Senior IS Learning Designer and Facilitator

Bay Cove Human Services’ mission is to partner with people to overcome challenges and realize personal potential. Bay Cove pursues this mission by providing individualized and compassionate services to people facing the challenges associated with developmental disabilities, mental illness, substance use disorders, and homelessness at more than 175 program sites throughout Greater Boston and southeastern Massachusetts.

The Senior Learning Designer and Facilitator leads the design, development, and delivery of high-impact learning solutions across the organization. This role supports strategic initiatives, collaborates with stakeholders, and ensures continuous improvement in training and development. The Senior Learning Designer and Facilitator mentors training staff across Bay Cove, including identified computer skills coaches within programs, training-related positions outside of the Information Services department, and any future members of the IS Training Team, aligning instructional content with operational needs.

Bay Cove uses multiple Electronic Health and Medication Record systems and other applications including Bay Cove.org (Bay Net including BayCIS), eHana, Res Man, Smart, Google Suite, Docu Sign, Doxy, Relias and additional systems emerging and/or supported by the Information Services department. The Senior Learning Designer and Facilitator will support applications training needs for ongoing operations and play a key role in learning strategy and facilitation planning.

This role liaises with the Help Desk team, Data Services team, and Project Management team to evaluate and address learning needs, acts as backup for the Technical Support Specialist as needed, and provides training services that will improve employee satisfaction and decrease staff turnover. This is an exempt position.

• Design curriculum and develop training materials for Information Services initiatives
• Implement multi-modal learning solutions
• Create and publish short-form instructional videos (under 30 minutes)
• Create step-by-step job aids and “How-To” articles
• Update existing content based on application changes
• Support LMS content uploads and organization
• Conduct solo and co‑trained live sessions (in‑person and virtual)
• Provide as‑needed 1:1 learning support to staff
• Provide technical support during sessions and assist learners directly
• Respond to day‑to‑day training inquiries from learners
• Gather and report training outcomes and effectiveness
• Track individual training completions
• Document detailed training procedures and maintain session records
• Provide input on training needs from user perspective
• Stay current with application updates and industry best practices
• Manage and update Service Desk tickets related to training progress
• Travel to Bay Cove program sites for hands‑on training and support
• Act as backup for Technical Support Specialists as needed
• Perform other related duties as required

• Experience with public speaking in‑person and virtually
• Excellent technical writing, process documentation, and other instructional design skills
• Clear understanding of adult learning principles and training best practices
• Experience with large‑scale adult learning
• Experience in training plan development
• Experience with designing tools like:
  Canva, Camtasia, Audiate, and Articulate 360
• Experience with Google’s G Suite and Windows 10/11
• Experience in learning needs assessment
• Proficiency with learning new technologies
• Ability to troubleshoot application‑specific issues
• eHana user, training, or administration experience
• Experience in Relias, Confluence, or Jira
• Worked in other Human Services or Health care industries
• Strong verbal and written communication skills
• Ability to work independently and collaboratively
• Strong strategic thinking and problem‑solving skills
• Ability to manage multiple priorities and communicate clearly
• Dedication to client and staff service
• Proven track record in fast‑paced work environments
• Ability to quickly learn and adapt to new software and hardware
• Professional demeanor and capacity
• Sensitivity to cultural, religious, racial, disability, and gender issues
• Must have a valid driver’s license and access to a vehicle for travel to training sites

Bay Cove Human Services is an Equal Opportunity Employer and does not discriminate on the basis of race, ethnicity, religion, sex, gender identity or expression, national origin, sexual orientation, disability, age, veteran status, or any other groups as protected by Massachusetts or federal law. All qualified candidates, regardless of background, are encouraged to apply.

Bay Cove Human Services does not offer visa sponsor ships at this time and will require candidates to be authorized to work in the United States.

Pay Rate: $85,000