Administrator Trainer

Introduction

Maryland’s Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We’re in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department.

We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government.

The Training and Quality Assurance (QA) team is responsible for developing, implementing, and continuously improving the training programs and materials for the FAMLI Division. The Customer Care, Employer Services, and Claims and Benefit Payment staff will require comprehensive training on performing their job duties, as well as using the Division’s technological platform and understanding the rules and regulations of the FAMLI program, leading up to each phase of the FAMLI program’s public launch.

The Training and QA team will also ensure employees are performing their responsibilities according to the training.

STD
0016

100 S. Charles St
Baltimore, MD 21201

Family and Medical Leave Insurance (FAMLI) Division Trainers facilitate training across the FAMLI Services team. They help create and develop trainings for the Customer Care, Claims and Benefits Payment Management, Employer Services, and Insurance Plan Compliance teams, in collaboration with the Training and Education Manager and FAMLI leadership. They also work with the Quality Assurance team to evaluate employee compliance with training.

Training and staff development is essential to the success of the FAMLI Division, given the program’s reach and complexity. FAMLI Trainers are key to fulfilling FAMLI’s mission to ensure Maryland workers get paid when they need time to care for themselves or their families.

• Work with FAMLI leadership and the Training and Education Manager to create, develop, and continuously improve training materials and programs;
• Maintain open communication with FAMLI Services management and team members to ensure that all needs are met;
• Work with Quality Assurance and Services management to monitor and ensure employees are performing their responsibilities according to the training;
• Conduct orientation programs and arranging on-the-job training for new hires;
• Conduct refresher training for seasoned staff members;
• Resolve any specific problems and tailoring training programs as necessary;
• Schedule training classes to meet the needs of the Customer Care, Employer Services, Insurance Plan Compliance, Benefits Payment Management, and Claims Management directorates;
• Conduct surveys and evaluations to measure effectiveness of training programs;
• Analyze the results of surveys and evaluations of training programs, and develop appropriate modifications if needed;
• Research new training methods to improve training effectiveness;
• Trainers may be tasked with replying to customer inquiries during high volume periods; and
• Performs other related duties as required.

• Education:
  
  Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience:
  
  Four years of administrative staff or professional work.

• Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
• Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.
• Candidates may substitute the possession of a Master's degree from an accredited college or…