Training Lead

Program NC Medicaid Integrated Modular Solution (MIMS) / Medicaid Enterprise System (MES) – PDM/CVO Module

Customer North Carolina Department of Health and Human Services (NCDHHS), Division of Health Benefits (DHB)

Location Remote, with periodic on-site presence at the State’s primary project location (Raleigh, NC)

Screening Must satisfy NCDHHS background screening and confidentiality requirements; handles PHI/PII under HIPAA, 42 CFR Part 2, and the NC Statewide Data Classification and Handling Policy

Work Authorization GC, GC-EAD, USC

Hours 1.0 FTE

Deadline 08/24/2026

The Training Lead owns the end-to-end training function for the NC Medicaid PDM/CVO solution — for NC MES team members, NCDHHS staff, Vendor staff, providers, applicants, delegated entities, and other internal and external users. The role is accountable for the Training Plan and Schedule, Training Guides and Materials, User Documentation, and the Training Evaluation Report, and for a train-the-trainer model that leaves the Department self-sufficient.

Because training must be developed and published in advance of the transition to the Vendor’s solution and ahead of any significant system or process modification, the Training Lead works one release cycle ahead of delivery, in continuous coordination with the Change Manager, Business Operations Manager, Senior Business Analyst, and Testing Lead. The measure of success is straightforward: users become proficient in using and viewing information in the solution, and that proficiency is evidenced through training evaluation and end-user experience data rather than asserted.

• Coordinate all training activities through the Department, and design and conduct all training in collaboration with the Department and in accordance with the approved solution Training Plan.
• Author, maintain, and annually update the Training Plan and Schedule, completed at least ninety (90) days prior to the beginning of the Contract year, covering the User Training Plan, Department Call Center training, the train-the-trainer approach and desired outcomes, training needs analysis and target-audience assessment, delivery-approach recommendations, training materials and documentation, the approach to maintaining training documentation, training for new functionality and major releases, incorporation of feedback to improve train-the-trainer effectiveness, and the approach to conducting dry runs.
• Coordinate the User Documentation deliverable produced during DDI for use in UAT and maintained through final review and submission prior to Go-Live, written so a novice business user can understand the application from a business-function perspective.
• Develop the Training Evaluation Report: analyze whether training was delivered effectively and achieved its intended outcome, gather user feedback, assess whether materials and resources met the training requirements, and document training gaps, lessons learned, and recommendations.
• Conduct training at times and locations mutually agreed between the Department and the Vendor, including virtual delivery when approved by the Department.
• Create and maintain all training materials so they account for system, policy, and operational modifications made throughout Operations and Maintenance, and provide training that describes solution features, functions, limitations, standards, governance processes, and tools.
• Analyze, define, and tailor training to each specific user role and group — State authorized users, Applicant users, Provider users, delegated entity users, and Vendor users — and ensure each receives the training, education, and technical assistance necessary for successful implementation, integration, and downstream operations, including post-implementation training performed by the Vendor.
• Provide, maintain, and update a training environment used to design and conduct training for each user, role, and group during DDI and O&M, with access for users and Department staff.
• Partner with the Senior Business Analyst and development teams so the solution documents training attendance to a provider’s record, including training date, attendee name, and…