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ADMINISTRATOR I

TRAINER

Recruitment #26-002586-0052

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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.

GRADE

STD0016

LOCATION OF POSITION

100 S. Charles St
Baltimore, MD 21201

Main Purpose of Job

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.

POSITION DUTIES

Duties of this position include but are not limited to:
  • 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.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Four years of administrative staff or professional work.

Notes:

1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.

2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.

3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for- year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

  • Three or more years of experience identifying training and performance gaps and developing curricula to address organizational needs. 
  • Two or more years of experience applying instructional design principles and using authoring tools such as Adobe Captivate, Storyline, or Articulate 360. 
  • Two or more years of experience working in a contact center environment, with demonstrated knowledge of contact center operations and training needs. 
  • Experience administering a learning management system, with Cornerstone experience preferred; experience delivering training in a regulatory environment is also preferred.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.

SPECIAL REQUIREMENTS

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment. 

SELECTION PROCESS

Please make sure that you provide enough information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. Unfortunately, we won't consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

A resume and cover letter are encouraged for this position. Please upload one Word or PDF file that includes your combined cover letter and resume using the “Transcript” upload function, or via the JobAps “Other” tab. Note that initial screening is based only on the information provided within the online application. 

For positions that require a bachelor's/master's degree, etc.: 
Educational credentials from foreign countries must be evaluated by an approved education review service. This evaluation must be submitted before hire. For further information, you may call International Consultants of Delaware, Inc. (302) 737-8715 or World Education Services Inc. 1-800-932-3897 or (202) 331-231-2925.

EXAMINATION PROCESS

The examination for this recruitment will be an evaluation and rating of the information provided on your application. Your education, training, and experience will be assessed against the requirements of the position. It is essential that the application is filled out completely and accurately, including any required documentation (diploma, transcript, certification, license, etc.). Detail all relevant education and experience specifically addressing the minimum, desired, and/or selective qualifications.

 ***Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit.

BENEFITS

This is a full-time, permanent position and eligible for full State benefits, which include:
  • Flexible hours and hybrid teleworking 
  • Paid holidays 12-13 per year 
  • Generous paid leave package (annual, sick, personal and compensatory leave) 
  • State Pension ("defined benefit" plan) 
  • Tax-deferred supplemental retirement savings plans (401(k) and 457) 
  • Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services 
  • Flexible Spending Account plans for Health Care and Daycare 
  • State Employees Credit Union 

To learn more, please click this link: STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred. However, if you are unable to apply online, or having difficulty with your login or password, please contact DBM's Helpdesk directly at (410) 767- 4850 (8:00 AM to 5:00 PM daily, except for holidays and weekends). After business hours, please submit an email request to Application.Help@maryland.gov.

U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of Veterans’ status. 

The paper application must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted. Incorrect application forms will not be accepted. 

If you encounter difficulty attaching required or optional documentation, you may contact Mercedes Peterman via email at mercedes.peterman2@maryland.gov. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing. 

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION 
 
Completed applications, required documentation, and any required addendums may be mailed to: 

Maryland Department of Labor/ Office of Administration 
Attn: Mercedes Peterman #26-002586-0052
100 S. Charles Street, Tower 1, Ste. 5000 
Baltimore, MD 21201 

 
Maryland Department of Labor is an equal opportunity employer. It is the policy of LABOR that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.



Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.
Apply via Paper Application. You may also download and complete the Paper Application here.

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