Training Specialist

2 weeks ago

Chicago, United States NAMI Chicago Full time

Description:
**Type**: Full-Time

**Shift**: This position requires schedule flexibility to meet the needs of the program. Generally, this person will be expected to work at least 20 hours per week (Monday through Friday) during the operational hours of the Lifeline Crisis Center (3:45 PM - 8:15 AM). When onboarding a new cohort of staff, the trainer will be responsible for facilitating the training cohort based on the schedule determined by the training specialist.

**Reports to**:Senior Manager of 988 Call Center

**Background**:

- Guided by the experiences of those living with mental health conditions and rooted in equity, NAMI Chicago educates to fight stigma and discrimination, fiercely advocates for our community, and shares hope, connection and expertise with people on their mental health journey._

NAMI Chicago launched its 988 Lifeline Crisis Center in January 2024, providing evening and overnight (4 PM - 8 AM) telephonic crisis support for callers in the Chicagoland area. NAMI prioritizes creating and maintaining a crisis call center of excellence, where Call Takers are well-trained and fully supported by an engaged leadership team, and where callers experience empathy, connection, and a sense of community.

**Who We Are Looking For**:
**Essential Functions & Responsibilities**:
**Training Design & Delivery**:

- With Senior Manager of 988, determine necessary skills, tools, and techniques that 988 Crisis Counselors and Supervisors should possess or acquire.
- Create, update, and enhance training content to ensure it aligns with clinical best practices and to ensure Crisis Counselors and Supervisors possess the necessary skills, tools, and techniques for their role.
- Maintains the initial and ongoing training schedule and cadence for new and existing Crisis Counselors and Supervisors.
- Deliver initial, ongoing, and annual training to 988 Crisis Counselors and Supervisors using various modalities in a variety of settings, inviting external practitioners to support when needed.
- Maintains the 988 Training SharePoint site, Paylocity training content, and the facilitator and participant guides to ensure training content available to staff is current and accurate.
- Monitor and record attendance and completion for all initial, ongoing, and annual training.
- Attend continuing education events to improve skills and be alerted to changes in network or accrediting body policies or procedures regarding crisis intervention and suicide prevention best practices.
- Continually contribute to the creation and updating of 988 policies and procedures and program manual (as needed), to ensure compliance with all contract and certifying requirements.
- Ensure fidelity to NAMI Chicago’s values and the vision for 988 to create a non-punitive space for connection and community.

**Training Evaluation and Quality Assurance**
- Create, update, enhance, and conduct assessments of each training module’s effectiveness in achieving the desired objectives.
- Identify gaps in training and update content to address.
- Continually reevaluate training content to ensure it is relevant and consistent with the most current research and best practices in crisis intervention.
- Support Senior Manager in developing, implementing and assessing QA activities for 988, involving weekly call audits and analysis of feedback from callers; assist with the collection and assessment of data involving productivity by 988 staff, quality of service provision, and wellness of 988 staff
- Leverage information based on QA activities to drive training and re-training opportunities for 988 staff.

**Coaching and Development**
- Provide coaching to 988 Call Takers and Supervisors
- Partner with 988 Senior Manager and Shift Supervisors to establish a feedback loop regarding needed training opportunities for Crisis Counselors.
- Participate as a member of the 988 Program team, collaborating cross-functionally and supporting other organizational leaders.

**Additional Duties**:

- Facilitate additional internal and external training using various modalities in various settings as needed to support programmatic and organizational goals and needs.
- On occasion, be willing and able to serve as a back-up on-call QMHP Supervisor to 988 Crisis Counselors during shift hours (3:45 PM - 12:15 AM or 11:45 PM - 8:15 AM)

**Requirements**:
**Requirements** **Essential Knowledge, Skills and Abilities**:

- Excellent written and verbal communication skills
- Knowledge of professional behavioral health standards, practices, and techniques, and medical terminology related to mental health crises.
- Strong supervisory skills with an approach that is consistent with NAMI Chicago’s values and mission.
- Ability to work independently as part of a team
- Commitment to supporting the wellness of 988 program team
- Teamwork & Collaboration - Collaborative approach to work to drive organizational outcomes
- Flexibility & Adaptability - Ability to manage effectively in

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