Training and Quality Specialist - Toronto, Canada - Legal Aid Ontario

Description

This position located in the in the Intake Operations Support department which is responsible for the development and delivery of staff training and creation of information and knowledge resources that will help intake staff operate at optimal efficiency.

The Training and Quality Specialist will also develop and support a quality assurance (QA) program and ensure that QA standards are incorporated into the training process.

Home Location:
Provincial Office


Secondary/tertiary locations:
Not Applicable


Reporting to:
Manager, Knowledge and Information Management and Training.

• Conduct orientation sessions and arrange on-the-job training for new hires
• Create, develop and deliver training to staff pertaining to LAO initiatives (such as; LASA 2020, business process ).
• Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences and workshops
• Analyze training needs to develop new training programs or modify and improve existing programs
• Evaluate the effectiveness of training programs and provide recommendations for improvement
• Develop and design content, training manuals, multimedia visual aids, and other educational materials on various platforms for staff/client interactions to satisfy knowledge and content needs. These platforms include; Chat, KIM, Service Location Finder.
• Adhere and practice knowledge and information management principles
• Motivate staff in achieving high performance, oversee the design and delivery of training programs
• Create and maintain KIM content ensuring that information adheres to the KIM style guide
• Provide support to KIM users and assist in identifying knowledge needs and information gaps
• Develop a quality assurance (QA) program standards and ensure that quality assurance is incorporated into the training process
• Monitor calls for quality assurance
• Provide advice and input on staff training and knowledge needs relating to operational policies, procedures and practices affecting client service
• Support the development and design of improved information services for LAO clients and staff
• Identify service problems and recommend solutions

POSITION RESPONSIBILITIES:

• Design and edit curriculum eLearning programs
• Develop, implement and maintain eLearning Solutions which may include infographics, animation videos, audio voiceover, interactive simulation, creative text, and animated learning solutions
• Build effective relationships with SME's/Project Sponsors to ensure that their business needs / objectives are being met/exceeded
• Guide in the creation of learning objectives based on needs assessments and clearly define scope and deliverables to project members
• Liaise with Subject Matter Experts throughout the design and development process for content development.
• Consult with internal to manage project milestones/expectation
• Develop timelines for assigned projects and coordinate activities with other project team members
• Upload course resources and learning assets such as course content, pdfs, web links, etc. to our knowledgebase test form, function and usability.
• Troubleshoot issues; monitor eLearning courses; troubleshoot and resolve delivery issues
• Assist other team members and departments as required
• Research and make recommendations on the use of existing industry-specific educational materials
• Communicate effectively with a diverse project delivery team to support the content creation process and workflow
• Edit draft content written by other team members, for consistency and language-level
• Work with the project delivery team to review lesson plans and storyboards, and identify activities to incorporate into the training
• Participate in weekly status updates and standing meetings
• Develop courseware to standards (including accessibility standards - WCGA 2.0 level AA) using various authoring tools (H5P, Moodle)
• Integrate multimedia (video, audio, images, GIFs) and other assets into courseware units
• Participate in defining technical requirements and functional specifications and make recommendations on best learning tools to meet needs
• Create prototypes for eLearning activities
• Effectively present technical ideas and information to a lay audience
• Stay abreast of new developments in eLearning and their potential uses; bring ideas forward
• Adhere to version control and file management best practices
• Adhere to quality control and development standards
• Participate in training as needed
• Other duties as required
• Understanding of LAO's mission and services.
• Work experience in developing and delivering training to adult learners
• Experience in managing a full training cycle
• A combination of training, education and experience that demonstrates a solid background in training best practices and fundamentals
• Excellent writing skills with the ability to write in a clear and concise manner and convey information appropriately for the intended audiences
• Understanding of knowledge management principles and practices including content development
• Understanding in developing and implementing employee training and quality assurance programs in a remote learning environment
• Strong presentation, facilitation, consulting and relationship building skills
• Sound knowledge of best practices relating to client service provision and previous experience in the areas of training and quality assurance
• Excellent interpersonal and motivating skills
• Critical thinking with the ability to recognize the interdependency in relevant work
• Experience with alternative and technology based training delivery methods such e-learning
• 2+ years' experience in developing eLearning using eLearning authoring tools
• Proficient in MS Office and Google Drive
• Proficient with various eLearning tools such as but not limited to Articulate and Adobe Captivate.
• Proficient in developing eLearning content
• Knowledge of UX/UI design and accessibility standards (WCGA 2.0 level AA)
• Demonstrated ability to communicate technical concepts to a non-technical audience
• Demonstrated ability to respect diversity and work collaboratively with individuals of diverse cultural, social, and educational backgrounds
• Excellent organizational skills, flexible with change and able to meet deadlines

Assets:

• Work experience within LAO.
• French language skills are an asset
• Certification in training is an asset
• Consulting / project management experience is an asset.
• Strong knowledge of eLearning-based instructional design is preferred.
• Experience in video editing, 2D or 3D animation is an asset.
• Experience in Adobe Photoshop / Illustrator and graphic design principles is an asset.
• Experience with audio and video production is considered an asset
• Experience with storyboarding is considered an asset
• Knowledge of instructional design principles is considered an asset

Organizational Competencies Expected:

• Client Focus
• Adaptability and Flexibility
• Personal Motivation and Accountability
• Focus on Quality and Best Practice
• Problem Solving and Judgement
• Organizational Awareness
• Teamwork and Collaboration

To apply submit a covering letter & résumé.

As per the requirements of the Collective Agreement governing this position, first consideration is given to current OPSEU member applicants.

Only those candidates selected for an interview will be notified.

Please note that all applicants are encouraged to provide a valid email address for communication purposes.

Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn.

As an applicant, it is your responsibility to ensure that you check your email regularly.

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Already have an Njoyn account? Just sign in and select "my jobs" to apply.
Once you have successfully applied you will receive a confirmation email.

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Note:

If a permanent employee, currently represented by OPSEU, is the successful candidate for this opportunity, they will return to their home position at the conclusion of this assignment, if the position continues to exist.