Job Description

Title:: Senior Training Specialist - (3 Days Onsite Hybrid)
Location:: Toronto, ON , Canada
Duration:: Contract

Description :

• Deliver instructions and training, interactive demonstration and / or e-learning to staff at twenty-one (21) CACCs, 1000+ Ambulance Communication Officers and other required Ministry Stakeholders including ORNGE, across the province within established training program content and methodology on the Komutel - Avaya Telephony System, Geomant Dashboard, CMS reporting, Automatic Call Distribution, and incident handling.
• Provide application and product training to both technical and non-technical users.
• Develop and deliver training documentation and overall Telephony training strategies, including but not limited to, training plans for each CACC, taking into consideration the unique aspects and needs of each centre.
• Assist in the development, design and ensuring quality of all training materials related to the project.
• Provide recommendations for training tools as required.
• Provides supervision, hands-on instruction and training, interactive demonstration.
• Evaluates and documents individual participant/student performance; provides feedback and recommends further training if necessary. Administers and grades variable written and/or practical examinations and certifications.
• Work alongside Ministry of Health representatives to ensure EHPMDB processes are incorporated in the training materials while ensuring quality of all training communication material related to the project.
• Work closely with the Training Lead to ensure project activities & timelines are met and effectively communicated to appropriate audiences.
• Report progress against training plan to Training Lead.
• Create final training materials by integrating EHPMDB future state processes with vendor training material.
• Provide input, document requirements and support the design and delivery of training programs.
• Provides progress reports to Telephony Project Training Lead and management; identifies and recommends the need for additional/remedial training.
• Provides group leadership, supervision and technical and non-technical direction to ambulance communication officers, and CACC management by scheduling work assignments, clarifying and interpreting established practices, and providing technical advice while ensuring that programming timelines are met.
• Acts as province-wide resource regarding the development and delivery of Telephony training programs.
• Participates on committees and other working groups as part of the Telephony technology training.
• Alongside the training lead, provide support to CACC management and staff before they transition to the new telephony solution, during the go-live and post go-live issue resolution
• Leads project implementation assessment through surveys and evaluations etc, and reporting post go-live findings; leading the development of lessons learned and working with Project Lead to modify transition plans as necessary

• The project is looking for candidates who have experience in developing training materials, and have experience in delivering training directly to users.
• 5+ years of experience as Trainer, preferably in Public Sector or Contact Centre.
• Experience in developing training materials, and have experience in delivering training directly to users.
• 24x7 critical environments and operations.
• 3 days from work location (Province has different training sites and the consultant will have to go here. )
• Experience delivering training material to both technical and non-technical users.
• 5+ years of experience as Trainer, preferably in Public Sector or Contact Centre.
• Experience delivering training related to 24x7 critical environments and operations.

NR Consulting