at Department of Healthcare and Family Services in Springfield, Illinois, United States
Job Description
Essential Functions
- Under general direction, serves as a Trainer, which organizes, plans, develops and conducts training activities for the Division of Child Support Services (DCSS) Call Center
- Develops and maintains training materials for Call Center staff
- Reviews current and new state statutes and federal regulations to determine significant impact on training needs
- Consults with call center managers, supervisors and in-house subject matter experts regarding trainings held and scheduling requirements
- Communicates online resources, scripts and library updates to customer service representatives by using
Microsoft Office, internet/website navigation tools and audio-visual equipment through classroom training and
procedural updates - Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above
- Requires knowledge, skill and mental development equivalent to completion of four (4) years of college, preferably with courses in business or public administration
- Requires two (2) years of responsible administrative experience in a public or business organization
- Requires two (2) years of child support experience with working knowledge of state and federal policy as it relates to child support
- Requires two (2) years of experience working with a Statewide Database System and other applicable systems such as: Illinois Eligibility System (IES), State Disbursement Unit (SDU) and Statewide Accounting Management System (SAMS) used to track child support accounts/payments
- Requires two (2) years of experience developing training courses, training materials and conducting training utilizing computer systems including MS PowerPoint, MS Word and MS Excel
- Requires two (2) years of experience utilizing web-based applications such as Webex and other internet resources and databases
- Requires two (2) years of experience providing /conducting presentations
- Two (2) years of child support experience with working knowledge of state and federal policy as it relates to child support
- Two (2) years of experience working with a Statewide Database System and other applicable systems such as: Illinois Eligibility System (IES), State Disbursement Unit (SDU) and the Statewide Accounting Management System (SAMS) used to track child support accounts/ payments
- Two (2) years of experience developing training courses, training materials and conducting training utilizing computer systems including MS PowerPoint, MS Word and MS Excel
- Two (2) years of experience utilizing web-based applications such as Webex and other internet resources and databases
- Two (2) years of experience providing conducting/ presentations
- Two (2) years of professional experience in a customer service-oriented work environment such as a call center
- Two (2) years of professional experience in caseload management including goal setting, monitoring outcomes, identifying and meeting training needs (both on an individual and regional level)
- Requires completion of a background check and self-disclosure of criminal history
- Requires the ability to utilize and maintain state issued equipment such as a laptop
- The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description
