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Training Lead for Change Management and User Research

State of North Carolina, Wake County, NC

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Pay
$64K to $112K a year
Work setup
Hybrid
Level
Senior
Experience asked
2+ years
Field
Design
Posted
today
Last checked
today, still open

Agency

Dept of Health and Human Services

Division

Child and Family Well Being

Job Classification Title

Staff Development Coordinator (NS)

Position Number

65044712

Grade

NC18

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.


Description of Work

This position leads one of the unit's two specialty areas and coordinates the unit's work for Change Management and User Research. The position works closely with county eligibility workers throughout the life-cycle of FNS policy and NC FAST system changes. Before a change request is written, this position organizes discussions and focus groups with with county North Carolina Families Accessing Services through Technology (NC FAST) users, Continuous Quality Improvement Specialists (CQIS) and policy staff and observes how workers complete the affected tasks.

This position documents the screens, steps, verifications, notices and likely errors so the SNAP Policy Manager and the Policy Implementation and Training Manager decide what the change must accomplish with that evidence. The position serves as the service owner and is responsible for keeping the Policy Implementation and Training unit aware of change requests on Human Services Business Information and Analytics (HSBIA) list. Supplies case scenarios, and expected results written with policy staff, brings the same county users into the testing HSBIA and NC FAST conduct, and records defects and workarounds for HSBIA. After the release of a change, the lead coordinates the collection of early county user experiences in collaboration with CQIS, Quality Assurance (QA), and Quality Control (QC) to identify implementation barriers, system concerns, and opportunities for improvement. The position also ensures that the curriculum lead and Training Specialists receive validated system information, tested screens, case scenarios, and operational details needed to develop accurate and effective training materials and county resources.

Key responsibilities include:

User research before change requests: Organizes discussions and focus groups with county NC FAST users, CQIS and policy staff before a change request is written. Observes how workers complete the affected tasks. Documents screens, steps, verifications, notices, worker burden and likely errors for the managers' joint recommendation, and identifies problems that belong in the system or procedure rather than training.

Testing as service owner: Writes case scenarios and expected results with policy staff for use in testing. Brings county users into the testing HSBIA and NC FAST conduct. Records defects and workarounds for HSBIA and checks that corrections resolve them.

Change-request tracking: Maintains the unit's record of pending and scheduled change requests from HSBIA's list and prepares the manager's monthly review. Tracks release dates so the FNS Manual, training and county notice are ready before release.

Readiness and follow-up: Prepares the readiness summary the manager gives the Deputy Assistant Director before release. After release, gathers early worker experience with CQIS, QA and QC and returns defects and unclear policy to policy staff and HSBIA.

Support for instruction: Provides tested screens and scenarios to the curriculum lead and specialists and demonstrates changes in statewide and regional training.

Specialty coordination: Plans and coordinates the unit's work in the assigned specialty area, sets standards for its products and guides specialists who contribute to it. Coordinates schedules and reviews in the specialty with the manager, policy staff, HSBIA and CQIS.

Preferred experience:
County DSS caseworker, supervisor or training using NC FAST.
User research, user acceptance testing or change management for a public assistance system.

Knowledge Skills and Abilities/Management Preferences

Salary Range: $63,927.00 - $111,871.00

Recruitment Range: $63,927.00 - $87,899.00

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

  • Demonstrated knowledge of user research methods, including interviews, focus groups and observation of work tasks.
  • Demonstrated knowledge of how eligibility system changes are defined, tested and released, and of the roles of program, HSBIA and NC FAST staff in that process.
  • Ability to write realistic test scenarios and record defects and workarounds clearly.
  • Ability to facilitate discussions with county workers and summarize findings for decision makers.
  • Ability to coordinate a specialty area and guide the work of other training staff.

The Posting Will Close At 11:59 P.M. The Night Before The End Date

This Position Is Funded In Part Through Federal Funds.

This Role Is Eligible To Be Hybrid And Requires Onsite Reporting Located Within Raleigh, NC

Physical requirements:

Ability to operate office equipment such as computer, printer, copier, and scanner. Lifting up to 10 pounds.

About The Division of Child and Family Well-Being

The Division of Child and Family Well-Being works to promote healthy and thriving children in safe, stable and nurturing families, schools and communities. The division includes complementary programs that primarily serve children and youth to improve their health and well-being.

Compensation and Benefits:

The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees. Visit the website for State Benefits.

Supplemental Contact Information

The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS: https://www.ncdhhs.gov/.

DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

In accordance with the Governor’s Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified.

Application Process
Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application.


  • Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.
  • Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers.
  • If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date.
  • Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check.
  • Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Upon the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.
  • Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.
  • For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members.

Degree/College Credit Verification

Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations, and cover letters may be uploaded with your application.

Veterans’ and National Guard Preference

  • Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.
  • Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.
  • Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

CONTACT INFORMATION:

If there are any questions about this posting, please contact Talent Acquisition at talentacquisition@dhhs.nc.gov. Resumes will not be accepted in lieu of completing this application.


Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.


Bachelor’s degree in a human service related field, such as Sociology, Psychology, Education, or Health Education; or a degree providing background in organizational analysis and management development, from an appropriately accredited institution and four years of experience in a progressive training role, which includes some administrative/coordinative duties in staff development, with two years being in the work area assigned, or a related program area;

OR

Master’s degree in a human service related field, such as Sociology, Psychology, Education, or Health Education; or a degree providing background in organizational analysis and management development, from an appropriately accredited institution with two years of experience in a progressive training role, which includes some administrative/coordinative duties in staff development,

OR

an equivalent combination of education and experience.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter:

LaWanna Baker

Contact:

DHHS Workday Support Form


From the posting on State of North Carolina's job site. Read the original before you apply.