Job Specification

Purpose of Position :

To conduct business training needs assessments within ServiceOntario (SO), design training modules and courses, and develop evaluation tools/strategies to ensure SO's customer service-focused goal is met. To deliver Train the Trainer sessions to facilitators of new and custom courses. To participate in Unit and/or cross-Branch projects/initiatives, as required.

Duties / Responsibilities :

The Organizational Development Branch sets the direction and leads activities related to the development of people, including training, leadership development, and employee engagement within SO.

The Business Training Unit, in support of the Branch mandate, develops training methods, standards, and processes, including the oversight of the execution of training processes and the quality of training delivered. The Unit is also responsible for leading training-related critical projects/initiatives and the delivery of training to Leaders and Trainers.

The position makes significant contributions to the continuous improvement of SO's business training programs through the design of training modules, courses, and evaluation tools/strategies within an assigned client portfolio across the province. In this context, and under the technical direction of the Team Lead, SO Business Training, the position:

1. Designs, under the technical guidance and expertise of the Team Lead and Subject Matter Experts (SME), training modules, courses, training methods, and standards to meet performance development needs. Supports and contributes to SO's current/revised procedures, policies, and business rules. Employs current adult education techniques, methodologies, and practices as well as adopts new trends and techniques. This includes course curriculum, the determination of training media, facilitation of learning, the selection of best approach for training delivery (i.e. classroom setting, one-on-one basis, paper-only, eLearning, etc.).

2. Conducts, focusing on a defined client portfolio and in conjunction with other Unit/Branch staff, training needs assessments with respect to specific learning and performance development and in support of SO's customer service-focused goal (e.g. topics covering, skill/performance development, leadership development, customer service, products, SO policies and procedures and business rules, technical training, as well as employee orientation, employee engagement and leadership development solutions as required by the ODU programs).

3. Collaborates with partners in programs and operations to gather information and validate materials during the development process.

4. Develops, seeking input from the Team Lead, Trainers, and SME, other training documentation such as, reference materials, job aids, handouts/class background materials/binders, flow charts, overheads, etc. Ascertains the accuracy and relevancy of content by confirming with the process or policy owner, makes use of plain language, and ensures the effectiveness and usefulness of materials. Ensures that all materials are kept up-to date.

5. Develops and administers effective project plans for design initiatives, ensuring that commitments of all parties (including client representatives, subject matter experts, and project sponsors) are clearly defined. Identifies all of the technical and logistical requirements for the implementation of the program. Monitors the progress of those plans, addresses issues, and escalates, as required. Working with representatives of the client groups, develops the overall training schedule in accordance with the needs of the business and the goals of the particular initiative.

6. Delivers Train the Trainer sessions to facilitators of new, existing, and custom courses. Ensures that all facilitators demonstrate an understanding of the materials and their role in the delivery. Emphasizes the importance of use of approved/validated course materials and to ensure that training delivered achieves maximum effectiveness and consistency. When required (in coordination with Trainers and client teams), creates delivery schedules, coordinates registration, communicates confirmation to participants, ensures the availability of a suitable training space, the proper functioning and accessibility of required materials, equipment, and technology as well as the room set up prior to the start of the session.

7. Measures the effectiveness and efficiency of training programs to support training needs and standards based on Trainers', managers', and participants' feedback. Creates/reviews evaluation forms, provides input into strategies, monitors progress and develops mechanisms to test the effectiveness of training delivered and to ensure that training has the required impact on SO business. Creates reports summarizing the effectiveness of training for the purpose of educating the Training Manager, Team Lead, trainers, and clients. Identifies opportunities for improvement and analyzes suggested changes with peers and clients (where applicable). Ensures new contents and/or training approach conform with existing policies and procedures, and refers findings and/or suggestions to the Team Lead/Manager for approval and/or implementation (e.g. the development/review of courses that use technology and other alternative delivery means in order to best meet participants' needs).

8. Establishes and maintains tracking, control, and recording systems, both electronic and hard copy, for all materials and information related to training modules, courses, and other related events and activities.

9. Participates in meetings, committees, work groups, and attends technical training sessions/workshops with respect to relevant business processes and systems applicable to own client portfolio and/or SO program areas. Develops and maintains expertise in the technical and process elements of SO, including relevant policy / regulatory issues. Develops and maintains effective working relationships with participants, all levels of SO staff, peers, and external collaborators (e.g. the training community in general and trainers).

10. Prepares various written materials, including correspondence, memos, reports, presentations, graphics, spreadsheets, tables, charts, etc. Provides input, as required and in conjunction with other SO staff, into the preparation of training-related communications materials such as Invitations to training, Q&As, FACT Sheets, Bulletins, corporate e-mails, Web information content, etc.

11. Participates in Unit and cross-Branch projects/initiatives, as required (e.g. research on current and emerging training technologies, trends, issues and their application to SO business training needs; participation on curriculum development projects; assistance in the development of terms of reference, project work/action plans, cost estimates, etc; input into the procurement/tendering process for the retention of external expertise; etc).

12. Frequent traveling across the province to deliver training and attend events and meetings may be required.

Knowledge :

The position requires: knowledge and understanding of SO's vision, mandate, organization, structure, programs, practices and procedures, to identify and assess training needs with respect to specific learning and performance development and in support of SO's customer service-focused goal. Thorough knowledge of current adult education learning principles, practices, methodologies, instructional design, and facilitation skills, to: design business training modules, courses, methods, standards, and create/review evaluation tools ensuring compliance with SO's mandate, policies and procedures; deliver Train the Trainer sessions to facilitators of new, existing, and custom courses. Technical writing and creativity, to: design course and training modules, create effective user learning and performance support materials; contribute to the elaboration of information for inclusion on the Website for adult learners/web-based training aids. Excellent oral, written communications, presentation, and relationship management skills, to: train the Trainer on custom, existing, and new courses and explain training information adequately; facilitate interaction with participants during training sessions, group discussions, and present training materials and programs; develop and maintain effective working relationships with all SO employees, participants, and the training community; create/design courses, modules, and training materials; prepare correspondence, memos, reports, etc. Commitment to customer service, to anticipate, communicate, and respond to the needs of all key players (e.g. participants/SO staff at all levels) and to support SO's customer-focused goal in achieving excellence in customer service delivery across the province. Planning, conceptual, evaluation, and problem solving skills, to: assess training needs, determine training media, facilitation of learning, delivery (e.g. classroom setting, one-on-one basis, paper-only, eLearning, etc.). Time management, organizational, and some project planning skills, to: manage a variety of demands, some of which cannot be completed in the timelines assigned; participate on cross-Branch projects. Knowledge of networked PC operations and applications software, including MS Office, Visio and other graphic and presentation software, WP, databases, spreadsheets, Learning Management Systems, e-mail, etc), to: develop training content, including the creation of learning and performance support materials; prepare correspondence, memos, reports, charts, tables, presentations. Knowledge of Web-based facilitation tools and practices, to contribute to the elaboration of information for inclusion on the Website for adult learners/Web-based training aids. Knowledge of/practical experience using special equipment such as overhead, LCD projectors, television and VCR/DVD, to train the Trainer and present training materials.

Judgement :

The position reports to the Manager, Business Training, and performs work under the technical guidance of the Team Lead, SO Business Training. The position works within relevant OPS/SO's directives, policies, procedures, guidelines, and strategies related to adult education learning and training practices and methodologies. The position exercises judgement in assessing SO's business training needs in support of SO's customer service-focused goal. Considerable judgement is required in designing training modules, courses, methods, and standards to meet performance development needs and based on SO's current/revised procedures, policies, and business rules. Position exercises judgement in determining training media, facilitation, best approach for the delivery of information, and in ensuring adequate and efficient training delivery. Judgement is required in the development of reference materials, job aids, handouts/class background materials/binders, flow charts, overheads, etc., and in ascertaining the accuracy and relevancy of content. Judgement is exercised in the delivery of training to Trainers with respect to new, existing, and custom courses. Positions measures the effectiveness and efficiency of training programs, creates/reviews evaluation forms, provides input into strategies, monitors progress and develops mechanisms to test the effectiveness of training delivered. In that, position requires significant judgement to ensure proper analysis, identification of opportunities for improvements, and recommendations made to the Team Lead/Manager for approval. The position exercises discretion in the handling of potentially sensitive information involved in the preparation of training programs.

Accountability - Programs :

The position is accountable for assessing business training needs within SO, for designing training modules, courses, training materials, and developing evaluation tools/strategies, and therefore, makes recommendations that impact on the design/re-design of training programs and training delivery province-wide. The position is also accountable for the provision of training to facilitators on new, existing, and custom courses

Accountability – Personnel :

Position provides coaching and support to individuals delivering training on a short-term project basis or as part of developmental assignments, delivers “train the trainer” sessions to facilitators delivering new programs, and will periodically monitor delivery to ensure quality and provide guidance.

Accountability - Finance and Materials :

Position is accountable for ensuring that assigned projects are managed and completed within budget limits. Position participates in the elaboration of RFPs and contractual agreements for the retention of external/expert services.

Accountability - Impact of Errors :

Failure to properly design training modules, courses and materials and properly review and assess the effectiveness of training programs/materials could: impact on the training delivered and eventually delay training delivery; result in additional costs, impact on the productivity of SO and the ability to meet its customer-focused goal; attract criticism and cause embarrassment. Failure to properly train the Trainers could decrease the level of customer service, and eventually, cause loss of public and SO staff confidence.

Contact - Internal :

Daily contact with other instructional designers, trainers, the Team Lead, the Manager, and other staff of the Branch, to: discuss and seek guidance on the design of training courses, modules and materials; assess/review training programs, seek advice from experts, and make recommendations on changes to training methods/approaches, procedures, etc. Contact, on an as-needed basis, with facilitators to deliver Train the Trainer sessions on new, existing, and custom courses. Frequent contact with SO staff at all levels, to assess training/learning needs, answer questions, discuss and address issues/concerns raised. Position participates on committees, meetings, work groups, and projects, as required.

Contact - External :

Contact, on an as-needed basis, with the training community and trainers, to: attend conferences, workshops, and keep up-to-date on adult education information; participate in meetings, committees and/or work groups; discuss matters of mutual interest with instructional designers and/or trainers; obtain and share information.