Training & Support Coordinator

About the National Service Office

The National Service Office is the central operational engine for two evidence-based programs: Nurse-Family Partnership and Child First. In 2020, what was formally the National Service Office solely for Nurse-Family Partnership joined forces with Child First, a merger empowering two proven models to share complementary expertise, infrastructure and integrated services. The resulting unified entity works to ensure that healthcare, early childhood development, and the mental wellness of the entire family are served in proven ways to achieve long-term positive outcomes.

Position Description

The Training and Support Coordinator plays a critical role in the implementation of the Child First program model throughout the nation. The role trains and provides technical support to program staff in the use of the model’s electronic health record system, Child First Comprehensive Client Record (CFCR), as well as an ancillary system, the Child First Assessment Scoring Database (ASD). This position supports ongoing data collection and data management from all affiliate sites implementing the model. This individual is responsible for all aspects of training, including synchronous and asynchronous training. This position works closely with the affiliate site program staff to ensure that they fully understand the program’s electronic documentation workflows and information to be entered into the electronic systems.

This role is the primary contact for the program affiliates for questions and issues pertaining to the electronic health record and ancillary systems. With a customer service focus, this individual provides high quality, timely technical assistance and troubleshooting to staff. The role also sets up new affiliates in the systems. This position supports the maintenance and updates to the systems, working closely with other members within the department.

This position is remote and can be located anywhere in the United States, excluding California, Arizona, New York, Alaska, Montana, Hawaii, and Vermont.

Essential Duties and Responsibilities

40% Training on Electronic Systems: Facilitate all live remote electronic health record systems training to all new affiliate staff. Create & modify training curricula and materials as needed. Create and modify recorded, asynchronous training videos. Provide specialized training by staff role (e.g., supervisor or data managers) and topic (e.g., treatment plan, schedule, etc.). Create training scenarios for all training participants to actively engage in learning during training sessions. Responsible for training logistics and documentation. Share user feedback gained at training with NSO staff as appropriate.

40% Support and Technical Assistance: Serve as primary contact for the program staff and resolve questions and issues pertaining to the electronic health record systems. Resolve problems in a timely manner, using available technology including video conferencing, screen-sharing, phone, and e-mail. Manage the CFCR and ASD Helpdesk, including but not limited to, tracking and monitoring inquiries and support requests, and identifying ticket trends. Maintain current and thorough reference guides and instructional materials to support the ongoing use of CFCR and the ASD. Liaise with the electronic health record system vendor as needed to resolve issues and advocate for enhancements based on user experience.

10% Collaboration with Colleagues: Proactively collaborate with colleagues to efficiently and effectively support program service delivery throughout the network. Recommend improvements to documentation and electronic workflows as applicable. Inform appropriate members of the network of new features and functionality. Contribute to quality improvement projects that facilitate the use of high-quality program data. Participate in relevant Qualifacts customer groups.

10% Set-up Programs Sites: Prepare the electronic system training and live environments for new sites. As a member of a team, configure the systems with accuracy and on time, including adding sites, turning on forms and functionality as specified.

Knowledge, Skills & Experience

• Bachelor’s degree or equivalent experience required
• Minimum 4 years’ experience training a variety of adult learners including providing synchronous and asynchronous virtual trainings
• Minimum 4 years’ experience creating training materials (e.g., written instructions, slide presentations, distance learning modules)
• Minimum 3 years’ experience using an Electronic Health Record database
• Minimum 3 years’ experience managing a Helpdesk or ticketing system.
• Experience working in early childhood home visiting or mental health field preferred.
• Excellent oral and written communication skills
• Proficient in Microsoft Office
• Ability to travel up to 20% of time dependent on business need

Supervisory Responsibilities

This position reports to the Director, Data & Quality and has no direct reports.

Salary

• Salary is determined based on experience and skill set. Geographical adjustments may be considered.
• Range: $53,000- $65,000/year

Benefits

The National Service Office offers the following benefits: Medical, Dental, Vision, 401k, Group Term Life Insurance, Short-term and long-term disability, vacation time, personal time, sick time and 15 paid holidays.

Core Organizational Values

Partner Authentically: Collaboration is the ethos that guides us and gives us strength. We believe that listening to families and partners with genuine compassion and intent inspires solutions to address the specific health, social, and economic challenges of each family and community we serve.

Lead with Learning: We champion curiosity, innovation, and learning from success, failure, and changing contexts. We implement creative programs founded on data and science and share best practices with our networks and policymakers to improve systems of care for current and future generations.

Advance Equity: Our team advocates tirelessly to address disparities within systems of care and create opportunities that give all families healthy and fulfilling lives. We strive for diversity, equity, and inclusion within our organization to be the change we want to see.

Champion Families: Families are our North Star; they guide everything we do. By meeting families where they are, we ensure our tools and data-driven programs deliver comprehensive results with lasting impact.

Earn Trust: We hold ourselves accountable to each other, to families, and to other partners. These relationships enable us to provide the best support and solutions to give children and families a healthy and thriving start.

To learn more about the program and the national office, please visit www.nursefamilypartnership.org and www.childfirst.org.