PROGRAM MANAGER I

The Training and Quality Assurance (QA) team in responsible for developing, implementing, and continuously improving the training programs and materials for the FAMLI Division.  The Customer Care, Employer Services, Insurance Plan Compliance and Claims and Benefits Payment staff will require comprehensive training on performing their job duties, as well as using the Division's technological platform and understanding the rules and regulations of the FAMLI program, leading up to each phase of the FAMLI program's public launch.  The Training QA team will also ensure employees are performing their responsibilities according to the training. 

100 S. Charles Street 

Baltimore, Maryland 21201

• Provide leadership and direction for the day-to-day operations of the Training Unit to comply with performance measures and Maryland State law, and attain Division goals by applying FAMLI Management Model Standards:
  • Focus on metrics-base management;
  • Hold staff accountable through data-driven performance reviews;
  • Perform work unit analysis and strategic staffing of critical functions;
  • Continuous process review and improvement;
  • Conduct formal supervisory reviews;
  • Plan and implement automation;
  • Collaborate with peers to receive technical assistance with strategies to overcome issues, and gain awareness of best practices and other methods;
  • Identify best practices from across the nation via research on other state training programs, and make recommendations for implementation that are advantageous to FAMLI;
  • Conduct task-based project management and accountability by identifying all tasks and sub-tasks necessary for the completion of project, assigning realistic deadlines for each task and sub-tasks, selecting staff members to complete said tasks within the mandated time frame, and tracking tasks to completion. 
• Develop, coordinate, and lead effective training programs in support of core functions and business processes for core verticals within FAMLI;
• Develop career paths and progressions for employees in conjunction with FAMLI managers;
• Coordinate with Products on training materials for specific products on training materials for specific products and services as needed;
• Facilitate FAMLI-specific orientation sessions (onboarding) for new employees;
• Arrange on-the-job training for new employees in when required;
• Analyze data and metrics related to Training unit to anticipate workload Fluctuation and ensure an adequate number of trained personnel are onboard to cover workload demands;
• Train of FAMLI law regulations, policies, and procedures;
• Provide one-on-one training and coaching opportunities for staff as requested by FAMLI managers and supervisors;
• Review ongoing FAMLI training initiatives to determine effectiveness and need for revisions or upgrades;
• Coordinate FAMLI overview trainings for all Services teams, which includes Appeals, Benefit Payment Management, Customer Care, Claims Management, Employer Services, and Insurance Plan Compliance;
• Make recommendations to Deputy Assistant Secretary and Assistant Secretary on subject matter for training and how the proposed training will be implemented;
• Communicate issues with Training team, hold weekly or bi-weekly staff meetings, and incorporate change management;
• Identify succession issues, including developing leadership, ensuring cross training of staff and knowledge transfer;
• Implement project management practices, including task plans, schedules, and cost estimates;
• Monitor and manage the budget for the Training team while working closely with finance personnel to ensure that accounting and reporting is accurate and submitted in a timely fashion;
• Keep track of personnel inventory as requested and ensure inventory compliance in Training team;
• Submit accurate, completed timesheets and leave requests to timekeeper by the appropriate deadline;
• Manage all training related FAMLI by:
  • Facilitating E-Learning and Classroom Training on new system functionalities available through Cornerstone, FAMLI's Learning management System (LMS);
  • Participating in the creation, development, and implementation of FAMLI University, a comprehensive training program for the Division, ensuring Staff is trained in the most current best practices within the field utilizing the most advanced curricula available to state governments;
  • Developing training needs for new programs, or special project;
  • Coordinating with technical staffing providing the access to  new systems, applications and system development programs for teaching and learning any new systems, applications or programs. 
  • Providing, through the FAMLI University Forum, ongoing training for current employees to improve the FAMLI knowledge base and overall job skills.  This includes, but is not limited to, time management, customer service, interviewing skills, and other areas related to specific FAMLI functions;
  • Training new supervisors, through the FAMLI University Forum, to improve their interpersonal skills in order to deal effectively with employees under their supervision;
  • Assisting managers and supervisors within units of FAMLI to develop training plans for underperforming employees;
  • Ensuring all trainings are conducted in accordance with federal and state law, and Maryland Department of Labor and FAMLI Division policies and procedures; and 
• Perform other duties as assigned  

BS/BA in Business Administration, Human Resources, training and development, organization development, or a related field required. 

AND

• At least six years of experience in job training and education or related role, including designing curricula and training trainers.
• Experience in managing or supervising subordinate positions.
• Track record of designing and delivering successful training programs for a variety of roles, levels of experience, and topics. 
• Experience with learning management systems (LMS). 
• Familiarity or experience with the Cornerstone learning management system. 
• Experience with training and education in regulatory environments. 

A resume and cover letter are strongly encouraged for this position.  Please upload one Word or PDF file that includes your combined cover letter and resume using the "Transcript" upload function, or via the JobAps "Other" tab. 

• Flexible hours and hybrid teleworking 
• Paid holidays 12-13 per year 
• Generous paid leave package (annual, sick, personal and compensatory leave)
• State Pension ("defined benefits" plan)
• Tax-deferred supplemental retirement savings plans (401 (K) and 457) 
• Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free preventative health services
• Flexible Spending Account plans for Health Care and Daycare
• State Employees Credit Union

U.S. Military Veterans may qualify for additional bonus points towards certification.  Any job offer will be contingent on the candidate providing U.S. Military form DD214 verifying honorable discharge from services prior to starting employment (and may be requested prior to interview).  Permanent State employees do not need to submit proof of Veterans' status. 

If you are unable to apply online, or encounter difficulty attaching required or optional documentation.  You may submit via email to Tiffany.Lott-Mallard1@maryland.gov.  Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure time processing. 

Please Do Not Fax or Email Unsolicited Documentation

Completed applications, required documentation, and any required addendums may be mailed to: 

MDOL Office of Human Resources 

Attn: Tiffany Lott-Mallard (24-005476-0047)

100 S. Charles Street

Baltimore, Maryland 21201

The MD State Application Form can be found online.