Senior Training & Quality Improvement Specialist - (Monday.com) Public Health

Senior Training & Quality Improvement Specialist - (Monday.com) Public Health

“Follow Your Calling, Find Your Career”

Hiring Range: $57,346.00 - $75,266.63

This is an exempt (salaried) position. Pay rates are based on education, skill, experience level and internal equity. Internal equity consideration included an assessment of the applicant’s salary history and qualifications in comparison to the market rate and requirement for the job.

This role is on-site 5 days a week, 8:00 AM to 5:00 PM.

About Us
At Mecklenburg County, you’ll have the chance to build a career as unique as you are with support, inclusive culture and technology to become the best version of you. We’re counting on YOUR unique voice and perspective to help Mecklenburg County Public Health become even better, too. Join us and build an exceptional experience for yourself, and a healthier world for all. As a member of the Mecklenburg County Public Health team, you will become a subject matter expert in the public health field. The CDC foundation explains that “Public health is the science of protecting and improving the health of people and their communities. This work is achieved by promoting health lifestyles, researching disease and injury prevention, detecting, preventing, and responding to infectious disease”. Come be a part of Mecklenburg County’s Public Health department’s vision to “assure the health and safety of our diverse and changing community today and for future generations.

Position Summary

The Senior Training & Quality Improvement Specialist for Monday.com is part of the Office of Innovation and Strategy within Mecklenburg County Public Health (MCPH). The position is responsible for providing training and supporting staff across the department in using Monday.com, a customer relationship management (CRM) system. Additionally, the position will support program leaders in improving the quality of services using performance data.

Monday.com Training and Support
Design, develop, and deliver training for users related to Monday.com that improves their knowledge and ability to use the system.
Analyze results of training efforts and recommend improvements where needed to better accomplish core training objectives.
Provide frontline support for Monday.com users including facilitation of regular user group meetings and establishing processes for users to request support in resolving minor issues with Monday.com deliverables.
Support program leaders in maintaining and adapting automated workflows in Monday.com related to reporting and monitoring program activities.

Quality Improvement
Create and maintain quality improvement tools within Monday.com, such as scorecards and performance measure reports, and dashboards, that support program leaders in identifying quality challenges and implementing solutions.
Develop and implement processes and procedures that improve quality across the services provided by the Office of Innovation & Strategy

Essential Functions
Perform root-cause analyses and assessments at the organizational, team, and individual levels.
Test services, analyze results and make recommendations for improvements.
Ensure services meet specifications and understand and ensures regulatory compliance.
Develop and implement processes and procedures meant to improve quality throughout an assigned area.
Perform reviews of finished or in-process procedures, analyzes data, and identifies trends in defects.
Investigate quality failures and recommends changes to internal procedures to prevent future quality issues.
Assess and report on the impact of process changes on quality.
Develop assessment tools and data collection methods in order to identify service delivery/compliance problems, and participating in the alteration of systems as necessary.
Assess the training needs of employees.
Assist with marketing training programs through the organization to enhance employee awareness and participation.
Consult with internal customers to address identified performance problems and recommends, develops, and delivers appropriate learning solutions.
Develop and deliver both traditional classroom and online training using research, subject matter experts, or other knowledge sources to create effective original training programs customized to meet the specific needs of the department.
Identify meaningful ways to measure the effectiveness of various training solutions provided to the organization.
Partner with management to assess performance problems through various information gathering methodologies such as focus groups, surveys, and employee interviews in order to provide an appropriate recommendation.
Obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials.
Plan, implement and evaluate training activities for employees.

Minimum Qualifications
Experience:
Minimum of four years of quality control or training experience.

Education:
Bachelor's degree in a related field.
Combination of relevant education and relevant experience accepted?: Yes

Licenses and Certifications
Requires a valid North Carolina or South Carolina Driver's License
Requires County Driving Privileges

Preferred Qualifications
Experience working with and training staff on Customer Relationship Management (CRM) systems such as Monday.com.
Graduate degree in public health, public administration, health administration or a similar field.

Knowledge, Skills and Abilities
Knowledge of
Principles, practices, methods and theories of training and employee programs
Adult learning theories and of training and development principles, practices and methods
E-learning and other technological solutions and the ability to effectively use these platforms to develop and deliver training
Modern office practices
Training technical information and creating written documentation/resources that support training
Expertise in programs in area of assignment
Working knowledge of quality assurance program practices; planning and development of assessment tools and techniques to include use of software and data reporting mediums

Skills
Develop recommendations to solve problems in different program service areas by assisting in planning goals and developing deficiency resolutions
Provide technical assistance, consultation to staff
Exercise judgment and discretion in interpreting and applying quality standards, policies and procedures
Communicate effectively with professional and administrative personnel
Maintain effective working relationships with various staff
Assess problems and coordinate resolutions with various parties
Strong project management and organizational skills to plan, prioritize, multi-task and independently execute projects/tasks with specific deadlines while maintaining flexibility
Excellent analytical and research skills as demonstrated by the ability to collect, develop, assess and blend information and recommendations from a wide variety of sources
Strong critical and creative thinking skills to assess and resolve problems or issues by gathering and assessing information, taking advice and using judgment that is consistent with standards, practices, policies, procedures, regulations and/or laws

Abilities
Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units or organizations to help achieve business goals
Collaboration: Working effectively and cooperatively with others; establishing and maintaining good working relationships
Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
Developing Others: Planning and supporting the development of individuals’ skills and abilities so that they can fulfill current or future job/role responsibilities more effectively
Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement
Formal Presentations: Presenting ideas effectively to individuals or groups when given time to prepare; delivering presentations suited to the characteristics and needs of the audience
Adaptability: Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures”

Computer Skills
Proficient in various computer applications including Microsoft Office Suite.

Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Disclaimer Statement
This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor’s request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.