Training Facilitator, PHIEA

About the Department

Position Duties

• As a Training Facilitator, you will design, develop, deliver, and evaluate training that helps Pennie’s customer service representatives confidently serve Pennsylvanians. Your work will help prepare our Contact Center teams for Open Enrollment, periods of rapid growth, operational changes, and the everyday work of helping Pennsylvanians connect to health coverage. In this role, you will : Build practical learning experiences. Develop curricula, presentations, facilitator guides, job aids, knowledge checks, eLearning, simulations, and other learning resources for adult learners. Lead the virtual classroom. Facilitate virtual new-hire, systems, refresher, and ongoing training using interactive activities that keep learners engaged and reinforce real-world application. Turn complex information into clear training. Partner with Policy, Operations, Technology, and Contact Center teams to translate policy, system, and process changes into learning employees can understand and use. Make learning better. Use assessments, learner feedback, performance information, and identified skill gaps to evaluate effectiveness and develop targeted training solutions. Keep learning organized. Use a Learning Management System (LMS) to support training content, courses, learner records, and completion tracking. Here is the big picture : when our teams feel confident, our customers can too. The learning you create will help our Contact Center employees turn complex information into clear, helpful conversations - and help Pennsylvanians feel supported as they find the health coverage that’s right for them. Interested in learning more? Additional details about this position can be found in the position description . WORK SCHEDULE AND ADDITIONAL INFORMATION Full-time employment Work hours: 8:00 AM to 4:30 PM, Monday – Friday with a 60-minute lunch. Telework: You may have the opportunity to work from home (telework) full-time. To telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview. Salary: Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $70,005.00 (before taxes ) . You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.
• As a Training Facilitator, you will design, develop, deliver, and evaluate training that helps Pennie’s customer service representatives confidently serve Pennsylvanians. Your work will help prepare our Contact Center teams for Open Enrollment, periods of rapid growth, operational changes, and the everyday work of helping Pennsylvanians connect to health coverage.

In this role, you will

WORK SCHEDULE AND ADDITIONAL INFORMATION

• Full-time employment
• Work hours: 8:00 AM to 4:30 PM, Monday – Friday with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) full-time. To telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary: Selected candidates who are new to employment with the Commonwealth of Pennsylvania will begin employment at the starting annual salary of $70,005.00 (before taxes ) .
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

Minimum Qualifications

• QUALIFICATIONS Organizational or Location Restrictions: This posting is restricted to Commonwealth employees only. Minimum Experience and Training Requirements At least two years of professional experience in training, learning and development, instructional design, or a closely related field, including experience designing, developing, delivering, and evaluating structured training programs for adult learners; and A bachelor's degree (or an equivalent combination of education and experience). Additional Requirements: You must have professional experience developing curricula and instructional materials for adult learners using adult learning and instructional design principles. You must have professional experience delivering virtual instructor-led training to groups of adult learners. You must have professional experience developing and delivering training for a high-volume operational workforce, such as contact center, healthcare, insurance, financial services, or government operations. You must have professional experience using a Learning Management System (LMS) to manage training content, courses, assignments, learner records, or training completion. You must currently reside in or be willing to relocate to Pennsylvania for the duration of your employment. You must be able to perform essential job functions. Preferred Qualifications (not required): Experience developing and delivering training specifically for contact center or customer service operations. Experience translating complex policies, regulations, or system processes into clear training content. Experience developing asynchronous, self-paced, or eLearning content using tools such as Articulate 360. Experience developing assessments and using learner performance data, assessment results, or feedback to evaluate training effectiveness. Experience developing training for customer relationship management (CRM), eligibility, ticketing, telephony, or similar operational systems. Experience with Affordable Care Act (ACA) federal- or state-based exchanges and/or Medicaid programs.

Organizational or Location Restrictions

• This posting is restricted to Commonwealth employees only.

Minimum Experience and Training Requirements

• At least two years of professional experience in training, learning and development, instructional design, or a closely related field, including experience designing, developing, delivering, and evaluating structured training programs for adult learners; and
• A bachelor's degree (or an equivalent combination of education and experience).

Additional Requirements

• You must have professional experience developing curricula and instructional materials for adult learners using adult learning and instructional design principles.
• You must have professional experience delivering virtual instructor-led training to groups of adult learners.
• You must have professional experience developing and delivering training for a high-volume operational workforce, such as contact center, healthcare, insurance, financial services, or government operations.
• You must have professional experience using a Learning Management System (LMS) to manage training content, courses, assignments, learner records, or training completion.
• You must currently reside in or be willing to relocate to Pennsylvania for the duration of your employment.
• You must be able to perform essential job functions.

Preferred Qualifications (not required)

• Experience developing and delivering training specifically for contact center or customer service operations.
• Experience translating complex policies, regulations, or system processes into clear training content.
• Experience developing asynchronous, self-paced, or eLearning content using tools such as Articulate 360.
• Experience developing assessments and using learner performance data, assessment results, or feedback to evaluate training effectiveness.
• Experience developing training for customer relationship management (CRM), eligibility, ticketing, telephony, or similar operational systems.
• Experience with Affordable Care Act (ACA) federal- or state-based exchanges and/or Medicaid programs.

Other Qualifications

• How to Apply: Resumes, cover letters, and similar documents will not be reviewed , and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education). If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable. Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted. Failure to comply with the above application requirements may eliminate you from consideration for this position. All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information. Veterans: Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to http://www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans. Telecommunications Relay Service (TRS): 711 (hearing and speech disabilities or other individuals). If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date. Pennie is an equal employment opportunity employer and is committed to a diverse workforce. Pennie values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. Pennie does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.

How to Apply

• Resumes, cover letters, and similar documents will not be reviewed , and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.
• All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

Veterans

Telecommunications Relay Service (TRS)

Benefits

• Learn more about our Total Rewards by watching this short video ! See the total value of your benefits package by exploring our benefits calculator . Health & Wellness We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.* Compensation & Financial Planning We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options. Work/Life Balance We know there’s more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.* Values and Culture We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving. Employee Perks Sometimes, it is the little “extras” that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships. For more information on all of these Total Rewards benefits, please visit www.employment.pa.gov and click on the benefits box. *Eligibility rules apply.
• Learn more about our Total Rewards by watching this short video !
• See the total value of your benefits package by exploring our benefits calculator . Health & Wellness
• We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

Supplemental Questions