Bilingual Corporate Training Facilitator
at Maximus

Job Description

Description & Requirements

About Maximus

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Position Summary

The Corporate Facilitator is responsible for coordinating and delivering corporate and program-based learning events for Maximus staff. This position also provides end-to-end coordination and documentation of changes to policy and procedures through operational bulletins, work instructions and training materials throughout corporate Maximus business units.

Your typical week at Maximus

Coordinate learning events:

• Work with corporate business areas, the Learning & Development team and the Manager, Learning & Development to tailor the learning event to the learners' needs.

• Suggest appropriate training method if a performance gap is identified and work with the appropriate manager or supervisor to address and action.

• Self-preparation for upcoming learning event by gaining a thorough knowledge of material, reaching proficiency with the system application, and preparing equipment and facilities for the event.

• Prepare learners by requesting system reset or access, user id's and passwords, printing handouts and assembling binders, and communicating scheduling.

• Track attendance and certification using a Learning Management System and provide reports to the appropriate program area.

Deliver learning events in virtual environment:

• Facilitate a variety of learning events for:

• Soft skills (e.g., call control, customer service, supervisory skills, etc.)

• Technical systems applications (e.g., Maximus and client production systems, MS Office applications, Service Desk, ADP Workforce Now, etc.)

• Corporate programs (e.g., policies and procedures as they apply to Call Centre).

• Use a variety of tools to deliver a learning event online, including laptops, web conferencing software, audio visual media, and recording devices.

• Apply a variety of instructional techniques (such as role playing, systems practice exercises, group discussions, system demonstration, lectures, and debrief activities) to meet learning objectives.

• Respectfully engage a reluctant audience, present content clearly and accurately, and display enthusiasm.

• Demonstrate excellent presentation skills, with the ability to present articulately and confidently.

• Use a learner-centered approach by encouraging participation, providing individual help, drawing upon learner experience/knowledge, checking for understanding and providing feedback.

• Employ time management, organizational and multi-tasking skills to manage the learning event and achieve the learning objectives.

• Augment self-led learning with prepared practice exercises.

• Evaluate learner performance in the classroom and report back to the Learning & Development Manager or the learner's supervisor or manager.

• Working with the Learning & Development team, suggest improvements to training material and update training material as required.

Develop training material to address performance gaps, policy and procedural changes, following Adult Learning principles:

• Update systems user guides/handbooks as required.

• Update eLearning courses which are impacted by new program policy and work procedures.

• Develop Level 1 eLearning to address minor performance gaps.

• Develop online quizzes and activities to assess learning.

• Develop customized classroom training, presentation slides, participant's and facilitator's guides from existing materials.

• Develop job aides.

• Identify skills gaps though regular meeting with the Quality Assurance (QA) group to identify any knowledge/training gaps or ongoing knowledge transfer via training sessions.

Document and disseminate program policy and work procedures:

• Working with the Learning & Development team, QA and program leads, perform analysis, to determine gaps in written procedures that embody government or Maximus policies.

• Update existing work instructions or create new work instructions techniques from scratch, providing clear and accurate step-by-step instructions for system use and work flow procedures.

• Write and organize material using plain language in a professional format but in end user terminology and language.

• Manage the review and approval process in a timely fashion.

• Publish and disseminate materials after approval, using various communication techniques.

What you offer us

Knowledge, Skills and Abilities

• Extensive experience coordinating and delivering online training (webinars or presentations). Experience with technical training preferred.

• Experience documenting processes, systems functions and work procedures in a corporate or government setting.

• Technically competent with a variety of systems; ability to learn new systems quickly with minimal instruction.

• Proficient knowledge of MS Office (Outlook, Word, Excel, and PowerPoint).

• Experience using eLearning authorware preferred.

• Experience working in a call center, customer service or help desk business area preferred.

• Ability to work in a fast-paced environment with tight timelines required.

Education and Experience

• Post-secondary diploma or certificate in Adult Learning, or equivalent combination of education and experience. Certified Training Professional, Adult Trainer or Educator preferred.

• 1-3 years progressive experience in facilitation, training material development, and training administration.

Other

• Must clear Federal Reliability Security Clearance

• Must be bilingual in French and English

What we offer you

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:

• Competitive market-based salaries

• Comprehensive employer-paid benefits from day one

• Three weeks of paid vacation

• Group Retirement Savings Plan

• Hybrid and remote work environments in Canada

• Workplace Telework allowance

• Employee appreciation events

Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations and gender identities recognizing that this is paramount for the growth and success of our organization.

Maximus Global Core Values

• Accountability - Accepting responsibility to solve problems and rise to each challenge
• Collaboration - Partnering to instill trust and working as one
• Compassion - Empowering humanity by applying empathy and insight to every interaction
• Customer Focus - Cultivating an authentic desire to help others succeed
• Innovation - Embracing change and championing new ways forward
• Respect - Valuing the work we do, who we do it with, and the people we serve

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.