Child Abuse Hotline Training and Development Coach

Child Abuse Hotline (CAH)

Training & Development Coach (Intake Supervisor)

The Training & Development Coach will provide support to the Child Abuse Hotline’s (CAH) New Hire Pre-Service training program. This position will provide “Transitional Training” to all new hires who successfully exit the Pre-Service training course. Transitional Training is the “on-the-job” training portion (2^nd half of training) that all new hire staff must complete prior to officially exiting the overall CAH training program and beginning their new role with the Hotline. The Training & Development Coach also assists with the new hire training of Part-Time Employees. The Training & Development Coach is also responsible for proactively assessing the training needs of current CAH seasoned staff. Once those needs are assessed, this position would provide and/or coordinate training workshops for Hotline staff. This position provides and/or coordinates all improvement coaching sessions. This position is also a member of the Hotline’s Service Desk that assists with maintaining the Hotline’s Daily Operations, which monitors call center functionality and child safety quality assurance. This position is considered Hotline leadership but does not provide direct performance management to direct report staff.  

This position would perform Training & Development Coach functions for the Hotline that include, but are not limited to the following:

• Provide the CAH New Hire Transitional “On the Job” Training to all new hire staff. Determine the new hire staff’s ability to successfully exit the training program and join their assigned teams via Quality Assurance Panels.
• Provide and/or coordinate the new hire training for part-time employees who may have training availability that falls outside of the typical new hire pre-service schedule. This may include working overtime/after hours.
• Provide both in-person training sessions and virtual sessions via Microsoft Teams.
• Provide and/or coordinate Quality Improvement Plan (QIP) Coaching Sessions for designated Hotline staff.
• Provide and/or coordinate Probationary staff coaching sessions.
• Provide and/or coordinate Skills Sharpening Workshops and ongoing training for current Hotline staff based on the Hotline’s staff IPP goals.
• Assist Hotline Director and Team Coordinators with determining the necessary action steps for the Hotline in general when patterns of performance deficits are discovered. 
• Coordinate with Hotline Leadership to assess any performance deficits that can be addressed during new hire training, skills sharpening training sessions, and/or coaching sessions performed for Hotline staff.
• Assist with DCS or Community Partner outreach trainings and presentations.
• Assist with CAH Intake Analyst Program Training.
• Assist with CAH staff support and morale-boosting activities.
• During designated busy months for the Hotline, this position would also assist the Service Desk Floor Coordinator and Assistant Floor Coordinator with monitoring the Hotline Queues, TFACTS Workloads, Web and Email Report assignments, P1 Reconsiderations, screening intakes, and taking Hotline ACD calls when deemed necessary to help maintain the Hotline’s Service Level and Abandon Call Rate expectations.
• Successfully complete and pass the Child Abuse Hotline Pre-Service training program, the Intake Supervisor training program, complete additional Train the Trainer sessions, as well as any additional mandatory annual training courses for DCS and/or Child Abuse Hotline.
• Attend (and at times assist with conducting) any designated mandatory meetings.
• Participate in designated mandatory overtime shifts that could include monthly weekend shifts, holiday shifts, and on-call shifts. This is to ensure appropriate staff coverage for the 24/7/365 Child Abuse Hotline.

Shift Hours

Training and Development Coach schedule is 8:00 am CST to 4:30 pm CST, Monday through Friday. Shift hours could fluctuate at times based on the training needs of a 24/7/365 Child Abuse Hotline. Working some overtime is required (nights, weekends could be necessary at times).

Work Setting

The Hotline does have “work from home” capabilities. To qualify for “working from home”, you must be able to provide your own internet service (not Wifi) and have a private and confidential space remotely to conduct job-related tasks. The computer equipment will be provided. If you are unable to work remotely successfully, you will be required to work in the office at the Child Abuse Hotline located in Nashville, TN.

Training Hours

New hire training for this position is 8:00 am CST to 4:30 pm CST, Monday through Friday. Training is paid. Training is conducted both in person (Nashville, TN) and virtually (MS Teams). The duration of total new hire and then supervisory training is typically up to 16 weeks, but it depends on related work experience, learning speed, successfully meeting training milestones, etc. The first part of training is devoted to general Hotline intake staff-related tasks, and then the next part will be specific Hotline supervisory training. In-person training occurs in Week 1 (3 days), Week 2 (2 days), Week 3 (2 days), Week 6 (2 days), and Week 7 (2 days). There may be other times designated for in-person sessions at the Hotline in Nashville, but these are typically based on training progress/needs. Since this is a training position, more specific “trainer” training will be provided to ensure professional qualifications for this role. Those trainings will require both in-person and virtual attendance.