Senior Trainer - California Health Exchange - State of CA - Sacramento

15 Feb 2015 4:11 PM | Anonymous

posted 9/23/14, but it possibly has not been filled. If you've done your 678 and taken the AGPA exam for the state, give it a shot! 

Salary: $4,488.00 - $5,618.00
Posted: 09/23/2014

Job Description:
Under the general direction of the Staff Services Manager II, Support Services, The Senior Trainer develops and delivers initial and ongoing skills-based training focused on building staff competencies. The Senior Trainer serves as the division’s subject matter expert on instructional design, adult learning theory, and/or training delivery. 

There is one vacancy in the following Program Area: 

Service Center/Support Services/Training Unit

*Free parking 

• Customer Service is the first point of contact for the California Health Benefits Exchange (Exchange) customers. Communication channels include telephone, secured online messaging, and written correspondence. Service Center Agents are the first point of contact for Exchange customers and are responsible for providing accurate, consistent, complete, and timely responses to each inquiry.

• The Senior Trainer collaborates with Service Center staff to achieve Service Center performance objectives and maximize customer satisfaction. Service Center staff support each other by demonstrating acceptable productivity levels, consistent schedule adherence, and minimal unplanned absences. All staff is expected to demonstrate diplomacy and professionalism and to treat each internal and external customer with dignity and respect while working to resolve customer issues.

• Classroom Training. TRAVEL IS REQUIRED: Delivers training curriculum in a classroom setting. Uses adult learning principles to create and maintain an engaging learning environment with the outcome of increased retention of training content. Plans ahead and organizes resources for each training class, works with classroom guest speakers to prepare them for the audience and provides necessary feedback to strengthen the quality and delivery of material, prepares and executes contingency plans to work around any technical or logistical problems, thoroughly studies trainers’ notes prior to each class and personally prepares for training delivery, coordinates with co-trainer(s) to ensure a seamless training experience. Manages the classroom experience to build trainee competency and improve job performance, ensures the learning environment is open and collaborative and aligned with the Exchange mission, vision, and values, shares knowledge and resources and encourages the same of others, continually assesses trainees’ comprehension and adjusts training plan on-the-fly to meet the needs of each specific class, recognizes differences of opinion, brings them out into the open for discussion, and looks for win-win solutions, uses appropriate interpersonal styles and methods to reduce tension and address conflict. Serves as a role model to trainees and actively supports leadership expectations and guidelines, despite own viewpoints and opinions, confidently conveys key leadership and organizational messages and integrates them into the learning experience, helps participants see the bigger picture related to what is being taught in class, recognizes the potential benefits of change and acts as a change leader by helping trainees deal with the effects of change. Assesses trainee progress and documents it in training reports, meets with each trainee’s Team or Unit Manager to convey trainee performance and discuss any follow-up support needed to solidify learning. Demonstrates command of all subject matter and acts as a resource for less experienced Trainers.

• Instructional Design. Develops and designs curriculum aimed at aligning employee performance with organizational goals, selects delivery methods to achieve designated learning outcomes, responsible for all of the major phases of the instructional systems design process including needs analysis, course/program design and development, selection of instructional media and methods, and formative and summative evaluations, employs participant-centered training techniques, develops instructional materials including participant and leader guides. Based on an annual learning needs assessments, recommends training and/or performance solutions to meet identified skill or knowledge gaps, using a blended learning approach to design training solutions, ensures staff receive as-needed learning opportunities on all business, technical, procedural, legislative, soft skills, and system changes, partners with HR Training Services, and appropriate SMEs to ensure training solutions and materials meet the business needs, provide agents with the most up-to-date information to serve customers, and enhance staffs’ business knowledge and customer service delivery skills. Possesses, acquires, and maintains the technical/professional expertise required to design training solutions to meet business needs.

• Customer Service. Actively supports customer service objectives by responding to customer inquiries received through the Exchange toll-free telephone number and secured messaging system, performing all the same essential functions as a Service Center Analyst. Responds to inquiries and resolves customer-related issues from Exchange customers, assists Service Center agents with answering customer inquiries by providing technical information and guidance through the elevated queue and responding directly to the more difficult customer questions or complaints. Adheres to organizational expectations and serves as a role model for Service Center staff, maintains good attendance with minimal unplanned absences.

• Team Participation. Professionally and effectively represents the Service Center on project teams. Leads or participates on Service Center project teams to analyze data and recommend process improvements, develops better or faster ways to accomplish tasks, works cooperatively with others to produce innovative solutions, effectively communicates the division’s perspective on cross-functional teams, anticipates possible problems and develops recommendations for resolution, provides regular project updates to leadership and training, as appropriate, to Service Center staff. Coordinates the logistics for organizational training opportunities, acts as liaison with HR Training staff to schedule Service Center staff in mandatory and elective training classes, and tracks training attendance for all Service Center staff.

• Training Evaluation. Using data from Kirkpatrick’s four levels of training evaluation continually analyzes and evaluates training effectiveness in achieving business outcomes. Based on analyses, develops recommendations for improving content, content delivery, and other performance improvement tactics, initiates post-training review process to gather data on trainee performance from Team or Unit Manager and Quality Assurance Analysts, analyzes data to determine if trainees have achieved expected performance targets and recommends curriculum adjustments to address systemic problems.

• Leadership Support. May serve as a temporary team lead in the absence of the Training & Performance Manager.

CORE COMPETENCIES. All employees are responsible for understanding and demonstrating the following core competencies:
• Adaptability & Flexibility
• Communication
• Customer/Client Focus
• Teamwork
• Work Standards, Quality Orientation, & Initiative

CLASSIFICATION COMPETENCIES. Understanding and demonstration of these additional competencies supports the associate-level analyst’s daily performance: 
• Analytical Thinking
• Creative Thinking
• Ethics & Integrity
• Forward Thinking 
• Managing Work
• Organizational Awareness
• Planning & Organizing
• Technical/Professional Knowledge & Skill
• Thoroughness
• Written Communication


Travel Will be required

Office setting with low partitions. Very open floor plan.
Schedules span the hours of 7:45 am to 9:30 pm Monday through Friday and 7:45 am to 7:00 pm Saturday. 

Communicate effectively
Sit for extended periods of time
Lift up to 25 pounds
Daily computer use
Type 40 wpm
Talk on the telephone for extended periods using a headset

BACKGROUND CHECK: All applicants may be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice to disclose criminal records. 

This position may become permanent- full-time in the future. 

The Exchange is fast-paced with a need for creativity, self-motivation and organizational skills. If you are interested in a challenging, opportunity in a highly team oriented environment you are encouraged to apply. 

INSTRUCTIONS TO APPLY: You must have eligibility in one of the following areas:
List, lateral transfer, reinstatement, or surplus:

1. Take the Associate Governmental Program Analyst examination. To do so, please view the exam bulletin at:
2. Once you have taken and successfully passed the examination, you will be added to the eligibility list.
3. Now you are eligible to apply for a job vacancy for that classification.
4. All applicants must submit a signed Standard State Application (STD 678) to the address provided below. 

All methods of appointment may be considered. Applications will be screened and only the most competitive candidates will be invited to interview. 

SROA/surplus/reemployment employees are encouraged to apply. Surplus candidates must attach a copy of their surplus letter. 

Benefit information can be found on the CalHR website,, and the CalPERS website, 

Additional Information:

Working Title Position Number
Associate Governmental Program Analyst-Senior Trainer 801 - 316 - 5393 - 749
Location County
California Health Benefit Exchange/Covered California SACRAMENTO
Timebase Tenure
Full Time Limited Term  24 month(s)
Final Filing Date: Department Link:
Until Filled None Specified
Contact Unit/Address Contact Name/Phone
California Health Benefit Exchange (CB 749)
PO Box 3530
Rancho Cordova, CA 95670
Charles Bormann
(916) 437-5019

© ATD Sacramento Chapter

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