Overview
The Program Officer, Instructional Design will support the IRC’s efforts as a subcontractor for the Office of Refugee Resettlement National Call Center and Sexual Abuse Hotline. The role will design and deliver call center staff-facing learning resources.
Key Responsibilities
- Assist the sub-contract team in successfully executing a vision for call center staff training and development
- Work closely with subject matter expert teammates to conduct learning needs assessments, establish learning objectives, and design and develop content
- Ensure that training needs of call center staff are supported and met through iterative products that respond to learner feedback
- Facilitate virtual and in-person training programs
- Develop eLearning modules, job aids, and other multimedia learning tools
- Contribute to the Call Specialist Handbook development and ongoing updates as needed
- Identify and implement educational technologies to support training approaches
- Assist in maintaining training records for call center staff
- Evaluate training for efficacy and adjust methodology and materials as needed to improve understanding of information by call center staff
- Support the program’s established training plan
Required Experience
- Minimum four years of experience developing and implementing training, technical assistance, capacity-building, or education programs
- Experience contributing to program monitoring and evaluation (data collection, management, and reporting)
- Experience with webinar software
- Experience engaging with subject matter experts and building collaborative trainings
- Familiarity with ORR unaccompanied children programming a plus
Qualifications
- Bachelor’s Degree in instructional design, education, or other relevant field (or equivalent work experience and/or certification)
- Graduate degree highly desired
- Instructional Design certification preferred
