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This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

Virginia Retirement System (VRS)
Language Incentive
Referral Bonus
Tuition Assistance Program

Description

The City of Richmond's Department of Public Utilities is seeking a qualified Management Analyst, Senior to serve as a Trainer & Quality Assurance Specialist for the Organizational Support Division-Workforce Development Team. This position will focus on initiatives of the Customer Service Division, Logistics & Field Operations. The candidate should be familiar with Department of Transportation's Operator Qualification Program, AWWA standards and processes and the knowledge and skills to train logistics, dispatch, and field operations staff to meet the required qualifications. The incumbent coordinates, develops, and facilitates journey-level training and development programs.

Duties include but are not limited to

Develop and maintain training material for various platforms, audiences, and styles including in-person, blended learning, front-line and supervisory staff, and microlearning, that covers customer service operational areas of Field Operations and Logistics.

Evaluate existing content to ensure voice, grammar, and style are consistent with established branding and style guidelines.
Stay up to date on operational changes and ensure all content is current and relevant. Collaborate with employees, leadership, and business partners to understand needs and changes.
Design and evaluate assessments, knowledge checks, surveys, and make recommendations / implement needed changes.
Respond to urgent content creation requests, delivering high-quality materials within tight deadlines.

Deliver new hire, refresher, remedial, and operational / process change training.

Provide status updates on training progress, recommendations, and/or needs.
Create and schedule process reminders, distribute process changes, and other time-sensitive information via Microsoft Teams for multiple division channels.
Maintain training records which may include employee performance, productivity, etc.
Collaborate with workforce and quality teams.

Administer needs assessments to determine and prioritize training needs.

Evaluate the quality of calls, service orders, meter readings, emergency notifications, and other transactions to assess effectiveness of training and recommend improvements to training modules /curriculum, quality assurance, and coaching
Use quality assurance observations and feedback to refine existing training and develop refresher training content.

Create and coordinate training calendars for training facilitation.

Establish cadence for refresher and cross-training efforts.
Establish and maintain new hire onboarding schedule and training.

Stay abreast of industry developments, trends, and challenges; skills, best practices, attend seminars, conferences, subscribe to industry journals, etc.

Promote change, employee engagement, and foster a safe learning environment.

Qualifications, Special Certifications and Licenses

MINIMUM TRAINING AND EXPERIENCE:

Bachelor's degree in business or public administration, or field related to assignment
Four years of journey-level professional experience in area related to assignment, such as program/project management or management/policy/financial analysis
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

None required

PREFERRED TRAINING AND EXPERIENCE:

One year of training and development experience
Knowledge of Operator Qualification Training & Testing applications.
Knowledge of Miss Utility and CFR 49.192 compliance.
Knowledge of OSHA and CFR 49.192 Operator Qualification (OQ) requirements.
Natural Gas System maintenance and installation experience.
Knowledge of AWWA practices and procedures
Experience with reviewing and analyzing data.
Experience with computer-based training.
Microsoft Office Suite experience.
Customer service experience is a plus.
Valid Driver's License.

KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Considerable knowledge of adult learning theory and other various strategies, Computer programs such as Adobe Captivate, Curriculum design, electronic databases, and related software applications such as EWN and Microsoft Office.,
Knowledge of policies regarding area of focus, Specific area of training, Communication Leadership.
Demonstrated skills of Assessing training needs, Coordinating and scheduling training for a variety of people, Creating and updating any necessary materials such as PowerPoint presentations, handouts, booklets, etc.,
Delivering training, Speaking and writing effectively, Designing and developing a curriculum for new policies or procedures, Facilitating a group, either for small or large group instruction,
Experience with developing marketing information regarding training such as flyers, postcards, bulletins, etc.,
Ability to use discretion to decide when and what training should be conducted based on training records and current needs Leading.
Demonstrated abilities of Communication on all levels, Customer Service, Organization, Project management, and public speaking.

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly talk, hear, see, and perform repetitive motions; frequently reach and finger; and occasionally climb, balance, stoop, kneel, crouch, crawl, reach, stand, push, pull, lift, walk, grasp, and feel. The working conditions may not include environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

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