Disability HUB MN Training Manager

Headquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes.

At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission.

• Serve as the Hub’s internal SME on Minnesota disability services programs and related policy and operational guidance. 
• Monitor, interpret, and operationalize policy, procedure, and system changes (state/federal and DHS/DCYF guidance) and translate them into training, coaching, job aids, and knowledge base content. 
• Maintain advanced, current knowledge of Minnesota disability programs and policy and to provide internal guidance for Hub training and knowledge content.  
• Develop and execute a comprehensive training strategy aligned with Disability Hub MN’s service model, organizational priorities, performance goals, and DHS/DSD policies. 
• Assess organizational, team, and individual training needs in collaboration with the System Support Specialist, supervisors, QA, operations, systems, and leadership; design and maintain onboarding, role-based, and ongoing training using adult learning and instructional design best practices. 
• Deliver engaging instructor-led, virtual, blended, and eLearning programs that promote knowledge retention, skill application, and timely employee proficiency. 
• Ensure all training content and materials comply with state and federal human services regulations, privacy and accessibility standards, and organizational policies; update curriculum promptly in response to regulatory, policy, or system changes. 
• Develop, manage, and maintain accessible training resources, including manuals, job aids, multimedia content, knowledge articles, and LMS-based learning modules; track participation and learner progress. 
• Evaluate training effectiveness using feedback, assessments, performance metrics, and data analysis; identify trends, gaps, and risks to drive continuous improvement and service quality. 
• Provide coaching, mentorship, and performance support to staff and supervisors to reinforce learning, strengthen workforce capability, and support successful onboarding and integration. 
• Manage multiple training initiatives and projects simultaneously; collaborate cross-functionally to align training with operational needs, support change management efforts, and prepare reports summarizing outcomes and recommendations for leadership.

Requirements 

• At least 3 years of professional experience in training, program management, or human services administration. 
• Strong knowledge of adult learning principles, instructional design, and training methodologies. 
• Excellent verbal and written communication skills, with the ability to present complex information clearly. 
• Strong organizational skills with the ability to manage multiple training programs and meet deadlines. 
• Proficiency in learning management systems (LMS) and digital tools for training delivery and reporting. 

Qualifications

• Must reside in Minnesota.  
• Bachelor's degree in education, Instructional Design, Organizational Development, Human Services, Public Administration, or a related field preferred; or equivalent combination of education and experience.
• Employment is contingent upon successful completion of a criminal background check and education verification. 
• Demonstrated ability to assess organizational training needs and develop curricula for diverse staff. 
•  Experience in designing, implementing, and evaluating comprehensive training programs. 
• Experience coaching staff to improve performance. 
• Proficiency in LMS, webinar platforms, and other digital tools to enhance learning delivery and tracking. 
• Demonstrated ability to ensure training programs meet compliance standards and adapt content based on policy changes. 
• Experience preparing reports summarizing training outcomes, gaps, and recommendations. 
• Proven ability to manage multiple projects, priorities, and stakeholders effectively. 
• Strong interpersonal skills to foster a collaborative and supportive training environment. 
• Commitment to ongoing professional development, innovation, and continuous improvement. 
• Demonstrated knowledge of Minnesota disability-related programs and policies (e.g., waivers/LTSS, MA/MA-EPD, CFSS/PCA, Housing Support, etc.) and ability to interpret updates for training and operations.