Customer Service Trainer

Company Biography:
Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. We are also proud to be named one of Greater Toronto's Top Employers for 2022! Learn more at shn.ca

FOR EXTERNAL APPLICANTS ONLY: As a condition of employment, you are required to submit proof of full COVID-19 vaccination status to the Hospital’s Workplace Health and Safety department.

Position Overview:
The incumbent will be responsible for the design, development and delivery of a values-based and compassion-driven "customer service" training curriculum to support staff in their delivery of high-quality service and care to patients, families and colleagues. This position will be part of a dynamic Organizational Development team within the hospital’s People and Transformation portfolio.

Company Vacancy/Request for Transfer:
The completion of this online form serves as your application and will be used to determine if you meet the requirements of this position. Please ensure that you have provided all pertinent information necessary to be considered for this vacancy by the close date.

Responsibilities:

• Conduct an environmental scan to inform innovative training design and delivery. This could include internal stakeholder consultation, review of SHN’s existing training offerings, peer hospital consultation, best practices review etc.
• Design and develop evidence-based, interactive, and engaging content, experiential learning activities, resources, job-aids, experiences etc.
• Develop and implement an evaluation plan and tools to determine and monitor training effectiveness over time.
• Work with Communications Specialist to develop and implement a branding and communication plan.
• Schedule sessions and monitor registration.
• Deliver training to staff, leaders, medical staff, and volunteers via in-person, live-online, eLearning modules, blended, micro-lessons, and/or videos etc.
• Implement a 'train-the-trainer' approach to accelerate the roll-out of the training and build internal capacity.
• Recommend enablers of post-training sustainability, such as organizational structures, supports, and/or resources etc.
• Identify and, possibly, build sustainability measures, to reinforce learnings over time and address future new staff.

Requirements:
A combination of relevant education and experience is required. The ideal candidate has:

• A track-record as a dynamic and skilled educator who can develop research-based and engaging content and deliver high-energy and transformative learning events.
• Suitable education and qualifications which could include a B.Ed, Masters in Adult Education, Certificate in Adult Learning, certification with relevant professional organization etc.
• Experience delivering training in-person, live-online (Teams, Zoom) and via eLearning (Moodle-based system), within a large and complex 24/7 health care system, is ideal.
• Knowledge of instructional design models (ie: ADDIE), training evaluation models (ie: Kirkpatrick), and project management tools.
• Experience leveraging and/or teaching the following: adult learning principles and methodologies, emotional intelligence, customer service, diversity and inclusion, service excellence, service recovery, de-escalation techniques, effective/affective communication strategies and skills, values, and compassion.
• Strong communications skills, in written, verbal, and visual formats.
• Recent experience working within and understanding of the hospital/healthcare environment is an asset.

Accommodation Statement:
Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

Company Biography:
Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. We are also proud to be named one of Greater Toronto's Top Employers for 2022! Learn more at shn.ca

FOR EXTERNAL APPLICANTS ONLY: As a condition of employment, you are required to submit proof of full COVID-19 vaccination status to the Hospital’s Workplace Health and Safety department.

Position Overview:
Within the span of a 12-month contract, the incumbent will be responsible for the design, development and delivery of a values-based and compassion-driven "customer service" training curriculum to support staff in their delivery of high-quality service and care to patients, families and colleagues. This position will be part of a dynamic Organizational Development team within the hospital’s People and Transformation portfolio.

Company Vacancy/Request for Transfer:
The completion of this online form serves as your application and will be used to determine if you meet the requirements of this position. Please ensure that you have provided all pertinent information necessary to be considered for this vacancy by the close date.

Responsibilities:

• Conduct an environmental scan to inform innovative training design and delivery. This could include internal stakeholder consultation, review of SHN’s existing training offerings, peer hospital consultation, best practices review etc.
• Design and develop evidence-based, interactive, and engaging content, experiential learning activities, resources, job-aids, experiences etc.
• Develop and implement an evaluation plan and tools to determine and monitor training effectiveness over time.
• Work with Communications Specialist to develop and implement a branding and communication plan.
• Schedule sessions and monitor registration.
• Deliver training to staff, leaders, medical staff, and volunteers via in-person, live-online, eLearning modules, blended, micro-lessons, and/or videos etc.
• Implement a 'train-the-trainer' approach to accelerate the roll-out of the training and build internal capacity.
• Recommend enablers of post-training sustainability, such as organizational structures, supports, and/or resources etc.
• Identify and, possibly, build sustainability measures, to reinforce learnings over time and address future new staff.

Requirements:
A combination of relevant education and experience is required. The ideal candidate has:

• A track-record as a dynamic and skilled educator who can develop research-based and engaging content and deliver high-energy and transformative learning events.
• Suitable education and qualifications which could include a B.Ed, Masters in Adult Education, Certificate in Adult Learning, certification with relevant professional organization etc.
• Experience delivering training in-person, live-online (Teams, Zoom) and via eLearning (Moodle-based system), within a large and complex 24/7 health care system, is ideal.
• Knowledge of instructional design models (ie: ADDIE), training evaluation models (ie: Kirkpatrick), and project management tools.
• Experience leveraging and/or teaching the following: adult learning principles and methodologies, emotional intelligence, customer service, diversity and inclusion, service excellence, service recovery, de-escalation techniques, effective/affective communication strategies and skills, values, and compassion.
• Strong communications skills, in written, verbal, and visual formats.
• Recent experience working within and understanding of the hospital/healthcare environment is an asset.

Accommodation Statement:
Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

Learn more about our exciting opportunities by following SHNCareers on Twitter and on Instagram.

Job Types: Full-time, Permanent

Salary: Up to $80,000.00 per year

Schedule:

• 8 hour shift

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