Onboarding Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a subject-matter expert for agencies regarding QA/QI, training, and coaching best practices within CommsCoach.

• Assist clients in aligning their evaluation, coaching, and training initiatives with national standards (such as NENA/APCO) and ECC operational guidelines.

• Suggest workflows, evaluation frequencies, coaching frameworks, and training schedules that are feasible considering each agency’s size, staffing, and maturity level.

• Identify “quick wins” and early success indicators to foster confidence and momentum in utilizing CommsCoach.

• Collaborate with GovWorx Project Managers, agency project leaders, and ECC management to facilitate effective functional onboarding.

• Engage in kickoff and milestone meetings to outline the onboarding strategy, set expectations, and clarify roles and responsibilities.

• Work closely with supervisors, QA staff, trainers, and CTOs to comprehend local policies, workflows, and limitations, ensuring they are represented in the platform.

• Proactively address customer obstacles, unmet requirements, and adoption risks to Project Managers and internal stakeholders.

• Configure CommsCoach to align with each agency’s workflows, staffing model, and evaluation framework, based on industry best practices and CommsCoach standards.

• Create evaluation and training setups that encourage consistency, transparency, and constructive feedback.

• Integrate relevant operational specifics (such as call flows, roles, and routing) to ensure the platform is intuitive and beneficial for end users.

• Collaborate with Technical Services to confirm that customer data integrations align with the agreed workflows.

• Utilize and enhance AI prompts to generate or improve coaching feedback and training materials, assist in scenario design and simulation content, and guide agencies on the responsible and effective use of AI-driven features within CommsCoach.

⛳️ Requirements

• 3–5 years of experience in 9-1-1 dispatching, supervision, training, QA, or CTO roles (required).

• Comprehensive understanding of ECC operations, including call-taking workflows, radio dispatch, CAD usage, and QA/QI programs.

• Proven experience leading organizations through operational or technology-driven transformations (strongly preferred).

• Outstanding organizational abilities to handle multiple clients, competing priorities, and intricate configuration tasks simultaneously.

• Excellent communication skills—both written and verbal—as well as facilitation skills, with the capability to convey complex workflows and platform logic in clear, actionable terms.

• Established relationship-building capabilities with a variety of stakeholders (supervisors, frontline personnel, trainers, technical leaders, executives).

• High comfort level with software configuration and translating operational workflows into platform logic.

• Clearance: Must successfully complete FBI fingerprint and background checks in multiple states.

🏝️ Benefits

• Offers Bonus

• Benefits & Flexible Time Off