Posting number: FY2026-01535
Department: Behavioral Healthcare Services
Job classification: QUALITY ASSURANCE & IMPROVEMENT TRAINER
Posting type: Open
Categories: Administration, Mental Health, Professional, Miscellaneous, Human Services
Under general supervision, this position is responsible for managing the department’s training program to include facilitation, assessing needs, developing curriculum, and ensuring program compliance with mandatory standards; Acts as subject matter expert in clinical and non-clinical policies and procedures; Provides leadership, guidance, support and training to all staff. Reports to the Utilization Administrator.
Collaborates with employees, leadership, and business partners to assess training needs and respond to organizational changes; Evaluates organizational leadership needs and create targeted development plans to build internal capabilities.
Designs and evaluates assessments, knowledge checks, and surveys to measure learning outcomes, and implement improvements as needed.
Reviews and refreshes existing learning content to ensure it addresses skill gaps and aligns with leadership and organizational goals.
Stays current on operational changes to ensure all training materials are accurate and relevant; Delivers or oversees new hire, refresher, remedial, and process change training as needed.
Provides regular status updates on training progress, recommendations, and emerging needs; Provides information systems training for both clinical and non-clinical staff. Assesses training needs and document course attendance. Prepares training status reports and organize training materials.
Responds to urgent content creation requests, ensuring high-quality materials are delivered within tight deadlines.
Maintains training records, including employee participation, performance, and productivity metrics. maintains a training database to monitor and document training and attendance; produces statistical reports as requested; recommends improvements to training and tracking systems; and develops, maintains and orders training materials.
Develops and facilitates a comprehensive supervisory academy to aid with soft skilled development and leadership development.
Collaborates with work force to ensure alignment and effectiveness with the agency's and city's mission, vision, values, and strategic initiatives; Evaluates the effectiveness of training programs and recommends improvements based on feedback and outcomes.
Drives alignment and execution of key organizational priorities, ensuring cross-functional collaboration and accountability; Designs, develops, and delivers leadership training programs and workshops for employees at all levels.
Coaches and mentors emerging leaders, providing guidance on performance, growth, and career development; Fosters a culture of learning, collaboration, and innovation across the organization.
Facilitates Crisis Intervention Prevention (CPI) and First Aid CPR Training certification and recertification process and supports employes to implement on the job state and agency policies and procedures.
Manages special projects and initiatives related to staff development.
Performs other related work as required. Individual assignments will be determined by supervisor based on current workload and department needs.
Knowledge of Job: Has considerable knowledge of the principles, practices, and techniques of organizational development, assessment, training, mental retardation and mental health issues. Has considerable knowledge of the literature, trends and developments in the field of training programs. Is skilled in promoting the integration of services for at-risk children rehabilitation among a variety of service agencies. Is familiar with early childhood issues. Has the ability to speak for services and provide leadership concerning children's issues. Is familiar with developmentally appropriate practices, nutrition, early ATOD prevention, and family support involvement for at-risk children. Is skilled in assisting, coordinating, and supervising the activities of at-risk clients. Is able to compile information from a variety of sources and prepare clear and concise reports. Is able to respond quickly and effectively in a variety of emergency and non-emergency situations. Is able to effectively express ideas orally and in writing. Is able to exercise considerable discretion in handling confidential files and cases. Is able to establish and maintain effective working relationships as necessitated by work assignments.
Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts with co-workers, clients and the general public.
Quantity of Work: Maintains effective and efficient output of all duties and responsibilities as described under "Essential Job Functions.”
Dependability: Assumes responsibility for doing assigned work and for meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, city policy, standards and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.
Attendance: Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time-off requests.
Initiative and Enthusiasm: Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be done and initiates proper and acceptable direction for the completion of work with a general level of supervision and instruction.
Judgment: Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice and research problems, situations and alternatives before exercising judgment.
Cooperation: Accepts supervisory instruction and direction and strives to meet the goals and objectives of it. Questions such instruction and direction when clarification of results or consequences are justified i.e., poor communications, variance with BHS, or city policy or procedures, etc.
Relationships with Others: Shares knowledge with supervisors and staff for mutual and departmental benefit. Contributes to maintaining high morale among all department employees. Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the general public so as to maintain goodwill toward the department and project a good departmental image. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons in order to maintain goodwill within the city. Interacts effectively with fellow employees, program clients, professionals and the general public.
Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of elements of work and establish a personal schedule accordingly. Attends meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules. Maintains a calendar for meetings and deadlines.
Safety and Housekeeping: Adheres to all safety and housekeeping standards established by the city and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly workplace.
Bachelor’s Degree in Business, Public Administration, Human Services or a related field with five (5) years of professional experience in teaching, education, coaching or program/project management or an equivalent experience (as approved by the department) with experience in organizational leadership, training or executive support roles. Exceptional communication, interpersonal and project management skills.
Must become certified within six (6) months of employment for American Red Cross BLS and Adult and Pediatric First Aid/CPR/AED.
Must become certified within six (6) months of employment to be a Nonviolent Crisis Intervention Instructor.
Requires a comprehensive background investigation to include a local, state and federal criminal history check, and a sex offender registry check.
A valid driver’s license with an acceptable driving record.
Individuals in this position cannot be listed as having a founded child abuse or neglect complaint.
In the event of a declared emergency in the city of Portsmouth, individuals in this position are required to work shelter duty and may be called on to perform duties as required to provide for the safety and care of the citizens of the community.
Physical Requirements: Must be physically able to operate a variety of automated office equipment which includes telephones, calculators, copiers, computer terminals, facsimile, etc. Must be able to exert up to 20 pounds force occasionally and up to 50 pounds to lift, carry, push, pull or otherwise move objects.
Data Conception: Requires the ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.
Interpersonal Communications: Requires the ability of speaking and/or signaling people to convey or exchange information. Includes giving assignments and/or directions to unit members, volunteers or assistants. Includes receiving instructions from immediate supervisor.
Language Ability: Requires the ability to read a variety of attendance records, correspondence, reports, documents, forms, charts, etc. Requires the ability to prepare client records, reports, action plans, surveys, etc. using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style. Requires the ability to interact with individuals and groups of people with poise, voice control and confidence.
Intelligence: Requires the ability to apply principles of logical thinking to define problems and emergencies, collect data, establish facts, and draw valid conclusions; to interpret a variety of technical or medical instructions in verbal or written form.
Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of medical or professional languages, including counseling terminology.
Numerical Aptitude: Requires the ability to add and subtract, multiply and divide.
Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width and shape.
Motor Coordination: Requires the ability to coordinate hands and eyes rapidly and accurately in using automated office equipment.
Manual Dexterity: Requires the ability to handle a variety of items, office equipment, control knobs, switches, etc. Must have minimal levels of eye/hand/foot coordination.
Sensory Discrimination: Does not require the ability to differentiate between colors and shades of color.
Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with persons acting under stress.
Physical Communication: Requires the ability to talk and/or hear: (talking - expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear). Must be able to communicate via telephone.
The City of Portsmouth is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodation to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.
This is a class description and not an individual position description. A class specification defines the general character and scope of duties and responsibilities of all positions in a job classification, but is not intended to describe and does not necessarily list the essential job functions for a given position in a classification.
The City of Portsmouth was founded in 1752 and incorporated by the Virginia General Assembly in 1858. Over 250 years old, the city is home to one of the world's greatest natural harbors, situated on the James and Elizabeth Rivers, which empties into the Chesapeake Bay. Portsmouth, with a land area of approximately 33 square miles and a population of 96,066, is located in the heart of the Hampton Roads Region. It is bordered by Chesapeake and Suffolk, respectively, to the south and west and the City of Norfolk to the east.
The City of Portsmouth boasts 75.8 miles of shoreline and is home to Mile Marker Zero of the Atlantic Intercoastal Waterway, which stretches from Maine to Florida. Part of one of the world’s largest natural harbors, Portsmouth is just 18 miles from the open sea. Portsmouth's location on navigable waterways has been a dominant force in the City’s rich maritime history and economy. Its location on the over 40-feet-deep Hampton Roads shipping channel and the presence of both the CSX and Norfolk Southern Railroads allows Portsmouth to support national and international port commerce activities and the military presence in the region.
Portsmouth derives its governing authority from a charter granted by the General Assembly of the Commonwealth of Virginia. The City's governing body is the City Council, which formulates policies for the administration of the City. The City's charter provides for a Council-Manager form of government.
