Training and Quality Improvement Specialist

Make an impact while supporting those who make a difference. At 211 Palm Beach/Treasure Coast, we're dedicated to providing help, hope, and support to individuals and families in need. As our Training & Quality Improvement Specialist, you'll play a vital role in ensuring that our staff (with focus on Resource Center and program teams) are equipped with the knowledge, skills, and confidence to deliver high-quality, compassionate service every day.

About the Role

The Training & Quality Improvement Specialist supports excellence in service delivery through comprehensive training and continuous quality improvement initiatives. This position designs and delivers engaging onboarding and ongoing training, monitors staff performance for quality improvement, and collaborates across teams to identify trends, develop new training content, and promote professional growth.

The role also provides occasional coverage in the Resource Center to maintain firsthand understanding of our services and client needs.

Reports to: Training and Quality Improvement Manager

Key Responsibilities

• Provide comprehensive staff trainings.
• Develop and update training curriculum, manuals, and resources to ensure content reflects best practices, current information, and compliance with funder and accreditation standards.
• Evaluate training effectiveness through assessments, observation, and feedback, adjusting methods as needed.
• Under the direction of the Training and Quality Improvement Manager, collaborate on special projects as it relates to training to ensure alignment with accrediting body standards.
• Provide ongoing coaching, mentoring, and skills development for staff.
• Collaborate with Quality Improvement Specialist to analyze QI data and incorporate findings into training initiatives.
• Assist with planning and facilitation of training events.
• Prepares and maintains training and QI reports and documentation for timely submission to leadership and accrediting bodies.
• Cross trained to perform quality improvement duties and provide support for quality improvement reviews, scoring and related initiatives.
• Maintain up-to-date knowledge of call center processes by occasionally answering calls, texts, chats, or social media contacts with a minimum of one coverage shift per quarter.
• Participate in special projects and other duties as assigned.

Qualifications

Education & Experience:

• Bachelor's degree in a related field preferred; high school diploma or equivalent required.
• Equivalent combination of education, training, and relevant work experience may be considered.
• Experience in the human services field required.
• Minimum of two (2) years of experience in training design, facilitation, staff development, or related field.
• Successful completion of Resource Center training class (or ability to complete upon hire).
• Familiarity with community resources preferred.
• Bilingual (English/Spanish or English/Creole) preferred.

Knowledge, Skills, and Abilities:

• Strong presentation and communication skills with the ability to engage diverse learners.
• Ability to establish rapport and build trust with staff, volunteers, and community partners.
• Strong analytical and organizational skills, with the ability to interpret performance data.
• Demonstrated professionalism, initiative, and sound judgment.
• Proficiency with Microsoft Office Suite and training software platforms.
• Commitment to reliability, punctuality, and teamwork.

Why Join Us

• Meaningful work that makes a real impact in our community
• Supportive, mission-driven team environment
• Opportunities for professional growth and development
• Competitive pay and benefits

Ready to inspire and empower others? Apply today to join a compassionate team dedicated to improving lives through connection, information, and care.

About Us:

211 Palm Beach Treasure Coast is a private nonprofit 501(c)3 agency that was started in 1971 and quickly expanded into crisis counseling and suicide prevention. Our agency fosters a compassionate team dedicated to serving Palm Beach County and the Treasure Coast, encompassing five counties. With additional partners contributing funding, we've established a high-quality, centralized access point for essential health, human services information, and crisis support. Recognized nationally by the FCC for information and referral purposes, 2-1-1 has become the designated telephone number for our agency's helpline. Our mission is to save lives through crisis intervention and by connecting people to essential health, mental health, and wellness services 24 hours a day, every day.

Work Location: Lantana, FL 33465

Local and national background clearance required.