Policy Implementation and Training Manager

Agency Dept of Health and Human Services Division Child and Family Well Being Job Classification Title Staff Development Director I (NS) Position Number 65044708 Grade NC19

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Description of Work The Policy Implementation and Training Manager serves as the service owner for county practice related to FNS policy and NC FAST system changes. This position will ensure policy is carried out correctly in county offices and in the NC FAST System. The Policy Implementation and Training Manager will lead the coordination of policy implementation, system change planning, user research, testing, training development, and post-implementation evaluation to ensure county staff have the knowledge, resources and tools needed to administer the program accurately. This position directly supervises a six-position unit consisting of:

Training Lead-Change Management and User Research Training Lead-Curriculum and Instructional Design Training Specialist-Training Delivery and Facilitation Training Specialist-Policy Implementation and County Resources Training Specialist-Program Content and Communications

Key responsibilities include:

Training program direction and supervision: Provide strategic direction and oversight for the statewide FNS training and policy implementation program. Directly supervise two Training Leads and three Training Specialists, establishing clear priorities, responsibilities, performance expectations, and work plans. Coordinate staff assignments and workload to address scheduled policy and system changes, recurring performance concerns, and emerging county training needs. Assess workforce learning needs and training capacity in collaboration with program leadership and Continuous Quality Improvement Specialists (CQIS). Promote professional development and ensure training materials are accurate, accessible, practical, and aligned with program objective.

Implementation needs analysis and change requests: Partner with the SNAP Policy Manager to identify, evaluate, and develop recommendations for proposed NC FAST system changes. Collaborate with county users, policy staff, CQIS, Human Services Business Information and Analytics (HSBIA), and the NC FAST policy liaison to identify operational needs and potential implementation challenges. Evaluate how policy and system changes affect case processing, eligibility determination, verifications, notices, worker responsibilities, and county workflows. Recommend whether identified issues require system corrections, procedural adjustments, or policy clarification rather than additional training. Develop realistic case scenarios and expected outcomes to support system testing and validation. Coordinate county user participation in testing and communicate identified defects, concerns, and workarounds to appropriate partners. Evaluate county readiness for system releases and advise leadership regarding implementation preparedness. Monitor implementation outcomes in partnership with CQIS, Quality Assurance (QA), and Quality Control (QC).

Curriculum design and worker resources: Direct the development and maintenance of statewide training curricula, learning objectives, instructional materials, and county worker resources. Partner with HSBIA training staff to develop instructor-led, online, and blended learning opportunities. Ensure training content reflects approved policy, validated NC FAST system functionality, and documented county performance needs. Incorporate practical case exercises, demonstrations, and interactive learning strategies. Establish review, approval, version control, and maintenance processes for training materials and resources. Ensure instructional products support consistent policy application and effective system use.

Statewide training delivery and county support: Oversee statewide and regional training initiatives to support consistent FNS policy implementation. Coordinate training activities with regional CQI meetings and support CQIS trainers through approved instructional materials and guidance. Evaluate urgent county training requests and coordinate timely responses with policy and program staff. Develop interim guidance and resources when immediate operational needs arise. Incorporate effective interim resources into the formal training curriculum and ongoing workforce development efforts.

Evaluation and Continuous Improvement: Evaluate training effectiveness, implementation outcomes, and barriers affecting county operations. Collaborate with QA,QC, CQIS, and data analysis staff to identify trends, recurring errors, and opportunities for improvement. Use learner performance, case review findings, county feedback, and follow-up data to assess training effectiveness. Recommend improvements to training strategies, policy implementation resources, and system functionality. Monitor progress and communicate accomplishments, outstanding needs, and recommendations to leadership. Promote a continuous improvement culture focused on accuracy, consistency, efficiency, and quality service delivery. Knowledge Skills and Abilities/Management Preferences Salary Range: $67,122.00 - $117,465.00

Recruitment Range $ 67,122.00 - $92,294.00

Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement.

The Knowledge, Skills, and Abilities (KSAs)/ Management Preferences are not required. Applicants who possess the following skills are preferred:

• Demonstrated knowledge of adult learning, instructional design and evaluation in a human services program.
• Demonstrated knowledge of how eligibility system changes are defined, tested and released, including writing test scenarios with expected results and taking part in user acceptance testing led by system partners.
• Ability to represent how county workers use the eligibility system and to identify when a problem requires a system or procedure change rather than training.
• Experience directing a training program and supervising professional training staff.
• Ability to convert complex policy and error findings into accessible learning and implementation resources.
• Experience evaluating whether a change and its training produced correct practice, and revising content accordingly.

The Posting Will Close At 11:59 P.M. The Night Before The End Date

This Position Is Funded In Part Through Federal Funds.

This Role Is Eligible To Be Hybrid And Requires Onsite Reporting Located Within Raleigh, NC

Physical requirements:

Ability to operate office equipment such as computer, printer, copier, and scanner. Lifting up to 10 pounds.

About The Division of Child and Family Well-Being The Division of Child and Family Well-Being works to promote healthy and thriving children in safe, stable and nurturing families, schools and communities. The division includes complementary programs that primarily serve children and youth to improve their health and well-being.

Compensation and Benefits:

The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees. Visit the website for State Benefits.

Supplemental Contact Information The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS: https://www.ncdhhs.gov/.

DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position.

In accordance with the Governor’s Executive Order 303, our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified.

Application Process Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application.

• Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.
• Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application to support your answers.
• If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date.
• Applicants may be subject to a criminal background check. All candidates selected for positions considered "Positions of Trust" will be subject to a criminal background check.
• Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Upon the closing date, applications are "Under Review" and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.
• Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants who need to have their credentials certified as equivalent.
• For a list of organizations that perform this specialized service, please visit the NACES membership website at https://www.naces.org/members.

Degree/College Credit Verification Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations, and cover letters may be uploaded with your application.

Veterans’ and National Guard Preference

• Applicants seeking Veteran's Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.
• Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application, if they are a current member of the NC National Guard in good standing.
• Applicants who are former members of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service, must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DHHS is committed to the full inclusion of all qualified individuals. As part of this commitment, DHHS will ensure that people with disabilities, or known limitations covered by the PWFA, are provided with reasonable accommodation. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

CONTACT INFORMATION:

If there are any questions about this posting, please contact Talent Acquisition. Resumes will not be accepted in lieu of completing this application.

Minimum Education and Experience Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

Master’s degree in social work, adult education, public administration, or a related human service field from an appropriately accredited institution and two years of experience as a trainer or in training administration; two years must have been in the type of facility being served; or an equivalent combination of education and experience. OR Bachelor’s degree in social work, adult education, public administration, or a related human service field from an appropriately accredited institution and four years of progressively responsible experience as a trainer or in training administration; two years must be in the type of facility being served

EEO Statement The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter:

LaWanna Baker

Contact:

DHHS Workday Support Form