METC Online Learning Support Services Representative

Online Learning Support Services RepresentativeThe Helen Miller Member Education and Training Center (METC) is an educational organization providing education and training to workers represented by members of Service Employees International Union Healthcare Illinois /Indiana/Missouri/Kansas (SEIU HCIIMK), a dynamic, action-oriented union of over 95,000 healthcare and childcare workers throughout those four states. We believe in a society defined by freedom and justice, where we can all have quality education, health care and jobs, and where we all can live a full and plentiful life of our choosing. As a wholly owned subsidiary of SEIU HCIIMK, METC seeks to provide high quality curriculum on a popular education model to thousands of low-wage workers to enhance their on-the-job experience and support their career development. The METC is a 501(c)3 organization.Purpose: METC is committed to ensuring access to training opportunities for Public and Private Home Care workers, Child Care Providers and other Healthcare Workers that are represented by our Local. The METC runs specific training programs that are governed by collectively bargained agreements and/or other contracts. The Online Learning Support Services Representative (OLSS Rep) is a critical part of the virtual learning experience, ensuring that all participants feel confident and supported as they engage in online education.Office Location: 100% RemoteDuties and Responsibilities: The Online Learning Support Services Representative’s (OLSS Rep) primary role is to support participants’ access to virtual training classes hosted via the Zoom platform. This individual ensures that participants can successfully join and engage in online learning by offering real-time assistance, supporting a variety of devices including smartphones, tablets, and computers, and guiding them through the completion of digital forms. This position also supports training specialists and program assistants to ensure smooth delivery of virtual classes. In addition to technical support, the OLSS Rep will have outreach, enrollment and attendance responsibilities/goals, as well as perform the duties and responsibilities listed below.1. Set a professional, competent, efficient tone for all participant engagement 2. Model and maintain a positive atmosphere of respect and confidentiality 3. Provide direct technical support to participants joining Zoom-based training classes, including help with accessing links, managing audio/video settings, and navigating Zoom features 4. Assist participants in completing required enrollment and training-related documents digitally 5. Guide participants on how to use different devices (phones, tablets, computers) for accessing Zoom sessions and completing digital forms 6. Troubleshoot participant issues before and during class to reduce barriers to participation 7. Maintain detailed records of outreach efforts, member communications, and support activities 8. Contribute to the development and updating of participant-facing guides and resources 9. Conduct outreach to prospective and registered participants to confirm attendance, provide joining instructions, and answer questions about virtual class access 10. Assist with reviewing and responding to worker voicemails and emails 11. Represent the organization with professionalism and empathy, ensuring all members feel supported and respected 12. Assist with training new staff as needed 13. Collaborate with fellow OLSS Reps, Managers, T&O and Program teams to develop and test best practices for participant assistance 14. Participate in staff development meetings and attend training/conferences to continually update adult-learner assistance and technology skills 15. Rotate work hours (nights and weekends) to cover METC responsibilities 16. Participate in staff meetings and other meetings as needed 17. Other duties as requested by METC management and staffScope and Nature of Supervision: The OLSS Rep must be able to act and organize his/her/their time independently. She/He/They must also be able to receive direction from and interact with METC management and staff, as well as other Union officers and staff when it becomes necessary in the daily operation of the METC.Minimum Qualifications: 1. Experience in the care provider field, such as childcare provider, in-home care, nursing home, adult foster home, long-term care facility, familial care, etc.; or a support person such as a case manager, social worker, or other related experience 2. Formal or informal field assistance experience, preferably with health care or childcare professionals/workers and/or in an adult education setting 3. Prior experience providing technical support or working in a customer service role is a plus 4. Patience and a helpful attitude when working with participants of varying technical skill levels 5. Demonstrated respect for and ability to work in a diverse setting and with diverse populations (ethnic, language, racial, etc.) 6. The ability to work independently, remotely and manage multiple tasks in a virtual environment 7. Highly proficient technology skills and previous experience with virtual platforms like Zoom and/or Microsoft Teams, and familiar with its features and common troubleshooting steps 8. Private and professional location to conduct work while working remotely (home office or similar environment) 9. A commitment to treating coworkers and participants with respect 10. Readiness to work weekends and occasional long hoursPreferred Qualifications: 1. Spanish bilingual including reading and writing 2. Training facilitation experience preferably with healthcare and/or child care professionals 3. Previous technology support experience 4. Strong verbal communication skillsWorking Conditions: The OLSS Rep must have the ability to work evenings and weekends. Job requires occasional minimal lifting of up to 50lbs of boxes and shipping packages.Other Duties: All staff are expected to respect the processes of the organization and are expected to work within the framework of the organization to resolve internal disputes and issues.Salary and Benefits: Hourly Non-Exempt position is competitive and commensurate with experience. Target compensation is $46,335 - $51,572. Company-paid Benefits are included. Apply for the job now! Apply for this job