Description
Leidos is looking for a User Support Program Manager to join our Washington, DC teams supporting the DOJ Victims Compensation Fund (VCF) Transformation Project. The mission of the VCF Transformation Training and Communications team is to deliver hands-on role-based training that empowers the VCF team, Claimants, and Law Firms to understand the transformed process and confidently use myVCF to support their work.

The Transformation Training Delivery approach for three primary user groups follows:

• VCF Team: Substantive training on the policies, procedures, and regulations that govern the VCF claim review process, followed by role-based training for claims processing and operations. This includes approximately 175 team members, accounting for approximately 20 internal roles. Each role is anticipated to receive between 40-60 hours of training across all modalities during a 6-week timeframe.
• Law Firms: Virtual and in-person Instructor-led Training and How-to Guides for Law Firm managers and users. There are approximately 200 law firms that routinely engage with the VCF, with multiple users from each of those firms requiring in-person training in New York, NY on the transformed claim form, processes, and policies. The VCF envisions a train-the-trainer model but looks to the vendor to propose the optimal modality to ensure all law firm users are adequately trained. The draft training plan, which will be provided upon award, includes 9 in-person training modules for law firm representatives and approximately 10 How-To guides.
• Claimants: Training videos and How-to Guides posted to the myVCF Dashboard and www.vcf.gov.

BASIC QUALIFICATIONS:

• Bachelor’s degree (or equivalent) in a relevant field and 5+ years’ experience managing training and communications teams and schedules to achieve successful outcomes
• Ability to design and develop comprehensive training approach, curriculum, and materials, including manuals, tutorials, and e-learning modules
• Strong leadership skills to manage and guide the training team, coordinate overall schedule and activities with the VCF Transformation Readiness Team Lead, and communicate updates to VCF leadership
• Ability to manage multiple concurrent training workstreams, ensuring quality, on-time deliverables
• Ability to develop training strategies and goals that align to the organization’s mission
• Ability to work effectively across teams and other stakeholders, including Federal staff, other contractors, and external stakeholders
• Must have experience using Adobe Captivate for training development
• Must be a U.S. Citizen and able to obtain a Public Trust clearance.

PREFERRED QUALIFICATIONS:

• Experience working in a Government and/or Litigation Support environment.
• Familiarity with adult learning principles
• Excellent verbal and written communication skills to convey complex information clearly
• Minimum of 5 years’ experience developing training for clients
• Experience with Salesforce preferred

• Review the draft VCF Transformation Training Plan and collaborate with the VCF Transformation Readiness Team to finalize
• Work with the VCF Transformation Readiness Team to determine the overall training schedule and timeline.
• Lead, manage and guide the training team, coordinate overall schedule and activities with the VCF Transformation Readiness Team Lead, and communicate updates to VCF leadership
• Design, develop, and co-delivery of VCF Substantive training for VCF staff on end-to-end claims lifecycle processes. Substantive training includes curriculum and standardized materials related to policies and procedures for claim review, claim administration, quality control, and payment.
• Design and develop comprehensive training approach, curriculum, and materials, including manuals, tutorials, and e-learning modules
• Manage multiple concurrent training workstreams, ensuring quality, on-time deliverables
• Develop training strategies and goals that align to the organization’s mission
• Coordinate effectively across teams and other stakeholders, including Federal staff, other contractors, and external stakeholders.