Work-Based Learning Instructor at Inland Southern California 211

Riverside, California, United States -

Full Time

Start Date

Immediate

Expiry Date

31 Dec, 25

Salary

33.75

Posted On

02 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Training, Facilitation, Customer Service, Data Entry, Digital Literacy, Financial Literacy, Soft Skills, Coaching, Communication, Problem-Solving, Conflict Resolution, Assessment, Program Coordination, Team Collaboration, Trauma-Informed Approach, Equity Lens

Industry

Non-profit Organization Management

Description

Description Type: Full-time, Non-exempt (hourly) Employer of Record: Inland SoCal 211+ Typical Hours: 8:00 a.m. – 5:00 p.m. 32 hours/week. Some evenings and weekends. Department: Economic Mobility Location: Hybrid – Riverside, CA Reports To: Careers Program Manager Grant Funded: Yes Eligible for Transfer: Yes Pay Range: $27.00 - $33.75 per hour, payable bi-weekly Benefits: Medical, vision, and dental coverage; long-term disability and other insurance; 403b retirement plan; sick leave; accrued vacation; and a 32-hour workweek. WHO WE ARE In partnership with Inland SoCal United Way, Inland SoCal 211+ mobilizes communities to action so all can thrive. For over 90 years, we’ve answered the call, actively listening and responding to local needs. We champion community resiliency, financial security, and health under the values of excellence, empathy, and equity. With over 100 staff members and 1,200 volunteers, we serve 1 million people in Riverside, San Bernardino, and East Los Angeles Counties. Together with community partners and those we serve, we're working towards a future where every person in our communities can achieve what they envision for their lives. To learn more about our workplace culture, visit www.inlandsocaluw.org/careers. WHO YOU ARE Mission-Focused: Your goal is to create change for better lives and healthier communities. You engage donors, volunteers, and the community, striving to accomplish shared goals and making the best judgments for the community and organization. Relationship-Oriented: You prioritize people over processes, cultivating relationships for common goals. You value diversity, practice effective communication, and actively listen to diverse input. Collaborator: You achieve change through collective action and partnership. You share community knowledge, focus on shared goals, and seek win-win solutions while maintaining core values. Results-Driven: You are dedicated to measurable goals for the common good. You communicate goals, motivate others, promote innovation, and drive resources to deliver excellent service. Brand Steward: You grow and protect the organization's reputation with integrity and strong ethics. You act according to the organization's values, take appropriate action, and maintain transparency. JOB PURPOSE The 211 Careers program provides job training and placement to expand access to in-demand careers and strengthen the Inland SoCal Region’s economy. Since 2018, we have helped over 1,200 job seekers prepare for employment and directly placed over 600 into quality jobs. The Work-Based Learning Instructor is responsible for delivering hands-on training and coaching to WBL participants enrolled in the Inland SoCal 211+ contact center track. This position prepares and trains job seekers with barriers, ensuring that they gain essential skills in customer service, call handling, data entry, workplace professionalism, digital literacy, social service resources and eligibility, soft skills, and financial literacy. The WBL Instructor will conduct work readiness workshops, facilitate instructional sessions, monitor participant progress, provide constructive feedback, and work closely with program staff to ensure participants are job-ready by completion of the program. A successful candidate has the knowledge and experience to train, mentor, and develop job seekers with barriers using a trauma-informed, whole-person, and motivational approach. ESSENTIAL DUTIES Training & Facilitation • Develop and deliver training curriculum for contact center operations, including call handling, customer service, data entry, and use of CRM systems. • Develop training curriculum, including topics such as but not limited to case coordination in a contact center/human services environment, digital literacy, and financial literacy. • Learn and facilitate curriculum for Work Readiness Workshops and other training in a contact center or classroom setting with computers and headsets. • Facilitate daily training sessions, role plays, and skill-building exercises. • Provide individualized quality assurance and coaching to participants as needed. • Create real-world scenarios to simulate actual contact center calls. • Incorporate soft skills development, including communication, problem-solving, and conflict resolution. Participant Support & Evaluation • Assess participants’ skills at the start of the program and track their progress. • Provide regular feedback and document participant performance. • Work with Employment Coordinators to address participant barriers and create individualized improvement plans. • Ensure participants understand and follow workplace policies and procedures. Program Coordination • Collaborate with program staff, including 211 contact center leadership, to align training with industry standards and employer expectations. • Maintain training materials, manuals, and resource guides, including collaboration with the Executive Director of Brand Engagement and Executive Director of Narrative for participant and public facing documents. • Participate in team meetings to review participant progress and program outcomes. • Support job placement efforts by ensuring participants are prepared for employment interviews and assessments. Community work is ever-changing because the needs of the community are our foremost mission. This list represents the typical responsibilities of the role, but other duties may be assigned. You will be expected to perform other tasks as required by your role and the organization's operational needs. Requirements QUALIFICATIONS • Applicants should have the education, experience, and/or training necessary to fulfill the job duties and responsibilities. Examples of how this requirement may be met include: o Bachelor’s degree in health or human services such as social work, human services, sociology, psychology, public health, education, or a related field with 3 years of relevant experience; OR o High School Diploma, GED, or High School Equivalency with 5 years of experience in a relevant field with demonstrated leadership skills or supervisory responsibility. • Minimum 3 years of experience in a training role geared towards contact center operations and customer service skills. Preference for 211 Contact Center experience. • Experience developing and facilitating workforce development, vocational, or similar training. • Strong verbal and written communication with exceptional presentation and coaching skills. • Ability and willingness to compassionately serve populations such as opportunity youth, justice-involved individuals, and people with work gaps, resource barriers, or other challenges. • Strong writing skills, including grammar and ability to summarize, and proficient computer skills, including competency with Microsoft Office, PowerPoint, and CRM/call center software. • Ability and commitment to using a trauma-informed and equity lens and empathetically respond to the interconnectedness of barriers experienced by participants. • Physical Requirements: Work is performed in an office using standard office equipment such as the telephone, computer, fax machine, and copier. Tasks include moving objects like laptops and chairs, repetitive wrist and hand motions, document preparation and analysis, transcribing information, navigating software, and prolonged sitting. These represent what is necessary to perform the essential duties. Reasonable accommodations for individuals with disabilities will be provided, as required by applicable law. • Remote and Hybrid Work Requirements: For work performed remotely, employees must have access to a private high-speed internet connection and private work area in which nonemployees cannot access or overhear confidential information. Remote work locations are subject to the same professional conduct and safety requirements as in-person work • Communication: Demonstrate effective verbal and written communication skills, including but not limited to active listening and the ability to adapt communication style to the audience (e.g., colleague, client, external, in-person, virtual, or written), as appropriate to role. • Lived Experience: Applicants who share lived experience with the communities and populations we serve are strongly encouraged to apply. These are basic qualifications to meet the requirements of the position. However, we encourage individuals to apply if they believe they have the necessary skills, knowledge, and experience to perform the job duties, even if their qualifications do not match 100%. We encourage applicants to think broadly about their background and skill set to thrive in the role GRANT FUNDED POSITION This full-time, non-exempt position is grant funded through late 2026/early 2027 and carries the possibility that it may not be renewed if further funding is not obtained. The availability of grant funds does not guarantee continued employment. TRANSFER ELIGIBILITY With cross-training, sufficient performance, and job availability, this position is eligible to apply for transfer or promotion to similar internal positions. An open position does not guarantee transfer, promotion, or continued employment. 32-HOUR WORKWEEK Effective July 6th, 2025, we revised the standard workweek for all full-time employees to 32 hours in a 6-month trial period. Continuation is contingent on the trial's success. This position's schedule and, if it’s hourly, the pay rate, may revert to a 40-hour workweek on a company-wide or department basis. HIRING POLICIES Inclusion: People who are justice involved, people of color, people who identify as LGBTQIA2S+, and people with disabilities are highly encouraged to apply for vacant positions at all levels. Equal Employment Opportunity: Employment opportunities at ISC211+ are based upon one's qualifications and capabilities to perform the essential functions of a particular job. All employment opportunities are provided without regard to race, religion, color, sex, national origin, age, military status, veteran status, disability, genetic information, ancestry, medical condition, reproductive health decision making, marital status, victim of violence status, gender identity, gender expression, sexual orientation, or any other characteristic protected by applicable law. Fair Chance Act: ISC211+ will consider qualified applicants with a justice-impacted history under the California Fair Chance Act. You do not need to disclose your criminal history or undergo a background check until a conditional job offer is made. If a conviction directly related to the job is found, you will have the opportunity to explain, provide mitigating evidence, or challenge the report's accuracy. Pre-Employment Screening: All offers of employment are contingent upon satisfactory background screening and drug test results. As the recipient of federal funds, this company participates in E-Verify.

Responsibilities

The Work-Based Learning Instructor is responsible for delivering hands-on training and coaching to participants enrolled in the Inland SoCal 211+ contact center track. This position prepares job seekers with barriers, ensuring they gain essential skills in various areas including customer service and workplace professionalism.