GovWorx - Onboarding Consultant

• 1. Customer Guidance & Industry Best Practices • Serve as a subject-matter guide for agencies on QA/QI, training, and coaching best practices within CommsCoach. • Help customers align their evaluation, coaching, and training programs with national standards (e.g., NENA/APCO) and ECC operational norms. • Recommend workflows, evaluation cadences, coaching structures, and training cycles that are realistic for each agency’s size, staffing, and maturity. • Identify “quick wins” and early indicators of success to build confidence and momentum in the use of CommsCoach.. • 2. Collaborative Deployment with Agencies & Project Leads • Partner with GovWorx Project Managers, agency project leads, and ECC leadership to guide the functional onboarding work. • Work directly with supervisors, QA personnel, trainers, and CTOs to understand local policies, workflows, and constraints and reflect them in the platform. • Proactively communicate customer blockers, missing requirements, and adoption risks to Project Managers and internal stakeholders. • 3. Configuration & Workflow Alignment • Configure CommsCoach to support each agency’s workflows, staffing model, and evaluation structure, grounded in industry best practices and CommsCoach standards. • Design evaluation and training configurations that promote consistency, transparency, and meaningful feedback • Incorporate relevant operational nuances (e.g., call flows, roles, routing) so that the platform is intuitive and useful for end users. • Collaborate with Technical Services to validate that customer data integrations support the agreed-upon workflows. • Use and refine AI prompts to: • Generate or enhance coaching feedback and training materials • Support scenario design and simulation content • CommsCoach TRAIN (simulations & microlearning) • Surface insights and recommendations from evaluation data • Provide guidance to agencies on how to use AI-driven features responsibly and effectively within CommsCoach. • 4. Training, Enablement & Change Management • Deliver clear, structured training to supervisors, QA staff, trainers, CTOs, and administrators across: • QA & evaluation workflows • Radio evaluations • CommsCoach TRAIN (simulations, microlearning, training phases) • Coaching & feedback tools • Dashboards & performance analytics • CommsCoach HIRE competency evaluations • Tailor communication style and training approach to agencies of varying sizes, experience levels, and operational complexity. • Guide agencies through the change from manual or legacy processes to modern, data-informed workflows, emphasizing the “why” behind new practices. • Use strong facilitation and communication skills to build confidence, address concerns, and reinforce best-practice use of the platform. • 5. Structured Communication & Issue Resolution • Maintain organized notes, action lists, and status updates across multiple customers and workflows. • Communicate clearly, concisely, and proactively with both customers and internal teams, ensuring stakeholders always know current status, next steps, and ownership. • Troubleshoot functional issues related to evaluations, simulations, dashboards, user access, and configuration; explain expected system behavior and best-practice use. • Document and escalate issues when needed, ensuring customers experience timely and transparent resolution. • 6. Ongoing Guidance During Deployment & Handoff • Review early evaluation and training data to surface insights that help agencies refine their QA cadence, coaching plans, and training workflows. • Recommend adjustments and optimizations within CommsCoach as agencies mature in their use of the platform. • Collaborate closely with Customer Success to ensure a smooth, well-documented handoff once the agency reaches a stable operating rhythm with CommsCoach..