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Customer Support Training Specialist - Dunn Loring, VA


Posted: 12/24/2019
Job Reference #: 1989

Job Description

Customer Support Training Specialist (Training Records Evaluation) - Secret Clearance - Dunn Loring, VA

General Description:

The Customer Support Training Specialist  - Training Records Evaluation is responsible for National Archives and Records Administration (NARA) compliant handling and disposition of archived training program course material and class records; is responsible for supporting curriculum maintenance and the proper archiving of curricula in SharePoint; and for providing support for the creation, distribution, compilation, analysis and reporting of all evaluations in accordance with Training and Performance Standard Operating Procedures (SOP) and Federal Law Enforcement Training Accreditation (FLETA) standards. The incumbent works closely with program offices, subject matter experts, instructors and staff, multimedia specialists, and distributed learning designers to ensure that SOP and FLETA standards are met. 

Major Duties:

  • Coordinates the records program for the Office including the identification, storage, archiving, and destruction of records covered by NARA and State Department guidelines
  • Collaborate with the Accreditation Manager on Federal Law Enforcement Training Accreditation (FLETA) Standards requirements for records management to include course syllabi, lesson plans, class rosters and other training materials
  • Coordinate with instructors and training coordinators to ensure completion of course records packets for each class
  • Update course records packets templates
  • Communicate with Program Offices on a weekly or monthly basis to notify them of course records packets status
  • Maintain the publications room
  • Conduct course records management information sessions at the Instructor Development Course
  • Generate, collect and maintain physical accountability records
  • Serve as Bureau Records Coordinator with the Diplomatic Security Archives and Management Office
  • Processes customer service requests for updating course materials and updates Master Change Records in a timely manner
  • Ensures proper naming conventions are followed for all curriculum related materials using SharePoint
  • Archives curriculum and maintains tracking logs on SharePoint or other designated sources to ensure the currency of course materials
  • Assists in providing quality control check on lessons and all supporting material that have been updated
  • Actively monitors and maintains the customer service mailbox
  • Coordinates all change requests to existing curriculum materials with Instructional Systems Designers (e.g. lesson plans, presentations, student and instructor guides, and handouts)
  • Develops and maintains strong training-related relationships with program representatives
  • Provides weekly updates of course activities to the Curriculum Delivery Manager
  • Conducts qualitative analysis and data entry for write-in survey comments from level I evaluations
  • Creates, distributes, compiles, analyzes and reports all Level I, II and III evaluations
  • Compiles the qualitative and quantitative data that is used for the analysis and formal reporting of Evaluation Reviews
  • Works with Instructional Systems Designers, Instructors/Subject Matter Experts, and Program Managers to develop/revise Level I, II and III evaluations
  • Creates and tracks all training publication requests to include revisions, funding procurement, review of proofs, and receiving of completed orders
  • Creates and tracks Program Office equipment purchase requests
  • Tracks the Program Office budget to ensure availability of adequate funds for spending
  • Provides the necessary support and guidance to achieve and retain all FLETA accreditation requirements for the Program Office
  • Provides weekly updates of activities to the Curriculum Delivery Manager
  • Occasional travel to central Virginia may be required
  • Employee requires infrequent supervision and is expected to work independently according to established policies and accepted practice

Professional Qualifications/Skills:

  • Associate’s degree, together with 3 years’ work experience in records management, customer service or training evaluation in a training environment 
  • Knowledge of records disposition schedules, life-cycle of records, documentation and relevant roles and responsibilities
  • Knowledge of NARA rules and regulations and experience as a Records Administrator at the Federal/NARA level preferred
  • Knowledge of Federal office management policies, practices, and procedures preferred
  • Must be proficient in the use of SharePoint
  • Experience with a test authoring management system such as Scantron or Questionmark preferred
  • Strong analytical and organizational skills
  • Knowledge of academic accreditation processes
  • Must be familiar with standard concepts, practices and procedures in training and course development
  • Ability to handle multiple tasks simultaneously
  • Ability to work independently
  • Excellent written and oral communication skills in English
  • Must be proficient in the use of Microsoft applications (MS Word, PowerPoint, Outlook, and Excel)
  • Knowledge of academic accreditation processes
  • Must be familiar with standard concepts, practices and procedures in training and course development
  • Demonstrated experience using the Instructional Systems Design Model
  • Excellent writing, proofreading and design skills to develop training course materials
  • Ability to work with minimal supervision

Security Clearance:

In legal compliance with the terms of our U.S. Government contract the candidate must be a US citizen and possess or be able to obtain/maintain a SECRET clearance 

NOTE: These statements are intended to describe the general nature and level of work involved for this job.  It is not an exhaustive list of all responsibilities, duties, and skills required of this job.

The ALL NATIVE GROUP companies offer a rewarding career experience. In addition to dynamic career opportunities, we provide competitive salaries, excellent benefits, retirement funding, as well as ongoing training and professional development.

We are committed to providing the best possible climate for maximum development and goal achievement for all our employees. As subsidiaries of a Native-owned corporation with offices around the world, ALL NATIVE GROUP companies are proud to promote an inclusive and diverse workplace and respect the cultural traditions in the communities where we operate.

The ALL NATIVE GROUP companies are an equal opportunity employer. All applicants are considered without regard to age, sex, race, national origin, religion, marital status or physical disability. However, preference may be extended to persons of Indian descent in accordance with applicable laws.


EOE/M/F/Vet/Disabled/Sexual Orientation/Gender Identity/Drug Free Employer

SBA 8(a), SDB Certified, HubZone, Buy Indian Certified Native American Tribally-owned company

Application Instructions

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