Learning & Development Specialist

POSITION ID: 260203-04

POSITION TITLE: Learning & Development Specialist

PROGRAM: Analytics & Reporting

POSITION TYPE: Full-Time; Permanent

HOURS OF WORK: 37.5 hours per week

POSITION SUMMARY: Reporting to the Manager, Analytics & Reporting, the Learning & Development Specialist supports staff across CMHA Calgary programs by building confidence, skills, and understanding in the use of the participant information management system, EMHware. This role leads training, coaching, and change management efforts that help staff feel supported through change, strengthen data quality, and embed best practices into day-to-day work.

Working closely with program teams, the Specialist takes a practical, relationship-based approach to learning. This role meets staff where they are, listens to their needs, and translates system and process requirements into clear, usable guidance. The Specialist regularly travels to program sites to provide hands-on support and coaching. A high level of judgment, initiative, and the ability to work independently with minimal direction are essential.

REPORTS TO: Analytics & Reporting Manager

LOCATION: CMHA - Calgary, Alberta

KEY SERVICE RESPONSIBILITIES AND SPECIFIC ACCOUNTABILITIES:

• Design and continuously improve training programs and materials, including role documentation, how-to videos, procedure guides, and online resources on SharePoint.
• Facilitate training sessions, workshops, and group learning opportunities using adult-learning best practices.
• Provide onsite coaching to program teams across Calgary to strengthen data entry practices and build understanding of how accurate data supports client outcomes, reporting, and decision-making.
• Serve as a subject-matter expert for the client information database, providing day-to-day user support, troubleshooting with users, and managing the support ticket system.
• Identify recurring system or user issues and proactively recommend training, process, or system improvements.
• Apply change management methodologies to support internal teams in adopting database-related initiatives and broader organizational changes.
• Collaborate with teams to test, build, and implement system changes, including leading user acceptance testing.
• Communicate updates clearly and help staff adapt to process or system changes.
• Gather staff feedback and incorporate it into continuous improvement of training and processes.
• Audit staff data entry, generate reports, and analyze trends to identify training or process gaps.
• Provide targeted feedback, coaching, and guidance to improve data quality and consistency.
• Contribute specialist expertise to cross-departmental projects and initiatives related to data, systems, and learning.
• Take ownership of assigned initiatives and deliver work independently with minimal supervision.
• Provide additional support and complete other duties as requested to assist the team and meet organizational priorities.

QUALIFICATIONS:

• Post-secondary degree in adult education, instructional design, business, or a related field; equivalent experience will be considered.
• Minimum of five (5) years of progressive experience in learning and development, training, facilitation, or change management, ideally in a nonprofit or social services environment.
• Flexibility to provide onsite training and coaching at program locations across Calgary; a valid driver’s license and reliable vehicle are required.
• Demonstrated ability to build trust, coach staff, and influence the adoption of best practices through strong interpersonal and communication skills.
• Excellent writing and documentation skills, with experience in creating clear, user-friendly training materials.
• Expertise in Microsoft Office 365 (Word, Excel, PowerPoint, SharePoint).
• Experience with participant information management databases (e.g., EMHware, ETO, Penelope).
• Ability to plan, prioritize, and manage multiple learning initiatives independently.
• Professionalism and discretion in handling confidential information.

DISCLAIMER:

• The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or abilities required.