Donor Services Training Coordinator

Purpose: Use personal expression and creativity to provide outstanding customer service to donors, coworkers and guests thus ensuring the best possible donation experience for the donor and training and working environment for staff. Establish and maintain quality practices while continually seeking to improve and expand upon performance and knowledge for self and staff.

Responsibilities:

Serve as subject matter expert for Donor Services: Develop and sustain complete familiarity with all technical skills, departmental SOPs, quality policies and procedures, human resources policies and procedures, mainframe donor database, operator manuals, training plans and other materials as appropriate.

Administration of basic functions: Oversee the day to day training operations of the Donor Services Associates; create and monitor training staff schedule to ensure a lean training environment; conduct Donor Services departmental training, CPR training, proficiency training and testing; document and track training as required by departmental policy; report training issues to Operations Managers and work to resolve issues as directed; ensure compliance with all applicable industry, federal and organizational guidelines, protocols, policies, and procedures, including timely and appropriate reporting of all Worker’s Compensation exposures, illnesses, or injuries; ensure thorough and effective communication and dissemination of information to donors, trainees, coworkers, volunteers and guests; create and monitor training schedule

Employee development: assist in conducting ongoing training of existing staff; report training issues to Operations Managers and work to resolve issues as directed; ensure compliance with all applicable industry, federal and organizational guidelines, protocols, policies, and procedures, assist in the identification of individual and departmental training needs, assist in development of training plans and programs, conduct training sessions, and maintain training documentation

Record keeping: Document staff training and proficiency testing on paper records and in electronic training system of record. Ensure department procedural documents are current, reviewed and updated in accordance with approved schedules and departmental requirements

Behavior: Meet and exceed AMO CommYOUnity program expectations and customer service - service promise of “You & Me for a Better We” through rewards and recognition, effective communication, expression of individuality, integrity and respect and pursuit of excellence.; develop and maintain constructive and cooperative interdepartmental relationships

-Execute special projects and other duties as assigned 

Skills, Education, & Experience:

-High school diploma or equivalent required

-Must be at least 21 years of age, have a valid Texas driver’s license, proof of insurance, and an acceptable driving record.

-Minimum of 2 years training experience in a medical setting, preferably in a blood center, will consider college degree in lieu of experience

-Punctual and dependable

-Compassionate interpersonal skills

-Excellent customer service skills

-Superior verbal and written communication skills, including editing of training plans and proficiency exams

-Intermediate computer skills. Experience with blood bank software and/or training software preferred

Physical/Mental Abilities:

-Ability to maintain high attention to detail and make sound judgments in a busy/distracting environment

-Ability to perform the same task repeatedly while maintaining a high level of accuracy

-Ability to read/follow SOPs and to maintain complete/accurate records

-Ability to make priority determinations, and work without direct supervision

-Ability to work a flexible schedule including Saturdays/Sundays as needed.

-Ability to interpret and respond appropriately to sensitive/confidential information and situations

-Ability to display professional conduct and demeanor at all times

-Ability to assume a lead role in a team environment

-Ability to flex training style to meet the needs of adult learners

-Excellent manual dexterity

-Ability to stand for long periods

-Ability to lift up to 25 pounds unassisted

Work hours

Tuesday-Saturday