• Administer, optimize, and support core software as a service platforms, including Google Workspace, Slack, Zoom, Linear, Iru, Microsoft Office, and Microsoft Intune. • Build and maintain internal systems, automations, dashboards, and analytics that extend core platforms and improve visibility into access, employee lifecycle workflows, license utilization, and operational performance. • Use artificial intelligence coding tools, including Claude Code, Codex, Cursor, or similar tools, to accelerate custom scripts, integrations, data analysis, and workflow automation across Iru, Microsoft Intune, and other internal systems. • Drive high-quality Help Desk delivery, including support for executive leadership, by resolving issues quickly, identifying root causes, and turning recurring requests into scalable, automation-powered solutions. • Create, maintain, and improve runbooks, troubleshooting guides, and internal documentation to strengthen team consistency, reduce time to resolution, and support long-term operational excellence. • Partner with Security, Compliance, and Legal to maintain Health Insurance Portability and Accountability Act and regulatory compliance, resolve control gaps, and ensure access management and data handling meet company standards. • Use information security platforms and continuous monitoring tools to support audit readiness, identify risks, and improve operational controls. • Provide remote support across all company locations, including office networking, audio and video conferencing hardware, Google Meet, and Zoom. • Own the hardware and software lifecycle, including purchasing, deployment, asset tracking, license management, support, and secure retirement.

Role Description SCC seeks an experienced Instructional Systems Designer (ISD) with a strong background in Federal contracting environments to support the development of high‑quality training products for government programs. This role requires mastery of instructional design methodologies, the ability to work directly with Federal subject matter experts (SMEs), and the flexibility to operate as a 1099 independent contractor with surge‑support availability during peak workload periods. The ISD will design, develop, and deliver learning solutions that meet Federal standards, contract requirements, and agency‑specific training needs. Remote (U.S.) Key Responsibilities - Conduct needs assessments, task analyses, and content mapping in collaboration with Federal SMEs across program, policy, and technical domains. - Design and develop instructional materials—including eLearning modules, facilitator guides, participant guides, job aids, microlearning, and performance support tools—using ADDIE and adult learning principles. - Translate complex Federal program requirements, regulations, and technical content into clear, accessible training products for diverse learner groups. - Develop SCORM‑compliant eLearning using tools such as Articulate Storyline, Rise, Adobe Captivate, or equivalent platforms. - Support rapid‑turnaround and surge assignments, including accelerated development cycles, iterative SME reviews, and short‑notice updates to existing training content. - Coordinate with project managers, SMEs, and quality reviewers to ensure all deliverables meet Federal standards, contract requirements, and Section 508 accessibility guidelines. - Participate in virtual SME working sessions, content validation meetings, and design reviews with Federal stakeholders. - Maintain version control, documentation, and metadata for all training products in accordance with contract and agency requirements. - Provide recommendations for curriculum improvements, modernization, and alignment with agency learning strategies. - Support proposal development, LOE estimation, and surge‑staffing plans as needed. Qualifications - Bachelor’s degree in Instructional Design, Education, Adult Learning, Communications, or a related field. - Master’s degree preferred. - Minimum of five (5) years of instructional design experience, with at least three (3) years supporting Federal agencies or Federal contractors. - Demonstrated experience working directly with government SMEs to gather requirements, validate content, and refine technical material. - Proven ability to operate as a 1099 independent contractor, including managing availability, deliverable‑based work, and surge periods. - Experience developing SCORM‑compliant eLearning and blended learning solutions for Federal programs. - Prior experience supporting HHS, ACF, CMS, VA, DoD, DHS, or similar agencies strongly preferred. Knowledge & Skills - Mastery of ADDIE, adult learning theory, and instructional design best practices. - Proficiency with Articulate Storyline, Rise, Adobe Captivate, Camtasia, and related development tools. - Strong writing and editing skills, with the ability to simplify complex regulatory or policy content. - Familiarity with Federal contracting environments, including deliverable‑driven schedules, LOE management, and quality control expectations. - Understanding of Section 508 accessibility requirements and remediation practices. - Ability to work independently, manage multiple concurrent tasks, and meet tight deadlines during surge periods. - Strong communication and collaboration skills for working with SMEs, PMs, and Federal stakeholders. Work Structure & Availability - 1099 independent contractor role with deliverable‑based assignments. - Surge‑support availability required during peak workload periods (e.g., end‑of‑quarter, new policy releases, curriculum overhauls). - Flexible remote work with required availability for scheduled SME sessions and review meetings. - Hours may vary based on contract needs; some weeks may require rapid‑turnaround development. Why SCC - Support mission‑critical Federal programs with national impact. - Collaborate with experienced Federal SMEs and high‑performing contractor teams. - Work on modern, high‑visibility training initiatives that shape agency learning strategies.

• Maintain and support the integrity of a variety of operating system environments (i.e.. Windows, Linux, etc.) and various computer systems. • Administer, install, and troubleshoot issues. • Provide COBOL coding support. • Perform system maintenance tasks such as system back-up, recovery and file maintenance. • Schedule, install, and test system software upgrades. • Configure software and resolve technical problems. • Monitor and maintain software licensing and maintenance agreements.

Role Description The Crisis Lines Systems Support Analyst is a confidential position that plays a critical role in supporting the infrastructure, systems, and administrative functions that ensure efficient and effective crisis line operations. This position is responsible for maintaining the functionality of many systems and processes, identifying issues, implementing solutions, and proactively improving processes to support staff and service delivery. This position works with management to create and maintain policy and procedural changes related to crisis lines staffing and labor relations. This role bridges operational support, systems administration, reporting, and staffing coordination to ensure Crisis Lines teams have the tools, information, and scheduling support necessary to provide high-quality, uninterrupted service. Roles & Responsibilities - Systems & Operational Support - Serve as a subject matter expert on internal Crisis Lines systems, platforms, and workflows. - Troubleshoot operational issues and implement system fixes or enhancements to resolve current problems and prevent future disruptions. - Monitor systems and processes for inefficiencies, recurring issues, and opportunities for improvement. - Collaborate with leadership and technical teams to optimize operational tools and workflows. - Support implementation, testing, and rollout of new systems, forms, and process improvements. - Develop, review, and maintain Crisis Lines policies and procedures to ensure consistency, efficiency, and regulatory compliance. - SharePoint & Forms Management - Maintain and update Crisis Lines SharePoint sites to ensure accurate, accessible, and organized information for staff. - Develop, update, and manage electronic and operational forms used by Crisis Lines staff. - Ensure forms and documentation remain current, compliant, and aligned with operational needs. - Improve workflows through automation and streamlined digital processes where applicable. - Reporting & Data Coordination - Partner closely with the Data Team to maintain and update operational reports and dashboards. - Generate and distribute monthly, quarterly, and annual reports required by internal leadership and external contract partners. - Ensure accuracy, timeliness, and completeness of operational data reporting. - Assist in identifying reporting needs and developing new reports to support operational decision-making. - Staffing & Scheduling Support - Support Crisis Lines staffing functions, including schedule creation. - Oversee the creation of the Mission Critical Survey and lead communications for the scheduling of mission critical days. - Review and support time off and leave requests in alignment with staffing requirements and organizational policies. - Collaborate with management on ADA accommodation requests related to work schedules and breaks in a confidential manner. - Collaborate with leadership to address scheduling challenges and staffing gaps. - Process staffing-related correspondence and communications. - Escalate concerns about potential staffing issues to Crisis Lines Leadership. - Support negotiations with labor representatives relating to areas of responsibility. - Perform additional job duties to support the crisis lines administrative and system needs as assigned. Qualifications - Experience coordinating complex schedules. - Strong attention to detail and organizational skills. - Strong interpersonal and verbal and written communication skills. - Able to prepare reports and think analytically. - Must be proficient in web-based computer environment and Microsoft Office. - Able to handle stress and prioritize multiple tasks. - Able to maintain a high level of confidentiality and integrity. - Able to consider diversity, equity, and inclusion factors in decision-making processes. Preferred Qualifications - Experience with scheduling software, such as Better Impact. - Experience with project management software, such as Monday.com. - Project management certification. - High level of proficiency with Excel. - Experience with 24/7 shift scheduling. - Experience in union contract administration. - Familiarity with a crisis intervention setting. Physical Requirements - Work requires the ability to sit or stand and work at a computer for long periods of time. Compensation Package - The wage for this position is $25.50 - $32.19/hour, depending on relevant education, trainings, and experience. - Lines for Life offers a great benefits package valued at over $9500 which includes: - Health, dental, vision, short-term and long-term disability, and life insurance benefits. - A matching 401k plan. - A flexible spending plan. - An employee assistance program. - A free Fitbit. - This is a union position with a step progression based upon years of service at Lines for Life, with the current step scale: - <3 years: $25.50 - 3-5 years: $27.03 - 5-7 years: $28.65 - 7-10 years: $30.37 - >10 years: $32.19 EEO Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer. Lines for Life shall not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.