• Deliver product training to hospital teams at key milestones during the onboarding process • Support active customers navigating contact changes, new feature releases, post-upsell product tours • Maintain current, confident training capability across Instinct's full product suite — keeping pace with releases and updates as they ship • Operate as a shared resource across the team — picking up new training assignments from the shared queue, adapting quickly to new accounts, and delivering consistent quality without needing extended ramp time • Use Glyphic, HubSpot, and Claude to review relevant account notes and training history before each engagement • Tailor each training session to the specific hospital — referencing their workflows and product configuration • Log training outcomes, follow-up items, and customer feedback in HubSpot and Glyphic after each engagement • Travel frequently to deliver on-site training — building relationships with hospital teams

• Lead the design, development, and maintenance of instructor-led, virtual, and self-paced training programs supporting enterprise healthcare technology implementations. • Develop curriculum, facilitator guides, participant guides, job aids, quick reference materials, user manuals, and other learning resources. • Partner with subject matter experts, Business Analysts, engineers, and Government stakeholders to translate technical requirements into effective learning content. • Conduct training needs assessments and develop learning strategies that support organizational readiness and technology adoption. • Coordinate training schedules, instructor assignments, learning logistics, and course delivery activities. • Deliver instructor-led training sessions, virtual workshops, demonstrations, and train-the-trainer programs as required. • Evaluate training effectiveness through assessments, surveys, and learner feedback while recommending continuous improvements. • Collaborate with Organizational Change Management and Communications teams to align training initiatives with stakeholder engagement strategies. • Maintain training documentation, course materials, learning management records, and curriculum updates throughout the project lifecycle. • Recommend innovative instructional technologies and adult learning techniques that improve learner engagement and knowledge retention.

Role Description The Central Coast Hotline Crisis Line Specialist full-time overnight position works after hours and awake overnight shifts. The Hotline Crisis Line Specialist position answers calls from the public, including calls forwarded after-hours from SLO County Behavioral Health (Mental Health), Lumina Alliance, and TMHA programs during designated periods. - Offers support and encouragement to callers. - Refers callers to mental health and related resources in the community. - Assesses for crises. - Supports service teams with after-hours coverage, linking clients in crisis to appropriate resources. - Provides follow-up linkage to crisis intervention personnel when necessary. - Promotes recovery and wellness, encouraging self-care and coping skills using a trauma-informed approach. - Assists the Program Manager in the operations of the call center, including volunteer scheduling, clerical tasks, and documentation. - Upholds and promotes the philosophy of TMHA in all duties performed. Qualifications - Must be available to work designated after hours shifts. - Must be familiar and comfortable with using a computer. - Spanish Bi-lingual preferred. - Experience assisting individuals in a mental health crisis preferred. - Training in suicide prevention/intervention preferred. - Demonstrated ability to quickly develop rapport preferred. - Strong interpersonal skills, collaborative work style, and strong oral/written communication skills. - Well-defined organizational and time management skills. - Ability to work independently and flexibly. - Ability to handle intense situations, display good judgment and decision-making skills, and remain calm under pressure. - Able to work effectively with a variety of people and personality types. - Ability to possess and maintain good physical and mental health. - Ability to work well within a team and maintain a professional, respectful attitude. - Willingness to work with supervisor oversight and direction. - Attendance is an essential function of this job. - Ability to mindfully promote equality and respect diversity. - Demonstrate the ability to successfully deliver culturally responsive services. - Knowledge of the various dimensions of diversity, including mental health, gender, race, and ethnicity. - Must use reasonable precautions in the performance of duties and adhere to safety rules. - Conditions of employment include: - Must be at least 18 years of age; possess a valid CA Driver’s License, at least 2 years driving experience, and a DMV driving record that meets TMHA’s current vehicle insurance requirements. - Must comply with a TB assessment and receipt of a criminal record clearance through fingerprinting. - Must be able to successfully complete First Aid and CPR training. Requirements - Attend and complete the training program for Hotline calls. - Assist in tasks related to operations of the call center. - Communicate constructively and in a timely manner to supervisor. - Promote, encourage, and maintain trauma-informed practices. - Practice and promote Collaborative Communication Guidelines. - Meet with and communicate with the Program Manager or Program Coordinator regarding assignments. - Create a comfortable atmosphere for callers. - Provide emotional support, crisis assessment, and resource referrals for callers. - Maintain a detailed log of calls on a database. - Complete various procedures at the start and end of each shift. - Participate in monthly staff and volunteer meetings. - Assume other duties and responsibilities as assigned by the Program Manager. Benefits - Full-time, non-exempt position. 32-40 hours per week. - Anticipated hiring range is $21.00-$22.00. - Generous individual benefits package including health, dental, vision, life, and 403b retirement (with up to a 5% employer match). - Paid vacation/holiday time and paid sick time. - Membership discounts to various local fitness centers. - Years of service gift cards to businesses of your choice. - Gift cards for walking, biking, or carpooling to work. - 20% discount for shopping at our Growing Grounds Downtown Store/Nursery/Farm. - Two employee appreciation events for employees and their families yearly. - Pet-friendly workplace (upon approval).

• Oversee operational delivery of Learning & Development programs, ensuring initiatives are executed on time, within scope, and aligned with organizational priorities. • Develop and maintain standardized processes and operational workflows that support scalable learning delivery. • Coordinate with program managers, facilitators, HR partners, and vendors to ensure seamless program execution. • Lead operational planning and delivery for virtual, hybrid, and in-person learning programs. • Provide direction, coordination, leadership for a team of L&D direct reports to ensure program readiness and successful delivery. • Manage logistics for in-person leadership programs, workshops, and learning events. • Support administration and optimization of the learning management system (LMS) and related learning technologies. • Manage internal communications and marketing for Learning & Development programs, including program announcements, enrollment campaigns, and employee awareness initiatives.