Onboarding Consultant

This posting is for future opportunities. We are seeking qualified candidates for roles that may open in the coming months. Applications will be reviewed on a rolling basis and candidates may be contacted when a role opens.

Overview

The Onboarding Consultant serves as a trusted advisor to new GovWorx customers, guiding Emergency Communications Centers (ECCs) through the successful deployment and everyday use of the CommsCoach platform. This role is centered on providing customer guidance based on industry best practices, collaborating closely with agency project leads and stakeholders, and building sustainable workflows that improve quality, training, and performance.

The Onboarding Consultant partners closely with Project Managers and agency project leads. Together, they coordinate the functional onboarding steps and ensure ECC stakeholders understand why and how to use CommsCoach to its fullest potential.

Success in this role requires exceptional organizational skills and communication. The ideal candidate can translate complex 9-1-1 operations into clear plans and configurations, keep multiple workflows organized, and communicate confidently with supervisors, trainers, QA staff, CTOs, and executive stakeholders. The role also requires the ability to craft and refine effective AI prompts, using CommsCoach’s AI-enabled features to support evaluation, coaching, and training content.

Key Responsibilities

1. Customer Guidance & Industry Best Practices

• Serve as a subject-matter guide for agencies on QA/QI, training, and coaching best practices within CommsCoach.

• Help customers align their evaluation, coaching, and training programs with national standards (e.g., NENA/APCO) and ECC operational norms.

• Recommend workflows, evaluation cadences, coaching structures, and training cycles that are realistic for each agency’s size, staffing, and maturity.

• Identify “quick wins” and early indicators of success to build confidence and momentum in the use of CommsCoach..
  

2. Collaborative Deployment with Agencies & Project Leads

• Partner with GovWorx Project Managers, agency project leads, and ECC leadership to guide the functional onboarding work.

• Participate in kickoff and milestone meetings to explain the onboarding approach, set expectations, and ensure clarity around roles and responsibilities.

• Work directly with supervisors, QA personnel, trainers, and CTOs to understand local policies, workflows, and constraints and reflect them in the platform.

• Proactively communicate customer blockers, missing requirements, and adoption risks to Project Managers and internal stakeholders.
  

3. Configuration & Workflow Alignment

• Configure CommsCoach to support each agency’s workflows, staffing model, and evaluation structure, grounded in industry best practices and CommsCoach standards.

• Design evaluation and training configurations that promote consistency, transparency, and meaningful feedback

• Incorporate relevant operational nuances (e.g., call flows, roles, routing) so that the platform is intuitive and useful for end users.

• Collaborate with Technical Services to validate that customer data integrations support the agreed-upon workflows.
  

• Use and refine AI prompts to:

  • Generate or enhance coaching feedback and training materials

  • Support scenario design and simulation content

  • CommsCoach TRAIN (simulations & microlearning)

  • Surface insights and recommendations from evaluation data

• Provide guidance to agencies on how to use AI-driven features responsibly and effectively within CommsCoach.
  

4. Training, Enablement & Change Management

• Deliver clear, structured training to supervisors, QA staff, trainers, CTOs, and administrators across:

  • QA & evaluation workflows

  • Radio evaluations

  • CommsCoach TRAIN (simulations, microlearning, training phases)

  • Coaching & feedback tools

  • Dashboards & performance analytics

  • CommsCoach HIRE competency evaluations
    

• Tailor communication style and training approach to agencies of varying sizes, experience levels, and operational complexity.

• Guide agencies through the change from manual or legacy processes to modern, data-informed workflows, emphasizing the “why” behind new practices.

• Use strong facilitation and communication skills to build confidence, address concerns, and reinforce best-practice use of the platform.

5. Structured Communication & Issue Resolution

• Maintain organized notes, action lists, and status updates across multiple customers and workflows.

• Communicate clearly, concisely, and proactively with both customers and internal teams, ensuring stakeholders always know current status, next steps, and ownership.

• Troubleshoot functional issues related to evaluations, simulations, dashboards, user access, and configuration; explain expected system behavior and best-practice use.

• Document and escalate issues when needed, ensuring customers experience timely and transparent resolution.

6. Ongoing Guidance During Deployment & Handoff

• Review early evaluation and training data to surface insights that help agencies refine their QA cadence, coaching plans, and training workflows.

• Recommend adjustments and optimizations within CommsCoach as agencies mature in their use of the platform.
  

• Collaborate closely with Customer Success to ensure a smooth, well-documented handoff once the agency reaches a stable operating rhythm with CommsCoach..
  

Qualifications

• 3–5 years of experience in 9-1-1 dispatching, supervision, training, QA, or CTO work (required).

• Deep understanding of ECC operations, including call-taking workflows, radio dispatch, CAD usage, and QA/QI programs.

• Demonstrated experience guiding organizations through operational or technology-driven change (strongly preferred).

• Exceptional organizational skills with the ability to manage multiple customers, competing priorities, and detailed configuration work simultaneously.

• Strong communication skills—written, verbal, and facilitation—with the ability to explain complex workflows and platform logic in clear, practical language.

• Proven relationship-building skills with diverse stakeholders (supervisors, frontline staff, trainers, technical leads, executives).

• High comfort level with software configuration and translating operational workflows into platform logic.
  

Success Metrics

• Customers receive clear, best-practice guidance and feel confident in their onboarding journey.

• Accurate, complete configuration of CommsCoach aligned to each agency’s workflows within onboarding timelines.

• Strong customer satisfaction scores and positive qualitative feedback on communication, organization, and partnership.

• Consistent customer progress toward evaluation, simulation, and coaching adoption targets.

• Reduction in onboarding-related issues and escalations due to proactive communication and organized execution.

• Smooth, well-documented transition to Customer Success with customers in a stable, self-sustaining operational rhythm.