Learning Support Coordinator

About the Company

Public Strategies is a dynamic professional services firm with over 35 years of experience delivering innovative communications, consulting, technology, events, and project management solutions. Our collaborative team of problem solvers, creatives, technologists, trainers, communicators, and change agents is committed to doing good well. Serving private sector, government, and nonprofit clients nationwide, Public Strategies delivers award-winning products and experiences. The firm has also pioneered nationally respected human services programs supporting low-income and other vulnerable populations. Through integrated initiatives like One Set Studio (a cutting-edge virtual production space) and NextThought (an eLearning initiative), we elevate storytelling, training, videos, and immersive experiences for leading national brands.

About the Role

The Learning Support Coordinator is a member of the Practice Models and Training Solutions department within the Knowledge and Practice Division and reports to the Manager of Training Frameworks. The department designs evidence-informed training frameworks, learning solutions, and tools to improve performance within human services systems. It partners with clients and subject matter experts to translate research, policy, and practice models into practical, learner-centered solutions that strengthen workforce capacity, improve service delivery, and drive measurable outcomes.

The Learning Support Coordinator provides day-to-day coordination and responsive customer and technical support to ensure a seamless, high-quality learner experience across academy training programs. This role manages learner support resources and helpdesk activities, develops user-friendly guides and FAQs, and provides logistical and operational support for training delivery. The position also monitors learner feedback and support trends to identify opportunities for continuous improvement while collaborating with training, technology, and logistics teams to strengthen program effectiveness and learner engagement.

Responsibilities

• Coordinate day-to-day learner support activities across academy training programs to ensure a seamless, consistent, and high-quality learner experience.
• Develop and maintain clear, user-friendly how-to guides, job aids, FAQs, and other learner resources that support successful navigation and use of training platforms and resources.
• Provide responsive, high-quality customer service and technical support to learners or customers, including managing helpdesk inquiries, troubleshooting issues, addressing registration and program questions, and identifying recurring needs to improve the overall user experience.
• Establish, manage, and maintain a learner support helpdesk to address questions, technical challenges, registration needs, and training-related inquiries.
• Monitor learner questions, support requests, and recurring issues to identify trends and recommend improvements to training systems, resources, and learner experiences.
• Develop comprehensive, audience-specific FAQs and support content tailored to the needs of different learner groups.
• Coordinate the development of dynamic presentations, interactive activities, and learner engagement materials that align with academy curricula and structured agendas.
• Provide logistical and operational support for academy training delivery, including coordination of schedules, materials, communications, technology, and learner readiness.
• Collaborate with training, events and logistics, and technology teams to ensure learning resources and support tools are accurate, accessible, current, and aligned with program objectives.
• Support continuous improvement of academy programs by gathering learner feedback and using insights to strengthen resources, processes, and overall learner engagement.
• Demonstrate professionalism, adaptability, strong organizational skills, and attention to detail while managing multiple assignments and competing priorities.
• Perform other duties as assigned.