Statement of the Job

The Training & Credentialing Coordinator supports the Contact Center Operations Director by coordinating, implementing, and maintaining staff training, onboarding, and credentialing processes across Gryphon Place programs. This role focuses on execution, tracking, and continuous alignment with accreditation standards, ensuring that staff are well-prepared to deliver high-quality, compliant, and trauma-informed services. The Coordinator operationalizes training plans, curricula, and credentialing systems under the direction of the Director of Contact Center Operations.

This position also supports implementation readiness for new or expanded programs by coordinating training logistics, maintaining audit-ready records, and tracking staff completion of required onboarding and credentialing activities.

Essential Functions

Training Coordination & Support

• Coordinate new staff onboarding trainings in collaboration with the Director of Contact Center Operations and Program Managers.
• Schedule, organize, and support delivery of required internal and external trainings.
• Maintain training calendars, materials, attendance records, and completion of documentation.
• Assist in updating training materials to reflect current protocols, SOPs, and evidence-based practices.
• Coordinate logistics for in-person, virtual, hybrid, and off-site trainings, including venue coordination, materials, technology needs, attendance tracking, and trainer schedules.

Credentialing & Accreditation Support

• Track staff certifications and credentialing requirements (AAS, AIRS, COA).
• Maintain accurate records of credentialing status, renewals, and documentation.
• Maintain audit-ready training and credentialing files in accordance with organizational, funder, regulatory, and accreditation requirements.
• Support accreditation preparation by gathering materials, updating procedural documentation, and assisting with audits or reviews.
• Monitor compliance with funder, regulatory, and accreditation training requirements.

Quality & Continuous Improvement

• Assist in evaluating trainings by collecting feedback and summarizing findings.
• Identify gaps or trends in training completion or credentialing status and flag concerns to the Director of Contact Center Operations.
• Support updates to procedures and processes to align with operational and accreditation standards.

Collaboration & Administrative Support

• Serve as a liaison between operations leadership, program managers, and staff related to training and credentialing needs.
• Coordinate with Human Resources and program leadership to support onboarding timelines, training cohorts, staff start dates, and completion of required pre-service trainings.
• Prepare reports and summaries related to training completion, credentialing status, and compliance.
• Participate in operational meetings as requested to support the implementation of training priorities.
• Perform additional duties as assigned to support program operations.

Qualifications & Experience

• High school diploma, or equivalent
• 1–3 years 'experience in training coordination, program support, or nonprofit operations preferred.
• Availability for frequent in-person trainings in Kalamazoo, MI, and occasional travel within Michigan for regional/off-site trainings.
• Occasional evening or weekend availability may be required based on training schedules and program needs.

Knowledge / Skills / Abilities

• Strong organizational and tracking skills with attention to detail.
• Experience coordinating trainings or managing credentialing/compliance processes.
• Ability to work collaboratively across departments.
• Strong written and verbal communication skills.
• Comfort supporting both in-person and virtual trainings.
• Proficient in Microsoft Office Suite (including Excel and PowerPoint) and data tracking systems.
• Ability to manage multiple priorities while following established direction and timelines.
• Ability to maintain accurate, audit-ready records and manage confidential information.
• Ability to track multiple training requirements, deadlines, renewals, and completion statuses across programs.
• Understanding of trauma-informed care, cultural humility, suicide prevention, crisis intervention, or behavioral health systems preferred.

Physical/Travel Requirements

• Ability to sit, stand, and use a computer for extended periods of time.
• Ability to travel within Michigan for training, onboarding, recruitment, or implementation-related activities as needed.
• Ability to support occasional evening or weekend training schedules when required by program needs.