Operations Assistant

Operations Assistant

The Operations Assistant (OA) supports quality assurance, evaluation, and continuous improvement activities for the Child Welfare Education Partnership (CWEP). Reporting to the Program Manager (PM) of Operations, this position provides critical data management, reporting, training systems, and operational support to ensure the accuracy, integrity, and accessibility of training and evaluation records across CWEP programs. Under general supervision, the OA exercises independent judgment in maintaining training databases, responding to data and technical support inquiries, organizing documentation, and supporting training and evaluation workflows. This role requires a high level of attention to detail, discretion, customer service, and adherence to CWEP, sponsor, and University System of New Hampshire (USNH) standards and procedures. The work of this position directly supports program oversight, compliance, and continuous quality improvement efforts. Duties may evolve based on program needs, sponsor requirements, and system changes.

Duties/Responsibilities

Data Management & Reporting (35%)

• Assist PM of Operations with the preparation of accurate and professional reports, summaries, tables, charts, and basic visualizations to support program monitoring, sponsor requirements, and leadership decision-making.
• Enter, verify, and maintain training participation, attendance, completion, and scheduling data across designated CWEP systems; perform routine quality checks to identify and resolve errors, duplicates, or missing information.
• Create, update, and manage training sessions within designated systems, including user accounts, rosters, schedules, and session metadata for both regularly scheduled and ad hoc trainings.
• Maintain data documentation, including file naming conventions, data dictionaries, and standard operating procedure (SOP) checklists, to promote consistency, audit readiness, and continuity of operations.

Learning Management Systems Support (30%)

• Provide frontline technical support to training participants and instructors related to learning management systems (LMS) and registration platforms, including navigation, access issues, attendance verification, and completion records.
• Respond to technical support requests and tickets in a timely, professional manner; follow up with users via email, phone, or video conference as appropriate to ensure resolution.
• Administer LMS and registration systems within assigned permissions by creating user accounts, managing enrollments, updating session information, and archiving records as directed.
• Document system issues, collect relevant artifacts (e.g., screenshots or logs), and escalate unresolved issues to appropriate technical staff with clear context.
• Draft and maintain short job aids or micro-guides (e.g., accessing certificates, verifying attendance) for participant and instructor use, pending supervisory approval.
• Ensure all participant and training data are handled in accordance with confidentiality, privacy, retention, and sponsor requirements.

Training & Event Support (20%)

• Scan, organize, name, and file training related records—including attendance sheets, completion verifications, evaluations, and training resources—in shared systems in accordance with CWEP SOPs and contractual obligations.
• Verify that final agendas, instructor assignments, session identifiers, and titles are accurately reflected in data systems prior to training delivery; update records following events as needed.
• Coordinate with trainers to collect required documentation and data artifacts, including attendance confirmations, make-up session records, and updates to training descriptions or materials.
• Support trainers with audiovisual and basic technical assistance for in person and virtual trainings; assist with preparation of training materials and room setup as requested.
• Disseminate training-related communications—such as roster cutoff reminders or evaluation notices—as directed by CWEP leadership.
• Provide conference or largescale training event support related to documentation, equipment, and data logistics, as assigned.

Quality Assurance, Evaluation, & Continuous Quality Improvement Support (15%)

• Clean, organize, and prepare attendance and evaluation datasets for analysis, including merging session metadata and response files to produce analysis-ready datasets.
• Prepare standardized evaluation summaries, response rate reports, comment compilations, and item level exports to support internal QA reviews and quarterly or annual reporting.
• Assist in ensuring the completeness, accuracy, and organization of training and evaluation data used for continuous quality improvement, compliance monitoring, and sponsor reporting.
• Monitor designated shared CWEP quality assurance and training data inboxes; respond to routine inquiries, route non-data questions to appropriate staff, and maintain response documentation as directed.
• Assist in the collection and compilation of customer feedback, frequently asked questions, and software/internal systems issues to assist in improving system quality and efficiency.

Requirements

Minimum Acceptable Education & Experience:

• Associate's degree in data management, information systems, higher education administration, operations, human services, social work, or a related field; OR
• High school diploma with 2+ years of relevant experience in data entry, record maintenance, reporting, or related administrative/coordination roles.

Required Licenses & Certifications:

• Valid driver's license or evidence of access to reliable transportation.

Knowledge, Skills & Abilities:

• Demonstrated ability to maintain a high level of attention to detail while handling sensitive or confidential information in accordance with established policies and requirements.
• Proficiency with Microsoft 365 applications, including Excel (data entry, basic analysis, and formatting), Outlook, and Teams, to support reporting, communication, and collaboration.
• Strong organizational skills, with the ability to manage multiple tasks, maintain orderly records, and meet deadlines in a structured, process-driven environment.
• Effective written and verbal communication skills, including the ability to provide clear guidance, produce understandable data summaries, and respond professionally to inquiries.
• Customer service skills and responsiveness when supporting training participants, instructors, and internal partners.
• Ability to present information clearly using basic tables, charts, or summaries to support decision-making and continuous quality improvement.
• Professional judgment and discretion in applying policies, handling data, and responding to participant and stakeholder needs.
• Ability to work collaboratively as part of a team, contributing to shared goals and supporting cross functional coordination.

Other Requirements:

• Willingness and ability to travel regularly within NH to support training delivery or other activities.
• Note: In-person requirements vary but can be up to 5 days per week.

Preferred Qualifications:

• Bachelor's degree in a related field.
• Experience supporting training programs, learning management systems, or program evaluation activities.
• Experience working in higher education, public sector, or grant-funded environments.
• Experience working in collaboration with child welfare, human services, education, or related sectors.
• Familiarity with data entry, quality assurance, and/or continuous improvement practices.
• Ability to troubleshoot and resolve routine technical or system related issues within defined learning management, registration, and data systems, escalating issues appropriately when needed.

Applicant Instructions

Applicants should be prepared to upload the following documents when applying online within the My Experience: Resume/Cover Letter section of your application:

• Resume/CV
• Cover Letter
• Contact Information for 3 Professional References

Applications that are missing any of the required items may not move forward for consideration. Additional uploaded documents not requested in the position announcement will not be reviewed.

The University of New Hampshire is an R1 Carnegie classification research institution providing comprehensive, high-quality undergraduate and graduate programs of distinction. UNH is located in Durham on a 188-acre campus, 60 miles north of Boston and 8 miles from the Atlantic coast and is convenient to New Hampshire's lakes and mountains. There is a student enrollment of 13,000 students, with a full-time faculty of over 600, offering 90 undergraduate and more than 70 graduate programs. The University actively promotes a dynamic learning environment in which qualified individuals of differing perspectives, life experiences, and cultural backgrounds pursue academic goals with mutual respect and shared inquiry.

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex