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JOB TITLE: Certified Instructor Support Coordinator
POSITION OVERVIEW
The International Critical Incident Stress Foundation, Inc. (ICISF) is the leader in providing education, training, consultation, and support services in comprehensive crisis intervention and disaster behavioral health services to emergency responders, and other professions, organizations and communities worldwide.
The Education and Training Coordinator provides advanced administrative support to the Certified Instructor (CI) network and related programs within the Education and Training Department. Working under the supervision of the Program Director, Certified Instructor Support, Coordinators assist with the management and delivery of instructor programs, support CI activities, and contribute to the continuous improvement of departmental processes. Each Coordinator may be assigned to support specific program areas, with assignments determined by the Program Director. Specific assignments may vary and will be adjusted in response to organizational needs.
Status: Full-Time
Classification: Non-Exempt
Salary: Commensurate with experience
Reports To: Program Director, Certified Instructor Support
Direct Reports: None
Department: Education and Training
WORK ENVIRONMENT
This is a fully remote position that may be performed from any location within a time zone no more than three hours ahead or behind Eastern Standard Time (EST). The role requires a dedicated and professional home workspace that supports focused, uninterrupted work and is free from excessive background noise or distractions.
The employee must demonstrate strong time management skills, self-motivation, and the ability to work independently with minimal supervision. A consistent and reliable work routine during established core business hours is essential to ensure effective collaboration and productivity.
While the position is remote, occasional travel may be required to attend in-person conferences, trainings, or organizational events. These engagements may involve domestic or international travel and will be scheduled with reasonable notice.
KEY RESPONSIBILITIES
• Administer and provide advanced support for the ICISF Custom Approved Instructor Management Software and Certified Instructor programs, including course registration, instructor communications, roster and certificate processing, data entry, scheduling, reporting, and documentation. Ensure timely and accurate completion of tasks in alignment with established policies, while serving as the frontline support for instructors and staff and troubleshooting routine issues.
• Support communication and coordination for assigned CI program areas, including interactions with instructors, participants, partners, and vendors, as directed by the Program Director.
• Collaborate with the Program Director and other Coordinators to support shared program areas and ensure seamless operations across the CI network.
• Manage the distribution of instructor and course materials for trainings, events, and conferences, ensuring timely and accurate delivery to instructors, participants, and other stakeholders.
• Assist with the planning, logistics, and execution of virtual and in-person instructor trainings, CI meetings, conferences, and organizational events.
• Maintain accurate records, databases, and program documentation in accordance with organizational standards, including instructor rosters, evaluation data, compliance records, and disciplinary actions.
• Support program evaluation and quality improvement efforts by collecting and organizing feedback, data, and performance metrics related to CI activities.
• Contribute to the development and update of instructor resources, teaching materials, and participant communications.
• Prepare and process invoices for programs and services within the Certified Instructor (CI) program, ensuring accuracy and timely delivery to clients and instructors; assist with returns, revenue tracking, and related financial documentation as directed.
• Monitor program budgets, track expenditures, and assist with revenue reporting as directed.
• Adapt to changing assignments and priorities, demonstrating flexibility and initiative in response to evolving departmental needs.
• Uphold a high standard of customer service and professionalism in all interactions, including supporting instructors who may need additional guidance with administrative procedures.
• Participate in departmental meetings, cross-functional teams, and organizational initiatives as assigned.
• Support the production of in-person conferences and CI events, providing on-site assistance with logistics, registration, session management, participant engagement, and troubleshooting for CI activities; may also contribute limited planning support as directed.
• Ensure compliance with relevant laws, regulations, and organizational policies.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
• Demonstrated ability to plan, organize, and support complex programs and events.
• Strong interpersonal and communication skills; able to build positive relationships and provide excellent customer service.
• Proficiency with office productivity software, virtual meeting platforms, and database or learning management systems.
• Attention to detail and accuracy in maintaining records and documentation.
• Ability to manage multiple priorities, adapt to changing needs, and proactively identify opportunities for improvement.
• Experience supporting educational program delivery, event planning, or curriculum development is preferred.
• Ability to work independently and collaboratively within a remote team environment.
• Ability and willingness to travel occasionally to attend and support in-person conferences, trainings, or organizational events as required.
MINIMUM EDUCATION, TRAINING AND EXPERIENCE
• Education: High school diploma or equivalent required; Associate’s degree preferred. Relevant fields include education, business administration, nonprofit management, behavioral health, or related discipline.
• Minimum of 2 years of progressively responsible administrative or program coordination experience, preferably in an educational, nonprofit, or training-focused environment. Less experienced candidates may be considered for junior positions if they have demonstrated experience working in an office environment, which may include the completion of a substantive internship.
• Experience in customer service, stakeholder engagement, or relationship management.
• Experience with budget tracking, revenue monitoring, or program growth initiatives is desirable.
REQUIRED LICENSES AND CERTIFICATES:
Must possess a valid Class C Driver’s License, a satisfactory driving record and reliable transportation.
ESSENTIAL FUNCTIONS
The following physical and cognitive requirements are essential to successfully perform the duties of Certified Instructor Support Coordinator. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Vision: Ability to read and interpret printed and digital materials, including contracts and agreements, course materials, and spreadsheets.
• Hearing: Ability to hear and understand spoken communication in meetings, presentations, trainings, and virtual or in-person consultations.
• Speech: Ability to speak clearly and effectively in professional settings, including in person and virtual training and meetings.
• Manual Dexterity: Ability to operate a computer, use standard office equipment, and manage digital tools for curriculum development, communication, and data analysis.
• Mobility: Ability to move within office environments and event venues; occasional travel may be required for conferences, trainings, or external meetings.
• Cognitive Function: Ability to analyze complex clinical and organizational issues, synthesize information, make strategic decisions, and manage multiple priorities.
• Emotional Resilience: Ability to engage with sensitive topics related to trauma and crisis intervention while maintaining professional boundaries and emotional regulation.
• Time Management: Ability to manage deadlines, oversee projects, and respond to urgent matters with sound judgment and efficiency.
• Technology Use: Proficiency in using standard office software (e.g., Microsoft Office Suite), learning management systems, and virtual meeting platforms.
