Training & Communication Coordinator

Reporting to the Associate Director of Client Services, this position is responsible for independently developing, coordinating, and managing communication, training, and user‑support initiatives for the Giving and Alumni Information Link (GAIL), the University’s enterprise alumni and donor engagement system. The role also provides in-depth support for the UGA Foundation’s financial accounting platform (UGAF@Work) through the creation of training materials, delivery of user instruction, and provision of frontline assistance.

Key responsibilities include designing, developing, and maintaining instructional content; facilitating in‑person, virtual, and online training programs; and providing direct end‑user support for both fundraising and financial systems. The position regularly consults with campus stakeholders to assess communication and system needs, collaborates with central administrative teams to ensure successful project execution, and applies advanced knowledge of both platforms to guide users and resolve issues.

The incumbent contributes to system governance processes by participating in train‑the‑trainer efforts, assisting with system access workflows, supporting product steering committee meetings, and maintaining accurate and accessible content across two support websites, a knowledgebase site, and the learning management systems.

Additionally, the role leads and supports consultation meetings with schools, colleges, and units, and assists with preparing and distributing system‑related communications, including periodic GAIL Tips & Tricks updates and UGA Foundation Accounting newsletters.

Special Instructions to Applicants

This position is structured as a permanent position within the Division of Development & Alumni Relations. We are unable to sponsor a work visa for this position.

Minimum Qualifications

Bachelor’s degree in a related field or equivalent

Preferred Qualifications

• Graduation from an accredited college or university or 1-2 years of related higher education experience, or any equivalent combination of mass communication projects training and experience
• Experience with fundraising (Constituent Relationship Management/CRM) platforms (ex: Blackbaud)
• Experience leading training or teaching classes for one or more people
• Experience providing customer support to one or more people in a professional business setting
• Experience with creating and managing mass communication efforts (ex: newsletters, announcements, email communications, etc. to large audiences)
• Experience with creating clear and concise training materials (documents, videos, instructional aids, workbooks, etc.)
• Ability to establish and maintain effective working relationships with internal staff, campus units, and alumni

Knowledge, Skills, Abilities and/or Competencies

• Understanding of system modules, role-based permissions, and cross-module functionality
• Ability to independently learn, test, diagnose, and resolve access issues, and implement HTML/CSS updates for various platforms
• Skill in developing curricula, instructional materials, visual aids, and multimedia content, and in adapting content for diverse audiences
• Competence in course setup, registration management, class logistics, and monitoring training effectiveness
• Ability to provide ongoing support for system users, resolve helpdesk tickets, and ensure continuity of operations across platforms
• Strong skills in consulting, translating technical concepts, preparing documentation, and facilitating meetings or steering committees
• Ability to plan, coordinate, and execute training initiatives, workshops, and campaigns while managing multiple priorities simultaneously
• Ability to evaluate system gaps, synthesize feedback, validate data accuracy, and make actionable recommendations for improvement
• Competence in optimizing web architecture, publishing instructional resources, and maintaining usability, accessibility, and branding standards
• Ability to maintain technical proficiency, adapt to evolving institutional systems, and respond effectively to shifting priorities
• Ability to work across departments, ensure cross-training, guide discussions toward alignment, and support campus-wide initiatives
• Ability to handle sensitive information discreetly and appropriately

Additional Division Expectations

• Through open, honest, and respectful communication, all staff, supervisors, and colleagues of the Division of Development & Alumni Relations are expected to interact with fairness, compassion, and decency. All employees will be held accountable for meeting the expectation of promoting a stable, productive, and healthy work environment.
• Adherence to CASE standards and commonly accepted industry standards relating to fundraising reporting is expected of all fundraisers. All fundraisers will be held accountable for meeting this expectation.

Physical Demands

• Travel in and out of state
• Work in a standard office environment
• Sit or stand at a computer/desk workstation for extended periods of time
• Lead client meetings and produce agreeable partnerships
• Work using electronic mail, telephone, face-to-face discussions, and paper form correspondence
• Communicate effectively in writing, speaking, and listening
• Organize and establish priorities; remember details; multi-task
• Lift and/or move up to 20 pounds
• Walk, stand, stoop, lift, kneel, climb

Duties/Responsibilities

(30%) Enterprise Systems Expertise & Technical Support

• Serve as subject matter expert (SME) for the UGAF financial platform and supported CRM systems.
• Independently learn, test, and apply new system modules, tools, and feature enhancements.
• Maintain deep understanding of role-based permissions, cross-module functionality, and system configurations.
• Diagnose and resolve user access, security, and role assignment issues.
• Provide guidance and training on financial report listings, navigation, and report generation.
• Identify system gaps and coordinate updates with technical partners.
• Escalate complex cases appropriately while ensuring continuity of operations.
• Maintain ongoing technical proficiency to support evolving institutional systems.
• Provide ongoing user support for financial, fundraising, and other supported platforms.

(20%) Web Administrators & Operations

• Manage multiple user support websites for financial and fundraising platforms.
• Optimize website architecture, layout, navigation, and design for usability, accessibility compliance, responsiveness, and brand consistency across devices and browsers.
• Implement and troubleshoot HTML/CSS updates.
• Publish announcements, updates, and instructional resources.
• Develop BBIS registration and donation pages aligned with communication campaigns.
• Set up course assignments using LMS platforms (LearnDash, PEP, eLC, etc.).

(20%) Instructional Design & Training

• Lead the full lifecycle of instructional materials: planning, drafting, formatting, and revising.
• Develop slide decks, visual guides, job aids, video tutorials, and online instructional media.
• Translate complex technical concepts into accessible, user-friendly documentation.
• Adapt materials for diverse audiences and varying technical proficiency levels.
• Verify technical accuracy with subject matter experts.
• Design specialized training plans tailored to individual client needs.
• Conduct classroom, virtual, and individualized training sessions.
• Maintain training calendars, class schedules, and facility procurement.
• Manage class registrations and logistics for UGAF@Work, GAIL, and related platforms.
• Monitor quiz responses and provide corrective guidance to learners; assess training effectiveness.
• Create curriculum and facilitate strategic Workshops and Office Hours, align teams, clarify roles, and help resolve friction points.
• Participate in train-the-trainer programming and prepare facilitators for system rollouts.
• Plan, coordinate, and execute large-scale user training initiatives to facilitate multiple departments.
• Provide back-up facilitation and moderation support for other Client Services trainings.
• Maintain training attributes and related access forms for all platforms.

(15%) Strategic Communications & Client Engagement

• Conduct consultations with clients to assess communication needs, objectives, and expected outcomes.
• Develop communication protocols, campaign frameworks, and stakeholder partnership plans.
• Help outline project timelines, communication flows, and training needs.
• Craft and deliver project plan communications, surface concerns, address misconceptions, and provide feedback loops. Ensure messaging is consistent, timely, and tailored to different groups.
• Assist with audience segmentation, targeting, and distribution strategies to maximize engagement.
• Conduct proactive monthly communication audits and provide recommendations to support continued user education.
• Collaborate with clients to ensure data accuracy and validate reporting results.
• Maintain ongoing checkpoints with clients throughout project lifecycles; adjust strategies to align with evolving needs.
• Recommend and implement improvements to enhance service delivery and user engagement.
• Track adoption and engagement using surveys and feedback collection to understand progress.
• Report outcomes – communicate progress to leaders and recommend improvements.
• Assist with creation and distribution of frequent newsletters for supported systems.

(15%) Service & Support Operations

• Provide support for ASKIT email and ticketing systems; manage dedicated support blocks for urgent issues.
• Prepare materials and documentation for steering committees and governance groups; facilitate stakeholder engagement.
• Capture and synthesize complex feedback into actionable recommendations.
• Support campus consultations and strategic planning meetings.
• Ensure cross-training and continuity of services across platforms and teams.
• Guide conversations toward alignment across competing priorities.
• Anticipate dependencies and manage shifting priorities to protect service continuity.
• Perform related duties to support departmental objectives as needed; manage sensitive information with discretion.

About the University of Georgia

Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state’s flagship university (https://www.uga.edu/). The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine.

About the Client Services Unit

The Client Services (CS) unit is a branch of the Department of Advancement Information Technology within the Division of Development and Alumni Relations. First, the CS Team is responsible for all training of UGA employees that will utilize any of the following systems: the GAIL/Blackbaud CRM (Giving and Alumni Information Link) platform, the UGAF financial accounting platform, and any new systems/software/platforms brought on board in the future. Secondly, the CS Team provides direct, front-line support to all UGA staff using the GAIL CRM system and assists with all communication projects directly supporting fundraising and stewardship efforts. The CS Team provides direct, frontline support too all UGA staff using the UGA Foundation’s financial platform. Thirdly, the CS Team is responsible for collaborating with internal and external division staff for identifying issues/needs/enhancements, resolving said issues, and being the liaison for partnering with system users and internal teams to steer system progress and growth.

EEO Policy Statement

The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).

USG Core Values Statement

The University System of Georgia is comprised of our 25 institutions of higher education and learning, as well the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 08.02.18.01.02.

Additionally, USG supports Freedom of Expression as stated in Board Policy 06.05 Freedom of Expression and Academic Freedom.