Content SME for Accessible Journey Mapping processes

Content SME for Accessible Journey Mapping
processes

Remote

The client Section 508 program is seeking a contractor with expertise in Accessible Customer Service and Journey Mapping to provide guidance and develop training material. The training material will enable community college employees to reliably and accurately institute processes with accessibility incorporated throughout to support student success. The estimated time to completion is 1960 hours working up to 40 hours/week. Work to be completed by June 30, 2025. Contract extension possible based on funding each fiscal year.

Key Deliverables
Develop content for micro courses delivered in the client learning management system covering effective user experience topics in a college environment, which may include the following topics:
Importance of Journey Mapping in understanding the experience of the disabled student
When journey mapping a process is appropriate
Journey mapping a process:
Customer personas
Touchpoints
Journey stages
Emotions
Pain points
Time from starting the process to completion
Opportunities for improvement
Goals and Objectives
Data Collection
Collaboration
Visual Representation
Tools to assist with journey mapping
Develop content for at least one OnDemand training as a subject matter expert as needed.
Skills and abilities
Required
Content creation for training and self-paced courses.
Strong skill set in tools, techniques, and methodologies used in customer service and used in journey mapping.
Effective writing, presentation, and communication skills
Ability to work collaboratively, effectively, and independently
Ability to analyze and critically review information
Working knowledge of pertinent federal, state, and local laws, codes, rules, regulations, policies, and procedures related to digital accessibility including, but not limited to: Section 508 of the U.S. Rehabilitation Act; Americans with Disabilities Act; California Government Code 11135 and 7405; Twenty-First Century Communications and Video Accessibility Act; Section 225 of the Telecommunications Act, WCAG 2.1, and other web accessibility legislation
Preferred Skills:
Ability to adapt to changing client’s Accessibility Initiatives and readily adapts behavior to maintain effective performance; understand the long-term direction of the client’s Accessibility Center and can relate this to departmental area; adapts to new methodologies; identifies and acts on areas where change is appropriate