Year-Long Training Plan

Demonstrated Skills:

  • Professional Development
  • Collaborating with Subject Matter Experts
  • Analyzing Data Trends
  • Instructional Design Theories
  • Instructor-led Training Development
  • e-Learning Development
  • Project Management

Opportunity:

My team was tasked with identifying a way to incorporate and implement monthly trainings for each of the three departments under our division. These trainings needed to effectively cover complex topics and be used as content refreshers on a yearly basis.

Solution:

We decided to create a year-long training plan that focused on frequently occurring topics. For one department, we planned to include training that was done monthly, while the other two departments received theirs on a quarterly basis.

Process:

My team collaborated with the Quality Assurance and Workforce Management teams to analyze the key topics driving member calls each month. We drafted this data into a proposal that we shared with leadership that outlined our suggested year-round training topics, which included instructor-led and e-Learning modalities. Upon reviewing and meeting with each department, we solidified a list and put the plan into action.

Outcome:

Newer staff shared they were thrilled to have more opportunities to learn about difficult topics and that it helped them explain information to our members more effectively. More tenured staff noted that some of the information was very general, but we met with these individuals to come up with ways to enhance the training in the future. We now have these trainings in our learning catalogue that can be accessed by staff on their own time.

FY25 Year-Round Training Plan