For over twenty years I have created adult learning programs in the workplace. Some of these have been self-paced, others facilitator-led, and most a blend of the two. Most learners were new employees, though some were being cross-trained and others trained to add new skills or improve performance.
Here are some examples. Portfolio items may be viewed upon request in consideration of contracting with me.
Defined Contributions Training
A large, multi-national company needed to provide basic education of defined contribution plans for its agents as a pre-requisite to client-specific training.
I led a team of two instructional designers to create a blended self-paced and instructor-led learning solution for newly-hired and cross-trained representatives. Lessons were scenario-driven and based on the types of calls representatives received. Learners used web resources for their own 401(k) plans to learn concepts and rules. Course consisted of online tutorials, a content source book, and a workbook for learners. Facilitators debriefed the workbooks and led classroom activities at the end of each module.
Writing Effective Assessment Items
The business needed to train clinical staff responsible for educating and certifying staff to create better measures of learning outcomes.
Wrote and developed an online tutorial to train project staff to write learner assessment items that measured protocol and study-specific knowledge.
The tutorial used examples specific to the clinical content being trained.
Tools Training CBT
A large, multi-national benefits outsourcing company needed to consistently train new agents on an important tool. These agents were located across many states.
Designed and developed in a series of 30 multi-media e-learning tutorials to teach a proprietary tool used for employee benefits administration. Results: standardized delivery and learning outcomes; reduced overall learning time; better transfer of learning to the job.
Claims Intake Training
A large, multi-national property and casualty insurance agency contracted with a business outsourcer to provide new claims intake agents. We quickly needed to convert the in-house, classroom training to self-paced learning with faciliator debrief.
Redesigned a two-week, classroom-led training course for the personal lines loss intake unit of major insurance company. Employed a whole-task learning design model to replicate claims calls. Results: course ready in eight weeks to train 184 new claims agents.
Workplace Performance
A roadside assistance agency with many agents (counselors) noticed poor service scores in their client satisfaction measures.
I conducted an analysis to determine the nature of poor service performance ratings. I proposed several interventions, only one of which was training. Then, I designed and developed an empathy and reassurance training to improve client satisfaction ratings. Result: improved performance evident to the client.