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DEEDWorkForce CenterRRA Certification Program
Module 1Unit 1: Train-the-trainer I “Improving lives, building communities”
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Unit Competency Statement and Learning Objectives Competency Statement:
Understand the fundamentals of the RRA Certification Program, learn the WCR tracking system and understand the role of the WCR III level staff.
Learning objectives: Demonstrate knowledge of the program Demonstrate knowledge of the WCR tracking system Define the role and tasks of the WCR III level staff
DEED Lisa SnyderWorkforce Development [email protected]
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Unit 1: Train-the-Trainer I
The Fundamentals
Topics and Learning Objectives1. The RRA Certification Program
Mission Statements The “assisted self-serve” model Program Overview WCR I, II & III KSAs
2. The Tracking System The System WCR Training Manuals RRA Certification Site Binders Keeping track
3. The WCR III Level Staff Role Onsite Guidance Role Guidance Defined Evaluations
Learning Objective 1
The RRA Certification Program
• Mission Statements • The Self-Serve Model• Program Overview• WCR I, II & III KSAS• Key Points
The RRA Certification Program
The purpose of the RRA Certification program
To provide RRA staff training in workforce development competencies needed to
effectively serve the universal customer.
The WFC System and RA mission statements“The Minnesota WorkForce Center System across
Minnesota provides the tools, resources and services [customers] need to meet [their] employment, training and related workforce development needs.”
“Resource Areas (RA) represent the core of Minnesota WorkForce Center (WFC) services, providing job search, career planning and training resources based on each individual’s need – to all interested customers, including job seekers, students, and employers.”
The “Assisted Self-Service”ModelChanges in demographics, technology and the
demand for higher skilled or educated employees have created a need to change the way we serve the universal customer as well.
The old “self-serve” model is not longer effective. Customers accessing WFCs require assistance with the available self-serve options.
To be effective then, we need to operate under a “assisted self-serve” model.
Overview of program WorkForce Customer Relations (WCR) I, II, III Rep WCR I – Reception Area Representatives WCR II – Resource Area Representatives WCR III – Onsite Guidance Representatives Three – module program, 15 hours each
Module 1 – WCR III Staff Module 2 – WCR I, II & III StaffModule 3 – WCR II & III Staff
Valid for 3 years – Recertification requires 36 CEUs from WCR II & III staff and 16 CEUs from WCR I staff
“One Change makes way for the next, giving us the opportunity to grow”
~Vivian Buchen
WCR I Level – KSAs WCR I: Reception area staff
knowledgeable in WFC services and processes and business services and unemployment insurance protocol
Ability to properly refer and schedule customers to programs and resources
Ability to demonstrate high-level customer services skills
Ability to assist diverse populations
WCR II Level – KSAs WCR II: Resource area staff
Knowledgeable in WCR I competencies Ability to demonstrate knowledge and skills of
resource area functions Knowledgeable in career planning basics Skilled in job searching/ready techniques Demonstrate an understanding of labor market
information
WCR III Level – KSAs Onsite Guidance Staff
Knowledgeable in WCR I & II competencies Skilled in tracking training/certification of onsite staff Ability to facilitate training to new and existing staff Ability to train WCR I & II staff on core competencies
CRS/WorkForce Organizer MNWorks UI procedures Assistive Technology Equipment
Ability to evaluate staff competencies Able to receive training on policy/procedures/system
upgrades and transfer that knowledge
The RRA Certification Program KEY POINTS1. The RRA Certification program is based on the
mission statements and “assisted self-serve” model
2. The purpose of the program is to train staff in a baseline of workforce development competencies needed to effectively serve the universal customer
3. Reception, resource and onsite guidance staff need to be certified
4. The certification is valid for 3 years and required CEUs for recertification
Learning Objective 2
The Tracking System
• WCR Training Manuals• RRA Certification Site Binders• Keeping Track• Key Points
The Tracking System
Tracking staff training
units and competency
records are parts of a
multifaceted system, which
involves the use of WCR
Training Manuals, RRA
Certification Program
Site Binders, WCR III
staff, site managers and
DEED.
DEED is the administrator of the program
DEED will train/evaluate/track WCR III Staff and train and oversee progress and certification of WCR I & II staff
Site managers/partners will assist with assigning staff levels, tracking and activities of all level staff
WCR III staff will train, evaluate and track WCR I & II Staff
WCR III Training Manuals
Deed will provide manuals. ☼ WCR III staff or site managers will distribute WCR I &
III Training Manuals. Participants will be responsible for their own manuals by
keeping track of training materials and records, such as modules/units completed, competency records and CEUs.
Training material, such as PowerPoints, will be emailed before each training unit. ☼ Instruct staff to print material in a 3-slide handout format, 3-hole punch and place into manuals.
WCR III Training Manuals Contents
List of documents included in each Manual WCR III Informational Page WCR III Module/Unit Tracking Chart Module/Unit tabs Training validation forms Notes
RRA Certification Program Site Binders Deed will provide binders. Each WFC site will house a RRA Certification Program
Site binder and kept with the site manager. Both site managers and WCR III level staff will use
binder to track staff.
RRA Certification Program Site Binders Contents List of documents included
Site Information Communications and Instructions Overview of Program RRA Certification Program Curricula WCR Staff Level Tracking Charts Training Validation Forms Notes
Keeping track
When to record/document information ☼ List and record participant’s info under assigned
level in the RRA Certification Site Binder and formatted Excel spreadsheet, which will be emailed
Track info after each module and/or activity Training verification forms Competency records
The Tracking System KEY POINTS1. Participants are responsible for keeping track
of their own WCR Training Manual. Instruct staff to print, 3-hole punch and place training materials in the WCR Training Manuals.
2. WCR III level staff and site manager track participants info into the RRA Certification Site Binder after each module/unit and/or activity.
3. Record info after each activity.
Learning Objective 3
The WCR III level Staff Role
• Onsite Guidance Rep Role• Guidance Defined• Evaluations• Key Points
The Onsite Representative Role
WCR III level staff are persons with expert experience and/or knowledge in the resource area. The term “onsite” refers to a person available at an assigned site.
The role of the representative, therefore, is to guide new and existing WCR I & II staff assigned at a site with the certification process.
Guidance Defined
In this context, the term guidance can be defined by the role of the WCR III level staff to guide, train and advise WCR I & II staff through a mentorship approach.
Key qualities: Leadership: the ability to guide, direct or influence Advice: to make recommendations about actions –
somebody’s opinion about what another person should do.
“People will forget what you said. People will forget what you did. But people will never forget how you make them feel.”
~Bonnie Jean Wasmund
Evaluations
The term evaluate essentially means to assess and/or state the value of something. In this context, WCR III level staff will assess the training needs of WCR I & II staff by evaluating their level of core competencies through a mentoring approach.
Mentoring means to advise and/or train somebody with less experience through the transfer of knowledge and experience.
The Evaluation Process Evaluations occur after each module. This allows staff to
put into practice the training. Contact staff and schedule a date to conduct the evaluations.
Competency records list the learning objectives to be demonstrated.
Through the evaluation process, reassure staff that the evaluations are not based a pass/fail or grading system, but rather a review of their competencies.
If any staff are unable to satisfactorily demonstrate the competencies, than either conduct an on-the-spot training session or schedule a date.
Testing out: Staff able demonstrate competencies satisfactorily in some training units can test out.
The WCR III RoleKEY POINTS Guide staff through the certification process with a
mentoring approach Assess and train staff on core competencies Facilitate virtual communication training Assist with tracking system and keeping staff on task Conduct competency evaluations Record and track competency records after each
module
The Fundamentals
Exercise I
Exercise Please take a moment to review the following scenarios
and determine how to handle it
1. Sara, a resource area staff person, is required to go through the certification program and the site manager contacts you with her name. In explaining the purpose of the program to her, what will you say?
2. When are competency records completed? Who completes them – the site manager or WCR III staff?
Recap The certification program is based on the WFC
and resource area mission statements and designed to certify staff in a baseline of workforce development competencies
Staff are to operate under the “assisted self-serve” model
All staff working in the receptionist, resource area or onsite guidance staff need to get certified
Track training units through training verification forms Conduct and record evaluations after each module Guide staff through the certification process using a
mentoring approach
This completes our training unit.
Thank you