Learning Needs Analysis€¦ · What informed the Learning Needs Analysis? • In developing the Learning Needs Analysis for the first year of contract we have considered: • Strategic

Learning Needs Analysis

Presented to: REDACTED (Section 40 FOIA) DWP

Contents Description Slide No

Background 3

LNA model 4

What informed the LNA 5

Gathering data to inform the LNA 6

LNA model / main core skills 7

LNA model / clinical 8

LNA model / non-clinical 9

LNA model / central functions 10

LNA model / leadership & development 11

The way forward 12

Clinical requirements 13-14

Non-clinical requirements 16-23

Background • With the establishment of the new contract between DWP and Centre For

Health and Disability (CHDA), the business is committed to set up a Learning and Development function that offers value-adding

• Traditionally the training has been based on a face to face model, Our new approach is to apply a more experiential and supportive learning approach. A truly blended learning and development solution, where learners are at the centre of their learning experience.

• REDACTED SECTION 43 (2) FOIA

• REDACTED SECTION 43 (2) FOIA

LNA Model

This illustrates how the structure of the Learning & Development programme is designed to equip all employees in alignment with the business drivers, provide development paths for all, regardless of role or function, and how the core of our business is supported by common soft skills, business skills, IT systems and business context.

Specialist skills learning opportunities will be provided and team leading, management and leadership skills will be available to equip our leaders to motivate and support people to drive the business.

REDACTED Section 43 (2) FOIA

What informed the Learning Needs Analysis? • In developing the Learning Needs Analysis for the first year of contract

we have considered:

• Strategic Business Drivers of Customer Service, Quality, Productivity and Innovation

• Audit, other quality and productivity data and Customer Complaints to identify areas for development

• The requirements of our Customers via Disability Rights UK (DRUK) and others

• The contractual requirements of our people now and in the future

• Input and feedback from workshops with representatives from different roles across the UK and different business areas, asking what employees themselves feel they need training in.

Customer Service

Quality

Productivity

Innovation

Gathering Data to inform the Learning Needs Analysis

Clinical Audit & Quality

Data

Cross-Section of Roles – Clinical and Administrative/Back Office,

Central and Specialist

Alignment to

Strategic Objectives

Workshops with non-clinical employees

UK Wide perspective

Contractual Requirements

Productivity Data

Leadership Perspective

Customer Feedback / Complaints

Discussions with

Managers

Having gathered the information: • these various inputs have been analysed and discussed with

management teams and the initial Training Product list has been drafted and approved.

• specific business needs have been raised with leaders to understand their perspective on what our people need to improve services now and as we move forward.

As there has been a significant amount of upheaval during the transition and the ongoing changes are impacting what and how people deliver, it has been agreed that this LNA will form a framework for the development and delivery of Learning and Development. The LNA will remain fluid and responsive to the business as it settles and adjusts to new ways of working.

Current and Future needs

All inputs analysed, discussed and validated

LNA Model / Main Core Skills The main core skills include all the skills required by all employees to start in a business. This would form their skill set foundation upon which more specialist and appropriate leadership skills will be built.

The main core skills will address the following areas:

• Business skills

• Customer service skills

• IT and compliance

• Corporate, CHDA contract, function, role & team.


LNA Model / Clinical Target audience for clinical specialist skills: Doctors, Nurses, Physiotherapists, Occupational Therapists

The LNA for 2015/16 has highlighted the following learning needs:

• At core level:

• Keeping Safe at Work

• At specialist level:

• RNNE course redesign

• LiMA test case redesign

• Continuous Medical Education (CME):

• Industrial Injuries Benefits (IIB)

• Chronic pain

• Cognitive impairments

• Evidence gathering / History taking / Typical day

• Self learning time: Clinical skills

• Resilience


LNA Model / Operations Target audience for specialist non-clinical / Administrative needs: ACA, Back office, VCC, Customer relations, Capacity , Planning, Resourcing

• At core level we would be looking at the following:

• Keeping Safe at Work

• What does great Customer Service look like

• Training on all systems used e.g. MSRS, MSD, Seibel, SMART, CSD

• Business Context:

• Details of each benefit

• Customer Journey

• File Journey

• How their role fits in the wider process/business

• Specialist:

• Knowledge of how to respond appropriately to different health conditions to improve customer experience

• Leadership:

• Business Acumen

• Team leading skills


LNA Model / Central Functions Target audience for central functions: HR, IT, PMO, Legal, Procurement, Marketing

• Core:

• Planning & Organising

• Training on all systems used e.g. Cascade, Cornerstone

• Specialist:

• Advanced Excel – for National Capacity Team, Resourcing teams, Performance teams

• Project Management – for PMO and others involved in change

• eLearning & Graphic Design – For Learning & Development

• HR – Exploring CIPD or similar learning options

• IT – Service Desk related

• Leadership

• NVQ Level 3 and 4 in Management to be explored


LNA Model / Leadership & Development • People Leading People and The Business:

From team leaders, managers of business units, through to senior and top leaders, a programme is to be developed that provides learning paths of growth for individuals. The team leaders and business managers will have routes into the Leadership Development Programme that is to be designed for Top Leaders.

NVQ Level 3 and Level 4 in Management is being explored for employees aspiring or new to team leading.

• For the Leadership Team:

A Leadership Development Review was undertaken by PA Consulting which highlighted key areas for initial address:

Team Building and Collaboration

Effective communication

Strategic thinking

Stakeholder Management and Engagement

A Team Building workshop is being arranged by HRD and PA Consulting to initiate the Leadership Development needs. Outcomes from this will also inform the shape of the Leadership Programme.


The Way Forward • With Quality being a cornerstone of all that we do, the behavioural and softer

skills feature heavily throughout our plans, for clinical and non-clinical development.

• Although historically there has been a clear demarcation between clinical and non-clinical training, it is intended to break down these barriers by bringing together clinical and non-clinical staff in their learning experiences, where appropriate, because ‘how’ our people deliver service and communicate, with customers and each other, is the same whichever role is being carried out.

• For example, soft skills and business skills, line management and leadership skills should have the same standards in all areas of our business.

• With the first phase of the LNA completed for clinical and non-clinical colleagues the Training Product list will evolve as the business settles, following the transition, and the new ways of working inform future needs.

• The main improvements we will see include:

Greater focus on soft skills for all employees

Emphasis on clinical and non-clinical colleagues learning together to introduce sharing of experiences, enhance understanding and thus improve collaboration and create a learning organisation

A more Structured Training framework for non-clinical employees (Administrative/Back Office, central and professional)

Enhanced learning experience and shortened learning curve due to the use of more modern delivery tools that cater for different learning styles

Delivery tools will change how and when learning is undertaken thus reducing the impact on business operations and minimising travel and accommodation for some face to face training courses

Learners take responsibility for their own learning – L&D, team leaders, managers, coaches and mentors provide the supportive environment in which to learn.

LNA: Clinical Requirements Topic Learning Aims Target

Audience Delivery Method Product Availability Date

Evidence Gathering/ History Taking/ Typical Day

• To further consolidate the importance of an effective clinical and typical day history in the evidence gathering process in Work Capability Assessments.

• This module will build on previous learning to ensure HCPs continue to obtain an effective and detailed history to provide clear and accurate advice in the WCA to Decision Makers.

• Aspects of communication skills are covered in other material and therefore will not be specifically addressed in this module

• All HCPs who conducts Face to Face Work Capability Assessments

Possible interactive distance learning/blended approach

Material to be available end Q4, delivery to commence Mid January

Self Identified Learning • To allow HCPs to identify own learning needs and update their knowledge in specific clinical areas

• This learning will be based on previous CME material. • The HCP will agree their learning with their CPL who may also

influence them in suggested learning topics

• All HCPs Distance learning unless specific need for face to face learning is identified by

Management

Material to be available from October 2015. HCPs to complete learning over CME year

Industrial Injuries Benefits • To refresh good practice in the completion of IIB reports

• To discuss challenging scenarios in IIB

• All IIB trained HCPs Blended learning approach including face to face element

Material to be available end Q4, delivery to commence Mid January

LNA: Clinical Requirements Topic Learning Aims Target


Chronic Pain • To update clinical knowledge on chronic pain and its management

• To consider the functional impact of conditions resulting in chronic pain

• All HCPs Blended learning approach with case scenarios and possible face to face

discussion

Material to be available March 2016

Cognitive Impairment • To consolidate knowledge of the assessment of cognitive function including an update on basic cognitive function tests

• To consider the functional impact of conditions resulting in cognitive impairment

• All HCPs Blended learning approach with case scenarios and possible face to face

discussion

Material to be available March 2016

LNA: Non-Clinical Requirements

Communication Skills Topic Learning Aims Target


Telephony Skills Learners will be able to: • Spot Suicidal tendencies and respond appropriately • Answering calls correctly • Use appropriate language • Deal with swearing and abusive comments • Closing the call • Effectively handover a call • Influence the acceptance of appointment slots offered • Actively listen to the caller and demonstrate

understanding

All staff dealing with Calls

Blended – eLearning and Face to Face

eLearning - December 2015 Face to Face - March 2016

Written Communication Skills Learners will be able to: • Use appropriate language • Ability to write a concise report • Compose emails appropriately • Use plain English, eliminating unnecessary or confusing

business terminology

HSE Advisors, Facilities and Estates coordinators, SDLs and SDMs

eLearning December 2015

Written Communication Skills – Complaints Handling

Learners will be able to: • Handle complaints effectively

Customer Relations Team

Blended March 2016


Communication Skills Topic Learning Aims Target


Dealing with Confrontation Learners will be able to: • Provide additional techniques to be used when dealing

with confrontation. • Enhance knowledge on diffusing techniques • Enhance customer service levels to ensure that common

causes of customer dissatisfaction are mitigated before they occur e.g. greeting appropriately

All customer facing staff, SDLs, SDMs

Face to Face This will form part two of the Customer Service Excellence course. 31 December 2015

Knowledge of Health Conditions and methods of communication / Appropriate responses Two routes of delivery: 1) Disability Awareness DRUK 2) Customer (Disability) Champion

Training

Learners will be provided with: • Information on common Mental Health conditions • Appropriate ways of talking to and dealing with claimants

who have these conditions

Customer facing staff Blended – eLearning and face to face

eLearning 21 December 2015 Face to face 21 December 2015


General Skills Topic Learning Aims Target


Resilience By the end of this session, learners will be provided with: • Stress coping mechanisms • Techniques for working under pressure • An explanation of workplace wellbeing and methods of

embedding these principles in to their work

All staff – Clinical and Non-Clinical


Assertiveness and Influencing Skills Learners will be provided with: • Assertiveness techniques • Ways of influencing people • An explanation of the difference between influence and

coercion

Customer facing staff, resource team, CRT, SDL, SDM

Blended - eLearning and face to face (delivered within other courses)

eLearning- December 2015 Face to face - experiential learning through : - Customer Service Excellence

(December 2015), - Self-Awareness (March 2016) and - Keeping Safe at Work (August 2015)

Problem Solving and Creative Thinking / Initiative / innovation

This course will cover • Different methods of solving problems • Techniques which aid in creative thinking • Definition and explanation of taking the initiative and

being innovative • When is it not appropriate to use your initiative or

innovate

All staff eLearning December 2015




Investigation Skills This course will include information on: • How to pull together multiple, sometimes conflicting,

pieces of information to build a complete picture of the events

• Questioning techniques • Advanced active listening

CRT Blended March 2016

Data Analysis and decision making This course will provide information on: • Logical thinking • Recognising patterns • Root cause analysis • Solution planning/mind mapping

SDLs, SDMs eLearning December 2015

Attention to Detail This course will provide a definition of attention to detail and cover various techniques to aid attention to detail


Planning & Organising, prioritisation, Time Management

This course will cover: • Time Management techniques • Prioritisation techniques • Minimising distractions





Self-Awareness, Awareness of others / Team working

This course will cover: • Emotional Intelligence • How your words or actions impact other people • Effective team working



IT Skills Topic Learning Aims Target


MSRS This suite of courses will include modules specific to individual roles as illustrated by the appropriate user guide

ACAs, ESA/UC Admin, DV Allocation, Audit Admin, Rework Admin, Resource Team, CRT, SDL, SDM, HCPs

eLearning February 2016

SMART This suite of courses will include modules specific to individual roles as illustrated by the appropriate user guide

ACA, VA Admin, IIB Admin, DV Allocation, Audit Admin, Rework Admin, Training Coordinator, Resource Team, CRT, SDL, SDM


Siebel This suite of courses will include modules specific to individual roles as illustrated by the appropriate user guide

VA Admin, ED (ESA) Admin, IIB Admin, Audit Admin, Resource Team



IT Skills Topic Learning Aims Target

Audience Delivery Method Notes

MSD This suite of courses will include modules specific to individual roles as illustrated by the appropriate user guide

Audit Admin, Rework Admin, Training Coordinator, CRT

eLearning March 2016

CMS This suite of courses will include modules specific to individual roles as illustrated by the appropriate user guide

CRT eLearning February 2016

MS Excel 2007 Level 2 Learners will be able to: • Calculate with advanced formulas • Organise worksheet and table data using various

techniques • Create and modify charts • Analyse data using PivotTables and Pivot Charts • Insert graphic objects • Customise and enhance workbooks and the Microsoft

Office Excel environment

HSE, Personnel / Overtime Admin, SDLs, SDMs needing more advanced knowledge of Excel


LNA: Non-Clinical Requirements Team Leading / Leadership Skills Topic Learning Aims Target


Delegation and Empowerment This course will explain: • What is Delegation? • How do you delegate? • When should you not delegate? • What is the difference between delegation and

empowerment?


Change Management This course will cover the principles of creating a plan, assessing the impact of the change and implementing the change


How to get the best from your team / Engagement

This course will teach learners how to communicate effectively, explaining why, provide context and ensuring understanding.


Performance Management This course will cover the basics of conducting a Performance Management meeting

SDLs, SDMs Blended – eLearning and Webinar September/October 2015

Remote Management This course will provide learners with tools and techniques for effectively engaging with geographically remote team members.

SDLs, SDMs Blended – eLearning and Webinar April 2016

Mentoring This course will: • Help learners to understand the role of the mentor and

mentee and the purpose of the mentoring relationship. • Provide learners with tools and techniques for mentoring

Mentors of new Apprentices

Blended – eLearning and Webinar eLearning – December 2015 Webinar – February 2016


Current Initiatives – Products identified through the LNA which already exist

Topic Learning Aims Target Audience

Delivery Method Product Availability Date

Keeping Safe at Work To provide all customer facing staff a selection of tools and techniques which will aid in the reduction of aggressive situations in the Assessment Centre

All customer facing staff

Face to Face August 2015

Customer Service Excellence Learners will be able to: • Demonstrate awareness of Customer Experience best

practice • Identify potential areas of Customer Experience

improvement • Recognise in scope areas of Customer Experience you can

enhance • Effectively influence Claimants and HCPs • Reduce the negative impact of decisions by being more

commercially informed

ACAs Face to Face November 2015

Documents

Learning Needs Analysis€¦ · What informed the Learning Needs Analysis? • In developing the Learning Needs Analysis for the first year of contract we have considered: • Strategic