Background
Following a skills gap analysis, the CAA identified a need to deliver a series of IT training modules to improve the competence of some colleagues in this area. In addition to improving the overall skillset of individuals, they also wanted to improve consistency across its reporting.
Solution
The CAA and Underscore worked together to identify the most appropriate training modules to address the skills gaps highlighted. This included several training sessions on Word, Excel and PowerPoint, primarily using Underscore’s existing set of courses. However, these were modified slightly to incorporate the CAA’s templates, documents, and processes to ensure that the training was highly relevant to those attending and could be easily applied in the real world.
To accommodate the different skills levels across the group, several modules of training were offered, and delegates were supported in selecting the most appropriate level for their needs. Delegates were also encouraged to attend the next level of training, so they could advance their knowledge over time.
Challenges
The training sessions were due to be run face-to-face, however due to the global pandemic all classroom sessions had to be postponed indefinitely. To ensure that delegates could still access the training they needed, the CAA quickly decided to transition to online training instead. However, the CAA had not received training in this format previously and worked with Underscore to create a training plan that could be delivered virtually, while still offering the best outcomes.
To achieve this, all modules, which would normally have taken place over one or two days, were redesigned into shorter sessions, and ran over the course of several days. Sessions were also scheduled to accommodate existing meetings and business activities, to ensure that the maximum number of people could attend, with minimal disruption to business as usual. Additional support was also offered to any delegates who had specific queries or challenges, to ensure that they could understand and independently fix legacy issues.
Feedback and Outcomes
Despite being new to virtual training delivery, the feedback for the sessions was overwhelmingly positive. We spoke to Jenna Matthews, Training Lead for the CAA, to get her feedback on the experience.
What are some of the main outcomes you have seen from the training?
“People are a lot more comfortable with the software, the reporting is a lot more consistent, and that was one of our main problems. People who are more competent are helping others, so those who struggle can go to others for help and work out issues between them. It’s nice that they can now self-service.
From a personal side of things, the number of queries coming to me has dropped massively and that has helped save me a lot of time. It has been a massive confidence booster; people are much more confident to have a play and try and figure things out for themselves, which is good.
I wasn’t sure how people who were less competent would deal with it being virtual, but it went really well because we were still able to do all of the exercises, and it definitely helped breaking it down into smaller chunks. Plus, Susan has been great about saying if anyone’s got any specific documents they’ve been struggling with, she’d help.”
Have you adopted virtual training in other areas?
“Yes, we have. Since the IT training, we have launched a management training course online. As with the IT training, we were supposed to trial it in March, in the office, but of course we couldn’t, and then we delayed it. Now we have taken the plunge and done it virtually. We have also recently onboarded new starters, who are being trained virtually due to the majority of staff working from home. Maybe we wouldn’t have done that, or perhaps we would have held off for longer, if the IT training had not gone so well. But now we are embracing it, and I think we have learned a lot about the different platforms we can use and how we can break it up and make it more engaging online. It has been really helpful.”
Are you planning to use more virtual training in the future?
“I would definitely be more open to a mixture of virtual and face-to-face because I think when this is all over, we’re not going to go back to full time in the office. We are looking to work more flexibly in the future, so it probably would be a mixture of the two.”