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 Division651-259-7584lisa.snyder@state.mn.us

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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