Embedded Files
Sahuarita Food Bank Phone Training
Articulate Storyline
Audience: The volunteers who work at the Sahuarita Food Bank.
Problem: The Problem is that not all volunteers have been trained on answering the phones.
Not all volunteers can use the phone's features. This causes frustration and a slowdown helping clients as volunteers walk to discuss problems. This also leaves the front desk unmanned.
The goal of this training is that all volunteers will be able to answer the phones, use features of the phone (hold, transfer, etc.) and answer common questions that clients call in about.
Solution: The volunteers will complete this e-learning training by following a scenario where a worker learns necessary skills before working a shift on the phone.
Highlights: This course follows a volunteer and an instructor who guides the volunteer through how to be successful with skills needed when answering the phone.
Process: Working closely with the SME, I discovered the types of skills that the volunteers needed most. Then I created a Design Document and a Storyboard to make a plan to address those skills and how to teach those to the volunteers. After making sure the Storyboard was in line with the SME and business needs I developed the training in Storyline.
Evaluate:
Kirkpatrick's level 2 evaluation: This training included a scenario based quiz at the end to determine if the volunteers were able to learn the necessary skills. Volunteers would need to pass with a score of 75%.
Kirkpatrick's level 3 evaluation: 1-3 months after the training observations would be taken of the volunteers and the phone calls to determine if the quality of had improved.
Tools Used: Articulate Storyline
Additional Deliverables:
Sahuarita Food Bank Greeting Clients Training
Articulate Rise 360
Audience: The volunteers who work at the Sahuarita Food Bank.
Problem: Unfriendly communications are setting a bad tone with clients. Unknowledgeable(new) volunteers are not greeting clients correctly.
Inconsistency of procedures and answers to questions are causing confusion, upset clients, and frustrated volunteers/employees.
The goal of this training is that all volunteers will consistently greet clients in a friendly and professional manner.
Solution: The volunteers will complete this e-learning training which details correct procedures and how to implement them.
Highlights: This course includes multiple interactions for the volunteers to practice. It also includes knowledge checks and a final assessment.
Process: First I interviewed the SME in order to find out the business problem and what skills we needed in order to address it. Then I created an outline of the training and cleared it with the SME to ensure that it was meeting the needs. Then I created the course using Articulate Rise.
Evaluate:
Kirkpatrick's level 2 evaluation: This training included a scenario based quiz at the end to determine if the volunteers were able to learn the necessary skills. Volunteers would need to pass with a score of 75%.
Kirkpatrick's level 3 evaluation: After 1-3 months, observations would be conducted to determine if the business needs were accomplished and the quality of the greetings had improved.
Tools Used: Articulate Rise 360, Canva
Additional Deliverables:
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