DEED WorkForce Center RRA Certification Program

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DEEDWorkForce CenterRRA Certification Program
Module 1 Unit 1 Train-the-trainer I
Improving lives, building
communities
Picture of topic
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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

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Unit 1 Train-the-Trainer IThe Fundamentals

• DEED
• Lisa Snyder
• Workforce Development Division
• 651-259-7584
• lisa.snyder_at_state.mn.us

• Picture of
• topic

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Topics and Learning Objectives

• The RRA Certification Program
• Mission Statements
• The assisted self-serve model
• Program Overview
• WCR I, II III KSAs
• The Tracking System
• The System
• WCR Training Manuals
• RRA Certification Site Binders
• Keeping track
• The WCR III Level Staff Role
• Onsite Guidance Role
• Guidance Defined
• Evaluations

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• Learning Objective 1
• The RRA Certification Program

• Mission Statements
• The Self-Serve Model
• Program Overview
• WCR I, II III KSAS
• Key Points

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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.
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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 individuals
  need to all interested customers, including job
  seekers, students, and employers.

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The Assisted Self-ServiceModel

• Changes 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.

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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 Staff
• Module 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

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• One Change makes way for the next, giving us the
  opportunity to grow
• Vivian Buchen

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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

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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

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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/syst
  em upgrades and transfer that knowledge

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The RRA Certification Program KEY POINTS

1. 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

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• Learning Objective 2
• The Tracking System

• WCR Training Manuals
• RRA Certification Site Binders
• Keeping Track
• Key Points

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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

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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.

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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

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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.

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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

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Keeping track

• When to record/document information
• List and record participants 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

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The Tracking System KEY POINTS

1. 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.

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• Learning Objective 3
• The WCR III level Staff Role

• Onsite Guidance Rep Role
• Guidance Defined
• Evaluations
• Key Points

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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.

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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
  somebodys opinion about what another person
  should do.

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• 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

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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.

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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.

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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

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The Fundamentals

• Exercise I

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Exercise

• Please take a moment to review the following
  scenarios
• and determine how to handle it
• 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?
• When are competency records completed? Who
  completes them the site manager or WCR III
  staff?

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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

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This completes our training unit. Thank you