This content was published: September 6, 2018. Phone numbers, email addresses, and other information may have changed.
Learning Organization Spotlight: Financial Services
Posted by matt.coleman1
The POD team had the pleasure of presenting at the Financial Services Employee Retreat in August where we learned about some of the vital work happening in the department. They are committed to their role in helping PCC become a learning organization. Please read below to learn more about how they are setting new employees up for success in their department.
Payroll
Sarona-Lee Wilde, Payroll Manager, and her team are working hard on making training “stick” by creating resources and job aids that help establish reproducible training experiences and similar results each time a new employee is trained in their department. Sarona-Lee stated, “it’s a good idea to standardize all your procedures and use those as part of your training plan” and we couldn’t agree more! Payroll identified 460 procedures to document or revise and they devote one day a month to completing this work using a standardized template.
They have devised a four step model to help in vetting their resources. First, the trainer “drives” while the trainee observes. Then, the trainee “drives” and the trainer observes. Next, the trainee does the work and the trainee audits. Finally, once the trainee is completing the task correctly and reliably, the trainer “signs off on the process and the trainee is consider trained. After the procedure document has been used in the training process and all notes are incorporated, the procedure is consider final and can be shared with colleagues and stakeholders.
Student Accounts
Doreen Hanna, Student Account Services Manager, and her team approach the on-boarding and training of new staff as one of their most important tasks. Their office strives to provide outstanding customer service to all PCC students and colleagues which requires a large amount of knowledge about processes that must be completed by our students and resources available to assist them. To do so, they have developed a step by step training cycle that allows them to focus on specific topics. Once a topic has been covered, they access the learning and allow for feedback to both the trainee and the trainer. The next step is to act on and learn from the feedback and build on the learning that has occurred by putting the “new” information into context with tasks and activities that further the learning experience.
They provide concrete experiences and have built in observation & reflection opportunities so that staff can take their experiences from abstract concepts to testing in actual situations.
Thank you for all of your hard work!