The training need: New hires need training on the types of visits they schedule with members. The training will go into new hire training for all future new hires. 

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Needs assessment: My first steps was to meet with all stakeholders and SMEs to determine training needs, collect learning content and materials. New hires a member support call agents who schedule various medical visits. New hires need to be able to quickly identify the visits they schedule and discuss the purpose of each visit with members. 

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Project design: After the needs assessment, I created a project plan focusing on learning objectives, training content outline. The project plan was reviewed and approved by SMEs. The project plan identified the performance goals of the training and the training modality. An ILT training was chosen to give new hires a live practice session with facilitators and time to ask question on this foundational topic. 

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Development: Once the project plan was approved, I developed the ILT training deck using PowerPoint and Canva. You can see the finished product below. 

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Implementation: After the deck was approved by project requesters and SMEs, facilitators were trained in a train-the-trainer session. The final deck was moved to correct document storage SharePoint and the training session was added into the current new hire training agenda.