The challenge; a brand new federal program called the Affordable Care Act (ACA) or also known as Obama Care. Our charge was to find, hire, and train 4,500 new employees for four (4) brand new processing centers in four (4) different states in about 3 months’ time. To add to the challenge the systems, processes, and laws were all new, or non-existent and changing rapidly. The fluid component of this program hasn’t stopped and we continue to look for ways to deliver effective training that has an immediate need but a short shelf life. The objective of this paper is to detail how we created a rapid Training development and delivery model that continues to evolve as the Federal ACA program matures. The training solution includes an innovative workforce development component where we have elevated the skills and abilities of an SCA mandated workforce and created expertise in healthcare policy and processing. The paper will demonstrate how we are utilizing real-time performance and quality data to target performance improvement training. And how we are utilizing a complex learning architecture to provide hands on, micro learning, and on-demand learning content. We threw away the book and created an extensive training program that involved basic job and workforce skills, social rules (e.g. emotional intelligence, customer service), as well as skills for tasks that were rapidly becoming more and more complex. This paper will tell the story of our journey and the challenges that were met along the way. Looking back, the Training component of this program has changed significantly from when we started in 2013, and continues to evolve as we face new challenges in workforce development and policy change. The information within this paper will provide a complex case study on how to rapidly design and deploy training resources and content.
Training
Simple to Complex – Evolution of Workforce Training in a Rapidly Changing Environment
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