A Scalable Model for Training New Verification Staff
Last month I discussed the importance of assessment tests for selecting suitable verification staff members. This month’s tip is the third excerpt from my Denver NAPBS 2014 presentation about managing a verification department in a background screening firm or consumer reporting agency (CRA).
Old School: Let Me Hold Your Hand?
After talking with many CRAs over the years, I have found that the task of training new verification staff members often falls to the most senior verification staff member and consists of “showing them the ropes.” This is not scalable and is hard to measure. If you have more than a few verification staff, the following steps are what I recommend you take to build a results-oriented training program.
- List all the things a new Verifier needs to learn, i.e., about the company, phone manners, basic orientation to the screens, putting the phone and screens together, working new orders, working in-progress orders, etc.
- Break the content into lessons.
- Create a master lesson plan for the teacher that covers every step of every lesson and all the transitions in between.
- Create a lesson plan for the students that includes hands-on simulation training, mixed media presentations (video clips, Camtasia simulations and screen shots) and text.
- Build small, open book tests into the conclusion of each lesson.
The teacher needs to lead the students with passion and confidence. He or she needs to know the subject matter and where the students are to be led, from the start to the end of the process. The teacher cannot just read text aloud or hand the students a lesson plan to follow. The teacher must deliver the material with passion for the company values, convey the lessons using eye contact to confirm that the students have received it and breathe life into the experience.
Next month we will cover the metrics you can use to measure student progress.
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