This is part two of a two-part series.
Implementing a training program for cleaning professionals is no easy task. Pioneer, a commercial cleaning company that serves the Washington, D.C., Maryland, Virginia and Colorado markets, recently implemented a new training program for their cleaning professionals with two goals in mind: 1) create a more engaging learning experience, and 2) leverage technology within the program.
To gain a better perspective of Pioneer’s training program development, the needs the program was designed to fill and more, the author spoke with Pioneer’s Karina Neff, Alan Lustre and Erin Reilly, who all assisted with the program’s implementation. What follows are their collective thoughts.
Tell me about the methodology behind the design and approach that was taken while constructing the operational training program structure.
The intent was to develop a multi-faceted program that combined traditional in-person, classroom-style learning and technical training conducted at the job site with easily accessible, digitally delivered micro-learning sessions. The four main subject matter pillars of our operational training program were safety, technical, leadership and compliance.
In our industry, printed materials and long-form video have often been utilized to deliver training to our front-line team members. Pioneer aimed to distill the videos down to the most critical content components, then build the material into visually rich, language specific, short-form learning opportunities.
Our goal was to create a training environment that yields an engaging learning experience and is structured to appeal to the various learning styles of our team members. This type of training ensures that we are properly preparing and supporting each employee as they work to deliver clean, healthy and safe workplaces for the building occupants.
Why was it important to digitize a portion of Pioneer’s training programs?
We are committed to innovation and technology. We knew that by creating a digital learning hub within CORA — an in-house, fully integrated workflow platform that connects culture and core values with operational execution and productivity — we would be able to leverage technology to yield numerous advantages such as increased access to our front-line team, personalized learning experiences and real-time data analytics.
Our unique digital ecosystem publishes and manages content, media and critical processes to provide enhanced value to our clients and team. The digital learning center serves as a central hub for this information, storing it all in a digital library. We can quickly create, manage and distribute the information, and can leverage data analytics to understand employee progress and areas of improvement. This information helps our team make data-influenced decisions and personalized learning pathways.
Our goal in creating our digital learning hub was to create an engaging and effective digital learning environment that empowers team members to develop essential skills.
The cleaning industry is heavily constrained by time. How did Pioneer address the challenge of delivering content efficiently while maintaining the effectiveness of the training program?
We designed the entire operations training program around the premise that time is scarce and any time spent not cleaning needs to prove to be a valuable investment. We determined that shorter, more frequent virtual options supporting in-person training was the ideal solution. This model allows us to prioritize timely and effective delivery while also building in flexibility.
Our virtual options are designed to be evergreen and easily digestible. The digital learning hub gives our operations team the flexibility to pick and choose training topics in one- to five-minute bites. This structure makes it very easy to build in mini training sessions to the shifts every day, driving a culture of learning and growth.
The daily virtual options serve as a supplement to our longer, in-person training sessions that dive into specific topics in a hands-on format. These sessions are designed to be memorable with a practical element built in. Some are scripted, but always with a customized section to meet the needs of each individual.
By partnering the virtual options with the hands-on approach, we can provide a reliable stream of information to give our teams the tools they need to succeed and grow.
What has been the overall impact on operations within Pioneer after releasing the new training program?
We have seen a positive impact on our cleaning operations. By providing employees with proper training, cleaning operations have become more efficient and effective and contribute to a healthier and safer environment.