Facilitator: Johnny Weyand (Harvard)
Benefits of cross training?
How do you match skills to job?
dealing with reluctance and resistance?
Is there organizational buy-in?
What is the method of training delivery?
What resources are devoted?
How do you justify cross-training?
Benefits from the staff point of view or of the management point of view or from the user's point of view?
- users are better served
- opportunity for staff to learn, perhaps for promotional opportunity
- allows better coverage for some services
- can fulfill (or keep) job interest
- can eliminate silos
Have you done across the board cross training or is it only a select group of staff (those who volunteer)? Cross training doesn't have to be across units; it can be within the same unit as well.
It is important to have all procedures documented. Have the staff write the procedures. They will have the opportunity to clarify the procedures and also the ability to question any of the procedures. There needs to be fairly robust training at the start for each employee. But the follow-up training and documentation is also essential.
Mass training is not always effective. Individualized training is often better.
How do we define cross-training? Is this so we can help-out and cover when needed, or is it to develop and enhance some skills of the person and therefore of the department? Both are valid definitions.
Provides an opportunity for others to look at the workflow and can ask questions about the process.
Who gets cross-trained?
Penn: Access Services staff will also staff the information desk.
How do you match skills? You should look for people that have the skill sets that are needed, rather than seeking volunteers. Skills training/skill acquisition is equally important.
Documentation is always important!
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