CUNA News
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • LOG IN
  • Create Account
  • Sign Out
  • My Account
  • Topics
    • Community Service
    • Compliance
    • Credit Union Hero
    • Credit Union Rock Star
    • Credit Union System
    • Directors
    • Human Resources
    • Leadership
    • Lending
    • Marketing
    • Operations
    • Policy & Issues
    • Sales & Service
    • Technology
  • Credit Union Magazine
    • Buyers' Guide
    • COVID-19
    • Digital Edition
    • Credit Union Hero
    • Credit Union Rock Star
    • Subscribe
    • Advertise
    • Contact
  • Advertise
  • Awards
    • Nominate Credit Union Hero
    • Nominate Credit Union Rock Star
  • Podcasts
  • Videos
  • Jobs
  • Contact

News

Home » Online training hub keeps staff up to speed

Online training hub keeps staff up to speed

COVID-19 pandemic amplifies the need for virtual training.

April 29, 2020
Darla Dernovsek
No Comments
Online training hub keeps staff up to speed

First Florida Credit Union in Jacksonville has long been committed to creating a robust online hub of prerecorded trainings on its intranet to meet the needs of more than 200 employees at 16 far-flung branches.

After the coronavirus (COVID-19) hit, First Florida decided to offer only remote training, leading to soaring demand. Staff completed 150 courses in January, 200 in February, and more than 900 in March.

“The crisis simply sped up the process and amplified the need for the initiative to grow quickly to accommodate the new demands on our staff,” says Mark Stetzer, training manager at the $1 billion asset credit union.

Timely topics

Working hand-in-hand with leadership, from the CEO to branch managers, allows First Florida to make sure its online training is easy to access, interactive, timely, and enriching, Stetzer says. Leadership helps pick relevant topics for the two-person training team to develop into compelling educational content.

Current events also influence topics that are in demand. Electronic signatures, wiring funds, and telecommuting tips for have topped the list during the pandemic.

“We film trainings or provide live forums via GoToMeeting™,” Stetzer says. “For prerecorded segments, we edit them into digestible modules that we call Training Tutorial Videos, or TTVs.”

Communication is key to let staff know training is available for both required courses and professional growth, such as CUNA Professional Development Online (CPD Online) courses.

Best practices

After every remote training, participants complete a survey that reveals whether they retained crucial information.

“It’s critical to implement a feedback system,” Stetzer says. “That has been a big part of our team’s success.”

First Florida’s training team also uses these best practices:

  • Limit training to 15 minutes. That may require chopping an hour of content into four sections to engage participants and help them retain information.
  • Use a platform with a chat function. The GoToMeeting chat function allows the moderator to field questions and control the conversation. That helps when staff have Internet connectivity issues or are working in a louder-than-normal environment.
  • Stay organized. Create a schedule for the training team, communicate it clearly, and deliver a polished final product.
  • Involve everyone. First Florida’s senior staff participates in trainings and starts discussions within the organization to encourage participation.

Stetzer also recommends meeting with the leadership team so it understands how remote trainings deliver tangible value.

“It’s critical now more than ever to ensure consistency of service and to encourage morale during the pandemic.”

Bridging the gap

Virtual training bridges the physical gap the COVID-19 pandemic created between credit union trainers and employees who need new skills, says Alicia Steindorf, CUNA’s director, online learning strategy.

Steindorf’s team develops CPD Online courses used by credit unions nationwide. She shares these virtual training tips:

• Blend training approaches. Use both synchronous training, where everyone learns the content together in a live event via videoconferencing, and asynchronous training, where self-directed participants learn by watching a video, reading, or taking an online course.

• Engage learners. Video, discussion, annotation tools, chat functions, and screen sharing can boost engagement.

• Use two-way video when possible to catch learners’ nonverbal cues.

• Keep sessions to 90 minutes or less. For every 90 minutes of training, offer at least a 15-minute break.

• Find free tools. Trainers can record videos on an iPad or smartphone, use Skype for Business to create a one-to-one link to walk an employee through a process, or upload content created by your credit union to a learning management system such as CPD Online.

Check with your information technology department to learn about tools the credit union already owns.

• Be empathetic. Remember, everyone is under stress.

 

More COVID-19 coverage

► Read featured coronavirus coverage
► Read the latest policy and issues coverage
► Read the latest credit union system coverage
► Listen to podcast episodes on the pandemic

KEYWORDS coronavirus remote work

Post a comment to this article

Report Abusive Comment

Credit Union Magazine: Winter 2022

Winter 2022

Credit Union Magazine’s Winter 2022 issue highlights data-driven marketing, the board’s role in cybersecurity, elder abuse scams, credit unions’ auto lending advantage, and more.
Digital Edition •  Subscribe

Trending

  • CFPB issues CUNA-opposed proposal on credit card late fees

  • Auto lending report shows significant credit union member savings

  • 2023 Credit Union Hero of the Year voting open

Tweets by CUNA_News

Polls

Vote for the 2023 CU Hero of the Year

View Results
More

Champion for the Credit Union Movement

Credit Union National Association is the most influential financial services trade association and the only national association that advocates on behalf of all of America's credit unions. We work tirelessly to protect your best interests in Washington and all 50 states. We fuel your professional growth at every level and champion the credit union story at every turn.

More CUNA

  • Membership
  • Contact Us
  • Careers

Resources for

  • Credit Union Advocates
  • Leagues
  • Press
  • Providers

Our Affiliates

  • American Association of Credit Union Leagues (AACUL)
  • Credit Union Awareness
  • Credit Union House
  • CUNA Strategic Services
  • National Credit Union Foundation
GET CUNA UPDATES
© 2023 Credit Union National Association | ADA Compliance Notice & Legal
Email Us