Empowering Case Managers: Elevating Workforce Development Technical Skills to Enhance Customer Experience

Jill Monte - Content Specialist · Oct 22, 2024

The Need for Technical Training in Workforce Development

As workforce development professionals, case managers and career coaches take on increasingly complex roles, the need for specialized training has never been more critical. At EDSI, our Integrated Career and Case Manager training program, powered by our Innovative Learning Solutions (ILS) Team, addresses this need by offering cutting-edge credentialing and continuing education credits. Our mission is clear: by equipping workforce professionals with the tools and knowledge to excel, we elevate the customer experience and ensure long-term success for the communities we serve.

In an interview with Managing Director of Innovative Learning Solutions Kim Glenn, we discussed how EDSI's innovative training solutions are tailored to meet the unique needs of both public and private workforce clients, from Workforce Development Boards (WDBs) to state-level departments like Social Services and Adult Education. This program, which has evolved over the years, ensures that case managers and career coaches are not only skilled but certified to deliver the best possible services.

Kim Glenn, Managing Director of Innovative Learning Solutions

The Evolution of Case Manager and Career Coach Training

Our journey began years ago with modular training sessions designed for EDSI staff. Initially delivered in person over two to three days, these sessions offered foundational knowledge in case management and career coaching. As demand grew, we integrated this training into larger systems, like Michigan’s statewide initiative to enhance career coaching within adult education programs. This led to the development of a 10-module, hybrid program that spanned a full year, offering participants an intensive and comprehensive learning experience and continuing education credits.

Today, our self-paced version of the program remains one of the most popular courses in Michigan’s adult education catalog, proving its relevance across a wide audience. This program has since been revamped to include innovative updates and new elements that respond to evolving industry needs, ensuring it remains impactful and relevant to workforce professionals everywhere.

Expanding Impact: Credentialing and Continuing Education Credits

Our collaboration with Next Wave Safety Solutions, an IACET-accredited partner, allows us to offer credentialed programs that provide continuing education credits. This partnership began with our three-day case manager training, which was rigorously reviewed and met all credentialing criteria. As a result, participants can earn an IACET Case Manager credential, adding a valuable layer of certification to their skillset.

"This program is designed to upskill workforce professionals, giving them the technical expertise and confidence needed to deliver exceptional service. By investing in our case managers and career coaches, we are investing in the success of the communities they serve."

Kim Glenn – Managing Director Innovative Learning Solutions

Integrated Career and Case Management Training (ICCM)

One of the most innovative aspects of our training program is the Integrated Career and Case Management (ICCM) training. Developed in response to the evolving needs of our clients, the ICCM credential equips participants with a holistic understanding of both case management and career coaching. Delivered over four days, this training covers foundational skills on Day 1, case management-specific tasks on Day 2, career coaching-specific tasks on Day 3, and concludes by integrating all elements on Day 4.

This approach allows workforce professionals to understand the full scope of their roles and how they intersect with those of their counterparts, ensuring that they can collaborate effectively to provide the best possible service to their clients. Customization options are available to tailor the program to specific systems or client needs, such as Veteran populations or unique case management systems.

The Kirkpatrick Model is an effective way to measure ROI and ROE of training - learn more below.

Training Impact and the Kirkpatrick Model

In the social services realm, training plays a critical role in improving service delivery and overall customer experiences. Using the Kirkpatrick Model, particularly Level 4, allows us to measure the tangible results of training programs and their broader impact on organizational success. This is where we begin to see the effects of both Return on Expectations (ROE) and Return on Investment (ROI).

Return on Expectations (ROE):
The ROE of workforce training often shows up in better customer outcomes, enhanced service quality, and stronger staff-client relationships. Training helps address common service challenges, improves staff confidence, and enhances customer satisfaction, directly aligning with the expectations we set before implementing the program.

Return on Investment (ROI):
ROI, on the other hand, can be a bit more complex to quantify but is equally important. Here are a few ways we measure ROI in workforce development:

Staff Retention:
Since high turnover is common in this field, retaining trained staff is a major ROI driver. Retention not only preserves institutional knowledge but is also cost-effective—replacing an employee can cost up to 1.5 times their salary. By investing in training, we aim to reduce turnover and increase retention, ultimately lowering operational costs.
Efficiency Gains:
Training helps staff improve in their roles, which shortens the time it takes customers to achieve milestones like job placement or program completion. This increased efficiency is another significant area where we measure ROI.
Program Metrics:
Depending on the program—such as WIOA or TANF—we track specific metrics like the number of referrals, job placements, or training completions. Positive changes in these indicators provide a measurable return on our training investment.

By applying the Kirkpatrick Model at Level 4, we not only track improvements in customer outcomes but also link these results to the organization's strategic goals, ensuring that both ROI and ROE are considered when evaluating the training's long-term success.

Measuring Success: Assessment and Continuous Improvement

A key feature of our program is the robust assessment process. Each participant completes a competency-based evaluation that measures both confidence and performance in key areas. Using a Venn diagram to visualize the overlap between case management and career coaching competencies, participants can see where their strengths lie and where further development may be needed. The open-ended questions in the assessment allow for thoughtful reflection and application of learned concepts to real-world scenarios.

Facilitators review these assessments and provide recommendations, helping participants and their organizations identify the best role fit and areas for continued growth.

Participant Testimonials

Here’s what a few participants had to say in their feedback surveys after the training:

“This training was an engaging and interactive way to review all the important details of case management. I appreciated the chance to brainstorm with peers and reviewing material that I’ve learned over the years.”
“The training helped me view case management in a new light – it was a fun and engaging time to remember why we do what we do.”

The Forgetting Curve: The Importance of Reinforcement in Learning

One of the key challenges in training is knowledge retention. The "forgetting curve," a concept developed by psychologist Hermann Ebbinghaus, illustrates how information is lost over time when there's no attempt to retain it. Without reinforcement, up to 75% of learned information can be forgotten within just a few days. To combat this, our training program incorporates periodic reviews and real-world applications, which help participants retain and apply their knowledge long after the training ends. The accompanying graphics depict the forgetting curve and highlight how our assessments and follow-up activities work to mitigate this effect, ensuring sustained learning and improved long-term outcomes.

Customization and Flexibility

Whether a workforce development program is located in Michigan, California, or any other state, our training can be tailored to meet its specific needs. The flexibility of our delivery model allows for in-person or virtual training sessions, delivered over consecutive days or spread out over time, ensuring that clients can access our expertise in a way that best fits their schedule.

“I’ve really enjoyed facilitating our Case Management training. No matter what group I had in front of me, it was always powerful to see the group “light up” when it came to helping others and providing amazing service. I feel this training not only reviews important concepts, it’s also an interactive way to talk about how we hope to change lives for the better.” - Allison Hessick, Learning & Development Specialist

Allison Hessick, Learning & Development Specialist

The Future of Workforce Development Training

As we continue to expand the ICCM program, we are looking at adding additional specialization certificates that allow workforce professionals to deepen their expertise in areas like Healing Centered Restorative Engagement (HCRE). HCRE is a systems approach to trauma through a social justice lens, leveraging social justice and Trauma Informed Care approaches that can be applied in non-clinical settings. By offering a flexible, foundational training with the option for specialization, we are creating a pathway for continued professional growth in workforce development.

Upskilling for Better Customer Experience

At EDSI, our goal is simple: to provide workforce development professionals with the skills and confidence they need to offer exceptional service to their clients. Our case manager and career coaching training programs, with its emphasis on credentialing, continuing education, and integrated learning, is not just about improving technical skills—it’s about enhancing the entire customer experience.

By investing in the people who serve our communities, we ensure that workforce development programs are equipped to meet the challenges of today and the opportunities of tomorrow. If you are interested in learning more about these programs reach out to Kim Glenn at kglenn@edsi.com

Interested in learning more about implementing these programs in your region or state?

Email Kim Glenn at the address above or fill out the form below and one of our team members will reach out to you soon.