PROJECT NAME: RCHN Workforce Training Program
Project Overview: The goals of the Charles B. Wang Community Health Center (CBWCHC) RCHN Workforce Training Program were to improve employee satisfaction and retention of frontline workers, create a peer-learning and team-building work environment of frontline workers, and strengthen the supervisory and mentoring skills of mid-level managers to support, encourage and reinforce the training for frontline workers.
CBWCHC implemented a multi-tiered program model consisting of three core training strategies: (1) develop culturally and linguistically competent online training modules for frontline staff, (2) implement a “train-the-trainer” program for a select cohort of experienced frontline staff to become peer champions who will encourage and support staff to improve their job skills through online learning modules; and (3) provide a training program for mid-level management to support their staff.
- Create a peer-learning and team-building working environment among staff:
- Strengthen mid-level managers’ skills to support, encourage, and reinforce training for staff:
- Improve staff and patient satisfaction.
The Workforce Training Program engaged frontline staff, peer champions, mid-level managers, and an interdepartmental planning committee through a multi-tiered approach, including:
- Development of culturally and linguistically competent online training modules for orientations and career advancement training;
- Mid-level management mentoring program to improve work-based learning;
- Implementation of a Peer Champion “train-the-trainer” program for a select cohort of experienced entry-level staff to become peer champions who will encourage and support staff to improve their job skills through online learning modules.
- 13 comprehensive, interactive and bi-lingual on line training modules developed for frontline staff. Modules included History and Mission of CBWCHC, NYS Healthcare System at a Glance, Meaningful Use of EMR, Patient Interactions, NYS DOH Required In-service Training.
- 129 frontline staff, including receptionists, medical/dental assistants, family health workers, health educators, completed on line training program.
- 9 “peer champions” pilot- tested the on line training modules and engaged to become active motivators and competent facilitators for the online training program.
- 30 mid-level managers from across the organization completed training focused on strengthening the mid-level skills and knowledge to create an environment conducive to provision of quality care & services. Mentoring relationships with program content addressing supervision skills and managerial skills. (Staff trained: Nursing Managers, Assistant Head Nurses, Unit Managers, Facilities Manager, Human Resource Manager, Director of Information Technology, Health Information Manager, Coordinator of Health Education, Coordinator of Marketing Program, Associate / Assistant Administrator, Clinical Affair Associate)
About the Grantee:
Established in 1971, the Charles B. Wang Community Health Center (CBWCHC), a federally qualified health center, has been a leader in providing affordable, accessible, and culturally competent healthcare services to the Asian-American community in the New York metropolitan area. In 2012, the health center provided more than 253,000 healthcare visits to more than 44,000 patients. CBWCHC services include internal medicine, pediatrics, women’s health, dentistry, mental health, social services and health education.