Local authority revenues services division
As a result of the implementation of a service modernisation programme, Training Synergy was approached to undertake a detailed training needs analysis of a local authority’s revenues services division’s benefits staff. The exercise was targeted at all members of staff with a view to establishing the benefits legislation skills gaps and design and implementation of a complementary training plan.
The challenges
- Analysis required at all staffing levels, from team leader to clerical roles
- Training needs analysis to address all aspects of legislation for both housing benefit and council tax benefit
- Analysis to additionally identify business skills gaps
The solution
- Bespoke, role focused analysis conducted with all members of staff
- Combination of questioning type, including text based and multiple choice questions
- Analysis to determine the skills, knowledge and attitudes of all staff, specific to housing benefit and council tax benefit legislation
- Questionnaires additionally identified productivity and business improvement needs
The benefits
- Comprehensive analysis detailing the current status of staff’s skills, knowledge and attitudes, and highlighting the training gap
- Training needs categorised and themed as a basis for training module design
- Development of a tailored training programme, empathetic to learning effectiveness, cost and organisational considerations
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