In this article, you will learn how to:
Understanding Action Plans & automatic training assignments
Job functions may have Action Plans configured that can systematically manage the assignment of required skill building, certifications or observations that will guide the associate to proficiency.
Action plans are configured by Program Managers with the applicable role based permissions for the job function editor.
Assignments and notifications to leaders will be displayed in their frontline application and will be visible on the associate's profile for reference by other support leadership.
Managing skill building checklists and certifications within your team
Skill build checklists may also be assigned to your associates independent of action plans or job function requirements through the associate profile in the portal or mobile app.
Assignment of skill build checklists and certifications is based on role based permissions and user groups defined by the organization and are location and job specific. If you are unable to assign a specific checklist or certification to an associate, confirm their user group settings match the program requirements set out by your organization.
If the associate is not yet assigned to the job function the assigned skill build is a requirement on, the associate can be added to the job function in the same sequence.
Tracking certification requirements
Visibility into Your Team's Certifications can be found in several areas of Smart Access, depending on your role and role based permissions. Full certifications details and timeline can be accessed through the associate profile and clicking the certification name.
If a certification has multiple skill build checklists and or certification tiers, the status for each will be displayed beneath.
Depending on the configuration or type of certification, there may be prerequisite training that is required to be completed prior to skill building within Smart Access or restrictions on completion within a single day.
Associate-level certification status can be viewed through the associate profile, with aggregate certification reporting available within the Reports tab of the frontline app, as well as in the Certification report in the portal.
Revoking a certification
Certification revocation can be completed by user groups that have the applicable role based permissions.
Additional notes can be taken when providing the revocation reason and determination of recertification, certification suspension or permanent revocation.
Monitoring skill building progress
Team Leaders and skill build trainers/coaches can view skill building status for the associates they are working with through the Reports tab in the frontline app.
Senior leaders and program managers can view aggregate reporting for skill build checklists through the portal, with additional filtering and sorting options for key milestones and statuses.
Managing skill builder (trainer/coach) assignments
Trainers and coaches of skill build checklists require the applicable role based permission to assign or complete skill building with an associate.
Skill build trainers and coaches should also be marked as a 'Skill builder' on the associated job functions for easy reference of capabilities on the Your Team view and Associate profile.
