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Integrity Management Services

Training Program Plan

Training Plan
Version 1.0 Final
Stacey Kernisan
AET 570
July 10, 2016
Dr. Patrick Oldenburgh Jr.



Integrity Management Services, LLC (IntegrityM), is committed to providing quality services in

accordance with the highest ethical standards, and in full compliance with all applicable laws,
regulations, contractual requirements and internal standards. To ensure staff is effectively skilled
and knowledgeable in carrying out their roles and responsibilities, IntegrityM has established a
training and education policy to govern compliance with this requirement. IntegrityM recognizes
that regular education and training for employees, both regulatory as well as subject matter, is
essential to an organization. Employees should be regularly trained in several areas including:
(a) applicable federal and state regulations, (b) organizational requirements, (c) contractual
obligations and (d) subject matter expertise.
Having a training program that is accessible to staff will ensure that employees have the tools
they need to be successful. It will also help in them creating a network of people when they
attend conferences and participate on webinars. As new technologies are introduced to
employees, they will learn new tools in order to make sure they will be able to use these
technologies down the road.


Training Program Description

IntegrityM staff is required to adhere to the guidelines set forth by the Health Insurance
Portability and Accountability Act of 1996 (HIPAA), associated HIPAA Privacy and Security
Rules, and Health Information Technology Act (HITECH) under the American Reinvestment and
Recovery Act of 2009 (ARRA) and the Affordable Care Act of 2010 (ACA).
In addition, IntegrityM staff should also receive continual education and training in subject
matter areas relevant to IntegrityM work, including familiarity with, knowledge of and
understanding of Centers for Medicare and Medicaid Services (CMS) programs such as
Medicare and Medicaid, Generally Accepted Government Auditing Standards (GAGAS), Office
of Inspector General (OIG) evaluation protocols and healthcare industry program integrity.
Lastly staff should regularly be educated on contractual and organizational requirements and
trained effectively to fulfill operational goals, adhere to internal controls, and focus on quality
processes to ensure continual improvement.

This document applies to all IntegrityM professional development training, including external
and/or internal webinars, conference calls, on-site and/or off-site conferences, and
organizational training.

Program Goals and Objectives:

Goal: To ensure that each employee has the tools needed to fulfill their duties related to the
contract in which they are on.

Employees will be able to be proficient in their department and know how each
their department effects their daily duties.
Employees will take two trainings per year in order to stay up to date with new

Goal: IntegrityM will encourage employee professional development and education in the areas
of project management, leadership, writing, and public speaking.

The employee shall be expected to complete the activity/training and provide a

certificate of satisfactory completion along with the expense report for
Employees shall then present the information that they have learned to their
team within 90 days of completion.


Needs Analysis

The purpose of having a needs assessment is to ensure that all stakeholders are aware of
motive of the training program. It is a place where it helps you understand your users needs,
motivations, and behaviors what they do, how they do it, and why (Learning Space Toolkit,
2016). It I important to take the time to understand each departments roles and how it affects
the organization as a whole. In this organization we have 10 areas that make up the dynamics
of who we are. Those departments are:

Audit and Evaluations

Business Operations
Compliance and Security
Data Analysis
General Administrative
Human Resources
IT Training
QM-ISO (Quality Management Information Systems Office

Each one of these departments needs to be observed in order to understand how they work.
They observations can lead to questions that the trainer may not have thought of in order to get
a better picture of what the training needs are. It may also help in gathering information in
different departments. Observations is the least expensive way of gathering information.
Observations need to be done in different situations as to the staff knowing they are being
watched and in a setting where they dont know they are being watched. Therefore you can get
honest feedback.
Interviews allow for different topics to be covered so that the trainer can get a better
understanding of how things work. They can be done in sections as to not take the time away
from the employee if many questions are being asked. It also allows for the trainer to get
firsthand information from the employee on how things work instead of from management.
Majority of the time observations and interviews can go hand in hand.
Group sessions allow for people to be a sound board for each other. It is a space where they
can speak their mind about what is needed in order to make their department better. At the
same time they are able to listen to their co-workers and find out if there are some areas they
may not be aware of that need focus. It is an opportunity to get feedback through group


Budget 2016-2017

Fringe benefits
Consultants and professional fees
Technical Support
Printing and copying
Postage and delivery
Rent and utilities
Other (specify)
Total Expense


Government grants
Individual contributions
Fundraising events and products
Membership income
In-kind support
Investment income


Government contracts
Earned income
Other (specify)


Total Income



Staffing Plan

The staffing will consist of different players in order to make sure the training program is
1. Training Specialist The trainer shall have excellent communication skills and be able to
explain the curriculum in many different ways. They have to also have interpersonal
skills, starting with patience and being able to maintain their professionalism in stressful
situations. They should know the materials and how to explain it in a way that others will
be able to understand. They will need to know how adults learn.
2. Human Resource Manager The HR manager will have to be organized and be able to
multitask when dealing with daily HR issues and training issue. They must have strong
communication skill and be well verse in conflict management and problem solving. The
HR manager will also need to have the knowledge of how training is related to the
employees everyday job and how it effects the organization as a whole.
3. Vice President of each Department Each VP will act as a team leader. They will be
able to obtain the information from each employee and share that with the trainer and
HR manager. This will allow for information to come from a central person about the
teams feelings. They have to have strong communication skills and be able to
understand what employees are saying in order to interpret that information to others.
4. President and VP The President and VP of the organization will give their input of the
findings of the changes to the training program as needed. They must be strong in
program management, public speaking and encouraging employees to participate in the
training program.
Basic Knowledge, Skills and Abilities of all employees will include, having initiative, being
innovating, and showing leadership. Being able to deal with complexity. Being able to work as a
team member and independently to get the job done in a timely manner. Lastly being able to be
involved in a variety of different work and be willing to learn new techniques. There need to be
one trainer and HR manager, there are 10 departments so there will be 10 VPs of each
department, and there is one President and Vice President.
IntegrityM will use the VPs of each department to conduct trainings for employees as needed.
They will also have different areas train employees on certain specialties such as security
training and HIPAA. We will also find out what other trainings other staff have in order to use
those, for example if we have CPR/First Aid instructor.
IntegrityM will use a Learning Management System called Moodle in order to host some of our
trainings. This will be an external resources for all employees to utilize. The trainer and the HR
manager will monitor how the trainings are being conducted and if they are successful. There
will also be surveys at the end of the trainings in order to find the gaps as needed. Performance
evaluations will be conducted every 6 months to ensure the training program is effective.


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Local Companies


Community Members


Contracted Companies
akeholders and Goals

Integrity Management Services has gathered internal and external stakeholders to

create a marketing plan, budgeting, and promote organizational success; via social media and
word of mouth (flyers and promotional events). The stakeholders will provide a certain level of
value to IntegrityM and the training programs. First, employees personal success, their ability
to learn, and future opportunity are the primary focus of the programs (Engaging Stakeholders,
2009). Second, the training specialist, HR manger and VP of each department, will help
employees develop and start their educational journey through the programs within 3 months
and every 6 months after being hired. Third, the training specialist will design each of the
programs by sharing a short overview, length of the program, materials, and perquisites (if
required) via LMS. The stakeholders will develop a list needs for the programs and as a team
creates a strategy to communicate their marketing plan.
Stakeholder Needs
Stakeholders are internal and external such as owners, shareholders, managers, staff,
suppliers, community and even the government. It is can be difficult to determine all those
needs and meet them. It is important to create a plan to and have open communication with
stakeholders in order to accurately determine needs. Not taking stakeholder considerations into
the daily plan of operations will result in the loss of trust and investment. Investing investors
helps promote retention, loyalty, and communication. These factors will create a team of people
all with the same goal, on the same page, looking to succeed. Some basic needs will be
universal such as frequent communication about the needs and budget of the company. Most
stakeholders will also want to see marketing and research included in the budget and review
results. To invest time or money, many stakeholders will also need to understand where the
value lies and feel that their views are being considered and respected. Competitive
performance, good governance, transparency, and a good present and future value of their
investment will help successfully manage the needs of stakeholders. By successfully managing
stakeholders, you will be better able to ensure requirements are aligned, understand tolerance
for risk and mitigate issues that would otherwise delay the project or goal (Cooper, 2015).



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Communication Plan
Communication Methods

Communication methods are an imperative part of marketing. Gaining awareness,

making the product known, providing a consistent message and having a two-way method of
communicating with clients will benefit the plan and product in many ways. Communication in
the business world can be done via advertisement, online discussion platforms such as
websites and sites like Facebook. There is a wide variety of communication methods available
such as e-mail, flyers, word-of-mouth, open houses, and activities to draw crowds like concerts,
recognition through awards, phone calls, letters, and more. All of these can help a business
communicate its brand and product. A well-chosen marketing communication strategy utilizes
one or more components to disseminate the companys outgoing message (Greene, 2016).
Advertising is the activity of producing information for promoting sale of commercial
products or services ("Advertising", 2016). This form of communication should influence people
to try or keep using the suggested service or product. IntegrityM, will utilize several methods of
advertising to inform employees of the possibilities that IntegrityM has to offer.
Direct Response Communication
Dib (2016), direct response communication, otherwise known as direct response
marketing is design to get an immediate response from the target audience or compel the
audience to take some action. IntegrityM will use the information attained from this form of
marketing to further develop curriculums, and programs that will help improve the status and
educational benefits of IntegrityM. The forms of advertising used by IntegrityM all garner direct
responses from the audience. The audience will respond by opting into a mailing list, calling a
toll free number, or by being redirected to an IntegrityM web page for more detailed information.
IntegrityM will use this communication method to build a potential student database and notify
individuals of the college that is not your usual institution.
Internet-based communications
Internet-based communications consist of instant messaging and email to name the
minimum. With technology readily available to all perspective employees there are new apps
and methods to communicate on line almost daily. Now that most communication allows
recipients to track messages that are received this can help track this methods. The new
student advisors can use the text feature on Google to reach out and confirm appointments or
reach employees who are no longer answering calls made by the enrollment team. With these
communication options there are best practices of sending out open houses or events that are
happening at the campus that could patiently bring in perspective employees.
Sales Promotion Activities
Another method of gaining positive attention and communicating are through offering
sales or other promotion activities. This can be particularly effective in getting customers to try a
newly arrived product. For example, if the organization wants to bring in new employees or
gauge interest in a class on typing skills they could offer a discount or limited time promotion to
encourage participation. Free gifts, discounted prices, joint promotions, free samples, vouchers,
coupons, buy one get one free, incentives and deals are all examples of sales promotion


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activities (Friesner, n.d). These methods of building interest, bringing in new clients,
communicating and building relationships are all forms of marketing that if done successfully
can build upon the reputation of a company and its product.
Public Relations
Managing how advertising is used within the public and how the information is
disseminated amongst the public. Ensure that IntegrityM is using airtime without overkill but fully
utilizing the television network to ensure the public is not being inundated with unnecessary
advertising. The goal is to get it right the first time. Knowledge of where all resources are being
used and in what method the information is being communicated.
Social Media
IntegrityM will use social media in order to promote the university but using current
employees to make videos showing why they chose the university and how they university has
helped them excel. The videos will be in different lengths from 10 seconds so they can be
posted on Instagram and a minute and thirty seconds long so they can be placed on Facebook
and other websites. They will also create picture posts that will have a quote from the video so
they can also be posted on social media on different platforms.




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Program Evaluation

Program evaluation is important to the success of the training program. For this training
program, the individuals responsible for overseeing the program evaluation are the Training
Specialist and the HR manager.
Here at our organization we have a training program where the managers are trainers of some
of the information for our training program. We have the Presidents and Vice Presidents of each
department giving trainings in order to make sure others who do not work in the department
have an understanding of how the agency works as a whole. We will use the following model to
evaluate the program as we go along. The focus on the New World Kirkpatrick Model is such:
Level 1: Reaction
The degree to which participants find the training favorable, engaging and relevant to their jobs
Customer Satisfaction
The original definition measured only participant satisfaction with the training.
New World Additions:
The degree to which participants are actively involved in and contributing to the learning
The degree to which training participants will have the opportunity to use or apply what
they learned in training on the job
Level 2: Learning
The degree to which participants acquire the intended knowledge, skills, attitude, confidence
and commitment based on their participation in the training
I know it.
I can do it right now.
I believe this will be worthwhile to do on the job.
New World Additions:
I think I can do it on the job.
I intend to do it on the job.
Level 3: Behavior
The degree to which participants apply what they learned during training when they are back on
the job
New World Addition:
Required Drivers
Processes and systems that reinforce, encourage and reward performance
of critical behaviors on the job
Level 4: Results
The degree to which targeted outcomes occur as a result of the training and the support and
accountability package
New World Addition:


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Leading Indicators
Short-term observations and measurements suggesting that critical
behaviors are on track to create a positive impact on desired results
(The New World Kirkpatrick Model, 2016)

Evaluating the Trainers

Employees will have the opportunity to assess their trainers promptly after training and
forward the feedback to HR. The prior evaluation process included random assessment of
training and did not provide enough data to evaluate training effectiveness and feedback from
the employees. Since there are not rules in assessment creation, this rubric can be revised to
add attributes to collect more information to achieve evaluation goals of the organization.
Training coordinator managers and HR staff will also assess trainers during training sessions
with this authentic assessment, Competency Area, Presentation Skills in Rubric 1, to evaluate
and rate skills and competencies and help managers to more precisely and consistently
distinguish between trainer performance (Meuller, 2014), and be able to provide a consistent
and detailed feedback to the trainers resulting in a clearer understanding of what improvements
that need to be made.
Please rate the following on a scale from 1 to 5 (1 being very unsatisfied, 5 being very satisfied).
Please circle a response.
Overall, how satisfied were you with the training?

The topics covered were relevant to my daily work.


The objectives of the training were clearly defined

and met.

The training improved my understanding of the



The time allotted for the training was sufficient.



If you attended an external training, please answer the questions below:

The meeting room and facilities were adequate and
The trainer was engaging.


The content materials were organized, helpful, and

easy to follow.

The trainer was knowledgeable about the training





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1. What is the most significant item you learned in this course?

2. What aspects of the training could be improved?
3. Please share other comments or expand on previous responses here:




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Advertising. (2016). Retrieved from
Cooper, B. (2015). What You Must Know About Stakeholder Management. Corporate Education
Group. Retrieved from
Dib, A. (2016). What Is Direct Response Marketing? Retrieved from
Engaging Stakeholders: Including Parents and the Community to Sustain Improved Reading
Outcomes. (2009, September). Sustainability Series, n.d. (6), 1-16.
Retrieved from

Friesner, T. (n.d). What is Sales Promotion? Retrieved from
Greene, F. (2016). What is Marketing Communication Strategy? Hearst Newspapers. Retrieved
Learning Space Toolkit. (n.d.). Retrieved July 11, 2016, from
The New World Kirkpatrick Model. (n.d.). Retrieved June 20, 2016, from