CASE STUDY:Statewide Training Needs Analysis:
DISABILITY SERVICES AGENCY
The client
A large statewide public sector organisation providing support services throughout Queensland to persons with a disability.
The brief
A high level review of the agency had been undertaken (the Ford Review) resulting in wide ranging recommendations to
improve the quality of services provided by the agency to its clients. A key recommendation was to undertake a
comprehensive training needs analysis of the 1400 staff throughout the state to determine critical skill gaps and develop a
strategic training and development plan for the agency.
My response
The methodology had to assess the training needs of expert and support staff in corporate and branch or regional offices,
but specifically identify the needs of the 1200 care workers throughout the state. These staff were shiftworkers with very
limited access to online information, poor computer literacy skills, and in some cases, poor literacy skills. They travelled to
the client directly from home and direct contact with them was difficult. Capacity for every staff member to participate in the
analysis was a critical factor. In addition, there were relatively high levels of anxiety resulting from the Ford Review and it
was important that the approach encouraged people to not only participate but to provide honest and accurate information.
It was agreed that a hard copy survey which covered the skills for all key areas of the work of the care provider would be the
most beneficial method of assessing skill gaps. A comprehensive distribution process was designed to ensure all care
providers received a copy and were able to complete and return their survey to the consultant at no cost. An extensive
communication proves was undertaken during the project and a hotline to the consultant for questions and further
information was provided. Survey data was validated with sample groups
My approach involved:
development of a survey instrument and methodology in consultation with a wide range of key staff, management, unions
and consultative groups that represented care providers
one-on-one interviews with expert staff
distribution, collection, and analysis of hard copy collection of other data relevant to the job analysis
consultation with unions
consultation with key managers
analysis of all data against a framework of key issues developed in consultation with the client
A detailed report was produced which provided qualitative and quantitative analysis, highlighting significant areas of overlap
in responsibilities between two levels of management, duplication of activities, time spent on key activities, areas of
misalignment with existing position descriptions and accountabilities that were not being addressed, identification of barriers
and blockages, key skills and knowledge required for the job and gaps, and anomalies in reporting structures.
The results
The findings were presented to the Branch management team and incorporated into a presentation to the Departmental
Steering Group.
Some areas of overlap and misalignment were able to be addressed immediately. The findings provided important data to
Some areas of overlap and misalignment were able to be addressed immediately. The findings provided important data to
support the introduction of refresher training in certain areas and provided significant information that helped the Branch in
realigning business processes and roles.
Question 1 (10 Marks)
In order for the client to adequately train their staff with the ability to provide support for the disabled, particularly in a COVID
– 19 work context, critically discuss the levels of training and how these would apply to the training of this client’s staff.
Introduction – Body – Conclusion
Number of words: Around 500-700 words
Question 2 (20 Marks)
Compare and contrast Nadler’s training model with Camp, Blanchard and Huszczo’s training model. Substantiate which
model you would choose to assist the client in training their staff to provide support for the disabled.
Introduction – Body – Conclusion
Number of Words: Around 1300 words.
All together minimum number of reference: 8
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