Challenge
As the National Park Service launched an initiative to build a RISE (Respectful, Inclusive, Safe, and Engaged) culture, the NPS Office of Risk Management sought to expand reach of its Operational Leadership Program and move away from relying on a contractor-led solution based on human factors content and law enforcement imagery.
My Role
As Senior Instructional Designer supporting Visitor and Resource Protection training, I was originally tasked with observing and analyzing the contractor-led Train-the-Trainer program (4-days, in-person, requiring travel) and supporting development of a revised, in-house program. After successful internal launch, I continuously supported program revisions for the next 2 years, as well as re-development of supervisor and all-employee trainings, expansion to OL e-learnings, and a move to virtual instruction. As VRP design lead, I also ensured the fidelity of messaging and content throughout related trainings (e.g., OL content in Search and Rescue training).
Action(s)
I conducted front end analysis and observed the contractor-led Operational Leadership offering for Train-the-Trainer (TnT) and reported potential improvements, then supported implementation and relaunch of TnT and All-Employee materials (powerpoints, captioned videos, facilitator and participant guides). The revised TnT scaffolded instructor practice, supported by assessment rubrics, while enabling understanding of OL materials. I further advised on best practices for 508 accessibility, diverse representation in parks/people imagery, and assessment rubrics for self- and team evaluations. I developed and monitored robust course evaluations of materials and trainer cadre (400+ instructors) to close the feedback loop and identify continuous improvements. Supported the rollout of a Supervisory-level course with pulse-check polling and developed a micro-learning (Articulate RISE) on core OL concepts for internal/external audiences. I ensured 508 accessibility and representation of change messaging (NPS RISE culture initiative) for all deliverables.
Result(s)
After successful re-development and launch of the OL Train-the-Trainer (TnT) and All-Employee (AEOL) courses, the NPS Director required the revised OL Program as mandatory for all employees and supervisors within one year. Evaluations of the TnT program were overwhelming positive and constructive, allowing for continued improvement of the trainer cadre and all offerings. (TnT assessments and pulse-checks that I built were used as performance support back on the job.) Due to increased volume, the program was rolled out in virtual formats and with e-learning components for continued reach. The “new OL” was revised with psychological safety components that supported continued adoption of NPS RISE culture change principles.
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