36C77618Q9237-0001001.pdf

HR Academy 2018 Customer Satisfaction

Conducted: Late Spring 2018 Results Reported: July 9, 2018

Survey Highlights

• Over 1000 respondents (27% of population)

- 91% VHA

- 74% 201 HR Management

• Top Training Requests:

- 42% HR Smart

- 34% Recruitment and

Placement

- 31% Title 38/ Hybrid Title

• Top 3 Barriers:

- Not enough time (41%)

- Classes closed/filled (24%)

- Other (15%)

Annual Customer Satisfaction Survey 2018 Executive Summary Report

Purpose HR Academy carries out surveys to better understand customer perception of training opportunities, tools and services. The Annual Customer Satisfaction Survey helps to improve learning and professional development services for VA HR professionals.

Methodology The Academy conducted a self-completion user survey employing a questionnaire through their Metrics that MatterTM (MTM) learning analytics system.

The Questions for the 2018 Survey were similar to those used in the 2017 Survey.

The survey was conducted between April 23 – May 31 among HR professionals within the 201, 203 and 343 job series, across all VA Administrations.

The Survey

The Results

The Action Plan

Customer Satisfaction 2018

HR Academy conducts this assessment annually to better understand how well the needs of the HR community are being met and how even greater value can be delivered (e.g., through expansion of courses, enhanced features of tools). The report is organized into:

Participation

The level of participation has increased every fiscal year.

The percentages of completions for FY16 through FY18 are 14%, 23%, and 27% respectively.

The survey link was emailed out through MTM as well as the reminder emails.

Reminders were also sent through the HR Academy team.

Questions

A wide range of questions are contained with the Customer Satisfaction Survey.

The questions used on the 2018 Customer

Satisfaction survey and the 2017 Customer Satisfaction survey were similar.

All questions were approved by the HR Academy Team.

Questions fall within these categories:

Employee Insight Organizational Insight Course Content Academy Administration Other Tools

Respondents also answer the same demographic questions they receive as part of class-specific surveys such as end-of-course evaluations.

I believe that the HR Academy represents the goals and values of VA, and I share these goals and values. Academy Administration I prefer to receive training (select all that apply): Academy Administration Participating in HR Academy activities has made me feel that I am a better fit to VA. Academy Administration Using the HR Academy made me feel like VA has personally invested in my professional development. Academy Administration Which of the following factors would influence you the most when deciding whether to register for a training course?

(IF you selected "Other Please Specify Above", enter your response here)

Academy Administration

Which of the following factors would influence you the most when deciding whether to register for a training course?

(select all that apply)

Academy Administration

I am able to take the skills and knowledge acquired during HR Academy training and effectively apply them in the workplace.

Course Content

I am satisfied with the training I received from the HR Academy for my present job. Course Content I believe the HR Academy training I received will help improve my job performance. Course Content I would like to receive additional training in the following areas (IF you selected "Other Please Specify Above", enter your response here)

Course Content

I would like to receive additional training in the following areas (select all that apply) Course Content

I am given a real opportunity to improve my skills in my organization. Employee Insight I have a training plan to address my needs. Employee Insight I have the job-relevant knowledge and skills necessary to accomplish organizational goals. Employee Insight My training needs have been identified. Employee Insight The HR workforce has the job-relevant knowledge and skills necessary to accomplish organizational goals. Employee Insight What would likely be your primary motivation for registering for a course through the HR Academy? Employee Insight What would likely be your primary motivation for registering for a course through the HR Academy?(IF you selected "Other Please Specify Above", enter your response here)

Employee Insight

* Some questions may appear to be included multiple times, but one is for a drop-down selection(s) and other is for free-form text to maximize input from community.

p y y p )

Are there any barriers that have prevented you from participating in VA HR Academy training? (IF you selected "Other Please Specify Above", enter your response here)

Organizational Insight

Are there any barriers that have prevented you from participating in VA HR Academy training? (select all that apply) Organizational Insight

From which of the following sources do you now receive most of your information about the HR Academy? (IF you selected "Other Please Specify Above", enter your response here)

Organizational Insight

From which of the following sources do you now receive most of your information about the HR Academy? (select one option)

Organizational Insight

From which of the following sources would you prefer to receive most of your information about the HR Academy? (IF you selected "Other Please Specify Above", enter your response here)

Organizational Insight

From which of the following sources would you prefer to receive most of your information about the HR Academy?

(select all that apply)

Organizational Insight

My organization supports me in achieving the objectives in my eIDP by allowing me time to take classes, encouraging participation in outside training activities, etc.

Organizational Insight

My work unit is able to recruit people with the right skills. Organizational Insight Supervisors/team leaders in my work unit support employee development. Organizational Insight Who is your local training coordinator? Organizational Insight How many times in the last year have you participated in human resources-related training at the HR Academy? Other Tools How many times in the last year have you participated in human resources-related training OUTSIDE of the HR Academy?

Other Tools

I am satisfied with the quality of information displayed on the HR Academy website. Other Tools I had the following experience with respect to the annual Competency Assessment survey: Other Tools The HR Academy vision and mission statements depicted on its website are clear and logical (i.e., understandable). Other Tools Where have you participated in human resources-related training OUTSIDE of the HR Academy? Other Tools

* Some questions may appear to be included multiple times, but one is for a drop-down selection(s) and other is for free-form text to maximize input from community.

The survey was disseminated to all HR Academy participants within the 201, 203, and 343 job series.

Breakdown of respondents shown here.

Demographics Job Series

Responsibility Levels

The course options for HR Academy are steered more towards the improvement of non supervisors.

One way to improve the numbers of supervisors would be to survey them about what trainings would benefit them.

Both the numbers of supervisors and non supervisors improved over last year, while the percentages stayed the same.

Organizations

HR Academy participants are coming from multiple organizations within the

VA.

Participation is similar to the sizes of the respective organizations that HR Academy serves.

The chart has the VHA separated into Central Office and VISN/VAMC. Together they make up 91%, an 8% increase over last year (83%).

Experience

HR Academy does a great job in steering their trainings for the HR professionals in the 2 to 10 year range.

The turnover rate for the 0 to 2 years professionals might be too high to allocate the funds for creating training for them. On the other hand, creating trainings for that level might increase the retention rate.

Increasing the number of participants in HR Academy from the years 15 and above will require a focus on more executive level classes.

Representation within VHA

Over 90% of participants were from VHA

On the map, the green bars represent the count of the city and the heat mapping shows the count of the state

Counts by VISN are also provided

The Action Plan

Customer Satisfaction 2018

Survey results provide insights into not only HR Academy performance but also potential improvements for HR community as a whole within VA. Results are provided in the following areas:

• Training-specific insights

• Impact on VA workforce

• Alignment with VA

One of HR Academy’s primary function is to provide learning opportunities to the entire VA HR community. Reviewing this data enables the team to determine what is working and what opportunities exist for improvement.

Training-specific insights

Responses on Training

Close to 70% of students are taking courses with the thought of learning a new skill.

Over a quarter of all participants are only using HR Academy for training. This shows a respect for what HR Academy has to offer.

Course learning objectives, format of course, and length of program make up over 75% of reasons for registering for a course.

Additional Trainings

Responses to: “I would like to receive additional training in the following areas:” HR Academy should continue to develop courses on what their clients are requesting:

HR SMART

Recruitment &

Placement Title 38/Hybrid Title 38 Position Classification

Some of the other mentions were:

Workers

Compensation USA Staffing Leadership Compensation

Training in isolation does not provide the full picture of whether HR Academy is delivering what is needed and maximizing value to the HR workforce. For instance, what barriers exist and how are other tools (e.g., competency assessments) being viewed.

Impact on VA workforce

Barriers

Breakdown of the majority comments for those who chose “Other” are approximately:

15% stated time as a barrier 4% say classes fill up to quickly 5% are saying their workload is too much

Alternatively, approximately 17% believe there are no barriers.

Making a Difference

“I believe the HR Academy training I received will help improve my job performance” question was the highest rated question from all three participant segments.

There is also high satisfaction with the training.

Respondents gave lower ratings for whether training needs were being identified… additional analysis would be needed to determine whether these respondents were using the competency assessment tool that is available to them.

Other Tools and Capabilities

Answers Percentages I completed it and gained valuable insights as a result.

41.41% Other. Please specify: 15.72% I got busy and did not complete it this year. 9.57% I was not aware of the survey and/or did not receive notification that allowed my participation. 7.81% I was not encouraged to complete it as it is not seen as a key tool by my part of the organization. 5.47% I experienced technical issues and elected to not complete/submit the survey. 4.49% I completed it. 0.49%

Top 7 responses based on percentages.

I had the following experience with respect to the annual Competency Assessment survey:

Beyond daily operations, it is also critical to determine how well HR Academy understands the broader needs of the HR community and aligns with the broader VA. These insights highlight potential opportunities for expanding other tools and introducing new capabilities.

Alignment with VA

Support of VA… being part of something bigger

Customer Satisfaction responders due strongly agree that the “HR Academy represents the goals and values of VA.”

For 2 of the 3 participant segments, there is a wide gap between “goals and values” and “a better fit to the VA.”

Views of the HR Community

HR workforce has the job-relevant knowledge and skills necessary to accomplish organizational goals.

My work unit is able to recruit people with the right skills.

5 – Strongly Agree

1 – Strongly Disagree

The Action Plan

Customer Satisfaction 2018

The results themselves are not enough to create change. HR Academy has the opportunity to impact more professionals by finding ways to act on what was stated.

This section includes suggestions to help jumpstart thinking of how to increase effectiveness and usage of HR Academy.

What community wants:

Three topics make up 39% of areas where more training is needed:

HR SMART continues to far outpace the other requested trainings Recruitment and placement is the second choice for more training Title 38/Hybrid Title 38 rounding out the top three

These three requests have been the top priorities for the past 2 years.

While they may be covered within other training programs in the VA, it would benefit HR Academy to add these training options

Combining Efforts:

Current HRD and HR Academy activities may help – for example:

NTDP includes Title 38/Hybrid 38 learning opportunities Position Management includes HR SMART activities

Can materials from these other offerings be extracted and/or delivered in other forums to meet this unmet request?

Flying to New Heights?

Breaking Down More Walls

Barrier: Time is the number one barrier to training.

Low Cost Opportunity!

The creation of the recorded classes may help students that are motivated to take courses when they have some “free” time.

Using the recorded classes will also help with the limited class space, which was the 2nd biggest barrier.

Additional Consideration: start a “communication campaign” to alert the community about this new option…

Over time, see if recorded sessions are used and if they address the time and availability issue

If so, determine whether to expand to other course offerings

Helping Community Understand

Connecting Dots? Community may or may not realize all the capabilities exist. For instance, VHA and VACO have lower ratings for “training needs identified” than VBA. Is it possible that VBA does more outreach and/or personnel use competency assessments and eIDPs more frequently?

Finding out more!

Additional analysis may be able to determine whether there is a correlation between using competency assessments and knowing your training needs.

Strengthening communication campaign to alert community of these additional capabilities may enhance understanding (but could make some of the other barriers (e.g., classes already full) even more challenging.

Low-cost ideas: start a “communication campaign” to help community:

Know about full spectrum of capabilities, tools, etc.

Present capabilities to VISN leadership and give them tools to inform their teams Create a working forum to better understand whether HR Academy and the broader organization can help the community feel like a “better fit” for VA (would adding messaging to all offerings help or is there an underlying issue that needs resolved or is it something else?)