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Rescue Rooter Technician Training Program
Challenge:
Create a national program to help people down the drain
Ever wonder how drain cleaners learn their magic? Some attend schools; others apprentice or learn on the job. But it takes time and patience for people to learn these skills, so if you're an employer, you want efficient training. And chances are you also want to know if your teaching will pay off, or if your investment will be flushed.
These are the needs Rescue Rooter brought to us. The company needed an effective program to train new-hires in 26 locations nationwide. It also didn’t want to waste time and money training people who might not stay.
Solution:
A precursor “pre-course” and an ongoing training program
Our first goal was to “plumb the plumbers,” to ensure that only the truly committed received training. To do this, we developed a two-phase training course.
Phase one was a “pre-course” to identify who really wanted to continue. For the first three days, participants completed basic self-paced modules and accompanied drain cleaners to observe them at work. If all went well and they were still interested, they were enrolled in the second phase — a comprehensive four-week training program. The dropout rate from the first to second phase was notable, which allowed the company peace of mind in knowing that those who stayed were committed.
We created measurable objectives for this training, developed the instructional design, and wrote the modules. We then conducted a job task analysis by taking people who were unfamiliar in performing the tasks and asking them to follow the instructions. Once we knew the modules were clear enough to train the uninitiated, we put the modules together and pilot-tested the training.
When the program was ready, we trained the trainers in a three-day workshop. The program then rolled out, and remained in place for years.
    
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