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LESSON PLAN
Prairie Center
Basic Front Office Skills

Prepared By:  Bruce K. Barnard

Analyze Learners

General Characteristics
Learners are entry-level front office employees in a social service organization.  They have demonstrated a working knowledge of basic office skills including the operation of computer and office equipment.  They have also demonstrated an aptitude for working with diverse groups of people.  


Entry Characteristics
Prerequisite skills
Learners should have a working knowledge of computer operation including use of Internet Explorer.  Learners will have completed basic employee orientation and have a working knowledge of the programs and services offered at Prairie Center. 

Target skills
The target skills are agency specific front office skills.  Modules cover responses to requests for information and services, confidentiality issues, life safety, and program operation.  Entry-level employees will not have a comprehensive understanding of these skills.   

Attitudes
Learners are beginning a new job and are typically pleased to have an opportunity to acquire necessary information, improve skills, and demonstrate their value to the organization.


Learning Styles
The learning style of participants may vary.  However, in general employees drawn to this type of work are socially motivated and tend to prefer verbal/linguistic activities.  Lessons will be designed to appeal to a variety of learning styles. 



State the Objectives:

Learners who successfully complete the front office training will be able to explain the purpose of the Federal Confidentiality Guidelines (42.CFR) and be able to identify correct responses to requests for information based on a number of scenarios.  

Learners who successfully complete the front office training will be able to explain and demonstrate the front office responsibilities in a medical or psychiatric emergency, fire, inclement weather, and reporting criminal conduct.

Learners who successfully complete the front office training will be able to identify the 5 types of clients present in the facility.

Learners who successfully complete the front office training will be able explain the purpose of accountability logs and demonstrate proper logging of client calls and completion of sign in/out documentation.

Learners who successfully complete the front office training will be able to direct callers to the appropriate programs for emergencies, intake, federal programs, and treatment services.

Learners who successfully complete the front office training will demonstrate basic listening skills and public relations skills by responding to scenarios and role-plays appropriately.


Select Methods Media and Materials

Methods
Because employees need training immediately upon assuming their duties, the primary focus of the training is self-directed study. The program can be completed individually during the employees normal work hours.  The training will be supplemented with individual coaching and group discussion.

Media 
The lesson will be based on interactive instruction and testing using computer web technology.  Supplemental materials will include written references and outlines.  

Materials
Lessons may be completed at home using a standard computer with access to the Internet, web browser software, and written lesson materials. Lessons may also be completed at the employee’s workstation with access to all agency reference materials and guides.  Group discussion will require a standard classroom with access to flipcharts and comfortable seating. 



Utilize Materials

Supervisors responsible for overseeing the training will complete the self-directed study program and evaluation tools themselves prior to implementation.

Participants will be relieved of other duties during time designated for study so that they can concentrate of the lessons.  They will be working at their own workstations on computer equipment they will be using every day. 

An individual introductory session will be conducted with each participant outlining the goals of the material in terms of real and measurable employee performance standards and improved work performance.  Learners will be encouraged to request assistance from coworkers and supervisors as they work through the lessons.  Learners will have the opportunity to ask questions via email during the lessons.


Require Learner Participation

Initial Activities
The initial orientation to the lesson will provide learners an opportunity to set individual goals and prepare their “mission statement” for learning.  Lessons will ask learners to review materials and restate the material in their own words.  Learners may choose to review the materials and complete the activities at their own pace and in the order they choose. 


Follow Up Activities
During group meeting participants will have an opportunity to discuss the application of the materials to their work.  Role-plays will provide an opportunity to practice advanced skills and assist others through encouragement and feedback.


Evaluate and Revise

Learner Evaluation

Review tests, incorporated in the computer lesson, will evaluate participant’s knowledge of confidentiality guidelines, types of clients, and procedures.  Supervisors will evaluate responses to requests for information and direction of callers.  Written evaluations using scenarios will evaluate a learner’s ability to accurately complete call logs and other documentation.  Supervisors will evaluate learner’s performance during fire and emergency drills. 


Methods and Media Evaluation

Both supervisors and learners will have an opportunity to provide feedback on materials, media, and presentation.  Subsequent changes in the materials can be evaluated based on learner’s performance on evaluation tests. 

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