03 Mar Tusla Complaints Handling project shortlisted for IITD Award

Tusla Child and Family Agency partnered with The Learning Rooms to design and deliver “Best Practice in Complaints Handling in Tusla” an innovative digital learning project.

The project has been shortlisted by the Irish Institute of Training & Development (IITD) National Training Awards 2020 in the category for ‘Excellence in Digital Learning.’

The Excellence in Digital Learning award aims to recognise an outstanding and innovative initiative which includes any type of learning that is facilitated by technology or by instructional practice that makes effective use of technology.

The project was the first digital learning resource developed by the Service Experience & Feedback (SEF) team. Rather than simply providing content, the project uses modern instructional design techniques to engage staff and to design a fully interactive and immersive learning experience. Using examples written specific to Tusla, the learning content was delivered through a range of questioning, scenarios and exercises to create a course that enables staff to apply their knowledge and understanding to the diverse range of situations they may encounter during their day to day work.

The key deliverable of the project was an engaging and focused eLearning course built using Articulate Storyline 360. It provided the following:

• Multimedia rich, highly interactive, learning experience
• Bespoke, user friendly, modern interface
• Welcome message from the department Director
• Followed a learning by doing methodology
• Content aligned to on-the-job competencies
• Realistic scenario-based learning
• Elements of gamification
• Knowledge checks throughout with corrective/positive reinforcement feedback
• Summative assessment.

The next stage of the awards is for shortlisted organisations to make a presentation to the Judging Panel to discuss their submission in greater detail.

The panel of judges will comprise some of Ireland top L&D Professionals working in leading organisations.

Winners of each award category for the 22nd Annual IITD National Training Awards will be announced at the gala dinner and awards ceremony on Friday 24th April, at Killashee Hotel, Naas.

About Tusla

Tusla was established on 1st January 2014 and is responsible for improving well-being and outcomes for children. Through a process of comprehensive reform of services for the development, welfare and protection of children and the support of families, it brought together over 4,000 staff previously employed within Children and Family Services of the HSE, the National Educational Welfare Board and the Family Support Agency. The Agency is comprised of the CEOs Office and seven Directorates; Operations, Legal, Finance, Transformation and Policy, Quality Assurance, Human Resources, ICT and services are delivered through 4 geographical areas (West, South, Dublin North East, Dublin Mid-Leinster).

Tusla’s 2020 business plan highlights that Tusla is committed to its continuous learning and quality improvement in the provision of services to the children and families. Listening to the people Tusla serves by ensuring their voices and perspective influence the development and provision of trustworthy services, with particular focus on feedback and complaints received through Tell Us, will continue to be a key priority for Tusla in 2020. One of Tusla’s business plan actions is to “Increase the Effectiveness and Accountability of Complaint handling in Tusla”(4.1.3). The plan specifically identifies the delivery of this training as one of its target outputs to demonstrate achievement of action 4.1.3.

The Tusla Service Experience and Feedback (SEF) Team support the management of all aspects of complaints and feedback nationally. It aims to improve how children, parents and carers experience their services. Tusla do this by listening to all perspectives, conveying this feedback to the services concerned. This informs changes and improvements which may be required in the way services are delivered and experienced. Additionally, this aims to also improve the experience of complaints handling for staff. tusla.ie

About IITD National Training Awards 2020

Now in its twenty-second year, the IITD National Training Awards is recognised as the premier Learning & Development event for industry. The purpose of the IITD National Training Awards is to promote excellence, best practice and innovation in Training and Learning & Development, and to highlight the importance of this area in today’s business climate. This demanding area of business is arguably the critical success factor for future growth and competitiveness for many organisations. Therefore, the role of those responsible for delivery and management of training is vital. For this reason it is absolutely right for the Learning & Development profession to have a cross industry national event to recognise, promote and honour excellence, professionalism and outstanding achievement. iitdawards.ie