Case 05 / 06 Frontline learning

Defining what each frontline role needed

A role-based learning plan built from the different needs of frontline teams.

Challenge

Frontline roles had different responsibilities, gaps, and learning needs. The existing programme did not distinguish those differences clearly enough.

Response

Ran focus groups with business and frontline teams, examined each role, and separated the needs everyone shared from those that were role-specific.

Built

A learning plan covering shared topics, role-specific priorities, learning journeys, expected outcomes, progression, and the data needed to support the programme.

Result

The team could see what each role needed to do, what the learning should support, and how the parts of the programme should connect.