Training Volunteers

CLIENT: National Charity: insurance products ... user-friendly ... increase confidence ... easy-to-read booklet in Open Learning style ... comprehensive and concise.

One of the charity's activities was to provide its own insurance products to its clients and members of the public. The charity was concerned that all its volunteers, as well as paid staff, should be both competent and compliant in their involvement with these products.

Existing training was seen as daunting, unnecessarily technical and difficult to understand. Members of the Hiltrain team were asked to produce training that was more user-friendly and would increase the confidence of volunteers in particular, while providing the necessary competence.

We produced an easy-to-read booklet in Open Learning style that led the readers through the situations they were likely to encounter, encouraging them to think about their responses. The booklet managed to be both comprehensive and concise, omitting all unnecessary technical detail and jargon. It proved to be a great success with the volunteers and was shown to be effective in influencing the way they introduced the products.