Client Services Training Review – Department of Veterans’ Affairs

[NB: summary copied from Jobs master]

Prompted by the Senate inquiry, The Constant Battle: Suicide by Veterans, which highlighted the need for all Department of Veterans’ Affairs (DVA) staff interacting with veterans to have appropriate up-to-date training, DVA engaged HMA to conduct a review of their training programs and investigate how DVA might better support staff, particularly those working with veterans. This involved:

• conducting a situation analysis, including a literature scan
• stakeholder consultation with DVA branch and division heads
• facilitation of focus groups with DVA client services staff
• review of training program content against identified core competencies
• analysis of training attendance data of face-to-face and online learning programs, and
• gap analysis of key competencies and learning and development activities.

This project was completed in November 2018.