National RTAP needed to update their existing training for schedulers and dispatchers to:

• Highlight changes in the current role of technology and current technology solutions and best practices.
• Demonstrate how to elevate and optimize customer service communications.
• Provide a greater emphasis on the Americans with Disabilities (ADA) Act.

The final training provided a blended learning approach that includes a manual, workshop materials, and an interactive eLearning module. These assets are used to help new staff get up to speed as well as be beneficial as a refresher for schedulers, dispatchers and managers of all experience levels.

The opening screen from the eLearning module.

A sample screen from the eLearning module.