Prepared by: Rock Creek Strategic Marketing Date: May 22, 2014 USDA SNAP QC Training Concept Ideas Report

USDA SNAP QC Training | MAY 22 2 Discovery Findings Report Table of Contents 03 Phase 2 // Concept 04 Brainstorm 05 Training Solutions Overview 08 Concept #1: Training Solutions Blueprint 11 Concept #2: “A Day in the Life of an Eligibility Worker” 14 Concept #3: “The Driver’s Exam” Web-based Training 17 Concept #4: Professional Skills Foundation 20 Concept #5: Policy Updates Broadcast 23 Concept #6: SNAP QC Systems Training 26 Concept #7: “We are SNAP QC” Community Engagement 29 Concept #8: “The Spot” Resource Repository 32 Concept #9: “310 SNAP Genius” 38 Concept #10: Region Training Toolkit 41 Key Concepts Map 42 Prototyping Preview 44 Next Steps ! 45 Appendix // Concept

USDA SNAP QC Training | MAY 22 3 Phase 2 // Concept

USDA SNAP QC Training | MAY 22 4 Phase 2 // Concept Brainstorm

USDA SNAP QC Training | MAY 22 5 Phase 2 // Concept Brainstorm

USDA SNAP QC Training | MAY 22 6 Phase 2 // Concept Training Solutions Overview REGIONAL 1 NATIONAL 9 Key Concepts 10

USDA SNAP QC Training | MAY 22 7 Phase 2 // Concept Training Solutions Overview Scalable Solutions (relative to the key concept): Key Concepts 10 Low (e.g., existing solution with some modifications, lower-tech solutions) Moderate (e.g., new, moderate effort; solution involves more technology) High (e.g., new, bigger effort; higher-tech solutions)

USDA SNAP QC Training | MAY 22 8 Phase 2 // Concept Concept #1: Training Solutions Blueprint To provide QC staff members with a comprehensive training framework or “blueprint” to guide and support their success as a team member. The framework will consist of three parts including: initial training, continuous training, and a training support for all QC staff. Initial training will focus on the basic knowledge needed; continuous training efforts will focus on ongoing training; and training support will include materials and methods to support the staff in order to do their work. Purpose: Idea:

USDA SNAP QC Training | MAY 22 9 Phase 2 // Concept Concept #1: Training Solutions Blueprint To provide QC staff members with a comprehensive training framework or “blueprint” to guide and support their success as a team member. Purpose: Details • Audiences: all QC staff • Applicable Insights: 2, 3, 5 • Strategy: traditional • Level of Effort: low • Prototype: prototyping some of the other key concepts Content • Initial training (basic knowledge needed) • Continuous training (ongoing training) • Training support (solutions to complement the overall training solution to assist QC staff effectively perform their job) Delivery Methods • Moderate: establishing and intranet to support the entire training solution effort • Low: integrating solution into PartnerWeb FEATURES

1. Training Support Solution USDA SNAP QC Training | MAY 22 10 Phase 2 // Concept Training Solutions Blueprint Initial Training Solution Continuous Training Solution

USDA SNAP QC Training | MAY 22 11 Phase 2 // Concept Training Solutions Blueprint 2. “SNAP 101” Course 1. Training Support Solution Initial Training Solution Continuous Training Solution

USDA SNAP QC Training | MAY 22 12 Phase 2 // Concept Concept #2: “A Day in the Life of an Eligibility Worker” To provide new Program Specialists with the basic SNAP background, i.e., “SNAP 101.” This self-paced course walks new Program Specialists through the basics of SNAP as they shadow an eligibility worker and a family seeking SNAP benefits. The course is divided into smaller, digestible lessons. In each lesson, Specialists learn about SNAP and the process with reviewing SNAP applications. Throughout the course, users take short knowledge checks; and at the end they take a cumulative knowledge assessment. Purpose: Idea:

USDA SNAP QC Training | MAY 22 13 Phase 2 // Concept Concept #2: “A Day in the Life of an Eligibility Worker” Details • Audiences: new Specialists (primary), current Specialists (secondary) • Applicable Insights: 1, 3, 5 • Strategy: moderate • Level of Effort: high • Prototype: one lesson with some knowledge reviews and a final assessment Content • Self-directed, Web-based training course • Basic information about SNAP and the application process • Insight on how the SNAP review process applies to Program Specialists • Realistic examples • Knowledge reviews throughout and a final assessment at the end Delivery Methods • High: embedded videos to support the scenario; “choose your own adventure” style learning • Moderate: animations to support the scenario; linear scenario • Low: combination of images, avatars, and text to support a linear scenario FEATURES Purpose: To provide new Program Specialists with the basic SNAP background, i.e., “SNAP 101.”

USDA SNAP QC Training | MAY 22 14 Phase 2 // Concept Training Solutions Blueprint 2. “SNAP 101” Course 1. Training Support Solution Initial Training Solution 3. “Driver’s Exam” Course Continuous Training Solution

USDA SNAP QC Training | MAY 22 15 Phase 2 // Concept Concept #3: “The Driver’s Exam” Web-based Training To provide new Program Specialists with the basics of SNAP QC, which includes foundational knowledge of the policy and the department, as well as practical knowledge on how to perform their work. This is a self-paced course, which is broken out into smaller, digestible lessons. In each lesson, Specialists learn information they need to perform their work, see examples, and practice what they’ve learned. At the end of the course, Specialists will review a complete case on their own as a knowledge assessment. Purpose: Idea:

USDA SNAP QC Training | MAY 22 16 Phase 2 // Concept Concept #3: “The Driver’s Exam” Web-based Training Details • Audiences: new Specialists (primary), current Specialists (secondary) • Applicable Insights: 1, 3, 5 • Strategy: innovative • Level of Effort: high • Examples: the process of getting a driver’s license • Prototype: sample topic in a lesson, part of a real case Content • Self-directed, Web-based training • Basics of SNAP QC: types of cases, how to review cases • Insight on being an effective Program Specialist • Access to tools and cheat sheets • Realistic examples • Knowledge reviews throughout • Final case at the end to complete Delivery Methods • High: embedded videos to support the scenario • Moderate: animations to support the scenario • Low: combination of images, avatars, and text to support the scenario • Scalable cases: multiple cases to practice and review, varying difficulty of cases To provide new Program Specialists with the basics of SNAP QC, which includes foundational knowledge of the policy and the department, as well as practical knowledge on how to perform their work. Purpose: FEATURES

USDA SNAP QC Training | MAY 22 17 Phase 2 // Concept Training Solutions Blueprint 2. “SNAP 101” Course 1. Training Support Solution Initial Training Solution 3. “Driver’s Exam” Course 4. Professional Skills Foundation Continuous Training Solution

USDA SNAP QC Training | MAY 22 18 Phase 2 // Concept Concept #4: Professional Skills Foundation To provide Program Specialists with basic professional skills needed to perform the job. This is a series of self-paced, web-based courses to include: writing, grammar, and time management skills. New Program Specialists would take these courses and have access to supplemental resources tailored to their work. Purpose: Idea:

USDA SNAP QC Training | MAY 22 19 Phase 2 // Concept Concept #4: Professional Skills Foundation To provide Program Specialists with basic professional skills needed to perform the job. Purpose: Details • Audiences: new Specialists (primary), current Specialists (secondary) • Applicable Insights: 1, 3, 5 • Strategy: traditional • Level of Effort: low • Examples: basic courses on AgLearn • Prototype: sample topic in a lesson, sample disagree template Content • Self-directed, Web-based training • Basics of writing, grammar, time management, and other relevant skills • Supplemental quick reference guides (QRG) or templates tailored to review tasks (e.g., template for writing a disagree letter) Delivery Methods • High: customized, web-based training courses using videos or animations, interactive exercises • Moderate: customized, web- based training courses that are text and image based • Low: selected courses from AgLearn • Scalable supplemental materials: QRG/template for depending on priorities; PDF, word document, or web-based template FEATURES

USDA SNAP QC Training | MAY 22 20 Phase 2 // Concept Training Solutions Blueprint 2. “SNAP 101” Course 1. Training Support Solution Initial Training Solution 3. “Driver’s Exam” Course 4. Professional Skills Foundation 5. Policy Updates Broadcast Continuous Training Solution

USDA SNAP QC Training | MAY 22 21 Phase 2 // Concept Concept #5: Policy Updates Broadcast To provide QC staff with background information and practical guidance on policy updates. Policy updates would be sent out in a broadcast to QC staff, where the National Office would present the changes and provide a quick reference guide on what the policy update is, what it means, how to apply it, and some examples. Purpose: Idea:

USDA SNAP QC Training | MAY 22 22 Phase 2 // Concept Concept #5: Policy Updates Broadcast To provide QC staff with background information and practical guidance on policy updates. Purpose: FEATURES Details • Audiences: all QC staff • Applicable Insights: 3, 4, 5 • Strategy: moderate • Level of Effort: low • Examples: talking head videos on YouTube • Prototype: a video and supporting content for a policy update (web- based) Content • Self-accessed solution • Information about policy change • “What is new?” • “What is the change?” • “What does this mean for reviews?” • “What is the timeline?” • How this information should be interpreted • Examples of the policy being applied Delivery Methods • High: short “talking head” informational video with documentation on the policy as web-based content • Moderate: short “talking head” informational video with documentation as a PDF

USDA SNAP QC Training | MAY 22 23 Phase 2 // Concept Training Solutions Blueprint 2. “SNAP 101” Course 1. Training Support Solution Initial Training Solution 3. “Driver’s Exam” Course 4. Professional Skills Foundation 5. Policy Updates Broadcast Continuous Training Solution 6. SNAP QC Systems Training

USDA SNAP QC Training | MAY 22 24 Phase 2 // Concept Concept #6: SNAP QC Systems Training To provide Program Specialists with SNAP QC systems training on an as-needed basis. This is a self-paced course walking users through the system – what it’s for, how to use it, and so on. This information would be presented as a screencast (i.e., a recording of a computer screen). The instruction would be supplemented with cheat sheets and quick reference guides. Purpose: Idea:

USDA SNAP QC Training | MAY 22 25 Phase 2 // Concept Concept #6: SNAP QC Systems Training To provide Program Specialists with SNAP QC systems training on an as-needed basis. Purpose: FEATURES Details • Audiences: all QC staff • Applicable Insights: 1, 3, 4, 5 • Strategy: moderate • Level of Effort: high • Examples: software training on Lynda.com • Prototype: a screencast of an existing system (one topic in a lesson) Content • Self-paced, Web-based training • Information about the system: • What the system is for, what it does • How to use the system • Realistic examples • Knowledge reviews throughout and a final assessment at the end Delivery Methods • High: screencast training with embedded “try it” exercises and a scenario-based final assessment • Moderate: screencast training with standard multiple-choice knowledge reviews and final assessment • Low: combination of images and text for content with knowledge reviews and final assessment • Scalable supplemental materials: QRGs or cheat sheets depending on priorities

USDA SNAP QC Training | MAY 22 26 Phase 2 // Concept Training Solutions Blueprint 2. “SNAP 101” Course 1. Training Support Solution Initial Training Solution 3. “Driver’s Exam” Course 4. Professional Skills Foundation 5. Policy Updates Broadcast Continuous Training Solution 6. SNAP QC Systems Training 7. “We are SNAP QC” Engagement

USDA SNAP QC Training | MAY 22 27 Phase 2 // Concept Concept #7: “We are SNAP QC” Community Engagement To offer a healthy channel of communication between QC staff with the different regions and the National Office. This concept would provide the opportunity for staff in the various regions to communicate with other regions and the national office in a healthy and supportive manner. Possible channels could include quarterly Google Hangouts, online discussion forums, the National Office visiting regional offices, annual conferences for QC coordinators, and so on. Increasing community engagement could also include morale boosters such as awards like “Program Specialist of the Quarter.” Purpose: Idea:

USDA SNAP QC Training | MAY 22 28 Phase 2 // Concept Concept #7: “We are SNAP QC” Community Engagement To offer a healthy channel of communication between QC staff with the different regions and the National Office. Purpose: FEATURES Details • Audiences: all QC staff • Applicable Insights: 4 • Strategy: innovative • Level of Effort: high • Examples: Townhall style Google Hangouts • Prototype: a Google Hangout with National Office and regional staff Content • Platform to show that the National Office cares about the regional staff • Platform to connect regional staff to one another and to the National office • Morale boosters such as staff recognition Delivery Methods • High: visiting each regional office once a year, annual conferences for QC coordinators • Moderate: quarterly Google Hangouts, online discussion forums • Low: staff recognition - Program Specialist of the Month/Quarter, work accomplishments • Blended solutions: any of these can be done in combination with one another

USDA SNAP QC Training | MAY 22 29 Phase 2 // Concept Training Solutions Blueprint 2. “SNAP 101” Course 1. Training Support Solution Initial Training Solution 3. “Driver’s Exam” Course 4. Professional Skills Foundation 5. Policy Updates Broadcast Continuous Training Solution 6. SNAP QC Systems Training 7. “We are SNAP QC” Engagement 8. “The Spot” Repository

USDA SNAP QC Training | MAY 22 30 Phase 2 // Concept Concept #8: “The Spot” Resource Repository To offer one centralized location for all training (access to courses, broadcasts, and so on) and work-related resources (quick reference guides, templates, and so on). This repository would be the one location where all of the training and resources would reside. Having one location to access the materials would prevent version control issues, confusion with materials, and increase self-reliance. The repository would also have a governance plan in place to help maintain its integrity. Purpose: Idea:

USDA SNAP QC Training | MAY 22 31 Phase 2 // Concept Concept #8: “The Spot” Resource Repository To offer one centralized location for all training (access to courses, broadcasts, and so on) and work-related resources (quick reference guides, templates, and so on). Purpose: FEATURES Details • Audiences: all QC staff • Applicable Insights: 3, 4, 5 • Strategy: traditional • Level of Effort: moderate • Examples: FederalRegister.gov • Prototype: repository navigation model (architecture), a small portion of content accessed and edited in a CMS Content • Access to all training solutions, materials, QRGs, cheat sheets, policy update broadcasts, and other notices • Easy access to current materials • Governance and archiving plan for version control Delivery Methods • High: using a CMS, such as Drupal, that is easy to use and maintain for housing content • Low: re-architecting the SNAP QC portion of PartnerWeb to optimize its potential

USDA SNAP QC Training | MAY 22 32 Phase 2 // Concept Training Solutions Blueprint 2. “SNAP 101” Course 1. Training Support Solution Initial Training Solution 3. “Driver’s Exam” Course 4. Professional Skills Foundation 5. Policy Updates Broadcast Continuous Training Solution 6. SNAP QC Systems Training 7. “We are SNAP QC” Engagement 8. “The Spot” Repository 9. “310 SNAP Genius”

USDA SNAP QC Training | MAY 22 33 Phase 2 // Concept Concept #9: “310 SNAP Genius” To offer Program Specialists with a “Cliff Notes” version of the 310 that’s easy to understand. This is a web-based tool that not only displays the 310 Handbook in its original form, but also contains plain-English interpretations, definitions of terms, and links relevant resources in the repository. Purpose: Idea:

USDA SNAP QC Training | MAY 22 34 Phase 2 // Concept Concept #9: “310 SNAP Genius” To offer Program Specialists with a “Cliff Notes” version of the 310 that’s easy to understand. Purpose: FEATURES Details • Audiences: new Specialists (primary), current Specialists (secondary) • Applicable Insights: 1, 3, 4 • Strategy: innovative • Level of Effort: high • Examples: GSA’s regulations on rapgenius.com • Prototype: a portion of a frequently accessed section of the handbook entered on rapgenius.com Content • 310 Handbook contents • Plain-English interpretations to sections of the handbook for added clarification • Definitions of terminology • Links to relevant resources Delivery Methods • High: incorporating a Rap Genius solution in an existing solution (e.g., the wiki); creating a custom Rap Genius solution; moderated crowd- sourced content; interactive features (voting, ranking, etc.) • Moderate: using Rap Genius to support this solution; curated content by the National Office • Low: n/a

USDA SNAP QC Training | MAY 22 35

USDA SNAP QC Training | MAY 22 36 Phase 2 // Concept Training Solutions Overview REGIONAL NATIONAL 1 9 Key Concepts 10

USDA SNAP QC Training | MAY 22 37 Phase 2 // Concept Concept #10: Region Training Toolkit To offer QC Coordinators a toolkit to create custom-tailored training for their region. This toolkit would serve as a framework for QC Coordinators to facilitate training new and current staff on the nuances of QC review work at the regional and state levels. Items such as guidance on the basics of training (e.g., how to set objectives, assess learning, and so on), training templates, cheat sheet/quick reference templates, and so on would be included in this toolkit. Having an easy to apply blueprint will empower the QC Coordinators to effectively create meaningful training. Purpose: Idea:

USDA SNAP QC Training | MAY 22 38 Phase 2 // Concept Concept #10: Region Training Toolkit To offer QC Coordinators a toolkit to create custom-tailored training for their region. Purpose: FEATURES Details • Audiences: QC Coordinators • Applicable Insights: 3, 4, 5 • Strategy: traditional • Level of Effort: moderate • Prototype: partial section of toolkit manual and some supporting templates Content • Basic information on how to provide great training • Templates to create support training materials (e.g., cheat sheets, QRGs, presentation decks) Delivery Methods • High: Web-based training, full-suite of supporting templates • Moderate: toolkit manual as web- based content, most of the supporting templates • Low: toolkit manual as a PDF, supporting templates of highest priority

USDA SNAP QC Training | MAY 22 39 Phase 2 // Concept Key Concepts Map STRATEGY LEVEL OF EFFORT high low traditional (low risk) innovative (high risk) Professional Skills Foundation 4 Policy Updates Broadcast 5 SNAP QC Systems Training 6 “The Spot” Repository 8 “310 SNAP Genius” 9 Regional Training Toolkit 10 Training Support Solution 1 “SNAP 101” Course 2 “Driver’s Exam” Course 3 “We Are SNAP QC” Engagement 7 Level of effort is determined by the highest delivery effort and compared amongst all the key concepts

Policy Updates Broadcast 5 “The Spot” Repository 8 “310 SNAP Genius” 9 “Driver’s Exam” Course 3 USDA SNAP QC Training | MAY 22 40 Phase 2 // Concept Prototyping Preview STRATEGY LEVEL OF EFFORT high low traditional (low risk) innovative (high risk) Professional Skills Foundation 4 Policy Updates Broadcast 5 SNAP QC Systems Training 6 “The Spot” Repository 8 “310 SNAP Genius” 9 Regional Training Toolkit 10 Training Support Solution 1 “SNAP 101” Course 2 “Driver’s Exam” Course 3 “We Are SNAP QC” Engagement 7 Level of effort is determined by the highest delivery effort and compared amongst all the key concepts

USDA SNAP QC Training | MAY 22 41 Phase 2 // Concept Prototyping Preview 3: “Driver’s Exam” Course: Sample topic in a lesson, part of a real case 5: Policy Updates Broadcast: a video and supporting content for a policy update (web-based) 8: “The Spot Repository: repository navigation model (architecture), a small portion of content accessed and edited in a CMS 9: “310 SNAP Genius”: a portion of a frequently accessed section of the handbook entered on rapgenius.com

USDA SNAP QC Training | MAY 22 42 Phase 2 // Concept Next Steps • Begin the prototyping process - sketching, wireframing, developing, and so on • Obtain information from subject matter experts • Identify potential opportunities as well as users to test the prototypes • Setting targets on the timeline

USDA SNAP QC Training | MAY 22 43 Appendix // Concept

USDA SNAP QC Training | MAY 22 44 Phase 2 // Concept Index of Brainstorm Ideas Supporting Resources • PDFs • Top SNAP Trends "cheat sheet" • Tri-folds • Cheat sheets • Reference Guides • Quick reference guides to trends • Flip books • Dive slates • Quick reference card w/ elements, etc. • iPad Reference • App for iPad w/ step by step training • Step by step manual (like building furniture) • One-stop shopping like Amazon.com - (search [term] or by category) • Book at your own pace - tests per chapter • Interactive SOPs • e-books - download sections/chunks, chapters short, specific • Gamify the learning "fun" • Sample cases made into a game • Quick reference guide - for computer based stuff Framework • Set "road map" for training • AgLearn - add road map for all levels of QC • Blended learning solutions - combine different tools • Learning methods: read, watch, practice • Combined training with state and federal levels • Syllabus of what will be covered Discussion/Interaction • Training recognition program • Bonuses for doing well in training quizzes • Discussion forums for QCC • Using PartnerWeb as a way to find other people in regions • "First team" - all "levels" communicate with each other regularly • Social Media Training / Meetups (Hangouts/ Web) • Google Hangouts to ask Questions • Helpdesk - 1-on-1 support • Weekly refresher sessions • Re-think the PartnerWeb with a Helpdesk • In-Person Solutions • Annual QC Conference • Half-day SNAP basics training 310 Handbook Tool • 310 reference like the CFPB eRegs site (regulation, plain language, link to resources, searchable) • Rap Genius • "Cliff Notes" of 310 • HTML, searchable 310 • "living" policy page on PartnerWeb with alerts Videos • YouTube videos • Videos (Can be from PPT slides) • Video recorded training • YouTube Channel (private?) • Experienced QC'rs give advice on YouTube AgLearn • Utilize AgLearn - slides, text, interactive training • AgLearn - in increasing steps/levels Evaluation • Quizzes/tests • Online quizzes • Multiple-choice quizzes - self-paced Online Learning • Mock Case Study • Into the Fire! (Cases) • Video scenario (animation) • SNAP 101 - web-based training modules • Help system (like in software) • Create "brand" standards for grammar/style on PartnerWeb • Online workbook • Everyone review the same cases together on a website • Use stories with sample families • Craftsy.com - videos w/ Q&A, note taking • Interactive sample cases with answers and explanations • Lynda.com type tutorials • "Driver's exam" concept