Tier One Certificate Program FAQ

Tier One Certificate Program

• What is the Tier One program?

  The Tier One program is minimum training for all frontline staff. Staff members who work with workforce customers must complete Tier One within their first year of hire.

• Are there any periods of time that we should not administer the exam?

  The only time the exam should not be administered is a time that the system is being updated.  Notice regarding the update goes out at least one week in advance, allowing Local Workforce Development Boards (LWDBs) time to plan.

• Are there any materials that can help the staff member study?

  Worksheets were created and attached to the first lesson of each section. For example, the first Customer Service lesson has a “Test Prep Questions” button on the first slide/page. The learner should press the button, download the worksheet, and print or save the worksheet. While completing the Customer Service materials filling out the worksheet as he/she progresses, the Test Prep Questions guide the learner to what is on the test.

• How long does the staff member have to complete the Tier One materials?

  The staff member has one year from his/her date of hire to complete all of the materials, take the exam and pass the exam. This information can be found in Administrative Policy Number 92.

• What if the person has not taken the Tier One training through Dynamic Works?

  If the learner passed Tier One through Dynamic Works’ training program, the learner does not have to complete Tier One through the Adobe Connect Learning Management System but must be able to prove that she/he completed the training and passed the exam.  The LWDB, however, may require the learner to complete the new Tier One program.

• I was on the quiz page and went back within the presentation to find the answer. I then went back to the quiz page and selected the answer but it would not let me submit the answer. Why not?

  The quiz is “testing” how much you have learned about the Tier One materials.  The goal is to practice testing after reviewing the materials. Once you are on the quiz page in a lesson, you must answer the question. If you leave the quiz page to go back to a previous slide and then return to the quiz page, the system will not allow you to submit an answer for that question.

• How will I know if my staff member is ready to take the test?

  We recommend that you speak to the learner directly.  The learner can print his/her status from the Adobe Connect Learning Management System. A report or review can be requested by sending his/her name and email address to WFSTraining@deo.myflorida.com. Please note that it takes more than completing the Tier One materials in the system to “be ready” to take the exam. Make sure to talk to your learner and make sure they have prepared to take the exam.

• I was taking the Tier One Certificate Exam when I answered a question and selected the “Submit” button. I later went back and tried to change the answer, but the system would not let me change the answer.

  Once you answer the question and select the “Submit” button, the answer is recorded and cannot be changed. If you want to wait on answering question, skip to the next slide. You can go back later: make sure you go back to the unanswered question before you answer the last question, or you will not be able to go back to the question you did not answer. The unanswered question will count against you.

• How do I register a learner to take the Tier One Certificate Exam?

  Fill out the appropriate form: the Tier One Certificate Exam Request Form. Send the completed form to WFSTraining@deo.myflorida.com.

• What does the Tier One Monthly Curriculum Report show?

  First, the report shows you how many staff members are enrolled in the Tier One program. The first section (second page) shows the number of completers, the number who need to complete courses but have started reviewing materials (in progress), and the number who are enrolled but have not started reviewing the materials (not taken).

  The second section of the report provides you with more detail about each enrolled learner. The report provides the status, registration date and last access date for each learner. This report is important because it tells you

  • If the learner has been registered for a long time but has never accessed the system.

     

  • If the learner has been registered for a long time but has not completed any of the courses.

     

  • If the learner started strong but has not accessed the system in a long time.

  The last section of the report provides detailed data about each staff member, which is very important. The data includes the name of the course, the last date the staff member logged in and reviewed the materials, the quiz score, the expected time it takes to complete the materials, and the amount of time the staff member spent actually reviewing the materials.  This information is important because it helps the Training Coordinator consider whether the staff member zoomed through the materials by skipping slides or if the staff member is leaving the materials open while doing other work.

• I was on a page in the Tier One training. I got distracted, but I came back to the training later. It would not let me enter an answer to the quiz. What happened?

  You were away too long. If you are going to do something else or walk away for longer than 20 minutes, please log off.  Once you start a quiz, we recommend you finish it. You may be required to start the quiz over if you leave in the middle of the training/quiz.

• Is there any order in which the materials must be completed?

  Unlike the materials in the Training Catalog, the materials in the Tier One program are ordered as a curriculum.  Each session has a listed set of pre-requisites. For example, you must complete The History and Structure of the Workforce Development System before you can take Customer Service. You will know the order because the materials are ordered and provide a list of pre-requisites on the screen.

• How do I know if I have completed the lesson in Tier One?

  The green button you use to enter the lesson everyday will change.  The green button will say “Review” instead of “Open” or “Continue.”  Once the green button says “Review,” you are in review mode for that specific training. This means that you can answer quiz questions, but the system will not record those answers. It retains the answers and score of your passing attempt. Note: if you do not pass the course, you can still complete the course and take the quiz again, and it should record your scores.

• A staff member was just hired. (S)He previously worked in another region. We want this staff member’s information moved to our region, so he can take classes and get credit. What do we do?

  Fill out the Adobe Connect Access Request Form. On the form, there is a feature to indicate the learner is already in the system and has transferred from another region. This will guide us to update the learner’s information instead of creating a new profile.

• What is the Training Catalog?

  The Training Catalog houses system training on various topics, including Tier Two.  Unlike registered for Tier One, staff can self-register to complete training using the Training Catalog.

• Are there any classes in the Adobe Connect’s Training Catalog?

  There are lessons in the Adobe Connect’s Training Catalog.  There is a variety of lessons using Adobe Connect’s Training Catalog. There are lessons on using Employ Florida. There are also lessons on multiple programs (e.g. WT, SNAP, WP, etc.) under the Tier Two title. The goal of Tier Two is to provide information to frontline staff. We are working to put more classes in the internet-based system’s Training Catalog.

• We have hired a manager who does not interact with customers. He is not a frontline staff member. Since we are not enrolling this staff member in Tier One, do we still need to enroll this staff member in the Adobe Connect Learning Management System.

  Yes.  CareerSource Florida and the Florida Department of Economic Opportunity (DEO) deploys materials to all Local Workforce Development Boards (LWDBs). We want all LWDBs to be active and up to date in the learning management system, so we can deploy materials to all staff seamlessly.

• How long does it take for staff to get their new user name and password combination?

  The staff member will not get their username and password combination directly from us. Because each Local Workforce Development Board (LWDB) wants to channel communication differently, we have chosen to communicate to staff through the Training Coordinators. We will create a profile within 3 working days and send the username and password combination to the Training Coordinators. The Training Coordinators are responsible for passing down this information to staff members along with local expectations for completing the training, study materials, and timelines for completing all work.