ALCO Empowers Maintenance Teams With Interplay Learning
ALCO Management, a Memphis-based property management company, implemented Interplay Learning in January 2023 to enhance their maintenance training by creating customized learning paths for new and existing employees—addressing skill gaps through targeted technical training and dedicated learning time—to improve workforce capabilities amid labor shortages.
ALCO Management is a property management company based in Memphis, TN, with over 40 years of experience and more than 6,000 apartment homes under management across nine states. Ebonye Edwards, Director of Learning and Development at ALCO, shared insights into implementing Interplay Learning into their maintenance training program to drive adoption and transform technical training.
Planning and Setting the Stage for Learning
ALCO began using Interplay Learning in January 2023, purchasing 70 seats for their maintenance workforce. Previously, ALCO only offered safety courses through their Learning Management System (LMS) and lacked a formal technical training program. The labor shortage highlighted the need to train technicians without prior experience and to address the varying skill sets among existing staff.
To customize the learning experience, ALCO sent Interplay their top 20 work orders to identify the most common maintenance tasks. Two learning paths were created: one for new employees and one for existing employees. The 'new' category included those who joined after January 1, 2022, focusing on a standardized foundation for maintenance requests. The 'existing' category included those who joined before that date and emphasized personalized skills gap assessments for targeted training.
Expectations for Training
New Employees
New employees, regardless of prior experience, were expected to complete the safety path within their first 90 days. Afterward, they moved on to the Entry Tech Basics learning path, covering common work orders. New hires were given three uninterrupted hours each week for learning during their first 90 days, with community managers encouraged to set dedicated times for professional development.
Existing Employees
Existing employees, including maintenance leads and assistants, were given three skills assessments in HVAC, plumbing, and electrical. Based on assessment results, a customized learning path was generated to address specific needs. The expectation was to dedicate at least one hour per week to a course, assessment, or simulation. Regional property managers reinforced these expectations, and property managers worked with maintenance staff to determine suitable learning times.
Implementation and Adoption
Implementing a new training initiative was challenging, especially with maintenance teams often on-site and away from computers. ALCO took several steps to ensure success:
Newsletters and Email Campaigns
Maintenance leads and assistants received internal newsletters introducing Interplay Learning and its benefits. Informational sessions and live demos were organized to provide firsthand experience. An email countdown leading up to implementation built excitement, though initial attendance was lower than expected, prompting increased communication efforts.
Shout Outs and Internal Testimonial Videos
Weekly shout-out emails recognized and celebrated learners, with achievements shared up to the CEO level. Internal testimonial videos featured employees who benefited from Interplay Learning, sharing personal stories of growth and development to inspire others.
Mentorship Programs and Advocacy
ALCO's mentorship program paired new maintenance leads with experienced mentors, fostering a supportive learning environment. Tenured team members engaged with Interplay Learning to benchmark their skills. The new Director of Maintenance visited properties, promoted the platform, and addressed staff concerns, playing a key advocacy role.
Training Incentives
To motivate participation, ALCO introduced a rewards shop in their LMS. Employees earned points for completing courses and assessments, redeemable for prizes ranging from branded merchandise and gift cards to electronics. A training competition was planned for Learning and Development Month to further encourage engagement.
Future Goals and Measuring Success
ALCO aims to refine their strategies and make Interplay Learning integral to daily routines. Plans include expanding testimonial videos, integrating progress reports into performance reviews, and linking training to career development. Success metrics will include work order completion times, quality of work, employee turnover, and satisfaction.
Summary
ALCO's implementation of Interplay Learning has involved strategic planning, effective communication, and a supportive environment. Engagement continues to grow as more team members use the platform to enhance their skills. The company remains committed to empowering employees and driving organizational success through ongoing learning and development initiatives.
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