FARMERS BRANCH, Texas - Credit union trainers in Texas received a boost a year ago when Credit Union Employment Resources (CUER), an affiliate of the Texas Credit Union League, rolled out a new interactive computer-based education system called CUEST (Credit Union Educational Sites for Training and Technology). The launch began with the grand opening of two CUEST centers - one in Dallas and one in Houston. The concept has been so popular and successful that five more centers have cropped up during the year. The newest center, located within Texaco PAW EFCU in Port Arthur, held grand opening ceremonies June 6. With approximately 100 employees, Texaco PAW will use its new center to conduct internal training, but the credit union also will make the site available for the training efforts of any of the 40 credit unions in its credit union chapter. Texaco PAW's training laboratory includes six computers with earphones, along with a white board for trainer use. "As the largest credit union in the Sabine Chapter, we saw an opportunity to improve the consistency of our training and at the same time give smaller credit unions access to our facility. Of course, they can drive to the Houston CUEST center, but this is much closer," said Vicki Oubre, Texaco PAW's human resources development and training coordinator. Developed by MyDAS Marketing, Inc. in Boulder City, Nevada, the CUEST concept was pioneered in California credit unions in the 1980s. Currently, CUEST training consists of 15 multimedia CD-ROM modules which cover core competency, skills training and management topics. Modules include: Teller Training, 5 Steps to Sales and Service, Product Knowledge, Leadership, Loan Officer Training, Credit Union Philosophy, Data Processing Training, Telephone Service Skills, Certification Testing, Computer Basics, Aptitude Testing and New Employee Orientation. Some modules are available in Spanish. The Aptitude Testing module assists human resources personnel in screening applicants in reading, writing, arithmetic and computer usage. The New Employee Orientation is an in-depth presentation on the credit union, its employee handbook and basic product knowledge. This module provides a new employee the basic tools necessary to start their job. The program contains an automatic tracking system that develops and updates testing and score information enabling trainers to monitor employee progress. The three most recent additions to the curriculum are designed for credit union members: Understanding Your Money, Take Control of Your Finances, and Investment Basics. CUEST training is almost like having a one-on-one tutor, because delivery and content don't vary from class to class or from branch to branch, said Elaine Laroa, CUER vice president of community/credit union education. Consistency of training is a huge benefit, she said. "You don't have to do the same presentation over and over again, but your employees get the same message. Some trainers think, `This is going to put me out of a job.' No, this is going to revolutionize the way you do business." In addition, many credit unions don't have full-time human resources personnel, so they must rely on relatively inexperienced employees to train new hires. CUEST makes consistent training available to all credit unions, said Laroa. Increased retention is another benefit of using the multimedia modules, according to MyDAS Marketing. On the average, a learner retains only 10% of what they read. Retention levels can increase to 90% when a learner has a chance to read, hear and do, MyDAS reports. Scheduling of training classes is simplified with CUEST, according to Laroa. Because the modules are ready to go "on demand," students can be scheduled for training at times that accommodate their workloads. Approximate training times on modules vary from 1.5 hours to 10 hours. The courses are self-paced, but MyDAS recommends that students work no more than a maximum of two hours at a time for optimal retention. A variety of games and question/answer formats are used to reinforce learning. Some modules require that the student pass certain competencies before advancing to the next section. "I like the program because it is so different," Oubre said. "It's educational but it's also entertaining. There is so much interaction. There are sections where you drag words or do matching. There's a Jeopardy-style game. . . All our employees are thrilled." In addition to the Dallas, Houston and Port Arthur sites, CUEST centers are also located at Texans CU in Richardson, Chocolate Bayou FCU in Alvin, American Airlines EFCU in Arlington and Navy Army FCU in Corpus Christi. Three additional centers are expected to open by year-end 2000 in: San Antonio, Waco and another in the Houston area. Credit unions also have the option of renting modules for 10- or 30-day periods to train employees at their own credit union. Costs begin at $150/module for 10-day rentals and $385/module for 30-day rentals. -
JFWrite@aol.com
