An initial meeting was held between TdF Hub 2014 and QA, during which TdF Hub 2014 explained its requirements. Along with the general information required by all of the Tour Makers, some information was only relevant to specific posts, such as Flag Marshals, Route Marshals and Crossing Marshals.
To organise this complex content into an accessible learning event, the content was handed to an experienced QA Learning Associate who helped structure it into an engaging and manageable session.
As volunteers, the audience had each given up their personal time to support the event. With this in mind, the learning had to be engaging and enjoyable as well as imparting the important information. So, a key focus for the Learning Associate was to take the factual and detailed subject matter provided by stakeholders, and transform it into an interesting and accessible experience for volunteers. As well as an upbeat delivery style, the event provided opportunities for discussion and one-to-one engagement, helping to build camaraderie among the Tour Makers.
The resulting event was structured to incorporate a general introduction session, after which the group split into different rooms for role specific training. The introductory session gave all Tour Makers a common understanding of the event schedule, procedures and required service levels. For example, the order of the convoy, a reminder of customer service principles, and details of safety and escalation procedures. Following the role specific sessions, Tour Makers collected their uniforms.
With the separate break-out sessions for different roles, the event required multiple facilitators who were both knowledgeable about the event and capable of managing a large training audience. To achieve this, QA provided train-the-trainer events so these elements could be run by staff associated with the event. It was essential that the content was accurate and complete, so throughout the development of the course, the content was tweaked and adjusted based on further feedback from a range of stakeholders, including local authorities and teams responsible for different aspects of the event.
QA helped TdF Hub 2014 to design the event handouts. Originally, a different booklet was planned for each post. However, to simplify the distribution of the materials, the Learning Associate suggested compiling all of the information into one booklet, using tabs to identify general information and role specific content. Proofing and design support was provided by QA to meet the production time frames.
With the race day fast approaching and 10,000 individuals to train, it was important that the QA team could keep pace with the event preparation and react to any changes or additional information. To accommodate this context, the QA team organised flexible hours, working evenings and early mornings to ensure a quality learning rollout was delivered to support the success of the event.