Audience: Guest Relations Coordinators that want to improve the onboarding process for new volunteers.

Responsibilities: Instructional Design, eLearning Development, Visual Design

Tools Used: Articulate Storyline 360, Adobe Photoshop 

The Client

Guest Relations (GR) Coordinators request an eLearning experience to be part of the onboarding process for new volunteers who join the Guest Relations Dream Team at their church. The mission and vision of the church is to "Plunder Hell and Populate Heaven," which is achieved with the gracious help of volunteers. Due to the growing attendance, there's been an exponential growth of new volunteers on the GR Dream Team. Because GR Coordinators are responsible for training new volunteers, they wanted more clarifying information about the various roles so they can better train new volunteers during the onboarding process.

The Learner

The learners are new volunteers on the Guest Relations Dream Team. Volunteers who have been on the team for 3+ years will take the training as a refresher course. 

The Problem and Consequences

New volunteers were inconsistent in performing their duties, leading to miscommunication with the GR Coordinators during services and frustration on the Coordinators' part. This issue arose because GR Coordinators, busy with other responsibilities, couldn’t fully train new volunteers. As a result, church attenders weren’t always greeted or seated properly, with some left to sit in the back, leaving the front rows empty, which impacted the livestream appearance. Volunteers at the Welcome Center also failed to input information from Connection Cards or properly welcome first-time guests, causing inaccuracies in new guest data.

The Solution

I proposed a scenario-based, learner-centered eLearning simulation that allows learners to gain knowledge of the various volunteer positions on the GR Dream Team in a risk-free environment. The learner acquires knowledge by engaging in a tab interaction for each GR position and practices their skills in a drag-and-drop activity. Finally, they put their knowledge to the test through an assessment.