Return to Work Leader Upskilling
Project Case Study
Return to Work Leader Upskilling
Project Case Study
Embedded Files
Project Case Study
An Urgent Training Request
An Urgent Training Request
After launching a new Return-to-Work (RTW) experience for employees coming back from extended FMLA leave, it became clear that frontline leaders weren’t set up to support it. They were expected to guide employees through a more thoughtful re-onboarding process, including required tasks, self-guided training, eLearning, and compliance steps, but lacked the clarity, time, and tools to do it well.
After launching a new Return-to-Work (RTW) experience for employees coming back from extended FMLA leave, it became clear that frontline leaders weren’t set up to support it. They were expected to guide employees through a more thoughtful re-onboarding process, including required tasks, self-guided training, eLearning, and compliance steps, but lacked the clarity, time, and tools to do it well.
This created an immediate need to rapidly upskill leaders so they could confidently support employees, ensure consistency across the experience, and lead with empathy during the return-to-work process.
This created an immediate need to rapidly upskill leaders so they could confidently support employees, ensure consistency across the experience, and lead with empathy during the return-to-work process.
Disclaimer: Due to confidentiality and intellectual property considerations, original materials from previous roles cannot be shared. The work shown here has been recreated to reflect and summarize my designs and approach.
Analyze
There were also some real constraints. I had less than a month to get something live before a two-week training blackout due to a PeopleSoft to Workday migration. With limited facilitator availability and other initiatives in flight, a live instructor-led training wasn’t realistic, so I needed to find a more scalable approach for our 500+ frontline leaders.
To understand what was actually going wrong, I pulled from employee experience surveys, leader journey mapping sessions, and exit interview feedback. A few clear themes came up:
Employees felt unsupported when they returned and often said their leaders didn’t understand what they needed to do
Employees felt a lack of concern or empathy from their leader
Leaders weren’t aligned and each director team handled return-to-work differently
Many leaders didn’t feel like they had the time or guidance to support returning employees properly
In more than 50% of cases, employees were put on performance plans or left the company within six months, citing lack of re-onboarding support as the primary driver
From this, it was clear the problem wasn’t just knowledge. It was consistency, confidence, and clarity in how leaders showed up during the return experience.
Design
During the design phase, I focused on creating a scalable, self-service learning and support ecosystem that would enable frontline leaders to confidently manage the return-to-work (RTW) process for employees.
I identified the following solutions would be needed for this project:
A centralized Return-to-Work Leader Resource Hub (Google Site) to serve as a single source of truth
Step-by-step process workflows supported by job aids, policy guidance, and direct system links
Standardized, easy-to-follow one-pagers to translate complex HR processes into actionable guidance
Embedded performance support tools to help leaders make consistent, real-time decisions
A self-guided learning experience to support scalability and flexibility
Scenario-based, experiential practice to reinforce real-world application of the RTW process
Develop
With only two weeks to develop, I developed learning & resources that were self-serve and just-in-time for what leaders would need to be successful.
Solution Design Approach
Designed a centralized RTW Leader Resource Site (Google Site) to serve as a single source of truth for all return-to-work processes, tools, and guidance
Structured the site to include step-by-step workflows, job aids, policy references, and direct links to required systems and tools at each stage of the RTW process
Included supplemental resources such as monthly employee learning album and elearning materials, training expectations, and guidance for requesting onboarding support for employees returning after 1+ year away
Stakeholder Alignment and Content Development
Partnered with HR stakeholders to clarify and standardize fragmented processes and policy guidance
Translated raw policy documentation and operational inputs into concise, user-friendly one-pagers designed for quick leader reference and action
Ensured content aligned to real-world leader decision points within the RTW workflow
Learning Experience Design
Designed a self-directed, experiential learning e-workbook (learning album) to reinforce application of the RTW process
Built learning scenarios that required leaders to actively navigate the resource hub and apply knowledge to realistic workplace situations
Included two knowledge checks and a culminating “put it all together” roleplay activity to reinforce decision-making and empathetic employee support
Performance Support Tooling
Developed an interactive RTW calculator in Articulate Storyline to help leaders determine appropriate offline days based on employee time away from the business
Embedded the calculator directly into the Google Site to enable seamless, in-the-flow decision support
Identified Self- Guided Training Learning Objectives
Leaders will demonstrate ability to utilize the RTW Leader Resource Site to support employees returning from leave
Leaders will explain the role they play in shaping a successful return-to-work experience
Training Deliverable
Training Deliverable
I built a self-guided eWorkbook in our internal Learning Album to walk leaders through the new Return-to-Work experience in a way that felt clear and easy to follow.
It starts with a quick “what and why,” using real employee survey feedback to ground the experience in what employees were actually going through. From there, leaders move through a guided walkthrough of the RTW resource site, exploring tools and resources step by step instead of being dropped into everything at once.
I included a couple of quick knowledge checks along the way to get leaders thinking about how they’d actually use the site, including tools like the RTW Calculator. There’s also a discussion space built in so leaders could share what’s working and learn from each other.
The experience wraps with a “put it all together” scenario that brings everything into a real-world moment. The sample to the right is a shortened version of that final activity, built in Rise 360 and embedded in the Learning Album.
Implement
I launched the Return to Work (RTW) Leader Resource Site as a one-stop shop for leaders, with clear step-by-step guidance, one pagers, and easy access to the tools and resources they need.
Alongside the site, I rolled out a self-guided eWorkbook (Verizon's internal Learning Album platform) and shared training expectations through email, asking leaders to complete it within two weeks ahead of an upcoming blackout period. To keep support accessible, leaders were added to a dedicated Slack channel where senior trainers were available for real-time questions and guidance.
To reinforce learning, leaders completed two quick knowledge checks and a final “put it all together” activity to demonstrate they could apply what they learned.
At the end of the experience, leaders also shared feedback through a Level 1 survey to help inform future improvements.
Evaluate
We had 500+ leaders hit 90% completion within the two-week window, which was a big win given the timing.
Feedback on the experience was strong, landing at a 4.3/5. The comments gave me a clear sense of what was working and where I could tighten things up, so I made a few quick updates in real time.
The biggest signal of progress was on the employee side. Return to Work satisfaction scores kept trending up and eventually leveled out around 80% month over month, which told us the support leaders were getting was translating into a better experience for their employees.
Takeaway: When leaders are given clear guidance, practical tools, and real-time support, they show up ready and it directly improves the employee experience.
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