BC Ferries involves front-line employees in the development of SEA material and STC curricula. What could be a potential downfall with this approach?

HAM CLOSE-UP ofs dood to than & es an of botnow abba sovol ",512 shi ban misu jong "It's really about continuous learning (SEA) program and its Simulator Training Centres (STC). and trying to create the "What we do now in almost all of our energy and the belief entry-level positions is put them through a bit of training before we even decide to that people should strive hire them, just to see how they perform," to be lifelong learners says Joyce. That pre-hiring training is the first phase of SEA and requires in order to maximize candidates to immerse themselves in their success." an online self-study workbook. Only once they have passed a multiple-choice exam can they advance further in the hiring process. IN 2006, BC Ferries' Queen of the Northgo "It really ups the ante for the can- sank south of Prince Rupert. Although didate recognizing that we're serious 99 passengers and crew were saved, 2 about our training and that we want to passengers disappeared and were pre- make sure that we have effective people sumed drowned. The accident precipi- and safe people with the right qualities," tated an overhaul of every aspect of BC says Joyce. Ferries that has resulted in the company Once hired, new employees undergo becoming an industry leader not just in a day-long orientation program. From Courtesy of Jeff Joyce Canada but around the world. there they advance to the second phase Jeff Joyce, Director, Terminal Engineering, of SEA, on-board or on-site education. BC Ferries Prior to the accident, BC Ferries' onboarding process was the same as "The third phase of the program is the clearance phase, which includes the "The simulation training program that in many other organizations. "If exam as well as demonstrative activities started as an idea to improve bridge you were new to the company, were that they have to do," Joyce explains. team effectiveness, and we went moving to another vessel, or being "It's sort of like a board approach, where through a planning and procuring pro- promoted, you would be hooked up cess to eventually start delivering cur- with someone and follow that person they have to respond to scenarios that riculum in October 2011, Joyce says. around, observe, and listen and even- are given to them verbally. Employees tually try things out under that person's have to be successful in every phase Today, the company has 3 bridge sim- ulators, and during the summer, when oversight," explains Jeff Joyce, director in order to be cleared and officially all hands are literally on deck carrying of terminal engineering. "When it was allowed to work." SEA continues well beyond hiring, customers, the centres' instructors head reasonably felt that you were capable of however. The fourth phase focuses out to the fleet to observe the bridge safely doing the job yourself, you were teams in action and to evaluate if the given a clearance for that position." on skill enhancement and career pro- STC lessons are being incorporated into As customary as that was at the gression, providing BC Ferries' more daily use. time, it was too reliant on the skills than 4000 employees with the constant Not only have SEA and STC of the person being shadowed. If that opportunity for professional advance- improved the company's safety record, staff member wasn't sufficiently experi- ment. "It's a process that ensures that for but since their introduction, there enced, was too busy, or just didn't enjoy those that want it, there's always hope has been a drop in absenteeism, an being shadowed, the results could be and a career path," Joyce says. "It's about improvement in staff retention levels, inconsistent. Although it had worked continuous learning and trying to create and an increase in the number of staff well enough for 45 years, it became the energy and the belief that people involved in delivering training, from 67 apparent that a more standardized should strive to be lifelong learners in to 425. In addition, other marine service training system might produce more consistent results. order to maximize their success." providers have expressed an interest in using BC Ferries' excess capacity in the The outcome was BC Ferries' Stan- As mentioned, along with SEA, dardized Education and Assessment BC Ferries also rolled out their state- simulators, providing the company with of-the-art Simulator Training Centres. a possible extra revenue stream. NEL