Case Study

The Department of Social Services represent a large portion of your countrys budget and total number of employees. The job of an eligible technician s to be responsible for all clients contact, policy interpretation and financial decisions related to several forms of public aid (e.g. food stamps, aid to families with dependent children). Eligibility technicians must read a large number of memos and announcements of new and revised policies and procedures. The company has decided to computerize the system and responses were no longer to be hand written but should be type written. Eligibility technicians were complaining they had difficulty in performing basic computer skills. The country decided to send employees to a week computer program costing $1000 per person. The country has 20 Eligibility technicians. Preliminary evaluation of the computer program was that trainees like it. Two months after training was conducted, managers found that almost half of the technicians still input data by hand while others seem to be comfortable in using their computers. When asked why they do not use their computers they claimed that they understood when in training but once they left the training and returned to their jobs they couldnt perform skills learnt during training. Wilmer (2002).

Based on the above definition, what are the different levels at which training need analysis process should have been done at the Department of social Services?