Mission: We create a family environment for our guests designed to ensure the best possible quality of life in your vintage years Vision: To be the best in comprehensive senior living care in Jamaica Value Statement: We provide a safe, loving, engaging and wholesome environment for sacred hearts! Provision of Training Services - TNA/ TRAINING DESIGN \& TRAINING DELIVERY Overview SHLF is seeking the service from qualified vendors to supply Training Services to prepare existing and newly recruited staff to enhance and sustain its customer centric culture. The training is to be delivered in July 2023 . SSLF is therefore pleased to invite your team of consultants to submit proposals for the captioned assignments. Background We are an exclusive and prestigious senior living community that aims to satisfy the needs of our residents and the expectations of their families. SSLF is owned and operated by four retired lifelong friends: Angelica Johnson, Paula Franks, Kaye Davis, and Wayne Ashman. Among them they have over thirty-five years of experience in the healthcare, customer service, and hotel industries. Situated in Red Hills St. Andrew, SSLF is situated on 7.5 acres of beautifully landscaped hillsides overlooking the Bruce Goldson Highway. The property houses 50 one-bedroom self-contained log cabins, a fully equipped gym, 5 pools, a tennis court, walking trails, tropical gardens, and a clubhouse. The units are fully air-conditioned, and each unit is supplied with energy from solar panels. SSLF offers daily engagement programmes to keep guests active; these include knitting, culinary arts, swimming, sports, sewing and other skills-based activities. The community also has medical facilities to facilitate routine checkups, dental care, and minor medical emergencies. Two (2) nurses are on full-time staff and a doctor visits three days per week. The dental office is open two days per week. The administrative building is an attractive 3,000 sq. ft. log structure with fully air-conditioned offices, restrooms, staff lounge, lunchroom, and a conference room that seats up to 30 persons. The conference room is equipped with modern multi-media equipment, whiteboards, and Internet facilities. Seventy percent (70\%) of the residents at SSLF are returning residents (Jamaicans who lived overseas), and at least 80% of the full complement are fully independent, vibrant seniors who need little or no support. Most domestic chores (except cooking) are done by a team of ancillary staff. Most guests fix their own meals; however, there is a family diner where guests may order takeout or reserve dine-in meals. The business strategy is to maintain long term residency by exceeding residents' expectations and wowing family members with a level of service that alleviates any misgivings they may have about having their relatives in a senior living facility. The We aim is to create and consistently sustain a level of service that is the hallmark of Vintage Hearts' reputation. Management is interested in using training to develop specific customer service skills that enable employees to succeed in their jobs and enable them to consistently deliver customer centric, friendly, welcoming, helpful service that anticipates needs and responds promptly to service requests, feedback, and recommendations. The owners of Vintage Hearts are hopeful that this training initiative will teach up-to-date skills and enable the development of the work force, leading to a realization of the business strategy. Training Areas Requested: a) A front-line staff service delivery training programme, OR B. Eight Page Training Proposal - Week 8 of the Module Provide a TRAINING Proposal for ANY ONE of these areas: a) A Line Staff service delivery training programme. The company is privately held, with each owner holding shares that represent their investments in the company. All four (4) owners, along with three (3) other external persons form the board of directors. Each member of the four owners leads one area of Vintage Hearts' operations, (see staffing structure below). Wayne Ashman is the general manager, and his assistant is Miss Golda Lockhart. Operations/Administration and HR functions are handled by Angelica Johnson, with the assistance of Miss Lockhart. Paula Franks is the Accountant at Vintage Hearts, and Kaye Davis handles Sales \& Marketing. IT is outsourced. SSLF spares no expense on staffing and ensure adequate staffing is in place to meet the needs of the residents. Approximately, 70% of the staff are regular full time; approximately 30% are regular part-time. The medical staff (except for the 6 nurses) work on a "contract for labour" basis and are on-call on a scheduled basis. Your training proposal should have the following components: Introduction Explains what the proposal is about - this must show understanding of the client needs based on the case. State the title of the training programme. Summarize the trainers' credentials- this must be in line with the training being offered. Highlight congruence with strategic goals of the organization. Programme Details 1. Two Programme Objectives are written. 2. Programme units are indicated, and three learning objectives proposed for each unit. 3. Three main learning theories identified and outlined in no more than 2 sentences. 4. Two learning theories are identified and justification for their use is clear. 5. target audience - job group and numbers to be trained approximated, in line with case. 6. session plan is provided. 7. training budget - itemized cost - resources/unit cost/total cost 8. Training evaluation - use Donald Kirkpatrick's Evaluation Model; state how each level will be done and when it will be done. 9. Prepare an instrument for level 1 of Kirkpatrick's Evaluation Model 10. Sample 30 minutes micro lesson plan from one of the units along with handouts, powerpoint etc