Customer Story

How Big Brothers Big Sisters adapted seamlessly to online training

Since 1904, Big Brothers Big Sisters of America has been helping America’s youth realize their potential through meaningful relationships with volunteer adult mentors.

At Big Brothers Big Sisters (BBBS), training is at the heart of its operations. Program staff and adult volunteers must learn how to build strong, safe connections with diverse young people. And the nonprofit’s federated model — with a national office and more than 240 affiliate agencies across the U.S. — required an agile platform.

Previously, each independent agency had to go through the national office for training, a major bottleneck, leading many agencies to give up on pursuing expanded learning opportunities.

With Cornerstone’s LMS, the organization empowered individual agencies (and administrators) to directly manage their employees’ learning experience, participate in national learning opportunities, and develop, upload, and share local content.

The global pandemic that changed everything

BBBS desperately needed a learning management system that could scale up to help educate program staff, volunteers, and parents at agencies all around the country — but not everyone realized that at first.

Pre-match volunteer training — one of the most important steps in the pairing process — had typically taken place either entirely or partially in person. But then COVID-19 hit and eliminated the possibility of face-to-face interactions, agencies needed an immediate alternative.

Luckily, Director of Training J. Christie Wilson had implemented Cornerstone’s Learning Experience Platform (referred to internally as the Learning Exchange) in April 2018. That meant they already had the infrastructure to support digital training in place. It was just a matter of getting everyone up to speed.

Within the first week of the pandemic, the national office hosted a webinar — with record attendance — to explain how agencies could access the relevant training, add their own content, and better support volunteers through the transition. More weekly webinars followed, ultimately leading to a 103 percent increase in total portal logins, a 75 percent increase in online learning registration, and a 44 percent increase in monthly active users between February and March 2020.

“The COVID situation really opened people’s eyes to what we’ve been saying all along... [which] is how robust the system is and how it can make their life a lot easier,” says Wilson.

Compliance made easy

Beyond providing an alternative to in-person training sessions, the new LMS was able to more effectively track compliance training (like certifications for new staffers and an annual youth protection course) at both a national and local affiliate level.

“Being able to run reports and pull transcript reports directly in Cornerstone has increased productivity exponentially,” Wilson says.

Now, the national office is easily able to conduct monthly training audits of agencies across the network, an especially important task given the naturally higher turnover of younger staff members.

Building a digital learning culture

But the training transformation didn’t stop there. Certain BBBS agencies have since taken learning and development into their own hands and added courses specific to the needs of their staff and the communities they serve.

“I really want [program staff] to start seeing it as a way to develop professionally, not just to check a box,” Wilson says. “Now they can sign up for trauma-informed care or LGBTQ(IA+) training or other sessions geared toward special populations,” she explains.

BBBS’s larger agencies are also beginning to experiment with how Cornerstone can support cutting-edge opportunities — like e-mentoring — that would be especially impactful in a more socially distanced world. “They’re starting to see that Cornerstone can help them in a way that they hadn’t thought of before,” Wilson says.

Ultimately, Wilson aims to develop a broader culture of learning, with the Learning Exchange front and center as a collaborative hub for the entire network — a place where training sessions can be shared and expanded upon regardless of where they first originated.

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CGL: Improving learning and performance capability through advanced digital solutions

Customer Story

CGL: Improving learning and performance capability through advanced digital solutions

Communities often need help when their quality of life is affected by crime. Homelessness, drugs, alcohol and domestic abuse all have an impact on the local area and this is where the CGL (Change, Grow, Live – formerly known as CRI) steps in. Every year, more than 120,000 people across England and Wales receive assistance to get back on their feet. At CGL, full-time staff and volunteers work to encourage and motivate people to take control of their lives. CGL now has more than 3,000 staff and 1,000 volunteers in more than 160 regional centers. With so many employees across a wide region, keeping track of their progress was proving to be difficult. Previously, there were instances where notes were lost, handwriting was illegible, copies were not being shared, and many of the action points from the meetings were missed. CGL knew they had to address this by empowering its employees and volunteers by implementing a unified talent management solution. Why Cornerstone To overcome its reliance on paper-based records, CGL decided it had to go digital. It chose the talent management tools from Cornerstone OnDemand, selecting Cornerstone Learning and Cornerstone Performance solutions. The solutions enabled CGL to standardise its recordkeeping across the organisation. What happened in one office needed to be replicated in another, even if it is hundreds of miles away. So, for the first time, the performance management process was exactly the same across the country. Through Cornerstone, CGL now has the ability to deliver, track, view and report on all learning and development progress across the organisation. In turn, it brings unity and consistency to all its training modules. Furthermore, through Cornerstone’s cloud-based talent management software, CGL was able to empower its employees and volunteers through learning and development, as well as foster a more aligned performance management process throughout the organisation. The sharing of best practices developed a powerful team of employees and volunteers that could provide the best possible service to those that CGL works with. Results Created central access to learning. Cornerstone has provided CGL with central access to learning and development from any device. It has revolutionised the way that CGL is able to quality assure and monitor both individual and overall service performance. Improved Customer satisfaction. Sandra Eden, Development Manager at CGL in the Midlands, said “Quality performance reviews contribute to positive outcomes and achievements, improved staff engagement and customer and stakeholder satisfaction. The quantitative and qualitative detail driving everything that we do is now easily accessible at the click of a button.” Standardised performance reviews. CGL constructed a thorough marketing plan to prepare for the roll out of the new system across its workforce. With tailored emails outlining clear benefits – both from a line manager’s perspective and frontline perspective, uptake in the first week was 15 percent. So far, just a few months after rolling out the service, 1,791 performance reviews have been created across CGL. Increased employee and volunteer engagement. The newly introduced Welcome Page on the training site has had an immediate impact. An internal Stonewall diversity survey generated only 17 respondents prior to using Cornerstone; three days after a message and link were posted on the new hosting site, the number of respondents rose to 82 – a 482 percent increase. Kevin Crowley, Executive Director – Quality, Governance and Innovation at CGL values the visibility he has over the organisation. He said, “Using Cornerstone to bring performance development online has really given us a powerful tool to more closely align learning with performance and ensure our staff has the necessary skills and knowledge to provide the best possible service to those we work with. We have been able to build up a national picture of our strengths, and can identify and share good practice to ensure continuous improvement across the organisation.”

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Citadele: Investing in a culture of learning and individual performance management

Customer Story

Citadele: Investing in a culture of learning and individual performance management

Citadele Group is an innovative, full-service financial group for both private individuals and companies. The Group offers a complete portfolio of banking, financial and private capital management services in the Baltic states. Citadele’s mission is to provide more opportunities to its clients by redefining modern banking – it aims to change the meaning of current financial business with innovations and an outstanding client experience beyond the formal frame. With the goal of becoming the Baltic banking champion, Citadele offers multiple career paths and a variety of professional development opportunities for all its employees. Our new path towards ambitious and modern goals also demands a change within our employees’ learning and performance tracking model. Improved tools and solutions are needed to streamline Citadele’s employee progression processes across 37 offices. Why Cornerstone? Recognising that employees are its most valuable asset, Citadele made sure that employees are the top priority in the process of change. Bearing this in mind, Citadele had three key requirements during the search for its talent management solution: the system needed to be easy-to-use; it needed to have the option to involve employees in individual goal-setting; and it needed to track feedback on an ongoing basis and provide tracking for necessary compliance training. The system also needed to feature engaging and motivating content to help Citadele boost talent retention rates. After considering 20 other vendors, Citadele chose Cornerstone OnDemand as it ticked all the required boxes in terms of being both an established SaaS platform and a well-developed system that adhered to all of Citadele’s needs. After considering 20 other vendors, Citadele chose Cornerstone OnDemand as it ticked all the required boxes in terms of being both an established SaaS platform and a well-developed system that adhered to all of Citadele’s needs. The Results Increased productivity. Since implementing Cornerstone Performance, Citadele has seen an improvement in its employees’ performance. The simplified goal-setting, monitoring and continuous feedback system means that employees feel more confident and more motivated at work. That in turn has led to increased productivity levels. According to Citadele’s recent feedback survey, more than 95% of employees expressed satisfaction with the system. Streamlined performance processes. Before Cornerstone, all records regarding employees’ career, training, obligatory certifications and performance appraisals had to be integrated manually. With Cornerstone Performance, managers now receive detailed analytics at the click of a button, meaning that employee goals, training activities and tracking have become optimised and tailored to employees’ needs. Enhanced employer reputation. Citadele strives for the status of best employer in the Baltic region. Partnering with Cornerstone has helped Citadele to attract and retain even more talent in the industry Full compliance visibility. Compliance training was one of the key requirements for Citadele. Since implementing the Cornerstone e-learning module, the company is now confident that all its employees have the necessary training to meet the industry’s compliance requirements. Citadele is also able to successfully track completions in order to meet deadlines. Motivation and passion for learning. Implementing Cornerstone Performance has helped Citadele to significantly raise the ambition and motivation of its employees. Necessary changes in individual performance management have pushed Citadele forward regarding its learning culture. Since then, the company has selected Cornerstone’s e-learning as its next module, in addition to the already launched Cornerstone’s Performance Appraisal System. This will allow each employee to choose their most convenient way to learn, integrating learning into their everyday work.

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