Raymond was the Director of Training and Professional Development at the Canadian Urban Transit Association from 2012 to 2015. In this role, Raymond was responsible for assessing, designing, delivering, and evaluating training programs that served over 128 transit systems and 10 private operators. Key accomplishments included increasing training enrollment by 30% and developing 8 new courses, including Canada's first blended learning course. Raymond also successfully updated and expanded several of the association's flagship training programs.

1. Director of Training and Professional Development.
Canadian Urban Transit Association 2012-2015
Raymond was responsible for assessing, designing, delivering, and evaluating the training needs
for employees of 128 transit system and 10 private operator members. Raymond was
instrumental in the development of CUTA’s 4-year strategic plan, achieved through active
listening to member needs and resulted in a new direction for the Association and a sustained
revenue stream. Raymond increased training enrollment levels by 30%; adding 8 new course
offerings, including the first-ever blended learning course; widening the training market in Canada
and the US; and working with professional accreditation associations on providing professional
development units (PDU) for CUTA courses. Some of Raymond’s other contributions include:
1. Organizational Development Assessments and Training Reviews
Projects included identifying the causes of employee disengagement, vehicle incidents/collisions,
new hire failure, and review of onboarding and training programs. The methodology used was
multi-pronged, focusing on three ‘Ps’: policy, process, and people. Raymond is well versed in
legislative compliance, adult education industry best practices, and employee development and
engagement. Raymond is often invited to advisory committees for projects involving workplace
issues.
2. Transit Ambassador – Customer Service Training
In 2012, Raymond successfully lobbied the Board of Directors to allocate funds to update the
Transit Ambassador (TA) program. The next innovation in the offering saw the creation of a
cloud-based Knowledge Management interface, allowing access by trainer login. Based on an
extensive needs assessment, Raymond embarked on tailoring the program to meet customer
needs with job-specific versions tailored for rail operations, ticket agents, and other front line
personnel. The implementation of this learning strategy included learning transfer measurement
tools and a coaching/support training program for supervisors/managers. Raymond established a
Virtual Café as on-going professional development of certified TA instructors and was responsible
for the ongoing certification support for 350+ Certified TA instructors worldwide. Raymond also
facilitated the Transit Ambassador train-the-trainer certification program.
3. SmartDRIVER – Fuel Efficient Driver Training
Sponsored by Natural Resources Canada (NRCan), CUTA administers the program. Raymond
managed the 2011-2013 contribution agreement of $375K. Raymond secured partnerships with
business members to identify technological innovations and adapt the program to incorporate
new advances including specific training for hybrid and electric buses. In order to create sales of
the program in the US, Raymond negotiated re-seller agreements with New Flyer and Nova
Buses so that training could be added to the capital costs of bus purchases. This bold move was
the only way to navigate the funding restrictions in place by the USA FTA and DOT. Raymond’s
ability to identify the true source of an issue and creatively find solutions around them
demonstrates Raymond’s skills. As part of the deliverables for the project, Raymond conducted a
needs assessment and, as a result, revamped the curriculum for the 1-day bus operator, the 3-
day Train-the-trainer Certification for local trainers, and the 5-day Train-the-train Master Trainer
Certification programs. The recruitment process and competency requirements for the Master
Trainer position were also updated by Raymond. As a result of these achievements, NRCan
awarded CUTA another 3-year contract (2013-2016) worth $360K.

2. 4. Open Enrollment Training Programs
Under Raymond’s vision, the training programs were reviewed in collaboration with Subject
Matter Experts to ensure relevance with today’s learning needs and industry best practices.
Through partnerships with the American Public Transit Association, the National Transit Institute,
and others, public programs were adapted for the American audience.
5. National Committee Work
As staff liaison responsible for the CUTA Human Resources Committee, Training Sub-
Committee, Labour Relations Sub-Committee, Customer Orientation Task Force, Training
Marketing Committee, and the Prairies and Territories Chapter, Raymond was involved in
stakeholder relations and advocacy activities including facilitating group discussions, leading
presentations, and moderating workshops and educational sessions. Raymond championed the
role of training in employee performance, employer expectations, and customer satisfaction in all
committee settings.
6. Trainer Certification Program
Raymond was the adult education subject matter expert working with the Motor Carrier
Passenger Council of Canada on implementing a Transit Instructor Certification Program,
ensuring that instructor competencies met professional standards.
7. STRADA: Bus Operator Recruitment and Selection System
STRADA is a state-of-the-art recruitment system boasting a customized psychometric
assessment tool, built to eliminate costly recruitment errors. Raymond revitalized the program by
making the psychometric tool available in French and Spanish for a wider audience. Raymond
also redesigned the implementation and technical training components of the program including a
webinar based training version. Raymond facilitated implementation workshops both face-to-face
and virtual as well as technical training webinars on a regular basis.
8. Facilitator Contractors
CUTA does not have its own in-house facilitators for its programs; consultants are hired for these
roles. Raymond was responsible to assess facilitator competencies, as well as recruit, provide
on-going feedback and support, and offer professional development opportunities to meet
CUTA’s high standards for training professionalism. Raymond managed all consultant contracts,
which were renewed on a yearly basis. Consultant performance and skills were evaluated by
Raymond on a regular basis.