The document summarizes the results of a training needs assessment conducted by XX across ten key job categories. An online survey was used to evaluate employees' comfort levels with various skills on a scale of 1 to 5. Skills rated a 3 or lower indicated a need for development. Across all job categories, the most common skills gaps identified related to software proficiency, business/sales strategies, and managing client relationships. The summary provides recommendations for prioritizing and addressing the training needs to ensure they support the organization's objectives.

1. Training Needs Analysis
Training Assessment Profile - Comprehensive Summary
05/01/2016
─
Leena Rai
Southern California Employer Resource Group
Fullerton, CA

2. 1
Overview
Purpose
In an endeavor to outline a targeted and tactical training strategy, XX has undertaken a
comprehensive work skills competence study, and has identified ten key job categories
as the subject of a detailed skills and competency evaluation.
The purpose of XX’s Training Needs Assessment identifies performance requirements
and the knowledge, skills, and abilities needed by XX's workforce to achieve the
requirements. An effective training needs assessment will help direct resources to
areas of greatest demand. The assessment additionally addresses training courses,
curricula and resources needed to fulfill the organization's mission, improve
productivity, and provide quality products and services. Key in this needs assessment is
the process of identifying the "gap" between performance required and current
performance. Where this difference exists, the analysis explores the causes and
reasons for the gap and methods for closing or eliminating the gap.
Three levels of Training Evaluation:
1. Organizational Assessment​evaluate the level of organizational performance.
An assessment of this type determined what skills, knowledge, and abilities XX
deemed critical for evaluation. As determined, ten key positions were identified
and Task Analyses were conducted. These analyses delineated what is required
to perform the work under each job function, categorize and clarify the specific
tasks of the position as well as to distinguish unique required competencies
needed for these mission critical occupations.
2. Occupational Assessment​examines the skills, knowledge, and abilities required
for affected occupational groups. Occupational assessment identifies how and

3. 2
which occupational discrepancies or gaps exist, potentially introduced by the
new direction of an agency. It also examines new ways to do work that can
eliminate the discrepancies or gaps.
3. Individual Assessment​analyzes how well an individual employee is doing a job
and determines the individual's capacity to do new or different work. Individual
assessment provides information on which employees need training and what
kind.
Job Categories and Evaluation Results
To initiate the process of identifying training needs and skills gaps, a series of ten
Training Needs Analyses were drafted and developed. Within each training analyses,
subcategory of key skill sets were identified and incorporated into the comprehensive
summaries. From these, survey evaluations for each position category were developed,
utilizing an online respondent form. To facilitate ease of interpretation, a Likert scale
was utilized, with a weighted range from 1: least comfortable to 5: most comfortable to
evaluate skill attainment.
In addition to key process, management and high performance skills, ten distinct
competencies were reflected in each of the ten evaluations. These were used in the
survey as both options for self-evaluation and text responses for additional learning
and development, and allowed respondents to identify additional learning content. Key
within the analysis, these ten high demand skills included:
1. Communication skills: ​Communication skills involve active listening, presentation as
well as excellent writing capabilities. Such skills used in evaluations asked respondent
to assess how well they felt they could compose correspondences, develop reports,
present findings, and utilize standard information.
2. Computer and technical literacy: ​Basic competency in computer software and use
of technology were evaluated. Proficiency in utilizing computer systems, navigating

4. 3
websites and internet searches and understanding human resources related software
programs were assessed.
3. Interpersonal skills: ​Ability to work with clients, engage in teams, relate to people
and manage conflict was evaluated. Comfort levels in handling conflict, dealing with
upset or angry customers and engaging in conflict resolution were determined.
4. Adaptability:​Ability to manage multiple tasks, undertake responsibilities involving
varying levels of rapidly evolving business environment and the ability to pick up on
new technologies and adjust to changing business surroundings was assessed.
5. Research skills: ​Competency in accessing needed information and data;
understanding and interpreting various levels and types of information and effectively
communicating multiple perspectives of client information and gathering more in depth
information.
6. Project management skills: ​Organization, planning and effectively implementing
projects and tasks for clients and organizational staff; managing multiple tasks and
projects and utilizing project data to make recommendations.
7. Problem-solving skills: ​Ability to use creativity, reasoning, past experience,
information and available resources to resolve issues; competency in critical thinking,
developing sound strategies and presenting possible options.
8. Process improvement expertise: ​Skills in optimizing business procedures and
clarifying and navigating through business processes and practices. Proficiency in
developing business policy and interpreting regulations and rules.
9. Quality Improvement: ​Ability to understand proper procedures, develop a plan to
improve ineffective procedures and activities and communicate steps to improve
program and service functions.
10. Continuous Learning: ​Competency in being aware of skills required to complete a
task, job or work requirement and seeking out and acquiring additional training,
instruction or certification.
Online evaluations were made available for staff completion, from April 4th until April
22nd of 2016. A total of 55 responses were collected, from possible ninety-one
employees. Employees ranging from front line administrative assistants and payroll to

5. 4
mid-level managers and administrators in Human Resources, Client Relations, Risk
Management, Business Development, Training and Worker’s Compensation.
The responses collected from each survey were categorized in three distinct
illustrations:
● Graphical Representation
● Responses by Percentages
● Skill Gaps Identified, Competency Level and Training
Recommendations
Employee Response Profile
Total Staff Responses
Ten key Job Designations were selected to be involved in the analysis:
Job Designations Total Staff Completed Surveys
Administrative Assistant 12 4
Business Development
Manager
4 5
Business Partner 9 7
Human Resource Manager 10 8
On-Site Manager 12 4
Payroll Specialist 15 10
Recruiter 9 3
Risk Manager 9 7
Training Manager 1 1
Workers’ Compensation 10 6

6. 5
Total 91 55
The Training Needs Assessment Results
Interpretation of results has been based on setting performance benchmarks.
Accordingly, the response of “3” was deemed as “somewhat comfortable”, and thus
designated as an indicator for competency training and further skill development.
Thus, responses that resulted in staff reporting scores of 4 and 5, or “strong comfort”
are indications of proficiency and competency in completing that job expectation.
Staff that responded with a “3,” were identified as indicating a deficiency and staff
discomfort in effectively accomplishing that task. Consequently, questions with
responses of 3 and higher were classified as indicating “some deficiency” by
respondents performing that key task. Finally, XX employees that responded with a
score of 1 or 2, were classified as indicating a serious skill gap between what is
expected of them to perform their job and what level of comfort they had in actually
performing that task. These skills thus were designated as illustrating “significant
deficiency” in respondents being able to effectively accomplish this job requirement.
Response Range Comfort and Competency Levels
Scores of 4 and 5 General comfort and competency in
performing skill
Score of 3 Some discomfort and some deficiency with
skill
Scores of 1 and 2 Strong discomfort and significant deficiency
with skill

7. 6
Job Task Evaluations and Responses
Administrative Assistant
Evaluation Response:​Administrative Assistant
Responses
Evaluation Responses - Summary of Results:
Administrative Assistant
Administrative Assistant
Skills Gaps Identified
Type of Comfort and
Competency Levels
Training Recommendation

8. 7
Opening, sorting and distributing
incoming correspondence
Some Deficiency Internal Organizational
Procedures
Managing meetings schedules/office
tasks for staff
Some Deficiency Time Management/Office
Procedures
Maintaining office supplies for
department.
Some Deficiency Internal XX Organizational
Procedures
Anticipating needed supplies Some Deficiency Internal XX Organizational
Procedures
Managing relationships with clients,
vendors, community organizations.
Some Deficiency Conflict Resolution/
Creating Effective
Professional Relationships
and Building Trust
Maintaining professional and technical
knowledge by reviewing professional
publications.
Some Deficiency Internal XX Organizational
Procedures

9. 8
Business Development Manager: ​Evaluation
Results: ​Business Development Manager
Responses​.
Evaluation Responses - Summary of Results:
Business Development Manager
Business Development Manager
Skills Gaps Identified
Type of Comfort
and Competency
Levels
Training Recommendation

10. 9
Developing sales and marketing
plans.
Significant
Deficiency
Sales and Marketing Strategies
Sourcing of potential clients and
business opportunities.
Some Deficiency
Sales and Marketing Strategies
Conducting research and marketing
sales analysis in an effort to stay on
top of growing trends.
Significant
Deficiency
Sales and Marketing Strategies
Staying current on industry trends
and changes.
Some Deficiency Sales and Marketing Strategies
Maintaining records of leads,
opportunities and existing clients
within Salesforce.
Some Deficiency SalesForce Training

11. 10
Developing plans and techniques to
acquire new client
Significant
Deficiency
Sales and Marketing Strategies
Business Partner
Evaluation Responses​: ​Business Partners Response​.

12. 11
Evaluation Responses - Summary of Results:
Business Partners
Business Partners
Skills Gaps Identified
Type of
Comfort and
Competency
Levels
Training Recommendation
Demonstrate learned
business acumen
Some Deficiency Effective Business Strategies and Techniques
Display proficiency in
gathering and analyzing first
person, human intelligence.
Some Deficiency Sales and Business Strategies
Have the ability to engage
clients on any level (Finance,
Operations...)
Significant
Deficiency
Sales Techniques/ Effective Communication
Use client history and
information to make
intelligent decisions
concerning viable business
prospects
Significant
Deficiency
Business Development

13. 12
Create and maintain partner
relationships; discover and
explore business
opportunities
Significant
Deficiency
Business Development
Develop strategic plan for
clients; examine risks and
potentials; estimate partners'
needs and goals.
Significant
Deficiency
Business Development
Close new business deals by
coordinating requirements;
develop and negotiate
contracts; integrate contract
requirements with business
operations.
Significant
Deficiency
Business Development
Maintain personal networks. Significant
Deficiency
Business Development
Read professional
publications .
Significant
Deficiency
Business Development

14. 13
Using software/programs
required for your job
Significant
Deficiency
Business Development
Use leadership skills to
successfully foster business
unit operations.
Significant
Deficiency
Business Development
Analyze financial statements
to assess business unit
performance.
Significant
Deficiency
Business Development
Human Resources Manager
Evaluation Responses​: ​​​Human Resources
Manager Responses.

15. 14
Evaluation Responses - Summary of
Results:​​Human Resources Manager
Human Resources Manager
Skills Gaps Identified
Type of Comfort
and Competency
Levels
Training Recommendation
Consulting with clients on
events such as hiring,
termination, leaves, transfers,
or promotions.
Some Deficiency Human Resources Management
Using software/programs
required for your job.
Significant Deficiency Training in HR related software/programs
Interpreting and explaining
human resources policies,
procedures, laws, standards,
or regulations.
Some Deficiency Human Resource Policy, Procedures and Law

16. 15
Onboarding clients and
processing related paperwork
Some Deficiency Human Resources Training
On-Site Manager
Evaluation Responses:​On-Site Manager

17. 16
Evaluation Responses - Summary of
Results:​​On-Site Manager
On-Site Manager
Skills Gaps Identified
Type of Comfort
and Competency
Levels
Training Recommendation
Reviewing client employee
handbooks for HR
compliance and potential
liabilities
Some Deficiency Human Resources Management
Editing client employee
handbooks using necessary
software, i.e., MS Word.
Some Deficiency Human Resource Policy, Procedures and Law
Updating client information
and tier progression using
Salesforce.
Some Deficiency SalesForce Training

18. 17
Payroll Specialist
Evaluation Responses​: ​​Payroll Specialist
Responses
Evaluation Responses - Summary of
Results:​​Payroll Specialist

19. 18
Payroll Specialist
Skills Gaps Identified
Type of Comfort
and Competency
Levels
Training Recommendation
Training Clients to use web
function of payroll system Some Deficiency Company based Payroll Systems
Setting-up initial payroll
correctly and in a timely
manner
Significant
Deficiency
Company based Payroll Systems
Discovering and discussing
payroll discrepancies with
clients.
Some Deficiency
Payroll Procedures
Using software/programs
required for your job. Significant
Deficiency Office Automation Training
Understanding proper
taxation of employer paid
benefits.
Significant
Deficiency
Employee Benefits Rules and Regulations

20. 19
Executing time clock and
attendance processing and
interfacing with payroll
Significant
Deficiency
Payroll Procedures/Time Clock Systems
Handling difficult/upset
clients Some Deficiency Client Management/Customer
Service/Managing Conflict
Saying "no" to a client when
accommodating their
request is unreasonable or
not possible.
Some Deficiency
Client Management/Customer
Service/Managing Conflict
Assisting with setting up
time clock bridge to payroll
system
Significant
Deficiency
Payroll Procedures/Time Clock Systems

21. 20
Recruiters
Evaluation Responses​: ​Recruiters
Responses

22. 21
Evaluation Responses - Summary of
Results:​​Recruiters
Recruiters
Skills Gaps Identified
Type of Comfort
and Competency
Levels
Training Recommendation
Contacting references and
performing background
checks on job applicants.
Significant
Deficiency
Human Resource Training/Background
Investigation Procedures
Risk Manager
Evaluation Responses​: ​Risk Manager
Responses

23. 22
Evaluation Responses - Summary of
Results:​​Risk Manager
Risk Manager
Skills Gaps Identified
Type of Comfort
and Competency
Levels
Training Recommendation

24. 23
Making assessment of the
safety culture of the client by
performing a risk evaluation,
reviewing loss runs, verifying
correct class codes, and
other related tasks.
Some Deficiency Risk Management and Safety Procedures
Auditing, inspecting and
investigating company
facilities.
Some Deficiency Risk Management and Safety Procedures
Facilitating training
programs to ensure safety
policy compliance.
Some Deficiency
Risk Management and Safety Procedures;
Effective Presentations
Drafting company safety
plans, policies and
procedures.
Some Deficiency Risk Management and Safety Procedures

25. 24
Using software/programs
required for your job.
Significant
Deficiency
Risk Management Software
Training Manager
Evaluation Responses​: ​​Training Manager
Responses

26. 25
Evaluation Responses - Summary of
Results:​​Training Manager
Training Manager
Skills Gaps Identified
Type of Comfort
and Competency
Levels
Training Recommendation
Prepare and implement
training budget
Some Deficiency Budgeting and Financial Management
Conduct performance
evaluations.
Significant Deficiency Effective Performance Appraisals
Manage staff of classroom
facilitators.
Some Deficiency Facilitation and Management

27. 26
Provide leadership
development education.
Some Deficiency Leadership Training
Prepare training budget for
department or organization.
Some Deficiency Budgeting and Financial Management
Analyze training needs to
develop new training
programs or modify and
improve existing programs.
Some Deficiency Needs Analysis and Training and Curricula
Development

28. 27
Workers Compensation Specialist
Evaluation Responses​: ​​Workers
Compensation Responses
Evaluation Responses - Summary of
Results:​​Workers Compensation
Workers Compensation
Specialist
Type of Comfort
and Competency
Training Recommendation

29. 28
Skills Gaps Identified Levels
Getting additional
information about a claim,
as needed.
Significant
Deficiency
Workers Compensation Law and
Procedures
Following up with claims
adjuster, as needed.
Significant
Deficiency
Workers Compensation Claims
Management
Conducting a claims review
meeting with clients.
Significant
Deficiency
Workers Compensation Claims
Management
Creating claims status
reports for clients.
Significant
Deficiency Workers Compensation Claims
Management

30. 29
Understanding workers'
compensation
terminology/acronyms.
Significant
Deficiency
Workers Compensation Law and
Procedures
Handling difficult/upset
clients or client employees.
Significant
Deficiency
Client Management/Conflict Management
Communicating with XX
attorneys and client
attorneys, as needed.
Significant
Deficiency Effective Client Management/Procedures
Using software/programs
required for your job.
Significant
Deficiency
Workers Compensation software

31. 30
Maintaining personal contact
with injured employee who
is away from the workplace.
Significant
Deficiency
Effective Workers Compensation Client
Management/Communication and Case
Follow-Up
Coordinating with payroll to
ensure that proper codes
are entered on timesheets in
order to track any
Continuation of Pay and light
duty hours.
Significant
Deficiency
Effective Workers Compensation Client
Management/Communication and Case
Follow-Up
Contacting medical
providers for updates on
employee's work status and
maintain information and
records as necessary.
Significant
Deficiency Effective Workers Compensation Client
Management/Communication and Case
Follow-Up
Providing high-quality
customer service.
Some Deficiency
Customer Service and Handling Positive
Customer Interaction

32. 31
Next Steps
Prioritizing training needs are critical next steps in effectively addressing XX’s
essential skill and competency needs. Key within this endeavor is to ensure that
organizational, department, team and employee professional development
goals and objectives are clearly identified and linked with mission critical
performance skills development curricula and post training
return-on-investment analysis.
To ensure that the training plan reflects the priorities of XX’s performance
objectives, several points and areas to consider when prioritizing:
● What impact will developing these skills have on organizational
performance and work requirements?
● What format should training take: classroom? Technology based?
● What time frame and organizational timeline should developing these
skills be undertaken? Proposed dates?
● Which skills needs are the most important to short-term and long‐term
success?
● Which skills needs are the most urgent?
● Which days, hours and time blocks can training be delivered?
● Can groups of trainees be scheduled for training, without disrupting work
flow?
Effective planning leads to effective results.