Defined Contribution Plans
Service agents are trained to answer employee calls about their 401(k) plans
The course strategy was to deliver five modules online. These modules followed the sequence of activity in the plan: Joining, Managing Money, Accessing Money, and Taking Distributions. A fifth module was organized around special topics that might be of interest only to certain clients. It was called Bridging Client-Specific Issues. Because of bandwidth limitations, those modules used only graphics and text. Modules were chunked into scenario-based lessons, where each began by posing a problem that would result in an employee call to the Service Center.
We created lesson plans, using Gagne’s nine events of instruction, for each module. Each lesson plan was created as a single CBT. The course was designed to work with a content workbook that would be developed and then updated by a subject matter expert (SME). This allowed the ID team to move forward in parallel with the subject matter creation. We also created a workbook for practice activities offline.