Emily Katz leads Learning and Organizational Development at Clover Health, a team of eight that focuses on two core workstreams: employee training and organizational development.
While the two invariably go hand in hand, the first primarily focuses on skills training and professional development, while the latter focuses on the business structures and tools that support career architectures. All of this means development and delivery of hours of curriculum and classroom learning across a variety of topics. And as far as the creation and roll out of the materials supporting the curriculum? Katz's team has built a system that can navigate the multitude of stakeholders and teams.
Building a knowledge base
Clover draws talented professionals from across many industries, including tech and traditional healthcare. Many of them take on new responsibilities when they start their roles at Clover, such as advancing into new leadership positions, taking on new regulatory responsibilities, and more. Depending on their level of technical adoption, employees need to be trained on the tools and systems Clover uses, as well as on Clover's own products and technology. There's also a focus on developing different skills around leadership, communication, and diversity and inclusion. With almost 600 professionals employed at Clover, it's essential that Emily's team accomplish their work efficiently.
“We use our content in many different formats,” explains Katz. “A single sentence is used in an e-learning module, informational text, and within the platform. Each topic and channel has its own attributes of ownership and responsibility, and we're responsible for tracking everything to ensure updates get made.”
It became very clear that the team needed a method to keep track of all of the information and updates–one that wasn't just in their heads.
“A couple of years ago, our work depended on all of us being in constant communication, all day every day, just to keep everything in motion," said Katz.
To streamline the process, the team built a knowledge base with Airtable that logged attributes such as ownership, expertise, and responsibility. It serves as their central tool for creating and tracking content that spans multiple disciplines, owners and subject matter experts within the company. With stakeholders, experts, outstanding tasks and different versions clearly associated with each piece, wrangling information and updates is a scaleable effort.
Diversity and Inclusion Trainings
Another powerful application arose with their diversity and inclusion trainings. About a quarter of Clover's employees work outside of their main offices, and it's essential that such trainings set the standard for what it means to be inclusive. Video conferencing tools allow employees to dial in and engage with each other, but making a training truly interactive over video posed a challenge.
Airtable really helped us refine our workflows so that we could collaborate with all our subject matter experts efficiently.