How Can I Effectively Use Command Cloud Despite High Staff Turnover?

According to global professional services company, Accenture, learners forget 70% of training content within 24 hours and nearly 90% within a month. When combined with turnover rates exceeding 50% annually in some jails, it’s no surprise that correctional officers struggle to use software to their full advantage. They simply can’t remember how.

In this blog, we’ll explore what happens when your facility has already gone live with Command Cloud but you're unsure how to jumpstart training due to the retirement of the subject matter experts who knew how to use it.

How Can We Get New Training for Our Existing Deployment?

Suppose you need to train a few dozen new employees who joined after the initial deployment and did not receive training through our Academy. In that case, they may have only been trained using tribal knowledge and outdated GUARDIAN RFID learning guides.  

To cover the basics of Command Cloud, including creating and managing new users, activity logging, security rounds in Mobile Command XR, and using Mission Command for reporting and data visualization, we recommend working with your JailOps account manager to explore two options:

1. Coordinating introductory product training via Zoom or in person (note that on-site training incurs a daily fee).
2. Scheduling formal on-site classroom training with Academy trainers.

While remote training is the most flexible and cost-effective option, it can have some drawbacks, such as:

• Less personal interaction
• Limited opportunity for questions and deeper understanding
• Potential technical issues preventing some staff from participating

In contrast, in-person classroom training eliminates these challenges by:

• Being more personalized and engaging
• Allowing attendees to ask questions and gain a deeper understanding
• Virtually eliminating technical issues

However, in-person training comes with a higher cost due to daily trainer fees. When deciding between these two options, consider the following:

• How long ago was your initial training?
• What results are you seeing from Command Cloud today?
• What are your main needs (e.g., optimizing rounds compliance, activity logging, PREA compliance)?

For example, if your initial training was over a year ago and 50% or more of your staff feels that refresher training would be helpful, scheduling formal training could be beneficial. With hundreds of new features released annually, a complete reboot of your learning efforts may be necessary to fully leverage all available features. In that case, two days of classroom training may be the best choice.

What Best Practices Can Our Team Use to Ensure Learning and Continuity Going Forward?

Building continuity with any software is essential but can be challenging. Relying on just one subject matter expert puts you at high risk for knowledge loss. Even sharing knowledge among a few people is not always enough to fully optimize your use of Command Cloud or any software. 

Here are three ways to ensure better continuity and deeper software usage:

1. Conduct regular training sessions
   For Command Cloud, which receives numerous software updates throughout the year, holding regular training sessions led by your subject matter experts keeps the team aligned and engaged. If these sessions are done in partnership with our Academy team, your staff may also earn continuing education credit.
   
   
2. Regularly update training materials
   Some agencies, like Berks Co. Jail in Pennsylvania, create their own GUARDIAN RFID user guides, often with input from a skilled sergeant who captures screenshots and updates the guide to reflect new policies and procedures. However, you don’t have to create your own guides—GUARDIAN RFID provides updated training materials that you can share with your team or customize for your facility’s use of Command Cloud.
   
   
3. Peer-to-peer learning
   Assign a super-user to each shift—someone responsible for leading peer-to-peer learning and answering any questions related to Command Cloud. These super-users, or power-users, may not hold senior rank but are quick to grasp new technology and excel at communication.

What is Academy Unlimited and is it Right for Me?

Another option is our subscription-based learning service, Academy Unlimited. This platform provides self-paced video lessons on all GUARDIAN RFID products, including Command Cloud. With Academy Unlimited, your team can earn certifications through Certified Learning Paths (CLPs) on specific topics like mobility or product mastery, such as Mobile Command XR. 

The benefit of Academy Unlimited is its flexibility, allowing your team to learn from home or the facility. However, as the lessons are pre-built, any questions will need to be directed to your JailOps account manager for clarification or real-time support. 

Ultimately, our goal is to help your team become Command Cloud experts by offering multiple ways to deepen or refresh their knowledge and maximize success with your investment.

Lost or inadequate user knowledge can prevent you from using software, like Command Cloud, to its full potential. Not knowing how to use, or at least use the product well, will lead to suboptimal use, increased support tickets, and staff frustration. Options like remote training offer a low-cost, flexible option but may lack personal interaction and long-term learning effectiveness. 

Alternatively, GUARDIAN RFID provides on-site training led by JailOps and Academy instructors. The best choice depends on factors such as class size, the level of knowledge needed, how long it’s been since your go-live, and specific features you need to learn. 

Whatever option you choose, we’re excited to help you deepen your Command Cloud knowledge.