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As the Learning & Development Leader for Enterprise Strategic Initiatives at WM, Dimple oversees process development, project management, and change implementation. Her passion for human-centered approach extends beyond product design into areas such as talent acquisition, upskilling, customer service, and internal workflow enhancement. This approach empowers her business partners to maintain a workforce that is adaptable, resilient, and motivated in the face of evolving challenges. Dimple recently co-authored an ATD article called "Mindset, Skill Set, Toolset-The WM Approach." Beyond her professional role, Dimple is a dedicated fitness enthusiast and advocate for a healthy lifestyle, hosting evening group kickboxing sessions at the YMCA.

Dimple Arora

From a learning and development perspective, mindset, skill set, and toolset are three interconnected elements that contribute to a training program’s success. Here’s a breakdown of each term and their significance in designing a learning

Mindset, Skill Set, Toolset—the WM Approach

At the Federal Reserve Bank of New York, employees not only need core knowledge of the finance and banking industry as well as compliance requirements and procedures; they must have expertise in general leadership skills, such as communication, and emerging and technical areas, such as data analysis. Employees likewise must stay up to date on the technology and tools they use every day.According to Jeremy Manjorin, the organization’s chief learning officer, that broad spectrum of skills demands a “holistic approach to employee development that takes into consideration not just the technical [skills] but the values and behaviors we want at the New York Fed.”Given that experience levels among workers can range from people with doctorates to those in their first year of work, Manjorin notes, that variance can complicate the development and rollout of learning initiatives.“We really have to make sure that we are focused on the learning needs of the total employee population, whether they’ve been here for one year or 30 years, and in whatever group they work in. It’s a challenge,” he admits.Mission-driven learningThe Federal Reserve, commonly called the Fed, is an independent governmental entity created by Congress in 1913 to serve as the central bank of the US. The Federal Reserve Bank of New York is one of 12 regional banks that work within that system to foster economic and financial stability and vitality throughout the country.“We’re a mission-driven organization. Our goal is to make the US economy strong and create a stable financial system for all segments of society,” says Manjorin.Although the New York Fed serves a geographically small area compared with the other Federal Reserve banks, it is the largest in terms of assets and volume of activity. Chief among the functions for its approximately 3,000 employees is the implementation of monetary policy, one of the Fed’s three central missions. The other two missions are international operations and supervision and regulation.Carrying out those missions requires its workforce to have a wide array of skills and competencies.Mapping skillsLike in many organizations, while the various roles at the New York Fed seem significantly different on the surface, they typically have common skills. To get a better handle on the shared and distinctive skills of each job, the New York Fed embarked on an organization-wide skills-mapping journey.“We have taken on a skills-based approach to talent development at the bank. This means you have a holistic understanding of your workforce—really understanding the roles, then mapping those roles to specific skills,” Manjorin explains.The New York Fed started the initiative by conducting an analysis of all roles throughout the entire workforce, isolating the skills, knowledge, and competencies required for each. The first pass at mapping skills was automated, using market data and job descriptions and then marrying that information to the New York Fed’s internal profiles to create extensive skills taxonomies.“There’s technology that helps facilitate skills analysis, but it also requires a lot of input from subject matter experts,” Manjorin states. “This was a bankwide effort. It’s not just an HR effort. It’s not just the talent development department or the organizational effectiveness department. We needed subject matter expertise at all levels.”After the initial intake, the teams worked with subject matter experts to validate the information gathered and align similar skills and competencies to each role as well as help define requirements for demonstrating proficiency. For example, when defining competencies around project management, specific skills may be the same, but the proficiency level for an entry-level project manager will of course be different from that of an experienced project manager.“SMEs would go in and review all the roles within their function, evaluate the skills we identified, and calibrate the assigned proficiency levels,” Manjorin shares.The teams worked with SMEs to conduct several levels of validation. The result is a complete skill ontology and architecture with mechanisms in place to update the architecture as additional roles and skills emerge.“The skills ontology is not set stone,” Manjorin explains. “As new roles develop, it grows and evolves too.”Linking skills to development“The driving force behind skills mapping was so that our people could get a better understanding of their skills and career development planning, and the organization could get better at enabling the development of our talent,” he adds.
Manjorin notes that a skills-based approach helped his team cultivate a heightened awareness of the organization’s learning needs and opportunities, in addition to its existing training and development resources. By having individual skills and competencies identified for each role, the team was able to connect them to workshops, online learning programs, training programs provided through content partners such as LinkedIn Learning, and microlearning assets.In addition, the talent development team used the gathered information to create a variety of learning paths that guide employees to deeper skill proficiency. Fortunately, many assets and programs work for multiple roles. More importantly, the learning function was able to spot gaps among its learning deliverables and determine where it needed to build, refresh, or buy new learning solutions.“Skills mapping helped us gain insight into the most coveted or sought-after skills as well as where the organization had opportunities to provide the right learning,” Manjorin states. “For the learning function, it’s a way to see those opportunities at a glance. It was transformative from a strategy and planning perspective.”During the past 18 months, the talent development team has built a robust catalog of offerings and paths that enable employees to self-serve development. “What we really want to do is change the model from ‘We’re going to push learning to people’ to where managers and employees say, ‘This is what I want to develop’ and simply access it,” explains Manjorin.“And if individual employees or managers do not see what they need, we encourage them to let us know. They can tell us what type of skills they want and why they need to develop them. That type of feedback is baked into the infrastructure of the catalog.”What’s more, when employees are looking to develop a skill or competency, the catalog enables them to search assets such as formal workshops and e-learning programs that are part of a learning path. But there’s another learning component outside of the formal aspect of a learning catalog.The organization has released a marketplace of on-the-job learning experiences that fall outside of a classroom-based approach. In fact, the New York Fed has formalized such experiential development opportunities into what it calls gigs.“These gigs are longer-term opportunities where employees go to a different department, function, or group to work for a specified number of hours a week over the course of a few months,” Manjorin states. “They focus on performing tasks that offer identifiable skill development and experiential learning opportunities.”While those short-term, project-based assignments always existed, he asserts that there is now a “more intentional effort toward tying gigs to specific skills and a focus on an employee’s skill development.”Any department can launch a gig. For example, let’s say a team has a major project on the horizon. The manager can create a gig that the entire workforce can view. The gig profile must pinpoint specific skill development opportunities the employee will gain from the experience, making it a far more valuable endeavor.“We changed it from simple ‘Department X needs a pair of hands’ to ‘this is a development opportunity,’” Manjorin explains. “That narrative shift and the ability to see how the work benefits the employee’s development right in the gig’s description invigorates our people around talent development.”Opportunities to develop select skills needs to be distributed broadly throughout the organization. Just as anyone can launch a gig, any employee can apply for one. Manjorin describes how having workers participate in gigs in other departments creates a competency boost for their original team as well.“Maybe a team needs a certain skill or more likely a higher proficiency level of that skill. Or perhaps an employee is really interested in learning a skill or raising their proficiency so they can move their career to the next level. Training will only get them so far without experiential learning and on-the-job experience.”He adds: “Gigs are not only about filling a resource need. It’s actually about ‘How can we build skills organization-wide and nurture networks? How can we cross-pollinate the workforce?’ Learning from people who have the skills is really what gets people to advance in their careers.”What’s next?“Our people are seeking a stronger understanding of their own career potential and development. They’re looking for career mobility,” says Manjorin. “They want awareness and insight of not only their current role and skills but skills for future roles. They want a better understanding of career planning.”
He imparts that people leaders at the New York Fed are also starting to look for more development and mobility opportunities for their people.“Aligning skills through roles helps bolster the idea of mobility because we can look at different skills and see how some skills are usable across different roles. That opens up more opportunities within the bank,” Manjorin explains.“This holistic approach to skills and development makes it easier for our employees at the New York Fed to identify their own career path and start planning their own development journey.”The views expressed in this article are the author’s and do not necessarily represent those of the Federal Reserve Bank of New York or the Federal Reserve System.

Banking on Holistic Development

They're creating computer code, carting food and passengers around in their own cars, and popping in monthly for a project meeting. What's their story? Are these occasional workers underemployed, unable to secure a salaried job? Are they Millennials and Generation Z-ers sampling different occupations before they commit to a career? Or Baby Boomers making some extra cash to supplement their retirement savings?They could be any of those―or none of them. Meet the gig workers, a burgeoning population in the labor force that is changing the way company leaders look at workforce planning and the way people view work."As individuals have entered the workforce and evolved, they are asking for more flexibility," says Kurt Heikkinen, president and CEO of staffing company Montage. And, as access to health insurance has become increasingly separate from full-time employment, "workers have really gained a sense of freedom. They look at [their careers] as a series of gigs, a series of projects and experiences, as opposed to a long-term career at a given employer."Figure 1: Gig Workers Look Like the Broader WorkforceThe following charts illustrate the demographics of self-identified gig workers compared with those of the entire U.S. workforce. Source: Morning Consult.But these aren't the typical temp staffers of yore―the "Kelly Girl" secretaries and Manpower workers who filled in for office staff when an employer had a hole in the schedule. Nor are they limited to the classic freelancers in creative fields―writers, editors, musicians, and graphic artists. Nowadays, gig workers run the gamut, from Uber drivers to IT technicians to travel nurses. And they are an integral and growing part of the knowledge economy.Many businesses have embraced this pipeline of on-demand talent. Yet, despite all the promise of the gig economy, it is a work in progress. The rules are still being written as companies and workers alike adjust to new ways of getting work done.Two Types of Gig WorkersGig work itself is not new. "People have always worked this way," but the prevalence and types of gig jobs have changed over the years, says Diane Mulcahy, author of The Gig Economy: The Complete Guide to Getting Better Work, Taking More Time Off, and Financing the Life You Want (Amacom, 2016). "This kind of work is growing at a rapid rate," she says, particularly in white-collar jobs and the tech economy.There are two types of gig workers, Mulcahy says: first, those who are searching for full-time work and need to make some cash and contacts while they job-hunt and, second, those who simply don't want or need full-time employment.The latter group includes a lot of younger people, for whom the idea of a 40-years-and-you-get-a-gold-watch kind of job is something their grandparents did. They aren't attracted to what they see as an outdated model of sticking with one company―or even one profession―for an extended time. But this group also includes retired or semi-retired people who may or may not need the money but who want to stay engaged and active regardless. And there are also mid-career folks who want the flexibility and freedom of doing what they want more or less when they want, drawing on years of experience to cherry-pick appealing projects.In the United States, more than 40 percent of workers are employed in "alternative work arrangements," such as contingent, part-time, or gig work, according to Deloitte's 2018 Global Human Capital Trends study. In a 2016 Adobe survey, 56 percent of office workers predicted that everyone will do some gig work in the future. Asked to look ahead to 2020, 28 percent of business leaders and chief human resource officers said they anticipated an increase in gig workers, the Deloitte study found."The vast majority [of gig workers] are folks who easily could go get [traditional full-time] jobs somewhere," says Lori Williams, vice president of fulfillment at Gigster, a software developer that has 80 employees on staff and works with 1,000 gig workers. "They've chosen this lifestyle."The top benefit of the arrangement for them is autonomy. They have greater control over their schedule and they can avoid routine annoyances such as bad managers, office politics, and interminable staff meetings. They also might learn new skills and gain valuable experience at a temporary stint, ultimately giving them the tools to advance in other gigs or in staff jobs.Employers, too, enjoy the perks of an open relationship, gaining access to skills and talent without having to commit to a full-time hire. And managers can supplement staff with gigsters who have the talent and knowledge not only to advance a project, but to teach regular employees new skills."It's really [about] how can we continue to scale as an organization?" says Vlasta Dusil, senior vice president of HR for computer technology company SAP's Cloud Business Group. "We talk about diversity, with gender, with different generations. In our view, this is another way of looking at diversity."Growing PainsStill, there are some drawbacks―for both sides. The "flexible schedule" so many people crave can lead to them being underemployed. The gig worker might also miss out on the advantages that come from committing to one employer. Among those advantages is professional development."How are these people going to train and develop and grow?" says Jennifer Graham-Johnson, SHRM-SCP, recently retired chief HR officer at WestRock Co., a paper and packaging products manufacturer."I do worry we are going to have a group of people who are . . . unable to advance" if they ever decide they want full-time employment because they haven't had the opportunity to develop their skills and knowledge through training and classes.Then there's the issue of employee benefits.Gig workers don't get health insurance, paid time off, or 401(k) contributions from employers. Offering them the same perks that staff members get could set an employer up for legal challenges and negate savings typically associated with hiring gig workers.It could also harm recruiting efforts. After all, good benefits are one of the selling points companies use to attract full-time talent. Why would people want to join your team as full-time employees if they can enjoy the freedom and flexibility of gig work and get the same benefits as regular employees?The bigger issue may be that offering the same benefits to contractors and regular staff could get the company in trouble with the IRS, which has a 20-point test to determine whether workers are independent contractors or employees entitled to the employer-paid share of FICA taxes. Microsoft and other employers have had to pay millions of dollars in back taxes and damages after being sued by workers who said they were paid like independent contractors but treated like employees.Figure 2: What Motivates Gig Workers? Source: Shiftgig, Profile of a Gig Worker, 2018.Playing Catch-UpGovernment and businesses are lagging on other fronts related to the gig economy, too. Banks, for example, might be skittish about lending money to a potential homeowner who doesn't hold a permanent job. And gig workers don't get unemployment benefits, COBRA, or worker’s compensation.Companies can help fill the gaps. One way is to offer voluntary benefits that are fully paid for by the worker but administered by the employer. E-commerce website Etsy, for example, has partnered with Stride Health to act as a health insurance broker for the people who create the art, jewelry, and other items sold on Etsy.Still, the gig economy is clearly moving faster than the institutions that deal with these workers."I don't think we've caught up to this type of worker," says Arthur Tacchino, chief innovation officer at the compliance technology company SyncStream Solutions. "The workforce is changing. So how are the coverage, insurance, and benefits going to evolve to fit the newer kind of workforce we are seeing?" There's no clear to answer that, Tacchino says."Regulators and courts are trying to apply 20th-century law onto a 21st-century problem," says Richard Meneghello, an employment attorney and partner at Fisher Phillips. "Our hope is that once people realize it's not just a passing fad, regulators and legislators will get more serious."One agency trying to change with the times is the Securities and Exchange Commission, which is taking a fresh look at compensation for gig workers. The agency is considering revising its rules to make it easier for people who are classified as independent contractors to receive stock awards from the companies that employ them, the New York Times reported.While governments and financial institutions adjust, the market for gig workers is maturing, fueled by technology platforms that help both sides of the work arrangement find each other. Online labor platforms such as Upwork, Gigster, TaskRabbit, and Freelancer are not only empowering the gig economy, but revolutionizing the way workers and companies connect."The technology is making the whole market more efficient," says Marion McGovern, author of Thriving in the Gig Economy (Career Press, 2017) and co-founder and former CEO of M Squared Consulting.Upwork, for example, connects computer-industry freelancers in 170 countries to employers who need their services, charging the worker a fee of 5 percent to 20 percent of the job's pay. ShiftPixy and others hire workers (paying the employer share of payroll taxes and taking care of other compliance issues), then "lend" them to clients in the hospitality and restaurant industries. The company has an app that allows people to broadcast their availability and apply for certain shifts in their communities.As Uber was creating its digital platform for drivers, the job market for gig work was exploding, says Scott Absher, ShiftPixy's CEO. "People are looking for ways to recobble their income," and these platforms make that more efficient, he says.Managing the GigSo how do today's people managers handle gig workers, follow the law, and head off potential tensions with full-time staff? Some tips:Decide who will drive the decision-making on hiring. A simple procurement process may be enough to fill an open gig for an IT techie, while a speechwriter for a CEO will likely require input from the chief executive.Pay people promptly. "I can't tell you how many companies are on 60- to 90-day schedules" for contracts, McGovern says. But individuals expect to be paid faster and more often.Know the law—and do not treat gigsters like employees. In fact, don't even use the word "hire" to describe the working arrangement, advised Rebecca Cenni-Leventhal, founder and CEO of staffing and recruitment firm Atrium. People who work gigs are "engaged," not hired, she cautioned.Protect confidential company information. This is especially important when using outside contractors for a business dealing with sensitive client information, such as health data and Social Security numbers.Let your own staffers gig―even at your company. Since many workers crave the opportunity to learn something new, offer full-time staffers the chance to develop by giving them a gig in-house.Keep staffers and gigsters separate, when warranted. "Having [gig workers] participate in regular team meetings or asking them for regular updates and reporting is not wise," says Cenni-Leventhal, as that may cause them to be viewed as employees rather than independent contractors. "Inviting them to one holiday party isn't too much of a risk, but when you start having them participate in team-building activities and attending company functions, it can get tricky."Make your gig workers feel welcome and valued. "Make sure you afford them the correct level of respect," McGovern says. "This is someone who is going to add to the team, bringing in skills or knowledge and experience to help the effort."On top of that, she adds, it's important to recognize the dignity of their career choice. After all, it's a work arrangement more business leaders can expect to manage in the coming years.Copyright 2019, SHRM. This article is reprinted from www.shrm.org with permission from SHRM. All rights reserved.

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