A total approach to training

A total approach to training

Arrow Electric builds its training on employee needs

“It’s no secret that jobs are moving faster. We think jobs are progressing 30 to 40 percent faster than they were 10 years ago,” says Alan Kopp, director of education at Arrow Electric Co., Inc., based in Louisville, Kentucky.

Arrow works across the state on commercial, industrial, government and institutional jobs. It also has telecom, traffic signalization, utility and infrared imaging divisions.

The scope of jobs and the technical aspects of sophisticated electrical systems makes training mandatory to be successful and safe. That’s why Arrow has taken a holistic approach to training.

“We aren’t necessarily driven by budgets. Our training is driven by needs,” says Kopp, who has directed training at Arrow for the last 13 of his 16 years with the company.

An overview
If you take a big-picture look at Arrow’s training strategy, it falls into the following areas:
• Technical training
• Safety training
• Business training
• Quality tool access
• Safety and productivity rewards
• Safety committee guidance/vision

“Ten years ago, we looked at what we could do to help our employees work more productively and safely. We found that if you increase the knowledge of your workers, there is less chance they will get hurt. It also takes the guesswork out of what they do,” he says.

An effective training program has other benefits, says Jessica Thompson, Arrow’s vice president and director of human resources. “We find money is not the No. 1 thing people are looking for in a job. Ongoing education or training is something they appreciate and one of the top reasons we feel we retain so many quality people.”

Ben Mulhall, Arrow estimator, proves this point. He learned about Arrow through high school friends and started working at Arrow as a laborer right after graduation. He liked the work, got into the apprentice training program and after four years, achieved journeyman status. He’s now in estimating.

“I started at Arrow as green as they come,” says Mulhall. “I was a laborer for about nine months, then entered the apprentice training program. Getting through the apprenticeship was well worth it, and the additional training through Arrow has helped me become an estimator,” he says.

Arrow Electric monitors employee training progress and encourages them to attend upcoming training classes. “Cooperation is very high. Many classes are not mandatory. We talk them up and coach them to come. The classes are after work hours and can be challenging to attend after working all day in 90-degree heat,” Kopp says. Attendance and test scores are recorded in each employee’s file.

Technical training
As a merit shop, Arrow relies on various sources for apprentice training but takes an active role in overseeing an employee’s progress.

“We use the Kentucky Electrical Contractors Association, the Independent Electrical Contractors Association and the Associated Builders and Contractors for apprentice training. We work with these groups because our employees live in different parts of the state. They attend the school closest to their home,” says Thompson.

The typical apprentice takes four years to complete the program that requires at least 576 hours of schooling and 8,000 hours of hands-on experience on various types of electrical jobs. Arrow Electric stays intimately involved with apprentices in the program.

“Some contractors let the school fill out all of the paperwork and track the apprentices’ hours. We prefer to do it so we know how students are progressing. Each apprentice is assigned to a journeyman who acts as a mentor and comments on the monthly log sheet about the student’s progress. Seeing an apprentice reach journeyman status is one of the most gratifying parts of my job,” she says.

Even with Thompson’s attention, about 20 percent of Arrow’s employees drop out of the apprentice program. “That’s significantly lower than the 50 percent dropout rate of the overall program. When employees are considering entering the apprenticeship program, I paint a very vivid picture of what it will be like. They already have a taste of electrical work and I think that helps them understand what’s expected of them,” she says.

“The association’s technical training is augmented by task-specific training,” says Kopp.

“We have developed many courses that help meet specific job requirements. We have approximately 65 classes on many aspects of the jobs we do.

“We often bring in suppliers to conduct these classes. They are very cooperative and helpful. We discourage them from doing a sales presentation. Every class evaluates the content and the instructor. If it’s too commercial, the class survey shows it.”

Safety training
Before any employee goes to work, he or she must attend a four-hour orientation. “Safe work practices take up the majority of training time,” says Thompson.

Kopp regularly conducts classes on safety issues ranging from fall protection, hazard communication, bloodborne pathogens and other topics needed for workers to achieve their 10-hour OSHA safety certification.

“We also bring in outside suppliers for specialized training. We had DBI/SALA demonstrate how fall protection equipment worked. We had the workers lifted off the ground while in a body harness to simulate a post-fall position so they know what to expect if they find themselves in that situation. The instructor also covered how workers can reposition themselves if they fell for less strain while they wait for rescue,” says Kopp.

Arrow’s safety committee is made up of Kopp and other experienced foremen and jobsite supervisors. They identify safety training needs then develop a teaching outline. “The committee also investigates any accidents or incidents we have. If they find our work procedures or training needs to be changed, we make those changes,” Kopp says.

The training and diligence to safety has paid off. The company consistently has an experience modification rate (EMR) below industry averages.

Business training
As business systems improve contractor efficiency, field workers must be able to tap into those systems to execute carefully orchestrated plans. Arrow, through a local computer training firm, offers almost 20 different classes to employees. “Classes range from very basic computer courses to how to use our project management software,” says Kopp. Most training focuses on the Microsoft Office Suite, but others get into specialized software. “We find the field people are very motivated to use this technology. It helps make their jobs easier.”

Rewarding safe behavior
Even with the comprehensive training program, Arrow sweetens the pot for workers to work safely and productively.

“Every quarter, we give $50 gift certificates or work-related merchandise to those who have completed the previous three months accident- (injury) or incident- (tool related) free, he says. “If they remain accident- or incident-free for the year, they are eligible for one of two lotteries for $1,000,” says Kopp. The drawings take place at Arrow’s employee appreciation lunch held just before Labor Day.

To add a little fun to safety awareness, Kopp and the safety committee run an ongoing safety slogan contest.

“We have many employees and even family members enter. We get many good ideas and the committee selects one each month.

“We make the winning slogan into a poster that goes up on every jobsite and gets published in the company newsletter. The winner gets a $25 gift certificate plus recognition. It’s very popular. I think it helps people think about safety on the job,” Kopp says.

Quality tools for quality work
The final dimension of Arrow’s all-around training program involves tools. Arrow provides workers with all the tools they need for the job.

“We believe investing in the best tools, equipment and people helps us do a quality job,” says Thompson. “Good tools positively affect morale.”

Mulhall agrees. Coming up the ranks, he appreciated the tools supplied by Arrow. “My friends who work for other contractors often have to provide their own hand benders and drills. Arrow provides those items as well as blades for hacksaws and batteries for flashlights. That makes a difference in your work and your attitude about it,” he says.

Tips for effective training
After a decade of conducting safety training, Alan Kopp at Arrow Electric has a good idea what works . . . and what doesn’t.

Kopp suggests other trainers follow these points to assure students get the information they need.

• Keep groups around 10 people, especially with hands-on training.
• Write an outline and follow it. That is especially important if OSHA investigates your company. “OSHA inspections are performance-based. They will want to see your classwork to assure the training is adequate,” he says.
• Use a variety of media. Videotapes, overheads, hands-on demonstrations and hand-outs help communicate the message.
• Look for supporting materials. “I’ve even used things out of Contractor Tools and Supplies magazine in training classes to make certain points,” he says.
• Watch your audience’s response. “If they had a hard day, be prepared to shorten class time a bit, especially if you are losing them,” he says.
• Test for comprehension and have them evaluate the class. If test scores are low, reevaluate the training. The evaluations let you know what’s needed to make the class better.

Published in the September/October 2001 issue of Contractor Tools and Supplies magazine.