Heather A. Heyerdahl Learning & Development Portfolio

The following pages contain examples of both curriculum developed and trainings facilitated by Heather Heyerdahl. While not a comprehensive list, it is a representative sample of the wide variety of

topics, audiences, and formats of her learning and development experience.

Contact Information:heatherheyerdahl@hotmail.com

www.linkedin.com/in/heatherheyerdahl/(773) 339-2325

Creating cultures of collaboration, innovation, and continuous improvement

Table of Contents

COACHING, MENTORING, ONE-ON-ONE TRAINING EXAMPLES

CURRICULUM DEVELOPMENT EXAMPLES

PROGRAM MANAGEMENT Everything You Wanted to Know About Patient Services…and

Then Some Engaging Remote Communities: Program Promotion, Recruitment,

and Management How to Know What’s Going On in a Program You’re Not

Coordinating Enhancing Your Program Management Series Network “Blitz”

PEOPLE MANAGEMENT Change Management: The People Side of Change Maximizing the Potential of Coordinators Overcoming Communication Challenges Re-engaging Inactive and Underactive Volunteers The Power of Thanks: Simple Ways to Recognize Others

TRAINING FOR TRAINERS Looks Matter: How to Effectively Use Visuals to Enhance

Learning E-Learning Design and Adobe Captivate Enhancing Your Skills as a Trainer Fostering Effective Learning in a Virtual Environment Presenting at YASC: Tips, Techniques, and Troubleshooting

CUSTOMER SERVICE Customer Service: Going from Good to Great Enhance Your Customer Service: Connect Shoppers and Donors

with Resources They Need Patient Support Training – ENGLISH and SPANISHPROMOTION, RECRUITMENT, SCREENING

Linking Program Promotion and Recruitment: Working Together for a Common Goal

Successful Screening When You’re Swamped Targeted Recruitment and Screening

SALES AND MARKETING Selling the American Cancer Society Marketing and Communication Techniques

SKILL ENHANCEMENT Cancer 101: An Overview of Risk Factors, Treatments, and

Support Techniques Exploring the Impact of Culture on Cancer Accounting 101

TECHNICAL SKILLS New Employee Training – Accounting & Voyager 7s New Employee Training – Residential Real Estate & Voyager 7s Rentable Items in Voyager 7s Leasing Workflow in Voyager 7s yCRM Navigation and Functionality

CRISIS INTERVENTION AND SUPPORT Crisis Intervention Training – ENGLISH and SPANISH Supporting Survivors In-services Supporting Survivors of Sexual Assault in the Medical Community When Loss Comes

COACHING, MENTORING, AND ONE-ON-ONE TRAINING EXAMPLES

American Cancer Society:

Coached Community Mission Directors to increase program capacity and address team resistance

Advised and oriented Mission Delivery Director regarding program management issues in the Silicon Coastal Region of the California Division

Coached Regional Director to revitalize her team and transform an underperforming program by increasing promotion, service delivery, and recruitment. Also strategized implementing accountability measures.

Coached staff Specialists to increase their effectiveness in managing communication and accountability challenges with their colleagues

Trained Mission Delivery Manager on program and team management

Oriented new Training Managers to American Cancer Society programs, volunteer management, staff collaboration strategies, and training techniques

Assisted with staff orientation as a Welcome Ambassador by providing a personalized welcome to new staff, serving as a safe “go to” person for questions, and being an additional resource for cultural assimilation to the American Cancer Society.

Yardi Systems, Inc.:

Provided individual coaching to those employees who scored lower on post-training exams.

CURRICULUM DEVELOPMENT EXAMPLES

The American Cancer Society: Who We Are and What We DoCustomizable PowerPoint presentation created for all American Cancer Society staff to use for presenting to a wide variety of audiences including health care providers, community based organizations, donors, and volunteers. Click here to view.

Look Good Feel Better for Latinas Implementation ToolkitThis toolkit contains information, strategies, timelines, and templates for American Cancer Society staff to launch and/or expand Look Good Feel Better Programs targeting the Latino community. Click here to view.

Cancer 101 E-LearningPart I: Risk factors, what you can do to stay healthy, early detection and treatment options. Part II: Side effects and common concerns for patients and caregivers, and strategies you can use to support them no matter what your role. Click here to view Part II.

Exploring the Impact of Culture on CancerPart I: Examine how culture can impact someone's risk of being diagnosed with cancer, dying from cancer, and ability to access medical care and support. Part II: Learn what you can do to provide more culturally sensitive service to support cancer patients and caregivers, and how you can help your local American Cancer Society office, local programs, and events to appeal to a wider cultural base. Click here to view Part II and download the workbook.

When Loss ComesDiscovery Shop Managers will most likely be confronted with the loss of a customer, donor, or volunteer due to cancer. Increase your ability to cope with loss, recognize the signs of grieving, and gain support skills to use when you or someone you know is challenged with grief and loss. Click here to listen to the audio, and here to download the PowerPoint.

Accounting Job AidesThese worksheets support new Yardi employees as they acquire knowledge of accounting principles. As trainers review key concepts, employees are encouraged to fill in the blanks and develop their own “cheat sheets” for future reference. Click here to view.

PROGRAM MANAGEMENT Training Title Format(s) Description Audience(s)

Everything You Wanted to Know About Patient Services…and Then Some

Face-to-face(2 days)

In-depth orientation to policies, procedures, roles, and responsibilities regarding American Cancer Society service programs. Includes strategies to successfully manage people and begin strategic planning.

New Specialists and Managers

Engaging Remote Communities: Program Promotion, Recruitment, and Management

Webinar This topic is designed to stimulate discussion, problem-solving and partnerships among staff who work with remote communities. Strategies for managing large geographic areas, implementing and maintaining rural events and programs, and recruiting and managing people who live in distant communities will be shared.

New and experienced Managers

How to Know What’s Going On in a Program You’re Not Coordinating

Webinar How can you effectively manage programs and volunteers when you're not always sure what's going on? Coordinating the services of Road to Recovery and Reach to Recovery involves communication primarily between patients, Cancer Resource Specialists at the Network, and Volunteer Coordinators. Tune in for strategies, tools, and tips you can use to regain a sense of connection to programs like these, and increase your ability to monitor and manage these programs and volunteers.

New and experienced Managers

Enhancing Your Program Management Series:

ACSMissionTraining.orgSiebelBusiness Objects XI

Webinar This series of webinars will help participants learn to use the features of www.ACSMissionTraining.org, Siebel, and Business Objects XI as program management tools to increase program capacity and efficiency.

New Managers

Network “Blitz” Face-to-face(2 days)

Webinar series

Overview of the American Cancer Society’s support services including why we do what we do, how we do what we do, and best practices for doing what we do. Recruitment, management, and retention will be covered in detail.

New Managers

PEOPLE MANAGEMENTTraining Title Format(s) Description Audience(s)

Change Management: The People Side of Change

Face-to-face(1 day)

Explore the impact of change and transition in the workplace – on you, on your colleagues, on your team – and how to overcome obstacles to change.

All Staff

Maximizing the Potential of Coordinators

Webinar This Hot Topic is designed to stimulate discussion, problem-solving and partnerships among staff who work with Coordinators. Tips for nurturing relationships with Coordinators, leveraging those relationships when needed,

New and experienced Managers

addressing breakdowns in communication, and more will be shared.

PEOPLE MANAGEMENT, continuedTraining Title Format(s) Description Audience(s)

Overcoming Communication Challenges

Webinar Learn strategies for successfully navigating sensitive situations and addressing "tough topics" while still maintaining positive partnerships and keeping people engaged. Designed to stimulate discussion, problem-solving and tip-sharing among staff.

All Staff

Re-engaging Inactive and Underactive Volunteers

Webinar Are some of your volunteers not as involved as you'd like them to be? Have you had volunteers go on vacation and just never come back? Join us to discuss, problem-solve, and share strategies to re-engage those volunteers who've been "off the radar" for a while.

New and experienced Managers

The Power of Thanks: Simple Ways to Recognize Others

Webinar Every single one of us has a crucial role to play in recognizing our volunteers, even when it's not necessarily written into our job description. Join this call to exchange creative ideas for volunteer recognition that are both cost-effective and won't take up too much of your time.

All Staff

TRAINING FOR TRAINERSTraining Title Format(s) Description Audience(s)

Looks Matter: How to Effectively Use Visuals to Enhance Learning

Webinar Increase learner comprehension and retention by using visuals. This session will help you strategically identify when visuals are appropriate, select the most appropriate visuals, and use them effectively.

Functional Training Staff

E-Learning Design and Adobe Captivate

Webinar Arm yourself with tools to help your development of e-learning, particularly when working with Adobe Captivate. Break down the e-learning development cycle from start to finish, assess the best e-learning treatment for given content, and illustrate ways to evaluate comprehension.

Functional Training Staff

Enhancing Your Skills as a Trainer

Teleconference Gain presentation, facilitation, and training techniques to become a more confident public speaker and enhance participant learning. Adult learning theory, trainer tips, and suggestions for managing challenging situations will be shared.

Functional Training Staff

Fostering Effective Learning in a Virtual Environment

Webinar As trainers in an increasingly global work environment, one of our many challenges lies in how to effectively convert the strategies we use in a traditional classroom to the virtual world. Learn how you can make a virtual learning environment just as effective, if not more so, than the classroom.

Functional Training Staff

Presenting at YASC: Tips, Techniques, and Troubleshooting

Face-to-face

Webinar

Learn how to increase the engagement of clients who attend classes at the Yardi Advanced Solutions Conference (YASC), help them retain more of the knowledge and skills you’ll share, and gain troubleshooting techniques to manage challenges that may arise.

New & Experienced Presenters

CUSTOMER SERVICETraining Title Format(s) Description Audience(s)

Customer Service: Going from Good to Great

Face-to-face(2 hours)

Superior customer service is the key to Yardi’s success, and the reason why clients keep coming back. Elevate your level of customer service from good to great by learning how to overcome common barriers to providing great service.

Client Services Staff

Enhance Your Customer Service: Connect Shoppers and Donors With Resources

Teleconference Enhance your connection with customers and donors by learning how to connect them with local services, information, and emotional support. Learn how your work can save more lives in the fight against cancer while increasing customer traffic and satisfaction.

New and Experienced Managers

Patient Support Training – ENGLISH and SPANISH

Face-to-face(1 day)

Teleconference Series

Gain skills to provide optimal service and support to cancer patients, survivors and caregivers. Participants will learn about new support services to increase quality of life, develop their communication skills, heighten their cultural awareness, gain knowledge about palliative care to support patients dealing with pain, and break taboos about advanced cancer and end-of-life.

All Staff and Volunteers

PROMOTION, RECRUITMENT, SCREENINGTraining Title Format(s) Description Audience(s)

Linking Program Promotion and Recruitment: Working Together for a Common Goal

Webinar Designed to stimulate discussion, problem-solving and partnerships between everyone involved in promoting and recruiting for ACS programs and events. "Out-of-the-box" strategies for promotion & recruitment will be shared, as well as how to further link these two essential job functions.

All Staff

Successful Screening When You’re Swamped

Webinar Designed to stimulate discussion, problem-solving and partnerships between everyone involved in screening people and matching them up with an appropriate role. Tools, resources, and unique strategies staff have developed to stay on top of timely screening will be shared.

All Staff

Targeted Recruitment and Screening

Teleconference Increase retention by matching people with the most appropriate roles by strategically assessing local community and program needs. Exchange ideas for recruiting the right people, best practices for screening and assessing, and gain techniques to manage challenging recruitment and screening situations.

New and Experienced Managers

SALES AND MARKETINGTraining Title Format(s) Description Audience(s)

Selling the American Cancer Society

Webinar Our constituents – donors, employers, patients, sponsors, volunteers, legislators, and more – need to understand the mission of the American Cancer Society to become engaged and invested in the fight against cancer. Learn how to effectively communicate who we are and what we do, as well as how to promote and “sell” our services to your community.

All Staff

SALES AND MARKETING, continuedTraining Title Format(s) Description Audience(s)

Marketing and Communication Techniques

Teleconference Increase participation in your trainings, events, and programs by getting the word out in the right way. What you say is just as important as how you say it. Learn how to help people see the benefits of participating, appeal to a wider audience, and overcome resistance.

New and Experienced Managers and Directors

SKILL ENHANCEMENTTraining Title Format(s) Description Audience(s)

Cancer 101: An Overview of Risk Factors, Treatments, and Support Techniques

Teleconference

Webinar

E-learning

Arm yourself with information about cancer to better support patients and caregivers. Increase your awareness about risk factors, options for early detection and treatment, as well as side effects and common concerns for patients and caregivers.

All Staff

Exploring the Impact of Culture on Cancer

E-learning Examine how culture can impact someone's risk of being diagnosed with cancer, dying from cancer, and ability to access support. Learn what you can do to provide more culturally sensitive service to support cancer patients and caregivers, and how you can help your local American Cancer Society office, local programs, and events to appeal to a wider cultural base.

All Staff

Accounting 101 Face-to-face

Webinar

E-learning

Accounting principles form the backbone of Yardi software, so it’s important for all employees to know at least the basics. This class will provide an overview of cash and accrual accounting methods, the accounting impact of transactions, and how to view the impact on reports.

New and Experienced Staff

TECHNICAL SKILLSTraining Title Format(s) Description Audience(s)

New Employee Training – Accounting & Voyager 7s

Face-to-Face(4 days)

E-learning

The first of Yardi’s 3-week New Employee Orientation, Accounting Week develops employee’s skills related to accounting principles and the major accounting functions of Voyager 7s software.

New Staff

New Employee Training – Residential Real Estate & Voyager 7s

Face-to-Face(4 days)

E-learning

The second of Yardi’s 3-week New Employee Orientation, Residential Week develops employee’s skills related to residential real estate best practices and the major residential functions of Voyager 7s software.

New Staff

Rentable Items in Voyager 7s

Webinar Learn how to create and manage rentable items using Voyager 7s software, as well as troubleshoot common issues.

New & Experienced Staff

TECHNICAL SKILLS, continuedTraining Title Format(s) Description Audience(s)

Leasing Workflow in Voyager 7s

Face-to-face

Webinar

This course will provide an overview of Voyager 7s software features that track the progress of prospects as they convert into applicants, and eventually, future residents.

Clients

yCRM Navigation and Functionality

Face-to-face(4 hours)

Learn how to effectively use yCRM, the official communication and documentation tool of Yardi, to track sales, manage projects, and provide customer support.

New Staff

CRISIS INTERVENTION AND SUPPORTTraining Title Format(s) Description Audience(s)

Crisis Intervention Training – ENGLISH and SPANISH

Face-to-face(60 hours)

Comprehensive 6-week training to become certified as California Sexual Assault Counselor. Participants will learn and practice the fundamentals of providing crisis counseling, advocacy, information, and accompaniment to survivors of sexual assault and their loved ones.

New Staff

Supporting Survivors In-services

Face-to-face Monthly in-services for Sexual Assault Counselors on a variety of topics relevant to supporting survivors of sexual assault and their loved ones. Issues addressed include medical, legal, psychological, spiritual, and social factors of the survivorship experience.

Experienced Staff

Supporting Survivors of Sexual Assault in the Medical Community

Face-to-face In-services for health care professionals who come into contact with survivors of sexual assault. Mandated reporting, forensic examinations, legal implications, common emotional reactions, and connecting survivors with support resources are addressed.

Health Care Professionals

When Loss Comes: For Discovery Shop Managers

Webinar Discovery Shop Managers will most likely be confronted with the loss of a customer, donor, or volunteer due to cancer. Increase your ability to cope with loss, recognize the signs of grieving, and gain support skills to use when you or someone you know is challenged with grief and loss.

New and experienced Managers