When home health and hospice agencies invest in new technology, the expectation is usually clear: increased efficiency, improved compliance, and better outcomes. But even highly advanced systems can fall flat if workforces aren’t prepared to use them. A lack of training, compounded with fear and resistance from staff, can derail even the best technology investments.
The takeaway? Training your workforce for technology adoption is just as much about people as it is software skills.
Effective training goes beyond teaching technical know-how and creates a culture of change.
Strong communication, clear expectations from leaders, and thoughtful planning set the stage for a successful transition. But what does it look like in action? Below, we explore high-level strategies for preparing your workforce for adopting new tech based on insights from industry experts.
Want a deeper dive into this topic? Check out the full on-demand webinar, How to Train Your Workforce to Support Technology Adoption, here.
Why Workforce Training Matters
When agency leaders introduce a new technology or system to staff, they’re not doing so for no reason. They’re doing it because they recognize a need or benefits that justify the challenges associated with technology adoption.
For leadership, adopting tech is a no-brainer; but for staff, who may be out of the loop when it comes to benefits realization, it may seem like more effort than it’s worth. That’s where training comes into play – it provides a framework for staff to understand the changes coming and how they’ll affect the way they do their jobs.
After all, technology is only as strong as its adoption rate. “When staff fail to adopt that new tech, the entire agency will fail to adapt to it, and then all of the investments that have been expended leading into the search for that new tech and securing it just end up being wasted,” says Lucy Lopez, SVP of Product Management at KanTime.
Overall, proper training addresses some of the most common barriers to adoption, including:
- Resistance to change
- Lack of confidence with technology
- Generational differences in digital fluency
- Motivational gaps between different staff populations
But barriers to adoption don’t only stem from caregiver or staff resistance, Lucy explains. They also emerge when leadership doesn’t do enough to consider the costs required to bridge the gap between its expectations and where its workforce is currently at.
“I actually find that many agencies fail to consider that internal cost that can be associated with training their caregivers,” Lucy says. An intentional and early investment in training and change management – one that starts from the very top of the agency – is a prerequisite to success.
The Human Factors: Culture, Comfort, and Compliance
While strong training aims to address many of the technical challenges that act as barriers to adoption, it should also consider the human side of the equation.
In many cases, staff comfort with new technology varies widely. Some caregivers may be savvy smartphone users, while others may have little exposure to digital tools.
Hailey Ben-Izhak, Senior Account Executive at Nevvon, explains that training needs to address those confidence levels and fears, not just the mechanics of clicking buttons. She recommends grouping staff members into different categories based on their comfort levels and creating tailored training approaches for each to maximize success.
“When asking our direct care workers to take on a new way of completing their responsibilities, we really have to be aware of their personal comfort level and be ready to guide them,” she says.
Coordinators and schedulers – who Hailey calls “doers” – are uniquely positioned to provide that guidance and support. “They have a unique opportunity to drive that change through their daily interactions with your caregivers.”
They can, however, also become key sources of resistance or non-compliance, meaning that agencies should be careful not to overlook these roles when adopting new tools.
Adopting a Multi-Level Approach to Training
By now, it’s clear that each level of an agency’s workforce plays an important role in successful technology adoption:
- Level 1: Executives (C-Suite) – These decision makers set the vision, invest in the technology, and consistently communicate the “why.”
- Level 2: Directors, Managers, HR, & Administrators – This group is tasked with carrying out the change. If they’re not projecting positivity, adoption will stall.
- Level 3: Coordinators & Schedulers – This group leads the charge day-to-day and reinforces expectations with caregivers.
- Level 4: Caregivers – The end users who need clear, supportive training to comply with their new requirements.
Training should be sure to help each level understand how it fits into the puzzle so that adoption becomes a shared responsibility instead of a top-down mandate.
Best Practices for Building Successful Training Programs
We’ve established a need for robust training that starts early, meets staff where they’re at, and helps everyone understand the “why” and “how” of new tech adoption. But what does that training actually look like in action?
Both Hailey and Lucy emphasize the importance of accessible and engaging training programs that are tailored to your agency. Some of the key elements to look for when choosing or creating training materials include:
- Ease of access. Look for training that’s smartphone-compatible with self-paced modules that enable staff to learn on their own schedule.
- Accessibility. Understanding your training materials should always be simple and doable, no matter who’s using them. Training that’s available in multiple languages, for example, and that uses a simplified sign-up process, can reach more staff members more effectively.
- Format variety. No two people learn the same way. Keep things interesting by offering a mix of interactive videos, written guides, simple visuals, games, and one-on-one support for tech-averse caregivers.
- Ongoing reinforcement. Training shouldn’t stop at onboarding. Programs should also consider long-term compliance monitoring and provide ongoing refreshers.
Agencies that view training as a long-term investment rather than a one-time expense can reap the rewards in compliance, efficiency, and staff satisfaction. That means finding or developing the right training is well worth the effort.
Communicate with Caregivers in Ways They’ll Listen to
Agencies should also keep in mind that communication will be just as important as training itself. Caregivers need to know what changes are coming, says Lucy, as well as when they’ll happen and how they will affect their work.
“New tech does equal change,” Lucy emphasizes, “and change management really, really starts with the leader clearly, consistently, and effectively communicating that ‘the new tech is happening. It’s going to happen. We have to move through it, and we’re going to move through it.’”
Lucy and Hailey both advise using multiple communication methods to ensure that all staff have their needs met, including:
- In-person communication via telephone or in the flesh, which offers more personal and individualized support, but may not always be possible due to the predominantly remote nature of the home health industry
- In-writing communication with regular reminders and clear timelines
- Online or digital communication like email, text, or in-app messages
Final Thoughts
At the end of the day, technology adoption isn’t just a technical process – it’s a human process, too. Agencies that prepare their staff today will be positioned for smoother implementation, stronger compliance, and better outcomes in the future.
To explore this topic in depth and hear directly from industry experts like Lucy and Hailey, watch the full on-demand webinar:
How to Train Your Workforce to Support Technology Adoption >
Or, for more insights on workforce development and technology readiness, check out the KanTime resource archive.
