Improving Associate Onboarding and Retention through Field Core Training
2024 Program Statistics
Food & Nutrition Services
Environmental Services
Established in 2024, Field Core Training is a groundbreaking in-house initiative designed to standardize the onboarding, training, and development of new salaried managers across all of TouchPoint Support Services.
Before the development of Field Core Training, TouchPoint encountered gaps in its onboarding and hands-on training processes and witnessed a heavy reliance on teams transferring knowledge between themselves which led to inconsistent performance among associates. During a meeting of TouchPoint leaders, it was determined that these key issues had to be addressed.
Trang Weber, Vice President of Business Performance Standards, and Travis Orman, Director of Business Performance Standards, saw an opportunity to create a program for Food and Nutrition Services (FNS) to tackle these challenges. Their efforts were further enriched through collaboration with subject matter experts across TouchPoint. Building upon the training formatting initially adapted from Compass One Healthcare and insights from FNS, Weber and Orman developed a tailored framework designed to align with operational needs and promote standardization across service lines.
To ensure Field Core Training resonated with EVS and aligned with existing processes, Todd Gartrell, Vice President of Business Performance Standards, and Aziza Kaurouma, Director of Business Performance Standards, repurposed a Compass One Healthcare training known as Foundations, tailored specifically for new EVS managers, as the base for its program. This EVS program was standardized and expanded to include courses focused on continuous education, building emotional intelligence, embracing diversity, equity, and inclusion, and cultivating innovation, adaptability, and ethical leadership strategies.
Field Core Training for both FNS and EVS now serves as a cornerstone for TouchPoint, driving operational effectiveness through standardized training, improved onboarding, and greater retention. This program stands as a testament to how feedback and collaboration across departments can shape innovative solutions that enhance service consistency and elevate overall performance.
What is Field Core Training?
The program is geared to both the Food and Nutrition Services (FNS) team and the EVS team, though the two courses differ based on service line needs.
For FNS, Field Core Training launched company-wide in January 2024 and targets salaried managers up to executive chefs, excluding clinical associates. It is comprised of a three-week course hosted at regional learning centers in each TouchPoint market, with trainers nominated and chosen from those respective markets. Weeks one and two feature classroom training that provides an in-depth overview of associate roles, responsibilities, expectations, and an explanation of company policies and procedures. Week three takes a hands-on approach in which associates apply their knowledge in a real-world setting. The program creates well-rounded associates by providing them with a structured, step-by-step outline of their roles and career paths, instilling clarity and confidence from the onset.
The EVS program rolled out in February 2024 for new salaried EVS managers and directors. Installed at eight locations to date, the program continues to be implemented at accounts on an as-needed basis and remains focused on employee retention and operational excellence. The EVS curriculum runs a total of six months, beginning with two weeks of in-person, hands-on tactical training at a regional training center. This in-person experiential training equips new leaders with confidence and knowledge of EVS core practices and procedures as they complete hands on tactical training aligned with comprehensive review of EVS policies, procedures, and responsibilities.
After returning to their home accounts, trainees continue the six months of support training by applying their knowledge to complete development activities aligned with their role. This ensures they develop operational excellence and the ability to put learned skills into practice. Support training is supervised by the new hire’s immediate director, who offers guidance throughout the process. Once the continued development activities are completed, participants complete an EVS standards assessment for their account as a capstone project. This represents a culmination of their learning and understanding of account standards. Finally, participants complete the Enhancing Productivity for Leaders e-learning to better understand how to develop and execute specific tasks that enhance leadership effectiveness.
“When I started as a manager at TouchPoint nine years ago, there was little operational training available, so I was mostly self-taught. Field Core Training has been a game-changer. It removes the guesswork for new leaders who have to hit the ground running. Witnessing the evolution of how far we’ve come speaks volumes about who we are as a company, our culture, and how we set our teams up for success.”
– Rachel Loduha, Systems Director, TouchPoint
From Hurdles to Steppingstones
To successfully implement Field Core Training within FNS, one major obstacle had to be overcome: communication. Clear and consistent communication can be a barrier for any organization, especially a company as large as TouchPoint. For this program to meet its goals, multiple teams had to collaborate and remain in constant contact. Team members tracked the hiring and recruiting process to ensure that all appropriate new hires were contacted, and no one fell through the cracks. Once an individual was confirmed as a new hire, a program team member welcomed them with a personalized message and introduction to Field Core Training.
For EVS, if Field Core Training was to be a success, it needed instructors. Individuals had to be chosen, educated on the curriculum, and certified. In addition, a pre-review of each unit was conducted to ensure participating accounts possessed the appropriate tools and equipment to complete the course. However, even after associates finished the program, one obstacle remained: ensuring they maintained their knowledge and skills going forward. Having earned buy-in from the EVS team and its leaders, it was determined that directors and supervisors for each account would continue to reinforce the importance of adhering to best practices and encourage participation in continuing education opportunities offered by TouchPoint.
“Field Core Training was a great tool for transitioning my career from restaurant chef to the healthcare industry. Healthcare is a vastly different environment, but Field Core prepared me and familiarized me with how we create our recipes, ensure food safety, and meet patient dietary needs. It informed me of the support available, such as traveling chefs for event or staffing needs and regional chefs who can field questions and walk me through different situations.””
– Mark Wakefield, Executive Chef
Key Outcomes
By the end of its inaugural year, Field Core Training saw significantly improved onboarding and operational consistency:
Standardized Processes
The program addressed gaps in training by providing a clear structure and established methods, ensuring that all new hires received the same foundational knowledge.
Improved Retention
The high retention rate among participants highlights the program’s success in preparing new hires for their roles and reducing turnover.
Enhanced Roles and Knowledge
Participants gained a comprehensive understanding of their responsibilities, creating more confident and capable managers.
2024 Participation by Role (FNS)
Director: 32%
Culinarian: 46%
Patient Services Manager: 10%
Project Engineer: 2%
Patient Experience: 2%
Retail: 8%
2024 Participation and Retention Metrics (FNS)
Participation: 46 salaried managers enrolled.
Retention: 90% retention rate for participants employed 90+ days.
2024 Participation by Role (EVS)
Director: 9%
Assistant Director: 5%
Operations Manager: 81%
General Manager: 5%
2024 Participation and Retention Metrics (EVS)
Participation: 22 salaried managers enrolled.
Retention: 86% retention rate for participants employed 90+ days.
Looking Ahead
Recognizing its early success, TouchPoint is committed to the ongoing evolution of Field Core Training. Plans include the development of a tracking dashboard to improve data collection and streamline participation monitoring, continuous program refinements so it can adapt to the ever-changing needs of the organization and ensuring long-term integration of the program as a cornerstone of TouchPoint’s onboarding strategy.
Field Core Training has transformed the onboarding experience for new associates, addressing long-standing gaps in training and standardizing processes across departments. By improving retention, clarifying roles, and providing practical, hands-on learning, the program supports individual growth and organizational success. As Field Core Training continues to grow, the program will remain a key tool for fostering associate engagement and ensuring long-term excellence.
“I’m new to healthcare and contract dining. Having a chance to go through a three-week program like Field Core was super beneficial. Understanding the eco-system that makes up TouchPoint – programs like Webtrition and MyDining, understanding Patient Services, how the tray line interacts with production – was all thoughtfully laid out in Field Core. It was vital to my success and provided me with the confidence to speak to what I’m doing, reach out for support with recruiting, human resources, IT, or equipment needs. I’m in a large hospital with a lot going on, but I felt ready to tackle the job with Field Core Training.”
– Josh Halper, Executive Chef
*Content based on data available at time of writing. © Compass Group USA, Inc. and TouchPoint Support Services, LLC.