Course Catalog
It is the policy of the Department of Human Resources (Policy #12-050) that all employees are required to participate in the following learning and development workshops.
All employees shall complete the following required courses within three (3) months of hire:
| Respectful Workplace for Staff |
| Course Code: VS-NET-RW |
| Time: 3.5 Hours |
| Type: Classroom |
| During this workshop, participants identify the protected classes and understand the definition of workplace discrimination and harassment as set forth in the State’s Policy Statement on Workplace Discrimination and Harassment. Participants will be able to recognize the responsibilities and liabilities under the State’s Policy Statement and State and Federal law. Finally, they will be able to find strategies for recognizing and preventing retaliation as well as to apply the State’s Policy Statement to the workplace. |
| G.R.E.A.T. Customer Service |
| Course Code: VS-NET-GCS |
| Time: 3.5 Hours |
| Type: Classroom |
| During this workshop, participants learn about the Customer Focused Government initiative and the G.R.E.A.T. customer service model. Participants will be able to identify internal and external customers and services provided. They also review the keys to G.R.E.A.T. customer service related to their job and apply those principles to create an engaging customer service experience. |
| S.T.A.R. Principles of G.R.E.A.T. Customer Service |
| Course Code: VS-NET-STAR |
| Time: 2.25 Hours |
| Type: Online |
| During this online video participant’s learn how to create a customer focused culture. The objectives covered in this module are: learning how providing G.R.E.A.T. customer service impacts the agency’s bottom line, how to move Tennessee forward to a customer focused culture. During the classroom portion, The 5 keys to G.R.E.A.T. customer service and mission critical service behaviors for the agency are discussed. Workshop prerequisite is completion of online STAR Principles of G.R.E.A.T. Customer Service. |
| Performance Management 2.0 |
| Course Code: HR-PM20SUP-200 |
| Time: 1.0 Hours |
| Type: Online |
| Performance Management 2.0 provides employees tools for owning their performance. It teaches employees a process for documenting and tracking performance. It also teaches employees how to distinguish between work outcome statements and the competency and behavioral standards within the individual performance plan to provide a more comprehensive approach to managing their own results. |
It is the policy of the Department of Human Resources (Policy #12-050) that all supervisors are required to participate in the following learning and development workshops.
All employees shall complete the following required courses within three (3) months of hire:
| Respectful Workplace for Managers |
| Course Code: VS-NST-RWMG |
| Time: 3.5 Hours |
| Type: Classroom |
| During this workshop, participants identify the protected classes and understand the definition of workplace discrimination and harassment as set forth in the State’s Policy Statement on Workplace Discrimination and Harassment. Participants will be able to recognize the responsibilities and liabilities under the State’s Policy Statement and State and Federal law. Finally, they will be able to find strategies for recognizing and preventing retaliation as well as to apply the State’s Policy Statement to the workplace. |
| Sexual Harassment Training |
| Course Code: HR-SHTG1000-51016-01 |
| Time: 2.0 Hours |
| Type: Online |
| During this workshop, participants learn to understand the definition of sexual harassment and the different types of sexual harassment. Participants learn how to effectively deal with sexual harassment based on the State’s Policy Statement on Workplace Discrimination and Harassment. Supervisors and managers learn what, and how to prevent sexual harassment, how to handle complaints, and understand retaliation. This workshop can be accessed online on Edison. |
| Proactive On-Boarding |
| Course Code: HR-PAOB1000-01 |
| Time: 1.0 Hours |
| Type: Online |
| During this workshop, participants learn how to effectively onboard employees as a retention strategy and to enhance performance. They learn the definition of proactive on-boarding, the 5 C’s of proactive on-boarding as well as the benefits and importance of proactive on-boarding. Participants learn the difference between proactive on-boarding and orientation. Finally, participants learn the proactive onboarding process – timelines, roles and responsibilities. They gain tools and resources to develop an effective on-boarding program in their agency. This workshop can be accessed online on Edison. |
| Navigating Policies & Procedures for Supervisors |
| Course Code: HR-NPP-2015 |
| Time: 2.0 Hours |
| Type: Online |
| During this workshop, participants are provided a detailed overview of policies, practices, and state rules. The topics covered include performance management, discipline, leave and attendance, equal opportunity training, appeals, structure of state government, laws and other areas of practice supervisors and managers must know to be effective in their roles. Participants also learn how laws are enacted and the structure of state rules derived from law. |
| Performance Management 2.0 for Supervisors |
| Course Code: HR-PM20SUP-200 |
| Time: 1.0 Hours |
| Type: Online |
| The Performance Management 2.0 online course is an essential tool for supervisors to learn how to use the Edison portal to create and manage performance documents. In Performance Management 2.0 workshop supervisors learn how lead employees to achieve greater results through more communication and empowerment. |
| S.M.A.R.T. Performance Management |
| Course Code: VS-NST-STW |
| Time: 3.5 Hours |
| Type: Classroom |
| The S.M.A.R.T. Performance Planning process is a tool for supervisors to use in setting clear expectations for employees and to hold them accountable for the desired results. The workshop provides guidance to supervisors on how to write individual performance plans that meet the criteria of being Specific, Measurable, Achievable, Relevant, and Time Sensitive. The objectives for this workshop are to review the performance management process steps, learn the S.M.A.R.T. formula and how to use the formula to write work outcomes for an individual performance plan. |
All managers and supervisors are required to participate in the following required workshops within
six (6) months of hire or promotion:
| Performance Coaching |
| Course Code: VS-NST-PC |
| Time: 3.5 Hours |
| Type: Classroom |
| The Performance Coaching workshop teaches supervisors how effective coaching enhances the performance management process. Supervisors learn the 5-step performance coaching model that provides them with the knowledge and skills needed to reinforce positive behavior and change negative behavior. |
| Get S.M.A.R.T.er |
| Course Code: VS-NET-GSPM |
| Time: 3.5 Hours |
| Type: Classroom |
| The Coaching for Higher Performance workshop provides supervisors with clear guidance on how to coach employees towards advanced and outstanding performance. The curriculum supports the state’s Performance Management Model by providing tools needed to create a culture of continuous feedback and high performance. Supervisors explore the philosophy of higher performance; analyze the performance rating definitions for clarity to effectively evaluate performance; learn the five questions for coaching for higher performance, and practice the skill of coaching for higher performance. |
| Developing Direct Reports and Others |
| Course Code: VS-NET-DDR |
| Time: 4 Hours |
| Type: Classroom |
| Developing Direct Reports and others is a face-to-face workshop that teaches supervisors how developing direct reports sustains a customer focused government; how developing direct reports is valuable to their team and important to sustaining a high performing workforce; and proven methods for developing direct reports. |
It is the policy of the Department of Human Resources (Policy #12-050) that all managers and supervisors who have at least one (1) employee participating in AWS shall attend or complete the following courses prior to the start of the AWS arrangement:
| Alternative Workplace Solutions for Employees |
| Course Code: HR-AWSE1000-001 |
| Time: 1.5 Hours |
| Type: Online |
| Alternative Workplace Solutions for Employees is an online workshop designed to orient employees in agencies implementing AWS to basic structure, definitions, and policies of AWS. |
| Alternative Workplace Solutions for Supervisors |
| Course Code: HR-AWSS2000-001 |
| Time: 2.0 Hours |
| Type: Online |
| Alternative Workplace Solutions for Supervisors is an online workshop designed to orient supervisors in agencies implementing AWS to basic structure, definitions, and policies of AWS. |
| Change Management |
| Course Code: VS-LST-CHMG |
| Time: 3.5 Hours |
| Type: Classroom |
| During this workshop, participants learn how to effectively guide employees through workplace change. Participants identify the importance of change management and the relevance of taking into account the human side of any change to understand how employees deal with it. Participants also acknowledge the key factors for successful organizational change and become familiar with a model to implement change. |
| Effective Communication |
| Course Code: VS-LST-EC |
| Time: 3.5 Hours |
| Type: Classroom |
| During this workshop, participants learn how to communicate more effectively. They learn how to facilitate the various aspects of communication. Participants learn the basics of communication, discover an effective communication model, understand the various ways people communicate, learn top communication barriers, demonstrate nonverbal communication, explore the importance of clarity, determine how to communicate more effectively in their agency and explore ways to implement strategies to go from good to great. Participants also learn why effective communication is a vital skill required for all employees to ensure all agencies in government are successful. |
| Building Effective Teams |
| Course Code: VS-LST-BET |
| Time: 3.5 Hours |
| Type: Classroom |
| During this workshop, participants learn techniques and best practices to develop and maintain effective teams. Communication, problem solving, defining key characteristics and components of high performing teams are explored. Participants will be able to describe why trust, conflict resolution, commitment, accountability, and attention to results are key underpinnings for the success of all teams. |
| Quality Decision Making |
| Course Code: VS-LST-QDMG |
| Time: 3.5 Hours |
| Type: Classroom |
| During this workshop, participants learn critical theory of rational and non-rational decision making. Participants learn the value of both processes and the impact on leading people. Also, they learn how to apply forms of non-rational decision making when rational decision making is not an option based on timing and circumstances. Finally, they practice making decisions through the use of the non-rational decision making methods. |
| Planning and Priority Setting |
| Course Code: VS-LST-PPS |
| Time: 3.5 Hours |
| Type: Classroom |
| During this workshop, participants learn skills to improve productivity, recognize, and demonstrate the competencies required for effective planning and priority setting. Participants also learn how to identify priorities that are urgent and important. In Addition they learn how to set goals and objectives to improve skills in planning and prioritizing. Finally, they learn the importance of planning, scheduling, and what makes them distinct. |
| Self Management |
| Course Code: VS-LST-SM |
| Time: 3.5 Hours |
| Type: Classroom |
| During this workshop, participants learn that self-management is a critical competency to be a successful people leader. Participants explore the importance of a mental reset to positive thinking and describe how to establish their value in their organization. Participants practice self-management techniques to become more productive in their workplace. As a result of having attended this workshop, managers and supervisors learn to describe how using self-management practices can make a positive impact on their team and their career. |
| Leadership Theory and Practice |
| Course Code: VS-LST-LTP |
| Time: 3.5 Hours |
| Type: Classroom |
| During this half-day workshop, participants will learn the difference between management and leadership. Participants will have the opportunity to study and compare common leadership theories. Also, they will identify the strengths, weaknesses and application methods for those leadership theories. Finally, they will learn how to use the Five Practices of Leadership to be a more effective leader. |
| Conflict Management |
| Course Code: VS-LST-CFMG |
| Time: 3.5 Hours |
| Type: Classroom |
| This half-day workshop defines conflict, identifies sources of conflict, and differentiates between productive conflict and unproductive conflict. Participants will learn the five stages of conflict and a process to address and effectively manage conflict. Participants will engage in a self-assessment to help them discover how they respond to conflict and learn strategies for better conflict management. |
| Managing Up |
| Course Code: VS-LST-MU |
| Time: 3.5 Hours |
| Type: Classroom |
| Managing up is described as establishing and maintaining a positive and productive relationship with your manager so that your manager’s needs are met and you get what you need from your manager to support your team. In this half-day workshop participants will define managing up, learn behaviors associated with the skilled level of managing up, and explore the employee’s role in managing up. Participants will identify obstacles to managing up, be provided strategies for managing up, and an opportunity to apply those strategies through scenario-based activities. |
| Effective Presentation Skills |
| Course Code: VS-LST-EP |
| Time: 3.5 Hours |
| Type: Classroom |
| Managing up is described as establishing and maintaining a positive and productive relationship with your manager so that your manager’s needs are met and you get what you need from your manager to support your team. In this half-day workshop participants will define managing up, learn behaviors associated with the skilled level of managing up, and explore the employee’s role in managing up. Participants will identify obstacles to managing up, be provided strategies for managing up, and an opportunity to apply those strategies through scenario-based activities. |
| Title VI - Annual Training |
| Course Code: VS-LMT-TVIA-WEB |
| Time: 1.0 Hours |
| Type: Online |
| This lecture-based course provides the student with information regarding the intent and scope of coverage of Title VI of the Civil Rights Act of 1964, as well as veteran-specific program applications to which it applies. Prohibited practices and complaint procedures are identified and policy provisions are thoroughly addressed. |
| Ethics Training for Executive Branch Employees |
| Course Code: VS-LMT-ETHICS- WEB |
| Time: 1.0 Hours |
| Type: Online |
Pursuant to T.C.A. § 3-6-112, the Tennessee Ethics Commission (Commission) is required to provide an annual ethics course, for supervisory personnel in the executive branch of state government, concerning compliance with the statutes enforced by the Commission. |
| Introduction to the Tennessee Department of Veterans Services |
| Course Code: VS-VSAC-INVS |
| Time: 1.0 Hours |
| Type: Classroom |
| Upon completion of this course the participant will be able to understand: The history and purpose of the Tennessee Department of Veterans Services & our Mission, Vision, & Values. |
| Role of an Advocate |
| Course Code: VS-VSAC-ADV |
| Time: 1.0 Hours |
| Type: Classroom |
| Veterans Resource Coordinators, TDVS staff, and County Service Officers are advocates for veterans. Their role is to provide Tennessee’s veterans with competent, high-quality representation that result in receipt of all benefits veterans have earned. |
| Customer Service: Everything Veteran |
| Course Code: VS-VSAC-CSEV |
| Time: 2.0 Hours |
| Type: Classroom |
Investing in delivering excellent customer service is one of the most valuable things you can do to serve our veteran population. Numerous studies have shown that happy customers buy more, they buy more often, and they tell their friends to buy, too. In our case, customer service is about building relationships, respect, and trust so that we become effective advocates and servants. |
| Tennessee State Veterans Cemeteries |
| Course Code: VS-VSAC-TSVC |
| Time: 1.0 Hours |
| Type: Classroom |
There are five existing Tennessee State Veterans Cemeteries to include two in Knoxville, one in Nashville and two in West Tennessee. The State Veterans Cemeteries are managed and maintained by the Tennessee Department of Veterans Services. These pristine final resting places meet the National Cemetery Administration standards as required by the United States Department of Veterans Affairs. |
| Tennessee State Veterans Homes |
| Course Code: VS-VSAC-TSVH |
| Time: 1.0 Hours |
| Type: Classroom |
There are more than 503,000 Tennessee Veterans and more than 218,000 are over the age of 65 years old which is 43% of the state’s Veteran population. There are currently four Tennessee State Veterans Homes (TSVH) to serve the aging Veteran population. |
| Tennessee State Benefits |
| Course Code: VS-VSAC-TSB |
| Time: 1.0 Hours |
| Type: Classroom |
Tennessee takes great pride in honoring our veterans. The state offers many benefits that are specific to veterans. We will discuss many of those in this lesson. Additionally, The State of Tennessee provides many benefits and assistance programs for needy and low-income individuals. This course will examine some of the most needed benefits. |
| Overview of the United States Department of Veterans Affairs |
| Course Code: VS-VSAC-VA |
| Time: 1.0 Hours |
| Type: Classroom |
| On March 15, 1989, the Veterans Administration became a cabinet-level agency, changing its name to the U.S. Department of Veterans Affairs. The Administrator of Veterans Affairs became the Secretary of Veterans Affairs. The new agency was composed of three primary sub-agencies, each headed by an Undersecretary: the Veterans Benefits Administration (VBA); the Veterans Health Administration (VHA); and the National Cemetery Administration (NCA), plus a number of subsidiary offices and Secretariats, including the Board of Veterans’ Appeals, the Office of General Counsel, and the Office of the Inspector General. |
| Introduction to Veterans Law |
| Course Code: VS-VSAC-VLAW |
| Time: 1.0 Hours |
| Type: Classroom |
| As a Veterans Resource Coordinator or County Service Officer you will need to become proficient with state federal laws pertaining to your job duties. This lesson will provide an overview of both statutory requirements. |
| Duty to Assist: The Development Process |
| Course Code: VS-VSAC-DUTY |
| Time: 1.0 Hours |
| Type: Classroom |
| This course examines the duty of the Veterans Resource Coordinator and or County Service Officer to assist claimants. |
| Characterization of Discharge |
| Course Code: VS-VSAC-COD |
| Time: 1.0 Hours |
| Type: Classroom |
This course examines the rationale as to why only veterans discharged under “conditions other than dishonorable” are eligible for veterans’ benefits. Veterans whose discharge status is not fully honorable or general (under honorable conditions) have what many refer to as “bad paper.” Bad paper can not only cause problems with eligibility for VA benefits and services, but can also cause potential problems with housing, employment, and educational opportunities. Bad paper can also damage the psyche, and one’s sense of dignity and pride. |
| Claims and Issues |
| Course Code: VS-VSAC-CLAIMS |
| Time: 2.0 Hours |
| Type: Classroom |
The term “Compensation and Pension” denotes VA monetary benefits paid on account of a veteran’s disability or death. Although the terms are often used more or less interchangeably, they are in fact separate and distinct sets of benefits. The VA administers two major disability benefits programs for veterans: service-connected disability compensation and non-service-connected disability pension. This course examines the claims process for compensation, pension, and other issues. |
| Fully Developed Claims and Decision Ready Claims |
| Course Code: VS-VSAC-FDC |
| Time: 2.0 Hours |
| Type: Classroom |
| This lesson discusses fundamental elements of the Fully Developed Claim (FDC) and Decision Ready Claims (DRC) programs. At the end of this lesson you will be able to identify specific form requirements, types of exclusions, necessary development activities, and evidentiary conditions that must be met in order to successfully submit a fully developed claim or decision ready claim. |
| Dependents |
| Course Code: VS-VSAC-DEP |
| Time: 1.0 Hours |
| Type: Classroom |
| This lesson explores the different categories of dependents recognized by VA and how VA determines dependency eligibility. At the end of this lesson you will be able to identify the evidence VA reviews when determining eligibility as well as define your role in assisting with the preparation of dependency claims for submission to VA. |
| Pension |
| Course Code: VS-VSAC-PEN |
| Time: 1.0 Hours |
| Type: Classroom |
| This lesson provides an overview of original VA disability pension claims to include evidence requirements and the VA adjudication process for these types of claims. At the end of this lesson you will be able to identify the required application forms and supporting evidence needed to substantiate a claim for VA disability pension. |
| Special Issue Claims |
| Course Code: VS-VSAC-SIC |
| Time: 1.0 Hours |
| Type: Classroom |
| This course examines need for specialized documentation and statement for certain claims. |
| Burial Benefits and Death Claims |
| Course Code: VS-VSAC-BUR |
| Time: 1.0 Hours |
| Type: Classroom |
Veterans discharged from active duty under conditions other than dishonorable may be eligible for VA burial and memorial benefits. Additionally, Dependency and Indemnity Compensation (DIC) is a monthly monetary benefit paid to the surviving dependents (spouse, children, or parents) of a deceased veteran. Although it is usually a service-connected benefit, DIC may also be authorized for certain non-service-connected deaths, as well. |
| Appeals Process |
| Course Code: VS-VSAC-APP |
| Time: 3.0 Hours |
| Type: Classroom |
| Any adjudicative decision by the VA that is found to be unfavorable, or not a full grant of benefits sought by the claimant, may be appealed. An adjudicative decision is one that establishes or denies eligibility to a VA benefit, such as service connection for a disability, entitlement to pension, the effective date of a benefit granted, eligibility for medical/dental treatment, monthly rate of education assistance, waiver of overpayment, etc. |
| VA Healthcare |
| Course Code: VS-VSAC-VHA |
| Time: 1.0 Hours |
| Type: Classroom |
| The Department of Veterans Affairs (VA) operates one of the largest healthcare delivery systems in the world under the Veterans Health Administration (VHA). |
| VA Insurance Programs |
| Course Code: VS-VSAC-VAI |
| Time: 1.0 Hours |
| Type: Classroom |
| The Department of Veterans Affairs (VA) either directly administers or supervises the administration of eight current insurance programs, covering veterans and active duty service members from World War I to the present. All VA insurance activities are centralized to the VA Regional Office and Insurance Center (VAROIC) in Philadelphia, Pennsylvania. |
| Education Benefits |
| Course Code: VS-VSAC-EDU |
| Time: 1.0 Hours |
| Type: Classroom |
| The Department of Veterans Affairs provides an Education Assistance allowance for certain eligible veterans, active duty service members, members of the Selected Reserve, other Reservists and National Guard members who are called to active duty, and to certain civilians and their family members who are covered under the Omnibus Diplomatic Security and Antiterrorism Act of 1986 (Public Law 99-399) and Executive Order 12598. |
| VA Loan Guaranty |
| Course Code: VS-VSAC-LOAN |
| Time: 1.0 Hours |
| Type: Classroom |
| This course of instruction will examine the types of loans guaranteed by the VA and eligibility requirements. |
| VA Fiduciary |
| Course Code: VS-VSAC-FID |
| Time: 1.0 Hours |
| Type: Classroom |
VA benefits are either direct monetary payments (compensation, pension, or education assistance), or the furnishing of goods or services having a monetary value (loan guaranty or health care). |
| Incarcerated and Fugitive Veterans |
| Course Code: VS-VSAC-FUG |
| Time: 1.0 Hours |
| Type: Classroom |
| Federal law greatly restricts, and in some cases even terminates, the payment of VA benefits to beneficiaries who are incarcerated or who are in a “fugitive felon” status to avoid arrest, prosecution, or incarceration for a felony. Whether the benefit is terminated or restricted in some way varies based on the type of VA benefit the beneficiary is receiving. |
| Working with Veterans |
| Course Code: VS-VSAC-WWV |
| Time: 1.0 Hours |
| Type: Classroom |
| The veteran community is extremely diverse. It includes people of all genders and gender identities, races and ethnicities, sexual orientations, ages, socioeconomic classes, political persuasions, and degrees of disability; each veteran has her or his own unique life experience and way of interacting in the world. |
| Women Veterans |
| Course Code: VS-VSAC-WOM |
| Time: 1.0 Hours |
| Type: Classroom |
| Women participated in every major U.S. war since the Revolutionary War. With each passing decade, the number of women serving on active duty, National Guard, and Reserves continues to increase. Over 200,000 women served during Operations Enduring Freedom & Iraqi Freedom. |
| Interviewing Skills |
| Course Code: VS-VSAC-INT |
| Time: 3.0 Hours |
| Type: Classroom |
| The interview with the veteran is the means to establish a good working relationship, get the necessary information to identify issues and make a preliminary assessment, inform the veteran of what needs to happen in order to submit a claim that has a chance of success, and make a decision with the client on how to proceed. Conducting a successful interview requires skill that may take time to develop. |
| VetraSpec Lab |
| Course Code: VS-VSAC-FUG |
| Time: 21.0 Hours |
| Type: Classroom |
| This course of instruction examines the purpose and utilization of the VetraSpec records management system. |