SayPro Number of staff support requests submitted post-training (Target: Less than 5% of participants requesting ongoing assistance).

Indicator: Number of Staff Support Requests Submitted Post-Training

Target: Less than 5% of participants requesting ongoing assistance

Definition:

This indicator tracks the percentage of training participants who submit support requests after completing their training. The target is to ensure that less than 5% of participants require ongoing assistance, suggesting that the majority of staff are able to apply the knowledge and skills gained in the training effectively.

Calculation Method:

• Numerator: Number of participants who submit a support request within a specified period post-training (e.g., within 30 days).
• Denominator: Total number of participants who completed the training.

Formula:
Support Request Rate=(Number of Support RequestsTotal Number of Participants)×100\text{Support Request Rate} = \left( \frac{\text{Number of Support Requests}}{\text{Total Number of Participants}} \right) \times 100Support Request Rate=(Total Number of ParticipantsNumber of Support Requests​)×100

Data Source:

• Post-Training Support Request Forms (including tickets, emails, and inquiries submitted via the support portal)
• Training Attendance Records
• Support Ticketing System (for logging and tracking requests)

Frequency of Measurement:

• Monthly (for tracking requests within the 30-day post-training period)
• Quarterly (for long-term analysis of trends)

Target Achievement:

The target is considered achieved if the number of staff submitting support requests is less than 5% of the total number of participants in the training. This suggests that the majority of participants are comfortable with the M&E system without requiring significant follow-up support.

Reporting Format:

Target Achievement:

The target is considered achieved if the support request rate is less than 5%.

Action Plan for High Support Request Rates:

If the support request rate exceeds 5%, the following actions should be considered:

• Analyze Support Requests: Review the types of issues being raised to identify common challenges faced by participants.
• Additional Training or Clarification: Provide refresher sessions or clarification materials for areas where participants commonly struggle.
• Improve Training Materials: Enhance or simplify the training materials to address common issues.
• System Usability Review: Ensure that the M&E system is user-friendly and that participants are well-equipped to use it.
• Provide Self-Help Resources: Offer FAQs, video tutorials, or quick reference guides to address common questions or challenges.

Using Support Request Data to Improve Future Training:

• Identify Training Gaps: If certain topics consistently generate support requests, those areas may need to be covered in more detail in future training sessions.
• Refine Training Delivery: If requests are related to system navigation or technical issues, additional hands-on activities or support during the training may be needed.
• Increase Confidence: Develop targeted follow-up communication (e.g., email summaries, check-ins) to build confidence in the M&E system after the training.