Our Program Manager, Matt, remarks on the success of his recent program management visit to Lana’s English Language Training Program.
Last week, I had the pleasure of spending my work week on the ground with the ELTP team at Unit 871 in Hanoi, Vietnam. From the moment I arrived, I felt at home thanks to the friendly, efficient, and positive culture we strive for at Lana Learn. Our ELTP team embodies the LANA core values of Leadership, Achievement, Novelty, and Accountability. What results from these core values is a well-oiled machine of a program: achieving significant outcomes and remaining flexible when changes arise.
The primary goals of my visit were to:
- Brief the Team on Recent Updates
- Assess Program Needs
- Provide In-Person Support to the Team
Briefing the Team
At the beginning of the week, I briefed the team on what to expect from my visit and some recent company updates. I informed them that I would be assessing program compliance, providing support, and meeting with each team member one-on-one. By setting expectations for the week, I was able to establish a supportive and communicative atmosphere for the week ahead.
I briefed the team that we would be fine-tuning our Standard Operating Procedures to ensure 100% compliance with federal requirements for our program. This means that all team members should expect training in the near future, and be flexible when new requirements are announced. Team members expressed gratitude for the heads up.
I closed my presentation with Q&A session, which helped clarify remaining questions. With the expectations set, the week was underway!
Assessing Program Needs
Throughout the week, I was able to take stock of both where we’re at and where we should be going. Using our previous oversight visit records as reference, I was able to keep track of all compliance protocols. For example:
- Are we using the correct lesson plan templates? Check.
- Are we storing sensitive information properly and securely? Check.
- Are we communicating regularly with base operations for local policy updates? Check.
I assessed these needs both through in-person observation as well as one-on-one meetings with each staff member on base. These meetings allowed me to check in on both program needs and individual needs. As a result, I gained insights on the program from multiple perspectives, centralizing company knowledge and breaking down any silos. Additionally, these meetings allowed me to provide direct support to our amazing staff members.
Providing In-Person Support to the Team
My presence on base allowed me to provide direct support to team members throughout the week. I arrived on base in time for the morning huddle with the team every day, and was present until the work day was complete. Being physically present allowed me to act as a resource for the team, clarifying questions and approving processes efficiently.
I was able to support Wi-Fi testing in the teacher’s room and approve a router update to increase signal strength and improve work efficiency. I answered questions related to HR policies and Knowledge Base access. Additionally, I was able to acquire a coffee machine for the teacher’s room to boost morale and improve employee comfort. For anyone reading who’s been a teacher or office employee — the importance of a coffee machine cannot be understated.
Conclusion
As we head into the final weeks of Cohort 006, I can confirm firsthand that we are finishing strong. Staff members are using approved lesson plans for ALC instruction. Students are thriving, speaking English on base more, and feel supported by the team. The team has been flexible and proactive when facing changes to the program such as the teacher rotations. Finally, the team is aware of upcoming updates and feels supported by HQ.
I was already confident in our ELTP team before my visit, but now there is no doubt in my mind — we have a mature, compliant, and successful program in Hanoi. I am excited to see the continued growth in our students throughout the remainder of the cohort, and know that the team is prepared to provide students with that support. Thus, I will continue to provide support as Program Manager so that they have everything they need to be successful. That puts the L for Leadership, A for Achievement, N for Novelty, and A for Accountability that makes for a successful, complete, and compliant LANA.