From Collector: Meet Your Certified Instructor

How Leslie Bender approaches teaching fellow members at ACA International.

6/18/2019 8:00 AM

NewsCollector Magazine
From Collector: Meet Your Certified Instructor

Leslie Bender, IFCCE, CCCO, CCCA, CIPP/US, chief strategy officer and general counsel at BCA Financial Services Inc., has taught more than 100 seminars for ACA International in her 16 years as a Certified Instructor. Here is an excerpt from an interview with Bender in the June issue of Collector magazine.

Where Have You Found Inspiration for Your Role as a Certified Instructor?

Both of my parents were extraordinary teachers. I am fortunate that they inspired my passion for teaching and for taking complex regulations and laws and trying to size them to fit the work-related needs of busy adult learners.

What are Adult Learners Looking For?

Adult learners want to know what’s important when a “teachable moment” occurs. A teachable moment happens when somebody’s job tasks them with resolving a situation by applying information from the law, their compliance management system or client specifics. While knowing the legislative history of a law may be interesting to some people, it’s not what an adult may need to know to apply the law or client rules to a specific situation.

How Do You Make Complicated Topics a Little More Approachable?

This is a tough question with lots of good answers. One approach is to ask what folks need to know to perform their jobs/roles. Among the ways to make complex topics more accessible are to use tabletop exercises to get adult learners to put to use new information and to have the enjoyable social chance to discuss their efforts with each other (as opposed to a more traditional computer-based learning management system or classroom-style learning). For example, if you need your workforce to understand health benefits, co-pays, deductibles and out-of-pocket responsibilities when talking with consumers on the phone, connect the learning opportunity during your company’s open enrollment time. Use the various features of the plans you offer your workforce to explain these concepts as they make decisions about their benefits and to provide a better understanding of how they can answer consumers’ questions.

Read more about Bender’s contribution to the association as a Certified Instructor in Collector magazine’s Education Spotlight.

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