Affirming Care for LGBTQIA+ Patients

Tools: Articulate Storyline, Audacity, Adobe PhotoShop, Play.HT
Audience: All Freedom Care new hires (U.S. employees, offshore BPO agents in Panama, and U.S.-based BPO partners)
Learners: 1,500+ over three years

Impact: Replaced a live training activity that disrupted call center operations and became a reusable simulation template for future training projects.

VIEW PROJECT

Overview

This project is a 15-minute bilingual training course for caregivers in New York, focused on providing affirming care for LGBTQIA+ individuals. Required by the state, it covers federal and New York laws protecting this community and teaches best practices in respectful, empathetic care. The goal is to make the training accessible, engaging, and meaningful, so caregivers retain information and apply it effectively in real-world settings.

The Challenge

Before this course, caregivers were required to take a state-provided webinar, which was dry, long, and only available in English. Learners were disengaged and retention was low. There was no mechanism to track understanding within our LMS, and bilingual learners had no accessible option. Compliance required the content, but caregivers needed a training experience that was interactive, practical, and empathetic to their day-to-day caregiving.

My Solution

I designed a 15-minute bilingual (English and Spanish) course that:

Uses Storyline and Rise for interactive learning.
Incorporates Vyond animations and videos to illustrate caregiver-patient relationships.
Provides realistic case studies showing potential discrimination scenarios.
Includes 5 knowledge check questions to verify understanding, with LMS tracking for complete/incomplete status.
Integrates accessible design for both English and Spanish-speaking learners, reviewed by a bilingual team member.

The course transforms legal and procedural requirements into human-centered stories, so caregivers can understand both the laws and the practical application in their daily work.

Design Approach

The training uses a narrative-driven, scenario-based approach:

Each section introduces a concept (laws, terminology, assumptions, best practices).
Caregiver-patient examples show how to respond appropriately in real-life situations.
Interactive knowledge checks reinforce understanding and correct misconceptions immediately.
Friendly, conversational tone reduces intimidation around legal topics and sensitive content.
Bilingual design ensures equity and inclusion, with professional review to confirm accuracy.

Tools used: Articulate Storyline, Articulate Rise, Vyond, Adobe Premiere Pro, Canva, Play.HT, ChatGPT (for Spanish translation review).

Collaboration

Partnered with Compliance to ensure the training meets state requirements.
Collaborated with internal caregiver subject matter experts for scenario accuracy and authenticity.
Reviewed translations with a Spanish-speaking team member for linguistic and cultural accuracy.
Solicited feedback from leadership and compliance during design to confirm legal alignment.

Operational Impact

Taken by over 300 caregivers in one year.
Reduced reliance on the state webinar, providing a more engaging and interactive learning experience.
Allowed caregivers to complete training on-demand in the LMS, streamlining compliance tracking.
Ensured learners leave with practical knowledge and empathy, rather than just completing a webinar.

Leadership Feedback

Compliance and leadership reported that caregivers better understand legal obligations and affirming care practices.

Caregivers found the training clear, accessible, and engaging, with realistic examples they could immediately apply.

Design Influence

Demonstrates a human-centered approach to mandatory regulatory training, combining legal accuracy with accessibility and empathy.

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