Collector – January 2020 - 26

You Can Be
Part of ACA's
Education Council
Ready to participate? ACA's
Education Council, which is
behind much of the association's
education material and training
opportunities, is always looking
for new members.
"If you've ever thought, 'I wish
I could have provided feedback
to develop this course' or if
you want to be part of the big
picture and help effect positive
change, getting involved with
the Education Council is a
great way to do that," said
Beth Conklin, account executive
for State Collection Service Inc.
and member of ACA's
Education Council.
To learn more, email corporate.
secretary@acainternational.org.

THE DEVELOPMENT PROCESS
ACA's Education Council is a group of 11
volunteer members tasked with regularly
reviewing the association's education
products and seminar curriculum. Together
with our skilled on-staff education team, they
help create ACA's training and professional
development opportunities.
When the Education Council started
hearing feedback from ACA's Certified
Instructors and trainees requesting updates
to the ECST and FDCPA products-which
had last been refreshed in 2012-they knew
it was time to completely rethink these
essential tools.
"We have such amazing new talent at
ACA right now-board members, Certified
Instructors, Education Council members
including new ACA staff-with so many new

26

ideas and fresh perspectives on the curriculum
that it was the perfect time to really drill down
and tackle this project," said Beth Conklin,
account executive for State Collection Service
Inc. and member of ACA's Education Council.
It was a massive project, requiring ACA
staff and a substantial team of volunteer
subject matter experts to carefully evaluate
members' challenges and determine how
these products could more effectively help
them succeed.
Education Council Chair LaDonna
Bohling, IFCCE, chief compliance officer
at Receivable Solutions Inc., served on a
subcommittee of Certified Instructors and
attorneys who reviewed the material and
determined not only what information needed
to be changed, but also how it could better fit
with today's modern collection departments.
"We really picked it apart," Conklin said.
"We asked ourselves: What do we want to
emphasize? How do we want this to look?
How interactive do we want it to be? Does the
flow make sense?"
The team compiled input on what they
felt needed changing and worked with ACA
Compliance Education Specialist Angela
Czerlanis to incorporate their ideas into a first
draft of the new training modules.
"After she presented it back to the
Education Council, we reviewed everything
and gave her our comments, and then we
went through the whole process again,"
Bohling said. "After we were done with it,
we had it reviewed by ACA's compliance
team, who offered many valuable insights,
and then it was sent back to the Education
Council and ACA's whole education team
for final approval."
All told, this was a 12-month process and
involved more than three dozen volunteer
subject matter experts who used their realworld industry experience to determine
what ACA members needed to know to be
successful and how these products could fit
into their training programs.
"It's challenging to develop products
that will fit everyone's needs, but we really
worked hard to make sure we were creating
the best possible materials for members,"
Conklin said.

Once the content was nailed down,
Amy Becker, ACA's multimedia and
communications specialist, designed the
products' fun, interactive formats. Both are
available via ACA's learning management
system in the cloud and can be licensed to
add to a member's internal LMS system and
on a USB flash drive.
While cloud-based platforms are widely
used today, ACA also opted to offer the
products on flash drives to accommodate
members who are located in areas of the
country with unreliable internet coverage
or whose collection departments were too
small to warrant the cost of a cloud license.
One challenge in this process was the
Consumer Financial Protection Bureau's
proposed rules for the debt collection
industry. When ACA's education team
started talking about updating these
products, they knew they had to ensure
that any changes brought about by the
bureau were covered in the course material.
Their solution? Rather than wait for the
final rules to be released-a wild-card
date that could be tomorrow or two years
from now-ACA's staff decided to design
the FDCPA content with the proposed
rulemaking in mind, and then release
addendums and/or mini-lessons to address
future rule changes.
"More than anything, we wanted to
make sure members felt confident that if
the FDCPA is amended or the CFPB's rules
change an operational process, the material
they purchase today would still be relevant,"
Czerlanis said. "If you are hesitant to buy
a compliance training product because the
rules could change, we want you to know
that we will accommodate those changes-
you'll get the information you need to
stay compliant."

WHAT'S NEW IN THE UPDATED
CURRICULUM
ACA's Essentials courses are designed for
employee onboarding and standardized
retraining, and both the FDCPA and ECST
products can be used as part of an effective
overall collector training program. Plus,
they play a key role in your employees'

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Collector – January 2020

Table of Contents for the Digital Edition of Collector – January 2020

Upfront
Industry News
Best Practices
FYI
Collection Tips
Radical Redesigns
Four State Legislative Trends to Watch
Calendar
Honor Roll
Education Spotlight
Our International Reach
Tech Times are Changing
Exceptional Programming and Speakers Pay Off
Looking Forward to Monday Morning
Contextualizing Consumer Complaints
Another Look at Written Disputes
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – January 2020 - Cover1
Collector – January 2020 - Cover2
Collector – January 2020 - 1
Collector – January 2020 - 2
Collector – January 2020 - 3
Collector – January 2020 - Upfront
Collector – January 2020 - 5
Collector – January 2020 - Industry News
Collector – January 2020 - 7
Collector – January 2020 - 8
Collector – January 2020 - 9
Collector – January 2020 - 10
Collector – January 2020 - 11
Collector – January 2020 - Best Practices
Collector – January 2020 - 13
Collector – January 2020 - FYI
Collector – January 2020 - 15
Collector – January 2020 - Collection Tips
Collector – January 2020 - 17
Collector – January 2020 - 18
Collector – January 2020 - 19
Collector – January 2020 - 20
Collector – January 2020 - 21
Collector – January 2020 - 22
Collector – January 2020 - 23
Collector – January 2020 - Radical Redesigns
Collector – January 2020 - 25
Collector – January 2020 - 26
Collector – January 2020 - 27
Collector – January 2020 - Four State Legislative Trends to Watch
Collector – January 2020 - 29
Collector – January 2020 - 30
Collector – January 2020 - 31
Collector – January 2020 - Calendar
Collector – January 2020 - Honor Roll
Collector – January 2020 - Education Spotlight
Collector – January 2020 - 35
Collector – January 2020 - Our International Reach
Collector – January 2020 - 37
Collector – January 2020 - Tech Times are Changing
Collector – January 2020 - 39
Collector – January 2020 - 40
Collector – January 2020 - 41
Collector – January 2020 - Exceptional Programming and Speakers Pay Off
Collector – January 2020 - 43
Collector – January 2020 - 44
Collector – January 2020 - Looking Forward to Monday Morning
Collector – January 2020 - Contextualizing Consumer Complaints
Collector – January 2020 - 47
Collector – January 2020 - 48
Collector – January 2020 - 49
Collector – January 2020 - Another Look at Written Disputes
Collector – January 2020 - 51
Collector – January 2020 - ACA SearchPoint
Collector – January 2020 - Ad Index
Collector – January 2020 - Membership
Collector – January 2020 - 55
Collector – January 2020 - Last Word
Collector – January 2020 - Cover3
Collector – January 2020 - Cover4
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