Mary Beth Kuenzel, Clerk (FL)
At a meeting of the National Association for Court Management, I was inspired by a talk about onboarding new employees. I had a new case management system on the way, and this provided a framework for rolling it out. While we had incorporated enhancements to our existing CMS during my time as clerk, the new CMS would be change on a scale not previously endured. Onboarding C-Track was not going to be just technical training; I saw it as a challenge to improve buy-in from users who would be resistant to change.
We would start with a survey to evaluate how different groups used the current CMS. And I started with a listserv inquiry to the great NCACC members. Several NCACC members offered very helpful advice, and two members kindly provided complete surveys that they had used. You can find these materials archived on the NCACC website.
My internal survey results were a game changer in how I prepared for different groups. I tailored the training experience to meet users where they were with support and tools that matched their specific needs.
Employees in the clerk’s office would face the biggest challenge because they had to learn almost every aspect of the new CMS. To create excitement and engagement, we had a little help. I had recently adopted a puppy named Charlie, and “C-Track Charlie” became our mascot in the clerk’s office.
Everyone in the clerk’s office received a small black Lab with an encouraging message. (A stuffed toy, not a real pup, unfortunately.) C‑Track Charlie symbolized curiosity, growth, and a sense of fun. This was a hit because I have an office filled with animal lovers.
Stealing an idea from a fellow Florida clerk, Kristina Samuels, who was in an earlier group for the C-Track roll-out, we created custom t-shirts that were available court-wide for purchase at cost. The t-shirts helped to boost morale and reinforced a message that attitude can help to shape an experience.
Training sessions, user manuals, and regular check-ins started with the go live implementation and continue now, a year after the implementation. Our animal-support theme was reinforced when Stan arrived with our supreme court clerk, John Tomasino, who was on site and helping in our go live. Say hi to Stan at this year’s NCACC annual meeting! Throughout the onboarding process, we fostered relationships, supported each other on the learning curve, and celebrated wins both big and small. And I cannot finish without giving credit and huge thanks to all my fellow Florida clerks. John, Kristina, and Mercy Prieto, Lonn Weissblum, Sandra Williams, and Stacey Pectol gave me so much help, support, and confidence in a very challenging project!
