The challenge
Following the introduction of updated criteria, existing assessor training no longer met the needs of the role. Previous training relied heavily on information slides with no opportunity for assessors to practice applying the new standards or consider how their expectations needed to shift.
In addition, the quality of feedback provided by assessors was inconsistent and often lacked the constructive tone or actionable detail needed to support applicants and uphold the integrity of the assessment process.
My intervention
I led a full redesign of the assessor training experience. The updated approach moved away from one-way information delivery and instead centred on peer learning, critical reflection, and real-world examples.
Key changes to the training approach included:
Interactive activities using adapted case studies to enable the visualisation of the criteria in practice
Peer discussions and voting exercises based to prompt shared understanding of pass/fail thresholds and common judgment pitfalls
Reflective exercises focused on feedback writing, using anonymised examples and the THINK model (True, Helpful, Inspiring, Necessary, Kind) to assess the quality of feedback
Introduction of a practice-based activity using a full application and the assessor feedback template, enabling assessors to build confidence in making and communicating their decisions
To ensure sustainable practice, I followed up the redesign by mentoring new trainers in the training design process and how to deliver engaging training, this included observations and reflective practice catch-ups.
The outcome
The training received consistently positive feedback from assessors, who appreciated the practical, discussion-based format. The new approach was adopted as a model for future assessor training, replacing the previous passive model. While feedback quality remained a challenge, my mentoring of the assessor trainer team led to the development of a supplementary session specifically targeting this area. As a result, assessors are now making robust, evidence-informed judgments and providing constructive feedback to applicants.