--- title: How HFS FCU Cut Teller Training Time from Months to Days | ScreenSteps description: HFS FCU reduced teller training from months to days by implementing ScreenSteps guides and Find & Follow training. Learn how. image: https://www.screensteps.com/hubfs/HFSFCU.png --- Customer Story # How HFS FCU Cut Teller Training Time from Months to Days Learn how HFS Federal Credit Union cut teller training time from months to days using step-by-step guides, the ScreenSteps Sidekick browser extension, and Find & Follow Training. - TL;DR TL;DR ![HFS Federal Credit Union](https://www.screensteps.com/hs-fs/hubfs/HFSFCU.png?width=800&name=HFSFCU.png) ### The short version (TL;DR) **Company: **HFS Federal Credit Union **Challenge:** Teller training took** 6-12 months**, with new hires relying on supervisors because there was no reliable way to find and follow answers. **Solution:** HFS FCU used ScreenSteps to create step-by-step guides, make them accessible in Sidekick, and implement Find & Follow Training. **Results:** New tellers **working independently in 2-3 days**, reducing interruptions and easing the burden on trainers. ![HFS Federal Credit Union](https://www.screensteps.com/hs-fs/hubfs/HFSFCU.png?width=800&name=HFSFCU.png) left-chevron-2 left-chevron-2 copy ## The short version (TL;DR) ### The Company HFS Federal Credit Union ### The Challenge Teller training took 6-12 months, with employees relying on supervisors because there was no reliable way to find and follow answers. ### The Solution HFS FCU used ScreenSteps to create step-by-step guides, make them accessible in Sidekick, and implement Find & Follow Training. ### The Results New tellers working independently in 2-3 days, reducing interruptions and easing the burden on trainers. ## Fast & Scalable Teller Training at HFS FCU 6+ months Time to independence before ScreenSteps 2-3 days Time to independence with ScreenSteps *“It used to take 6-12 months to really train tellers. Now, by the second or third day on the line, new tellers are working independently.”* The Company ## HFS Federal Credit Union [HFS Federal Credit Union](https://hfsfcu.org/) serves communities on the Big Island of Hawaii with six branch locations, 140 employees, and just over $1B in assets. As they continue to grow and regularly bring on new hire classes, consistent and scalable training has become increasingly important. The Challenge ## Training That Took Months to Stick At HFS Federal Credit Union, it could take **six months to a year for new tellers to feel fully confident** in their roles. Even after onboarding, employees still relied heavily on trainers and supervisors to get through day-to-day work. Most of the processes and procedures lived in people’s heads. Employees learned by shadowing and picking things up from whoever trained them. Oftentimes, employees were expected to take their own notes just to keep track of how to do their jobs. There was some existing documentation, but it wasn’t designed to [support the moment of performance](https://blog.screensteps.com/solving-the-moment-of-performance?hsLang=en). Procedures were often: - Dozens of pages long - Written in technical or legal language - Mixed background information with step-by-step actions  To find anything, employees had to click through layers of folders or sort through search results that didn’t surface what they needed. So even when the answer existed, it was usually faster to ask someone. For the training team, this created a constant cycle of teaching classes, answering repeated questions, and jumping in to help with transactions throughout the day. “Whoever trained you is how you do it, and that’s just how you continue doing it for the rest of your time here.” **Kianna-Marie Helm **Professional Development Coordinator, HFS Federal Credit Union The Solution ## Step-by-Step Guides and Find & Follow Training A small but determined training team took on the work of reviewing, rebuilding, and organizing their documentation. They transformed what they had into [step-by-step guides](https://www.screensteps.com/knowledge-ops-solution/platform/digital-guides?hsLang=en), filled in any gaps with new SOPs,  and introduced [Find & Follow Training](https://www.screensteps.com/knowledge-ops-solution/find-follow-framework?hsLang=en) so employees could find and follow answers on their own. --- Because HFS FCU already had existing documentation, they didn’t need to start from scratch. They began by auditing their intranet and bringing roughly 900 existing documents into [ScreenSteps](https://www.screensteps.com/knowledge-ops-solution/platform?hsLang=en). But importing content was only the start. Most of those documents weren’t usable as they were. They combined background knowledge with instructions, required interpretation, and weren’t structured for someone trying to complete a task in real time. Step 1 ### Imported 900 Existing Documents Because HFS FCU already had existing documentation, they didn’t need to start from scratch. They began by auditing their intranet and bringing roughly 900 existing documents into [ScreenSteps](https://www.screensteps.com/knowledge-ops-solution/platform?hsLang=en). But importing content was only the start. Most of those documents weren’t usable as they were. They combined background knowledge with instructions, required interpretation, and weren’t structured for someone trying to complete a task in real time. Using [ScreenSteps Clarify AI Transform](https://www.screensteps.com/knowledge-ops-solution/platform/authoring-tools?hsLang=en), the HFS FCU team turned their existing, lengthy documentation into smaller, focused articles. Background information was separated from step-by-step actions. Language was simplified so employees could follow instructions while working, not just read them in advance. | Separating foundational knowledge* (the why)* from actionable knowledge *(the how)* helps employees perform in the moment of need. **Think of an online recipe: **you don't want to read the full backstory of its origins; you just want to know how to make the meal! | | --- | Step 2 ### Used Clarify AI to Optimize Guides For Usability Using [ScreenSteps Clarify AI Transform](https://www.screensteps.com/knowledge-ops-solution/platform/authoring-tools?hsLang=en), the HFS FCU team turned their existing, lengthy documentation into smaller, focused articles. Background information was separated from step-by-step actions. Language was simplified so employees could follow instructions while working, not just read them in advance. | Separating foundational knowledge* (the why)* from actionable knowledge *(the how)* helps employees perform in the moment of need. **Think of an online recipe: **you don't want to read the full backstory of its origins; you just want to know how to make the meal! | | --- | As they worked through the content, they identified specific gaps where knowledge had been shared only through tribal knowledge. Entire processes had never been documented. Using [ScreenSteps rapid authoring tools](https://www.screensteps.com/knowledge-ops-solution/platform/authoring-tools?hsLang=en), the HFS FCU team filled those in as they went, expanding their library to more than 1,000 articles. Step 3 ### Filled in The Knowledge Gaps With New SOPs As they worked through the content, they identified specific gaps where knowledge had been shared only through tribal knowledge. Entire processes had never been documented. Using [ScreenSteps rapid authoring tools](https://www.screensteps.com/knowledge-ops-solution/platform/authoring-tools?hsLang=en), the HFS FCU team filled those in as they went, expanding their library to more than 1,000 articles. As their knowledge base came together, they changed how training worked on the floor. They implemented the [Find & Follow Framework](https://www.screensteps.com/knowledge-ops-solution/find-follow-framework?hsLang=en). Instead of walking new hires through every transaction or answering questions in the moment, trainers shifted their role. New hires were no longer trained to memorize transaction procedures. Instead, they were taught one skill: how to find the guide they needed and follow it while interacting with a member. **Day One:** New hires were introduced to the ScreenSteps knowledge base, including foundational articles for background information and actionable how-tos. **Day Five:** New hires were put on the teller line, helping members w*hile still learning the role*. In the past, this meant constantly stopping to ask questions or waiting for a supervisor to step in. Now, they were expected to pause, look up the process in ScreenSteps, and work through each transaction on their own. Step 4 ### Matched Training to Find & Follow Behaviors As their knowledge base came together, they changed how training worked on the floor. They implemented the [Find & Follow Framework](https://www.screensteps.com/knowledge-ops-solution/find-follow-framework?hsLang=en). Instead of walking new hires through every transaction or answering questions in the moment, trainers shifted their role. New hires were no longer trained to memorize transaction procedures. Instead, they were taught one skill: how to find the guide they needed and follow it while interacting with a member. **Day One:** New hires were introduced to the ScreenSteps knowledge base, including foundational articles for background information and actionable how-tos. **Day Five:** New hires were put on the teller line, helping members w*hile still learning the role*. In the past, this meant constantly stopping to ask questions or waiting for a supervisor to step in. Now, they were expected to pause, look up the process in ScreenSteps, and work through each transaction on their own. | [![ScreenSteps Sidekick Browser Extension](https://www.screensteps.com/hs-fs/hubfs/Quick-Access.png?width=450&height=412&name=Quick-Access.png)](https://www.screensteps.com/knowledge-ops-solution/platform/browser-extension?hsLang=en) | Pro Tip ### Deliver answers where work is actually happening The [ScreenSteps Sidekick browser extension](https://www.screensteps.com/knowledge-ops-solution/platform/browser-extension?hsLang=en) became a key part of Find & Follow training at HFS FCU. New hires kept it open within their core (Corelation Keystone) and used it to find answers in real time as situations arose. Instead of digging through folders or guessing which article to open, employees could ask a question and quickly get pointed to the exact steps they needed. | | --- | --- | Pro Tip ### Deliver answers where work is actually happening The [ScreenSteps Sidekick browser extension](https://www.screensteps.com/knowledge-ops-solution/platform/browser-extension?hsLang=en) became a key part of Find & Follow training. New hires kept it open within their core (Keystone Correlation) and used it to find answers in real time as situations arose. Instead of digging through folders or guessing which article to open, employees could ask a question and quickly get pointed to the exact steps they needed. “I had to kind of train myself not to jump in right away and instead tell them, ‘Look on ScreenSteps first. If you can’t find it, then come ask me.’” **Kianna-Marie Helm **Professional Development Coordinator, HFS Federal Credit Union The Results ## Independent Tellers in Just a Few Days **6+ months** Time to independence before ScreenSteps **2-3 days** Time to independence with ScreenSteps *![Messages-Bubble-Square-Quotation-2 Streamline Freehand](https://www.screensteps.com/hubfs/Messages-Bubble-Square-Quotation-2%20Streamline%20Freehand.svg)* *“By the second or third day on the teller line, they were totally independent and didn’t need us stepping in as much.”* HFS FCU changed how new hires were trained, shifting away from constant supervision and toward a model where employees could work through transactions on their own. That shift showed up quickly once new hires got on the teller line. Instead of stopping to ask for help, they began looking up answers and following the steps in real time. Within a few days, the difference was clear. ![](https://www.screensteps.com/hubfs/Guides-In-Seconds.svg) ### Faster Training New hires began handling transactions on their own within 2–3 days instead of taking months to ramp. ![](https://www.screensteps.com/hubfs/Requests.svg) ### Fewer Interruptions Trainers were no longer pulled away to answer the same questions or step in for routine tasks. ![](https://www.screensteps.com/hubfs/Get-Suggestions.svg) ### Staff Consistency New hires searched for answers and followed the same steps every time, reducing variation across employees. ![](https://www.screensteps.com/hubfs/Certifications.svg) ### Scalable Training With shared guides and less reliance on trainers, new hires learn the same way without increasing the team’s workload. ### Discover the Find & Follow Framework The Find & Follow Framework gives employees the confidence to handle any task, without memorizing every step or relying on a manager for answers. [See How It Works icon-arrow-right-2 ](https://www.screensteps.com/knowledge-ops-solution/find-follow-framework?hsLang=en) “It’s a lot less stressful from a trainer standpoint because we don’t have to repeat the same things over and over again. We’re all like, ‘Why does this feel so easy?’ The new tellers are using ScreenSteps and figuring things out on their own.” **Kianna-Marie Helm **Professional Development Coordinator, HFS Federal Credit Union ## Train Staff Faster With Find & Follow See how you can empower confident and consistent new hires at your organization. [Get a Demo icon-arrow-right-2 ](https://www.screensteps.com/demo?hsLang=en) ### Watch Platform Overview Discover the Knowledge Ops Platform in an overview video by Head of Implementation Jonathan DeVore. [Watch Now icon-arrow-right-2 ](https://www.screensteps.com/access-demo-videos?hsLang=en) ### Explore Learning Center Get tips, insights, and best practices for better employee training and performance support. [Explore icon-arrow-right-2 ](https://www.screensteps.com/learning-center?hsLang=en)