Best practices / Maddie’s Million Pet Challenge, Koret Shelter Program, UC Davis

Training ‘unleashed’: Animal shelter earns an NPS of 82

Building personalized, interactive courses that 94% of users found easy to navigate

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 2024 Customer of the Year, Customer Satisfaction winnerMaddie’s Million Pet Challenge – at the Koret Shelter Medicine Program (KSMP), UC Davis is dedicated to improving the health and welfare of animals in shelters while supporting the professionals who care for them. Our mission is to advance animal sheltering practices through education, research, and outreach, with a central focus on promoting innovative, accessible, and practical training solutions for shelter professionals.

By equipping shelter staff with the knowledge and skills they need to excel in their roles, we aim to elevate the overall standard of care for animals and strengthen the communities they serve.

"Ultimately, the education and training provided by KSMP have a profound impact on both the human and animal sides of sheltering. By empowering people, we empower animals. Our training enables shelter staff to provide care that is more thoughtful, informed, and compassionate. It fosters more humane, community-centric sheltering models that improve outcomes for both animals and the people who care for them."

Cindi Delany, Director of Online Learning at Maddie’s Million Pet Challenge, Koret Shelter Medicine Program, UC Davis

INDUSTRY

Nonprofit

COMPANY SIZE

Small enterprise

HEADQUARTERS

California, USA

SERVICES

Animal shelter

The challenge

  • Scaling learning with growing enrollment and course offerings
  • Needed a centralized platform with a user-friendly interface
  • Tracking learner progress and compliance with requirements

"A key objective of our organization is to bridge the gap in training and professional development for animal shelter workers. Sheltering is a challenging industry where formal, structured education for frontline staff is often limited or nonexistent. Our goal is to change that reality by providing dynamic, engaging, and learner-centered educational experiences that not only impart essential knowledge but also foster professional growth. We recognize that when shelter workers have access to high-quality, modern training, they are better equipped to provide optimal care for animals, reduce shelter stress, and improve overall outcomes."

Cindi Delany, Director of Online Learning

The solution

  • Launching the Shelter Care Specialist certification program
  • Boost interest and engagement with interactive features
  • Ensuring that offerings can scale without being constrained

The introduction of the CYPHER platform enabled us to achieve a level of operational efficiency, learner engagement, and impact that was previously out of reach.

Implementation

Since adopting the CYPHER platform, our learning and training processes have undergone significant positive changes, enabling us to achieve many of the key goals we set out to accomplish. The platform has played a critical role in supporting the launch and rapid growth of our Shelter Care Specialist certification program, which consists of six comprehensive courses. 

Since introducing the program to the animal sheltering industry in October 2024, we have received over 1,300 applications in less than three months—an incredible milestone that underscores the industry’s interest and demand for this certification in an online environment that engages and supports our learners.

One of the most transformative changes we've experienced is the platform’s ability to support an iterative course development process. We’ve been able to create, deliver, and refine our courses based on real-time learner feedback, without the need to completely rebuild them from scratch. This has allowed us to be more agile and responsive, ensuring that our courses remain relevant, engaging, and effective for our learners.

Features

Robust feature set for adult learning: The platform’s wide array of tools has enabled us to create courses that capture the interest of adult learners. Interactive elements, knowledge checks, and multimedia content have helped us deliver engaging and immersive learning experiences. Learners are able to actively engage with the material, which supports better knowledge retention and skill development.

Collaborative learning and interaction: The platform’s collaborative learning features allow for interaction not only between learners and instructors but also among learners themselves. This shared learning experience fosters a sense of community and collective growth. Learners can discuss topics, seek advice, and share experiences, which enhances the overall learning experience and allows for more dynamic problem-solving.

Coach, Co-Coach, and TA involvement: CYPHER has made it easy for our small team of coaches, co-coaches, and teaching assistants to provide meaningful, personalized support to learners. Through direct messaging, discussion boards, and real-time feedback, our team can maintain a high-touch learning environment despite having only four dedicated online learning professionals and subject matter experts on staff.

User-friendly interface: The platform’s intuitive and visually appealing interface ensures that learners can easily navigate the system. The ease of use minimizes technical barriers for users, making it simple for them to access and complete coursework. The attractive design creates a positive user experience, encouraging learners to stay engaged and complete the certification program.

Flexibility and scalability: The flexibility and depth of the CYPHER platform have allowed us to continually improve and expand our program. As our courses evolve, the platform’s capabilities ensure that we can grow our offerings without being constrained by technical limitations. This scalability will be critical as we look to introduce new content, refine our current curriculum, and potentially develop new certification tracks in the future.

Benefits

By overcoming the pain points of our previous system and leveraging the advanced features of the CYPHER platform, we’ve been able to expand our reach, scale our impact, and deliver a world-class learning experience for our learners. This transformation has been a critical step in advancing our mission and ensuring that our learners are equipped with the skills and knowledge they need to succeed.

These changes have made it possible for our small but dedicated team to achieve a big impact. We’ve built a professional, interactive, and learner-centered certification program that has attracted more than 1,300 applicants in just a few short months. By using the features of the CYPHER platform, we’ve been able to create a truly modern and effective learning experience for animal shelter workers, helping them develop essential skills that improve shelter operations and animal outcomes.

The results

  • Over 25% increase in completion rates
  • Boosted NPS based on platform usability ratings
  • Increased learner buy-in and understanding

With CYPHER, we have seen a substantial increase in learner completion rates, engagement, and satisfaction with the online learning experience. Learners can now engage in learning on their own terms, using any device at any time. Our ability to support and track learner progress, offer dynamic feedback, and foster interactive peer learning has led to more effective skill development and increased learner success.

Prior to CYPHER, completion rates hovered around 60%. Following implementation, we’ve seen a greater than 25% increase, with current completion rates consistently at 80% or higher. Since adopting the CYPHER platform, we have observed notable improvements in our learners’ skills, competencies, and overall knowledge retention. These advancements are evidenced by multiple indicators, reflecting a comprehensive and meaningful learning experience.

Objective performance metrics: Learners have demonstrated increased proficiency as seen through their scores on knowledge checks and submission assignments. These assessments measure their grasp of key concepts and the ability to apply them in practical scenarios, showing measurable growth in their foundational knowledge.

Task performance and application: Beyond test scores, our learners’ ability to perform essential tasks and articulate the principles underlying their actions has significantly improved. This practical application of knowledge is critical in roles where hands-on skills and decision-making are essential. The platform’s interactive learning design has contributed to this growth by providing opportunities for learners to practice, reflect, and refine their approach.

Conceptual understanding and critical thinking: One of the most meaningful outcomes we’ve observed is the learners’ deepened understanding of not only what best practices are, but also why they matter. This shift from rote memorization to conceptual clarity fosters a more engaged and committed learning experience. Learners are better equipped to make informed decisions and adapt their actions in real-world scenarios, enhancing their problem-solving capabilities.

Learner buy-in and reflective learning: Perhaps the most significant indicator of success is the growth in learner self-awareness and reflection. Our learners are not just passively consuming information; they are actively engaging with the content, considering its relevance to their roles, and internalizing its importance. This shift represents a deeper level of learner buy-in, which we consider a critical factor in sustainable behavior change and ongoing professional development.

In our most recent cohort, learners were offered a 5 tier likert scale to rate specifics of the course they had just finished. The following were percentages reflect the responses of the cohort:

  • 94% strongly agree that the course platform was easy to navigate
  • 94% strongly agree that the material was presented in a clear manner that facilitated understanding
  • 97% strongly agree that the course was well structured and easy to follow
  • 97% strongly agree that they felt supported during the course

In addition, our Net Promoter Score (NPS) is now 82. This score places our program in the "excellent" range. Notably, 82% of respondents rated the program a 9 or 10 out of 10, while the remaining 18% rated it a 7 or 8. No respondents scored the program below a 7, underscoring consistent satisfaction and a positive learner experience.

Year-over-year, we’ve also seen an approximate 200% increase in applications. The platform’s professional presentation of course materials and seamless onboarding process have been cited as key factors in applicant feedback.

In summary, the CYPHER platform has enabled holistic improvement in our learners’ skills, competencies, and knowledge retention. While objective assessments like quizzes and assignments provide tangible evidence of progress, the true impact is reflected in the learners’ ability to perform tasks effectively, understand the “why” behind best practices, and exhibit a sense of ownership and commitment to the learning process. This comprehensive growth supports our broader mission of fostering well-rounded, reflective, and skilled professionals.

"CYPHER Learning has been a transformative partner in advancing our mission to professionalize animal shelter care. Its intuitive platform allows us to create engaging, interactive certification courses that empower shelter workers with essential skills in medical care, behavior, enrichment, and daily care best practices. By streamlining content development and enhancing the learning experience, CYPHER Learning supports our goal of improving animal welfare outcomes and providing shelter staff with meaningful career development opportunities."

Cindi Delany, Director of Online Learning

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false Maddie’s Million Pet Challenge, Koret Shelter Medicine Program, UC Davis Maddie’s Million Pet Challenge, Koret Shelter Medicine Program, UC Davis Koret Shelter Medicine Program, UC Davis 94% found courses easy-to-navigate "CYPHER Learning has been a transformative partner in advancing our mission to professionalize animal shelter care. Its intuitive platform allows us to create engaging, interactive certification courses that empower shelter workers with essential skills in medical care, behavior, enrichment, and daily care best practices. By streamlining content development and enhancing the learning experience, CYPHER Learning supports our goal of improving animal welfare outcomes and providing shelter staff with meaningful career development opportunities." Cindi Delany, Director of Online Learning at Maddie’s Million Pet Challenge – at the Koret Shelter Medicine Program, at UC Davis