There is no question that ample, ongoing training is crucial to employee retention and performance.   GRCA encourages governments to develop a standardized collector training program and revisit it often as you refine your training process.  A written training manual will be a useful desk-top reference tool for a new employee and coupled with your policy manual, will provide a basis for documenting an employee’s compliance with your policies.

Training methods and philosophies aside, there are a number of things you should cover with your new employee. This article is not intended to cover every aspect of training, but it will attempt to highlight the various components of a solid training protocol, including:

If your government has a training manual or protocol that it would like to share with other governments, please attach the items to an e-mail and send them to With your submission, please let us know:

  • What is the name of your organization?
  • What types of debts do you collect?
  • How many collectors does your organization employ?

We use the requested information to assist our users in determining the submission’s potential value to their organization.   

NOTE: Please be aware that your submission is posted on our site with the intention that all or part of the document will be copied and used by other agencies. Please do not submit any proprietary documents that cannot be shared amongst our users.