Hilltop Property Services maintains 28 community facilities, including senior living residences, brain injury care units, commercial kitchens and administrative offices. With 19 facility maintenance technicians supporting this diverse and demanding portfolio, the team encountered a familiar challenge: inconsistent training, high reliance on outside vendors and limited opportunities for technician advancement.
Before adopting Interplay Learning, Hilltop lacked a structured technical training program beyond meeting annual OSHA compliance. Skill development was informal and varied widely between sites, depending on who was doing the teaching. Missing standardization left technicians unequipped to handle more advanced repairs, especially in HVAC and electrical work, making vendor calls a costly and frequent necessity.
Building the JPS Model Around Interplay
To address these issues, assistant director Lee Kenney drew inspiration from his military background to design a Job Proficiency Standards (JPS) program. The JPS framework outlines a clear set of tasks each technician must master at different levels, from entry-level Tech 1 to journeyman-level Tech 2 to Supervisory roles. Interplay’s interactive digital courses and 3D simulations became the foundational roadmap for each tier, ensuring all technicians started with the same baseline knowledge.
Technicians complete relevant Interplay courses and validate their knowledge and practical skills through hands-on assessments conducted by senior managers. This blended learning approach appeals to diverse learning styles while building confidence and competence.
Measurable Operational Impact
The training program’s outcomes have been substantial. Hilltop reduced external vendor costs by 25 percent and decreased total outsourced services by 30 percent. Technicians are now equipped to independently handle a broader range of electrical systems repairs and non-compressed HVAC tasks, including diagnostics, furnace work, and control system troubleshooting. Their improved technical competency extends across the full range of facility equipment, allowing the team to address more issues internally and efficiently.
One of the clearest signs of success is preventive maintenance. Hilltop increased proactive work orders from 20 percent to over 50 percent, significantly reducing downtime and emergency repairs. While task completion has remained steady, the financial savings from fewer vendor calls have made a major difference to the bottom line.
Advancing Careers and Creating Opportunity
The JPS program has improved operations and unlocked career growth for Hilltop’s engineers. Within 12 months of launching the program, 50 percent of the team advanced to higher-level roles. Promotions are tied directly to demonstrated skill and Interplay course completion, with increased pay and title changes reinforcing the value of ongoing training.
One technician, Josh Hertel, who was previously hesitant to touch electrical work, now confidently handles residential furnace diagnostics and wiring repairs and has become a go-to trainer for Tech 1s. Another technician, Karen Kirkman, recently advanced into a newly created Tech 2 Supervisor role, highlighting the program’s ability to support upward mobility.
A Culture of Continued Learning
Flexibility has also been key to success. Technicians are given dedicated training hours during the workweek and the option to complete courses after hours using a banked time system. Interplay’s point system rewards progress equitably with bonuses and recognition, keeping motivation high across experience levels.
Hilltop’s investment in standardized, skills-based learning has transformed its team into a more confident, capable, and self-reliant workforce. This empowers them to deliver more consistent service across a growing portfolio while giving technicians a clearer path to personal and professional advancement.
