USAID helps build MLSA capacity for public outreach on new pension system

The USAID-funded Pension Reform Implementation Program (PRIP)and the Ministry of Labor and Social Affairsof Armenia (MLSA) have completedathree-month training program aimed at facilitatingthe implementationof the country’s new pension legislation and enhancingthe customer outreach for the affectedMLSA agencies. During the ceremony held in Yerevan on February 7, 2014, participants inPRIP’s training of trainers sessions received certificates for successful completion of the course. The first component of the training program focused on the new pension system and featureda series of legal advocacy sessionsfor regional social workers, including those working in the newly established Comprehensive Social Services Centers. The second component was designed to train qualifiedtrainers toconduct larger-scale public seminars on Armenia’s multi-pillar pension system.

Pre-training surveys conducted in all marzes of Armenia had revealed a strong demand for clear understanding and knowledge ofthe complex pension legislation. TheMLSA “Pension System Awareness Center” Foundation (PSACF), tasked with this function, could not meet that demand with their own resources and requiredskilled trainers to improve and expand their outreach. Regional social workers also lacked relevant knowledge to support the reform’s rollout and manage public inquiries on their own.

In response, the USAID/PRIP trained nearly 400 regional social workers and conducted a rigorous training of trainers (ToT) program. Eight specialists receivedPSACF certificates allowing them to hold free public awareness seminars and training sessionsfor wider audiences across the country. These specialists underwent intensive training at the PRIP office, the Central Bank of Armenia, the State Depositary, the State Social Security Service and the State Revenue Committee. In addition, four employees of the PSACF Hotline (114) participated in the ToT program in order to improve the quality of their customer service.Post-training survey results have indicated a notable improvement in theirknowledge and skills.

The public relations and communications specialist inthe State Social Security Service (SSSS),AramayisShahabekyan, who is one of the eight certified trainers, will provide advice to the MLSA and SSSS staff on pension related issues and will partake in public seminars arranged by PSACF. “All changes in the state social security system including amendments to laws and regulations,which have a direct impact on the social situation of the population, should become promptlyavailable to all employees of the system.Our staff often needs trainings on particular topics,and we have lacked relevant trainers. Thanks to the training fromthe USAID PRIP program, I received detailed and comprehensive knowledge about all the players of the new pension system. I am confident now I can fill the information gap and share my knowledge of both the state- and fully-funded pension systems with all our employees,” saidShahabekyan.

The Head of the Artashat regional division of SSSS, SedrakSargsyan, noted that while their recently established Comprehensive Social Services Center was well-furnished and equipped with very good staff, it needed trained specialists to improve the work flow, increase the quality of services, and tackle different situations and public inquiries in an efficient manner. “This training helped us to improve our knowledge on the legislation framework of both the new fully-funded pension system and the current pay-as-you-go pension system, making it very clear to our staff. It was very important to ensure our employees are as knowledgeable as possible,as the pension reform affects all aspects of our work,” he said.