A leading Canadian utility was navigating significant change within its control center operations. As experienced personnel transitioned out of key roles and grid operations became increasingly complex, the organization needed a more consistent and scalable approach to preparing operators for the demands of modern system operations.
The existing training program relied heavily on informal knowledge transfer and on-the-job experience, creating inconsistencies in qualification processes and placing added pressure on internal training resources. The utility recognized the need for a structured training strategy that could support workforce growth, improve operator readiness, and align with its long-term grid modernization goals.
Create a scalable, role-based training program that prepares control room operators to perform safely and effectively in an increasingly complex operating environment.
Developing a modern training program required more than simply updating course materials. The utility needed to establish clear learning pathways for multiple operational roles while ensuring training reflected the realities of day-to-day control room work. At the same time, opportunities to leverage simulator technology were not fully defined, limiting the organization’s ability to prepare operators for complex scenarios in a controlled environment.
Additionally, the utility needed a sustainable model for developing future operators. Experienced personnel were expected to mentor trainees, but the organization lacked standardized tools, processes, and training resources to consistently support coaching and knowledge transfer.
Mosaic partnered with the utility to redesign its control room training program, creating a comprehensive framework that aligned workforce development with operational needs. Through assessments of existing practices, role responsibilities, training materials, and simulator capabilities, Mosaic identified gaps and developed a roadmap for operator qualification and long-term program success.
The resulting strategy introduced structured learning levels, role-based development pathways, and simulator-driven learning experiences tied directly to operational tasks. Mosaic also developed a formal On-the-Job Training (OJT) Mentor Training program to strengthen internal coaching capabilities and provide consistency across the qualification process. Supporting deliverables included a modular operator curriculum, simulator readiness strategy, training resource plan, and standardized mentor tools designed to support sustainable workforce development.
The utility now has a structured, repeatable approach to developing operator knowledge, skills, and qualifications across the organization. By combining clear learning pathways, standardized mentoring practices, and simulator-based training, the program provides a strong foundation for workforce readiness and operational excellence as the grid continues to evolve.
