The Situation

A large North American utility company previously implemented a lineworker apprentice program designed to reduce training costs by emphasizing on-the-job learning over traditional classroom instruction. The expectation was that experienced field lineworkers would train new hires directly. While well-intentioned, this approach faced several challenges:

• Field supervisors were not adequately prepared to train new employees from scratch.
• Productivity suffered as qualified workers were pulled from their duties to train apprentices.
• The HR screening process for candidates was inefficient.
• There was a disconnect between performance expectations and the metrics used to evaluate them.
• Field employees lacked buy-in for the training model.

As a result, new lineworkers were undertrained, felt unsupported, and were more prone to safety incidents.

The company needed a comprehensive apprentice program that would equip lineworkers with the knowledge, skills, and confidence to succeed in a complex, hazardous, and highly regulated environment. Given the collaborative nature of the work, it was also essential that entire crews—from lineworkers to supervisors—be thoroughly trained in all procedures to ensure safety for themselves and others.

The organization set a goal to develop a robust, five-year apprentice training program that could serve as a model for the industry. This revised program would include a more rigorous hiring process, a pre-apprentice phase to screen out unqualified candidates, and increased structure and defensibility.

Mosaic Offers a Solution

The utility partnered with Mosaic to design a formal, customized lineworker apprentice training program aligned with union and management-approved core competencies. A key feature of the new program is a one-year pre-apprentice probationary period that combines instructor-led, web-based, and field training. Mosaic also developed structured on-the-job training programs, providing supervisors with assessment tools to document their role in supporting apprentice success. Mosaic consultants worked closely with internal academy teams, operations, delivery, recruiting, management, and union representatives to ensure broad support and shared responsibility for the program’s success.

With a more selective screening and hiring process and a well-structured training program, the company has seen immediate benefits. Apprentices now enter the field with a strong understanding of job requirements, customer needs, and safety protocols. They are equipped to perform their duties correctly and efficiently. The new program has also led to improvements in safety metrics and customer service outcomes.