SINGAPORE – The integration of artificial intelligence (AI) and virtual reality (VR) has revolutionized the way volunteers are evaluated by the social service agency Loving Heart.
In an effort to improve the assessment of how well volunteers can identify hazards in the homes of elderly clients, as well as demonstrate empathy, communicate effectively, and make sound decisions, the agency sought a more streamlined approach.
Previously, evaluations occurred during on-the-job training, which involved individually assessing each volunteer. This required visits to elderly clients’ homes and direct observation of volunteers’ interactions.
However, the new AI- and VR-based testing system significantly cuts down on the time and manpower required for these evaluations, according to Ms. Elaine Ho, 47, a nurse clinician and head of community health at Loving Heart.
Collaborating with the Singapore Institute of Technology (SIT), Loving Heart developed an online assessment that was introduced in January. This test includes real-world scenarios and tasks relevant to working with the elderly. To date, around 50 candidates in roles such as befrienders and medical escorts have taken part.
Initially skeptical about whether soft skills could be accurately assessed through AI, Ms. Ho was impressed by the results of the test.
“I had my doubts—how could AI measure empathy? My previous experience involved directly observing volunteers with the elderly. But I was amazed by how effectively this tool evaluated their skills,” she remarked.
The test’s results have proven beneficial in identifying volunteers’ current abilities, which often stem from their personal experiences in caregiving, as well as highlighting areas needing improvement for further training.
“This will enable us to scale our efforts in response to the growing complexities related to an aging society, especially as we aim to provide personalized care,” Ms. Ho added.
The online assessment is part of SIT’s Centralised Skills Assessment and Validation Initiative (CSAVI), a collaboration with SkillsFuture Singapore (SSG) designed to establish national standards for evaluating various professional skills.
The assessment evaluates some components automatically, providing instant feedback, while a human assessor verifies the final results.
The evaluation comprises four segments. The first is a VR simulation of an elderly person’s home, where candidates are tasked with identifying safety hazards.
Part of a CSAVI assessment is a VR simulation of an elderly person’s home, where candidates need to identify safety hazards.
(ST PHOTO: KEVIN LIM)
The second component involves engaging with an AI avatar that represents a challenging and disengaged elderly individual who continually repeats statements and shows frustration.
The final two segments require candidates to provide typed responses: A short-answer assessment on care knowledge and interactions with a chatbot designed to mimic an elderly person to evaluate problem-solving abilities and responsiveness to cues.
Part of a CSAVI test involves interacting with an AI avatar designed to portray a disengaged and challenging elderly individual, who keeps saying the same things and expresses frustration.
(ST PHOTO: KEVIN LIM)
SIT Associate Professor May Lim, the lead on CSAVI, stated that the skills evaluated in this online assessment are based on relevant competencies and community care guidelines established by the SSG and the Agency for Integrated Care, which oversees aged care services in Singapore.
Upon completion of the assessment, every candidate receives a certificate from CSAVI indicating the skills they were evaluated on.
Ms. Ho highlighted that “the certificate is advantageous for volunteers because it allows them to transition to other agencies without undergoing redundant training. They can focus on enhancing different skills instead.”
Yeo Joo Seng, a 44-year-old warrant officer from the Singapore Armed Forces, has been volunteering as a befriender at Loving Heart for over two years. After taking the online assessment in April, he found it to be a valuable learning experience, particularly appreciating the VR simulation of an elderly person’s home.
“This kind of evaluation is crucial for equipping us with the necessary skills to identify risks and hazards in our clients’ homes. Beyond just being an assessment, it serves as a useful guide and practice tool for us,” he explained.
Assessments as part of a SkillsFirst economy
CSAVI is broadening its offerings by developing skills assessments for the hospitality and technology sectors.
Collaborating with Resorts World Sentosa, the initiative aims to create an AI-driven system for evaluating customer sensitivity, service excellence, and operational agility.
This assessment will also enhance skills-based hiring, identifying candidates with the necessary service-oriented traits and revealing retraining needs for existing personnel to maintain high service standards.
Prof. Lim emphasized that this initiative is vital as Singapore transitions to a workforce that values practical skills over traditional academic qualifications.
“Assessment and skills validation are crucial components for the success of a skills-first economy,” she noted.
Whereas career progression has historically relied on self-assessment, Prof. Lim highlighted the importance of moving toward objective validation of skills.
She further explained that AI-driven assessments from CSAVI could unveil talents that individuals might not have recognized through self-evaluation.
“The tests might reveal, ‘Did you know you’re excellent at data storytelling?’ You may not have been aware, but the evaluation provides an objective perspective alongside your self-view,” she shared.
If a skills gap is discovered during the assessment, Prof. Lim stated that CSAVI will assist candidates in their upskilling endeavors through Singapore’s comprehensive training network, including programs at ITE, polytechnics, and SSG.
Cragar Industries, a medical technology manufacturer based in Singapore, has engaged CSAVI to identify employees capable of leading the company’s digital transformation.
Mr. Han Myo Thaw, the general manager at Cragar, pointed out that small and medium-sized enterprises often face challenges in training due to budget constraints.
“I can’t constantly send people for training. We need a more focused approach to provide an effective learning experience,” he stated.
Cragar has shifted from traditional multiple-choice assessments and one-on-one interviews in favor of CSAVI’s interactive AI platform, which allows the evaluation of how staff handle complex scenarios, such as workplace conflict mediation.
Describing the interactive platform as more of a conversation than a typical test, he remarked, “If an employee gives an inappropriate response, the AI encourages them to reconsider their answer or explore alternative solutions.”
“It’s not solely about the score; it’s also about raising self-awareness of individual capabilities, which can enhance personal development,” he added.
Fifteen employees from Cragar have completed assessments in three areas: AI essentials, digital literacy, and soft skills, including resilience and problem-solving.
Mr. Han noted that the insights gained from the results were “surprising,” challenging management’s assumptions. He commented, “We discovered that individuals in executive roles used AI tools more than some staff members we believed had a higher proficiency.”
Source: The Straits Times © SPH Media Limited. Permission required for reproduction
