I-CAR in Canada

I-CAR International, based near Chicago, has delivered short-term — normally four-hour — training courses to collision repair shops, insurance staff and others throughout the United States and Canada since 1985. These courses focus on the latest materials, technologies and repair techniques used in collision repair shops.

I-CAR harnessed individual training courses into a certification system about 10 years ago. Now, individuals with sufficient training credits and ongoing training become Platinum Class members, while businesses with staff members who have sufficient I-CAR training become designated as Gold Class. As noted below, this system will be undergoing changes in the near future.

Three years ago, I-CAR International indicated that it would be exiting the Canadian market. This intended direction has changed: earlier this month, the Automotive Industries Association of Canada (AIA Canada) and I-CAR International signed a License Agreement for delivery of ICAR training in Canada.

As of May 1, AIA Canada has taken over management of this important skills updating mechanism for the Canadian collision marketplace.

MOVING TO A “MADE IN CANADA” APPROACH

AIA Canada is a national trade association representing the automotive aftermarket industry in Canada. It represents manufacturers, re-builders, manufacturers agents, warehouse distributors, national distributors, buying groups, wholesalers, machine shops, retailers and, through its councils, the interests of collision repair shops and automotive service and repair outlets.

AIA Canada, in submitting a proposal to manage I-CAR training in Canada, recognized a number of key issues:

• I-CAR courses are critical to the capacity of the industry to deal cost-effectively with the repair of newer cars. Very few alternatives for technical skills upgrading are available to Canadian operations.

• I-CAR training has industry-wide recognition among technicians and managers, the collision chains and the insurance sector. Although support for Canadian delivery was sometimes spotty over the years, the reputation for quality is very strong.

• The dozens of regional volunteers overseeing I-CAR training and the corps of trainers delivering instruction are incredibly committed and work tirelessly for the good of the industry.

All in all, most observers feel the program has enormous potential in Canada. The potential exists not only to increase the take-up and market penetration of the program, but also, with adjustments in the certification system, to become the primary professional development mechanism for shops across the country.

I-CAR AND THE INSURANCE SECTOR

The insurance sector’s relationship with I-CAR training has been close over the years. Insurance companies have a very strong interest in having collision repair shops maintain a high level of technical skills and competency, enabling effective repairs to today’s modern and complex vehicles. The insurance industry in Canada has told us it believes strongly that shops possessing a broad base of advanced technical skills will help ensure that collision repairs to policyholders’ vehicles are completed with the utmost attention to safety, and that the finished product is returned to the consumer in pre-accident condition.

Insurance adjusters and appraisers themselves require up-to-date understanding of modern materials and processes; over the program’s history, they have comprised up to 30% of the trainee ranks within I-CAR. Many from the insurance industry are also involved at the volunteer level in local I-CAR committees across Canada.

There are higher-level links as well. The public insurance system in Manitoba, for example, require that participating shops be I-CAR Gold status. They also require that each shop have at least one I-CAR certified welder. Insurance companies in other provinces promote I-CAR training through direct repair programs, sometimes with financial incentives. The widespread availability of ICAR training and the integrity of its certification and reporting systems are important contributors to the objectives of the insurance industry.

THE ROAD AHEAD

As AIA takes over management of the ICAR training for the Canadian marketplace, a series of short-and longer-term initiatives will be launched.

In the short term, AIA will solidify the administrative underpinnings of the program. In large measure, a newly developed Web/database portal will support this objective. The portal would allow trainees and managers to register for training, view past training and certification activity (from all sources), view class schedules and registrants and track progress toward certification objectives. The old paper coupon system used by I-CAR International will be replaced by a much easier online version. Also in the short term, AIA’s advisory committee, with input from program volunteers and trainers, will revise program policies and procedures to reduce cancellations and improve customer service.

In a few months, we’ll be recruiting new trainers and making more classes available in more regions of the country. We’ll be reviewing the course pricing structure to make it simpler. And we’ll be starting some in-depth customer surveying to gather opinions on everything from class video effectiveness to scheduling to new course requirements.

Over the longer term, AIA and its advisory groups will be examining I-CAR proposals for a new curriculum matrix, which will work to focus training on the specific skill needs of key positions in the collision shop — such as refinish technician, structural and non-structural technician, estimator and appraiser. These changes suggest some amendments to the current Gold and Platinum Class structure may be forthcoming.

Finally, over the longer term, AIA Canada will be looking at the larger human resource questions of the industry, including recruitment, retention and training concerns. We want to see AIA Canada and I-CAR training as integral components of human resource development for the automotive aftermarket industry.

The changes ahead are exciting. They promise to have a tremendous impact on the aftermarket sector as well as its insurance partners.

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Insurance companies have a very strong interest in having collision repair shops maintain a high level of technical skills and competency, enabling effective repairs to today’s modern and complex vehicles.

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In the short term, AIA will solidify the administrative underpinnings of the I-CAR program. In large measure, a newly developed Web/database portal will support this objective.