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Introduction and Warm Up Description of CLUES’ ESL Customer Service Prep/Office Prep Program

Creating a Transition to Employment Program on a Shoestring ABE Summer Institute – August 17, 2011. Agenda. Introduction and Warm Up Description of CLUES’ ESL Customer Service Prep/Office Prep Program Description of Curriculum and Learning Outcomes Exercise – Adapt Model to Local Needs

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Introduction and Warm Up Description of CLUES’ ESL Customer Service Prep/Office Prep Program

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  1. Creating a Transition to Employment Program on a ShoestringABE Summer Institute – August 17, 2011

  2. Agenda Introduction and Warm Up Description of CLUES’ ESL Customer Service Prep/Office Prep Program Description of Curriculum and Learning Outcomes Exercise – Adapt Model to Local Needs Sharing and Wrap Up

  3. ESL Customer Service Prep/Office Prep • Transition to Employment: Improve skills • and qualifications for entry level • employment • Combined program of ESL, computer • and employment skills for Intermediate • ESL students • Bridge to employment and to • further levels of education

  4. Who We Are • CLUES has been providing family-centric services in the community for 30 years. • A continuum of services are provided through six core areas: • Mental Health Services • Chemical Health Services • Family Services • Aging Well Services • Community Health Worker Services • Economic Advancement Services – Includes ABE/ESL

  5. Who are our students? What are their needs? In 2010-2011, CLUES served about 500 adult ESL students Approximately half were intermediate to advanced levels of ESL

  6. Changing Student Body - Changing Needs 2009-2010 Student Ethnicity 2010-2011 Student Ethnicity

  7. Changing Situations – Changing Needs In 2010-11, 48% of students were unemployed or not in labor force – up from 31% in 2009-10

  8. What are our Educational Resources? • Core ESL Program • Two sites – East St Paul and South Minneapolis • Quarterly schedule; Year-round classes; Day and Evening Schedules • Beginning; Intermediate; Advanced ESL

  9. What are our Educational Resources? • Computer Classes and Lab • CTEP Americorps Member • ESL Basic Computer classes offered 2 days/week • Curriculum based on Digital Literacy Standards provided by the SPCLC • Various computer lab hours

  10. What are our Educational Resources? Distance Learning Project IDEAL distance learning training in October 2010 and ongoing webinars to discuss progress Began offering distance learning in January 2011 In 2010-11, enrolled 21 students who have studied more than 500 hours

  11. What are our Educational Resources? NRFF Customer Service Training & Certification Partnership with NCLR/Walmart to develop program Based on National Retail Federation Foundation curriculum CLUES is an approved site for the NRFF Customer Service Certification Test Three week/90 hour intensive class

  12. Other community resources? Mobile Workplace – Computer labs in Somali, Spanish, Hmong Public Library – Computer labs open days and evenings Employer Advisory Group – Advise regarding employment needs, serve as guest speakers

  13. Bridge to Employment? Minnesota DEED reports that 12% of job vacancies i are in retail. (Second highest number of vacancies – first is healthcare) Employer Advisory Group reports that high need for basic customer service skills for most positions

  14. Bridge to Further Education? Next steps:

  15. Creating a Bundled Program Total – 20 hours in class/lab plus 5 hours homework/Distance Learning Existing – ESL, Computer class, computer lab, distance learning Added – 5 hours per week – Customer Service Prep/Office Prep - $3000 Special funding to develop curriculum and teach pilot

  16. Outcome of pilot? Total referred 24 Total enrollment - start of class 20 Total at conclusion of class 20 Total graduated students (CLUES Certificate 10 Total job placements (following classes) 8 Placements retained-30 days 7 Average wage at placement $8.06

  17. Outcome of pilot? • What skills did you learn or improve during the class? The money; customer relations, how to treat customers and read body language; I was learning how I can help other people’s needs more.  Also how I can help more than one person at the same time.  I was further improving my technique for being a sales associate and cashier.; I learned to build on the sale and read customers’ body language when a customer is deciding on a product.

  18. CURRICULUM STUDENT LEARNING OUTCOMES

  19. YOUR TURN HOW TO ADAPT TO LOCAL SETTING?

  20. Contact Info: • Yvonne Lerew - ylerew@clues.org 651-379-4212 • Teresa Ortiz – tortiz@clues.org 651-379-4222

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