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Senior Services
Job Readiness Training, Workforce Development and
Outreach, Education and Advocacy for Mature Workers
Today’s Presenters:
• Patricia Wilkins, Vice President Workforce Development
• Barbara Rykaczewski, Director Quality and P...
•National Able Network History
•Define Workforce Development
•Provide an overview for developing and
implementing successf...
National Able Network® is a nonprofit
agency working to serve
individuals, families and communities by
bringing together q...
Our Mission…
“Preparing Today’s Communities to
Meet Tomorrows Challenges.”
*Education

*Employment

*Opportunities
National Able Network® was founded in Chicago
in 1977 by a grant from The Chicago Community
Trust to advocate for, and pro...
National Able Network Programs

Adult
Basic
Education
Services

Senior
Community
Service
Employment
Program

Seniors
Havin...
Seniors Having Information for Tomorrow
(SHIFT)

SHIFT is a comprehensive training program for unemployed or
retired adult...
Senior Community Service Employment
Program (SCSEP)

SCSEP is a community service and work based training
program for olde...
Service Areas

• Illinois
• Indiana
• Maine
• Massachusetts
• New Hampshire
SCSEP was established in 1965 as
Title V of the Older Americans Act

• SCSEP is the only federally funded training and emp...
What is Workforce Development?
Definition

Workforce Development is - a term used to describe
employment initiative services offered by agencies and
gove...
Workforce Development Is…
• Collaborative economic development approach
• Designed to enhance a region's economic stabilit...
Workforce Development and
Mature Workers
Many mature workers are staying in the
workforce longer for various reasons:
•
•
...
Self-Sufficiency

Training

Employment

Subsidized
Programs

Unsubsidized
Programs

Comprehensive
Supportive
Services
Barbara Rykaczewski, Director of Quality Assurance

SERVICE INTEGRATION
Objectives

• Define “Service Integration”
• The need for service integration
• Service integration goals and projects
• A...
Service Integration

Improving service delivery to clients through
coordination of efforts, resources, and knowledge
Flexibility

Shaped by
those
involved and
those served
Able’s Service Integration History
Reason for Service Integration Task Force

• Feeling budget crunch
• Clients using mult...
Able’s Representation
Senior
Community
Service
Employment
Program

Seniors
Having
Information
For
Tomorrow

Workforce
Inve...
With Guidance from:

•
•
•
•

Vice President of Workforce Development
Vice President of Workforce Services
Vice President ...
Logistics

Meetings
Work plan with actionable outcomes and due dates
Quarterly expanded staff meetings
Ultimate Goal

To improve service delivery to clients
through coordination of efforts,
resources, and knowledge
Action Steps
• Provide clients with a stronger, holistic approach to
address their barriers to employment
• Utilize agency...
Project: Program Knowledge
All Able staff know about all the programs
offered and basic eligibility criteria
• Create an A...
Project: Initial Assessment
• “Program-ready participant” assessment
• Definition of “program-ready”
• Questions to determ...
Project: IEP Development
• Guiding principles for development of:
Individual Employment Plan (IEP)
• Best Practices Guide
...
Activity: Client Scenarios
• What services can your program provide to this
client?
• What services are there in the commu...
Benefit to Client

• Access to added resources
• More support/opportunities to address
barriers
• Access to Subject Matter...
Benefit to Agency

• Leveraged resources
• More seamless service
• Better performance
• Breaking down silos among service ...
Challenges

• Buy-in
• Getting credit, sharing
territory
• Old habits are hard to
break
• “Too busy” syndrome
Results

• Increased co-enrollment
• Increased cohesiveness
throughout agency
• Better service delivery
to participants
• ...
Some Examples of Service Integration

Universal Client Application
Call Center

Job Readiness Training
Establishing Your Own
Service Integration Task Force
• Know your network
• Identify common goals
• Identify resources avai...
Bryan Dalton, Director of Training

JOB READINESS TRAINING

@bryankdalton
Objectives

• Describe the importance of Job Readiness Training (JRT)
• Explain how JRT pertains to those seeking employme...
Why the Need for Job Readiness Training
• The job search process has changed
• Accessing opportunities require
technology
...
Job Readiness Training for Job Seekers
Developing an Effective Job Search Plan
Resume and Cover Letter Development
Prepari...
Developing an Effective Job Search Plan

Networking
Elevator
Speech

Basic
Resume
Occupation
Goal
Resume and Cover Letter Development
Computer Eye

Human Eye

•
•
•
•
•

Research
Key words
Targeted
Accomplishments
Not da...
Preparing for the Interview

Prepare for all types of interviews
Mock Interviews
How to Effectively Complete an Online Job App

• Understanding
the how and why
• The must haves
before starting
• Helpful ...
Introduction to Social Media
• What is it
• How people are
using it socially
• How it find a job
using it
Providing Exceptional Customer Service
• External Customer Service

• Internal Customer Service

• Best practices and how ...
Harmony in the Workplace

• Benefits of harmony
• Methods to promote
harmony

• Stress management
• Time management
• Work...
Making a Great Impression on the Job

• Workplace communication
etiquette pertaining to
verbal, written and
nonverbal comm...
For Self-Sufficiency and Quality of Life
• Access to technology
• Learning about available resources and how
to find them
...
Activity from: Developing an Effective Job Search Plan

NETWORKING
Within the Context of National Able

• Geographic and rural outreach
• Budget cuts
• Blended training
• Live Virtual
• Cla...
Special Considerations in the Virtual World
Some Outcomes

Attendance
Pilot Year

Customer
Satisfaction

Remote

Year Two

Classroom
A short video produced and edited by Jenna Holzberg

SUCCESS STORY
Jenna Holzberg, Illinois Senior Services Program Manager

SENIOR AMBASSADOR PROGRAM
Workforce Development & the Mature Worker

Workforce Development Program Model:
• Job Readiness Training
• Skills Training...
Workforce Development & the Mature Worker

Senior Community Service Employment Program
• Also known as SCSEP or the Title ...
Workforce Development & the Mature Worker
• In pursuit of other program options….

The Retirement Research Foundation
&
Se...
Seniors Having Information For Tomorrow

Is a workforce development program for mature workers which
provides clients:

Jo...
Seniors Having Information For Tomorrow

Year One

Selfsufficiency

(program year 2011)

Year Two
(program year 2012)

Ent...
Seniors Having Information For Tomorrow
Year Three
(program year 2013)

Entered-employment and
employment retention

Pilot...
Senior Ambassadors

What is a Senior Ambassador?

How does this fit into a workforce program for
mature workers?
Senior Ambassadors

Interested in creating other learning and
training opportunities for program clients
outside of the tr...
Senior Ambassadors

The concept of “Senior Ambassadors”
came out of our direct client service
experience in the Job Readin...
Senior Ambassadors
Definition:
Senior Ambassadors are advocates and educators. They
are trained and educated about differe...
Discussion

What are the other things that we can identify
that are issues relevant to seniors that can be
incorporated in...
Senior Ambassador Training Objective

Understanding the
Affordable Care Act
Training of Senior Ambassadors

How were the
Ambassadors identified?
• Current SHIFT Program
clients
• Relevant IEP goals
Training of Senior Ambassadors

• Training and education of program staff on
the Affordable Care Act.
• Identify informati...
Training Material
• Online tutorials from the Assistor Training
• Center for Medicare & Medicaid Services
• www.illinoishe...
Training Material – Online Resources
Training Material – Online Resources
Training Material

Tablet Computers
• Exposes Ambassadors to new technology
• Additional tools and resources in outreach
e...
Practice Sessions
• Created a list of “talking points”
• Mock interactions, discussion & presentations
• Mini-presentation...
Tracking Success of Senior Ambassadors
Ambassador outreach efforts contextualized
within a structured and defined Affordab...
Tracking Success of Senior Ambassadors

Senior
Ambassador
Outreach

Able Call Center

In-Person
Navigator

Ability to trac...
Senior Ambassadors

Skills Developed, Lessons Learned
& Outcomes
Skills Developed
How does this translate into marketable skills
for one’s job search?
Communication

Public Speaking

Netw...
Skills Developed
Lessons Learned

• Challenges with rollout of www.healthcare.gov
• Negative responses
• Pushback

Shared teaching and lear...
Lesson Learned

Unexpected interest and enthusiasm from
program clients
What will be our next Senior Ambassador project?
•...
Outcomes
Questions?
Conclusion and final thoughts
• Mature workers are staying in the workforce
longer
• Lack of senior-friendly, workforce
de...
Stay tuned and check us out @

www.nationalable.org
Job Readiness Training, Workforce Development and Outreach, Education and Advocacy for Mature Workers
Job Readiness Training, Workforce Development and Outreach, Education and Advocacy for Mature Workers
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Job Readiness Training, Workforce Development and Outreach, Education and Advocacy for Mature Workers

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Job Readiness Training, Workforce Development and Outreach, Education and Advocacy for Mature Workers

  1. 1. Senior Services Job Readiness Training, Workforce Development and Outreach, Education and Advocacy for Mature Workers
  2. 2. Today’s Presenters: • Patricia Wilkins, Vice President Workforce Development • Barbara Rykaczewski, Director Quality and Procedures • Bryan Dalton, Director Training • Jenna Holzberg, Illinois Senior Services Program Manager
  3. 3. •National Able Network History •Define Workforce Development •Provide an overview for developing and implementing successful project plans •Outcomes… Next steps
  4. 4. National Able Network® is a nonprofit agency working to serve individuals, families and communities by bringing together qualified job seekers and businesses.
  5. 5. Our Mission… “Preparing Today’s Communities to Meet Tomorrows Challenges.” *Education *Employment *Opportunities
  6. 6. National Able Network® was founded in Chicago in 1977 by a grant from The Chicago Community Trust to advocate for, and promote employment opportunities for seniors. Today, Able serves businesses in all major sectors and helps job seekers of all ages, skills and income levels.
  7. 7. National Able Network Programs Adult Basic Education Services Senior Community Service Employment Program Seniors Having Information For Tomorrow Trade Adjustment Act Able Staffing Resources Workforce Investment Act Veterans Forward Universal Job Readiness Training (JRT) Able Career Institute
  8. 8. Seniors Having Information for Tomorrow (SHIFT) SHIFT is a comprehensive training program for unemployed or retired adults focusing on improving self-sufficiency. The Seniors Having Information for Tomorrow (SHIFT) is funded by a private grant from The Retirement Research Foundation
  9. 9. Senior Community Service Employment Program (SCSEP) SCSEP is a community service and work based training program for older workers. Authorized by the Older Americans Act, the program provides subsidized, community service-based training for low-income persons 55 or older who are unemployed. The Senior Community Service Employment Program (SCSEP) is funded by a U.S. Dept. of Labor grant administered by National Able Network®
  10. 10. Service Areas • Illinois • Indiana • Maine • Massachusetts • New Hampshire
  11. 11. SCSEP was established in 1965 as Title V of the Older Americans Act • SCSEP is the only federally funded training and employment program for mature workers in the United States. • 43,809 mature workers will receive and provide SCSEP services throughout the United States during the 2013 program year. • 2013 funding $424,804,974 - 5% reduction from 2012
  12. 12. What is Workforce Development?
  13. 13. Definition Workforce Development is - a term used to describe employment initiative services offered by agencies and government programs.
  14. 14. Workforce Development Is… • Collaborative economic development approach • Designed to enhance a region's economic stability and prosperity • Focuses on people, community and businesses • Holistic approach • Seen as a solution to issues of social equity
  15. 15. Workforce Development and Mature Workers Many mature workers are staying in the workforce longer for various reasons: • • • • • Necessity - finances Americans are living longer Health Care Benefits Stay actively engaged New career or skills
  16. 16. Self-Sufficiency Training Employment Subsidized Programs Unsubsidized Programs Comprehensive Supportive Services
  17. 17. Barbara Rykaczewski, Director of Quality Assurance SERVICE INTEGRATION
  18. 18. Objectives • Define “Service Integration” • The need for service integration • Service integration goals and projects • Accomplishments and results
  19. 19. Service Integration Improving service delivery to clients through coordination of efforts, resources, and knowledge
  20. 20. Flexibility Shaped by those involved and those served
  21. 21. Able’s Service Integration History Reason for Service Integration Task Force • Feeling budget crunch • Clients using multiple resources within agency • Sharing of job leads • Access to Subject Matter Experts • Knowledge/processes/forms
  22. 22. Able’s Representation Senior Community Service Employment Program Seniors Having Information For Tomorrow Workforce Investment Act Veterans Forward Trade Adjustment Act Able Staffing Resources Able Career Institute Universal Service Job Integration Readiness Team Training Training Team
  23. 23. With Guidance from: • • • • Vice President of Workforce Development Vice President of Workforce Services Vice President of Veterans and Business Development Chief Operating Officer Input also from Chief Executive Officer & CEO, Grace Jenkins
  24. 24. Logistics Meetings Work plan with actionable outcomes and due dates Quarterly expanded staff meetings
  25. 25. Ultimate Goal To improve service delivery to clients through coordination of efforts, resources, and knowledge
  26. 26. Action Steps • Provide clients with a stronger, holistic approach to address their barriers to employment • Utilize agency resources in collaborative manner so as to maximize agency impact on client • Address agency challenges and issues related to communication • understanding and sharing between the different programs • help agency staff to have a more complete understanding of the agency • Better integrate services of remote offices and locations
  27. 27. Project: Program Knowledge All Able staff know about all the programs offered and basic eligibility criteria • Create an Able program information at a glance “cheat sheet” • Inform staff and make information available • Ensure document is current on a regular basis • Learning tool: Able Puzzle • Take-away: Referral tool
  28. 28. Project: Initial Assessment • “Program-ready participant” assessment • Definition of “program-ready” • Questions to determine program readiness Learning tool: Participant scenarios
  29. 29. Project: IEP Development • Guiding principles for development of: Individual Employment Plan (IEP) • Best Practices Guide • Examples of “good” and “bad” IEPs Learning tool: IEP Writing
  30. 30. Activity: Client Scenarios • What services can your program provide to this client? • What services are there in the community that the client could benefit from?
  31. 31. Benefit to Client • Access to added resources • More support/opportunities to address barriers • Access to Subject Matter Expert (SME) • More seamless service
  32. 32. Benefit to Agency • Leveraged resources • More seamless service • Better performance • Breaking down silos among service providers
  33. 33. Challenges • Buy-in • Getting credit, sharing territory • Old habits are hard to break • “Too busy” syndrome
  34. 34. Results • Increased co-enrollment • Increased cohesiveness throughout agency • Better service delivery to participants • Stronger grant proposals
  35. 35. Some Examples of Service Integration Universal Client Application Call Center Job Readiness Training
  36. 36. Establishing Your Own Service Integration Task Force • Know your network • Identify common goals • Identify resources available to share • Establish MOUs/linkage agreements • Create and stick to work plan • Re-evaluate and readjust regularly
  37. 37. Bryan Dalton, Director of Training JOB READINESS TRAINING @bryankdalton
  38. 38. Objectives • Describe the importance of Job Readiness Training (JRT) • Explain how JRT pertains to those seeking employment • Explore how JRT can contribute to self-sufficiency and quality of life • Provide an overview of JRT as it pertains to our agency • Share some JRT outcomes
  39. 39. Why the Need for Job Readiness Training • The job search process has changed • Accessing opportunities require technology • Everyone can benefit from learning about technology • JRT provides seniors with information contributing to: • Employment • Retention • Self-sufficiency • Quality of life
  40. 40. Job Readiness Training for Job Seekers Developing an Effective Job Search Plan Resume and Cover Letter Development Preparing for the Interview Mock Interviews How to Effectively Complete an Online Job Application Introduction to Social Media Providing Exceptional Customer Service Harmony in the Workplace Making a Great Impression on the Job Job Readiness Training was named most promising practice by the Department of Labor
  41. 41. Developing an Effective Job Search Plan Networking Elevator Speech Basic Resume Occupation Goal
  42. 42. Resume and Cover Letter Development Computer Eye Human Eye • • • • • Research Key words Targeted Accomplishments Not dated
  43. 43. Preparing for the Interview Prepare for all types of interviews
  44. 44. Mock Interviews
  45. 45. How to Effectively Complete an Online Job App • Understanding the how and why • The must haves before starting • Helpful computer skills to use • General tips and cautions
  46. 46. Introduction to Social Media • What is it • How people are using it socially • How it find a job using it
  47. 47. Providing Exceptional Customer Service • External Customer Service • Internal Customer Service • Best practices and how to deal with difficult customers
  48. 48. Harmony in the Workplace • Benefits of harmony • Methods to promote harmony • Stress management • Time management • Working in cross-generational teams
  49. 49. Making a Great Impression on the Job • Workplace communication etiquette pertaining to verbal, written and nonverbal communications • Adherence to job description and to company policies and procedures • Work habit and attitude tips
  50. 50. For Self-Sufficiency and Quality of Life • Access to technology • Learning about available resources and how to find them • Exposure to eLearning (genealogy, scrap booking, etc.) • Practice communication and interpersonal skills • Class gatherings and interactions • Social Media: Virtual Communities
  51. 51. Activity from: Developing an Effective Job Search Plan NETWORKING
  52. 52. Within the Context of National Able • Geographic and rural outreach • Budget cuts • Blended training • Live Virtual • Classroom • Self Guided
  53. 53. Special Considerations in the Virtual World
  54. 54. Some Outcomes Attendance Pilot Year Customer Satisfaction Remote Year Two Classroom
  55. 55. A short video produced and edited by Jenna Holzberg SUCCESS STORY
  56. 56. Jenna Holzberg, Illinois Senior Services Program Manager SENIOR AMBASSADOR PROGRAM
  57. 57. Workforce Development & the Mature Worker Workforce Development Program Model: • Job Readiness Training • Skills Training • On-the-job Training • Client Services Assist in finding one’s path to employment
  58. 58. Workforce Development & the Mature Worker Senior Community Service Employment Program • Also known as SCSEP or the Title V Program National Able Network has been funded to administer the SCSEP Program for over 30 years, during this time the program has gone through different changes.
  59. 59. Workforce Development & the Mature Worker • In pursuit of other program options…. The Retirement Research Foundation & Seniors Having Information For Tomorrow (SHIFT)
  60. 60. Seniors Having Information For Tomorrow Is a workforce development program for mature workers which provides clients: Job Readiness Training Workshops Supportive Services Job Search Assistance Client Services Job Placement Assistance
  61. 61. Seniors Having Information For Tomorrow Year One Selfsufficiency (program year 2011) Year Two (program year 2012) Enteredemployment
  62. 62. Seniors Having Information For Tomorrow Year Three (program year 2013) Entered-employment and employment retention Pilot Program: Senior Ambassadors
  63. 63. Senior Ambassadors What is a Senior Ambassador? How does this fit into a workforce program for mature workers?
  64. 64. Senior Ambassadors Interested in creating other learning and training opportunities for program clients outside of the traditional workforce development program model
  65. 65. Senior Ambassadors The concept of “Senior Ambassadors” came out of our direct client service experience in the Job Readiness Training.
  66. 66. Senior Ambassadors Definition: Senior Ambassadors are advocates and educators. They are trained and educated about different social issues that are relevant to peers in their communities. Mission: To provide clear, straight-forward information about these social issues, share resources and facilitate referrals to community based (partner) organizations.
  67. 67. Discussion What are the other things that we can identify that are issues relevant to seniors that can be incorporated into this Senior Ambassador model?
  68. 68. Senior Ambassador Training Objective Understanding the Affordable Care Act
  69. 69. Training of Senior Ambassadors How were the Ambassadors identified? • Current SHIFT Program clients • Relevant IEP goals
  70. 70. Training of Senior Ambassadors • Training and education of program staff on the Affordable Care Act. • Identify information relevant for Ambassador outreach activities. “The Culture of Coverage” Introduce a new health culture to Illinoisans who have traditionally been excluded from coverage.
  71. 71. Training Material • Online tutorials from the Assistor Training • Center for Medicare & Medicaid Services • www.illinoishealthmatters.org http://marketplace.cms.gov/exploreresearch/talking-about-themarketplace.pdf http://visualizingreform.illinoishealthmatters.org/uninsured#39, 95|-86,01|7|-1|4|Gender
  72. 72. Training Material – Online Resources
  73. 73. Training Material – Online Resources
  74. 74. Training Material Tablet Computers • Exposes Ambassadors to new technology • Additional tools and resources in outreach efforts.
  75. 75. Practice Sessions • Created a list of “talking points” • Mock interactions, discussion & presentations • Mini-presentations at Able program orientations • Regular Ambassador meetings • Identify areas where they may need clarification on information • Discuss challenges
  76. 76. Tracking Success of Senior Ambassadors Ambassador outreach efforts contextualized within a structured and defined Affordable Care Act enrollment project. • Center for Economic Progress • In-Person Navigator Grant • National Able Network’s Call Center
  77. 77. Tracking Success of Senior Ambassadors Senior Ambassador Outreach Able Call Center In-Person Navigator Ability to track Ambassador referrals from initial point of contact through registration with Center for Economic Progress
  78. 78. Senior Ambassadors Skills Developed, Lessons Learned & Outcomes
  79. 79. Skills Developed How does this translate into marketable skills for one’s job search? Communication Public Speaking Networking Skills transferable to the professional fields of: Sales Customer service Social service case management Community outreach Training and education
  80. 80. Skills Developed
  81. 81. Lessons Learned • Challenges with rollout of www.healthcare.gov • Negative responses • Pushback Shared teaching and learning moments for the Senior Ambassadors
  82. 82. Lesson Learned Unexpected interest and enthusiasm from program clients What will be our next Senior Ambassador project? • Medicaid/Medicare • Health and Wellness • Volunteerism • Identity Theft/Scams • Elder Abuse Awareness
  83. 83. Outcomes
  84. 84. Questions?
  85. 85. Conclusion and final thoughts • Mature workers are staying in the workforce longer • Lack of senior-friendly, workforce development programs • Meeting the needs of a growing mature population requires a comprehensive integrated service approach
  86. 86. Stay tuned and check us out @ www.nationalable.org

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