1. Buffalo Job-Training Needs Assessment
Evergreen Association
Bryan Reilly, Katie Diebold, Josh McLain
Spring 2015

2. Need
At EvergreenAgency,manyclientshave expressedaneedforbetterjobtrainingservicesinthe
Buffaloarea. It seemedthatEvergreenclientswere notappropriatelyservedatthe level theyneeded.
Basedon this expressedneed,we triedto gauge whatkindsof servicesare reallyoutthere,andhow
accessible those servicesare.Beforelookingatcreatinga new programwithinthe EvergreenAgency,we
studiedwhatiscurrentlyavailableregardingjobtrainingservicesinBuffalo. Findingouthow ourclients
feel abouttheirjobstatus,howtheywouldlike tochange theirjobstatus,andhow theythinktheyneed
helpwill be acrucial componentinmovingforwardwithchange.
Research Question
Ultimately,researchingthe need canbe done inside andoutside of thisagency.Asstated
already,a handful of clientshave expressed aneedformore jobtrainings.Still,thisisnotenoughto
begincreatinga job-trainingprogram.Before this canbe done,itiscrucial to researchthe resources
that alreadyexist,andgetmore informationfromclientsatEvergreenontheirexperiences.Thistaskis
to be takenon by the Masters of Social Work (MSW) student,BryanReillyfromthe UniversityatBuffalo.
In doingthisresearch,the MSW studenthopestofindif there isa needfora job-training
program inBuffalo.Itisimportantto do this,in orderto avoidduplicationof servicesinthe Buffaloarea.
Is there a legitimateneedforsuchservicesinBuffalo?If there are alreadyservicesthatcanserve the
clientsatEvergreen, thenwhyare the clientsnotaccessingthem?Lastly,doenoughclientsneedjob
trainingservices tobuildaprogram,or is the sample of Evergreenclientsthatexpressedthe needthe
onlypopulationatEvergreenwiththatneed?These are the objectivesthe MSWstudentsoughtto find
out. Inthe end,the MSW studenthopestoanswerthese questions.
Methods
The team of researchersinvolvedinthisprocessare asfollows. The MSWstudent(BryanReilly)
will be responsibleforcreatingquestionnaires,researchingdifferentjobtrainingcenters,and
composingthe final reportonresearchfindings.The MSW studentisthe main researcherresponsible
for mostof this report.Servingassupportandsupervision forthe MSWstudent,the Directorof
CommunityAccessServicesJoshMcLainand Directorof Care CoordinationatEvergreen Association
Katie Dieboldassistedinthe research.JoshandKatie were able toensure thatthe entire processwas
relevantandsignificanttothe goal of the research.
The methodsinwhichthe MSW studentcomposedthe researchwere depended onthe
resourcesavailable. InlookingatdifferentprogramsinBuffalo:researchonline,phone calls,andsite
visitswere all incorporatedinthe processof conductingthe research. Connectingwithother
professionals atEvergreen washelpful inworkingwithclientsof Evergreen.Workingwithother

3. professionals atEvergreenallowedustogeta broad spectrumof clientstofollow throughwithour
focusgroups and individualinterviews.
Researchonline wasconductedtofindwhatresourcesare availablerightnow forthe entire
Buffalocommunity.Some of the job-trainingsiteswerevisitedbythe MSWstudent,andotherswere
researchedonlinethroughthe variousagencieswebsites.Lookingatthe entire scope of job-training
resourcesandtheiravailability toEvergreenresourcesisimportantinensuring there isnoduplicationof
job-trainingservices.
Afterconductingthe researchof whatservicesare inBuffalo,itistime tolookat Evergreen
clientsthemselves. Itwasimportanttobe able to heardirectlyfromthe clientshow theyfeel aboutjob
trainingservicesinBuffalo. The MSWstudentusedtwoformsof reachingoutto the clients:individual
interviewsandfocusgroups.
A total of fourindividualinterviewswere conductedinordertounderstand how the individual
clientsfeltregardingemploymentopportunitiesandtrainingsinBuffalo.Inthese interviews, the MSW
studentwas lookingfora private andpersonal perspectivewhere the clientknew theywere able to
share what theyfeltwithoutinfluence fromothers.Thisunique andpersonalperspective provided
honestanswersregardinghowthe clientsfeel aboutjobtrainingsinBuffalo.
The focus groupsthat were conductedfosteredanenvironmentwherecertaingroupswithin
Evergreenhad the abilitytocollaborate.The facilitateddiscussionrevolvedaroundwhatkindsof
experiencesclientshave hadregardingjobtrainingservices.Thisdiscussionprovidesthe clientswithan
opportunitytoshare theirthoughts onhow preparingfora job can be easierinBuffalo.Thisgivesthe
clientsanopportunitytobe authenticintheirownthoughts,butalsobuildoff of eachother'sthoughts
as well.Inthese groups, the objective wasessentiallytolook forcollectivethoughtsfromEvergreen
clients.
Afterreachingoutto several departmentsatEvergreen, the researchteamreached three
differentdepartmentsforafocusgroup. These three groupsincluded:SyringeExchange Program,Life
ChangesProgram,andthe WellnessCenter.Eachof these programs works withclientsof variousages
and backgrounds.These focusgroupsaveragedabout45 minuteseach.Manyof the groupmembers
provideddetailedexperiencesfrompast,present,andintentionsforfuture employment.Group
membersalsosharedpersonal opinionsregardingtheirexperiences:whetherthe experiences were
positive ornegative.
Incentives
One of the methodsinencouraging clientsatEvergreentobe a part of the conversation wasthe
incentives offered.The incentivesforthe focusgroupsincluded snacksanddrinks.Forthe individual
interviews,the MSWstudent offeredone five-dollargiftcardfor eachindividualthatparticipated. These
incentiveswere fundedbyCommunityAccessServices.

4. Limitations
One limitationthatcanbe noted isthe sample of clientsthatwere interviewedforthisresearch.
Ideally,the studywouldhave gatheredinformationfromclientsspreadthroughoutthe entire Evergreen
Association.Althoughthe WellnessCentergroupwasrandomas to whochose to attendthat focus
group,the othertwo focusgroups participants were contacted,and specifically askedtoparticipate in
the research.Thistakesaway fromthe randomizationof the focusgroupsample.
Questions
In preparingforthe focusgroupsand individualinterviews,the researchteamdevisedasetof
research questions.Althoughsimilar,the questionsforthe focusgroups are tailoreddifferentlythanthe
questionsforthe individualinterviews.The questionsare relatedtoeachother,so that the same
themeswere presentedtoall of the clientswe spoke to.
Individual InterviewQuestions:
1) What has beenyourexperience applyingforjobsinthe past?
2) Are you employednow?If so,wouldyouliketochange youremploymentstatus?
3) What have you noticedtobe some keychallengesinfindinganew job?
4) What have you noticedtobe strengthsthathelpedyouinreceivingajob?
5) Have youusedservicesata job-trainingproviderbefore?If so,whatwasyourexperience
like?If not,whatpreventedyoufromreceivingthe servicesatthe job-trainingprogram?
6) What do youthinkare some componentsof successful jobtrainingproviders?
7) Are you interestedinjobtraining,andwhatspecificallyare youinterestedwithinthatjob
training?
Focus GroupQuestions:
1) What has your work experience in the past like?
2) Are you interested in changing your current employment status now?
3) What needs to happen to help you change your employment status?
4) What are some barriers or strengths that contribute to your success at different
providers?
5) What was the outcome of involvement that you had with job training providers?
6) What are some components of a successful job training center?
Additional Comments?

5. Data
Amongthe differentgroups,andall of the individualsatEvergreen, amultitude of information
was gathered.Althoughthere were noticeable differencesbetweeneachgroup andeachindividual,
there were a few commonthemesthatstoodbetweenall of the people thatwe interviewed. These
themesincluded:transportation,computerskills,professionalism, confidence,andtransparencywith
newapplicants.
ComputerResearch:
At the beginningstagesof the research,itwasimportanttohave an understandingof what
servicesare inBuffaloforjobtrainings. Afterconductingresearchonall of the available programs,the
MSW studentcompiled all the informationfound. Below isacompilationof the servicesfoundthrough
thisresearch:
BuffaloEmploymentServices:
Agency/
Location
Target
Clientele/
Eligibility
ServicesProvided/
Process
Duration
of
Services
Cost (if
any)
Inclusivi
ty of all
populati
ons?
Service
Gaps
One Stop-
Erie
Community
College,
North
Educated,
temporaril
y out of
work
Career Planning--Civil Service
Examination Test Guides--
Education and Training--Job
Search Assistance--Services to
Job Seekers--Military
Transition--other workshops
Until after
individual
is
employed
None No No
availability
for
uneducated
populations
One-Stop,
Buffalo
Minorities
and urban
population
BETC Workshops--Career
Planning; Civil Service
Examination Test Guides--
Education and Training--Job
Search Assistance--Services to
Job Seekers--Military
Transition
Until after
individual
is
employed
None Yes Not as
friendly and
welcoming
atmosphere
Journeys
End
Refugees Searching for a job--Filling out
employment paperwork--
Education on US work culture
and rules--Ongoing
employment support
Until after
the
individual
is
employed
None No This
organization
provides
services
exclusively to
Refugees
Internationa
l Institute of
Buffalo
Refugees Enrollment in English classes--
Health screenings--Workplace
orientation, stressing:
Workplace English; Common
employment;policies and
procedures--American culture--
Employment skills assessment-
-Orientation to the
transportation system--Linking
children to schools or daycare--
Citizenship classes
Until after
the
individual
is
employed
None No Onlyclients
that are
refugees
from
another
countrycan
participate
inthese
programs

6. JerichoRoad Refugees Financial counseling--
homebuyereducation--
medical internship
program
Until
individual
isready
for
employme
nt
Takes
govern
ment
and
private
insuran
ce
No No specific
program for
job
employmen
t
Catholic
Charities
Younger
people
 Tomorrow's YouthToday
 Project Jump Start
 WAGEES
 Cheektowaga Y.E.S. (Youth
EngagedIn Service) Program
 Catholic Charities Service Corps
Until after
individual
is
employed
Depends
on
specific
program,
or
income/i
nsurance
of client
Yes Case
management
is offeredfor a
more
individual
approach
Jewish
Family
Services
People
within
theirfirst
fewyears
inthe U.S.
Develop a personal
employment plan--providejob
skills training and coaching--
assist with job search and
placement--assist with
employment advancement
Once
financial
stabilityis
reached
Unkno
wn
No Specificto
refugees
and
immigrants
with
disabilities
Lakeshore
Behavioral
Health
People
recovering
from a
mental
illnessor
substance
abuse
problem
 Resume building/writing
 Jobcoaching(on-the-job
training)
 Vocational case management
 SupportedEmployment
Until after
clientis
employed
None No Services are
offered
specificallyto
those with
mental illness
or substance
abuse problem
Access-VR People with
disabilities,
physical or
mental
 Vocational rehab
 Independent livingprograms
 Assist in findingemployment
When
individual
enters and
maintains
competitive
employment
for 90 days
None No This is an
extension of
other training
programs, such
as one-stop
Transportation:
Transportation presented itself asaconcern specificallywithin the LifeChangesgroupandthe
individualinterviews.Some of the peopleinthe individual interviews expressedaneedtobe able to
reach the jobinterview easily.One individual inaninterviewpointedoutthatthe locationof a job
dictateswhetherornotthat individualwillseekemploymentthere.The transportationlimitations
create a boundaryaroundthe jobsthat are too far off the NFTA route,makingthemalmostimpossible
for some clientsatEvergreen seekemployment at.
The Life Changesgroupwas the groupthat identifiedthe mostchallengeswithtransportation.
One clientstatedthathisinterestinemploymentatDarienLake theme parkhas beenhaltedsimply
because he hasno way to getto DarienLake on a regularbasis.Mostof the Life changesgroupagreed

7. that thisproblemhashadan impacton determiningwhatjobsare considered.Transportationhasbeen
identifiedas abarrierto employmentof the clientswe spoke toduringthisresearch.
ComputerSkills:
Everygroup of clientsthatwe spoke with identifiedchallengesincomputerskillswiththe
exceptionof Life Changesgroup. Everyothergroupidentifiedaninterestinmore computerskill
building. Inthe WellnessCenterfocusgroup,manyof the clientsagreedthatformanyjobstheyare
interestedin,computerskillsare needed.The WellnessCenterfocusgroupexpressedthatthiswouldbe
somethingtheycouldbenefitfrom.
Havingcomputerskillsimpactsyourabilitytobuildaresume,andresume buildingis something
that clientsexpressedaneedfor.Some clientsdonothave a resume,andthose thathave a resume,do
not have one that isup to date.Several of the individual clientsandgroupmembersstatedtheyneed
helptocreate or update theirresumestoensure theyare professionalanderrorfree.
Professionalism:
One strongtheme wasprofessionalism.Whenaskedwhatasuccessful job-trainingcenteris
made of,most clients statedthatprofessionalismtechniqueswouldbe partof that.What clientsmeant
by “professionalismtechniques”,isthatthe clientsare unsure asto how to act during certainsituations
inthe workplace. Manyof the people we spoke to have beenoutof the workforce forseveral years,and
have grownout of touch withthe appropriate mannerismsnecessarytomake apositive firstimpression
on employers. Forexample:knowinghow manypersonal detailstogive whenansweringaquestion
duringan interview.
Anotheraspectof professionalismthatthe clientsexpressedaninterestin,ishow tostay
professionalindifficultsituations.Inanindividual interview,one clientstatedthatduringaprevious
customerservice jobata fastfoodchain,a customerbecame verballyaggressive.Thisexperience taught
the clienthowto remainprofessional andrespectfultothe customerinthat difficultsituation. During
the interview,thisindividual statedthatif she hadknownhow tokeepcalmand professionalinthis
situationbefore ithappened,she couldhave benefittedfromthat knowledge.Learninghow tostay
professionalincertainsituationsof conflict iskeyinnotjustreceivingajob,butkeepingajob.
Confidence:
Withskillstobe more professional,comes confidence toperformbetteronthe job.Inevery
focusgroup exceptSyringe Exchange,aneedto buildconfidence hasbeenexpressed.Severalindividuals
inthe WellnessCentergroup statedthatthe worstpart of an interview isthe time beforethe interview
inanticipation.Itisimportanttomany of the clientsatEvergreenthattheyare able to buildontheir
confidence skillsandturnthe anticipatorynervesintoanticipatoryconfidence.Simple tricksand
techniquesare whatthe clientsatEvergreenare lookingforinbuildingtheirconfidence. Thistricksand
techniquesmightinclude gettingagoodnightof sleepthe daybefore anintervieworleavingforthe
interview intime toarrive 15 minutesearly.

8. In an individual interview,one clientemphasizedthe benefitof knowingthere are no
boundariestoyourcapabilities. Thisclientstatedshe enjoyedthe jobsthatfeltboundary-less.She
describedthislike anenvironmentthathadno creative constrictionsorlimitations. Havingthatkindof
environmentbuiltherconfidenceinherownabilitiesforfuture employments.
Transparency with New Applicants:
In a varietyof differentways,transparencywasraisedasa concern. Inthe Life Changesfocus
group,some of the clientsstatedthatwhengoingtoa job fair,itis helpful whentheyare able tomeet
directlywith the supervisoratthat time. Life Changesexplainedthathavingaconversationwiththe
supervisoronthe spotgivesapplicantsthe opportunitytomake apositive firstimpressionfromthe
start. It alsogivesthe applicantanopportunitytounderstandthe supervisor more accuratelybefore
goingintoan interview.The transparencyof bringinginasupervisortothe jobfaircan helpbothparties
inthe hiringprocess.
In an individual interview,one clientstatedthatat hiscurrentjob,he feelsuncomfortable
communicatingwithhissupervisors. He feelshissupervisorsare notalwaysdirectwithhim, andthe
clientfeelsuneasyaboutthis. Accordingtomanyof the clientsinterviewed, transparencyiscrucial from
the beginningof the applicationprocess,tothe endof employment. Thisissomethingthatthe clients
seemedtoexperienceasa barrierwithpastand current employments,which theyhopedwouldchange
inthe future.
Group Differences:
It isimportantto note the differencesinhow the Life Changesgroupexpressed somewhat
differentneedsthanthe othergroups. Itcan alsobe notedthat the Life Changesgroupon average had
memberssignificantlyyoungerthanthe average age of the other groups. Aside fromthe age difference
inthe Life Changesgroup;all otherparticipantswere approximatelybetweenthe agesof fortyandsixty.
Clientsof manydifferentracesparticipated.The graphbelow betterexplains whateachgroup
expressedthe mostneedin:
THEME -----> TRANSPORTATION COMPUTER
SKILLS
PROFESSIONALISM CONFIDENCE TRANSPARENCY OF
WITH WORKERS
WELLNESS
CENTER FOCUS
GROUP
x x x
LIFE CHANGES
FOCUSGROUP
x x x x
SYRINGE
EXCHANGE
FOCUSGROUP
x x
INDIVIDUAL
INTERVIEWS
x x x x x

9. Recommendations
Basedon all of the informationgathered,itisimportanttodraw a conclusionfromwhatthe
clientsatEvergreenhave shared,andwhat the researchhas shown.The clientshave stated many
differentopinions,andthe researchhasshownthatmanydifferentresourcesare available. Basedon
whatthis researchtellsus, the clientsare still notreceivingthe assistance theyneedtocontinue inthe
jobmarket.All of these messagesbecame clearwhenconductingthisresearch,now it istime tosortit
out.
Many of the Evergreenclients needsare includedinthe datasectionof thisassessment. Itis
withthese needs thataprogram can be createdat EvergreenAssociation.Withminimal funding,the
appropriate amountof clientparticipation,andcurrentresearchbehindit,a job-trainingprogramis
possible.
Since many long-termjob-trainingsalreadyexistinthe Buffaloarea,along-termjob-training
program mightnotbe necessary. If the clientsatEvergreenare alreadynotusingthe long-termservices
currentlyavailable,long-termjob-trainingservicesmightnotbe the solution. Itisalsoimportanttonote
that manyof the clientsinthe researchdidnot specifically expressaneedforlong-termjob-training
services.Whatmightbe mostfeasible isaprogramthat isshort term, and specifictowhatthe clients
expressasa need.
The clientsdidaddress a needforsome job-trainingservices that(basedonthe research) many
do notexistinBuffalo.These needsinclude confidence building,professionalismbuilding, computer
skills, andcommunicationwithemployers.The datashowsthatthese are the needsclientsatEvergreen
expressthe most,andare not offeredatotherproviders.
ClientsatEvergreen still have needsthatare notmetin trainingatother providers.Basedon
thisresearch,a short-termprogramcan meetthose needs,and discontinuepastthe amountof time
clientswill use it. A short-term(perhapsannual)program caninvolve necessarytrainings,andalso
include long-termindividual jobcounseling thatwill stay withclientspastthe pointof hiring.This
counselingwill helpthe client’s stayemployedandworkthroughwhateverpersonal challengestheyare
facingafterthe pointof hiring.