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

Creating a Transition to Employment Program on a

ShoestringABE Summer Institute –

August 17, 2011

• 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

Agenda

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ESL Customer Service Prep/Office Prep

•Transition to Employment: Improve skills and qualifications for entry level employment

•Combined program of ESL, computerand employment skills for Intermediate ESL students

•Bridge to employment and to further levels of education

• 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

Who We Are

• In 2010-2011, CLUES served about 500 adult ESL students

• Approximately half were intermediate to advanced levels of ESL

Who are our students?

What are their needs?

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Changing Student Body - Changing Needs

2009-2010 Student Ethnicity

96%

1%3%

LatinoAsianBlack/African AmericanWhite

2010-2011 Student Ethnicity

76%

13%

7%

4%

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Changing Situations – Changing Needs

2009-10

2010-11

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Not in Labor ForceUnemployedEmployed

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

Core ESL Program

• Two sites – East St Paul and South Minneapolis

• Quarterly schedule; Year-round classes; Day and Evening Schedules

• Beginning; Intermediate; Advanced ESL

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

What are our Educational Resources?

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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

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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

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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

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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

Bridge to Further Education?

Advanced ESL/

Essential Skills

Certificate

NRFF Customer Service/

Certificate

Hubbs Occupation

al Prep

Hubbs GED Prep

Post –Secondary Education!

Next steps:

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Creating a Bundled Program

Monday Tuesday Wednesday Thursday

12:30-3:00 ESL Class

12:30-3:00 Computer Class

12:30-3:00 ESL Class

12:30-3:00 ESL Class

3:00-5:30 Customer Service/Office Prep

3:00-5:30 Computer Lab

3:00-5:30 Customer Service/Office Prep

3:00-5:30 Computer Lab

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

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Outcome of pilot?

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

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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.

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CURRICULUM

STUDENT LEARNING OUTCOMES

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YOUR TURN

HOW TO ADAPT TO LOCAL SETTING?

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Contact Info:

–Yvonne Lerew - ylerew@clues.org

651-379-4212

–Teresa Ortiz – tortiz@clues.org

651-379-4222