Who Is Your Customer

Evidence Based Supported Employment for Individuals with Mental Illness:Marketing/Job Development/Business RelationsJuly 11, 2008 Howard GreenMeka McNeal

Who Is Your CustomerClients

Taxpayers

Employers

Community Programs

DUAL CUSTOMERSPEOPLE WITH DISABILITIESAssist people with disabilities to gain access to work opportunities!

BUSINESSESAssist businesses with recruiting, hiring & retaining people with disabilities in employment!

COMMON LANGUAGE DUAL CUSTOMER- This reflects a customer service strategy that recognizes both the clients and businesses as customers of the agency.CAREER VS JOB This reflects the quality of employment. (employment should not be done at the end of the plan)

COMMON LANGUAGEBUSINESS DEVELOPMENT VS JOB PLACEMENT! - Traditionally Community Rehabilitation Agencies have worked at job placement which is defined as a single job instead of a more systematic approach of building relation with many businesses which can result in many job opportunities.Manpowers reverse funnel approach!!

COMMON LANGUAGE BUSINESS VS EMPLOYER Businesses are more than just an employer! There are many areas which Community Rehabilitation Programs can have an impact on the bottom line for businesses!

COMMON LANGUAGE DESIGNATED POINT OF CONTACT!Term chosen by businesses to define their preference of connecting with a designated person instead of multiple contacts

CONSUMER EXPECTATIONSCOMMUNITY REHABILITATION PROGRAMS TO HAVE KNOWLEDGE OF EMPLOYMENT INFORMATION THAT IS USEFUL FOR VOCATIONAL & CAREER COUNSELING WHICH ASSIST THE CLIENT TO BE MARKETABLE WITH BUSINESS!Labor market demandsCareer opportunities & upward mobilityInformation about workplace to help with job choice

CONSUMERS EXPECTATIONSKNOWLEDGE OF BUSINESS COMMUNITY!DEVELOPMENT OF SKILL SET REQUIRED BY BUSINESSESRELATIONSHIPS WITH BUSINESSES

ISSUES TO CONSIDER: *HIGH PERCENTAGE OF PEOPLE WITH DISABILITIES UNEMPLOYED- 60%-70%!*BUSINESSES REPORT THEY HAVE A HARD TIME FINDING REHABILITATION PROGRAMS!*BUSINESSES HAVE NEEDS WHICH CAN BE FILLED BY WORKERS WITH DISABILITIES AND OTHER SERVICES!

ISSUES TO CONSIDER!!*BUSINESSES STILL HAVE LOTS OF FEARS AND MYTHS REGARDING PEOPLE WITH DISABILITIES!*BUSINESSES DONT UNDERSTAND OUR LANGAUAGE/JARGON!REHABILITATION DOES NOT UNDERSTAND THE BUSINESS CULTURE!REHABILITATION APPEARS TO LACK A SENSE OF URGENCY!

ISSUES TO CONSIDER!!*BUSINESSES FACING A PROBLEM WITH FINDING WORKERS!! (FUTURE LABOR SHORTAGE)*BUSINESSES NEED TO HIRE A DIVERSE WORKFORCE!*BUSINESSES WANT TO LEARN ABOUT DISABILITY AND BE MORE INVOLVED!

DOING BUSINESS OLD WAY*ONE PERSON ONE JOB!

*CHARITY NICE/RIGHT THING TO DO!

*LOW EXPECTATIONS OF PEOPLE WITH DISABILITIES AND REHABILTATION!NEGATIVE MARKETING

DOING BUSINESS NEW WAY*MARKETING/BUSINESS DEVELOPMENT & RELATIONS (SEE THE EMPLOYER AS A CUSTOMER)!*IDENTIFY BUSINESS NEEDS AND LEARN THEIR CULTURE!*IMPLEMENT A STRATEGY TO MEET BUSINESS NEEDS! *MAINTAIN NETWORKS WITH BUSINESS

ORGANIZATION MARKETING *BUILD NETWORKS & PARTNERSHIPS WITH BUSINESSES!*CONCENTRATE ON BUSINESS KNOWING YOU AND YOUR ORGANIZATION!*PRIMARY OBJECTIVE IS TO EXPAND AND MAINTAIN NETWORKS!

JOB DEVELOPMENT*IDENTIFY JOB LEADS FOR A CLIENTS!*CREATE RESUMES, COVER LETTERS & APPLICATIONS!*PRIMARY OBJECTIVE OF JOB DEVELOPMNENT IS JOB OF CHOICE!

MARKETING*AN ACTIVITY THAT SATISFIES THE NEEDS AND WANTS OF CUSTOMERS THROUGH AN EXCHANGE PROCESS!!!*BASIC TO PROCESS- EACH PARTY RECEIVES A VALUED GOOD OR SERVICE!

GOALS OF MARKETING*EXPANSION OF NETWORKS!

*CUSTOMER SATISFACTION!!

KEY TO MARKETING SUCCESS*BETTER SERVICES FOR EMPLOYMENT EQUALS BETTER SERVICES FOR PEOPLE WITH DISABILITIES!*IT IS ALL ABOUT RELATIONSHIPS, RELATIONSHIPS, RELATIONSHIPS, AND MORE RELATIONSHIPS!!!!!

REMEMBER!!!!!!!*YOUR GOAL IS TO FIND OUT INFORMATION IN ORDER TO HELP THE BUSINESS WITH THEIR BOTTOM LINES---THERE ARE OFTEN MORE THAN ONE BOTTOM LINE!

MARKETING CONCEPTS*CUSTOMER SATISFACTION IS THE KEY TO MARKETING SUCCESS AND SUSTAINED LONG TERM GROWTH BECAUSE CUSTOMERS VOTE WITH THEIR BUSINESS!

ACTIVITY ----WHO ARE YOU?????????*In order to market your organization & its services you need to know your features and benefits. With these in mind, write a description of who you are that can be used for marketing your organization. Fifty words or less!!

NEW APPROACH*MOVE FROM A SOCIAL WORK SALESPERSON TO A VISIONARY LEADER AND SUPPORTIVE COUNSELOR/COORDINATOR OF BUSINESS SERIVCES!*WE GO FROM AN APPLY FOR AN OPENING APPROACH TOCREATING NEW OPPORTUNITIES!!

Exercise Frank is 27 year old. He has been diagnosed with schizophrenia since the age of 15. He had reported to his teacher that he was communicating with aliens. He has been hospitalized repeatedly for bizarre behavior. He lives at home with his mother & father who are retired. They report he has always been different & he began acting crazy as a teen. Frank looks the part. He is wild eyed and cares little about his appearance. He has poor conversation skills and short attention span as well as refused to shower for days. Two weeks ago there was an incident in which Frank raced out of his house in his underwear carrying a sign that read The end of the world is near!

Questions for ExerciseWhat is your impression of Frank?Is this the kind of person you would like to work with?As an Employment Specialist or Rehabilitation Counselor what do you think Franks chances are of holding a job?

The Point!1. How we talk about a person determines our approach to them 2. It influences other peoples perception about the person.3. It influences expectations and speaks to the persons ability(ies)4. Case records little use in employment efforts

STEPS TO ADDING VALUE TO BUSINESSDIALOGUE (Networking & Talking)QUALITY OF SERVICESFRIENDSHIP & TRUSTRELATIONSHIPVALUE

What does Business Say?

Booz Allen Hamilton

Walgreens

Cincinnati Childrens Hospital

Question 1What is the best way to approach or connect?

Understand my business & realize that an employers primary focus is on cost efficiencies & increased productivity. So, when talking to me about hiring people with disabilities focus on their abilities and not disabilities. Nothing turns me off more that hearing we have a great person with a disability.Meg OConnell BAH

We appreciate partners who connect with a local manager and then ask for the contacts of other nearby hiring managers. Make an appointment and talk to the manager directly.Deb Russell Walgreens

Never make a cold call!Always have your ducks in a row with a clear purpose in mind.If possible, present the employer with a proposal and always consider presenting your programs vs a person. Erin Riehle Childrens Hospital

Question 2 What are 3 key things you expect from a service provider?

I think there is only one thing - Become my business partner!. This means understanding my business and being a valued resource! Be creative about ways to assist an employer in getting things done. If the employer is not hiring then offer other things such as training. The jobs will come if you can demonstrate you know my business.Meg OConnell BAH

A PARTNERSHIP! (an entity who is willing to learn our needs and look at creative solutions to meet those needs. Agencies who cant listen but only give a standard pitch are a challenge for us. Agencies should believe clients can do the work. Agencies ability to train & support the candidate & be responsive on providing follow up and retention services

Deb Russell Walgreens

Providers should know about accommodations and adaptations. Also, have expertise in orienting people with disabilities; Have expertise in educating existing business staff about how to work with people with disabilities.

Erin Riehle Childrens Hospital

Question 3Is it important for the service provider to know your needs

Yes - the best way to do this is obvious (ask). I have been in meetings where the service provider wants to tell me what they do instead of asking me what I need. Also, be flexible and adaptive to changing business/economic environments. Meg OConnell BAH

Of course it is important! This can be accomplished by talking with our personnel. Also, the providers can experience the work environment so they are able to offer creative solutions.

Deb Russell Walgreens

Act like a business! Approach us like a business Partner with us in determining our needs Consider our open positions before you approach us with an applicant!


Question 4What advice would you give to programs seeking to assist people with disabilities with employment?

Be sure the candidates are prepared with high quality resumes and good interviewing skills.Meg OConnell BAH

We need help of those who can connect with candidates. It is important that candidates show up for interviews and the programs secure a good pool of candidates.Deb Russell Walgreens

Focus on job opportunities and requirements first.

Not on getting a poor person with disability a job!


Question 5 What are some ways the providers can market or present job coaching to an employer?

An e-mail link to the service provider site with a brief video ( 2 minutes) describing a successful candidate, their company and interactions with a job coach.Meg OConnell BAH

Explain what their agency allows job coaches to do and not do! Do not over promise! Dont commit a job coach for first day on the job if you cant deliver. Deb Russell Walgreens

Be an adjunct to the orientation process already provided by the employer!!Erin Riehle Childrens Hospital

Getting To Know Yourself In Job DevelopmentMeka McNeal

How Do You Feel About Job Development

How comfortable are you with doing job development?What types of job development activities are you most comfortable with?What do you feel is your biggest job development strength?What do you feel is your biggest weakness?Do you feel like you are a sales person?Do you feel like employers listen to you?

Job DevelopmentTips To Employment Specialists

Build rapport with employers.

Identify employer needs.

Be mindful of employers time.

Be mindful of feedback (verbal, non-verbal)

Action

More Tips To Employment Specialists Know what consumers want.

Know who you are job developing for.

Take consumers out for job development activities from time to time.

Explorer the community.

Know what barriers are in place.

Job DevelopmentTips To Supervisors

Tag along with the Employment Specialists (ES)

Pair ES together for job development from time to time.

Identify all job lead resources with ES.

Consider non-traditional resources.

Disclosure Plan

What are the risks of disclosing a disability to an employer?

What are the benefits of disclosing a disability to an employer?

Disclosure Plan

When can/should disclosure take place?

Who is the consumer comfortable with disclosing to?

Disclosure Plan

How much or what will the consumer disclose?

Will the consumer verbally disclose or will the employment specialist?

Disclosure Plan

What language or words is the consumer comfortable with using/hearing?

How will the employment specialist and consumer proceed with job development?

Non-Disclosure and the EmployerVisit businesses that consumers have expressed an interest in. (Do not identify yourself)

Explorer what natural supports prospective employers offer.

Meet consumers regularly away from the work-site. Help consumers develop questions as necessary.

JOB DEVELOPMENTMETHODS

HANDLING OBJECTIONS

TIPS

PROSPECTING AND TARGETING BUSINESSESSET AN OBJECTIVE & MAKE IT A PRIORITY TO PROSPECT AT LEAST ONCE A WEEK FOR NEW BUSINESSES.PROSPECT FOR A FIRST STEP TO GET BUSINESS CONTACTS OR DO IT FOR INCREASING YOUR BUSINESS CONNECTIONS.

Prospecting and TargetingMake a list of potential business you feel would be good partners.Identify businesses by size and industry.Develop a system to collect data & maintain the files.Prioritize the list A immediate contactB soon as you finish the immediateC as soon as possible

Connecting with Business what to do?Understand the cost issues- liability, accommodation, productivity, and co-workers. Demonstrate your valueViewing the Business as the CustomerRelationships-Relationships!Identify Needs!

- GAINING INFORMATION TO UNDERSTAND THE BUSINESS NEEDS!*RESEARCH!*INTERNET*CHAMBERS*SHRM*BUSINESS JOURNALS*LIBRARY*NEWSPAPERS (local community)*STAFFING AGENCIES ( Manpower)

Questions To Identify and Ask Businesses General information on company (names of contacts, location, number of employees) Mission of businessLength of time operatingExpectation for growthNeeds of business and specific items (culture) unique to the business

More question for Business Experience with working with people with disabilities.A Diversity PlanTraining Needs Others?????????????

Evidence Based Practice Idea!Homework

Homework

Homework

(Get the Consumer Involved Quickly- Use the Job Seeking Skills Workbook for Assistance with Homework)!

On- line ApplicationsIdentify the Application Process

Take Resume to the Business and Give to the Manager or Appropriate!

Skills for Job Development Know the consumer

Know yourself and your organization

Know the Business Community

HANDLING EMPLOYERS QUESTIONSWill these people harm my other employees?Who did you say you were with?I am not sure the person would fit in here!I am not sure there is anything here they can do!I cant afford extra supervision for these people!

QUESTIONSI dont know how to train them!I have a concern that they will send a bad or wrong image to our customers!The pace here is quick and I am concerned they cant keep up!What if they get hurt on the job?I am concerned they will not show up!It is not safe here!

RESPONDING TO CONCERNS*Respond to sincere objections!*Dont answer too quickly!*Dont over answer the concern!*Never doubt your answer but never lie!*Always indicate that you understand!*Move directly to propose solution!

MOST COMMON MISTAKES*Sell Disability!*Start with tax incentives!*Promise too much!*Approach employers at wrong time!*Didnt do research and identify needs*Couldnt handle objections

MISTAKES*Wasnt persistent enough!*Didnt build trust!*Didnt convey the value!*Under sold the agency!*Lacked confidence and excitement!

YOUR ROLE!!!!- Keeping the Business Connection!*ADD TO THE WELL BEING OF THE BUSINESS!*HELP EMPLOYERS TO MAKE GOOD DECISIONS!*BE A CONSULTANT!*DELIVER QUALITY SERVICES!*MAINTAIN LONG-TERM QUALITY CUSTOMER DRIVEN RELATIONSHIPS!

Keeping the Business ConnectionGood Honest CommunicationsRespond to Request QuicklyGive Something ExtraDont Over CommitBe Consistent & TimelyBe PREPAREDMaintain a Positive Image & Dress for the OccasionGet Feedback

ACTIVITYGreen Gliders Inc: ( Job development with no opening activity)

TIPS TO EXPAND YOUR BUSINESS DEVELOPMENTTAKE TOURS ( Consider things like accessibility, questions, responses and follow-up)Provide reasons why business should work with you (VR)We are here to learn about your business.We respond quickly.We want to match your jobs with quality workers.We want to help you retain good workers. We have satisfied customers all over the community.

TIPS FOR BUSINESS DEVELOPMENTEXPLORE THE HIDDEN JOB MARKET( 80 % of all jobs found here)You need continual contact (most of the time the business will not seek you out) - more time with employers usually mean more jobs!

TIPS FOR BUSINESS DEVELOPMENTREVIEW ADVERTISEMENTS FOR NEW FRANCHISES AND ONE EXPANDING. ( Early bird gets the worm)GET YOUR JOB CANDIDATES INVOLVED. (Keep them motivated and interested by getting them involved)

TIPSESTABLISH A REFERRAL NETWORK (Use the BNI approach)ENSURE YOUR SERVICES ARE SIMPLE, CLEAR, AND MAKE SENSE TO BUSINESS. ( Show how your services are benefits to business)DEVELOP INFORMATIONAL SESSIONS ON IDEAS OF WORKING WITH CANDIDATES WITH DISABILITIES. ( 0ne hour seminar or speak at a local club meeting)

TIPSDEVELOP A LIST OF BUSINESSES WHO HAVE WORKED WITH YOU (show your track record)STAY THE COURSE. (people dont say yes before they trust you)ALWAYS ASK FOR THE BUSINESS. (offer to work together- submit a proposal)

REDUCE THE RISK IN THE MINDS OF THE BUSINESS ( use the testimonials)

TIPSBE YOURSELF ( SINCERITY, INTEGRITY AND CONFIDENCE) Dont doubt your candidates abilities and concentrate on the business needs. Without confidence it is hard to get businesses to trust you!!!!!!

TIPSNEW IS A PLUS! ( when looking for new businesses look for ones you know nothing about) FOUR BENEFITS BUSINESS LOOK FOR! ( MAKES OR SAVES MONEY, SAVES TIME, EASY TO USE, AND SAFE)

TIPSHANDLING OBJECTIONS!ACTIVITY BIG KENS PUB & GRUB!

ROADBLOCKSGATEKEEPERS

VOICE MAIL

HUMAN RESOURCES

ADA

GATEKEEPERSSHOW RESPECT TO THE PERSONSHOW CONFIDENCE IN YOUR MESSAGE AND YOURSELFCREATE AN ATMOSPHERE THAT MAKES YOUR SITUATION UNIQUEDROP A NAME OF SOMEONE CLOSE TO THE PERSON

VOICE MAILUSE YOUR VOICE MAIL AS A TOOL.YOUR MESSAGE SHOULD BE DELIVERED WITH PASSION AND ENTHUSIASM!REMEMBER YOU ARE CREATING A LASTING IMPRESSION!

HUMAN RESOURCESMOST OF THE TIME THEY HAVE A LOT OF INFLUENCE BUT LIMITED AUTHORITY.THEY SEEM TO ALWAYS WANT MORE.UNDERSTAND THEY CAN HELP BUT SOMETIMES BE A HINDRANCE.BUILD A RELATIONSHIP WITH SEVERAL REPRESENTATIVES IN HR.JOIN SHRM!

FIVE PS OF NETWORKING*PREPARE*PROACTIVE*PARTICIPATE*PERSISTANCE*PRIORITY

PREPARE!*Research the business community.*Schedule business interviews.*Maintain business files.*Prepare attractive materials pertinent to business.

PROACTIVE*Seek out businesses-Identify needs.*Educate businesses on your value.*Provide quality services.*Seek feedback from businesses.

PARTICIPATE*Get involved with business*Join business groups (SHRM, Chambers)*Join committees.*Speak at events.*Host meetings.

PERSISTANCE*Be patient- Dont expect success overnight.*Find alternative ways to educate.*Understand that business people are busy.*Ask for business participation.

PRIORITY*See the employer as the customer.*Make sure you always look to help the business with their bottom line.Commitment to spend time necessary to build partnerships.

QUOTE FROM A BUSINESS PARTNERLOOK TO HELP OUR BOTTOM LINE. CAN YOU FOCUS ON OUR SALES AND OUR EXPENSES, WILL YOU HELP US INCREASE THE FORMER AND DECREASE THE LATTER?

CVS Pharmacy representative

CUSTOMER SATISFACTIONIIT DOESNT MATTER HOW WELL WE THINK WE ARE DOING, BUT IT REALLY MATTERS AS TO HOW WELL THE CUSTOMER THINKS WE ARE DOING!!!!

SUCCESSFUL RELATIONSMARKETING IS BUILT ON CUSTOMER SATISFACTION!!

MAKING BUSINESS CONNECTIONS & DEVELOPING BUSINESS RELATIONSHIPS WILL BUILD CUSTOMER LOYALITY!!!

Web Site Resources!VCU-RRTC- www.worksupport.comSHRM www.shrm.orgUS BLN www.usbln.comJob Accommodation Network www.jan.wvu.edu

Disability Business Technical Assistance Center (DBTAC) Mid-Atlantic www.adata.org U.S. Chamber of Commerce www.uschamber/cwp.com

*I ASKED SEVERAL OF MY BUSINESS FRIENDS SOME QUESTION REGARIDNG CONNECTING WITH BUSINESS SO I WANT TO SHARE WITH YOU WHAT THEY SAID. ********************I asked a another question which dealt with follow-up and all of the employer representatives agreed this was very very important. Things change quickly and often businesses lack the necessary accommodation strategies. Also, this help to create and maintain business partnerships

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Who Is Your Customer