1. An overview

2.  Help unemployed and underemployed find and maintain sustainable income  Teach participants the skills to succeed in customer service careers  Place the participants that finish the program in positions with one of our valued business partners

3. 1) Goodwill 2) Metropolitan Community College 3) Referral Agencies Dept. of Health and Human Services Tri-County Workforce Investment Board 4) Business Partners Aflac BlueCross BlueShield Mutual of Omaha First National Bank

4.  Oversight of program  Management of staff, materials, and budget  Report to Department of Labor quarterly  Selection of participants  Case management services, from application to employment  On-the-Job Training Agreements

5.  Create and teach curriculum  Classroom and office space  Provide instructors  Review classes and schedules  Monitor students in class and provide data on attendance, participation, and mastery of curriculum

6. Upon successful completion of all 6 classes (24.5 transferable credit hours), students are awarded the Customer Service Specialist Diploma by the Community College. INFO 1001 Information Systems & Literacy This course introduces the student to information systems and information literacy concepts. The student learns computer file management, using a word processor, building basic slide presentations, and using electronic mail. INFO 1010 Customer Service Skills This course is designed to provide an in-depth look at the soft skills and self-management skills people need to provide effective customer service and support in all business environments. INFO 1008 Business Office Communications This course explores the use of technology in today's business environment. The student practices effective telephone skills as well as written business communications.

7. WORK 1400 Employability Skills This course allows students to enhance their interpersonal skills, ability to work in teams, and use problem solving techniques. Job seeking, interviewing, cover letters, and resumes are covered. BSAD 1000 Introduction to Business A survey of the structure and functions of the American business system is provided, together with an overview of business organization, finance, and the interdependence of business and consumer relations. WORK 1420 Interpersonal Communication in the Workplace The purpose of this course is to introduce the student to theories of communication between two people, in a variety of contexts and situations. This knowledge will be used to improve student's day-to-day communication skills.

8.  Refer potential participants  Provide supportive services to selected participants as leveraged resources  Assist in assessing their readiness for training

9.  Assist in defining program strategy, setting goals, identifying necessary skills for industries  Interview graduates of the program  When appropriate, hire program graduates  Enter into on-the-job-training agreements graduate must pass interview and business assessments Hire graduate at same wage as any employee in similar position Goodwill reimburses up to 50% of wages during training not to exceed $2,500/participant

10.  Completed online survey of business needs used to select courses and curriculum for the training program.  Summary of survey results:

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