Badges for Job Retention, Continuous Learning

• Agencies of State Government Economic Development

Workforce Development, Tourism, MERICSocial Services, Children’s ServicesGovernor’s Office, Office of Administration

• Customer-Centric Businesses• Community Colleges (Ozarks Technical and St. Louis)• NGOs and Faith-Based Organizations

Missouri Customer Service Partnership

• Missouri is known for its great customer service Economic development

• The state’s employers have access to a capable entry-level customer service workforce

Business development • Youth leaving foster care in the state launch promising

careers, starting with customer serviceHuman capital development

Our Goals

• Job openings are plentiful• Entry-level available to those with high school diploma• Skills required are the same in demand for all sectors

CommunicationActive listeningTeamwork, collaborationCritical thinking Ethics, social responsibilityEmpathy

(See document, Customer Service Experience Builds a Foundation....)

Why Customer Service?

• Risks can be minimized• Career-orientation on part of the young people• Preparation for work aligned with employer demand• Businesses committed to employee learning and

development• Continuous learning after employment starts

Career-Launching Job or a Dead-End?

• 10-week course delivered by community colleges• Focus on key areas identified by employers

PersonalityWork habits and interpersonal skillsCultural fit

• CertificationsNational Career Readiness Certification Plus (ACT)Customer Service Professional (Nat’l Retail Fed.)Microsoft Digital Certification

Preparation for Work

Ameren (Energy)Brown Shoe Co. (Famous Footwear)DoubleTree by Hilton HotelsEnterprise Rent-a-CarLowe’s Home ImprovementPanera BreadRib Crib BBQ & Grill TeleTech (Telecommunications)The Home DepotWalgreen Co.

Sample of Employers Engaged to Date

• Targeted employers have learning / advancement programs

• State sponsors mentor and career coach services (through faith-based orgs and community colleges)

• “Career Launch Community” over 12 monthsRegular get-togethers for peer support /learningSocial media connectionsBadges!

Continuous Learning

• Reward job retention and continuous learning among youth who completed training and started work

• 12 badges, can be completed within 12 months• Highest-level badge for those who earn 7 out of 12• Program to begin December 2014• Additional details being worked out with employers and

youth, October - November

Missouri Customer Service Badges

• Successfully completed training• Landed a job • Makes a commitment to 12-month participation

Badge 1: Career Launch Community Member

• Complete four modules under each topic areaCommunicationsEnthusiasm and AttitudeTeamworkNetworkingProblem-Solving and Critical ThinkingProfessionalism

• Prepare a reflective piece about experience with this topic at work (journal, role play, video, poem, drawing)

Badges 2 – 7:“Skills to Pay the Bills,” ODEP’s Curriculum

• Curriculum now being identified and / or developedSocial MediaSmart Money (Financial Literacy)Higher Education (Enroll, complete college course)Pay It Forward (Develop, deliver lesson to younger

cohort of students)

Badges 8-11: Skills for Self-Reliance

• Still employed 12 months after starting the program• Completed at least six additional badges• Has next-steps plan, developed with supervisor or coach• May focus on increasing work responsibility / promotion

or a combo of work and college• Also receives certificate of recognition signed by

Governor

Badge 12 Ties It Together: Missouri Customer Service Partner

• Employer and Youth Focus Groups in October and early November

• Do we have the right badges?• Establish different levels of badge achievement?• Cash rewards: $20 per badge, more if wait to earn several

badges before cashing out?• Celebrate accomplishments via social media, more? • Value among participating employers?

Details Now Under Discussion

• Number / percentage of youth completing training, finding work, entering Career Launch Community

• Number / percentage of those in the program who earn Badge 12: Missouri Customer Service Partner

• Satisfaction of the youth, measured through a survey• Satisfaction of the employers, measured through a survey• Satisfaction of other community participants

Outcome Measures

Badges for Job Retention, Continuous Learning