Inland Adult Education Consortiuminlandaebg.org/documents/ICEC-CustomerServiceforAIEC_000.pdf ·...

SanBernardinoCityUnifiedSchoolDistrict

IntrotoCareer&EducationalPlanning– CustomerServiceNationalCertification

LeticiaFelix&LorrieChristie– CTEInstructorsInlandCareerEducationCenter

InlandAdultEducationConsortium

TheConcept

InanticipationofchangescomingourwayfromCDE,WIOA,

WIB,AEBG,andotheragencies,itiswisetobeaheadofthe

gamewhendevelopingnewprogramsforCareerPathwaysand

IntegratedInstruction.Itisalsorecommendedthatall students

begiventheopportunitytoreceivesomekindofindustry

recognizedcertificationuponcompletionofthesenewcourses.

AnticipatedChallenge

Beingawarethatthemajorityofouradultstudentscouldgreatly

benefitfromanIndividualizedLearningPlan toassistinmoving

themforwardontheircareerandeducationalpathways,we

soughtaprogramthatcouldbecomethecoreofILPs forevery

student.Believingthatbyearninganindustrycertification,

studentsconfidenceandpersistencetogoevenfurtherwouldbe

boosted.

TheSolution

Withthesetwoobjectivesinmind,wesetouttocreatea

pilotprogramfocusedoncustomerserviceskills,(becauseas

weallknow,thesespecificskillsarebeneficialinallrealmsof

ourdailylives,beitemployment,education,andevensocial

settings),whileatthesametime,providingthenecessaryILP

informationintheformofvariousworkshopsthatweofferat

InlandCareerEducationCenter.

IntroductiontoEducation&CareerPlanning

Whatisthe“Educational”oracademicrelevanceofthiscourseforall

students?

• Initiatesan“IndividualLearningPlan”ILP

(notIEP “IndividualEducationPlan”)

• AccordingtotheUSDepartmentofLabor,ILPs are appropriatefor

ALLstudents

https://www.dol.gov/odep/ilp/kickstart.htm

WhatexactlyisanILP?So…WhatexactlyisanILP?• AnILPisasetofactivitiesthathelpsyoutakechargeofyourfuture.Itdoesthisbyconnectingwhatyoudoinhighschoolwithyourcollege,jobandcareergoals.Thisway,yougraduatewiththePRACTICALknowledgeandskillsyouneedtobuildthefutureyouwant!

ILPs helpstudents:

https://www.dol.gov/odep/ilp/kickstart.htm*

• Figureoutwhattheirskillsandinterestsare

• Matchtheseskillsandinterestswithcollegemajors,

jobsandcareers

• Setspecificcollege,jobandcareergoals

• Chooseclassesandactivitiesthatwillhelpthem

reachtheirgoals

U.S.Dept.ofLabor*

KS

NRF– NationalRetailFederationMetthecriteriawewerelookingfor• Deliveredshortterm– ourcourseis7weeks

• Costeffective– classroomsetof15booksplusinstructors

manual- $1,152.94(Tax&shippinginc.)

• Accesstoonlinewebsiteforsupportinformationand

detailsregardingtestingprocedures

• Becomeatestfacility$250,includingthetrainingofupto

3proctors

Our7WeekPilotDraftCalendar

PILOT- DRAFTIntroductiontoEducation&CareerPlanningTrimester1:M-W-F10:20am- 12:20am (7weeks,42hours)Week1- Monday9-12-16 Week1- Wednesday9-14-16 Week1- Friday9-16-16 NOTES:Introduction/Overview "Strategies" "MyNextMove"/CareerPlanning101 TeacherexpectedOutcome

Week2- Monday9-19-16 Week2- Wednesday9-21-16 Week2- Friday9-23-16 NOTES:ResumePreparation- 101 WorkshopRECAPDay CustomerService- ComputerSkills TeacherexpectedOutcome

Week3- Monday9-26-16 Week3- Wednesday9-28-16 Week3- Friday9-30-16 NOTES:CustomerService- ComputerSkills InterviewPreparation "TransitiontoSuccess"/CustomerService TeacherexpectedOutcome

"TransitiontoSuccess"Week4- Monday– 10-3-16 Week4- Wednesday- 10-5-16 Week4- Friday- 10-7-16 NOTES:

CareerPathways INTERVIEWS CustomerService- ComputerSkills TeacherexpectedOutcome

Week5- Monday- 10-10-16Week5- Wednesday–

10-12-16 Week5- Friday- 10-14-16 NOTES:NOStudents "BalancedLife" CustomerService/ComputerSkills TeacherexpectedOutcome

Week6- Monday–10-17-16

Week6- Wednesday–10-19-16 Week6- Friday- 10-21-16 NOTES:

CustomerService-ComputerSkills CustomerService* CustomerService/ComputerSkills TeacherexpectedOutcome

Week7- Monday- 10-24-16Week7- Wednesday–

10-26-16 Week7- Friday- 10-28-16 NOTES:CustomerService-Text CustomerService-Text CustomerService- Text TeacherexpectedOutcome

Workshops

SummaryoftheworkshopsthatarepartofourIntroductiontoEducation&CareerPlanningCourse1. “Strategies”– MonicaAvila2. “MyNextMove”&“CareerPlanning-101”– ElisaCruz3. “GenerationalLearningStyles”&“DigitalImmigrantsvsDigital

Natives”– ElisaCruz4. “ResumePrep-101”– ElisaCruz(TransitionCenterStaff)5. “InterviewPrep”-ElisaCruz,EffieJordan,andICECStaff

“MockInterviews”

Workshopscon’t.6.“HigherEd-101”-ElisaCruz

7.“CollegePrep”-RoseLeonBlanco

8.“CareerPathways”-ElisaCruz&LettyFelix

9.“Balanced-Life”-EffieJordan

10.“FinancialLiteracy”-ChristineMaynus

11.“Counseling”-RaulPedraza

ProficientComputerSkills• Computerawareness

– Creatingandmaintainemailaccounts

– Effectiveuseoffree,availableapplicationssuchasGoogle

Docs,MyNextMove.organdDocHub.com

– EfficientuseofMSWORDforbasicformattingskillsaswell

aswrittenassignments

– UseofavailabletemplatesinMSWORD(resume,cover

letter,writtenreport)

CustomerServiceSkills

• Chapter1– Define“Retail”

• Chapter2– IdentifyandProvideQuality“CustomerServiceSkills”

• Chapter5– GettingtheJob

• Work- BasedLearning– StudentFinalProject“InformationalInterviews”

http://www.wblcalifornia.orgLinkfor“EducatingforCareers”ConferencePPWBLasaninstructionalstrategy

WBLCA

WBLINST

StudentsontheFastTrac...?• UsingONLYChapters1&2,thecoreprogramofCustomerServicewiththeNationalRetailFederationcertificationcanbecompletedinaslittleas16*hours!

• Allowingfor12hoursofinclassinstruction• 2Hoursofpretestassessment• 2hoursfortheofficialexam*Studentoutofclassreadingrequired

DualPurpose– DualDelivery

Informationavailableonline• NRF

https://nrf.com/career-center

• SoftSkills- trainingandcertificationforbusinesshttp://www.interactivevt.net/see-it-in-action/

• ContactNRF forsupport• Developanoutlineof

expectedoutcomes• Developareasonabletimeline• Draftasmanysupportpersons

asyoucan– StudentTransitionSpecialist– CareerPathways/Placement

Specialist– Student/Voc.Counselor– Representativesfromyourfeatured

programs

• Setstudentrequirements

CustomerServiceforIndividual LaunchingaPilotCourseforStudents

NRF SoftSkills

WHOSHOULDBECOMECERTIFIED?

“Over110,000studentsacrosstheUnitedStates(includingPuertoRico)arebenefitingfromtheknowledgeandskillsthey’vegainedusingourCustomerServiceandSalescredentials.Manyoftheparticipantsarestudents,jobseekersorcurrentretailemployeeslookingtotakethenextstepintheircareer.Ifyouareinterestedinobtainingorpursuingacareerinretailthatvaluescustomerservice,looknofurther.”

-NationalRetailFederation

TeacherResources

Tointegratecareerawarenessintoyourcurriculum,wesuggest

usingthefollowingguidetohelpyouprepare:

TheCurriculumGuide:IntegratingCareerAwarenessintothe

ABE&ESOLClassroom https://goo.gl/3Y1Eu6 whichisavailable

toyouindigitalformatandprovidesavarietyoflessonplansand

handoutsforyourconvenience.

QUESTIONS?

• Lorrie.Christie@sbcusd.k12.ca.us• Leticia.Felix@sbcusd.k12.ca.us