how iajvs + 3 jvs agencies + numerous banks and financial institutions + the u.s. department of...
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How IAJVS +3 JVS Agencies + Numerous Banks and Financial Institutions + The U.S. Department of Labor + a Private Family Foundation + A Variety of Governmental Departments and Service Agencies = 1 Really Cool Public/Private/FBO/CBO Collaboration That Truly Changes The Lives of People With Disabilities
JVS-Metro West, JVS-Los Angeles, JVS-San Francisco
Grant Overview, IAJVS
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Grant Overview
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Financial Careers Pathways
oNational initiative
oCooperative, multi-site program
oServices provided at JVS Los Angeles, JVS MetroWest, and JVS San Francisco
o30-month program
o$1 million in federal funding
oFunded through the President’s High Growth Initiative
Grant Overview
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Program Highlights
•Serve individuals with disabilities • Key source of new workers
• Network experience with population
•Focus on financial services industry • Identified as high-growth industry
Grant Overview
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Program Goals
•Engage financial services industry• Build capacity to attract qualified workers with disabilities
• Identify career ladders and retention strategies
•Serve 174 workers• 114 entry-level job seekers with disabilities
• 60 incumbent workers seeking career advancement
•Create replicable materials and tools• Program models (curriculum, partnership MOUs)
• Replicability toolkit
Curriculum Development, JVS Metro-West
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Program Eligibility
18 years of age
Have a disability
Pass criminal background check
Have high school diploma or GED
Skill levels—9th grade reading; 7th grade math
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Developing a Curriculum
Meetings with Banking Partners to decide on priorities
Discussions with program partners—MetroWest, LA, San Francisco to review our existing materials
Review of LA BankWorksTM
Review of JVS MetroWest Learning SolutionsTM Customer Service CD-ROM Program
Attendance at pre-employment training course of bank partner to determine what additional materials were necessary to
include
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Customized Curriculum—Elements We Included
ABCs of the Corporate Workplace
Banking 101
Customer Service and Sales
Money Handling
Business English
Business Math
Computer Basics
Career Development and Job Search Skills
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Banking 101—content topics
Introduction to Bank Services
Federal Reserve System and How Banks Work
Federal Regulations
Checking Accounts for the Consumer
Check Negotiability and Handling
Security/ Loss Prevention
Savings Account and Interest Rates
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Customer Service Skills—content topics
Introduction to the Service Industry
Rules of the Workplace
Communication Skills
Attitude, appearance and work ethic
Working with dissatisfied customers
Problem solving and critical thinking
Cultural awareness
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Money Handling
Counting Cash
Counting Coin
Making Change
Deposits
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Business English
Business English
Business grammar
Email mechanics
Letter formats
Employment correspondence
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Business Math
Basic arithmetic
Using a calculator
Rounding, estimation, decimals, percentages
Calculating interest
Reconciling statements
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Computer Basics
Keyboarding
Opening and closing windows
Creating and editing documents
Working with files and folders
Using the Internet
Filling out online applications
Test-taking online
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Career Development and Job Search Skills
Resume preparation
Interviewing skills
Interviewing skills application, critique and follow up
Career research
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Curriculum EnhancementsWorking with Financial Service Employers
Curriculum design
Classroom presentations
Mock interviews
Field visits
Application Assistance
President New Jersey Bankers Association, John McWeeney, visits our class
New Jersey Commissioner of Banking, Steven Goldman, learns about Customer Service
Building Collaboration, JVS Los Angeles
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Grant Overview
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Collaborate, Collaborate, Collaborate
•Much of JVS Los Angeles’ success with the BankWorksTM program can be attributed to meaningful partnerships with:
• A champion from within the banking industry
• JVS Los Angeles Board Members
• A consortium of seven banks
• An atypical community organization collaborator
Grant Overview
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He’s our Champion
•Mr. Les Biller
• Long-time association with JVS in Los Angeles and, previously, Minneapolis
• Sherri and Les Biller Family Foundation
• Committed to serving the underserved in the Los Angeles community
• Former Chief Operating Officer of Wells Fargo Bank
• Strong connections and influence, at high levels, within the banking industry
• Could not be more engaged in program development, sourcing of funding, program delivery and assessment of outcomes
Grant Overview
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Hey, they’re our champions, too!
•Three JVS Los Angeles Board Members sit in high-level executive positions at three different banks. Through their actions, they fomented support from within the fortress’ walls:
• Conceptual support
• Navigation of the political landscape
• Financial support
• Operational support
• Visibility within their organizations
Grant Overview
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Our Seven Bank Partners
• Wells Fargo Bank (Embedded Board Member)
• City National Bank (Embedded Board Member)
• Pacific Western Bank (Embedded Board Member)
• Union Bank of California (On-going financial supporter of JVSLA’s WoMentoring program)
• Bank of America (On-going financial supporter of the agency)
• Washington Mutual (WAMU) (Recent supporter of JVSLA’s First Chance program)
• US Bank (New supporter of JVSLA)
Grant Overview
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We Kept Them Busy
•Assessed where the job needs were the greatest (Result: the position of teller)
•Identified the skills and other requirements of the teller position
•Contributed to the development of our curriculum and training materials
•Specified minimum requirements of teller candidate viability (i.e., reading, math, criminal background, etc.)
•Provided in-class guest speakers and tours of bank branches/stores/centers
Grant Overview
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We Kept Them Busy (cont’d)
•Prepared participants by conducting mock interviews
•Interviewed each and every graduate at culminating job fair
•Tracked candidates through recruitment and hiring processes
•Met quarterly to provide feedback to foster continuous improvement
Grant Overview
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As If That Weren’t Enough…
•Mr. Luis Rodas, Recruiter, City National Bank
•Conducted a bank-wide clothing drive to provide our participants with apparel appropriate for interviews and to wear on the job
Grant Overview
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An Atypical Community Organization Collaboration
•It’s Not What You Know…
•Mr. Steve Sugerman, a JVSLA Board Member…
•…also sits on the Board of Directors of The Friends of EXPO Center…
•…which is the swim stadium from the 1932 Olympic Games…
•…that, with a multi-million dollar grant from a private foundation…
Grant Overview
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An Atypical Community Organization Collaboration (cont’d)
•… was refurbished and repurposed into a gorgeous but underutilized community center…
•…operated by the City of Los Angeles Department of Recreation and Parks…
•… in urgent need of divergent programming that would extend the Center’s appeal to the surrounding community…
•…such as…
•…JVSLA’s BankWorksTM program!
Grant Overview
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A Central Location
Grant Overview
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A Beautiful Building
Grant Overview
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An Historic Site
Grant Overview
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A Public Swim Center…
Grant Overview
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…and Recreational Facility
Grant Overview
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•And Now…
Grant Overview
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…A Center for Learning and Careers in Banking
Incumbent Workers, JVS San Francisco
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Financial STAR Program(Strategic Advancement & Retention)
Incumbent Teller Training Program
In Partnership with Wells Fargo BankSan Francisco, California
May – August 2008
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Why JVS-SF and Wells Fargo?
• Long Standing Relationship
• Wells Fargo employees on the JVS-SF board and Committees
• Sponsor at JVS-SF’s Strictly Business Annual Event
• Financial contributor to JVS-SF Community Projects
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Defining The Challenges
•Tellers/bankers have very high turnover
25%-30% of new hire tellers/bankers turnover in first 4 months of employment
•Tellers/bankers have few career development resources
Tellers/bankers don’t have a clear idea of how to get promoted and what career options are available within their bank
Tellers/bankers don’t have a person to talk for career advice
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The Goal
• To increase job skills and job satisfaction and ultimately retain tellers.
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Collaboration What does each party bring to the project?
• JVS San Francisco
• Experience developing and delivering Legal STAR career advancement program for incumbent entry-level law firm employees
• Experience in career development and soft-skills training
• Wells Fargo
• Lots of tellers… Lots of turnover
• Well established in-house training for sales and customer service
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Program DesignQuestions and Options
Many meetings held to discuss various options:• Objectives?
• Increase level of support to employees• Articulate and communicate career paths• Job skills training
• Target Audience?• New-hires (<4 months tenure)• Lead Tellers – tellers with about 1 year of tenure and having been
identified by the bank for retention and career development
• Program models?• Classroom-based training• Management trainees mentoring new hires
• Scheduling?• All-day• Two-hour workshops
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Program DesignThe Winding Road…
• Many months and several iterations
• New hire focus with mentors
• New hire focus without mentors
• Lead teller focus – twice weekly 2-hour workshops for 13 weeks
• Etc.
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Financial STAR Program
• Ultimately the program was developed for Lead Tellers because Wells Fargo decided that this was a highly underserved group that had good retention and career development potential.
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Financial STAR Program
• Classes held twice a month
• 7 classes from 9:00AM – 5:00PM
• Trainees are on paid release time
• Site:
• One class held at JVS-SF
• 6 classes held at Wells Fargo Training Center
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Financial STAR Program – Curriculum
JVS San Francisco Business Communication 16 Hours Soft Skills Development 16 Hours Career Management 12 Hours Wells Fargo Wells Fargo Specific Topics: 12 Hours Customer Service Sales Wells Fargo Careers Wells Fargo Guest Speakers 4 Hours
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Financial STAR ProgramCareer Management Curriculum
•Highlights
•Interests, Skills and Talents
•Preferred work environments
•Values clarification
•Informational interviewing and networking
•Goal setting & decision making
•Working through barriers
•Exploring options: Wells Fargo organizational information
•Anticipated Outcomes
•Self-Assessment of personal workplace strengths
•Understanding Wells Fargo career paths and options
•Knowledge of skills needed to achieve those options
•A sense of confidence in communicating goals and plans
•A career plan with clearly delineated action steps
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Financial STAR ProgramBusiness Communications Curriculum
•Highlights
•Accepting assignments and responding to requests
•Talking positively during difficult interactions
•Communicating effectively with your supervisor
•How to accept & give constructive criticism to improve performance
•Customer service friendly conversation starters
•Anticipated Outcomes
•Understanding nonverbal communication
•Enhanced skills in listening, and paraphrasing.
•Improved communication with supervisors & co-workers
•Awareness of how active listening streamlines one’s job
•Using customer-friendly language to expedite resolution of issues
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Financial STAR ProgramSoft Skills Curriculum
•Highlights
•Effective work practices
•Four basic working styles
•Improving rapport by closing the gap
•Know your hot spots
•Self-esteem and assertiveness
•Handling change
•On-the-job resilience
•Time management
•Anticipated Outcomes
•Building a tool box of life and workplace coping mechanisms
•Improving rapport with others through awareness of working styles
•Understanding the importance of interpersonal effectiveness in the context of effective work and career building
•Diffusing situations through awareness, communication skills, and problem solving
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Financial STAR ProgramWells Fargo Curriculum
•Highlights
•Mission, values, culture
•Customer relationships
•Customer service and cross-selling
•Leaders of service
•Exploring options within Wells Fargo
•The teller roadmap
•Advancement: Service Manager Positions
•Anticipated Outcomes
•A greater understanding of the company, its mission & values
•Increased customer service and sales techniques
•Improved job skills
•Ability to self-assess and monitor individual progress with the Bank
•A heightened understanding of the skills needed for advancement
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Financial STAR ProgramThe First Cohort
• Program launched on May 6, 2008 !!!• Participants chosen by branch managers
based on job performance and employee interest.
• 21 Wells Fargo Lead Tellers participating• 13 Female, 8 Male• 21 Different San Francisco Area branches
represented• Wells Fargo Trainer rose through company
from teller position
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Financial STAR ProgramFollow-up
• Initial follow-up activities will be conducted through 2008 to measure retention and advancement among program participants
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In Review – Building on Partnership: JVS-SF & Wells Fargo• Long Standing Relationship
• Wells Fargo employees on the JVS-SF board and Committees• Sponsor at JVS-SF’s Strictly Business Annual Event• Financial contributor to JVS-SF Community Projects
• Taking it to the Next Level – 2006• JVS-SF Board President is Wells Fargo Executive VP • President champions STAR program at Wells Fargo• JVS-SF and Wells Fargo collaborate on Financial STAR proposal
• Getting Ready – 2007• Final STAR program curriculum development begins• Training registration starts at Wells Fargo branches
• Program Launch - 2008• Financial STAR program launched on May 6
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What We’ve Learned –Biggest Challenges
• Gaining District-Wide Management Support & Participation • Both branch and district management buy-in needed.
Enrollment delays at some branches delayed start date
• Curricula Design• Time intensive process to clarify target audience and
format of training
• Employee Release Time• Finding an acceptable level for branches that was also
sufficient for training
• Establishing the Program Schedule • Maneuvering around logistical and time commitment
conflicts, e.g. frequent 2-hour classes vs. fewer all-day classes
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What We’ve Learned –Keys to Success
• Strong Partnership
• Long standing relationship
• Each bringing respective strengths
• Patience
• Flexibility
• Final program looked very different from initial iterations
An Amazing Success Story, Courtesy of JVS Los Angeles
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Grant Overview
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•Questions?
Grant Overview
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Contact us!
JVS Metro-West
• Nancy T. Fisher, Assistant Executive Director, Education and Training
• 973-674-6330, ext. 284
JVS Los Angeles
• Jay Soloway, Director of Career Services
323-761-8888, ext. 8878
• JVS San Francisco
• Emylene Aspilla, Director of Client Services
• 415-782-6269
Thankyou!