2. Missouri Customer Service Partnership
• Agencies of State Government
Economic Development
Workforce Development, Tourism, MERIC
Social Services, Children’s Services
Governor’s Office, Office of Administration
• Customer-Centric Businesses
• Community Colleges (Ozarks Technical and St. Louis)
• NGOs and Faith-Based Organizations
3. • 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 service
Human capital development
Our Goals
4. Why Customer Service?
• Job openings are plentiful
• Entry-level available to those with high school diploma
• Skills required are the same in demand for all sectors
Communication
Active listening
Teamwork, collaboration
Critical thinking
Ethics, social responsibility
Empathy
(See document, Customer Service Experience Builds a Foundation....)
5. Career-Launching Job or a Dead-End?
• 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
6. Preparation for Work
• 10-week course delivered by community colleges
• Focus on key areas identified by employers
Personality
Work habits and interpersonal skills
Cultural fit
• Certifications
National Career Readiness Certification Plus (ACT)
Customer Service Professional (Nat’l Retail Fed.)
Microsoft Digital Certification
7. Sample of Employers Engaged to Date
Ameren (Energy)
Brown Shoe Co. (Famous Footwear)
DoubleTree by Hilton Hotels
Enterprise Rent-a-Car
Lowe’s Home Improvement
Panera Bread
Rib Crib BBQ & Grill
TeleTech (Telecommunications)
The Home Depot
Walgreen Co.
8. Continuous Learning
• 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 months
Regular get-togethers for peer support /learning
Social media connections
Badges!
9. Missouri Customer Service Badges
• 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
10. Badge 1:
Career Launch Community Member
• Successfully completed training
• Landed a job
• Makes a commitment to 12-month participation
11. Badges 2 – 7:
“Skills to Pay the Bills,” ODEP’s Curriculum
• Complete four modules under each topic area
Communications
Enthusiasm and Attitude
Teamwork
Networking
Problem-Solving and Critical Thinking
Professionalism
• Prepare a reflective piece about experience with this
topic at work (journal, role play, video, poem, drawing)
12. Badges 8-11: Skills for Self-Reliance
• Curriculum now being identified and / or developed
Social Media
Smart Money (Financial Literacy)
Higher Education (Enroll, complete college course)
Pay It Forward (Develop, deliver lesson to younger
cohort of students)
13. Badge 12 Ties It Together:
Missouri Customer Service Partner
• 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
14. Details Now Under Discussion
• 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?
15. Outcome Measures
• 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
