Sales & Service Training Center Success Goals
2012 Total Operating Budget: $174,000
Sales & Service Training Center In A Nutshell
What
The Sales & Service Training Center exists to identify and maximize each student’s potential for the world of work and economic advancement, helping them gain the professional competencies (“soft” skills) that employers demand, creating a pipeline of employers, and offering continuing education.
Why
Origin: Ginny Bowman, Managing Partner for Northgate Mall, learned of a training program that emphasized customer service aimed at Welfare to Work adults. The concept was that adult students would learn skills valued by retail, which would provide them a flexible work environment and an opportunity for rapid advancement (if they were reliable, had good “people” skills and “took” to retail). Ms. Bowman’s effort gained the support of the following Durham Partners: Durham Technical Community College; the Employment Security Commission (JobLink); Durham Economic and Workforce Development Board; Department of Social Services, and the Durham Chamber of Commerce. SSTC received two demonstration grants (2004-2005) from the Department of Commerce to train 50 unemployed adults.
Evolution: SSTC observed that the “soft skills” successful retailers cultivated were applicable to all customer-facing positions, which gave these skills and attitudes broader application then just retail. Changes in the way Durham Workforce Development Board contracted for adult training services presented the organization with a challenge and SSTC turned its training expertise from unemployed adults to at-risk youth, although it continued its relationship with Vocational Rehabilitation Services. Another “turning point” came when SSTC was awarded a Golden LEAF Foundation grant in 2008. This grant allowed the organization to create its Web-based curriculum, although the organization continues to use classroom exercises. SSTC’s work readiness curriculum was used by seven youth organizations in seven Tier 1 counties in Eastern North Carolina. Tier I counties are the poorest counties in North Carolina.
Sales & Service Training Center's Program
Career Readiness & Professional Development learning program or LEAP2:
Our curriculum focuses on two components—career readiness and professional development. We provide a safe learning environment, coaching and mentoring for youth and adult students to enable them to gain the knowledge, skills, and attitudes that employers demand. One of the tools we use is our own 30-hour Web-based curriculum with classroom exercises that ends with the student being able to earn a national industry certification in customer service through the National Retail Federation . Other outcomes include - students being better equipped to compete in the world of work and motivated to gain additional vocational training, entering college or the military. Embedded in this curriculum are the “soft” skills that entry level and customer facing employees must possess to meet their customer’s expectations. Most employees have both internal (work colleagues) and external customers. Employers value employees who can manage themselves with both kinds of customers. Employers also demand that employees be reliable, trustworthy, use workplace communication (not street talk or profanity), and have a good attitude. Students from economically disadvantaged families often lack these vital skills and competencies. SSTC addresses this, increasing the student’s chance to gain a foothold and advance in the world of work.
High School Diploma:
Through SSTC’s accredited learning partner, Continental Academy, three students have recently earned their high school diploma. Two more students are almost finished and are experiencing success when other education venues did not work for them.
Pipeline of support services & employers:
By collaborating with mental health services, residential (apartment rental), “work experience” (through the City’s WIA youth program), and other organizations, SSTC has deliberately created a way to address the multiple challenges faced by
Sales & Service Training Center's Team
Staff
Karen Mortimer, M.Ed., PHR - Executive Director
Pamela DeShazo - Business Developer and Placement Specialist
Mark Sproul - Learning Program Specialist and Curriculum Developer
Board of Directors
Jim Bennett, President. Durham REI Store Manager
Ginny Bowman, Immediate Past President. Northgate Mall Managing Partner
Sarah Bickley, Vice President. Communications consultant
Chuck Wilson, Treasurer. Wilson Construction owner
Ric Crews. Regional HR Director for Lowe’s Home Improvement
Queron Smith. City Executive for M&F Bank
Carmen Thompson. Immediate Past Treasurer. Graduate student
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