Vocational Trainee -- Customer Service Experience Program - Next Chapter

Vocational Trainee-Customer Service Experience Program - Next Chapter

Shift: Monday-Friday, 12pm-4:30pm

 

Learning Objectives & Competencies To Be Gained:

1. Develop professional and empathetic communication skills

• Maintain a professional work environment
• Gain confidence in communicating challenges and ideas to co-workers, supervisors and managers
• Learn and practice proper phone etiquette
• Learn multitasking skills by managing phones calls, responding to questions and/or comments from visitors, staff, or clients, and balancing miscellaneous projects
• Create support to individuals with responses to various questions and/or direct them towards the best person who can provide a response.
•  Address the needs of people we serve in an effective and compassionate manner.
• Gain tools to provide conflict resolution to individuals.
• Gain tools to remain calm and respond during a “crisis” (a situation is escalating; a person is upset or there is a medical emergency etc.).
• Communicate tardiness and absences in a timely manner by calling the front desk and direct supervisor

2. Gain Computer and office organizational skills

• Gain software skills by getting familiar with Microsoft Office, and utilizing the functions of computers to be proficient in typing, email, attaching documents, flyers, miscellaneous signs, etc.
• Uphold the staff library for books to support staff with additional information to provide individuals with resources.
• Create and manage bulletins to provide information for individuals

3. Maintain sense of safety for one’s self and others

• Communicate safety concerns regarding others present and around building.
• Learn the importance of HIPAA standards/confidentiality/dual relationships/boundaries/trauma informed care.
• Communicate needs and/or complaints to immediate supervisor should any medications be found, slips, trips, falls, or sticks

4. Care for practical needs of our program

• Address priorities vs. later tasks regarding the front desk and administrative office
• Build organizational skills with tasks of filing, collating, projects with faxing, scanning, loading paper, replacing toner, making copies/projects for meeting, classes or groups, and troubleshooting when the printers are malfunctioning, etc.
• Gain confidence with mail handling through interoffice or regular U.S. postal mail, as well as maintaining staff mailboxes.
• Articulate structure to down time with additional program projects.
• Conduct miscellaneous tasks, when needed

 

Skills required for this position consist of: The ability to occasionally lift up to 50 pounds. Ability to maintain a friendly and professional demeanor. Ensure HIPPA confidentiality standards. Willingness to learn.

Timeline to Complete program

· Training: 4-6 months

· Proficient: 5-7 months

· Completion of vocational employment: 8-10 months