Career Scoop: Attitude is Everything

Kate Kiefling, Career Solutions Trainer

The orientation for our new Opportunities for Ex-Offenders class series here at Goodwill Career Solutions is titled “Attitude Is Everything.” Many job seekers come to the class with wonderful positive attitudes. They clearly have done some soul searching and take responsibility of their past. They are willing to do whatever it takes to find a better future, including sitting through yet another potentially boring class. They have learned about what kinds of events can trigger destructive thoughts and attitudes. They are leaders willing to help others over some attitude hurdles. They see the big picture and are already on their way to employment success!

Then again, it is heartbreaking when job seekers honestly share opinions about themselves “I have made too many mistakes in life” or “Nobody will hire me because of my criminal record.”

When these kinds of destructive messages play in our heads repeating negative self-images to ourselves over and over again, throughout the day, week, month or year, they sadly may become self-fulfilling prophecies. If these are our thoughts, how likely are we to have a positive attitude toward the job search process?

In the class, we invite job seekers to compose new, positive and hopefully healing self-images for themselves. Some of the most popular ones are:

• Although I am an ex-offender, somebody will hire me!
• I may need to work harder to get a job, but once I get one, I am willing to prove myself!
• I am not my past, I look to the future!
• I have learned from my mistakes.
• I am willing to learn new skills and attitudes.
• I am willing to make a positive change.
• I am worthy of a good job.
• I am able to handle rejection, bounce back, and continue my job search.
• It is their loss. They are missing out on a great worker!

We can sometimes be our own worst enemy. Our thoughts about the world of work, about the job search process and especially about ourselves will have an effect.

Now, can you afford the luxury of a negative thought?

Visit goodwillcareersolutions.org for more information on Goodwill Career Solutions programs.

Career Scoop: Meeting the Digital Demand

Matt Gloster, Senior Director of Career Solutions

Goodwill’s Document Archiving Program was started in response the growing need of businesses to quickly and securely store and retrieve the information in paper documents. The business expense associated with paper documents, both in terms of space and time, has led to a real demand for support services that can safely and securely archive company business information assets.

While technology has advanced, the need for people who possess the skills to do this work has not kept pace.  The basic knowledge and understanding of proper workflow, preparation, and indexing of the documents is essential in today’s workforce.

Goodwill has been helping people by providing relevant and timely job skills training and placement assistance for over 50 years and the addition of the document archiving program is a key step in marrying the business community’s needs with skilled employees.

The Goodwill document archiving program focuses on:

• Overview of document management and workflow
• Confidentiality and security procedures
• Computer software to scan and index
• Document and file preparation
• Creation and printing of barcodes
• Scanning and inspection of images
• Correcting or appending image files
• Repackaging  files and documents

Participants in the document archiving program first learn the basics of document management with an emphasis on document scanning. They also learn best practices that allow for a smooth workflow.

Due to the sensitivity of many documents, our trainees are instructed in confidentiality procedures and sign a confidentiality agreement. Trainees are also instructed on security methods concerning all files.

The training includes use of document imaging software package for scanning and indexing. Trainees learn all facets of the software pertaining to these areas.

One of the most important aspects of the process is document preparation. This responsibility demands attention to detail. All staples and paper clips must be removed to avoid damaging the scanner and expediting the scanning process. Pages are also aligned and participants learn proper indexing and how to create appropriate file organizational structure, which is critical to a quality outcome.  We train participants how to create barcode cover sheets to allow for batch scanning and indexing. Trainees learn the fundamentals of the barcode coversheet program and print unique barcode coversheets for each file.

Trainees learn to scan documents on our high speed scanner. Documents are scanned and thoroughly inspected to ensure discrepancies are noted, reviewed and repaired in a subsequent inspection process. It’s during this process that pages are appended or deleted as necessary.

In the final step, the trainees return the scanned documents to a designated area to await their final disposition.  Trainees are assigned to various areas as needed to ensure that files move in an efficient manner. The trainee learns and executes all facets of the process.

Goodwill’s document archiving program allows the trainees to learn the necessary elements of back file conversions. Computer skills are learned and enhanced. Quality is emphasized in every phase. Trainees work in every station and share the responsibility of completing the task with co-workers in the department.

For more information about our program or information about any of our trainees, visit Goodwill Career Solutions or contact us.

The Latest Career Scoop: Serving up Trained Clients with a Side of Success

Jerry Richardson, Contact Center Lead

Have you ever called the 1-800 number on the back of your debit or credit card?  Or have you ever dialed 611 from your cell phone?  If you have, then you’ve likely spoken to someone working in one of those company’s call centers.  It’s much easier to pick up a phone to call customer service, rather than visit your bank or a retailer for basic information.  It also can be comforting to know that whether early in the morning or late a night, a customer service agent is waiting to help you with any concerns or requests you may have, in some cases 24/7.  It’s convenient.  And that’s why call centers have flourished.

Convenience also brings certain expectations from customers.  Courtesy, easy resolution of issues and ending the phone call feeling that the company is really concerned with our concerns.

Companies go to great lengths researching not only what customers want and need, but also how customers want these needs addressed.  A satisfied customer is a customer who will continue to do business with the company.  So how do you provide world class customer service?  Goodwill!

Goodwill’s Contact Center Training program prepares participants for work in a call center environment with extensive training that focuses on learning to maneuver a computer system in a phone environment, while problem solving and providing the highest level of customer service.  This training program was designed to assist entry level workers gain the knowledge and experience needed to thrive in a call center career path.  Goodwill’s program has a real world element, as trainees spend time discussing communication skills, participating in role playing exercises, observing and discussing live calls, and finally taking live calls in a controlled environment.  There are also a series of knowledge check points throughout the course of this training.  Calls are monitored and graded just like in any typical call center environment.

Our training focuses on preparing workers to meet attendance expectations.  A common goal of many call centers is to make their facility ‘the best place to work’ so a great deal is invested in creating a workplace that is not only successful, but also staffed with the best possible candidates.  Working in a Call Center can offer stability, fulfillment, many rewards, and opportunities for advancement and requires multi-tasking while staying calm and authoritative

Well, our goal is to help those who really want to work in the call center customer service field, are serious about obtaining a job and starting a career in a call center.  Similar to any company’s hiring process, enrolling in Goodwill’s contact center training program is extensive and requires pre-assessment before being considered for class. The pre-assessment includes a typing test, basic computer skills and a series of problem-solving questions. Those who pass the pre-assessment then take part in an interview process before being accepted.

How successful are our graduates?  Luis began Contact Center Training in March of 2011 and in June of 2011 he was hired by a local Call Center as a bilingual customer service representative.  So how do you get started in this exciting, challenging, and rewarding program?  Learn more.

Happy Anniversary to the Donate Movement!

Last June, Goodwill Industries International launched the global initiative to raise awareness about the positive impact of donating to Goodwill Industries®. When you donate to Goodwill, you are not only keeping gently used clothing and household goods out of landfills, but you are supporting vital community programs.

Did you know that more than 85 percent of Goodwill Industries of Middle Tennessee, Inc.’s, revenue is used to provide the free job training and services offered at the company’s 17 Career Solutions Centers? Goodwills in the U.S. and Canada average 84 percent of their revenue being used for the job programs that are offered. In 2010, Goodwill Industries of Middle Tennessee, Inc. served 11,200 clients while 2,915 clients found employment. Goodwill agencies around the world served 2.5 million people, and, at year’s end, they employed more than 97,000 people.

The Donate Movement helped Goodwills throughout the U.S. and Canada attract 20 million more donors in 2010 than in 2009, which means we earned more revenue and were able to serve more people. Goodwill Industries International, and Goodwill Industries of Middle Tennessee, Inc., launched the Donate Movement Web site, which features the Donation Impact Calculator (patent pending), allowing you to see how your donations can fund Goodwill’s services. For example, donating just one coat or jacket provides 11 minutes of career counseling to a Goodwill program participant.

During the past year, Goodwill Industries International partnered with major corporations and partnered with Lorrie Marrero, Certified Professional Organizer® as a spokesperson and ambassador for the Donate Movement. Marrero is creator of The Clutter Diet® and author of the best-selling book by the same name, as well as a contributor to Good Housekeeping.

Four corporate cause-marketing partnerships helped the Donate Movement gain momentum. Goodwill’s first partner, Levi & Strauss, Co., began putting “A Care Tag for Our Planet” in their jeans and other products. The tag instructs people to Wash Less, Wash Cold, Line Dry and Donate to Goodwill. Not only does this raise awareness of corporate social responsibility and Goodwill’s brand, but it also reduces energy consumption and diverts items from landfills.

Other partnerships include:

• Family Circle: Goodwill teamed up with the national magazine to encourage readers to organize “Back to School” donation drives, resulting in approximately 20 million pounds of clothing being diverted from landfills.

• Hanes®: The clothing manufacturer partnered with Goodwill, deeming March national “Clean Out Your Drawers Month.” Celebrities Bethenny Frankel and Michael Moloney provided tips on how to de-clutter and organize for spring. The campaign encouraged people to donate the items they no longer use to Goodwill.

• Planet Green™ — the television network devoted to conscious living – leveraged its multi-media platform, to spread the message about the positive impact donations have for our communities and the environment.

Just as you carefully consider to which organizations you will donate your money, you should also consider which organizations should receive your donated goods. When you donate to Goodwill Industries of Middle Tennessee, Inc., you can be assured that you are making a positive impact on both people and the planet.

How often do you donate to Goodwill, and what is your strategy for deciding what to donate?

Career Scoop: Your Career Connection

Betty Johnson, Vice President of Employment Services

I am excited to announce that for the first time Goodwill is offering an online community space where clients can interact with each other, with counselors and trainers, and learn much more about the job search process.

www.goodwillcareersolutions.org is our new Web site that provides easy access to the 17 Career Solutions centers in Middle and West Tennessee and their respective programs and services. With one click a client can meet the counselor for the center closest to them, access a map, and learn about all of the training and services provided and more.

My Career Connection is a client community that is similar to Facebook. It allows for discussion on topics related to job placement and training services and it has training videos. Since some of our clients may not having access to a computer at home, My Career Connection offers a personal profile space in which clients can save their resumes for their online job application needs. Interacting with My Career Connection also strengthens the skills our clients are learning in our Digital Literacy classes.

The Community Events Calendar offers clients easy access to the latest information on job search and placement events in Middle and West Tennessee.

We intend to keep the content current and fresh with updated success stories, new tips and resources and of course, every day, the mix of folks utilizing My Career Connection will be new and different. Anyone involved in the job search process will want to keep checking back.

How do you get started? Click here.

Mission Possible: Goodwill Values

David Lifsey, President and CEO

In our Goodwill Employee Handbook there is a section about the company’s Core Values. The second point expresses our promise to treat people with dignity and courtesy “at all times.” We don’t specify which people. We mean everyone, and we mean all the time.

Rules serve many purposes, but chief among them is the desire to ensure that all employees are treated with dignity and courtesy. Dignity comes into play as we strive to apply our rules consistently, no matter what an employee’s background, job title or time with Goodwill. Even when rules are broken, our policies make sure the individual who violated policy is treated with dignity.

Courtesy has to do with how we apply those rules. Our list of rules includes trying to reach resolutions that are respectful and courteous, allowing for different viewpoints to be expressed and heard. I like working in a respectful place. I like the fact that we treat each other with dignity and respect and with an eye toward courtesy. I think our Goodwill can serve as a fine example for other businesses.

What core values are important to you in the workplace? How do you practice these values every day?

D Movement: Simplify your Life by Donating to Goodwill

Courtesy of Goodwill Industries International

Spring presents the perfect time to take a fresh look at the items in your home and decide what should stay and what should go. As you de-clutter your home, Goodwill Industries® of Middle Tennessee can put your unwanted items to good use. When you donate your gently used clothing, housewares and electronics, you are helping Goodwill® provide job training and community- based services to people in your local community.

Here are the top four things that people don’t think to donate.

1. Shoes: When you use the Donations Calculator you’ll discover that when you give one dozen pairs of shoes you provide more than one hour’s worth of free career counseling for someone who is searching for a job with the help of Goodwill’s career counselors. It’s more than just a good way to clean the clutter from your closets, avoid the hassle of a yard sale or to take advantage of a tax write-off. Your donated shoes fund job training and placement for people who want to work but may have a disability or other barrier standing in their way.

2. Books: If you’ve already read a book and have no plans to read it again, donate it to Goodwill. Donating books frees valuable shelf space and makes room for new ones. Check your children’s rooms for outgrown kid’s books or your kitchen for cookbooks you haven’t consulted in the last year.

3. Clothing: You can let go of the jeans that never quite fit or that sweater that wasn’t quite your style. Goodwill gladly accepts donations of gently used clothing. As you’re cleaning out your closet, put clothing donations in a pile and, when you’re finished, bring them to your nearest Goodwill donation express center. When you’re finished going through your closet, that pile might be bigger than you bargained for!

4. Housewares: Sometimes we inherit household items from others or receive them as gifts. If you have a second toaster, vacuum cleaner or blender that you don’t need, donate it to Goodwill.

More than 1.5 million donors have given their gently used items to Goodwill, helping their neighbors build careers and make positive contributions to their communities. Last year, Goodwill served more than 11,000 people in our communities; including people with disabilities, those who lack education or work experience and others facing challenges to finding employment.

One expert who knows all about the process of de-cluttering is Lorie Marrero, Certified Professional Organizer®, contributor to Good Housekeeping and spokesperson for Goodwill’s Donate Movement. She is also the author of The Clutter Diet: The Skinny on Organizing Your Home and Taking Control of Your Life and the creator of ClutterDiet.com, an innovative program that teaches people how to organize their closets, businesses and homes. An organizing expert, Marrero has first-hand knowledge about spring cleaning and the importance of donating gently used items to environmentally sustainable organizations such as Goodwill.

To calculate the impact of your donation or to find a Goodwill Donation Express Center, visit www.giveit2goodwill.org.

What items are making it into your Goodwill donation box?

D Movement: Donate Forward March 20 – 26

Karl Houston, Senior Director of Marketing and Community Relations

One of my favorite movies, “Pay It Forward,” starred Haley Joel Osment who portrayed a 12-year-old boy who wanted to make the world a better place. In the movie, he does a favor for someone, without any expectation of being paid back. That simple concept was a hit off the silver screen in the U.S. and beyond. A social movement was born with the only expectation being that for every request you make, do the same for others. Pay it forward.

As I think about the history of Goodwill, when in 1902, Boston’s Rev. Edgar J. Helms, had a desire to make his community a better place through the act of giving people a chance to earn a living. Rev. Helms would gather burlap sacks and visit the wealthier residents in his community asking for items they no longer needed or wanted. After collecting the donations, Rev. Helms took the items to his church where people repaired what was broken and then sold the used goods. He didn’t believe in charity. The reverend gave people an opportunity. Those he worked with found success through their own efforts and with work, they gained the dignity that comes with earning a paycheck. Like the young boy in the movie, his goodwill efforts became a movement that would eventually grow internationally.

This simple concept of reciprocity is still central to our mission here at Goodwill. With every donation made to Goodwill, we feel a sense of obligation to pay it forward by giving someone an opportunity to earn a living. We believe it begins with us being good stewards of your donations and ensuring that we maximize your donations to have the greatest impact on individuals, families and our community.

From the time we receive your donation, your donations are supporting a growing list of free job training programs and continuing services offered by Career Solutions. How so? When you donate to Goodwill, things like clothes, small appliances, furniture, and toys, at one of our 67 Donation Express Centers, your donations provide jobs and free job training services.

Each item is handled by an attendant, many of whom may have some barrier to employment. The journey continues when the items are transported to our Goodwill’s main processing plant in Nashville where each piece is processed by Goodwill employees for resale, many of whom have disabilities or other disadvantages. Your donated items are then sent to one of our 30 retail stores for resale.

Once each item sells, with the help of our retail staff, again many of whom have come through our job training programs, the revenue from that sale supports our community-based employment and training programs. Thanks to you, these programs provide thousands of hours of free classes and on-the-job training to thousands of individuals in our communities who have an economic, educational, social or vocational barrier to employment.

The bottom line? When you donate forward, your donations become an investment in the futures of the thousands of individuals who participate in our programs and services each year, and an investment in our communities. It’s a good thing!

Join our movement during the week of March 20 and donate forward.

Have you calculated your impact?

Mission Possible: Success That Counts

David Lifsey, President and CEO

I wasn’t a Goodwill employee long before I learned that success means many things. Until I came here, I thought of success as having a lot of money, won/lost records and items that I’ve accumulated. But Goodwill has taught me that success is something very different, often not measured in money or things, but in accomplishments, confidence and hope.

Success can be learning to ride a bus on your own, getting to work on time everyday or hanging just one more piece of clothing today than yesterday. Success can also mean earning a fresh start and having paid for past mistakes. It’s gaining new friends who appreciate you for who you are, not what you can do for them, having your own home and supporting family.

Our Goodwill is in the success business. Sure, we open stores, hire more people and build new buildings. That’s really not so much success as it is accomplishments that allow us to achieve our real success which is measured in having more than 1,400 employees who work for Goodwill because of our mission. We served more than 11,000 people last year who turned to us for help finding and keeping a job and building a reputation that allows people to feel good when they donate to us.

There is a needlepoint piece framed on my office wall. It defines success. Among the measures it touts as signs of success are these, “To leave the world a bit better – by a redeemed social condition, (and) to know even one life has breathed easier; this is to have succeeded.”

Our Goodwill is in the success business; success that counts.

How do you define success?

 

D Movement: Calculate Your Spring Cleaning Impact

By Jennifer Kalifa, Donations Manager

Spring is in the air! Yes it is. Does anyone feel like you need to do some Spring cleaning? Cleaning out closets and drawers is a great way to start a new season. Really, come on get these items into Goodwill, where you can change lives. Goodwill is in need of gently-used items that you no longer need. We turn your items into jobs. Jobs for those who need help finding one and gaining that feeling of independence.

I know what it’s like to help someone change their life. I see it every day with the members of my team. For instance, Byron Sheffield. I know you’ve seen him in Goodwill’s television commercials. He is a real life success story and I’m pleased to say that I had a hand in helping Byron become the man he is today. When I worked in Goodwill’s retail department he was an attendant at one of our stores. He impressed me with how hard he worked to please the donors. Today he is a donations supervisor.

Since coming to the donations department I have watched him grow in so many areas. He now has some computer knowledge and creates the schedule for all of the employees who work for him. In a nutshell, he has just really shown me that the sky is the limit with him. This is what your donations do for people. How awesome is that? It gives me chill bumps just thinking about how cool it is to be a part of a company that really does change lives.

Have you calculated your impact?