ࡱ> kmj% Sbjbj (xO]8 T$"r$t$t$t$t$t$t$$c&W($$  Fr$r$ h _ 6v#r$r$zC& V$ Southeast Tennessee and Workforce Solutions Career Centers Focus Group Report  Prepared for Goodwill Industries, Inc. (Department of Labor Work Incentive Grant) by Kennedy & Associates Executive Summary During November and December 2002, focus groups were conducted to determine gaps in or barriers to service at the Career Centers in Middle and Southeast Tennessee as they relate to a specific user group: disabled citizens from the two service areas. Additionally, the groups were intended to determine generally the types of problems encountered by disabled individuals when they are looking for work; their experiences in looking for work; specific experiences they had had at the Career Centers; and specific recommendations for services that would help the Career Centers serve the disabled community better. In general, the participants expressed frustration about the job market. They feel employers are disinclined to hire them based on their various disabilities. Whether through fear or ignorance, they do believe they are being discriminated against, however tacitly. They believe education is essential to help employers understand that their disabilities are counterbalanced by various capabilities, many of which can be put to productive use in the work place. Furthermore, they feel that employers do not fully understand the benefits that can accrue to those hiring disabled workers in terms of tax credits and other considerations. As for the Centers themselves, they garnered relatively positive responses from those who had used the Centers services. In general, though, there was a lack of knowledge about the Centers programs and services as they relate to job seekers. Clearly, the Centers and the Workforce Investment Boards that govern them have a challenge to meet in making this important client group understand how the Centers and their staffs can help them find employment. Methodology A total of 28 people with varying disabilities participated across five focus groups, one each in Athens (5 participants), Chattanooga (10), Dayton (3), Fayetteville (7) and Tullahoma (3). The disabilities ranged from injury-related to health-related. The specific profiles of the various groups are included in an appendix to this report. Regrettably, the transcripts from the groups are flawed in so far as they include over 150 inaudible notations, several of which come during comments that were addressing the issue at hand. There were also numerous instances of overlapping discussion. This latter problem may have been a function of the groups themselves, which included some hearing-impaired individuals. Technical problems prevented the taping of the Tullahoma session, so no transcript exists for that group. Although the interview screen was intended to produce participants who had availed themselves of the Centers services, approximately one third had not. While this could be interpreted as an indictment on the Centers and their effectiveness in reaching out to the disabled community, it also limited the amount of information that could be gathered about the topic at hand, i.e. the Centers ability to address the employment needs of the disabled community. Invitations were extended to Career Centers, Partners, and community professionals in rehabilitation to recruit participants. The participants received a small stipend to cover transportation or other out of pocket expenses. As needed, arrangements were made for transportation, sign interpretation, and so forth as indicated by the referring agent or the participant themselves. See appendix for letter of invitation and Focus Group schedule. The sessions were conducted on-site at the various Career Centers, and while this may have proved convenient for the participants, the facilities did not lend themselves to unobtrusive observation. In other words, observers were in the room with the participants and, at times, engaged in the discussion. Finally, the effectiveness of a focus group is often a function of the group size, optimally eight to ten in number. Participation tends to increase proportionally as the number of people increases ideas leveraging other ideas and further discussion. The smaller the group and this project included three groups of five or fewer the more diminished the group dynamics become. Larger groups would have enriched the process. However, the size of the group does not invalidate the importance and value of the issues raised. Report The transcripts convey a raw combination of frustration and hope. On one hand, the participants feel they are capable of so many good and positive things in the working world; on the other, they feel that the system conspires against them and that the obstacles to employment are often insurmountable. In general, the participants cited difficulty in finding and maintaining employment. In most cases, they cited their disability as the reason that employers shied away from hiring them. Comments included: Ive noticed that most people wont hire me because Im deaf. There are lots of jobs I can do that I went over to the interviews with and then they find out I have a disability and they shun away. When they find out you have epilepsy, its just a stop sign that says Stop. We dont want you. My feeling is people dont really want to pay attention to the deaf. Some people think that deaf people are stupid; they only want to hire the hearing. I was out of work for three years because people were looking at my disability as being health hazard to their company, and the only impediment I have is a limp and a speech impediment. I had one company tell me, We dont want you because were afraid your disability will slow our company down. [A therapy instructor] told me that the reason people dont hire me is because when I call them, the first thing they hear is the way I talk, the first thing they see when I walk in is the way I walk, and they automatically put a label on me as retarded. People dont hire me because Im so short and because of my burns. The frustration is palpable and justified. Several of the participants cited their experience and abilities, yet they cannot find a market for them. One stroke victim noted: I have never gotten a job. I called on people who are really nice, but they dont call me back. Furthermore, they conveyed a sense of resentment that employers often times have low expectations about their abilities. Said another: Ive been led to believe that if I expect to get a job its going to be minimum wage or thereabouts. I feel Ive got abilities and it insults me to think that I shouldnt expect much. Still another said that the system in Chattanooga objectified disabled workers. We were not seen as who we really are, what we might love to do, what we could have done given any chance. Said another: The first thing that clicks in with so many employers is the preconceived notion of what that person cannot do, and once that barriers there, its over. Its gone. And: I have a job now. I know I can do better but its okay for now. In a couple of instances, participants said that finding a job was not so much a matter of what you can do as it is whom you know. Lowered Self-Esteem For some, it eventually leads to a lowered sense of self-esteem. In noting that he had not been called back as promised by one prospective employer, one participant commented: Its like, is it me? One Chattanooga participant put it in stronger terms: Were spiritual beings in these bodies and these bodies are in varying forms of disability, but our spirits arent. Weve lost our humanity here, if we ever had it. Other comments included: I think the hardest part for me is I really dont know where I fit in anymore. You get batted down. You not only have a physical problem, but you now have an emotional and mental problem. Once you lose your job, there is a domino effect. You cant pay your rent, buy food, get health care, etc. You find yourself in a hole its hard to get out or even want to get out. Access Issues They used the session to vent on a number of issues related to public acceptance and understanding of disabilities. One participant related the following story. She said she came to the Center in her van but the handicapped parking was full. She had to park a little further away. A companion had followed her and helped her get her wheel chair out to get on her way. She found that the door to the Career Center was too heavy for her to open without help. Her companion helped her in, escorted her to the front desk and left. The participant asked if she could use the restroom before the focus group started. She was told that there was no accessible restroom there. (There is one but it is reserved for staff only.) She had to leave the Career Center to find an accessible restroom only to find that someone had stuffed the public toilet. She was late for the focus group meeting but did not relate this experience until the session was over. Participants also said transportation was a major issue. If you dont have a car or reliable transportation you cannot work. This issue is critical in rural areas but also mentioned in more urban areas. Several participants were brought to the Career Centers by family members, friends, or counselors. Lack of Employer Understanding Across the groups, there was a sense that the problem lies with employers who dont understand the capabilities of the disabled worker. Furthermore, they dont understand or appreciate the advantages that can accrue to them by proactively hiring disabled workers, advantages like tax credits. In one case, an employer couldnt seem to appreciate that visually impaired worker needed to have her dog with her. The Struggling Economy In at least one case (Fayetteville), the problem was exacerbated by the local economy. Participants cited a number of layoffs and plant closings, attributable in most part to offshore relocation. In that same group, one participant commented on the limited number of job postings at the Center, saying, Most of the ones on the list are like waitress jobs and cook and things like that. The Fayetteville group also cited the catch-22 of getting a minimum wage job only to get welfare benefits taken away, leaving an individual more strapped than before. Other Resources These individuals have sought guidance and support from a number of agencies. Variously mentioned across the groups were: Vocational Rehabilitation, Signal Center, Siskin Hospital, Vital House, Joblink, Goodwill Industries, Job Search, South Central Human Resources, Tennessee Tech, Fresh Start as well as staffing agencies. Career Center Assessment As for the effectiveness of the Career Centers themselves, those who visited the Centers generally had positive things to say, citing both the program and the people as being helpful to their efforts to find employment. One participant is actually employed at the Center in Athens, and she noted that people here have been very good to me. Despite this general sense of satisfaction, at least one group seemed totally unaware of the Career Center programs that could be of greatest benefit to the disabled community: customized workshops and training classes, career counseling, rsum guidance, etc. When informed about them during the sessions, participants enthusiastically said they would like to avail themselves of services like that. It was mentioned that the Centers could do a better job of posting their services for all to see. One participant suggested a poster saying We have these other services if needed something that should say theres more than just a job listing here. We use the Career Center TTY to call employers about job openings we see in the paper. We did not know they had job listings here. I did not qualify for a Pell grant because I already have a degree. But I need retraining for employment that better suits my physical needs. I did not know the Career Center could help me with tuition at TN Tech. There were some exceptions, however. One participant claimed: I sent in my resume about my history and Ive waited and waited and I didnt hear anything back. And: The Career Center just blew me off. Adaptive Technology Technology also took a bit of a beating. These respondents said that they used adaptive technologies for phones and computers, but that the technology still wasnt refined enough to be foolproof. Ive tried some of those voice dictation things. They dont work. Theyre getting closer, but they havent gotten it yet. One respondent specifically mentioned IBM Via Voice, noting it just doesnt work. The JAWS computer program (Job Access With Speech) seemed to get favorable reviews from one of the respondents, however. Many participants were unaware of assistive technology that could give them access to the Internet and another world of communication. One college student said, I prefer voice mail because I can only use one hand. I cannot type with one hand. Another said, I dont use the computer because Im not good at math. Suggestions for the Staff For some, it went beyond technology to flawed human assistance. One Athens participant cited the lack of interpreters to assist the hearing impaired. Another noted that Center staff should have a deeper understanding of disabilities so that they could understand the adaptive technologies available to assist a given job applicant as well as a better understanding of the types of jobs that do not line up well with a given disability. The Need for Advocacy With clear consensus, the participants expressed a need for advocacy people who will work on their behalf to make the business community understand the value in hiring disabled workers. One participant stated emphatically, The consciousness is at damn zero. Weve got to raise the consciousness. Other comments included: I find most employers dont know the benefits they can get from hiring people that are on disability, because the government pays them. I wish employers would understand that if they actually hire people that are one disability they actually get write-offs and credits. Its almost like hiring free labor. Recommendations First and foremost, the Career Centers should make every effort to ensure they are in full compliance with minimum ADA standards in terms of accessibility and delivery of basic services to the disabled community. Second, the Centers should perform a technology assessment to determine any gaps between their adaptive technologies and the current state of the art. Grants like the one being administered presently by Goodwill Industries can help to bridge that divide and make service delivery more comprehensive and user-friendly. Third, the Career Center staff should take it upon themselves to become proactive in the endorsement of disabled job candidates. This goes beyond simply recommending an individual for a job to reminding prospective employers that there are real economic benefits to be realized from the hiring of disabled workers. At a minimum, the Center staff members should be well-versed in which companies are supportive of hiring disabled workers so that they can direct clients to friendly prospects. Fourth, the Centers should ensure that their marketing efforts include targeted programs for disabled job seekers, detailing the employment services available and the technologies in place to deliver them. At a minimum, this effort should include aggressive cross marketing with other agencies that serve as gateways to job searching for the disabled community. Appendices Appendix A Disability Profile by Group  Dayton Hearing impaired young adult, lip reads. Traumatic Brain Syndrome (automobile accident) young adult college student with right sided paralysis, speech and cognitive involvement. Traumatic Brain Syndrome (cerebral vascular accident) middle-age, well-educated adult with some paralysis, speech and cognitive involvement. Athens Deaf, young adult with computer training, requires sign interpreter. Deaf, young adult with computer training, requires sign interpreter. Older adult, epilepsy. Orthopedic limitations due to automobile accident requiring retraining for a position that permits some standing and some sitting. Learning disabled Chattanooga Wheelchair, limited use of hands, speech involvement, well educated, middle aged. Legally blind, has mobility training, can function with large print, young adult. Legally blind, has mobility training, can function with large print, young adult. Cerebral vascular accident with degenerative disc. Blind, young adult, well educated. Post traumatic stress syndrome, young adult. Emotional/physical, older adult. Wheelchair, middle aged, well educated. Orthopedic. Traumatic brain injury, some physical and speech involvement, middle aged, well educated. Fayetteville Cognitive, young adult. Epilepsy, middle aged Learning disabled, young adult Short stature, burns, learning disabled, young adult Cardiac, limited stamina and mobility, middle aged Diabetic, chronic pancreatitis Orthopedic, young adult Tullahoma 1. Mental Health with right arm impairment, young adult Mental Health, current student, young adult Mental Health, middle aged Appendix B Focus Group Schedule Information  Career Center Focus Groups Call Oliver Kendall at (423) 629-2501, ext. 235 or oliverk@goodwillchatt.org to make your reservation. Please let us know if you need any assistance in order to participate. Our sessions will be approximately one and one half hours long. Refreshments will be served. Participants will receive a $20 stipend as a thank you for sharing your employment search experiences with us. DAYTON ATHENS November 4, 2002 NOVEMBER 6, 2002 3:00 PM MONDAY 3:00 PM WEDNESDAY SOUTHEAST CAREER CENTER SOUTHEAST CAREER CENTER 200 4TH AVENUE 901 NORTH CONGRESS PKY DAYTON,TN ATHENS, TN (423) 570-1107 (423) 745-2028 CHATTANOOGA FAYETTEVILLE NOVEMBER 13, 2002 NOVEMBER 18, 2002 3:00 PM WEDNESDAY 2:30 PM MONDAY SOUTHEAST CAREER CENTER MID-SOUTH CAREER CENTER EASTGATE TOWN CENTER 2219 THORTON TAYLOR PKY 5600 BRAINERD ROAD SUITE B-18 FAYETTEVILLE, TN CHATTANOOGA, TN (931) 438-2379 (423) 894-5354 TULLAHOMA NOVEMBER 20, 2002 2:00 PM WEDNESDAY MID-SOUTH CAREER CENTER 111 EAST LINCOLN STREET TULLAHOMA, TN (931)454-1905 Appendix C Letter of Invitation to Participate  Dear Colleague: Our area Career Centers are interested in serving a greater number of persons with disabilities. They are joining with Goodwill to develop the capability to increase their services. In order to do this effectively, we want to hear of experiences from persons with disabilities who have tried to use the Career Centers to secure employment. We need your help to identify people to participate in our focus groups. These persons can either be current or former consumers of your services who have experienced sensory, cognitive, physical or emotional impairments. Each person participating will receive a report of the findings that may show barriers to service or service gaps that may be identified. In addition, we would like to offer a stipend of $20 to each consumer of service who is willing to share their experiences with us. Five Focus Groups are being convened: Eastgate Career Center, Chattanooga; Athens Career Center; Dayton Career Center, Tullahoma Career Center, and Fayetteville Career Center. The locations and dates are attached. Please let us know if your candidates need any type of assistive technology to participate. Please contact Oliver Kendall at our Goodwill office (423.629.2501 ext. 235) or email  HYPERLINK mailto:oliverk@goodwillchatt.org oliverk@goodwillchatt.org to make reservations for your participant at any one of the Career Centers that is appropriate. Our group size is limited so please respond at your earliest convenience. Thank you in advance for your help. Together we can make a difference in employment services for persons with disabilities. Bonnie Schmidt, Program Coordinator Goodwill Industries, Inc. bonnies@goodwillchatt.org 423.629.2501, ext. 231 423.242.0504 fax PAGE  PAGE 12 VWZ | ##(({**,,.1.F4Z477w99<<<AAAAAAAAAACCCMDNDZDFFF|G}GGGGH H8H9H:Hⷲ CJOJQJCJ5OJQJj5UmH 5:CJHj5:CJHUmHmH:5: jUmH 5:CJ5CJ$j5CJ$UmH5CJ85CJ0A3CVXYZ[\]^_`anEdh$3CVXYZ[\]^_`anEF ij`avs/{ | O""####''((                           NEF ij`a & Fdhdhxdhvs/{ | O""####''(((z* & F dh & Fdhdh & Fdh((z*{**,,,,..1.//22w3x3E4F4Z455i6j6777v9w99:\;<<<<.>/>@@AAAAAAAAAAAAAABCCC\CCC;DMDNDZDDDPEEEý                                     Fz*{**,,,,..1.//22w3x3E4F4Z455i6j6777v9w99:dh:\;<<<<.>/>@@AAAAAAAAAAAAAABC & FH$7$8$H$7$8$$dhdh & FdhCCC\CCC;DMDNDZDDDPEEEEEF(FFFFFFFG & FH$7$8$ & FH$7$8$ & FH$7$8$H$7$8$EEEF(FFFFFFFGEGdG|G}GGGGH H8H:H;HVHWHXHIIIIIIJ>JpJJJJJJJKBKtKKKKLLLL#L6LNLfLtLLLLLLLLLMM                                     BGEGdG|G}GGGGH H8H:H;HVHWHXHIIIIIIJ$dh & FH$7$8$ H$7$8$H$7$8$hH$7$8$ & FH$7$8$:HVHWHIIuJwJJJJJLLLLLLiNjNQQQQQQQSSSSSSSSSSSSSSǿǬ0JmH0J j0JU0JB*j5B*OJQJU5B*OJQJj5B*OJQJU CJOJQJj5CJ$UmH 5:CJ5CJ 5OJQJ H*OJQJOJQJ'J>JpJJJJJJJKBKtKKKKLLLL#L6LNLfLtLLLLLH$7$8$dh$LLLLLMMiNjNPPEQFQRRSSS8SUSrSSSSSSSS&`#$H$7$8$MiNjNPPEQFQRRSSS8SUSrSSSSSSSSSS SSSSSH$7$8$& 001h/ =!"#$%DyK oliverk@goodwillchatt.orgyK Bmailto:oliverk@goodwillchatt.org [@@@ Normal CJOJQJ_HaJmH sH tH B@B Heading 1$$@&a$CJ$OJQJaJ<@< Heading 3$@&5OJQJaJB@B Heading 4$$@&a$5OJQJaJ<A@< Default Paragraph FontF%F Envelope ReturnCJOJQJ^JaJX$X Envelope Address!@ &+D/^@ ^J, @, Footer  !&)@!& Page Number,2, Header  !(U@A( Hyperlink>*B*Ox :HS,7Ez*:CGJLSS-/0234689;(EMS.15:MMMOX !!8@ D(  NB  S D>NB   S DjJNB   S DjJNB   S DjJNB   S DjJNB  S DoNB  S DoNB  S DԔ\B  S Do"B S  ?V8==8DHOTlt A!At &!&t >!>t &!&tppPpt!t!t!t))..D@L@WCcCOOO$$))117?@?|???@;@M@DDF&FFF!G.G(H5HOOO James O. 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