аЯрЁБс>ўџ 9;ўџџџ8џџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџџьЅС% П†&bjbjојој 8М’М’j"џџџџџџ]$$$$$$$88888p |$87ЖДД(ммммммќўўўўўў$эєсЈ"$ммммм"€$$ммД€€€м:$м$мќ88$$$$мќ€ђ€r 2:”$$ќм */k:АТ88jЮ.December 30, 2002 SERVING CUSTOMERS WITH DISABILITIES Proposal CAREER CENTER STAFF TRAINING OUTLINE Creating accessible job centers that can be used by all customers regardless of their disability is fundamental to both the Work Force Investment Act and Title II of the Americans with Disabilities Act (ADA). Program access must be readily available and usable by persons with disabilities as defined by ADA. By doing so, it prevents discrimination of those who require accommodation to fully experience the resources and assistance that Career Centers can provide for job searching. The purpose of this training outline is to delineate disability awareness, tools of accessibility and staff knowledge that will make programs within each facility accessible. This awareness and knowledge base is needed to provide a self-directed job center. The assistive technology coupled with awareness would provide a high level of independent access for customers with moderate levels of staff support in telephone use, a computer, viewing printed material, and understand information presented by sound. It has been clearly demonstrated that placing Assistive Technology without adequate training results in unused equipment and failure of persons with disabilities to find employment through Career Centers. Levels of Training General Awareness Training Every career center staff member who refers applicants for job openings or greets customers should receive basic disability awareness training as set forth in six forty-five (45) minute modules as outlined below. Each participant will have a full binder of information for future reference. Each will receive a Certificate of completion from Goodwill Industries in recognition of their participation. They will have a general awareness about the technology located within their facility and how it might be used for a specific application. They will also know how to interview and interact effectively to avoid embarrassing or offensive comments. Training will prevent customer loss due to improperly trained employees, accelerate customer service capabilities and offer a cutting edge advantage in providing services to customers with disabilities seeking employment. The trained staff person will find it easier to match applicant skills with job openings regardless of disability or when to refer them to other supported services. This awareness is particularly applicable to the smaller career center with limited staff or lack of a resource room technician. The Career Center staff person is not expected to spend any more time with a person with a disability than any other customer coming in looking for a job. Example: A customer comes in wanting to use the computer for job search but needs a text reader to help him either because of visual problems or cognitive problems. The Career Center staff person takes him to the computer that has that program on it. Turns the computer on, brings up the program and hands the customer earphones so he can continue an independent job search. Application will be made for appropriate CEU’s. Specific Application Training Career Center staff will encounter many customers who have a disability but do not know the most effective accommodation that will assist them in performing a specific application. At this point, the staff member will need to know more specifics about the customer’s disability, the activity they want to perform and what Assistive Technology will assist them. This becomes evaluative in that the staff will have to match the technology to the activity that needs to be accomplished and demonstrate how the technology could be used within the activity, i.e. prepare a resume, read a professional journal of job listings, etc. It will require the staff member to offer more training to the customer on the use of Assistive Technology related to a specific application. Example: the customer comes into the Career center to use the computer to write a resume. The staff member notices that the customer has limited range of motion in their arm. The staff member takes the consumer over to the computer and watches the consumer struggle with the keyboard and mouse. At this point, the staff member suggests the use of an alternative mouse or trackball and suggests changing the position of the table and chair height to improve access. This level requires more in-depth training on disability awareness and assistive devices. Career Centers offering Assistive Technology should have at least one staff person with these skills. Centers with a larger customer base may not only need one but have one or two back-up persons trained. This level of training will be contracted for with Signals Centers’ Assistive Technology Center with two to three day intensive training sessions in addition to basic awareness. This training will take place at Goodwill Industries where all hardware and software will be set up for training purposes. Training would occur in January or February depending on the arrival of AT equipment and software. . Again Appropriate CEU’s will be applied for. It is suggested that the person or persons selected by the career centers to receive this level of training would have this responsibility written into their job description as a specific duty. Both the General Awareness Training and the more intensive Specific Application Training will additionally be supported by Goodwill Industries Field Resource Specialist and the Goodwill Industries Workforce Incentive Grant Help Desk. The Goodwill Help Desk manned by Oliver Kendall will have the same equipment and software as each Career Center in order to offer continued technical support. C. Global Awareness This level of training requires advanced knowledge of the use of Assistive Technology. It would require experience in feature matching technology to the customer’s access and knowledge of broader applications of Assistive Technology outside of the Career Center. Assistive Technology and its application would be their primary job description. It is best to utilize this individual on a referral basis through DRS and the Assistive Technology Center. Sample Training Modules-each 30 to 45 minutes in length. Hearing Impairment or deafness All Career Center staff would participate in understanding the basic skills necessary to work with this disability group. This is a power point or more formal presentation with appropriate handouts for the binder tab HEARING IMPAIRED They would have an “in Person” discussion with one or two of the persons from the Focus groups who are deaf or hearing impaired to experience the need to speak clearly and directly to the customer, etc. This person would share his or her job hunting needs through a sign interpreter or other Assistive Technology that helps staff understand how effectively this person can communicate and what type of occupational selections are appropriate for job referrals. At the end of the formal training, each career center staff person will be scheduled for a one on one training on using the TTY, in line voice amplification, and Williams sound system with loop. Knowing what this technology is, how it works, where it is located in the career center will give the staff the ability to effectively connect this disabilities group to job search, training, and other career center services. Additional materials for the binder as reference would be the following: Source information for arranging for sign interpreter services Source information for free TTY”s based on customer application Source information on community resources for this disability group including support groups, specialized counselors, or other appropriate services Information on TN Relay Service 711 This type of training module will be developed for five specific disability groups in addition to the first module on general disability awareness. These modules will cover deafness, blind, physical, cognitive, and emotional disabilities. Each segment will include: A repeat of the basic awareness for this disability An opportunity to have a discussion with a person experiencing the disability An on hands introduction to the AT equipment available in the Careers Center to assist them, for instance, text reader, screen reader, screen magnification and CCTV would be introduced with the module on blindness or low vision. Other AT will be introduced as appropriate with the disability to which it relates. A review of job possibilities Resource information for other community services that would enable or support employment. This training would be offered beginning in January or February, 2003 and repeated in January, 2004 to serve as a refresher or to orient new employees to AT and disability awareness. 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