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Who Is Your Customer

Who Is Your Customer. Clients Taxpayers Employers Community Programs. DUAL CUSTOMERS. PEOPLE WITH DISABILITIES Assist people with disabilities to gain access to work opportunities! BUSINESSES Assist businesses with recruiting, hiring & retaining people with disabilities in employment!.

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Who Is Your Customer

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  1. Who Is Your Customer Clients Taxpayers Employers Community Programs

  2. DUAL CUSTOMERS • PEOPLE WITH DISABILITIES • Assist people with disabilities to gain access to work opportunities! BUSINESSES Assist businesses with recruiting, hiring & retaining people with disabilities in employment!

  3. COMMON LANGUAGE • DUAL CUSTOMER- This reflects a customer service strategy that recognizes both the clients and businesses as customers of the agency. • CAREER VS JOB – This reflects the quality of employment. (employment should not be done at the end of the plan)

  4. COMMON LANGUAGE • BUSINESS DEVELOPMENT VS JOB PLACEMENT! - Traditionally Community Rehabilitation Agencies have worked at job placement which is defined as a single job instead of a more systematic approach of building relation with many businesses which can result in many job opportunities. • Manpower’s reverse funnel approach!!

  5. COMMON LANGUAGE • BUSINESS VS EMPLOYER – Businesses are more than just an employer! There are many areas which Community Rehabilitation Programs can have an impact on the bottom line for businesses!

  6. COMMON LANGUAGE • DESIGNATED POINT OF CONTACT! • Term chosen by businesses to define their preference of connecting with a designated person instead of multiple contacts

  7. CONSUMER EXPECTATIONS • COMMUNITY REHABILITATION PROGRAMS TO HAVE KNOWLEDGE OF EMPLOYMENT INFORMATION THAT IS USEFUL FOR VOCATIONAL & CAREER COUNSELING WHICH ASSIST THE CLIENT TO BE MARKETABLE WITH BUSINESS! • Labor market demands • Career opportunities & upward mobility • Information about workplace to help with job choice

  8. CONSUMERS EXPECTATIONS • KNOWLEDGE OF BUSINESS COMMUNITY! • DEVELOPMENT OF SKILL SET REQUIRED BY BUSINESSES • RELATIONSHIPS WITH BUSINESSES

  9. ISSUES TO CONSIDER: • * HIGH PERCENTAGE OF PEOPLE WITH DISABILITIES UNEMPLOYED- 60%-70%! • * BUSINESSES REPORT THEY HAVE A HARD TIME FINDING REHABILITATION PROGRAMS! • * BUSINESSES HAVE NEEDS WHICH CAN BE FILLED BY WORKERS WITH DISABILITIES AND OTHER SERVICES!

  10. ISSUES TO CONSIDER!! • * BUSINESSES STILL HAVE LOTS OF FEARS AND MYTHS REGARDING PEOPLE WITH DISABILITIES! • * BUSINESSES DON’T UNDERSTAND OUR LANGAUAGE/JARGON! • REHABILITATION DOES NOT UNDERSTAND THE BUSINESS CULTURE! • REHABILITATION APPEARS TO LACK A SENSE OF URGENCY!

  11. ISSUES TO CONSIDER!! • * BUSINESSES FACING A PROBLEM WITH FINDING WORKERS!! (FUTURE LABOR SHORTAGE) • * BUSINESSES NEED TO HIRE A DIVERSE WORKFORCE! • * BUSINESSES WANT TO LEARN ABOUT DISABILITY AND BE MORE INVOLVED!

  12. DOING BUSINESS – OLD WAY • * ONE PERSON – ONE JOB! • * CHARITY – NICE/RIGHT THING TO DO! • * LOW EXPECTATIONS OF PEOPLE WITH DISABILITIES AND REHABILTATION! • NEGATIVE MARKETING

  13. DOING BUSINESS – NEW WAY • * MARKETING/BUSINESS DEVELOPMENT & RELATIONS – (SEE THE EMPLOYER AS A CUSTOMER)! • * IDENTIFY BUSINESS NEEDS AND LEARN THEIR CULTURE! • * IMPLEMENT A STRATEGY TO MEET BUSINESS NEEDS! • * MAINTAIN NETWORKS WITH BUSINESS

  14. ORGANIZATION MARKETING • * BUILD NETWORKS & PARTNERSHIPS WITH BUSINESSES! • * CONCENTRATE ON BUSINESS KNOWING YOU AND YOUR ORGANIZATION! • * PRIMARY OBJECTIVE IS TO EXPAND AND MAINTAIN NETWORKS!

  15. JOB DEVELOPMENT • * IDENTIFY JOB LEADS FOR A CLIENTS! • * CREATE RESUMES, COVER LETTERS & APPLICATIONS! • * PRIMARY OBJECTIVE OF JOB DEVELOPMNENT IS JOB OF CHOICE!

  16. MARKETING • * AN ACTIVITY THAT SATISFIES THE NEEDS AND WANTS OF CUSTOMERS THROUGH AN EXCHANGE PROCESS!!! • * BASIC TO PROCESS- EACH PARTY RECEIVES A “VALUED” GOOD OR SERVICE!

  17. GOALS OF MARKETING • * EXPANSION OF NETWORKS! • * CUSTOMER SATISFACTION!!

  18. KEY TO MARKETING SUCCESS • * BETTER SERVICES FOR EMPLOYMENT EQUALS BETTER SERVICES FOR PEOPLE WITH DISABILITIES! • * IT IS ALL ABOUT –RELATIONSHIPS, RELATIONSHIPS, RELATIONSHIPS, AND MORE RELATIONSHIPS!!!!!

  19. REMEMBER!!!!!!! • * YOUR GOAL IS TO FIND OUT INFORMATION IN ORDER TO HELP THE BUSINESS WITH THEIR BOTTOM LINES---THERE ARE OFTEN MORE THAN ONE BOTTOM LINE!

  20. MARKETING CONCEPTS • * CUSTOMER SATISFACTION IS THE KEY TO MARKETING SUCCESS AND SUSTAINED LONG TERM GROWTH BECAUSE CUSTOMERS VOTE WITH THEIR BUSINESS!

  21. ACTIVITY ----WHO ARE YOU????????? • * In order to market your organization & its services you need to know your features and benefits. With these in mind, write a description of “who you are” that can be used for marketing your organization. Fifty words or less!!

  22. NEW APPROACH • * MOVE FROM A SOCIAL WORK SALESPERSON TO A VISIONARY LEADER AND SUPPORTIVE COUNSELOR/COORDINATOR OF BUSINESS SERIVCES! • * WE GO FROM AN APPLY FOR AN OPENING APPROACH TO—CREATING NEW OPPORTUNITIES!!

  23. Exercise • Frank is 27 year old. He has been diagnosed with schizophrenia since the age of 15. He had reported to his teacher that he was communicating with aliens. He has been hospitalized repeatedly for bizarre behavior. He lives at home with his mother & father who are retired. They report he has always been “different” & he began ‘acting crazy” as a teen. Frank looks the part. He is ‘wild eyed” and cares little about his appearance. He has poor conversation skills and short attention span as well as refused to shower for days. Two weeks ago there was an incident in which Frank raced out of his house in his underwear carrying a sign that read “The end of the world is near!”

  24. Questions for Exercise • What is your impression of Frank? • Is this the kind of person you would like to work with? • As an Employment Specialist or Rehabilitation Counselor what do you think Frank’s chances are of holding a job?

  25. The Point! • 1. How we talk about a person determines our approach to them • 2. It influences other peoples’ perception about the person. • 3. It influences expectations and speaks to the person’s ability(ies) • 4. Case records – little use in employment efforts

  26. STEPS TO ADDING VALUE TO BUSINESS • DIALOGUE – (Networking & Talking) • QUALITY OF SERVICES • FRIENDSHIP & TRUST • RELATIONSHIP • VALUE

  27. What does Business Say? Booz Allen Hamilton Walgreen’s Cincinnati Children’s Hospital

  28. Question 1 What is the best way to approach or connect?

  29. Understand my business & realize that an employer’s primary focus is on cost efficiencies & increased productivity. So, when talking to me about hiring people with disabilities focus on their abilities and not disabilities. Nothing turns me off more that hearing “we have a great person with a disability”. Meg O’Connell – BAH

  30. We appreciate partners who connect with a local manager and then ask for the contacts of other nearby hiring managers. Make an appointment and talk to the manager directly. Deb Russell – Walgreen’s

  31. Never make a cold call! Always have your ducks in a row with a clear purpose in mind. If possible, present the employer with a proposal and always consider presenting your programs vs a person. Erin Riehle – Children’s Hospital

  32. Question 2 What are 3 key things you expect from a service provider?

  33. I think there is only one thing - Become my business partner!. This means understanding my business and being a valued resource! Be creative about ways to assist an employer in getting things done. If the employer is not hiring then offer other things such as training. The jobs will come if you can demonstrate you know my business. Meg O’Connell – BAH

  34. A PARTNERSHIP! (an entity who iswilling to learn our needs and look at creative solutions to meet those needs. Agencies who can’t listen but only give a standard “pitch’ are a challenge for us. Agencies should believe clients can do the work. Agencies ability to train & support the candidate & be responsive on providing follow up and retention services Deb Russell – Walgreen’s

  35. Providers should know about accommodations and adaptations. Also, have expertise in orienting people with disabilities; Have expertise in educating existing business staff about how to work with people with disabilities. Erin Riehle – Children’s Hospital

  36. Question 3 Is it important for theservice provider to know your needs

  37. Yes - the best way to do this is obvious (ask). I have been in meetings where the service provider wants to tell me what they do instead of asking me what I need. Also, be flexible and adaptive to changing business/economic environments. Meg O’Connell – BAH

  38. Of course it is important! This can be accomplished by talking with our personnel. Also, the providers can experience the work environment so they are able to offer creative solutions. Deb Russell – Walgreen’s

  39. Act like a business! Approach us like a business Partner with us in determining our needs Consider our open positions before you approach us with an applicant! Erin Riehle – Children’s Hospital

  40. Question 4 What advice would you give to programs seeking to assist people with disabilities with employment?

  41. Be sure the candidates are prepared with high quality resumes and good interviewing skills. Meg O’Connell – BAH

  42. We need help of those who can connect with candidates. It is important that candidates show up for interviews and the programs secure a good pool of candidates. Deb Russell – Walgreen’s

  43. Focus on job opportunities and requirements first. Not on getting a poor person with disability a job! Erin Riehle – Children’s Hospital

  44. Question 5 What are some ways the providers can market or present job coaching to an employer?

  45. An e-mail link to the service provider site with a brief video ( 2 minutes) describing a successful candidate, their company and interactions with a job coach. Meg O’Connell – BAH

  46. Explain what their agency allows job coaches to do and not do! Do not over promise! Don’t commit a job coach for first day on the job if you can’t deliver. Deb Russell – Walgreen’s

  47. Be an adjunct to the orientation process already provided by the employer!! Erin Riehle – Children’s Hospital

  48. Getting To Know Yourself In Job Development Meka McNeal

  49. How Do You Feel About Job Development • How comfortable are you with doing job development? • What types of job development activities are you most comfortable with? • What do you feel is your biggest job development strength? • What do you feel is your biggest weakness? • Do you feel like you are a sales person? • Do you feel like employers listen to you?

  50. Job DevelopmentTips To Employment Specialists • Build rapport with employers. • Identify employer needs. • Be mindful of employers time. • Be mindful of feedback (verbal, non-verbal) • Action

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