Assisting Customers with Disabilities

• Understand the different types of Career Center customer disabilities.
• Identify the proper and improper terminology used for customers with disabilities.
• Understand the potential barriers that can occur when communicating with persons with disabilities.
• Identify helpful techniques for interacting with persons with disabilities at a Career Center.

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Equal Opportunity

• Describe the prohibited forms of discrimination under WIA Title I.
• Determine if WIA Section 188 protects a particular person from discrimination.
• Describe the responsibility of recipients under WIA Title I.
• Describe the appropriate measures for discrimination under WIA Title I.

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Identifying and Managing Barriers to Employment

• Identify characteristics that may influence employment.
• Understand barriers that job seekers face when looking for a job.
• Identify individual employment barriers.
• Utilize effective strategies for managing a relationship with a job seeker.

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Interviewing for Supervisors

• Understand the importance of properly preparing to conduct an interview.
• Define how to structure an interview.
• Identify techniques to help avoid making a bad-hiring decision.

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Introduction to Case Management

• Define case management.
• Describe the expectations of case managers.
• Identify the phases of case management intervention.
• Understand how to handle cases.

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Managing Change

• Understand the importance of communication during times of change.
• Understand the positive and negative reactions employees may have to change.
• Identify ways that organizations can reduce employee anxiety about change.

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O*NET Overview

• Describe the purpose and basic function of O*NET.
• Understand why job seekers use O*NET.
• Understand why business and Human Resource professionals use O*NET.
• Identify other resources available from O*NET.

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Serving Business Customers

• Identify the benefits of the business customers driving the Career Centers.
• Develop strategies for meeting the needs of the local marketplace.
• Understand strategies for providing business friendly access to Career Centers.
• Understand the function of Business Services Teams.
• Understand the importance of utilizing industry-recognized, skill-based training for the business customer.
• Identify effective measures for evaluating results.

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