Career Development Forum – September 2022

Instructions:  A customer makes an appointment with you to find work. The individual needs assistance with housing and meals.

Answer these questions:

1. To whom in your local area do you refer them for this assistance?

2. What techniques have you found especially helpful to use in an intake interview to discover barriers that a customer might be facing? Describe 1-2 techniques you use that work well for you.

Make one original post and then respond to 1 team member’s post. You will make a total of two posts. For your original post, responds in a paragraph or two for the 2 questions. For your 2nd post, respond in several sentences.

Remember that our learning group works in a full value environment: We treat our colleagues with respect and professionalism. Our comments should reflect this culture.

8 thoughts on “Career Development Forum – September 2022”

  1. heidi says:

    When a Customer comes into our center and presents a need for housing and food, we have several options. If the Customer is currently unhouse, we can refer them to one of 3 shelters in our operating area. Each of these centers also has a dining facility on site. If the Customer is in danger of losing their stable housing or is in unstable housing, we can refer them to our housing authority for assistance, or possibly provide them with rental/mortgage assistance as well as financial education to assist with managing their funds. If we are assisting with housing or making a referral to an agency with no on site food assistance we can also make referrals to one of our community partners the Tarrant Area Food Bank. They have mobile foodbanks in areas around our community as well as a brick and mortar location where Customers can go and receive assistance.

    I find that asking open ended questions after sharing with the Customer a brief view of the menu of services we provide, is a great way to get Customer to open up. Sometimes sharing a success story of someone who has come before them, shows that by being forthcoming and open I am able to help them in a way that they did not see as an option before.

    A few things that have worked in the past for me, are that I fully listen and take notes while my Customer is talking. I refer back to these notes as I respond and make additions and corrections as I reflect back to them. I have found that this ensures I get the best picture of what is going on with my Customer.

    1. crogerson says:

      Providing the success of previous customers is a great way for them to visualize what could be. I agree that having them relate to others with similar needs creates that rapport and allows the customer to see their own potential.

    2. tracey.hancock says:

      The services indicated in this post are able to provide a lot of great opportunities for customers. The customer is given several options to help in a rental and food situation. They are given shelter opportunities, onsite dining facilities with housing, Food Banks, and assistance for those who are in jeopardy of losing their homes.
      I also think their technique of open-ended questions is good because it allows customers to talk and share more so that they can be assisted thoroughly and based on their needs.
      It is always good to listen attentively to the customers so that you can learn about them. It is also good to take notes so that you can go back and review them after the conversation so that you can assure that everything is being done for a customer.

    3. tracey.hancock says:

      The services indicated in this post are able to provide a lot of great opportunities for customers. The customer is given several options to help in a rental and food situation. They are given shelter opportunities, onsite dining facilities with housing, Food Banks, and assistance for those who are in jeopardy of losing their homes.
      I also think their technique of open-ended questions is good because it allows customers to talk and share more so that they can be assisted thoroughly and based on their needs.
      It is always good to listen attentively to the customers so that you can learn about them. It is also good to take notes so that you can go back and review them after the conversation so that you can assure that everything is being done for a customer.

      Reply

    4. tracey.hancock says:

      The services indicated in this post are able to provide a lot of great opportunities for customers. The customer is given several options to help in a rental and food situation. They are given shelter opportunities, onsite dining facilities with housing, Food Banks, and assistance for those who are in jeopardy of losing their homes.
      I also think their technique of open-ended questions is good because it allows customers to talk and share more so that they can be assisted thoroughly and based on their needs.
      It is always good to listen attentively to the customers so that you can learn about them. It is also good to take notes so that you can go back and review them after the conversation so that you can assure that everything is being done for a customer.

  2. crogerson says:

    To provide the customer with a referral source that covers multiple needs and alleviate trips to different agencies, I would refer the customer to the Prince George’s County Department of Social Services. Through the PGC DSS, the customer can be provided services related to both housing and food assistance. Depending specifically on the customer’s housing needs, they would be able to receive financial assistance in the form of security deposits or information related to being in danger of eviction and foreclosure. Temporary shelter is also available for customers in emergency situations. PGC DSS provides an array of services for customers with varying needs. PGC DSS also provides emergency food assistance across the county within 30 local pantries. This service is free of charge and in addition to the many other services provided by the agency.
    An objective assessment, provided by the Maryland Workforce Exchange is one of the best tools available to assist in asking different questions to gather all necessary information on a customer’s barriers. The objective assessment allows an intentional conversation to occur between the career consultant/intake specialist to ensure all barriers are discussed in a casual setting. Building rapport with the customer immediately upon meeting, within the intake interview as well as all meetings following will allow the customer to open up with as much information needed to serve them wholistically. Providing examples of partner agencies and services provided to assist with the identified barriers allows the customer to visualize what may be needed. In addition, describing the possible routes the customer will take throughout our programming can assist in their visualization on what they may be lacking, such as transportation to work or the need for childcare.

  3. tracey.hancock says:

    1. To whom in your local area do you refer them for this assistance?
    2. What techniques have you found especially helpful to use in an intake interview to discover barriers that a customer might be facing?
    3. Describe 1-2 techniques you use that work well for you.
    In my area, I would refer the customer to the Department of Health and Human Services. In this agency, you are able to get assistance for rental purposes through RAP (Rental Assistance Program), public assistance where you can get food stamps, and shelter services. These services are offered through the Montgomery County government. I may also refer them to churches or other places where they can get assistance with food specifically. These services often present drive-up and walk-up services for the customer.

    The technique that I have found especially helpful in an intake interview to discover barriers that a customer might be facing is to build a relationship with the customer so that they trust me. Then I will ask the customer questions and allow them to fully answer without interjecting. It is important for the customer to feel comfortable conversing with me so that I can give the best possible services.

    Some technique that works well for me is to build a relationship with my customers, so they trust and feel comfortable with me. Another method is to assure the customer by eye contact and posture that I am listening to them and understand what they are saying. These things will make my customers feel comfortable and will allow me to assist them in a way that will be beneficial to them.

  4. tracey.hancock says:

    The services indicated in this post are able to provide a lot of great opportunities for customers. The customer is given several options to help in a rental and food situation. They are given shelter opportunities, onsite dining facilities with housing, Food Banks, and assistance for those who are in jeopardy of losing their homes.
    I also think their technique of open-ended questions is good because it allows customers to talk and share more so that they can be assisted thoroughly and based on their needs.
    It is always good to listen attentively to the customers so that you can learn about them. It is also good to take notes so that you can go back and review them after the conversation so that you can assure that everything is being done for a customer.

    Reply

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