SANTA ANA WORK CENTER STEM YOUTH PROGRAM (3)

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61 will learn what educational background is required, through one-on-one sessions with their Case Manager and WEX employer. We have included letters from a couple of our current STEM employers like Sandvik Coromant Academy, a metal cutting technology training company that has provided great mentoring and learning of the science, technology, and math behind their company. Sandvic along with other employers like UCI Ob Gyn Billing, City of Santa Ana Engineers, Coastal Composites Aerospace Company, and Goodwill Industries Computer Store are a few of the companies that worked with our youth and have said will participate again next year as work experience sites. Youth will be asked to journal their WEX experience and how they put to use or benefited from the 10 comprehensive components they received from CTE-ROP Customer Service Academy. Occupational Training: All participants will complete the CTE-ROP Customer Service Program consisting of 10 comprehensive components that will complement any STEM career. CTE-ROP will provide training in 10 specialized Customer Service categories focused on interpersonal and social skills and lead to a Certificate from the Career Technical Education Partnership (CTEp). This Customer Service Academy program consists of 10 eight -hour courses that will be presented in half -day segments (4 hours each class) for a total of 80 hours throughout the summer months. Students will receive certificates and training in the following specialized subjects that will enhance their personal, academic and professional lives: Customer Service, Career Planning, Workplace Professionalism, Attitude, Communication, Collaboration/Teamwork, Critical Thinking, Workplace Legal Issues, Time Management and Conflict Resolution. Following is a description of each course. 1. Customer Service - Students will explore key skills and attitudes necessary to effectively meet both internal and external customer needs ... this includes employers/colleagues and business clients respectively. Participants will be introduced to concepts and appropriate techniques for dealing with the different audiences, enhancing customer satisfaction and insuring positive communication. 2. Career Planning & Management - Students should make career decisions that are right for them. Career -ready individuals take personal ownership of their educational and career goals and manage their individual plan to attain these goals. They recognize the value of each step in the educational and experiential process, and they understand that nearly all career paths require ongoing education and experience to adapt to practices, procedures, and expectations of an ever -changing work environment. 3. Workplace Professionalism/Productivity -Career-ready individuals understand the obligations and responsibilities of being a member of a community and demonstrate this understanding every day through their interactions with others. They are aware of the impacts of their decisions on others and the environment around them, and they think about the short-term and long-term consequences of their actions. They are reliable and consistent in going beyond minimum expectations and in participating in activities that serve the greater good. 4. Attitude in the Workplace - Having the right attitude has a positive impact on the workplace and our interactions with customers. Topics in this course will explore how attitudes at work positively and negatively affect customer service, the organization's image, productivity, and employee retention. 5. Communication in the Workplace - Communication is critical in understanding what the customers want, when they want it, why they want it and what their expectations are. The best approach in trying to figure all this out is by means of being good listeners and communicators. This course will cover verbal and non-verbal communications as well as superior listening skills with the opportunity to practice techniques. EXHIBIT A