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OCAPICA - YSPN <br />FY 2014-15 <br />by OCAPICA Case Management staff, and during which participants learn different styles of <br />communication, both verbal and non-verbal. Participants are also given the opportunity to <br />attend Leadership Workshops, wherein participants learn about skills and habits such as <br />self-efficacy, assertive communication, positive relationships, and conflict resolution, <br />Through these workshops, participants are able to amass the skills necessary to present <br />themselves well to employers and peers, learning better speaking skills through practice <br />and counseling from OCAPICA Staff. <br />D. OCAPICA participants go through a series of Job Readiness workshops, one of which is a <br />Customer Service workshop to help participants prepare to take the NRF exam. Participants <br />learn different strategies to provide superior customer service such as lead-in questions, <br />proper greetings, and dealing with difficult customers. <br />VIII. POST -SECONDARY EDUCATION <br />A. Program Staff will assist participants in entering post -secondary education by having <br />participants explore, identify, and develop post -secondary goals with the Case Manager <br />through the "My Action Plan" document. The Case Manager will assist participants with any <br />questions, issues, and concerns as they pertain to the participant's plan, such as assistance <br />with applying for Federal Financial Aid or information on the types of post -secondary <br />education. Participants will also be informed of workshops, conferences, and other events <br />that are related to post -secondary education to further assist their exploration and <br />successful entrance into post -secondary education. <br />B. Participants will have the opportunity to participate in field trips, student panels, and other <br />education/training exploration activities. Program Staff will help connect participants to <br />resources that will assist in the attainment of accredited credentials, certificates, and/or <br />diplomas. With the Case Manager, participants will identify and develop a plan to assist <br />with the attainment of certification through the "My Action Plan" document. Once a plan <br />has been established, the Case Manager will refer participants to the appropriate avenues <br />and support the participant. For example, if a participant comes in as a high school dropout, <br />the Case Manager will assist him/her in identifying if a GED or high school diploma is the <br />best option for him/her and then support the participant in finding a program or school in <br />which to enroll. <br />IX. TUTORING <br />A. In addition to staff, OCAPICA recruits college -level tutors from CSUF and other area colleges <br />to provide one-on-one and small group assistance to program participants to aid in both <br />their classes and to build their literacy/numeracy skills. Should a participant need additional <br />EXHIBIT A <br />