Cost Plus, Autumn Stark, General Manager, Office Depot, Ron Wall, Office Manager, Lowes, Mike Marrs, Store Manager, Scrape Dog Bakery, Cindy Biasier, Owner, Kid-N-Around, Sandra Gibson, Assistant Manager, Cal Java,Kim Allison, Manager, ABC Books, Beth Hart, Owner, Skypark - PowerPoint PPT Presentation
87
Slide 1 Cost Plus, Autumn Stark, General Manager, Office Depot, Ron Wall, Office Manager, Lowes, Mike Marrs, Store Manager, Scrape Dog Bakery, Cindy Biasier, Owner, Kid-N- Around, Sandra Gibson, Assistant Manager, Cal Java, Kim Allison, Manager, ABC Books, Beth Hart, Owner, Skypark Cleaner, Lorena Peden, Owner, Euro Bronze, Carolyn Gallagher, Owner, The Home Depot, Steve Kern, Assistant Manager, Cal Skate / Funland, Mike Seko, Owner, Mr. Kopy, Don Kidd,Owner, Pacific Sunglass, Reed Anderson, Owner, African Connection, Cecilia Richardson, Owner, Chico Quality Alterations, Ping W. Ma, Owner, Devine Styles, Loni Devine, Owner, Melody Records`, Ray Coppock, Owner, Nantucket, Rick Tofanelli, Owner, Gabriella Ferrar, Lisa Nolta, Owner, The Bookstore, John, Manager, Diamond W, David Halimi, Owner, Aca Taco, Olga Sanderson, Owner, Collier Hardware, Marc Lucena, Owner, San Francisco Flowers, Darlene Quayle, Business Services The NoRTEC Model Presented by Charles Brown Janis Trueblood Anna Brasart
Transcript
Slide 1Cost Plus, Autumn Stark, General Manager, Office Depot, Ron Wall, Office Manager, Lowes, Mike Marrs, Store Manager, Scrape Dog Bakery, Cindy Biasier, Owner, Kid-N-Around, Sandra Gibson, Assistant Manager, Cal Java, Kim Allison, Manager, ABC Books, Beth Hart, Owner, Skypark Cleaner, Lorena Peden, Owner, Euro Bronze, Carolyn Gallagher, Owner, The Home Depot, Steve Kern, Assistant Manager, Cal Skate / Funland, Mike Seko, Owner, Mr. Kopy, Don Kidd,Owner, Pacific Sunglass, Reed Anderson, Owner, African Connection, Cecilia Richardson, Owner, Chico Quality Alterations, Ping W. Ma, Owner, Devine Styles, Loni Devine, Owner, Melody Records`, Ray Coppock, Owner, Nantucket, Rick Tofanelli, Owner, Gabriella Ferrar, Lisa Nolta, Owner, The Bookstore, John, Manager, Diamond W,David Halimi, Owner, Aca Taco, Olga Sanderson, Owner, Collier Hardware, Marc Lucena, Owner, San Francisco Flowers, Darlene Quayle, Manager, The Dungeon, Mike Salsen, Manager, Bella’s Skin Care, Nora Paivia, Owner, Pommes Frites, Jim Williams, Owner, Pulcinella, A. Tudises, Owner, Gigi’s, Debra Connon, Owner, Lulu’s, Debra Cannon, Owner, Woodstocks, Luke Jackson, Manager, Needham Studies, Mike Needham, Owner, Birkenstock, Celeste Baker, Owner, House of Rice, Harold Nall, Owner, Phoenix Bld. Gift Shop, L. Mooehead, Owner, The Pita Pit, Mike Dakof, Owner, To Market, To Market, Sarah Dahl, Owner, Trucker, LLC, Luke Winter, Owner, For Elyse, Amber Kierig, Owner, Lots A Ja, Barbara Jaggat, Owner, Taqueria Maria’s, Fermin Rodriguez, Owner, The Home Depot, Debora Rost
Business Services
The NoRTEC Model
Business Services
The NoRTEC Model
Presented by
Charles BrownJanis Trueblood
Anna Brasart
Slide 2
Butte Del Norte *Lassen*Modoc*Plumas *ShastaSiskiyou*Tehama
Trinity
NoRTECNine County Consortium
Slide 3
The nine NoRTEC counties have a total population of 604,640 and a geographic area that covers over 31,000 square miles; over 19% of the total land area and less than 1.7% of the population of California.
Population density in NoRTEC ranges from 3 people per square mile in Modoc County, to 20 per square mile in Tehama County, to 128 per square mile in Butte County. (Compare to Alameda County at 2,032 people per square mile, Los Angeles County at 2,468 per square mile, and San Francisco County at 169,743 per square mile.)
It is a 650 mile round trip from the NoRTEC administrative offices to the One Stop in Crescent City.
From 85% to 95% of all individuals employed in the private sector in NoRTEC work for businesses that employ less than 10 people (2005 Annual Economic and Demographic Profile Series, Center for Economic Development, California State University, Chico)
Slide 4
Business ServicesBusiness Services
Working Definition
A business service is an activity intended to enhance the stability and prosperity of one or more establishments.
Slide 5
Business Service CategoriesBusiness Service Categories
Primary Functions Business Start Up Business Expansion Business Vitalization Business Closure
Primary Service Clusters Business Information
Exchange Human Resource Support Employee Recruitment Employee Training Layoff Assistance Public Policy
Slide 6
160 businesses get started
554 businesses expand their operations
909 businesses, with vitalization/retention services
NoRTEC has helped:
Slide 7
NoRTEC has also provided:NoRTEC has also provided: 1,992 businesses with Information Exchange
Services (workshops and one-on-one consultation)
874 businesses with Human Resource Support (from customized recruitment to personnel policies, conformance with labor laws, etc.)
1,202 businesses with Employee Recruitment Services
374 businesses with Employee Training Services
225 businesses with Layoff Assistance Services 165 businesses with Public Policy Access
(workers compensation, health care, Small Business California, etc.)
Slide 8
WORKSHOPS FOR BUSINESSWORKSHOPS FOR BUSINESSEnterprise Zone Tax Credit SeminarWebsite Workshops (Put Your Business on the Internet Today)Conflict and ResolutionBusiness Start-up BasicsConducting Workplace InvestigationsHuman Resource AuditsLegislative & Case Law UpdateEffective & Legal Hiring PracticesTax Update for Small BusinessGroup Health Insurance InformationHow the Small Business Development Center Can Help YouFinding $$ for Your BusinessDoing Business with the GovernmentServSafe Certification (Certification for Restaurants)Celebrate Small BusinessMaster your Business MarketingPayroll Tax Reporting WorkshopHospitality Training Workshop
Slide 9
WORKSHOPS FOR BUSINESS(continued-2)
WORKSHOPS FOR BUSINESS(continued-2)
Life Skills TrainingCustomer Service MagicE-CommerceMotivating & Retaining your EmployeesPersonnel Policies, Staff Training, and Labor LawsPatent-to-Profit TrainingA Positive Approach to Discipline and Successful TerminationsAddressing Substance Abuse at WorkCompliance with Americans with Disabilities Act (ADA) and California Disabilities LawDisciplining Employees and Wrongful Termination SeminarNorth State V3 Economic Accelerator Program SeminarSmall Business ForumPersonal Safety in the Workplace SeminarCustomer Service WorkshopDiscipline, Termination, and Documentation ProceduresEffective & Legal Employee Performance AppraisalsSupervising for QualityWage and Hour Issues
Slide 10
WORKSHOPS FOR BUSINESS(continued-3)
WORKSHOPS FOR BUSINESS(continued-3)
Do's and Dont’s of Hiring and FiringAppreciation--the Magic Elixir for BusinessMinimum Wage Changes and Employer Tax CreditsUnderstanding a Diverse Workforce; Avoiding DiscriminationBusiness Computer TrainingEffective Position Statements/Beginning the Hiring ProcessThe Art of RecruitmentConducting InterviewsFoundations for Effective CommunicationPreventing Discrimination and HarassmentResolving Conflicts in the Workplace - Preventing & Managing StressHiring for Success - Avoiding Bad HiresEmployee Privacy Issues / Substance AbuseManaging the Leave Law Overlaps, including the New Paid Family LeavePerformance Appraisals - The Why, What & ResultsWorker Compensation UpdateLabor Law Update
Slide 11
WORKSHOPS FOR BUSINESS(continued-4)
WORKSHOPS FOR BUSINESS(continued-4)
Construction & Building Trade Labor Law SeminarTake this Job and Fun ItManaging Employee Leave LawsHiring to TerminationHuman Resources 101Key to Excellent Customer ServiceRetaining EmployeesFive Star Customer Service WorkshopHow to Create the Perfect EmployeeHow to Expand Your Marketing on a ShoestringBusiness Plan BasicsFinancial Basics for BusinessDomestic Violence in the WorkplaceFrom Recruitment to Hiring to Retention Understanding Unemployment Insurance WorkshopCalifornia Labor Law
Slide 12
WORKSHOPS FOR BUSINESS(continued-5
WORKSHOPS FOR BUSINESS(continued-5
Controlling Worker's Compensation Costs WorkshopBuild Your Business by Building Your Employees4 Part Supervisor Workshop:
Excelling as a First Time Supervisor
How to Become a More Effective Supervisor
From Co-Workers to Customers: The Art of Working With Difficult People
Getting Organized
Slide 13
BUSINESS/EMPLOYER BASED TRAININGBUSINESS/EMPLOYER BASED TRAINING
“Hire the right person, and train them on the job.”
“Businesses need training, too.”
OJT/Work Experience
Customized Training
Internet Classes
Workshops
Slide 14Mt. Lassen Properties, Vicki Lazane, Owner, Maria’s Walkers, Maria Sanchez, Owner, Diamond Mountain Casino, Bonnie Myers, HR Manager, Janesville PreSchool, Jill Ault, Advisory Board, Idaho Grocer, Renee Jones, Owner, Westwood FRC, Tonya Moore, Director, County Cleaners, Penny Ariz, Owner, UPS Store, Andrew Warran, Owner, Edge Wireless, Marnie Jones, Supervisor, Dyer Mountain Associates, Jerry Duffy, Resource Manager, The Elegant Iris, Blake Huntala, Owner, Susanville Super, Todd Eid, Manager, Burger King, Joe Adair, Manager, Black Bear, John Granet, Mgr/Owner, The Apple Peddler, Jim Wolcott, Manager, Starbucks, Kathy Chambless, Manager, Rite Aid Pharmacy, Jenny Peter, Store Manager, Wal-Mart, Denise Lewis, Personnel Manager, Pezzullo & Aussett, Julie Aussett, CPA, Partner, Sierra Army Depot, Kathleen L. Schneider, HR Specialist, Manuel’s Alignments, Manuel Granadas, Owner, Mt. Lassen Properties, Jennifer Gorahoff, Associate, Gold Run Realty, Jim McCarty, Owner, ERA, Rocky T. Joy, Owner, HUSA, Bill Noonberg, Exectutive Director, City of Susanville, Community Development, Bill Netche, Director, Lassen County, Darren Winham, Chief, Economic Dev,. Pioneer Auto Body Inc., Jeanne Cain, CFO/Secretary, Sharp Office Service, Carol Sharp, Owner, Niles Hotel, Jim Vaughan, Manager, Brown’s Alturas Pharmacy, Kathy Brown, Owner, Four Seasons Supply, Ruth Adams, Bookkeeper, Desert Rose Casino, Pat Enz, HR, Alturas Tires,Kathy Aeretto, Bookkeeper, Hareldis Frosty, Miguel Costa, Owner, Barber Shop, John Schrelbea, Owner, Seab’s True Value, Seab McDonnell, Owner, Splinter’s Auto Glass, Ken Dobbs, Partner, Main Street Coffee, Teri Harolson, Owner, Pizza & Pasta Place, Stan Yagi, VP, Classie Lassie, Audie Ferry, Owner, Modoc County Title, NJ Cockrell, Manager, Bethels Propane, Leta Bethel, Owner, Modoc Stereo & Supply, Jim Crandall, Owner, The Bottle Shop, Sylvia Keller, Owner, Modoc National Forest, Nancy Gardner, Public Affairs & Econ. Recovery, Modoc Record, Rick Holloway, Publisher, Hopkins Consulting, Alan Hopkins, Owner, Carstens Motors, Robert H. Carstens, Owner, Waltons Auto Care, Ken Walton, Owner, Les Schwab Tire, Andy Johnston, Manager, RMS Real Estate, Roy Ferry, Owner, Modoc Business Supply Delores DeWitt, Part Owner, Department of Rehabilitation, Tim Spetnagel, Rehab. Counselor, Black Bear Diner, Brenda Newton, General Manager, Likely Garage, John L. Abbate, Owner, Likely Fire District, Dewayne Matthews, Fire Chief, Likely General Store, Rod Weed, Owner, Modoc Veterinary Center, Joe Catania, Owner, Surprise Valley Electric, Dan Silveria, Manager, Thomas F. Kramel, OD, Tom Kramel, Owner, Golden Rose Production, Harry Boulade, Owner, The Belligerent Duck, George Wistos, Owner, Modoc Co. Office of Education, Dr. Vanston, Shaw Co. Supervisor of Schools, Four Corners Market, Donald Bailey, Manager, The Munch Box, Toni Ziegler, Owner, Wild Mustard, Barbara Weed, Owner, Niles Hotel, John Vass Owner, SCFO Head Start, Brenda Poteete, Executive Director, Every Blooming Thing, Melissa McCoy, Owner, Deal & Davie Inc. PA Deal, Owner, Plumas Bank, Mark Solomon, Manager, H T & A, CPA’s, Jeff Trump, Partner, Michael Nye Electric, Michael Nye, Owner, Miller’s Custom, Rhonda Jones, Bookkeeper, Susanville Indian Rancheria, Stacy Dixon, Tribal Chairman, Lassen County, Cynthia Celaya, Development Spec. Big Valley Power, Robert Pauley, Manager, Big Valley Family R.C., Donna Worden, Office Manager, Larry’s Spirit, Larry Morgaeto, Owner/Operator, Jackson Service Center, Terry Lacka, V.P., Les Schwab, Tyler Lathe, Assistant Manager, LCOE, Robert Pace, Director, Green Stitches, Loretta Green, Owner, Integrated Insurance Broker, Richard Parker Owner, Auto World, Robert Barboza, Owner, Hodge Podge Lodge Pam Hunt, Owner, Lassen Co. Federal Credit Union, Cherilyn Murphy, Bookkeeper, Community Planning & Adv. Council, Barbara Tiner, Executive Director, Country Victorian Charm, Wende Brewer, Owner, Johnson’s Shoes, Scott Johnson, Owner, Hungry Moose, Cathy Klein, Owner, Payless Building, Robin Jones, Manager, Doyle Motors, John Doyle, Owner, Bustamante Fine Art, Julie Bustamante, Owner, My Favorite Things, Sue Chaffer, Owner, Forest Office Equipment, Ron ReBell, Owner, Dr. Taylors, Veterinary, Boyd A. Taylor, Jr., DVM- Owner, Lassen High School, Debbie Fry, Chief Business Officer, Pat’s Antiques, Pat Huflich, Owner, Frosty Mill, Darrel C. Cox, Owner, Dons Custom Glass, Karen White, Owner, Susanville GO, Shawn Cox, Owner, Susanville Nursing and Rehab Center, Donna Muslin, DSDLC, Alcohol & Drug, Teri Schuela, Senior Admin. Clerk, Round Table Pizza, Gordon Dowell, General Manager, Dollar Tree, Inc., Virginia Tilley, Manager, LMUD, Evelyn Twitchell, Manager, Hole-In-One
Phase I: Making Business Services a Primary Focus
Phase II: Establishing Gateway Activities and a Successful Marketing Program
Phase III: Fee for Service and Understanding Return on Investment (ROI)
Slide 15Almanor Travel, Rosie Shulz, OwnerChester Manor, Glen Long, OwnerNorthwoods Gallery, Heather Long, Owner Pyramid Point, Jim Roscoe, Owner Hock Engineering, Fred Hock, Owner Almanor Satellite, Bill O’Neil, Owner Chester Video, Doug Miller, Owner Dan Smith Construction, Dan Smith, Owner Buzz Mart, Kathy Swor, Owner Plumas Sierra REC, Karen Worthington, Accountant Plumas Sierra Local Net, Nancy Bibb, Staff Assistant Plumas Sierra REC, Judy Martini, HR Manager City of Portola, Leslie Tigan, City Clerk Wiggins Trading Post, Richard Wiggins, Owner Daniel Wentling, Gen. Cont,. Daniel Wentling, Owner Lake Davis Resort, Tony Olsen, Owner E. Quincy Comm. Srvs. Dist, .Mary Henrict, Manager AFWD, Inc, .Joe Kowalski, Employment Spec. Drs. Gilman & Gilman, Diane Cencak, Office Manager Forest Stationers, Cheryl Reinitz, Owner Courthouse Café, Kim Morrison, Owner Plumas Rural Services, Paula Johnston, HR Director Plumas Co. Mental Health, Bianca Harrison, Fiscal Officer Cal-Sierra Title, John Seibel, Chief Title Officer Round Table Pizza, Kathy Alvarez, Office Manager Central Plumas Rec. Dist., Uddam Som, Sports Coordinator Gregory Sawyer, DDS, Margie Sawyer, Corporate Secretary Greenville Rancheria & Tribal Health Program, Marj Goosey, HR Mgr Evergreen Market, Jeff Finch, HR Manager Dr. Hugh Eltgroth, Roberta Linoz, RDA Taylorsville Tavern, Debbie Allen, Manager Plumas Pines Resort, Kevin Williams, Manager Roundhouse Council, Julie Neill, Administrative Asst. Sierra Sunrise Coffee House & Deli, Christy Crowell, Owner Bob’s Automotive, Julie Neill, Bookkeeper Almanor Energy Plus, Monte Stelzeide, Owner Turner Excavating, Lynn Turner, Owner
Phase I: Primary Focus: Business First
Janis TruebloodDirector of Employer Services
Alliance For Workforce Development, Inc.Plumas, Lassen &
Modoc Counties, CA
Slide 16
A Little HistoryA Little History
Mini-victories begin to surface as the potential for Business Services becomes clear. Excitement grows!!
Programs begin to undergo gradual transformations.
Change begins and pain is felt throughout the entire consortium.
2001: NoRTEC issues a Business First directive.
Slide 17
Clearly Define Your Goals, Direction and Reasoning Behind Putting Business First!Clearly Define Your Goals, Direction and
Reasoning Behind Putting Business First!
For our rural areas, over 90% of businesses are SMALL – less than 5 employees. Business services means
keeping them strong, being involved with their hiring process and compliance
needs and staying in regular contact.
If the business community is healthy, the job seeker can
only benefit.
Slide 18
Internal Shift to Business FirstInternal Shift to Business First Begin to educate WIB’s, Boards, and Staff. Direction must be supported from the top down.
Review and/or streamline traditional processes that conflict with the Business First philosophy
All processes should support and be consistent with Business First goals.
Slide 19
Develop a Business PlanDevelop a Business Plan
– Plan should be dynamic-reviewed as needed.
– Focus may change depending on needs of business climate.
– Forced our organization to do a SWOT analysis.
Benefits
Provides a road map, helped us address strengths & weaknesses (staffing – do we
have who we need to do what we want to do? Created opportunity to leverage staff/hire
staff with HR backgrounds).
Slide 20
Staffing Specialist vs. Job DeveloperStaffing Specialist vs. Job Developer
Realign organizational chart, job descriptions, duties of staff to reflect Business First focus.
Staffing Specialist?
H.R. and Training Representative?
Business Consultant?
Slide 21
Staff Skills MatrixStaff Skills Matrix
Identify staff talent, skills and experienceWith limited staff and decreased funding, our counties had to better utilize their current staff. Who would have known that we had so much talent right before us!
Traci Holt, pictured left, was hired as community coordinator. With a great background in human resources, today Traci’s role has changed to AFWD-Lassen Operations Manager and Senior HR Consultant. Traci is responsible for public relations, coordinating HR solutions for business services, promoting one-stop center activities, facility management, and daily staff supervision. She is also very involved with local economic development.
Traci Holt with Megan Dahle, wife of County Supervisor Brian Dahle, who owns and operates Big Valley Seed Company.
Slide 22
Changing the Program CultureChanging the Program Culture
– Make Business First an organizational focus and not a stand alone department. Involve all staff in planning and product development.
– Remember: Change can be very difficult for some people. Celebrate each step and find ways to ease the stress.
– The more your staff knows and understands the business community, the more they can support the effort.
Slide 23
Changing the Program CultureChanging the Program Culture
– Some staff are more “entrepreneurial” than others and can help create new roles for themselves. Help find roles for those less able at knowing how to transfer their talents. Some roles are very public, others are behind the scenes. All are important.
– Become a first point of contact for the business community. This takes adopting a “whatever it takes” attitude to meet the needs of business. They need a quick response. How will you make that happen?
Slide 24
Natural Flow of Being the First Point of Contact
Haws, Theobald and Aumen, CPA’s
Natural Flow of Being the First Point of Contact
Haws, Theobald and Aumen, CPA’s
A premier CPA firm with 10 employees, Haws, Theobald and Auman experienced turnover when three long standing team members left the firm.
Instead of placing a newspaper ad, Ken Theobald, CPA Partner and WIB member, contacted his local One Stop instead.
Staff at Haws, Theobald and Auman, CPA’s
Slide 25
First Point of ContactFirst Point of Contact
Working closely with the firm, AFWD HR Consultant Holly Schirmer (and their first point of contact) wrote and placed a large classified ad to attract candidates for Payroll Specialist and Full Charge Bookkeeper.
She then collected applications at the One Stop, performed initial prescreenings, set up interviews, participated in the interviews, checked references and sent follow-up letters on behalf of the firm.
Follow-Up
ReferenceChecks
Screening
InterviewInvolvement
Recruiting
First Pointof Contact
Slide 26
Haws, Theobald and AumenHaws, Theobald and Aumen
“ Working with AFWD saved us a tremendous amount of time and expense throughout the entire process. Holly even performed background checks which are very time consuming. It was also great to have her expertise during the interview process to ensure we were in compliance with current hiring practices. We are proud to have AFWD as a new ‘partner’ in our business – they are tremendous resource to our communities. ”
--Ken Theobald
Slide 27
Ongoing Professional Development Ongoing Professional Development
California Staffing ProfessionalsCalifornia Accredited Consultants (CAC), NoRTEC 80+ CAC’s
Society of Human Resource ManagementProfessional Human Resource Certification (PHR)Senior Professional Human Resource Certification
(SPHR)
Business Services with Greg Newton
Marketing with Celina Shands
Attending our own workshops!
Teaching and researching our own trainings!
Slide 28
External Shift to Business First!External Shift to Business First!
Establish yourself as a Credible Business Partner.
Allow time for this step to happen.
Look for opportunities to partner with non-traditional partners/create subtle image shift.
For our counties, an HR toolkit, varied business workshops and special events helped establish us as the go-to source for business matters.
Slide 29
Integrate Job Seeker and Business Services
Integrate Job Seeker and Business Services
Internal Communication-Promote constant exposure to business needs and issues.
Utilize staff strengths identified in the matrix. Assure staff are educated on business needs.
How can we help? Provide job ready clients.
Streamline processes and you will get results. Increased WIA enrollments and increased job placements equals increased customer satisfaction!
Slide 30
Sierra Pacific Industries, Kendall Pierson Tehama Co. Dept. of Ed., Bob Douglas Martin’s Gardens, Claudia Martin, Owner North Valley Services, Al Skaggs, Director Physical Therapy & Wellness, Jan Potanovic Umpqua Bank, Michelle Hake, Store Manager Home Depot, Tim Anderson, Store Manager Tehama Local Development Corp., Dexter Wright Etzler Finanacial, Matt Etzler, CEO Department of Rehabilitation, Terri WinsteadLouisiana Pacific, Marian Richardson, Admin Asst III Orthopedic Surgical Institute, Fredi BarneyJB Woodworks, Jessica Miller, Manager/SecretaryNCCDI (Head Start), Amy Grosch, Asst. DirectorPactiv Corp., Laura Daniel, HR Admin.Greenwaste of Tehama, Amanda Walter, Site Manager PJ Helicopters, Julie Benson, Executive Asst. Express Personnel Services, Lisa Ballestrasse JP Office Products, Patty Lingenfelter, President Palomino Room, Doug Reed, Owner Alternatives to Violence, Dianne Rabalais Tehama Tire, Gary Gabel, CEO Shasta Fasteners, Kim Barbanck, Owner Red Bluff Shell, Robin Ripley, Manager Re/Max Real Estate, Ken Robison, Owner Dolling, Inc., Tod Dolling, Owner Super 8 Motel, Jayu Bhavan, Owner Dr. Stephen Datu, Tami Ross, Office Manager Carbonell Chiropractic, Clare Carbonell, Office Mgr Durrer Rehab, Linda Durrer, Voc. Rehab. Counselor Westside Sales, Ben Finefrock, Owner Hampton Inn & Suites, Scott Kelly, General Manager County of Tehama, James Little, Building Official Rolling Hills Casino, Bruce Thomas, CEO Corning Truck & RV, Barbara Boot, Secretary-Treasurer Corning Medical Associates, Adrienne Frost Corning Chamber of Commerce, Valanne deBourg
Janis Trueblood - Gateway Activities
Anna Brassart - MarketingExecutive Director
Smart Business Resource CenterShasta County, CA
Phase II: Gateway Activities, Marketing
Success
Slide 31
Gateway ActivitiesGateway Activities
A strong, proven service that allows you to establish 1) your own credibility and 2) a solid foundation for an ongoing working relationship with the business.
The service must be:
• Needed and valued by the business
• Free or low-cost (increases with credibility/confidence)
• High quality
• A priority product/service for your staff
• Able to provide you broad exposure to the business community
• Consistently delivered again and again and again…
Slide 32
GatewaysGatewaysPertinent Information
Workgroups - Labor Law, Websites, Profitability . . . Community Forums - Workers Comp, Economic Development
Job OrdersPosting - Full Service RecruitmentJob Fairs - Focused with Workshops
ReferralsOther BusinessesOther Government (Planning, Licenses)Economic Development
OpportunitySexual Harassment TrainingServSafe
Business Resource CenterLibrary, Consultation, Facilities, Computers/Programs, Internet…
Marketing
Slide 33
Not Your Standard Job Posting SystemNot Your Standard Job Posting System
• Combines all recruitment tools and strategies available with a single point of contact.
• On the average, manage 90-150 local jobs.
• High quality applicant pool.
• Working with nearly 90% of business start-ups and major expansions.
Slide 34
Sierra Pacific Industries, Kendall Pierson Tehama Co. Dept. of Ed., Bob Douglas Martin’s Gardens, Claudia Martin, Owner North Valley Services, Al Skaggs, Director Physical Therapy & Wellness, Jan Potanovic Umpqua Bank, Michelle Hake, Store Manager Home Depot, Tim Anderson, Store Manager Tehama Local Development Corp., Dexter Wright Etzler Finanacial, Matt Etzler, CEO Department of Rehabilitation, Terri WinsteadLouisiana Pacific, Marian Richardson, Admin Asst III Orthopedic Surgical Institute, Fredi BarneyJB Woodworks, Jessica Miller, Manager/SecretaryNCCDI (Head Start), Amy Grosch, Asst. DirectorPactiv Corp., Laura Daniel, HR Admin.Greenwaste of Tehama, Amanda Walter, Site Manager PJ Helicopters, Julie Benson, Executive Asst. Express Personnel Services, Lisa Ballestrasse JP Office Products, Patty Lingenfelter, President Palomino Room, Doug Reed, Owner Alternatives to Violence, Dianne Rabalais Tehama Tire, Gary Gabel, CEO Shasta Fasteners, Kim Barbanck, Owner Red Bluff Shell, Robin Ripley, Manager Re/Max Real Estate, Ken Robison, Owner Dolling, Inc., Tod Dolling, Owner Super 8 Motel, Jayu Bhavan, Owner Dr. Stephen Datu, Tami Ross, Office Manager Carbonell Chiropractic, Clare Carbonell, Office Mgr Durrer Rehab, Linda Durrer, Voc. Rehab. Counselor Westside Sales, Ben Finefrock, Owner Hampton Inn & Suites, Scott Kelly, General Manager County of Tehama, James Little, Building Official Rolling Hills Casino, Bruce Thomas, CEO Corning Truck & RV, Barbara Boot, Secretary-Treasurer Corning Medical Associates, Adrienne Frost Corning Chamber of Commerce, Valanne deBourg
“Louisiana Pacific’s Engineered Wood Products manufacturing facility here in Red Bluff exclusively uses Business One Stop Services for all its permanent hiring needs.”
Additional items were discussed/negotiated, including:
Customer ServiceHours of OperationEmployee Recruitment
Slide 38
Ray Jen Coffee CompanyRay Jen Coffee Company
Business Startup and Start Up Counseling
Employee Recruitment & Job Match Service
Business Workshops
“The business center is a wonderful service to this community. I haven’t found anything like this in Oregon; I wish these services were available in Bandon. Keep up the great work”
Slide 39
Ramada – Hiring, HR and TrainingRamada – Hiring, HR and Training
Kia OsborneGeneral Manager
“I’m VERY happy with the new staff, how they have worked hard together during the opening of our new Ramada…”
Slide 40
Ramada Inn & SuitesRamada Inn & Suites
Hiring
Referred by another business
Interview AssistanceRecruitment & Prescreening
Job DescriptionsInterpretation
Meeting Room Space
Employee Handbook
Human Resource Forms
New Hire PacketsEmployee
Orientation
Customer Service Training
Telephone Etiquette Training
2nd Hotel!
Interview AssistanceRecruitment & Prescreening
Job DescriptionsInterpretation
Meeting Room Space
Slide 41
MarketingMarketing
Slide 42
MarketingMarketing
The Challenge:
Small budgets
No full-time marketing people on staff
Making marketing a priority
How to go from marketing services to job seekers to marketing products to businesses (without looking like a government agency)
Slide 43
MarketingMarketingEstablish a Marketing Committee
Conduct market research
Identify writers on staff
Send staff to training
Make marketing a priority/plan ahead
Market in different ways: newspaper, radio, fliers, public speaking, direct mail, windows, free media, newsletter, special events, classes, other groups, etc…Keep track!!
Slide 44
NewslettersNewslettersLocal Emphasis
Non-traditional partnership lends to credibility
Contents:
LMI
Local TrainingOpportunities
HR Updates
Economic Development
Special Events
Slide 45
Background Businesses asked for a workforce
with strong customer service skills
Training was developed for Frontline Staff, and for Supervisors & Managers
National Customer Service Week a springboard for community awareness
Slide 46
External GoalsExternal Goals
1-week, county-wide celebration aimed at:
Increasing awareness about the importance of excellent customer service and its impact on the bottom line for businesses, and government; and
Starting an annual event that recognizes the businesses and individuals who provide excellent customer service.
Vision: Become known for great customer service county-wide.
Slide 47
PartnershipsPartnerships
Slide 48
Key ComponentsFifteen articles (written by One Stop staff) and two editorials on Customer Service featured in the Red Bluff Daily News
Community-wide voting for Best Customer Service (businesses and individuals):
Secret Shoppers visited over 100 local businesses looking for extraordinary people.
16 Winners received Certificates of Excellence, gifts certificates donated by local businesses, and special recognition in the Red Bluff Daily News
Awards Luncheon – VIP Speaker
Slide 49
OutcomesOutcomesExpect the Best a Success!
Increased attendance at Customer Service Training.
Established credibility as ‘subject experts’.
Enhanced relationship with the media.
Made an impact on the bottom line for local businesses.
Slide 50
For the past two weeks, we’ve published stories on the importance of great customer service. The authors of the series are Kathy Garcia and Brian Boyer of Business One Stop Services, a division of the Job Training Center. They have excelled in articulating how vital customer service is to a business that deals with the public.
-Red Bluff Daily News Editorial
Slide 51
Value to OrganizationValue to Organization
Customer Service Week
Job Fair Partnership
Senator Aanestad Visit
Included in long-term strategic plan.
$12,000
$ 9,000
$ 500
$21,500Total:
Slide 52 Redding Medical Center, Jean Blankenship, Retired Nursing Sup Wagner Electric, Bob Wagner, Retired Owner Newport Biosystems, Geoff Smith, Resource Develop. Manager Lehigh SW Cement Co., D. R. Griffith, Purchasing Manager Mt. Burney Storage, Lynn Miller, Owner Subway, Jane Heinan, General Manager Redding Bank of Commerce, Brenda Truett, AVPIS Supervisor Roberson Insurance, Linda Roberson, Owner/Manager Raab’s General Contr, .Cory Raab, Project Manager/Estimator Repco Paging, Kandace Friesen, General Manager US Bank, Jennifer Johnson, Sales & Service Manager Shasta Builder’s Exchange, Phil Quintana, Training Manager Blood Source North State, Margaret John, Admin Director XS Computers, Joshua Martinez, Owner Anderson Chamber, Tom Cowles, Board of Directors Lil Redhead Artworks, Tracy Piccinino, Owner Mary Kay Cosmetics, Tamara Andrews, Owner Corbett’s Restaurant, Melissa Corbett, Owner Eastside Hair Design, Froi Manuel, Stylist Cascade Circle, Inc., Phyliss Horner, Owner Anderson Athletic Club, Brad Frost, Owner Sarco Gas and Food, Nishtar, Owner Bartel’s Giant Burger, Carole Bartel, Co-Owner Shasta Family Chiropractic, Keri Barnes, Owner Shasta Builder’s Exchange, Cindy Lee, Marketing Kelly Services, Irish Robertson, Manager Shasta District Fair, Trish Strawn, CEO Computing Solutions, Kelly Engel, Owner Prime Outlets, Jim Holmos, Supervisor Industrial Optics Unlt., Kristie Fore, Co-Owner Roosters Landing, Perry Fore, Owner Knauf Insulation, Gail Shook, Plant Controller Calypso Cycle, Bob Day, Owner Gibson Heating, Jay Gibson, PresidentEconomic Develop. Corp., Naomi Geier, ManagerHardware Express, Terry Grafe, CFODH Scott & Co. LLP, Lawrence Dahl, Partner
Phase III: Fee for Service & ROI
Anna BrassartExecutive Director
Smart Business Resource CenterShasta County, CA
Slide 53 Redding Medical Center, Jean Blankenship, Retired Nursing Sup Wagner Electric, Bob Wagner, Retired Owner Newport Biosystems, Geoff Smith, Resource Develop. Manager Lehigh SW Cement Co., D. R. Griffith, Purchasing Manager Mt. Burney Storage, Lynn Miller, Owner Subway, Jane Heinan, General Manager Redding Bank of Commerce, Brenda Truett, AVPIS Supervisor Roberson Insurance, Linda Roberson, Owner/Manager Raab’s General Contr, .Cory Raab, Project Manager/Estimator Repco Paging, Kandace Friesen, General Manager US Bank, Jennifer Johnson, Sales & Service Manager Shasta Builder’s Exchange, Phil Quintana, Training Manager Blood Source North State, Margaret John, Admin Director XS Computers, Joshua Martinez, Owner Anderson Chamber, Tom Cowles, Board of Directors Lil Redhead Artworks, Tracy Piccinino, Owner Mary Kay Cosmetics, Tamara Andrews, Owner Corbett’s Restaurant, Melissa Corbett, Owner Eastside Hair Design, Froi Manuel, Stylist Cascade Circle, Inc., Phyliss Horner, Owner Anderson Athletic Club, Brad Frost, Owner Sarco Gas and Food, Nishtar, Owner Bartel’s Giant Burger, Carole Bartel, Co-Owner Shasta Family Chiropractic, Keri Barnes, Owner Shasta Builder’s Exchange, Cindy Lee, Marketing Kelly Services, Irish Robertson, Manager Shasta District Fair, Trish Strawn, CEO Computing Solutions, Kelly Engel, Owner Prime Outlets, Jim Holmos, Supervisor Industrial Optics Unlt., Kristie Fore, Co-Owner Roosters Landing, Perry Fore, Owner Knauf Insulation, Gail Shook, Plant Controller Calypso Cycle, Bob Day, Owner Gibson Heating, Jay Gibson, PresidentEconomic Develop. Corp., Naomi Geier, ManagerHardware Express, Terry Grafe, CFODH Scott & Co. LLP, Lawrence Dahl, Partner
"These workshops have been intriguing, educational, and inspiring. I love the group participation and the leadership of Tom and Inez. The interaction and the attention span is the best I have ever encountered.”
Funding for workforce development has declined nationally by 33% since 1985. Since 2000, California has lost over one-quarter of its WIA funding due to federal budget cuts. Shasta County’s funding has been reduced by 32%!
The Challenge: How to do more with less?
Slide 61
Funding
00-01 01-02 02-03 03-04 04-05
$7 Million
$6 Million
$5 Million
$4 Million
$3 Million
$2 Million
Slide 62
Centers
00-01 01-02 02-03 03-04 04-05
Seven
Six
Five
Four
Three
Two
Slide 63
Employees
00-01 01-02 02-03 03-04 04-05
100
85
70
55
40
25
Slide 64
The NoRTEC AnomalyThe NoRTEC Anomaly
By making business services a priority, we’ve been able to maintain past enrollment levels and increase participant training and job placements.
Slide 65
Participants
00-01 01-02 02-03 03-04 04-05
350
300
250
200
100
50
PlacementsTrainees
Projections
Slide 66
The NoRTEC AnomalyThe NoRTEC Anomaly
Better employment matches are being made, contributing to the long-term success of the business AND the job seeker.
Slide 67
Measuring a Return on Investment (ROI)
for Business Services
In Business Terms
Slide 68
Human Resource Outsourcing
Human Resource Outsourcing
At a minimum, the savings to local business are the costs associated with having a full time HR manager.
(Total average annual cost for one HR individual ($50,000) - average annual cost to employer for outsourcing HR services ($10,000) = annual dollar savings per employer) x number of employers utilizing HR services during the year (40) = total annual savings to local business community.
$40,000
(per employer)
$1,600,000
(Shasta County)
$14,400,000(NoRTEC)
Slide 69
Workshops and Learning Opportunities
Workshops and Learning Opportunities
At a minimum, the savings to local business are the difference in costs for attending a local workshop compared to the cost of attending the same workshop out of the local area.
(Average total cost of attending out of area workshops ($320) - average total cost of attending a local workshop ($45) = average savings per workshop) x number of business representatives attending local workshops during the year (180) = total annual savings to local business community.
$275(per employer)
$49,500
(Shasta County)
$445,500
(NoRTEC)
Slide 70
Employee Training CostsEmployee Training Costs
The savings to local business are the financial incentives we provide by offsetting training costs borne by the employer.
For reimbursement training, multiply employees hourly wage ($8.00) x % (50%) of hourly wage paid by business services program x number of hours in training (720) = amount per employee saved by employer. Sum of all employee wage savings during training (50) = total savings for the employer.
$2,880 (per employer)
$144,000 (Shasta County)
$1,296,000 (NoRTEC)
Slide 71
Labor Law WorkshopsLabor Law Workshops
In calendar year 2003, the California Labor Commissioner reported to the California Legislature a total of $22,231,791 in wages and fines recovered from California establishments for labor law violations.
Based on a report from the Division of Labor Standards Enforcement, the average cost per business for labor law violations can be calculated at $3,267. Attendance at labor law workshops ($45) should reduce or eliminate these costs for each business x number of businesses (50) attending the labor law workshops.
$3,222(per employer)
$161,100(Shasta County)
$1,449,900 (NoRTEC)
Slide 72
Cost Per Hire (CpH)Cost Per Hire (CpH)The cost of hiring a new employee includes internal recruiting costs (salaries, office space and supplies) and external recruiting costs (advertising, contingency and retainer fees, research costs, and fees for newspaper, trade magazine and Internet postings).
Using a conservative 75% of the $4,222 CpH established by www.staffing.org in their 2002 Staffing Metrics Benchmark Report, the savings to employers is $3,166 per hire x number of hires (496) assisted by the business services program = total dollar savings to employer.
$3,166 (per employer)
$1,570,336 (Shasta County)
$14,133,024(NoRTEC)
Slide 73
Employee RetentionEmployee Retention
At a minimum, the savings to the employer would be the average cost per hire of employees retained. Time and money spent on the employee, and lost productivity and experience resulting from turn-over should be considered also. This calculation will easily reach 150% of the employee’s annual salary.
150% x average annual salary ($28,000) x number employees turning over (50).
$42,000 (per employer)
$2,100,000(Shasta County)
$18,900,000 (NoRTEC)
Slide 74
Customer ServiceCustomer Service
Good customer service should increase customer loyalty, increase the customer base (word of mouth) and lead to some increase in sales.
Assuming a conservative 5% increase in sales, the formula is 5% x average revenues ($50,000) x number of businesses receiving customer service training (50).
$2,500(per employer)
$125,000 (Shasta County)
$1,125,000 (NoRTEC)
Slide 75
Website DevelopmentWebsite Development
Having a website ensures a much larger audience for products and 24/7 availability resulting in increased visibility and sales.
Assuming a conservative 5% increase in sales, the formula is 5% x average revenues ($50,000) x number of business websites developed (62).
$2,500(per employer)
$155,000 (Shasta County)
$1,395,000(NoRTEC)
Slide 76
Hiring Tax CreditsHiring Tax Credits
Tax credits reimburse businesses that are investing in our communities by hiring and expanding.
Enterprise Zone Tax Credit vouchering allows an average savings per qualified employee per year of $7,020 (for five years) – fee ($60) x number vouchered (792) in a year = total annual savings for employers.
$6,960 (per employer)
$5,512,320 (Shasta County)
$11,024,640(NoRTEC)
Slide 77
Do Business
Services Make Cent$?
$64,169,064(NoRTEC)
Slide 78
Customer SatisfactionCustomer Satisfaction
As a private business person, I am signing this statement in support of NoRTEC and to highlight that our business and employees are benefiting, and our local community is benefiting, from NoRTEC’s focus on Business Services.
NoRTEC’s bold, fresh approach to providing Business Services has enhanced the relevance of job programs for the business community.
NoRTEC's emphasis on providing human resource services directly to businesses, including good hiring and personnel practices, compliance, labor law, training, customer service, and other related support is refreshing and contributes to regional economic vitality and expansion of meaningful employment opportunities.
Slide 79
Customer SatisfactionCustomer Satisfaction
Over 1,000 signatures from businesses in support
of NoRTEC’s focus on business services.
Slide 80
Nurina Tonkin, ShopkoVictoria G. Wood, West Redding Preschool
Sheri D’Angelo, Bail Bond ConnectionJoan Scott, Shasta Eye Associates
Sue Becker, Willow SpringsJessica Quintana, Sierra Oaks
David Blancett, Friendly ComputingLisa Endicott, McConnell Arboretum Jennifer Levens, Options for YouthTobin M Roe, Sr., J&D Automotive
Michael Martin, WSR Conservation Dist.Steve VanOrden, Cottonwood Medical Grp.
Carley Silber, Haven Human SocietyMyron Tisdel, KIXE
James W. Wallers, Affordable AutomotiveDonna Haddox, Hue & Cry Security
Marilyn Robertson, Home DepotMichael Reynolds, Lake College
Robin Thomas, California Physician ReimbursementJeff Heiman, JD Trucking
Daphne Kohn, Frozen GourmetJasmal Kanolloli, Best Western Hospitality
Amy Clearwater, ManpowerLinda Kingston, We the People
Robin Miedema, John Vanderwerff, DDSShireen Erlei, Orchard NutritionDawn Jordan, Mobile Designs
Traci, Welcome Home Asst. Lvg.Larry Ritchie, Redding Health Insurance
Jeff Gerety, Gerety’s LandscapingMark Morris, Redding Paint Mart
Ken Levens, Levens BooksLinda Pearson, Angel Tip and Healing
Jim Savage, LongsPam Currie, Shasta Lake Floors
Jolene Hart, Coca ColaAlan Bell, Sierra Pacific Industries
Tina Hollin, Crown MotorsRon Mancasola, Farmers Sentry Market
Marilyn McCollam, Slender Lady
Slide 81
Bruce McDilda, Deadline CreativeKellie Belcastro, World Telecom
Linda Albright, Albright & AssociatesNeva Bennett, Oakdale Heights
Mimi Aung, Dr. AungMarvin Husa, Husa & SonsMelissa Wilson, COMPASS
Joy Kevessaka, Court St. SurgeryRichard VanWylie, VanWylies Custom Framing
Robert Chibante, Bear Ridge SystemsJ. Hill, Front Street Baking Co.
Debe Hopkins, Lassen View RealtyTerry Steele, Shasta Lake City ChamberLarry Montgomery, Mt. Shasta ChamberSandra Downs, Sandra Downs Property
