Five years ago, I began my career with Workforce Solutions as a greeter. Entering a new job can be exciting, or it can be terrifying. For me it was both. I was also 100 percent sure that this was going to be the easiest job ever. I was wrong. I immediately experienced being on the frontline, serving Workforce Solutions’ diverse population. Part of our goal is to help residents build careers in an inclusive manner, so that means we serve ALL residents.
We understand that Houston is a melting pot of many people and many stories. Our leaders considered this when developing methods on how we can help.
We use five principles that assure customers will receive great customer service. These principles were put in place so you (whether you’re a job seeker, employer, or training provider) can get a competitive advantage toward whatever is your career goal.
The I AM Workforce Solutions principles for customer service are:
- I AM Workforce Solutions to my customer
- I use my customer’s perspective to guide my work
- I understand the resources available throughout our system
- I can always help my customer even when I have to say “no”
- I learn from my mistakes and gain a better understanding of how to help my customer
Jane Doe was laid off and received notice that to obtain unemployment insurance (UI), she was required to visit her local Workforce Solutions career office and participate in job searching. When she arrived, the greeter welcomed her, checked her in to speak to an employment counselor for job search assistance, and directed her to the resource room floor to create a profile on Workintexas.com. While she waited to be seen, a resource room specialist helped her create a Workintexas profile and demonstrated how to maximize the number of employment opportunities matching her interests, skills, and qualifications. A short moment after she completed this application process, the pager she received from the greeter beeped indicating it was time to speak face-to-face with an employment counselor. At this particular moment, Work In Texas generated job leads, but not job leads that Jane was crazy about. Seeing the dissatisfied look on Jane’s face, our employment counselor informed her of free training opportunities provided by partnering community colleges. Weeks after this, Jane got a part-time job from Work In Texas, enrolled in training that lead to a certification, and continued to receive UI.
This is an ideal situation and whether or not your experience is like this, we continue to learn from our mistakes in order to serve you better. The I AM Workforce Solutions principles are used to train our staff, but who knows? If you apply those five principles to your job search and visit one of our career offices, you too might be celebrating a work anniversary five years from now.
Diego Trevino is a Regional Facilitator for Workforce Solutions in the Houston – Galveston area. Before joining the regional team, he served as a greeter, employment counselor and staffing specialist. Earlier in his career he traveled to South Korea where he taught students English. He uses past teaching experiences and present workforce knowledge to conduct job skills seminars throughout the 13 county Gulf Coast Region.