Brooklyn's Progress
September 2003

By Cheryl M. Mann

Longstanding Brooklyn Chamber of Commerce Member Lisa A. Bing led a team of 20 volunteers in her role as president of the American Society for Training and Development – New York Metro Chapter (ASTDNY-Metro) to kick off the successful pilot of “Sensational Service! A Customer Service Training Program.” The kick off took place at the Workforce1 Career Center/Upper Manhattan, part of the NYC One Stop System, where 36 of 39 customers representing the Jamaica, Bronx and Upper Manhattan One Stops completed the five-day  program. Henrietta Lyle is the Upper Manhattan Center Director.

Kristin Nygreen, Executive Director, Public/Private Initiatives, reports that to date, 10 participants have gotten jobs.

“This was a terrific project for all involved.  Our members developed new relationships, new skills and they were excited to be able to give in this way.  I look forward to seeing a Brooklyn Workforce 1 Career Center soon,” Bing said.

JP Morgan Chase, HSBC Bank USA, Toys-R-Us, Home Depot and Banco Popular attended the final session and as a direct result four participants were hired shortly thereafter.

ASTDNY-Metro Chapter (American Society for Training and Development) is a non- profit member association of workplace learning and development professionals who work in every industry, representing private sector, government, non profits and small business. Their mission is to provide leadership to individuals, organizations and society in achieving work-related competence, performance and fulfillment.

The NYC One Stop System is committed to helping New York City businesses locate, hire and maintain a qualified and skilled workforce.

The pilot resulted from a partnership between ASTDNY–Metro, HSBC Bank USA and Small Business Services (formerly NYC Department of Employment). ASTDNY – Metro members, representing New York’s top training professionals volunteered their expertise and time over five months to write the curriculum and facilitate the 15-hour development experience. This project represents a successful model for leveraging resources in NYC and for expanding linkages with the business community.

The curriculum was designed with the direct input from employers who reported that communication and an orientation toward good customer service were basic needs to be addressed. Several employers (Toys-R-Us, Home Depot, HSBC, Citibank, JP Morgan Chase and Banco Popular) attended the final workshop which resulted directly in four hires.

Customers’ completing the program reported high satisfaction rates and found Sensational Service! helped build self-confidence, clarify workplace expectations and overall created a renewed excitement and readiness for work and career success.

ASTDNY – Metro was honored to be able to contribute nearly $350,000 worth of in kind services toward the development of the NYC workforce. Talks are under way now for how best to expand the program throughout the NYC One Stop System.

For more information: ASTDNY-Metro, go to http://www.astdny.org/ or contact Lisa A. Bing @ 718-398-8516; or the Workforce1 Career Centers:  Harlem (917) 493-7003; Queens (718) 557-6776; Bronx (718) 960-7098.