enterprise development track screen for success best practices for screening youth into employment...
TRANSCRIPT
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ENTERPRISE DEVELOPMENT TRACK
SCREEN FOR SUCCESS
BEST PRACTICES FOR SCREENING YOUTH INTO EMPLOYMENT PROGRAMS AND FORMAL SECTOR JOBS
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Welcome!
You will leave the session with:
• Insight into the Youth Employment Program Screening Assessment Framework & Maturity Questionnaire
• A practical example of how organizations from South Africa approach the screening of high potential, disadvantaged youth into impact sourcing jobs
• A view on your how your own practices are assessed using the above
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Assessment Framework
Technical Competencies:Set of job related skills that are
instrumental in delivering results
Questionnaires & Psychometric Assessments
KnowledgeSkills
ExperienceQualification
Assessment METHODS
Behaviour Based
Interviewing
Work Sample Assessments
Questionnaires & Psychometric Assessments
Assessment DIMENSIONS
MotivationAmbitionValuesInterest
Personal Attributes
Capability / AbilityCognitive/EQ/Physical
KnowledgeSkills
ExperienceQualification
Prediction of Competence Potential
Behavioural Competencies:Set of behaviours that are instrumental in
delivering results
Technical Competencies:Set of job related skills that are
instrumental in delivering results
Assessment BENCHMARK
Competence - displayed behaviour
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Assessment Framework
Processes – Consistently applied
Technology - Fit for purpose
Ethical and Legal considerations – appropriate to own country
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CareerBox: Case Study for Impact
Actual paying Jobs
Attracted More than 8000 youth Employed 2000 youth into
Digital Economy Positive impact on poorer communities
Positive impact on economy & ECONOMIC
Impact on Households
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CareerBox: Business Model
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Timeframe for Impact
Recruit
TrainPlace
2 Weeks
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How do we Transform?• Understand the workplace
expectationsWorkplace Culture & Etiquette
• Understand Contact Centres, Multimedia & Digital technologiesContact Centre
Industry
• Understand how to communicate Telephonically & via Web Chat Call Handling &
Communication Skills
• Understand and demonstrate telephonic & web chat sales Negotiation Skills
• Understand how to manage attitude, money, safety, goal setting and dealing with change
Personal Management
2 Week Speed to Competence
programme:
• Interactive & intense
• Blend theory & Practical know
how
• Assessments: Pre, Post, During
• Immersion into world of work
• Manage Expectations:
Workplace & Learner
• Quality
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Challenges
Psychometric Testi ngLearner Tracking System
Lack of computer SkillsWORLD OF WORK E x p o s u r e
Limited opportuniti es requires Screening
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What do we Assess?
• Converse with a Customer telephonically
• “Connect” with the Customer
• Clarify Customer’s request
• Provide relevant information
• Objection handling
• Responding to Customer queries via webchat
• Productive and contributing team player
• Customer resolution
• Maintaining quality and compliance to company standard
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What do we Assess?
• Attitude• Alignment of expectations
• Confidence• Rapport Building• Conscientiousness• Customer Orientation
• Ability to relate to given information
• Basic reasoning and understanding – numeracy, literacy
• Language skills• Pronunciation
• Email / Computer Skills• Typing, Accuracy
• Previous work experience
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Scaling Candidate Selection Process
“Ideal” candidates for the training program
Highest Tech
Highest Touch
Candidate Selection Funnel
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How do we Assess?
Telephonic Interview
Group Presentation
Group Assessment
Individual Assessment
One – One Interview
Client Interview
1 2 3 4 5 6
• Ability to Converse
• Tone & Pace
• Language skills
• Pronunciation
• Group Interaction
• Flexibility in tone
• Ability to relate to given information
• Communication
• Attitude• Listening• Confidence
• Basic reasoning and understanding – numeracy, literacy
• Email / Computer Skills
• Typing, Accuracy
• Previous work experience
• Candidate Suitability
• Alignment of expectations
• Rapport Building
• Objection handling
• Listening skills
• Compliance• Customer
Orientation
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Closing Remarks
Making Cents developed a webinar on Assessment Framework
Access webinar and tools online here:www.youtheosummit.org/youthscreeningassessmentframework
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Contact Details for Presentation
Marina PretoriusPrincipal Consultant / Industrial PsychologistEOH Human Capital [email protected]+27 82 451 3836
Lizelle StrydomOperations [email protected]+27 83 785 0355