F·E·G·S Health and Human Services System

1. F·E·G·SHealth and Human Services System Computer Resource Centers

2. Computer Training for the 9/11 Fund Employment Assistance Program Services provided: • Training • Job counseling • Language instruction • Other employment-related assistance Population served: Downtown workers unemployed since September 11.

3. Program Goal: • Employment related training for unemployed individuals with varied educational, career and language backgrounds

4. Challenges: • Providing the best tools, resources and instructional strategies to address computer training needs • Meeting everyone’s needs when the demand outgrows the capacity of our physical plant • Appropriate staffing—what kind of skills required? • Assessment of progress and evolving needs in an informal learning environment

5. Computer Labs • Computer Resource Center (downtown Manhattan) • Computer Literacy Center (Borough Hall, Brooklyn)

6. Tools • state-of-the-art PC’s • hi-speed Internet access Learning Environment • informal, accessible • warm, open, professional

7. Business & graphic design software Instructional software - PLATO - Mavis Beacon - Winway Resume E-learning courses SkillSoft Business software Instructional software - Rosetta Stone - Mavis Beacon Language and literacy resources online Learning resources Computer Resource Center: Computer Literacy Center:

8. One-on-one technical assistance Workshops Peer-to-peer instruction Project-based group instruction Partnering technology with language acquisition Instructional strategies Computer Resource Center: Computer Literacy Center:

9. Teacher-Created Materials

10. People skills & teaching experience more essential than hi-level IT skills Ability to work with individuals with wide range of computer knowledge Teaching experience in computer skills & English as a Second Language Bilingual, especially if working with monolingual group Staffing needs Computer Resource Center: Computer Literacy Center:

11. Feedback surveys Informal discussions with clients E-learning progress reports Evaluation of students’ work Test scores Assessment Computer Resource Center: Computer Literacy Center:

12. Addressing Challenges Challenge: Limited physical capacity (12-station lab) Solution: • Extend lab hours (until 7pm) • Add library of e-courses • Set a 3-hour/client limit for daily lab use • Challenge: • Tracking attendance for large volume of clients • Solution: • Daily sign-in sheets • E-learning offerings with Learning Management System to track online usage

13. Challenge: Lab staff works with people who have been through trauma Solution: • Policies supporting calm environment (e.g. no talking on cell phones) • Clear procedures for reporting and handling incidents • Regular communication with clients’ counselors • Training for lab staff

14. Benefits Client satisfaction Consistent positive feedback (both individual assistance and workshops) Clients report: • Learning valuable, marketable skills • Meeting others in similar circumstances • Spending time in professional workplace environment • Getting “out of the house” • Getting courteous assistance from instructors