Driving Customer Service, a 60-hour employment training and placement program, assists low-income women and people of color in attaining jobs with family-sustaining wages in the customer service field. We are pleased to partner with TASC on this exciting new program.
The first three-week training began on September 14 at the YWCA Madison (101 E. Mifflin Street). After successfully completing the program, graduates were hired for jobs with either YW Transit or TASC. Dates for the next session of this program have not yet been set.
Training Program Curriculum
The Driving Customer Service curriculum begins with 40 hours of training on soft skills with the goal of giving individuals the foundation they need to succeed in employment. This foundation is enhanced by 20 hours in a choice of two customer-service focused tracks—either driving and safety training with the YW Transit program or training tailored to TASC customer service and taught in partnership with staff from TASC.
The class will meet all together with instructors from the YWCA and TASC Monday through Friday from 9 a.m. to 1 p.m. for two weeks of classroom instruction. During the first week, participants will strengthen their job search skills (applications, resumes, interviews) and "soft skills" (communication, conflict resolution, attitude, responding to feedback, teamwork). The second week of classroom instruction will focus specifically on customer service training, including trauma-informed care and cultural competency skills.
YW Transit Training Track
YW Transit provides transportation for people to get to and from work for a low monthly fee as well as contracted rides in the community. Students in this track must be able to pass the caregiver background check and the YWCA’s insurance screening.
After the first two weeks of general training, YW Transit track students will receive additional YWCA customer service and driving training from 1:30-3:30 pm during those two weeks, including: safety instruction for drivers, defensive driving, installation of car seats, CDL permit instruction and test preparation with YW Transit staff as well as job shadowing and driving practice under YW Transit Driver supervision. Upon successful completion of the program, YW Transit graduates will be eligible for a part-time position with YW Transit working up to 19 hours per week.
TASC Training Track
TASC is an industry-leading third party administrator of employee benefits. Customer Care Specialists at TASC provide phone and written customer service to clients and participants across the country. Students in this track must authorize a criminal background check and have the ability to provide exceptional customer service using multiple computer programs.After the first two weeks of general training, TASC track participants will continue meeting from 9-1 each day for a third week to receive specific training with TASC trainers to prepare for work in TASC’s call center, including a field trip to TASC, and some simulated practice calls and software navigation. Upon successful completion of the program, TASC participants will be eligible for full-time customer service positions with TASC.