2. Today is your first step to your future as a fully trained Support Staff at the West
Valley Americas Job Center of California. We are one of many AJCC centers
across the United States. Our facility is designed to give all the resources available
to all individuals that are a minimum of 18 years or older. Our dedicated staff is
committed to the struggling unemployed worker and hopes to provide them with
every tool available for success in their employment search needs. Our goal is to
build a stronger community through employment, education and training for each
and every family across the San Bernardino County.
.
We envision accomplishing this goal through our specialized programs that are
structured for the needs of the Veterans, youth, elderly, low income and those
individuals who have been on probation or parole. We believe in your goals and
through guidance and supportive services that you will give as well as receive have
been designed through the WIA (Workforce Investment Act).
Welcome to our Team!
WORKFORCE TEAM GOAL

3. W.I.A. ORIENTATION
 Support Staff recruits are required to complete a
Questionnaire for Services.
 All new Support Staff must attend orientation before being
assigned any work related tasks.
 Attending orientation is the first step to enter into the WIA
program.
 WIA orientation gives customers an overview of services.
 Clients are assigned and given contact information of their
advisor during orientation.
 We also offer a Spanish orientation with an interpreter.

4. ATTENDING WORKSHOPS
America’s Job Center of California (AJCC) offers a variety of
workshops designed to help empower people with the key
tools to assist them in obtaining employment Monthly
calendar leaflets are located at reception as well as in the
Resource Room All new support staff will be required to
attend all workshops and should take notes to be better
informed of all aspects of our services. The list below is a
common list of workshops offered at out facility. Please
promote our workshops.
 The Winning Resume
 The Interview
 Networking Unlimited
 Basic computer skills
 Labor Market Information
 Navigating CalJobs
 Job Search
 Veterans Networking Club
 Veterans Job Search
 Spanish Job Search

5. TRACKING YOUR PROGRESS
Your level of training is determined by the duration of time assigned by
the program, your WEX Worker and by individual participation and
retention of training areas. We work as a team so if any of the following
areas need support, we come together to keep all departments running
efficiently. If you see your help is needed then please be an active team
member and lend a hand. During your time here you will be trained in
some of the areas listed below.
 Reception Services
 Resource Room/customer service
 Telephone Navigation
 Data Collection/Processing
 Recruitment Intake Specialist
 Advisor Support
 Orientation Facilitator
 Workshop Facilitator
 Problem Resolution
 Office safety procedures

6. RECEPTION SERVICES
 Greet visitors with a smile.
 Checking in clients for appointments or walk-ins.
 Navigating Outlook email to contact staff.
 Promoting services through WIA guidelines.
 Review first stage of application process.
 Right to work verification.
 Scheduling orientations.
 Data processing.
 Sending and receiving a fax transmmital
 Distribute resources and leaflets
 Learn the priority of client confidentiality

7. THE RESOURCE ROOM
 Tracking computer usage of clients through a daily sign in
sheet.
 Assisting customers with registering on our website
www.CSB-Win.org as well as resetting forgotten passwords.
 Maintain up to date posting of current job
listings/opportunities.
 Assist customers with printing, emailing and uploading of
resumes
 Check paper and replenish printer paper as needed.
 Maintain a clean and organized customer experience at all
times.
 Report any misuse of computer equipment
 Protect clients privacy

8. DATA PROCESSING/CASE NOTES
 Verifying site visitor registration into our system through
the use of visitor sign-in cards used at Reception Services
 Case note clients profile with updated information from
their most recent contact and/or visit.
 Create client profiles as needed by supervisor instruction
only.
 Update related spreadsheets
 Learn the priority of client confidentiality

9. TELEPHONE NAVIGATION
• Proper phone etiquette
• Learn to transfer/forward/hold calls
• Prescreen calls in order to transfer them to
proper destination
• Answering general questions with an
understanding of our services offered.
• Learn to look up callers information to
help guide them in their participant
within our services.
• Learn the priority of client confidentiality

10. ASSISTING ADVISORS
 Making customer follow-up calls
 Schedule appointments
 Documentation and case note of new employments
 Purging files
 Updating spreadsheets
 Creating monthly reports
 Changing peoples lives
 Learn the priority of client confidentiality

11. PROBLEM RESOLUTION
• Be solution based
• Do not complain in front of customers
• Maintain a stress free environment
• If at anytime you feel overwhelmed by your duties,
please contact 1.Maisha, 2.Duty worker, 3. Backup Duty
worker and then Advisor
• If anyone threatens you in any way, please inform your
supervisor and/or our onsite security officer
• If there are any injuries that occur on the property, an
incident report must be made. Please contact the Duty
Worker of the day.

12. This concludes your Support Staff Orientation. We
hope you enjoy your experience at our center and
utilize all that is offered to you. Our forever goal is to
help you become a valued employee and a strong
team member with the ability to build a better career.
If you at any time are uncertain, need assistance or
have any questions, please ask any member of our
team. Everyone on our team is more than happy to
be of service.