FIT4JOBS project in Latvia

FIT4JOBS ("Delivering on skills for growth and Jobs" Nr. VP/2013/010/181)

Building the Skills employers needfit4jobs

Project progress in

Latvia Partner meeting, April 21-22,

Lisbon

Mara Jakobsone,

Irisa Zvagule

LIKTA

AGENDA

• Inviting, identifying and recruiting candidates

• Cooperation with state employment agency

• Invitation and Negotiation with employers

• Identifying and selecting the training providers

• General dissemination activities

• Training schedule

• Job Seekers Survey Results (preliminary data)

• Evaluation of Candidates

• Curricula and training

Candidate Invitation

• Online surveys localized, uploaded to Moodle platform ( 104 answers received )

• Youth candidate invitation channels identified, explored : • State Employment agency clients ( aged 16-29)

• University dropouts ( mostly after 1 st grade )

• Technical colleagues graduates without any work experience

• Unregistered youth without work experience, especially in regional cities, to be invited via municipalities andtelecentres

• A high level meeting organized on 7th of January: • Representatives from Ministry of Welfare• Representatives from different departments of State

Employment agencies• Representatives from LIKTA

• Cooperation topics discussed : • Invitation of State Employment agent clients• Long- term unemployed youth proposed by agency• Aptitude tests and surveys introduced to career consultants

of SEA• LIKTA experts present at SEA info days during GOW 2015 ,

meeting with unemployed youth

Cooperation with StateEmplolyment agency

• Lack of enthusiasm by unemployed youth

• Competing proposals by youth guarantee projects• Less demanding on training schedule and outcomes

• Able to offer scholarships

• Less demanding on practical outcomes and employment goals than FIT4JOBS

• Employment Agency consultants claim tests too complex

Candidate Selection ProblemsIdentified in LV

Actual Channels to Invite andInvolve Candidates

• Largest Job vacancy portal in Latvia CV Online:

http://www.cv.lv/

• Largest private advertisement portal :

https://www.ss.lv/

Have special chapter «looking for job «

• Get Online week 2015 newsletter

Distributed to over 200 regional partners

Engage with Employers

SECTION 1: MULTINATIONAL CORPORATIONS WITH LOCAL PRESENCE

COMPANY NAME CITY PARTICIPATION

Microsoft Latvia Riga

Willing to host student visits to their premises; Willing to provide input

into the curriculum

EVRY Latvia Riga Willing to provide input into the curriculum

Visma Enterprise Riga

Willing to provide input into the curriculum; Willing to prarticipate in

selection and/or referral of students

ATEA Latvia Riga Willing to provide input into the curriculum

Swedbank Latvia RIga Willing to provide input into the curriculum

Engage with Employers

SECTION 2: NATIONAL INDIGENOUS COMPANIES (LARGE)

COMPANY NAME CITY PARTICIPATION

Lattelecom Liepaja

Willing to provide input into the curriculum; Willing to prarticipate in

selection and/or referral of students; Willing to host student visits to

their premises; Willing to provide students with work experience;

Willing to select and interview course graduates for jobs

Lattelecom BPO Contact Center Rezekne

Willing to provide input into the curriculum; Willing to prarticipate in

selection and/or referral of students; Willing to host student visits to

their premises; Willing to provide students with work experience;

Willing to select and interview course graduates for jobs

Engage with Employers

SECTION 3: SME'S(INDIGENOUS)

COMPANY NAME CITY PARTICIPATION

Addo Solutions Riga

Willing to prarticipate in selection and/or referral of students; Willing

to give advice to students on CV & interview preparation; Willing to

participate in mock interview sessions

SOAAR Riga Willing to host student visits to their premises

DATA Media Group Riga Willing to provide development of curricula and selection iof students

Training Scheduled for 3 Locations

Rezekne

• 12 young people selected for training

• Training started mid April

• Employer – Lattelecom BPO

Liepaja• 10 young people will be selected for training

• At the stage of interviews, training to start at end of April

• Employer : online service 177

Riga• 18 candidates for interviews

• Training of 12-15 young people

• Several employers

Selection of Training Companies

• Market offers for ICT + Soft skills training providers analyzed

• 5 companies contacted, project idea presented

• Selection based on : • Previous experience in ICT and employment skills training

• Expertise to work with young people

• Flexibility to develop training fitting to employers needs

• Previous references

• Baltic Computer Academy selected

• Will provide training in all 3 locations

FIT4JOBS ("Delivering on skills for growth and Jobs" Nr. VP/2013/010/181)

Building the Skills employers needfit4jobs

Official Data on Youth Unemployment

in Latvia

Unemployed Young PeoplePortrait in Latvia*

• 9,2 % from all unemployed are youth

• 89% aged 20-24 years

• 72% are unemployed up to 6 months

• 18% are unemployed from 6 to 12 months

* The Data source: State Employment Agency (NVA)

Portrait of Unemployed Youth by Level of Education*

10%

27%

31%

27%

5%

HIGHER VOCATIONAL SECONDARY ELEMENTARY LOWER THAN ELEMENTARY

* The Data source: State Employment Agency (NVA)

FIT4JOBS ("Delivering on skills for growth and Jobs" Nr. VP/2013/010/181)

Building the Skills employers needfit4jobs

Job Seekers Survey Results

(preliminary data)

Job Seekers Survey Results(preliminary data)

• 104 participants

General information

24%

76%

Age

15-17 18-25 26-35 35+

60%

40%

Occupational Status

UNEMPLOYED

STUDENT/NEVERWORKED

Job Seekers Survey Results(preliminary data)

13%17%

50%

20%

Higereducation

Vocational Secondary Elementary

Education level

Access to PC

• 100% have computer athome

• 98% have access to a computer and Internet in a public facility

• 93% are using internet to access jobs information and applications for job

• 90% are using computer to access online shopping

27% 23%13%

37%

5-10 11-20 21-30 30+Hours per week

Using of computer (hours per week)

Computer Skills

• 65% have completed basic ICT courses

• 95% have not completed more advanced ICT courses

• 97% have not completed any e-learning courses in ICT

0%

37%

63%

30%

53%

17%

POOR AVERAGE GOOD

ICT skills (self-evaluation)

Basic skills Advanced skills

Employability and Employment

• 90% have been previously employed ( as waiters, nursies, assitants, salespersons)

• 50% expect to have a job in ICT in three years time

• 63% applying for job occasionally; 23% weekly;

14% every day

80%

17% 3% 0%

<1 YEAR 1-2 YEARS 2-4 YEARS 5+ YEARS

Period of Unemployment

60%

40%

Confidence of Finding a Job

CONFIDENT NOT CONFIDENT

60%40%

Impact of Good ICT Skills on Finding a Job

HIGH IMPACT MEDIUM

Self-Employment

YES23%

Maybe53%

NO24%

INTEREST OF STARTING A BUSINESS

• 30% have attended training how to start

their own business;

Equality/Inclusion

Always57%

Frequently40%

Occasionally 3%

Using of ICT for Communicating with Others

20%

36%17%

10%

17%

Using of ICT for Communicating with Others

5 h/w 10 h/w 15 h/w 20 h/w 20 + h/w

FIT4JOBS ("Delivering on skills for growth and Jobs" Nr. VP/2013/010/181)

Building the Skills employers needfit4jobs

Evaluation of Candidates

Evaluation and Selection Method

• Competence based approach for evaluation

• Required competence profiles generated

• Testing of candidates

• HR expert interviews

• Training

• Job interviews

• Follow-up evaluation

Required Competence Profile

• Expected job position:• Operator/customer service representative at a call

center

• Customer service representative for ICT and shared services companies

• Required competence profile:• Verbal reasoning, Number reasoning, Visual speed and

Accuracy (Aptitude test )

• Basic computer skills

• Orientation on customer

Tests

• Test consisting of 3 parts:I Aptitude tests - Verbal reasoning, Number reasoning, Visual speed and Accuracy (timing 30 min)

II Basic computer skills (20 q 15 min)

III Orientation on customer (20 q 20 min)

Total: 1h 5 min

Aptitude Test Example

FACTS Mr. J does not smoke. Mr. K and all of his friends do smoke. Mr. K is not an aviator. Mr. K has a friend who is an aviator. CONCLUSIONS

T F X

1. Mrs. J does not smoke.

T F X

2. Mrs. J is a smoker.

T F X

3. All aviators smoke.

T F X

4. Some aviators smoke.

T F X

5. Mrs. J is an aviator.

Find the pattern in each series, decide what number should come next, and mark it in the answer columns. Work these problems now.

1. 1 4 7 10 13 16 19 ?

20

21

22

23

24

2. 20 18 16 14 12 10 8 ?

7

6

5

4

3

S D

100 100

S D

31.67 31.67

S D

38 83

S D

# 9156 # 63291

S D

$63291 $63291

S D

.222227 .222227

Verbal reasoningNumber reasoning

Visual speed and accuracy

Basic Computer Skills - Test Example

1. Files can be deleted using the button:

Delete

Backspace

Tab

Enter

2. What command sequence must be completed to copy the text in document?

Copy and Undo

Copy and Paste

Cut and Paste

Cut and Copy

Orientation on Customer Test Example

Q: An aggressive customer visits your office and expresses his resentment towards your company in a loud voice. Which of the following may make the conversation more productive? (More than one correct answer possible.)

A:Adjusting to customer’s manner of speaking

Telling a joke and laughing together

Waiting until customer winds out

Offering a seat

Offering a glass of water

Orientation on Customer Test Example

Q: Why is it important to have friendly relationship with your colleagues?

A:It is going to be harder for the manager to fire you that way

That way you can share the newest gossip

They may help you in difficult situations

That way you get the easiest tasks assigned

Because it reflects positively on your promotion chances

Interpretation of Test Results

Test Expected Result Suggested Action Training

Aptitude test >50% combined score

HR expert interviews No

Orientation on customer

>30% score HR expert interviews Yes

Basic computer skills >50% score HR expert interviews Yes

• Exceptions:

• Lower scores in some tests may be accepted on case by casebasis if job prospects are available

Selection of Candidates

• The selection of candidates was done at 3 geographic locations:• Rezekne (partner Lattelecom BPO call center)

• Eastern region; the highest unemployment rates

• For training programm is selected 12 youth

• Liepaja (partner Online Service 177)• Western region

• Currently going a selection process (~8-10 youth are going to be selected for training)

• Riga• Capital city; highest concentration of people

• Currently going a selection process (~ 12 youth are going to beselected for training)

Average Test Results

%

LogicalAptitude

Combined

BasicComputer

Skills

Orientationon

Customer

Combined Score

Min 34 40 5 45

Average 73 72 50 65

Max 94 95 74 82

FIT4JOBS ("Delivering on skills for growth and Jobs" Nr. VP/2013/010/181)

Building the Skills employers needfit4jobs

Curricula and training

Training

• 3 competences planned for training:• Work Related skills (Orientation on customer)

• Technical skills (general and specific)

• Softskills

Training methods:

• Modular classroom training

• On the job training/mentoring

• Expected training results and proficiency levels:• Orientation of customer –intermediate

• Technical skills – intermediate to advanced

Curricula for Rezekne

Customer service representative for ICT and Shared Services companies

(Contact Center Support Specialists)

490 h

Training objectives

To improve young people information and communication technologies skills, social skills, and employment skills. The training goal is in short period of time to prepare young people for work in accordance with labour market requirements and trends.

Target audience

Unemployed young people aged 15-25

Prerequisites

Participants have to pass successfully the selection process before the training.

Curricula for Rezekne

After successful training’s completion trainees will be able to

• Work effectively with office software – Microsoft Word, Excel, Outlook;

• Work with customer service support systems (Siebel CRM, TM Show, Power Agent);

• Use social networks, networking, and other internet resources for job searches;

• Prepare CV and motivation letters;

• Prepare for job interviews and present herself;

• Communicate with customers face to face, by phone and e-mail;

• Manage effectively time;

• Work effectively in team.

Curricula for Rezekne

Topics Training

h

1. TECHNICAL SKILLS

(Information and Communication Technologies in Customer

Service)

108

• Effective work with office software: Microsoft Office

Excel, Word, Outlook20

• Siebel CRM and other systems’ usage in customer

service40

• TMShow outbound telemarketing tracking tool 24

• PowerAgent telephony system24

Curricula for Rezekne

2. WORK RELATED SKILLS (Customer Service Skills) 98

• Remote communication with the customers 8

• Customers needs’ recognition 10

• Argumentation skills 8

• How to work effectivly in team environment 16

• Effective time management 16

• Personal efficiency 16

• Stress management 16

• Stress sources and consequences 4

• Conflict management 4

Curricula for Rezekne

3. EMPLOYMENT’ S SKILLS 24

Networking, social networking and other resources for job vacancies

searches4

CV and motivation letter preparation 4

How to behave in a job interview 8

4. TRAINING AT THE EMPLOYER (practice) 260

Thank you!

• www.likta.lv

• www.eprasmes.lv