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Success Story: Haley 

Haley, a bright-eyed ambitious high school senior with barriers due to a traumatic brain injury, spoke clearly of her life dreams. She also expressed her gratitude for the opportunity to learn job skills by enrolling in Goodwill’s Customer Service Training Program, administered at Orchard View High School (OVHS).

Last year, as a result of Goodwill’s unique collaboration with Muskegon Area Intermediate School District (MAISD) and OVHS, Goodwill opened a micro-store, “Cardinal Corners,” inside the high school. Goodwill provides an 18-week training program for transitional students interested in working in the customer service / retail field. Using curriculum and a transferable customer certification from the National Retail Federation (NRF), students also receive hands-on training and real-world experience in operating the store.

Haley was highly motivated to train and complete her certificate. She diligently studied in the classroom, and successfully participated in the operations of school store.

After expressing a desire to work in a Goodwill store in the community, Haley was identified by her instructor to interview for a part-time opening at the Norton Shores Goodwill store.

Haley independently applied online for the position. With job interview coaching and assistance with her resume, Haley arrived prepared for the interview. She impressed the managers, and was offered the job. Shortly thereafter, she passed the final classroom exam earning the NRF certificate for customer service. She was very excited about accepting the job offer and receiving the certificate!

When talking with Haley, her ability to grow as a person is evident. She takes pride in her work and has a desire to work with people.

She continues to build her job skills, confidence, and independence through working. Her long-term goal / dream job is to work at Helen DeVos Children’s Hospital in Grand Rapids, providing child support services to help young people like herself.

While Haley still requires some assistance with making decisions, she is doing well in her self-advocacy. This recognition identifies and celebrates her achievements and her motivation for continual growth.

Customer Service Training Program
This program is a combination of classroom instruction and paid, on-the-job training to prepare participants for a career in customer service. The intensive program utilizes curriculum from the National Retail Federation providing an overview of the retail industry, customer service, sales, and operational strengths. Graduates will gain the skills and knowledge needed for entry-level customer service work.


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