Business Services The NoRTEC Model

1. Cost Plus, Autumn Stark, General Manager, Office Depot, Ron Wall, Office Manager, Lowes, Mike Marrs, Store Manager, Scrape Dog Bakery, Cindy Biasier, Owner, Kid-N-Around, Sandra Gibson, Assistant Manager, Cal Java, Kim Allison, Manager, ABC Books, Beth Hart, Owner, Skypark Cleaner, Lorena Peden, Owner, Euro Bronze, Carolyn Gallagher, Owner, The Home Depot, Steve Kern, Assistant Manager, Cal Skate / Funland, Mike Seko, Owner, Mr. Kopy, Don Kidd,Owner, Pacific Sunglass, Reed Anderson, Owner, African Connection, Cecilia Richardson, Owner, Chico Quality Alterations, Ping W. Ma, Owner, Devine Styles, Loni Devine, Owner, Melody Records`, Ray Coppock, Owner, Nantucket, Rick Tofanelli, Owner, Gabriella Ferrar, Lisa Nolta, Owner, The Bookstore, John, Manager, Diamond W, David Halimi, Owner, Aca Taco, Olga Sanderson, Owner, Collier Hardware, Marc Lucena, Owner, San Francisco Flowers, Darlene Quayle, Manager, The Dungeon, Mike Salsen, Manager, Bella’s Skin Care, Nora Paivia, Owner, Pommes Frites, Jim Williams, Owner, Pulcinella, A. Tudises, Owner, Gigi’s, Debra Connon, Owner, Lulu’s, Debra Cannon, Owner, Woodstocks, Luke Jackson, Manager, Needham Studies, Mike Needham, Owner, Birkenstock, Celeste Baker, Owner, House of Rice, Harold Nall, Owner, Phoenix Bld. Gift Shop, L. Mooehead, Owner, The Pita Pit, Mike Dakof, Owner, To Market, To Market, Sarah Dahl, Owner, Trucker, LLC, Luke Winter, Owner, For Elyse, Amber Kierig, Owner, Lots A Ja, Barbara Jaggat, Owner, Taqueria Maria’s, Fermin Rodriguez, Owner, The Home Depot, Debora Rost Business ServicesThe NoRTEC Model Presented by Charles BrownJanis TruebloodAnna Brasart

2. NoRTEC Nine County Consortium Butte Del Norte *Lassen*Modoc*Plumas *ShastaSiskiyou*TehamaTrinity

3. The nine NoRTEC counties have a total population of 604,640 and a geographic area that covers over 31,000 square miles; over 19% of the total land area and less than 1.7% of the population of California. • Population density in NoRTEC ranges from 3 people per square mile in Modoc County, to 20 per square mile in Tehama County, to 128 per square mile in Butte County. (Compare to Alameda County at 2,032 people per square mile, Los Angeles County at 2,468 per square mile, and San Francisco County at 169,743 per square mile.) • It is a 650 mile round trip from the NoRTEC administrative offices to the One Stop in Crescent City. • From 85% to 95% of all individuals employed in the private sector in NoRTEC work for businesses that employ less than 10 people (2005 Annual Economic and Demographic Profile Series, Center for Economic Development, California State University, Chico)

4. Business Services Working Definition A business service is an activity intended to enhance the stability and prosperity of one or more establishments.

5. Primary Functions Business Start Up Business Expansion Business Vitalization Business Closure Primary Service Clusters Business Information Exchange Human Resource Support Employee Recruitment Employee Training Layoff Assistance Public Policy Business Service Categories

6. NoRTEC has helped: • 160 businesses get started • 554 businesses expand their operations • 909 businesses, with vitalization/retention services

7. NoRTEC has also provided: • 1,992 businesses with Information Exchange Services (workshops and one-on-one consultation) • 874 businesses with Human Resource Support (from customized recruitment to personnel policies, conformance with labor laws, etc.) • 1,202 businesses with Employee Recruitment Services • 374 businesses with Employee Training Services • 225 businesses with Layoff Assistance Services • 165 businesses with Public Policy Access (workers compensation, health care, Small Business California, etc.)

8. WORKSHOPS FOR BUSINESS Enterprise Zone Tax Credit Seminar Website Workshops (Put Your Business on the Internet Today) Conflict and Resolution Business Start-up Basics Conducting Workplace Investigations Human Resource Audits Legislative & Case Law Update Effective & Legal Hiring Practices Tax Update for Small Business Group Health Insurance Information How the Small Business Development Center Can Help You Finding $$ for Your Business Doing Business with the Government ServSafe Certification (Certification for Restaurants) Celebrate Small Business Master your Business Marketing Payroll Tax Reporting Workshop Hospitality Training Workshop

9. WORKSHOPS FOR BUSINESS(continued-2) Life Skills Training Customer Service Magic E-Commerce Motivating & Retaining your Employees Personnel Policies, Staff Training, and Labor Laws Patent-to-Profit Training A Positive Approach to Discipline and Successful Terminations Addressing Substance Abuse at Work Compliance with Americans with Disabilities Act (ADA) and California Disabilities Law Disciplining Employees and Wrongful Termination Seminar North State V3 Economic Accelerator Program Seminar Small Business Forum Personal Safety in the Workplace Seminar Customer Service Workshop Discipline, Termination, and Documentation Procedures Effective & Legal Employee Performance Appraisals Supervising for Quality Wage and Hour Issues

10. WORKSHOPS FOR BUSINESS(continued-3) Do's and Dont’s of Hiring and Firing Appreciation--the Magic Elixir for Business Minimum Wage Changes and Employer Tax Credits Understanding a Diverse Workforce; Avoiding Discrimination Business Computer Training Effective Position Statements/Beginning the Hiring Process The Art of Recruitment Conducting Interviews Foundations for Effective Communication Preventing Discrimination and Harassment Resolving Conflicts in the Workplace - Preventing & Managing Stress Hiring for Success - Avoiding Bad Hires Employee Privacy Issues / Substance Abuse Managing the Leave Law Overlaps, including the New Paid Family Leave Performance Appraisals - The Why, What & Results Worker Compensation Update Labor Law Update

11. WORKSHOPS FOR BUSINESS(continued-4) Construction & Building Trade Labor Law Seminar Take this Job and Fun It Managing Employee Leave Laws Hiring to Termination Human Resources 101 Key to Excellent Customer Service Retaining Employees Five Star Customer Service Workshop How to Create the Perfect Employee How to Expand Your Marketing on a Shoestring Business Plan Basics Financial Basics for Business Domestic Violence in the Workplace From Recruitment to Hiring to Retention Understanding Unemployment Insurance Workshop California Labor Law

12. WORKSHOPS FOR BUSINESS(continued-5 Controlling Worker's Compensation Costs Workshop Build Your Business by Building Your Employees 4 Part Supervisor Workshop: Excelling as a First Time Supervisor How to Become a More Effective Supervisor From Co-Workers to Customers: The Art of Working With Difficult People Getting Organized

13. BUSINESS/EMPLOYER BASED TRAINING • “Hire the right person, and train them on the job.” • “Businesses need training, too.” • OJT/Work Experience • Customized Training • Internet Classes • Workshops

14. Mt. Lassen Properties, Vicki Lazane, Owner, Maria’s Walkers, Maria Sanchez, Owner, DiamondMountain Casino, Bonnie Myers, HR Manager, Janesville PreSchool, Jill Ault, Advisory Board, Idaho Grocer, Renee Jones, Owner, Westwood FRC, Tonya Moore, Director, County Cleaners, Penny Ariz, Owner, UPS Store, Andrew Warran, Owner, Edge Wireless, Marnie Jones, Supervisor, Dyer Mountain Associates, Jerry Duffy, Resource Manager, The Elegant Iris, Blake Huntala, Owner, Susanville Super, Todd Eid, Manager, Burger King, Joe Adair, Manager, Black Bear, John Granet, Mgr/Owner, The Apple Peddler, Jim Wolcott, Manager, Starbucks, Kathy Chambless, Manager, Rite Aid Pharmacy, Jenny Peter, Store Manager, Wal-Mart, Denise Lewis, Personnel Manager, Pezzullo & Aussett, Julie Aussett, CPA, Partner, Sierra Army Depot, Kathleen L. Schneider, HR Specialist, Manuel’s Alignments, Manuel Granadas, Owner, Mt. Lassen Properties, Jennifer Gorahoff, Associate, Gold Run Realty, Jim McCarty, Owner, ERA, Rocky T. Joy, Owner, HUSA, Bill Noonberg, Exectutive Director, City of Susanville, Community Development, Bill Netche, Director, Lassen County, Darren Winham, Chief, Economic Dev,.Pioneer Auto Body Inc., Jeanne Cain, CFO/Secretary, Sharp Office Service, Carol Sharp, Owner, Niles Hotel, Jim Vaughan, Manager, Brown’s Alturas Pharmacy, Kathy Brown, Owner, Four Seasons Supply, Ruth Adams, Bookkeeper, Desert Rose Casino, Pat Enz, HR, Alturas Tires,Kathy Aeretto, Bookkeeper, Hareldis Frosty, Miguel Costa, Owner, Barber Shop, John Schrelbea, Owner, Seab’s True Value, Seab McDonnell, Owner, Splinter’s Auto Glass, Ken Dobbs, Partner, Main Street Coffee, Teri Harolson, Owner, Pizza & Pasta Place, Stan Yagi, VP, Classie Lassie, Audie Ferry, Owner, Modoc County Title, NJ Cockrell, Manager, Bethels Propane, Leta Bethel, Owner, Modoc Stereo & Supply, Jim Crandall, Owner, The Bottle Shop, Sylvia Keller, Owner, Modoc National Forest, Nancy Gardner, Public Affairs & Econ. Recovery, Modoc Record, Rick Holloway, Publisher, Hopkins Consulting, Alan Hopkins, Owner, Carstens Motors, Robert H. Carstens, Owner, Waltons Auto Care, Ken Walton, Owner, Les Schwab Tire, Andy Johnston, Manager, RMS Real Estate, Roy Ferry, Owner, Modoc Business Supply Delores DeWitt, Part Owner, Department of Rehabilitation, Tim Spetnagel, Rehab. Counselor, Black Bear Diner, Brenda Newton, General Manager, Likely Garage, John L. Abbate, Owner, Likely Fire District, Dewayne Matthews, Fire Chief, Likely General Store, Rod Weed, Owner, Modoc Veterinary Center, Joe Catania, Owner, Surprise Valley Electric, Dan Silveria, Manager, Thomas F. Kramel, OD, Tom Kramel, Owner, Golden Rose Production, Harry Boulade, Owner, The Belligerent Duck, George Wistos, Owner, Modoc Co. Office of Education, Dr. Vanston, Shaw Co. Supervisor of Schools, Four Corners Market, Donald Bailey, Manager, The Munch Box, Toni Ziegler, Owner, Wild Mustard, Barbara Weed, Owner, Niles Hotel, John Vass Owner, SCFO Head Start, Brenda Poteete, Executive Director, Every Blooming Thing, Melissa McCoy, Owner, Deal & Davie Inc. PA Deal, Owner, Plumas Bank, Mark Solomon, Manager, H T & A, CPA’s, Jeff Trump, Partner, Michael Nye Electric, Michael Nye, Owner, Miller’s Custom, Rhonda Jones, Bookkeeper, Susanville Indian Rancheria, Stacy Dixon, Tribal Chairman, Lassen County, Cynthia Celaya, Development Spec. Big Valley Power, Robert Pauley, Manager, Big Valley Family R.C., Donna Worden, Office Manager, Larry’s Spirit, Larry Morgaeto, Owner/Operator, Jackson Service Center, Terry Lacka, V.P., Les Schwab, Tyler Lathe, Assistant Manager, LCOE, Robert Pace, Director, Green Stitches, Loretta Green, Owner, Integrated Insurance Broker, Richard Parker Owner, Auto World, Robert Barboza, Owner, Hodge Podge Lodge Pam Hunt, Owner, Lassen Co. Federal Credit Union, Cherilyn Murphy, Bookkeeper, Community Planning & Adv. Council, Barbara Tiner, Executive Director, Country Victorian Charm, Wende Brewer, Owner, Johnson’s Shoes, Scott Johnson, Owner, Hungry Moose, Cathy Klein, Owner, Payless Building, Robin Jones, Manager, Doyle Motors, John Doyle, Owner, Bustamante Fine Art, Julie Bustamante, Owner, My Favorite Things, Sue Chaffer, Owner, Forest Office Equipment, Ron ReBell, Owner, Dr. Taylors, Veterinary, Boyd A. Taylor, Jr., DVM- Owner, Lassen High School, Debbie Fry, Chief Business Officer, Pat’s Antiques, Pat Huflich, Owner, Frosty Mill, Darrel C. Cox, Owner, Dons Custom Glass, Karen White, Owner, Susanville GO, Shawn Cox, Owner, Susanville Nursing and Rehab Center, Donna Muslin, DSDLC, Alcohol & Drug, Teri Schuela, Senior Admin. Clerk, Round Table Pizza, Gordon Dowell, General Manager, Dollar Tree, Inc., Virginia Tilley, Manager, LMUD, Evelyn Twitchell, Manager, Hole-In-One • Phase I: Making Business Services a Primary Focus • Phase II: Establishing Gateway Activities and a Successful Marketing Program • Phase III: Fee for Service and Understanding Return on Investment (ROI)

15. Almanor Travel, Rosie Shulz, OwnerChester Manor, Glen Long, OwnerNorthwoods Gallery, Heather Long, Owner Pyramid Point, Jim Roscoe, Owner Hock Engineering, Fred Hock, Owner Almanor Satellite, Bill O’Neil, Owner Chester Video, Doug Miller, Owner Dan Smith Construction, Dan Smith, Owner Buzz Mart, Kathy Swor, Owner Plumas Sierra REC, Karen Worthington, Accountant Plumas Sierra Local Net, Nancy Bibb, Staff Assistant Plumas Sierra REC, Judy Martini, HR Manager City of Portola, Leslie Tigan, City Clerk Wiggins Trading Post, Richard Wiggins, Owner Daniel Wentling, Gen. Cont,. Daniel Wentling, Owner Lake Davis Resort, Tony Olsen, Owner E. Quincy Comm. Srvs. Dist, .Mary Henrict, Manager AFWD, Inc, .Joe Kowalski, Employment Spec. Drs. Gilman & Gilman, Diane Cencak, Office Manager Forest Stationers, Cheryl Reinitz, Owner Courthouse Café, Kim Morrison, Owner Plumas Rural Services, Paula Johnston, HR Director Plumas Co. Mental Health, Bianca Harrison, Fiscal Officer Cal-Sierra Title, John Seibel, Chief Title Officer Round Table Pizza, Kathy Alvarez, Office Manager Central Plumas Rec. Dist., Uddam Som, Sports Coordinator Gregory Sawyer, DDS, Margie Sawyer, Corporate Secretary Greenville Rancheria & Tribal Health Program, Marj Goosey, HR Mgr Evergreen Market, Jeff Finch, HR Manager Dr. Hugh Eltgroth, Roberta Linoz, RDA Taylorsville Tavern, Debbie Allen, Manager Plumas Pines Resort, Kevin Williams, Manager Roundhouse Council, Julie Neill, Administrative Asst. Sierra Sunrise Coffee House & Deli, Christy Crowell, Owner Bob’s Automotive, Julie Neill, Bookkeeper Almanor Energy Plus, Monte Stelzeide, Owner Turner Excavating, Lynn Turner, Owner Phase I: Primary Focus: Business First Janis TruebloodDirector of Employer Services Alliance For Workforce Development, Inc. Plumas, Lassen & Modoc Counties, CA

16. A Little History • 2001: NoRTEC issues a Business First directive. • Change begins and pain is felt throughout the entire consortium. • Programs begin to undergo gradual transformations. • Mini-victories begin to surface as the potential for Business Services becomes clear. Excitement grows!!

17. Clearly Define Your Goals, Direction and Reasoning Behind Putting Business First! For our rural areas, over 90% of businesses are SMALL – less than 5 employees. Business services means keeping them strong, being involved with their hiring process and compliance needs and staying in regular contact. If the business community is healthy, the job seeker can only benefit.

18. Internal Shift to Business First • Begin to educate WIB’s, Boards, and Staff. • Direction must be supported from the top down. • Review and/or streamline traditional processes that conflict with the Business First philosophy • All processes should support and be consistent with Business First goals.

19. Plan should be dynamic-reviewed as needed. Focus may change depending on needs of business climate. Forced our organization to do a SWOT analysis. Develop a Business Plan • BenefitsProvides a road map, helped us address strengths & weaknesses (staffing – do we • have who we need to do what we want to do? • Created opportunity to leverage staff/hire staff with HR backgrounds).

20. Staffing Specialist vs. Job Developer • Realign organizational chart, job descriptions, duties of staff to reflect Business First focus.

21. Staff Skills Matrix • Identify staff talent, skills and experience With limited staff and decreased funding, our counties had to better utilize their current staff. Who would have known that we had so much talent right before us! Traci Holt, pictured left, was hired as community coordinator. With a great background inhuman resources, today Traci’s role has changed to AFWD-Lassen Operations Manager and Senior HR Consultant. Traci is responsible for public relations, coordinating HR solutions for business services, promoting one-stop center activities, facility management, and daily staff supervision. She is also very involved with local economic development. Traci Holt with Megan Dahle, wife of County Supervisor Brian Dahle, who owns and operates Big Valley Seed Company. 

22. Changing the Program Culture • Make Business First an organizational focus and not a stand alone department. Involve all staff in planning and product development. • Remember: Change can be very difficult for some people. Celebrate each step and find ways to ease the stress. • The more your staff knows and understands the business community, the more they can support the effort.

23. Changing the Program Culture • Some staff are more “entrepreneurial” than others and can help create new roles for themselves. Help find roles for those less able at knowing how to transfer their talents. Some roles are very public, others are behind the scenes. All are important. • Become a first point of contact for the business community. This takes adopting a “whatever it takes” attitude to meet the needs of business. They need a quick response. How will you make that happen?

24. Natural Flow of Being the First Point of Contact Haws, Theobald and Aumen, CPA’s • A premier CPA firm with 10 employees, Haws, Theobald and Auman experienced turnover when three long standing team members left the firm. • Instead of placing a newspaper ad, Ken Theobald, CPA Partner and WIB member, contacted his local One Stop instead. Staff at Haws, Theobald and Auman, CPA’s

25. First Point of Contact • Working closely with the firm, AFWD HR Consultant Holly Schirmer (and their first point of contact) wrote and placed a large classified ad to attract candidates for Payroll Specialist and Full Charge Bookkeeper. • She then collected applications at the One Stop, performed initial prescreenings, set up interviews, participated in the interviews, checked references and sent follow-up letters on behalf of the firm.

26. Haws, Theobald and Aumen “ Working with AFWD saved us a tremendous amount of time and expense throughout the entire process. Holly even performed background checks which are very time consuming. It was also great to have her expertise during the interview process to ensure we were in compliance with current hiring practices. We are proud to have AFWD as a new ‘partner’ in our business – they are tremendous resource to our communities. ” --Ken Theobald

27. Ongoing Professional Development California Staffing ProfessionalsCalifornia Accredited Consultants (CAC), NoRTEC 80+ CAC’s • Society of Human Resource Management • Professional Human Resource Certification (PHR) • Senior Professional Human Resource Certification (SPHR) • Business Services with Greg Newton • Marketing with Celina Shands • Attending our own workshops! • Teaching and researching our own trainings!

28. Establish yourself as a Credible Business Partner. Allow time for this step to happen. Look for opportunities to partner with non-traditional partners/create subtle image shift. External Shift to Business First! For our counties, an HR toolkit, varied business workshops and special events helped establish us as the go-to source for business matters.

29. Integrate Job Seeker and Business Services • Internal Communication-Promote constant exposure to business needs and issues. • Utilize staff strengths identified in the matrix. Assure staff are educated on business needs. • Streamline processes and you will get results. Increased WIA enrollments and increased job placements equals increased customer satisfaction! How can we help? Provide job ready clients.

30. Sierra Pacific Industries, Kendall Pierson Tehama Co. Dept. of Ed., Bob Douglas Martin’s Gardens, Claudia Martin, Owner North Valley Services, Al Skaggs, Director Physical Therapy & Wellness, Jan Potanovic Umpqua Bank, Michelle Hake, Store Manager Home Depot, Tim Anderson, Store Manager Tehama Local Development Corp., Dexter Wright Etzler Finanacial, Matt Etzler, CEO Department of Rehabilitation, Terri Winstead Louisiana Pacific, Marian Richardson, Admin Asst III Orthopedic Surgical Institute, Fredi Barney JB Woodworks, Jessica Miller, Manager/Secretary NCCDI (Head Start), Amy Grosch, Asst. DirectorPactiv Corp., Laura Daniel, HR Admin. Greenwaste of Tehama, Amanda Walter, Site Manager PJ Helicopters, Julie Benson, Executive Asst. Express Personnel Services, Lisa Ballestrasse JP Office Products, Patty Lingenfelter, President Palomino Room, Doug Reed, Owner Alternatives to Violence, Dianne Rabalais Tehama Tire, Gary Gabel, CEO Shasta Fasteners, Kim Barbanck, Owner Red Bluff Shell, Robin Ripley, Manager Re/Max Real Estate, Ken Robison, Owner Dolling, Inc., Tod Dolling, Owner Super 8 Motel, Jayu Bhavan, Owner Dr. Stephen Datu, Tami Ross, Office Manager Carbonell Chiropractic, Clare Carbonell, Office Mgr Durrer Rehab, Linda Durrer, Voc. Rehab. Counselor Westside Sales, Ben Finefrock, Owner Hampton Inn & Suites, Scott Kelly, General Manager County of Tehama, James Little, Building Official Rolling Hills Casino, Bruce Thomas, CEO Corning Truck & RV, Barbara Boot, Secretary-Treasurer Corning Medical Associates, Adrienne Frost Corning Chamber of Commerce, Valanne deBourg Phase II: Gateway Activities, Marketing Success Janis Trueblood - Gateway Activities Anna Brassart - MarketingExecutive Director Smart Business Resource Center Shasta County, CA

31. Gateway Activities • A strong, proven service that allows you to establish 1) your own credibility and 2) a solid foundation for an ongoing working relationship with the business. • The service must be: • Needed and valued by the business • Free or low-cost (increases with credibility/confidence) • High quality • A priority product/service for your staff • Able to provide you broad exposure to the business community • Consistently delivered again and again and again…

32. Gateways • Pertinent Information • Workgroups - Labor Law, Websites, Profitability . . . • Community Forums - Workers Comp, Economic Development • Job Orders • Posting - Full Service Recruitment • Job Fairs - Focused with Workshops • Referrals • Other Businesses • Other Government (Planning, Licenses) • Economic Development • Opportunity • Sexual Harassment Training • ServSafe • Business Resource Center • Library, Consultation, Facilities, Computers/Programs, Internet… Marketing

33. Not Your Standard Job Posting System • Combines all recruitment tools and strategies available with a single point of contact. • On the average, manage 90-150 local jobs. • High quality applicant pool. • Working with nearly 90% of business start-ups and major expansions.

34. Sierra Pacific Industries, Kendall Pierson Tehama Co. Dept. of Ed., Bob Douglas Martin’s Gardens, Claudia Martin, Owner North Valley Services, Al Skaggs, Director Physical Therapy & Wellness, Jan Potanovic Umpqua Bank, Michelle Hake, Store Manager Home Depot, Tim Anderson, Store Manager Tehama Local Development Corp., Dexter Wright Etzler Finanacial, Matt Etzler, CEO Department of Rehabilitation, Terri Winstead Louisiana Pacific, Marian Richardson, Admin Asst III Orthopedic Surgical Institute, Fredi Barney JB Woodworks, Jessica Miller, Manager/Secretary NCCDI (Head Start), Amy Grosch, Asst. DirectorPactiv Corp., Laura Daniel, HR Admin. Greenwaste of Tehama, Amanda Walter, Site Manager PJ Helicopters, Julie Benson, Executive Asst. Express Personnel Services, Lisa Ballestrasse JP Office Products, Patty Lingenfelter, President Palomino Room, Doug Reed, Owner Alternatives to Violence, Dianne Rabalais Tehama Tire, Gary Gabel, CEO Shasta Fasteners, Kim Barbanck, Owner Red Bluff Shell, Robin Ripley, Manager Re/Max Real Estate, Ken Robison, Owner Dolling, Inc., Tod Dolling, Owner Super 8 Motel, Jayu Bhavan, Owner Dr. Stephen Datu, Tami Ross, Office Manager Carbonell Chiropractic, Clare Carbonell, Office Mgr Durrer Rehab, Linda Durrer, Voc. Rehab. Counselor Westside Sales, Ben Finefrock, Owner Hampton Inn & Suites, Scott Kelly, General Manager County of Tehama, James Little, Building Official Rolling Hills Casino, Bruce Thomas, CEO Corning Truck & RV, Barbara Boot, Secretary-Treasurer Corning Medical Associates, Adrienne Frost Corning Chamber of Commerce, Valanne deBourg Tehama County “Louisiana Pacific’s Engineered Wood Products manufacturing facility here in Red Bluff exclusively uses Business One Stop Services for all its permanent hiring needs.” Jamie Angley, Area HR/Safety Manager

35. #4: Success/Placement Take placement information Forward info to Admin for MIS Follow-up with Business BC’s identify needs for additional HR products and training HR part of full service to employers #1: Job Order/ HR QuestionBusiness Consultant (BC) primary contactSame Day Response Research issue and/or make referral. #2:Spread the Word --Hot Jobs Board --Email all staff --Place on AJB and database --Pull resumes from applicant pool. Critical for all staff being on the same page #3: Action/Service Contact applicants from pool Educate staff at morning meetings Collect prescreened apps/resumes Market through newspaper, Caljobs, AJB, monster.com, mini-job fairs Deliver apps to business. • Hot Jobs Board • 90-150 local jobs daily • Divided by industry clusters. Collected and prescreened by One Stop Staff

36. BCs inform One Stop Staff on what businesses are looking for in AM meetings #5: Success/Placement Business confirms hire and BC’s submit placement information to Admin. Staff Job Seeker confirms hire to any staff member who submits placement information to Admin. Staff #1: Job Seeker Walks-InWarm Welcome Let the Job Seeker tell us what s/he needs 1 page WIA Application (10 min.) #2: Initial Screening Tool Get more information on Work History Resume or Standard Application Flag appropriate candidates for Applicant Pool #4: On-Going Service Continue to assist job seekers acting on their own initiative to access Hot Jobs Board and all other resources When Job Order calls for it, pre-screen every candidate who applies and make determination on meeting requirements Call appropriate candidates in Applicant Pool for new job orders . Admin Staff does All Core B MIS paperwork #3: Next Steps Direct to specific Job Order Provide other Core A services (e.g. resume assistance, labor market information) Give honest feedback about job readiness Referral to Career Counselor or partner agency . Counselors enroll in Intensive and Training

37. Ray Jen Coffee Company(Referred by Realtor) • “Pre-Venture Counseling” (Business Start-up Services), including help with the following items in the “Business Checklist” packet: • Business Plan • Fictitious Business Name Statement • Business Insurance • Employers Identification Number • Retail Sellers Permit • Employers Packet from EDD • Workers Comp Insurance Additional items were discussed/negotiated, including: • Marketing Plan • Competition’s Pricing • Product Quality • Customer Service • Hours of Operation • Employee Recruitment

38. Ray Jen Coffee Company • Business Startup and Start Up Counseling • Employee Recruitment & Job Match Service • Business Workshops “The business center is a wonderful service to this community. I haven’t found anything like this in Oregon; I wish these services were available in Bandon. Keep up the great work”

39. Ramada – Hiring, HR and Training “I’m VERY happy with the new staff, how they have worked hard together during the opening of our new Ramada…” Kia OsborneGeneral Manager Louisiana Pacific’s Jamie Angley and Marian Richardson with Ginger Rayl. Louisiana Pacific’s Jamie Angley and Marian Richardson with Ginger Rayl. Louisiana Pacific’s Jamie Angley and Marian Richardson with Ginger Rayl. Louisiana Pacific’s Jamie Angley and Marian Richardson with Ginger Rayl. Louisiana Pacific’s Jamie Angley and Marian Richardson with Ginger Rayl. Louisiana Pacific’s Jamie Angley and Marian Richardson with Ginger Rayl. Louisiana Pacific’s Jamie Angley and Marian Richardson with Ginger Rayl. Louisiana Pacific Corporation uses Business One Stop Services to Recruit and Collect Applications from interested job seekers. Ginger Rayl also Sets Up Interviews and Calls Applicants back for the company.How can we help your business? Louisiana Pacific Corporation uses Business One Stop Services to Recruit and Collect Applications from interested job seekers. Ginger Rayl also Sets Up Interviews and Calls Applicants back for the company.How can we help your business? Louisiana Pacific Corporation uses Business One Stop Services to Recruit and Collect Applications from interested job seekers. Ginger Rayl also Sets Up Interviews and Calls Applicants back for the company.How can we help your business? Louisiana Pacific Corporation uses Business One Stop Services to Recruit and Collect Applications from interested job seekers. Ginger Rayl also Sets Up Interviews and Calls Applicants back for the company.How can we help your business? Louisiana Pacific Corporation uses Business One Stop Services to Recruit and Collect Applications from interested job seekers. Ginger Rayl also Sets Up Interviews and Calls Applicants back for the company.How can we help your business? Louisiana Pacific Corporation uses Business One Stop Services to Recruit and Collect Applications from interested job seekers. Ginger Rayl also Sets Up Interviews and Calls Applicants back for the company.How can we help your business? Louisiana Pacific Corporation uses Business One Stop Services to Recruit and Collect Applications from interested job seekers. Ginger Rayl also Sets Up Interviews and Calls Applicants back for the company.How can we help your business? Louisiana Pacific's Engineered Wood Products manufacturing facility here in Red Bluff exclusively uses Business One Stop Services for all its permanent hiring needs. —Jamie Angley Area HR/Safety Manager Louisiana Pacific's Engineered Wood Products manufacturing facility here in Red Bluff exclusively uses Business One Stop Services for all its permanent hiring needs. —Jamie Angley Area HR/Safety Manager Louisiana Pacific's Engineered Wood Products manufacturing facility here in Red Bluff exclusively uses Business One Stop Services for all its permanent hiring needs. —Jamie Angley Area HR/Safety Manager Louisiana Pacific's Engineered Wood Products manufacturing facility here in Red Bluff exclusively uses Business One Stop Services for all its permanent hiring needs. —Jamie Angley Area HR/Safety Manager Louisiana Pacific's Engineered Wood Products manufacturing facility here in Red Bluff exclusively uses Business One Stop Services for all its permanent hiring needs. —Jamie Angley Area HR/Safety Manager Louisiana Pacific's Engineered Wood Products manufacturing facility here in Red Bluff exclusively uses Business One Stop Services for all its permanent hiring needs. —Jamie Angley Area HR/Safety Manager Louisiana Pacific's Engineered Wood Products manufacturing facility here in Red Bluff exclusively uses Business One Stop Services for all its permanent hiring needs. —Jamie Angley Area HR/Safety Manager 529-7000 529-7000 529-7000 529-7000 529-7000 529-7000 529-7000 Ginger Rayl, Business Consultant Ginger Rayl, Business Consultant Ginger Rayl, Business Consultant Ginger Rayl, Business Consultant Ginger Rayl, Business Consultant Ginger Rayl, Business Consultant Ginger Rayl, Business Consultant

40. Ramada Inn & Suites Referred by another business Employee Handbook Human Resource Forms New Hire Packets Employee Orientation Customer Service Training Telephone Etiquette Training Hiring Interview AssistanceRecruitment & PrescreeningJob DescriptionsInterpretationMeeting Room Space Interview AssistanceRecruitment & PrescreeningJob DescriptionsInterpretationMeeting Room Space 2nd Hotel!

41. Marketing We helped Rolling Hills Casino find over 400 employees. How many can we help you find? Pictured from left to right: Tiffney Miller, Public Relations and Advertising Specialist for Rolling Hills Casino; Kathy Garcia, Colleen Shanley and Ginger Rayl, Business Consultants for Business One Stop Services. Business One Stop Services is a division of the Job Training Center which helps businesses find good employees and much more. 529-7000

42. Marketing The Challenge: • Small budgets • No full-time marketing people on staff • Making marketing a priority • How to go from marketing services to job seekers to marketing products to businesses (without looking like a governmentagency)

43. Marketing • Establish a Marketing Committee • Conduct market research • Identify writers on staff • Send staff to training • Make marketing a priority/plan ahead • Market in different ways: newspaper, radio, fliers, public speaking, direct mail, windows, free media, newsletter, special events, classes, other groups, etc…Keep track!!

44. Newsletters • Local Emphasis • Non-traditional partnership lends to credibility Contents: LMI Local TrainingOpportunities HR Updates Economic Development Special Events Tehama County Business Matters Tehama County Business Matters Tehama County Business Matters is a joint publication of Business One Stop Services, the Job Training Center and the Tehama Local Development Corporation Tehama County Business Matters is a joint publication of Business One Stop Services, the Job Training Center and the Tehama Local Development Corporation InEnTec Brings Jobs, Higher Wages InEnTec Brings Jobs, Higher Wages February 2005 February 2005 Small Business FactsSmall businesses (less than 100 employees) represent 98% of all California businesses with employees. More than 64% of small businesses have fewer than five employees. In Tehama County 90% of small businesses have fewer than 20 employees.(Source: U.S. Census 2000)December 2004Unemployment Rates(Not seasonally adjusted)Tehama: 6.6%Shasta: 7.5%Butte: 7.0%California: 5.4%Historical Look at Tehama County’s Annual Unemployment Rates1991: 11.4%1994: 13%1998: 9.1%2002: 6.4%(Source: EDD LMI) Small Business FactsSmall businesses (less than 100 employees) represent 98% of all California businesses with employees. More than 64% of small businesses have fewer than five employees. In Tehama County 90% of small businesses have fewer than 20 employees.(Source: U.S. Census 2000)December 2004Unemployment Rates(Not seasonally adjusted)Tehama: 6.6%Shasta: 7.5%Butte: 7.0%California: 5.4%Historical Look at Tehama County’s Annual Unemployment Rates1991: 11.4%1994: 13%1998: 9.1%2002: 6.4%(Source: EDD LMI) In the Works: InEnTecHampton InnCorning Travel CenterLiberty Medical CenterSt. Elizabeth OutpatientImaging CenterHelser Chevrolet RelocationFloyd Satterlee Real EstateScott Arons ChiropracticRite AidWal-Mart SupercenterQuiznos SubsApplebee’sDel TacoThe Lodge at Rolling HillsAutoZoneI-5 Technology CenterDel Webb/Pulte HomesSmall Distribution CenterOffice ComplexBig Box RetailerLocal Corporate Expansion Local Manufacturing Expansion Newly Opened: Home DepotWalgreensWendy’sTony’s Take’n BakeSpeedCo Quick Truck LubeOlympic Stone—reopened In the Works: InEnTecHampton InnCorning Travel CenterLiberty Medical CenterSt. Elizabeth OutpatientImaging CenterHelser Chevrolet RelocationFloyd Satterlee Real EstateScott Arons ChiropracticRite AidWal-Mart SupercenterQuiznos SubsApplebee’sDel TacoThe Lodge at Rolling HillsAutoZoneI-5 Technology CenterDel Webb/Pulte HomesSmall Distribution CenterOffice ComplexBig Box RetailerLocal Corporate Expansion Local Manufacturing Expansion Newly Opened: Home DepotWalgreensWendy’sTony’s Take’n BakeSpeedCo Quick Truck LubeOlympic Stone—reopened “The quality of a local economy is judged by what people earn. That determines the standard of living.” —William Fruth, Economist “The quality of a local economy is judged by what people earn. That determines the standard of living.” —William Fruth, Economist Inside This Issue Inside This Issue Human Resource News 2 Required Posters/Pamphlets for 2005 2 Sexual PreventionHarassment Training Required 3 Local Training Opportunities 3/4 Economic Development 5 Human Resource News 2 Required Posters/Pamphlets for 2005 2 Sexual PreventionHarassment Training Required 3 Local Training Opportunities 3/4 Economic Development 5 TLDCTehama Local Development Corp TLDCTehama Local Development Corp

45. Background • Businesses asked for a workforce with strong customer service skills • Training was developed for Frontline Staff, and for Supervisors & Managers • National Customer Service Week a springboard for community awareness

46. External Goals 1-week, county-wide celebration aimed at: • Increasing awareness about the importance of excellent customer service and its impact on the bottom line for businesses, and government; and • Starting an annual event that recognizes the businesses and individuals who provide excellent customer service. • Vision: Become known for great customer service county-wide.

47. Partnerships

48. Key Components Fifteen articles (written by One Stop staff) and two editorials on Customer Service featured in the Red Bluff Daily News Community-wide voting for Best Customer Service (businesses and individuals): --Best Retail Outlet --Best Service/Government --Best Manufacturing Secret Shoppers visited over 100 local businesses looking for extraordinary people. 16 Winners received Certificates of Excellence, gifts certificates donated by local businesses, and special recognition in the Red Bluff Daily News Awards Luncheon – VIP Speaker

49. Outcomes Expect the Best a Success! • Increased attendance at Customer Service Training. • Established credibility as ‘subject experts’. • Enhanced relationship with the media. • Made an impact on the bottom line for local businesses.

50. For the past two weeks, we’ve published stories on the importance of great customer service. The authors of the series are Kathy Garcia and Brian Boyer of Business One Stop Services, a division of the Job Training Center. They have excelled in articulating how vital customer service is to a business that deals with the public. -Red Bluff Daily News Editorial