AACC scores high on customer service training for Under Armour
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AACC scores high on
customer service training
for Under Armour
Workforce Solutions Volume 3 Number 2
ANNE ARUNDEL AACC supporting the Chesapeake Bay
COMMUNITY COLLEGE
Dr. Dawn Lindsay., president
Trish Casey-Whiteman, interim vice president for learning
CENTER FOR WORKFORCE SOLUTIONS
Laura E. Weidner, Ph.D., dean, workforce development
2012-2013
BOARD OF TRUSTEES
Victoria K. Fretwell, chair
The Rev. Dr. Diane Dixon-Proctor, vice chair
Kimberly McCoy Burns, Esq.
Arthur D. Ebersberger
Walter J. Hall
Cassandra Holly, student member
James H. Johnson Jr., Ph.D.
Jerome W. Klasmeier
2012-2013
FOUNDATION BOARD OF
DIRECTORS’ OFFICERS
Jay I. Winer, president
Lawrence W. Ulvila Jr., vice president
J. Mitchell Krebs, treasurer
Karen L. Cook, Esq., secretary
Kathleen E. Bolton, executive director
EDITOR
Laurie A. Farrell
CONTRIBUTORS
INSIDE THIS ISSUE
Sonja Gladwin
Melanie Koorey
Kip Kunsman
Laura Norton
Vol. 3 No. 2
Janis Siegel
Veronica Townsend
Laura Weidner, Ph.D.
Charles West
ABOUT WORKFORCE SOLUTIONS
© Workforce Solutions magazine is a publication of Anne Arundel
Community College. Workforce Solutions is available as a PDF file
2 UNDER ARMOUR
Training delivers winning 5 NAVFAC BUSINESS
MANAGEMENT 8 ON TREND
Sales Force Effectiveness — 12 CHESAPEAKE
RESEARCH 16 FACILITATOR
SPOTLIGHT
from the AACC website at customer service. Training helps staff prepare skills everyone needs CONSORTIUM Meet Alison Kelly —
www.aacc.edu/aboutaacc/publications
Reproduction in whole or in part without written permission is for leadership roles Preparing new AACC’s enter-trainer
10
prohibited. environmental leaders
CHESAPEAKE BAY
Letters and comments are welcome. Send to:
4 RIDERWOOD’S
CULINARY TEAM 6 CARING SKILLS TRUST 17 JAVA SPOT
14
Workforce Solutions Magazine
Anne Arundel Community College “Culinary College” earns Blended learning model Survey takes guesswork NEW! CENTER Our most popular, premier
Administration Building Room 116
high marks provides training advantages out of green development FOR CYBER AND instructor-led training
101 College Parkway
Arnold MD 21012-1895 projects PROFESSIONAL modules
TRAINING
7 NEW COLLEGE
PRESIDENT! New AACC location
delivers cyber and
Meet Dr. Dawn Lindsay
professional training
In the interest of encouraging broad and open discussion of issues relating to education
and training, Workforce Solutions magazine may contain statements of opinion
on such issues. These statements are those of the author or interviewee and do not
necessarily reflect the opinion of AACC or its officers.
NOTICE OF NONDISCRIMINATION: AACC is an equal opportunity, affirmative action, Title
IX, ADA Title 504 compliant institution. Call Disability Support Services, 410-777-2306 or
Maryland Relay 711, 72 hours in advance to request most accommodations. Requests for
sign language interpreters, alternative format books or assistive technology require 30-day
notice. For information on AACC’s compliance and complaints concerning discrimination or
harassment, contact Karen L. Cook, Esq., federal compliance officer, at 410-777-7370 or
Maryland Relay 711.
This publication was printed on Burgo Chorus Art Gloss 80# Text,
a 55% recycled with 30% Post Consumer Fiber paper.
30% Post-consumer
Let us help you…
2 4 5 7 8 10 12 14
CENTER FOR WORKFORCE SOLUTIONS
410-777-2732
cws@aacc.edu
ii • www.aacc.edu/cws
Workforce Solutions Story Title Story
Contents
Title Workforce Solutions 1
General Business
Under Armour customer service AACC has it covered
THE CHALLENGE Like the vast majority of Marylanders, the staff at Anne Arundel
AFTER HOURS,THE DISTRIBUTION HOUSE IS STILL HUMMING and often takes calls normally
Community College (AACC) is glad fast-moving Under Armour is able to
handled by the Tide Point Help Desk, while still servicing distribution needs. With so many responsibilities
and points of contact, it became apparent that this bustling department could benefit by streamlining its
support the local teams and provide many jobs in nearby communities. In
communication protocols. Under Armour knew that bridging any communication gaps would improve ser- Baltimore, Under Armour maintains its Distribution House that performs
vice quality and ensure that even difficult situations in tech support could be handled quickly, completely many vital functions that help keep customers, staff and distributors happy.
and professionally.
Photo courtesy of Nicholas Griner and the Baltimore Business Journal
Knowing that AACC had stepped up to the plate to deliver many successful training solutions in the
past, the Distribution House manager approached Lori Lewis, senior manager of learning and development, THE OUTCOME
for some suggestions. They not only needed something quick, but it had to reach teammates with varying Following the workshop, positive feedback poured
in to the AACC facilitator, the participants’ direct
levels of education and work experience. manager as well as the learning and development staff.
Teammates were engaged and learned a great deal
that they were able to utilize immediately. Many of
THE SOLUTION workshop included instruction on: Foundations of
the participants remarked how much fun they had
To develop an ideal solution, the sales and solu- Service, Professionalism, The Art of Listening, How to
learning new techniques and were glad to build their
tion development team from AACC’s Center for Disarm an Angry Customer, and Follow Up/Documen-
skills and confidence for such a crucial part of Under
Workforce Solutions (CSW) met with Lori Lewis and tation. It was imperative that every teammate get off
Armour’s operation. As Kelly commented, “Tonight’s
the Distribution House manager to pinpoint gaps in the sidelines and participate, so the course included
training went extremely well and got two rounds of
team performance. A winning training strategy had to many interactive exercises, including role-playing. Each
applause. The team was engaged and is ready for more
meet the expectations of the Help Desk and Learning teammate also received a services and communica-
responsibility.”
and Development, while communicating with every- tions improvement playbook, complete with reference
one from company vice presidents and teammates to sheets and a print version of the course.
distributors and soccer coaches. AACC’s facilitator and The goals of the course included: THE FUTURE
a top instructor, Alison Kelly, also met with company Better understand and use effective and appropri-
ate communications A FOLLOW-UP REVIEW WILL EVALUATE IMPROVEMENTS in customer service and spotlight any
representatives as part of the curriculum development
process and toured the facility. Ability to listen better and provide feedback further required changes. AACC has a long-standing history in partnering with Under Armour and will
Within just two weeks, Under Armour and AACC Use communication as a means to handle informa-
tion and improve relationships
continue to work with them as an extension of their internal development team to increase their team-
collaborated to design and develop a three-hour train-
ing session for 18 class participants. The customized Handle difficult customers or team members mates’ efficiency and effectiveness. AACC is currently working with UA on other opportunities.
effectively and positively
2 Workforce Solutions AACC
Story Title
trains Under Armour Distribution House staff AACC trains Under Armour Distribution House
Story Title
staff Workforce Solutions 3
Culinary The Naval Facilities Engineering Command (NAVFAC) provides a range of vital
General Business
Associations / Organizations
facility services to midshipmen, staff, faculty and sailors located at the Naval
champions
Academy in Annapolis. The engineers and specialists here have earned degrees and
completed formal training suited to their technical specialties.
Riderwood is a senior living community within Erickson
Living Communities where residents enjoy an active lifestyle.
While residents participate in the various amenities and daily
activities, mealtimes are perhaps the all-time favorite chance to get NAVFAC STAFF TRAIN UP FOR LEADERSHIP ROLES
New tack
together over the kitchen’s latest healthful and colorful creations.
THE CHALLENGE
RIDERWOOD’S CULINARY TEAM OF 200 STAFF chops, stirs, cooks and serves 3,500 meals each day;
most prepared from scratch. That puts a lot of pressure on the staff to make each one special. In addition,
as diets change and the spotlight shines on new health trends, this team has to stay current – otherwise the
residents will give them an earful. As part of such a large company in 11 states, the Riderwood culinary staff
moves around as new career opportunities open up. Relying on a pool of qualified and familiar kitchen staff
was a way to ease hiring pressure while maintaining quality in the kitchens. Therefore, Riderwood needed a
Photos courtesy United States Naval Academy
solution that kept everyone learning, lean and happy. THE CHALLENGE
AS THE NUMBER OF SEASONED EMPLOYEES OPT FOR RETIREMENT, their management func-
tions will need new leadership who can seamlessly step in. Most NAVFAC employees are engineers who
have degrees, but never took any formal courses in business management. In order for them to perform
business functions and oversee staff, it became obvious that additional training was necessary. However,
the rigorous demands of their full-time jobs and active family lives provided little time or opportunity to
Photos by Michael Alfaro
take classes or prepare assignments.
THE SOLUTION Certificate with Leadership Option “Employees gave a lot to participate
Senior NAVFAC management and apply these college credits in the program. They made time in
toward other degrees. Subjects their day to take classes, study and
THE SOLUTION give everyone time and elbow room specialist with the college’s Hotel, turned to Anne Arundel Community
included ethics, business communica- also use lunch breaks for their study
As an extension of two training in the training kitchen located right at Culinary Arts and Tourism Institute. College (AACC) to not only design
Riderwood. Each month, a new class a business management curriculum, tion, workforce diversity, leadership support network.”
programs for Chef and Sous Chef
certifications previously coordinated was offered and provided in-depth THE OUTCOME but also provide delivery modes and management. For added conve-
training on specialty subjects such as Judging by residents’ comment that could suit students’ busy work nience, courses were provided at the
with Anne Arundel Community
College (AACC), a Culinary College curing and smoking meat, ice carving, cards, the program deserves a and personal schedules. AACC then training rooms at the Naval Support THE OUTCOME
butchery, Asian cooking, baking and five-star rating. The staff not only custom-designed a series of six classes Activity facility in Annapolis. This business management training
was launched to train staff at all levels
many more. Chef Lou Woods came improved food quality but is now able that could each be completed in The hybrid training solution is program kicked off with 13 students,
about everything in food prep. This
from AACC to teach new techniques to be more proactive in researching either eight or 15 weeks. To help designed to be convenient, on-topic with seven completing it and earning
first-come, first-to-learn program filled
about how to manage meals as well and planning meals that offer variety, accommodate students’ busy sched- and beneficial to all. It was now their certificates. Graduates enjoyed
up fast. Enrollment was limited to 20
as people; all vital skills for careers in nutrition and a dash of fun. ules, classes were offered online, face- up to the students to hit the books the depth and convenience of the
for each monthlong course in order to
food service. Woods is an instructional to-face and as a hybrid of both, with and invest their time wisely. Bob courses and are on the path to new
costs covered by NAVFAC. Students McCreary, Assistant Public Works leadership roles within NAVFAC.
THE FUTURE could earn a Business Management Officer at NAVFAC commented,
THE CULINARY COLLEGE IS SO EFFECTIVE that plans are under way for it to serve as a training
prototype at other Erickson Living communities. The initial Chef/Sous Chef certification training, which has THE FUTURE
been approved by the American Culinary Federation, as well as other certification programs may be offered AS MORE RETIREES LEAVE THE ORGANIZATION, the importance of this training and transition
at more Erickson Living communities. And there’s a long-term goal that more than 20,000 seniors will enjoy program will grow.
healthful culinary creations.
4 Workforce Solutions Riderwood culinary college NAVFAC business management curriculum Workforce Solutions 5
Caring skills
IN THIS 50TH ANNIVERSARY YEAR, Anne Arundel
Associations / Organizations
News from the college
Community College (AACC) has had much to celebrate.
The Center for Cyber and Professional Studies is now
The Power of Blended Learning Training open for classes, complete with 13 specialized labs, a
at The Arc Central Chesapeake Region
testing center and faculty and support space. The newly
THE CHALLENGE
PEOPLE WITH INTELLECTUAL AND DEVELOPMENTAL DISABILITIES in Anne Arundel County renovated Andrew G. Truxal Library opened in time for
do have someone on their side at all times. They’re the dedicated, compassionate staff at The Arc Central fall classes with a 31,000-square-foot expansion, many
Chesapeake Region and other similar county agencies including Opportunity Builders, Bello Machre, Lang-
ton Green, Bay Community Support Services and Providence Center. They’re driven to support The Arc’s more computers and plenty of sustainable features.
mission to promote respect, create opportunities and advocate for equal rights. The services provided by And on Aug. 1, the college welcomed Dr. Dawn Lindsay
The Arc’s Direct Support Professionals depend on training in order to maintain high standards of services
as its sixth president!
and personal attention. Staff members are eager to get additional affordable training in order to perform
better at their jobs and ensure that the individuals they serve have the safety net they need.
Meet AACC’s New President
THE SOLUTION
Drawing on its eight-year
partnership with The Arc and
its partner agencies, AACC
sought to develop an innovative
THE OUTCOME
The training has enhanced the staff ’s ability and skill
set in providing a reliable safety net for people with
disabilities living in the community. In some cases, the
staff, many facing limited financial resources, benefit
Dr. Dawn Lindsay
Dr. Lindsay, a Maryland native
training program for the Direct from the additional education that brings them closer create mutually beneficial relation- support allows me to continue to
Support Professionals workforce. to stable career opportunities, personal gratification and who comes to AACC from ships that help the community as build on the strong foundation the
Its purpose was to create a blended learning model that job benefits. Glendale Community College in a whole,” Dr. Lindsay says. “It takes college has already set forward,
offers the convenience of online training and the atten- Glendale, Calif., replaces Martha a lot of people and organizations and it will allow me to continue
tion of instructor led classroom instruction. A. Smith, Ph.D., who recently working closely together. At its to further develop the strong rela-
CWS and Virtual Campus worked with Laurie Scible, retired after 18 years as president. best, business needs are met with tionships that the college has with
the HR and Training Manager, to design and implement Dr. Lindsay brings with her a well-trained workforce. And peo- this community. This is a dream
the (20-hour, DDA Orientation training) program featur- innovative ideas in education and ple find employment, then they come true for me.”
ing six self-paced online training modules in addition to career training geared toward help- stay in the community and invest At Glendale, Dr. Lindsay also
two instructor lead training days. It required converting ing students and local businesses, as in the community.” previously served as Executive
up to 50 percent of the training to an online format. well as a long list of credentials and As president of AACC, Dr. Vice President and Vice President,
To ensure that every aspect of the proven live training accomplishments from other insti- Lindsay identified getting to know Instructional Services. With more
was maintained within the new blended DDA program, tutions. Most recently, as president the greater college community, than 25 years of experience in
CWS provided a writer to work with Scible to compile of Glendale Community College including business partners and higher education, she has served in
content, script and layout each module in a storyboard since 2009, she managed a $157 area employers, as one of her top the role of staff, faculty and admin-
format. Virtual Campus and CWS then edited the com- million budget. She received the priorities. She has already met istrator at Riverside Community
pleted modules and offered recommendations to improve Glendale Chamber of Commerce’s with several elected officials and College, Saddleback College and
usability and instructional values in the online sections. “Woman of the Year” award and business leaders and will continue Argosy University in California.
The college’s learning management system was selected was named “One of the Top 20 to reach out to get to know and She has also held adjunct profes-
to host the online training modules. Finally, quizzes were Female Leaders of Los Angeles” by understand the needs of the busi- sor and instructor positions at
developed for each module using Articulate Quiz Maker, Business Life Magazine. ness community. Dundalk and Howard community
allowing users to evaluate their skills and, upon achieving Among her proudest accom- She credits her ability to hit colleges in Maryland.
a qualifying test score, advance to the next level. plishments are the strong commu- the ground running from day one She earned a doctorate (Ed.D.)
nity partnerships she was able to with the extraordinary support in organizational leadership from
facilitate in California that resulted she received from Dr. Smith and Pepperdine University. Dr. Lindsay
THE FUTURE in delivering the level of training other college leaders to ensure a also holds a master’s in educational
THROUGH The Arc, this training program will be offered to other, similar organizations, including area employers needed while help- smooth transition. counseling and bachelor degrees
Opportunity Builders, Bello Machre, Langton Green, Bay Community Support Services and Providence ing residents land great jobs with “I am so grateful for Dr. Smith’s in psychology and social wsork, all
competitive salaries. degree of support and her willing- from Western Maryland College
Center. To facilitate a smooth expansion, some courses will be updated, and terminology and content will “I think one of the key roles of a ness and assistance in helping me (now McDaniel College).
be aligned to comply with Maryland Developmental Disabilities Administration requirements. community college is in helping to transition,” Dr. Lindsay says. “That
6 Workforce Solutions The Arc Central Chesapeake Region Dr. Dawn Lindsay: new college president Workforce Solutions 7
Highlighting new developments in workforce solutions You have to sell yourself to get a job during a job interview.
You have to sell your ideas to get recognized.
You have to sell your performance to get a promotion.
You have to sell the other departments on providing the
resources you need for your project. The bridge is…
Over 24% of all jobs advertised on Monster.com are in sales.
DURING THE 1970S AND 1980S, large companies Having sales skills can benefit every career, beyond
such as IBM, Proctor & Gamble and Xerox hired col- the traditional sales position. No matter what profes-
lege graduates by the thousands and provided plenty of sion you’re in – from a physician or teacher to a lawyer,
real world sales and management training. But that’s no accountant or even a rap singer - every career benefits
longer the case. Today, very few companies seek college from strong sales skills.
graduates for entry level jobs and few companies invest
that level of resources into the development of college AACC TO OFFER NEW SALES
graduates for open positions. EFFECTIVENESS TRAINING
In fact, graduates are facing competition not just Anne Arundel Community College (AACC) is part of
from other graduates, but from seasoned profession- Global Corporate College (GCC), a full-service edu-
als who have, themselves, been outsourced. As a cation and performance organization that leverages a
result, 52% of college graduates under the age of 25 member network of accredited colleges and universities
are unemployed. Of those who are employed, a sig- to develop tailored programs that achieve both employ-
nificant percentage are in jobs that did not require a ee development and operational objectives. GCC spent
college degree. years evaluating the world’s most successful sales and
The good news is even in today’s job market, there management training companies. SALES FORCE EFFECTIVENESS
are jobs to be had. An online check of sites like Mon-
ster.com reveals more than 750,000 jobs advertised AACC will unveil new corporate sales training at a special
online. Look a little closer and there’s some valu- We have rebuilt the bridge that prepares our employees GCC.” AACC now offers consultative sales training executive briefing featuring GDA President and CEO
able information for any job seeker - a breakdown of to compete in the marketplace for jobs, even against sea- that can be customized in a variety of formats to meet Eric Richardson, Tuesday, October 2, 2012, 9-11:30 a.m. at
demand for potential hires. soned professionals with impressive resumes. individual and group needs. AACC’s Arundel Mills location, 7009 Arundel Mills Circle,
Only 2% of the jobs advertised are in manufac- As of today, AACC and GCC are filling the learning Hanover.
turing. The same goes for insurance, design, training, The member colleges, including AACC, wanted a gap left by companies with extinct new hire trainings.
We provide ‘employable skills’ to today’s workforce
Learn first-hand from the expert why effective
transportation, automotive, installation and consulting. curriculum provider that was not only successful in
Even more surprising is that industries such as general and we continue to train and/or retrain seasoned pro- sales training is critical to your success!
producing sales and managing professional development
business, banking, education, quality control, restau- for leading corporations, but could also deliver engag- fessionals. We have rebuilt the bridge that prepares To register and learn more, visit
rant, human resources, distribution, legal, warehousing, ing, effective transfer of a field-ready, confident skill set our employees to compete in the marketplace for jobs, www.aacc.edu/cws/salestraining.cfm
pharmaceutical and even science each represent only for winning and succeeding in today’s job market - the even against seasoned professionals with impressive
1% of available jobs. Nursing and administration are most competitive in history. resumes. AACC now offers sales and customer-respon-
slightly higher at 3%, while engineering, finance and AACC’s overwhelming choice was Growth Devel- sible training as well as sales management training
trades represent only 4%. And the historical giant, opment Associates (GDA). For more than 20 years, in all seven areas of business success: Effective Sales will give them a concrete process for ‘repeating their
information technology, make up only 6% of currently GDA has delivered sales training to companies such as Calls, Financial Justification, Creating Demand, Grow- very best in the zone calls!’ The future is now – take
ONTREND
advertised jobs. IBM, Hewlett Packard, Apple, American Express, Bank ing Accounts, Effective Sales Writing, Managing People, advantage of one of our many programs in Sales and
So what profession comprises the bulk of the jobs of America, General Electric, Siemens, Blue Cross Blue Interviewing, and Independent Sales Professional for Customer Service today!
available in America? Sales. More than 24% of all jobs Shield, Oracle and Honda, not to mention thousands those who want to work for themselves. For more information on our customized program-
advertised on Monster.com are in sales, including cus- of small and medium-sized resellers and companies in The good news is, students of AACC and all of the ming, please contact us at cws@aacc.edu or 410-777-
tomer service and retail. The next biggest category is more than 40 countries. GCC colleges can begin building skills that will allow 2732. Visit our website, http://www.aacc.edu/cws/
management at 10%, and most of those jobs are sales- “As members of GCC, we ourselves sell consulta- them to effectively differentiate themselves. The new salestraining.cfm.
related. Yet less than a handful of four-year colleges tive training to corporations and individuals, and we curriculum and courses we are offering are a compila-
offer a degree in sales. first took the courses to improve our own selling skills,” tion of skills from the very best performers from large,
To successfully compete for jobs available today, says Laura Weidner, dean of workforce development medium and small companies from around the world.
individuals must be equipped with the latest sales and During interviews, our students will be able to describe CONTRIBUTORS
at AACC. “’Sales Training Effectiveness’ helped us so Sonja Gladwin, director of sales and solutions for CWS where she builds
customer service skills. For this to happen, community much, we wanted to create a pipeline to provide this behaviors, techniques, processes and communication
and manages innovative workforce programs.
colleges as well as four-year institutions must begin training to our corporate partners and individual stu- tools that will rival or exceed those of the people Bob Bruchey, a senior consultant with GDA who has more than 34 years
offering sales training programs. dents both locally at AACC and nationally through already in those jobs. And seasoned professionals will of sales and marketing experience with numerous companies in the high
be able to polish their skills with our training, which tech industry.
8 Workforce Solutions ON TREND: The bridge is…GONE! ON TREND: The bridge is…GONE! Workforce
WorkforceSolutions
Solutions 9
THE CHESAPEAKE BAY TRUST (CBT) is a nonprofit THE CHALLENGE
Environment
steward of the Chesapeake Bay and its tributary rivers and BEFORE LAUNCHING THE PROGRAM, the CBT determined that it was essential to consider the
streams. Its grant-making services also support many types of number of projects as well as how they could impact the local ecosystems. With current and new work-
ers coming to the area, it was also important to identify employers’ training needs in such areas as storm
community and business programs in the bay area. Through
water management, low-impact development and habitat restoration.
funding programs, the dedicated staff is involved with
more than 150,000 Marylanders annually and has awarded
THE SOLUTION Solutions Developer. “In this case, the wording was
more than $45 million to support education and habitat The CBT partnered with Anne Arundel designed to avoid any predisposition to a ‘green’ bias.
Community College (AACC) to develop and We wanted a mix of ‘green’ and mainstream survey
restoration. Even with a steady flow of new projects and new SURVEY RESPONDERS implement an employer needs assessment survey respondents to ensure the results reflected the real
environmental training needs of area businesses.”
jobs coming to the area, the Trust is committed to keeping BY INDUSTRY SECTOR focusing on the current and anticipated demand
in the construction and landscaping industries.
them green and the bay clean. The 29-question survey designed by AACC THE OUTCOME
experts collected both quantitative and qualita- Over 3,000 surveys were distributed and 92 were
In 2009, the CBT received $116,000 in federal funds ENGINEERING FIRMS 35% tive data to obtain statistically useful information completed. The results yielded several important
that could clarify employers’ needs. To ease dis- findings that likely could have gone undiscovered
from the U.S. Department of Labor’s Employment Training BUILDERS 16.3%
tribution and response, as well as minimize costs, or underappreciated without the use of the AACC
Administration for a new Clean Water Jobs Training Initiative AACC deployed the surveys electronically from survey. The survey also shed additional light on the
GOVERNMENT 14%
December 2011 through February 2012. Each specific job-related skills that employers are seeking
developed to train workers in the expanding green jobs DEVELOPERS 13% survey recipient had the same series of structured for new and incumbent workers. The CBT devel-
questions in the same order to ensure standardiza- oped a four-day training program that launched
arena. These funds were requested for the Trust by Sen. OTHER (ARCHITECTS/PLANNERS) 9% this summer to help up to 35 unemployed and dis-
tion in reliability and validity.
Ben Cardin and former Rep. Frank Kratovil. “This is an “Our survey design process ensures the results placed workers, as well as local youth. Survey results
NON-PROFIT ORGANIZATIONS 4% helped determine curriculum content and shape the
are based on objective data by careful construc-
exciting program because it will tackle two of Maryland’s INDUSTRY ASSOCIATIONS 3.3% tion of the questions,” says Ronni Townsend, CWS growth of the program.
most pressing needs: Cleaning up the Chesapeake Bay
LANDSCAPERS 3.3% THE FUTURE
and increasing employment opportunities,” said Cardin, a BY PLANNING THE ECONOMIC POTENTIAL of the community around the needs of local eco-
HIGHWAY/ROAD CONSTRUCTION 2.1%
member of the Environment and Public Works Committee. systems, CBT is taking the guesswork out of green development projects. Perhaps Cardin summed it
up best,: “The Chesapeake Bay Trust’s new Clean Water Jobs Training Initiative will provide Maryland
Helping data flow to the Chesapeake Bay Trust workers with the skills they will need to compete in the emerging green economy while also helping to
Green skills that can reshape the bay
restore the bay.”
10 Workforce Solutions Chesapeake Bay Trust Survey Chesapeake Bay Trust Survey Workforce Solutions 11
t CRC Staffers went to Jug Bay Wetlands Sanctuary in Lothian, MD after the tropical storm and heavy rains of last
fall (September 2011).
Environment
THE CHALLENGE
For any new managers, grants are critical to support their work, but that was just the start of what CRC
felt a formal training program in environmental management could cover. By developing the effectiveness
and resourcefulness of its environmental management team, CRC would be better able to supplement
work of its team with the Environmental Protection Agency (EPA) in Annapolis. A comprehensive train-
ing program covering key areas such as time management, presentation skills, team skills, grant writing
and grant management would help CRC staff excel and prepare these new environmental leaders with
tools and capacities for leadership roles in future careers.
THE SOLUTION
Because of past training partner-
ships between CRC and Anne Arundel
Community College’s (AACC) Center for
Workforce Solutions (CSW), CRC’s Melissa
Fagan, Environmental Management/Career
Development Program Coordinator, met with
CSW representatives to evaluate the scope
and requirements of the training project.
CRC wanted a program that acknowledged
and supported all of its capabilities.
“We’ve found that AACC is a very reliable
and responsive training partner. Not only tai-
Photos courtesy of Melissa Fagan, Chesapeake Research Consortium.
loring programs to CRC, but also developing
them quickly, in a month,” commented Fagan.
A training program was developed to meet
current conditions and anticipated needs. The
three-year program required the completion
High tide
p CRC staff explore the flooded Jug Bay Wetlands Sanctuary with sanctuary staff. This was
of a series of progressive, one-day classroom a unique opportunity to assess flood damage and talk about potential flood imapct upon
workshops that helped entry-level envi- wetland plants and animals.
ronmental managers embrace new tools to
approach day-to-day situations in new ways. THE OUTCOME
Upon completion, participants now armed This ongoing training program continues to produce qualified and
with a stronger skill set were better able to inspired entry-level environmental managers. Bottom-line results are
qualify for positions within federal and state equally impressive as CRC continues to measure the impact of the
agencies, NGOs, contractors, nonprofit organi- trainings by the number of employees that move on from the career
zations and academic institutions. development program into higher level positions. As a result of their
To assist in grants management, a curricu- experienced and training, CRC employees are very competitive and
lum was built and tailored to CRC’s particular successful in today’s job market – with approximately 90 percent
needs with a focus on the following topics:
FOR NEW MANAGER TRAINING Differences between grants vs. corporate
securing new postions within the environmental or academic network.
This long-term training partnership will continue to explore opportuni-
agreements vs. contracts ties in grant writing and other areas as appropriate.
Managing public and private grants
THE CHESAPEAKE RESEARCH CONSORTIUM (CRC) Project management skills for efficient
encourages scientific and technical activities in the tidal Chesapeake grant management
Budget tracking and expense manage- We’ve found that AACC is a very reliable and responsive
Bay, its drainage basin and adjoining airshed, as well as nearby coastal ment training partner. Not only tailoring programs to CRC, but
waters of the Mid-Atlantic Bight. CRC works to assemble teams of Tracking deadlines and deliverables also developing them right away, in a month.”
Understanding the concept of “authority” Melissa Fagan
scientists, engineers, managers and public policy specialists to design Managing the funding of grants Environmental Management/Career Services Coordinator
and implement programs related to protecting and restoring these
waterways. As part of this focus, CRC hosts a staff development THE FUTURE
program for recent graduates as a means to prepare the new leaders CRC continues to measure the impact of the training by the number of grants they are awarded. This
of envirommental restoration for the region or elsewhere. long-term training partnership between AACC and CRC will continue to look for opportunities in grant
writing, grant performance and other areas as needed.
12 Workforce Solutions Chesapeake
Story Title
Research Consortium manager training Chesapeake Research Consortium manager training Workforce Solutions 13
Proximity
report
Government
Center for Cyber
and Professional
Training
A new location for
FORT MEADE
NSA
Cyber Command
AACC combating the risk
and high costs of
ANNE ARUNDEL
COUNTY cyber threats
WHETHER THEY ARE IDENTITY THEFT SCHEMES need to upgrade their knowledge and skills or to prepare for
launched by amateur hackers overseas or sophisticated an industry certification exam. Last December, this press-
attacks targeting essential components of our critical ing demand for space led the AACC Board of Trustees to
infrastructure, the threats our nation faces in cyberspace approve a 10-year lease for converted space at a Hanover
continue to grow. And no organization is safe. In fact, the office building near Arundel Mills.
Pentagon recently revealed that it repels over 1,000 cyber The new 30,000-square-foot Center for Cyber and
attacks each day. Hackers and cybercriminals, called “Black Professional Training (CCPT) will includes 13 specialized
Hats” by insiders, seem to expand their skills and daring as cybersecurity and digital forensics training labs, an accred-
fast as the technology around them evolves. What’s needed ited testing center, two conference rooms, and faculty and
are more “White Hats,” the good guys who stay a step ahead staff offices. This new, contemporary facility complement
of the latest threats. Each day, teams of information tech- the college’s current IT training facilities in Arnold, Glen
nology (IT) pros in agencies and companies throughout
Maryland play key strategic roles in defending our nation’s
networks and infrastructure. The U.S. government alone is t The new Center for Cyber and Professional Training facility. p Professor Mark E.Young, Sr. watches over some of the students in his
Computing & Information Tehnology class at the new Center for Cyber
projected to spend $550 billion on cybersecurity by 2015, and Professional Training facility.
which will in turn feed demand for workforce training.
Both the public and private sectors are driving the need Additionally, many of AACC’s courses prepare partici- ers to advance the discipline of Digital Forensics and
for additional instructional space to offer cybersecurity and pants in part for industry certification exams required by increase the number of qualified professionals to meet
technology training. “Our advantage comes from providing the Department of Defense 8570.1 directive. Kunsman the needs of law enforcement, counterintelligence,
more than just IT security training. We’re able to pre-empt adds, “We’re on the frontlines of a new kind of warfare national defense and legal communities.”
many potential threats by teaching how Black Hats think, that targets networks, intranets, sensitive data, even ideas. AACC will be leading the charge to develop regional
what their motives are, and what tools and techniques they If an organization is on a network, it’s at risk and that examinations through which students of accredited
may employ,” comments Kip Kunsman, Director of the risk is growing exponentially.” AACC was the first com- institutions can demonstrate they possess knowledge,
CyberCenter at Anne Arundel Community College (AACC). munity college in the nation to map its courseware to skills and abilities desired of a digital forensics profes-
Locally, the U.S. Cyber Command at nearby Fort the Committee on National Security Standards 4011 sional. Upon successful completion of the knowledge
George G. Meade is expected to employ 20,000 workers standards. The college subsequently mapped to the 4013 based and practical exams, recognition will be afforded
while the National Security Agency (NSA), Defense Infor- standards. The NSA and DHS designated AACC as a by DC3.
mation Systems Agency (DISA) and 26 new defense con- Center of Academic Excellence in Information Assurance AACC’s technical curriculum focuses on provid-
tractors located on or near Fort Meade have training needs 2 Year (CAE2Y). ing participants with theoretical foundations while,
for current and incoming employees. This cyberdefense Burnie and Hanover, which are already maxed out at peak Additionally, Anne Arundel Community College has importantly, imparting hands-on applied and critical
grid is expected to add 40,000 jobs regionally, compelling times and have no room for additional classrooms or labs. been designated one of eight National Centers of Digital thinking skills. CyberCenter courses ensure that security
Gov. Martin O’Malley to label Maryland as the “epicenter AACC’s CyberCenter and the Center for Workforce Solu- Forensics Academic Excellence (CDFAE) by the U.S. professionals are up-to-date on the latest software and
of cybersecurity.” tions will administer training courses held at the CCPT. Department of Defense Cyber Crime Center (DC3). hardware, thereby maintaining the high standards of
The college will continue to offer training at client sites and AACC is one of only two community colleges to receive positions requiring government clearance. Additionally,
AACC to train more “white hats” in through distance education as well. the honor. In response to the growing demand for many of AACC’s courses prepare participants in part
new cybersecurity facility in Hanover skilled digital forensics professionals, DC3 has desig- for industry certification exams required by the Depart-
AACC continues to support this vital workforce by edu- A logical location for expanded training nated the pilot group of colleges as conditional CDFAEs ment of Defense 8570. directive.
cating current and future staff at agencies such as the U.S. AACC is one of the top-rated public colleges training cyber in support of the mission to:
Cyber Command, DISA and NSA. The range of students warriors. Since the program’s inception in 2005, the number “Develop a partnership between academia and the For more information regarding courses or training
includes recent high school graduates who want to earn of declared majors in AACC’s information assurance and government to establish standards and best practices for provided by the CyberCenter or the Center for
their degree or certificate, to experienced professionals who cybersecurity program has grown more than 550 percent. digital forensics practitioners, educators, and research- Workforce Solutions, please call 410-777-1333 or
email us at cybercenter@aacc.edu.
14 Workforce Solutions New Center for Cyber and Professional Training now open New Center for Cyber and Professional Training now open Workforce Solutions 15
*Department of Defense 8570.1
A Special Informational Series @ AACC
Facilitator Spotlight
Meet one of our top facilitators…Alison Kelly
CWS Events
Anne Arundel Community College (AACC) would like to invite you to
Class act
experience first-hand:
Our most popular premier instructor-led training modules
New credit and noncredit programs and initiatives at the college
Meeting and conversing with our subject matter experts on these exciting topics
The Center for Workforce Solutions at AACC will be hosting these complimen-
tary, invitation only, training sessions to members of the local business community
in the form of ‘Java Spots.’
SHE’S NOT JUST AN INSTRUCTOR.
java spot n. – A Java Spot is a short, early morning training session
She’s an enter-trainer! featuring a “snapshot” look at training solutions available through the
Center for Workforce Solutions.
years, their clients have ranged from She has a gift of making every THE SERIES WILL INCLUDE (AND CONTINUE TO EXPAND):
state and county agencies to employ- encounter an unexpected, but
ers in private industry and the not- rewarding, learning experience! SPECIAL EVENT:
for-profit world, and include the city Recently, when teaching a class at CONSULTATIVE SELLING – 6 STEPS TO WIN MORE SALES
of Annapolis, Georgetown University Arundel Mills, the campus lost power. What if you could increase your sales… significantly? What if your sales force could win
Hospital, MD Transportation Author- The students were required to leave every time by using a planned sales call approach? Get tips from our former IBM sales
ity, Washington Hospital Center, the building until the power was expert and presenter who grew sales from $8 million to $42 million in one year! Learn
Maryland State Retirement Agency, restored, so she took the class on a about a new sales training and coaching program that will improve the sales capacity and
Alison Kelly is fun, creative and capability of everyone on your team.
one of the most popular instruc- Baltimore Ravens and many others. “field trip” to the mall. Always look-
Tuesday, Oct. 2, 2012; 9-11 a.m.
tors at AACC’s Center for Her extensive management and con- ing for new ways to relate to her stu- Arundel Mills Campus, 7009 Arundel Mills Circle, Hanover, Room 109
Workforce Solutions (CWS). sulting skills, coupled with her ener- dents, Kelly created a scavenger hunt
getic and empathetic approach, pro- for the participants that correlated TECH TALK: FORENSICS
THIS SELF-PROCLAIMED “ENTER- vide clients with unforgettable ideas and reinforced the curriculum for TBD – Includes presentation and tour of the new facility.
TRAINER” is originally from Ireland, for improving performance, processes that day. During this entire experi- Thursday Dec. 6, 2012; 1:30-3:30 p.m.
so her Irish accent and sense of and profitability. Kelly brings the ence she maintained contact with Center for Cyber and Professional Training, 7556 Teague Road, Hanover (Arundel Mills)
humor have a way of keeping stu- same enthusiasm to her other training CWS by texting updates and did not
dents engaged and motivated. It’s all role at AACC’s Professional Develop- let the power outage zap the lesson LEADING INNOVATION
part of Kelly’s natural ability to liven ment Office. or her students’ understanding. In Ideas don’t come from thin air. Learn how to encourage creative thinking and innovation
up any subject to dazzle a wide vari- Forget PowerPoints and PDFs! fact, her ultimate goal is for the out- in the workplace.
ety of clients and keep them return- Kelly’s training techniques include a comes of her workshops to develop Tuesday, Feb. 6, 2013; noon-1:00 p.m.
Webinar
ing to CWS for an encore. nearly endless bag-of-tricks. Legos, into life skills that help students
After moving to Annapolis from jigsaw puzzles, and self-designed beyond their workplace.
PROJECT MANAGEMENT OVERVIEW:
Ireland, where she had worked as interactive games are just a few of the STORIES FROM THE TRENCHES
a Personnel Manager, Kelly quickly unexpected methods that make her ALISON KELLY’S TRAINING Get an overview of project management through the story-telling of a seasoned expert.
moved from a temp Administrative workshops so unique and so effec- PHILOSOPHY Begin to learn a common sense approach to the fundamentals of leading an effective proj-
Assistant position to Quality Manager tive. Every course begins by getting My goal as an instructor is to share ect management team.
Position at a large environmental con- to know the client, their needs, mood proven knowledge and skills that will Tuesday, April 9, 2013; noon-1 p.m.
sulting firm. Her mastery of the ISO and expectations. This room for enhance each participant’s life skills, Webinar
9000 international quality manage- creativity is what motivates Kelly to giving them the tools they need to be
ment system allowed her to see the keep thinking of new ideas, even col- their best selves both in and outside WHAT’S YOUR EQ?
effectiveness of communication and laborating with other trainers to see of work. Learning through laughter, EMOTIONAL INTELLIGENCE IN THE WORKPLACE
It’s not what you think, it’s how you connect emotionally and manage your emotions that
hands-on exercises and real-life stories will enhance your success. Learn how to perceive and understand emotional meanings.
keeps adults engaged. I love to learn,
Part of my job is to observe people and see ways to so aside from attending seminars
Thursday, May 23, 2013; 7:30-10 a.m.
Glen Burnie Town Center, 101 Crain Highway N., Glen Burnie
motivate them, to connect them to the material in a and training, and continually reading
to keep current on human resource
way that is meaningful and relevant to them.” issues in our ever changing world, I
You will not want to miss these complimentary training sessions.
listen intently to our clients and par-
Please contact us now to reserve your seat.
employee input on process improve- what works best for a given situation. ticipants to glean knowledge from To RSVP, email cws@aacc.edu or call our offices at 410-777-2732.
ment and productivity. In 2003 she “Part of my job is to observe people their experiences. When you are pas- Space is limited, so make your reservations today!
ventured into the world of freelance and see ways to motivate them, to sionate about your subject matter, and
training and soon partnered with connect them to the material in a love to share with people, magic hap-
CWS to deliver innovative training way that is meaningful and relevant pens on a daily basis. This never feels For more information, visit
to a large variety of clients. Over the to them” Kelly commented. like work to me! www.aacc.edu/cws/javaspot.cfm
16 Workforce Solutions Alison Kelly: enter-trainer JAVA SPOT Workforce Solutions 17NONPROFIT ORG
US POSTAGE
PAID
PERMIT NO 273
ANNAPOLIS MD 21401
101 COLLEGE PKY
ARNOLD MD 21012-1895
The Center for Workforce Solutions at AACC offers numerous customized and
creative strategies to give your organization the competitive edge, including:
Accredited Degrees and Industry Certificates
Computer Technology
Occupational Language and Business
Communications
Global Business Solutions
Management and Leadership Training
Executive Development and Coaching
Succession Planning
Project Management Certification
Virtual and Multimedia Training
To learn more about these solutions, and many others:
www.aacc.edu/cws 410.777.2732 cws@aacc.edu
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