Port Jobs Industry Partnership Model - Career Pathway Strategies at Sea-Tac International Airport
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Port Jobs Industry Partnership Model
Career Pathway Strategies at Sea-Tac International Airport
January 2015Cover photo by Don Wilson, Port of Seattle
Introduction
Sea-Tac International Airport plays a vital role in King County, Washington as both an economic
engine and a 24-7 employment center that provides significant numbers of entry-level job
opportunities. In 2013, there were more than 18,300 jobs at the airport in airlines, air cargo,
ground service, food service/concessions, security, retail, and car rental/transportation
companies. 1
New job quality initiatives enacted by the Port of Seattle and Alaska Airlines have:
increased the minimum compensation of certain airport jobs;
sharpened the focus on safety and security at the airport; and
increased and enhanced onsite training to retain a skilled airport workforce. 2
Port Jobs is deeply embedded at Sea-Tac Airport, having operated the high demand Airport
Jobs center since 2000. Airport Jobs serves an average of 6,500 job seekers each year, who
include the unemployed as well as workers looking for next-steps jobs. Port Jobs also supports
skill-building and career advancement of incumbent airport workers through Airport
University, a partnership with Highline College and South Seattle College that offers credit-
bearing classes onsite at the airport. A Port Jobs career navigator helps incumbent workers
with education and career planning.
Employers play a critical role in the work of Port Jobs. Each year, Port Jobs works with upwards
of 100 airport companies to identify hiring needs, list open positions, host hiring events, and
train incumbent workers. In 2014, Alaska Airlines made a multi-year investment in Port Jobs
that will double the number of Airport University courses at the airport and provide
scholarships to incumbent airport workers to pursue post-secondary training at area colleges.
Additionally, Boeing Global Corporate Citizenship provided multi-year funding for an onsite
career navigator.
Report Overview
In 2014, with funding provided by the National Fund for Workforce Solutions, SkillUp
Washington contracted with Port Jobs to support its International Trade, Transportation, and
1
Martin Associates. The 2013 Economic Impact of the Port of Seattle. (Prepared for the Port of Seattle; October
27, 2014).
2
In 2014, the Port of Seattle Commission raised the minimum wage for aeronautical workers to $11.22 per hour
and total compensation to $13.72 effective January 2015. Alaska Airlines raised the minimum wage for its
subcontracted positions to $12 per hour.
1Logistics Workforce Partnership work. Part of these funds were used to interview airport
companies about hiring and training needs and to begin exploring next-step Airport University
course offerings that facilitate career progression for incumbent airport workers. Port Jobs
interviewed several airport companies including Alaska Air and Alaska Air Cargo, Horizon Air,
Swissport Cargo, Hanjin Global Logistics, Swissport Fueling, and Delta Cargo. Additionally, Port
Jobs participated in quarterly air cargo stakeholder meetings, concessionaires meetings, and
airport safety committee meetings, which provided additional venues for engaging airport
companies.
This report documents Port Jobs’ employer engagement partnership model and presents a brief
overview of the findings emerging from company interviews. It also builds on results of
previous SkillUp investments in Port Jobs, which have included:
The completion of Port Jobs’ report On the Move, which explored career pathways in
international trade, transportation and logistics (ITTL) and informed Port Jobs’ next
steps efforts in this arena.
An employer-college convening hosted by Port Jobs and the Center of Excellence for
Global Trade and Supply Chain Management that facilitated connections between ITTL
companies and area colleges offering ITTL certificate and degree programs.
The formation of stronger industry partnerships between Port Jobs and Sea-Tac Airport
employers.
Report Structure
The report findings are divided into three sections:
Section 1 – Port Jobs Industry Partnership Model, which defines the core elements of
Port Jobs’ model for working with employers.
Section 2 – Employer Interview Summary, which highlights employer feedback the key
skills and qualities for entry and advancement, as well as hiring needs.
Section 3 – Next Step Career Pathway Building Priorities, which outlines next step
strategies, which Port Jobs may pursue in light of employer feedback.
2Section 1: Port Jobs Industry Partnership Model
The Port Jobs Industry Partnership Model falls into three main areas of work:
1. Identify Airport-Related Career Pathway Opportunities
Meet annually with airport employers and related employer associations to
identify hiring needs, career pathway opportunities, and training needs.
Companies represent different airport employment sectors, including air cargo,
airlines, ground service, food service/concessions, security, car
rental/transportation and skilled trades. Ensure that these meetings include the
Airport Jobs Manager and Airport University Manager, as well as the Career
Navigator and research staff.
Administer a standardized employer interview tool to employers and update
results on an annual basis. See Appendix 1 for Port Jobs’ current tool.
Discuss employer barriers to job hiring, retention and advancement; identify
relevant factors (such as outsourcing, regulatory changes, or company data
about safety and security) that point to the areas where training is not available
or where more training is needed than the company provides;
Jointly brainstorm ways with employers to address these barriers using Airport
Jobs or Airport University career access and advancement resources.
Document and share next steps soon after employer meetings. This helps keep
the industry partnership intact even if there are staffing changes.
2. Engage Industry Partners in Program Services, Planning, Design,
Recruitment and Evaluation
Engage airport employers in Port Jobs’ job search and educational services. For
example, invite companies to post jobs through Airport Jobs, to market Airport
University certificate and course offerings to employees, and to participate as
guest speakers and curricula developers.
Utilize industry partner technology and communication systems to recruit
incumbent workers to career advancement opportunities.
Participate in key airport stakeholders meetings, such as quarterly cargo,
concessionaires, station managers, and safety committee meetings. These
forums provide an opportunity to stay engage and solicit feedback from airport
companies on program services.
3 Continually use employer feedback to inform career access and advancement
strategies.
3. Demonstrate the Added Value of Port Jobs to Industry Partners
Share information about upcoming Airport University course offerings, and other
related training available through Port Jobs’ college partners.
Collect demographic, employment and outcome information necessary to
develop an Airport Jobs Company History on an annual basis to companies.
These data points include the number of job seekers who received assistance
and found different types of employment through the Airport Jobs office, and
the numbers of incumbent workers who earned credits and certificates through
Airport University.
Discuss the Airport Jobs Company History data with employers, and jointly
brainstorm next steps to build on this partnership.
Sponsor and coordinate industry panels that build pathways between airport
employers and college partners offering relevant certificate and degree
programs. Colleges participating in Port Job’s trade/transportation/logistics
convening, for example, reported that hearing directly from employers about
desired skills and skill gaps was of great value in educational program planning.
Track WARN (impending company layoff) notices and intervene, as needed, to
support the next step career moves of persons who will soon losing their jobs.
For example, Port Jobs reached out to United Airlines, which recently issued a
notice that it would be laying off more than 250 flight attendants, to offer
assistance to flight attendants who were interested in applying for other
positions at Sea-Tac Airport.
Ensure that companies with contract changes, closures or other circumstances
that significantly influence their hiring needs are invited to access the resources
of Airport Jobs. This could include, for example, a company that is awarded a
new contract who needs to quickly hire 10 new workers.
Share information about how Port Jobs scholarships are supporting and
enriching the lives of Sea-Tac Airport incumbent workers and employers.
4Section 2: Employer Interview Summary
Employers were asked about hiring needs and key qualities/skills needed for entry and
advancement. Key findings are presented below.
Hiring Needs
Companies were asked about upcoming hiring needs that would provide entry into various
airport career paths. Specific opportunities include:
Fuelers, which start at $11 per hour and offer opportunities to advance to lead positions
or tank farm operators ($13 per hour).
Customer service agents, which start at nearly $12 per hour. Those positions within
airlines offer opportunities to advance to Lead and Supervisor roles.
Flight attendants, which are typically union positions with stepped wage increases
based on years of service.3
Some employers noted an ongoing need to fill mechanic positions to work on a variety
of equipment, vehicles and support vehicles. These positions start at $16 per hour, but
typically require a few years of mechanic experience.
Some employers noted that they need entry-level employees who can move into Lead
and Supervisor positions as many companies prefer to hire from within. One cargo
company, for example, requested assistance filling an Operations Supervisor position as
they were having trouble finding a qualified candidate with industry experience, cross-
knowledge of office and warehouse functions, written and oral communication skills,
and leadership/management skills.
Key Skills and Qualities for Entry and Advancement
When asked what skills and qualities are most important for people entering and advancing in
airport careers, companies echoed many of the findings from Port Jobs’ past research. These
include strong customer service skills, verbal communication skills (including clearly speaking
on two-way hand held radios in ramp, ground service and fueling positions), basic computer
skills, and problem-solving skills. Workers must know and follow safety and security
procedures, as well as be reliable and dependable. Some employers identified a need to build
workers’ written communication skills, particularly those in an office environment, such as
cargo office agents.
3
One major Sea-Tac airline is expecting to hire new flight attendants. At the same time, in October United Airlines
announced that it would close its Seattle flight attendant base. This closure will affect more than 250 flight
attendants who may choose to relocate or commute to another base airport. Some will likely fill flight attendant
job openings at other companies.
5Most next-steps jobs involve increasing levels of supervision and management. A common
advancement pathway is to move from Frontline Agent, to a Lead who typically supervises
several agents, to a Supervisor who manages agents/leads and operations. Supervisor
positions are typically the entry point into management careers. In addition to the skills already
identified, leadership and supervision skills are critical for advancement.
Employers also said when they look for candidates for next-steps positions, they look for people
who take the “initiative” or who have “drive”. This could be demonstrated, for example, by
building skills through an Airport University class, pursuing a certificate or degree program or
asking to learn about different cross-job functions. Cross-function and cross-operational
experience can also help workers advance, as many companies promote from within. Airport
workers may move to jobs in other departments or companies to build knowledge in different
operational areas and to gain experience before advancing to higher level positions.
The box below summarizes key skills and qualities for entry and advancement in airport
careers.
Key Entry Skills and Qualities
Strong customer service skill (patience, active listening, clear
speaking, friendliness)
Computer skills (keyboard proficiency, use of Microsoft Office
software and/or company-specific software)
Strong verbal communication skills, including speaking clearly on
two-way hand held radios
Written communication skills
Flexible thinking, problem-solving and decision-making skills
Demonstrated knowledge of safety and security standards
Reliability/dependability
Advancement Skills and Qualities
Leadership/supervision skills (ability to supervise people,
interpersonal skills)
Taking initiative for additional learning, growth and skill building
Cross-function and cross-operations knowledge and experience
(e.g., understanding both warehouse and office operations)
6Section 3: Next Step Career Pathway Building Priorities
The following next step priorities emerged from the employer interviews.
Build incumbent workers’ skills in four key areas: 1) customer service, 2)
safety/security, 3) leadership/supervision, and 4) business technology
In addition to Airport University’s ongoing course offerings in business technology and
customer service, Port Jobs has added new courses that respond to employer demand
and promote key skill areas. In 2015, these include:
o Leadership and Supervision, targeted to front-line staff and current Leads. This
course is taught by a former airport employer. Explore options for offering next-
steps courses that build leadership and supervision skills.
o Introduction to Homeland Security with Highline College to enhance workers’
knowledge of security and related FAA, TSA, and IATA (International Air
Transport Association) regulatory information. This course is part of a 19-credit
Introduction to Homeland Security certificate. Port Jobs will explore whether to
offer additional courses in this certificate at Airport University.
o Workplace Safety (new short-term certificate) in partnership with South Seattle
College. This certificate will be comprised of four key safety classes including:
First Aid, CPR, OSHA10 and Hazard Communication.
Embed opportunities for students to build leadership skills in Airport University courses.
For example, one employer identified a need for workers to professionally present
themselves and their ideas saying, “This is the difference between an employee and a
leader.” Airport University courses such as PowerPoint include student presentations,
which build not only students’ computer skills but their public speaking skills as well.
Incorporate real world work scenarios into Airport University courses and Airport Jobs
career navigation strategies. An example, shared by a cargo company, might include: a
company was supposed to deliver a package by a certain date and time, but failed to
make the delivery as promised. How does a front-line worker respond to the customer
and what are the options available?
Explore embedding business communication/writing skills into current Airport
University classes and/or offering as a standalone class. Topics identified by employers
include, for example, how to respond in writing to different audiences (an internal vs. an
external audience), how professional email responses differ from texts, and basic
grammar.
7 Encourage all Airport University students to include their participation in Airport
University classes on their resume, as this could signal their drive and initiative to
employers, underscoring what Alaska Airlines refers to as the “Alaska spirit.”
Explore strategies to make Airport University classes accessible to a broader
range of industry partners and airport workers
Explore alternate times to offer Airport University classes as identified by airport
employers, including Sundays, afternoons and evenings, and update course offering
times to reflect seasonal changes.
Explore offering hybrid courses (part online/part classroom) through Airport University.
These courses could provide more flexibility for workers such as those who cannot
attend classroom-only sessions, who work outside of the main airport terminal (i.e.,
cargo or rental car workers) or whose schedules change.
Facilitate awareness of and build linkages to jobs opportunities at Port Job’s
key partner Alaska Airlines
Alaska Airlines will create a LinkedIn group exclusively for Port Jobs’ clients, which will
communicate new job openings, highlight success stories, and announce upcoming
career fairs. Airport University students will sign up for the LinkedIn group as part of
classes.
Alaska Airlines staff will visit Airport University classes such as customer service,
leadership/supervision and business technology to do short presentations about the
LinkedIn group, the company and career pathways.
Promote Alaska Airlines jobs openings at Airport Jobs.
Explore offering Information Fairs at Airport Jobs to educate job seekers about specific
in-demand jobs at the airline (such as, “So you want to be a flight attendant?”).
Explore opportunities to place promising Airport University students in internship or
“temp pool” positions at Alaska Airlines as an on-ramp strategy to jobs in the airline.
Enhance recruitment and referral pathways to airport jobs
Identify promising students in Airport University classes and refer to next steps jobs at
partner companies, such as Alaska Airlines.
8 Enhance opportunities to recruit veterans who have had transferable experience to
relevant jobs (including mechanics, cargo workers, etc.), as several companies have
stated they want to hire veterans.
Work with area colleges to recruit graduates of relevant programs for jobs at the
airport. Programs would include those such as trade/transportation/logistics, aviation
management, and travel/tourism/hospitality management.
Increase referrals of talented workers to fill the diesel mechanic talent shortage and
ramp up efforts to meet increased demand for fuelers.
Inform airport job seekers of the different types of training (explosive trace detection
screening, dangerous goods, forklift) that they will receive at airport companies, as this
will increase their interest in and understanding of the career paths associated with
different jobs.
Continue employer engagement efforts
Continue to interview employers representing different airport employment sectors. In
2015, Port Jobs will target FedEx, Delta Airlines, CargoLux, HMS Host, and TSA, among
others.
Explore opportunities to build internship opportunities with airport companies,
particularly at Alaska Airlines, air cargo companies that often seek to hire workers with
relevant industry experience, and other large airport employers.
Invite employers to utilize the Airport Jobs office to hold open interview sessions and
promote these sessions with Port Jobs’ clients.
Supporting the entry and advancement efforts of workers in airport careers at Sea-Tac Airport
is a strong priority for Port Jobs. Port Jobs’ industry engagement model as outlined above
assures that programs and services are relevant and meet critical needs of industry employers.
With recent investments from Alaska Airlines and Boeing, Port Jobs is poised to expand its
efforts to increase incumbent worker skills, recruit strong candidates for open positions and
build a strong airport workforce.
9Appendix 1: Port Jobs Employer Engagement Tool
Company Name:
Contact Person/Title:
Date of Interview: ________/________/________
(Complete Prior to Interview)
Number of Airport Jobs Hires (2010-2014)
Number of Employees who have attended Airport University: (2010-2014)
1. What are your company’s entry level hiring needs? What kinds of career paths exist for employees
who enter these jobs? (Prompt for number of workers in entry and next-steps job titles and for
wages; Prompt for training needed to advance along the career path)
2. Does your company offer any training that helps workers advance?
3. We are currently expanding our Airport University courses. Are there any particular courses,
certificates, or training that you wish we could offer at Airport University that would increase your
company’s productivity, safety, security, customer service?
4. Does your company have difficulty finding qualified workers? For which jobs? What are the
requirements (skills, certificates, education, and experience) for these jobs?
5. Does your company anticipate any changes (regulations, technology, layoffs, expansions, etc.) that
will influence the hiring and/or career advancement needs of your employees?
Thank you. We will use your feedback to improve our services at Airport Jobs and Airport University.
We will also share information with our college partners to keep them informed about your companies
hiring and training needs.
10Appendix 2: Airport Interview/Engagement Summary, By Company Type
Company Main Hiring Needs Entry skills/Qualities Advancement Airport Jobs/Airport U
Type Jobs/Positions Suggestions or Next Steps
Fueling Fuelers $11/hr, Will double the Fuelers need to be: Ramp Agent could be good Port Jobs will host open
$1 increase after number of fuelers o Reliable/dependable base experience to move to a interview session for
60 days in next 12 months o Get to work on time fueling position upcoming fueler openings
Tank Operators due to new o Good fit with company A fueler may move to lead, and assist in recruiting
$13/hr contract o Physically able to do job which helps direct fuel trucks mechanics
Ongoing need for o dependable on airfield
Mechanics start
diesel mechanics Mechanics need to be able to Some fuelers may advance to
at $16/hr, up to
– work on variety work on older machines; tank operator positions.
$20/hr with
of equipment, students in vocational Must be sharp, understand
experience
vehicles, support education often learn brand emergency procedures; Mostly
Administrative & vehicles. Need new technology, which is too hire from within for operators
Management experience, advanced for what the Company is looking to create a
positions troubleshooting company needs. new position between Lead and
ability, “good
Must read/speak English; this is Supervisor, which would take
head on on some supervisor functions.
a safety issue – as workers
shoulders”
must be able to interact with
flight crews, etc.
Need to be able to talk on two-
way handheld radio; do simple
math calculations on calculator
Cargo Warehouse Need employees Strong customer service skills, Advancement structure is similar to Interested in building workers’
Agent $11/hr who can move up particularly for office agents other airport jobs: skills in:
Cargo Office to lead and who work with different o Cargo/warehouse agent Managing customer
Agent $12/hr supervisor customers, e.g., truckers, o Lead service in a cargo
positions customers picking up packages, o Supervisor environment
and freight brokers. Must be o There is 1 lead: 4-5 agents Leadership/supervision
“tough with tact”; skills
defuse/resolve conflict. CPR/First Aid, as few
Problem-solving – how many employees have these
solutions can you come up with workplace safety skills
and how can you implement
them quickly?
Data entry skills
Cargo Warehouse Will be filling an Applicants must pass drug test They like to promote from AU class timing is a
Agent $11/hr Operations Hard to find people with within. Just promoted 2 leads challenge for workers.
Customer Supervisor. background in the industry. to supervisor. 1 supervisor was Afternoon or Sunday class
They hire a lot of people with an external hire b/c there were
11Appendix 2: Airport Interview/Engagement Summary, By Company Type
Company Main Hiring Needs Entry skills/Qualities Advancement Airport Jobs/Airport U
Type Jobs/Positions Suggestions or Next Steps
Service Agent hotel and restaurant no internal candidates times would be preferred.
$12/hr experience, so company does a Operations supervisor, for Interested in security
Full-time staff lot of training. example, needs industry classes to help workers
gets Workers don’t always experience, knowledge of both understand regulations
benefits(e.g., understand the bigger picture office and warehouse such as those related to the
insurance, of the cargo/logistics industry. operations, written/verbal FAA, TSA, and Int’l Air
vacation, 401k, communication skills, office Transport Association
personal days) skills, leadership skills. Some (IATA).
college is helpful.
Interested in workplace
safety classes and customer
service classes.
Cargo Ramp Service Key quality = “above and Advancement Opportunities Build customer service
Agent (RSA); beyond” customer service RSA to Lead RSA – oversees scenarios into AU classes,
$11.59 Some experience in warehouse breaks/lunches; communicates i.e., can’t deliver package as
Customer Service or forklift is helpful; as is with supervisor, staffing agreed – what options are
Agent (Freight) ; airport experience. CSA to Customer Service Lead available now?
$11.69/hr Strong verbal communication Can move into training dept. Cargo workers deal with
Step increases skills, e.g., being able to gray areas; It would help to
based on years communicate thoughts and Supervisor is entry point for teach people about how to
of service. Wage experiences. management track. Need follow procedures but
tops out at $20+ Dexterity of thinking, i.e., know supervisor experience; respond flexibly to new
per hour. procedure but need to be able certificate/degree not required information or situational
Unionized to take current situation into changes.
account in determining a
Build decision-making skills
response
Ability to use a computer Have students put Airport U
classes on their resumes as
this demonstrates initiative.
Airline Passenger Currently hiring Previous customer service A front-line agent could move Teach interview and
Service Agent, for Ground experience preferred to Team Captain and then to presentation skills, i.e., how
$11.88/hr Service Agent Friendly, knowledgeable, polite Trainer to present oneself in an
Ground Service in all situations Some move to other interview, what you want to
Agent , Strong teamwork skills departments within company do and change, and your
$11.88/hr Strong verbal communication to gain well-rounded ideas
Flight Attendants skills experience and skills
(union) Ability to communicate clearly
Step increases on a two-way radio (e.g., Workers who take college
12Appendix 2: Airport Interview/Engagement Summary, By Company Type
Company Main Hiring Needs Entry skills/Qualities Advancement Airport Jobs/Airport U
Type Jobs/Positions Suggestions or Next Steps
numbers, airline acronyms) classes are taking ownership of
Perform basic math what they need to do to
Predictable attendance advance in their careers.
Airline Multiple In next 12 months will Customer Service is critical Customer service is critical Partnership ideas:
be filling many: Create an online site for
Flight Attendants Airport Jobs/Airport U to
Customer Service communicate new
Agents openings, career fairs,
success stories
Be a guest speaker in AU
classes
Host information fairs re:
specific jobs
Cargo Customer Service Company is Ideal candidate: Warehouse job progression: Workplace safety courses
Agent (Part-time, expanding at Sea- Reliable Part-time Customer Service are valuable for applicants,
non-benefitted), Tac and will be On-time Agent because it demonstrates
$11.25/hour hiring part-time Good attitude Full-time Customer Service additional knowledge that
Customer Service workers Teamwork Agent is relevant to the job
Agents (full-time HS/GED required Lead
with benefits), Some additional education Performance leader
$11.75/hour makes a difference; shows Management positions
some “gumption”
/investment in oneself Office jobs:
Acceptance Agent (front
Forklift experience helps, but not counter)
required. Company does its own Dangerous Good
forklift training after hire. Acceptance
Export or Import Agent
Coordinator position
Different “specialties” – Leads,
Dangerous Goods Coordinator
(ensure all packages properly
accepted), Customs Coordinator
For advancement, looking for
13Appendix 2: Airport Interview/Engagement Summary, By Company Type
Company Main Hiring Needs Entry skills/Qualities Advancement Airport Jobs/Airport U
Type Jobs/Positions Suggestions or Next Steps
workers who have a commitment to
the company; good attendance
Various cargo n/a n/a n/a n/a Training needs:
companies Business Communication,
e.g., how to respond to
Suggested email; basic grammar;
training email writing etiquette,
needs internal vs. external
audiences
from
Presentation and public
stakeholders
speaking skills, e.g., how to
meeting professionally present
oneself and share key ideas.
“This is the difference
between an employee and
a leader”.
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