1. Contacts=Careers Gidget Hopf, Ed.D Workability International, Avape, Brazil

2. History & Overview of ABVI- Goodwill Founded in 1911 Mission “To prepare and empower people who are blind or visually impaired to be self sufficient and contribute to their families and communities.” Vision Rehabilitation Programs & Services Entrepreneurial & Business Focused

3. Creating challenging and rewarding careers for people with disabilities

4. From a Vision to Reality An idea - 1998 Management /Supervisory level staff on payroll at time of implementation Building renovations Appropriate selection of consultants External partners Securing contracts with little or no experience Resources for labor (blind/visually impaired) Adapting systems and environment

5. Early Beginnings

6. Our Center Today Infrastructure Staff Technologies Capabilities Customers Adaptive Technology

7. Infrastructure Newly renovated building (LEED) 75 seat capacity Substantial growth and expansion capability Systems 24/7/365

8. Staff Personnel 4 Managers 7 Supervisors—2 Blind/Visually Impaired 57 Full Time Equivalents—22 Blind/Visually Impaired (6 open positions) Wages Starting annual salary for an entry level position is $19,000 Starting annual salary for experienced new hire is $25,000 Starting annual salary for a federal contract is $35,000

9. Contact Center Technologies Private Branch Exchange (PBX) Automatic Call Distribution (ACD) Customer Relationship management (CRM) Performance measurement tools Agent greeting Scheduling software Web applications

10. Contact Center Capabilities Data management of information on all aspects of contact requirements Contact database development and maintenance Order processing Product and account inquiries Material storage and fulfillment Order entry and tracking Information and Referral Crisis Counseling

11. Serving our Customers $2.4m In Contracts Annually Environmental Protection Agency National Lead Information Hotline Toxic Substance Control New York State Insurance Department Healthy New York Growing Up Healthy New York State Civil Service Accident Reporting System New York State 211 Finger Lakes Veteran’s Administration Suicide Hotline (backup) Monroe County Crisis Hotline Point Nationwide Customer Service Department

12. Putting It All Together With Adaptive Technology

13. Adaptive Technology-Workability for People with Disabilities Adaptive technology is the process for integrating technology solutions to provide access where none was available before.

14. Tools for Independence Adaptive software provides changed methods of interacting with or enhancements to technology. Screen Readers JAWS for Windows is a powerful accessibility solution that reads information on the screen using synthesized speech. Screen Magnifiers MAGic provides magnification modes allowing a full screen or adjustable view that let you see both a magnified and unmagnified portions of the screen at the same time. In Windows there is an accessibility wizard. Braille Displays These devices operate by raising and lowering different combinations of pins electronically to produce in braille what appears on a portion of the computer screen.

15. Tools for Independence Large Monitor Provides larger text or graphics while keeping all material on the screen. Screen Resolution By lowering the screen resolution, bigger pixels are used resulting in larger text and graphics. Video Magnifier (also known as closed circuit television systems or CCTVs) Video magnifiers consist of a video camera connected to some type of monitor such as a TV.

16. Providing an Accessible and Accommodating Environment Environment Workstations Printed Documents Telephone & Headsets Keyboards

17. Center of Excellence ABVI-Goodwill’s Call Center is the first program to be honored as an NIB Center of Excellence in recognition of its excellence in service delivery and creation of employment opportunities for people who are blind or visually impaired. As a COE, ABVI-Goodwill has trained over 100 individuals and organizations in Call Center Development

18. Questions & Answers Thank You! 422 South Clinton Avenue Rochester, NY 14620 Phone: (585) 232-1111 Fax: (585) 232-3111 www.seegreatthings.comwww.seegreatthings.com www.goodwillfingerlakes.comwww.goodwillfingerlakes.com