Contacts=CareersGidget Hopf, Ed.DWorkability International, Avape, Brazil

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

Creating challenging and rewarding careers for

people with disabilities

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

Early Beginnings

Our Center Today

Infrastructure Staff Technologies Capabilities Customers Adaptive Technology

Infrastructure

Newly renovated building (LEED)

75 seat capacity Substantial growth and

expansion capability Systems 24/7/365

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

Contact Center Technologies Private Branch Exchange (PBX) Automatic Call Distribution (ACD) Customer Relationship management

(CRM) Performance measurement tools Agent greeting Scheduling software Web applications

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

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

Putting It All Together With Adaptive Technology

Adaptive Technology-Workability for People with Disabilities

Adaptive technology is the process for integrating technology solutions to provide access where none was available before.

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.

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.

Providing an Accessible and Accommodating Environment

Environment Workstations Printed Documents Telephone & Headsets Keyboards

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

Questions & Answers

Thank You!

422 South Clinton Avenue • Rochester, NY 14620Phone: (585) 232-1111 • Fax: (585) 232-3111www.seegreatthings.com www.goodwillfingerlakes.com