The Cape & Islands WIB has undertaken a project designed to both assist Cape residents who are 55+ in their search for a meaningful job, and to educate local employers about the benefits of hiring 55+ individuals.

The WIB currently has an inventory of over thirty 55+ individuals available to employers. Many are trained in customer service and computer applications. For more information contact Debra Banwick at (508) 862-6134.

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55+ TRAINING PROGRAM TARGETS INSURANCE INDUSTRY JOBS

One of the exciting new projects that the Cape and Islands Workforce Investment Board (WIB) has trained our 55+ population for careers in the insurance industry .

We have prepared 20 individuals for careers as Customer Service Representatives in the region’s insurance agencies . These are good paying jobs that the agencies find difficult to keep staffed .

The 55+ Committee of the WIB researched a number of employment sectors to determine where a need existed that 55+ trained individuals could meet . One important sector of the local economy that surfaced is the financial services sector, which employs over 4,500 individuals . We also learned that the financial services area contained a number of institutions that were already employing significant numbers of older workers .

In refining our search we were led to the insurance industry for two reasons . First of all, there is a large number of insurance agencies in the region (over 60), with over 800 employees . Secondly, we understood anecdotally, that there was a significant need for Customer Service Representatives (CSR’s) in the agencies .

With this information in hand we wanted to gather further information to make sure that these jobs were appropriate for a group of 55+ individuals to fill . So our next step was to focus group a number of local insurance agencies . The results of the focus group confirmed the information that we had previously surmised . There is a constant need for CSR’s on the Cape , and many of the agencies already fill these positions with older workers . The focus group also provided us with a blueprint of the type of training that would prepare our trainees for the positions .

We further refined our understanding of the needs of the insurance industry for CSR’s by conducting a telephone survey of the agencies on the Cape . Over half of the agencies shared information with us . This high response rate further convinced us that we have accurate, actionable data that will lead to the success of our pilot program .

The reason that we consider this a pilot program is that we are seeking to develop a model that can be applied to other occupational categories . We want to be able to continue to provide the businesses in the region with valuable employees drawn from our largest population group, the 55+ age group .

So exactly what type of training are we providing? We have started our first cohort of trainees on a rigorous computer training program that will provide them with, at minimum, intermediate skills in the Microsoft Office suite . This training will ensure that our cohort will possess the requisite technology skills to function at a high level in the modern, computerized workplace .

In addition to this general computer training we are providing very specific training on a computer software system that is installed in many insurance agencies today . The system is called the AMS 360 system and provides the vehicle by which local agencies communicate with the large underwriters who provide the coverage to their clients . While this is not the only system installed in local insurance agencies, it is one of about 3 available systems that are in use . The differences between the systems are less significant, we are convinced, than the fact that our trainees are exposed to one of the major software packages in use .

We will also be providing our cohort with insurance specific customer service training . What I mean by that is that we will be embedding insurance nomenclature and concepts into a program of customer service training . One of the great strengths of 55+ workers is that, in general, they are much better suited for customer service jobs than younger workers . Their life experiences and empathy are valuable assets in this type of work .

We will also be providing our group with career transitional training and counseling that will help them to better understand the dynamics of the workplace, and their role in their new careers . National research makes us aware that not all 55+ workers transition easily into new roles . We intend to provide our trainees with “real world” experiences that will help to prepare them for what they will face at the workplace .

A project like this requires many individuals to be successful . I want to thank the members of the WIB’s 55+ Committee who have worked on these issues for several years . Their names are listed elsewhere in this publication . We owe a special debt of gratitude to State Senators Rob O’Leary and Therese Murray for securing $95,000 to allow us to put our plans into action . The Barnstable County Economic Development Council has provided a $25,000 grant that is dedicated to the training program .

Thank you to all involved . We are looking forward to providing 55+ employees for many other employers over the coming years .