Customer Service: Who Pushes Your Buttons?
I've had the distinct privilege of working with a number of agencies
and individuals over the past two years whose primary focus is to
assist individuals who were previously incarcerated. This group,
referred to as ex-offenders by the U.S. Department of Labor (DOL),
brings with it a number of unique challenges and opportunities.
One of the first things I cover in all of the trainings I do about a
specific group of job seekers is the basics. Like any business, if we
don't know and understand our target market, how are we going to be
able to effectively provide services? First, let's look at a few
statistics. According to the Bureau of Justice Statistics, in 2008,
there were 2,320,984 people who were incarcerated in federal/state
prisons or local jails. That averages to about 1 in every 100 persons
living in the United States. Nationally, 18% of those incarcerated
were Hispanic, 48% Black, 7% Caucasian and 28% listed as "other." In
the state of California (where I'm at), the landscape was very
different. Individuals of Hispanic decent made up 39% of the
population, with the remaining being 29% Black, 26% Caucasian, and 6%
identifying as "other."
Another distinguishing feature of this group was the presence of
disability. While current statistics are often difficult to confirm
and sources vary widely, the data that does exist suggests a high
percentage of those incarcerated also have disabilities. The presence
of psychiatric disabilities ranged from 16-25%, while a 2004 survey
done by the Bureau of Justice Statistics found that 53% of inmates met
the Diagnostic and Statistical Manual of Mental Disorders (DSM-IV)
criteria for substance abuse or dependence. Medical conditions, such
as arthritis, hypertension, or heart problems, were found in 44% of
inmates. Learning disabilities were seen in 1 in 4 or 23% of inmates,
with the numbers reportedly higher in younger offenders. My contacts
in the field believe the presence of disability is much higher than
what these statistics reveal, especially since some sources base their
numbers on self-report.
If that's not enough, there is the social stigma (particularly if the
crime was violent or sexual), potential lack of family support and
community resources, possible employment restrictions, and, based on
how long someone has been incarcerated, the adjustment period of being
out of prison. Interestingly, the number one challenge for someone
leaving prison usually isn't the initial meeting with their parole
officer, finding a job, or getting benefits planning counseling. With
limited funds for a security deposit, the potential reluctance of
landlords to rent a unit, and the barring of certain criminal
convictions from public housing, finding suitable housing is seen as
the number one challenge.
While I've only touched on a few areas, you can see just from this
information alone that the need to connect with other service
providers is absolutely essential. Often, agencies spread themselves
too thin and try to meet each and every need on their own. Because
the needs of someone who was previously incarcerated can be so varied,
your goal should be to bring together the "experts" from each area of
service (e.g. housing, job placement, disability-related, etc.). The
next article will focus on what partners to consider bringing to the
table and strategies for building those relationships.
Customer Service: Who Pushes Your Buttons?
By: Lisa Jordan
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