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3 INTERN MANAGER TOOLKIT TABLE OF CONTENTS Pg Section 5 HI + CONGRATULATIONS! 7 ABOUT THIS WAY AHEAD GOALS 8 PROGRAM CALENDAR 13 ROLES & RESPONSIBILITIES: OVERVIEW OF TWA IN MY CITY 15 ROLES & RESPONSIBILITIES : INTERN MANAGERS INTERN MANAGER TRAINING POSTING INTERNSHIPS INTERVIEWS & OFFERS RECRUITING BIG SIBS COACHING THE INTERNS COMMUNICATING WITH THE NONPROFIT JOB COACHES VOLUNTEERING 21 MY INTERN MANAGER CHECKLIST 23 FAQS 27 APPENDIX 2016 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 3

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5 INTERN MANAGER TOOLKIT HI + CONGRATULATIONS! Congratulations on being selected as a This Way Ahead Intern Manager! This Way Ahead (TWA) is an awesome program that gives teens and young adults the opportunity to experience their first jobs in our stores. Your role as a TWA Intern Manager is super important. You serve as a coach for your store s TWA interns. Your support and guidance will help these interns develop skills they ll need to succeed in your store and in their future careers. You may even change their lives. As a leadership team member of your store, you already have the skills you need to be successful in your role as TWA Intern Manager. We are here to provide additional resources and support. This toolkit is your roadmap for your journey as Intern Manager. It contains an overview of your roles and responsibilities, handy checklists, and other resources. Thank you for sharing your knowledge and skill with this year s TWA interns! 2016 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 5

6 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

7 INTERN MANAGER TOOLKIT ABOUT THIS WAY AHEAD Remember your first job and what it taught you? A first job is not just a milestone for many young people, especially those with limited opportunities, it can be life-changing. Beyond taking on new responsibilities and learning new skills, working for the first time can profoundly shape an individual s goals and prospects for the future. Our internship program, This Way Ahead, aims to provide this critical first job experience to teens and young adults who face barriers to employment. Launched in 2007, This Way Ahead builds on the powerful connections between our employee volunteers, the youth we serve, and the opportunity to experience a first job in our stores. Participants who are recruited through our TWA nonprofit partners attend workshops led by nonprofit staff with expertise in job training, and also participate in training activities facilitated by volunteers from Gap, Banana Republic and Old Navy stores. These trainings equip the participants with the skills they need to get and keep a job. HERE S HOW IT WORKS: TRAINING APPLY FOR INTERNSHIP INTERVIEW + HIRE INTERNSHIP Teens and young adults receive job training through a nonprofit Store employees participate in training as volunteers Stores post internship openings on thiswayahead.com Teens and young adults apply for internships at thiswayahead.com (which provides additional virtual training) Participating stores interview & hire interns Interns start to work in stores; internships are 120 hours in length (typically 12 hours/week for 10 weeks) Interns receive ongoing support from nonprofit job coaches and from store colleagues When internships end, qualified interns receive offers for ongoing employment Details on the responsibilities of the Intern Manager during each phase of the program can be found in Roles & Responsibilities: Intern Managers (pages 15-19) and My Intern Manager Checklist (page 21) Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 7

8 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

9 INTERN MANAGER TOOLKIT 2016 GOALS In 2016, our goal is to give 600 interns across 10 cities in North America a first job experience. Your brands set these goals because the graduates of TWA are great employees: their retention rates are higher than their peers, and they have some of the best engagement scores in the company. And This Way Ahead employees bring essential diversity to Gap Inc. s workforce: 98% of This Way Ahead participants self-identify as minority. In other words, youth have gained valuable skills and landed jobs, and we have gained access to a strong pipeline of talent. As we expand this year, we want to ensure that TWA continues to deliver strong results to the interns and to our business, so we ve set the following goals for We ll use these goals to measure the success of TWA: For new TWA cites: at least 75% of interns will complete their internships For cities that participated in TWA in 2015: at least 85% of interns will complete their internships For all TWA cities: At least 65% of youth who complete internships will receive offers to be permanent part time or seasonal employees At least 60% of interns increase their soft skills (e.g., communications, problemsolving, interpersonal skills, decision-making, time management, relationship-building) At least 60% of interns increase their confidence By working towards these goals, you ll increase the level of skill and talent in our stores, and you ll also help change the interns lives. Here s how Alicia, a TWA intern from Houston, described the impact that her manager had on her: My manager, Natalie, told me that by learning and practicing good customer service skills, more doors would open for me in the future. Now I know how to address any customer and make them feel like they are at home when shopping here The whole experience of the program gave me a lesson in life that we should never take no as an answer because we can do more than we think we can Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 9

10 APRIL MAY JUNE JULY AUG SEPT OCT Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

11 INTERN MANAGER TOOLKIT PROGRAM CALENDAR Your This Way Ahead interns start working in your store in July. The exact date varies by city and by brand. You ll receive a more specific calendar from your City Leader. More details, including a week-by-week list of tasks can be found in the My Intern Manager Checklist section on page 21. YOUTH COMPLETE JOB TRAINING WORKSHOPS AT NONPROFIT FEB MAR APRIL MAY City Kick-Offs Youth apply for internships via thiswayahead.com Internship interviews YOUTH RECEIVE ONGOING SUPPORT FROM NONPROFIT JOB COACHES JUNE JULY AUG SEPT OCT Internship interviews TWA internships (approx. July-Sept.) PPT & seasonal offers 2016 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 11

12 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

13 INTERN MANAGER TOOLKIT ROLES & RESPONSIBILITIES: THIS WAY AHEAD IN MY CITY The TWA program is a partnership between Gap Foundation; Gap, Old Navy and Banana Republic stores; and a local nonprofit organization in your city. The success of the program relies on a strong collaboration between these entities and, like all partnerships, requires open and frequent communication. To ensure the success of TWA in your city, we have the following team in place to support operations: PROGRAM LEADERSHIP GAP FOUNDATION STAFF MEMBER + LOCAL STEERING COMMITTEE CITY LEADERSHIP CITY LEADER STORE LEADERSHIP INTERN MANAGER STORE + INTERN SUPPORT EMPLOYEE VOLUNTEERS BIG SIB NONPROFIT JOB COACHES 2016 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 13

14 ROLES AND RESPONSIBILITIES FOR YOUR CITY TEAM: ROLE WHO WHAT IN MY CITY / STORE, THIS IS (insert name + contact information): PROGRAM LEADERSHIP Gap Foundation Staff Accountable for driving teams to meet program goals and deliver impact for youth and business Steering Committee (cross-brand team of District Managers and Market Leaders) Advisory council; helps to navigate city nuances; accountable for brand s goals in city CITY LEADERSHIP City Leader TWA program expert in each city STORE LEADERSHIP Intern Manager (GM or other store leader) TWA lead + expert in-store; manages interview/hire/selection; manages and coaches interns; recruits employee volunteers + Big Sibs; key point of contact for nonprofit Job Coach STORE + INTERN SUPPORT Employee Volunteer Volunteers to lead workshops or activities to support skill development of the youth/interns (example: career panel) Big Sib Serves as a buddy to the intern; should be a seasoned store associate who answers questions like where to get lunch, how to use lockers, etc. Ideally, Big Sibs are TWA alum! Nonprofit Job Coach Supports youth during the job training + internship phases; key point of contact for Intern Manager Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

15 INTERN MANAGER TOOLKIT ROLES & RESPONSIBILITIES: INTERN MANAGERS As Intern Manager, you are the main point of contact for the TWA program within your store. You manage the selection and hiring process for the store s interns, oversee the interns onboarding and ongoing coaching, recruit employee volunteers and Big Sibs, and serve as the key point of contact for interns, the nonprofit Job Coach, and your City Leader. Here s how it works: INTERN MANAGER TRAINING : Before the internship starts, you ll be invited to attend an Intern Manager training where you ll meet the other Intern Managers from your city (from three brands!) and the Job Coaches from the TWA nonprofit in your city. The training will cover: How to post the internship jobs How to schedule interviews Coaching tips Answers to any questions you might have POSTING THE INTERNSHIPS: LearnUp is a tech start-up that helps companies recruit, train, and hire new employees. Gap Foundation partnered with LearnUp to create thiswayahead.com, the tool that youth will use to learn more about This Way Ahead, our brands, and then apply online for a TWA internship and schedule an interview. Thiswayahead.com navigates applicants to Passport to complete our job application, so when a youth applies at thiswayahead.com, you ll see his/her application in Passport, and will also be able to schedule interviews. YOUR ROLE ON THISWAYAHEAD.COM: TWA intern job requisitions have already been created by the Passport LiveChat support team a unique requisition has been created for your store under job code Contact your City Leader for requisition-specific information, which you will need to post your internships on thiswayahead.com Post the available internships in your store using the unique Passport requisition created for your store. If you re not sure how many internships have been budgeted for your store, ask your City Leader. Post the blocks of time when you re available to conduct interviews. Be sure to enter this information before the TWA application phase starts (see your city s program calendar). During the Intern Manager training, a representative from LearnUp will walk you through the job posting and interview scheduling process. Remember to note these interview windows on your calendar! Additional information about how to use thiswayahead.com is available in the appendix on page 29. Contact your TWA City Leader if you have questions about how to navigate this process Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 15

16 INTERVIEWS TWA applicants will be applying for internships at your store based on the number of internships that your local leadership and brand have approved (see your city goals for details on internship goals by store, brand and city ask your City Leader if you need this information). The goal is to hire the number of interns that each brand has committed for each store. TWA applicants will schedule interviews based on the interview time blocks that you provided on thiswayahead.com. You will receive an alert when interviews have been confirmed for your open TWA internship positions. It is your responsibility to conduct these interviews, so please be sure you have this time blocked off on your calendars. NOTE: TWA applicants must have completed the TWA nonprofit s training program and the LearnUp virtual training to schedule an interview for a TWA internship in your store. If you notice applicants who have only submitted a Passport application, please do not contact them or schedule interviews. Occasionally, non-twa applicants find the TWA job requisition on our Careers site and mistakenly apply! We ve collaborated across brands to create a TWA interview guide. It is available on bewhatspossible.com/thiswayahead. It will probe candidates in the following areas: integrity, interpersonal skills & teamwork, and work ethic. These are areas key to success in the internship experience. Please ask all questions of each candidate. Be sure to ask about availability, too. We encourage you to interview for potential, versus looking only for candidates who already have all the skills they need to succeed. Remember, this is an internship, not a permanent job. You ll have ten-weeks to further develop your interns, and coach them to build new skills or deepen strengths they already demonstrate, and the nonprofit Job Coaches will do the same. At the end of the 10-week internship, you ll decide whether to make an offer for seasonal or permanent part-time work. OFFERS At the end of each interview, please take brief notes using your TWA intern interview form (see appendix, page 31), and rate your applicants using one of the four categories below: 1. Yes: Exceptional candidate. Must hire. 2. Yes: Strong candidate with potential. 3. Yes: Good candidate with potential. 4. No: Do not hire. You don t need to spread your candidates evenly across the four buckets; evaluate each candidate based on his/her interview, and then determine the category in which they should be placed. After you ve completed all of your interviews and assigned ratings, give your list of names and ratings to your City Leader. After your City Leader receives ratings lists from all Intern Managers, he/she will coordinate with the Job Coaches and align with you on the candidates to whom you should make offers. Offers must be made by the end of the interview phase (refer to your city s program calendar for details). All offers will be in accordance with all company hiring procedures, including background checks for candidates who are 18+ years old Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

17 ONBOARDING & COACHING INTERNS After the interns are hired, the real fun begins! The first step is to think about how you want to onboard the interns in your store. See pages 33 in the appendix with a recommended outline for onboarding. As you start to think about coaching, recognize that many TWA interns are new to the world of work. They are eager for (and need) coaching and feedback. You should provide on-going, timely coaching to your interns. TWA interns may need coaching on: Planning and communication Interns will call if they are going to be late but may need help creating a plan to prevent future tardiness or identifying why they are late Example: if an intern was late on a particular day, was that due to a one-time event, or does the intern have a commitment that will cause repeated lateness? Should the intern change his/her availability? Retaining newly learned information Tip: Spend a few minutes at the beginning and end of each shift doing a recap session with each intern. This will help the intern remember learnings from prior shifts and solidify new information that you share. Prioritizing tasks and identifying ways to take initiative Don t hesitate to reach out to your interns with guidance on this. We know that taking initiative is a critical skill in the workplace, but it doesn t always come naturally, so be direct and point your interns in the right direction when it comes to taking initiative. We appreciate your willingness to invest in your interns by taking the time to coach them and provide lots of feedback. And over the ten-week internship, you ll see so much growth and development: we know you ll find it a rewarding experience. Regarding any disciplinary issues that could arise during the internship, please see the Policies & Procedures section in the appendix on page 35. COMMUNICATING WITH JOB COACHES The Job Coaches from the TWA nonprofits are your valuable partners. On-going communication between you and the nonprofit Job Coaches will lead to more success for the interns, and for your store s business. When the TWA interns start the application process, they will already have deep relationships with the Job Coaches, since they ve been working with them for several months. The Job Coaches will continue to support the interns throughout the internship, guiding them on personal and non-work issues. Partner with the Job Coaches in your city to gain useful insights and to work as a team to advance your interns skills. The Job Coaches in your city will check in with you on a weekly basis to see how things are going with your interns. If you provide open and honest feedback to the Job Coach (for example, your intern is too shy in front of customers), he/she will be able to support your interns so they can improve in specific areas. Your Job Coach will also visit your store a few times over the course of the internship. This is another time to talk about any questions you may have on how to maximize your interns experience. The role of the Job Coach is to support the interns AND you as Intern Manager, so don t hesitate to reach out to your Job Coaches as much as needed Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 17

18 RECRUITING & TRAINING BIG SIBS As a reminder, the Big Sib is an experienced store associate who will serve as the go-to-person for simple questions like whether an outfit meets the dress code, or where to get coffee during a break. Being a Big Sib will take approximately two-hours over the ten-week internship (just a few minutes during each interaction) but if the intern has someone to go to for these types of questions, and it will make the interns feel more relaxed and confident, and give a first friend in the store. When recruiting for this role, please try to identify someone who enjoys helping others, demonstrates good customer service skills, and is excited about being a Big Sib. The recommended ratio for Big Sibs is two to one (each Big Sib can be assigned two interns) and can be scheduled to work at least one shift per week to overlap with the interns with whom they re paired. Your store s Big Sibs should be in position at least six-months before the internships begin. If you have TWA alumni in your store, consider asking them to be Big Sibs! After you identify the Big Sibs, you ll need to explain their responsibilities. The Big Sibs checklist will be provided as a separate document, so you can give it to the Big Sibs to keep. BIG SIBS CHECKLIST: Big Sib sends an or note to the interns to introduce himself/herself and to say congrats on getting the offer Big Sib is scheduled to work during the intern s first shift to meet and say hi in person Big Sib takes the intern on a store tour and makes introductions to other store team members Big Sib take the intern on a quick tour of the shopping center or mall (if appropriate) Initiate two informal break dates: the Big Sib should suggest that they take their breaks together for a chance to grab coffee together, or just talk (at least one break date should happen during first or second week of the internship) Weekly note or check-in throughout the internship to say how s it going? Attend TWA graduation (recommended but not required) VOLUNTEERING The goal for each TWA city team is to deliver at least four volunteer activities per year in support of This Way Ahead. These can replace other volunteer activities your store is doing and can be used to hit your store s annual Field Team Grant goals. See the TWA Employee Volunteer Toolkit for more information on volunteering Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

19 ROLE OF THE INTERN MANAGER IN VOLUNTEER PROJECTS: Before the internship begins: Your City Leader will take the lead on the two volunteer projects that will be delivered before the internship phase begins. He/she will contact you (and the other Intern Managers in your city) to help recruit volunteers. During the internship: Your City Leader will partner with you (and the other Intern Managers in your city) to coordinate at least two TWA workshops. You and the City Leader will work together to plan the workshops (together with the TWA nonprofit Job Coaches), and you ll take the lead on recruiting employee volunteers. WORKSHOPS DURING THE INTERNSHIP PHASE: Choose from the following: Workshop #1: TWA Customer Service workshop Workshop #2: Choose one of the following Decisions, Decisions Managing Conflict 2016 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 19

20 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

21 INTERN MANAGER TOOLKIT MY INTERN MANAGER CHECKLIST Phew, does it feel like this is a lot to remember? Use the checklist below. Refer to your city s TWA program calendar for exact dates so you can write your own real dates in the first column. DATES WEEKS TASK/EVENT 8 weeks prior to internships Attend your city s Intern Manager Training and get the tools you need to be a successful Intern Manager Post internships and confirm internship interview schedules on 4 weeks prior to internships Identify Big Sib(s) and give them the Big Sib check-list Interview This Way Ahead applicants in your store + make offers 3 weeks prior to internships Build excitement for TWA interns joining your team this summer by letting your store (leadership and other sales associates) know about TWA Sign up to facilitate workshops during the internship Interview This Way Ahead applicants and make offers 2 weeks prior to internships Interview This Way Ahead applicants and make offers 1 week prior to internships Catch your breath and get ready for the internship to kick off in your store! Internship week 1 Schedule yourself on the same shift as interns OR make sure they have a point-person for each shift for the first several weeks Pair interns with their Big Sib for at least their first few in-store shifts Provide ongoing coaching to interns Check-in with Job Coach Internship week 2 Schedule yourself on the same shift as interns OR make sure they have a point-person for each shift for the first few weeks Pair interns with their Big Sib for at least their first few in-store shifts Conduct 1st in-depth intern coaching session: Topic: Career Path (see outline in the appendix on page 37) Check-in with Job Coach 2016 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 21

22 DATES WEEKS TASK/EVENT Internship week 3 Schedule yourself on the same shift as interns OR make sure they have a point-person for each shift for the first few weeks Provide ongoing coaching to interns Check-in with Job Coach Volunteer to facilitate workshop at nonprofit Internship week 4 Provide ongoing coaching to interns Check-in with Job Coach Conduct register training with interns Internship week 5 Conduct 2nd in-depth intern coaching session: Topic: Store Goals (see outline in the appendix on page 37) Check-in with Job Coach Internship week 6 Provide ongoing coaching to interns Check-in with Job Coach Volunteer to facilitate a workshop at the TWA nonprofit Internship week 7 Conduct 3rd in-depth intern coaching session Topic: Leadership + Teamwork (see outline in appendix on page 38) Check-in with Job Coach Internship week 8 Provide ongoing coaching to interns Check-in with Job Coach Internship week 9 Conduct 4th in-depth intern coaching session: Topic: Moving On Up (see outline in appendix on page 38) Check-in with Job Coach Internship week 10 Attend end-of-internship celebration Have end of internship conversation (potential postinternship offer, see page 38 in the appendix for more) 1 week after internship ends Update system data on interns who are staying on as seasonals or permanent part-time employees Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

23 INTERN MANAGER TOOLKIT FAQS GENERAL What is This Way Ahead? This Way Ahead, or TWA, is Gap Inc. s paid in-store internship for teens and young adults facing barriers to employment. It gives participants a first job experience. Who is involved with TWA and where does it operate? Gap Foundation runs This Way Ahead in partnership with Gap, Old Navy, and Banana Republic stores and a group of local nonprofits. In 2016, TWA will operate in Atlanta, Austin, Boston, Chicago, Houston, L.A., New York, Philadelphia, San Francisco and Toronto. A version of TWA also exists in the U.K. JOB TRAINING + EMPLOYEE VOLUNTEERISM Do the youth applying for the TWA internship have work experience? For many youth, the TWA internship is a first job experience. We partner with a local nonprofit organization in each of the 10 TWA cities. The nonprofit is responsible for preparing youth for the internship. Youth attend several weeks of job training taught by nonprofit Job Coaches, who are experts at preparing youth for first jobs. What does the job training look like at the nonprofit? Youth attend workshops like resume writing, time management, decision making, and communication skills. By the end of the job training, they have the skills needed to get a job (e.g., how to complete an application, how to interview) and have developed the skills needed to keep a job (e.g., communication skills, time management). Can my team get involved in job training? Yes! We have heard from the nonprofit staff that the youth learn so much from our volunteers. Our local nonprofit will partner with the TWA City Leader to identify volunteer opportunities for your teams. Interested volunteers will receive a TWA employee volunteer toolkit to help them prepare. Is it true that if my team volunteers with TWA and submits a Field Team Grant they get a double match? Yes! You heard correctly, TWA Field Team Grant hours are double matched. For example, 25 hours equals a $500 Field Team Grant (vs. a $250 FTG). APPLICATION + SELECTION PROCESS What does the intern application process look like? The TWA intern candidates must complete the job training program with our local nonprofit partner to be eligible to apply for the internship. A candidate then completes an hour of customized training via thiswayahead.com (see more on thiswayahead.com and LearnUp below). Next, she applies to an internship opening at a particular store via Passport and submits her interview time preferences via thiswayahead.com. The Intern Manager screens the application and decides if she should interview the candidate Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 23

24 What is thiswayahead.com? How does it connect to LearnUp? LearnUp.com, a vendor, trains job applicants and schedules them for interviews. Old Navy has partnered with LearnUp for more than a year with the goal to streamline hiring processes. It s been a success: Old Navy hiring managers hire one out of every two applicants they screen (vs. 1 out of 7 applicants prior to the LearnUp partnership)! LearnUp created a customized version of their tool for This Way Ahead, and it can be found at thiswayahead.com. What does the additional LearnUp training look like? The training is customized for the TWA internship experience in each brand. We have partnered closely with each brand s learning and development teams to build modules focused on training youth on the most critical skills your brand requires of its associates. I have a question about using thiswayahead.com. Who should I call? Start by calling or ing your City Leader. If you still need help, contact Carey at LearnUp: carey@learnup.com. You can also find answers to LearnUp FAQs at Who makes the intern hiring decisions? The Intern Manager makes the intern hiring decisions. The goal is to hire the number of interns that the brand has committed to for that particular store. INTERNS + THE INTERNSHIP How long is the internship? The internship is 10-weeks long, and interns work 12-hours per week. Are the 12-hours per week guaranteed? Yes. The internship is an important learning experience for these teens and young adults, and our experience (based on running This Way Ahead since 2007) tell us that this internship timeframe of 10-weeks and 12-hours/week works well for learning, practicing, and remembering new skills. Can an intern be scheduled for more than 12 hours? This is at the discretion of the store and Intern Managers. If the store has payroll availability, an intern has availability and his/her on-the-job performance merits more hours, an intern can receive more than 12-hours per week. How is an intern s payroll covered? The store covers the interns payroll. Please contact your regional HR manager with questions. What are the interns paid? Interns are paid the Gap Inc. minimum wage of $10/hour OR the minimum wage for your city, whichever hourly rate is higher. Are the interns held to same standards as all grade 2 associates? Yes. Interns are on-boarded, trained and held to the same performance standards, policies and procedures as other associates. It is important to remember, however, that for many interns this is a first job. This means the intern will likely require some extra coaching and support from the Intern Manager on skills such as customer service, multi-tasking and time management Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

25 What happens if an intern is not working out can we end the internship early? Yes, the Intern Manager can decide to end the internship early if: The Intern Manager and TWA nonprofit Job Coach have had multiple coaching moments with the intern and his/her performance is not improving at all (or getting worse); or The intern has committed a major offense that requires immediate termination (e.g., discount abuse, theft, violation of Zero Means Zero, etc.). What kinds of tasks are the interns expected to do? What does the onboarding look like? The intern should participate in a new employee orientation and onboarding similar to any grade 2 sales associate; this onboard experience can be enhanced if the Intern Manager chooses to do that (see appendix page 33 for the recommended intern onboarding outline). The intern should be trained and tasked with the same responsibilities as all grade 2 associates. ROLES & RESPONSIBILITIES What s the role of the TWA City Leader? A City Leader is a locally based TWA program expert. This person works closely with the Gap Foundation team, all the stores involved in your city and the nonprofit partner. If you or anyone on your team has a question reach out to your City Leader! (Hint: he or she led your Intern Manager training.) What s the role of the employee volunteer? Who can volunteer? Employee volunteers teach workshops at the nonprofit and participate in activities that help the youth build job skills before and during the internship. Any interested employee can get involved with TWA in her city. Employees who want to volunteer should reach out to the Intern Manager in their store to learn more. What s the role of a Big Sib and who plays this role? A Big Sib is a seasoned sales associate or a TWA alum currently working in a store. The Big Sib serves as an intern s peer resource. He/she answers questions like how to use the lockers or the best spots for lunch. A Big Sib helps the intern feel more comfortable in the role. Intern Managers select the Big Sibs Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 25

26 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

27 INTERN MANAGER TOOLKIT APPENDIX Pg Section 29 HOW TO USE THISWAYAHEAD.COM 31 TWA INTERN INTERVIEW FORM 33 ONBOARDING OUTLINE 35 POLICIES AND PROCEDURES 37 OUTLINES FOR IN-DEPTH INTERN MANAGER COACHING SESSIONS CAREER PATH STORE GOALS LEADERSHIP & TEAMWORK MOVING ON UP 2016 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 27

28 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

29 INTERN MANAGER TOOLKIT HOW TO USE THISWAYAHEAD.COM OVERVIEW Youth will be guided by their TWA nonprofit Job Coaches to go to thiswayahead.com to apply for an internship. They ll receive additional virtual training, and will also get to know our brands better. During your Intern Manager training, you will get an in-depth overview of how to use this tool, and you ll even get the chance to post your openings and schedule your interviews on the spot! Here s a quick overview of the TWA applicant experience: Youth navigates to thiswayahead.com Youth creates profile (including name and zip code), watches each brand s videos, then decides which brand to apply to for his/her TWA internship Youth completes training for specific brand Youth schedules interview for store location based on zip code (based on interview windows you have already entered!) The tool guides youth to navigate to Passport to complete internship application The tool confirms the time, date, and location of the interview once youth completes Passport application As an Intern Manager, an account on thiswayahead.com will be created for you to manage your available internships and schedule interviews. The team from LearnUp will reach out to you via to get your account set-up. All you need to do is login to thiswayahead.com and get started! Here are the two things you need to do: 1. Post Your Open Internships - Just confirm how many interns you will be hiring this year (refer to your city goals), log-in and select Add an Interview Now Important! Be sure to check the box that says Is this a TWA hiring event? Applicants will not be able to apply to your openings without checking this box. 2. Schedule Interviews - Follow the simple step-by-step instructions to setup your interview times - LearnUp will you a list of TWA applicants before your interview times. Be sure to review this list, and prepare for your interviews using the TWA Interview Guide on bewhatspossible.com/thiswayahead. LearnUp will handle the rest! THISWAYAHEAD.COM RESOURCES Your TWA City Leader is a thiswayahead.com expert reach out to him/her with any questions on the process. Technical questions? Contact Becky at LearnUp beckychapman@learnup.com You can also find additional FAQs here Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 29

30 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

31 INTERN MANAGER TOOLKIT TWA INTERN INTERVIEW FORM Interviewer: Student: Date: Communication & interpersonal skills: Professionalism (punctuality, dress, behaviors): Overall fit for the job (personality, fashion knowledge, work ethic): Additional comments: Recommend for hire Further discussion needed Not a good fit Explain (specific areas for improvement) 2016 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 31

32 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

33 INTERN MANAGER TOOLKIT ONBORDING OUTLINE Since TWA interns are new to the world of work, we recommend a more in-depth onboarding process to give them the additional training and support they need upfront, which will make the interns and your store business more successful. Here s our recommended onboarding outline. Each brand s onboarding process is slightly different some may already cover the topics below while others do not but we recommend deep-dives in the areas noted. Looking for more ideas on preparing your interns? See The Bridge Leader Guide (available at bewhatspossible.com/thiswayahead) for in-depth outlines and suggested activities. TOPIC OBJECTIVE TIME ALLOCATION New Employee Orientation TWA interns complete all new hire paperwork and understand the dress code; also understands how to use the time clock and take breaks Activity: Share pictures from magazines of different outfits. Which do or don t meet your brand s dress code? Allow all interns to practice punching in and punching out; review what breaks they should punch out for. 3 hours Customer Service Intern is familiar with brand-specific customer service standards Activity: Do role plays with the interns (you can pretend to be a customer, then the intern can play that role) and act out different scenarios on the sales floor. Give the intern practice dealing with difficult customers. 2 hours Loss Prevention, Time Clock and Breaks Intern is familiar with all Gap Inc. LP policies and procedures. Activity: Ask an LP team member to meet with the TWA interns to explain Red Flag Indicators, and review the Employee Discount policy. 2 hours Goal-setting Introduce the intern to SMART goals Activity: Work with the interns to write-out 3-4 goals for the internship: what skills do they want to gain or deepen? Talk about how you ll work together to hit those goals. Tip: include a goal that says I ll will always ask questions when I am uncertain or unclear about policies, procedures, or assigned tasks to emphasize that you want the interns to get more information when they need it. 2 hours Keep a copy of the goals, and give the intern a copy Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 33

34 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

35 INTERN MANAGER TOOLKIT POLICIES & PROCEDURES All Gap Inc. policies and procedures, as well as your brand-specific policies and procedures, apply to TWA interns. TWA interns are employees of the company and should be held to the same standards as any entry-level sales associate. DISCIPLINARY ACTION PLEASE FOLLOW YOUR BRAND S POLICY FOR DISCIPLINARY ACTION. It is very important to remember that for many TWA interns, this is their first job. As a result, TWA interns may need some extra support and guidance. This means you may need to reinforce key policies around dress code, time and attendance, and your brand s customer service standards with your TWA interns. Remember you can also collaborate with the nonprofit Job Coach to provide interns with additional coaching support. RESOURCES: MINOR LAWS Please follow local and state laws for hiring and employing minors. You can find great resources via the links below (if you are viewing this document in hard copy format, access the links in a soft copy version at bewhatspossible.com/thiswayahead): Minor Rules (US English) Minor Rules (Canada English) If you don t often hire minors in your store, make sure to proactively partner with your regional HR manager for support. Your TWA City Leader is also a resource EMPLOYEE POLICY GUIDES Employee Policy Guide (US English) Employee Policy Guide (US Spanish) Employee Policy Guide (Canada English) CANADIAN DISABILITY POLICIES Canadian Integrated Accessibility Policy AODA Multi-Year Accessibility Plan MEAL + REST BREAK GUIDES Meal Period & Rest Break Policy (US English) Meal Period & Rest Break Policy (Canada) 2016 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 35

36 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.

37 INTERN MANAGER TOOLKIT IN-DEPTH INTERN MANAGER COACHING SESSIONS The outlines below are designed to be used as discussion guides when you conduct your four in-depth coaching sessions. Feel free to adjust as needed. You were selected to be an Intern Manager because you have expertise in this area, so you should add or change discussion questions based on your insights and experience working with the interns. WEEK 2: CAREER PATH Do a check-in with the intern: how are things going? Review the goals that intern created during the onboarding process. Ask the intern to talk about his/her future career goals. Help him/her see the connections between the goals set for the internship, and longer-term career goals. Describe your career path: how did you get to your current position? What was your educational path? Close out by leaving time for the intern to ask questions, or share more about their career ideas. WEEK 5: STORE GOALS Do a check-in with the intern: how are things going? Share the topic of this coaching session (store goals) Explain the concept of store goals: How goals are met and measured in a store environment What metrics are used to measure sales Discuss different ways stores drive sales Explain how goal setting support sales generation Explain how we differ from our competitors Ask the intern to think of a competitor Talk about what customer service looks like at the competitor Ask the intern why customers are attracted to the competitor Ask the intern what gives us a competitive advantage Ask the intern for more ideas on how to get customers more interested in shopping at our stores than at that competitor s store Close out by leaving time for the intern to ask questions, or share more ideas about beating the competition 2016 Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc. 37

38 WEEK 7: LEADERSHIP & TEAMWORK Do a check-in with the intern: how are things going? Share the topic of this coaching session (leadership and teamwork) Ask the intern to give an example of situation in his/her life where teamwork was critical to success Talk about how you use leadership skills to encourage teamwork (e.g., delegating tasks, coaching, listening, conflict resolution) Ask the intern these questions, and discuss them together: What qualities make a good leader? Ask the intern what kind of leader he/she wants to be, and what specific behaviors contribute to strong leadership Ask the intern to share ideas for increasing his/her leadership skills, and for promoting more teamwork at your store Close out by leaving time for the intern to ask questions, or share more ideas about leadership and teamwork WEEK 9: MOVING ON UP Do a check-in with the intern: how are things going? Explain that the purpose of this coaching session is to reflect on the internship experience Revisit the goals that the intern created during the onboarding process Ask the intern whether he/she thinks the goals were met Ask what the intern did to meet those goals Get specific examples of the skills the intern gained or strengthened, and how the intern used them on the job Ask the intern how he/she will use those skills in the future Ask the intern about his/her future plans: what s next? Congratulate the intern on getting to week nine of the internship Close out by leaving time for questions and further reflection Gap Inc. All rights reserved. Use and reproduction of materials prohibited without prior permission of Gap Inc.