Michelle C. Klusewitz Exeter School District

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2 Michelle C. Klusewitz Exeter School District

3 Learning Agenda 4 days of shadowing Gather data about business in Berks County Meet employees to discuss their educational and career background Discuss job responsibilities Discuss and discover how to implement discoveries about the business into the classroom 1 day at Berks County host company

4 Challenges! Aging Workforce - 48% are at retirement age High turnover in the call center Employees passing the drug test Employees that lack the basic soft skills Reliable employee Good customers service skills Communication Working as part of a team

5 Average Entry Level Salaries and Benefits Call Center $11 per hour Lineman 1st year $24.99 per hour Environmental Scientist $40,000. System Operator $50,000. Electrical Engineer $62,000. Medical, dental and vision 401K Tuition Reimbursement Internal training and advancement Prescription program

6 Skills Needed by all Employee Good Communication Skills (Reading, Writing and Verbal) Time management Teamwork and being able to collaborate Must have a High School Diploma for entry level positions, i.e. Call Center Computer skills Problem solving skills Pass a drug test Business, Environmental Science, Engineering, Computer Science, and Information Technology will require the following: 4 year degree Coursework aimed towards STEM Lineman Physical fit.

7 Territories Ohio Ohio Edison New Jersey New Jersey Central Power and Light The Illuminating Company Toledo Edison Pennsylvania Met-Ed Penelec West Virginia/Maryland Mon Power Potomac Edison

8 Facts about FirstEnergy Six million customers Service territory spans 65,000 miles & six states Approximately 24,000 miles of transmission lines Nearly 100% of power plants are low- or non-emitting One of largest wind power providers in the region $52 billion in assets Nearly 17,000 megawatts of generating capacity $15 billion in annual revenues 15,000 employees

9 Balance Fuel Mix Oil 1% Hydro/Wind/Solar 11% Natural Gas 8% Nuclear 24% Coal 56%

10 FirstEnergy is Dedicated to Customers and Employees Safety Customer Service Employee opportunities for training and advancements Teamwork

11 Monday June 20, 2016 Human Resource Human Services/Compliance and Revenue Operations Customer Contact Center

12 Human Resource

13 Human Resource 15K employees 48% are currently able to retire

14 Career Paths Power Plant Customer Service Line & Substation Corporate Engineering

15 Human Resource Computer Skills Organization Perfect Candidate for FirstEngergy Corp. Communication ( and Face-to-face) Time management Multi-tasking Collaboration/Teamwork Able to take direction

16 S.T.A.R Interview Situation Task Action Result

17 Human Services/Compliance and Revenue Operations

18 Revenue Operations/Compliance Collects money from customers; assures State compliance regulations is followed; informs FirstEnergy of any changes in regulations. Skills needed Excellent writing, communication and presentation skills Microsoft and Excel skills Computer skills Electric background

19 Human Service Department Departments Customer Account Associates: Answers phones and talks to customers Skills: computer, customer/people, and detailed oriented Business Analysis: Works with outside community resources and facilitates customer complaints Skills: must have good people skills Program Administrators: Weatherization programs, manages budget, work with contractors and updates manuals

20 Customer Contact Center

21 Responsibilities Hired through outside agencies and screened by Human Resource Agents are responsible for ensuring customer satisfaction

22 4 tiers 1st - Entry level. Answer customer calls 2nd - Billing and Meter reading Work with customers regarding billing and reading of meters 3rd - New Construction / upgrading / general service Work with customers regarding new construction and/or upgrading 4th - Advanced move-in s These agents deal with more complicated situation relating to wires

23 Skills needed Patience Attentiveness Detailed orientated Communication skills Organization Teamwork

24 Tuesday June 21, 2014 Met-Ed Reading Cafeteria FirstEnergy Environmental Department Distribution Generation Program

25 Met-Ed Reading Cafeteria

26 Cafeteria Facts Outsourced to Heathland Hospitality 4 full-time employees and 1 part-time employees Hours Breakfast 7-9:30 a.m. Lunch 11 a.m. - 1:30 p.m. Skills Culinary is helpful Customer Service skills Good hygiene Must be organized Must be able to adapt quickly Math and Reading skills

27 FirstEnergy Environmental Department

28 Duties Work with Government and State to ensure laws and regulations are followed. Apply the laws and regulations

29 Careers Generation - Air and Water (27) Generation Field Operation (10) Energy Delivery (13) Permitting Meteorology Remediation and Governance (clean-up) (19) Operating Company Environmental Coordinators (10)

30 Education College 4 year degree in Science and/or Engineering Math and Science High School English Computer application and programming

31 Skills Public speaking Communication: Verbal and Written Reading: Analyzing information Researching skills Flexibility/Adaptability Organization Collaboration

32 Distribution Generation

33 Responsibilities Examine application for alternative energy and pass it on to the engineers

34 Skills Detailed orientated Multi-tasking Communication Interpersonal skills Computer skills

35 Wednesday June 22, 2016 FirstEnergy Economic Development Corporate Communication/Media Relations Distribution System Operations Center Community Involvement/Energy Education

36 FirstEnergy Economic Development

37 Responsibilities Work with other community Economic Developers to bring more companies into the community Work with Real Estate companies, Greater Berks Development & Chamber of Commerce Sit on several Community Economic Boards

38 Skills Needed Reading & writing skills Communication skills (Verbal and writing) Interpersonal & Social Skills

39 Public Relations

40 Responsibilities External communication with the media and public Stick to the facts!

41 Skills Needed Communication - Verbal and Written Organization Able to make decision - Think on your feet! Interpersonal skills - able to talk to people

42 Distribution System Operations Center

43 Responsibilities Monitoring weather patterns Assessing the grid Dispatching lineman **Majority of the grid that Met-Ed controls runs through this department**

44 Skills Needed Electric background Multi-tasking Good communication skills Collaborate

45 Thursday June 23, 2016 Information Technology Services Line/Operations Department/Linemen Training Program Engineering, reliability and Asset Management

46 Information Technology

47 Responsibilities Supports and manages the entire computing based systems Computers Mobile devices Computer applications Energy Management Systems Provide Business System Support Customer Energy Delivery Human Resource Finance Supply chain Generation - Nuclear & Fossil Security Communication Auditing

48 Skills Needed Computer application and programing Team skills / Collaboration Able to meet deadlines Being able to communicate ideas and/or concerns

49 Line/Operations Department/Linemen Training Program Power Systems Institute

50 Responsibilities Lineworkers are responsible for the construction, maintenance and repair of transmission and distribution lines. Very physical and demanding

51 FirstEnergy Greatest Asset FirstEnergy greatest asset is it s employees! First Energy promotes within the company Excellent training programs and continuing education Opportunity for growth and advancement. Outstanding benefits

52 Skills and Education Needed 21 month training - 65 credits from Reading Area Community College Ability to safely work on energized and de-energized transmission and distribution equipment and facilities. Ability to safely climb wood poles and steel towers ranging from 35 to 50 feet tall to perform work on distribution lines. Class A commercial driver s license (CDL). Ability to operate various types of large equipment, including boom trucks, bucket trucks, forklifts, trenching equipment, backhoes and other pieces of line-construction equipment.

53 Classroom?

54 Subject Area: Transition Unit Title: Employment Activity: What employers are looking for?

55 Procedure Split students into groups of 3. Give students/groups a list of soft skills employers are looking for Have them discuss each soft skill After discussion, have them, on the computer, type an individual example for each soft skill. Each student will do it.