VIRTUAL WORKFORCE CENTER

Bridging the digital divide by providing technology resources to un-/underemployed and under-served participant adult learners and their respected Career Coaches in three industry career pathways: healthcare, IT/Cybersecurity, and the Trades/Advanced Manufacturing. Digital inclusion would change the lives of participants and their Career Coaches by allowing the Coaches to case manage and meet every participant’s need in any remote setting. Project QUEST would provide laptops and Wi-Fi hotspots to participants to break any barriers for online learning. This hardware would also enable Career Coaches, in turn Project QUEST’s data center, to access Apricot nonprofit database software at any location in a virtual reality.

The unemployment rate for the San Antonio/New Braunfels, Texas metro area is 7.8%, an increase of 1.2 percentage points over the month, from the August rate of 6.6%. This is the largest August to September U.S. unemployment rate decline in the history of the series that began in 1976. There are 1,177,593 long-term unemployed in Texas, and 94,647 in the metro area with 45,300 jobs lost in the last year. Project QUEST serves approximately 1,000 participants every year and 91% are placed into jobs. Most participants are struggling with remote learning because they do not have the appropriate technology to complete their coursework for industry recognized certifications or degrees.

The solution is to bridge the digital divide by providing technology resources to participants in training programs. Project QUEST Career Coaches would also benefit from these resources by allowing a mobile office set-up to better serve participants. Project QUEST provides in-demand education and training support services to participant individuals who will gain the skills and competencies required to enter middle- and high-skilled career pathways in healthcare, IT/Cybersecurity, and the Trades/Advanced Manufacturing. The programmatic delivery of services helps participants with tuition, textbooks, certification/testing fees, review course preparation fees/material, background checks, drug screening, required training supplies, eyeglasses, tutoring, and supportive services—utilities, rent, mortgage, transportation, childcare assistance, technology and personnel.

The solutions serves un-/underemployed and under-served adult learner participants find a career pathway, training program, an industry-recognized certification or degree, and eventually job placement. In 2019, 399 participants that were placed in jobs were earning less than $15,000 prior to enrolling in the program. They now earn an average of $44,094. Demographics include: the average age of 29 years, 28% receive public assistance, 22% single parents, 44% parents, 11% African American, 66% Hispanic, 68% women, and 6% Veterans. The greatest need for participants during the COVID-19 economic recession are technology resources, according to QUEST Career Coaches who engage with participants on a regular basis. This solution will enable participants and Career Coaches with the technology resources needed to cultivate participants throughout the career search, training, and job placement processes. 

The solution aims to increase access to under-served individuals by providing them with the technology hardware needed (laptops, Wi-Fi hotspots) to complete training programs in a career pathway with life-sustaining wages. QUEST is serving local residents that have been affected by the economic downturn. The solution does include Career Coaches that help participants choose an appropriate career pathway. Career Coaches facilitate VIP meetings (Vision, Initiative, Perseverance) with groups of participants with focus lessons: Time Management, Financial Education, Communication Skills, Goal Setting, Work Ethic, and Job Readiness: Transition to Employment, Resume Building, Mock Interviews and Job Retention.

21 full-time staff.

The organizational culture is defined by five key principles: accountability, dependability, excellence, professionalism and team-oriented (ADEPT). Through an equity lens, QUEST has constructed an organizational culture built on strong and solid principles, core values, and policies. Project QUEST is a social justice organization enabling under-served populations to receive access to educational and training opportunities that they could not otherwise pursue. Ultimately, QUEST’s programs offer participants a pathway to earning their degrees or credentials taking them from poverty to breaking the cycle of poverty into in-demand careers and family-sustaining wages. QUEST transforms lives; consequently, its mission advances the community.

The solution is innovative because QUEST knows that the greatest need for the participants during this pandemic are technological resources. The solution produces wealth with Career Coaches and Employer Engagement Specialists navigating participants through from choosing a career pathway to job placement with life-sustaining wages. QUEST does not have local competitors, its workforce model is replicated across the state and U.S., as well as Birmingham, Nottingham, and London in the United Kingdom. The solution is unique because it is simple, a check-out process for technology hardware for participants needing resources to complete their coursework. The end result are certification and degrees, and finally job placement. The solution is also innovative because it allows Career Coaches to serve participants from a remote environment. These resources allows QUEST to scale its offerings. QUEST is constantly looking for improvements for participants and Career Coaches.

QUEST uses a non-profit database program to capture detailed student information, from enrollment to graduation and up to 18 months after job placement. The Apricot database program measures completion, persistence, job placement and retention of participants. The system allows Career Coaches and Program Managers to capture detailed student information which enables QUEST to track the student from enrollment, graduation, retention, job placement and track their success post-QUEST for 18 months. The Community Partnerships team and Finance/Accounting Team uses Abila products for financial and donor reporting. QUEST uses Microsoft Surface Laptop 3’s as a mobile office workstation, as well as Zultys IP PBX Phone Systems. QUEST aims to provide Surface Laptop 3’s and Wi-Fi hotspots to Participants in digital deserts as they continue to complete their coursework on Zoom and other e-learning platforms.

This technology works because the Apricot database enables QUEST to track participants after graduating with a degree or accredited credential. It also enables QUEST Career Coaches to appropriately respond to a participant’s hardship and case-manage: from childcare and utilities to tutoring and tuition.

Link: https://www.youtube.com/watch?v=8rkyvBiHyTU

This technology also works because it enables participants to access their online classes via Zoom with crystal clear audio and video sharing capabilities.

The solution is a short-term change: scaling technology resources to better suit the growing remote needs of QUEST participants and Career Coaches. The long-term outcome is to break generational poverty by placing individuals into careers with life-sustaining wages.

Mr. Mark Elliott, President of Economic Mobility Corporation, released the “Nine Year Gains: Project QUEST’s Continuing Impact” report on April 11, 2019 & “Nine Year Education Gains: Project QUEST’s Impact on Student Success” in June 2020 which shows QUEST participants continue experiencing economic mobility with sustained income growth over a 9-year period. The study illustrates the large impact and statistically-significant earnings over the nine-year follow-up period. 

Economic Mobility’s study also reflects significant outcomes validating the QUEST workforce development model’s effectiveness: 

•    Program participants’ earnings grew from an average of $11,722 to $33,644 over the course of the evaluation. Program graduates moved out of poverty and into the middle class, earning an average of $46,580 in the final year of the study. 

•    Participants over 34 years old and those with children experienced the greatest benefit. The study’s findings are the most impressive of any rigorous evaluation of workforce development programs and are a strong endorsement of the potential value of long-term skills training for low-income job seekers. 

•    QUEST participants continue education attainment even after graduation and placement: “QUEST set participants on a path to completing postsecondary education long after they stopped receiving program support. QUEST increased the percentage of participants earning a credential by 16.4 percentage points by the end of the ninth year.”

QUEST’s 25-Year Impact Study conducted by Steven R. Nivin, Ph.D., LLC conducted “The QUEST Economic Impact Study” analysis of QUEST in 2018 and found a return to the community of $19.32 per dollar invested in the programs. QUEST’s graduates’ income increases, made possible through their advancement in their education & training which in turn transfers to future generations within their family. According to Dr. Nivin, there is a projected “transfer” of income to their children of almost $99 million per year.

Project QUEST’s goal this year is to serve 3,000 participants and place 1,000 participants into jobs with life-sustaining wages. QUEST plans to achieve these goals by partnering with the City of San Antonio’s Ready to Work SA plan and Bexar County’s Bexar Strong jobs program to in-take the increase load of participants. This is a result of CARES act funding. This funding does not address the technology resources that participants need for a digital learning environment. The next five years will be focusing on scaling QUEST services to more participants.

The barriers that exist include but are not limited to another recession due to another COVID-19 outbreak. More social distancing options for Career Coaches are needed because less people will meet with QUEST staff in person as the winter months unfold, which is why QUEST presents this proposal to MIT Solve. Enabling a mobile-office concept for Career Coaches will provide opportunities to serve participants in a digital space. Technical barriers could be the organization’s outdated website, but that is being re-designed. Recruitment and outreach efforts are on-going at different community events: churches, food banks, and community centers

QUEST plans to seek funding to bridge the digital divide gap: providing adult learner participants with the technology necessary to complete online training. QUEST Career Coaches will also use a mobile office setting to meet with participants in a digital space. The website is currently being upgraded by Düable Brand Trust, a local industry-leading online marketing firm. Recruitment and outreach efforts continue despite the COVID-19 pandemic.

Project QUEST would like to collect outcomes data as it relates to the proposed Virtual Workforce Center as follows:

(1) To create a pre- and post-survey of participants' experience in using interactive technology;

(2) To assess the user-friendliness and ease of utilizing interactive technology for learning, training, job readiness, job seeking, and job interviewing; and

(3) To collect success stories of those who use the Virtual Workforce Center and share them with QUEST's social media networks. 

The QUEST team is well-positioned to deliver this solution because of its combined 100 years of Leadership Team experience. QUEST has the infrastructure in place to respond to the rapid unemployment and underemployment in the community.

David Zammiello-President/CEO-has 25+ years of leadership experience.  Formerly an executive with USAA, David brings a strong business acumen to the QUEST mission. His visionary leadership elevates QUEST’s goals and objectives to cultivate and protect a brand identity that is progressive, influential and relevant. 

Lelani Mercado-Chief Program Officer-has served QUEST 20+ years as a workforce professional. Her experience provides extensive program development and design to enrich participant experience through innovative services and expert guidance.

Elizabeth “Eli” Eguía Robinson-Director of Community Partnerships-has 20+ years of professional philanthropic fundraising and community relations expertise that help advance QUEST’s mission. Robinson has served the community by working in the nonprofit sector for both public and private educational institutions.

Mary E. Rodriguez-Director of Accounting & Finance-has 30+ years of experience. She has Bachelor’s degree in accounting. She plans and implements financial and general administration and fiscal oversight. Ensures the sound administration of the organization’s financial records. Manages human resources, payroll, and benefits. Oversees daily accounting procedures, recommend appropriate policies, and establishes internal controls. Prepares monthly financial reports, projections, and annual budgets.

QUEST works with a wide array of employer and training partners. Training partners include Alamo Colleges, Baptist School of Health Professions, UT Health San Antonio, Methodist Healthcare, Inspire Medical, University of the Incarnate Word, Beldon Roofing Company, Rackspace Cloud Academy, Code Bound, Codeup, Dynamic Advancement, and Restore Education. Employer partners include QUEST helps participants identify which training program suits the individual and enroll them into that program. QUEST determines this via an intake and assessment process. Employer partners commit to interviewing our participants and help guide them through the job application process. Employer partners include Methodist Healthcare, UT Health San Antonio, Baptist School of Health Professions, Rackspace, USAA, Accenture, Appdiction, IP Secure, and Def Logix

QUEST provides value to the unemployed, underemployed, and under-served population of South Texans by providing wraparound and support services to individuals needing to upskill. In 2019, 399 participants that were placed in jobs were earning less than $15,000 prior to enrolling in the program. They now earn an average of $44,094. Participants need extra support as they navigate training and education programs. Wraparound services are essential to ensure participants concentrate on their education and ultimately graduate and secure high-wage employment. QUEST provides support services and assistance for tuition, books, supplies, tutoring, technology resources, and uniforms for educationally and economically disadvantaged adults who have enrolled in education and training for in-demand careers through QUEST. MIT Solve’s funding will ensure that participants will be able to connect to their distance learning courses with adequate hardware and Wi-Fi connection. It will also help Career Coaches meet with participants anywhere in the digital realm. 

As a nonprofit organization, Project QUEST continually seeks out partnerships and funding opportunities to sustain operations, programs and services. Project QUEST partners with the City of San Antonio, Bexar County, the State of Texas, foundations, and private donors in order to maintain the organization's vision and fulfill its mission to serve the unemployed, underemployed, and under-skilled individuals by offering them the education and training for living-wage careers in in-demand industries. QUEST is committed to continuing its ongoing efforts to secure external resources in order to achieve its mission and reach its annual strategic business plan goals and outcomes. 

Presently, Project QUEST is actively pursuing various foundation grants in order to adequately set up the Virtual Workforce Center. It most recently received a favorable review of the highly competitive Impact San Antonio grant. QUEST made it as a finalists and has been awarded a grant to get us started. 

Impact San Antonio – Staying Connected with Digital Inclusion ($10,000 grant) – Received November 2, 2020.

The organization’s goal of securing annually $2,500,000+ of foundational funding from the City of San Antonio and Bexar County has already been met. QUEST will continue to pursue funding opportunities with an extensive giving campaign and a digital event fundraising like the Annual Awards Ceremony for an estimated goal of $245,000. QUEST will also pursue private grants in the range of $3,000,000 to $5,000,000 by the end of Fiscal Year 2021 (Oct. 1, 2020 – Sept. 30, 2021).

As a result of the FY2020-2021 braided funding and the 2020 CARES Act Fund, it is estimated at $23M.

QUEST is applying to the Reimagining Pathways to Employment in the U.S. Challenge because it is an innovative approach to workforce development that will scale the amount of resources to offer to adult learner participants. The barriers for participants is a lack of technology resources and the QUEST Career Coaches not being able to meet their participants in person. The COVID-19 pandemic has accelerated the need for Wi-Fi hotspot connections, hardware, and training. Laptops, hotspots, and appropriate peripherals will help both QUEST and the participants complete job training reach each other’s goal: place individuals into careers with life-sustaining careers.  

Project QUEST has strong partnerships with numerous referral agencies such as San Antonio Housing Authority and AVANCE San Antonio. In addition, QUEST has built partnerships with the Workforce Solutions Alamo, The San Antonio Food Bank, and the COPS/Metro Alliance that further advance the outreach efforts and refer individuals who are unemployed, underemployed, or under-served & who may benefit from the QUEST programmatic delivery of services and wraparound model. Employer partners also provide mock interviews for talent recruitment. QUEST continually engages the public through its social media presence which reaches more people.  

Project QUEST would like to partner with more institutions of higher learning. QUEST would also like to partner with more local independent school districts to help parents who might need training and upskilling. QUEST realizes that its program model, and as a workforce intermediary, is often aligned with education and institutions alike. QUEST would also like to partner with Paul Osterman of M.I.T. Sloan School of Management to further research the success of QUEST participants as well as Mark Elliott, Economic Mobility Corporation to continue and expand the Project QUEST Economic Impact Gains research in the future.