Call Centers

The skills learned by working in OCE's voluntary job assignments, like the Contact Centers, are universally applicable. AICs apply, interview, train, have performance reviews, learn how to work in an organizational structure, can be promoted, receive bonuses, speak directly to the public, and are held accountable. They use technology just as they would in a real-world job situation. They work in a setting where they need to maintain a level of decorum and positivity toward callers and coworkers.

OCE actively markets contact center services at national contact center related trade shows and conferences to U.S. based private partners that may utilize the workforce in foreign countries such as the Philippines and India. OCE does this to bring back revenue and business to the United States. This part of the market share is not typically performed by U.S. private sector companies, but instead by prison industries. Currently, 19 states operate contact centers within detention settings, including the Federal Bureau of Prisons.

Bringing these operations to Oregon results in a positive economic impact by increasing private sector jobs related to the supervision of these programs. Working in these positions and talking to the general public develops prosocial interactions, helping these participants on their path to post-release employment.

All AICs applying to work in OCE contact center programs must first pass an extensive security background check. Applicants are checked for concerns regarding institution security risks, past computer or telephone fraud and identity theft convictions. No AIC with any of the above security concerns will be placed in a contact center work program.

Workers do not have access to credit cards, social security numbers, financial information or any other critical information, nor do they have telephones. Telephone calls are delivered to the AIC agents through direct dialing. All telephone calls are recorded. In addition, staff monitor the telephone agents on a regular basis for quality assurance and adherence to established policies. The contact center computers utilize a safe and secure kiosk mode. Kiosk mode takes the AIC directly into the contact center programs and limits them to only fields within the application. When finished, the agent can only log off the system; there are no other options available. Their machines cannot get past the firewall. For example, through suppression of information, AIC working at the DMV contact centers do not see the customer address, social security number, mother's maiden name, and place of birth. They also have no access to out-of-state driver license records, confidential records of any type, or photographs. Medical information and accident reports are also off limits.

Workers in the contact centers do not have direct internet access – only direct portals to the partners' program applications. OCE staff and/or DOC security staff conduct searches of all AIC telephone agents entering and exiting the contact centers. Nothing is allowed to be removed or taken from the work area. Area searches and frequent floor checks are also conducted. The institutions monitor all AIC personal telephone calls and written communication outside of the contact center.

Laundry

OCE Laundry provides excellent training in commercial laundry processes, standards, and leadership. Previous workers have gone on after release to work in commercial laundries in the community, elevating to management positions, including Chief Engineer. Training in laundry is focused on real-world standards. A national commercial laundry consultant (Ecolab) develops all wash programs for specific types of linens to ensure proper garment outcomes.

OCE Laundry Production Managers are certified by the Association for Linen Management and trained to meet commercial laundry industry standards, passing essential knowledge on to program participants. OCE Laundries follow all Centers for Disease Control prevention standards of infection control for transporting, sorting, washing, drying, and handling soiled and clean linen. OCE Laundries provide a critical service to both Department of Corrections and local community partners. OCE is part of the State of Oregon's Emergency Preparedness Operation plans, assisting hospitals in providing services.

Logistics

Logistics is the supply chain hub for transport, warehousing, and distribution of OCE products. A critical element of commerce, goods would not move from supplier to buyer and then ultimately to the consumer without the support and coordination of logistics.

OCE staff lead a team of AICs who provide professional delivery, assembly, and installation of OCE products. AICs develop a variety of job skills to include forklift operation, inventory control, Microsoft Office software applications, and general warehouse operations.

Mail

As a full service provider, OCE offers mailing services of its printed products, including surveys. Participants in the Mail Fulfillment program learn current United States Postal Service and other courier standards. Skills learned include sorting, collating, distribution, direct envelope printing, certified postage metering, and packaging. Participants learn to work independently as part of a larger team, achieving goals and meeting standards.

The mailroom is an integral part of the print operation. While some pre-printed stock is maintained, the shop's location is an extension of the Print Services program, allowing for a quick turnaround of print-to-mail orders.

Print

The Print Services operation specializes in press, bindery, and computer graphics, creating letterhead, business cards, envelopes, and carbonless forms for many state agencies. Services include digital printing and traditional offset printing including carbonless forms, multicolor publications, and any other printed job. OCE provides customers with assistance from project concept to the finished product.

Most Print Services program participants have opportunities to learn technical skills at each phase of the process using both traditional and more current technology. This helps participants develop a more versatile skill set. In addition, each person in the production line is taught to check the quality of the work from the previous station. This bolsters the idea of teamwork and enhances soft skills, such as communication, necessary to be successful when reentering the job market.

Administrative

OCE offers AIC administrative positions, often called clerks, throughout most of our programs. OCE clerks are responsible for following specific internal guidelines and procedures, and work directly with supervisors and workers in all assigned areas. Clerk duties require a person to balance several tasks at once. Extensive computer and software knowledge is often required, but skills and opportunities are advanced the longer a person stays in a program. Administrative workers are dependable and remain flexible as daily routines can change based on customer needs.

OCE clerks are self-motivated and are given the increased flexibility to manage their tasks. These tasks include maintaining office files and keeping daily tracking logs on the computer. Clerks are given the opportunity to cross train and have a working knowledge of several areas of responsibility including: inventory tracking; costing and tracking shipment of materials; stocking levels of materials; establishing reorder points; and establishing, costing and updating item numbers internally. Clerks learn to be responsible for creating reports and verifying information on orders received. They have contact with customers, staff and visitors to the work site, building prosocial skills helpful for transitioning back to the community upon release.