OCE SERVICE PROGRAMSWith the globalization of the service industry, the demand for skilled employees is high. Service-based programs in OCE are continuing to build relationships with community partners, allowing for a higher rate of rapid employment upon release. Upon reentry, program participants are finding immediate employment in similar industries all over Oregon and even nationally. OCE has well-established call centers, laundry services, and print services that have served Oregon communities, agencies, and health care facilities for decades. These programs provide skills that translate to positive employment outcomes.
Call CentersMore Info
Call CentersThe 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.
"I really appreciate the opportunities to learn during my time in DOC. I have a lot more skills than before I fell. I have 2 months left in OCE and 8 months left in DOC. Thank you very much for the opportunities."
-Contact Center, OSCI
-Contact Center, OSCI
LaundryOCE 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.
"This program helped me realize how much can be accomplished when people work together. It has helped my confidence and communication skills and I will be able to carry that over when I am released."
LogisticsLogistics 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.
"I appreciate the opportunity this program provides. It gives me a good feeling to help people in the community through this work. Being outside of the prison environment during the day helps me to see life changing out there and be ready for when I release."
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.
"I have appreciated my interactions with staff who are supportive and encourage healthy decisions without an exaggerated sense of importance. The mail room is a great place to learn and keep busy while being able to work independently on my tasks."
-Mail Room, OSCI
-Mail Room, OSCI
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.
"When I was hired in the Print Shop, I knew nothing about printing. Now I am confident the knowledge I have will help me succeed in this industry. Not having previous job experience I have learned how to conduct myself in the workplace. This job provided me real word experience and training with educational programs"
-Print Shop, OSCI
-Print Shop, OSCI
"Very thankful to have this opportunity to work with OCE and I believe this to be a life-changing experience giving me the skills to obtain and maintain a good job in printing when I get out. Coming to work every day provides great satisfaction knowing we are doing something with our time. We are human beings and deserved to be treated as ones, too. Thank you for doing it."
-Print Shop, OSCI
-Print Shop, OSCI
AdministrativeOCE 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.
"I came to prison with some decent computer skills and was looking for an opportunity to not only keep them current, but develop my skills further before I released. Finding a job with OCE was great because I kept my ability to use Word and Excel fresh, and learned each new update that came out from Microsoft. I stayed with OCE, and was able to transition to a program where I learned advanced computer skills like CAD, CAM, Inventor, and more. When I leave prison, my understanding of computers won't have a huge gap."