Project Summary

The Charles B. Wang Community Health Center provides high-quality, affordable, and culturally relevant health care and services and advocates on behalf of the health and social needs of underserved Asian Americans. The health center partnered with City College of New York (CCNY) to train frontline staff—including medical assistants, patient service representatives, and family health workers—to improve their skills and knowledge and enable them to better serve the health center’s patients. The project emphasized the development of career advancement opportunity for trainees.

~
“Through the Jobs to Careers work-based learning approach, we have built a skilled, stable
frontline workforce—improving our ability to deliver high-quality care and services in
a systematic and consistent manner.”
—Betty Cheng, Chief Operating Officer, Charles B. Wang Community Health Center, Inc.
~

Frontline employees attended weekly one-day training sessions for six months. CCNY instructors provided an overview of the health care system as well as instruction in medical terminology, customer service, medical office procedures, and communication skills. Instructors from the health center led workshops on career development and managing chronic disease. Staff also participated in one-on-one work-based learning sessions with their supervisors; health center supervisors received training in curriculum content, conflict resolution, management techniques, leadership styles, motivation, and the role of the supervisor.

Training Outcomes

  • 50 employees received training.

Benefits to Frontline Employees

  • Frontline workers received pay increases and career advancement opportunities. Program graduates qualified for $1,000 raises.

Benefits to Employers

  • The health center reported higher retention rates and improved performance among frontline employees.

Changes to Institutional Practice

  • The health center expanded supervisory training to all supervisors.
  • The health center committed to providing ongoing training to all staff members, improving their ability to better serve the Asian-American community.