IFB #C24-32659 Customer Service and De-escalation Training

PURPOSE The Department of Rehabilitation (DOR), Vocational Rehabilitation Employment Division (VRED) is seeking a contractor to provide Customer Service and De-escalation training to staff who have frequent contact with the community. The training is intended to equip staff with tools and resources to defuse difficult situations between DOR staff and the public served.
The contractor will provide in-person trainings at various locations throughout the state of California, to reach approximately 1,300 DOR employees.
Training Requirements  ¿ Provide 30-35 in-person trainings throughout California ¿ Deliver 2-3 virtual training sessions over Zoom ¿ Provide a copy of the digital recorded training with a minimum of 1-year access
DOR/SDU Responsibilities ¿ Work in partnership with the contractor to determine training dates. ¿ Provide training announcements to DOR employees. ¿ Work in partnership with the District Training Coordinators in VRED to secure training sites throughout California. ¿ Ensure trainings will meet reasonable accommodation requests for all participants. ¿ Ensure attendees will receive credit on their employee training record.
Contractor Responsibilities Provide training content related to the following characteristics: ¿ Understanding customer needs: Participants can learn to actively listen and empathize with customers to understand their needs and concerns effectively. ¿ Conflict resolution skills: Acquire techniques for addressing customer complaints and conflicts with a focus on resolving issues to the customers satisfaction. ¿ De-escalation Techniques: Learn strategies for de-escalating tense situations, diffusing anger, and managing challenging customers to ensure a positive customer experience. Understanding when to involve law enforcement. ¿ Maintaining professionalism: Understand the importance of maintaining a professional demeanor, even in difficult situations, to build trust and credibility with customers. ¿ Cultural sensitivity: Recognize and respect cultural differences and diversity ensuring interactions are inclusive and respectful. ¿ Handling stress: Develop techniques to manage stress and stay composed during challenging interactions, preventing burnout and maintaining a positive attitude while serving participants with various disabilities. ¿ Travel to various location sites to deliver trainings in-person on the date(s) and time(s) mutually agreed upon.  ¿ Provide training sessions virtually using Zoom to participants not able to participate in live sessions. ¿ Provide a final recording of the Zoom training to DOR.