By Pat Posey, Chief Operating Officer || Western Association of Food Chains
[This was originally published in the print edition of The Shelby Report of the West.]
“About 1.5 million English learners are working in the retail industry and half are women,” said Ana Negoescu, assistant VP for business engagement and inclusion programs at the National Immigration Forum, a partner of the WAFC.
Sitting in a virtual graduation event, company leaders were overcome with emotion as they listened to students share stories about how education had changed their lives.
Negoescu told us that she often hears about the impact the lack of English-speaking ability has on workers and their desire to improve themselves. For example, a woman who worked as a line worker in a cheese factory had been a doctor in her home country. A lack of English understanding had held her back in the US.
However, after completing the NIF’s English at Work program, she became a biotechnician in a lab at her plant. Without the language skills, she would not have been able to reach her full potential.
The WAFC leans in on creating an equitable education environment for everyone. In 2021, the organization began a pilot that it calls the On-Ramps Program in partnership with the NIF and select community colleges. The objective is to give all workers access to the tools they need to grow and reach their full potential.
So far, the program has served more than 300 high-potential workers of Latino, Asian/Pacific Islander, Middle Eastern and Ukrainian backgrounds who desire career growth and can participate in On-Ramps to build their language and digital literacy skills and prepare for the Retail Management Certificate Program.
While most people have a smart phone, we can’t assume everyone can access computers and the internet. In addition, according to the National Skills Coalition, 37 percent of retail and wholesale workers have little to no digital skills, which limits their ability to use Microsoft Office applications. On-Ramps helps underserved candidates acquire the tools and skills they need to enroll in English at Work classes.
Once ready, they take the 12-week language course (with 2.5 hours of virtual class time weekly) through select community colleges.
“This English at work program is outstanding because it helps our associates grow personally and professionally,” said Mike Hendry, WAFC education chair and EVP of marketing and merchandising at Northgate Markets.
Negoescu shared a couple of stories with us about the students.
One participant told her she feared customer interaction because she didn’t understand what they were saying and was nervous. Another shared how she wasn’t allowed to answer the phone or touch the deli’s computer because of her limited English and technical skills.
Despite having been well thought of at her job of 20-plus years, she said she was embarrassed. She jumped at the opportunity to take English at Work classes.
While language barriers are common in stores and manufacturing areas where workers do not need to interact with customers, they still can impact businesses and people. They affect workers’ confidence and suppress increased responsibilities and pay.
Often, workers want to engage with customers and pursue better jobs but are embarrassed or fearful, so they don’t. They might avoid eye contact to ward off questions.
Their ability to handle essential tasks, such as requesting time off or dealing with malfunctioning equipment, also can be limited. Employers can face productivity, job performance and retention challenges, as well as reduced employee job satisfaction.
Leaders often look for an increased talent pool, with upscaling workers a way to address these opportunities.
The On-Ramps pilot is showing positive results for employees and their companies. Pre- and post-test scores indicate that 91 percent of graduates improved their English skills versus 41 percent of English learners enrolled in traditional English as a Second Language courses. In addition, 37 percent of students completing an English at Work course reported receiving a promotion, according to a graduate survey.
Upon completing the program, participants feel a sense of accomplishment and improved confidence. Participating retailers gain more valuable and committed employees. With improved language skills and individual coaching from partner colleges, many English at Work graduates have already taken their next steps and enrolled or completed industry credentials.
By the numbers:
- 1 in 10 adults have limited English speaking abilities.
- 91 percent of students improved their English skills through the WAFC On-Ramps Program, as demonstrated by pre and post-test scores.
- 37 percent of students completing an English at Work course reported receiving a promotion.