The OHRM Professional Development and Learning Management Office serves as the Citywide Training Center’s agency liaison for CUNY and partners with college Human Resources offices to arrange for CUNY employees to participate in CTC courses. For more information, visit www.cuny.edu/training.
Edna Wells Handy Commissioner
SUMMER 2013 COURSE CATALOG at the Citywide Training Center
Citywide Training Center Authorized Provider & Accredita on Programs The Citywide Training Center (CTC) is an authorized provider of Con nuing Educa on Units (CEUs) and professional development credits for various accredita on programs: Interna onal Associa on for Con nuing Educa on and Training (IACET) NYC Citywide Training Center has been approved as an Authorized Provider by the Interna onal Associa on for Con nuing Educa on and Training (IACET). In obtaining this approval, the NYC Citywide Training Center has demonstrated that it complies with the ANSI/IACET 1‐2007 Standard which is widely recognized as the Standard of good prac ce interna onally. As a result of our Authorized Provider membership status, the NYC Citywide Training Center is authorized to offer IACET CEUs for its programs that qualify under the ANSI/IACET 1‐2007 Standard. One CEU is equal to ten hours of par cipa on in an organized con nuing educa on experience under responsible, qualified direc on and instruc on. Universal Public Purchasing Cer fica on Council (UPPCC) Through the UPPCC, individuals who are currently employed in public purchasing have the opportunity to achieve industry‐wide recogni on by earning the Cer fied Public Procurement Officer (CPPO) and Cer fied Public Procurement Buyer (CPPB) designa on. The requirements for cer fica on are based on academic and professional experience. Na onal Ins tute on Governmental Purchasing (NIGP) The Na onal Ins tute of Governmental Purchasing (NIGP) is a na onal, non‐profit organiza on providing support to professionals in the public sector purchasing profession. NIGP provides its members with educa on, professional networking, research, and technical assistance.
Con nuing Professional Educa on Credits (CPEs) The Citywide Training Center is registered as a sponsor of Con nuing Professional Educa on Credits (CPEs) with the New York State Board of Public Accountancy; sponsor ID number: 002483. One CPE is earned for each 50 minutes of classroom instruc on. COIB Con nuing Legal Educa on (CLE) Credits In coopera on with the NYC Conflicts of Interest Board (COIB), the Citywide Training Center offers a series of workshops focusing on Chapter 68 of the New York City Charter and the issues related to conflicts of interest. Con nuing legal educa on (CLE) credit for par cipa on is provided through the NYC Conflicts of Interest Board.
CTC L&D Summer 2013 Course Catalog
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LEARNING & DEVELOPMENT at the CTC
Table of Contents
Learning and Development at the Citywide Training Center
Course Formats
5
Instructors
5
Fees and Payments
5
How to Apply
6
NYCAPS Registra on
6
Cancella on Policy
6
Transcripts
7
Direc ons to the CTC
7
Organiza onal and Execu ve Development Por olio
9
Open Enrollment Courses
Communica on Courses
10
Computer Courses
Accoun ng/Finance
13
Databases
13
Desktop Publishing
14
E‐mail/Calendars
16
Graphics
17
Presenta on
18
Project Management
19
Report Wri ng
19
Spreadsheets
20
Tablets
21
Web Page Development
22
Word Processing
23
CUNY Public Administra on Program
25
Defensive Driving Courses
30
Management and Supervision Courses
31
Online Live Training
33
Workplace Effec veness Courses
35
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CTC L&D Summer 2013 Course Catalog
LEARNING & DEVELOPMENT at the CTC
Programs of Professional Prac ce Administra ve Professionals Cer ficate (APC) Program
37
Audit Courses
40
Emergency Management Cer ficate Program
41
Energy Management Courses
42
Building Operator Cer fica on
43
Cer fied Building Commissioning Professional (CBCP)
45
Cer fied Energy Manager
46
IT Professional and Cer fica on Courses
47
LMSW Licensing Program
48
NYC Customer Service Professional Cer ficate Program
50
CTC L&D Summer 2013 Course Catalog
4
LEARNING & DEVELOPMENT at the CTC
Learning and Development at the Citywide Training Center (CTC) The CTC course offerings are specially designed to meet the training and development needs of all New York City personnel. CTC PROVIDES…
Turnkey services Courses designed specifically for City employees Instructors who specialize in working with the public sector and know City staff, systems and reali es Rapid course roll‐outs Convenient payment through a simple interagency chargeback agreement COURSE FORMATS* Open Enrollment Courses CTC’s Open Enrollment courses include par cipants from a number of agencies. Open Enrollment courses are per‐ fect for agencies when they want to enroll one or several of their staff in a course rather than schedule their own course. Open enrollment course schedules are published two mes a year for the Summer/Fall and Winter/ Spring. Agency‐Specific Courses The CTC can provide any class in the catalog as an agency‐specific class. If you are looking to have a course you don’t see in our catalog, please contact us. CTC professional staff and trainers are able and eager to develop and present new courses to meet workforce training needs. Agencies that prefer to train a number of their employees on specific topics at once may request dedicated workshops scheduled at their convenience. Agency‐Specific courses usually are delivered at the Citywide Training Center in Manha an but can also be offered at the agency site. See Fees and Payment for informa on about Agency‐Specific course fees. INSTRUCTORS All CTC courses are led by highly qualified consultants from government, universi es, and the private sector or CTC in‐house trainers. Prac oners of the skills they teach, all CTC trainers bring a wealth of knowledge and experi‐ ence in training City personnel that address City‐specific issues and challenges. FEES AND PAYMENT The Department of Citywide Administra ve Services charges agencies for all training classes in which their employ‐ ees are enrolled. * CUNY campus representa ves and employees should not contact the Citywide Training Center directly. All in‐ quiries and applica ons related to CTC courses should be directed to the OHRM Professional Development and Learning Management Office through the campus Human Resources Offices.
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CTC L&D Summer 2013 Course Catalog
LEARNING & DEVELOPMENT at the CTC HOW TO APPLY FOR TRAINING Open Enrollment Courses To apply for classes, CUNY employees must complete a Citywide Training Center Course Applica on, available at www.cuny.edu/training (from the homepage, click on “REGISTRATION” to access the form). One applica on may be used for mul ple course requests and for all types of courses. Applica ons must be signed by the immediate supervisor and submi ed to the college Human Resources Office. The College Human Resources Office must obtain the signature of a Fiscal Officer at the college and then forward the applica ons to the CUNY OHRM Professional Development and Learning Management Office, which serves as CUNY’s Agency Training Liaison to the Citywide Training Center. Applica ons sent directly to the CTC from an indi‐ vidual employee or college and/or sent without the required authorizing signatures will NOT be processed. PDLM will forward confirma ons for training via email to the Training Contacts in the College HR Offices in ad‐ vance of the course(s). College HR Training Contacts are responsible for no fying individual employees of the clas‐ ses and dates of training that have been confirmed. Employees should not a end a class for which they have not received a confirma on. Employees who have not received a confirma on should contact their college’s HR Office. CANCELLATION POLICY Open Enrollment Courses Requests for cancella ons or schedule changes must be made in wri ng by the College HR Office and submi ed to PDLM at least 10 business days prior to the start of a confirmed class. Requests received without the required no‐ ce will result in a charge to the college of the full course fee. Colleges may designate a qualified par cipant for subs tu on up to the commencement of the class without penalty. PDLM should be no fied of the subs tu on in advance so that they can alert the CTC. PAYMENT Non‐Mayoral agencies must pay by check. Checks must be made payable to: DCAS/Citywide Training Center. Each CUNY college is responsible for ensuring that payment is made to DCAS prior to training. Payment details are reiterated in all training invoice le ers sent by the CTC. The OHRM Professional Development and Learning Man‐ agement Office of CUNY forwards invoice le ers to the appropriate campuses via email. All ques ons regarding registra on and payment for CTC courses should be directed to the OHRM Professional Development and Learning Management Office through the College Human Resources Offices.
CTC L&D Summer 2013 Course Catalog
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LEARNING & DEVELOPMENT at the CTC TRANSCRIPTS Personal transcripts are available by contac ng the CTC at:
[email protected] DIRECTIONS TO THE CITYWIDE TRAINING CENTER The Citywide Training Center is moving! Our new loca on will be at 1 Centre Street on the 24th Floor, in Manha an. If an agency has an appropriate training facility, upon request, the CTC can deliver programs at on‐site agency loca ons. Some computer training classes are held at 290 Madison Avenue (between 40th and 41st Streets) in Midtown Manha an. Please contact the Citywide Training Center at 212‐487‐5600 if you are unsure about a class loca on. Closest Subway lines: 4/5/6 to Brooklyn Bridge‐City Hall sta on J/Z to Chambers Street‐Centre Street sta on R to City Hall Sta on A/C to Chambers Street‐Church Street sta on Closest Bus routes:
M22 and M15
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CTC L&D Summer 2013 Course Catalog
LEARNING & DEVELOPMENT at the CTC
SAVE THE DATE!
September 23, 2013—September 27, 2013
Citywide Learning & Development will present our annual training EXPO at the new Citywide Training Center.
CTC L&D Summer 2013 Course Catalog
8
ORGANIZATIONAL & EXECUTIVE DEVELOPMENT PORTFOLIO
Learning & Development Organiza onal and Execu ve Development Por olio Citywide Organiza onal & Execu ve Development (OED) Programs offer an array of learning opportuni es designed to introduce par cipants to next and best prac ces in management and leadership. Programs are facilitated by industry experts and can be agency specific in design and delivery, or offered to individuals through open enrollment or an applica on and selec on process. Included in the Organiza onal and Execu ve Development Por olio are programs which focus on Assessment and Facilita on, Execu ve Coaching Services, and Execu ve Educa on, such as our premiere Execu ve Development program, The Leadership Ins tute.
EXECUTIVE EDUCATION Execu ve Educa on offers specialized development opportuni es for seasoned execu ves and emerging leaders in City government. Par cipants are offered opportuni es to learn from, and network with, colleagues and are provided with instruc on from leading authori es in the areas of strategic change, leadership and management, and NYC systems and programs. Each program requires an extensive commitment on the part of the program par cipants and the agencies sponsoring them. Programs vary in length from 2.5 to 4 months, and consist of weekly seminars, site visits, applica on projects, and program presenta ons.
EXECUTIVE COACHING SERVICES Execu ve Coaching supports individual leadership and management by enhancing strategic thinking capacity, honing skills, and improving communica on techniques. Coaching provides execu ves with the opportunity to examine current work behaviors, habits and pa erns, seek appropriate clarity, reevaluate assump ons and experiences, and gain fresh perspec ve and expand their repertoire of management and leadership techniques.
ASSESSMENT AND FACILITATION
Assessment and Facilita on programs are offered to managers and leaders who wish to gage strengths and growth opportuni es for their team. Assessments are administered by licensed prac oners who provide a context for how assessment results are to be interpreted and appropriately applied. Par cipants receive confiden al, anonymous feedback and, through the use of an ac on or development plan, are offered tools to use to further increase their management capacity. For more informa on on programs offered in the OED Por olio, please contact 212‐669‐3615 or execu
[email protected].
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CTC L&D Summer 2013 Course Catalog
OPEN ENROLLMENT: COMMUNICATION COURSES
Open Enrollment Courses Communica on Courses Ac on Grammar C5031
Days of Training: 2
1.2CEU / 16CPE
$250
Aug 22‐23
This course is designed to answer the most frequently asked ques ons about grammar, punctua on, and their usage. Focus is on the gramma cal issues that are essen al for ensuring that on‐the‐job wri ng reflects a polished, professional image. SEMINAR OBJECTIVES:
Iden fy well‐constructed sentences, correct run‐on sentences and sentence fragments Create transi ons between sentences Use correct verb tenses Learn the principles of subject‐verb agreement Form possessives of singular and plural nouns Use pronouns correctly Learn rules of capitaliza on and correct punctua on, including commas, semi‐colons, colons, and quota on marks Understand the meanings and differences of commonly misused words, including words that sound alike and look alike Target Audience: Individuals who want to enhance or refresh their understanding of Standard English grammar Developing Dynamic Listening Skills C2508
Days of Training: 1
.6CEU / 8CPE
$125
July 25
This workshop will focus on the skills, knowledge, and a tudes necessary to meet the challenges of listening effec vely. Through prac cal exercises, par cipants will improve their behaviors in this cri cal component of the communica on process. SEMINAR OBJECTIVES:
Assess your own listening strengths and weaknesses Iden fy a tudes that interfere with effec ve listening Dis nguish between listening to understand and listening to reply Separate message content from feelings Achieve results through be er communica on Target Audience: Professionals seeking to enhance their listening behaviors for improved communica on
CTC L&D Summer 2013 Course Catalog
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OPEN ENROLLMENT: COMMUNICATION COURSES Proposal and Grant Wri ng C9105
Days of Training: 1
.6CEU / 8CPE
$125
Sept 9
This workshop helps par cipants develop winning proposals. Par cipants learn how to respond to Request for Proposals or grant applica ons in a way that makes the strongest possible case for their agency or organiza on. During the program, par cipants will learn the seven building blocks of a successful proposal and prac ce wri ng several sec ons of a “real life” proposal. SEMINAR OBJECTIVES
Develop a winning approach: Remember that someone wants to give you money! Understand how decision‐makers determine winners Review the seven building blocks of a successful proposal Present your organiza on’s talents, resources and exper se in a compelling manner to the grantor Iden fy any weak points in your proposal and developing a strategy to overcome them Develop a system for reviewing proposals before they are submi ed
Target Audience: Grant writers who want to increase their ability to write winning proposals Successful Workplace Communica on C1022
Days of Training: 1
.6CEU / 8CPE
$125
Sept 10
This workshop will provide par cipants with methods to improve their everyday interac ons with co‐workers and enable them to work more produc vely in group situa ons. Par cipants will evaluate their own communica on styles and explore methods and techniques for improving their personal communica on effec veness. SEMINAR OBJECTIVES:
Assess communica on styles and their impact on others Learn effec ve ac ve listening techniques Recognize and respect others’ needs Develop techniques to achieve greater understanding Interpret verbal and non‐verbal communica on cues Diffuse and resolve conflict situa ons Target Audience: Clerical/administra ve staff seeking to improve their communica on effec veness
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CTC L&D Summer 2013 Course Catalog
OPEN ENROLLMENT: COMMUNICATION COURSES Wri ng from Start to Finish C9317
Days of Training: 1
.6CEU / 8CPE
$ 125
July 23
Many people make wri ng a more difficult and me‐consuming process than it needs to be. This workshop focuses on how to streamline the wri ng process to save me and produce more effec ve wri en communica ons. Par cipants will learn how to organize and present informa on for maximum impact, and how to move smoothly from start to finish in the wri ng process. SEMINAR OBJECTIVES:
Prepare to write by considering the purpose and audience for your message Organize informa on in a clear, logical way Use outlining as an organiza onal tool Use headings, topic sentences, and transi ons to clarify your message Stay focused on your message Revise documents to ensure they are clear, concise, and correct Target Audience: Individuals who want to make their wri ng more efficient and effec ve
CTC L&D Summer 2013 Course Catalog
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OPEN ENROLLMENT: COMPUTER COURSES
Open Enrollment Courses Computer Courses ACCOUNTING/FINANCE QuickBooks 2010, Level 1 O9350 Online Live*
Days of Training: 1
.6CEU / 8CPE
$125
July 15, July 31, Aug 13, Aug 29, Sep 13, Sep 30
In this course, par cipants will use the basic features of QuickBooks to record and track your business transac ons. Prerequisite: This course is designed for persons who have no prior knowledge of how to use QuickBooks, or for persons who are familiar with the so ware and want to learn about the new features and func onality of QuickBooks 2010. Next Step: QuickBooks 2010, Level 2
DATABASES Access 2007, Level 1 T4041
Days of Training: 2
1.2CEU / 16CPE
$250
Sept 11‐12
Par cipants will create and modify new databases and their various objects. They learn how to maintain data consistency and integrity; improve queries, forms, and reports; and also integrate Access™ 2007 with other ap‐ plica ons. Prerequisite: Basic knowledge of computer applica ons. Next Step: Access 2007, Level 2 Access 2007, Level 2 T4042
Days of Training: 2
1.2CEU / 16CPE
$250
July 22‐23, Sept 23‐24
You have the basic skills needed to work with Microso Office Access 2007 databases, including crea ng and working with Access tables, rela onships, queries, forms, and reports. But so far, you have been focusing only on essen al database user skills. In this course, you will consider how to maintain data consistency, how to cus‐ tomize database components, and how to share Access data with other applica ons. Prerequisite: Access 2007, Level 1 Next Step: Access 2007, Level 3
*For a descrip on of Online Live Training please see pages 33 ‐ 34 13
CTC L&D Summer 2013 Course Catalog
OPEN ENROLLMENT: COMPUTER COURSES Access 2010, Part 1 T4051
Days of Training: 2
1.2CEU / 16CPE
$250
Aug 7‐8
In this course, par cipants will create and modify new databases and their various objects. Par cipants will maintain data consistency and integrity; improve queries, forms, and reports; and also integrate Microso ® Office Access™ 2010 with other applica ons. Next Step: Access 2010, Part 2 Prerequisite: Basic knowledge of computer applica ons. Access 2010, Part 2 T4052
Days of Training: 2
1.2CEU / 16CPE
$250
Aug 21‐22
In this course, par cipants will create complex Access databases by structuring exis ng data, wri ng advanced queries, working with macros, and performing database maintenance. Prerequisite: Access 2010, Part 1 Next Step: Access 2010, Part 3
DESKTOP PUBLISHING
InDesign CS5, Level 1 T5610
Days of Training: 1
.6CEU / 8CPE
$125
July 26
In this course par cipants will u lize Adobe® InDesign® CS5 to create and deliver eye‐catching printed documents. Prerequisite: Basic knowledge of computer applica ons Next Step: InDesign CS5, Level 2
InDesign CS5, Level 2 T5620
Days of Training: 1
.6CEU / 8CPE
$125
Sept 25
In this course, par cipants will use the advanced features of Adobe® InDesign® CS5 to create and design content for the web and print. Prerequisite: InDesign CS5, Level 1
CTC L&D Summer 2013 Course Catalog
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OPEN ENROLLMENT: COMPUTER COURSES InDesign CS6, Part 1 T5610
Days of Training: 1
.6CEU / 8CPE
$125
July 17
In this course, par cipants will learn all the tools needed to give their documents a well‐designed, professional look, including Paragraph and character styles, layout features, and customized text and graphics u lizing Adobe InDesign® CS6. Prerequisite: Basic knowledge of computer applica ons Next Step: InDesign CS6, Part 2
InDesign CS6, Part 2 T5620
Days of Training: 1
.6CEU / 8CPE
$125
Aug 28
In this course, par cipants will learn advanced InDesign® techniques to enhance the look and func onality of their documents. Prerequisite: InDesign CS6, Part 1 Publisher 2010, Level 1 T8030
Days of Training: 1
.6CEU / 8CPE
$125
Sept 18
In this course, par cipants will create, format, edit, and distribute publica ons. Prerequisite: Basic knowledge of computer applica ons
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CTC L&D Summer 2013 Course Catalog
OPEN ENROLLMENT: COMPUTER COURSES
E‐MAIL/CALENDARS Outlook 2007, Level 1 T7041
Days of Training: 1
.6CEU / 8CPE
$125
Aug 30
In this course, par cipant learns how to compose and send email, schedule appointments and mee ngs, manage contact informa on and tasks, and use notes.
Prerequisite: Basic knowledge of computer applica ons. Next Step: Outlook 2007, Level 2
Outlook 2007, Level 2 T7042
Days of Training: 1
.6CEU / 8CPE
$125
Sept 20
In this course, par cipants learn to customize their environment, calendar, and email messages to meet their specific requirements and who wish to track, share, assign, and locate various Outlook items. Prerequisite: Outlook 2007, Level 1 Next Step: Outlook 2007, Level 3 Outlook 2010, Part 1 T7051
Days of Training: 1
.6CEU / 8CPE
$125
July 15
In this course, par cipants will use Microso ® Office Outlook® 2010 to manage email, calendar entries, tasks, and contacts. Prerequisite: Basic knowledge of computer applica ons Next Step: Outlook 2010, Part 2 Outlook 2010, Part 2 T7052
Days of Training: 1
.6CEU / 8CPE
$125
Aug 12
In this course, par cipants will customize the Outlook environment, calendar, and mail messages, and will also track, share, assign, and quickly locate various Outlook items. Prerequisite: Outlook 2010, Part 1 Next Step: Outlook 2010, Level 3
CTC L&D Summer 2013 Course Catalog
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OPEN ENROLLMENT: COMPUTER COURSES
GRAPHICS Illustrator CS5, Level 2 T5411
Days of Training: 1
.6CEU / 8CPE
$125
Aug 19
In this course par cipants will create complex illustra ons, manage color across a range of devices, work with graphs and variables, control how illustra ons appear on print and the web, and preview them on mobile devices. Prerequisite: Illustrator CS5, Level 1
Photoshop CS6, Part 2 T6640
Days of Training: 1
.6CEU / 8CPE
$125
Aug 16
In this course, par cipants will delve into some of the more advanced image crea on and edi ng techniques, and be offered hands‐on ac vi es that demonstrate how Photoshop techniques can be used in combina on to create exci ng visual effects. Prerequisite: Photoshop CS6, Part 1
Visio Professional 2010, Level 1 O5440 Online Live*
Days of Training: 1
.6CEU / 8CPE
July 19, Aug 5, Aug 21, Sept 6, Sept 19
$125
In this course, par cipants will design and manage basic diagrams, workflows, and flowcharts. Prerequisite: Basic knowledge of computer applica ons. Next Step: Visio Professional 2010, Level 2
Visio Professional 2010, Level 2 T5450
Days of Training: 1
.6CEU / 8CPE
$125
June 19
In this course, par cipants will create custom elements and a custom template, represent external data as a drawing, and share your work with others. Prerequisite: Visio Professional 2010, Level 1
*For a descrip on of Online Live Training please see pages 33 ‐ 34 17
CTC L&D Summer 2013 Course Catalog
OPEN ENROLLMENT: COMPUTER COURSES
PRESENTATION PowerPoint 2007, Level 1 T5041
Days of Training: 1
.6CEU / 8CPE
$125
July 18, Sept 19
In this course, par cipants will work with Microso ® Office PowerPoint® 2007 to create electronic presenta‐ ons. Prerequisite: Basic knowledge of computer applica ons Next Step: PowerPoint 2007, Level 2
PowerPoint 2007, Level 2 T5042
Days of Training: 1
.6CEU / 8CPE
$125
Aug 16
In this course, par cipant gain skills necessary to work with design templates, various types of hierarchies, pro‐ cesses, or other diagrams, special effects, web presenta ons, and advanced presenta on delivery. Prerequisite: PowerPoint 2007, Level 1 PowerPoint 2010, Part 1 T6041
Days of Training: 1
.6CEU / 8CPE
$125
Sept 13
Par cipants will explore the PowerPoint environment and create a presenta on. Par cipants will add graphical objects to a presenta on and modify them. Par cipants will also add tables and charts to a presenta on to pre‐ sent data in a structured form. Prerequisite: Basic knowledge of computer applica ons Next Step: PowerPoint 2010, Part 2 PowerPoint 2010, Part 2 T6042
Days of Training: 1
.6CEU / 8CPE
$125
Aug 5
In this course par cipants will enhance their presenta on by using features that will transform it into a powerful means of communica on. They will customize the PowerPoint interface to suit the requirements and use fea‐ tures to create presenta ons. Prerequisite: PowerPoint 2010, Part 1
CTC L&D Summer 2013 Course Catalog
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OPEN ENROLLMENT: COMPUTER COURSES
PROJECT MANAGEMENT Project 2007, Level 1 O6033 Online Live*
Days of Training: 1
.6CEU / 8CPE
$125
Aug 13, Sept 5, Sept 25
Par cipants will create a project plan containing tasks, organize these tasks in a work breakdown structure con‐ taining task rela onships, create and assign resources, and finalize the project to implement the project plan. Prerequisite: Basic knowledge of computer applica ons Next Step: Project 2007, Level 2 Project 2010, Level 1 T6043
Days of Training: 1
.6CEU / 8CPE
$125
Aug 2
In this course, par cipants will create and manage a project schedule using Microso ® Project 2010.
Prerequisite: Basic knowledge of computer applica ons. Next Step: Project 2010, Level 2
Project 2010, Level 2 T6044
Days of Training: 1
.6CEU / 8CPE
$125
Aug 23
In this course, par cipants will exchange project plan data with other applica ons, update project plans, create visual reports, and reuse project plan informa on. Prerequisite: Project 2010, Level 1
REPORT WRITING Crystal Reports 2008, Level 1 O9348 Online Live*
Days of Training: 2
1.2CEU / 16CPE
$250
July 18‐19, Aug 5‐6, Aug 26‐27, Sept 16‐17
In this course, par cipants will create a basic report by connec ng to a database and modifying its presenta on. This course is designed for persons who need output from a database. In some cases, database programs have limited repor ng tools, and/or such tools may not be accessible. Par cipants may or may not have programming and/or SQL experience. Prerequisite: Basic knowledge of computer applica ons Next Step: Crystal Reports 2008, Level 2 *For a descrip on of Online Live Training please see pages 33 ‐ 34 19
CTC L&D Summer 2013 Course Catalog
OPEN ENROLLMENT: COMPUTER COURSES
SPREADSHEETS Excel 2007, Level 1 T3044
Days of Training: 1
.6CEU / 8CPE
$125
Aug 6, Sept 9
In this course, par cipants create and edit basic Microso ® Office Excel® 2007 worksheets and workbooks. Prerequisite: Basic knowledge of computer applica ons Next Step: Excel 2007, Level 2 Excel 2007, Level 2 T3045
Days of Training: 1
.6CEU / 8CPE
$125
Aug 20
In this course, par cipants use Excel® 2007 to streamline and enhance spreadsheets with templates, charts, graphics, and formulas. They will apply visual elements and advanced formulas to a worksheet to display data in various formats. Prerequisite: Excel 2007, Level 1 Next Step: Excel 2007, Level 3 Excel 2007, Level 3 T3046
Days of Training: 1
.6CEU / 8CPE
$125
Aug 29
In this course, par cipants will learn how to automate common tasks, apply advanced analysis techniques to more complex data sets, collaborate on worksheets with others, and share Excel data with other applica ons. Prerequisite: Excel 2007, Level 2 Next Step: Excel 2007, VBA Excel 2010, Part 1 T3054
Days of Training: 1
.6CEU / 8CPE
$125
Aug 1
In this course, par cipants will create and edit basic Microso ® Office Excel® 2010 workbooks. Prerequisite: Basic knowledge of computer applica ons Next Step: Excel 2010, Part 2
CTC L&D Summer 2013 Course Catalog
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OPEN ENROLLMENT: COMPUTER COURSES Excel 2010, Part 2 T3055
Days of Training: 1
.6CEU / 8CPE
$125
July 16, Aug 13, Sept 17
In this course, par cipants will apply visual elements and advanced formulas to a worksheet to display data in various formats. Prerequisite: Excel 2010, Part 1 Next Step: Excel 2010, Part 3 Excel 2010, Part 3 T3056
Days of Training: 1
.6CEU / 8CPE
$125
July 29, Sept 30
In this course par cipants will automate some common Excel tasks, apply advanced analysis techniques to more complex data sets, troubleshoot errors, collaborate on worksheets, and share Excel data with other applica ons. Prerequisite: Excel 2010, Part 2
TABLETS Maximizing the Use of the iPad T1278
Days of Training: 1/2
.3CEU
$60
Sept 27
This ½‐day program is designed for iPad users who want to learn how to use the Apple device efficiently. Learn how to effec vely use the basic func ons and applica ons that the iPad offers. Topics will include: using the mul ‐touch screen; customizing the home screen; changing the iPad se ngs; using iCloud; typing; prin ng; using apps; opening and closing apps; searching; se ng up e‐mail; checking, reading and sending e‐mail; sending and receiving text messages; and connec ng to Wi‐Fi. Requirement: Par cipants must provide their own iPad Prerequisite: Basic knowledge of computer applica ons Target Audience: City managers who are using city‐issued iPads for their day‐to‐day opera ons
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CTC L&D Summer 2013 Course Catalog
OPEN ENROLLMENT: COMPUTER COURSES
WEBPAGE DEVELOPMENT Dreamweaver CS5, Level 1 O9313 Online Live*
Days of Training: 1
.6CEU / 8CPE
$125
July 26, Aug 12, Aug 28, Sept 11, Sept 27
In this course, par cipants will design, build, and upload a website. Prerequisite: Basic knowledge of computer applica ons Next Step: Dreamweaver CS5, Level 2 Flash CS5, Level 1 T9407
Days of Training: 2
1.2CEU / 16CPE
$250
July 23‐24
In this course, par cipants will create and manipulate a wide variety of objects ranging from simple graphic designs to complex anima on sequences using the Adobe® Flash® CS5 applica on. Prerequisite: Basic knowledge of computer applica ons Next Step: Flash CS5, Level 2 Flash CS5, Level 2 T9408
Days of Training: 2
1.2CEU / 16CPE
$250
Aug 20‐21
In this course, par cipants will plan, design, and develop complex Flash projects using the Adobe® Flash® CS5 applica on. Prerequisite: Flash CS5, Level 1 Flash CS6, Part 1 T9507
Days of Training: 1
.6CEU / 8CPE
$125
Aug 22
In this course, par cipants will learn to navigate the Adobe® Flash® CS6 interface, and gain knowledge in using the tools and features necessary for drawing graphics and crea ng a website that contains an animated intro‐ duc on. Prerequisite: Basic knowledge of computer applica ons Next Step: Flash CS6, Part 2
*For a descrip on of Online Live Training please see pages 33 ‐ 34 CTC L&D Summer 2013 Course Catalog
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OPEN ENROLLMENT: COMPUTER COURSES Flash CS6, Part 2 T9508
Days of Training: 1
.6CEU / 8CPE
$125
Sept 26
In this course, par cipants will gain an understanding of Ac onScript and other advanced features of Flash, impor ng content from external sources, such as XML and video files, and create items that respond to user interac on. Prerequisite: Flash CS6, Part 1 Web Design with HTML5 and CSS3, Level 1
O9040 Online Live*
Days of Training: 1
.6CEU / 8CPE
$125
July 18, July 31, Aug 14, Aug 30, Sept 13, Sept 26
In this course, par cipants will use HTML5 to create and design web pages. This course is targeted at par cipants who want to learn web design for their personal use or for business purposes. Prerequisite: Basic knowledge of computer applica ons. Next Step: Web Design with HTML5 and CSS3, Level 2
WORD PROCESSING Word 2007, Level 2 T2045
Days of Training: 1
.6CEU / 8CPE
$125
Aug 15
In this course, par cipants create complex documents in Microso ® Office Word 2007 documents and build personalized efficiency tools in Microso ® Word 2007. Prerequisite: Word 2007, Level 1 Next Step: Word 2007, Level 3 Word 2007, Level 3 T2046
Days of Training: 1
.6CEU / 8CPE
$125
Aug 26
In this course, par cipants will learn how to use Word to create, manage, revise, and distribute long documents, forms, and Web pages. Prerequisite: Word 2007, Level 2
*For a descrip on of Online Live Training please see pages 33 ‐ 34 23
CTC L&D Summer 2013 Course Catalog
OPEN ENROLLMENT: COMPUTER COURSES Word 2010, Part 1 T2064
Days of Training: 1
.6CEU / 8CPE
$125
Sept 10
In this course, par cipants will create, edit, and enhance standard business documents using Microso ® Office Word 2010. Prerequisite: Basic knowledge of computer applica ons
Word 2010, Part 2 T2065
Days of Training: 1
.6CEU / 8CPE
$125
Aug 9
In this course, par cipants will create complex documents and build personalized efficiency tools using Microso Office Word 2010. Prerequisite: Word 2010, Level 1 Next step: Word 2010, Part 3 Word 2010, Part 3 T2066
Days of Training: 1
.6CEU / 8CPE
$125
July 31, Sept 27
In this course, par cipants will create, manage, revise, and distribute long documents. Prerequisite: Word 2010, Part 2
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OPEN ENROLLMENT: CUNY PUBLIC ADMINISTRATION PROGRAM
Open Enrollment Courses CUNY Public Administra on Program The CUNY/DCAS Public Administra on Program is offered in collabora on with the City University of New York’s (CUNY) Joseph S. Murphy Ins tute (JSMI) for Worker Educa on and par cipa ng unions on both the undergraduate and graduate level. It is designed to provide an opportunity to earn college credits, improve communica on and analy c skills, and provide for expanded knowledge of government agencies, social services, labor rela ons, and the legisla ve and budgetary process in the context of deepening the understanding of urban challenges. Enroll at the undergraduate, graduate or post MA level:
Earn a Cer ficate in Public Administra on and Public Policy from the City University of New York and the NYC Department of Citywide Administra ve Services (DCAS)
Apply credits toward a bachelor’s or master’s degree at Queens College, CUNY Union tui on plans applicable; tui on reimbursement may apply Online applica on: h ps://cunyspsg.askadmissions.net/em nterestpage.aspx?ip=quickstart Admissions Deadline: August 2, 2013
For More Informa on on CUNY Courses at the CTC contact: DCAS J. Valen ne at: (212) 669‐3630 or jvalen @dcas.nyc.gov CUNY/Murphy Ins tute (MI) 25 West 43rd Street, 19th Floor New York, NY 10036 The Murphy Ins tute Counselors at: (212) 642‐2068 CUNY Graduate Center 365 Fi h Avenue New York, NY 10016
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CTC L&D Summer 2013 Course Catalog
OPEN ENROLLMENT: CUNY PUBLIC ADMINISTRATION PROGRAM
UNDERGRADUATE CERTIFICATE IN PUBLIC ADMINISTRATION & PUBLIC POLICY The Undergraduate Cer ficate in Public Administra on and Public Policy provides par cipants with a solid background in government, the policy‐making process, and public administra on. To earn the Cer ficate, par cipants must hold a high school diploma or GED and complete four courses, for a total of sixteen credits. Government, Poli cs, and the Policy‐Making Process PADM 211
Credits: 4
Tuesdays Star ng September 3, 2013
6:15pm‐9:35pm
Murphy Ins tute 50 West 40th St. Room TBA
This course will explore the policy‐making process in a range of public ins tu ons and will introduce par cipants to the approaches, methods, tools, and techniques of decision making. The role of conven onal poli cal ins tu ons as well as alterna ves to conven onal poli cs will be studied. In the process, par cipants will iden fy official as well as unofficial poli cal actors, including those in the execu ve, legisla ve, and judiciary branches of government; social and poli cal ac vists; the media; and the public. Finally, the course will examine several models of the policy ‐making process. Public Administra on PADM 201
Credits: 4
Mondays Star ng September 9, 2013
6:15pm – 9:35pm
Murphy Ins tute 25 West 43rd Street
This course will examine the growth, structure, role, and methods of local and federal bureaucracies and their impact on American government and society. It will introduce par cipants to the subject of bureaucracy in American government and will survey the major areas of study in Public Administra on, including the context of public administra on, the meaning of federalism, and intergovernmental rela ons. In addi on, the course will address organiza onal theory and behavior, decision‐making, leadership, policy implementa on, budge ng, personnel management, performance management, legal and regulatory constraints, ethics and accountability. Par cipants will become knowledgeable about the roles and func ons of public agencies and will acquire a grasp of current issues and controversies concerning public bureaucracies and public policy.
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OPEN ENROLLMENT: CUNY PUBLIC ADMINISTRATION PROGRAM Public Issues and Public Policy PADM 221
Credits: 4
Not offered Fall 2013
This course will provide an overview of the major problems facing American ci es and will examine the federal, state, and local policies that address urban poverty and inequality. Par cipants will explore a range of economic and social policies, including taxa on, minimum wage, social security, immigra on, educa on, the environment, crime, social welfare, discrimina on, and civil rights. Par cipants will also examine the poli cal and intellectual debates over policy ini a ves to regulate social and private life. Finally, par cipants will discuss pluralist and eli st perspec ves on public policy and policy debate. Readings will include diverse and some mes clashing points of view and will o en emphasize developments in New York City. Research Seminar on Public Policy This course is a seminar in public policy analysis, including full class sessions as well as supervised independent research. The seminar will focus on a single topic, such as health care, housing, or criminal jus ce, which will change each semester. Using a task force model, par cipants will survey the literature in the topic under considera on and work in teams to work on par cular aspects of the social problem and policy. The task for each team is to iden fy, analyze and evaluate an exis ng policy or set of policies related to the selected topic. Par cipants will develop criteria for evalua on and assemble data to support an argument concerning the viability and effec veness of policies under examina on. The goal for each task force is to recommend modifica ons or alterna ves to exis ng policy that effec vely address the needs and concerns of various cons tuencies and interest groups in the decision‐making process. During the term, task force groups will make oral presenta ons, based on their research. Each group will present a final report that incorporates policy analysis and policy recommenda ons. In prepara on for the task‐force project, the seminar will provide an overview of the topic under examina on and will review methodologies for policy analysis. PADM231
Credits: 4
Not offered Fall 2013
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OPEN ENROLLMENT: CUNY PUBLIC ADMINISTRATION PROGRAM
ADVANCED CERTIFICATE IN PUBLIC ADMINISTRATION & PUBLIC POLICY — LEVEL 1 The Advanced Cer ficate in Public Administra on and Public Policy, Level 1 will provide par cipants with a deeper understanding of such topics as public management, the administra ve decision‐making process, diversity, training and staff development, and union‐management rela ons. To earn the Cer ficate, par cipants must hold a bachelor’s degree and complete four courses, for a total of twelve credits. Policy Analysis PADM621
Credits: 3
Mondays Star ng September 9, 2013
6:15pm – 8:45pm
Murphy Ins tute 25 West 43rd Street
This course will introduce par cipants to theories and techniques of policy analysis and will help them acquire the basic skills necessary to do analy c work. The course will begin by defining policy analysis and the various social models that underlie differing analy c and evalua ve frameworks. It will examine the ins tu ons, interests, and forces that shape policy debate and affect “delivery” of policy ini a ves. Par cipants will explore several models of analysis and consider their limits as well as their strengths. They will explore the role of government in implemen ng public policy and alloca ng resources. In that process, par cipants will address a key ques on: How do the interests of social groups combine with access to the poli cal process to determine who gets what and when? Finally, par cipants will examine case studies of public‐policy analysis in three selected areas of study. Public Administra on PADM601
Credits: 3
Wednesdays Star ng August 28. 2013
6:15pm – 8:45pm
Murphy Ins tute 25 West 43rd Street
Designed for par cipants with a basic knowledge of public administra on, this course will examine cri cal issues confron ng government and public administra on. Readings and discussions will cover a broad range of topics and will include comparisons of public and private bureaucracies as well as proposals for “reinven ng” government. Par cipants will analyze theore cal ques ons of public administra on and will address the real‐world experience of public sector employees, both managers and staff. Par cipants will evaluate academic literature on current and future trends in public‐sector labor rela ons, including material on performance management and the Government Performance Results Act as well as “post‐bureaucra c” models of the public‐sector workplace. In this process, par cipants will examine such key managerial issues as evalua on of employee performance, mo va on of employees, organiza onal jus ce, diversity management, training and staff‐development, union‐management rela ons, and collec ve bargaining. The course will conclude with a par cipatory workshop on managing in the public sector, in which par cipants will draw on both their prac cal experience and the scholarly literature discussed in the course.
CTC L&D Summer 2013 Course Catalog
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OPEN ENROLLMENT: CUNY PUBLIC ADMINISTRATION PROGRAM Research Methods Seminar PADM651
Credits: 3
Thursdays Star ng August 29, 2013
6:30pm – 9:00pm
Graduate Center 365 Fi h Ave., Room C415B
This course examines research methods used to produce accurate data on a range of important public policy and public administra on issues. Par cipants will learn the importance of formula ng research ques ons and how to frame them, the range of methodologies that can be employed and why and when to use them, and the tools of research methodology and how to u lize them. They will also learn how to analyze data in order to produce research reports in which conclusions are supported by reliable data. In this seminar, par cipants will discuss the theore cal and opera onal issues cri cal to doing research and will develop tools and techniques for conduc ng both quan ta ve and qualita ve research. Par cipants will cri que and evaluate specific research studies and will make presenta ons, posing ques ons for group discussion. Finally, par cipants will develop an opera onal familiarity with computer‐based programs for sta s cs and data analysis. Several class sessions will be scheduled in a computer lab for SPSS training.
Social and Economic Policy in the United States PADM611
Credits: 3
Tuesdays Star ng September 3, 2013
6:15pm – 8:45pm
Murphy Ins tute 25 West 43rd Street
This course will explore the economic and poli cal aspects of cri cal social issues, discussing a range of policies and policy alterna ves that address these issues at both the na onal and local levels. To provide a framework for these discussions, we examine the rela onship between government, the economy, and the variety of policy approaches historically employed to address social issues. Par cipants in the course will focus on specific urban issues such as poverty, welfare, housing, health‐care, public educa on, and urban crime. The course will conclude with an analysis of the public‐sector labor force and the future of municipal unions. While the main focus of this course is on municipal issues and policies, par cipants will examine both federal and local policies for economic growth, seeking to understand the rela onships between na onal and local economic policy.
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CTC L&D Summer 2013 Course Catalog
OPEN ENROLLMENT: DEFENSIVE DRIVING STRATEGIES FOR DRIVER IMPROVEMENT
Open Enrollment Courses Defensive Driving Strategies for Driver Improvement This workshop is designed to improve driver safety by changing the behaviors likely to cause accidents. It is taught by cer fied instructors who will focus on the roles and responsibili es of the individual driver, traffic laws, and emergency and defensive driving techniques. Par cipants will:
Iden fy risky driving a tudes and behaviors and their impact Recognize the difference between good driving and defensive driving Understand the effects of impaired physical/mental condi ons on driving safety Learn defensive driving strategies Explore the benefits of occupant restraints and other safety techniques
This Driver Improvement Course has been approved by the New York State Department of Motor Vehicles and Department of Insurance for point and insurance reduc on in New York State. Par cipants who opt for the point and insurance reduc on will receive a 10% reduc on in insurance premiums for three years and up to four points off of their license. REGISTRATION: Register by comple ng a Citywide Training Center Applica on. Please indicate the course code, class tle, date, and cost for the class. Submit the applica on to your training liaison who will forward your applica on to the CTC. Defensive Driving Strategies Course With Op onal Point & Insurance Reduc on C9167
$20
Course Dates for this class will be available in the Fall/Winter 2013 Catalog
Defensive Driving Strategies Course Without Op onal Point & Insurance Reduc on C9170
$9
Course Dates for this class will be available in the Fall/Winter 2013 Catalog
*Note: Online and Agency Specific training is available upon request.
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OPEN ENROLLMENT: MANAGEMENT & SUPERVISION COURSES
Open Enrollment Courses Management & Supervision Courses Capitalizing on the Benefits of Posi ve Feedback
C0988
Days of Training: 1
.6CEU / 8CPE
$125
Sept 12
How can we maximize performance and energize our staff while we have to address performance gaps? In this workshop, you’ll discover the tools and strategies needed by managers and supervisors to enhance their performance by using posi ve forms of feedback. You’ll see how posi ve feedback encourages employees to do more of what they are praised for ‐ pu ng them in a be er state of mind and making them be er performers. SEMINAR OBJECTIVES:
Explore the roles associated with providing feedback for goal pursuit Discover how the right feedback can be mo va onal and give a “boost” to commitment Learn how giving feedback can enhance the interpersonal rela onship between a supervisor and staff Examine methods for providing construc ve feedback
Managerial Power Tools: Mo va ng, Delega ng, Teambuilding C9286
Days of Training: 1
.6CEU / 8CPE
$125
July 31
As a manager or supervisor, you need to get things done through others. Everyone is mo vated to do something – but is it what you need them to do? How do you get people to want to do what they are supposed to do, do it well, and in collabora on with others? Why is delega ng the hardest managerial skill set to master? This highly interac ve one‐day course will give you some answers. You will have the chance to explore and prac ce the skills of mo va ng, delega ng and teambuilding. SEMINAR OBJECTIVES:
Discover techniques to uncover and capitalize on people’s mo vators Learn to effec vely manage de‐mo vators and causes of dissa sfac on Dis nguish the differences among delega ng, “dumping,” and assigning work Explore the benefits of developing others through delega on Iden fy real and self‐imposed barriers to delega ng Prac ce the “RAMBOS” method of delega ng Iden fy the advantages of working in a team‐based environment Learn and experience how to build a high performance team
Target Audience: Managers and supervisors who want the “tools” for obtaining op mum performance and outcomes from their staff
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CTC L&D Summer 2013 Course Catalog
OPEN ENROLLMENT: MANAGEMENT & SUPERVISION COURSES Managing Together for Success C3034
Days of Training: 1
.6CEU / 8CPE
$125
July 18
This workshop will assist par cipants in improving collabora on with their supervisors so that they will achieve the best personal and organiza onal outcomes. It will focus on ways to establish influence and understanding in order to develop a mutually successful work partnership. SEMINAR OBJECTIVES:
Illustrate how “reading” your supervisor can result in posi ve long‐term benefits Align your supervisor’s and your expecta ons to reduce conflict Learn what and how to communicate with your supervisor Conduct a “style analysis” so that differences can be effec vely managed Iden fy “ac on” steps for improving the employee‐supervisor rela onship
Target Audience: Managers, supervisors, and professional who want to build and enhance be er rela onships with their supervisors.
Understanding and Naviga ng the Challenges of Change C1274
Days of Training: 1
.6CEU / 8CPE
$125
Aug 14
Today, teams and organiza ons face a myriad of changes from leadership to processes and technology. This course will address the challenges of adjus ng to and managing change. Par cipants will learn strategies for managing colleagues’, staffs’‐‐ and some mes their own‐‐ apathy, cri cism, nega vity, and low produc vity in the change process. Focus will be on how to effec vely address these reac ons, reduce stress and how to move forward.
SEMINAR OBJECTIVES:
Explore and discuss the complexi es of change Examine your role in the changing workplace Define how and when to challenge‐‐and help change‐‐unproduc ve, ineffec ve work processes Assess and improve your reac ons to resistance Prac ce techniques to transform nega ve a tudes into posi ve ones Analyze exis ng workplace rela onships to gain empathy and respect amongst staff
Target Audience: Individuals who are undergoing or implemen ng workplace change ini a ves
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OPEN ENROLLMENT: ONLINE LIVE TRAINING COURSES
Open Enrollment Courses Online Live (OL) Training Online Live is a highly interac ve virtual classroom experience, led by a live instructor broadcas ng to mul ple loca ons. The class is made up of par cipants from mul ple loca ons. Par cipants can speak directly with the instructor, see and hear the lecture. During par cipant labs, par cipants work on virtual machines, allowing them to gain real world experience. Each class consists of the same framework as tradi onal instructor led classes that you would normally take. This framework includes the same highly qualified instructors, approved courseware and outstanding support that our par cipants are accustomed to receiving. BENEFITS OF ONLINE LIVE Access to class lecture for 6 months – All par cipants that a end an Online Live Training class have access to the recorded lecture at the end of the day for up to 6 months from the comple on of the class. So if a par cipant for any reason missed a por on of the lecture at the end of the day they can always go back and review that day’s lecture. Collaborate with peers – Online Live allows par cipants to interact with their peers from a much more diverse community than ever before. Applica on Sharing – The instructor or the par cipant can share any applica on, a specific region of the desktop, or the en re desktop with other each other. Whiteboard – Instructors use powerful and versa le whiteboard tools that allow all users to draw, write, and interact on the whiteboard. Polling – Par cipants can respond to verbal or wri en ques ons by using online polling features. Cost – All Online Live Training courses are priced as the published computer applica ons and IT instructor led courses. Begin Online Training Today – Indicate the course code on your CTC Applica on as “O” followed by the general course code. Please contact the CTC for addi onal informa on.
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OPEN ENROLLMENT: ONLINE LIVE TRAINING COURSES
BUSINESS SOLUTIONS TITLES AVAILABLE Business Analysis Essen als OBA01 Online Live*
Days of Training: 2
1.6CEU / 16CPE
$350
July 22, Sept 9
This two‐day On‐Line‐Live course is designed for individuals who are new to the business analyst role or for those who work with or supervise business analysts. The course will examine the process of business analysis as it is applied throughout a project to include the pre‐project ac vi es that comprise enterprise analysis. The role and competencies of the business analyst will be defined and lessons include:
Suppor ng the Project Por olio Developing the Solu on, Vision, and Scope Understanding Requirements and Business Rules Planning and Elici ng Requirements Analyzing and Documen ng Requirements Modeling Requirements Assessing and Valida ng Requirements
COMPUTER APPLICATIONS & IT CERTIFICATION TITLES AVAILABLE Any Open Enrollment Computer courses that are available for Online Live Training are denoted with the “O” at the beginning of the course code as well as: Online Live* A large number of IT Cer fica on courses are available through Online Live Training in various subjects such as:
Helpdesk Databases Networking Server Administra on Network Security Project Management Web Publishing
For the complete lis ng of Online Live Training available for IT Cer fica on courses, please see the Citywide Training Center’s Informa on Technology Summer 2013 Course Catalog.
CTC L&D Summer 2013 Course Catalog
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OPEN ENROLLMENT: WORKPLACE EFFECTIVENESS COURSES
Open Enrollment Courses Workplace Effec veness Courses Cultural Competency for Security Officers C1590A
Days of Training: 1/2
.3CEU
$60
July 30 (9:00am — 12:30pm)
C1590B
Days of Training: 1/2
.3CEU
$60
July 30 (1:30pm — 5:00pm)
The focus of this workshop is to enhance cultural awareness and provide excellent customer service in a mul cultural environment. This interac ve workshop is designed to enable security officers to provide services in a respec ul and inclusive manner. SEMINAR OBJECTIVES:
Explore and discuss how diversity and inclusion affect the delivery of services Recognize the impact of learned messages on current behavior pa erns Improve security officers’ ability to communicate about and across differences with customer Target Audience: Security Officers Everybody Ma ers C1075
Days of Training: 1
.6CEU
N/C
Aug 15 (9:30am — 5:00pm)
C1075A
Days of Training: 1/2
.3CEU
N/C
Aug 16 (9:00am — 12:30pm)
C1075B
Days of Training: 1/2
.3CEU
N/C
Aug 16 (1:30pm — 5:00pm)
The City of New York is commi ed to serving its cons tuents most effec vely by con nuing to employ people of all backgrounds. We are proud that our employees represent a full spectrum of diverse backgrounds (i.e. cultural, ethnic, genera onal, religious, etc.) which mirror the community at large. We are commi ed to crea ng an innova ve environment where people can be authen c and feel included and at the same me understand how to manage conflict across lines of difference. To this end, we are launching Everybody Ma ers, a citywide Diversity & Inclusion educa on ini a ve. This educa on experience will assist you in becoming an effec ve leader and influencer whether you are a manager or an individual contributor. The course is highly interac ve. *Note: The August 15th classes are for managers and supervisors. The August 16th class is for non‐managerial employees. SEMINAR OBJECTIVES:
Develop inclusive behaviors and leadership skills that will create an environment where all employees feel valued, included, and engaged
U lize your skill set to be er serve the vast diversity on all NYC communi es Draw upon personal experiences to gain insight about inclusion Target Audience: All employees who want to enhance their effec veness and influencing skills 35
CTC L&D Summer 2013 Course Catalog
OPEN ENROLLMENT: WORKPLACE EFFECTIVENESS COURSES Leading Short‐Term Improvement Projects C9014
Days of Training: 1
.6CEU / 8CPE
$125
Aug 13
In this course, par cipants will learn how to set short‐term improvement projects, select a project work‐team, and create a viable project plan. It will also explore how to maintain focus and infuse energy and enthusiasm into the successful comple on of short‐term projects, in spite of o en present constraints. SEMINAR OBJECTIVES:
Apply and prac ce the universal method of problem‐solving in order to select a project Explore a template that will assist in se ng bold, specific and measurable goals Encourage work teams to be crea ve in addressing persistent problems Harness zest and create ‘synergy’ to counter iner a and apathy
Target Audience: Managers, supervisors, and team leaders working on short‐term improvement projects Managing Stress and Preven ng Burnout C9033
Days of Training: 1
.6CEU / 8CPE
$125
July 17
This course is designed for individuals who want to take specific ac ons to beat job burnout. In this workshop par cipants will explore ways to transform the pressures of work overload in to produc ve and posi ve work outcomes. This workshop helps par cipants to address associated fa gue and lack of focus and explore strate‐ gies for preven on. Par cipants will develop techniques and prac ce exercises for allevia ng the stressors— both personal and work related—that contribute to this syndrome. SEMINAR OBJECTIVES:
Recognize factors that contribute to that “frazzled condi on” Determine if you exhibit symptoms Dis nguish the external and internal factors associated with feeling “overwhelmed” by responsibility Employ techniques to strengthen your resolve and “take control” Construct a step‐by‐step ac on plan for allevia ng and preven ng burnout
Target Audience: Individuals who want to develop skills for preven ng, and allevia ng job burnout
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PROGRAMS OF PROFESSIONAL PRACTICE: ADMINISTRATIVE PROFESSIONAL CERTIFICATE (APC) PROGRAM
Programs of Professional Prac ce Administra ve Professional Cer ficate (APC) Program The Citywide Training Center’s Administra ve Professional Cer ficate (APC) Program is tailored expressly for all levels of one of the largest representa ve workforces in the City of New York: the clerical and secretarial staff ‐ our City’s Administra ve Professionals. Par cipa ng in this program provides these professionals with opportuni es to refine their skills and develop new strategies for achieving op mum work outcomes while effec vely managing the challenges in their work environment. Administra ve Professionals will learn and experience best prac ces of effec ve office management, workplace communica on, business wri ng, and technology applica ons while being recognized for their valued contribu ons as the City’s frontline forces. APC par cipants will complete THREE CORE courses, ONE Communica on Elec ve and ONE Technology Skills Elec ve. Upon successful comple on of the APC program, candidates will be invited to the Citywide Training Center’s APC Gradua on and Celebra on Ceremony where they are awarded cer ficates of achievement.
For addi onal informa on, please see the APC Program brochure.
APC 2012 GRADUATES
Course Code: CAPC
Cost: $495
When comple ng the CTC Applica on, under the “Course Informa on” sec on, indicate CAPC as the Course Code and ADMINISTRATIVE PROFESSIONAL CERTIFICATE PROGRAM as the Course Title. Then under the tle, list the three required core courses and the two desired elec ves course codes .
APC PROGRAM CORE COURSES (All three required) Effec ve Office Management for Today's Workplace
C2202A
Days of Training: 1
Managing Mul ple Priori es
C5044A
Days of Training: 1
Dealing with Difficult People
C6060A
Days of Training: 1
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Course Dates for these classes will be available in the Fall/Winter 2013 Catalog
CTC L&D Summer 2013 Course Catalog
PROGRAMS OF PROFESSIONAL PRACTICE: ADMINISTRATIVE PROFESSIONAL CERTIFICATE (APC) PROGRAM
APC CORE COURSE DESCRIPTIONS Effec ve Office Management for Today's Workplace This workshop will provide clerical associates and administra ve assistants with the needed tools for superior management of their work environment. It will address the day‐to‐day workplace challenges and give par cipants strategies and techniques to gain a be er perspec ve of the job as well as a streamlined approach for achieving results. SEMINAR OBJECTIVES: Manage your me more effec vely, even with changing priori es
Create and develop office rou nes that achieve op mum work outcomes Build be er communica on skills to facilitate coopera on Enlist the support and help of others to build a team environment Explore how mo va on has an impact on workplace effec veness
Managing Mul ple Priori es This program will prepare par cipants to be er manage the mul ple priori es faced in today’s fast paced work environment. It will focus on how par cipants can take control of their workday with methods for maximizing efficiency and effec veness and minimizing stress. SEMINAR OBJECTIVES:
Clarify and set work and personal goals and objec ves Develop skills that get you organized and help you stay organized Take charge of me Iden fy and keep top priori es in mo on when everything is important Recognize and overcome “produc vity killers” U lize planning and organizing tools to measure and monitor progress
Dealing with Difficult People This workshop provides par cipants with techniques to enhance their skills for dealing with difficult people in the workplace. Par cipants will learn how to manage their own behavior, explore different coping mechanisms, and develop more effec ve communica on skills when confronted with a difficult person or situa on. SEMINAR OBJECTIVES:
Iden fy emo onally charged situa ons at work in order to minimize their impact Prac ce strategies for gaining control of vola le situa ons Apply techniques to take charge of work‐place conversa ons Learn how to fend off a personal a ack without being drawn into a “no‐win” showdown Discover methods to keep pressure from affec ng job performance
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PROGRAMS OF PROFESSIONAL PRACTICE: ADMINISTRATIVE PROFESSIONAL CERTIFICATE (APC) PROGRAM APC PROGRAM COMMUNICATION ELECTIVES (Choose one) Ac on Grammar
C5031
Days of Training: 2
Developing Dynamic Listening Skills
C2508
Days of Training: 1
“Easy” English for the Mul ‐Lingual Writer
C8005
Days of Training: 2
Successful Le er and Memo Wri ng
C6788
Days of Training: 2
Successful Workplace Communica on
C1022
Days of Training: 1
Course Dates for these classes will be available in the Fall/Winter 2013 Catalog
APC PROGRAM TECHNOLOGY SKILLS ELECTIVES* (Choose one) Excel, Level 1, 2 or 3 Outlook, Level 1, 2, or 3 Word, Level 1, 2, or 3 * Excludes technology Course Codes that begin with an “O”
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CTC L&D Summer 2013 Course Catalog
PROGRAMS OF PROFESSIONAL PRACTICE: AUDIT COURSES
Programs of Professional Prac ce Audit Courses Dun & Bradstreet Supplier Risk Manager
A8200
Dura on: 2 hours
.2CEU / 2CPE
N/C
July 30 (12:00pm‐2:00pm) Aug 27 (12:00pm‐2:00pm) Sept 24 (12:00pm‐2:00pm)
This course prepares users with the necessary skills to use Dun & Bradstreet’s vendor management tool. Dun & Bradstreet Supplier Risk Manager monitors, compiles and assesses supplier data including, but not limited to, vendor’s demographics, financials, corporate family linkage, government and industry compliance status, and diversity classifica ons. The pla orm provides access to over 200 million supplier records with up to 250 data points, search/look‐up capabili es, and customizable func ons such as user defined dashboards. SEMINAR OBJECTIVES:
Demonstrate how Dun & Bradstreet Supplier Risk Manager can assist users in conduc ng responsibility de‐ termina ons
Locate M/WBE and Green cer fied vendors Conduct agency spend analysis Establish ac ve risk alerts for purposes of post‐award contract management Target Audience: Employees conduc ng responsibility determina ons, program staff, contract managers, budget and finance analysts/managers, legal counsel/compliance units, data analysts and other staff that inter‐ act with vendors on an ongoing basis.
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PROGRAMS OF PROFESSIONAL PRACTICE: EMERGENCY MANAGEMENT CERTIFICATE PROGRAM
Programs of Professional Prac ce Emergency Management Cer ficate Program The Emergency Management Cer ficate Program introduces City managers and supervisors to the fundamentals of emergency management and provides par cipants with an awareness and understanding of how the City of New York operates and responds to emergencies. The suite of classroom and online courses that comprise the cer ficate will allow individuals to develop and refine their emergency management skill set. The curriculum is based on a series of essen al courses regularly offered to New York City Office of Emergency Management (OEM) employees and the emergency management community.
AUDIENCE: The Emergency Management Cer ficate Program is designed for managers and supervisors from a variety of disciplines but specifically for those who might support emergency opera ons in their home agency, in the field, or in the City’s Emergency Opera ons Center (EOC).
CERTIFICATE OBJECTIVES INCLUDE:
Educate and train government employees on emergency management principles
Explain Citywide Incident Management System (CIMS) Protocol and its applica on in New York City
Provide par cipants with interdisciplinary emergency management training with an emphasis on “real world” experience
Apply emergency management principles in problem‐solving ac vi es
In addi on to classroom and online study, par cipants will engage in a culmina ng experience with their cohort. Par cipants will have the opportunity to draw upon the knowledge that they have learned throughout the year and represent their agency in a tabletop exercise focused on an emergency scenario.
TIMELINE: Par cipants will have a year to complete the suite of required classes, including the culmina ng tabletop exercise, from the designated cohort start date. The flexible nature of this program allows par cipants to enroll in courses at their convenience because they are offered mul ple mes throughout the year. The program will be headquartered at OEM, 165 Cadman Plaza East Brooklyn, NY 11201 where classes will generally be conducted.
REGISTRATION PROCESS: Please email
[email protected] for an applica on form if you are interested in par cipa ng in this program. If selected to par cipate, you must a end the orienta on session. Upon comple on of the Emergency Management Cer ficate Program, you will receive a signed cer ficate of comple on from OEM’s Commissioner.
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PROGRAMS OF PROFESSIONAL PRACTICE: ENERGY MANAGEMENT COURSES
Programs of Professional Prac ce Energy Management Courses DCAS Energy Management in partnership with the City University of New York (CUNY) School of Professional Studies and CUNY Building Performance Lab is offering the Building Operator Cer fica on (BOC), Level 1 and Level 2 courses. These courses are competency‐based training and cer fica on programs that will teach par cipants the tools necessary to increase the energy efficiency and comfort of City facili es. The BOC Level 1 and Level 2 courses are designed for building operators and engineers to help them on energy efficient facility opera ons as part of the City’s efforts to meet its 30% greenhouse gas reduc on goal.
The BOC Level 1 course is 9 in‐class sessions combined with 6 self‐paced online sessions to be completed by par cipants in between classroom mee ngs.
The BOC Level 2 course is 8 in‐class sessions.
CERTIFICATION For cer fica on, all par cipants will be required to complete prac cal projects in their own facili es that will require characterizing and quan fying aspects of mechanical and electrical systems. Cer fica on will be awarded by the Building Operator Cer fica on (BOC) na onal organiza on to par cipants who (a) successfully complete these courses, including passing performance on exams and required projects; (b) demonstrate appropriate experience via the BOC, Level 1 and Level 2 applica ons; and (c) complete the BOC applica on and review process.
REGISTRATION The Energy Management Courses are being offered at NO COST. However, a fee of $1,875, per course will be assessed for a “no show” or late cancella on in accordance with CTC cancella on policy.
Register for the Energy Management Courses by comple ng the registra on form, available for download at: h p://www.nyc.gov/html/dem/html/training/training.shtml The City is covering the cost of City staff par cipa on in order to improve the energy efficiency of building maintenance and to encourage building staff to develop, implement and monitor energy efficiency projects.
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PROGRAMS OF PROFESSIONAL PRACTICE: ENERGY MANAGEMENT COURSES Building Operator Cer fica on, Level 1
C7200
Days of Training: 9*
9 CEU
N/C
Course Dates for these classes will be available in the Fall/Winter 2013 Catalog *Plus 6 self‐paced online session
The course provides an overview of building systems, especially those related to energy use. The course focuses on equipment and system func ons, including ligh ng, mechanical, and electrical systems, as well as provides guidance to improve thermal comfort, air quality, and life‐safety considera ons. Math and excel modules are available and recommended to update skills before taking this course. This course is also beneficial to facility managers who have entered the field from a management background and seek to improve their understanding of physical and equipment principles. The City is covering the cost of city staff par cipa on in order to improve the energy efficiency of building maintenance and to encourage building staff to develop, implement and monitor energy efficiency projects. SEMINAR OBJECTIVES:
Knowledge of building mechanical and electrical systems—HVAC equipment and controls, electrical distribu on, motors, and ligh ng–and how their opera on relates to energy efficiency performance and building comfort condi ons;
Recogni on of system configura ons, drawing of schema cs, observa on and interpreta on of opera ng condi ons;
Ability to develop strategies for systema c maintenance and performance monitoring; Understanding of energy data sources, data management and interpreta on, including use of so ware tools, calcula on of indices;
Capabili es for par cipa ng in a structured approach to surveying and assessing energy‐using systems, leading to qualita ve and quan ta ve formula on of energy projects. Text and Prac cal Projects: Each par cipant will receive a copy of the textbook, Energy‐Efficient Opera on of Commercial Buildings: Redefining the Energy Manager's Job by Peter Herzog, and BOC Level 1 handbooks. In addi on, for cer fica on all par cipants will be required to complete prac cal projects in their own facili es that will require characterizing and quan fying aspects of mechanical and electrical systems. Target Audience: Building operators who may have limited formal training but have substan al work experience in building systems. This course is limited to a maximum of 25 par cipants. Loca on: This course will be held at Dept. of Educa on 44‐36 Vernon Blvd. 5th Floor QUEENS, NY 11101
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PROGRAMS OF PROFESSIONAL PRACTICE: ENERGY MANAGEMENT COURSES
Building Operator Cer fica on, Level 2
C7202
Days of Training: 8
4.8 CEU
N/C
Course Dates for these classes will be available in the Fall/Winter 2013 Catalog
This advanced course provides an opportunity to con nue and deepen skills improvement and achieve the BOC
Level II creden al. The course is the second in the series of the Energy Management Ins tute. The course con nues the Level 1 focus on equipment and system func ons, thermal comfort, ligh ng, air quality and energy efficiency, emphasizing controls and control systems, mechanical and electrical maintenance strategies and techniques, and fault detec on and diagnosis. SEMINAR OBJECTIVES:
Ability to collect facility opera ng data for monitoring and troubleshoo ng of opera ons; Understanding of sophis cated controls and control strategies; Ability to iden fy, diagnose and correct control errors; Use of energy and other performance data to maintain high levels of building performance;
Knowledge of selec ng and applying maintenance strategies and techniques Text and Prac cal Projects: Each par cipant will receive a copy of the BOC Level 2 handbooks and addi onal study materials. All par cipants will be required to complete prac cal projects in their own facili es, characterizing and quan fying aspects of facility condi ons, energy use, and maintenance and control func ons. Prerequisite: BOC, Level 1 Target Audience: Building operators and engineers with substan al work experience in building systems. This course is limited to a maximum of 25 par cipants.
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PROGRAMS OF PROFESSIONAL PRACTICE: ENERGY MANAGEMENT COURSES Cer fied Building Commissioning Professional (CBCP)
C7101
Days of Training: 5
3.6 CEU
N/C
Course Dates for these classes will be available in the Fall/Winter 2013 Catalog
This course is a comprehensive Five‐Day Training Program, and allows par cipants to earn their Cer fica on! The Cer fied Building Commissioning exam will be administered at the conclusion of this program (separate applica on required). As part of the PlaNYC Greener, Greater Buildings Plan, Local Law 87, enacted in 2009, property owners are required to perform an energy efficiency report of their building every ten years. This five‐day program, the third course of the Energy Management Ins tute, is designed to meet the training requirements of those who need to know the technical details of the commissioning process. CBCP is a comprehensive course and will include several workshops where par cipants are challenged to produce real retro‐commissioning (RCx) deliverables, and come up with prac cal solu ons to typical RCx problems. Text: Each par cipant will receive a course workbook and the ASHRAE Guidelines. Both materials are given out on the first day of class. Prerequisite: Comple on of BOC Level 1 and Level 2 courses Target Audience: NYC employees that need to know the technical details of the commissioning process This course is limited to a maximum of 20 par cipants. Cer fied Building Commissioning Professional (CBCP) Examina on To obtain CBCP cer fica on, each applicant is required to a end the Comprehensive 5‐Day Training Program and to take the exam, which is administered by the Associa on of Energy Engineers (AEE). An applica on to take the exam is required to be submi ed to AEE before si ng for the exam. Other educa onal and/or experience is required for cer fica on. Please visit the AEE website at h p://www.aeecenter.org/i4a/pages/ index.cfm?pageid=3666 for detailed informa on. Note: The applica on fee has been waived; you do not need to send a check with the applica on.
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PROGRAMS OF PROFESSIONAL PRACTICE: ENERGY MANAGEMENT COURSES
Cer fied Energy Manager (CEM) C7100
Days of Training: 5
3.6 CEU
N/C
Course Dates for these classes will be available in the Fall/Winter 2013 Catalog
This course is a comprehensive Five‐Day Training Program, and allows par cipants to earn their CEM! The Cer fied Energy Manager (CEM®) examina on will be administered at the conclusion of this program (separate applica on required). See below for details. As the City aggressively pursues mee ng the 30% greenhouse gas reduc on goal announced by Mayor Bloomberg in his sustainability plan, PlaNYC 2030, this course covers areas cri cal to effec ve facility energy management. The program is designed for energy managers and other professionals who can benefit from in‐ depth informa on on analyzing energy bills, conduc ng economic analyses, and applying cost‐effec ve, cost‐ cu ng technologies that can result in reducing facili es’ energy use and cost. The five‐day program will provide an in‐depth learning and problem‐solving forum. The program covers such areas as: the need for energy management; conduc ng an energy audit; energy codes and standards; building energy use and performance; and much more. Text: The program’s workbook has been wri en to func on as a resource not only during the five‐day program, but also back on the job. Detailed guidelines, suppor ng data and graphic elements reinforce the points made during instruc on. Each par cipant will also receive a copy of the textbook, Guide to Energy Management. Prerequisite: Comple on of BOC Level 1 and Level 2 courses, and comple on of the Cer fied Building Commissioning Professional course Target Audience: NYC energy personnel who have demonstrated a high level of competence, proficiency and experience in the field of energy management This course is limited to a maximum of 20 par cipants. Cer fied Energy Manager (CEM) Examina on The “Cer fied Energy Manager” creden al provides recogni on to individuals who have demonstrated a high level of competence, proficiency and experience in the field of energy management. To obtain CEM cer fica on, each applicant is required to a end the Comprehensive 5‐Day Training Program and to take the exam, which is administered by the Associa on of Energy Engineers (AEE). An applica on to take the exam is required to be submi ed to AEE. Other educa onal and/or experience is required for cer fica on. Please visit the AEE website at h p://www.aeecenter.org/i4a/pages/index.cfm?pageid=3666 for detailed informa on.
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PROGRAMS OF PROFESSIONAL PRACTICE: IT PROFESSIONAL & CERTIFICATION COURSES
Programs of Professional Prac ce IT Professional & Cer fica on Courses The Citywide Informa on Technology (IT) Professional and Cer fica on Courses offered by the Citywide Training Center provides access to over 200 high quality technical training courses and 60 cer fica ons from industry leaders such as:
Cisco Citrix CompTIA EC‐Council (ISC)2 Linux Microso Oracle Project Management Ins tute
Special Course packages for cer fica on and exam informa on for Databases, Help Desk, Networking, Network Server Administrator, and Networking Security are listed in this catalog. For a complete lis ng of all IT Professional and Cer fica on Course offerings, please see the Summer 2013 IT Course Catalog.
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PROGRAMS OF PROFESSIONAL PRACTICE: LMSW LICENSING PREPARATION PROGRAM
Programs of Professional Prac ce LMSW Licensing Prepara on Program Citywide Learning and Development in partnership with The Silberman School of Social Work at Hunter College presents the LMSW Licensing Prepara on Program. The purpose of the LMSW LICENSING PREPARATION PROGRAM is to prepare New York City human service workers with MSW degrees to pass the New York State License Master Social Work (LMSW) examina on. The LMSW license is a requirement for many posi ons and tles within NYC agencies. The LMSW licensing prepara on course combines prac ce and process methods designed to help social workers acquire the skills and confidence needed to pass the exam. The training focuses on:
Reviewing social work content knowledge and skills, including a broad range of social work terms, condi ons, and situa ons that mirror the scenarios presented on the exam. Integra ng test‐taking strategies and stress reduc on techniques with theore cal and prac cal knowledge of social work Applying test‐taking strategies to the material while maintaining a posi ve a tude and mindset Improving baseline performance, especially in the areas that may require addi onal study. Days of Training: 10* *Two‐hour live training sessions that meet twice a week for 5 weeks
Program Cost: $500 per person State Applica on Fee: $294 Exam Registra on Fee: $230
This intensity and frequency of mee ng twice a week for five weeks, will allow for a thorough review of the content material, and me to do prac ce tests individually, and as a group in every session. The instructor will introduce a range of test‐taking skills and ps relevant to a taking a mul ple‐choice examina on. Every week the class will read, answer, and discuss ques ons in each of the areas that are included in the licensing exam. The exam itself consists of 170 mul ple‐choice ques ons. It is a computerized, four hour long exam administered through the Associa on of Social Work Boards (ASWB). This program can be delivered in‐person or through video‐conferencing and the schedule customized for agency purposes. To enroll, or for more informa on please contact the Citywide Training Center at (212) 487‐5600 or
[email protected] Please Note: Each class must have at least 20 par cipants enrolled to be held.
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PROGRAMS OF PROFESSIONAL PRACTICE: LMSW LICENSING PREPARATION PROGRAM
COURSE OUTLINE
Week 1: Introduc on to the exam, filling out the licensing applica on, how to register for the exam, and a PowerPoint presenta on en tled Test‐Taking Strategies.
Week 2: Read, answer and discuss ques ons in the area of direct prac ce with individuals and families.
Week 3: Theories of clinical prac ce
Week 4: Human Behavior
Week 5: Review of fundamental concepts, defini ons, basic prac ce skills and key characteris cs that pertain to the prior three prac ce sessions. All together, the topics of direct prac ce with individual and families, theories of clinical prac ce and human behavior comprise 60%‐65% of the exam.
Week 6: PowerPoint presenta on en tled Train your Brain on the NASW Code of Ethics and work and process ques ons in the area of professional ethics.
Week 7: Group Work and Community Organizing
Week 8: Alcohol and Substance Abuse
Week 9: Review of fundamental concepts, defini ons, basic prac ce skills and key characteris cs that pertain to the prior three areas of group work, community organizing and substance abuse.
Week 10: Prac ce 50 ques ons from the ASWB booklet, process the answers, and wrap up.
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PROGRAMS OF PROFESSIONAL PRACTICE: NYC CUSTOMER SERVICE PROFESSIONAL CERTIFICATE PROGRAM
Programs of Professional Prac ce NYC Customer Service Professional Cer ficate Program All customer service representa ves are the face and voice of our great City. And no ma er what agency we work for or what our posi ons, we all share a common goal: to provide the best service to our fellow New Yorkers. The NYC Customer Service Professional Cer ficate Program is designed for customer service staff, managers, and supervisors, and emphasizes the key elements of customer service excellence The goals of the NYC Customer Service Professional Cer ficate Program are:
To promote an environment of customer‐friendly service in all City agencies To develop consistent, transparent customer service values, expecta ons, and standards for all agency staff To be awarded a NYC Customer Service Professional Cer ficate, employees will complete three core courses and one elec ve: Applica on and Le er of Recommenda on: A er finishing the core and elec ve courses, candidates will complete a CTC applica on and obtain a le er of recommenda on from their supervisor or manager. Supervisors then submit these documents to the CTC. NOTE: NYC Customer Service Professional Cer ficate Program core courses will be administered through the Citywide Training Center or by a qualified agency training director or trainer; elec ve courses will be administered through CTC. Costs for each Customer Service Professional Cer ficate Program class are indicated in the catalog and on the CTC class schedule. Par cipants must complete THREE CORE courses, and ONE Job‐Specific Training Course Elec ve.
NYC CUSTOMER SERVICE PROFESSIONAL CERTIFICATE PROGRAM CORE COURSES (All three required) Making the Connec on: Excellence in NYC Customer Service
C9130
Days of Training: 1
Customer‐Focused Wri ng for Clear and Effec ve Communica on
C9103
Days of Training: 1
NYC Cultural Apprecia on
C9150
Days of Training: 1
Course Dates for these classes will be available in the Fall/Winter 2013 Catalog
Job –Specific training course elec ve offerings will be available in the Fall/Winter 2013 Catalog.
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