Employers often complain that people with the right skills are hard to find. On the other hand, thousands of people all over Europe are unemployed, desperate for an opportunity to work. Our plan is therefore to find motivated candidates amongst the unemployed and train them in a range of ICT and soft skills for job openings in private companies. FIT4Jobs is a European-funded piloting programme based on the successful FIT model of upskilling job seekers and connecting them to employers. The project has originated from an official pledge made by FIT to the Grand Coalition for Digital Jobs. The objective of the project is to recreate the FIT model in Greece, Spain, Portugal, Latvia and Lithuania, together with partner organisations from six EU countries. The long-term vision is that this model, if tested, could prove to be viable in participating countries achieving over 100,000 job placements per year in Europe.

1. FIT4JOBS ("Delivering on skills for growth and Jobs" Nr. VP/2013/010/181)
Building the Skills employers needfit4jobs
Project progress in
Latvia
Partner meeting, April 21-22,
Lisbon
Mara Jakobsone,
Irisa Zvagule
LIKTA

2. AGENDA
• Inviting, identifying and recruiting candidates
• Cooperation with state employment agency
• Invitation and Negotiation with employers
• Identifying and selecting the training providers
• General dissemination activities
• Training schedule
• Job Seekers Survey Results (preliminary data)
• Evaluation of Candidates
• Curricula and training

3. Candidate Invitation
• Online surveys localized, uploaded to Moodle
platform ( 104 answers received )
• Youth candidate invitation channels identified,
explored :
• State Employment agency clients ( aged 16-29)
• University dropouts ( mostly after 1 st grade )
• Technical colleagues graduates without any work
experience
• Unregistered youth without work experience, especially
in regional cities, to be invited via municipalities and
telecentres

4. • A high level meeting organized on 7th of January:
• Representatives from Ministry of Welfare
• Representatives from different departments of State
Employment agencies
• Representatives from LIKTA
• Cooperation topics discussed :
• Invitation of State Employment agent clients
• Long- term unemployed youth proposed by agency
• Aptitude tests and surveys introduced to career consultants
of SEA
• LIKTA experts present at SEA info days during GOW 2015 ,
meeting with unemployed youth
Cooperation with State
Emplolyment agency

5. • Lack of enthusiasm by unemployed youth
• Competing proposals by youth guarantee projects
• Less demanding on training schedule and outcomes
• Able to offer scholarships
• Less demanding on practical outcomes and employment
goals than FIT4JOBS
• Employment Agency consultants claim tests too
complex 
Candidate Selection Problems
Identified in LV

6. Actual Channels to Invite and
Involve Candidates
• Largest Job vacancy portal in Latvia CV Online:
http://www.cv.lv/
• Largest private advertisement portal :
https://www.ss.lv/
Have special chapter «looking for job «
• Get Online week 2015 newsletter
Distributed to over 200 regional partners

7. Engage with Employers
SECTION 1: MULTINATIONAL CORPORATIONS WITH LOCAL PRESENCE
COMPANY NAME CITY PARTICIPATION
Microsoft Latvia Riga
Willing to host student visits to their premises; Willing to provide input
into the curriculum
EVRY Latvia Riga Willing to provide input into the curriculum
Visma Enterprise Riga
Willing to provide input into the curriculum; Willing to prarticipate in
selection and/or referral of students
ATEA Latvia Riga Willing to provide input into the curriculum
Swedbank Latvia RIga Willing to provide input into the curriculum

8. Engage with Employers
SECTION 2: NATIONAL INDIGENOUS COMPANIES (LARGE)
COMPANY NAME CITY PARTICIPATION
Lattelecom Liepaja
Willing to provide input into the curriculum; Willing to prarticipate in
selection and/or referral of students; Willing to host student visits to
their premises; Willing to provide students with work experience;
Willing to select and interview course graduates for jobs
Lattelecom BPO Contact Center Rezekne
Willing to provide input into the curriculum; Willing to prarticipate in
selection and/or referral of students; Willing to host student visits to
their premises; Willing to provide students with work experience;
Willing to select and interview course graduates for jobs

9. Engage with Employers
SECTION 3: SME'S(INDIGENOUS)
COMPANY NAME CITY PARTICIPATION
Addo Solutions Riga
Willing to prarticipate in selection and/or referral of students; Willing
to give advice to students on CV & interview preparation; Willing to
participate in mock interview sessions
SOAAR Riga Willing to host student visits to their premises
DATA Media Group Riga Willing to provide development of curricula and selection iof students

10. Training Scheduled for 3 Locations
Rezekne
• 12 young people selected for training
• Training started mid April
• Employer – Lattelecom BPO
Liepaja
• 10 young people will be selected for training
• At the stage of interviews, training to start at end of April
• Employer : online service 177
Riga
• 18 candidates for interviews
• Training of 12-15 young people
• Several employers

11. Selection of Training Companies
• Market offers for ICT + Soft skills training providers
analyzed
• 5 companies contacted, project idea presented
• Selection based on :
• Previous experience in ICT and employment skills training
• Expertise to work with young people
• Flexibility to develop training fitting to employers needs
• Previous references
• Baltic Computer Academy selected
• Will provide training in all 3 locations

12. FIT4JOBS ("Delivering on skills for growth and Jobs" Nr. VP/2013/010/181)
Building the Skills employers needfit4jobs
Official Data on Youth Unemployment
in Latvia

13. Unemployed Young People
Portrait in Latvia*
• 9,2 % from all unemployed are youth
• 89% aged 20-24 years
• 72% are unemployed up to 6 months
• 18% are unemployed from 6 to 12 months
* The Data source: State Employment Agency (NVA)

14. Portrait of Unemployed Youth by
Level of Education*
10%
27%
31%
27%
5%
HIGHER VOCATIONAL SECONDARY ELEMENTARY LOWER THAN
ELEMENTARY
* The Data source: State Employment Agency (NVA)

15. FIT4JOBS ("Delivering on skills for growth and Jobs" Nr. VP/2013/010/181)
Building the Skills employers needfit4jobs
Job Seekers Survey Results
(preliminary data)

16. Job Seekers Survey Results
(preliminary data)
• 104 participants
General information
24%
76%
Age
15-17 18-25 26-35 35+
60%
40%
Occupational Status
UNEMPLOYED
STUDENT/NEVER
WORKED

17. Job Seekers Survey Results
(preliminary data)
13%
17%
50%
20%
Higer
education
Vocational Secondary Elementary
Education level

18. Access to PC
• 100% have computer at
home
• 98% have access to a
computer and Internet in
a public facility
• 93% are using internet to
access jobs information
and applications for job
• 90% are using computer
to access online shopping
27% 23%
13%
37%
5-10 11-20 21-30 30+
Hours per week
Using of computer
(hours per week)

19. Computer Skills
• 65% have completed basic ICT courses
• 95% have not completed more advanced ICT
courses
• 97% have not completed any e-learning courses in
ICT
0%
37%
63%
30%
53%
17%
POOR AVERAGE GOOD
ICT skills (self-evaluation)
Basic skills Advanced skills

20. Employability and Employment
• 90% have been previously employed ( as waiters, nursies, assitants,
salespersons)
• 50% expect to have a job in ICT in three years time
• 63% applying for job occasionally; 23% weekly;
14% every day
80%
17% 3% 0%
<1 YEAR 1-2 YEARS 2-4 YEARS 5+ YEARS
Period of Unemployment
60%
40%
Confidence of Finding a Job
CONFIDENT NOT CONFIDENT
60%
40%
Impact of Good ICT Skills on Finding a
Job
HIGH IMPACT MEDIUM

21. Self-Employment
YES
23%
Maybe
53%
NO
24%
INTEREST OF STARTING A BUSINESS
• 30% have attended training how to start
their own business;

22. Equality/Inclusion
Always
57%
Frequently
40%
Occasionally
3%
Using of ICT for Communicating with
Others
20%
36%
17%
10%
17%
Using of ICT for Communicating with
Others
5 h/w 10 h/w 15 h/w 20 h/w 20 + h/w

23. FIT4JOBS ("Delivering on skills for growth and Jobs" Nr. VP/2013/010/181)
Building the Skills employers needfit4jobs
Evaluation of Candidates

24. Evaluation and Selection
Method
• Competence based approach for evaluation
• Required competence profiles generated
• Testing of candidates
• HR expert interviews
• Training
• Job interviews
• Follow-up evaluation

25. Required Competence Profile
• Expected job position:
• Operator/customer service representative at a call
center
• Customer service representative for ICT and shared
services companies
• Required competence profile:
• Verbal reasoning, Number reasoning, Visual speed and
Accuracy (Aptitude test )
• Basic computer skills
• Orientation on customer

26. Tests
• Test consisting of 3 parts:
I Aptitude tests - Verbal reasoning, Number reasoning,
Visual speed and Accuracy (timing 30 min)
II Basic computer skills (20 q 15 min)
III Orientation on customer (20 q 20 min)
Total: 1h 5 min

27. Aptitude Test Example
FACTS
Mr. J does not smoke.
Mr. K and all of his friends do smoke.
Mr. K is not an aviator.
Mr. K has a friend who is an aviator.
CONCLUSIONS
T F X
1. Mrs. J does not smoke.
T F X
2. Mrs. J is a smoker.
T F X
3. All aviators smoke.
T F X
4. Some aviators smoke.
T F X
5. Mrs. J is an aviator.
Find the pattern in each series, decide what number should come next, and mark it in the
answer columns. Work these problems now.
1.
1 4 7 10 13 16 19 ? 20 21 22 23 24
2.
20 18 16 14 12 10 8 ? 7 6 5 4 3
S D
100 100
S D
31.67 31.67
S D
38 83
S D
# 9156 # 63291
S D
$63291 $63291
S D
.222227 .222227
Verbal reasoning
Number reasoning
Visual speed and accuracy

28. Basic Computer Skills - Test
Example
1. Files can be deleted using
the button:
Delete
Backspace
Tab
Enter
2. What command sequence
must be completed to copy the
text in document?
Copy and Undo
Copy and Paste
Cut and Paste
Cut and Copy

29. Orientation on Customer Test
Example
Q: An aggressive customer visits your office and expresses
his resentment towards your company in a loud voice.
Which of the following may make the conversation more
productive? (More than one correct answer possible.)
A:
Adjusting to customer’s manner of speaking
Telling a joke and laughing together
Waiting until customer winds out
Offering a seat
Offering a glass of water

30. Orientation on Customer Test
Example
Q: Why is it important to have friendly relationship with
your colleagues?
A:
It is going to be harder for the manager to fire you that way
That way you can share the newest gossip
They may help you in difficult situations
That way you get the easiest tasks assigned
Because it reflects positively on your promotion chances

31. Interpretation of Test Results
Test Expected Result Suggested Action Trainin
g
Aptitude test >50% combined
score
HR expert interviews No
Orientation on
customer
>30% score HR expert interviews Yes
Basic computer skills >50% score HR expert interviews Yes
• Exceptions:
• Lower scores in some tests may be accepted on case by case
basis if job prospects are available

32. Selection of Candidates
• The selection of candidates was done at 3
geographic locations:
• Rezekne (partner Lattelecom BPO call center)
• Eastern region; the highest unemployment rates
• For training programm is selected 12 youth
• Liepaja (partner Online Service 177)
• Western region
• Currently going a selection process (~8-10 youth are going to
be selected for training)
• Riga
• Capital city; highest concentration of people
• Currently going a selection process (~ 12 youth are going to be
selected for training)

33. Average Test Results
%
Logical
Aptitude
Combined
Basic
Computer
Skills
Orientation
on
Customer
Combined
Score
Min 34 40 5 45
Average 73 72 50 65
Max 94 95 74 82

34. FIT4JOBS ("Delivering on skills for growth and Jobs" Nr. VP/2013/010/181)
Building the Skills employers needfit4jobs
Curricula and training

35. Training
• 3 competences planned for training:
• Work Related skills (Orientation on customer)
• Technical skills (general and specific)
• Softskills
Training methods:
• Modular classroom training
• On the job training/mentoring
• Expected training results and proficiency levels:
• Orientation of customer –intermediate
• Technical skills – intermediate to advanced

36. Curricula for Rezekne
Customer service representative for ICT and Shared Services companies
(Contact Center Support Specialists)
490 h
Training objectives
To improve young people information and communication technologies skills,
social skills, and employment skills. The training goal is in short period of time to
prepare young people for work in accordance with labour market requirements
and trends.
Target audience
Unemployed young people aged 15-25
Prerequisites
Participants have to pass successfully the selection process before the training.

37. Curricula for Rezekne
After successful training’s completion trainees will be able to
• Work effectively with office software – Microsoft Word, Excel, Outlook;
• Work with customer service support systems (Siebel CRM, TM Show, Power
Agent);
• Use social networks, networking, and other internet resources for job
searches;
• Prepare CV and motivation letters;
• Prepare for job interviews and present herself;
• Communicate with customers face to face, by phone and e-mail;
• Manage effectively time;
• Work effectively in team.

38. Curricula for Rezekne
Topics Training
h
1. TECHNICAL SKILLS
(Information and Communication Technologies in Customer
Service)
108
• Effective work with office software: Microsoft Office
Excel, Word, Outlook
20
• Siebel CRM and other systems’ usage in customer
service
40
• TMShow outbound telemarketing tracking tool 24
• PowerAgent telephony system
24

39. Curricula for Rezekne
2. WORK RELATED SKILLS (Customer Service Skills) 98
• Remote communication with the customers 8
• Customers needs’ recognition 10
• Argumentation skills 8
• How to work effectivly in team environment 16
• Effective time management 16
• Personal efficiency 16
• Stress management 16
• Stress sources and consequences 4
• Conflict management 4

40. Curricula for Rezekne
3. EMPLOYMENT’ S SKILLS 24
Networking, social networking and other resources for job vacancies
searches
4
CV and motivation letter preparation 4
How to behave in a job interview 8
4. TRAINING AT THE EMPLOYER (practice) 260

41. Thank you!
• www.likta.lv
• www.eprasmes.lv