Pilot program will train women offenders nearing release for customer experience careers


Tech Impact, the Delaware Department of Correction, and the Delaware Department of Education launched a pilot Tech Impact customer experience training program, CXWorks, at Baylor Women’s Correctional Institution, New Castle.

The program, already in place in the Las Vegas, NV area,   is funded by a grant from Barclays in an effort to connect women who are returning to the labor market with local support and community resources that will help them obtain employment.

“We are excited to pilot CXWorks in Delaware alongside our partners Barclays and Baylor Women’s Correctional Institution. This program will train and employ women in the high-demand sector of customer service,” said Patrick Callihan, CEO  of Tech Impact. “Barclays has supported the program since its inception in Nevada in 2016, and we’re hoping to replicate the success that market has experienced, having graduated 160 people with over 80% job placement rate.”

Tech Impact’s CXWorks is a free, eight-week workforce development program that offers career training and certification to individuals ready to master customer service. 

“The CXWorks training program aligns perfectly with our mission to successfully prepare women to re-enter our community,” said Dr. Dwight BoNey, teacher supervisor at Baylor Women’s Correctional Institution. “We work hard to instill professionalism, work ethic, and soft skills into every student in our program. CXWorks complements our program, giving the ladies at BWCI the opportunity for career training in customer service and creating opportunities for employment upon release in an industry that is in high demand.”

Six BWCI residents are participating in Tech Impact’s first CXWorks training class. All participants have already earned a GED or are currently working to earn a GED and were selected, in part, because they are approaching their release later this year. Upon successfully completing CXWorks, BWCI’s graduates will earn an industry-recognized customer service certification. Following their release from incarceration, Tech Impact staff will follow up to help them secure job placement in the community.

“The Delaware Department of Correction is pleased to be the first correctional system in the country to bring the CXWorks employment training program into a prison facility,” said Delaware Department of Correction Commissioner Monroe B. Hudson Jr. “We value the partnership that is providing this new pathway to help incarcerated people learn practical skills they can use to obtain employment and drive their reentry success.”

“Barclays is committed to partnering with organizations that are focused on creating opportunities and removing the barriers to success for those who are looking for work,” said Jenn Cho, head of Citizenship for Barclays US Consumer Bank. “The CXWorks training program offers valuable tools to help these women build a better future and to develop the skills and confidence necessary for work.”

Employers interested in becoming a hiring partner can learn more by registering here. This is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

Tech Impact is a nonprofit that leverages technology to advance social impact, according to the organization. Further information is available at  techimpact.org.