ACER (African Career Education and Resources Inc.) plays a vital role in empowering African immigrant communities in the Northwest suburbs by providing resources, education, and support for economic development. However, the organization faced significant challenges in its Economic Development department, where a lack of established processes and documentation for key programs led to inefficiencies, confusion, and a high turnover rate among staff and consultants.
Mirror Ink was brought in to help build more efficient systems and processes for ACER, particularly within its Economic Development department. The goal was to address the issues surrounding employee turnover, improve program management, and enhance the onboarding and training processes for new recruits. Through a combination of strategic development, consulting, and hands-on support, Mirror Ink was able to create structured systems that would better support ACER’s mission and its workforce.
Objectives:
Process & Implementation
Mirror Ink’s approach to improving ACER’s Economic Development department involved several phases of strategic planning, process design, and operational support. Key actions included:
Process Analysis and Observation
Mirror Ink began by closely observing the operations within the Economic Development department, focusing on the inefficiencies in the intake and onboarding processes for new consultants. It was clear that new recruits lacked the necessary training, documentation, and understanding of ACER’s technical assistance programs, leading to frustration, confusion, and ultimately, high turnover.
Development of Onboarding & Training Documentation
To address these gaps, Mirror Ink developed comprehensive onboarding and training materials for new recruits. These materials are outlined ACER’s mission and goals, and how each consultant’s role contributes to the overall vision.
Creation of a Client Outreach Program
To expand ACER’s reach and attract new clients, Mirror Ink designed a community outreach strategy. This included:
Bootcamp for Small Businesses & Entrepreneurs
A key program developed by Mirror Ink was the **Bootcamp for Small Businesses and Entrepreneurs**. This initiative aimed to support African immigrant entrepreneurs by:
Program Design & Development
Mirror Ink worked closely with ACER’s leadership to design and implement streamlined processes for their ongoing programs, including:
Team building & Staff Development
To ensure long-term success, Mirror Ink facilitated team-building sessions to improve communication, trust, and collaboration among ACER’s consultants. These sessions helped create a positive, supportive work environment where staff felt more engaged and aligned with ACER’s goals.
Leadership Consulting
Mirror Ink provided ongoing strategic leadership consulting to ACER’s management team, focusing on long-term sustainability, including:
Conclusion
Mirror Ink’s strategic consulting and process development for ACER’s Economic Development department transformed a disorganized, efficient, and engaged workforce. By addressing key challenges such as inefficient onboarding, unclear roles, and a lack of client outreach, Mirror Ink helped ACER establish strong, sustainable processes that supported both staff development and client success. The resulting improvements in organization, program execution, and community engagement have positioned ACER for continued success in advancing racial and economic equity for African immigrants in the Northwest suburbs.