Goodwill of the Olympics & Rainier Region 2019 Annual Report

Page 1


Annual Report Goodwill of the Olympics & Rainier Region

strive for excellence


educate and serve with compassion

respect everyone

act with integrity and gratitude

champion diversity



Every person has the opportunity to learn, work, and thrive in all aspects of life.

mission To help people reach their fullest potential through education, job placement, and career pathway services made possible by community donations, purchases, and partnerships.

As Goodwill approaches 100 years of service to the community, our commitment to securing a future filled with hope and opportunity for the growing number of people in need guides the work we do every day. In 2019, we continued to build on our foundation of innovation, efficiency and long-term vision, propelling us forward to meet the challenges of rapidly changing business and workforce realities. Our focus on streamlining retail operations, improving the customer experience at our stores and strengthening and expanding our online sales efforts produced another year of positive financial results. As our thrift social enterprise exists to support our mission, this success allowed us to invest more resources in creating and delivering relevant job training, career readiness, and job placement programs to people in our community. In 2019, we served more than 8,300 individuals – people from all backgrounds aspiring to a better tomorrow and committed to achieving their dreams. We envision a future where every person has the opportunity to learn, work, and thrive in all aspects of life. To realize this vision, the support of our generous community members is crucial. We look forward to actively engaging and partnering with all of you to create this dynamic future – one enjoyed by all the people who make up this diverse and vibrant community. Thank you.

Christopher Algeo 2019 Board Chair

Colette Taylor 2020 Board Chair


GOODWILL . . . . . strive for excellence

educate and serve with compassion

respect everyone

act with integrity and gratitude

champion diversity

c a re s

Dear Friends, 2019 was a year of continued progress in service to our communities, increasing our reach and impact through new partnerships, creative collaborations and above all, people-centered programming. Perhaps the most significant work was the development and declaration of our Goodwill CARES Values, which underpin all that we do and which you will read about throughout this report. I am incredibly proud of how our employees live our CARES Values every day in their service to customers, clients, students and program participants‌and in their service to each other as innovative teams focused on caring for our communities. Friends, thank you for your inspiration, guidance, and support. It provides us with the strength and drive to serve every day. Thank you.

Lori Forte Harnick President and CEO


Davina Kerrelola

Community Jobs Program

“Goodwill helped me climb out of desperation and into a new world. I want to help others along that same path and this is a perfect way for me to do that.”

In early 2019, Davina Kerrelola was doing everything she could to escape an abusive relationship in California, while trying to build a better life for her and her seven year-old son. The road was not easy as circumstances forced her to live in her car for long stretches. Undaunted, Davina had the fortitude to better herself during this challenging period. She completed a college degree in sociology, and became the proud co-author of a children’s book.

received the much-needed financial help and a referral to Goodwill’s Community Jobs program that helps people transition from public assistance into employment.

Life was hard but the progress she had made convinced her there were better things ahead. Knowing she had to permanently break free of the precarious situation, Davina made the brave decision to leave California with her son and come to Tacoma to live with her friend and co-author. A new life had begun.

Witnessing firsthand the compassionate support and service offered by Goodwill to help people in need, Davina decided she wanted her career to focus on serving others. She quickly landed her dream job – staying with Goodwill to run the Job Resource Room at the Milgard Work Opportunity Center in Tacoma.

Initially, things did not go as planned for Davina, as she was unable to land a full-time job and had difficulty securing financial support. Once again, Davina persevered. After explaining her situation to a counselor at DSHS Temporary Assistance for Needy Families, Davina

At Goodwill, Davina took financial literacy classes, attended several HIRE 253 job fairs and embarked on an internship where she helped to manage Goodwill’s Basic Food Employment and Training program.

Today, Davina assists hundreds of people each month, connecting them to community resources, conducting job searches, or helping them pursue career opportunities through Goodwill training programs. 3



educate & serve with compassion

Eu-wanda Eagans Sr. Vice President of Workforce Development We Educate & Serve with Compassion as We Live Our Mission in the Community The people who come to our Goodwill have many diverse needs. To deliver support across this broad spectrum, our Workforce Development team serves many functions – skills instructors, success coaches, career navigators, and case managers. Though all of these roles require different talents and competencies, each member of our team has one core guiding principle to which they abide – a commitment to deliver our mission through educating and serving all with the compassion they deserve. In 2019, we restructured our efforts, concentrating resources in areas that provide the most impact to individuals who come to us seeking support and a desire to acquire essential skills for the jobs of today and tomorrow. Expanding and strengthening our relationships with other non-profit agencies and organizations was crucial in our effort to bring our programs to more people and provide them with the holistic, wrap-around services they need to put them on the road to self-sufficiency and success. Our Career Readiness Education & Development (CRED) program — that includes instruction in computer software, basic math, financial literacy and fundamental work habits — completed its first full year, with over 200 people achieving a Goodwill “ready to work” credential. Generous support for this program in 2019 was provided by the Citi Foundation, the Local Initiatives Support Corporation and United Way of Pierce County, and included access to additional resources to help participants secure transportation, child-care, and housing arrangements.


Our Vocational English as a Second Language program in partnership with Milgard Windows and Doors completed a year-long pilot program, with 53 employees enrolling in the training and all receiving a bonus for gains in English proficiency. Supported by the Chase Foundation, the Healthcare Careers Academy saw 81 students at Stadium High School participate in healthcare industry-related curriculum and activities, preparing them for potential careers in this ever-growing field. This collective effort is a partnership between Goodwill, Tacoma Public Schools, MultiCare Health System, CHI Franciscan, University of Washington Tacoma, University of Puget Sound, Tacoma Community College, Bates Technical College, and the Greater Tacoma Community Foundation.

Stadium HIgh School students learn about the biotech field as part of the Healthcare Careers Academy program.

In 2019, Goodwill hosted three HIRE 253 Job Fairs, an ongoing series of events sponsored by the Pierce County coalition to end homelessness​. Approximately 2,000 job seekers came through our doors to meet and interview with 125 local employers. More than 30% of attendees were hired as a direct result of the events.

In Longview, our Industrial Internship Program in partnership with NORPAC continued to grow and impact more lives. Focused on young adults aged 18-24, the work-based learning program saw 98% of the participants gain employment — with an average per hour wage of $19.21 — or enter post-secondary education on completion of their internship. Expanding our reach to underserved areas in our territory figured prominently in our efforts in 2019. In June, we opened a new Work Opportunity Center in Yakima, offering Career Readiness & Education classes, Advanced Manufacturing & Warehouse skills, and paid job training or retraining for seniors. We are so excited to introduce these crucial programs to the Yakima community and look forward to working with employers to determine other relevant program offerings in the future.

In addition, our Goodwill along with 13 other partners within the Tacoma-Pierce County Employment & Training Consortium were awarded more than $1.7 million in state funding to help move families and children in eastside Tacoma out of poverty. The effort launches in 2020, with Goodwill delivering job readiness education such as math tutoring, digital literacy, and skills for effective workplace communications. While the needs of employers and demands of the job market will continue to evolve in the coming years, our commitment to serve and educate all the people who come to us for help with compassion and dignity will always endure.

Goodwill is a WorkSource affiliate in Pierce County, assisting in delivery of employment services.

The new Goodwill Work Opportunity Center in Yakima offers students free job training and career readiness classes.



cares Greg Medlyn Sr. Vice President of Retail

Victor Mitre Vice President of Fundraising

We Act with Integrity & Gratitude as We Fuel Our Future We know the future growth of our enterprise and mission services is dependent upon the generous support of our shoppers and donors. The relationships we have forged with our community supporters is based on trust. Acting with integrity in every interaction and consistently showing our gratitude for their amazing support is front and center in the daily work of our retail and philanthropic teams.

act with integrity & gratitude purchases continues to accelerate and we are positioning ourselves to keep pace with the shifting buying behaviors of our customers. Our online store operation underwent extensive upgrades in 2019. We redesigned, renovated, and expanded our operational space and invested in cutting-edge technology and equipment to increase efficiency. In 2019, online sales accounted for a record 17% of our donated goods business and we are laying the foundation for greater growth in the years ahead. Our traditional store operations continued to focus on customer service and employed multiple outreach activities to attract new shoppers. Importantly, we increased our commitment to providing customers with the best experience possible through a variety of saving opportunities, neatly organized aisles and fresh merchandise daily.

A new state-of-the-art book sorting machine allows us to process and sort books for sale at a rate ten times faster than past methods.

As the reinvention of retail and the evolution of the thrift industry continues to pick up steam, we are meeting the challenges head on through innovation and efficiency. Imperatively, the demand for online


Goodwill is the original reduce, reuse, and recycle organization. Being responsible stewards of our environment is woven into the fabric of who we are. In 2019, we kept over 77 million pounds of donated goods out of the landfill. Our great work was recognized at the national level, as we were one of three Goodwill agencies to receive the Goodwill Industry International Sustainable Business Practice Award. This commitment to green business practices remains at the foundation of our operation. In philanthropy, integrity and gratitude are the cornerstones of our work. In 2019, we continued to reach out to our supporters by holding intimate appreciation events at our Work

Goodwill online sales staff enjoy the increased operational space.

Opportunity Center in Tacoma. At these gatherings, friends of Goodwill experience our job training programs up close and personal and get firsthand exposure to the impact of their financial support.

educational needs of the community. We are excited to have partners like you who share our vision as we celebrate the first 100 years of Goodwill.

This past year also marked the preparatory phase of our upcoming centennial campaign, including one-on-one meetings with more than 80 members of the community, soliciting their input on our fundraising feasibility concept and learning what inspires them to contribute.

We deeply appreciate all our shoppers and donors and thank you for your ongoing support.

Through your generosity, we are able to fuel the needs of the future as we remain committed to make our programs accessible to support the workforce and

U.S. Representatives Derek Kilmer and Denny Heck were just two of the many community leaders attending our event to honor Sound Transit for their generous gift to support our Youth Construction Training Lab. 7



champion diversity respect everyone

Keith Hall General Counsel & Chief People Officer We Champion Diversity and Respect Everyone as We Live Our Mission in Our Organization

about their professional and personal goals is key to our refreshed performance achievement program.

The employees at Goodwill reflect the community we serve. Diverse, with different life experiences, backgrounds and perspectives, they are our most precious resource. Our commitment to being champions of diversity while respecting every one of our employees is essential to our success.

We understand the importance of providing employees the opportunity to develop and grow professionally. This past year saw the creation of a new platform for professional development, with dedicated resources being available to all motivated employees in 2020.

Investing in our staff was paramount in 2019, with an emphasis on job training, professional development, and the creation of an engaging, values-based recognition program to honor the great work all of our employees do.

We place the utmost importance on living our CARES values everyday with each other. To cultivate actions and behaviors that exemplify those values, we introduced a CARES “BINGO” game to reward and recognize employees each month who demonstrate our values. From our administrative staff to our employees in our stores, all have enthusiastically embraced this program, enjoying the opportunity to earn a “BINGO” and show their appreciation for their fellow co-workers. All of this vital work advances our effort to provide employees with the support, development and incentive they deserve to achieve their dreams and aspirations.

Importantly, we strengthened our focus on equity, diversity, and inclusion by involving employees directly in refreshing policies, expanding forums for feedback and input, and designing new learning applications for these crucial concepts and skills. Creating a comfortable atmosphere for employees to participate in open dialogue with their supervisors and engage in constructive conversations



Name: Month: Store/De pt



Champio n C Div Act w/ ersity A Inte Respect grity Gratitude& R Everyone E Educate & Strive for Serve w/ S Exc Compass ellence ion

Bennet Ellefson Culinary Skills Program Graduate “Goodwill’s culinary program taught me skills I use everyday. I still have a lot to learn, and that happens every day thanks to the good teachers here on the job. With more education and support, one day I will be opening the doors at my own place!” Three years ago, Bennet Ellefson’s dream of becoming a restaurant owner had all but disappeared. Trying to cope with mounting life stress, he turned to drugs. And just when things couldn’t get any worse, his apartment burned down, leaving him homeless. Thankfully, friends were able to provide Bennet with temporary shelter and he eventually ended up at the Tacoma Rescue Mission. As part of the Mission’s New Life Program, Bennet received room and board, drug treatment, and nurturing support from program staff. Importantly, he also had access to the Mission’s High School GED completion program through Bates Technical College. Realizing this was an opportunity to put himself back on the path to fulfilling his dream, Bennet completed his GED. From there, Mission staff referred him to Goodwill’s culinary skills program. The next phase of his journey had begun. In preparation for culinary skills, Bennet spent two weeks in Goodwill’s Career Readiness Education & Development (CRED) program, a precursor to job

training covering work fundamentals, communication and customer service, and job search skills. Our inclusive approach focuses on respecting each individual and their diverse life experiences and backgrounds. Through this support, Bennet’s confidence grew, his network of friends expanded and his life of hardship truly seemed in the rearview mirror. In Goodwill’s Culinary Program, Bennet was soon honing his kitchen skills alongside fellow students. He learned everything from the basics of food preparation and cooking to creating prep lists for daily menus to serving and cashiering. Importantly, he was also able to participate in preparing gourmet meals for special events at Goodwill. Thanks to new relationships he had established during training, Bennet was able to move out of Tacoma Rescue Mission and rent a house with friends. Within a month after graduation from Goodwill’s Culinary program, Bennet landed a cook position at Tacoma’s Spar restaurant!



strive for excellence Anne Porter Chief Financial Officer

Chris Politakis Vice President of Marketing & Communications

We Strive for Excellence as We Ensure and Promote the Integrity & Value of Our Operations & Brand Many things have changed over the years at our Goodwill, but one constant has been our determined diligence to ensure the integrity of our operations. For the 14th year in a row, our Goodwill strived for – and achieved – excellence by earning a clean financial audit from CPA firm, Clark Nuber. This result was thanks to the hard work and meticulous attention to detail by our team in the finance department and our leaders and managers throughout the organization. Providing the best service can only happen if the people offering that service are committed to exceptional outcomes. In 2019, the Commission on Accreditation of Rehabilitation Facilities (CARF), spent several days onsite to review all our policies, procedures and practices for delivering workforce development services to our clients. Once again, our employees were recognized for their tireless dedication to quality as our Goodwill received a remarkable 16th consecutive three-year accreditation from CARF International. Along with quality operations, a powerful brand is critical to long-term success. Goodwill has one of the strongest and most recognizable brands in the country. At our Goodwill, we take great care in the safeguarding and promotion of our brand. It is the outward expression of all that we stand for, all that we promise, all that we deliver. Importantly, communicating how our retail brand directly links to our mission work took on even greater significance in 2019. Bring Good Home, the


Goodwill Industries International public services campaign created by the Ad Council, refreshed their messaging and creative to connect Goodwill shoppers with their impact on mission services. Using our many communication platforms, we began leveraging this great work to emphasize the key message to shoppers — when you bring home a Goodwill find, you give your whole town a reason to celebrate because you’re also funding local job training and placement programs. Our campaign is poised to continue and expand throughout 2020.

ood G g n Bri e Hom

We make every effort to join forces in the marketplace with other strong brands whenever possible. Our partnerships with Starbucks, Sound Transit and Albertsons/Safeway, just to name a few, provides us multiple opportunities to honor and highlight their support for our mission while simultaneously promoting our programs and services and the resulting benefits to the community. Through special events that garner significant earned media coverage and wide spread social media exposure, aligning ourselves with premier, community-minded organizations has been a key strategy for promoting the value of our respective brands. We will continue to remain vigilant in how we epitomize and ensure the integrity of the Goodwill name and brand today and into the future.

Selma McCord Senior Community Service Employment Program “I love my new job. I’m so thankful that Goodwill gave me the modern workforce makeover! For those who have been out of work for a long time, SCSEP is so important because you can earn a salary while you retrain and gain real employment experience!” Eighteen years ago, Selma McCord lost her husband and as a widow faced the overwhelming task of being the family’s parent and sole wage earner for five kids. A deeply religious person, Selma’s faith inspired her to drive on against all odds. Over the next decade she was able to support her children, but the stress of work and family took its toll, forcing Selma into a medical retirement in 2013. Selma, however, was not one to sit voluntarily at home. After five years of recovery that included losing 100 pounds, a “new” Selma McCord emerged fit and full of energy, ready to dive back into the workforce. But the world had changed during Selma’s recuperation. Computers and software she used for data entry at the turn of the century had been replaced by new programs such as Excel, Word and other applications. Selma’s skills had become obsolete. Then a friend mentioned a special Goodwill program in Tacoma for people in Selma’s exact situation – the Senior Community Service Employment Program (SCSEP). The team of professionals who manage

SCSEP are committed to excellence and this pursuit is matched by participants like Selma. At Goodwill’s Milgard Work Opportunity Center, staff helped Selma create a game plan for her future, beginning with Courage 360, a program designed to “turn life around.” In the program, Selma learned current computer software and skills, office etiquette and attire, and all the important work fundamentals needed for successful employment. SCSEP helps people re-emerging into the workforce with retraining and temporary paid employment. With Goodwill’s help, Selma landed a job at the front desk for Living Access Support Alliance (LASA), a nonprofit dedicated to preventing homelessness. There Selma supported caseworkers, processed water assistance applications, performed administrative duties, and gave out donations and food to the agency’s clients. After two years with LASA, Selma left in 2019 for a job with increased responsibilities handling accounting, scheduling, and other administrative duties with 1-800-GOTJUNK! 11

Goodwill of the Olympics & Rainier Region provides comprehensive education, job training, job placement, and career pathways services to people in need. We operate Work Opportunity Centers in Tacoma, Longview, and Yakima. Education & Skills Training Culinary & Barista Skills Environmental Job Training Introduction to Advanced Manufacturing & Warehousing Office Support / Computer Skills Career Preparation & Life Skills Career Readiness Education & Development (CRED) Financial Literacy and Coaching GED Completion Healthcare Careers Academy IRS Tax Preparation Services Vocational English as a Second Language WIOA Youth (Longview) WorkFirst Assessment and Training YouthBuild Youth REACH Center Employment Pursuit & Networking Resources Disability Supported Employment & Placement Services Interview Preparation Programs Job Fairs Job Placement Services Job Resource Room (WorkSource Affiliate) Military & Veteran Services Networking Programs / Job Clubs Resume Development Workshops School to Work Senior Community Service Employment Program (55+) Ticket to Work Youth Industrial Training (NORPAC - Longview) Goodwill is licensed by the State of Washington as a private vocational school.


2019 Financial Highlights Operating Activities Statement of Unrestricted Activities (in thousands)


Workforce Development $5,208 Retail Operations $74,520 Managed Real Estate $997 Fundraising $1,933 Miscellaneous $141




Workforce Development Services $8,635 Retail Program Services $66,521 Managed Real Estate $487 Fundraising $790 Management & Administration $5,495





The accounting firm Clark Nuber has audited the financial statements in accordance with auditing standards generally accepted in the U.S. The audit received an unqualified opinion.

Consolidated Statement of Financial Position (in thousands)

Total Assets $82,163 Total Liabilities $32,737 Total Net Assets


Total Liabilities & Net Assets




of Goodwill expenses support retail and mission programs & services


of Goodwill expenses support management & fundraising


Partnerships Make Our Mission Possible Thanks to the generous support of organizations in our community, we are able to deliver crucial education, job placement and career pathway services to people in need. Now in its sixth year, our Corporate Alliance Program includes 18 organizations. We thank them for making a significant investment in the programs and services Goodwill offers to help people reach their fullest potential. In 2019, we launched the Career Catalyst Circle, a lasting partnership with businesses and organizations focused on broadening and deepening the pool of qualified candidates pursuing careers in specific fields. Albertsons/Safeway is the founding members of the Career Catalyst Circle for our Culinary & Barista Skills program. Supporting members include Pepsi and Starbucks. Milgard Windows & Doors is the founding member for our Advanced Manufacturing & Warehouse Training program.

Thank you for your support!


2019 Honor Roll of Donors (Direct and in-kind gifts made October 1, 2018 – September 30, 2019)

Goodwill thanks all the community members for their generous support. Your contributions have a direct impact on the lives of the people we serve every day. Thank you!

$100,000+ Boeing Company Local Initiatives Service Corporation The Seattle Foundation Sound Transit Wells Fargo Foundation $25,000 - $99,999 Albertson’s Inc. Boots to Shoes Foundation Brooks Sports, Inc. City of Tacoma KeyBank Foundation Safeco Insurance Starbucks Foundation Tricia Stromberg United Way of Pierce County $10,000 - $24,999 Columbia Bank Lori & Blake Harnick Clara Ladd Milgard Windows & Doors Pepsi Beverage Company RealNetworks Foundation Vetsaid, Inc. Yusen Logistics $5,000 - $9,999 America’s Credit Union The Bamford Family Foundation Banner Bank Caraustar Chehalis Tribe Dimmer Family Foundation William W. Kilworth Foundation MultiCare Health Foundation Seattle Goodwill Scott E. Silver Todd Silver Buck B. Thompson US Bank Foundation $2,500 - $4,999 American Party Place Amerigroup Anthony Chen, MD Clara DeVine Kroger National Charity Services Puyallup Tribe of Indians Mike Shields Titus-Will Auto Group

$1,500 - $2,499 Oscar Avalos Kimberly Barron Benevity Fund Susan Brinkman Rory Connally Beverly H. Conner DaVita E Metal Group LLC Integra Supply KeyBank Foundation Kim & Cindy Nakamura Chris & Julie Politakis Magda B. Schoonderbeek Carol Stockdale James R. Tomlinson Larry R. Treleven Michael A. Tucci John S. Wiborg John A. Woodworth $1,000 - $1,499 Janine Baldridge & Susan Esposito Philip Bradford Barbara Mitchell Briner Jack E. Butson Catholic Community Services Carl Cecka Jenae Elliott Josh Garcia Kyle Gibson David Graves Greater Tacoma Community Foundation Jason Hall Enid Harris James M. Harris Carolyn Haynes Chuck W. Hellar Andrew Higgins Teri Kheriaty Robert A. Kirchner Dennis & Linda A. Leuthauser Bev Losey LYFT Sandy McKay Mckinney Trailer Rentals Greg Medlyn Pape Material Handling Andy Stolz Wendy Stricherz Larry Sumpter

Texas Instruments Foundation The Titus-Will Families Foundation Vance Lift Truck Service David M. Young $500 - $999 Bruce Bodine Business Interiors Northwest Mary Fabrizio Charelle Foege Demetrius Forte Ann & Norm Gosch Shannon Govia Kenneth Harris Jacques Pepin Foundation Terry L. Jones Karen Koch The Kupka Family Kiyoshi Masuda Beverly & James McCorrmack Roland & Mary Fran McLaughlin Leigh Ann Myhre Martha Politakis Mark Rodriguez Faye E. Stewart Judy Swain SWS Inc . Alyssa Thomas Rhonda Tye Scott Vipond WCP Solutions $250 - $499 Donna Albers Dan Bogart Norman Brickhouse Scott Chapman Neelu Cordova Michelle Fueston Janice Graves Haddad International, LLC Douglas Hedger Joanne Henry Kathi Littmann Thomas Lockhart Nicholas A. Malden Christine Martin Mandy Toban Carol Wilkinson


2019 Goodwill of the Olympics & Rainier Region Board of Directors Chair Christopher Algeo Chair Elect Colette Taylor Treasurer Shahrokh Saudagaran Secretary Charelle Foege Mission Services Chair Bill Dickens Fundraising Chair Andy Stolz Board Development & Governance Chair Carlyn Roy Member-At-Large Shannon Govia Directors Greg Biersack Barbara Mitchell Briner Susan Brinkman, CTFA Anthony Chen, MD Rory Connally Suzy Esposito Demetrius Forte Josh Garcia Daniel Glover Jason Hall Terry Jones Jacqueline Justice Karen Koch Bev Losey, CLU Mark Rodriguez In 2020, the Goodwill Board welcomes new members Colonel Paige T. Abbott, Tony Bowie, Jahmad Canley, and Ali Modarres.

Management Team Lori Forte Harnick, President & Chief Executive Officer Eu-wanda Eagans, Sr. Vice President of Workforce Development Keith Hall, General Counsel & Chief People Officer Greg Medlyn, Sr. Vice President of Retail Victor Mitre, Vice President of Fundraising Chris Politakis, Vice President of Marketing & Communications Anne Porter, Chief Financial Officer


Work Opportunity Centers Goodwill operates three Work Opportunity Centers, providing education, job placement, and career pathway services to the public. Goodwill’s Milgard Work Opportunity Center 714 S. 27th St Tacoma, WA 98409 253.573.6500 Goodwill’s Work Opportunity Center of Cowlitz County 1030 15th Ave Longview, WA 98632 360.501.8340 Goodwill’s Yakima Work Opportunity Center 1907 S. First St Yakima, WA 98903 253.260.0303