About Us

Mission Statement

Improving safety, permanency, and well-being for all children in Polk, Highlands, and Hardee Counties.

Vision Statement

To eliminate child abuse and neglect in Polk, Highlands, and Hardee Counties.      

Values:

Heartland for Children will:

• promote diversity, equity, inclusion and belonging (DEIB) for all
• approach relationships with respect, integrity and transparency
• utilize innovation and excellence to promote best practices
• approach work and problem solving with creativity and flexibility
• utilize resourcefulness, accountability and efficiency 

Heartland for Children

Heartland for Children is a community-based care lead agency contracted with the Department of Children and Families. In March 2003, Heartland for Children was selected as the lead agency for Community Based Care in Polk, Highlands and Hardee counties. As the lead agency, Heartland for Children assumed the responsibilities for System Administration of a comprehensive child welfare service provider network that included protective services, foster care, adoptions, independent living, prevention, family preservation, family support services and other related services. Heartland for Children has taken the child welfare system in Circuit 10 to a performance focused and results oriented system.

Heartland for Children is an engaged, fully mature, system administrator. We offer strong leadership and partnership with diverse agencies across Florida. We are committed to safety, quality, consistency, and accountability in everything we do. HFC’s primary role in the system of care is not to provide direct services, but rather to serve as a system administrator dedicated to building an integrated network of services with traditional and non-traditional providers and supports. This network has the capacity to provide a comprehensive array of culturally competent services to children and families in both rural and urban areas. As a system administrator, Heartland for Children manages resources effectively and efficiently to ensure positive outcomes for children and families.

As the existing lead agency, we have a proven track record in this community. We have an in-depth understanding of the vast array of existing community resources, as well as, the strengths and challenges in each of our communities. Going forward, we will continue to build on our strong relationships and past experiences, continuously learning from our mistakes and successes and relentlessly pursuing excellence.

Executive Management Team

Meet Heartland for Children's Executive Management Team!

Board of Directors

Meet our Board of Directors

2024 Upcoming Board Meetings

• January 24, 2024

• February 28, 2024

• March 27, 2024

• April 24, 2024

• May 22, 2024

• June 26, 2024

• July: NO MEETING

• August 28, 2024

• September 25, 2024

• October 23, 2024

• November 20, 2024

• December: NO MEETING

All board meetings take place at Heartland for Children from 3:00 pm - 4:00 pm and are open to the public.  For more information, call (863) 519-8900 x 200.

Our Team

Download the Heartland for Children Staff Directory.

Services for the Deaf & Hard of Hearing

Interpreter Services for the Hearing-Impaired

If you are deaf or hard of hearing, you are entitled to interpreter services at no cost to you. Services may be accessed through Florida Relay by dialing 711 or calling toll free:

• (800) 955-8770 (Voice)
• (800) 955-8771 (TTY)
• (877) 955-8773 (Spanish)
• (877) 955-8707 (French Creole)

Please inform the following if services are needed:

• Heartland for Children's Point of Contact, Kristen Embree, (863) 519-8900 ext 256
• Jamie Horne, DCF Human Resource Analyst, (850)-717-4567

Any person who believes that he/she has been discriminated or retaliated against in violation of Section 504 of the Rehabilitation Act of 1973 and/or the American Disabilities Act of 1990 may file a complaint in writing or by calling:

Office of Civil Rights 1317 Winewood Boulevard, Building 1, Room 110, Tallahassee, FL 32399; (850) 487-1901 (Voice); (850) 922-9220 (TTY)

Case Management Organization Staff Turnover Data

Caseload, Turnover, Home Visits, Placement, Recruitment, Services, and Conversions
Heartland For Children includes the most recent data available for the elements identified below in the weekly performance and quality improvement report published on this webpage under the Quality Improvement & Performance link for all of its subcontracted case management organizations:

• Average Caseload of Case Managers - located in packet titled "Caseload Census Information"
• Turnover Rates for Case Managers/Supervisors - located in packet titled "Case Management Organization Turnover" (Note: Rolling 12 month turnover data is also included on his webpage under the Case Management Organization Staff Turnover Data link)
• Percentage of Home Visits Completed - located in packet titled "Scorecard Measure 4 - Children Seen Every 30 Days"
• The Number of Unlicensed Placements – located in packet titled “Number of Children in Out of Home Care by Placement Type”
• Percentages and Trends for Foster Parent and Group Home Recruitment – located in packet titled “Foster Parent/Group Home Recruitment”
• The percentage of families being served through family Support services. in-home services, and out-of-home services for the 12 previous months – located in packet titled “Number of Children Active by Service Type”
• The percentage of cases that were converted from non-judicial to judicial for the previous month – located in packet titled “Children Entering Out of Home Care”

Children’s Legal Services Staffing Rates are posted by the State of Florida Department of Children and Families at the link below:

• Rolling 12-Months - October 2024 (Includes September 2024 Revision)
• Rolling 12-Months - September 2024 (Includes August 2024 Revision)
• Rolling 12-Months - August 2024
• Rolling 12-Months - July 2024 (Includes June 2024 Revision)
• Rolling 12-Months - June 2024
• Rolling 12-Months - May 2024
• Rolling 12-Months - Apr 2024 (Includes March 2024 Revision)
• Rolling 12-Months - Mar 2024
• Rolling 12-Months - Feb 2024
• Rolling 12-Months - Jan 2024
• Rolling 12-Months - Dec 2023 (Includes November 2023 Revision )
• Rolling 12 Months - Nov 2023
• Rolling 12 Months - Oct 2023
• Rolling 12 Months - Sept 2023
• Rolling 12-Months - Aug 2023
• Rolling 12-Months - July 2023
• Rolling 12-Months - June 2023
• Rolling 12-Months - May 2023 (Includes March 2023 Revision )
• Rolling 12-Months - April 2023
• Rolling 12-Months - March 2023
• Rolling 12-Months - February 2023
• Rolling 12-Months - January 2023 ( Includes September 2022 Revision )
• Rolling 12-Months - December 2022
• Rolling 12-Months - November 2022
• Rolling 12-Months - October 2022
• Rolling 12-Months - September 2022
• Rolling 12-Months - August 2022 
• Rolling 12-Months - July 2022 
• Rolling 12-Months - June 2022  ( Includes May 2022 Revision )
• Rolling 12-Months - May 2022  ( Includes April 2022 Revision )
• Rolling 12-Months - April 2022
• Rolling 12-Months - March 2022

Quality Improvement & Performance

In accordance with Chapter 409.988 (1)(k) Florida Statutes, Heartland For Children includes the most recent data available for the elements identified below in the weekly performance and quality improvement report published on this webpage for all of its subcontracted case management organizations:?

• Data for Week Ended 11/17/24
• Data for Week Ended 11/11/24
• Data for Week Ended 10/20/24
• Data for Week Ended 10/06/24
• Data for Week Ended 09/22/24
• Data for Week Ended 09/08/24
• Data for Week Ended 08/25/24
• Data for Week Ended 08/11/24
• Data for Week Ended 07/21/24
• Data for Week Ended 07/07/24
• Data for Week Ended 06/23/24
• Data for Week Ended 06/09/24
• Data for Week Ended 05/19/24
• Data for Week Ended 05/05/24
• Data for Week Ended 04/21/24
• Data for Week Ended 04/07/24
• Data for Week Ended 03/24/24
• Data for Week Ended 03/10/24
• Data for Week Ended 02/25/24
• Data for Week Ended 02/11/24
• Data for Week Ended 01/21/24
• Data for Week Ended 01/07/24
• Data for Week Ended 12/10/23
• Data for Week Ended 11/12/23
• Data for Week Ended 11/05/23
• Data for Week Ended 10/22/23
• Data for Week Ended 10/22/23
• Data for Week Ended 10/08/23
• Data for Week Ended 09/24/23
• Data for Week Ended 09/03/23
• Data for Week Ended 08/20/23
• Data for Week Ended 08/06/23
• Data for Week Ended 07/09/23
• Data for Week Ended 06-25-23
• Data for Week Ended 06-11-23
• Data for Week Ended 05-21-23
• Data for Week Ended 05-07-23
• Data for Week Ended 04-16-23
• Data for Week Ended 04-02-23
• Data for Week Ended 03-26-23
• Data for Week Ended 03-19-23
• Data for Week Ended 03-12-23
• Data for Week Ended 03-05-23
• Data for Week Ended 02-26-23
• Data for Week Ended 02-19-23
• Data for Week Ended 02-12-23
• Data for Week Ended 02-05-23
• Data for Week Ended 01-29-23
• Data for Week Ended 01-22-23
• Data for Week Ended 01-15-23
• Data for Week Ended 01-08-23
• Data for Week Ended 01-01-23
• Data for Week Ended 12-25-22
• Data for Week Ended 12-18-22
• Data for Week Ended 12-11-22
• Data for Week Ended 12-04-22
• Data for Week Ended 11-27-22
• Data for Week Ended 11-20-22
• Data for Week Ended 11-13-22
• Data for Week Ended 11-06-22
• Data for Week Ended 10-30-22
• Data for Week Ended 10-23-22
• Data for Week Ended 10-16-22
• Data for Week Ended 10-09-22
• Data for Week Ended 10-02-22

System of Care Performance & Feedback

2023 Surveys

• Stakeholder Survey
• Foster Care Level 1 Survey
• Foster Care Level 2-5 Survey
• Relative/Non-Relative Caregiver Survey
• Birth Parent Survey

2019 Surveys

• Caregiver Survey
• Stakeholder Survey
• Foster Parent Survey

 

Joining HFC’s Provider Network

• ITN #FY24-25 Historical Data
• ITN #FY24-25 Historical Data 11/4/2024
• ITN#: FY24-25-001 - Family Support Services, Safety Management Services, Prevention, Family Preservation, and Intensive Reunification Services
  • Addendum One for ITN #24-25-001
  • Questions & Answers for ITN #24-25-001
• ITN#: FY24-25-002 - Case Management Services: In-Home Non-Judicial & Judicial
  • Addendum One for ITN #24-25-002
  • Questions & Answers for ITN #24-25-002
• ITN#: FY24-25-003 - Specialized Therapeutic Foster Care (STFC) Services
  • Addendum One for ITN #24-25-00 
  • Questions & Answers for ITN #24-25-003
• ITN #FY23-24 - Questions & Answers
  • ITN #FY23-24 Addendum
  • ITN Notice of Intent to Award
  • Notice of ITN Withdrawal
• Network Provider Application
  • Network Provider Orientation Powerpoint
• Open Request for Applications
• Requirements of Contracting
• Expectations of Behavioral Health Network Providers

P & P: Executive - Human Resources

To request a copy of the following policies & procedures, email info@heartlandforchildren.org.

POLICY #	POLICY NAME
1-000	Employee Handbook
1-001	Privacy – Personnel Records
1-002	Drug Free Workplace
1-003	Internships
1-004	Overtime
1-005	Position Descriptions
1-006	Employee Fraud
1-007	Workplace Violence
1-008	Employee Separation
1-009	Employee Exit Interviews
1-010	Harassment
1-011	No Solicitation/Distribution
1-012	Personnel Information -New Employees
1-013	Employee’s Children at Workplace
1-014	Membership in Professional Organizations/ Conventions & Professional Meetings
1-015	Volunteer Services
1-016	Staff Tuition Assistance
1-017	Non-Retribution/Non-Retaliation
1-018	Recruitment & Interviewing
1-019	Non-discrimination in Employment
1-020	Performance Management
1-021	Background Screening
1-022	Motor Vehicle Reports
1-023	Worker’s Compensation
1-024	Transitional Work Program
1-025	On-Call/Call Back
1-026	Ethical Practice
1-027	Disciplinary Guidelines
1-028	Sharing Concerns/Suggestions (Employee Grievance)
1-029	Employees Involved in Reports of Abuse, Neglect, Abandonment or Exploitation
1-030	Secondary Employment/Internships
1-031	Health and Wellness

P & P: Finance

To request a copy of the following policies & procedures, email info@heartlandforchildren.org.

POLICY #	POLICY NAME
2-000	Reconciliation of Bank Accounts and Petty Cash
2-001	Journal Entries
2-002	Budget Preparation
2-003	Budget Monitoring
2-004	Client Trust
2-005	Capital Assets
2-006	Record Retention of Financial Records
2-007	Cost Allocation Plan – Creation
2-008	Cost Allocation
2-009	Month End Closing
2-010	Staff Travel
2-011	On-Site Audits by Government Funding Sources
2-012	Credit Card Authorization/Usage
2-013	Purchasing and Accounts Payable Authorization
2-014	Resource Management for Authorizing Services
2-015	Gift Card Usage
2-100	Invoice Preparation
2-101	Interest Earned on Advance or Estimated Payments
2-102	Cash Receipts
2-103	Undeposited Cash/Checks
2-104	Internal Control
2-200	Request for Payments
2-201	Signature Authority
2-202	Payments
2-203	Terms, Discounts and Late Fees
2-204	Accounts Payable Process
2-205	Entering Invoices into Oracle for Payment
2-206	Void Check Processing
2-207	Reconcile Payments
2-208	Petty Cash
2-209	Accounts Payable Accruals
2-300	Payroll Department Security
2-301	Payroll Processing
2-302	Garnishments
2-303	Stop Payments
2-304	Payroll Accruals
2-305	Employee Terminations
2-306	Payroll Direct Deposits

P & P: Quality & Performance - Training

To request a copy of the following policies & procedures, email info@heartlandforchildren.org.

POLICY #	POLICY NAME
3-100	Child Protection Professional Training Program and Certification
3-102	Continuing Professional Development for Case Management Organizations
3-103	New Employee Orientation Training
3-104	Continuing Professional Development for HFC Personnell
3-105	Standards for HFC Staff Supervision
4-204	Child Passenger Safety

P & P: Quality & Performance - Quality & Contract Management

POLICY #	POLICY NAME
3-218	Email Systems
3-219	Data Transport Encryption
3-300	Grievance
3-301	Incident Reporting
3-302	Performance and Quality Improvement
3-303	Case & Quality Service Reviews
3-304	Satisfaction Surveys
3-305	Exit Interviews with Children in a Licensed Out of Home Care Placement
3-306	Protection of Rights & Ethical Obligations
3-307	Research Protections for Human Subjects
3-308	Prevention, Reporting and Service to Missing Children
3-309	Ethical Practice for Stakeholders
3-500	Contract Documents
3-501	Contract Invoicing
3-502	Contract Monitoring
3-503	Contract Procurement
3-504	Written Authorizations
3-505	Notification of Circuit 10 Group Home Placement Holds
3-506	Contracts for Research and Evaluation
3-507	Client Fees and Sliding Fee Scale
5-007	Human Trafficking

P & P: Quality & Performance - Information Systems Management

To request a copy of the following policies & procedures, email info@heartlandforchildren.org.

POLICY #	POLICY NAME
3-200	HIPAA Compliance-Client Records & Client Privacy
3-201	Closed Record Retention and Retrieval
3-202	Data System Integrity
3-203	Management of Client Files
3-204	Client Background Screening
3-205	Maintenance and Support of IT Equipment
3-206	Virus Prevention, Control, Reporting and Recovery
3-207	Disposal of Information Technology Equipment
3-208	Data Security – Access
3-209	Network Security
3-210	Computer Software
3-211	Internet/E-mail Usage and E-mail Maintenance
3-212	Cell Phone Usage
3-213	Use of Portable Media Storage Devices
3-214	Information System Access Authorization & Password Policy
3-215	Computer Network Disaster Recovery
3-216	Confidentiality of Client Information
3-217	Data & Network Security - Audit Controls

P & P: Quality & Performance - Quality & Contract Management - Facilities

To request a copy of the following policies & procedures, email info@heartlandforchildren.org.

POLICY #	POLICY NAME
3-600	Workplace Health and Safety
3-601	Operation and Maintenance of Agency Vehicles
3-602	Clean and Safe Working Environment
3-603	Disater Preparedness-Emergency Management Plan
3-604	Environmental Protection and Conservation
3-605	Issuance  Maintenace of Facility Keys

P&P: Quality & Performance - Front End Operations/Independent Living

To request a copy of the following policies & procedures, email info@heartlandforchildren.org.

POLICY #	POLICY NAME
5-006	Independent Living Transitional Services
5-300	Diligent Search
5-301	Out of County Services/Interstate Compact on the Placement of Children
5-302	Family Team Conferencing

P & P: Community Relations and Systems Integration

To request a copy of the following policies & procedures, email info@heartlandforchildren.org.

POLICY #	POLICY NAME
4-100	Fund Development
4-101	Public Information and Media
4-102	Logo Communications & Guidelines
4-200	Screening and Intake
4-201	Case Maintenance and Documentation
4-202	Management of Resource and Support Services
4-203	School Communication
4-300	Recruitment of Foster Homes
4-301	Initial Licensing of Foster Homes
4-302	License Transfer Procedure
4-303	Foster Parent Support
4-304	Foster Parent Retention
4-305	Employees as Foster and Adoptive Parents
4-306	Foster Care Referrals
4-307	Relicensing of Family Foster Homes
4-308	Family Foster Home Waivers
4-309	State Institutional Claims for Damages Caused by Shelter or Foster Children
4-310	Behavior Support and Management

P & P: Operations

To request a copy of the following policies & procedures, email info@heartlandforchildren.org.

POLICY #	POLICY NAME
5-000	Placement of Children
5-002	The Prevention and Placement of Child Victims and Aggressors Involved in Child on Child Sexual Abuse, Sexual Assault, Seduction or Exploitation
5-003	Sharing Records with Children
5-008	Child Placement Agreements (formally  policy 5-002)
5-009	Medicaid Care Coordination & Responsibilities
5-100	Behavior Support and Management
5-101	Caregiver Support
5-102	Guardian Assistance Program
5-103	Initial Licensing
5-104	Licensing Transfer Procedure
5-105	Relicensing
5-200	Adoption Supports and Services
5-201	Recruitment and Evaluation of Adoptive Applicants

Honors & Awards

2024

Heartland for Children has been selected as a recipient of a 2024 Impact Polk grant in the amount of $10,000 that will support "Creating Safety & Security for Children within the Child Welfare System". This project is being funded by the George W. Jenkins Fund within GiveWell Community Foundation.  

Marquina Butts Fisher, Transition Age Youth Services Program Manager was awarded the 2024 Selfless Love One Voice Impact Staff Champion

2023

Heartland for Children has been selected as a recipient of a 2023 Impact Polk grant in the amount of $10,000 that will support "Behavioral Health Supports and Interventions for Children." This project is being funded by the George W. Jenkins Fund within GiveWell Community Foundation. 

A special thank you to the Iron Horse Family Foundation for the $50,000 grant award to support capital improvements at our Heartland Youth Village. The Iron Horse Family Foundation is a Lakeland, FL based, private family foundation that is devoted to carrying on the legacy of David M. Clark. Iron Horse Family Foundation exists to improve the lives of children through initiatives, projects, and support of organizational missions that bolster children’s health and wellness. Iron Horse Family Foundation is an invitation-only grantor. 

A special thank you to the Lakeland Florida Stake Latter-Day Saints for donating $20,000 to support our young adults transitioning into their own housing. This donation will be used to purchase much needed household items. There was an additional in-kind donation of $5,000 to shop for a variety of commodities that includes dry food items and personal hygiene products. We appreciate your continued partnership!

2022

Heartland for Children has been selected as a recipient of a 2022 Impact Polk grant in the amount of $19,955 that will support "Creating Safety and Security for Children in the Child Welfare System." This project is being funded by the George W. Jenkins Fund within the GiveWell Community Foundation. 

Crystal Lake Elementary was awarded certification as the first Community Partnership School in Polk County by the UCF Center for Community Schools in November of 2022.

2021

Heartland for Children has been selected as a recipient of a 2021 Impact Polk grant in the amount of $20,000 that will support "Respite Services for Special Needs Children." This project is being funded by the George W. Jenkins Fund within the GiveWell Community Foundation. 

Heartland for Children was awarded a 4 year grant through the Florida Blue Foundation in the amount of $399,606. HFC will partner with Central Florida Health Care to improve the well-being and reseiliency in children and families through trauma informed care and a trauma informed response.

2020

We are grateful to be a recipient of the 2020 Impact Polk grant in the amount of $18,950.00 for our project “Caregiver Support Program for Children in Foster Care.” This project is funded through this grant from the George W. Jenkins Foundation, Inc. within the GiveWell Community Foundation.

We are so grateful to be the recipient of a $30,000 grant from the George Jenkins Foundation, Inc. in order to purchase 50 Chromebooks and 250 Pack & Plays for our children and teens in care.

2019

Adoption Excellence Award
Presented by Children's Bureau and the Department of Health and Human Services

Sustaining Partnership Award
Presented by Champion for Children Foundation

2018

In May 2018, Heartland for Children was awarded $5,000 though Impact Polk towards the Community Partnership School Needs Assessment. The grant was made possible by the George W. Jenkins Fund within the GiveWell Community Foundation.

Dyer Difference Award - In recognition of outstanding achievements and tireless efforts in making our community a better place to live.
Presented by Dyer Chevrolet & Dyer Kia, Lake Wales

Partners in Caring Award
Presented by Florida State Foster & Adoptive Parent Association

Partnership Legacy Award
Presented by Once Church One Child

2017 

Re-accreditation for meeting the highest National standards for professional performance
Council on Accreditation

American Advertising Awards Silver ADDY Award
Presented by American Advertising Federation

Non-Profit of Excellence Award
Presented by Lakeland Chamber of Commerce

2012 

Re-accreditation for meeting the highest National standards for professional performance
Council on Accreditation

2010

Not-For-Profit Community Action Organization of the Year
Presented by the Bartow Committee of 100

Community Champion for safely reducing the number of children in foster care in the 10th Circuit of Florida
Presented by the Florida Department of Children & Families

2007 & 2008

Recognition of Outstanding Support of Florida's Foster Families
Presented by the Florida State Foster Adoptive Parent Association

2006

Creative Services Excellence
Presented by Brighthouse

2005

Recognized as one of Polk County's Best Places to Work
Presented by CareerSource Polk (formerly PolkWorks)

2003 - 2004

Achievement Award - Permanency Through Adoption
Presented by the Florida Department of Children & Families

Heartland Thanks

This is where Heartland can recognize all the organizations that have donated to, sponsored, or provided grants for Heartland programs.

---

United Way of Central Florida

Florida’s Natural Growers Foundation

HOBBS Foundation

George Jenkins Foundation

George W. Jenkins Foundation within the GiveWell  Community Foundation

Embrace Families Foundation

LOBO Ranch

Echo Ministries

Foster Flock

Florida 111 Project

Caring Hearts Charities

Christmas Angels

Modern Woodmen Fraternal Financial

Florida Southern-Kappa Delta’s

Nextran Truck Centers

Website Privacy Policy

Download our Website Privacty Policy here. 

Important Forms

Provider Input Form

Compliance Documents

Budget and Compensation
Heartland for Children’s current FY Budget and Executive Compensation Report as required by 409.988 F.S. are listed below:
- Compensation Report
- Budget

Compliance Data required by Chapter 409.988 (k) F.S.:

• August Data 2024 Heartland Measure Splatbook
• September Data 2024 Heartland Measure Splatbook
• October Data 2024 Heartland Measure Splatbook

Caseload, Turnover, Home Visits, Placement, Recruitment, Services, and Conversions
Heartland For Children includes the most recent data available for the elements identified below in the weekly performance and quality improvement report published on this webpage under the Quality Improvement & Performance link for all of its subcontracted case management organizations:

• Average Caseload of Case Managers - located in packet titled "Caseload Census Information"
• Turnover Rates for Case Managers/Supervisors - located in packet titled "Case Management Organization Turnover" (Note: Rolling 12 month turnover data is also included on his webpage under the Case Management Organization Staff Turnover Data link)
• Percentage of Home Visits Completed - located in packet titled "Scorecard Measure 4 - Children Seen Every 30 Days"
• The Number of Unlicensed Placements – located in packet titled “Number of Children in Out of Home Care by Placement Type”
• Percentages and Trends for Foster Parent and Group Home Recruitment – located in packet titled “Foster Parent/Group Home Recruitment”
• The percentage of families being served through Family Support Services (in-home and out-of-home services) for the 12 previous months – located in packet titled “Number of Children Active by Service Type”
• The percentage of cases that were converted from non-judicial to judicial for the previous month – located in packet titled “Children Entering Out of Home Care”

Children’s Legal Services Staffing Rates are posted by the State of Florida Department of Children and Families at this link.

Performance on Outcome Measures
Performance on outcome measures pursuant to Florida Statute 409.988 is provided for the previous 12 months in the following document titled 409.988 and 409.986 Child Protection and Child Welfare Outcomes.  Additional outcomes and performance measure information can be found at www.heartlandforchildren.org on the About Us page under the Quality Improvement & Performance link.

409.988 and 409.986 Child Protection and Child Welfare Outcomes

Current policies related to 2023 SB 664:

• 5.400 Case Planning and Permanency

Customer Service Training Resources

- Customer Service Training PowerPoint