Goodwill Industries of Southern Arizona (GISA) is not only in the business of retail. It’s a workforce development organization dedicated to empowering individuals through education and job training. With 550 employees, 20 retail stores, six career centers, and four youth centers, GISA serves a diverse population, offering 14 programs that support adults, youth, reentry individuals, and adults with special needs.
Leading the charge in employee development is Priscilla McCraney, Director of Training and Employee Development, who oversees a team of five specialists.
The Challenge: Overcoming Turnover and Training Perceptions
GISA faced a problem similar to many in the retail industry, a 95% turnover rate in entry-level retail positions, making it difficult to retain employees and foster long-term career growth. Employees came from diverse backgrounds, with varying levels of education and work experience, making one-size-fits-all training extremely difficult.
Additionally, there was a need to shift the perception of training from being a mandatory requirement to a valuable career development tool. Many entry- level employees initially viewed training as an obligation rather than an opportunity, which limited engagement and long-term impact. Priscilla and her team sought to change this mindset by making learning more relevant, accessible, and meaningful.
“The biggest challenge was changing the mindset around training. Many employees saw it as a requirement rather than an opportunity for growth. We wanted to help them understand how these programs could directly benefit their careers.”
– PRISCILLA MCCRANEY
Director of Training and Employee Development, GISA
Objectives: Building a Future-Ready Workforce
- Establish a positive learning culture that encourages employees to see training as an investment in their future.
- Reduce turnover by equipping employees with essential skills for workplace success.
- Ensure learning is accessible and relevant for employees with different educational backgrounds.
- Expand leadership development programs to promote internal career growth.
How GISA Transformed Learning with OpenSesame
To enhance engagement and career development, GISA leveraged OpenSesame to build structured learning programs tailored to employees at all levels. Over 50 specialized programs were developed, ensuring that clear pathways for advancement existed across various departments.
A key initiative was using OpenSesame content to support Leadership Academies, two six-month training programs designed to equip employees with essential management and leadership skills. Many employees at GISA are promoted from within, often without formal leadership experience.
“Many employees move up within the organization without formal management training. Our leadership academies bridge that gap, ensuring they develop the skills necessary to lead effectively.”
– PRISCILLA MCCRANEY
Director of Training and Employee Development, GISA
Recognizing that financial stability plays a critical role in employee retention, GISA introduced mandatory budgeting courses for all new hires. Providing employees with financial literacy training allowed them to focus on long-term goals instead of short-term financial stress.
“When employees have a strong foundation in financial literacy, it reduces stress and allows them to focus on their career growth. The budgeting course has been a simple but powerful addition.”
– PRISCILLA MCCRANEY
Director of Training and Employee Development, GISA
GISA also focused on soft skills and workplace readiness training, integrating courses on time management, professionalism, and communication into onboarding and professional development programs.
“We instill the importance of workplace habits early on. Punctuality, organization, and communication skills don’t just help in an entry-level job—they’re essential for long-term career growth.”
– PRISCILLA MCCRANEY
Director of Training and Employee Development, GISA
To encourage continuous learning, employees were provided one paid hour per week for professional development. This allowed them to work on skills relevant to their roles, whether that meant improving customer service, advancing leadership capabilities, or even learning technical skills.
“We encourage employees to take ownership of their learning. Whether it’s improving grammar, learning new software, or developing leadership skills, we provide the resources to help them succeed.”
– PRISCILLA MCCRANEY
Director of Training and Employee Development, GISA
Additionally, GISA implemented proactive online safety training, assigning safety courses to employees and managers after workplace incidents to reinforce best practices and reduce future risks.
“If an injury occurs at a location, we assign safety training to both the employee and their manager to prevent future occurrences. This approach helps build a safer work environment.”
– PRISCILLA MCCRANEY
Director of Training and Employee Development, GISA
Results: Engagement, Promotions, and Career Growth
Since implementing these initiatives and partnering with OpenSesame, GISA has seen significant improvements in engagement, retention, career progression, and time savings. In FY24 alone, employees completed over 10,000 courses, surpassing organizational learning goals and setting a new target of 12,000 completions for FY25. The organization’s leadership development programs have proven especially effective, with 176 employees receiving promotions and 70% of leadership academy graduates advancing within 18 months.
Additionally, employees have embraced the opportunity to engage in continuous learning. With an average of 15.21 course enrollments per user and a 4.23 course rating, GISA’s workforce is actively engaging with training content that is both relevant and impactful. The organization’s tuition reimbursement program has also supported employees in earning GEDs, degrees, and professional certifications, further expanding career opportunities.
By leveraging the courses in OpenSesame, GISA has been able to save 5-10 hours a week instead of developing all content in-house and put that time towards building stronger relationships and improving programs.
What’s Next: Measuring Career Growth Beyond GISA
GISA is focused on tracking “positive turnover”—measuring how many employees move on to higher education or better career opportunities as a result of their training.
“Our goal is for employees to leave here saying that this program changed their lives. Whether it helped them gain financial stability, build a career, or further their education, we want them to feel empowered by their learning experience.”
– PRISCILLA MCCRANEY
Director of Training and Employee Development, GISA
With OpenSesame, GISA continues to equip employees with skills that extend far beyond the workplace, ensuring that every team member—regardless of their starting point—has the tools to succeed in their careers and beyond.
