Good Practice Examples/Global Practices/Internships

GoTeach Internship Case Study – General overview

Objective

This case study was designed with the aim of collecting good case practices to run internship activities in the framework of the GoTeach program. The results can be used as guidelines when organizing and realizing internships for young people from SOS Children’s Villages. Please note that these are only examples and suggestions and that every country should organize the project in a way that best suits the individual situation. By bringing together different approaches from six different countries across the GoTeach partnership the responsible persons should also feel encouraged to exchange experiences and work together.

Methodology

With the help of the regional coordinators, Costa Rica, El Salvador, Madagascar, Morocco, Kenya and Uganda were picked for the case study. Two different questionnaires were designed depending on the target group. There was one version for those responsible nationally at DHL and SOS Children’s Villages, including an interview, of approximately 60 minutes. The other was for interns and volunteers with a maximum duration of 30 minutes. The results are discussed in this report.

Organizational information

The number of interns differs from country to country, usually with an average between 6 and 9 interns per year. It is important to note the legal framework of the country. In most of the countries the minimum age for interns is 18 years, however, in some the limit goes down to 15 or 16, particularly for those still attending school. The younger participants in the internship program are also obliged to attend school, which means they can only work part time; however, in most of the cases, if the young person is over 18 years old, they can work full time in the internship position.

The following is important regarding the program framework:

• The legal framework (what is the minimum and maximum duration of an internship program – in some countries it cannot be shorter than one month, but also not longer than 6 months, and in rare cases, not longer than one year)
• Internal needs in the department at DHL
• The minimum duration should be sufficient for participants to really learn something
• How can more young people from SOS CV be given the chance to participate in the program

From the countries interviewed, the average duration is between 3 and 6 months, with some examples of shorter internships (Morocco – 1 or 2 months), and some examples of longer internships (El Salvador – one year).

Another aspect which is important for organizing internships is the required financial investment. Here again, it is important to first check the legal framework of the country (must interns receive a salary, and if so, how should it be calculated?). Internal DHL regulations in the countries provide guidance as to how internships are usually managed.

From what we could observe in the interviews, most of the countries offer a small financial reward so that interns are able to cover their transportation costs. Alternatively, DHL might cover the transportation costs themselves.

In addition, most of the countries offer the interns a meal every day. In some countries, interns receive an additional salary, as is the case in Kenya, where they are paid according to the internal salary structure, or in Madagascar, where the interns receive an indemnity.

Preparation and follow-up

Involving both representatives from DHL and SOS Children’s Villages in the selection process of the interns is key to success. The preparation phase in most countries starts around three months before the beginning of the internship. Firstly DHL does a gap analysis to see how many open positions they can offer in the different departments. Afterwards DHL prepares profiles for the interns needed and forwards them to SOS CV. The young people are informed about the opportunity by the team at SOS CV, who also helps them prepare the required documents (mostly CVs and sometimes also motivation letters). The main criteria for selecting candidates is their personal motivation; their studies should ideally align with the open position too. After the responsible person at DHL receives the CVs, the candidates are invited for a personal interview with HR. Those selected always start their internship with an induction phase, while those not selected receive feedback to help them understand the reasons behind the decision. During the induction phase, which lasts from a few days to one week, the interns rotate around the different departments to get a brief insight into their work. Preparing the young people for what is required in terms of business behavior, dress code, punctuality, etc., is a good idea at the induction stage to ensure they are able to adapt to the DHL environment. Thereafter, they usually stay in one position for the duration of the internship. In many countries the internship ends with a presentation in front of their team where interns talk about their tasks and the experience. After the internship there is a follow-up from SOS CV to see if the former intern gains employment. This information is forwarded to DHL if desired.

Outcomes

For most young people, the GoTeach program is their first experience in a working environment. Besides gaining knowledge of their department and the logistics business, they get become familiar with corporate culture and see the importance of punctuality and the dress code at work. They also improve their soft skills by learning how to network with colleagues and make helpful contacts for their future career path. The young people develop both personally and professionally, so that after the internship experience they are independent, better understand what they want in life, and feel prepared to work in a professional environment.

The volunteers improve their mentoring skills by working closely with the young people . Through the internship program, employees who don’t usually work in a leadership position also have the chance to gain leadership skills. The volunteers are role models for the young people and feel the impact they can make on the interns' lives. It's also an opportunity to give back to the community. Overall, volunteering contributes to their satisfaction in the workplace, making the internship activity is a win-win situation for both the intern and the volunteer.

Advice

Throughout the interviews we collected a advice to help in the smooth running of internship programs.

Firstly, most of the countries mentioned the importance of planning ahead - and as a team - with both DHL and SOS CV on board. This forms the basis for ongoing communication. During the preparation stage, it is also important to have the top management’s buy-in. But getting the employees on board is also key, so that they fully understand the program and what is expected of them before starting. Another factor to consider is how to reach a diverse group of young people by means of different kinds of internships. We observed that most of the internships offered were in the management and administration fields. It might also be worth considering the possibility of offering operational internships.

Secondly, the selection process of both young people and volunteers is crucial for the success of the internships. The profile for the young people needs to be very specific. Listening to them during the interviews is key to understanding their expectations. Thereafter a background check should be carried out in order to ensure that they can commit to a serious program over the course of several months. Volunteers must also be selected carefully so that only those who are committed are involved in the program. They should also be prepared for what is involved.

Clearly setting expectations is essential. This can be done through a proper orientation and induction at DHL offices, with a strong focus on how to respect rules and how to work. Volunteers must have a full understanding of the Code of Conduct. They also need to be patient, as interns tend to have many questions at the beginning. Another expectation that should be set with volunteers, and all employees in general, is that no distinction should be made between interns from SOS CV and any other interns. Everyone should be included in all activities (team or department meetings, informal meetings, etc.). Another idea is meeting with the SOS CV mothers to explain what is required of the young people, so that they can support them throughout the internship experience.

Finally, we collected recommendations on how important it is to have a system for monitoring and evaluating the internship activity (with some countries doing spot checks and follow-ups every month, on both sides – DHL and SOS CV). Moreover, it is recommended to give both volunteers and interns the chance to give feedback to improve the activity.

Success factors for internships

Project management process

Country in-depth review

Costa Rica

Organizational information

The internship in Costa Rica is combined with the youth education. Young people work a maximum of six hours a day and attend class afterwards. Every year around nine young people from SOS Children’s Villages work at DHL. According to the local legal requirements, participants are at least 16 years old. The tasks depend on the area the intern is working in, but there are a few general responsibilities like punctuality, sticking to the dress code and showing respect to colleagues. The interns do not receive financial remuneration but SOS Children’s Villages receives money from DHL to pay for transport from the village to the workplace and the young people get a free meal at work. The expenses DHL has for the internships are covered by the GoTeach budget.

Preparation and follow-up

Preparation for the internship program starts at least three months before the first intern arrives. The first step is planning the budget and the selection of activities for the year. Together with SOS Children’s Villages needs-based internship profiles are created, tasks are defined and the timeframe is determined. The responsible colleague at SOS CV presents the internship opportunity to the young people. The most important criteria for participation in the program are motivation and good school grades. DHL receives a list from SOS CV with all the interested young people, who are then invited to an interview at the DHL office.Next, the coordinator from DHL introduces the activity in team meetings and asks for volunteers. Interested colleagues recceive an introduction to the legal framework of the work with the young people before starting the activity. At the end of an internship, a presentation is given in front of the team, so the young people can communicate what they’ve learned. Afterwards, the DHL coordinator receives information about the development of the intern from SOS CV. They are informed if someone finds a job after the internship and sometimes they are called on to give references.

Outcomes

Coordinators: The most important takeaway for the young people is gaining knowledge and experience in a working environment. After this experience they have more faith in their skills and are more self-confident. For the volunteer, this experience shows them to value what they have in their life. They can also learn things from the young people and it’s good for them to see how the interns develop during the program.

Volunteers: They learn to work with the computer and how to deal with different programs. Time management and networking with colleagues is also improved. They achieve their own goals and this is really great to see for the volunteers. It’s a great experience.

Interns: The internship provided working experience that will be useful in the future career. Outcomes like improved self-esteem and self-assurance are a good basis for starting a job.

Advice

The selection process of the intern is a very important step as it decisive for the success of the activity. The profile has to be very specific so that those selected really fit the positions. This requires good collaboration with the partners from SOS Children’s Villages. The expectations of DHL and SOS Children’s Villages should be aligned in the beginning so that there is a positive outcome for both sides.

El Salvador

Organizational information

The interns at DHL El Salvador stay for a whole year and work part time as they attend school for the other part of the day. This timeframe is chosen because shorter internships aren’t considered helpful in getting a job later. Although employment is only legally permitted from the age of 18, an exception is possible if the person is attending school at the same time. That’s why the interns at DHL El Salvador can work there from the age of 15. There are three interns working there each year with an average age of 17 to 19 years. Their work is financially rewarded with $130 per month to pay for transportation. This is financed by DHL Express.

Preparation and follow-up

The responsible person at DHL writes the profiles for the open internship positions three months in advance before starting the activity. These profiles are used by SOS Children’s Villages to find possible candidates. The young people are supported by staff at SOS Children’s Villages staff when preparing their CVs. An important criterion is that the studies of the intern have to be aligned with the internship task. After receiving the applications Margarita Rivas from the HR office invites the candidates for a first interview. Afterwards they have another one with the vice president of the department they would like to work in. When the interns are selected dates for the internship are fixed.

Outcomes

Coordinators: The GoTeach internship program is a win-win situation both for the interns and the volunteers. They learn to identify with each other and open up. The interns gain self-esteem and observing this development is very satisfying for the volunteers.

Volunteers: By working with the interns the volunteers gain leadership skills and soft skills through accompanying them in their development.

Interns: The internship activity gives the interns the opportunity to gain work experience. For most of them it is the first time in a working environment. Afterwards they are more confident about their skills and knowledge.

Advice

It is important that there are GoTeach program contacts at both DHL and the SOS Children’s Villages, and that they are aware of the importance of their work for the success of the activities. Furthermore, no distinction should be made between interns from SOS Children’s Villages and any other intern. Everyone must be treated equally irrespective of their background.

Kenya

Organizational information

The interns at DHL Kenya must be at least 18 years old and can work in an internship position for a maximum of 6 months. However, by law, if they take a break of at least 2 weeks after this 6 months, they can then start another internship. This affords the opportunity for an extension. Usually GoTeach internships last for 3 to 6 months, depending on the commitment and performance of the intern, but also on the need in the department. The interns receive the same salary as all other interns on the basis of the internal salary structure.

Preparation and follow-up

Preparation starts at the beginning of every quarter, when a gap analysis is performed by the heads of each department and role profiles are created based on training (education) interns should have and desired character traits. Afterwards, SOS Children’s Villages does a background check of interested candidates. Shortlisting and interviewing is based on these profiles and then one last interview is carried out by DHL. Selection is made based on the profiles that best align with DHL's outlook and values. Once the interns have been selected, there is an onboarding week in which they receive an organizational induction, information on the basics of the working environment, and an introduction to their responsibilities and deliverables as well as the expectations upon them. During this induction they also get a small introduction into all the departments. Once the internship is finished, SOS Children’s Villages carries out a follow-up with the young people, and checks if they have entered employment.

Outcomes

Coordinators: Both volunteers and interns benefit from this activity: the young people become more confident and more interactive; they feel better equipped to work in a professional environment, and they have more input to shape their career options. Volunteers feel like they are role models, that they can impact another life, and that they are giving back to the community.

Interns: The interns learn to understand the culture of the corporate world and how to be professional.They learn important skills and also create a network.

Advice

It is important to plan as a team and in advance. Both DHL and SOS Children’s Villages should be involved and foster ongoing communication internally and externally on a regular basis. Ensuring both volunteers and interns are prepared is crucial. Volunteers must be committed and prepared. The interns must be given proper orientation, induction at DHL offices, and also follow-ups to ensure they are committed (checking with them how the internship is going via phone calls, SMS, and checking with DHL to see if they respect deadlines and tasks). Moreover, it is beneficial to do a background check to ensure the young people are committed to a longer program like the internship.Once selected, it is important they receive proper orientation on how to respect rules and how to work. Both volunteers and interns should have the opportunity to give feedback to improve the activity.

Madagascar

Organizational information

The interns at DHL Madagascar must be at least 18 years old and can work for a maximum of 8 hours per day. The legal framework of the country requires internships to be a minimum of 1 month and maximum of 6 months long. In some cases, the young people require an internship as the last step of their studies, and in that case, the internship needs to be for 6 months. DHL is not obliged to pay the interns a salary by law, however, they do get an indemnity, which is a fixed amount of €30/intern, for the entire time, irrespective of whether the internship is for 3 months or 6 months. DHL also pays for the transportation and food.

Preparation and follow-up

The preparation starts at the beginning of the year, when the contacts from DHL and SOS CV meet and discuss the activities in GoTeach, including internships. Afterwards, one month before the beginning of the internship, SOS CV informs all young people, and the education team at SOS CV Youth Facility collects the CVs of all those interested. The next step is pre-selection of those young people who study something related to DHL's activities. These CVs, together with cover letters, for which the candidates get support from the SOS CV, are sent to DHL. Then DHL representatives organize half a day for professional interviews with all the young people, lasting around 10 min/interview, to check their motivation and ability to keep up with the pace of the organization. At the end of the interviews, they inform each young person where they were strong and where they need to improve. After this step, DHL volunteers and SOS CV staff have a meeting to evaluate and determine in which department each young person will go, and make their selection. During the internship, there is a check-up consisting of a discussion with educational supervisors and a discussion with volunteers. The output is used to solve challenges, if there are any. At the end of the internship, the interns must prepare a report and then present it, obtaining a grade and an attestation. There is a follow-up from SOS CV, who work afterwards with the young people to ensure that their thesis is good, and that they can subsequently get a job.

Outcomes

Coordinators: Both volunteers and interns get a lot out of this activity. For the interns, the interview and presentation help them to be prepared for when they have a job interview or to present their bachelor thesis. For volunteers, they feel happy and proud, especially seeing the results interns achieved.

Volunteers: By working with the interns, the volunteers feel they are contributing to the society, especially in a country like Madagascar, where young people with an education struggle to find employment.

Interns: The internship activity gives the interns professional experience that will serve them later to find a job, as well as knowledge on how to manage professional relationships with colleagues, how to behave in the workplace, how to respect the general rules of a company.

Advice

It is important to prepare everything on time, at the beginning of the year, as well as to have a good communication between the DHL and SOS CV teams, to work as one team and help each other. Moreover, it is beneficial to get the buy-in from top management. Listening closely to the young people during their interviews is essential: ask what they want to do. Volunteers also need to be aware that interns need time, and it is important to be patient, as they will have probably many questions at the beginning.

Morocco

Organizational information

The internship lasts for one or two months during the summer holidays, so that the young people are able to work full time. Interns must be 18 or over. At DHL Morocco there are around six interns each year, always two per department. They get their lunch and transportation paid by DHL from the GoTeach budget although there is no legal obligation to pay them.The internship starts with three induction days where the interns get to know every department. Afterwards they stay in one position in the department that best suits their studies. They work on a designated project for the duration of the internship. They have their own tasks and objectives that they are responsible for.

Preparation and follow-up

Firstly those responsible from DHL and SOS Children’s Villages meet to discuss the criteria and the number of interns for the upcoming year. This information is forwarded to the youth coordinators at SOS Children’s Villages who talk to the young people and choose carefully who will work for DHL. The list of candidates is forwarded to Hajiba (GoTeach contact at DHL Morocco) who checks the CVs and distributes them to the different departments. Afterwards she meets with the managers of the departments to discuss the next internship and give them time to prepare tasks and coaching. Meanwhile the person responsible at SOS Children’s Villages prepares a contract for the internship for the insurance of SOS Children’s Villages.

During the internship Hajiba meets once a week with the managers and the intern to see how everything is going. When the internship is finished every manager writes a report about the intern. As a follow-up those responsible at DHL and SOS Children’s Villages meet again to talk about the development of the intern after the activity.

Outcomes

Coordinators: The interns learn how to be independent and develop their skills. They get taught to listen and understand better and improve their network. For the volunteers it is very rewarding to support the interns in this period of time.

Volunteers: The activity is a fulfilling experience for the volunteers. Through the internship activity, potential new employees come into their department and the program gives them access to competent colleagues that adapt easily.

Interns: The internship helps the young people to develop their personality. For many it is the first time they have to work hard and this experience prepares them for their career path.

Advice

It is important to have the managers and employees at DHL on board first. If they are not willing to have interns, the program can’t be successful. The selection of the interns must be handled very carefully to ensure the young people are aware of the opportunity they are getting and use it wisely.

In Morocco there are only internships for young people with higher education but this does not fully cover demand. One option would be to propose internships at our providers as well.

Uganda

Organizational information

The interns at DHL Uganda must be at least 18 years old, and can work in the internship position for a maximum of 4 to 6 months. DHL is not obliged by law to pay interns a salary; however, they do receive their meals and around €100/month to cover their transportation costs. The selected interns are usually students in higher institutes of education because they have a better idea of which field they want to work in. Usually the internships last for 3 months, long enoughfor a useful learning experience but short enough to give many the chace to take part.

Preparation and follow-up

The preparation starts at the beginning of the year, when those responsible at DHL and SOS CV meet and discuss the activities at GoTeach, including internships. The first step is opening the applications. This is handled by SOS CV who is in charge of advertising the opportunity to young people for about one month. They also ensure candidates are aware of the benefits of these internships. Afterwards, SOS CV staff make a shortlist and send the applications to DHL, who then shares the number of spaces available, based on the internal needs of the company. Afterwards SOS CV staff inform the young people whether they have been selected or not, and for those selected they organize a meeting to set expectations. The next step is an induction, where interns’ expectations are taken into consideration and buddies are assigned. Also during the induction the interns are given a job rotation to familiarize them with the different areas. At the end of the induction period, interns are assigned to their specific role, according to their education, and start their internship. Check-ups happen after the first month, and at the end of the internship interns need to write a report and present it in a closing ceremony. There is a follow up from SOS CV, done on quarterly basis, through communication.

Outcomes

Coordinators: Both volunteers and interns benefit from this activity. The young people get to know what is expected in the work environment, how to behave, the dos and don’ts. Volunteers gain the ability to train someone and transfer knowledge; they improve their mentorship skills.

Volunteers: For volunteers it is a great opportunity to mentor someone, to see them grow, and make a small change in their lives.

Interns: The internship activity gives the interns the chance to improve their skills, learn how to express themselves, and gain confidence. Another benefit is learning about work ethics.

Advice

It is important to clearly set expectations on both sides, as volunteers need to understand that they will need to invest a certain amount of time, and the young people need to understand that the internship positions are limited, and that the internships do not lead automatically to a job at DHL. It is also crucial to sell the idea to staff so interns are well received and do not feel inferior. For the interns to feel part of the organization, they should be included in all activities (team or department meetings, informal meetings, etc.). Another tip is to meet with the SOS mothers and explain what is happening and what is involved, so the interns can get support at home too. Finally, it is advisable to have a system of reporting and monitoring, to check if teh internship is genuinely conducive to learning.

Tips and tricks for good internship facilitation

Below is a list of advice to encourage good internship facilitation

• Define the role (The intern’s role should be clearly defined and ideally involve them working on a long-term project where they can see how they are contributing to the overall mission of the organization.)
• Set objectives (Get to know your intern. Learn about their passions and interests, and what they hope to gain from the experience.)
• Make mentoring part of the program (Identify members of staff who can assist in hosting interns. This can either be staff who will be working closely with the intern on a project, or simply a staff member with considerable insight into the organization and sector.)
• Regular check-ins (Once objectives have been identified, plan regular catch-up sessions where the intern can reflect on their progress and seek advice for further improvement.)
• Focus on feedback (Whether through a formal review process or weekly check-in conversations, ensure there is always honest feedback for the intern.)
• Final evaluation (Show appreciation at the end of the program and give an honest evaluation, including the performance and possible future opportunities for the intern.)

Giving constructive feedback

• Present your feedback with a neutral tone.
• Don’t be offensive.
• Focus on aspects you liked and things you think could be improved, and explain your opinion.
• Focus on observation rather than inference.
• Focus on behavior rather than the person.
• Provide a balance of positive and negative feedback.
• Offer specific suggestions.
• Summarize and express your support.

Review the case-study here.

Chapter lead	Susanne Novotny

Attachments

• 160426_Report_Internship_Case_Study_Final.pdf -- Martin Schmid, 17 December 2020, 09:59
• got-internship-critical-success-factors_(1).jpeg -- Martin Schmid, 17 December 2020, 09:59
• got-internship-preperation-process.jpeg -- Martin Schmid, 17 December 2020, 09:59