Q&A With Heather Miller

Q: Where are you working now, and what’s your role?
I’m working remotely at McGraw Hill as a customer service representative. I help people troubleshoot issues, walk them through processes and make sure everything’s resolved with their educational materials. It’s structured, and I really enjoy it. The team is friendly, super helpful and the support is amazing. I’ve never made this much an hour.

What’s most important is that I didn’t have to come out of prison and scramble for work. I was able to say to probation and community corrections, “I’ve already got a job,” and that made all the difference.

Q: How did the job opportunity come about?
Chelsea Fields from the Televerde Foundation reached out to me while I was still incarcerated to ask if I’d be interested in applying. She knew I was preparing for release and believed it would be a great fit. The process included two steps: first a recorded video interview, followed by a live interview with a representative from McGraw Hill.

I was wearing my Televerde Foundation shirt during the video, so the interviewer might’ve known I was incarcerated, but they didn’t judge me for it. I was hired before I even got out. It felt amazing.

Q: What’s been the biggest challenge or turning point since reentry?
Honestly? Balancing everything. I’m in an intensive reentry program — I go to court weekly, check in with probation and attend outpatient therapy three times a week. I’m also on house arrest and working full time.

At one point, my therapy schedule got bumped back to three sessions a week, and it conflicted with my work schedule. I was so stressed. But McGraw Hill worked with me and shifted my hours so I could do both. That flexibility meant everything.

Q: What skills or lessons from the Televerde Foundation helped you most?
Definitely learning Salesforce. I had never heard of it before Televerde Foundation, and now I use it every day in my job. Beyond that, it was the mindset shift.

When I was a program aide and coordinator for Televerde Foundation inside, I got to watch women come into the program doubting themselves and leave believing in their worth. Being part of that transformation helped shape mine. I still have my program books on the shelf. I pull them out sometimes when I need a reminder to trust the process.

Q: What would you say to someone currently in the program?
You’re going to get frustrated. You’re going to want to give up. Don’t. Trust the process. The program is built to help you succeed. If you put in work, you’ll come out shining like a diamond.

Q: What would you say to employers considering second-chance hiring?
It changes lives. Having a job gave me financial stability, peace of mind and confidence. I’m standing on my own two feet, supporting my daughter and paying for my home — all because someone gave me a chance.

Without that, I might’ve been stuck in a job that barely paid the bills. Instead, I’m building a career. That’s the difference a second-chance employer can make.