Training Delivery Design: Individual Recommended:  Read the policy prior to taking this training.  It is helpful to have a copy of the Desk Aid with you while you participate in this training.  The Monitoring Tool for this policy is available so you can see what staff knowledge monitors will be assessing.

1. Purpose of the Policy 2. Define Front-End Services 3. Front-End Interview Requirements 4. Define ‘New’ and ‘Returning WorkSource Customers’ 5. Provision of WorkSource Services Information 6. Facility Access Individual Delivery SCWDC Policy

To provide guidance and standards for delivering a consistent level of Front-End Services through WorkSource Centers and, as applicable, affiliate sites. Individual Delivery SCWDC Policy

Front-End Services begin the customer’s individual job search and skill improvement assistance process. Front-End Services include:  A Front-End Interview  Provision of WorkSource services information  Guiding customers to facility resources Individual Delivery SCWDC Policy These three bullets are talked about in further detail in the following slides. 4

During The Front-End Interview staff will engage with customers and:  Provide ‘new’ and ‘returning’ customers with a Front-End Interview  Complete the SKIES (25 field) Short Registration Individual Delivery SCWDC Policy ‘New’ and ‘returning’ customers is defined on the next slide. A screen shot of the SKIES registration is included on a subsequent slide. 5

A ‘New’ or ‘Returning’ WorkSource Customer is: 1. A customer who is new to the WorkSource system, or 2. A returning WorkSource customer who has not received a service for 90 consecutive calendar days and is not scheduled for future services. Individual Delivery SCWDC Policy

With your manager, discuss why the returning customer has a 90-day time frame. Individual Delivery SCWDC Policy

For the purposes of this policy the 25 field registration shown on the next slide is the minimum required. You have a copy of this table in your Desk Aid. Defer to local office policy to determine if you should complete the full 54 point registration. The Short Registration comprises fields from 3 tabs in SKIES: General, Additional, and Program Data. Discuss with your manager the need/ requirement for completion of fields. Individual Delivery SCWDC Policy If your office does NOT utilize SKIES, discuss your local documentation requirements and system. 8

GeneralIntake DateAuto-fills GeneralSocial Security NumberEnter – no punctuation. Double click for pseudo when needed GeneralFirst NameFree form text GeneralLast NameFree form text GeneralDate of BirthUse mmddyyyy format GeneralGenderSelect from drop down GeneralJob MatchClick for drop down to select ACTIVE when Job Match is INACTVE. GeneralLegally entitled to work in the US?Click to select – must be YES to SAVE. General/AdditionalMilitary Service?Click > YES or NO If YES, then complete a Veteran Validation AdditionalDates of Service (Veteran Validation)Click >Veteran Validation – answer the questions as they appear in the pop- up boxes. * AdditionalService Connected - Disability?When YES, % entered when validated AdditionalDisabled?Must be YES, NO, or NOT DISCLOSED to SAVE GeneralStaffAuto-fills with the staff logged into the system GeneralStaff OfficeAuto-fills with the office of the staff logged into the system GeneralEthnicityClick to select from drop down. GeneralRaceClick to select. GeneralEmployment StatusSelect from drop down. When employed, hours are required. GeneralESD Shared InformationClick to select YES or NO. When NO, non-ESD staff will not be able to view the record. AdditionalHighest grade of school completed?Click to select from drop down. AdditionalAttained certificate of Attendance/Completion Click > YES or NO. Used if the participant with a disability receives a certificate of attendance as a result of successfully completing an Individual Education Plan (IEP). AdditionalSeasonal/Farm workerClick > YES or NO AdditionalIn School?When YES, use the drop down to select the SCHOOL TYPE. When NO, use the drop down to select YES or NO to “Dropped out of High School?” AdditionalPublic Assistance Recipient?Click > YES or NO. When YES, click to select TYPE of Public Assistance. Program DataOffender?Click to select YES or NO. Program DataHomeless/Runaway?Click to select YES or NO. Individual Delivery SCWDC Policy

During The Front-End Interview staff will engage with customers and:  Identify customer current needs  Direct customers to the most appropriate next step to help them reach their objective Question to Consider:  What different kinds of needs have you helped customers with? Individual Delivery SCWDC Policy

Spend 10 minutes brainstorming the different kinds of needs you have helped customers with. 1. Write them down. Back at Work: Discuss with coworkers the most appropriate next step for each need you came up with. Later, discuss these ideas with your manager. Individual Delivery SCWDC Policy

Staff will:  Identify whether the customer is entitled to Veterans’ Priority of Service as a Veteran or Eligible Spouse and provide the menu of programs and services to which the entitlement applies  Provide a Menu of Jobseeker Services  Attend training about the array of employment and skill development services available at your local WorkSource site Individual Delivery SCWDC Policy The Menu of Jobseeker Services Desk Aid has a template to list your offices’ unique menu. 12

Front-End duties include guiding customers to facility resources such as:  Computers  Telephones  Fax Machines  UI Telecenter Access Points  Meeting Rooms  Restrooms Individual Delivery SCWDC Policy

1. Are there other resources not listed in this slide that front-end staff need to provide easy access to at your local site? 2. Are there any resources you do not know how to provide access to? Note and discuss with your manager if needed. Individual Delivery SCWDC Policy

Question: Why does the title of the policy use the word “Integrated”? Answer: Integration means delivering WorkSource services in a coordinated way to improve customer outcomes and a seamless customer experience accessing WorkSource services. The Front-End Interview is one part of Front-End Service duties Front End Interview SKIES registration Veteran’s Priority of Services Policy Menu of Jobseeker Services Policy Facility Resources Individual Delivery SCWDC Policy

“Integrated” Summary: When a customer interacts with the front- desk – that is their portal to access all services within WorkSource. The customer does not see the segregation of programs within the building – all they see is this is WorkSource and this is the service that I’m here to get. Individual Delivery SCWDC Policy

Here is a link to your Desk Aids:  Policy Desk Aid Policy Desk Aid  SKIES Registration Data Field Desk Aid SKIES Registration Data Field Desk Aid Individual Delivery SCWDC Policy

Thanks for your time and thoughtful responses today! Documentation is maintained for staff training on the SCWDC WorkSource Policies. One more slide to go … Individual Delivery SCWDC Policy

 Please go to the Survey Monkey survey created to document your participation in this training.   The survey provides you an opportunity to provide us with feedback about the training while also providing your WorkSource Center the required documentation of staff training. 19 Individual Delivery SCWDC Policy 06-03