Welcome to Workforce 3 One U.S. Department of Labor Employment and Training Administration Webinar Date: 2/27/14 Presented by: DJ Ralston and Brian Ingram with NDI Technical Assistance Team U.S. Department of Labor Employment and Training Administration

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Moderator: Randee Chafkin Title: Workforce Development Specialist Organization: Employment and Training Administration 3# Presenter: Miranda Kennedy Title: Director of Training for DEI, NDI Technical Assistance Team Organization: National Disability Institute

4# The DEI is focused on improving the accessibility, capacity, and accountability of America’s Job Centers to serve customers with disabilities resulting in education and career pathways that lead to unsubsidized employment and economic self-sufficiency. Training and Technical Assistance to DEI Projects is provided under U.S. DOLETA contract with NDI Consulting, Inc. and the National Disability Institute (NDI). Evaluation of the impact of the DEI Projects implementation and outcomes will be provided under U.S. DOL ODEP contract with Social Dynamics and its partners.

5# Upon completion of this training webinar, DEI grantees and participants from the public workforce system will: Understand the Access issues that people with disabilities face when trying to access programs and services of the American Job Center Network. Programmatic Access Common Access Challenges Possible Access Solutions

Presenter: DJ Ralston Title: WIA Subject Matter Expert, NDI Technical Assistance Team Organization: National Disability Institute Presenter: Brian Ingram Title: WIA Subject Matter Expert, NDI Technical Assistance Team Organization: National Disability Institute 6#

7# Review of the Workforce Development System & Access Part 1 o Wagner-Peyser and Workforce Investment Act (WIA) Services o Funding Streams o Access is defined as… Access Challenges o Programmatic Access o Myths and Misperceptions o Lack of Knowledge, Flexibility, and Inclusiveness Access Solutions o Investigating and identifying access barriers in your own system o Framing accommodation as Customer Service

Wagner Peyser Services versus WIA Adult/Dislocated Worker Services –Core Services (Wagner-Peyser) –Intensive and Training Services (WIA Adult/Dislocated Worker) Differences in Funding Streams –Consistent Block Funding –Performance Based Funding Enrollment = Access 8

9 What Are We Really Talking About?

Often when discussing Universal Access within the Workforce Development System and at the Job Center level the primary focus has been around physical, or communication accessibility. Typically the area(s) of the Job Center where these Access issues (Physical and Communication) are considered is the resource room and they are often focused on providing access to “core services”. 10

The reason for this focus is programmatic and is based on differences in funding streams that are tied to the way the Workforce Investment Act is written. Wagner-Peyser funded services (sometimes referred to as “Core” services) are funded through the annual federal budget and funding levels are determined annually by the federal government. One effect of this funding mechanism is that funding for “Core” services at the Job Center (States/Local Workforce Investment Areas [LWIA]) are not impacted by performance measures. 11

In contrast, WIA “Intensive and Training” services are funded based on a formula that takes performance into account. –The amount of funding States/LWIAs receive is predicated on the previous year’s performance measure outcomes. Additionally, a majority of “Core” customers are theoretically eligible for WIA Intensive and Training services. –However, these services are funded at levels that make it impossible to serve every “Core” customer who may be interested or able to benefit from them. 12

Because WIA funding (intensive and training services) is based on successful performance… One of the common barriers in the delivery of WIA services for customers with disabilities and/or multiple challenges to employment is the Perception/Myth that they are unable to meet the performance measures associated with accessing WIA funding. Some reasons stated for this are: 13

Common Misperceptions that create access barriers WIA Services are self-directed, mainstream services, not meant for customers with a need for high levels of support. People with disabilities and/or multiple challenges to employment need part time or low wage entry level positions and are likely not to keep a job very long and so will not meet WIA outcome performance measures. Customers with disability and/or multiple challenges to employment need targeted services and Job Center staff do not have the appropriate background or training to provide employment services to them. 14

WIA services are self directed, mainstream services not meant for customers with a need for high levels of support. Example: A customer comes to the Job Center who uses American Sign Language (ASL) to get assistance with their resume. They have a Friend with them who explains to the front desk attendant that the customer is not verbal and will need interpreting to communicate with staff. The front desk person brings the center manager over who explains to the friend that they have no budget for ASL Interpreters so the request presents an unreasonable burden under the American with Disabilities Act (ADA), and she would be better off working with VR who specializes in that sort of thing. 15

People with disabilities and/or multiple challenges to employment need part time or low wage entry level positions and are likely not to keep a job very long and so will not meet WIA outcome measures. Example: A customer is referred to the Job Center from a transitional housing program. After attending the orientation, he expresses interest in obtaining a welding certification so he can be qualified to apply for green construction jobs currently open in the community. He is scheduled to meet with a training specialist to decide if he is to be enrolled in WIA intensive services. During the meeting, the training specialist tells him that because he is in transitional housing and has committed to getting a low wage job in 90 days to maintain his housing she is unable to assist him with training but he is welcome to use the resource room to look for a more appropriate position. 16

Customers with disability and/or multiple challenges to employment need targeted services and Job Center staff do not have the appropriate background or training to provide employment services to them. Example: A customer with mental health and learning disabilities is referred to a WIA youth program from her High school Youth transition class. While participating in an eligibility meeting with a youth case manager, she discloses being prescribed a number of medications, and a history of suicide attempts. The case manager, visibly shaken, tells her that the WIA youth program does not have the necessary expertise to address her issues and refers her to a supported employment program. 17

If customers with disability and/or multiple challenges to employment encounter access barriers within the Job Center that preemptively refer them out of WIA services entirely, or steer them into core services only, it makes it very unlikely that they will be considered for participation in targeted DOL national initiatives which are usually accessed on behalf of customers enrolled in intensive services. For example: 18

Credentialing * Competency Based Models * Making low-wage and unemployed workers competitive in the global Marketplace through on-the job training * Apprenticeships * Education and training that leads to credentialing, Post-secondary education; pathways out of poverty, career pathways * Enhanced Transitional Jobs Demonstration / Ex- Offenders * Career Pathways Innovation Funds Grants (changed- see below) * Trade Adjustment Assistance, Community College and Career Training Grants Program –Transitioning Youth –Employer Initiatives Workforce Innovation Fund Career Pathways Initiatives Adult Learning/literacy Initiatives Veterans Initiatives Use of Labor Market Information, Career One-Stop Tools Initiatives High Growth & Green jobs Initiative Re-employment Initiatives 19

As a direct result of limited Access to programs and services within the Job Center, customers with disability or multiple challenges to employment, are often disheartened and do not attempt to access the Job Center at all, as Core services tend to be duplicated by many systems and are not necessarily what is needed. The lack of customers with disability or multiple challenges to employment attempting to access Job Center intensive and training services has therefore led to the creation of additional Programmatic barriers for those who do. For Example: 20

Job Center staff on the ground may: Lack flexibility when considering how to serve customers who cannot access services using standard procedures. Lack understanding of the inclusive nature of WIA eligibility. Lack fluency with accommodation technology and procedures. 21

Lacking flexibility when considering how to serve customers who cannot access services using standard procedures. For example: A customer who discloses experiencing low vision requests the presence of a service animal (a dog of indeterminate breed) While attending a Job Search Strategies workshop. The workshop instructor tells the customer that she has no way of knowing if the dog is a legitimate service animal and that she will have to come back next week without the dog to access the workshop. 22

Lacking understanding of the inclusive nature of WIA eligibility. For example: A customer who uses an electric wheelchair, a voice replication device to speak, and arrives at the Job Center with an assistant asks how to access vocational training dollars during an orientation workshop. The instructor, a little embarrassed, asks to speak with the customer after the workshop. During this meeting, she informs the customer that the Job Center is not meant for people with such significant disabilities and that VR is meant to serve customers with his level of support needs. 23

Lacking fluency with accommodation technology and procedures. For example: A Job Center customer wants to attend a resume workshop. She asks to speak with the instructor before the class and discloses that she experiences a learning disability. She then requests the use of a computer terminal equipped with “Read and Write” stating she read it was available on the center’s website. The instructor tells her that she has never received such a request in the two years she has worked for the center nor can she recall ever seeing such a statement on the website. When the customer shows her the statement, the instructor responds that she will need to check with her supervisor before she can give her a definite answer and to check back at the end of the week. 24

Resource Gaps What do we mean by Resource Gaps? The WIA (Adult and Dislocated Worker) programs offer many resources to enrolled customers but they cannot meet every need of every customer. “Resource Gaps” refer to the things a customer needs that cannot be addressed directly through WIA funded services. 25

Resource Gaps How do these Resource Gaps effect enrollment? –Because the WIA program cannot cover all needs, often people with multiple needs and/or challenges are screened out of WIA intensive and training services based on the determination that they are not “training or job ready” because of identified resource gaps –Case managers are less likely to enroll someone with identified “Resource Gaps” because they are seen as a risk to performance measures and performance measures are what dictate funding. 26

How does your Job Center Network respond to a customer disclosing disability and/or multiple challenges to employment? With preemptive referrals to other systems? By being inflexible concerning the proposed modification of procedures based on a disclosure or accommodation request? By responding to such disclosures and requests with flexibility and superior customer service? 27

Preemptive referrals to other systems. Customers who disclose multiple challenges to employment to Job Center Staff at registration are often given multiple referrals to other systems and told to return for intensive, training or support services once additional disclosed challenges have been addressed. 28

Preemptive referrals to other systems Example--Customer’s Disclosure: A customer comes into a Job Center looking for job placement assistance and expresses interest in exploring short term vocational training options. During an intake meeting for intensive services (enrollment), she discloses that her family is living in a motel, she experiences a disability that effects her mobility, and her two children are with her in the waiting area. 29

Preemptive referrals to other systems Example- Job Center Staff Response: The Job Center staff person explains that the Job Center only has Resources around placement and training and that these additional challenges need to be addressed BEFORE vocational training can be considered. The staff person then refers her to a transitional housing program for housing, Department of Health & Human Services for food stamps and childcare, and Vocational Rehabilitation for placement and training. 30

By being inflexible concerning the proposed modification of procedures based on a disclosure or accommodation request? Customers who disclose multiple challenges to employment are often scheduled for next steps at the Job Center without consideration of how their disclosed challenges might impact their ability to access those services. 31

By being inflexible concerning the proposed modification of procedures based on a disclosure or accommodation request? Example--Customer’s disclosure A customer comes into a Job Center and attends a one on one orientation to services in which the customer expresses an interest in accessing short term vocational training. The Job Center staff person schedules them for a suite of job search workshops that are considered mandatory prior to an eligibility meeting for intensive services. The customer then discloses being a veteran and to experiencing post traumatic stress from a tour of duty in Iraq. He explains that large groups of people such as may be found in a workshop might act as a trigger for his PTS and asks if there is any other way of accessing training. 32

By being inflexible concerning the proposed modification of procedures based on a disclosure or accommodation request? Example—Job Center Staff Response: The Job Center Staff Person explains that the suite of workshops are a requirement for being considered for enrollment in intensive services and that the staff are highly skilled in running the workshops, so there is really no need to be concerned. He also tells the customer that since they are a vet there are placement and training services available through the VA that might be a better fit, and that Vocational Rehabilitation might be a resource as well. 33

Preemptive referrals to other systems Screening into Core and away from Intensive Lack of confidence in addressing multiple challenges Lack of clear procedures around accommodation 34

Understanding your system’s access barriers Each state, region within a state, and even centers within a region, may have specific procedures, or practices that are creating barriers for these customers. Talk to the system’s participants and try to identify access issues specific to the area you serve. 35

Try talking to: Customers Staff Managers Partners 36

It can be helpful to [frame] your problems to create better solutions. “When you’re looking to innovate, take advantage of an opportunity, or solve a problem… one of your first steps should be to clearly define or “frame” that opportunity or problem. Your frame is how you narrow and pinpoint what you choose to solve. Better framing leads to better solutions.” Idea Sandbox, Sept sandbox.com/blog/2011/09/frame-your- problems-to-create-better-solutions/ 37

As DRCs, you will likely encounter these programmatic barriers as you work with customers and staff. Often how issues are framed can be the first step in addressing them. Here are some suggested frames to think about: Flexibility as a component of good customer service Discussing resources instead of challenges De-mystifying targeted demographics 38

Flexibility as a component of good customer service The customer is always right? Often access is denied to customers simply because the way services are delivered does not work for them, as in the example of the veteran who was not comfortable participating in group activities. Accommodation requests can seem cumbersome, exceptional, or beyond the authority of Job Center Staff to authorize. 39

Flexibility as a component of good customer service Good customer service is universally emphasized as a programmatic goal. A key component of customer service is to respond to a customer’s needs. Most accommodation requests are simple to provide and require permission to change a procedure, rather than a request that involves additional resources. 40

Discussing resources instead of challenges Often, a customer disclosing disability and or multiple challenges to employment can seem overwhelming to a Job Center Staff person, after all the center really only has very limited resources and a participant must attain very significant training, wage and placement outcomes. A customer with disability and/or multiple challenges to employment can understandably, seem like a bad risk to enroll in intensive or training services. 41

Discussing resources instead of challenges However, the challenges a customer experiences will in many cases make them eligible for additional resources outside of the Job Center, allowing with the application of the IRT model and Active Resource Coordination a clear strategy to address the challenges that might compromise a customer’s ability to attain the outcomes associated with WIA intensive or training services. 42

Discussing resources instead of challenges Focusing a discussion on the resources a customer is eligible for instead of the challenges they experience shifts the frame from a negative to a positive, helping both customer and staff to visualize a successful outcome to services. Eligibility for additional resources can lead to a richly supported training/placement plan that addresses multiple challenges simultaneously and increases the likelihood a customer will meet or exceed WIA performance measures. The DRC can train, model, and support Staff as they begin to provide Active Resource Coordination and build IRTs. 43

De-mystifying targeted demographics Often Job Center staff feel overwhelmed when presented with a Customer disclosing disability and/or multiple challenges to employment. They can feel that the services they provide are not appropriate for these customers, or that the way they provide them will not be effective. They may feel that providing accommodations or modifying center procedures on behalf of a customer is not fair to, or is done at the expense of, their other customers who are able to benefit from services without such supports. 44

Demystifying targeted demographics Disability is not a considered factor in WIA eligibility The premise of the DEI Grant is: All customers can benefit from WIA services and attain the outcomes associated with those services if they receive the appropriate supports to access them. In the context of the Workforce Investment Act, the term “mainstream services” is inclusive of all demographics, not just the demographics of those who can attain the program’s outcomes using only supports provided by WIA services directly. 45

46 On today’s training we : Reviewed the “why” of Access issues for people with multiple challenges to employment Addressed common myths and misperceptions around serving people with multiple challenges to employment. Talked about how to be solution-oriented through framing the issues so that the barriers are eliminated

47# Download materials from today’s event and review the differences between the Wagner-Peyser and WIA programs. If you have not already, attend a WIA Adult and Dislocated Worker Orientation in your Job Center or schedule an appointment to talk with the WIA Counselor(s) in your Center(s) [Note: Make sure to schedule this after Part 3 of this series] and learn about the enrollment and eligibility process. Share this 3 Part training series with your center staff as a spring board for discussion. Invite the WIA/Center Manager to join you on the next training session.

48# Workforce System 101 Training Modules U.S. Department of Labor Employment and Training Administration An introduction to the workforce system in eight parts, with each module offering the choice to learn from one of three perspectives: as a new workforce system employee, a new Workforce Investment Board (WIB) member, or a more experienced workforce system employee. Modules include: Module 1: Introduction to State and Local Workforce System Governance Module 2: The Mechanics of Workforce Funding Module 3: Workforce System Accountability Module 4: Wagner-Peyser Act and Reemployment Services Module 5: Workforce Investment Act Overview Module 6: Workforce System Services for Employers Module 7: Workforce System Scenario: Job Seeker Module 8: Workforce System Scenario: Employer Services

Speaker:DJ Ralston Title: WIA Subject Matter Expert Organization: National Disability Institute Telephone: Speaker: Brian Ingram Title: WIA Subject Matter Expert Organization: National Disability Institute Telephone: #

the 50# (Thursday, March 6 th 2014)

Thank You! Find resources for workforce system success at: 51#