WORKSOURCE INTEGRATED FRONT-END SERVICES Policy: SCWDC WS-06-03 TRAINERS: Before conducting this training, please provide your training participants with a copy of the policy, and the desk aid and the Monitoring Tool for this policy. Training Delivery Design: Group

Agenda Purpose of the Policy Define Front-End Services Front-End Interview Requirements Define ‘New’ and ‘Returning WorkSource Customers’ Provision of WorkSource Services Information Facility Access Group Delivery Policy : SCWDC WS-06-03

Purpose of the Policy To provide guidance and standards for delivering a consistent level of Front-End Services through WorkSource Centers and, as applicable, affiliate sites. Group Delivery Policy : SCWDC WS-06-03

Front-End Services 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 Information to share with trainees: These three bullets are talked about in further detail in the following slides. Group Delivery Policy : SCWDC WS-06-03

Front-End Interview 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 Information to share with Trainees: ‘New’ and ‘returning’ customers is defined on the next slide. A screen shot of the SKIES registration is included on the next slide. Group Delivery Policy : SCWDC WS-06-03

Defining ‘New’ and ‘Returning’ WorkSource Customers A ‘New’ or ‘Returning’ WorkSource Customer is: A customer who is new to the WorkSource system, or A returning WorkSource customer who has not received a service for 90 consecutive calendar days and is not scheduled for future services. Information to share with trainees: Discuss why the returning customer has a 90 day time frame. Group Delivery Policy : SCWDC WS-06-03

25 Field SKIES Short Registration General Intake Date Auto-fills Social Security Number Enter – no punctuation. Double click for pseudo when needed First Name Free form text Last Name Date of Birth Use mmddyyyy format Gender Select from drop down Job Match Click for drop down to select ACTIVE when Job Match is INACTVE. Legally entitled to work in the US? Click to select – must be YES to SAVE. General/Additional Military Service? Click > YES or NO If YES, then complete a Veteran Validation Additional Dates of Service (Veteran Validation) Click >Veteran Validation – answer the questions as they appear in the pop-up boxes. * Service Connected - Disability? When YES, % entered when validated Disabled? Must be YES, NO, or NOT DISCLOSED to SAVE Staff Auto-fills with the staff logged into the system Staff Office Auto-fills with the office of the staff logged into the system Ethnicity Click to select from drop down. Race Click to select. Employment Status Select from drop down. When employed, hours are required. ESD Shared Information Click to select YES or NO. When NO, non-ESD staff will not be able to view the record. Highest grade of school completed? Attained 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). Seasonal/Farm worker Click > YES or NO In 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?” Public Assistance Recipient? Click > YES or NO. When YES, click to select TYPE of Public Assistance. Program Data Offender? Click to select YES or NO. Homeless/Runaway? If you do not have SKIES discuss your local documentation system here. Information for trainees: For the purposes of this policy the 25 field registration 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 the need/requirement for completion of fields. Group Delivery Policy : SCWDC WS-06-03

Front-End Interview Cont. 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 Information to share with Trainees: Ask: What different kinds of needs have you helped customers with? (Have a short discussion about this). Group Delivery Policy : SCWDC WS-06-03

Interactive Activity Break into 2 groups (Groups A and B). Each group spend 10 minutes brainstorming the different kinds of needs you have helped customers with. Write them down. Elect a spokesperson. The spokesperson from Group A asks Group B the most appropriate next step for each need Group A came up with. Group A is the judge of the answers. The trainer should add input as appropriate and facilitate discussion. Switch and repeat with Group A answering and Group B asking the questions. Group Delivery Policy : SCWDC WS-06-03

Provision of WorkSource Services Information 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 The Menu of Jobseeker Services Desk Aid has a template to list your offices’ unique menu. Group Delivery Policy : SCWDC WS-06-03

Facility Resources Front-End duties include guiding customers to facility resources such as: Computers Telephones Fax Machines UI Telecenter Access Points Meeting Rooms Restrooms Ask: Are there other resources not listed in this slide that front-end staff need to provide easy access to at your local site? Are there any resources you do not know how to provide access to? Group Delivery Policy : SCWDC WS-06-03

Putting the Pieces Together The Front-End Interview is one part of Front-End Service duties 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. Front End Interview SKIES registration Veteran’s Priority of Services Policy Menu of Jobseeker Services Policy Facility Resources Integration: Delivering WorkSource services in a coordinated way to improve customer outcomes, rather than based on funding source or program affiliation. Group Delivery Policy : SCWDC WS-06-03

Putting the Pieces Together “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. Group Delivery Policy : SCWDC WS-06-03

Desk Aids Here is a link to your Desk Aids: Policy Desk Aid SKIES Registration Data Field Desk Aid Group Delivery Policy : SCWDC WS-06-03

Thank You! Thank you for your thoughtful participation today! These policies are in place to promote consistency among all of the partners. One more slide to go … Desk Aids were created for each of the SCWDC policies for your reference. Group Delivery SCWDC WS 06-03

Documentation Time! Please go to the Survey Monkey survey created to document your participation in this training. https://www.surveymonkey.com/s/RF8CNMX 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. We appreciate your going to this website and filling out this very short questionnaire! Group Delivery SCWDC WS 06-03