GET JAZZED ABOUT STAFFING

Conversation of the Day A CFO says to a CEO “what if we train our people and they leave?.....” The CEO replies, “what if we don’t train them and they stay?.....”

NMDWS Vision and Mission Vision Statement-The New Mexico Department of Workforce Solutions will be a leader in and a facilitator of a competitive workforce for the benefit of all New Mexicans. Mission Statement-Educate, Empower, Employ

Pre-Modernization Unemployment Insurance Division No specified training process, curriculum or tools UI operations was silo’d according to function Claims Adjudicators Tax QC Customer Service Skills were not a focus resulting in longer wait times, deficiencies in quality, and customer complaints UI operations was silo’d from other NMDWS functions; staff in each functional area did not understand their impact on all other processes and our customers

Unemployment Insurance Division Training Today In 2012, NMDWS established a Training Unit, which began with the hiring of a training manager Followed by the hiring of dedicated UI and ES Trainers New Curriculum created for CSA Onboarding, Adjudication, Supervisor, Manager and Tax (in progress) Curriculum is now cross-functional between UI work groups and other agency work groups, in particular where customer needs cross division boundaries

Unemployment Insurance Division Training Process and Plan New UI Staff: 5-week onboarding plan, which includes orientation to NMDWS’ services, UI business practices, Y-Jacking and navigation of UIA Guest speakers from Legal, Employment Services, Appeals, and other groups present their programs to new CSAs with an emphasis on cross-functional efficiencies “Revolutionary Customer Service” class. This is a 6 hour class where they learn about NMDWS’ mission, vision, and customer service expectations (one call resolution) along with customer service skills 2-week post-training in “UI Corral”. This is a transition period for all trainees, where they take live calls, but are overseen and “supervised” by the dedicated trainer. New employees are monitored, coached, and assisted as needed to prepare them before they join their teams on the floor Final exam must be passed prior to NMDWS certification

Unemployment Insurance Division Training Process and Plan Career-Path Development Basic CSAs are encouraged to pursue a career with NMDWS. The next career-step may be Operational CSA (BPC, TAX, Collections, Adjudicator) Training curriculum for Adjudicator position includes laws, regulations, business practices and navigation “Critical Thinking” class added to the curriculum; to further develop gathering information, deductive reasoning and making a decision which are necessary skills for this role. This class includes a presentation by the NMDWS General Counsel Curriculum includes practice with actual issues and writing comprehensive determinations Final exam must be passed prior to NMDWS certification

Unemployment Insurance Division Training Process and Plan Career-Path Development UI staff is encouraged to look into other career possibilities within the agency. This has recently included positions in Appeals, so CSA training now includes observation of actual hearings, conversations with ALJs, and high level training on the Appeals process UI staff also spend an afternoon at the local Workforce Connection office that includes presentations by the staff discussing Employment Services Message: Every single claimant is a job seeker, they are not mutually exclusive

Unemployment Insurance Division Training Process and Plan Ongoing Training and Updates Effective and ongoing training and communication is vital to UI operations UI dedicated trainer is included in all discussions regarding new programs, projects, UIA changes, or concerns in order to ensure impact to UI operations is minimal, or at least planned for This information is conveyed to UI staff via “Toolbox Talks”; a short and to the point training for staff. These are held any time there are systems enhancements/process changes and prior to any new application release

Unemployment Insurance Division Training Process and Plan Ongoing Training and Updates Whenever there are changes that have a broader impact on UI Operations, new curriculum is developed and conducted, and core training is updated accordingly Professional and personal development is encouraged through participation in in-house classes. Examples include: Interview Skills for the Internal Candidate Professionalism in the workplace Resume writing Excel SQL

Unemployment Insurance Division Training Process and Plan Quality New UI Call Evaluation forms and process introduced are in alignment with all other customer service standards CSAs and supervisors are trained on expectations, skills and frequency of monitoring Introduction of Q-Cards, which are a tool to remind CSAs of critical CS skills, and includes scripts and tips Quality standards were added to employee evaluations Regular call calibration meetings are held with all UI supervisors to address consistency, common concerns and identify training opportunities

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