The Role of the One-Stop Operator: Hear It from the Operators Themselves!

The Panelists One-Stop Operators Janice Davis, Georgia Department of Labor Benjie Hopkins, Hopkins and Associates Lynn Hamilton, ResCare Workforce Services Robert M. Gordon, IN THE DOOR

Georgia Department of Labor Janice Davis Georgia Department of Labor

GEORGIA DEPARTMENT OF LABOR: One-Stop Operations Local Areas Operated by GDOL Northwest Georgia (LWDA 1) Three Rivers Area (LWDA 8) Northeast Georgia (LWDA 9) Central Savannah River Area (LWDA 12) East Central Georgia (LWDA 13) Lower Chattahoochee (LWDA 14) Middle Flint (LWDA 15) Southern Georgia (LWDA 18)

Georgia Department of Labor Structure Structure of the One-Stop Systems Operator Staff and Structure The Number of Centers in Each Region Access Points and Electronic Access Branding of One-Stop Operations – Our Identity Deliverables and Level of Service Partner Collaborative Policies and Processes Administrative Services System Metrics Outreach Coordinating Service Delivery in the One-Stop* Firewalls and Multiple Service Delivery Contracts Reporting Structure and Firewall Career Center/Comprehensive One-Stop Management Northwest Georgia OSO Contract & OJT Services Contract

Georgia Department of Labor Year In Review Challenges Data Sharing, Metrics, and Case Management Collaboration Local Partner Buy-In and Flexibility (e.g., survey launch) The One-Stop Concept (especially in rural Georgia) Electronic Access, Customer/Staff Comfort & Practicality Highlights Regular Collaboration and Enhanced Information Sharing Move Toward Frontline Collaboration and Training Professional Development Resource Community Partner Awareness Focus in Program Year 2018 Enhancing Customer Flow between Partners Capturing Referrals System Metrics

Hopkins and Associates Benjie Hopkins Hopkins and Associates

WorkSource Georgia Mountains

WorkSource Georgia Mountains

ResCare Workforce Services Lynn Hamilton ResCare Workforce Services

Operations in two very different areas of the State South West Georgia - Comprised 14 counties with a rural footprint One Stop services for the area are co-located within 5 GA DOL locations with 1 comprehensive OneStop Center and two partner locations ( ABAC and SRTC) Year one had one FTE dedicated One Stop Operations Year two moving to 1.5 FTE Highlights: Very committed partners from July 2017 Excellent teamwork and cooperation around referrals and helping participants get connected to the services they need Challenges: Network services mgt - adding online surveys and other content Levering technology to bring services to participants

Atlanta Regional Area 1 Comprehensive Center and multiple affiliate sites within the Atlanta Region. 3 FTE supporting OneStop Operations – great initial triage and referrals. Highlights: Excellent continued response from identified required partners and other stakeholders Extended hours to support participants like ESOL in the evenings. With ARC managed networks able to easily add surveys and other tools to assist participants and collect data Challenges: Work to accommodate every partner/stakeholder request with full- time & part-time co-location within the center.

Robert M. Gordon IN THE DOOR

DeKalb City of Atlanta Macon-Bibb Coastal Georgia Middle Georgia Fulton Cobb

Overview Highlights Challenges One-Stop Operator services in Metro Atlanta, Middle Georgia, and Coastal Georgia Youth Services in Middle Georgia Training and development opportunities for WorkSource staff throughout Georgia Overview Converted all seven comprehensive sites and most affiliate sites to digital sign-in Deploying kiosk technology for self-directed registration and mobile customer sign-in Piloting video conferencing, digital orientations, integrated seating, and other exciting new initiatives in 2018 Highlights Co-location between WorkSource and other full-time partners Data collection (staff) and data sharing (systems) Inconsistent invoicing processes (documentation, cost-sharing, profit triggers, clearance time, etc.) Challenges

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