PARTNERS FOR PROGRESS Partner/CQIT Meeting August 16, 2006

INTRODUCTIONS

CUSTOMER SATISFACTION SURVEY RESULTS

June ) The facility was welcoming, comforting and safe 4.81 Excellent104Good 19 Fair0Needs Improvement 0Dissatisfied1 2) It was easy to find my way around the agency Excellent 95 Good27Fair 1 Needs Improvement 0Dissatisfied1 3) I was treated with respect throughout my visit Excellent109Good13Fair1Needs Improvement 0Dissatisfied1 4) I was provided with accurate information Excellent104Good17Fair2Needs Improvement 0Dissatisfied1

June ) Staff assisted customers in getting the services they needed Excellent 98 Good23Fair 2 Needs Improvement 0Dissatisfied1 6) To what extent have the services met your expectations? 4.74 Excellent93Good27Fair3Needs Improvement 0Dissatisfied1 7) How well do you think the services met your ideal set of services? 4.72 Excellent96Good24Fair3Needs Improvement 0Dissatisfied1 8) Overall satisfaction received at this One Stop Center Excellent102Good21Fair0Needs Improvement 0Dissatisfied1

Percentage of Surveys Received 124 Surveys Received ÷ 376 Total First Time Visits 33 Percent

July ) The facility was welcoming, comforting and safe 4.79 Excellent126Good 24 Fair3Needs Improvement 1Dissatisfied0 2) It was easy to find my way around the agency Excellent 116 Good32Fair 5 Needs Improvement 1Dissatisfied0 3) I was treated with respect throughout my visit Excellent133Good19Fair1Needs Improvement 1Dissatisfied0 4) I was provided with accurate information Excellent124Good24Fair3Needs Improvement 3Dissatisfied0

July ) Staff assisted customers in getting the services they needed Excellent 122 Good26Fair 1 Needs Improvement 0Dissatisfied2 6) To what extent have the services met your expectations? 4.66 Excellent111Good35Fair7Needs Improvement 0Dissatisfied1 7) How well do you think the services met your ideal set of services? 4.64 Excellent108Good39Fair5Needs Improvement 1Dissatisfied1 8) Overall satisfaction received at this One Stop Center Excellent118Good29Fair6Needs Improvement 0Dissatisfied1

Percentage of Surveys Received 154 Surveys Received ÷ 427 Total First Time Visits 36 Percent

DEPARTMENT CUSTOMER SATISFACTION RATINGS June 2006

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryCore Survey Count 94 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 4.84

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryINTENSIVE Survey Count 0 1) The facility was welcoming, comforting and safe. 2) It was easy to find my way around the agency. 3) I was treated with respect throughout my visit. 4) I was provided with accurate information. 5) Staff assisted me in getting the services I needed. 6) To what extent did we meet your expectations? 7) How well do you think the services you received compare to your ideal set of services? 8) What is your overall satisfaction with the services you received from this One-Stop Center?

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryAdventure park Youth Survey Count 3 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? 7) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 4.33

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategorySanta Fe Springs Youth Survey Count 2 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 4.50

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryWhittier Youth Survey Count 25 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 4.72

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryBUSINESS-Whittier Survey Count 18 1) The services were helpful to the business. Exc ) The staff was informative when explaining services ) The business was treated with respect throughout their visit ) The staff responded to requests ) The PfP/ WorkSource Center met the business expectations ) The services were easily accessible ) Will the business continue to use our services? Yes-18 8) Services used: Business Room-2, Placement- 1, Recruitment-13, Business Networking-2, Internet- 2, EDD-2, HR Forum-2, Phones-2, On-site interview-5, Fax-1, Prescreen-3 9) Would the Business recommend our services? Yes-16, 2- No Answer

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryParamount Core Survey Count4 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 4.25

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryBUSINESS-Paramount Survey Count 0 1) The services were helpful to the business. Exc. 2) The staff was informative when explaining services. 3) The business was treated with respect throughout their visit. 4) The staff responded to requests. 5) The PfP/ WorkSource Center met the business expectations. 6) The services were easily accessible. 7) Will the business continue to use our services? Yes 8) Services used: Recruitment EDD Internet On Site interviews Labor Market 9) Would the Business recommend our services?

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryParamount Youth Survey Count5 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 4.80

DEPARTMENT CUSTOMER SATISFACTION RATINGS July 2006

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryCore Survey Count 2 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 5.00

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryINTENSIVE- Case Management Survey Count 1 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 5.00

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryCore General Survey Count 93 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 4.72

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryCore -Workshop Survey Count 9 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 4.67

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryCore -Lobby Survey Count 32 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 4.63

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryWhittier Youth Survey Count 9 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 5.00

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryBUSINESS Survey Count 0 1) The services were helpful to the business. Exc. 2) The staff was informative when explaining services. 3) The business was treated with respect throughout their visit. 4) The staff responded to requests. 5) The PfP/ WorkSource Center met the business expectations. 6) The services were easily accessible. 7) Will the business continue to use our services? 8) Services used: Recruitment EDD Business Networking Placement Business Room Labor MarketHR Forum 9) Would the Business recommend our services?

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryParamount Core Survey Count13 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 4.69

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryParamount Youth Survey Count 13 1) The facility was welcoming, comforting and safe ) It was easy to find my way around the agency ) I was treated with respect throughout my visit ) I was provided with accurate information ) Staff assisted me in getting the services I needed ) To what extent did we meet your expectations? ) How well do you think the services you received compare to your ideal set of services? ) What is your overall satisfaction with the services you received from this One-Stop Center? 4.92

Survey is based on a one through five rating. EXCELLENT = 5 GOOD = 4 FAIR = 3 NEEDS IMPROVEMENT = 2 DISSATISFIED = 1 CategoryBUSINESS-PARAMOUNT Survey Count 0 1) The services were helpful to the business. Exc. 2) The staff was informative when explaining services. 3) The business was treated with respect throughout their visit. 4) The staff responded to requests. 5) The PfP/ WorkSource Center met the business expectations. 6) The services were easily accessible. 7) Will the business continue to use our services? 8) Services used: Recruitment EDD Business Networking Placement Labor Market 9) Would the Business recommend our services?

Customer Comments June

Customer Comments – Core Veronica Mendez is an asset. She is always helprful and willing to help when ever it is needed. Everything is great. Veronica Mendez always helps me when I have computer problems. Mary was very patient with me and very sweet and respectful. Veronica was very helpful. Veronica Mendez assisted me with my resume and filing for unemployment, made it very welcoming and friendly. The help was excellent. This is a wonderful place for my job search. The staff are doing an excellent job especially when I need it. Mary and veronica have been more than helpful. They are excellent.

Customer Comments – Core Start orientation as scheduled, on time. Ensure clients not to use the computer for other purose, other than job search.

Customer Comments-Whittier Youth Everything is great the way it is. Desireee was very kind and sweet. She is very helpful. Thanks to everyone for helping. It is already very good. My Space (8)

Customer Comments- Paramount Core Keep doing things the same way. I like the way she explains to me the easy way to get a job. Thanks.

Customer Comments- Paramount Youth Heard about the youth center from a friend. I heard about the center from my mom. Center is close to my house, which is good. Blanca is excellent. Heard about you from a friend.Bring back my space. Com.

Customer Comments July

Customer Comments – Core Veronica Mendez is very helpful. She is great with everyone that comes to the center. (6) Mary is an excellent person (4) This was my first time here, and I was very satisfied with the staff. The service is very great with workers such as mary. Thank you for helping me get enrolled. Veronica Dining did an excellent job in assisting my son, she provided him with a lot of information and great ideas. Thank you. Thank you Veronica m. for all your wonderful assistance. Maybe you can give some computer classes for clients.

Customer Comments – Core Writing my social security number on the yellow paper is not safe. You cannot ask for SSN without putting a privacy act disclosure notice. We have rights. You need a new typewriter. By getting some vets from the telecu center here more information on vets benefits. You put signs on the walls that clients should put their cell phones on vibrate and not talk inside the lobby but upper management cell phone was ringing loud a couple of times and I think that’s distracting to the clients. Get faster computers. More constant one on one interaction. Get more involved in workshops. Stop asking people to write down their SSN whenever they are in office.

Customer Comments- SFS Youth Excellent services with all my needs. Everything is great.

Customer Comments- Paramount Core and Intensive Orientation was very good. The orientation was informative. It is fine as it is. I appreciate the friendly and helpful environment. Need more hours on Friday.

PARTNER REFERRAL REPORTS

Partners for Progress Statistical Reports Core services- June -Beginning Date 06/01/06 Ending Date 06/30/06  Total Visitors : 1766  Sum of First Visits 376 Sum of Lab1152 Sum of Intensive 766

Statistical Reports Cont. Total for each Referral Program from (Appointments)  Sum of Veterans 12  Sum of older Worker 0  Sum of Tri Cities ROP 0  Sum of Dept. of Rehab 6  UAII 0

Statistical Reports Cont. Total Referrals from Partners to SASSFA- Lobby Report  HACOLA- 2 Rio Hondo-4 SCADPI-1  DPSS-12 UAII-3  Tri Cities ROP -8 Title V- 2Dept. of Rehab 12  Whittier Adult- 2  EDD- 58 SASSFA-4

Statistical Reports Cont.  Total for Referrals – Universal Referral Form ( Hard Copy)  SASSFA to ROP-2  SASSFA to UAII-1  SASSFA to DOR-1

Statistical Reports Cont.  Total for Referrals Online ( April) Pfp to SASSFA-1 SASSFA to EDD-1 PfP to ROP-3 SASSFA to ROP-1 SASSFA to Whitier Union-2

Partners for Progress Statistical Reports Core services- July -Beginning Date 07/01/06 Ending Date 07/31/06 Total Visitors : 1541  Sum of First Visits 427 Sum of Lab1389 Sum of Intensive 688

Statistical Reports Cont. Total for each Referral Program from (Appointments)  Sum of Veterans 8  Sum of older Worker 0  Sum of Tri Cities ROP 0  Sum of Dept. of Rehab 36  UAII- 0

Statistical Reports Cont. Total Referrals from Partners to SASSFA- Lobby Report  Dept. of Rehab.-10 La cada-2 HACola-4  SASSFA-6 EDD-60 CRC-1 DPSS-4 Whittier Adult- 2  ROP-6 Rio Hondo-4 SCADPI-2

Statistical Reports Cont.  Total for Referrals – Universal Referral Form ( Hard Copy) SASSFA to Camino Real-1

Statistical Reports Cont.  Total for Referrals Online ( July)  Pfp ( Self Referral) to DOR-4  PfP to ROP-2  Pfp to Whittier-1

SubCommittee Updates Core Sub-Committee Youth Sub-Committee Business Sub-Committee

SASSFA Updates & Changes

Paramount Certification

Training Issues

Next Meeting September 20, 2006

ADJOURNMENT