WorkSource Tracking System (WTS) Gathering statistics on flow volume and the universal service activities of WorkSource customers. November 2002

Goals An automated system Reduce staff intervention, increase accuracy Track both customer volume and services used Inform continuous quality improvement efforts Reportable data Accurate, non-duplicated data for funders, stakeholders, and Center operators Compatible with SKIES for possible integration SQL – compliant database

Background The state’s joint WDC/ESD Policy Committee surveyed all WorkSource sites to determine how activity tracking was conducted To be fully effective, a common system was desired After substantial review, the system developed in the Tri-County WDA was chosen as the state-wide activity tracking system for WorkSource An Implementation Task Team was established to develop recommendations and standards for local implementation An Implementation Guide was developed for local use

How WTS Helps Customers Log in is easier and faster Log in at any Resource Lobby computer Workshop & Appointment log in at kiosks Activity tracking aids in resource procurement Accurate traffic flow data aids in adequate staffing levels to meet demand periods The Swipe Card/ID will work in every WorkSource site across the state

How WTS Helps You Services and volume are accurately reported to support funding levels for Washington’s WorkSource system. Customers are more self directed and each receives an orientation with consistent information You may be able to more quickly identify ways to help customers who are ‘spinning their wheels’.

The WorkSource Tracking System (a typical example) Customer’s first visit to WorkSource Walk In For Resource Lobby Activity Name & ID # to Resource Specialist (SSN preferred, but not mandatory) Receive personalized WorkSource card Receive orientation to WorkSource & Lobby Sign in by swiping customer card or by keying in customer number. Select services to use that day Use services as desired in Center Click the log out button

The WorkSource Tracking System Subsequent WorkSource Visits Customer: Swipes customer card or enters customer number Identifies intended activities Uses services or attends workshops as desired in Center Logs out, with final verification of services used

The WorkSource Tracking System Staff Roles Welcome and orient customer Present advantages of participation (“the “KEY” to access all our free services”) Ensure log in process Encourage log out verification of services used Reporting Summary reports available for data driven management of WorkSource Centers Individual customer activity report for case managers Statewide aggregate reporting for DOL and other WorkSource funders and stakeholders

System Security & Stability Security ESD IT staff have reviewed and verified Secure Socket Layer technology Off-line server storage Limited access to individual records Network stability Backup manual procedures Professional back-up & maintenance Redundant Server

Support For You All WorkSource staff will receive training on: How the system works How you can assist customers Language to use when discussing WTS How you can use the system yourself A local system administrator is available to answer your questions.

System Features Create a customer record in the system’s data base First Name Last Name Social Security Number

System Features Print a Membership Card From any networked computer Using a MS Word macro Enter Name & SSN Only Name prints on card SSN is encoded

System Features Customer Logs In Most WorkSource Centers are using walk up kiosks located in a high traffic area. Some local areas have located customer card readers at each PC.

System Features Customer Enters Selections Activity selections represent that day’s activities only Kiosks have touch screen monitors

System Features Case Manage- ment Staff Can access individual customer activity Produce individual customer report

Implementation Time Line December 2001 – Workforce Development Directors agree to collectively implement WTS February 2002 – WTS Steering Committee established April 2002 – System-wide parameters and management protocols established June 2003 – ISP identified, server manufactured and installed July 2002 – June 2003 Local implementation June 2003 – Statewide implementation completed

For more information… Your questions and comments are welcome. Please send them to the WTS Steering Committee, in care of: Andrew McGough Check for updateswww.washingtonworkforce.org