State of Washington Customer Management Staff Level Training Presentation

Customer Management: Contents Getting Started (system overview) System Navigation Working with Job Seekers Working with Employers Using TouchPoints Using Dashboards ETO Engage Impersonation Utilizing Reports

Customer Management

Support:

User Roles

Accounts – you may create your own accounts or use the below: The Job Match accounts below are provided so student can create information in Job Match and see how it integrates into Customer Management. However, in production, there is no need to have access to a Job Match account and password as staff can use the impersonate feature in Customer Management.

Terminology Participant Member of the target population; a recipient of service, known as a job seeker in the WorkSource solution. Entity A subject (typically third party) that impacts job seekers (e.g., employers, recruiters or service providers.) TouchPoints A touchpoint is an electronic form for collecting data in Customer Management. Data entered by job seekers and employers in Job Match is integrated in real time into Customer Management via touchpoint forms. Staff will also use touchpoints to capture data details for a variety of reasons, e.g., to record case notes, goal plans and progress, attendance, pre and post exams, as well as other types of information. All touchpoint data is reportable.

secure.etosoftware.com Navigate to Customer Management Initial Login: On first login, user will be required to enter their address and change password.

9 Login Difficulties Using the Wit accounts: User Name: through (multiple users may be logged on to the same account) Password: (where the 0 is a zero) Please request that users do not change the passwords for the wit accounts

System Navigation Site and Office Location (program) Navigation Methods Search functions: quick search, fly-out and navigation bar To Do List Messaging Dashboard Navigation – My Dashboard – Job Seeker Dashboard – Shortcuts Hands-On Activity

Working with Job Seekers Review: – Searching for Job Seekers – Access Job Seeker dashboard – Access Job Seeker View/Edit page – Access Job Seeker TouchPoint Review page Serving Offices Add Job seeker into an Office Location Audit Report Hands-On Activity

Working with Employers Employer Search Employer and Recruiter dashboard Employer and Recruiter account page Making edits to employer or recruiter account Dismiss employer Hands-On Activity

Using TouchPoints Review TouchPoints – Job Seeker TouchPoints integrated from Job Match Record a TouchPoint – Date of Next Contact Primary / Secondary TouchPoints Multiple Subject TouchPoints Edit TouchPoint TouchPoint Topology Hands-On Activity

Using Dashboard Standard Dashboards User Dashboard (My Dashboard) Job Seeker Dashboard Employer Dashboard TouchPoint Dashboard Dashboard Customization – on hold until at least six months of production

ETO Engage Self-Service Direct Connect – Send or schedule a phone call – Send or schedule a text message Settings Reports

Impersonation Impersonate a Job Seeker Impersonate a Recruiter Return to Customer Management

Utilizing Reports View Reports Reporting Role

User Roles

Accounts Staff Supervisors: staffsupervisors12# Enhanced Staff enhancedstaff12#

Addendum Features Available to Enhanced Staff: Merge Job Seekers Merge Employers Query Wizard Batch Uploads Features Available to Staff Supervisors Review Staff To Do View Confidential Case Note