1. SCSEP Employer Customer Satisfaction Surveys
December 18, / 3:00 p.m. Eastern

2. Welcome to Workforce3 One!

3. Submitting Questions: Closed Chat
To submit a question, type the question in the text field and press your Enter/Return key.
Please enter the name to whom the question is directed.
Your name and your question will appear on your screen, indicating successful submission.
Questions are directly transmitted to presenters—no other participants will see your questions.
Text Field
Gary, where can I find today’s PPT?

4. Practice
In the Chat Room, please type the name of your organization, your location, and how many people are attending with you today.

5. Access to Webinar Resources
Recordings and transcripts are available within 2 business days after the event.

6. Featured Speakers Presenters: Moderator:
Phil Hostetter, SCSEP National Office
Bennett Pudlin, Charter Oak Group
Barry Goff, Charter Oak Group
Moderator:
Judith Gilbert, SCSEP National Office

7. Objectives
Purpose of employer surveys
How to administer the surveys
How to use the survey results

8. Why Survey Employers?
It’s required by law
Survey results are publicly reported additional performance measures

9. Why Survey Employers?
Find out what employers think about SCSEP and the quality of placements
Use survey results for outreach to employers, Chambers of Commerce, etc.
Improve service to employers
Use their feedback to improve services and tell them you’re doing so
Improve your employer relationships and your placements
Conducting the survey tells employers you value them as customers and builds your relationship

10. Highlights from the Last Survey
Employers give SCSEP very high customer satisfaction scores – higher than WIA programs
The local project’s behavior significantly impacts employer satisfaction
Employers give high ratings to participants’ job skills except for their skills with computers
56% of employers report that they would be more inclined to use the program if it provided a subsidy for hiring participants, but sub-recipients rarely use OJEs
For more highlights from the last survey, click here; for the full survey report, click here

11. How Are the Surveys Administered?
Since sub-recipients deal directly with employers and placements, they are in the best position to administer employer surveys
Employers are surveyed throughout the year, soon after a placement

12. Which Employers Are Surveyed?
DO survey:
Only the first placement with an employer per program year (regardless of grantee!)
Employers who engaged with the sub- recipient in connection with the placement, even if the placement has failed
DON’T survey:
Host agencies who hire participants
Self-employed participants

13. When and How Are Employers Surveyed?
Generally at the time of Follow-Up 1
Within days of the placement – even if the placement has failed
How:
Alert employer at the time of placement that the survey will be coming
In-person, if possible

14. Creating the Employer Survey Packet
Follow instructions in the Employer Survey Kit:
Cover letter:
Printed on original sub-recipient letterhead
Person who did the placement signs in blue ink
Reply envelope:
Needs a “live” first-class stamp
In the upper left corner, put the name & return address of person who signed the cover letter

15. Getting Credit for the Survey
You must enter the survey into Field 23 of the Unsubsidized Employment Form in SPARQ!
The survey number is on the back of the survey
Fill in the date on which the survey was delivered or mailed

16. Tracking the Survey
Dataprep sends all grantees and sub- recipients an every Monday with a list of all surveys received
Monitor these s for 2 weeks after the week the survey is delivered
If the survey number does not appear, mail a second survey…

17. Sending a Second Survey
Follow instructions in the Employer Survey Kit
Call the employer using the supplied script
Prepare and mail follow-up letter, survey, reply envelope, and mailing envelope – just like you did for the first survey
You must enter the new survey number and date of mailing in Field 24 of the Unsubsidized Employment Form in SPARQ

18. Problems with Survey Administration
We have not been able to report on employer surveys since 2008, due to:
Failure to deliver surveys to qualified employers
Failure to deliver second surveys
Failure to enter survey numbers and dates of delivery into SPARQ

19. Chat Question
What steps can grantees take to ensure that sub-recipients are administering the employer survey properly?

20. Please enter your questions into the Chat Room!
Question and Answer Period
Please enter your questions into the Chat Room!

21. Resources
PY 2006 Employer Survey Report
Handout: What We Know from the Last Employer Survey
Employer Survey Kit

22. More questions about the employer survey? Contact:
Barry Goff, Charter Oak Group

23. Share Your Ideas with Your Peers!

24. Access to Webinar Resources
Recordings and transcripts are available within 2 business days after the event.

25. Stay Informed, Get Connected!

26. THANKS! www.workforce3one.org
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