2. December 13, 2018
SCSEP Service Delivery Model and Performance I Take Care of the Customers

3. Michi McNeace
TwoTech, Inc.
Older Workers Unit

4. The Charter Oak Group, LLC
Bennett Pudlin
The Charter Oak Group, LLC
Older Workers Unit

5. Knowledge Check 1
What percentage of unsubsidized placements were… (provide answer to all 3 questions)
with host agencies?
made by the participants without any direct service to employer by SCSEP?
self-employment? 5

6. ANSWERS
Percentage of unsubsidized placements that were with host agencies:
Answer: 31%
Percentage of placements made by the participant without any substantial services to the employer by the program:
Answer: 79%
Percentage of placements that were self- employment:
Answer: 4%

7. What is the Service Delivery Model (SDM)
SCSEP is unique in the fields of employment and training and services for older adults
Only employment and training exclusively for older adults
Focuses on the hardest to serve with the least connection to the labor market
Individualized service plans (IEP) based on regular assessments
Employs universal subsidized community service as primary means to remove barriers to employment and impart essential soft skills
Provides supportive services and an array of additional paid training to give participants a leg up

8. SCSEP Core Measures
Balanced array of measures recognizes SCSEP’s dual goals
Three measures of service to participants
Service level
Community service
Most-in-need
Customer Satisfaction/Effectiveness
Three employment outcome measures
Q2 Employment
Median Earnings
Q4 Employment

9. How Program Elements Relate to Performance Measures
The measures required by Congress support the two main goals of the program and relate to critical program elements
Simplified flow chart on next slide identifies major program activity clusters and the performance measures that relate to them
The measures are also related to each other; increased performance on one measure will enhance performance on another measure

10. SL,
MiN
MiN
E2E, CSS
CS, E2E, CSS
SL, CS
E2E, E4E, ME, CSS
E2E, E4E, ME, CSS
E2E, E4E, ME, CSS

11. Quarterly Progress Report (QPR)
The QPR is designed to report performance on each of the performance measures in Sections E.
The QPR also contains critically important information in the other sections:
Section B shows customer flow and placement activity
Section C reports on community service performed
Section D presents participant demographics and characteristics
If you know how to read the QPR, it is an effective tool for both forecasting and diagnosing performance (not part of today’s presentation)
The next slides show you which QPR elements are related to which measures.

12. CS, SL SL, MIN SL, MIN SL, MIN CS, SL CS, SL, MIN Q2E, CSS Q2E, ME CSS
Q2E, Q4E, ME ME
Q2E ME
Q2E
CS, CSS SL
CS, CSS CS
SL = Service Level (E1)
CS = Community Service (E2)
MIN = Most-in-Need (E3)
Q2E = Q2 Employment (E4)
Q4E = Q4 Employment (E5)
ME = Median Earnings (E6)
CSS = Customer Satisfaction (E7)

13. MIN priority of service
MIN waiver factor

14. The Core of the SDM Community Service Assignment
CSA is designed to remove barriers to employment and develop soft skills
Critical components:
Assessment, re-assessment, and IEPs
Appropriate host agency job and rotation
Collaborative process: participant’s interests and needs; having a say in assignment and training received at CSA
Fit with host agency: capacity to meet participant’s needs; understanding of host agency’s business needs; some choice in the assignment; sufficient information about participants assigned
What to do when there is no appropriate CSA

15. A Top Down View Understanding the Participant Pool
Why this matters:
Track changing demographics
Refining service delivery model
Understanding that participants with different characteristics can have very different needs
Providing the same training and services to all participants may lead to poor outcomes for some
Recruitment priorities and strategies
Marketing to CBOs, host agencies, and employers
Targeting your resources

16. Using InfoSPACE to Analyze Participant Pool by Characteristics
Participants by Dimension shows participants by one of 40 dimensions (same as Section D of QPR)
Also shows participants by gender, age, education, or race crossed with one other dimension
Available at all levels: nationwide, all national grantees, all state grantees, grantee, sub-grantee, state, region, national grantees by state

20. Knowledge Check 2 Answer the three questions below:
Percentage of host agencies that have asked to remove a participant?
Percentage of host agencies reporting no increase in the amount of services they provide to the community as result of participating in SCSEP?
Percentage of host agencies that would have liked participants to come with more basic computer knowledge?

21. ANSWERS
Percentage of host agencies that have asked the program to remove a participant
Answer: 41%
Percentage of host agencies reporting no increase in the amount of services they provide to the community as result of participating in SCSEP
Percentage of host agencies that would have liked participants to come with more basic computer knowledge:
Answer: 30%

22. Tools for Assessing the Assignment Process
Two assessments every 12 months; should lead to job rotation and new assignment if necessary, as well as additional services
Participant survey: Q4 (expectations: why enrolled in SCSEP), Q6 (our understanding their employment interests and needs), Q10 (receiving training needed for the assignment), Q11 (having a say in the skills to be gained), Q12 (receiving appropriate computer training), Q7 (getting needed supportive services)

23. Tools for Assessing the Assignment Process
Host agency survey: Q5 (our understanding of their business needs); Q6 (getting sufficient information); Q11 (our staying in touch); Q7 (having some choice in the assignment); Q9 (participants’ preparation for CSA); Q8 (having a good match); Q12 (participants’ need for supportive services); Q13/Q14 (removal from CSA)
Two management reports on host agencies provide number of active and inactive host agencies, host agency tenure in SCSEP, average length of assignment, and average number of assignments by host agency

26. Participant Profiles
Profiles identify the clusters of characteristics that make up a significant portion of the participant pool
They can also be used to show which clusters of characteristics are associated with better and worse employment outcomes
Planned for a future release of InfoSPACE

27. Discussion
What tools have you found most useful for analyzing your participate pool and understanding their needs?
What additional tools would you like?
What tools have you found most useful for analyzing your host agency pool and understanding their needs?

28. Good Outcomes for All Self-Sufficiency Is Not Always a Job
Unsubsidized employment is a major goal of SCSEP
Regulations assume that all participants want and can achieve employment; first IEP must reflect this
Regulations also recognize that employment is not feasible for everyone (in PY 2017, only about 37% of exited participants had a placement); subsequent IEPs must reflect other forms of self- sufficiency if placement is not feasible, e.g., income supports, social engagement, volunteering

29. Top Down and Bottom Up Triaging the Participant Pool
Use both the profiles and dimensional analyses to get a comprehensive view of the participant pool and your knowledge of individual participants through their assessments and IEPs
Triaging the participant pool will enable you to identify three groups of participants:
Those most motivated and prepared for employment; these will need the least additional preparation from you and should be the easiest to place
Those interested in employment but needing significant support to become job-ready and secure a job
Those for whom employment is probably not feasible and for whom other forms of self-sufficiency should be explored

30. Knowledge Check 3A Answer the four questions below in the chat:
On a scale of 1-10, what score did participants give the program for providing them needed help to prepare for the workforce?
On a scale of 1-10, what score did participants give the program for helping them find a job?
What percentage of participants said that the computer training they received was appropriate for their needs?
What percentage of participants said that the program did not help them obtain needed social services?
3030

31. ANSWERS Score for preparing participants for the workforce
Answer: 7.9 out of 10
Score for helping participants find a job
Answer: 7.2 out of 19; lowest score in survey
Percentage that said computer training was appropriate for their needs
Answer: 65%
Percentage that said the program did not help them obtain needed supportive services
Answer: 25%

32. Knowledge Check 3B
What percentage of employers would like participants to be better prepared in each of these areas:
Computer Knowledge
Knowledge of what the job requires
How to behave with co-workers and customers
Basic employability skills

33. ANSWERS Computer Knowledge Answer: 25%
Knowledge of what the job requires
Answer: 19%
How to behave with co-workers and customers
Answer: 18%
Basic employability skills
Answer: 17%

34. Preparing Participants for Employment
CSA is the primary vehicle for removing barriers to employment, developing soft skills, and providing work experience through initial host agency job and job rotation
Additional paid training should supplement and complement that provided by the CSA; it is provided by the standard grant funds (Other Participant Costs) and ATSS 10% funding
Because dollars are limited, additional paid training should be used where it makes a difference
Participant is willing and able to take full advantage
Training will contribute to a placement at a better job

35. Tools for Assessing the Placement Process
Participant survey: Q20 (preparation for employment by sector); Q18 (preparation for success in the workforce; Q12 (appropriate computer training); Q19 (help in finding employment)
Employer Survey: Q4 (understanding of business need); Q7 (program stayed in touch); Q5 (participants had necessary skills to start the job); Q6 (participants’ need for better preparation); Q11 (attractiveness of SCSEP); Q8 (participants’ need for supportive services)

36. Tools for Assessing the Placement Process
New surveys are being developed for all employer placements and for host agencies that hire participants after the CSA
Two management reports on employers provide number of active and inactive employers, employers’ tenure with SCSEP, average number of participants by employer, and employment outcome achieved by placement. The details also show OJEs and job codes

39. Knowledge Check 4A
For each question below, indicate which group achieved the higher rate of entered employment in PY 2016
(please answer in the chat)
Hispanics, non-Hispanics, or neither
Homeless, not homeless, or neither
LEP, not LEP, or neither
Low literacy skills, not low literacy skills, or neither
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40. 4 A - ANSWERS Hispanics, non-Hispanics, or neither
Homeless, not homeless, or neither
LEP, not LEP, or neither
Low literacy skills, not low literacy skills, or neither

41. Knowledge Check 4B Hispanics, non-Hispanics, or neither
For each question below, indicate which group achieved higher average earnings (please answer in the chat)
Hispanics, non-Hispanics, or neither
Homeless, not homeless, or neither
LEP, not LEP, or neither
Low literacy skills, not low literacy skills, or neither
4141

42. 4B - ANSWERS Hispanics, non-Hispanics, or neither
Homeless, not homeless, or neither
LEP, not LEP, or neither
Low literacy skills, not low literacy skills, or neither

43. Using InfoSPACE to Analyze Employment Outcomes by Characteristics
Dimensional Analysis shows the differing rates of employment outcomes by all participants with the same one or two characteristics in as Participants by Dimension

47. Participant Profiles
You can use InfoSPACE to approximate the effects of multiple characteristics by looking for participants who have two or more of the individual barriers to employment that negatively affect entered employment; you can also do your own cross-tabs with gender, age, education, and race for the three outcome measures
Participant profiles can be used to show which clusters of characteristics make up a significant portion of the participant pool and which clusters are associated with better or worse employment outcomes

48. Some Preliminary Profile Findings About Employment Outcomes
Age has persistent effects on entered employment; with few exceptions, it is a straight line decrease. This effect persists even when other powerful characteristics, like public assistance and education, are added
High school degree seems to have a powerful effect (strong argument for adult ed and GEDs), but age still trumps education. Across all educational levels, the youngest age band enters employment 30 points more than the oldest age band
For most characteristics, rurality reduces likelihood of entered employment; e.g., rural participants on public assistance do far worse than urban participants on public assistance.
Disability is a surprising exception to the effect of rurality: Disability has almost no negative effect on rural participants; for urban participants, however, entered employment is 9 points lower for those with a disability than without disability. Rural veterans also do somewhat better than urban veterans, although both still lag non-covered persons
Increasing education from less than HS to high school deceases the effect of rurality from 9 points to 6.5 points; an associate’s degree entirely removes the effect (but this degree does not always yield higher entered employment

49. What Else We Know About Placements
Substantial service: 21.4% of all placements were due to a substantial service provided to the employer by the grantee
Question about SCSEP staff helping participants find employment received the lowest score in the participant survey
Placements with host agencies: 31.3% of all placements in PY 2017 were with host agencies
Self-employment: 4.4% of all placements were for self-employment

50. Discussion
What tools have you found most useful for analyzing your employer pool and understanding their needs?
What additional tools would you like?
What tools have you found most useful for understanding the employment needs of your participants?

52. Bennett Pudlin
Charter Oak Group, LLC