1. Service Episodes Chapter 3

2. Service Episodes 3-2 Objectives Explain what a Service Episode is and how to enter one

3. Service Episodes 3-3 Service Episode (1 of 3) One of the components of Performance Management for an LWA is Employer Satisfaction The LWA is required to work with employers and is a part of the Performance Management standards The LWA should claim they have provided a service for an employer The Service Episode provides a method to ask the employer what kind of a job the LWA did In TRAC this information was call the Employee Service Record

4. Service Episodes 3-4 Service Episode (2 of 3) Service Episodes allow for the LWA to report a Service to an Employer which can be evaluated and verified as to whether an acceptable level of service was rendered Service Episodes for LWA’s are extracted quarterly and sent to Northern Illinois University’s Survey Research Lab NIU follows up with contacts for each episode at the employer An LWA can report one Service Episode per year per Employer

5. Service Episodes 3-5 Service Episode (3 of 3) Each Service Episode must have a Contact so the individual conducting the survey can interview someone who is familiar with the Services provided by the LWA Each Episode must have a Start and End Date Example: DETS’s Event LWA(s) goes to employer for a pre-layoff workshop Multiple LWA’s are providing services for the same Employer As employees are located across multiple counties Having the ability to track which LWA’s are providing service for this Employer and also follow up on the level of service provided is required for Performance Standards purposes Each LWA can claim they have provided this service to the employer by creating a service episode with the location documenting who, what, where, and when the LWA provided the service

6. Service Episodes 3-6 Adding a Service Episode Select Search Locations

7. Service Episodes 3-7 Adding a Service Episode (1 of 5) Entity associated with Location of Service Episode

8. Service Episodes 3-8 Adding a Service Episode (2 of 5) Select Location

9. Adding a Service Episode (3 of 5) Select List Service Episode

10. Service Episodes 3-10 Adding a Service Episode (4 of 5) Select Add Service Episode

11. Adding a Service Episode (5 of 5) Enter all required information

12. Service Episodes 3-12 Service Episode Results Extract to Research Lab They call the contact at the employer They document how well the LWA provided services Information comes back in Performance Management Standards

13. Service Episodes 3-13 Summary We discussed why Service Episodes are important We described the process for adding the Service Episodes