1. Integrated Services Delivery Frontline Functions The Learning Map NC Department of Commerce Division of Workforce Solutions Workforce Development Training Center

2. AGENDA Learning Map Objectives Goal of the Learning Map Experience What? How? & Why? The “Big Picture” “WOW” Overview of the Frontline Functions Table Group Activities Customer Experience Activity

3. The Learning Map… Generate awareness and understanding of the new ISD model. Allow staff to brainstorm, reach decisions, collaborate and communicate. Generate trust and understanding of each other. Have fun!!! Learning Map Objectives

4. Goal of the Frontline Functions: Learning Map Experience Participants will become better equipped to effectively assist the job-seeker with job search assistance and skill development services to provide the employer with highly skilled job candidates to meet their workforce needs.

5. What? How? & Why? What? ISD Model Functions How? Depends on each Workforce Board Why? Help Put People in Jobs

6. WELCOME EMPLOYMENT SKILLS THE “BIG PICTURE” Table Coach

7. “WOW”“WOW” “WOW” Best practices Network information Great ideas Resources Take aways Names & Phone Numbers Web addresses

12. How does the customer benefit from market awareness? How can the business contribute to the Product Box? What are the top 3 services and how do employers benefit from them? How does the employer benefit from quality job orders/referral? What strategies help develop a business relationship? How does the customer benefit from the product box? Why is the welcome process so important? How does a customer benefit from a meaningful referral? What happens when a customer is not scheduled for a next appt.?

13. QUESTIONS?QUESTIONS?

14. THANK YOU! Miranda Miller Human Resources Training & Development Specialist (919) 814-0469 Gene Scott Director NC Workforce Development Center (919) 814-0330