1. Maximizing Your ROI Through Backroom Operations Homer Boone WORKFORCE CENTRAL FLORIDA, Center Manager December 7, 2011

2. Background Region 12 implemented a Backroom Operations Unit in August 2011 The Backroom Operations Unit is made up of 14 FTE’s that supports 5 counties throughout Region 12 Performance standards have been established for each staff Monthly monitoring occurs and reports are released real-time

3. Local Backroom Operations Perspective Backroom Operations is viewed as :  Centralized approach to provide more direct services to job seekers  A timely means of documenting and monitoring job seeker services  Reduces the margin of error by centralizing data entry  Minimizes data entry requirements of front line staff

4. Movement of Activities From Front- Line to Backroom Operations Take the concept of a baseball team:  Manager/Coach: Coordinates the Team  First Base: Reporting  Second Base: UI/PREP/REA Management  Third Base: UI Re-Employment Services  Home Plate: Placements  Pitchers: Entry, intermediate and advanced front line staff  Catcher: Backroom Support Staff  Designated Hitters: Specialized Staff

5. Manager/Coach Assigns the right staff in the line-up Cross-trains staff for all positions Substitutes for poor performance/absence Monitors and evaluates performance Tracks and records data Recognizes and rewards top performers Develops game plan

6. First Base Reporting  Maintain accurate and update records of staff performance, including placements  Conduct internal QA on services entered in EFM and respond to monitoring report  Communicate with HELP DESK on programmatic issues  Research data for state monitoring

7. Second Base UI/PREP/REA Management  Manage PREP sign-in sheets and assessment documentation  Verify all services are entered and documented in approved LOP format  Ensure all PREP/REA schedules are conducted within established guidelines  Manage technical assistance to job seekers

8. Third Base Finance Services to Employers Services to Jobseekers Legacy Programs Communication and Public Affair’s WCF Board ARRA UI Re-Employment Services  Manage UI Call Center functions - phone calls returned within 24 hours and all emails are followed up on  Monitoring of service codes entered in EFM and case notes  Conduct random customer service surveys  Outreach to Florida Ready to Work assessed job seekers

9. Home Plate Placements  Review reports for outcomes of job orders and placement  Managing and entering Regional placements  Verifying data for accuracy and LOP compliance  Validate placement information from BH10, BD01, IHR, special hiring events, etc.  Conduct follow-up contact with job seekers

10. Pitchers Entry, intermediate and advanced front line staff  Re-Employment Specialist (RES)  Universal Placement Specialist (UPS)  Veteran Representatives (LVER/DVOP)  Resource Room Technicians  Front Desk CSR Focus on serving the customer - both employers and job seekers

11. Catchers Backroom Support Staff

12. Designated Hitters Staff that perform specialized functions  Regional IHR Staff  Regional PREP/Bonding Specialist  PREP CSR  Supercharged Skills Facilitators  Mobile Unit Coordinator  Online Support Technician  UC Customer Support Call Center CSR

13. Best Practices Consistency in EFM data entry Updated/Real-time tracking reports Crossed-trained Staff Time invested in backroom staff development training can yield high ROI Success stories from job seekers

14. Questions

15. For more Information Contact Homer Boone Hboone@wcfla.com 407-531-1222 ext. 2076