1. Presentation: Who’s Taking Care of the Customer? National Workforce Institute Who’s Taking Care of the Customer?

2. 2 Presentation: Who’s Taking Care of the Customer? How Solid Is Your Foundation?  Successful workforce systems don’t just happen.  They require…in fact they begin with…a solid “foundation” — a well-qualified staff.  Those don’t just happen either.

3. 3 Presentation: Who’s Taking Care of the Customer? A Systemic Approach  To build and maintain a well-qualified staff, you should: –Research –Assess –Develop –Certify

4. 4 Presentation: Who’s Taking Care of the Customer? NWI Has a Potential Solution  We’ve already defined the criteria you need for every job in your system.  We’ve already built and are using an on-line infrastructure to do specific tasks.  Board areas can “connect the dots” to: –Integrate and align tasks –Achieve greater efficiencies –Strengthen their staff (foundation)

5. 5 Presentation: Who’s Taking Care of the Customer? Who is NWI?  National Workforce Institute  Dedicated to improving performance of workforce professionals  Defined competencies related to all jobs  Provides training linked to competencies  Offers certification at two levels: –CWP (Universal competencies) –CWE (Functional competencies)

6. 6 Presentation: Who’s Taking Care of the Customer? How Does NWI Work?  NWI Pre-Assessment provides staff developmental needs data for training plans  Training focuses on universal and functional competencies required for job performance

7. 7 Presentation: Who’s Taking Care of the Customer? NWI – What Makes it Different?  Based on job analysis data  Total system approach  Focuses on identified needs

8. 8 Presentation: Who’s Taking Care of the Customer? Important NWI Tools  Universal competencies (Handout 1) –Same for every job  Functional competencies (Handout 2) –Unique to every job or job group  Job-specific matrices (Handout 3) –Lists title variations, duty descriptions, and functional competencies for every job  Course catalogs (Handout 4) –List courses to develop universal and functional competencies

9. 9 Presentation: Who’s Taking Care of the Customer? NWI Certification  Level 1 – Certified Workforce Professional (CWP)  Level 2 – Certified Workforce Expert (CWE) CWP CWE

10. 10 Presentation: Who’s Taking Care of the Customer? NWI Certification  Education and experience  Demonstrated knowledge  Demonstrated performance

11. 11 Presentation: Who’s Taking Care of the Customer? NWI Certification – Level One (CWP)

12. 12 Presentation: Who’s Taking Care of the Customer? NWI Training  Supplied by multiple vendors  Available in a variety of delivery formats

13. 13 Presentation: Who’s Taking Care of the Customer? NWI Level I Statistics  XX% of the workforce boards in Texas participating  Two departments within the Texas Workforce Commission  Boards in Wisconsin and Illinois  XXXX Level 1 Professionals  XXX Level 2 Experts

14. 14 Presentation: Who’s Taking Care of the Customer? Identified Trends/Needs  Pre-assessment “pass” rates 69%  360 “pass” rate about 75%  Final Certification “pass” rate about 87%  Training needs similar across board areas  Most common needs include: –Business Writing –Communication Skills –Conflict Resolution –Problem Solving –Team Work –Workforce Development Systems

15. 15 Presentation: Who’s Taking Care of the Customer? Implications of Identified Needs  Results may indicate organizational/system issues  Results may impact workforce performance measures

16. 16 Presentation: Who’s Taking Care of the Customer? NWI Opportunities  Focus limited training $ on greatest needs  Reduce costs of training development  Compare performance of contractors/career centers/job levels  Make decisions based on data!

17. 17 Presentation: Who’s Taking Care of the Customer? NWI Products and HR  Use NWI products in your HR processes to: –Write job descriptions –Recruit –Interview –Train and develop –Set goals –Conduct performance appraisals

18. 18 Presentation: Who’s Taking Care of the Customer? How Might NWI Help You? 1. Job Descriptions  Use the NWI job descriptions as-is OR Customize the NWI job descriptions for your board area  Look at related jobs within the function for other ideas

19. 19 Presentation: Who’s Taking Care of the Customer? How Might NWI Help You? 2. Recruiting  Base web postings & ads on NWI competencies  Be sure to highlight key universal and functional competencies related to the job

20. 20 Presentation: Who’s Taking Care of the Customer? How Might NWI Help You? 3. Interviewing  Base interview questions on NWI competencies  Ask questions about behaviors that demonstrate performance of key competencies

21. 21 Presentation: Who’s Taking Care of the Customer? How Might NWI Help You? 4. Training & Development  Base initial training plans on NWI competencies  Focus on competencies specific to the workforce system  Use NWI testing and certification as input into promotion decisions

22. 22 Presentation: Who’s Taking Care of the Customer? How Might NWI Help You? 5. Goal Setting  Base some annual goals on NWI competencies  Make professional development part of the goal-setting process

23. 23 Presentation: Who’s Taking Care of the Customer? How Might NWI Help You? 6. Performance Appraisals  Base appraisal criteria on NWI competencies  Recognize achievement of professional development goals

24. 24 Presentation: Who’s Taking Care of the Customer? Key Takeaways  DO use some form of competency-driven system to manage performance.  DON’T perform HR tasks as separate activities.  DO make sure everyone who is taking care of the customer is well-qualified, well-trained, and well-supported, AND

25. 25 Presentation: Who’s Taking Care of the Customer? NWI Contact Information  DO call NWI if you want help! –Mary Carter, Director 1-866-597-8200 –Tracey Short, Regional Program Manager 1-832-519-1416 Thank you!