1. DEED WorkForce Center Reception and Resource Area Certification Program (RRACP) Module 2 Unit 1a: WorkForce Center System I Learning Objective 3

2. Learning Objectives 3 Resource Area  Functions  Staff  Standards

3. FUNCTIONS

4. Resource Area Functions The resource area operates similarly to a public library or personal office. Staff assistance Assistive technology equipment Computer based tools (word processing, software, typing tests) Office equipment (fax, copier, phone) Printed material (books, pamphlets) Workshops Community resources

5. Additional Services Job Searching MinnesotaWorks.net Popular internet job boards Bulletin board postings Career Planning Basic financial Aid information Career Planning Web sites Educational and training opportunities

6. Be prepared to Handle Various Situations Program questions:  Know the basic requirements of each programs  Refer customers to program information  Know who to contact Community resource information:  Housing  Targeted population, e.g. ex-offenders, older.  Taxes  Child care  Transportation  Obtaining a social security number

7. Be Prepared to Handle Various Situations Continued Technical questions:  Computer, printer, software and self-serve options  Retrieving and creating passwords/usernames  Number of copies allowed for printing  Saving a document  Appropriate saving devices  Internet navigation and e-mail applications Difficult customers or situations:  Inappropriate use of computers  Aggressive or flirtatious behaviors  Complaints  Data privacy

8. Discussion Point 1.Do you know who is the Equal Opportunity officer assigned to your WFC?

9. STAFF

10. Resource Area Staff Staffs make up varies at each WFC:  Certified Workforce Customer Representatives  Full-time or part-time  One to 40 people on a rotating schedule  Staff from different agencies or programs or partners  Volunteers – paid/non-paid  Business Service Specialist  Various levels of education and experience

11. Workforce Customer Representatives I, II and III Levels RRACP emerged as a result of inconsistent workforce development competencies and practices demonstrated throughout the state. RRACP trains and certifies reception and resource area staff in a baseline of workforce development competencies at one of three Workforce Customer Representative levels. Training gives new and existing staff an opportunity to learn new subjects and affirm and solidify existing knowledge, through which a team of workforce development professionals is build and recognized throughout the state.

12. Discussion Point 1.What are the implications of high staff rotation in resource areas? 2.What do you do to ensure you understand the needs of customers?

13. STANDARDS

14. Standards Standards provide a means to train staff, hold people accountable for their actions and ensure a level of quality of services is delivered. Additionally, expectations set forth by stakeholders, such as the Department of Labor, the Workforce Investment Act, DEED, Workforce Investment Boards and customers, are met.

15. Standard Operations Resource area staff are ready to guide customers through the full range of services and job searching and career planning processes. Direct customers to printed materials, community resources and electronic tools appropriate for their needs. Describe the full set of WFC programs and services available. Provide limited help with resumes writing and cover letters. Assistance with the self-serve options, such as CRS, Minnesotaworks.net and unemployment insurance. Help research local employers that are hiring.

16. Standard Operations Continued Provide assistance with computer literacy, such as basic computer operations, software applications, internet use and free email account registration. Help employers with MinnesotaWorks.net, available resources and recruiting job seekers. Provide high-level customer service (listening, attentiveness and willingness to help). Assistance with assistive technology equipment.

17. Customer Service Protocol Greet customers Assess needs Confirm expectations Take action

18. Resource Area KEY POINTS 1. Staffs need to be prepared to handle various situations. 2. Composition of staff varies at each WFC through which may adversely impact the quality of service provided. 3. Standards provide a means to train staff, hold people accountable for their actions and ensure a level of quality of services is delivered in addition to meeting the expectation of stakeholders. 4. The customer service protocol guides the delivery of services from the beginning to the end.

19. Recap The WFC System, a collaboration of DEED and partners, operates under the general provisions of WIA of which provides the framework for a workforce preparation and employment system. WIA governs most of the WFC programs and services through which DEED and partners are held to specific rules and regulations. WFC Programs are eligibility based except for resource area services provided to the universal customer. Standard practices ensure that a level of quality of services are delivered and expectations of stakeholders are met.

20. This completes Learning Objective 3 of Module 2, Unit 1a. Learning Objective 1: WFC Fundamentals Learning Objective 2: WFC Programs and Services Leaning Objective 3: Resource Area