keepingthe service

Keeping the SERVICE in Service Delivery Models

Thursday, November 4, 2010Victoria, BC

Judy EstrinPresident

Partners In Enterprise250.652.9203 judye@pieinc.biz

Objectives

During this session, we will:

• Discuss service models

• Discuss engaging clients

• Look at ways to Keep the

SERVICE in Service Delivery

• Brainstorm new service

models

Elements of Service

• Ability to customize program• Knowledgeable consultants• Resources and Materials• Job Development• Assessments • Access to other support services

Job Development

• Dedicated to sourcing opportunities in local community

• Posted on-line• Shared with other offices/resource centers• Usually a full time position• Job Fairs• Where networking and connections matter!

Materials• Workbooks and

Workshops– Job Search– Starting Your Own

Business– Buying a

Franchise– Becoming a

Consultant

• Library– Location– Resources– Access– Assistance in

doing research

Consultant Skills & Tools

• Ability to listen, listen, listen and synthesize• More than assessment and checking off boxes on an

assignment sheet• A touch of tough love• Ability to not internalize or take it home• Recognize issues that are beyond your scope – and

seek help for client• Out of the box thinking• A touch of a nag• Cheerleading ability• Facilitation (workshops, job clubs, meetings)

How things have changed over time

Service Model OneDeluxe – Case load - Small

• 1 on 1• Unlimited time• Materials reviewed individually• May include some group meetings for client• Coaching available for SYOB, Consulting or Buying a

Franchise• Heavy consultant time

• Job search coach/consultant• Assistance with networking • Job development• Dedicated work space• Video taped mock interviews• Access and training on resource use• Email, phone, internet• Tracking and reporting

Service Model TwoMiddle of the Road

Case load – Moderate to High• Group orientation to start• Group / class for “program”

run through – 1 – 3 days or modular

• Assigned to a consultant for follow up

• May include some group meetings for supplemental skill development or networking

• Mock interviews• Assistance with networking• Moderate to high consultant

time

• Job development / postings• Research tools / library access• Phone (local/long distance access)• Internet • Time Limited• Tracking and Reporting

Service Model ThreeRemote

Case Load - Light to Heavy

• Little or no face to face• Phone, fax, email, internet (website), podcasts• On-line resources – may be limited• Structured program with assignments• Job / Lead Development – Online postings• Minimal consultant time• Time limited service• Tracking and reporting• Online job fairs

Career Center or Centre!Usually high case load

• Usually established for 1 organization / industry• Starts “downsizing” the moment it opens – time

limited• Everything that an office has to offer – only on a

temporary basis• Job Fairs• On-going workshops• Possible that everyone starts at the same time• Life is around the hub…and information is

power!

Engaging Clients

• One-on-one: make a connection• Focus on their skills and desired outcome• Individual or Group Orientation• Reach out and touch them via phone and

email• Work assignments at end of every meeting;

always set next appointment and task• Job Clubs

The secret to keeping the service in a successful customer service

relationship is…

Make a friend.It really is that simple.

ESCEmployment Service Centre

• What do you know about the impending change?

• What are your concerns?

• How will the change affect you?

Brainstorming

• Work in assigned teams• Discuss:

– 1. What should our model be?– 2. How can we work together effectively?– 3. What do we need to do to be ready for the new

model(s) of service?

• Note your responses or pictures on flip chart• Select spokesperson to report out to group

It’s going to be about our ability to

partner…

If you would like a summary of the charts you just did, please leave me your business card with an email address