Customer Flow

Welcome “Team” • Greet Customers• Orientation to services• Early identification of client

objectives and needs (e.g. language, computer skills)

• Introduction to services offered at the one-stop

• Referral out when one-stop can’t address needs

Customer Flow

Documentation• Collection of personal data

required for general registration into WIA adult and Wagner-Peyser

• Automatic co-registration into WIA adult and Wagner-Peyser

• Collection or review of right-to-work documentation

• Collection or review of Selective Service and demographic information

• For UI clients requiring assistance, collect necessary data

Customer Flow

Initial Skills Assessment• Ideally self-administered• Pre-assessment, go beyond

basic skills testing to job skills testing

• Assessment of skill levels consistent with employer needs

Customer Flow

Career / Skill Coaching• Begin assisting with the

development of an employment plan• Assist clients to understand skill

strengths and gaps• Provide information on types of

jobs available with current skills• Suggest skill development path• Review & adjust client plan as

services continue• Refer appropriate clients to other

services staff• Help clients needing UI

assistance to file claim• Refer to Skill Development or

Employment Teams

Customer Flow

Skill Development “Team”

• Further Assessment• Show where skill are and

opportunity for improvement

• Suggest skill development path includes :— Basic skills— Occupational, customized or

OJT training— Computer use skills— Job-specific skills— Occupational skills— Interviewing skills— Job search skills— Using LMI skills

Customer Flow

Employment “Team”• Provide access to tools and

information that enable clients to apply the skills acquired in the one-stop to obtain employment.

• If job search is unsuccessful refer back to Skill Development for further assessment