SUMMIT 2017

THE WORKFORCE DEVELOPMENT COUNCIL OF SEATTLE-KING COUNTY PRESENTS:

INSPIRATION | INNOVATION | INTEGRATION

COLLABORATIVE PARTNERSHIPS

REDUCING DUPLICATIVE PROCEDURES CONTINUOUS QUALITY IMPROVEMENT

SEAMLESS CUSTOMER SERVICE DELIVERY

FUNCTIONAL LEADERSHIP/TEAMSSHARING BEST PRACTICES

WorkSourceWA.com WorkSourceSKC.org

DECEMBER 8, 2017SEATTLE AIRPORT MARRIOTT

3201 S 176TH ST, SEATTLE, WA

It is an honor and privilege for the Workforce Development Council of Seattle-King County to host and convene this day-long conversation. What an incredible opportunity for all of us to learn from each other, as we continue to creatively and responsively serve our job seeker and industry customers throughout the WorkSource system. The day’s focus is on sharing inspiration, innovation, and ideas directly linked to our ongoing commitment to customer-centered, integrated service delivery—seamless, relevant, and high-quality services delivered as quickly as possible. Thanks to our WorkSource Seattle-King County operator team and conference planning committee that worked so hard to make this day possible. Special gratitude is due to our system director, Beth Blanchard, and Samara Reich Thomas on our operator team, for their leadership. Thank you for the hard work that each and every one of you invest everyday—work that so positively impacts the present and future of individuals, families, and communities throughout the state of Washington. I hope there are sessions and conversations today that leave you inspired and better equipped.

Dot FalliheeInterim Chief Executive Officer

Welcome!

What is “Integrated Service Delivery?”

Integrated service delivery is the delivery of WorkSource services in a manner that braids the resources and services of WorkSource partners to seamlessly address the training and employment needs of system customers—job seekers and businesses.

7 Tenets of Integrated Service Delivery

1. Customer experience engineered so that every customer accessing WorkSource is welcomed and has a value added interaction during their first visit

2. Organization of staff and services around functions/customer needs rather than programs or agencies

3. Functional supervision/leadership in place to support functional teams as needed

4. Staff development to fulfill new roles and responsibilities and support continuous improvement

5. Robust menu of services relevant to the local/regional economy available including screening, assessment, skill development, work-readiness, and certification

6. Customer (job seeker and business) input and data used to continuously improve services

7. Co-enrollment of all new job seekers accessing WorkSource into Title III Wagner-Peyser and Title 1 Adult programs

Washington Ballroom

Salons A-D

Washington Ballroom

Salon E

Evergreen Ballroom

Salon H

Evergreen Ballroom

Salon I

7:30 - 8:30 Check-in & Networking

8:30 - 9:00 Welcome & Setting the Stage

9:15 - 10:30

Breakout Sessions

Changing Service through Customer-Centered Design

Dawn Karber & Kevin Williams

Multicultural Job Club: Turning

Passion into Action

Saiqa Syeda, Belyou Dagnew & Abdirahman Hashi

Strategic Employer Outreach in an

Integrated Setting

John Glynn

WorkSource Connection Sites:

A Strategy for Enhanced Equity & Access to Services

Liesel Schilperoort

10:45 - Noon

Breakout Sessions

Enhancing Customer

Engagement: Adding Value

to the Customer-WorkSource Transaction

Meg Winch

Using Human Centered Design to Reach Specific Populations via Group Services

Janice Brooks & Art Dreeben

Trade Adjustment Administration & Title I: Breaking Down Barriers

Andrea Inman, Kevin Logan &

Ismaila Maidadi

Establishing an American

Job Center in a Justice Facility:

LEAP2WIN Partnership

Lessons

Deanna Conwell & Sean Morrin

Noon - 1:30Lunch &

Keynote Address

Michael Karl

1:30 - 2:30

Affinity Groups

So What Does it Really Mean to be

Integrated?

Facilitated by Agnes Balassa

Customer Input & Service Delivery

Facilitated by Beth Blanchard

In-Community Outreach: Serving Customers Where

They Are

Facilitated by Debbie White

Culture Change: The Cornerstone

of Integrated Service Delivery

Facilitated by Kim Tickner

2:45 - 3:45

Panel

Integrated Service Delivery in Action:

All Means All

Moderated by Anne Masters

3:45 - 4:00 Closing & Reflection

4:00 - 5:30 Reception with No-Host Bar

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SCHEDULE

Agnes Balassa has led dozens of local, state, and national projects over the past 25 years, focused on improving the efficacy and impact of workforce development organizations, programs, and systems. Key areas of expertise include sector partnership development and facilitation, public policy development, strategic planning, and program design and implementation.

Min Song, interim Chief Operating Officer at the Workforce Development Council of Seattle-King County, has served in capacities as diverse as victim support trainer at the law enforcement academy and public relations for Pearl Jam—organizing Rock the Vote and Literacy for All initiatives. Her experience is rooted in social justice, community outreach and mobilizing, advocacy, and program and policy development for underserved communities.

Deitra Garrett is a seasoned employee of the State of Washington, with 16 of her 33 years at the Employment Security Department. She currently serves as the Integrated Services Coordinator at WorkSource Affiliate Rainier. She is also a certified practitioner of Human Centered Design, and participates in the statewide “Voices For Change” committee.

Changing Service through Customer-Centered Design Washington Ballroom: Salons A-D

Share your experiences and learn how WorkSource Spokane’s dedication to Integrated Service Delivery (ISD) and Customer Centered Design (CCD) has allowed a rethinking of customer service delivery and professional development opportunities. Based on extensive feedback and customer interviews throughout 2016, we have redesigned our center physically and functionally to make it more welcoming and easier to navigate, and have grouped staff according to customer need rather than program title.

Dawn Karber, COO for the Spokane Area Workforce Development Council, is responsible for ensuring the success of the Council’s community investments, serving as the Equal Opportunity Officer, and coordinating the region’s one-stop career center and 18 affiliated sites. She holds a MPA degree, and is a trained facilitator of the Aspen Institute’s Sector Skills Academy.

Kevin Williams is the One-Stop Operator at the WorkSource Spokane One Stop Center. He oversees the operations, customer flow, continuous improvement, and professional development training, in addition to implementation of the Integrated Service Delivery Model in coordination with the SAWDC and as prescribed by the Workforce Innovation and Opportunity Act of 2014. He holds a master’s degree in Education.

Multicultural Job Club: Turning Passion into ActionWashington Ballroom: Salon E

This break-out session provides an overview of the Multicultural Job Club Design, implementation, leadership support, role of functional teams, challenges, and some best practices for achieving results while serving a multicultural population in King County. The session suggests strategies and resources for working with diverse team members, agencies, programs, and connection sites, followed by a Q&A.

Abdirahman Hashi is a performance-driven and highly motivated human services professional with over 10 years’ experience in employment, training, voting, housing, and equity and social justice initiatives.

Saiqa Syeda designed the Multicultural Job Club and Multicultural Job Club Guide to support staff across the system launch similar projects. She is a Certified Job Club Facilitator & Career Practitioner. She currently works with Pacific Associates as WIOA Employment & Training Specialist.

Belyou Dagnew was born, raised, went to college, and started her career as an English language teacher in Ethiopia. After migrating to the US, she worked both in business and social services. She currently works for the King County Career Connections Program serving families and individuals experiencing homelessness.

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8:30 - 9:00 AM • WELCOMEPROGRAM OF EVENTS

9:15 - 10:30 AM • BREAKOUT SESSIONS

Strategic Employer Outreach in an Integrated SettingEvergreen Ballroom: Salon H

WorkSource serves two sets of customers: jobseekers and employers. This session begins with an overview of the services delivered to businesses. We’ll then take a deeper look at the systems of communication and collaboration that allow us to provide seamless services to employers.

John Glynn is the Business Services Manager for WorkSource Seattle-King County.

WorkSource Connection Sites:A Strategy for Enhanced Equity and Access to Services

Evergreen Ballroom: Salon I

The WorkSource Seattle-King County Connection Site system allows us to take the lessons learned from the “Danger of the Single Story,” and instead of providing everyone with the same thing and expecting success, allows our system to provide equitable access to opportunities through cross-agency collaboration on a local level. This system has allowed us to provide transformational opportunities in lieu of simple transactional services.

Liesel Schilperoort is a workforce development professional specializing in connecting large, robust systems to specialized organizations serving niche populations in order to enhance access to opportunity for community members facing barriers. She is an advocate for equity and works to harness all available opportunities and resources through partnerships to ensure an equal chance to thrive and succeed.

Enhancing Customer Engagement:Adding Value to the Customer-WorkSource Transaction

Washington Ballroom: Salons A-D

This breakout session provides participants with tested guidance on methods for providing superior service across customer interactions, with a focus on planning and encouraging positive and productive customer interactions within WorkSource. Receive tools and techniques to apply to your job, client interactions, and your broader site. Topics include how service providers can engage with customers across 4 stages of customer encounter, common core customer service behaviors, how to manage challenging customer interactions, and how to add value to the customer/WorkSource interaction.

Meg Winch specializes in the facilitation and training of communication and organizational skills, working with project teams to enhance the communication behaviors critical to their jobs.

Using Human Centered Design to Reach Specific Populations via Group ServicesWashington Ballroom: Salon E

Have you ever thought, “Is there a better way to create or modify workshops and get better results?” The use of Human Centered Design can provide you with the answer to that longstanding question. The best way to identify what is needed by those you intend to serve, and the best way to provide that service, is to simply ask them. Human Centered Design offers an effective methodology to identify what is needed and how to deliver it. Often the answer is not creating something new, but modifying what you already have.

Art Dreeben has served on staff at TRAC Associates as a Career Development and Placement Specialist for the last 14 years. He is a local leading expert on resume development and job search strategies.

Janice Brooks is a certified practitioner of Human Centered Design. She has a MA in Education with a concentration in Adult Learners. She brings a sense of humor to her workshops and facilitates group participation. Janice has been working in the WorkSource system for over 10 years.

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10:45 - NOON • BREAKOUT SESSIONS

Trade Adjustment Administration & Title I: Breaking Down BarriersEvergreen Ballroom: Salon H

In June 2017, Workforce Snohomish (WFS) applied for and received a $1,666,724.67 Department of Labor National Dislocated Workers Grant (NDWG) and a $400,000 Rapid Response (RR) grant from Washington State. The grants were in response to a WARN notice by Boeing, the region’s largest employer, signaling a mass layoff event that could affect up to 3,000 workers. This workshop focuses on innovations developed at the Integrated Service Delivery site set up in Lynnwood to serve participants affected by the Trade Adjustment Administration (TAA) and Employment Security Department (ESD), the WIOA title I Operator in Snohomish County. Attendees will come away with lessons learned from innovative strategy in large-scale layoff assistance including: a) integration of services, including staffing the center, co-enrollment, shared documentation, and shared case management; b) overcoming unforeseen employer complications; c) using the state’s electronic WIOA Outcome Tracking system.

Andrea Inman transplanted to Washington state in the early 80’s. Following a successful career in the private sector, Andrea began volunteering at the WorkSource Everett Office and joined the Employment Security Department (ESD) team in 2012. She is currently the Trade Assistance Act program supervisor for Snohomish, Skagit, Island, and Whatcom County. Prior to this role, Andrea was a Trade Act Case Manager, WIA Re-Employment Specialist, and a HASCO Re-Employment Specialist.

Kevin Logan is the WIOA Title I supervisor with the Employment Security Department (ESD), one of 4 organizations that deliver WIOA services in the WorkSource system in Snohomish County, along with Housing Hope, Refugee and Immigrant Services Northwest, and Seattle Goodwill (Marysville). Prior to ESD, Kevin completed a career in the United States Navy as a Master Chief Petty Officer. He has lived and worked in Snohomish County since 2004.

Ismaila Maidadi manages the Boeing National Dislocated Worker Grant and Rapid Response for Workforce Snohomish. He worked in higher education and pre-apprenticeships prior to joining Workforce Snohomish. He holds a Masters of Policy Studies from the University of Washington.

Establishing an American Job Center in a Justice Facility:LEAP2WIN Partnership Lessons

Evergreen Ballroom: Salon I

LEAP2WIN (Linking to Employment Activities Pre-Release) is a US Department of Labor grant that aims to establish specialized American Job Centers within justice facilities across the country. The aim is to forge partnerships that link individuals facing incarceration to pre-release services that are in tandem with post-release employment services, with the ultimate aim of reducing recidivism. This session will focus on the partnerships necessary to serve a very specific barriered population—the easy, the hard, and everything in between. Participants will also have the chance to think through partnerships they could forge to reach barriered populations in their areas.

Sean Morrin is a Project Manager with the Workforce Development Council of Seattle-King County. He oversees the procurement, dissemination, and management of grants related to youth employment. Sean began his work with and on behalf of Opportunity Youth as an AmeriCorps Member with City Year Seattle, and continued to work for City Year for the next 6 years, managing programming, expansion of services in south Seattle, and the growth of the organizational marketing footprint. He joined the Workforce Development Council of Seattle-King County in April 2017.

Deanna Conwell is a Career Navigator at the new WorkSource affiliate site inside the Maleng Regional Justice Center in Kent. She taught life and employment skills for many years to at-risk and special needs high school students before earning a National Certification in Employment Services and Rehabilitation. She has facilitated the development and implementation of employment training programs in corporate and non-profit settings, designed a Community Rehabilitation Program for DVR services, and launched a WorkSource Connection Site at the Millionair Club in downtown Seattle. She worked as a Trade Act Specialist with WorkSource Redmond before joining Pacific Associates in her current role.

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Thinking Outside The Box: Seeing What’s PossibleWashington Ballroom: Salons A-D

Everyone wants to think outside the box, but very few know how. As a magician and mentalist, Michael Karl makes his living by thinking differently and making the impossible possible. Michael demonstrates his magic and reverse engineers his illusions to help you rethink everyday problem solving. Enhance your thinking, shift your perspective, and discover new strategies to solve problems.

Michael Karl is a corporate speaker and mentalist for Fortune 500 companies including MARS, Indeed, AT&T, Hilton, Marriott, Priceline, Cablevision, and the NBA. He has appeared on several major media channels to demonstrate his ability to predict headlines, duplicate drawings, and read the minds of his audience. Michael is constantly asked to speak at corporate events about the psychology of sales, communication skills, body language, and much more, due to his innate ability to read the human body and its “micro signals.” In 2008, Michael demonstrated his unique take on psychology and body language by fooling a polygraph test given to him by law enforcement.

Facilitated peer-to-peer discussion on best practices, challenges, and hot topics.Bring your issues and share your experiences.

So What Does it Really Mean to be Integrated?Washington Ballroom: Salons A-D

Facilitated by Agnes Balassa

Customer Input and Service DeliveryWashington Ballroom: Salon E

Facilitated by Beth Blanchard

In-Community Outreach: Serving Customers Where They AreEvergreen Ballroom: Salon HFacilitated by Debbie White

Culture Change: The Cornerstone of Integrated Service DeliveryEvergreen Ballroom: Salon I

Facilitated by Kim Tickner

Integrated Service Delivery in Action: All Means AllWashington Ballroom: Salons A-D

Moderator: Anne Masters

During this final session of the day, hear from WorkSource leadership and staff as they share some of their greatest successes and challenges in implementing Integrated Service Delivery.

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NOON - 1:30 PM • KEYNOTE LUNCHEON

1:30 - 2:30 PM • AFFINITY GROUPS

2:45 - 3:45 PM • PANEL

3:45 - 4 PM • CLOSING REMARKS

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6

NOTES

IT TAKES GREAT COURAGE TO MAKE GREAT CHANGE.

“Dr. Stephanie Fryberg

Tulalip Tribe

American Indian Studies & Psychology

University of Washington

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NOTES

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DESCRIBEWORKSOURCE CUSTOMER CARE & INTEGRATIONIN ONE WORD.What does it mean to you? What does it look/feel like?

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Thank you to our sponsors!G

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United Parcel Service, Inc. (“UPS”) was founded in 1907 as a private messenger and delivery service in Seattle, Washington. Today, we are the world’s largest package delivery company, a leader in the U.S. less-than-truckload industry and the premier provider of global supply chain management solutions. We deliver packages each business day for 1.6 million shipping customers to 8.7 million receivers (“consignees”) in over 220 countries and territories. In 2016, we delivered an average of 19.1 million pieces per day, or a total of 4.9 billion packages. Total revenue in 2016 was $60.9 billion. We serve the global market for logistics services, which include transportation, distribution, contract logistics, ground freight, ocean freight, air freight, customs brokerage, insurance, and financing.

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First Student is the leading school transportation solutions provider in North America, moving more passengers per day than all U.S. airlines combined. The company strives to provide the best start and finish to every school day by carrying more than six million students across more than 1,300 school districts. With a team of highly trained drivers and the industry’s strongest safety record, First Student delivers reliable, quality services.

WorkSource and the Workforce Development Council of Seattle-King County are equal opportunity employers/programs. Auxiliary aids and services are available upon request to individuals with disabilities.

Washington Relay Service: 711

SeaKingWDC.org206.448.0474

info@seakingwdc.org

WorkSourceWA.comWorkSourceSKC.org

Jenny AllenBeth BlanchardCraig BruckshenNature CarterMary DolliverGeorgia Duffy

Catherine FisherDeitra GarrettJohn Glynn

Stephanie GuyBrianna KiarieJane Koelle

Anne MastersBrad McGuire

Samara Reich ThomasSaiqa Syeda

Thank you to our planning committee!

Thank you to WorkSource administrators, staff, and partners from Seattle-King County and across the state!