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Presentation: Who’s Taking Care of the Customer?
National Workforce Institute
Who’s Taking Careof the Customer?
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2Presentation: Who’s Taking Care of the Customer?
How Solid Is Your Foundation?
Successful workforce systemsdon’t just happen.
They require…in fact they begin with…asolid “foundation” — a well-qualified staff.
Those don’tjust happen either.
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3Presentation: Who’s Taking Care of the Customer?
A Systemic Approach
To build and maintain a well-qualified staff, you should:– Research
– Assess
– Develop
– Certify
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4Presentation: 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 anon-line infrastructure to do specific tasks.
Board areas can “connect the dots” to:– Integrate and align tasks
– Achieve greater efficiencies
– Strengthen their staff (foundation)
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5Presentation: 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)
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6Presentation: Who’s Taking Care of the Customer?
How Does NWI Work?
NWI Pre-Assessmentprovides staff developmental needs data for training plans
Training focuses on universaland functional competenciesrequired for job performance
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7Presentation: Who’s Taking Care of the Customer?
NWI – What Makes it Different?
Based on job analysis data Total system approach Focuses on identified needs
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8Presentation: 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
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9Presentation: Who’s Taking Care of the Customer?
NWI Certification
Level 1 – Certified Workforce Professional (CWP)
Level 2 – Certified Workforce Expert (CWE)
CWPCWE
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10Presentation: Who’s Taking Care of the Customer?
NWI Certification
Education and experience Demonstrated knowledge Demonstrated performance
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11Presentation: Who’s Taking Care of the Customer?
NWI Certification – Level One (CWP)
Step 1
Step 2 Step 3
Step 4No
Yes
No
Yes
No
Yes
Pre-Assessment
90%?
Enroll inCourses
Apply forCertification
360°Feedback
Score3.0?
Enroll inCourses
CertificationTest
90%? Certification
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12Presentation: Who’s Taking Care of the Customer?
NWI Training
Supplied by multiple vendors Available in a variety of delivery formats
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13Presentation: 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
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14Presentation: 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
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15Presentation: Who’s Taking Care of the Customer?
Implications of Identified Needs
Results may indicate organizational/system issues
Results may impact workforce performance measures
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16Presentation: 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!
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17Presentation: 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
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18Presentation: 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 NWIjob descriptions for your board area
Look at related jobs withinthe function for other ideas
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19Presentation: 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 functionalcompetencies related tothe job
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20Presentation: Who’s Taking Care of the Customer?
How Might NWI Help You?
3. Interviewing Base interview questions
on NWI competencies Ask questions about
behaviors thatdemonstrateperformanceof key competencies
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21Presentation: 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 workforcesystem
Use NWI testing andcertification as inputinto promotion decisions
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22Presentation: 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 thegoal-setting process
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23Presentation: Who’s Taking Care of the Customer?
How Might NWI Help You?
6. Performance Appraisals Base appraisal criteria
on NWI competencies Recognize achievement
of professionaldevelopment goals
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24Presentation: Who’s Taking Care of the Customer?
Key Takeaways
DO use some form ofcompetency-drivensystem to manageperformance.
DON’T perform HR tasksas separate activities.
DO make sure everyone who is takingcare of the customer is well-qualified,well-trained, and well-supported, AND
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25Presentation: 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!