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Orientation for Navigators Course 2: Processing A Ticket &
Marketing the EN
State of Iowa Workforce Partners
Employment Network
August 2008
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Customer Service vs. Competition
• Imperative DPN’s understand this & communicate this philosophy
• Outcome is serving people with the most appropriate, readily available service to achieve their employment goal.
• DPN’s need to engage with local VR/IDB folks to determine ticket assignment best fit.
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Relationship with State VR Agencies
Working agreement between VR, IDB, IWD• If person working with VR, we support the
person & counselor. If person unhappy offer to bring them together to problem solve.
• If person once had open case with VR agency, contact state lead.
• Maximize energy to problem solve
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Person wants Assign Ticket contacts the respective Navigator
1. Need to find out if assignable & if has/had case with VR
2. Schedule an appt with the person
3. Determine where one stop can best meet customer needs
4. If workforce, then DPN write the work plan
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Individual Work Plan• A written agreement – 3 components employment
plan from iworks, IWP addendum & 18 month look back.
• Both are signed by the beneficiary and the EN • Describes employment and support services
needed to reach an employment goal • Becomes effective once:
• Maximus verifies the Ticket is assignable• IWP is signed by the beneficiary (or
representative) and EN representative• Faxed to Maximus by respective Navigator
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Writing IWP
• Individualized training on using iworks to write the IWP (employment plan & addendum)
• Engage other services of the one stop
• Working with other partners for single plan protocol
• Required components
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Reassignment or Involuntary Termination of
Ticket Assignment• A ticket holder can reassign his/her ticket. Needs to be done in
writing. Navigator has template they can use. • An EN can terminate a Ticket assignment at any time if a
beneficiary is not actively participating in his/her IWP:– The EN will notify MAXIMUS – MAXIMUS will notify the beneficiary
• Upon notification, the beneficiary may:– attempt to resume active participation if the EN is willing, – Reassign his/her Ticket to another EN, – Place his/her Ticket in Inactive Status, or– Withdraw from the TTWP altogether
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Role of Navigator Implementing the EN
– State Lead oversee state EN– Regional Workforce Partners invited to
participate as part of the state EN – Local DPN responsible at local level– The navigators are a team leading the EN– Navigators need to establish trust in system!
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Marketing the Ticket
• Coordinated activities & local activities
• News Release / Website
• Referrals from One Stop system (WIA, vets, Senior Employment, Youth program)
• Refer to marketing plan
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Marketing EN by Navigator
• Orientation to workforce partners about EN (get materials from state lead or Sharepoint)
• Ongoing reminders & training about EN whenever you can
• Provide tools to front-line staff (business cards, office signage- on Sharepoint)
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Marketing by Navigator
• Market EN at MIG & WIPA events, as well as local events.
• Add EN to workforce written materials & presentations
• Promote TTW and include area EN’s. Invite area EN’s to join you.
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EN Marketing Materials
• SSA Ticket Brochures• Regional EN Inserts• TTW Displays from MIG• News Release• State EN Services flyer(reminder: include Ticket logo or statement on
other materials from your region)
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Outreach to Ticket Holders
• Workforce partners events (Job Fairs, Iowa Advantage workshops, RES, orientation to customers)
• Ticket Informational Meetings - materials available on sharepoint.
• Monthly event by DPN provide presentations to consumer groups about TTW
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Questions?
• Thank You
• Contact Mary Lynn ReVoir, Navigator [email protected]
• 866-520-8986 ext 107
• cell: 563-380-0273