keepingthe service
TRANSCRIPT
Keeping the SERVICE in Service Delivery Models
Thursday, November 4, 2010Victoria, BC
Judy EstrinPresident
Partners In Enterprise250.652.9203 [email protected]
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
