Presentation: Who’s Taking Care of the Customer?

National Workforce Institute

Who’s Taking Careof the Customer?

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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A Systemic Approach

To build and maintain a well-qualified staff, you should:– Research

– Assess

– Develop

– Certify

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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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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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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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NWI – What Makes it Different?

Based on job analysis data Total system approach Focuses on identified needs

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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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NWI Certification

Level 1 – Certified Workforce Professional (CWP)

Level 2 – Certified Workforce Expert (CWE)

CWPCWE

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NWI Certification

Education and experience Demonstrated knowledge Demonstrated performance

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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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NWI Training

Supplied by multiple vendors Available in a variety of delivery formats

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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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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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Implications of Identified Needs

Results may indicate organizational/system issues

Results may impact workforce performance measures

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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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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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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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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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How Might NWI Help You?

3. Interviewing Base interview questions

on NWI competencies Ask questions about

behaviors thatdemonstrateperformanceof key competencies

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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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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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How Might NWI Help You?

6. Performance Appraisals Base appraisal criteria

on NWI competencies Recognize achievement

of professionaldevelopment goals

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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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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!