shared customer performance & experience development are ...€¦ · wdb staff 2. center...
TRANSCRIPT
![Page 1: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/1.jpg)
Are You Really Doing ISD?Capital Area Workforce Development
Leadership
Customer Experience
Communication
Staff Development
& Training
Shared Performance & Accountability
![Page 2: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/2.jpg)
ResponseWareLog-In
Go to www.ttpoll.com on your smart phone or computer
Enter Session ID: ISD1
Push the button with the number that corresponds with your response.
The last button you push is the response that will register.
Things they will NOT do: change the channel on your TV; open your garage door…
Please leave them with us when you leave.
Mobile Phone Clickers
![Page 3: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/3.jpg)
Background Information
Serving Wake and Johnston Counties
Over 1.26 million people
Largest local area in NC by population
Six NCWorks Career Centers
Three NextGen Career Centers
Ranges from one staff to 42 staff
NCWorks Career Center in Clayton
NCWorks Career Center
at Tillery Placein Raleigh
Capital Area Workforce Development
![Page 4: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/4.jpg)
Presenters
Over 91 years of experience in workforce development combined
Jane Sterner: One-Stop System Director, Capital Area Workforce Development22 years experience in workforce development
Kenneth Gathers: Director of Operations, NCWorks Career Center18 years experience in workforce development
Chip Wood: Center Manager, NCWorks Career Center at Tillery31 years experience in workforce development
Genita Spencer: Talent Development Supervisor, NCWorks Career Center at Tillery20 years experience in workforce development
![Page 5: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/5.jpg)
WorkshopTopics
Leadership
Customer ExperienceBusinesses
Job Seekers
Communication
Staff Development & Training
Shared Performance & Accountability
![Page 6: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/6.jpg)
Who is in attendance today?
AudienceSurveyQuestion
1. WDB staff
2. Center leadership
3. Frontline staff
4. Partner staff
![Page 7: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/7.jpg)
Are you really doing ISD?
Leadership
![Page 8: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/8.jpg)
In your local area, is there a visible, known relationship between the center leadership and the Board?
1. Yes
2. Maybe
3. No
4. I don’t know
LeadershipSurvey Question
![Page 9: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/9.jpg)
Leadership Staffing Chart
Center Manager
(DWS)
TE Supervisor (DWS)
TE Staff(DWS & Contractor)
TD Supervisor (Contractor)
TD Staff(DWS & Contractor)
TES Supervisor
(Contractor)
TES Staff(DWS & Contractor)
Director of Operations
(Contractor)
![Page 10: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/10.jpg)
Leadership
Exhibits buy-in and commitment of the ISD model
Workforce Board
Division of Workforce Solutions
Service Providers
Functional Managers
Coordinates visible collaboration, information sharing and exchanging of ideas
Provides technical assistance and training
Delivers a unified message
![Page 11: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/11.jpg)
Are you really doing ISD?
Customer Experience Business Services
![Page 12: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/12.jpg)
Does your Business Services Team operate as one entity?
Customer ExperienceSurvey Question
1. Yes
2. Maybe
3. No
4. I don’t know
![Page 13: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/13.jpg)
Customer Experience
Coordinates provision of services through all partners
Represents NCWorks as a system
Promotes services seamlessly
Provides solutions in a consultative way
Builds trustworthy "transformational" relationships while balancing delivery of "transactional" services and metrics.
Business Services
![Page 14: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/14.jpg)
Are you really doing ISD?
Customer Experience Job Seekers
![Page 15: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/15.jpg)
Are Job Seeker services provided in a seamless, integrated environment?
Customer ExperienceSurvey Question
1. Yes
2. Maybe
3. No
4. I don’t know
![Page 16: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/16.jpg)
Customer ExperienceJob Seeker Services
Meet the customers where they are
Anyone can help the job seeker (Team approach)
Less handing-off of customers
Minimum waiting
![Page 17: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/17.jpg)
Are you really doing ISD?
Communication
![Page 18: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/18.jpg)
CommunicationSurvey Question
Is information shared across the local area to all staff & partners?
1. Yes
2. Maybe
3. No
4. I don’t know
![Page 19: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/19.jpg)
Communication
Open communication between all parties
Information shared throughout the Center
Branding/ Consistent message
Unified language
![Page 20: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/20.jpg)
Are you really doing ISD?
Staff Development & Training
![Page 21: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/21.jpg)
StaffDevelopment& TrainingSurvey Question
Is training inclusive of everyone?
1. Yes
2. Maybe
3. No
4. I don’t know
![Page 22: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/22.jpg)
Staff Development & Training
Conducted cohesively to all staff as a collective unit in a group setting
Delivered using virtual technology and other innovative methods
Provided specific to functional units
Selected and scheduled based on feedback/input from staff
![Page 23: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/23.jpg)
Are you really doing ISD?
Shared Performance & Accountability
![Page 24: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/24.jpg)
Shared Performance & AccountabilitySurveyQuestion
Are all staff being held accountable for common performance measures/goals?
1. Yes
2. Maybe
3. No
4. I don’t know
![Page 25: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/25.jpg)
Shared Performance & Accountability
All goals are shared with all staff
NOT agency goals, but center goals.
SMART performance goals are established based on the position held
All staff are held accountable for their goals
Updates are provided to everyone throughout the program year
![Page 26: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/26.jpg)
1. Yes
2. Maybe
3. No
4. I don’t know
So Are You Really Doing ISD?
Final Question
![Page 27: Shared Customer Performance & Experience Development Are ...€¦ · WDB staff 2. Center leadership 3. Frontline staff 4. Partner staff. Are you really doing ISD? Leadership. In your](https://reader034.vdocument.in/reader034/viewer/2022050107/5f44ed5572ebf027a37b3fc8/html5/thumbnails/27.jpg)
Genita [email protected]
Chip [email protected]
Kenneth [email protected]
Jane [email protected]
Questions?