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StandardtandardOperatingperatingProceduresrocedures

TABLE OF CONTENTS

IntroductionAbout Us z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii

About this Manual z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Job Seeker ServicesPurpose z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

F1 – Initial Customer Contact z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2FI (a) – Welcome the Customer – . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3F1 (b) – Identify Customer Needs – . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8F1 (c) – Assess Customer Hard Skills – . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-10

F2 – Determine Customer Direction z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-12F2 (a) – Provide Career Counseling – . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-13

F4 – Improve Customer Skills z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-17F4 (a) – Determine customer needs . – . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .F4 (b) – Follow up on customer activities – . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .F4 (c) – Assess customer achievement of learning goals – . . . . . . . . . . . . . . . . . . . . . . .

Business ServicesPurpose z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Procedures z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Critical Steps z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Youth ServicesPurpose z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

Procedures z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Critical Steps z . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

T.B.D.

iWorkforce Solutions © 2008.

Version 1.1-lr, 8/1/08

INTRODUCTION

NOTES

WORKFORCE SOLUTIONS Standard Operating Procedures

iiWorkforce Solutions © 2008. Version 1.1-lr, 8/1/08

INTRODUCTION

About Us

Workforce Solutions is the Workforce development board serving the Texas Rio Grande Valley counties of Hidalgo, Starr and Willacy . We deliver publicly-funded employment and training services through a network of partners located throughout the region . Our goal is to provide businesses, employers, job seekers and employees with the resources needed to succeed in an ever-changing world .

Core Values

To accomplish this goal . Workforce Solutions is committed to leading change, connecting people, and improving potential . Our core values are:

Commitment z

Integrity z

Innovation z

Business Model

Our service delivery processes are designed to provide quality services to three groups of customers in each of our Workforce centers:

Job Seeker Services z

Business Services z

Youth Services z

Uniformity in center operations is critical for a positive corporate identity with these customers . The delivery of consistent and high quality services leads to well-prepared job candidates, successful job placements, and satisfied employers who rely on Workforce Solutions to satisfy their employment needs . To achieve uniformity, we have established Standard Operating Procedures that support each service delivery process . These procedures are part of the Workforce Quality Management System .

iiiWorkforce Solutions © 2008.


INTRODUCTION

Transformation

Current Situation Transformation & improvement Desired Outcomes

Feedback & Improvement



Customer Focused

Empowered Organization

Programmatic Institutional Mind Set

Steering Committee

Cross Functional

Teams

Establish S.O.P.'s

Customer Feedback

Measure Outcomes

Programmatic Internally Focused

Rigid State Perf. Measures Compartmentalized

New Contract Service Delivery Model

Steering Committee

Establish S.O.P.'s

Measure Outcomes

Evaluate & Adjust

Employers Seek WFS Skills match Jobs

More People Place Costs Reduced

Applicants Prepared

Steering Committee

Industry Task Force

WorkFORCE Intelligence

Customer Feedback

Measure Outcomes

Customer Focus - Applicant

Customer Focus - Business

Standard Operating Procedures provide guidelines for daily work . They allow each member of the Workforce Solutions team to contribute in a manner that supports our organizational goal . This manual is designed to help you understand – and implement – those procedures .


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ABOUT THIS MANUAL

Organization

The procedures in this manual are organized according to our service delivery processes . Each process targets a particular customer group:

Job Seekers Services (Customer Solutions) z

Businesses Services (Consultative Approach) z

Youth Services z

Each section of the manual begins with a purpose . The purpose explains why the process is used or important to us .

Following the purpose is a process flowchart. The process flowchart shows the procedures involved in the process . Procedures are specific actions we take to complete a process. Each procedure is numbered on the flowchart to show the sequence of operations . Major steps in a process are indicated by the letter F and number (F1, F2, F3, etc .) . Substeps that support each step are indicated by a number and a lower case letter (1a, 1b, 1c, etc .) .

Supporting information related to each procedure includes:

Critical Steps z – the actions required to serve the customer directly

Support Functions z – the indirect or “behind the scene” actions required to complete the critical steps

Tools Needed z – the equipment, materials, or documents needed to complete the procedure correctly

Audit Tool z – the in-house Workforce Solutions auditing tool used to monitor the procedure

Regulatory Reference z – the programmatic or regulatory requirements related to each procedure (if appropriate)

The Table of Contents allows you to easily find information related to any procedure.

vWorkforce Solutions © 2008.


INTRODUCTION

Icons

Icons (or symbols) are used to flag key points.

Valuable information

Look for forms

Critical Thinking/

Professional Judgment

Requires a request

Document in WIT

Document in TWIST


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Job Seeker ServiceS

Purpose

Our Customer Solutions process is designed to provide customers with prompt and accurate services when they enter a Workforce center. Prompt and accurate services result in high levels of customer satisfaction.

customers must be continuously engaged in a meaningful activity that responds to their needs.

F1 aWelcome Customer

Greet and ask howWorkforce Solutions

can help

F1 bIdentify Customer Needs

Interview to identifybasic needs

F1 cAssess Hard Skills

AdministerProve It!

F4 aDetermine Needs

F4 bFollow Up

Words for Work Skills Brush-up

GED AttainmentCustomer Service Skills

Facilitate WorkshopsWork Experience

F6 aFollow Up

OJTITA

Customized

F4 c & F6 bAssessment or

credential showsJob ready?

StaffingSolutions

F3 bIndustry Specific Assessment

F3 cJob Specific Assessment

F3 dValidation?

F3 eIssue Seal of Approval

F5 aJob Development

Present Information to EmployerSchedule Interview

Employer Requested

Job Specific Assessment

F5 bPrep Job Seeker & Employer

F5 cDebrief Job Seeker & Employer

F5 dSuccessful

Job Placement

F5 eQuality Management Step

(Satisfaction and Retention)Follow up

Skills Skills SolutionsSolutionsSMSM Staffing Staffing SolutionsSolutionsSMSM

Customer Customer SolutionsSolutionsSMSM

F1F1

F4F4 F3F3

OBP DirectedFee for ServiceF6F6

F5F5

F3 aType of

Assessment?

YES

NO

YES

YES

NO

NO

Requires Industry Validation

NeedsOccupation Specific

Training

NeedsBasicSkills

Customer Seeking WorkFORCE Solutions

F2 aDetermine

Customer DirectionCareer CounselingIndustry/Job Match

WIT

F2F2

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F1 – Initial customer contact

Fi (a) – Welcome the customer

F1 (b) – identify customer needs

F1 (c) – Assess customer hard skills

outcome: Customer is promptly greeted and connected with

the right service.



can help




AdministerProve It!

F4 aDetermine Needs

F4 bFollow Up




F6 aFollow Up

OJTITA

Customized



StaffingSolutions



F3 dValidation?


F5 aJob Development


Employer Requested




F5 dSuccessful

Job Placement





F1F1

F4F4 F3F3


F5F5

F3 aType of

Assessment?

YES

NO

YES

YES

NO

NO



Training

NeedsBasicSkills


F2 aDetermine


WIT

F2F2


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F1 (a) – Welcome the customer

Critical Steps

1. Greet the customer.

Welcome the customer to the Workforce center. Smile, make eye contact, and show the customer you are happy to see him/her.

2. Ask how Workforce Solutions can help.

Ask a few key questions (in English or Spanish) to help determine the customer’s direction or flag target populations.

Is this your first visit to our office? —What brings you here today? —Were you sent by another agency? —Do you need to see someone in particular? —Do you need help finding a job or are you interested in training? —

3. Listen to customer requests.Use active listening to determine the purpose of the customer’s visit. Pay special —attention to requests for specific service or information. Make a quick assessment of services or staff available to help.Tell the customer how Workforce Solutions can meet his/her needs and —expectations. Provide a brief overview of services related to the customer’s request.If this is a first-time visit, provide the customer with a Welcome Packet. —


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4. Ask the customer to sign in.

If the customer is already entered in the Customer Tracking System (CTS),

The customer swipes his/her driver’s license or state ID to sign in. Customers a. without either of these documents may enter their Social Security number via the key pad. Customer selects the purpose of the visit:b.

Has appointment with – Select the name of the staff person from the i. dropdown menu.Appointment time – Select the time from the dropdown menu.ii. Employment – Check if seeking employment opportunities.iii. Child Care Assistance – Check if seeking assistance with child care.iv. Youth Services – Check if between the ages of 14-12 years of age.v. Vet – Check if a veteran.vi. Wage/Employment Complaint – Check if seeking assistance in filing a wage vii. or employment complaint.Resource Area – Check if using the resource area (includes using computers, viii. searching the WIT database to conduct self-directed job search, completing resumes, using the copier, fax or phone).Other – Check if above options do not apply (copies, pick up support service ix. check, information, pick up or drop off time sheets, appointment with child care representative).MSFW – Check if migrant seasonal farm worker.x.

Submit c. Assign the customer to a staff person.d. Refresh the system.e. Review the system; notify staff of customers waiting for services.f. Make necessary adjustments to schedules as needed.g.

If the customer is not entered in the CTS,

Enter pertinent information into the system including:a. First name —Last name —DOB (MM/DD/YY) —

Customer selects the purpose of the visit (see above Steps)b.



5. Direct the customer to appropriate services or staff.

If the customer needs self-help services, escort him/her to:

Fax machine —Telephone —Resource/reference information —Career exploration materials —Computers for job search —Periodicals/local newspapers —

Briefly review what’s available in the resource area. Include information you know may be particularly useful to the customer. Encourage the customer to ask questions.

If the customer requires additional guidance or assistance, check to see whether the customer has taken Prove It! in the past six months. Escort him/her to appropriate staff. The person will serve as the customer’s primary point of contact throughout the process.

Support Functions

To support customer entry, you will need to:

Know the responsibilities of each staff member, including which staff speak Spanish. z

Track customer service/wait times. The average wait time should be no more than z20 minutes/customer. Depending on the service requested, wait times might be longer. Be aware of excessive wait time. Do some troubleshooting to determine why a customer is still waiting. Provide the customer with information/updates as you get them.

Prepare an adequate supply of handout information/materials (Workforce zSolutions Welcome Packet, UI and Youth Packets, Support Service List; Motivational Educational Training [MET], GED, Veteran’s Services, Job Fairs, Program Applications).

Be familiar with all the resources available in the Center. z


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Tools Needed

Pen and paper z

Telephone z

Support information (Workforce Solutions Welcome Packet, UI and Youth Packets, zSupport Service List; Motivational Educational Training [MET], GED, Veteran’s Services, Job Fairs, Program Applications)

Office supplies (stocked for entry areas) z

Adaptive equipment for individuals with disabilities z

PC with access to WIT, TWIST and CTS z

Forms, information, and resources for reception area: zCalendar of Events —Fax cover sheets —Community Resource list —Child Care Pre-applications for wait list —UI flyers with call center numbers —UI Job Search Worksheet —UI Appeals forms —Wage Claim forms —WOA dates and time for all Centers —Center listing —GED information flyers —Information Release form —Generic job application —WHAT ABOUT A LIST OF AVAILABLE SERVICES, LOCAL LABOR MARKET —INFORMATION, EEO DISCLAIMER?



Audit Tool

N/A

Regulatory Reference

ADD


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F1 (b) – identify customer needs

Critical Steps

1. Introduce yourself and Workforce Solutions.

2. Establish rapport with the customer.

Use active listening to make an initial assessment of customer needs. The information you gather at this point provides the foundation for the customer’s employment plan.

3. Access the customer’s application in WIT. If the customer is not registered in WIT, enter the application. Note: When you enter a customer into WIT, data is automatically uploaded to create an initial record in TWIST.

4. Conduct a structured interview with the customer to identify basic needs, experience, and interest. Use the application template in WIT as a guide.

Questions should include:

What kind of work/training are you looking for? —What are your interests? —What kind of experience do you have? —How much money do you need to make? —How far can you travel to work? —Do you need part-time work, full-time work? —Can you work on any shift? —Have you started looking for work? —How is you work search going? —How do you think we could best help you? —


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5. Record customer responses in WIT.

Support Functions

To identify customer needs, you will need to:

Find an appropriate location for customer interviews. The location should be as zquiet and private as possible to minimize distractions and encourage rapport.

Ensure access to a computer with internet connection for access to WIT. z

Make an informal assessment of the customer’s ability to use computers. If a zcustomer has little/no computer experience and appears to be uncomfortable, provide hands-on assistance.

Use good interviewing techniques. z

Tools Needed

Paper and pen z

Computer with internet connection for access to WIT z

WIT New Job Seeker Registration Guide z

Audit Tool

WIT Quality Application Checklist z



F1 (c) – Assess customer hard skills

Critical Steps

1. Prepare the customer for a general, initial assessment of hard skills (Reading, Mathematics, Spelling, Grammar, Safety, Ethics, etc.) using the Prove It! Instrument.

Prove It! is skills-specific versus occupation/job-specific and these skills are closely related to knowledge and skill areas employers claim job candidates are lacking. Take a positive approach. Explain the benefits of knowing your current skill levels. Often, people have more skills than they realize.

Short (about 25 minutes) —

Not time-limited —

Not graded —

Includes questions about different topics (workplace safety, ethics, grammar, —spelling, customer service, math). Many of these topics are closely related to knowledge/skills employers are seeking in job candidates.

Skills-specific versus occupation/job-specific —

Helps determine training needs based on individual results data and cumulative —data for the LRGV population.Serves two purposes: —

Tells us how to tailor services based on needs of Lower Rio Grande Valley1. Tells us (and you) about strength areas and areas you might want to improve 2. to secure employment (or better employment).

2. Escort the customer to the Prove It! location. Assist the customer in logging on to the computer.

3. Administer Prove It! according to testing guidelines.

Allow customer to complete the the test. Most customers finish in 15-20 minutes.

4. Retrieve (print out) the customer’s results.


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5. Enter Prove It! scores in the customer’s record in TWIST.

Remember, a customer record was automatically established in TWIST when the customer record was created in WIT.

6. Update the following tabs in TWIST, if applicable.

• Identity

• Contacts

• Characteristics

• Education

• Military

• Employment History

• Public Assistance

• Family

• Income

• Dislocated Worker

• Optional – answer the questions listed to provide important demographic data to the Board



Support Functions

To support the assessment process:

Establish Prove It! user IDs so they are available for customers. z

Establish session ID numbers for each customer. z

Email the Prove It! results to yourself. Note: Career counselors need to access this zdata when working with customers.

Be prepared to troubleshoot Prove It! z

Ensure that computers used for assessment are located in a quiet area to minimize zdistractions.

Allocate time to enter customer data in TWIST. z

Tools Needed

Computer with access to TWIST and internet access for WIT z

Computers and access to Prove It! z

Prove It! Desk Aid z

Printer z

Top 10 Knowledge Areas Required for Entry Level Employability z

Top 10 Skills Required for Entry Level Employability z

Audit Tool

N/A


ADD


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F2 – Determine customer direction

F2 (a) – Provide career counseling

outcome: Customer has a clear picture of his/her

employment and education-related strengths and opportunities for growth.



can help




AdministerProve It!

F4 aDetermine Needs

F4 bFollow Up




F6 aFollow Up

OJTITA

Customized



StaffingSolutions



F3 dValidation?


F5 aJob Development


Employer Requested




F5 dSuccessful

Job Placement





F1F1

F4F4 F3F3


F5F5

F3 aType of

Assessment?

YES

NO

YES

YES

NO

NO



Training

NeedsBasicSkills


F2 aDetermine


WIT

F2F2


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F2 (a) – Provide career counseling

Critical Steps

1. Analyze and discuss the customer’s Prove It! results. Provide a copy of the results to the customer. Determine whether the customer has the basic employability skills required to begin an immediate job search. Determine the customer’s direction throughout the remainder of the process.

2. If the customer does NOT HAVE the required basic skills, prepare him/her for connection to Skills Solutions.

3. If the customer HAS the required skills for employment:

Discuss career interests expressed by the customer in F1(a) and a. create awareness of potential career options related to those interests.

Ask open-ended questions to help customers identify interests.i. Do you have any hobbies? •What were your favorite subjects in school? •What chores at home do you most like to do? •What do you like to do in your spare time? •When do your friends and family rely on you? What do •they think you’re good at? What do they ask you to do for them?

Use career interest/aptitude surveys, such as OSCAR, COPS, ii. and IDEAS, to help the customer narrow career options and identify potential aptitudes.

a.


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Provide information about the current job market (demand occupations and b. growing industries). Link the customer’s interests and assessment results to establish career goals and c. direction. (Use O*NET).Analyze the customer’s job search tools and skillsd.

Review his/her resume and job search application. i. Ask about job search methodology and networking. ii. Role play a typical interview to determine the customer’s interviewing skills.iii.

If the customer has a clear direction and needs no further assistance, offer to run e. a match in WIT for potential job postings, and encourage the customer to contact you for additional assistance and/or to report job search results.

4. Determine and establish support services needed, if any.Transportationf. Child careg. Tools and safety equipmenth. Other i. WHAT ARE SOME THINGS WE CAN LIST HERE?

5. Develop an Individual Employment Plan (IEP) that incorporates information about customer needs, interest, preferences, occupational skills, job search skills, and how they relate to local labor market conditions.

Note: Although an IEP is not required for universal customers, they may actually benefit from some type of plan of action. Use good judgment to make a decision based on what is best for the customer; rather than one based on compliance. An IEP is required for customers whose services will be funded by:

TANF/Choices —FS E&T —WIA Adult and Dislocated Worker —UI Profiling —Project RIO —



6. Document the IEP in TWIST and create a hard copy file if services will be funded by:

TANF/Choices —FS E&T —WIA Adult and Dislocated Worker —UI Profiling —Project RIO —

Place a copy of the Prove It! results in the customer’s file. WHAT OTHER DOCUMENTS?

Support Functions

To provide career counseling:

Find a quiet location for discussions with customers. z

Be familiar with: zProve-It! —OSCAR —IDEAS —COPS —O*NET —Local labor market conditions —Demand occupations and Board targeted industries —Job search tools and methodology —Quality referral criteria —Support services available —Various funding streams available to pay for services —


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Tools Needed

Computers with Internet connectivity for: zWIT —O*NET —OSCAR —

Computers with TWIST loaded z

Computers with career exploration software (IDEAS?) z

Local labor market data z (IS THERE A LINK?)

Target Occupations List z

Top 10 Knowledge Areas for Entry Level Employability z

Top 10 Skills Required for Entry Level Employability z

File Order Guide z

IEP Job Aid z

Resource information on: zResume writing —Application completion —Interviewing techniques —Job search methodology —Networking —Support services —Funding streams —

Audit Tool

File Order Guide


ADD



F4 – Improve customer skills

F4 (a) – Determine customer needs

F4 (b) – Follow up on customer activities

F4 (c) – Assess customer achievement of learning goals

outcome: Customer will be fully engaged in meaningful activities that move him/her

toward self-sufficiency.



can help




AdministerProve It!

F4 aDetermine Needs

F4 bFollow Up




F6 aFollow Up

OJTITA

Customized



StaffingSolutions



F3 dValidation?


F5 aJob Development


Employer Requested




F5 dSuccessful

Job Placement





F1F1

F4F4 F3F3


F5F5

F3 aType of

Assessment?

YES

NO

YES

YES

NO

NO



Training

NeedsBasicSkills


F2 aDetermine


WIT

F2F2


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F4 (a) – Determine customer needs

Critical Steps

1. Introduce yourself to the customer, if appropriate.

2. Review information in TWIST about previous customer activities.

Prove It! scores —Basic skills courses taken —TABE scores (if customer was enrolled in GED) —Work experience —Workforce/community service —

3. Provide an overview of services available to improve employability skills.Work experience —On the job training (OJT) —Basic skills enhancement courses —Orientations offered in English and Spanish (e.g., WOA, EPS, UI) —Workshops offered at career centers (Interviewing Techniques, Resume Writing, —Job Readiness Skills, Networking) Adult programs for training in occupations in the Board’s six targeted industries —

4. Initiate a discussion with the customer to identify skill needs. Discuss all assessment results to identify strengths and opportunities for improvement. Focus the discussion on ways in which skills development could improve the customer’s personal situation. Use strength-based assessment questions.

Could it lead to more income? —Would you like a new home? —What would it mean for your children? —How would it support your career goals? —How could it change your life? —


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5. Discuss obstacles that may prevent the customer from improving his/her skills. Use a strengths-based approach to ask questions about:

Lack of education – What’s the highest grade you completed? —Lack of training – What kind of training have you had? —Lack of work experience – What has your work experience —taught you?Lack of child care – How did you find child care today? —Lack of transportation – How did you get here today? —Lack of other support services (clothing, tools, safety —equipment, uniforms, etc.)

6. Establish customer expectations regarding skills development or education. Again, use a strengths-based approach to address:

Time issues – What do you do to make sure you’re on —time to work and for appointments?Proper attire – How have you learned what to wear to —work?Schedules – What are some things you do to incorporate —your work schedule into your personal life?Absences – What is the best approach to take with your —employer when you have to be absent?Tools required – What tools do you have for your job? —Duties and assignments — – WHAT DOES THIS MEAN?

7. Administer additional assessments required to identify customer needs.TABE —CAPS —COPS —IDEAS —OSCAR —Discover —



8. Interpret ALL available information (interview data and test results) to determine the type of training and/or support services needed. Make a decision about whether the customer needs basic skills or occupation-specific training.

Basic skills options include:

Words for Work —Skills brush-up —GED attainment —Customer Service Skills —Facilitated workshops —Work experience —

- Workfare - Community service

Occupation-specific training includes:

On the job training (OJT) —WIA-funded ITA accounts for occupations in the Board’s six targeted industries —Customized training (focused on a specific occupation, such as forklift driver —training)

9. Identify all potential funding and resources available for improving customer skills.

WIA-Adult —WIA-Dislocated Worker —Choices —FSE & T —UI —TAA —Project RIO —MSFW —Employment Service (ES) —Non-custodial parent (NCP) —Training vendor/provider list —External sources (scholarships, grants, etc.) —


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10. Document services provided in TWIST.

Create Program Detail, if appropriate. Note: Be sure to answer a. the questions included in the Optional Question tab. The answers provide the Board with important demographic data.Enter all services or activities provided.b. Select the appropriate fund(s).c. Update Intake-Common record.d.

11. Review required documents with customer and provide a packet with the appropriate forms. Note: Required forms and documents vary depending on the funds used to pay for services.

12. Follow up on receipt of requested information. Verify eligibility for traininga. Check to ensure approval by Finance.b. Contact customer to confirm start date of training or activity. c.

13. Update the Individual Employment Plan (IEP). Involve the customer in a discussion of ways to be successful in training. Ask questions that engage the customer in planning.

How will you get there (transportation)? —Who will take care of your children (if appropriate)? —What is your schedule? —What are your concerns? —

14. Document updates in TWIST.



Support Functions

To complete this step of the process:

Obtain approval from Finance to use appropriate funds. z

Monitor customer progress with vendors/providers. z

Work with Staffing Solutions to establish worksites for Choices and FS E & T zcustomers.

Identify training providers most appropriate for customer needs. z

Be familiar with: zHow to score and interpret TABE and interest assessments —Eligibility requirements and allowable activities for various funding streams —Basic skills options —Strengths-based assessment questions —

Modify/discontinue support services, if appropriate. z

Monitor deobligations as necessary (paperwork and communication with Finance zand vendor).

Verify eligibility monthly for appropriate funding sources. z

Coordinate with OBP for customized training. z


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Tools Used

TWIST z

WIT z

Transportation database z

Work experience and OJT packets z

Internet zYahoo Maps LINK —Map Quest LINK —Eligible Training Provider System (ETPS) LINK —Financial Aid website — (NEED EXAMPLES - Description/definitions of services? Do we have eligibility guidelines for choices, FS, TANF App, UI Profiling & Rio?)

Telephone z

Email z

Fax machine z

List of available job sites z

Forms (OJT, WX, ITA Contracts), Justification for Training, W4, I-9, Support Service zRequest

Assessment instruments zTABE —OSCAR — (LINKS?)Prove It! —O*NET — (LINKS?)

WD letter 32-03, Attachment (WIA Eligibility Guidelines) z

TABE Online Quick Start Guide z

TABE Online Manual z

Board Support Services Policy z

Audit Tool

• IEP audit tool criteria


ADD



F4 (b) – Follow up on customer activities (Basic Skills)

F6 (a) – Follow up on customer activities (Occupation-Specific Training)

Critical Steps

1. Monitor customer progress with vendors/providers.Attendance – All customers attending training must provide attendance —information on the Verification of Hours (VOH) form. The VOH must be signed by the instructor. Choices and FS E&T activities are verified weekly and WIA services are verified bi-weekly.Progress —Needs – remove barriers and provide support services when needed. —Tracking – Both the Choices and FS E&T programs require staff to track and —enter hours of participation in TWIST.


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JOB SEEKER SERVICES

Participate an average of 30 hours/week. At least 20 hours must be spent in core activities or none of the participation hours count toward cooperation requirements. No more than 10 hours per week of non-core activities may be counted toward the minimum weekly average.

A single parent with a child under the age of six can meet participation requirements with an average of 20 hours per week of core activities.

One or both adults in the family participate a minimum weekly average of 35 hours. At least 30 hours must be spent in core activities, or none of the participation hours will count toward participation requirements.

One or both adults in the family participate a minimum weekly average of 55 hours. At least 50 hours must be spent in core activities, or none of the participation hours count toward participation requirements.

Two-parent families with one adult in Good Cause status are deemed to be engaged in work during the month if the adult who is not in Good Cause status participates for a minimum weekly average of at least 35 hours. An average of 30 hours per week must be from participation in core activities. An average of five hours per week may be from participation in non-core activities.

Single parent — TANF

Single parent with a child under the age of six — TANF

Two-parent family not receiving TWC-funded child care — TANF

Two-parent family provided with TWC-funded child care — TANF

customer Situation cooperation requirement



Teen heads of household with Work Code “B” (defined as age 18 or younger, attending elementary, secondary, vocation, or technical school full-time), count as cooperating in allowable activities if they maintain satisfactory attendance at a secondary school or equivalent during the months school is in session.

Customers with disabilities and customers caring for a disabled adult or child in a household have their cooperation requirements determined by a physician. Participation requirements are based on information included on Health and Human Services Commission (HHSC) HHSC Forms 1836A/B (Medical Release/Physician’s Statement).• Form 1836A provides the number of physician-

identified hours that a customer with disabilities can participate.

• Form 1836B provides the number of physician-identified hours that a customer caring for a disabled child or adult in the household can participate.

HHSC faxes or mails Forms 1836A/B to the workforce center or the customer presents the form. Forms 1836A/B must be used as part of the assessment process when developing the employment plan.

A sanctioned family must demonstrate cooperation in the program month following the month of noncooperation.

Conditional applicants must demonstrate cooperation for four consecutive weeks. The four weeks may be at any time during the month. A conditional applicant has 40 days from the date of referral from HHSC to attend an orientation and demonstrate cooperation for four consecutive weeks.

Teen head of household — TANF

Disabled or caring for a disabled child or adult in the household — TANF

Sanctioned family — TANF

*Conditional applicant — TANF


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JOB SEEKER SERVICES

Some customers receiving TANF benefits are exempt from cooperation requirements. HHSC makes the determination; however, exempt customers can choose to participate if desired.

Exempt customers must comply with all cooperation requirements but are not subject to sanction; therefore, a penalty is not requested for exempt recipients who fail to cooperate. If support services such as child care and transportation are being provided, the services must be terminated when the noncooperation decision is made.

If an exempt adult in a two-parent family volunteers to meet a portion of the family’s work requirement, both must understand that the mandatory adult will face a full family sanction if the exempt adult does not contribute the hours needed for the family to meet its participation requirement.

Participate in allowable E&T services for a minimum weekly average of 30 hours (except when participating in Workfare) to continue receiving benefits for more than three months in any 36-month period.

Workfare is an activity in which customers are required to perform work in a public service capacity as a condition of eligibility to receive food stamps. The number of participation hours is based on the food stamp allotment amount divided by the number of ABAWDs in the household divided by the federal minimum wage.

Customers are required to participate an average of 120 hours/month in any E&T services, including any hours worked for either paid or unpaid compensation.

Exempt parents — TANF

Able-Bodied Adults without Dependents (ABAWDs) – Food Stamps

ABAWDSs in Workfare – Food Stamps

General Population – Food Stamps



2. Record customer progress in the TWIST counselor notes.

Include information about grades, completed training, credentials earned, etc. You can either make a statement directly in the notes if the customer is making progress, or simply place a check in the Progress check box. Counselor notes must answer who, what, when, how, and why.

3. Send appropriate follow-up messages to the customer.

Funding Source Follow-up requirements Choices NEED INFOTANF Applicant NEED INFOFSE&T NEED INFOWIA Adult NEED INFOWIA Dislocated NEED INFOWIA Youth Open a follow-up service in TWIST and

follow up with the customer quarterly for one year. Record follow-up discussions in counselor notes.

4. Modify the customer’s IEP when necessary, such as when there is a change in goals, progress, needs, circumstances, etc.

5. De-obligate funds when the customer fails to participate, drops out of an activity, or is no longer eligible for a particular fund.

Complete paperwork.

Submit deobligations paperwork to Finance.a. Communicate with vendor to verify status, determine last day of b. participation, notify of customer non-participation.Document in TWIST and counselor notes. c. Close the activity in TWIST.d.

Close the IEP.


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JOB SEEKER SERVICES

Support Functions

To follow up on customer activities, you need to:

Verify eligibility monthly for Choices and FS E&T, one-time only for WIA and zProject RIO.

Monitor for changes in customer situations that may impact eligibility for support zservices. Modify/discontinue support services if necessary.

Child care —Transportation —Training —Other (uniforms, car repairs, tools, safety equipment, one-time utility payment, —etc.)

Update customer skills gained through work experience in WIT. z

Be sure all required documents are updated and filed properly. z

Self-audit to ensure all files contain required documentation, are updated, filed zproperly, accurate, and signed.

Tools Used

WIT z

TWIST z

Fax machine z

Telephone z

Courier z

Transportation database (Filemaker) z

Email z

Financial aid information (ask customer to provide award letter for any non- zWorkforce Solutions funds awarded)

HHSC customer eligibility requirements z

Forms (OJT, WX, ITA) z



Audit Tool

1/20 Self-Audit – Divide caseload by 20 and read/audit that many files. Check for zconsistency with data entered in TWIST and WIT.

File Order Guide z


ADD


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JOB SEEKER SERVICES

NoTeS



F4 (c) – Assess customer achievement of learning goals (Basic Skills)

F6 (b) – Assess customer achievement of learning goals (Occupation-Specific Training)

Critical Steps

1. Discuss the results of the training with the customer.Identify any credentials obtained.a. Identify testing required to validate skills gained. For example, some b. occupations require a state exam (cosmetology, nursing, plumbing).

2. Administer Prove It! assessment in situations where it is beneficial for the customer to see an improvement in employability skills, or in cases where employers require individuals to achieve a particular score in Prove It!

3. Update customer IEP, resume, and master application.

4. Update customer information in WIT and TWIST.

5. Discuss the next steps involved in getting a job.Identify customer needs (work-related expenses)a. EXPLAIN TRANSITION TO F3 AND F5 b. – WE DO NOT HAVE INFORMATION YET. DOES COUNSELOR ATTEMPT TO MAKE JOB PLACEMENT AT THIS POINT OR IS CUSTOMER MOVED BACK TO STAFFING SOLUTIONS?


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JOB SEEKER SERVICES

6. Run a job match in WIT.

Search the database in WIT for appropriate job matches.a. Make a quality referral.b. If unable to find a match, use the Job Match Advisor link in WIT c. and try again. If you still can’t find a suitable match, refer the customer to Staffing Solutions.Remind customers that job postings change daily and continue to d. check WIT regularly.

7. When the customer finds a job, you may need to close the case file in TWIST. Specific requirements for closing cases depend on the funding source used to provide services.

Funding Source When to close the Program DetailChoices When the customer no longer receives TANF,

verify in TWIST.TANF Applicant Switch services from TANF Applicant to

Choices funding when customer is certified to receive TANF. Verify in TWIST.

FSE&T Close immediately when customer begins employment.

WIA Adult Close upon customer reporting employment; open a follow-up service.

WIA Dislocated Close upon customer reporting employment; open a follow-up service.

WIA Youth Close upon customer reporting employment; open a follow-up service.



Support Functions

To confirm achievement of learning goals:

Communicate with training vendors. z

Collect appropriate documentation (test scores, credentials, certificates, etc.), and zplace in customer’s case file.

Communicate with Staffing Solutions about customer’s readiness for work. z

Continue to verify eligibility for Choices and FS E&T. z

Continue to self-audit. z

Tools Used

TWIST z

Referrals for job preparation workshops (Resume Writing, Interviewing, Dress for zSuccess, etc.)

WIT z

Telephone z

Email z

Transportation database z

O*NET z

TABE z

Prove It! z

Forms z

Exit Checklist z

Prove-It! Desk Aid z

TABE Online Manual z

TABE Online Quick Start Guide z


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JOB SEEKER SERVICES

Audit Tool

1/20 Self-Audit z


ADD



Business services

Purpose

ADD

New?

Outreach Walk in

WorkFORCE SolutionsBusiness Service Process


Customer Contact

Re-evaluate Customer Needs / Plan

OK?

Negotiate / Modify

Create Service Design

OK?

Negotiate / Modify

F1b

F3b

F2

F3a

Identify Customer Needs

F1a

Implement / PlanF4a

Deliver ResultsF5a

Follow UpF6a

Deliver ResultsF5a

Follow UpF6a

Implement PlanF4b

F1

yes

no

yes

no no

Consultative Approach

Listen

Consult

Mutually Agree on a Plan

Implement

Deliver Results

Follow Up

yes



BUSINESS SERVICES

nOTes



F1 – Customer contact

F1 (a) – new customer

F1 (b) – returning customer

Outcome: Customer needs are identified.

New?

Outreach Walk in



Customer Contact


OK?

Negotiate / Modify


OK?

Negotiate / Modify

F1b

F3b

F2

F3a


F1a

Implement / PlanF4a

Deliver ResultsF5a

Follow UpF6a

Deliver ResultsF5a

Follow UpF6a

Implement PlanF4b

F1

yes

no

yes

no no


Listen

Consult


Implement

Deliver Results

Follow Up

yes



BUSINESS SERVICES

nOTes



F2 – Create service design



Outcome: Service design is created.

New?

Outreach Walk in



Customer Contact


OK?

Negotiate / Modify


OK?

Negotiate / Modify

F1b

F3b

F2

F3a


F1a

Implement / PlanF4a

Deliver ResultsF5a

Follow UpF6a

Deliver ResultsF5a

Follow UpF6a

Implement PlanF4b

F1

yes

no

yes

no no


Listen

Consult


Implement

Deliver Results

Follow Up

yes



BUSINESS SERVICES

nOTes



F3 – Negotiate/Modify the Plan



Outcome: Customer and WFS approve final plan.

New?

Outreach Walk in



Customer Contact


OK?

Negotiate / Modify


OK?

Negotiate / Modify

F1b

F3b

F2

F3a


F1a

Implement / PlanF4a

Deliver ResultsF5a

Follow UpF6a

Deliver ResultsF5a

Follow UpF6a

Implement PlanF4b

F1

yes

no

yes

no no


Listen

Consult


Implement

Deliver Results

Follow Up

yes



BUSINESS SERVICES

nOTes



F4 – Implement the plan



Outcome: Project activities initiated.

New?

Outreach Walk in



Customer Contact


OK?

Negotiate / Modify


OK?

Negotiate / Modify

F1b

F3b

F2

F3a


F1a

Implement / PlanF4a

Deliver ResultsF5a

Follow UpF6a

Deliver ResultsF5a

Follow UpF6a

Implement PlanF4b

F1

yes

no

yes

no no


Listen

Consult


Implement

Deliver Results

Follow Up

yes



BUSINESS SERVICES

nOTes



F5 – Deliver results



Outcome: Project activities complete.

New?

Outreach Walk in



Customer Contact


OK?

Negotiate / Modify


OK?

Negotiate / Modify

F1b

F3b

F2

F3a


F1a

Implement / PlanF4a

Deliver ResultsF5a

Follow UpF6a

Deliver ResultsF5a

Follow UpF6a

Implement PlanF4b

F1

yes

no

yes

no no


Listen

Consult


Implement

Deliver Results

Follow Up

yes



BUSINESS SERVICES

nOTes



F6 – Follow up



Outcome: WFS has feedback for continuous improvement.

New?

Outreach Walk in



Customer Contact


OK?

Negotiate / Modify


OK?

Negotiate / Modify

F1b

F3b

F2

F3a


F1a

Implement / PlanF4a

Deliver ResultsF5a

Follow UpF6a

Deliver ResultsF5a

Follow UpF6a

Implement PlanF4b

F1

yes

no

yes

no no


Listen

Consult


Implement

Deliver Results

Follow Up

yes



BUSINESS SERVICES

nOTes



F3 – implement service design

customer service representatives (default) Business development specialists (customized)

Note: References to Default identify job orders that are taken by Customer Service Representatives and posted on WIT without additional customization or specialized service. References to Customized identify business customers who have job postings and other specialized/customized services and work primarily with a Business Development Specialist.

Critical Steps

ADD



BUSINESS SERVICES

nOTes



F3 (a) – Generate candidates

customer service representative (Default) Business Development specialist (customized)

Review business customer profiles, including:1. Current labor pool a. Business customer requirementsb.

Educationi. Drug screeningii. Skillsiii. Experienceiv.

Business customer profilec. Culturei. Working conditionsii. Environmentiii. Basic hiring processiv.

Testing1. Application2. Interview3.

Benefits, pay, hours, location, advancement opportunities, management style, d. trainingDeadlinese. Job status and durationf. Other recruitment resources – g. WHAT DOES THIS MEAN?Budget – h. WHAT DOES THIS MEAN?HR CHALLENGES – i. WHAT DOES THIS MEAN?Internal resources – j. WHAT DOES THIS MEAN?Referral method preferred (including days and times)k. Screening process (hiring, benchmarking, assessment)l. Verify business customer has sample questions for interviewm.



BUSINESS SERVICES

Organize information to identify/document the recruitment plan. Consider:2. Level of servicea. Prior job orders developedb. How to complement current hiring methodsc. Current labor pool (WIT match, applicant browse)d. Desired referral to hire ratioe.

Assign job posting.3.

WIT will automatically assign by geographic settings. Assignment may need to be changed due to other variables such as business/industry, workload, previous relationships, staffing strengths).

Determine methods that will be used to track compliance with plan specifications 4. or deadlines.

NOTE: ADD INFORMATION ABOUT PRIORITY SYSTEMS, ALERT CRITERIA AND METHODS, AND PROCESS FOR JOB ORDER MANAGEMENT).

Review and follow job order as posted in WIT.5. Do continually to create strong working knowledge of poola. Consider:b.

Work experiencei. Education levelii. Wageiii. Skills – validated (Prove-It! and WIT)iv. Geographic locationv. Availabilityvi.

Communicate recruitment plan to all center staff. Use:6. Emaila. CRMb. Job postingc. Other alertsd.



Reserve or schedule facility space or equipment, as needed.7.

If current labor pool is not sufficient, use additional recruitment methods.8. TIP (Talent Identification Process)a. Other recruiting websitesb. Partnering with staffing agenciesc. Personal contacts/networkingd. Newspaper adse. Community eventsf. Internal websiteg. Recruitment eventsh.

Call-a-thon (media)i. Job fairsii. Community outreachiii. Technology supported recruitmentiv. Under employed marketingv. Job clubsvi. Buy listsvii.

IS THERE ANY DOCUMENTATION AT THIS POINT?9.



BUSINESS SERVICES

Support Functions

Develop MOUs or partnerships with education/training institutions, staffing zagencies, professional associations, Chamber of Commerce, local government, and media outlets.

MORE NEED TO BE DEVELOPED

Tools Used

CRM (Need to write out) z

Computers with access to WIT z

Opportunity for Improvement form z (WHAT IS THIS?)

Audit Tool

ADD


ADD



F3 (b) – identify talent

customer service representative Business development specialist

Critical Steps

Run match for job posting.1.

Default

Automatic 30-day deadline a. See candidate generation validation; review results of matchesb. Make contact c.

Phone top 5i. Personal emailii. Call in cardiii. Determine correct steps based on job order – iv. WHAT DOES THIS MEAN?

Begin referral process in line with requested referral to hire ratiod.

Caution! The number of WIT contacts made can max out the job posting.

Consider target populationse. UI claimantsi. Dislocated workersii.

Customized

Review priority and deadlines specified in WIT and CRMa. Review and follow customized recruitment planb. See candidate generation validation; review results of matchesc. Make contactd.

Phone top 5i. Personal emailii. Call in cardiii. Determine correct steps for job order – iv. WHAT DOES THIS MEAN?Pre-screen with verbal discussionv. Administer job or industry specific assessments, as requiredvi.



BUSINESS SERVICES

IS DOCUMENTATION REQUIRED HERE?2.

Support Functions

NEED TO BE DEVELOPED

Tools Used


CRM z

Opportunity for Improvement Form z

Audit Tool

ADD


ADD



F3 (c) – no satisfactory Job Match

customer service representative Business Development specialist

Critical Steps

Reassess recruitment efforts.1. Outline assessment resultsa. Review all steps to confirm compliance with planned effortsb. Analyze results (trends, bottlenecks)c. Summarize faults/errors in recruitment process d. (CRM? WIT?)

Modify recruiting plan, if needed.2. Reassess/reallocate staff resourcesa. Consider recruiting outside servicesb.

Reassess employment criteria.3. Revisit labor market informationa. Ensure realistic employment criteriab. Prepare recommendations for revision to recruitment plan or recruitment c. practiceModify recruitment pland. Communicate with BDS or CSR to share results, gather input, and agree on new e. plan (with business customer, as needed)

Modify job order, if needed.4. Prepare and document recommendations for revisiona. Communicate with BDS or CSR to share results, gather input, and agree on new b. plan (with business customer, as needed)




BUSINESS SERVICES

Support Functions

NEED TO BE ADDED

Tools Used

CRM z


Labor market data sources z

Opportunity for Improvement form z

Audit Tool

ADD


ADD



F3 (d) – satisfactory job match


Critical Steps

Manage referral process as business customer prefers or as documented in WIT/1. CRM and/or recruitment plan.

Conduct screening as defined in job order.2.

Contact business customer and schedule appointment for interview(s).3.

Default

Provide a log of appointmentsa.

Customized

Provide a log of appointmentsa. Provide resumes for candidatesb. Provide assessment results/scoring matrixc. Host and/or facilitate interview, as neededd.




BUSINESS SERVICES

Support Functions

NEED TO BE ADDED

Tools Used

CRM z

Computers with access to TWIST z

Audit Tool

ADD


ADD



F3 (e) – Debrief/follow up


Critical Steps

Follow up with job seeker.1. Set follow-up expectations at time of referrala. (THIS NEEDS TO BE MOVED TO THE CORRECT PLACE IN THE PROCEDURE).Contact and debrief job seekerb. If successful, ensure new hire has what is needed to be successful in retaining the c. jobIf unsuccessful, position the interview as a learning experienced.

Update WIT application, as neededi. Refer to Skills Solutions, if neededii. Begin job match process againiii.

Follow up with business customer.2. Develop informal survey. Ask:a.

Were you pleased with the quality of candidates?i. Why were candidates not hired?ii. When do you expect to make a hiring decision?iii. How did you view the process?iv. How could we improve?v.

Assess and summarize candidate progress. b. WHAT DOES THIS MEAN?Use debrief data for improvement.c. Identify profile of business customer’s ideal candidated. Determine potential for candidate reconsideration.e.




BUSINESS SERVICES

Support Functions


Tools Used



Telephone z

Audit Tool

ADD


ADD



F3 (f) – The candidate is hired


Critical Steps

Document hire information in appropriate systems (TWIST, WIT, CRM).1. Date a. (if pending, ???)Wagesb. Occupation codec. Verification informationd. Responsible namee. Addressf. Telephone # of employerg. Contact party (name and telephone #)h. UI Wagesi. Job orderj. O*NETk. County codel. Job orderm.



BUSINESS SERVICES

Support Functions


Tools Used

Computers with access to CRM z



Computers with access to O*NET z

Audit Tool

ADD


ADD



F3 (f) – The candidate is not hired


Critical Steps

Reassess recruitment efforts.1. Outline assessment resultsa. Review all steps to confirm compliance with planned effortsb. Analyze results (trends, bottlenecks)c. Summarize faults/errors in recruitment process d. (CRM? WIT?)

Modify recruiting plan, if needed.2. Reassess/reallocate staff resourcesa. Consider recruiting outside servicesb.

Reassess employment criteria.3. Revisit labor market informationa. Ensure realistic employment criteriab. Prepare recommendations for revision to recruitment plan or recruitment c. practiceModify recruitment pland. Communicate with BDS or CSR to share results, gather input, and agree on new e. plan (with business customer, as needed)

Modify job order, if needed.4. Prepare and document recommendations for revisiona. Communicate with BDS or CSR to share results, gather input, and agree on new b. plan (with business customer, as needed)




BUSINESS SERVICES

Support Functions

NEED TO BE ADDED

Tools Used

Computers with access to CRM z



Audit Tool

ADD

Regulatory Requirements

ADD



YOUTH SERVICES

Purpose

The Youth Workforce System is designed to prepare our youth for skilled occupations within the growth industries of the Lower Rio Grande Valley.

Youth will become meaningfully engaged in the economic and civic development of their communities.

Youth WorkforceSystem

1aTargeted Youth Outreach

RecruitmentIn School and Out of School

YouthIncoming Referrals

1bYouth Workforce

SystemOrientation

1c Youth Initial

Engagement &Self-Assessment

(Prove It!)

2bAdditional

Pre-Assessmentsas appropriate(ex: Pre TABE)

ContinuousEngagement


CustomerSolutions

StaffingSolutions

(F5a)

Skill SolutionsCo-enroll &

Coordinated CaseManagement(Older Youth

ITAs,Basic Skills, 10 Elements,Target Youth)

F1

Youth TrainingSystem Workforce System

F2CBOs & OtherYouth ServingOrganizations

Youth TrainingContractors

Schools

Workforce SolutionsMay 2008

EmployerPartnerships

TargetIndustries (OBP)

F3

F4F5

3aIndividual

Service Plan Development

*Updates asappropriate

3cEducational

PostAssessment

PostTABE &/orAttainment

of Degree orCertificateor Post-

SecondaryEducation

3dTransferrable

SkillsValidation

Prove It! &/orEmployer

RecognizedCredential or Employment

3bReferral &/orConnection to

Services

Internal&/or

External

4Exit

2aEligibility



Youth SERVICES

10 Principles of the Youth Workforce System

Build a Youth Workforce System that increases access for target youth.1.

Recruit and increase service to Targeted Youth.2.

All Youth Customers must receive assessment and service that responds to 3. individual need.

All Youth Customers will receive prompt service and prompt program entry.4.

All Youth Customers will attain gains in Basic Skills. 5.

All Youth Customers will receive Credentials. 6.

All Youth Customers will develop employment readiness skills and connect to work 7. opportunities in Target Industries.

All Youth Customers will be provided continued opportunity for Individual 8. Advancement.

Youth Workforce System Staff will be skilled and credentialed by Workforce 9. Solutions approved training program.

All state and federal performance measures must be met. 10.

WoRKFoRCE SoLutIoNS Standard operating Procedures


F1 – Initial Customer Contact

F1 (a) – Outreach and Engage Youth

F1 (b) – Conduct Orientation

F1 (c) - Conduct Initial Needs Assessment

Outcome: Increased number of youth accessing center services.





1bYouth Workforce

SystemOrientation

1c Youth Initial


(Prove It!)

2bAdditional




CustomerSolutions

StaffingSolutions

(F5a)




F1




Schools




F3

F4F5

3aIndividual



3cEducational

PostAssessment



SecondaryEducation

3dTransferrable

SkillsValidation




Services

Internal&/or

External

4Exit

2aEligibility



Youth SERVICES

NOTES



F1 (a) – Outreach and Engage Youth

Critical Steps

1. Use targeted outreach methods to recruit youth.Make presentations to youth and their families at:a.

Juvenile detention centers •Alternative schools •Public health clinics •Job fairs •High schools •

Make presentations to staff at community-based organizations that offer services b. to youth and family.Encourage youth customers to make other youth aware of our services.c.

2. Greet youth customers when they enter Workforce centers (including recruits and referrals from high school counselors, agencies such as DARS, HHSC, MMR, or juvenile court).

Welcome the customer to the Workforce center. —Smile, make eye contact, and show the customer you are happy to see him/her. —

3. Conduct a quick assessment of customer needs. Ask:What brought you in today? —Have you been here before? —Are you aware of our services? —How did you hear about us (outreach or referral)? —



Youth SERVICES

4. Ask the customer to sign in. If the customer is already entered in the Customer Tracking System (CTS),

The customer swipes his/her driver’s license or state I.D. to sign in. Customers a. without either of these documents may enter their Social Security number via the key pad. Customer selects the purpose of the visit.b.

Have appointment with – Select the name of the staff person from the i. dropdown menu.Appt time – Select the time from the dropdown menu.ii. Employment – Check if seeking employment opportunities.iii. Child Care Assistance – Check if seeking assistance with child care.iv. Youth Services – Check if between the ages of 12-14 years of age.v. Vet – Check if a veteran.vi. Wage/Employment Complaint – Check if seeking assistance in filing a wage vii. or employment complaint.Resource Area – Check if using the resource area (includes using computers, viii. searching the WIT database to conduct self-directed job search, completing resumes, using the copier, fax or phone).Other – Check if above options do not apply (copies, pick up support service ix. check, information, pick up or drop off time sheets, appointment with child care representative).MSFW – Check if migrant seasonal farm worker.x.

Click on Submit.c. Assign the customer to a staff person.d. Refresh the system.e. Review the system; notify staff of customers waiting for services.f. Make necessary adjustments to schedules as needed.g.

If the customer is not entered in the CTS,

Enter pertinent information into the system including:a. First name •Last name •DOB (MM/DD/YY) •

Customer selects the purpose of the visit (see above steps i. through x.)b. Continue with steps c - f above.c.



Support Functions

Conduct research to identify local youth demographics which include information zabout:

Education attainment —Income levels —Dropout rates —Drug and alcohol use —Pregnancy rates —

Develop recruitment strategies for Out of School Youth (OSY) and In-School Youth z(ISY).

Build partnerships with staff at organizations that serve similar populations. —Develop fliers and brochures. —Conduct community meetings. —Advertise/share success stories (local TV and radio stations, and print media). —Engage educational partners. —Engage current youth customers in outreach efforts. —

Be sure you’re familiar with the Youth Workforce System Outreach zPowerPoint presentation and the Youth Workforce System Community Partnerships PowerPoint presentation.

Tools Used

Pencils zTelephones zLCD projector and laptop with PowerPoint software zYouth Workforce System Community Partnerships PowerPoint file zYouth Workforce System Outreach PowerPoint file zCommunity Resource Guide zPre-Application forms zMarketing materials (fliers, brochures) zBusiness cards zComputers with CTS z

CTS Data Entry Guide z



Youth SERVICES

Audit Tool

Queue Reports – Number of Youth Served z

Customer Satisfaction Survey z


ADD



F1 (b) – Conduct Orientation

Critical Steps

1. Conduct a Youth Orientation PowerPoint presentation to provide information about youth services and individualized program components.

This can be one-on-one or in very small groups at your desk or in the classroom with larger groups.

2. Ask customers to complete the Initial Information Form. Namea. Addressb. Date of birthc. SS#d. Contact numberse. Selective Service informationf. Last school attendedg. Last grade completedh.

3. Enter customer information in TWIST.

Support Functions

Reserve a room for group orientations. z

Be sure you’re familiar with the Youth Orientation PowerPoint presentation. z

Be sure you're familiar with youth services and individualized program components. z



Youth SERVICES

Tools Used

Pens and pencils z

Paper z

Initial Information Forms z


Computers with PowerPoint software z

LCD project (for large group orientations) z

Youth Orientation PowerPoint file z

Workforce Solutions Youth fliers and brochures z

WIA Youth Eligibility Requirements z

Audit Tool

Use TWIST Web Reports to compare the number of youth orientations to the number zof youth enrollments.

Ask for customer feedback at conclusion of orientation. Ask questions like, “What zdo you think? What appeals to you? Do you have any questions? Was everything clear?” Check for interest, enthusiasm, etc.

Workforce Customer Service Satisfaction results z


ADD



F1 (c) – Conduct Initial Needs Assessment

Critical Steps

1. Provide a brief verbal summary of how Workforce services might benefit this particular individual.

2. Begin a discussion to make an initial assessment of customer needs. Ask open-ended questions like:

How do you think we can help you? —

What sounds appealing? —

What have you been doing with your life? —

What would you like to change or do differently? —

3. Make a pre-determination of eligibility for WIA-funded services and identify potential youth barriers.

Ask questions like:a. How large is your family? •What is your family’s annual income? •What do your parents do? •What challenges or obstacles may present you from achieving your goals? •Tell me about your school experience. •

Use information gathered from the Initial Information form and reference the WIA b. Youth Income Guidelines Chart to make a predetermination of eligibility for WIA Youth-funded services.



Youth SERVICES

4. Explain the Prove-It! assessment.

Short (about 25 minutes) —

Not time-limited —

Not graded —

Includes questions about different topics (workplace safety, ethics, grammar, —spelling, customer service, math). Many of these topics are closely related to knowledge/skills employers are seeking in job candidates.

Skills-specific versus occupation/job-specific —

Helps determine training needs based on individual results data and cumulative —data for the LRGV population.Serves two purposes: —

Tells us how to tailor services based on needs of Lower Rio Grande Valley1. Tells us (and you) about strength areas and areas you might want to improve 2. to secure employment (or better employment).

3. Administer the Prove-It! assessment.

Allow customer to complete the test. Most customers complete it in 15-20 minutes.

4. Evaluate Prove-It! results with the customer and enter the results on the Assessment tab in TWIST.

Focus on strengths first.a. Discuss opportunities for improvement, and briefly explain which b. services might help them improve in those areas.



5. Determine appropriate routing of customer for services.If youth customer is a. pre-determined to be ineligible for WIA-Youth fund expenditures, describe the availability of universal customer services at Workforce Solutions. Discuss customer’s self-stated needs and provide information about quality referrals to community service entities. Determine customer interest in any of these service components and make referrals to services or community service entities as appropriate.

Examples of outside referral entities include:

Educational referrals – Texas State Technical College (TSTC) liaison, One- •Stop Multi-Charter School, Mujeras Unidas GED, South Texas College (STC), University of Texas Pan America (UTPA), Region 1, Weslaco Library evening GED classes, TRA, Sylvan Learning CentersJob placement referrals – WIT job referrals, employer hiring events at •Workforce center, job fairsSituationally-specific support service referrals –, Willacy-Cameron Multi- •Service, Housing Authority, Motivational Educational Training (MET), Dress for Success,Counseling referrals – Battered women’s shelter, local counselors who are •Medicaid eligible, drug treatment facilities, etc.

If customer is pre-determined to be WIA Youth-fund eligible, proceed to F2 (a). b.

6. Document actions taken in TWIST.

Enter case note. •Enter service code 30 (Orientation). •If referral is made, complete the Referral tab. •

Support Functions



Instruct the system to email the scores to your email address. z



Youth SERVICES

Note: Career counselors need to access this data when working with customers.



Be familiar with standard interviewing techniques. z

Be familiar with WIA Youth eligibility. z

Be familiar with community service entities. z

Tools Used

Youth program fliers/information zComputers with access to Prove-It! zComputers with access to TWIST zPaper zPens and pencils zInitial Information forms zTelephone zCommunity Resource Guide zWIA Youth Income Guidelines Chart zWD Letter 32-03, Attachment 1 (WIA Eligibility Guidelines) zProve-It! Desk Aid z

Audit Tool

Case notes that clearly define initial customer needs and circumstances. z

Check Assessment tab in TWIST to be sure Prove-It! scores are entered. z


ADD



F2 – Establish Customer Eligibility

F2 (a) – Identify and gather needed documentation

F2 (b) – Conduct additional assessments

Outcome: Youth are eligible for WIA Youth funded activities and comprehensively assessed.





1bYouth Workforce

SystemOrientation

1c Youth Initial


(Prove It!)

2bAdditional




CustomerSolutions

StaffingSolutions

(F5a)




F1




Schools




F3

F4F5

3aIndividual



3cEducational

PostAssessment



SecondaryEducation

3dTransferrable

SkillsValidation




Services

Internal&/or

External

4Exit

2aEligibility



Youth SERVICES

NOTES



F2 (a) – Identify and Gather Needed Documentation

Critical Steps

1. Advise customer of documents required to prove eligibility criteria:Income – paycheck stubs, Employer Verification form, Self- —CertificationAge – Birth certificate —Selective Service, if applicable – Internet verification —Citizenship —

2. Advise customer of documents required to prove at least one youth barrier:Basic skill deficiencies – TABE —Incomplete high school education – School withdrawal form —Foster child – Court order for temporary/permanent court ward —First generation college student – Written applicant statement —Migrant – Migrant Verification form —Resident of Colonia – Written applicant statement —Incarcerated parent – Proof of incarceration or court order —Offender – court order —Teen parent – Child’s birth certificate or proof of current pregnancy —

3. If customer HAS all required eligibility documentation, collect and copy. Review intake-required forms with customer and obtain customer signatures as appropriate.

EEO —Emergency & Liability form —Release of Information form —Program Orientation form —Parental Consent form —Participant Consent form —



Youth SERVICES

4. Verify that documentation proves eligibility.

If the customer is not eligible, refer to F1 (c), Step 7a.

5. If customer does NOT have required documentation, make an appointment for the customer to return with the documents.

Provide the customer with a written list of documents needed and the staff person’s business card. Collect all required documentation upon the customer's scheduled return.

6. Create a hard copy file for collected documentation.

7. Open Program Detail and complete all appropriate tabs.

8. Print the certified WIA application from TWIST and obtain all necessary signatures. Place the signed application in the customer’s file.

Support Functions

Reference WD Letter 32-03, attachment 1 (WIA Eligibility Guidelines) to determine zpriority for foster youth.

Be familiar with current: zBoard policy regarding locally defined youth barriers —Workforce Development (WD) and Training Employment Guidance (TEGL) —LettersOther technical assistance references —

Gather all required intake forms. z



Tools Used

WD and TEGL Letters zWD Letter 32-03, Attachment 1 (WIA Eligibility Guidelines) zBoard Policy re: first generation college students zEligibility Documentation Checklist zIntake forms zEligibility forms zRelease of Information forms (to secure additional documents) z

Audit Tool

File Tab Inventory z

QA Audit Form z

Program Eligibility Summary in TWIST z


ADD



Youth SERVICES

NOTES



F2 (b) – Conduct Additional Assessments

Critical Steps

1. Ask the customer to complete the Self-Evaluation Tool.

Offer assistance as needed.

2. Use the customer’s completed Self Evaluation Tool to facilitate a discussion of the customer’s interests, needs, resources, and potential barriers to success.

Ask questions like:

When did you last attend school? —What was school like for you? —Can you tell me about where you live? —With whom do you live? —How do you pay your bills or make ends meet? —Describe your family to me. —Where have you worked before? —What type of work would you like to do? —Is this something you would like to do in the future as a career? —What do you want your life to look like in the future? —What do you want to improve? —What will it take for you to accomplish that? —What stands in the way of you reaching your goals? —If you never had to take another class and could wake up tomorrow —morning doing anything you wanted for a job, what job would you be in?Is there anyone in your life you admire or offers you encouragement? —

Summarize the discussion and describe next steps for meeting the customer’s needs, including taking the TABE or other assessments (if appropriate).

3. Administer the TABE Survey to the customer.



Youth SERVICES

4. Discuss TABE results with the customer

Identify customer strengths.a. Discuss educational development needs.b.

5. Enter the TABE Survey results in TWIST.

6. Compose the Initial Assessment and enter in TWIST case notes with the title, “Initial Assessment.”

Support Functions

Assess customer’s resources and barriers. z

Know the correct procedure for administering and scoring the TABE. z

Set up materials for TABE (account, manual, online). z

Tools Used

TABE Survey, Forms 9 and 10 zComputers for online testing zPaper TABE and scoring form zTimers zPencils and sharpeners zComputers with access to TWIST zAdministrative manual for TABE zInitial Assessment Format template z



Audit Tool

TABE results accepted when entered in TWIST. z

Case notes clearly summarize results of assessment and defined needs. z


ADD



Youth SERVICES

NOTES



F3 – Planning, Implementing, and Validating

F3 (a) – Develop an Individualized Service Plan (ISP)

F3 (b) – Refer customer to appropriate activities

F3 (c) – Conduct educational post assessment

F3 (d) – Validate transferable skills

Note: F3 (b), (c), and (d) are not necessarily sequential and can be used in combination.

Outcome: Youth become fully engaged in activities as outlined in the ISP, resulting in

measurable gains in education, training and/or skill levels.





1bYouth Workforce

SystemOrientation

1c Youth Initial


(Prove It!)

2bAdditional




CustomerSolutions

StaffingSolutions

(F5a)




F1




Schools




F3

F4F5

3aIndividual



3cEducational

PostAssessment



SecondaryEducation

3dTransferrable

SkillsValidation




Services

Internal&/or

External

4Exit

2aEligibility



Youth SERVICES

NOTES



F3 (a) Develop an Individualized Service Plan (ISP)

Critical Steps

1. Use the Initial Assessment and the Customer's Self-Evaluation Tool Worksheet to develop a plan of service with the customer.

Start by discussing strengths and opportunities for growtha. Help the customer define and establish realistic and measurable goals.b. Determine timeframes for each goal.c. Review available service options related to each goald. Identify action steps to accomplish each goal.e.

2. Enter ISP goals and action steps on the Service Plan tab in TWIST. Print a copy for the customer.a. Print a copy for the file.b. Review and sign ISP with customer.c.

3. Determine support service needs.Discuss barriers and/or need for additional resources to aid success.a. What is the customer going to do?b. What is Workforce Solutions going to provide?c.

4. Summarize customer interaction in case notes. Remember that an ISP is an ongoing contract that should be re-evaluated and updated constantly. Monitor timeframes carefully so that youth do not feel overwhelmed or overly pressured. Reinforce positive steps toward each goal. Continue to assure youth customers that services are available on a routine basis when they are ready to take action steps.

Support Functions

Be familiar with the Board’s support service policy. z



Youth SERVICES

Tools Used


Guidelines for supportive services z

Forms associated with supportive services z

LRGV Support Service policy z

Audit Tools

Quality ISP z Criteria - LINK

Customer agrees to plan and is able to follow it z


ADD

Note: F3 (b), (c), and (d) are not necessarily sequential and can be used in combination.



F3 (b) - Refer customer to appropriate service(s)

Critical Steps

1. Refer customer to internal service provider as outlined in the ISP.

Provide the customer a copy of the Workforce Services calendar and discuss locations and times of service delivery options the customer may want to use.

Youth Services WIA – Internal Referrala.

- Leadership & Talent DevelopmentOccupational skills •Work experience internships/apprenticeships •Leadership activities •Character development activities •Mentoring opportunities (adult-to-youth, work experience, supervisory, •professional, situational, peer-to-peer)

Educational Pathways —GED preparation classes •Business Access – online GED (required independent laptop) •Texas Assessment of Knowledge and Skills (TAKS) remediation •Preparation for college entrance exams ((SAT, ACT, etc.) •General tutoring •Read and Right (reading enhancement program) •

Workforce system internal referralb. Workforce Center workshops – Access your WIT home page for a printout —of the calendar of events in the center. Make recommendations to attend workshops as appropriate.ITA – Complete the ITA form and give it and the customer’s file to the —manager.Job Corps – Call the Job Corps representative and schedule an appointment —for the customer. MET program – Call the MET representative and schedule and appointment —for the customer.Adult WIA – Refer the customer to a Career Counselor. —Child care services – refer the customer to the onsite Child Care Advisor. —



Youth SERVICES

2. Refer customer to external service provider, if appropriate. Describe availability of community services and assess customer interest in them. If appropriate, provide quality referrals to community service entities and/or other Workforce Solutions universal customer services.

Workforce system external (community service) referral —

- Educational referral – TSTC liaison, One-Stop Multi-Charter School, Mujeras Unidas GED, STC, UTPA, region 1, Weslaco Library evening GED classes, Sylvan Learning Centers

- Job placement – Internet job search engines, newspaper want ads

- Situationally-specific support service referral – Willacy-Cameron Multi-Service, Housing authority, MET, Dress for Success

- Counseling referral – Women’s shelter, local counselors who are Medicaid eligible, drug treatment facilities, etc.

3. Document referrals in TWIST in:

Case Notes —Needs and Referral tab —Service Tracking —

Support Functions

Contact internal service providers for scheduling purposes. z

Complete all necessary documents for service referrals. z

Contact external service providers to schedule appointments with customers. z

Provide customer’s basic contact information to external service providers. z

Provide customer with the service provider’s contact information. z



Tools Used

Referral packets with appropriate forms and documentation (both internal and zexternal)

Community Resource Guide z

Support service request forms and supporting documentation z

LRGV Support Services policy z


Telephones z

Audit Tool

ISP z

Needs and Referral tab in TWIST z


ADD



Youth SERVICES

NOTES



F3 (c) Conduct Educational Post-Assessment

Critical Steps

1. Contact customer on a monthly basis to inquire about educational progress and to assist/guide customer through any additional learning barriers and/or educational development needs he/she may have.

If customer is basic skills deficient in reading, math, and/or language, have the a. customer complete a post-TABE assessment test in the deficient subject areas. Deficient is defined as grade equivalent score of 8.9 or less. Note: The post-assessment must occur within 12 months following the customer’s initial TABE test date.

Review and discuss the post-TABE assessment with the customer. Focus on successes and evaluate additional service needs.

If customer is currently enrolled in post-secondary education, offer additional b. support services as needed, including related referrals, i.e. transportation assistance, child care, ITA, etc. Monitor progress throughout the entire period of post-secondary enrollment.If the customer is enrolled in a GED or high school education program, offer c. additional support services as needed, including related referrals. Monitor progress and attendance until the customer receives a diploma.

2. Update the customer's record in TWIST to include accomplishments, credential attainments, and/or support service needs.

Update customer's service plan —Update Intake Common Characteristics, if applicable —Update Service Tracking tab with completion of service —Enter any attainments in Performance Outcomes tab —Enter case notes accordingly —



Youth SERVICES

Support Functions

Establish monthly follow-up calendar. z

Assess customer’s resources and barriers as they relate to reaching the education zgoal(s).

Know the correct procedure for administering and scoring the post-TABE zassessment.

Set up materials for post-TABE assessment (account, manual, online). z

Be familiar with available support services and related referrals. z

Tools Used

Post-TABE Assessment z

Computers for online testing z

Paper post-TABE assessment and scoring form z

Timers z

Pencils and sharpeners z


Administrative manual for TABE z

Telephone listing of post-secondary educational institutions z

Audit Tool

ADD


ADD



F3 (d) Validate Transferable Skills

Critical Steps

1. Contact the customer to Administer Prove-It! assessment at least every six months.

Have a discussion with the customer to evaluate further training needs.

2. Contact customers enrolled in training (toward the attainment of a degree/certificate or employer-recognized credential) monthly to evaluate progress and needs.

3. Contact customers seeking employment monthly to assess job search progress and needs.

Evaluate soft skill or hard skill training needs for securing employment. Include job search services. Continue monthly contact until the customer becomes employed.

4. Contact underemployed customers monthly to evaluate employment search progress and define necessary steps toward becoming self-sufficient or more gainfully employed.

5. Update the ISP in TWIST to include accomplishments, credential attainments, and/or support service needs.

Update customer's service plan —Update Intake Common Characteristics, if applicable —Update Service Tracking tab with completion of service —Enter any attainments in Performance Outcomes tab —Enter case notes accordingly —



Youth SERVICES

Support Functions

Establish a monthly follow-up calendar. z

Be familiar with available support services and job search methodology. z



Instruct the system to email the scores to your email address. z



Tools Used

Computers with Prove-It! software, TWIST and Internet access z

Pencils and sharpeners z

Telephone listing of local occupational/vocational training providers z

Prove-It! Desk Aid z

Audit Tool

ADD


ADD

NOTE: WE HAVE NO INFORMATION RELATED TO F4(a) or F5(a).



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