nwd “service enhancement” (final draft: 8/12/15) 1 philadelphia

NWD “Service Enhancement” (Final Draft: 8/12/15)

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Philadelphia Works

No Wrong Door for Integrated, Quality Service Delivery

Bricks, Clicks, and Connect

Cross-Center Services

Chapter 4: Service Enhancement Team Operations

Table of Contents I. Overview of the Service Enhancement Team Within the No Wrong Door System…….…………………………………………………...……………….. page 4

A. Purposes of the Service Enhancement Team

B. The Service Enhancement Team Is One Cross-Center Services Team C. The Service Enhancement Team Works with Other No Wrong Door

Teams to Achieve Success

Exhibit 1: Cross-Center Services Organizational Chart and Staffing Exhibit 2: The Service Enhancement Team Supports Center Service Delivery and Provides Citywide Services to All Philadelphia Residents Exhibit 3: The Service Enhancement Team Works with Other No Wrong Door Teams to Achieve Success

II. Roles and Responsibilities of the Service Enhancement Team and Facilitators…………………………..……………………………………………………….. page 9

A. Overview of the Service Enhancement Team Roles

B. Responsibilities of the Facilitators C. The Service Enhancement Team’s Performance Goals and

Success Indicators


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III. Coordination of the Service Enhancement Team with Other No Wrong Door Service Teams….……………………………………………………..…. page 11

A. Coordinating with the PA CareerLink® Center Site Managers in

Populating the Universal, Basic Career Services Product Box

Exhibit 4: Center-Wide Integrated Services Delivery Customer Flow Chart Exhibit 5: Universal, Basic Career Services in the Product Box Continuously Available to All Center Customers After Initial JobGateway® Registration and the One-on-One Welcome Meeting Exhibit 6: Product Box Services Available After Program Eligibility and Enrollment Exhibit 7: Assigned Contractor Responsibility for Product Box Services

B. Coordinating with the Center’s Universal Services Team

C. Coordinating with the Center’s EARN Program Team

D. Coordinating with the Center’s WIOA Services Team

E. Coordinating with the Cross-Center Services Community Engagement and Outreach Team and the Centers’ Community Connections Liaisons on Community Connections Exhibit 8: Roles and Responsibilities of Cross-Center Services in Supporting the Success of Community Connections Partnerships

F. Coordinating with the Cross-Center Business Services Team to Increase Employer-Sponsored Products in the Product Box

G. Coordinating with the Business Services Team and the Integrated Job

Development Team to Ensure Workshop Content is Responsive to Employer-Demand

H. Compliance with Philadelphia Works Branding Requirements

IV. Populating the Universal, Basic Career Services Product Box with Workshops Delivered At the PA CareerLink® Centers………………………. page 27

A. Five Categories of Workshops to Be Offered B. A Robust Workshop Menu with Workshops Delivered Directly by


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the Facilitators and by Partners, Employers, and Volunteers

C. Service Enhancement Team’s Responsibility to Populate the

Product Box with a Wide Variety of Quality Workshops V. Quality Standards for Workshops Delivered At the PA CareerLink® Centers……………………………………………………………………... page 29

A. Minimum Workshops to Be Offered and Delivered

B. Standards for Workshop Content and Workshop Materials C. Timeliness and Neatness Standards D. Standards for Workshop Evaluation and Promotion of

Center Services E. Standards for Workshop Promotion F. Data Entry and Reporting Standards

VI. Virtual Delivery of Services……………………………………………………………...…. page 33

A. Working with Philadelphia Works to Implement Its Digital Strategy for the Delivery of Virtual Services

B. Examples of Virtual Services to Be Developed and Enhanced

by the Service Enhancement Team C. Providing Support for the Use of Virtual Services


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I. Overview of Service Enhancement Team Within the No Wrong Door System A. Purposes of the Service Enhancement Team

The primary purposes of the Service Enhancement function are to: 1. Coordinate, populate, and standardize the Universal, Basic Career

Services Product Box 2. Ensure the ongoing delivery and availability of these Universal, Basic

Career Services at all centers and virtually 3. Arrange, promote, deliver, and continuously improve a wide-range of

demand-driven, “skill advancement for employment” group workshops and job search workshops that are universally available to all Center customers

4. Develop and support virtual tools and services 5. Provide training and technical assistance on the use of virtual tools to

the staff of Community Connection Partners 6. Work with Philadelphia Works to continuously improve the job

seeker content of the Philadelphia Works website B. The Service Enhancement Team Is One Cross-Center Services Team

1. The Cross-Center Services Contractor has three teams who are

functionally led by the Cross-Center Services Manager: the Community Engagement and Outreach Team, the Business Services Team, and the Service Enhancement Team

C. The Service Enhancement Team Works with Other No Wrong Door

Teams to Achieve Success 1. The Service Enhancement Team supports all Center Teams by:

a. Enhancing the services available in the Universal, Basic Career Services Product Box for all Center and program customers

b. Delivering workshops at each Center on a frequent basis to

engage customers and prepare them with the skills they need to find jobs and help them find jobs

c. Training Center staff how to effectively promote workshops


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d. Developing effective promotional materials and strategies for Center staff to use in promoting workshop attendance

e. Delivering the “Welcome to the PA CareerLink® Center”

service orientation to introduce customers to Center services and as a prelude to potential registration into WIOA Services

f. Presenting a workshop on registration in and effective use of

JobGateway to improve the initial registrations completed during the Welcome Process

g. Providing approved workshops for EARN Program customers

to help them meet required participation hours h. Working with the Integrated Job Development Teams to learn

the challenges that job seekers are confronting in job finding to inform the development of workshops and workshop content

2. The Service Enhancement Team works with other Cross-Center

Services Teams by: a. Supporting the implementation of the Community Connections

Partner Agreements facilitated by the Community Engagement and Outreach Team and developed by the Centers’ Community Connection Liaisons

b. Working with the Business Services Team to learn employer

practices in recruitment and hiring to inform the development of workshops and workshop content

c. Partnering with the Business Services Team in increasing the

quantity of employer-sponsored products in the Product Box

3. The Service Enhancement Team works with Philadelphia Works to implement a digital strategy that increases the availability and use of virtual services

Reference Attached Exhibits: Exhibit 1: Cross-Center Services Organizational Chart and Staffing Exhibit 2: The Service Enhancement Team Supports Center Service Delivery and Provides Citywide Services to All Philadelphia Residents Exhibit 3: The Service Enhancement Team Works with Other No Wrong Door Teams


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Exhibit 1: Cross-Center Services Organizational Chart and Staffing

Cross-Center Services Manager

Community Engagement and Outreach Team

Team Leader

Community Engagement and Outreach Specialists

Business Services

Team

Team Leader

Business Services Representatives

Local Veterans’

Employment Representatives

Service Enhancement

Team

Team Leader

Facilitators


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Exhibit 2: The Service Enhancement Team Supports Center Service Delivery and Provides Citywide Services to All Philadelphia Residents

The PA CareerLink® Centers: All Centers, All Customers, All Services, and All Teams

Support for All Centers

- Facilitate Community Connections

Partner Agreements

- EARN Outreach and WIOA Reengagement


- Populate the Product Box with Employer-Sponsored

Products

- Responsive JobGateway Postings for Job Referrals


- Deliver Workshops at the Centers

for Center Customers

- Virtual Services for Center Customers

Cross-Center Services Supports the PA CareerLink® Centers in Service Delivery

Community Engagement and Outreach Team

Business Services

Team

Service Enhancement

Team

Cross-Center Services Provides Citywide Services

Citywide Services

- Community Connections

-Outreach EARN Customers

- Reengage WIOA

Customers

Citywide Services

- Employer Services

- JobGateway Posting, Matching, Referral

- Comprehensive

Recruitment Services

Citywide Services

- Promotion of Workshops

- Community Connections Workshops

- Virtual Services

All Philadelphia Residents and All Philadelphia and Regional Employers


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Exhibit 3: The Service Enhancement Team Works with Other No Wrong Door Teams to Achieve Success

Center Contractor and Center Site Administrator

All Center Teams

Community Connections Partnerships

Universal Workshops in the Product Box

Virtual Services

Community Engagement

Outreach Team

Community Connections Agreements

Partner

Workshops at Center

Workshops at

Partner Locations

Service Enhancement

Team

Populate the Product Box

Deliver Workshops at Centers

Support Community Connections

Develop and Support Virtual Services

The Business Services

Team

Develop Employer-Sponsored

Products for Product Box

Align

Workshop Content with

Employer Demand

Cross-Center Services Contractor and Cross-Center Services Manager


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II. Roles and Responsibilities of the Service Enhancement Team and Facilitators A. Overview of the Service Enhancement Team Roles

1. This team’s major responsibilities are:

(a) Increasing the quality, quantity, and usage of services available

to all Center customers in the Universal, Basic Career Services Product Box, including virtual services

(b) Populating the Universal, Basic Career Services Product Box in

all Centers by delivering popular, results-producing workshops that respond to the needs of Center customers

(c) Supporting the successful implementation of the Community

Connections Partner Agreements, including presenting workshops at Partner locations (if agreed) and providing Partner staff training in the use of virtual tools

(d) Developing meaningful virtual services that can be accessed by

all Philadelphians with internet-connectivity (e) Contributing to Philadelphia Works digital service strategy and

maintaining and continuously improving the job seeker content of the Philadelphia Works website

2. The team is composed of a Team Leader and Facilitators 3. All team members are cross-trained to fulfill any Service

Enhancement function so staff can be deployed as needed to meet service demands and achieve the team’s success metrics

B. Responsibilities of the Facilitators

1. Work as a team to expand the quantity, quality, and responsiveness of

universal, standardized services and products available to all Center customers at all Centers

2. Identify skill advancement for employment, job readiness, and job

finding group workshops to be offered at all Centers 3. Develop curricula and workshop materials that are responsive to

labor market demand and the wide variety of needs of Center customers


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4. Deliver the workshops at each of the centers and seek customer

feedback for continuous improvement 5. Promote and schedule additional workshops and other Center

services at each workshop delivered to encourage customer continuous engagement

6. Identify Community Connections Partners that could potentially

provide workshops at the Centers, promote the opportunity to do so, and arrange for delivery

7. Develop virtual workshops and learning opportunities for customer

access in the Centers, at Community Connection Partners, and at home 8. Collaborate with Center Site Administrators, Center Team Leads,

other Cross-Center Services Teams, and Philadelphia Works to continuously improve product box offerings, promote the services available, and increase use

9. Contribute to achieving the Team’s success indicators

C. The Service Enhancement Team’s Performance Goals and Success Indicators

1. The success of the Service Enhancement Team and function is

indicated by the: a. Number of customers using each services delivered by the

Service Enhancement Team in the Universal, Basic Career Services Product Box

b. Number of all Center customers attending at least one “skill

advancement for employment” group workshop c. Customer satisfaction with each universal product box service

delivered by the Service Enhancement Team d. Number of community and partner programs delivering

services in the product box at the Centers

2. Success on these metrics will be determined by data entered by the Service Enhancement staff into CWDS and required reports. It is the responsibility of the Cross-Center Services Manager to ensure that the data entered and the required reports are accurate and timely


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III. Coordination of the Service Enhancement Team with Other

No Wrong Door Service Teams A. Coordinating with the PA CareerLink® Center Site Managers in

Populating the Universal, Basic Career Services Product Box 1. Philadelphia Works seeks to enhance the quantity, quality,

responsiveness, and effectiveness of services available to all Center customers

This menu of services will be referred to as the “product box”. The term “product box” is used to describe the entirety of the tangible goods and services available to all customers and is used by both customers and staff. Customers access the product box to receive the services that are needed for them to become more employable and find jobs. For staff, it serves as a tool kit for meeting the talent need of employers.

2. Two Categories of Product Box Services

The Product Box is the heart of the Center and the reason that the Center exists. The Product Box includes all of the services potentially available to Center customers. The Product Box has two categories of services: a. Basic Career Services which are immediately and continuously

available to all Center Customers after the Welcome Process (including initial JobGateway® Registration and the one-on-one welcome meeting).

b. Program-Specific and Individualized Career Services that are

available after program eligibility and enrollment. (Program customers always have Basic Career Services available to them, as well.)

3. Center Site Administrator Responsibilities for the Product Box

and Service Access a. The Site Administrator is responsible for ensuring all Center

customers have immediate and continuous access to the Universal, Basic Career Services in the Product Box.


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b. The Site Administrator is also responsible for populating the Universal, Basic Career Services Product Box with the following services (when provided to customers one-on-one):

(1) Career Resource Center (2) Job Matching for Job Leads and Staff-Assisted Referrals (3) Initial Skill Assessment (4) Labor Market Information (5) Referrals to Community-Based Organizations (6) Referrals to Program Partners for Potential Eligibility

and Enrollment

4. Cross-Center Services Manager and Service Enhancement Team Responsibilities for Populating the Product Box The Cross-Center Services Manager and its Service Enhancement Team has responsibility for populating the Universal, Basic Career Services Product Box with certain services: a. The Service Enhancement Team is responsible for ensuring the

availability of a wide range of job finding and skill advancement for employment group workshops for customers (at the Center, in other community locations, and virtually).

b. The Business Services Team is responsible for arranging

employer-sponsored services, including in-Center recruitment events and pre-referral/pre-hire testing.

c. While the Cross-Center Services Teams are responsible for

ensuring availability of these services, it is the Center Site Administrator (through the Universal Services Team and the WIOA Services and EARN Program Teams) who is responsible for helping Center customers access these services.

d. The Cross-Center Services Manager and the Service

Enhancement Team has responsibility for populating the Product Box with certain Program-Specific Services: (1) The Service Enhancement Team (working with

Philadelphia Works and with the Business Services Team) is responsible for making available On-the-Job, Customized, and Occupational Training opportunities available for WIOA Services customers.

(2) The Service Enhancement Team (working with

Philadelphia Works) is also responsible for making On-


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the-Job Training and EARN-funded Job Specific Skills Training opportunities available to EARN Program customers.

(3) While this Cross-Center Services Team is responsible

for ensuring the availability of these products, it is the Site Administrator (through the WIOA Services and EARN Program Teams) who is responsible for helping customers access these services.

5. Product Box Enhancement, Staff Training, and Continuous

Improvement a. The Center Site Administrators and the Cross-Center Services

Manager will meet regularly to discuss and continuously improve the quantity, quality, responsiveness, and use of the services in the Product Box.

b. The Site Administrator will ensure that all Center staff are

trained in the content of all services in the Universal, Basic Career Services Product Box (especially group workshops) and know how to successfully promote and schedule the services for customers.

c. The Cross-Center Services Contractor (through its Service

Enhancement Team) will assist in training Center staff in understanding the workshops available and providing the Centers with promotional materials to use in urging customer attendance.

Reference Attached Exhibits:

Exhibit 4: Center-Wide Integrated Services Delivery Customer Flow Chart Exhibit 5: Universal, Basic Career Services in the Product Box Continuously Available to All Center Customers After Initial JobGateway® Registration and the One-on-One Welcome Meeting Exhibit 6: Product Box Services Available After Program Eligibility and Enrollment Exhibit 7: Assigned Contractor Responsibility for Product Box Services


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Exhibit 4: Center-Wide Integrated Services Delivery Customer Flow Chart

Front-Desk Greeting: All Center Customers

First-Time Center Customers

(Invited, Referred, Walk-in)

Return Center Customers

(Appointments, Workshops, Events, CRC)

Initial JobGateway® Registration

One-on-One Welcome Meeting

Option:

Meet One-on-One with Skills+Employment

Staff

and/or

Option:

Refer to Program Partner for Potential Eligibility

The Product Box:

Basic Career

Services

Partner Programs and

Program-Specific Services

Use CRC Resources

and/or

Attend Workshop

and/or

Participate in Center Event

and/or

Meet One-on-One with Skills+Employment

Staff

and/or

Appointment With

Partner Program Staff


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Exhibit 5:

Universal, Basic Career Services in the Product Box Continuously Available to All Center Customers After Initial JobGateway® Registration and One-on-One Welcome Meeting

Center Welcome:

- Greet and Thank for Coming

- Initial JobGateway® Registration and Profile

- Initial Assessment and Initial Job Matching

- Referrals to Partner Programs and CBOs

- Opportunity to Meet with Skills+Employment Staff for Customized Workforce Advice

- Immediate Availability of Universal Services in Product Box

- Next Steps: Promote, Recommend, Schedule First Universal, Basic Career Service/s

Product Box: Universal, Basic Career Services (Available to All Center Customers)

- Access to Career Resource Center with Staff Support, When Needed and Wanted

- System, Center, and Program Intake and Orientation

- Initial Assessment of Skill Levels, Aptitudes, Abilities, and Supportive Service Needs

- Labor Market Information to Inform Job Search Strategy and Career Choice

- Job Search and Placement Assistance

- Job Matching for Job Leads and Staff-Assisted Job Referrals

- Job Finding, Job Readiness, and Skill-Advancement for Employment Workshops

- Invitation to Employer-Sponsored In-Center Recruitment Events

- Information and Assistance on Filing Claims for Unemployment Compensation

- Information on Performance and Cost of Workforce Investment Activities

-Information on Supportive Services or Assistance

- Assistance in Establishing Financial Aid Assistance for Training and Education

- Referrals to and Appointments with Workforce System Partners and CBOs

- Referral to Center Program Partners (Including WIOA Services)


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Exhibit 6: Product Box Services Available After Program Eligibility and Enrollment

Welcome Meeting

Referral

Skills+Employment Meeting

Referral

Partner Programs and Staff

- EARN - WIOA Title I Adult and Dislocated Workers Intensive/Training

- myPlace (WIOA Title II Literacy) - Disabled Veterans’ Outreach Program

- Office of Vocational Rehabilitation - 55+

- Trade

Program-Specific Operations

- Program Eligibility and Enrollment - Program Compliance and Reporting

Potential Program-Specific Product Box Services (Defined by Each Individual Program Partner)

- Case Management

- Assessment (such as Work Keys, TABE, and Prove It)

- Connection to Support Services

- Group and Individual Career Counseling and Planning

- Individual Employment Plan (Including Career Goals)

- Structured Job Search

- Job Development and Staff-Assisted Placement Services

- Staff-Assisted, Individualized Skills Development Strategies (e.g., KeyTrain)

- Work Experience/Community Service/Supported Work

- WIOA-funded On-the-Job Training and Customized Training

- WIOA-funded Occupational Training (ITA) and EARN Job-Specific Skills Training

Universal Product Box Services Are Always Available to All Center Customers


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Exhibit 7: Assigned Contractor Responsibility for Product Box Services

Universal, Basic Career Services Immediately Available, Direct Access Services (Immediately Available After Welcome Process and Continuously Available to All Customers)

Product Box Service

Center Contractor

Cross-Center Contractor

Notes/ Collaboration

Access to Career Resource Center with Staff Support

X

Initial Assessment of Skill Levels, Aptitudes, Abilities, and Supportive Service Needs

X

Labor Market Information X

Job Search and Placement Assistance

X

Job Matching and Staff-Assisted Job Referrals

X

Information/Assistance in Filing Unemployment Compensation Claims

X

Information on Supportive Services, Performance and Costs

X

Assistance in Establishing Financial Aid Assistance for Training

X

Referral to Center Program Partners for Potential Eligibility

X

Referrals to and Appointments with Workforce System Partners and CBOs

X

Job Finding, Job Readiness, and Skill-Advancement for Employment Workshops and Job Clubs (Virtual and In-Person)

X

Pre-Referral/Pre-Hire Testing for Skill Verification

X

Working with Center Site

Administrator

Invitation to Employer-Sponsored In-Center Recruitment Event/s

X

Working with Center Site

Administrator

WIOA Title II Literacy Services X With Partner


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Exhibit 7: Assigned Contractor Responsibility for Product Box Services (Continued)

WIOA and EARN (Program-Specific) Product Box Services (Available to Customers After Specific Program Eligibility and Program Enrollment)

Center Contractor

Cross-Center Contractor

Notes/ Collaboration

Case Management X

Comprehensive Assessment X

Support Services X

Individual Employment Plan X

Structured Job Search X

Individual Career Counseling and Planning

X

Staff-Assisted, Individualized Skills

Development Strategies (e.g., KeyTrain)

X

Work Experience/ Community Service/

Supported Work

X

Job Development

X

Working with the Business Services

Team

Group Career Counseling and Planning

X

When in Workshop Format

On-the-Job Training

and Customized Training

X

Working with the Business Services

Team Occupational Training

(ITA)

X

Working with Philadelphia Works

EARN Job Specific Skills Training

X

Working with Philadelphia Works


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B. Coordinating with the Center’s Universal Services Team

1. The Universal Services Team is responsible for greeting Center customers, implementing a one-on-one welcome process, staffing the Career Resource Center, and providing (if requested) additional one-on-one

2. The Service Enhancement Team will support the success of the

Universal Services Team by: a. Developing promotional materials for all workshops, including

flyers, posters, video-display feeds, descriptions and schedules on the website, and other innovative methods to encourage workshop attendance

b. Providing training to Center staff on the content of the

workshops C. Coordinating with the Center’s EARN Program Team

1. EARN Program customers are required to participate in the EARN

Program with a minimum number of participation hours per week 2. Workshops delivered by the Service Enhancement Team may help

EARN customers meet those participation hours 3. There are two types of workshops that count for participation when

customers attend: (a) Job Seeking Workshops (such as, effective job applications,

resume development, and interviewing skills) (b) “Skill Advance for Employment” where the skills taught are

tied to a specific occupations (such as, cash register training for retail jobs; customer service in hospitality jobs; and food safety for restaurant jobs)

4. The Service Enhancement Team will work with the EARN Program

Teams to ensure that workshops delivered meet the above criteria for the workshops to count for EARN Program participation

5. EARN customers frequently have special challenges in finding

employment may be looking for first jobs or seeking jobs with a spotty work history


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6. The Service Enhancement Team will ensure the workshop content and materials respond to the challenges of EARN customers by either including these challenges within the general workshops offered or designing and delivering workshops targeted to these special challenges

7. The EARN Program Team includes staff who serve as “Instructors”

and provide program orientation and group workshops for EARN customers

8. The Facilitators located at each Center will work with the EARN

Program Instructors located at the Center to ensure that customer learning is mutually reinforced and content presented is complementary and not contradictory

9. The Service Enhancement Team will ensure all EARN Workforce

Advisors have the most recent workshop schedule, know the major content of the workshops, receive promotional materials to encourage workshop attendance, and are trained in how to effectively promote the workshops

D. Coordinating with the Center’s WIOA Services Team

1. Customers who are interested in WIOA’s “Structured, Supported Job Finding Services” or “Training for Employment Services” are required as a first step to attend the “Welcome to the PA CareerLink® Center” service orientation

2. The Service Enhancement Team is responsible for delivering this

service orientation on at least a weekly basis in each Center 3. Each customer who becomes a participant in WIOA Services is

required to have a “Job Finding Action Plan” 4. The “Job Finding Action Plan” includes the promotion and scheduling

of Center Workshops 5. The Service Enhancement Team will ensure all WIOA Workforce

Advisors have the most recent workshop schedule, know the major content of the workshops, receive promotional materials to encourage workshop attendance, and are trained in how to effectively promote the workshops

E. Coordinating with the Cross-Center Services Community


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Engagement and Outreach Team and the Centers’ Community Connections Liaisons on Community Connections 1. Overview of Community Connections Partnerships

a. Philadelphia Works is committed to strong relationships

and connectivity with community-based organizations. These CBO relationships increase participant access to the Center’s workforce services and provide Center participants with valuable wrap-around services to meet their needs. This will be accomplished by developing formal Community Connections Agreements with community-based organizations

b. These agreements will include protocols for referrals to and

from the Center and the CBOs, cross-training of Center and CBO staff in services available, onsite delivery of workshops and Center orientations at the CBOs (if desired, requested, and agreed), and an opportunity for the CBOs to provide out-stationed services at the Center on either an itinerant or performance basis

c. The relationship with CBOs through Community Connection

Partnerships includes Philadelphia Works’ commitment to implement a strategy that incorporates web-based tools and information that will be available to maximize the partnership by providing training and technical assistance

2. The Goals of Community Connections

a. Build a network of community organizations throughout

Philadelphia that have formal working relationships with PA CareerLink® centers to help more customers access and benefit from workforce services

b. Expand the number of locations and organizations serving as

Community Connections Partners with Enhanced Partner Agreements

c. Provide more workforce services (including virtual services) at

community locations and offer community organizations the opportunity to provide services at the PA CareerLink® centers

d. Develop professional and defined customer referral

relationships between the staffs of community organizations


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and PA CareerLink® through cross training, resource mapping, and clear service referral protocols

e. Increase the number of Philadelphians registering in

JobGateway® to expand the pool of talent available to employers and to help job seekers to identify jobs for which they are qualified

3. Overview of the Enhanced Community Connection Partner

Agreement Process a. The Site Administrator of each PA CareerLink® Center will

name one staff person from the Universal Services Team to act as the Center’s Community Connections Liaison

b. The Community Engagement and Outreach Team Leader will

name a specific staff person to work with each Center’s Community Connections Liaison

c. The Community Connections Liaison will work with the

Community Engagement and Outreach Team to develop a Enhanced Community Partner Agreement

d. The Agreement may include plans for the Partner to deliver

services and workshops at the Centers and/or the delivery of workshops and orientations at the Partner location

e. The Agreement will include the virtual tools to be made

available at the Partner location and the staff training needed to effectively use the tools

4. Role of the Service Enhancement Team in Implementing the

Community Connection Partner Agreement a. After the Agreement is signed, the Service Enhancement Team

will work with the Partner (through the responsible Community Connections Liaison and with the Community Engagement and Outreach Team) to:

1. Ensure the Partner has available to them the promised

virtual tools 2. Arrange and deliver the defined Partner staff training in

the effective use of the virtual tools


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3. Provide any agreed-upon workshops and orientations at the Partner location

4. Arrange for any agreed-upon Partner delivery of

workshops at the Center/s, include the workshop on the schedule of Center workshops, and be available to assist the Partner in promoting attendance at the workshop

5. CWDS Data Entry for Workshops and Orientations at a Partner

Location

a. It will be expected that Partners will have assisted their customers in registering into JobGateway prior to the workshop and/or orientation

b. If those attending have been registered and have a customer

record, the Service Enhancement facilitator will record the service delivered in the customer record using similar processes as if the workshop was being delivered at a Center

c. If those attending have not been registered, they will be encouraged to do so

6. CWDS Data Entry for Partner Workshops Delivered at the

Centers a. Community Connection Partners delivering workshops at the

Center will be required to collect the names (and customer identification numbers) from those attending

b. The attendance list will be used by the Service Enhancement Team to enter the appropriate service information into CWDS

Reference Attached Exhibit: Exhibit 8: Roles and Responsibilities of Cross-Center Services in Supporting the Success of Community Connections Partnerships


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Exhibit 8: Roles and Responsibilities of the Service Enhancement Team in Supporting the Success of Community Connections Partnerships

The PA CareerLink® Center

- Works with Cross-Center Services Community and Engagement Outreach Team to Develop Signed Agreement with Community Connections Partners in the Center’s Area

- Center Site Administrator Appoints Community Connections Liaison

- Center Makes and Receives Referrals from Community Connection Partners

Community Connection

Partner

- Signs Agreement

- Makes and Receives Referrals

- Potentially Offers Services at Center

- Potentially Has Onsite Center Orientations and Workshops

- Helps Customers

Access Virtual Services

Cross-Center Services: Community Engagement

and Outreach Team

- Works with Site Administrators, Community Connections Liaisons,

and Potential Partners to Sign Community Connections Agreement

- Provides Technical Assistance to

Community Connections Partners in Maximizing Virtual Services

- Continuously Improves the

Community Connection Strategy

Cross-Center Services: Service Enhancement Team

- Provides Opportunities for Community Connection Partners to Offer Services at Center

- Delivers Center Orientations and Workshops at Community Connection Sites (As Agreed)

- Develops Virtual Services for Access by Customers of Community Connection Partners

- Trains Partner Staff in Assisting Customers with JobGateway and Virtual Services


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F. Coordinating with the Cross-Center Business Services Team to Increase Employer-Sponsored Products in the Product Box 1. The Business Services Team works with the Cross-Center Services

Service Enhancement Team to increase the availability of Employer-Sponsored Products

2. The Business Services Team is responsible for populating the Job-

Seeker Product Box with the following services as it outreaches employers and provides Comprehensive Recruitment Services: a. JobGateway job openings that respond to the skills,

characteristics, and interests of Center customers (including WIOA, EARN, and Unemployment Insurance customers)

b. Employer-sponsored workshops c. In-Center hiring events d. Employer-sponsored pre-referral and/or pre-hire testing and

assessments for skill verification e. Employer-sponsored training (including On-the-Job and

Customized Training) G. Coordinating with the Business Services Team and the Integrated Job

Development Teams to Ensure Workshop Content is Responsive to Employer-Demand

1. It is the responsibility of the Service Enhancement Team to ensure

that all workshops (and virtual services) are “demand-driven” that reflect the realities of the Philadelphia labor market and frequent employer practices in the hiring process

2. The Business Service Team and the Integrated Job Development

Teams have the responsibility to continuously assess the aggregate job market for the most common employment practices used by employers in recruiting, vetting, and selecting job applicants

3. This aggregate analysis of employer and labor market demand

identifies the most common employer hiring practices in: a. Application and resume submission and review b. Pre-employment testing protocols and instruments


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c. Hiring requirements (including background checks) d. Interview methods and interview questions asked

4. This analysis is the primary driver for the Service Enhancement Team’s development and content of workshops to be offered to job seekers

5. The Business Services Team, the Integrated Job Development Teams,

and the Service Enhancement Team will meet on a quarterly basis to:

a. Discuss the aggregate analysis of current employer hiring practices in job application and resume review, interviewing, and selection

a. Review the content of current job finding workshops to ensure

alignment with demand

b. Recommend new workshop content and workshops to help job seekers become more competitive in the hiring process

H. Compliance with Philadelphia Works Branding Requirements

1. The Cross-Center Contractor and its Service Enhancement Team will

comply with all Commonwealth and Philadelphia Works branding and style requirements

2. All materials used to promote or deliver services will be reviewed for

compliance with this requirement and approved by Philadelphia Works prior to use


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IV. Populating the Universal, Basic Career Services Product Box with Workshops Delivered at the PA CareerLink® Centers A. Five Categories of Workshops to Be Offered

1. Service Orientations

An overview and introduction to PA CareerLink® Center services and/or Partner services

2. Job Finding Skills and Tools and Job Readiness

Job finding and job readiness workshops (including job clubs) that are popular with Center customers, are responsive to the diversity of Center customers (particularly first-time job seekers and those with barriers to employment), mirror employer hiring expectations and practices, and produce tangible outcomes

3. Skill Advancement for Employment

a. Short-duration workshops to help customers become more competitive and that respond to employer skill demands at job entry (e.g., learning of software applications, customer service skills, and “cash register” orientation for those potentially entering retail and hospitality industry jobs and test preparation to increase the customer’s performance on employer’s and placement/entrance tests)

b. Workshops that enhance the customer’s literacy in English

and/or prepares them for GED testing c. Digital literacy to help customers find employment, access

virtual services, and be prepared to learn and use employer-specific software applications

4. Life Management Skills for Employment

Workshops to help customers manage their non-work life to be able to cope with finding and retaining a job, including topics such as financial literacy and problem-solving

5. Overcoming Challenges to Employment for Special Populations


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Workshops that target specific customer segments with special challenges to finding jobs (such as, ex-offenders, older workers, veterans) with strategies to overcome those challenges

B. A Robust Workshop Menu with Workshops Delivered Directly by the

Facilitators and by Partners, Employers, and Volunteers 1. Workshops may be developed and delivered by:

a. Service Enhancement Team Facilitators

b. Partners with Enhanced Community Connections Partner

Agreements

c. Employers

d. Guest speakers and panels C. Service Enhancement Team’s Responsibility to Populate the Product

Box with a Wide Variety of Quality Workshops 1. The Service Enhancement Team is responsible for the breadth of the

workshop menu in its entirety 2. The Service Enhancement Team is responsible for promoting the

workshops and ensuring the workshops meet the defined quality standards, regardless of who delivers workshops


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VI. Quality Standards for Workshops Delivered At the PA CareerLink® Centers

A. Minimum Workshops to Be Offered and Delivered 1. The following workshops will be delivered at least once a week at

each PA CareerLink:

a. Service Orientation

(1) “Welcome to PA CareerLink® Center” b. Job Finding Skills and Tools

(1) Getting the Best Jobs from JobGateway (including enhancement of the initial registration and profile and how to match for job opportunities on JobGateway)

(2) Hot Jobs in Philadelphia (understanding labor market

demand) (3) Exploring Careers (4) Effective Job Applications (including both online and

paper applications) (5) Using Social Media to Find Jobs (6) Developing Resumes and Cover Letters (principles) (7) Resume Critique (customized resume improvement) (8) Interviewing Skills

c. Skill Advancement for Employment

(1) Digital Literacy (2) At least one occupation-specific skill development

workshop d. Life Management Skills for Employment (Including Financial

Literacy) and Overcoming Challenges to Employment for Special Populations


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(1) At least two workshops in either of these two workshop categories responding to the needs of Center customers

e. While not a “workshop”, the Service Enhancement Team is also

responsible for monitoring TABE testing and providing this service frequently enough to respond to need and demand by Center customers

B. Standards for Workshop Content and Workshop Materials

1. Job-seeker needs and interests, employer demand, and labor market realities will drive the content of the workshops

2. Content will be continuously assessed for responsiveness and

continuously improved using evaluations from workshop attendees and ongoing consultation with the Business Services Team, the Integrated job Development Team, and the EARN and WIOA Services Program Teams

3. The Service Enhancement Team will standardize workshop content

and materials, with each Facilitator having the flexibility to customize the presentation to those attending each workshop

4. The workshop curricula and delivery will respond to the wide variety

of adult learning styles 5. All workshops will have printed materials to be used by attendees

while participating in the workshop and as reference materials for use after attending the workshop

6. All materials will be written at no higher than a sixth-grade reading

level 7. All materials and audiovisuals with comply with Commonwealth and

Philadelphia Works branding standards and will be approved by Philadelphia Works prior to use

C. Standards for Workshop Evaluation and Promotion of Other Center

Services

1. At the end of each workshop, the Facilitator will: a. Summarize the workshop’s major points


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b. Ask the attendees what they learned and what they will do next to apply the learning

c. Recommend and promote additional workshops and Center services as next steps

d. Seek oral and written feedback on the attendee’s satisfaction with the workshop

D. Timeliness and Neatness Standards

1. All workshops will start on time and end on time 2. Workshop rooms will be kept neat, uncluttered, and attractive

E. Standards for Workshop Promotion

1. Each workshop will have a short, benefit-oriented description 2. These descriptions will be used to prepare a comprehensive

workshop calendar (updated on at least a monthly basis) to be included in the job seeker content of the Philadelphia Works website

3. Each workshop will have a promotional flyer with motivational copy

describing the: a. Benefits of attending b. Content to be presented c. “Satisfied customer” quotes from workshop attendees d. Facilitator’s name with a brief description of qualifications e. The dates, times, and location for the workshop

4. These workshop promotional flyers will be posted in the Career Centers and distributed to each Workforce Advisor for use in promoting the workshop to their customers

5. The Service Enhancement Team will use a variety of methods to

support the Workforce Advisors promotion of the workshops, including the presentation to staff of workshop content and encouraging Workforce Advisors to attend the workshops


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F. Data Entry and Reporting Standards

1. The Facilitator delivering the workshop will enter the appropriate service code with a case note in CWDS for each attendee

2. This CWDS data entry will be entered not later than three business

days after the workshop is held

3. Workshops are to be entered onto the CWDS Calendar of Events. Participants are to be registered to the workshop and each participant’s registration status must be updated to reflect whether that participant attended the workshop.

4. The Facilitator will report the name of any scheduled EARN customer

who did not attend to the EARN Program Team on the same day the workshop is held

5. The Service Enhancement Team will prepare a monthly, summary

report on workshops which includes at a minimum the data to assess progress on the Team’s success indicators: a. Number of customers using each universal product box service

delivered by the Service Enhancement Team b. Number of all Center customers attending at least one “skill

advancement for employment” group workshop c. Customer satisfaction with each universal product box service

delivered by the Service Enhancement Team d. Number of community and partner programs delivering

services in the product box at the Centers


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VI. Virtual Delivery of Services

A. Working with Philadelphia Works to Implement Its Digital Strategy for the Delivery of Virtual Services 1. The Philadelphia Work’s “No Wrong Door” strategy is to provide

increased customer access to services through “bricks” (PA CareerLink® Centers), “clicks” (virtual services), and “connect” (Community Connections Partnerships)

2. The Cross-Center Services Contractor and its Service Enhancement

Team will work with Philadelphia Works to implement creative “click” ideas through the use of technology to broaden, enhance and improve access to services.

B. Examples of Virtual Services to Be Developed and Enhanced by the

Service Enhancement Team

1. Generate content from workshops and interviews with job seekers for use in an upcoming Philadelphia Works YouTube channel and for the Philadelphia Works website

2. Online Job Clubs

3. Online Assessments and Career Exploration Tools

4. Software tools, such as (but not limited to) Resume Writer, IT Academies, CareerCoach, and video libraries of occupations, education and literacy

C. Providing Support for the Use of Virtual Services

1. The Service Enhancement Team supports usage of virtual services by:

a. Promoting the Virtual Services on the Philadelphia Works website, in mass and social media, at the Centers, and at the Community Connection Partners’ locations

b. Training and providing ongoing technical assistance to Center

and Community Connection Partner staff in the effective use of virtual tools and how to promote them to customers

c. Teaching workshops on how to access and effectively capture

the benefits of virtual services

nwd “service enhancement” (final draft: 8/12/15) 1 philadelphia

Documents