Appendix A 

Profiles of Study Sites 

Hillsborough County, Florida................................................................ A-1 

Pinellas County, Florida........................................................................ A-7 

Boston, Massachusetts ....................................................................... A-13 

Hampden County, Massachusetts................................................... A-18 

Northern Nevada................................................................................ A-22 

Southern Nevada................................................................................ A-26 

Essex County, New Jersey.................................................................. A-30 

Passaic County, New Jersey ............................................................. A-34 

Lane County, Oregon ........................................................................ A-39 

Oregon Region 2................................................................................. A-44 

Northwest Pennsylvania..................................................................... A-49 

Three Rivers, Pennsylvania................................................................. A-54 

Gulf Coast, Texas ................................................................................ A-59 

Tarrant County, Texas......................................................................... A-65 

Bay Area, Wisconsin ........................................................................... A-71 

Milwaukee County, Wisconsin .......................................................... A-76 
Appendix A: 

Profiles of Study Sites

Hillsborough County, Florida 

June 26–28, 2002 

Community Context 

Hillsborough County is located midway along Florida’s west coast, adjacent to Tampa Bay. The county 

covers just over 1,000 square miles and encompasses the city of Tampa, which is the county seat. 

Tampa’s residents represent one-third of the county’s population of 998,948 residents. African Americans 

make up 15 percent of the population, and Latinos are 18 percent of the area’s population. 

While Tampa was long associated with cigar-making and grand hotels, currently the local economy is 

founded on a diverse base that includes tourism, agriculture, construction, finance, health care, 

technology, and the port of Tampa. Like the rest of Florida, Tampa’s population has boomed over the last 

ten years, increasing by 20 percent since 1990. As a reflection of this growth, eleven new schools opened 

in Tampa in 2001. The industries experiencing the fastest growth are health care, skilled construction 

trades, and education. At the time of the site visit, the unemployment rate for Tampa and the surrounding 

area was 4.7 percent, compared to 5.3 percent for Florida as a whole. 

One-Stop Implementation 

Florida enacted the Workforce Florida Act in 1996, which created One-Stop Career Centers, and 

mandated that TANF participate in the centers as a partner. The state also received its first One-Stop 

Implementation Grant from DOL that year, and received another in 1997. In 2000, Florida’s SB2050 

became law, requiring that TANF and WIA boards consolidate, and combining employment-related 

funding streams under the administration of local workforce boards. This legislation also devolved 

supervision of local staff of the state Agency for Workforce Innovation (AWI, the state’s Employment 

Service agency) to One-Stop Operators through the local workforce boards. 

The state emphasizes performance-based contracting, and rewards local boards with incentives for 

meeting or exceeding performance standards. AWI compiles data on local area achievement of 

performance criteria and issues color coded reports for all local areas on a monthly and quarterly basis. 

The state workforce board stresses three types of populations and outcomes that are reflected in the state’s 

outcomes standards: 1) first jobs/first wages; 2) better skills/better wages; and 3) high skills/high wages. 
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Hillsborough County was one of three local areas in Florida that originally had separate TANF and WIA 

workforce boards. The process of merging these boards under SB2050 was contentious in all three areas 

and slowed the implementation of WIA. In December 2001, a new nonprofit agency called the 

Hillsborough County Workforce Board, Inc. (HCWB) was created to administer and support the county’s 

new combined workforce board. While HCWB is not itself a county agency, about half of the individuals 

on its staff are employees leased from the County. Since Hillsborough County had staffed the board 

before HCWB was established and did not want to lay off its entire JTPA staff, this arrangement 

maximized continuity of services and resolved a key point of negotiation between the new board and the 

County. HCWB and Hillsborough County signed three MOUs: 1) representing the Local Elected 

Officials, the County established HCWB as administrative and fiscal entity for WIA and TANF; 2) a 

second one agreement engaged the County to provide WIA adult eligibility and case management 

services; and 3) the final agreement leased County administrative and fiscal staff to the local board. All of 

these agreements are transitional, designed to support the new board as it became established. 

Local System Structure 

Hillsborough WorkForce Centers (or One-Stops—four comprehensive and one satellite) currently are 

located in Tampa, Brandon, Plant City, Apollo Beach, and Ybor City. HCWB’s “flagship” center is 

WorkForce Tampa, located in a former mall. WorkForce Tampa occupies 100,000 square feet, houses 

multiple staff of all the One-Stop partner agencies, and serves the majority of the system’s total traffic. 

Hillsborough County’s One-Stops hosted over 195, 000 customer visits during Fiscal Year 2002, and won 

the state workforce board’s Award for Outstanding Performance for its achievement on the state’s 

performance standards. 

Based on their experience in administering JTPA, Hillsborough County staff interpreted WIA regulations 

requiring partners to provide financial support to the One-Stop system more strictly than did other local 

areas visited during this study. Before HCWB was established, the County secured the commitment of 

nine partner agencies to contribute $13,000 each to fund the One-Stop Operator contract. Hillsborough 

County was the only local area in Florida to solicit funds from One-Stop partners for this purpose. This 

approach was seen as a means of encouraging integration of One-Stop partners, and increasing the 

partners’ investment—both literally and figuratively—in the success of the program. In HCWB’s second 

year, some One-Stop partners expressed reluctance to contribute funds for One-Stop operations, and so 

the local board used administrative funds to cover about half of the contract amount. Beginning in July 

2002, HCWB covers the entire cost of the One-Stop operations contract from its administrative funds. 
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The County originally used an RFP process to select Goodwill Suncoast as One-Stop Operator. After the 

merger of the TANF and WIA boards was complete, the County assigned all contracts and leases to 

HCWB, including Goodwill’s contract. Goodwill’s contract has a one-year term, with two option years. 

Goodwill’s contract is relatively small, funding a One-Stop Coordinator to provide off-site management 

support and technical assistance to the five One-Stops. Day-to-day operations at each of the WorkForce 

Centers are the responsibility of a site management team consisting of team leaders from three key 

mandated partner agencies (TANF, AWI Wagner-Peyser-funded staff, and Welfare to Work). The OneStop Coordinator is available by phone and email, and meets in-person weekly with each center’s 

management team to ascertain where operational difficulties exist and coordinate with partners to find 

solutions. 

The One-Stop Coordinator appoints the lead AWI (Employment Service) person at each WorkForce 

Center, who serves as supervisor for these state staff. The Coordinator also acts in a technical supervisory 

capacity over the lead AWI staff. The responsibility for oversight of AWI staff at the local level adds 

further complexity to the One-Stop Coordinator’s role. While AWI staff play a critical intake role in the 

centers, and the One-Stop Operator contract holds the Coordinator accountable for their performance, the 

Coordinator has relatively little authority over these staff. They are mandated state merit employees, with 

tenure and seniority agreements that take precedence over any supervisory decisions that the Coordinator 

might make. In addition, AWI staff are partners who rate their satisfaction with the One-Stop 

Coordinator. A negative partner satisfaction rating can impact Goodwill’s reimbursement. 

Goodwill’s compensation is performance-based. HCWB may withhold payment of two percent of 

Goodwill’s monthly invoice if: a) the One-Stop partners do not meet their performance standards for 

serving and placing customers; b) participant customer satisfaction ratings for the centers drops below a 

specified point; and c) partner satisfaction with the One-Stop Coordinator drops below a specified point. 

Though the One-Stop Coordinator is accountable for the performance of the One-Stops as a system, 

Goodwill’s role in achieving performance measures is indirect and the Coordinator has limited authority 

to influence partners’ performance directly. 

Service Delivery 

Core Services primarily are provided by AWI staff. Volunteer staff from the National Council on Aging 

also help support the resource rooms. 

Under a MOU, the Hillsborough County Economic Development Department’s Employment and 

Training Division (E&T) provides intensive services to dislocated workers and WIA adults. HCWB 

agreed to pay the County just over $1 million for E&T staff to provide outreach, intake, eligibility 
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Profiles of Study Sites 

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determination, assessment, links to support services, and follow-up services to WIA customers. The MOU 

does not specify the number of customers to be served, since this outcome depends upon customers’ 

training choices and the cost of various training programs, nor does it include the provision of career 

counseling services. 

 

Training 

To be eligible for the ETPL, training providers must be licensed by the state, offer training in a demand 

occupation, and participate in the Florida Education and Training Placement Information Program 

(FETPIP), designed for community colleges. The FETPIP system tracks student outcomes, including 

placement, wages, and job retention over time. 

HCWB signs master agreements with each training provider. These agreements specify the types of 

training offered, the length of training, and the cost per student. The agreements also commit the 

providers to collecting follow-up information from students and forwarding it to the local board. 

Customers’ ITA vouchers then refer to the terms of the master agreement. During Program Year 2001, 

customers used 43 different training providers. 

Youth 

HCWB contracts with Excel Associates to serve both in- and out-of-school youth. Excel hires up to three 

teachers on a consultant basis at each of six schools across the county. Each teacher serves as advocate for 

up to 25 students in Excel’s after school program. Excel has MOUs with each school to use its facilities. 

WIA Youth activities include academic workbooks, on-line basic skills tutoring, life skills training, and 

basic computer skills. Students who participate in the program over the summer are paid stipends. Out-ofschool youth are primarily identified through the One-Stops, and receive core services from AWI staff. 

Monitoring and Oversight 

HCWB contracts with KPMG to assist with establishing monitoring systems and systems for internal 

accountability. Because KPMG recently was hired as the Florida state monitor, this contract will not be 

renewed, and board staff plan to issue an RFP to secure monitoring services from another source. HCWB 

staff in the contract and accounting offices performs desk and on-site monitoring functions for all 

programs and contracts on a consistent basis, including training providers’ performance and customer 

satisfaction. Committees of the local board meet regularly to provide oversight. The board also contracted 

with a local consultant group, ROI, to complete a process mapping project aimed at assessing 

opportunities for building linkages among programs and implementing improvements as time and 

financial resources allow. 
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Summary 

Local board members saw the staff leasing arrangement with the County as a mixed blessing. HCWB was 

able to maintain skilled staff, and staff members were happy that they did not lose retirement benefits. On 

the other hand, County staff is more expensive than HCWB staff because County employees tend to have 

higher salaries and slightly better benefits than HCWB offers. 

To ensure the “buy-in” of partner agencies in the One-Stop system, Hillsborough County initially 

solicited funds from partner agencies to support the One-Stop Coordinator role. One-Stop partner 

agencies balked at the expectation of continued annual contributions for the One-Stop Operator, as all 

faced tight budgets. In addition, the total contributions resulted in insufficient funding for the Coordinator 

position to provide a level of support to partners that would lead them to feel that the investment was 

worth the money. As HCWB assumed administration of WIA services, the local board began to 

contribute administrative funds to support this important role. With the hiring of a new executive director 

and input from the state board, both the local board and board staff continued to re-evaluate workforce 

development policies and structures for the local area. 

In 2002, the state workforce board gave the local area its Award for Outstanding Performance for its 

achievement on state performance standards. This award reflects the level of cooperation that the OneStop Coordinator and lead partners have achieved as well as their focus on meeting and exceeding the 

state standards. 
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ORGANIZATION OF WIA SERVICES IN

HILLSBOROUGH COUNTY, FLORIDA

Hillsborough County

 Workforce Board .

WIB

WIB Staff

Workforce

Plant City

Workforce

Brandon

Workforce

Tampa

Workforce

Ybor Workforce Ruskin

Apollo Beach

Youth Provider

 Excel

Alternatives

Local Elected Officials

Hillsborough

County

WIB Staff

Goodwill Industries - Suncoast, Inc.

One-Stop Operator*

 * Goodwill receives a relatively small amount of funding to oversee and support partner management teams at each One-Stop. The OneStop Operator does not pass through funds to One-Stops, and has limited ability to impact behavior of One-Stop partners.

** County Employment and Training staff are co-located at all One-Stops except Ybor.

Hillsborough County

Economic Development Department

Employment and Training Division**

WIA Adult and Dislocated Worker Services

KEY:

Comprehensive One-Stop

Satellite Career Center

Funding

Supervision only
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Pinellas County, Florida 

August 6–8, 2002

Community Context 

Pinellas County, located across Tampa Bay from the city of Tampa, is Florida’s second smallest county 

geographically. The county has 921,482 residents, over a quarter of whom live in St. Petersburg. The 

majority of the population is white, with nine percent African American and five percent Latino residents. 

The unemployment rate at the time of the site visit was 4.2 percent, lower than both the rate for Tampa 

(4.4 percent) or the state as a whole (5.4 percent). This trend of lower than average unemployment may 

continue, as a recently released survey found that 35 percent of Pinellas County businesses are expecting 

to hire additional full-time workers in the next year.1

 Major employers in the county include the Nielson 

Media Research, Home Shopping Network, and Honeywell, as well as other telemarketing, financial 

services, electronics manufacturing, and health care businesses. 

One-Stop Implementation 

Florida enacted the Workforce Florida Act in 1996, which created One-Stop Career Centers, and 

mandated that TANF participate in the centers as a partner. The state also received its first One-Stop 

Implementation Grant from DOL that year, and received another in 1997. In 2000, Florida’s SB2050 

became law, requiring that TANF and WIA boards consolidate, and combining employment-related 

funding streams under the administration of local workforce boards. This legislation also devolved 

supervision of state Agency for Workforce Innovation (AWI) staff to local workforce boards. 

The state emphasizes performance-based contracting, and rewards local boards with incentives for 

meeting or exceeding performance standards. AWI compiles data on local area achievement of 

performance criteria and issues color coded reports for all local areas on a monthly and quarterly basis. 

The state workforce board stresses three types of populations and outcomes that are reflected in the state’s 

outcomes standards: 1) first skills/first wages; 2) better skills/better wages; and 3) high skills/high wages. 

Pinellas was one of three Florida counties that did not originally merge its WIA and WAGES (TANF) 

boards. When state legislation passed in March 2000 requiring the merger of these two boards and service 

systems, the resulting process was very difficult. Pinellas Workforce Development Board (PWDB) was 

originally formed as a unsuccessful hybrid entity that had co-directors representing both WAGES and 

WIA. This board hired Lockheed Martin to run the One-Stop centers. 

 

1 http://www.siliconbay.org/stats_forms/list_documents.asp?id=2411 
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After this attempt at merging the two systems failed, the state used a RFP process to select the WIB 

support entity. Pinellas County competed for this role against PWDB and the agency that had staffed the 

WAGES board, and won the contract. Pinellas County employees staff the combined Workforce Board, 

called WorkNet Pinellas, and the County is the legal contracting entity for the Board. 

Local System Structure 

The former Board’s contract with Lockheed Martin IMS (which evolved into ACS during this period) to 

operate the One-Stops was grandfathered in under WorkNet Pinellas. This had mixed results—the new 

local board did not have to find a new One-Stop Operator immediately, but Lockheed’s image in the 

community was poor. At the end of February 2001, Lockheed terminated its contract. The president of St. 

Petersburg College (SPC), a member of the board, volunteered the community college to take over the 

contract on a six month interim basis. WorkNet Pinellas accepted the offer, then extended the interim 

contract for another two months while staff completed a competitive RFP process to select a permanent 

One-Stop Operator. In December 2001, SPC won the one year contract. At the time of the site visit, the 

local board had already extended SPC’s contract through December 2003. 

SPC operates all six One-Stops in Pinellas County. Three are comprehensive career centers in Clearwater, 

Gandy, and St. Petersburg, and three are satellite centers located in Tarpon Springs, Enoch Davis 

Community Center, and Pinellas Technical Education Center (PTEC, a state vocational college). 

The One-Stop Operator contact is primarily cost-reimbursement, but includes a ten percent holdback that 

is performance-based. SPC must meet five key state performance measures quarterly to be paid the 

holdback. These include both TANF and WIA outcomes as defined on Florida Agency for Workforce 

Innovation’s (AWI) quarterly performance reports. WorkNet Pinellas does not allow the One-Stop 

operator to subcontract out any part of its responsibilities. While this policy was set as a result of 

experiences with the previous One-Stop Operator, it also allows the local board to have a more direct 

relationship with the “hands on” provider of services. WorkNet Pinellas itself pays all direct costs 

associated with running the One-Stop. These direct costs are allocated across partner agencies co-located 

at the Career Centers, based on the number of customers served by each partner. 

SPC’s major partner in the One-Stops is Family Service Center (FSC), which provides TANF services. 

As One-Stop Operator, SPC sets operating procedures, develops staff policies such as how to dress, and 

defines office systems. Further, One-Stop center managers provide staff performance reports to managers 

of partner agencies on a regular basis. 
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Service Delivery 

While a SPC customer information specialist staffs the front desk at each One-Stop most of the time, 

AWI (Employment Service) staff provides the other core services (e.g., resource room, some workshops). 

In addition, SPC has two full-time workshop trainers that travel among the One-Stops on a regular basis. 

SPC case managers provide intensive services to WIA adult and dislocated worker customers, including 

moral support, guidance, and linkages to other community services. Each One-Stop has a GED laboratory 

staffed by one full-time adult basic education teacher hired by the state Department of Education. 

Training 

The ETPL application process involves two steps. First, the training provider completes the application. 

Then Board staff conducts a site visit to the training facility, compiles the results, and makes a 

presentation about the program to the Board Committee for approval. As a training provider, SPC was 

involved in creating the ETPL process and system in Pinellas County. 

In assisting customers to choose a training provider, case managers work to define the customer’s 

“comfort zone” (e.g., location, time of day), then recommend possible training programs. The One-Stop 

Operator requires that a customer visit the training provider before staff may issue an ITA voucher. If a 

customer selects a training program with tuition that exceeds $5,000 (the maximum ITA set by the local 

board), the customer may pay the excess portion out of pocket or try to find another funding source. 

Customers had used a total of 12 providers during Program Year 2001. 

WorkNet writes a broad contract with each ETPL providers that addresses the type of program, and cost 

and duration of training. The ITA vouchers draw upon these contracts. Provider invoices are paid either 

after the program’s enrollment period or after the customer completes training. 

The majority of training funds currently are obligated. Since the state does not specify time limits for 

training covered by ITAs, training can overlap fiscal years, especially if the customer has chosen a 

training program of two or more years duration. WorkNet specialists had already committed most of this 

year’s training budget in previous fiscal years. To prevent this problem from continuing, Board staff have 

set a policy that ITAs now must be expended within the current fiscal year. 

Youth 

Because of TANF funding requirements, the WorkNet youth program only serves teens age 14-20. Youth 

who are age 21 are served in WorkNet’s adult program. WorkNet selects youth contractors with a 

competitive RFP process conducted every three years. The selection committee awards one year cost 

reimbursement contracts with two option years. This process was most recently completed in June 2002. 
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Four organizations were awarded cost-reimbursement contracts: a national non-profit organization, a local 

non-profit (which combines WIA and TANF funds), a vocational college, and SPC. The youth contractors 

are encouraged to leverage funds with money from other sources. 

Until March 2002, the local board contracted with one of the four youth contractors to conduct both 

TANF and WIA recruitment and eligibility screening for all youth contractors, and to provide TANF case 

management for youth. This centralized model did not result in enough youth entering the system. All 

youth contracts were revised in March 2002 to delegate referral and eligibility determination back to the 

individual youth contractors. 

Monitoring and Oversight 

Florida’s AWI has implemented a new performance measurement system in the past 18 months which 

produces color-coded reports: red and green for quarterly performance, and purple and orange for 

monthly performance. As the only One-Stop contractor in Pinellas, SPC must meet all criteria established 

for the local area on behalf of WorkNet Pinellas, and provides customer data in the state format to both 

WIB staff and the state. 

WorkNet staff visits service sites monthly. Monitors use a process for contract management that 

incorporates performance standards, service activity, and staffing patterns. WorkNet staff also conducts a 

complete file review quarterly. 

Florida’s ETPL report card for monitoring training and placement outcomes is not yet fully functional. 

WorkNet Pinellas uses a local data system to track this information, but it is not very user-friendly. 

Summary

Pinellas County, a small workforce area, has been able to realize the advantages (and successfully address 

the challenges) of using a single One-Stop Operator to run all of the local area’s Career Centers. The most 

attractive advantage of a single operator is the greater likelihood of consistency in services and quality 

across One-Stops. Consistency can be difficult to achieve when multiple organizations are operating the 

centers. While multiple contractors can provide effective services individually, they may have difficulty 

in “thinking like a system” and in considering the big picture for the local area. Because the selection 

process is competitive, the system still retains one of the advantages usually attributed to multipleoperator systems: competition among contractors that can encourage organizations to perform well. 

Pinellas County also exemplifies both the challenges and benefits of combining WIA adult, dislocated 

worker, and TANF services in a single location. In particular, dislocated workers dislike coming into a 
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“welfare center with children running wild.” Given the legislative mandate for this design and limited 

resources, the challenge remains to design One-Stop facilities and services in such a way that differing 

populations are served well, and that the center as a whole works operates according to state policies. Coenrolling TANF participants in WIA adult services allows both programs to offer stronger incentives for 

participation and combine the strengths of both. TANF participants tend not to drop out from workforce 

services because they know their TANF check could be cut off if they fail to attend planned services. 
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ORGANIZATION OF WIA SERVICES IN

PINELLAS COUNTY, FLORIDA

 Pinellas Regional Workforce Board .

(WorkNet Pinellas)

WIB

PTECH St.

Petersburg Clearwater Tarpon

Springs

 Pinellas County .

WIB Staff

Enoch Davis

 Youth Providers .

 Juvenile Service Program

 St. Petersburg College

 PTECH

 St. Petersburg College .

One-Stop Operator

Gandy

KEY:

Comprehensive One-Stop

Satellite Career Center
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Boston, Massachusetts 

Site Visit Date: February 12-14, 2002 

Community Context 

The Boston PIC, the local board, develops policy and strategic initiatives for greater Boston’s future and 

current workforce, a population of 589,141.2

 Boston has a diverse population; just over half of the city’s 

residents are white, 25 percent are African American, and 14 percent are Latino. Immigration plays an 

important role in the local market, providing a supply of newly entering workers and thus offsetting the 

effects of an aging work force and out-migration. In the local area, health and business services are 

among the top industries. At the time of the site visit, unemployment in Boston was 4.8 percent, about 0.1 

percent higher than the state average. The terrorist attacks of September 11, 2001 had severely affected 

the area, creating layoffs in the airline industry. 

One-Stop Implementation 

The state of Massachusetts has been an innovator since the late 1980s. At this time the, the state 

developed a advisory council to guide statewide workforce development efforts. This group relied heavily 

on public-private partnerships, and invited service providers, educators, union representatives, 

government officials, and employers to engage in the restructuring of the state’s public workforce 

development system. In 1995, when the state was awarded a One-Stop Implementation grant, 

Massachusetts constructed a “competitive model” which was designed to dictate service delivery at all 

levels. This model consisted of three primary components. First, the state’s 16 service delivery areas 

(SDAs) were required to submit proposals for the opportunity to win one of four grants to develop local 

One-Stop systems. Second, once the four SDAs were chosen, consortia as well as private, public, and 

community-based agencies were allowed to compete for “charters,” or the managing authority, to operate 

the One-Stop centers. Third, each SDA selected had to designate a minimum of two One-Stop centers to 

encourage local competition for customers. Massachusetts awarded the four local grants to Boston, 

Cambridge, Hampden County, and a fourth SDA that subsequently withdrew from the project after 

controversy erupted in the local area over the selection of a non-governmental organization as a One-Stop 

operator.3

As a grantee under the state’s One-Stop Implementation Grant, the Boston PIC issued a competitive bid 

in 1995 for the development and operation of three One-Stops. The Boston PIC explicitly stated in its 

RFP that successful bidders would be those that worked to re-create and expand the existing service 

delivery system. They also strongly encouraged bidders to form collaboratives of two or more entities, 

 

2

 Population and demographic data for this and following site summaries are taken from 2000 Census results. 

3 State of Massachusetts: One-Stop Profile, Social Policy Research Associates, 1997. 
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with one agency taking a lead role, based on the theory that the pooled expertise of a number of 

organizations would deliver better services to a variety of customers. The lead organization would be 

responsible for meeting fiscal, auditing, contractual, and reporting requirements and have the authority 

and responsibility to act for the group. Three collaboratives consisting of national and local, communitybased organizations, for-profit firms, and public agencies were awarded Boston One-Stop charters. 

Boston PIC was also an early, pre-WIA innovator in the area of customer choice. The local board initiated 

its own Individual Training Account (ITA) demonstration project in 1995. The pilot set aside 25 percent 

of Boston’s training dollars to allow customers to choose from among the existing contracted providers. 

The Boston PIC was especially interested in seeing how the logistical aspects of the project, such as paper 

flow and billing issues, would work. The culmination of the project was a best practices manual for 

training providers, One-Stop operators, and other workforce development stakeholders. In addition, when 

full WIA implementation began in the Boston area, PIC staff convened provider trainings to familiarize 

both experienced and potential providers with the requirements of the new WIA legislation, the ITA 

system, and the role trainers are expected to play in the workforce development system. During the first 

year of full ITA implementation, training customers chose from approximately 300 eligible providers; 

however, 60 percent of the training dollars went to the same providers that previously held group 

contracts under JTPA. 

Local System Structure 

The Boston’s PIC contracts with three collaboratives to operate its three comprehensive One-Stop centers 

and three satellite offices. Jewish Vocational Services is lead operator of The WorkPlace, and partners 

with the Economic Development & Industrial Corporation of Boston/Jobs & Community Services 

Department (EDIC/ JCS). Goodwill Industries is the lead operator of Boston CareerLink, and runs the 

center with two partners: Dimock Community Health Center, and Women’s Educational and Industrial 

Union. The Boston office of the state’s Department of Employment and Training serves as the lead 

operator of JobNet, operated in partnership with Action for Boston Community Development (ABCD). 

The only change in participating partners occurred when a national, for-profit partner in one Career 

Center chose not to continue as a partner and was replaced by a local nonprofit agency. 

The One-Stop charter is a legally binding agreement that allows the recipients to establish, implement, 

and operate a One-Stop Career Center. It authorizes the operator to receive funds, charge fees, enter into 

contracts with public and private organizations, and operate programs under state and local jurisdictions. 

The chartered organizations must also enter into a financial contract with the Mayor’s Office of Jobs and 

Community Services (JCS), through which WIA funds flow. This contract combines a number of 

different federal and state funding streams, and the different components result in a contract that has both 
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cost-reimbursement and performance-based payment structures. As the local board’s fiscal agent, JCS is 

very involved in contracting and monitoring intermediaries in the local area. 

Two of Boston’s One-Stop operators also run three satellite offices, in addition to their comprehensive 

centers. To develop enhanced workforce development services for TANF recipients, JobNet established a 

satellite office in an existing welfare office. Although many of the customers at this satellite are TANF 

recipients, services are not limited to this population. The WorkPlace operates the two other satellite OneStop locations, the South Boston and Roxbury Employment and Training Resource Centers. These offices 

are focused on workforce development issues specific to the neighborhoods in which they are located: 

one is in close proximity to a convention center construction project, the other is in the largest minority 

area in the city. The Boston PIC awards no additional funding for the satellite sites and most of the 

support for these projects comes from the operating budgets of the One-Stop operators. Some of the 

funding for The Workplace satellite offices, however, comes from the City of Boston (a partner in The 

Workplace collaborative). 

Service Delivery 

In two of the centers, The Workplace and CareerLink, all the on-site staff are employees of the lead 

operating agency. At JobNet, the only Career Center operated by a government agency, staff are 

employed by the collaborative organizations in addition to other partner programs. Despite the different 

staffing arrangements, each Career Center has a director to which all staff report. The local board strongly 

encouraged the centers to develop a single management structure with simple lines of responsibility. 

One-Stop operators are responsible for providing core and intensive services to job seekers, as well as 

services to employers. Centers are encouraged to develop fee-for-service activities that provide additional 

revenue. 

Training 

Building on its pre-WIA implementation experience operating an ITA training program, Boston has 

prioritized engaging training providers in the workforce development system. For instance, Boston PIC 

has produced materials and trainings to help vendors understand the new ITA system and the 

corresponding WIA requirements. The local board has also convened groups of stakeholders to help 

inform local policy development. Eligible training providers must be on the Boston Master Agreement 

training vendor list, a subset of the Commonwealth’s WIA training vendor list. In Program Year 2001, 

WIA customers used a total of 37 training providers. 
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Youth 

Youth service contracts are awarded through a competitive RFP process. Providers of in-and out-of 

school youth programs are retained through one-year contracts, with an option for a year extension if they 

provide follow-up services. JCS runs the RFP and selection process, however staff of the local board and 

Youth Council members review proposals and RFP guidelines. Boston currently contracts with nine 

CBOs (three of which are faith-based organizations) to provide youth services. 

Monitoring and Oversight 

Career Centers and their operating charters are reviewed annually. Study respondents report that the 

charter reviews do not fall into the category of “classic monitoring,” rather the local board works in 

partnership with the centers using a continuous quality improvement model. The process is less about 

uncovering imperfections and more about giving the centers an opportunity to reflect on the past year and 

to work towards improving services. Boston PIC staff, board members, and JCS all participate in 

conducting the reviews, which focus on the operator’s organizational development, center management, 

service delivery processes, product lines, and performance. Included in the review are: a progress report 

on the previous years’ goals; a one-day site visit; a strategic plan; customer feedback collected through 

job seeker and employer focus groups; and a comprehensive report on center performance. Career Center 

staff are responsible for producing the progress report and strategic plan and for organizing and 

participating in the site visit. The board staff assemble the customer feedback, conduct the site visit, and 

compile the center’s performance data. 

Training provider performance is assessed against stringent performance expectations. Required 

performance levels for area providers include: a 60 percent placement rate for the first year of service 

provision; an increase to at least 70 percent placement in subsequent years; a demonstrated history of 

training and placing low income clients; a demonstrated capacity to provide training and collect requisite 

performance data; and a demonstrated involvement of employers in the design and operation of the 

training program. JCS is responsible for tracking ITA data. 

Summary 

Each of Boston’s One-Stops centers is unique, and uses to best advantage the particular resources the 

collaborative agencies bring to the project. The Boston PIC shares information with the entire One-Stop 

system, however, the individual One-Stops are encouraged to develop independently and innovatively. 

An entrepreneurial spirit drives service delivery in Boston, as each One-Stop creatively responds to the 

needs presented by their local labor markets. This entrepreneurial spirit, along with Boston’s long history 

of operating One-Stop centers, contribute to the local area’s overall strong track record. 
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KEY:

Comprehensive One-Stop

Satellite Career Center

Funding

Policy and Oversight

Youth Providers

 Action for Boston Community

Development (ABCD)

 Bridge Over Troubled Waters

 Crittenden Hastings House

 EDCO Collaborative

 Notre Dame Education Center

 El Centro del Cardenal

 Dorchester YMCA

 Hull Lifesaving Museum

 Sociedad Latina

ORGANIZATION OF WIA SERVICES IN

BOSTON, MASSACHUSETTS

Boston PIC

Workforce Investment Board

Policy and Monitoring

W-P, TANF, state line item

fiscal agent

Mayor's Office of Jobs and

Community Services (JCS)

WIA fiscal agent

South Boston

Employment and

Training Resource

Center

Roxbury

Employment and

Training Resource

Center

JobNet Satellite office

Boston CareerLink

 Morgan Memorial Goodwill

Industries, Inc.

 Dimock Community Health

Center

 Women’s Educational and

Industrial Union

The Workplace

 Jewish Vocational Services

(JVS)

 Economic Development and

Industrial Corporation of

Boston/Jobs and Community

Services (EDIC/JCS)

JobNet

 Department of Employment and

Training (DET)

 Action for Boston Community

Development (ABCD)
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Hampden County, Massachusetts 

Site Visit Date: February 5-7, 2002 

Community Context 

Hampden County is a semi-urban region located between Boston, Massachusetts and Albany, New York. 

Like many parts of the country that have a strong history of manufacturing, Hampden County’s economy 

has changed substantially over the last 20 years. What differentiates this local area is that the 

manufacturing sector has declined only slightly and has transformed itself into a high-tech industry, 

making full use of new and innovative technologies. Manufacturing firms, health care providers, and 

social assistance services remain the largest employers, representing 15 percent of total employment, 

followed by retail trades at 13 percent. At the time of the site visit, unemployment was at 5.2 percent, 

slightly above the state level of 4.7 percent. 

The Hampden County Regional Employment Board (REB) serves a geographic area with a population of 

456,228. Latinos are the fastest growing demographic segment in Hampden County, representing 15 

percent of the county’s residents. Nearly 80 percent of the county’s population is white, and a fair number 

of immigrants from Eastern Europe, Russia, Cambodia, and Vietnam also reside in the area. With 

significant out-migration of county natives, the immigrant population has helped maintain the size of the 

labor force. Hampden County also has the highest population of single-parent households in the state. 

One-Stop Implementation 

Much like the experience in Boston, Hampden County’s local board employed the state’s competitive 

model in 1995. At this time Boston, Cambridge, and Hampden County received implementation funding 

to competitively select, charter, and oversee service delivery using a One-Stop system. The REB decided 

to charter two One-Stop centers and encouraged bidders to submit imaginative proposals to reshape local 

service delivery. The REB also explicitly called for bidders to infuse the system with choice by 

developing strategies to compete for jobseeker and employer customers. Non-traditional vendors who 

promised a departure from “business as usual” and offered contrasting menus of services were chosen. 

Small community-based organizations (CBOs) reportedly felt threatened at first by the advent of the OneStop system. Many CBOs help customers find jobs, and they were afraid that the One-Stop would 

eliminate their role. When One-Stops were first introduced, CBOs resisted referring their clients for fear 

of losing them. The small service providers also expressed the fear that the emphasis on universal access 
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was detrimental to low-income customers. Because of such sentiments, much time was spent in 

community-building during the early days of WIA implementation. 

Local System Structure 

The Hampden County Employment and Training Consortium (HCETC), the county employment and 

training department, is the fiscal agent for the local board. While the REB grants charters to One-Stop 

operators, HCETC holds the actual contracts with the operators, and with other service providers. 

In 1995, amidst local controversy, the REB awarded the two One-Stop charters to: 1) a collaborative of 

local public agencies; and 2) a private, for-profit company based in New Jersey. The group of public 

agencies formed a stand-alone not-for-profit organization and became the CareerPoint Career Center. The 

for-profit company developed FutureWorks, the first Career Center in the country operated by a private 

company. The original WIA operators continue to run the two Hampden County Career Centers, however 

FutureWorks has since become a not-for-profit organization. At the time of the site visit, both operators 

were engaged under their third, three-year REB charter. The annual One-Stop contracts consolidate ten to 

12 different funding streams, resulting in a combined cost-reimbursement and fee-for-performance 

contract. 

Service Delivery 

The two Career Centers provide core and intensive services using a mixture of center staff, state, and city 

employees. Each One-Stop operator holds a small WIA contract with HCTEC to provide a range of WIA 

core and intensive services. Co-located Career Center partners also contribute to the provision of core 

services on-site. HCETC is the primary provider of WIA intensive services in the centers, and outstations 

staff in each Career Center for this purpose. 

Training 

Hampden County has successfully implemented an ITA system and developed a local standard for 

provider performance. Eligible providers in Hampden County are required to meet a higher minimum 

standard for their participant completion rate than that required by the state. Study respondents reported 

that training providers utilized under JTPA are still serving many of the local area’s training customers 

under the ITA system in addition to a number of new providers. Customers used a total of 25 training 

providers during Program Year 2001. 

Youth 

WIA youth services are competitively procured in Hampden County. At the time of the site visit, the local 

board was engaged in selecting their youth providers for the coming year. The REB solicited proposals 

from a variety of providers who had “demonstrated successful performance in serving youth.” To ensure 
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clear linkages with the workforce development system, the REB encouraged bidders to include a 

chartered Career Center as the lead or partner organization in a proposal. The local board awarded 

contracts to three partnerships to provide combined in- and out-of-school youth services. The 

collaborative arrangements consist of one team of community-based organizations and two public school 

districts teams that have partnered with the One-Stop in their areas. All of these organizations have a 

history of providing youth services through the local workforce development system. WIA youth services 

are funded using one year contracts that combine cost reimbursement and performance-based payment 

mechanisms. 

Monitoring and Oversight 

HCETC, as the fiscal agent for the REB, performs fiscal monitoring of the One-Stop centers. In addition, 

REB policy requires that a complete evaluation be conducted as part of the chartering process. The 

evaluation process is designed to collect and analyze qualitative and quantitative data, including career 

center performance. Performance data include information on services for jobseekers (i.e., enrollments, 

referrals, placement, placement wages) and customer satisfaction data. The yearly review with board 

members includes a site visit and is guided by 20 performance standards that are above and beyond the 

WIA and Wagner-Peyser standards. 

In addition to this three-year comprehensive review, HCTEC does monthly desk monitoring and holds 

quarterly meetings at each One-Stop. They also maintain on-going communication with Career Centers 

staff. The REB staff provide considerable technical assistance, saying that it is one of their “primary 

functions.” 

Summary 

One of the Hampden County REB’s distinguishing characteristics is that leaders genuinely view the OneStop operators as partners, as compared to the traditional monitoring and compliance approach to contract 

management. Both of Hampden County’s Career Centers have enjoyed national recognition for their 

work. The two were jointly awarded the National Alliance of Business’ Distinguished Performance 

Award for the One-Stop Career Center of the year award in 1998, in addition to receiving other, 

individual distinctions. 
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ORGANIZATION OF WIA SERVICES IN

HAMPDEN COUNTY, MASSACHUSETTS

Hampden County Employment and Training

Consortium (HCETC)

WIA Partner

WIA Fiscal Agent

Fiscal agent and auditing

 Primary Intensive Service Provider

Regional Employment Board (REB)

of Hampden County, Inc.

Career Center

Fiscal Agent

Workforce Investment Board

policy and oversight

 Youth Providers .

Three partnerships:

 New England Farm Workers

Council with Massachusetts

Career Development Institute

 Holyoke Public Schools with

Boys and Girls Club, Holyoke

Community College, and

Holyoke School-to-Career

Partnership with Career Point

 Pathfinder Regional Technical

School with Future Works

WIA Funding

 Future Works .

 One Stop Operator

 Intensive Service

Provider under contract

to HCETC

 Career Point .

 One Stop Operator

 Intensive Service

Provider under contract

to HCETC

KEY:

Funding

Policy and Oversight

Comprehensive One-Stop

Intensive Service Provider
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Northern Nevada 

March 12-14, 2002 

Community Context 

Northern Nevada’s 13 urban and rural counties include a population of 584,871 residents. Most customers 

served by the workforce development system have low incomes and a low literacy level. The area’s 

population, like that of Nevada as a whole, consists of about 75 percent white residents, about six percent 

African Americans, and about 18 percent Latinos. 

The Reno metropolitan area historically has been dominated by gaming and the industries that support 

gaming, such as tourism, travel, and hospitality. More recently, the Reno area has successfully diversified 

its industries to include manufacturing, warehousing and distribution industries. A trend, informally 

known as the “Cowboy Effect,” or significant turnover in low-skill jobs, best describes the job culture of 

rural areas of Northern Nevada. The populace migrates to where the jobs are; these trends result in high 

turnover. Until recently, the unemployment rate had remained steady at approximately three percent. In 

the past two years, however, that rate has jumped to 5.6 percent. In addition, the events of September 11, 

2001 took its toll on the tourist industry, the mainstay of Northern Nevada’s economy. 

One-Stop Implementation 

NevadaWorks, the local board, was an early implementer of WIA, but did not receive federal early 

implementation funds. In 1998, NevadaWorks developed a job center that later, after WIA 

implementation, became Northern Nevada’s one comprehensive One-Stop Career Center. This center, 

called JobConnect, was opened on July 1, 2000. Using a non-competitive selection process, 

NevadaWorks signed Memoranda of Understanding engaging a three-agency consortium to operate the 

One-Stop. Consortium partners include Truckee Meadows Community College, Department of 

Employment Training and Rehabilitation (DETR), and NevadaWorks.4

 These workforce development 

partners had already established collaborative working relationships, so that after WIA passed, the formal 

transition to WIA was an easy one and the One-Stop was quickly formed. 

Local System Structure 

In addition to the comprehensive One-Stop, Northern Nevada also delivers WIA services through seven 

JobLink (Wagner-Peyser Employment Service) offices. The State’s Department of Employment Training 

and Rehabilitation (DETR) operates these offices. Beyond the seven JobLink offices, numerous self-

 

4

 Because NevadaWorks’ role in operating the JobConnect One-Stop is strictly oversight and not service provision, 

the local board did not obtain a waiver from the Governor. 
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service electronic sites operate in libraries and high schools, and customers can seek computer-based core 

services at those sites. 

The consortium struggled initially to integrate themselves at the comprehensive One-Stop. While the 

partners have made tremendous efforts to integrate, at the time of the site visit, several aspects of the OneStop were still fairly segmented by agency and program. Despite these challenges, members of the 

partnering agencies believe that the One-Stop model is conducive to serving clients effectively. Staff from 

different partnering agencies have discovered that cross-referring customers is easier than before the OneStop was implemented, and these referrals have allowed customers greater flexibility and increased 

accessibility to services. 

Service Delivery 

DETR Wagner-Peyser staff is responsible for providing the bulk of core services in Northern Nevada, 

however, WIA partners all contribute to this effort. WIA partner agencies provide intensive services 

through both the comprehensive One-Stop and satellite offices. NevadaWorks also contracts with six nonprofit organizations and one for-profit company to provide intensive services for adults and dislocated 

workers. These agencies include Career Choices, Disability Resources, Job Opportunities in Nevada 

(JOIN), Pershing County Community Services, Step 2, United Cerebral Palsy and Western Nevada 

Community College. Some of these organizations are physically located at the One-Stop, others are part 

of the larger One-Stop service delivery system. Several of the contracted organizations have expertise 

serving targeted special needs populations including incarcerated adults, people with disabilities, and lowincome individuals. The local board selects these contractors through a competitive process and awards 

cost-reimbursement contracts. 

Training 

Northern Nevada has instituted an ITA system. Some of the area’s traditional training providers decided 

not to participate in the ITA system, however, due to the WIA’s data requirements and a lack of sufficient 

funding for services. Compounding this problem, very few qualified training providers exist in the local 

area, so the current ITA system appears not to be working well. Respondents reported that the ITA/ETPL 

system only benefits workforce investment areas with larger concentrations of customers and a wide 

range of qualified providers. Local board staff believes that using the ITA structure of encouraging 

customers to consider alternative providers only serves to highlight how limited their choices actually are. 

In particular, community colleges appear to have dropped their traditional roles as training providers. 

Nonetheless, WIA implementation has provided new opportunities for local training organizations that 

are participating in the workforce development system for the first time, and customers used a total of 24 

different training providers during Program Year 2001. 
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Youth 

NevadaWorks also contracts with a combination of community-based organizations, local affiliates of 

national organizations, and public agencies to provide services for in- and out-of school youth. The seven 

contractors include a local affiliate of the Boys and Girls Club, a replication site of the national Center for 

Employment and Training demonstration, Washoe County Department of Juvenile Services, and Western 

Nevada Community College. 

Monitoring and Oversight 

NevadaWorks uses several effective mechanisms for monitoring its contractors, including annual quality 

assurance reviews, and summaries of budgeted expenses to make sure that the contractor is spending its 

funds in a timely fashion. In addition to annual monitoring, the NevadaWorks staff also provides 

technical assistance to the contractors throughout the year if they need help accessing the state’s data 

monitoring system. 

The local board requires monthly progress reports from each service provider as well as quarterly 

financial reports. NevadaWorks staff compiles this information and format the data into a report that is 

submitted to the State. 

Nevada uses two data systems for WIA-funded activities. The state’s primary data system is the One-Stop 

Operating System (OSOS), and the partners at the One-Stop enter their data into this system. The local 

board, however, does not have access to the OSOS due to issues of confidentiality. Consequently, the 

board requires WIA-funded partners to enter their data into the NevadaWorks Reporting System 

(NSWR), which allows board staff to monitor whether intermediaries are compliant with WIA 

requirements. The NWRS is web-based, facilitating data entry by the service providers via the NWRS 

web page. Because the State is committed to the OSOS, One-Stop partners must enter their data twice. 

Plans are currently underway to develop ways in which the two systems can interface with one another. 

Summary 

The Northern Nevada workforce area did not greet WIA implementation with enthusiasm. Some aspects 

of operations and interactions among intermediaries have improved with time. One-Stop partners have 

learned the benefits of working together and now believe they benefit from this arrangement. They have 

not succeeded, however, in breaking down perceived barriers to participation in the workforce 

development system by eligible training providers. 
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ORGANIZATION OF WIA SERVICES IN NORTHERN NEVADA*

NevadaWorks

WIB and WIB staff

Reno

JobLink

Carson City

JobLink

Sparks

JobLink

Elko

JobLink

Ely

JobLink

Fallon

JobLink

Winnemucca

JobLink

Nevada JobConnect

Reno Town Mall

One Stop Consortium Operators:

 NevadaWorks

 Department of Employment Training and Rehabilitation

 Truckee Meadows Community College

Intensive Service Providers:

 Career Choices

 Disability Resources

 Job Opportunities in Nevada

 Pershing County Community Services

 Step 2

 United Cerebral Palsy

 Western Nevada Community College

Youth Providers:

 Boys and Girls Club of

Mason Valley

 Community Chest, Inc.

 Sage Wind

 Washoe County Juvenile

Services

 Washoe County School

District

 The Children's Cabinet

 * The region encompasses 13 counties, including Carson City, Churchill,

Douglas, Elko, Eureka, Humboldt, Lander, Lyon, Mineral, Pershing,

Storey, Washoe, and White Pine.

In addition to the comprehensive and satellite centers, core services are

available via numerous self-service electronic sites located in libraries

and high schools.

KEY:

Comprehensive One-Stop

Satellite Career Center

Intensive Service Provider
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Southern Nevada 

February 4-6, 2002 

Community Context 

The Southern Nevada Workforce Investment Board serves the four southern counties of Nye, Esmeralda, 

Lincoln and Clark, an area with a population of 1.41 million people. The primary service area is the city 

of Las Vegas, the only major metropolitan area within the local workforce area. Las Vegas is dominated 

by gaming and industries that support gaming such as, travel, tourism, hospitality and retail. With the 

exception of surrounding cities like Henderson, North Las Vegas, and Boulder City—suburbs with 

approximately 250,000 residents combined—the remainder of the local area is primarily rural and 

includes some Native American lands. Approximately three-fourths of area residents are white. Twentytwo percent of the population is Latino and nine percent is African American. 

At the time of the site visit, the unemployment rate in the area was 6.3 percent, two-tenths of a point 

above the statewide rate. The terrorist attacks of September 11, 2001 had a significant impact on the local 

economy, resulting in layoffs in all areas of the gaming and supporting secondary industries, and 

generating approximately 20,000 dislocated workers. In the months prior to the site visit, Southern 

Nevada had shown signs of some recovery in the metropolitan area, however the mining industry, key to 

the rural economy, continued to decline. 

One-Stop Implementation 

Nevada began actively implementing WIA in 2000 and maintained the same two service areas designated 

under the Job Training Partnership Act (JTPA)—Northern and Southern Nevada. The state Workforce 

Investment Board (WIB) was formed in 1998, and calls its workforce development centers JobConnect. 

The state board began early to work with staff in southern Nevada, and the Southern Nevada WIB was 

established in January 2000. The state WIB has worked closely with the local board to assure smooth 

implementation, aided considerably by videoconferencing and other timesaving innovations.

Local System Structure 

The Southern Nevada Workforce Investment Board (SNWIB) delivers workforce development services 

through one comprehensive JobConnect Center and in three satellite One-Stops, all located in Las Vegas. 

In addition, SNWIB has numerous self-service and “virtual” centers in small communities throughout the 

area; these are automated sites where computer-based core services are available. 
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The Southern Nevada One-Stop Consortium operates the comprehensive One-Stop Career Center. The 

Consortium consists of five agencies including: Nevada Business Services, Inc., a nonprofit agency that 

provides employment and training services; S.T. Gregg & Associates, a for-profit company that provides 

job retention services, GED and ESL classes, and on-the-job training; Nevada Partners, a not-for-profit 

organization that has provided vocational services and mentors to the community for over ten years; and 

two divisions within the State Department of Employment, Training, and Rehabilitation (DETR)—

Vocational Rehabilitation and Employment Service. 

Service Delivery 

DETR Employment Services staff provide most core services in the comprehensive Career Center. 

SNWIB uses a competitive process to award one-year, cost-reimbursement contracts to five entities to 

provide core, intensive, and training services. All three nongovernmental consortium partners hold 

intensive and training services contracts, and play a significant role in providing these services on-site at 

the comprehensive One-Stop. Other contractors provide specialized intensive services at various locations 

in the community. 

Training 

The state has posted the Eligible Training Provider List on its website, but appears not to have developed 

extensive restrictions on initial eligibility. The state reported difficulty gathering performance data from 

training providers because of the extensive reporting requirements. SNWIB recently instituted an 

Individual Training Account (ITA) system; however, the pool of training providers has changed little 

from that under JTPA. In total, Southern Nevada customers used 31 training providers during Program 

Year 2001. 

Youth 

SNWIB contracts for delivery of WIA youth services through a competitive Request for Proposal (RFP) 

process. Youth service contracts have been awarded to five providers on a cost-reimbursement basis for a 

one-year period, with options for a second year based on performance. To expand its employment and 

training services deep into local neighborhoods, SNWIB contracted with two faith-based organizations to 

deliver youth employment and training services in partnership with the area’s One-Stop delivery system. 

In addition, consortium partners are contracted to serve youth within the One-Stop. 

Monitoring and Oversight 

All WIA employment and training contracts for the One-Stop system (e.g., WIA Adult and Dislocated 

Worker, Youth Services, and Welfare to Work programs) are monitored regularly to ensure that programs 

and services are delivered, and performance measures are attained, as outlined in each service provider’s 

contract. The Deputy Board Manager has the overall responsibility for programmatic and fiscal 
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monitoring and is assisted by seven board staff in monitoring the programmatic and fiscal activities of 

each service provider. 

The process of data collection has been a challenge for the service providers. SNWIB adjusted the old 

JPTA data collection system to include the required data elements for WIA. Only two of the service 

providers have access to and are using this older system, however. The other contractors are required to 

provide the local board with performance data for processing into the data collection system. Board staff 

then enters this information into the State’s One-Stop Operating System (OSOS). SNWIB has recently 

implemented a web-based system that facilitates the data reporting elements for all service providers. 

Summary 

The competitive process for selecting intermediaries in Southern Nevada requires services providers to 

maintain a high level of performance. Since the implementation of WIA, service providers that had not 

participated in the workforce development system under JTPA, such as faith-based organizations, have 

been able to join the system and provide a greater array of services than was available previously. 

Partners in Southern Nevada have found that multiple organizations bring different philosophies, 

traditions, and areas of expertise to the system, ultimately benefiting customers. 
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KEY:

Comprehensive One Stop

Career Center

Satellite Career Center

Intensive Service Provider

ORGANIZATION OF WIA SERVICES IN SOUTHERN NEVADA*

Southern Nevada

Workforce Investment

Board

WIB and WIB staff

Las Vegas

JobLink

North

Las Vegas

JobLink

Henderson

JobLink

Southern Nevada JobConnect

One Stop Consortium Operators

 Nevada Business Services, Inc.

 S.T. Gregg and Associates

 Nevada Partners

 Vocational Rehabilitation

 Employment Service

 * In addition to the comprehensive and satellite centers, core services are available via numerous self-service

electronic “sites” located in libraries and high schools. The region includes Clark, Lincoln, Nye and Esmeralda

Counties.

Youth Providers

 University of Nevada

Cooperative Extension

(UNCE)

 Youth Services

Consortium
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Essex County, New Jersey 

July 9-11, 2002 

Community Context 

Essex County’s local workforce area includes all of the county except the City of Newark, which is a 

separate local area. Located near New York City, the county is the second most densely populated in the 

state. With a population of 520,087, Essex County provides nearly ten percent of New Jersey’s 

workforce.5

 Just more than half of the population is white, 35 percent are African American, eight percent 

are Latino, and five percent are Asian. Essex County (including the city of Newark) has the sixth largest 

TANF caseload in the country. 

Essex County has seen a shift from an economy reliant on producing goods to a corporate and servicebased economy. While manufacturing has declined in the last few decades, employment in industries 

including business services, health services, and air transportation is expected to increase in the next 

several years. Easily accessible by several major interstates, an international airport, and the Port of 

Newark, many national corporations including Continental Airlines, AT&T, and Verizon are 

headquartered in Essex County. At the time of the site visit, the area’s unemployment rate was 6.2 

percent. 

One-Stop Implementation 

In New Jersey, Local Elected Officials (LEOs), such as Boards of Chosen Freeholders and County 

Executives, often play a central role in the development of the One-Stop systems in the local areas. Local 

boards usually assume a largely advisory function and focus their efforts on larger planning issues. 

Correspondingly, LEOs take an active role in selecting WIA service providers and approving contracts on 

behalf of local boards. 

The Workforce Investment Board (WIB) of Essex County was established in 1996 with the primary 

objective of developing and implementing an Internet system to provide customers with easy access to 

information about careers, the local labor market, social services, and training and educational 

opportunities. In Essex County, the County Executive and the Board of Chosen Freeholders appoint local 

board members. The County Executive identifies and sets the goals for the local workforce development 

system. The WIB works collaboratively with the Board of Chosen Freeholders to ensure that the local 

area achieves these goals, provides effective service delivery, documents and meets performance 

outcomes, and complies with WIA. In practice, the Board of Chosen Freeholders approves all decisions 

 

5

 Essex County Workforce Investment Board 5-Year Strategic Plan. 
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about key elements of workforce development system design, including: the WIB and MOUs with 

mandated partners; designation of the One-Stop operator; providers of youth, intensive, and training 

services; negotiation of contracts and purchase orders; and monitoring of One-Stops services. 

While WIA implementation and service delivery is a significant part of the local board’s responsibility, 

the WIB is primarily engaged in planning, policy guidance, and oversight for local Welfare-to-Work 

activities, and to a lesser extent, to those related to local School-to-Work initiatives. The WIB oversees 

the local area’s allocations of WIA and Welfare to Work funds, which in New Jersey is a combination of 

federal TANF and Welfare-to-Work dollars. In 2001, Essex County’s WIA allocation was less than $4 

million, while TANF-related monies totaled about $27 million. 

Local System Structure 

The One-Stop system in Essex County is primarily the project of the County Executive, the County 

Department of Economic Development, Training, and Employment (EDTE), and the Board of Chosen 

Freeholders. The WIB operates as a program of EDTE and is staffed by an executive director and two 

planners who are EDTE employees. In addition, the County Executive selected EDTE to operate the local 

area’s sole comprehensive One-Stop, the Essex County Economic Development Center. This arrangement 

was codified by the local board and the Board of Chosen Freeholders through an MOU with EDTE’s 

Division of Training and Employment. In addition to the comprehensive site, customers can access the 

New Jersey Department of Labor’s Internet website at 19 community satellite locations. The Department 

of Labor’s website includes access to career and school information, job search assistance, resume banks, 

employer postings, and links to other sites. 

Service Delivery 

The Essex County Economic Development Center is a five-story building that houses numerous county 

agencies, including EDTE and the Department of Citizen Services’ Divisions of Aging, Welfare, and 

Community Action. Representatives from the state Employment Service (ES) and Unemployment 

Insurance are also out-stationed at this location. ES operates a resource room that provides a variety of job 

search activities to One-Stop customers and conducts initial assessments and eligibility determination for 

WIA customers. Through a cost-reimbursement contract with EDTE, Jewish Vocational Services (JVS) 

provides intensive services for WIA clients, including the Test of Adult Basic Education, instruments 

assessing occupational skills and interests, English as a Second Language, and Adult Basic Education. 

Four EDTE employees provide WIA case management services. The bulk of the One-Stop’s resources 

and services, which physically account for most of the building’s five floors, are focused on serving the 

local area’s large welfare population. 
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Training 

Customers requiring training in Essex County use an ITA voucher system. Before training is approved, 

customers must research three potential providers by visiting the training facilities and interviewing 

administrators, instructors and students. Each ITA is written as an individual contract between the training 

organization and EDTE. ITA contracts are performance-based, so that providers are paid 90 percent of 

their costs upon enrollment and the remaining ten percent when the participant has completed the course 

of study and maintained employment for 60 days. ITAs in the local area are limited to $4,000. Training 

providers must meet state requirements related to certification and training in demand occupations. In 

Program Year 2001, customers received training from 69 providers. 

Youth 

Youth programs are contracted annually for both in- and out-of-school WIA youth services. Essex 

Community College was chosen through a competitive RFP process to operate a Youth Resource Center 

on its campus, targeting services to out-of-school youth. Eight local school districts provide case 

management for year-round in-school youth participants. Sports Futures, a non-profit organization that 

operates an academic enrichment program with a focus on careers in sports, works with the school 

districts to provide after-school services. In-school WIA youth also participate in summer employment 

activities. These youth are paid $5.15 an hour for internship work with local non-profit agencies. 

Monitoring and Oversight 

EDTE staff are responsible for monitoring the WIA intensive and youth services and ITA contracts. 

These providers are monitored regularly, using structured instruments and surprise visits. Training 

providers with large numbers of ITA contracts are visited more frequently than others. If problems are 

identified, the contractor has two weeks to respond to a corrective action plan. EDTE’s performance as 

One-Stop operator is informally monitored on an on-going basis by the LEO and the Board of Chosen 

Freeholders. 

Summary 

The workforce development system in Essex County is shaped by two main factors. One is the active role 

played by the County Executive and the Board of Chosen Freeholders in decisions that affect the system. 

The other is the fact that the TANF population and budget are so large that services for this population 

dominate the local system and are frequently a focus of workforce development professionals’ efforts. 

These two factors combine to create a scenario in which workforce development services for Adult and 

Dislocated Workers, and—to a lesser extent—youth, resemble their JTPA predecessors. 
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ORGANIZATION OF WIA SERVICES IN

ESSEX COUNTY, NEW JERSEY*

County Executive

Division of Training and

Employment (DTE)

Workforce Investment

Board

Out-of-School

Provider:

Essex County College

In-School/After

School Provider:

Sports Futures

Department of Economic Development

Training and Employment

(fiscal agent)

Board of Chosen

Freeholders

(county-level

elected officials)

Youth Providers

Essex County Economic

Development Center

 Operated by DTE

 Core and intensive (case

management) provided by

DTE

 Intensive services, Jewish

Vocational Services

In-School Providers:

 Orange Board of Education

 East Orange Board of Education

 Bloomfield Board of Education

 Irvington Board of Education

 Belleville Board of Education

 Essex County Board of Education

 Montclair Board of Education

 South Orange Board of Education

Satellite Locations:

Bellevue Public Library

Employment Service

East Orange/Orange Community

Development Corporation

East Orange Public Library

First Occupational Center

 * In addition to the comprehensive and satellite centers, core

services are available via numerous self-service electronic

sites located in libraries and high schools.

KEY:

Comprehensive

Satellite

Memorandum of Understanding

agreement
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Passaic County, New Jersey 

September 17-19, 2002 

Community Context 

The Passaic County Workforce Investment Board (PCWIB) serves a single county in northeastern New 

Jersey with a population of 489,049. Passaic County’s three largest municipalities—Paterson, Passaic, 

and Clifton—are clustered in the southern part of the county. Paterson and Passaic are considered to have 

relatively disadvantaged populations; over 40 percent of residents are Latino and nearly 20 percent have 

incomes below the poverty level. Clifton’s residents have higher levels of education, on average, and 

include fewer minorities than the population in Paterson and Passaic. The northern part of the county is 

composed of rural and small-town areas that have lower unemployment rates, very small minority 

populations, and higher average incomes than the remainder of the county. More than 60 percent of 

Passaic County residents are Caucasian, 30 percent are Latino, and 13 percent are African American. 

Traditionally, many Passaic County jobs have been in manufacturing, including the textile industry. 

Economic changes have meant that many jobs are now shifting from the “decaying” manufacturing sector 

to the lower-paid service sector. At the time of the site visit, the county unemployment rate was 6.9 

percent, or 1.5 percentage points higher than the statewide rate. As a result, the demand for workforce 

services is high and the WIA allocation is relatively low. 

One-Stop Implementation 

New Jersey interprets the WIA legislation conservatively. The state Department of Labor takes the 

position that because the Act grants Local Elected Officials (LEOs) the power to decide the role of local 

boards in the workforce development system, local workforce boards should assume an advisory role and 

focus on larger planning issues. Correspondingly, LEOs such as Boards of Chosen Freeholders and 

County Executives take an active role in selecting WIA service providers and approving contracts on 

behalf of local boards. 

In 1995-96, the State of New Jersey received a One-Stop Implementation Grant, and distributed funds to 

local areas to develop networks of Career Centers. Using grant funds, Passaic County originally 

established three One-Stop Career Centers in Clifton, Passaic, and Paterson. In addition, PCWIB 

developed 17 satellite centers, each with a single Internet-linked computer and a trained staff person 

(library or public office) to assist customers. 

In its transition to WIA, the PCWIB One-Stop Committee—by consensus and without debate or 

controversy—selected the fiscal agent, the Passaic County Workforce Development Center (PCWDC) to 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

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Profiles of Study Sites

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operate the county’s One-Stop centers. During this change, the State encouraged PCWDC to increase its 

use of electronic workforce services such a job banks. Because of limited funding, the Passaic 

comprehensive One-Stop was closed, while the centers in Clifton and Paterson remain operational. Both 

centers are considered to be comprehensive One-Stops, although the Clifton center lacks a fully 

functional resource room, and co-location of One-Stop partners is spotty. Some of the satellite centers are 

no longer in operation because the computer equipment has not been updated. 

Local System Structure 

Passaic County has fully implemented WIA, with PCWDC as the system’s major intermediary (the 

“operating entity” in the WIB’s contract with the state). PCWDC is incorporated as a non-profit, with its 

own Board of Trustees, and describes itself as “a public non-profit organization under the auspices of the 

Passaic County Board of Chosen Freeholders.”1

In practice, the local board and PCWDC are very closely linked. For instance, when the former PCWIB 

Director resigned, the PCWDC Director took over his functions and now holds both positions. PCWIB’s 

Director is paid by the county, even though he is also the PCWDC Director. The local board does not 

have a separate staff but is supported by PCWDC staff, who are employees of the nonprofit. 

 

The County’s ten percent administrative budget is used to pay for PCWDC operations. PCWDC 

employees include both central office staff and Career Center staff. Authority is relatively centralized, and 

lines of communication and reporting responsibility are clear. 

Staff from a number of mandated partner agencies are co-located at the Paterson One-Stop. These 

agencies do not pay rent, though such arrangements may emerge as part of a space expansion that 

currently is under discussion. Two non-profit organizations are also co-located with the Paterson center, 

and the County Department of Human Services has its welfare reform services, the Division of Family 

Services, stationed there. These services are in the same building, although on different floors. 

In October 2002, the New Jersey Department of Labor and PCWIB met and discussed increasing the 

system’s integration in the Paterson One-Stop. They are negotiating to rent additional space contiguous to 

the existing center. The plan is to create a consolidated system that includes Employment Services, 

Vocational Rehabilitation, and the Unemployment Insurance office, all sharing front desk services at the 

same facility. 

 

1

 The Board of Chosen Freeholders, like Boards of Supervisors in many counties, is the county’s elected governing 

body. 
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PCWIB administers several other types of funds in addition to Passaic County’s WIA formula allocation. 

These include direct federal grants (e.g., a DOL Community Audit grant), state supplemental workforce 

funds for basic skills, and a state-funded training system (Workforce Development Partnership or WDPP) 

which pays for intensive and training services for unemployed individuals using dollars from the 

unemployment insurance system. 

Service Delivery 

According to the WIA plan update for July 2002, core and intensive services, as well as training services, 

are provided by PCWDC, Passaic County Board of Social Services (TANF-funded services), and the 

Paterson Public Schools Adult and Continuing Education Division. At least one Employment Service 

staff is co-located at each of the comprehensive career centers, and assists in providing core services. In 

Passaic County, the only intensive services that WIA dollars fund are those provided by PCWDC staff. 

One-Stop partners operate under Memoranda of Understanding rather than contracts. 

Training 

The major changes under WIA in Passaic County have been in the provision of training to adults and 

dislocated workers. In New Jersey, the state operates the Eligible Training Provider List, and providers 

must complete a form on the state’s web page. PCWDC encourages any interested training providers to 

fill out the form. The state requires that schools be properly accredited and meet other qualifying 

requirements. Many programs are currently on the state’s ETPL; for instance, the list includes 81 

providers of word processing training throughout the state. The training provider list has expanded 

substantially since JTPA, when only a handful of organizations had training contracts. The combination 

of the ITA system (which pays a maximum of $4,000 per person), the growth in the number of training 

providers, and the reduction in overall funding has squeezed some long-standing non-profit partners. 

Contracts with training providers provide for a fixed payment per customer who completes training, with 

proportional reimbursement for trainees who leave prior to completing training. 

In the most recent fiscal year, 69 organizations provided training in Passaic County using ITAs. The 

majority of these were issued to private for-profit providers. 

Youth 

Youth services continue to be delivered through an annual competitive RFP. Contracts are described as 

“cost reimbursement” but costs are summarized into per-person costs for a given course of study or other 

training activity. For students who do not finish the activity, the cost is prorated based on proportion of 

the training completion. The seven youth contractors include three for-profit firms, three education 

agencies, and the state Department of Law and Public Safety. 
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Monitoring and Oversight 

The main system for monitoring is a client-level information system maintained by the One-Stop 

Operator. Training providers fill out status change forms when an individual reaches a major milestone 

such as training completion or entering employment. The PCWDC’s Senior Analyst in charge of the 

system prepares reports for each provider showing the number of individuals in each status and the length 

of time they have been in status. In particular, staff watch for individuals who have been on “hold” (job 

search status) for more than 90 days and follow up with a letter and telephone call to explore the 

customer’s problems. 

PCWDC has a contract with an outside organization, Employment and Training Institute, (ETI) to do 

monitoring, staff capacity-building, and on-site technical assistance. This is a continuing relationship, and 

the contract is awarded annually through an RFP process. Services include training staff and service 

providers about performance measures, conducting better customer follow-up, and improving student 

retention. 

Summary 

Overall, Passaic County’s workforce investment system is regarded as efficient and trouble-free. The key 

partners have a long history of working together cooperatively, and decisions are typically made by 

consensus and without undue stress. PCWIB is relatively active and the chair is valued as an effective 

advocate and leader. 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

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KEY:

Comprehensive OneStop

Intensive Service Provider

ORGANIZATION OF WIA SERVICES IN

PASSAIC COUNTY, NEW JERSEY*

County Executive Board of Chosen Freeholders

(Local Elected Officials)

Workforce Investment Board of Passaic County

 Paterson Adult High School/Youth Corps

 Paterson Public Schools Student

Support Services

 Adult Learning Center Passaic County

Technical Institute

 Employment Service (2 offices)

 Unemployment Insurance (2 offices)

 Commission for the Blind and Visually

Impaired

 Passaic County Office on Aging

 Passaic County Board of Social Services

 Paterson Small Business Development

* In addition to the comprehensive and satellite centers, core services are

available via numerous self-service electronic sites located in libraries and high

schools.

** A public-private partnership (independently incorporated) under the auspices of

the Passaic County Board of Chosen Freeholders.

Paterson

One-Stop Center

Paterson Public

Schools Adult &

Continuing

Education

Passaic County Workforce Development Center**

(Fiscal Agent and Operator of Comprehensive One-Stop Centers)

Youth Providers

 Passaic Board of Education

 Paterson Public Schools

 Passaic County Technical

Institute

 PCC Computers, Lamamal,

LLC

 Worldwide Educational

Services

 New Jersey Department of

Law and Public Safety/Juvenile

Justice Commission

 Paterson Adult School

 Sylvan Learning Systems

Clifton

One-Stop Center

Paterson Public

Schools Adult &

Continuing

Education

Satellite OneStops:
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

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Lane County, Oregon 

February 25-27, 2002 

Community Context 

Lane County, Oregon, is located approximately 100 miles south of Portland. Although 90 percent of the 

county is forestland, Eugene (the county seat) and neighboring Springfield comprise the second largest 

urban area in Oregon after Portland. The county’s population is 322,959, with two-thirds of these 

residents living in Eugene and Springfield. Over nine-tenths of the population is white, and the largest 

minority group is Hispanics-Latinos, who constitute 3.7 percent of the adult population. Asians make up 

about two percent of the population; fewer than one percent are African American. 

Entry-level wages in the county are at minimum wage ($6.50 per hour). Lane County’s industrial base 

historically has been lumber and wood products, industries that are shrinking and consolidating. The 

University of Oregon in Eugene is the largest employer in the area, with over 3,500 workers. Recreational 

Vehicle (RV) manufacturing is growing, offering many jobs in the area. Until 2001, high technology also 

was a growing industry. At the time of the site visit, the unemployment rate in Eugene was 8.5 percent, 

the highest it had been in ten years, but still almost one percent less than the statewide unemployment 

rate. Oregon has experienced many plant closures and cutbacks in labor in the last two years. In Lane 

County alone, 24 companies have closed since July 2001 (many of them high tech businesses), laying off 

2,000 workers. 

One Stop Implementation 

Oregon has focused on streamlining and improving its workforce development system since it passed the 

Workforce Quality Act of 1991. This Act created regional committees that competed in function with the 

Private Industry Councils (PICs). The state’s redesign of its workforce development system was further 

supported by a One-Stop Implementation Grant, which the U.S. Department of Labor awarded Oregon in 

1995. After the Workforce Quality Act reached its sunset date in 1996,the state legislature passed SB917, 

which established the Regional Workforce Committees (RWCs) “to advise on local needs for workforce 

development, to prepare plans for achieving regional goals and to coordinate the provision of services 

within regions.”1 Regional committees are also responsible for developing strategic workforce plans. As 

Oregon implemented the WIA, these regional committees either merged with PICs to form the new local 

area Workforce Investment Boards, or became one of nine Regional Workforce Investment Boards 

(RWIBs) in the state.

 

1 State of Oregon, Unified Plan 2000, Chapter 3: Plan Development and Implementation.
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In Lane County, the merger process took two years and resulted in the Southern Willamette PIC (a nonprofit organization) creating a new Board of Directors and changing its name to the Lane Workforce 

Partnership, Inc. (LWP). After WIA became law, LWP again restructured its Board to meet the 

requirements of the new legislation for a local Workforce Investment Board. 

Several state policies influence how WIA has been implemented in Oregon. First, the governor mandated 

the Department of Human Services as a partner in the One-Stop system. Programs within this department 

include TANF, food stamps, child welfare, and adult protective services. Second, core services are 

separated into two levels: 1) “Core A” services include the basic self-serve resources, supported by 

Employment Services staff; 2) “Core B” services include workshops on resume preparation, job search, 

basic skills, and basic computer skills. The State’s administrative code specifically allows for adult basic 

education and skills training to be provided with WIA funds if this training is offered in conjunction with 

vocational or occupational training. 

Local System Structure 

LWP’s Board of Directors is the local Workforce Investment Board. Following the precedent set by the 

PIC, LWP continues to contract with Lane County to provide administrative services. The only LWP 

employee is the Executive Director; the local board is staffed by employees of the Lane County 

Workforce Partnership Department. 

Because no other organization in the county appeared to have adequate capacity to pull One-Stop partners 

together, Oregon’s governor awarded LWP a waiver to run the One-Stop Career Center. The organization 

also obtained a second waiver that allows LWP staff to provide direct services; One-Stop partners did not 

want to lose the expertise of LWP staff who had been providing intensive services for years. 

LWP’s One-Stop system is called The Workforce Network, and operates in two sites. Lane County has 

one comprehensive One-Stop Career Center in Eugene. This site has a Business Services Center with its 

own separate entrance. In addition, a satellite office is located seven miles away at the Lane Community 

College (LCC) campus, also in Eugene. 

LWP rents space for the comprehensive One-Stop on a “per cubicle” basis from the Oregon Employment 

Department (ED, the state’s Employment Service agency funded by Wagner-Peyser). All One-Stop 

partners except TANF are co-located here full-time, while TANF staff are on-site half-time. 
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Service Delivery 

ED (Wagner-Peyser) staff members support all “Core A” services (i.e., resource room and other selfservice activities) at The Workforce Network’s main office. LWP staff provide “Core B” (e.g., staffassisted job search, job referrals, workshops and job clubs) and intensive services. LCC runs a skills 

center (classified as Core B services) at the comprehensive One-Stop, providing basic skills and basic 

computer training. 

LWP awarded a sole source contract of $1.5 million to LCC to provide WIA adult and dislocated workers 

services. This cost reimbursement contract covers the operation of the satellite career center at the 

community college, which serves both adults and dislocated workers, and providing basic skills and

computer training to all One-Stop customers. Some of the One-Stop partners have only a part-time 

presence at the satellite One-Stop (e.g., Vocational Rehabilitation), while others—such as ED and 

TANF—do not provide services at the satellite career center. 

Training 

The local board’s Customer Services Committee is responsible for creating a local Employment and 

Training Providers List (ETPL), and submitting it to the state WIB for certification. The state has 

developed eligibility criteria for WIA training providers. To be included on the state ETPL, training 

programs must result in some kind of certification, and result in jobs with wages above a specified 

standard. Training courses may be no longer than nine months in duration, and WIA funds cannot be 

used for a customer to finish a four year degree. 

In response to the state criteria, LCC developed several new certificate programs that provide short-term 

training for occupations such as call center customer service representative, medical office assistant, 

Certified Nurse Assistant, and RV technician. Many of the area’s “tried and true” providers originally 

refused to apply for inclusion on the ETPL, however, and some respondents believe that fewer training 

providers are available for customers as a result. For example, University of Oregon and Oregon State 

University are not on the ETPL, because the State will not allow ITAs to pay for a customer to finish a 

college degree. Additional barriers to training provider participation are the burdensome application and 

data collection processes. 

LWP has not specified a maximum funding amount for Individual Training Accounts (ITAs), and allows 

flexibility for individual needs. The ITA amount is specified in the training plan and varies by customer.

Case managers also help customers seek other funding sources, such as Pell Grants, to support training. 

During Program Year 2001, customers used a total of 18 training providers. 
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Youth 

To select youth service providers, the PIC used an RFP process. LWP continues to use a competitive 

process every three years to identify youth service providers. All of these contracts are made on a cost 

reimbursement basis and are renewed annually. One of the youth contractors, a community-based nonprofit agency selected by the PIC, was “grandfathered” in for the most recent contract cycle. In addition, 

LWP chose as youth service providers two other non-profit organizations, plus a collaborative led by the 

Lane Educational Services District in Eugene. 

Monitoring and Data Systems 

At the time of the site visit, LWP was training its staff in a new data software system, G*STARS, which 

is an internet-based data system that captures customer information input by service providers. The 

resulting data will be used both for monitoring service and training providers and for transmitting data to 

the State. All local entities that receive WIA funds through LWP are required to use the G*STARS 

system. LWP also uses a management information system which tracks performance, and staff conduct 

quarterly file reviews and meet with contractors on a monthly basis to review their performance. 

Oregon had not yet implemented its system for collecting follow-up data on trainees from ETPL 

providers at the time of the site visit. Until the State implements its system, providers have been asked to 

send termination and exit data, as well as any change in service or address changes, to the State on a 

quarterly basis. Once the State data system is implemented, LWP staff expect greater accountability of 

training providers. 

Summary 

Lane County is the only one of the study sites in which the local board both runs a comprehensive OneStop Career Center on an ongoing basis and directly provides services. Overall, the individuals 

interviewed during the site visit appreciated changes that WIA has brought to the region’s workforce 

development: an increased focus on customer service, proactive inclusion of businesses as customers, and 

partnerships with other community organizations in moving toward an integrated service delivery system. 

As with most of the study sites, LWP and its partners went through a “shake-down” period in learning 

how to collaborate effectively. LWP emerged from this period with a workforce development system that 

is well-respected among its partner organizations and in the community at large. 
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ORGANIZATION OF WIA SERVICES IN LANE COUNTY, OREGON

*The Lane County Commissioners appointed the Lane Workforce Partnership (LWP) as Workforce Investment Board (WIB). The Board of

Directors of this non-profit organization plays the role of the WIB in setting policy and overseeing One-Stop services and operations. LWP staff,

all county employees, staff the WIB. Oregon's governor granted waivers allowing LWP to a) act as the operator of the One-Stop Career Center,

and b) provide intensive services to participants.

The

Workforce

Network

LANE COUNTY WORKFORCE DEPARTMENT/

LANE WORKFORCE PARTNERSHIP*

WIB

WIB Staff

One-Stop Operator

KEY:

Comprehensive One-Stop

Satellite Career Center

Lane Community

College

Youth Providers

 Lane Educational

Services District

Collaborative

 Looking Glass

 Centro Latino

Americano
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Oregon Region 2 

March 13-15, 2002 

Community Context 

Oregon’s Region 2 local workforce area encompasses three counties surrounding the City of Portland: 

Multnomah, Tillamook, and Washington. With 1,130,090 residents, this area represents about one-third 

of Oregon’s total population. More than 80 percent of the area’s residents are white. Nine percent of 

residents are Latino and six percent are Asian. Region 2 communities are quite diverse. Multnomah 

County, which includes the City of Portland, has a density of 1,518 persons per square mile compared to 

22 persons per square mile in rural Tillamook County. The three counties also vary in the industries that 

make up their economic base. Agriculture, forestry, and fishing are major industries in Tillamook County, 

and the famous Tillamook Cheese Factory is the County’s largest employer. In contrast, Washington 

County has many high technology companies and is sometimes referred to as the “Silicon Swamp.” 

Oregon has experienced many plant closures and labor cutbacks in the last two years. Fishing and timber 

industries have been particularly hard hit, and numerous small manufacturers that supplied electronic 

components for the computer and technology industries have failed with the recent changes in the 

economy. At the time of the site visit, the unemployment rate in the Portland metropolitan area was 8.9 

percent, just 0.2 percent less than the statewide unemployment rate. 

One-Stop Implementation 

Oregon has focused on streamlining and improving its workforce development system since it passed the 

Workforce Quality Act of 1991. This Act created regional committees that competed in function with the 

Private Industry Councils (PICs). The state’s redesign of its workforce development system was further 

supported by a One-Stop Implementation Grant, which the U.S. Department of Labor awarded Oregon in 

1995. After the Workforce Quality Act reached its sunset date in 1996,the state legislature passed SB917, 

which established the Regional Workforce Committees (RWCs) “to advise on local needs for workforce 

development, to prepare plans for achieving regional goals and to coordinate the provision of services 

within regions.”1 Regional committees are also responsible for developing strategic workforce plans. As 

Oregon implemented the WIA, these regional committees either merged with PICs to form the new local 

area Workforce Investment Boards, or became one of nine Regional Workforce Investment Boards 

(RWIBs) in the state.

 

1 State of Oregon, Unified Plan 2000, Chapter 3: Plan Development and Implementation.
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Region 2 was one of the few early One-Stop implementation sites in the state, and its Northeast One-Stop 

Career Center was the first such center in Oregon. In 1997, the Local Elected Officials for Oregon’s 

Region 2 decided to restructure Portland’s PIC to increase employer representation on the board and add 

an emphasis on economic development. Worksystems, Inc. (WSI, a semi-governmental non-profit 

organization) was formed at this time. WSI’s Board of Directors serves as the local Workforce Investment 

Board, and WSI staff provide administrative support to the board. 

Several state policies influence how WIA has been implemented in Oregon. First, the governor mandated 

the Department of Human Services as a partner in the One-Stop system. Programs within this department 

include TANF, food stamps, child welfare, and adult protective services. Second, core services are 

separated into two levels: 1) Self-Service Core “Core A” services are include the basic self-serve 

resources, supported by Employment Service staff; 2) Registered Core “Core B” services include 

workshops on resume preparation, job search, basic skills, and basic computer skills. The State’s 

administrative code specifically allows for adult basic education and literacy activities to be provided as 

WIA training services if this training is offered in conjunction with vocational or occupational training. 

Local System Structure 

WSI uses a competitive RFP process to award One-Stop Operator contracts to serve six subregions or 

service areas within the three county Region. Key selection criteria include a history of forming strong 

partnerships in their local communities, close ties to the predominant populations in each One-Stop 

service area, and the involvement of businesses in planning One-Stop services. Applicants are also asked 

to secure in-kind matching funds that can help support operation of the One-Stop. The contracts are one 

year in length with two option years, and are competed every three years. 

Currently, three community colleges (Tillamook Bay Community College, Portland Community College, 

and Mt. Hood Community College) and two local community-based non-profit organizations (Central 

City Concern and Southeast Works) operate seven comprehensive One-Stop Career Centers and two 

satellite centers. Central City Concern (CCC) is a non-profit organization serving people that are 

homeless and/or ex-offenders. Southeast Works was founded in 1997 to provide employment and support 

services to Portland’s nine poorest neighborhoods. Residents in this neighborhood include immigrants 

from Russia and Central and South America, and the One-Stop’s partners reflect this diversity. WSI 

originally selected another non-profit agency as a One-Stop Operator but due to the organization’s 

financial instability, WSI terminated the contract. WSI obtained a waiver from the governor allowing the 

local board to operate the One-Stop for one year until the center was well established. 
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WSI adopted a phased implementation of WIA across Region 2, and awarded contracts for the One-Stops 

in Multnomah and Washington Counties before choosing an operator for the Tillamook One-Stop. During 

the first year under WIA, WSI had a waiver to run the Tillamook center. The WIB then used an RFP 

process to select Tillamook Bay Community College to run the One-Stop. One Board member noted that 

using contractors to provide One-Stop services opened the door with several major employers who, prior 

to WIA implementation, had been reluctant to deal with the PIC as a government agency. 

Service Delivery 

ES staff provide “Core A” services in each of Region 2’s One-Stops. The One-Stop Operators provide 

“Core B” services and all intensive services. WSI contracts for dislocated worker services separately from 

WIA adult services. WSI uses a competitive bid process to select a dislocated worker contractor, who is 

responsible for administrative oversight of dislocated worker services throughout the region. Portland 

Community College holds the current contract, and PCC staff provide dislocated worker services at four 

One-Stops in Portland and Washington County. In addition, PCC subcontracts with Mt. Hood and 

Tillamook Community Colleges to serve dislocated workers in their local areas, and with Labor’s 

Community Services Agency to link customers to services provided by organized labor. Several WSI 

staff noted that limited English skills present a significant barrier to many dislocated workers. In 

response, PCC developed a program that offers ESL training for dislocated workers at most of the OneStops. 

WSI recently pilot-tested a resource-sharing reimbursement mechanism through which 75 percent of OneStop contract costs were paid on a cost reimbursement basis, and 25 percent paid based on achievement of 

specified performance goals. Because of State requirements, however, WSI returned to cost 

reimbursement contracts in its most recent round of contracts. 

Training 

The local board’s is responsible for creating a local Employment and Training Providers List (ETPL), and 

submitting it to the state WIB for certification. The state has developed eligibility criteria for WIA 

training providers. To be included on the state ETPL, training programs must result in some kind of 

certification, and result in jobs with wages above a specified standard. Training courses may be no longer 

than nine months in duration, and WIA funds cannot be used for a customer to finish a four year degree. 

WSI passes through its training fund allocation to the One-Stop contractors, who define their own 

processes for customers to apply for training (beyond the state’s training application form) and set their 

own allocation limits. The One-Stop contracts originally required the operators to set aside ten percent of 

their annual budgets for customer ITAs. The demand for training services was much lower than WSI 

anticipated, however, and WSI dropped the set-aside requirement and allowed contractors reallocate the 
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funds set aside for ITAs to other participant costs. During Program Year 2001, customers used nine 

training providers. 

Youth 

WIA “changed the face” of youth service providers in Portland, as well as changing the scope of services 

available. Under JTPA, the PIC contracted with a few select organizations based on regional need for 

services, but also operated its own school and its own GED program. Both of these have been taken over 

by contractors, and WSI now contracts with 12 youth service providers. WSI uses a competitive RFP 

process to select youth contractors. These cost reimbursement contracts are competed annually, but can be 

extended beyond a year without competition if the contractor is performing well. Youth contractors 

include three school districts’ alternative education programs, one community college, and eight nonprofit agencies. 

Monitoring and Oversight 

WSI monitors its contractors using quarterly performance reviews, an annual quality assurance review, 

and a web-based customer database and tracking system that provides current information on enrollments 

and service use. The I-TRAC database allows WSI staff and contractors to enter information on program 

participants, including registration information, service use, and outcomes. Any organization that receives 

WIA funds from WSI or from a One-Stop operator is required to use the I-TRAC system. Reports from ITRAC are generated and submitted to the State on a quarterly basis. 

Summary 

The biggest change from JTPA to WIA in Region 2 was a tremendous increase in the number of 

contractors serving customers. WSI staff reported that using contractors was also linked to a significant 

increase in the Region’s achievement of its state-mandated performance criteria. 

With WIA implementation, workforce development contractors in the Portland area work much more 

closely with WSI that their predecessors did with the PIC. WSI staff interact frequently with One-Stop 

operators and other contractors and consider this relationship to be a partnership. One-Stop managers 

attend regular monthly “kitchen cabinet” meetings convened by WSI’s Chief Operating Officer to discuss 

policies, problems, and strategies, and to exchange information. Youth service providers attend monthly 

Youth Steering Committee meetings to the same end. WSI staff see their role as a supportive one, keeping 

contractors effective both by supporting and strengthening partnerships, and providing technical 

assistance to contractor staff. In turn, WSI expects the One-Stop contractors to work as a team, share 

ideas, and function as a collaborative unit.
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ORGANIZATION OF WIA SERVICES IN OREGON’S REGION 2*

(Portland and 3 Surrounding Counties)

WORKFORCE SYSTEM, INC.

Westside

One-Stop

Tillamook

One-Stop

Workforce

Connections

WIB

WIB Staff

Capital

Career Center

Portland Community

College**

Northeast

One-Stop

Career

Center

Goal Post

(Housing

Authority of

Portland)

Southeast

Works

Neighborhood

Job Center

Central City

Concern

Oregon Employment

Department

(downtown office)

Mt. Hood

Community

College

Tillamook Bay

Community

College

Youth Providers

 Beaverton School District

 Hillsboro School District

 Janus Youth Programs, Inc.

 Mt. Hood Community College

 Multnomah Education Service

District

 Open Meadow Learning Center

 Oregon Council of Hispanic Affairs

 OHDC

 POIC

 Portland Youth Builders

 Southeast Works

 Tillamook Work Solutions

Metro

One-Stop

 * Multnomah, Tillamook, and Washington counties

 ** PCC also is a contractor for dislocated worker services.

KEY:

One-Stop Operator

One Stop Career Center

Satellite Career Center
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Northwest Pennsylvania 

May 13-15, 2002

Community Context 

The Northwest Pennsylvania Workforce Investment Board’s local area encompasses six counties: Erie, 

Crawford, Warren, Forest, Venango, and Clarion. Aside from Erie County, which has 200,000 residents, 

the local area is rural. An overwhelming proportion (94 percent) of the region’s population of 519,348 

residents is white. The African American population is the second most represented ethnicity in the 

region. 

At the time of the site visit, the unemployment rate hovered around 6.1 percent in the Oil Region (Forest 

and Venango Counties), while Erie County had a somewhat higher rate of 7.1 percent. Manufacturing 

accounts for approximately 25 percent of the economic structure in the region. A major segment of the 

manufacturing industry is the tool and die industry within Crawford County. Other counties also have 

specialty industries including plastics in Erie, modular homes in Clarion, lumber and wood in Warren and 

Forest, and healthcare in Venango. New and emerging industries include technology and hospitality. 

One-Stop Implementation 

Building on strategic planning undertaken by Team PA Human Resources Investment Council, the 

Commonwealth of Pennsylvania began implementing WIA in January 1999 using One-Stop 

Implementation Grant funds from the U.S. Department of Labor. The Human Resources Investment 

Council, a nonprofit agency with economic development goals, later became the State Board, called 

Team PA. Under the federal grant, the State 1) reduced the number of local administrative areas (i.e., 

SDAs, and later, local workforce investment areas), and 2) required local areas to identify consortia 

consisting of both governmental and private entities to operate the newly formed One-Stops, called 

CareerLink Centers. In most local areas, these consortia continued as One-Stop Operators after WIA was 

enacted. 

Pennsylvania envisioned a statewide network of franchised One-Stop Career Centers, with centers 

required to meet specific criteria to be chartered to join the system. The state shares responsibility for 

quality assurance with local boards. The state conducted system-wide training and makes comprehensive 

quality assurance site visits that incorporate measures of local performance based on Malcolm Baldridge 

quality criteria. 
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Before WIA implementation, Northwest Pennsylvania had two separate SDAs; one covering Erie County, 

and one covering the five rural counties. WIA brought these two sites together into a “forced marriage” 

initially resisted by local leaders. The smaller counties feared that Erie, as the most populated county, 

would benefit financially from the merger. To allay these fears, board staff were located outside of Erie 

County, and funding was allocated so that both parts of the new jurisdiction would benefit equally from 

the workforce development systems and structure. 

Northwest Pennsylvania designed, developed, and implemented its first CareerLink Center in January 

2000. The local board hired a CEO five months later in May 2000. The five board staff were from the 

private sector and had much to learn about the delivery of employment and training services. Long-time 

participants in the local workforce development system expressed concern that the resulting system is 

expensive compared to its JTPA predecessor. 

Local System Structure 

At the time of the site visit, the Northwest PA WIB had five comprehensive One-Stops. Four of the five 

were state chartered CareerLinks; the fifth was scheduled to be chartered in November 2002. A 

consortium consisting of four major organizations operates all five CareerLinks. The One-Stop 

consortium partners include the Office of Vocational Rehabilitation (OVR), the Bureau of Employment 

and Career Services (BECS, the state Wagner-Peyser agency), the Greater Erie Community Action 

Committee (GECAC, a nonprofit agency), and Northwest Regional Technology Institute (NRTI, a forprofit organization). 

Each CareerLink has at least one additional partner, typically the leaseholder, the entity responsible for 

either hosting the One-Stop or paying rent for the facility. Leaseholders for the five Career Centers 

include: Penn DOT, Pennsylvania’s State Department of Transportation; Community Action 

Incorporated, a private, non-profit organization; Warren/Forest Counties Economic Opportunity Council; 

Meadville Area Industrial Commission; and GEGAC. The result is a varied set of partnerships across the 

CareerLink sites. 

Prior to WIA implementation, the Northwest Pennsylvania Training Partnership Consortium, another forprofit training provider with a history of working with dislocated workers, provided JTPA services for the 

five rural counties. Greater Erie Community Action Committee (GECAC), the area’s designated 

Community Action Agency, was responsible for serving Erie County. When WIA was passed, the 

Northwest Pennsylvania Training Partnership Consortium remained as fiscal agent for the workforce 

development system, and the local board issued a Request For Proposals (RFP) for provision of WIA 

adult, youth, and dislocated worker services. The RFP required bidders to demonstrate their ability to 
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provide services throughout the region, and to work collaboratively with Consortium partners in staffing 

each of the individual CareerLinks. The local board awarded the youth and adult contracts to GECAC and 

the dislocated worker contract to NRTI. 

Service Delivery 

As a result, the Consortium partners include state agencies, a non-profit organization (GECAC), and a 

for-profit organization (NRTI), and core and intensive services are staffed by both GECAC (for youth and 

adults) and NRTI (for dislocated workers). These contracts are competitively bid and awarded every two 

years. 

Training 

All of the Northwest Pennsylvania One-Stops are implementing the ITA system; the ETPL for 

Pennsylvania can be accessed on the World Wide Web. The number of training providers available 

increased dramatically when WIA was first implemented, and customers in the six-county region had 

used 45 different training providers during Program Year 2001. In July 2002, however, the state required 

training providers to supply performance data on each trainee they serve, not just WIA customers. As a 

result, board staff anticipates that the number of ETPL-approved training providers will drop. 

Youth 

As Programmatic Coordinator for WIA Youth Services, GECAC subcontracts with three agencies that 

each lead youth services for a specific geographical subregion of the local area. GECAC uses a 

competitive process to select the lead agencies bi-annually. These agencies—which do not interact 

directly with the local board—include a non-profit, a school district, and GECAC itself. In order to 

assure that the needs of WIA youth are being met at the regional and local level, the three lead agencies 

then subcontract with six other local youth service providers. 

Monitoring and Oversight 

The board staff’s Director of Quality Assurance monitors contract performance and programmatic 

compliance, assuring accountability to both local board and state standards. The local board uses several 

effective mechanisms for monitoring its contracts. These include quarterly performance reviews and a 

customer tracking system that provides current information on enrollments and service use from each of 

the five comprehensive One-Stops on a monthly basis. In addition, the three WIA contractors and the 

fiscal agent all work closely with the local board, facilitating oversight, planning, and problem-solving. 
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Summary 

The implementation of WIA has required many adjustments for the Northwest Pennsylvania Workforce 

Investment Area, and not all those adjustments are yet complete. First, combining of jurisdictions and 

traditional service providers created a competitive overall atmosphere. Second, being part of a regional 

system or franchise-like structure, standardized by the state, was new to a system that has traditionally 

emphasized local autonomy. In fact, each of the five Northwest Pennsylvania One-Stops has developed its 

unique character. Nonetheless, staff of the various CareerLinks increasingly collaborates to implement 

programs and provide services that meet the employment and training needs of the local region. 
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ORGANIZATION OF WIA SERVICES IN NORTHWEST PENNSYLVANIA*

(Erie and Surrounding Counties)

GECAC

___________________________

 Youth Adult

Provider Contractor

Regional Lead Agencies

for Youth Services

 Erie School District*

(City of Erie)

 IU6* (Venango, Warren

Forest, Clarion Counties)

 GECAC* (Erie and

Crawford counties)

One-Stop Operator Consortium

Partners

(All sites)

 Bureau of Employer and

Career Services (BECS)

 Greater Erie Community Action

Committee (GECAC)

 Office of Vocational

Rehabilitation (OVR)

 Northwest Regional Training

Institute (NRTI)

Northwest Pennsylvania

Workforce Investment Board

(WIB and WIB Staff)

Oil Region

Career Link

Site Manager:

BECS

Leaseholder/Partner:

Pennsylvania

Department of

Transportation

Warren

Career Link

Site Manager: NA

Leaseholder/Partner:

Warren/Forest Counties

Economic Opportunity

Council

Erie

Career Link

Site Manager:

GECAC

Leaseholder/Partner:

GECAC

Crawford

Career Link

Site Manager: BECS

Leaseholder/Partner:

Meadville Area

Industrial

Commission

KEY:

Comprehensive One-Stop

 * Each of the lead agencies subcontracts to

regionally based youth service providers.

Northwest Pennsylvania

Training Consortium

(Fiscal Agent)

Clarion

Career Link

Site Manager: BECS

Leaseholder/Partner:

Community Action

Committee

NRTI

Dislocated Worker

Contractor

 * The region includes Clarion, Crawford, Erie, Forrest, Venango, and

Warren Counties.
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Three Rivers, Pennsylvania 

May 20-22, 2002

The Pittsburgh/Allegheny County Workforce Investment Area has a population of 1,281,666 people, 

approximately 519,000 of whom live in the city of Pittsburgh. The population of the city and county has 

been declining for some time, though some of the surrounding counties have gained residents in recent 

years. Eight-four percent of Allegheny County residents are white and about twelve percent are African 

American. 

Pittsburgh and Allegheny County have developed a diverse economy over the last 30 years as the steel 

industry—and manufacturing more generally—have diminished in the area. Presently, manufacturing 

makes up just 15 percent of the employer base in the county, with the other 85 percent of employers 

representing service industries. Leading employment sectors include banking, communications, and 

education via the University of Pittsburgh. The unemployment rate in July 2002 was 7.1 percent. The 

city/county area boasts a stable economy, high quality of life, and well-qualified workforce.6

 

One-Stop Implementation 

Building on strategic planning undertaken by Team PA Human Resources Investment Council, the 

Commonwealth of Pennsylvania began implementing WIA in January 1999 using One-Stop 

Implementation Grant funds from the U.S. Department of Labor. The Human Resources Investment 

Council, a nonprofit agency with economic development goals, later became the State Board, called 

Team PA. Under the federal grant, the State 1) reduced the number of local administrative areas (i.e., 

SDAs, and later, local workforce investment areas), and 2) required local areas to identify consortia 

consisting of both governmental and private entities to operate the newly formed One-Stops, called 

CareerLink Centers. In most local areas, these consortia continued as One-Stop Operators after WIA was 

enacted. 

Pennsylvania envisioned a statewide network of franchised One-Stop Career Centers, with centers 

required to meet specific criteria to be chartered to join the system. The state shares responsibility for 

quality assurance with local boards. The state conducted system-wide training and makes comprehensive 

quality assurance site visits that incorporate measures of local performance based on Malcolm Baldridge 

quality criteria. 

 

6

 “One-Stop Innovations,” John Heldrich Center for Workforce Development, March 2002 
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Under JTPA, the City of Pittsburgh and the surrounding Allegheny County each had operated its own 

SDA. The two PICs discussed merging under WIA, but decided that the metropolitan area was likely to 

receive more funds if they did not merge. Instead, they forged a unique partnership in 1999, in which the 

two local workforce areas share one board, called the Three Rivers Workforce Investment Board. The 

board is devoted to policy-making and overseeing policy implementation, and technically has final 

approval over contracting decisions. In practice, the local board is a relatively weak presence in the 

workforce development system. 

Local System Structure 

Because the two local workforce areas maintain their fiscal integrity, and because the Three Rivers 

Workforce Investment Board is not incorporated as a 501(c)(3), the agencies that had staffed the PICs−the 

Pittsburgh Partnership for the City and the Department of Human Services (DHS) for Allegheny 

County−each act as fiscal agent for their respective local workforce areas. These agencies also serve as a 

partner in the One-Stop operator consortium. As fiscal agents, they draft and sign all contracts with 

service providers (e.g., the One-Stop consortium and youth contractors), and pay contractor invoices. 

At the time of the site visit, the One-Stop system in Pittsburgh/Allegheny County included two 

comprehensive CareerLink Centers.7

 The Downtown Pittsburgh CareerLink opened in 1999, and the 

McKeesport center opened in 2000. Additionally, neighborhood job centers run by community-based 

organizations host seven ‘mini centers’ in the local area. Funded by a Community Development Block 

Grant, the mini centers offer only core services, and must meet specific criteria to be recognized as part of 

the CareerLink system. For example, each mini center must have at least four computers and two staff 

members, and be allied in some way with one of organizations in the One-Stop Operator consortium. 

The One-Stop Operator consortium in Three Rivers consists of the following partners: the Pittsburgh 

Partnership (City), the Allegheny County DHS, the Bureau of Employment and Career Services (BECS, 

the state Wagner-Peyser agency), the Office of Vocational Rehabilitation, and Goodwill Industries. In 

addition to these five key partners, different nonprofit organizations act as a sixth operating partner at 

each of the two CareerLink Centers. The Greater Pittsburgh Literacy Council, which provides adult basic 

education services, is an operating partner in the Downtown Pittsburgh One-Stop, and Life’s Work, an 

agency that works with individuals with disabilities, is a partner in the McKeesport CareerLink. As in 

Northwest Pennsylvania, the consortium formed under the state’s One-Stop Implementation Grant, and 

continued as One-Stop Operator under WIA. Since operators are re-chartered every two years, the local 

board was just about to begin the chartering process at the time of the site visit. 

 

7

 A third CareerLink Center was scheduled to open in July 2002 near the airport. 
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For both CareerLink Centers, Goodwill Industries serves as leaseholder and is responsible for either 

hosting the One-Stop or paying rent for the facility. Goodwill has a cost allocation agreement with the 

local board. 

The operation of the Three Rivers CareerLink Centers is considered innovative and unusually 

collaborative. Employees of the various organizations in the One-Stop Operator consortium jointly staff 

the centers, and this arrangement has necessitated numerous compromises regarding work rules and 

management. In addition, these organizations share proportionately in the cost of operating the centers. 

Service Delivery 

Each CareerLink Center provides core services in a slightly different way. In Downtown Pittsburgh, for 

example, staff from each consortium partner participates in serving core customers and rotate this 

responsibility on a monthly basis. At the McKeesport CareerLink, on the other hand, BECS (state ES 

staff) and Goodwill share responsibility for managing core services, with all One-Stop staff providing 

core services during their designated two-hour shift. 

The Pittsburgh Partnership and DHS collaborate in developing RFPs for intensive services, and each 

awards annual intensive service contracts to serve adult and dislocated workers for their local workforce 

area. Each fiscal agent contracts with providers capable of meeting the needs of the population in their 

respective geographic areas, though some providers have contracts with both entities. The majority of 

intensive service providers are non-profit organizations. Three of the consortium members hold these 

contracts, and serve customers within the One-Stops. Goodwill provides intensive services at both 

CareerLink Centers, while Greater Pittsburgh Literacy Council serves customers in the Downtown 

Pittsburgh One-Stop and Life’s Work provides intensive services in the McKeesport center. In addition, 

ten other organizations hold contracts to provide intensive services to special populations (e.g., female 

offenders, Black Vietnam era veterans), or provide specific intensive services (e.g., adult basic education, 

bus passes), in locations throughout the local area. 

Training 

Customers in the Three Rivers region used a total of 39 training providers during Program Year 2001. 

The local board limits ITAs to a maximum of $8,000 over a two-year period. When the state ETPL list 

was first implemented, the number of training providers included was “tremendous.” At the time of the 

site visit, however, criteria for re-certification were being developed requiring training providers to report 

additional customer data. Local board staff anticipated that the number of approved training providers 

would diminish and expressed concern about a consequent decline in customer choice. Staff also reported 

a need for additional local-level accountability for the quality of training, and this need was being 
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addressed through a new monitoring arrangement. 

Youth 

The local board and its fiscal agents use YouthWorks, Inc., a non-profit that works with at-risk youth, to 

oversee providers of services to WIA youth. YouthWorks does not receive funding from the local board 

but relies on foundation monies to support its involvement in the workforce investment system. The 

Pittsburgh Partnership, DHS, YouthWorks, and local board staff join together to write and disseminate 

the Youth RFP. Independent review panels review and rank the resulting proposals. Based on these 

rankings, the Pittsburgh Partnership, DHS, and YouthWorks jointly select the WIA youth contractors. 

The Youth Policy Council and the full local board must approve the contracts before they are awarded. 

Monitoring and Oversight 

The Pittsburgh Partnership and DHS use several mechanisms for monitoring their contractors, including 

an annual quality assurance review, which requires each contractor to submit a written review and fill out 

a monitoring tool. This process also includes a file review. At the time of the site visit, the local board had 

just begun to contract with a private firm to monitor the ability of the Pittsburgh Partnership and DHS to 

monitor their contracts. 

A challenge for monitoring the Pittsburgh/Allegheny County system is that the State has different data 

requirements and uses a different management information system from the Pittsburgh Partnership and 

DHS. Neither the local data system nor the state’s system is fully developed or meets the needs of staff at 

all levels. The result is a “patchwork” system that consumes excessive staff time. Attempts to improve 

data systems are continuing at the state level, as well as locally. 

Summary 

The Three Rivers Workforce Investment Board represents a unique approach to increasing the amount of 

WIA funds available to a metropolitan area, and administrative funds available to support the local board. 

Overall, both the fiscal agents and the Pittsburgh/Allegheny County CareerLink system have achieved 

notable levels of collaboration, particularly in the operation of their One-Stop centers. The cost allocation 

plan developed by the consortium, in which each partner contributes to the cost of operating the One-Stop 

center in proportion to its share of total staff, has been recognized as an innovative practice. The system 

as a whole relies heavily on the involvement of multiple intermediaries and is regarded as successful in 

reaching and serving a large number of customers. 
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ORGANIZATION OF WIA SERVICES IN THREE RIVERS

REGION OF PENNSYLVANIA

(Allegheny County)

 Carnegie Library of

Pittsburgh

 East Side Neighborhood

Employment Center

 Goodwill Industries of

Pittsburgh

 Monroeville Mini Center

 Northside Leadership

Conference

 West Pittsburgh Partnership

 Jewish Family and

Children's Services

 * The Mini Centers are supported by a modest CDBG.

** YouthWorks is not funded by the local board, but by independent foundation funds.

Three Rivers Workforce

Investment Board

(WIB and WIB staff for

two local areas)

One-Stop Operator

Consortium Partners:

 Pittsburgh Partnership

 Goodwill Industries of

Pittsburgh

 Bureau of Employer

and Career Services

(BECS)

 Office of Vocational

Rehabilitation

 County Department of

Human Services

Downtown

Pittsburgh

CareerLink

Site Partner:

Greater Pittsburgh

Literacy Council

Pittsburgh Partnership

(Fiscal Agent for City of Pittsburgh

Local Workforce area)

Allegheny County Department of

Human Services

(Fiscal Agent for Allegheny County

Local Workforce)

McKeesport

CareerLink

Site Partner:

Life’s Work

YouthWorks, Inc.**

Youth Services Coordination

Youth Providers:

 National Robotics Institute

 Time Business Solution

 Pittsburgh Public Schools  Allegheny Intermediate Unit

 McKeesport Area Tech Center

 Allegheny Youth Development  Black Contractors Association

 Bloomfield Garland

 Brashear Organization  Breachmenders  CDC-Jewish Family Center

 Community Empower Association

 Competitive Employ Opportunity  Garfield Jubliee Association

 Hill House

 Life's Work  Operation Better Block

 PACE

 Urban Youth Action  Auberle Alternative School  Duquesne University

 5 C Corporation

 Holy Family Institute  Hosanna House

 Pittsburgh Catholic Educational Program

 Communities in School

KEY:

= Comprehensive One-Stop

= Funding

= Policy and Oversight

Mini Centers:*
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Gulf Coast, Texas 

July 15–17, 2002 

Community Context 

The Gulf Coast region of Texas encompasses a 13 county area of the southeastern corner of the state. The 

region covers almost 14,000 square miles, and includes Austin, Brazoria, Chambers, Colorado, Fort 

Bend, Galveston, Harris, Liberty, Matagorda, Montgomery, Walker, Waller, and Wharton Counties. The 

area is home to approximately 4.85 million people—one-fourth of the population of the entire state of 

Texas—and includes Houston, the nation's fourth largest city. Approximately 1.8 million people live in 

Houston, 1.3 million live in Harris County outside of the city, and the remaining 1.4 million reside 

throughout the region's other 12 counties. The region's population is approximately 49 percent white, 29 

percent Hispanic, 17 percent African American and five percent Asian. 

The Gulf Coast Workforce Development Area is the largest workforce region in Texas and covers three 

Primary Metropolitan Statistical Areas (PMSAs): Brazoria, Galveston-Texas City and Houston. The 

region boasts a complex and diverse economic base with major industries in wholesale and retail trade, oil 

refining and petrochemicals manufacturing, transportation, communications, public utilities, health 

services, agriculture, education services, and petroleum extraction. At the time of the site visit, the 

unemployment rate for Houston was 6.2 percent, in line with the 6.1 percent rate for the state as a whole. 

Unemployment was much higher in the outlying counties, with the two other PMSAs experiencing 

unemployment rates of 8.4 percent. 

One-Stop Implementation 

Texas began moving toward a “one-stop” model of human services as early as 1993. In 1995, HB1863 

combined TANF and JTPA funds at the state level, and TANF and JTPA services at the local level. This 

legislation created local workforce development boards which are responsible for administering these 

programs, as well as Welfare to Work, Food Stamp Employment and Training Program (FSETP), and the 

Child Care Coordinating Program. By 1999, the state had fully implemented WIA provisions. 

Given its long history in implementing One-Stops, Texas has had time to develop a number of state 

policies governing their administration. For example, the Texas Administrative Code states that local 

WIBs will not deliver any direct services, discouraging the Texas governor from granting waivers to WIA 

requirements. The code also requires that One-Stop operations contracts be awarded through a 

competitive RFP process. The Texas Workforce Commission (TWC) makes a detailed One-Stop 
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operations manual available online. TWC also has created a system of certification for One-Stops which 

uses a set of 18 basic standards, and all Career Centers must be certified in order to continue operations. 

Under JTPA, the area covered by the Gulf Coast Workforce Development Area included three separate 

Service Delivery Areas (SDAs): the City of Houston, the balance of Harris County, and the other 12 

counties in the region. As WIA was implemented, Texas consolidated its workforce areas and required 

that more than one governmental entity be represented in each local area. Because Harris County had 

already committed to joining the neighboring SDA, the result was an extremely large workforce area, 

after the inevitable addition of Houston. The merger process took well over a year to settle as the existing 

workforce organizations developed new roles and responsibilities. To address urban versus rural interests, 

the Local Elected Officials agreed that the new local board would reflect both Houston and the rest of the 

local area proportionately. Because of various guidelines about local board membership, the Gulf Coast 

Workforce Board, also called The WorkSource, emerged with 63 members. 

The Houston Galveston Area Council (HGAC) staffs The WorkSource, and also provides staff support to 

the Local Elected Officials (LEOs). HGAC is a voluntary association of local governments that supports 

its members in areas such as transportation planning, economic development, emergency preparedness, 

and air and water quality monitoring, among others. While local board staff represent a relatively small 

proportion of HGAC staff, The WorkSource is an important part of the Area Council’s business and 

represents almost half of the agency’s annual budget. 

Local System Structure 

The WorkSource One-Stop Operation contracts combine all WIA formula funds and services (adult, 

youth, dislocated worker) with funds from TANF and other low-income employment programs. These 

contracts also include WIA training funds, thus passing through the administration of these funds (and 

training provider payment) to the One-Stop operators. The WorkSource does not allow One-Stop 

operators to also be training providers. 

The WorkSource re-competes its One-Stop contracts every three years. The cost-reimbursement contracts 

are one year in duration, with two option years. At the time of the site visit, The Worksource had 29 

comprehensive One-Stops and three satellite centers. The most recent One-Stop RFP, however, asked 

bidders to propose operations plans and budgets for 24 full service One-Stops and nine satellite offices. 

While the One-Stops do not have defined subregional “catchment” areas (e.g., any customer can go to any 

One-Stop for services), each center is responsible for processing TANF applications and conducting 

worker profiling for specific zip code areas. The One-Stop contractors providing services at the time of 

the site visit were: 
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• ACS (formerly Lockheed-Martin LMI) is the only for-profit company operating One-Stops in the 

Gulf Coast region. ACS runs seven full service One-Stops in Brazoria, Ft. Bend, Harris, Liberty, 

Matagorda, and Wharton Counties. Until September 2002, ACS operated an additional One-Stop that 

merged operations with another center. 

• Community Service Program (CSP) of the Harris County AFL-CIO is non-profit organization, 

affiliated with a labor union. CSP operates one full-service One-Stop and a satellite center, both in 

Chambers County. 

• Houston Works, a non-profit agency that previously was the PIC for the City of Houston. This 

contractor runs eight full service One-Stops in Houston. In addition, Houston Works operates four 

Youth Opportunity grant centers located in Houston. 

• Interfaith of the Woodlands, a faith-based non-profit organization, operates 11 full service OneStops (five in Houston, two in Galveston County, two in Harris County, and one each in Montgomery 

and Walker Counties) and one satellite center in Austin County. 

• SER is a non-profit agency that targets its services to the Hispanic community. SER operates two 

One-Stops, both in the City of Houston. 

During FY01, the WorkSource had funded a sixth One-Stop Operator to operate five full-service OneStops. The contract was rescinded, however, because of the organization’s lack of financial controls, and 

the One-Stops were reassigned to the remaining five contractors. 

Service Delivery 

One Stop Operator staff have primary responsibility for providing core services in each Career Center. 

TWC staff , funded by Wagner-Peyser, assist with core services; their responsibilities vary depending 

upon the operator and the center. In other centers, other One-Stop partners also assist in providing core 

services, most often staffing reception and the resource room. 

Staff of the One-Stop Operator also provide intensive services in all of the centers. In some cases, the 

contractors have dedicated staff to lead workshops and seminars, and these individuals rotate among the 

One-Stops run by that contractor. For example, staff at Interfaith’s One-Stops includes two specialized 

career consultants who assist customers in determining whether and which types of training would be 

most appropriate for each individual. 
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Dislocated worker services are folded into the One-Stop Operations contracts. In addition, the 

WorkSource has a National Emergency Grant as well as several WIA grants targeting dislocated workers. 

These grants support preliminary health care sector initiative activities, offer skills upgrading for 

incumbent workers in the biotechnology industry, and provide automotive technician training for limited 

English proficiency workers. 

Training 

In Texas, the ETPL is called the Training Provider Certification System (TPCS). The state has developed 

standardized ETPL criteria including certification, eligibility for federal funding, ADA compliance, 

adequate insurance, program offerings in demand occupations, sound financial controls, skills 

certification, and outcome data for students if the training program was offered in the past. Training 

programs must be no longer than two years duration. The ETPL application is available on line. 

Customers who want training do not necessarily have to attend workshops first. They must research 

training programs and providers before applying for an ITA and show documentation of comparing three 

different training providers as part of their ITA application. Houston Works staff noted that they try to 

limit the ITAs to $4,500; ITAs of larger amounts must be approved by staff at the organization’s 

headquarters. Some One-Stop staff encourages customers to pick training programs that include a job 

placement component. Customers applying for ITAs at another One-Stop must complete a 1,000 word 

essay on why they should receive WIA training funds . The essay is reviewed by an in-house scholarship 

committee. The center manager noted that this approach instills pride in participants because they earned 

the training assistance rather than being given it. 

Because training funds are passed through to the One-Stop operators via their contract with The 

WorkSource, each One-Stop operator signs individual contracts with each training provider. Once a 

customer enrolls in a program, the provider sends an enrollment voucher to the headquarters of the OneStop Operator. In Program Year 2001, Gulf Coast customers used a total of 52 training providers. 

The WorkSource has created a process parallel to the ETPL for local providers of basic skills training. 

These providers may offer two categories of service: 1) occupational skills training; and 2) educational 

services. 

Youth 

Youth Services also are folded into the One-Stop Operations contracts, and youth receive most of their 

core services in One-Stop Career Centers. In addition, The WorkSource maintains a separate list of youth 

services providers. The local board signs vendor agreements with these agencies, specifying the type of 
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services they offer and their cost. Currently, about 50 vendors are on the list. Youth who meet WIA 

income eligibility requirements can receive assessment and service planning services from these youth 

services providers. Personal services representatives for youth, employees of the One-Stop Operators, link 

these customers to appropriate providers and resources in the community, and do follow-up. 

Monitoring and Oversight 

The WorkSource has five grant managers who monitor contractors. These managers monitor the OneStop contracts every other month, looking at spending compared to budget, staff turnover, risk 

assessment, and WorkSource funding as percent of revenues. All grants get a more in-depth financial 

audit annually. The contract monitors also visit training providers as part of the ETPL certification 

process and are responsible for conducting on-site surveys for One-Stop certification. 

Monitoring of training providers involves a different process. The online ETPL database includes 

customer satisfaction ratings based on self-reported data. One-Stop operators conduct follow-up phone 

calls with customers to check the accuracy of the self-reports. At some One-Stops, operator staff visit the 

training vendors as well, particularly if One-Stop staff have reported a problem with a trainer. 

TWC uses a client services database called TWIST, which includes WIA, TANF, and FSETP customers. 

The system can be used by case managers, other One-Stop staff, and One-Stop center managers. At the 

time of the site visit, TWIST was accessible via dial-in, but TWC was about to move to a web-based 

version. The system captures information on every One-Stop-related performance measure and can 

generate reports by office and by case manager. 

Summary 

While WorkSource staff referred to the WIB as being very “hands on,” at least one One-Stop center 

manager thought that early on, the board and its staff were not aggressive enough in defining basic criteria 

and providing instruction and guidance to the One-Stop operators. The WorkSource staff noted that 

inconsistency across One-Stop operators and One-Stop centers has been a concern. In response, the board 

staff set up a regional training academy and certification for One-Stop employees. As part of this effort, 

the WorkSource has set standards for One-Stop operations, including guidelines, standard job 

descriptions, and training plans. WIB staff are also becoming more specific about the appearance of OneStops facilities, pushing the One-Stop contractors to move toward a “new car dealership” look, where 

staff approach customers and ask them what they need. 
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ORGANIZATION OF WIA SERVICES IN THE GULF COAST REGION OF TEXAS*

(Houston and 13 Surrounding Counties)

Houston Galveston Area Council

The Worksource**

WIB

WIB Staff

HoustonWorks Interfaith of the

Woodlands ACS SER Community Service

Program of Harris

County AFL-CIO

Local Elected Officials

 * The Gulf Coast region includes Austin, Brazoria, Chambers, Colorado, Fort Bend, Galveston, Harris, Liberty,

Matagorda, Montgomery, Walker, Waller, and Wharton Counties.

 ** The Worksource One-Stop operation contracts combine all WIA formula funds (adult, youth, dislocated worker) with

funds from TANF and other low income employer programs.

*** Midtown One-Stop merged with Downtown One-Stop in September 2002.

8 Comprehensive

 One-Stops .

 Astrodome

 Clearlake

 Downtown

 Gulfgate

 Northline

 Pasadena

 Southwest

 Spring Branch

9 Comprehensive

 One-Stops .

 Greenspoint

 Heights

 Humble

 Katy

 Northwest

 Westpark

2 Comprehensive

 One-Stops .

 Denver Harbor

 Northeast

7 Comprehensive

 One-Stops .

 Alvin

 Liberty

 Northshore

 Bay City

 Lake Jackson

 Rosenberg

 Wharton

 Midtown***

1 Comprehensive

 One-Stop .

Baytown

Winnie Columbus

Sealy Clearlake

KEY:

One-Stop Operator

Comprehensive One-Stop

Satellite Career Center

Westpark

Conroe

Galveston

Huntsville

Texas City

Woodland
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Tarrant County, Texas 

June 18–20, 2002 

Community Context 

Tarrant County covers 863 square miles in north-central Texas. With a population of 1.45 million 

residents, Tarrant County is urban and diverse. Just over half of its residents are white, with 13 percent of 

the population African American, 20 percent Hispanic, four percent Asian, and nine percent other 

ethnicities. Ft. Worth is the county seat. 

Tarrant County, and Ft. Worth in particular, is known for its stockyards, though manufacturing, wholesale 

and retail, and service industries all are significant sources of employment. Major employers include 

Lockheed Martin, American Airlines, Delta Airlines, Bell Helicopter Textron, and the Burlington 

Northern Santa Fe Railroad. The Dallas-Ft. Worth “metroplex” was hard hit by the economic downturn 

after September 11, 2001. Several national airlines have hubs and headquarters in the area; these and their 

suppliers (secondary workers) saw massive layoffs. The unemployment rate at the time of the site visit 

was 6.4 percent. 

One-Stop Implementation 

Texas began moving toward a “one-stop” model of human services as early as 1993. In 1995, HB1863 

combined TANF and JTPA funds at the state level, and TANF and JTPA services at the local level. This 

legislation created local workforce development boards which are responsible for administering these 

programs, as well as Welfare to Work, Food Stamp Employment and Training Program (FSETP), and the 

child care coordinating program. By 1999, the state had fully implemented WIA provisions. 

Given its long history in implementing One-Stops, Texas has had time to develop a number of state 

policies governing their administration. For example, the Texas Administrative Code states that local 

WIBs will not deliver any direct services, discouraging the Texas governor from granting waivers to WIA 

requirements. The code also requires that One-Stop operations contracts be awarded through a 

competitive RFP process. The Texas Workforce Commission (TWC, the state Wagner-Peyser funded 

Employment Service) makes a detailed One-Stop operations manual available online. TWC also has 

created a system of certification for One-Stops which uses a set of 18 basic standards. Career Centers 

must be certified in order to continue operations. 

Under JTPA, the City of Ft. Worth and Tarrant County each constituted a service delivery area (SDA) 

with its own workforce board and employment and training department. The two combined to become the 

Tarrant County Local Workforce Investment Area. A new non-profit organization called Work 
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Advantage provides administrative support to the board. As a result of the merger, Tarrant County’s 

Local Elected Officials were designated as a Workforce Governing Board and given the right to approve 

all workforce board contracts, in addition to appointing local board members. 

The Tarrant County and Ft. Worth Departments of Employment and Training (E&T), now without 

administrative responsibilities, joined to bid on Work Advantage’s first One-Stop Operator RFP. Once its 

bid was accepted, the resulting merger of departments under the County’s jurisdiction was very 

complicated and took three years to accomplish. The resulting Tarrant County department, now called 

The Workforce Network (TWN), is the One-Stop Operator, and this contract represents virtually all of 

TWN’s revenues. The relationship between Work Advantage and TWN is still feeling the effects of 

complications from forming the new local board. Further, TWN has had problems meeting its TANF and 

WIA youth services performance criteria. After September 2001, the Career Centers saw a dramatic 

increase in the number of dislocated workers coming in, which further impacted the provision of services 

to TANF customers. 

Service Delivery 

The Workforce Network (TWN) operates six comprehensive One-Stops, plus one specialty career center. 

Four of the Career Centers are located within the City of Ft. Worth, one is in Arlington, and one in 

Bedford. The specialty center serves dislocated airline workers and is located near the airport. 

The One-Stop Operator contract is a cost-reimbursement agreement, one year in duration with two option 

years. Work Advantage re-competes the One-Stop contract every three years. Work Advantage covers all 

other direct costs in running the Career Centers so that the One-Stop Operator contract is devoted 

primarily to labor costs. Using county employees as front-line services providers is extremely expensive 

because they have long tenures and retained their seniority when the city and county E&T departments 

merged. 

All WIA adult and TANF services are combined at the One-Stops, except for counseling and case 

management. Under a MOU with TWN, TWC (the state’s Wagner-Peyser agency) staff are involved in 

facilitating job search and other workshops in all of the comprehensive One-Stops, and assume other 

duties that vary across the One-Stops. For example, TWC staff serve as the customer's first contact in four 

of the six centers, and staff the resource room in four of the centers. TWN staffs the resource room in 

some One-Stops. At two sites, TWN staff also serve as greeters. Staff from a local nonprofit are starting 

to take over the greeter and orientation functions at six of the One-Stops. Texas divides core services into 

regular core, which are self-service, and “assisted core,” which includes workshops and basic job searches 
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that involve minimal staff assistance. One-Stop staff create case files and conduct follow-up with 

customers who use assisted core services. 

TWN staff provide intensive services, along with eight other providers, including Tarrant County College 

(TCC), Ft Worth Integrated School District (ISD), and two local nonprofit agencies. In addition, Work 

Advantage contracts with over 20 “Innovative Initiative” contractors−community-based nonprofit 

organizations that provide intensive services to individuals with multiple barriers to employment (e.g., 

history of domestic violence, substance abuse, mental health, homeless, lacking basic skills). The 

Innovative Initiative contractors must send customers to a One-Stop for eligibility screening and 

enrollment in either WIA or TANF, and then can be reimbursed by the local board for serving these 

individuals. Contracts include specific performance goals. 

Work Advantage describes its workforce system as being made up of “hub” organizations that provide 

eligibility screening, coordination, and intermediary “peer” management for other contractors. TWN is 

the hub organization for Innovative Initiative contractors, while the Boys & Girls Club of Greater Fort 

Worth is the hub organization for youth contractors. 

Training 

In Texas, the ETPL is called the Training Provider Certification System (TPCS). Criteria for ETPL 

providers include 1) being a Texas certified proprietary training provider or eligible to receive federal 

funds as educational institution, 2) ADA compliant, and 3) adequately insured. Additionally, providers 

must offer a program linked to demand occupations, demonstrate that they have sound financial systems 

and controls, offer skills certification, and have outcome data for students if the training program was 

offered in the past. To be included on the ETPL, training programs must be no longer than two years 

duration. The ETPL application is available online. This state standardization somewhat limits the ability 

of local boards to add training provider selection criteria. 

The maximum ITA amount in Tarrant County is $10,000. Even with this limitation, Work Advantage 

runs out of training funds before the end of the year. WIA has reportedly decreased customer use of 

training from JTPA, since the One-Stops have a strong work-first emphasis. Customers in Tarrant 

County used a total of 28 training providers during Program Year 2001. 

Youth 

Tarrant County’s primary WIA youth services contract includes two components: 1) operating the Youth 

Opportunity Center, a specialty One-Stop center funded strictly with WIA formula funds; and 2) serving 

as the “hub” organization for ten other youth provider contractors. Until Spring 2001,TWN held the 

contract to operate Work Advantage’s youth One-Stop. The contract was re-competed, and Work 
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Advantage awarded the contract to the Boys & Girls Club of Greater Fort Worth (B&G). The Youth 

Advisory Council and the local board approved the contract, but the Workforce Governing Board denied 

it. In November 2001, Work Advantage reissued a RFP for youth services to begin April 2002 and 

extended the TWN’s youth contract for seven months. TWN decided not to bid on the contract. The 

Workforce Development Board and Workforce Governing Board ultimately awarded the contract to the 

Boys & Girls Club. 

The transition in youth contractor from TWN to B&G was difficult. The new Youth Opportunity Center 

operator found problems with policies and program data, which slowed the start-up process. With help of 

board staff, B&G tracked down all former customers. Between April 2002 and June 2002, the Youth 

Opportunity Center had 2,000 visits. 

Ten other youth contractor agencies are dispersed throughout the county, mainly in the highest levels of 

poverty. They include six non-profit organizations, one faith-based organization, and three educational 

agencies. As the “hub” organization for these contractors, B&G determines eligibility for and assesses 

their customers, shares referrals, convenes monthly youth contractor meetings, provides overall case 

management, enters data into the state’s information system, and provides youth follow up. 

 

Monitoring and Oversight 

Work Advantage contracts with two organizations for monitoring services. A-Mac Consulting conducts 

program and financial reviews to ensure that contractors and the WIB are complying with regulations and 

policies, and Collins & Associates conducts risk assessments of each federal program. Both contracts are 

cost-reimbursement, and are of about a year in duration. 

TWC uses a client services database called TWIST, which includes WIA, TANF, and FSETP customers. 

The system can be used by case managers, other One-Stop staff, and One-Stop center managers. At the 

time of the site visit, TWIST was accessible via dial-in, but TWC was about to move to a web-based 

version of the software. The system captures information on every One-Stop related performance 

measure, and can generate reports by office and by case manager. 

Work Advantage funds a local database network that links all of the human services providers in Tarrant 

County, called “The Safety Net.” In addition to all Work Advantage contractors, other service providers 

are encouraged to use the system because it allows sharing of case management data across programs, 

streamlines eligibility determination, and facilitates coordination between programs. Work Advantage 

contracts with a local non-profit to train participating organizations in using the system and to maintain 

the software and server. 
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Summary 

Work Advantage elected to choose a single One-Stop Operator to allow for Board influence on service 

design and consistency across One-Stops. As one Board member pointed out, however, the local board 

put “all its eggs in one basket” by choosing this approach. As the time to issue a new RFP draws nearer, 

the Board is debating whether to adopt another service model. In addition, Work Advantage is attempting 

to address some of the One-Stop implementation problems by developing a set of policies and procedures 

for One-Stop operations to improve consistency across the centers. 

The question of how to combine TANF and WIA services effectively remains. Even though TANF 

outcomes have been below expectations, TWN has performed well on standards related to WIA 

participants, and Work Advantage and its staff received several prestigious awards during the year before 

the site visit. 
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ORGANIZATION OF WIA SERVICES IN TARRANT COUNTY, TEXAS

Workforce Governing

Board

(Local Elected Officials)

Boys & Girls Club

Hub Organization for Other Youth

Service Contractors

Arlington

Career Center

Youth Providers

 Boys & Girls Club

 Cassata Learning Ctr

 CLC

 Job Bank

 Man-Made Mentor.

 Near Northside

Partners Council

 STEP

 TCU

 UCC

“No Wrong Door” Contractors

30 community-based organizations

offer vocational services combined

with a range of support services,

including substance abuse, housing,

domestic violence

Resource

Connection

Westside

Career

Center

Northside

Career

Center

Mid-Cities

Career Center

Eastside

Career

Center

* Texas HB 1863 combined WIA, TANF and Child Care funding. Workforce Boards in Texas administer

all of these programs.

Work Advantage also contracts with 8 short-term prevocational training providers who serve customers

at all 7 adult One-Stops.

HUB organizations compile paratcipant data for other contractors.

Work Advantage*

WIB and WIB Staff

Youth

Opportunity

Center

Alliance

Opportunity

Center

KEY:

Comprehensive One-Stop

Satellite Career Center

Data

Policy and Oversight

The Workforce Network

 One-Stop Operator

 Hub Organization

for “No Wrong Door”

Contractors
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Bay Area, Wisconsin 

Site Visit Date: December 3-5, 2001 

Community Context 

The Bay Area encompasses ten counties in the Northeastern part of Wisconsin and has a population of 

599,791. The Bay Area’s two metropolitan areas, Green Bay and Sheboygan, together provide 60 percent 

of the jobs in the local area. Only seven percent of the population identify as non-white, as compared to 

11 percent in the rest of Wisconsin. However, one County, Menominee, is approximately 87 percent 

Native American and the Bay Area in general has a larger tribal population than the rest of the State. The 

Bay Area poverty rate of eight percent is slightly less than the state average. 

At the time of the site visit, the local area was experiencing a slightly higher unemployment rate than the 

rest of the State (4.5 percent compared to 4.3 percent); however the Bay Area usually stays at or below 

the State average. Manufacturing contributes 27 percent of the jobs in the area, with the largest single 

industry being papermaking. Until 2000, the manufacturing sector of the economy was still growing, 

however layoffs across the area have reversed this trend in the last year. At the time of the site visit, the 

Bay Area economy was influenced by the slowing national economy and the normal seasonal slowdown 

during the winter months. 

One-Stop Implementation 

The local board was created in 1999 in response to the repeal of the JTPA and the enactment of the WIA. 

At that time, Wisconsin consolidated its 17 Service Delivery Areas (SDAs) into eleven local One-Stop 

areas. This consolidation had a direct impact on the Bay Area, requiring the area’s two SDAs to merge. 

The two PICs within the former SDAs had operated very differently under JTPA: the Northeastern PIC 

(NEPIC) had contracted out for all program services, while the Lake Michigan PIC (LMPIC) had 

operated almost all programs itself. In the end, as the local areas merged, the two PIC organizations did 

not, and instead remained separate entities. The Bay Area board was built on the NEPIC corporate 

structure, and LMPIC maintained an independent organizational identity and became a WIA program 

provider. 

Job Centers had been building “from the bottom up” for a number of years prior to the enactment of WIA. 

Wisconsin received a federal One-Stop Implementation Grant in 1994. Much of the grant money was 

used to develop the infrastructure required for the co-location and coordination of program services. The 

development of local One-Stops was driven from the county level, as partner programs worked to set up 

collaborative systems. As a result, structure and approach differ from center to center, and each center’s 

managers and staff have a genuine sense of ownership of the system they have created. 
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Local System Structure 

With the full implementation of WIA in July 2000, the local board designated 11 Management Teams, or 

consortia, to operate the Bay Area’s One-Stops. Management Teams are composed of three or more 

WIA-mandated partners. Eleven One-Stops operate in the ten-county Bay Area, one in each county in 

addition to the Oneida Tribal Center for Self-Sufficiency, a job center that receives WIA Tribal funding 

directly from DOL. 

The 11 Job Center Management Teams are very different; each reflects its local environment and history 

of development. For example, consortium partners in the Marinette County Job Center include ES, Job 

Corps, Vocational Rehabilitation, the County Human Services Department, Goodwill, two regional nonprofits, a state technical college, and two regional Cooperative Education Services Agencies. Consortium 

partners in Shawano County include ES, Vocational Rehabilitation, the county Departments of Human 

Services and Economic Support, a regional non-profit, a state technical college, and a school-to-work 

program. Two of the One-Stop operator consortia have incorporated as 501(c)(3) entities. Some job 

centers are very integrated and collaborative in their approach to service delivery, while others are still 

relatively segmented by agency and program. 

WIA Adult and Dislocated Worker funds, as well as some state TANF funds under the direct control of 

the local board (called Workforce Attachment and Advancement [WAA] funds), are allocated to the 

Management Teams in each One-Stop. Each Management Team is responsible for designating a fiscal 

agent and determining the agencies that will provide the WIA and WAA services at the One-Stop center. 

This arrangement promotes local control and allows maximum integration of program funding streams at 

the local level. Management Teams submit proposals to the local board every two years and the local 

board monitors the contracts with yearly site visits, quarterly performance reviews and regular contractor 

meetings. 

Service Delivery 

The Management Teams, not the local board, select the providers of core and intensive services, and in 

most Bay Area locations, the providers are also members of the Management Team. Across the centers, 

Employment Service (ES) is the primary provider of core services, if not with front-end staff, then as an 

electronic presence, providing computer terminals that facilitate job-matching services. Where ES does 

not provide staff, the One-Stop intensive service provider often supports the staff-assisted core services. 

The nonprofit organizations that provide intensive services in the One-Stops include Forward Service 

Corporation and NEWCAP, Inc., two longstanding social service CBOs in the area; Great Lakes Training 

and Development Corporation, the former LMPIC; Shawano County Job Center, Inc., one of the local 

area’s incorporated Management Teams; and the Women’s Employment Project. Northeast Wisconsin 
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Technical College, the local community college; Menominee County Department of Health and Human 

Services; Employment Service; Oneida Tribe of Indians and Menominee Tribe of Indians (both tribal 

entities) also provide WIA intensive services in Bay Area. 

Training 

The Bay Area’s local board has fully implemented an ITA training system. Many of the same providers 

used under JTPA also participate under the new system. Most training participants utilize the courses 

offered through local, state-affiliated technical colleges. Extensive course offerings, credit and transfer 

flexibility, and strong results from these institutions make them attractive options for jobseekers requiring 

training. In the short term, customers can spend up to $1,500 on training services; the longer-term limit is 

$5,000. In Program Year 2001, Bay Area customers used a total of 23 different training providers. 

Study respondents report that one difficulty with the training provider system is that some relatively new 

and for-profit providers do not follow up with program graduates, and so staff foresee that, when 

eligibility is renewed after two years, some providers may be excluded. Another difficulty is with the state 

data system, which is not yet fully functional and so is not yielding performance data. 

Youth 

The local board uses a competitive bidding process to award WIA youth program funds, and the 

contracted agencies provide WIA youth services throughout the ten-county area. At the time of the site 

visit, eight organizations were providing youth services in the Bay Area. Three nonprofit organizations 

were providing in-school youth services, one Job Center and one nonprofit were providing out-of-school 

services, and two CBOs and one Job Center were providing services to both youth populations. 

Monitoring and Oversight 

Local board staff review One-Stop operating budgets, make sure operators adhere to administrative 

spending limits, provide technical assistance to the fiscal contact for each center, and monitor compliance 

with guidelines. Local board staff also conduct site visits to the centers and youth contractors to monitor 

performance, timeliness of service, and other aspects of performance that affect the providers’ ability to 

meet customer needs. The One-Stop operator Management Teams are entities responsible for 

performance measures related to core and intensive services providers, since they hold the contracts with 

the local board. 

Summary 

The eleven Job Centers have very individual management styles and combine funding from multiple 

sources. Overall, the centers are performing very well; they have built collaborative structures since the 

mid 1990s. The Workforce Development Board and its staff appear to have focused their efforts on 
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Profiles of Study Sites 

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contract administration and supportive technical assistance; they give One-Stop operators autonomy to 

manage the program as they see fit, as long as they fulfill the overall goals of the contracts. 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

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A-75

Youth Providers*

In-School Providers:

 YWCA

 CESA 7

 Forward Service,

Corporation

 Great Lakes Training and

Development Corporation

 Goodwill Industries, Inc.

 Door County Job Center

Out-of-School Providers:

 Forward Service,

Corporation

 Great Lakes Training and

Development Corporation

 Northwest Wisconsin

Community Action

Programs

 Oncon County Job Center

 Door County Job Center

ORGANIZATION OF WIA SERVICES IN BAY AREA, WISCONSIN*

Bay Area Workforce

Development Board U.S. Department

of Labor

Brown

Eight member

management team

 Job Service

 Northeast Wisconsin

Technical College

 NEWCAP, Inc.

Door

Seven member

management team

 Women’s

Employment

Project

Kewaunee

Eight member

management team

 Forward Service

Corporation

Menominee

Four member

management team

 HHS

 Menominee Tribe

(tribal WIA)

Oconto

Seven member

management team

 NEWCAP

 Forward Service

Corporation

Shawano

 501(c)(3)

Six member

management team

 Shawano Job

Center

 Job Service

Marinette

 501(c)(3)

Ten member

management team

 Job Service

Sheboygan

Five member

management team

 Great Lakes Training

and Development

Corporation

(GLTDC)

Manitowoc

Six member

management team

 Great Lakes Training

and Development

Corporation

(GLTDC)

Florence

Nine member

management team

 Forward Service

Corporation

Oneida

Tribe

 * The region encompasses ten counties. Each career center

is named after the county in which it is located.

KEY:

One-Stop Career Centers (Each center is managed by a 4-10 member

management team. Please see Appendix X for a complete listing of

management teams)

Comprehensive One-Stop

Satellite Career Center

 WIA Intensive Service Provider
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

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Milwaukee County, Wisconsin 

Site Visit Date: March 11-13, 2002 

Community Context 

The Milwaukee metropolitan area represents the center of the Wisconsin’s economy, and is home to a 

disproportionately large segment of the state’s population (18 percent) and labor force (16 percent). 

Milwaukee County has 940,164 residents. The county is also significantly more diverse than the rest of 

the state, with approximately 34 percent of its population identifying as non-white as compared to 

approximately 11 percent in the rest of the state. Twenty-five percent of Milwaukee’s population is 

African American and nine percent is Latino. County poverty rates are also higher than the rest of the 

state, with approximately 17 percent of the population living below the poverty rate as opposed to nine 

percent elsewhere in Wisconsin. 

While manufacturing has traditionally been the mainstay of the Milwaukee economy, service sector 

employment is now the dominant industry, accounting for approximately 40 percent of the total regional 

employment. Health, business, and educational services are the most prominent within this sector. At the 

time of the site visit, the local unemployment rate was 6.3 percent, 0.4 percent below the statewide level. 

Although the unemployment rate has increased significantly over the last year, as it has in all sites visited 

for this study, the area saw encouraging employment growth in both the manufacturing and services 

industries in the month prior to the site visit. 

One-Stop Implementation 

Local development of centralized job centers began in Wisconsin in 1987.8

 DOL’s One-Stop 

implementation grant, awarded in 1994, was used to expand and accelerate the state’s existing efforts to 

consolidate workforce development programs. At approximately the same time, Wisconsin established 

itself as a leader in welfare reform, and the state was able to leverage welfare dollars to aid in the 

development of job centers. Indeed, prior to WIA, Wisconsin Works (or W2, the state’s TANF program) 

providers were the designated operators of full-service employment and supportive service centers in 

Milwaukee County. At the time of WIA implementation, these W2 providers were transitioned or 

“grandfathered” in as One-Stop operators in this local area. 

Local System Structure 

The Milwaukee PIC oversees the operation of seven comprehensive One-Stops and two specialty centers. 

The comprehensive One-Stop operators are local affiliates of the Young Women’s Christian Association 

 

8 State of Wisconsin: One-Stop Profile, Social Policy Research Associates, Inc., March 1996. 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

Revised Final Report: June 2003 

Profiles of Study Sites

A-77

(YWCA), United Migrant Opportunity Service (UMOS, a local affiliate of the National Council of La 

Raza), Opportunities Industrialization Centers of America (OIC), and Maximus, a national for-profit 

company. In addition to their role as W2 providers, these entities operate One-Stop centers under MOU 

agreements with the local board. One-Stop operators receive no WIA funding for operating purposes. 

Dislocated workers in Milwaukee County are served exclusively through the HIRE Center, a specialty 

center originally established in 1986 by the local AFL-CIO, the United Way, the Milwaukee County 

Technical College, the state Job Service program, and the Milwaukee PIC. The other specialty center 

operated in the local area is the Milwaukee Career Center (MCC), which provides employment and 

training services for youth. 

Service Delivery 

The local board contracts out the delivery of intensive Adult WIA services at the comprehensive OneStop locations to three community-based organizations (two of which are also the One-Stop operators). 

These competitive contracts are procured yearly, and are pay-for-performance. Providers are reimbursed 

50 percent when customers enter employment, and 50 percent when the customers have retained 

employment for 30 days with a wage of at least $8 an hour. The State Employment Service provides core 

services at these seven locations. 

WIA core and intensive services for dislocated workers, as well as state Rapid Response activities, also 

are available through the HIRE center. The PIC operates the HIRE center under a waiver from the 

Governor, and acts as the fiscal agent for the HIRE consortium of providers. Subcontracts with the partner 

agencies to provide core and intensive services are on a cost reimbursement basis. 

The Milwaukee PIC also holds a contract to provide WIA services with the Wisconsin Correctional 

Service (WCS), a statewide nonprofit that specializes in providing a range of services to individuals who 

are incarcerated. At the Milwaukee County House of Corrections, WCS provides core, intensive and 

training services to clients transitioning out of the criminal justice system. WCS has been working within 

the workforce development system since the early 1980s and the local board has made services to 

incarcerated jobseekers a focus of WIA services. WCS provides these services through a performancebased contract. 

Training 

Milwaukee has one customized training program that provides bilingual training for entry-level childcare 

positions. In addition, the local board has a contract with the neighboring board, the Washington, 

Ozaukee, and Waukesha County (WOW) PIC, to provide job placement and development services to 

Milwaukee WIA adult customers. These services are targeted towards Milwaukee residents that seek 

employment in the counties adjacent to Milwaukee County. 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

Revised Final Report: June 2003 

Profiles of Study Sites 

A-78 

Milwaukee has instituted a performance-based ITA voucher system and vendor payment policy. Training 

providers are paid ten percent of their costs upon training enrollment, 40 percent upon successful 

completion of the training, and the final 50 percent when the customer has retained employment for 30 

days, within 60 days of training completion, at a wage of $8 or more per hour. A few months prior to the 

study’s site visit, the PIC refined this policy to allow for a “preferred payment policy” that authorizes the 

full voucher payment upon enrollment to providers or programs that demonstrate exemplary performance. 

In Program Year 2001, 55 different training institutions received ITAs to serve WIA customers. 

Youth 

Under JTPA, the local board was the provider of all youth services. Under WIA, the local board has an 

agreement to continue working with youth. PIC staff serve as case managers for both in- and out- of 

school youth participants. The local board conducts a competitive RFP process, however, to secure 

employment and skills enhancement opportunities for youth through summer internships. Organizations 

chosen through this process are eligible to utilize WIA-funded internships, however they do not receive 

any direct WIA funds. Almost 30 not-for profit, education, and for-profit agencies are selected through 

this procurement. The local board also selects agencies to be listed as eligible providers of support 

services for WIA youth participants. 

The PIC also operates the Milwaukee Career Center (MCC), a youth-focused specialty One-Stop. Housed 

in the same facility that supports Milwaukee’s Youth Opportunity Grant, called REACH Milwaukee, 

MCC provides a variety of career services including educational assessment, tutoring, and resume 

writing. There are no eligibility requirements for MCC use. Of the 20 PIC case managers focused on the 

WIA youth population, one is housed in each of the 15 local public high schools. The remaining case 

managers are located at MCC and serve out-of-school youth. 

Monitoring and Oversight 

The local board monitors intensive service providers yearly with a site visit consisting of staff interviews, 

client interviews, fiscal and file review. The PIC’s adult services personnel also perform monthly analysis 

of customer data and hold monthly meetings with WIA case managers (intensive service providers) to 

give information updates and address problems and concerns. One-Stop operators do not undergo regular 

review. 

Respondents reported that monitoring of training providers somewhat problematic. They stated that since 

the state is responsible for the ETPL, the state should monitor the quality of listed service providers. The 

local board does investigate when complaints about specific providers surface, however. 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

Revised Final Report: June 2003 

Profiles of Study Sites

A-79

Summary 

The workforce development system in Milwaukee County has evolved from early innovation in the state 

welfare system, services for dislocated workers, and specialty services to targeted populations of 

jobseekers. Milwaukee distinguishes itself among the study sites in several ways. First, the workforce 

development system has a unique relationship with W2 providers. Second, the local board has build its 

intensive, youth, dislocated worker, and training services on specific standards for performance, as 

evidenced by its performance-based contracts and ITA system. Finally, the Milwaukee PIC has developed 

close relationships with the intermediaries it uses to deliver services to youth and dislocated workers 

through specialty centers. 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

Revised Final Report: June 2003 

Profiles of Study Sites 

A-80 

KEY:

One-Stop Operator Satellite Specialty Center

One Stop Career Center Intensive services are provided at the

Milwaukee Center House of Corrections by

Wisconsin Correctional Services

Intensive Service Provider

ORGANIZATION OF WIA SERVICES IN MILWAUKEE, WISCONSIN

PIC of Milwaukee County, Inc.*

WIB and WIB Staff

HIRE Center

AFL-CIO*

MATC*

United Way*

Milwaukee Career

Center

WCS

YWCA

YW Works North

MAXIMUS

West Allis

UMOS*

UMOS

Northwest South

OIC

Teutonia

Curative*

Sullivan

Curative*

 * Wisconsin’s Governor granted waivers allowing the PIC to operate the

dislocated worker and youth specialty centers.
Appendix B 

Hypotheses and Research Questions 
Appendix B: 

Hypotheses and Research Questions

Hypothesis #1: A variety of types of intermediaries are being used nationwide (for- and nonprofit/public, national/regional/local, long histories of serving clients in workforce 

development programs/short or no history). 

Which intermediaries provide services in the local area? Do these organizations provide 

services to other local areas in the state? Do these organizations provide services to other 

local areas in other states? 

How many are non-profit organizations, for-profit companies, local educational agencies, 

other public sector or quasi-governmental entities? If one type is more represented, what 

are some possible reasons for this? Are these intermediaries better suited to provide 

employment and training services? Are these intermediaries better suited to provide 

services in the local area? 

How many are national or regional in scope (i.e., local affiliates), regional, or 

neighborhood-specific? If one type is more represented, what are some possible reasons 

for this? Are these intermediaries better suited to provide employment and training 

services? Are these intermediaries better suited to provide services in the local area? 

How many represent (or emphasize, or were established primarily to serve) a specified 

target group (ethnic minority, disability, ex-offenders, homeless, disadvantaged youth, 

welfare recipients, immigrant/refugee group, etc.)? If one type is more represented, what 

are some possible reasons for this? Are these intermediaries better suited to provide 

employment and training services? Are these intermediaries better suited to provide 

services in the local area? 

How broad or specific is the scope of services (mission) of the overall organization 

(primarily employment services, education, supportive services, program 

management/administrative services, vocational training, job matching/brokering, 

placement assistance, job readiness training, advocacy, school-to-work, housing 

assistance, counseling, comprehensive services)? 

Do current intermediaries have a history of providing employment-related services in 

general and in serving the local workforce development area? If so, how long have they 

been working with the workforce development system? 

Have the numbers or types of intermediaries used in the area changed since WIA 

implementation? If so, what do respondents attribute the change to? 

For how many does their role as intermediary represent a shift or significant expansion in 

their traditional scope of services? 

What do respondents perceive as the advantages and disadvantages of using particular 

types of intermediaries? 
B-2 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

 Hypotheses and Research Questions

Hypothesis #2: Different types of intermediaries can be expected to provide different services 

and to have different strengths and weaknesses. 

What type of workforce development services are intermediaries providing? Do the 

characteristics of a particular intermediary (e.g., for-profit vs. public) predict the type of 

service it provides (e.g., core, intensive, training)? 

How many are charged with overall operation of the One-Stop center? What are the 

names and characteristics (type of organization, size, target population) of this 

agency(ies) have? What are the responsibilities of the One-Stop operator? Does the OneStop operator deliver any employment-related services to customers? 

How many intermediaries are providing core, intensive, and training services? What 

types of organizations provide the different types of services? How does the type of 

service being provided by an intermediary affect its relationship to the workforce 

development system regarding funding, performance measurement, and eligibility?

What is the pre-existing history of using intermediaries in different roles? To what extent 

is the current system a departure from or continuation of roles established under JTPA 

(with respect to overall structure, intermediary roles, selection process, and actual 

organizations serving as intermediaries)? 

Does the quality of services depend on certain organizational characteristics? If so, 

which ones? 

Who is responsible for screening clients for services? If an intermediary has this 

responsibility, are there any safeguards against “creaming?” 

What overall changes in the use of intermediaries and their roles are being considered, or 

are deemed desirable, and for what reasons? 

Hypothesis # 3: The selection of a One-Stop operator (either competitive or non-competitive) 

will affect the management and coordination of One-Stop services. Intermediary service 

delivery will vary depending on who is operating the One-Stop (i.e., a consortium of agencies 

or one agency). 

How did the WIB select the One-Stop operator(s) (i.e., through a competitive or noncompetitive process)? What is the history of the operator(s) within the workforce 

development system? 

Do respondents believe the operator(s) were selected fairly? 

Is the current selection process the same as the selection process used under JTPA? If the 

process is different, how exactly has it changed? Has the system been changed for the 

better or worse? Why? 

Did the selection process affect the subsequent management and coordination of OneStop services? 

What are the costs and benefits associated with having one agency responsible for 

operating the One-Stop? 
Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA B-3

Revised Final Report, June 2003 

Hypotheses and Research Questions 

 

What are the costs and benefits associated with having a consortium of agencies 

responsible for operating the One-Stop? 

Is service delivery affected by the operation style (single agency or multiple agency) of 

the One-Stop? If so, how? 

What are the primary methods of communication among the WIB, One-Stop operator(s), 

and intermediaries?

How do intermediaries interact with the One-Stop? How do they initiate relationships 

with the One-Stop? What is involved in the initial stages of the relationship? What is the 

day-to-day contact between the One-Stop and the intermediary? How are these 

relationships characterized? What factors affect these relationships? 

What are the dynamics of service provision and the One-Stop? 

What role do intermediaries play in overall planning and goal setting in the local area? 

How do they interact with (provide input to) the WIB, local elected officials, planners, 

and others with system-wide responsibilities?

Are there recommendations for collaboration between these entities?

Do respondents have the same understanding of the lines of responsibility and 

communication within the local workforce development area? Do they believe 

communication is adequate and results in greater coordination? 

How well is this system operating? 

Hypothesis # 4: Local WIBs use a variety of mechanisms for selecting and contracting with 

intermediaries. 

How do WIBs select service provider intermediaries? How many have pre-existing 

relationships under JTPA? How many are the only available providers of the service(s) in 

question? 

How was the current contracting structure or system for engaging intermediaries 

determined (scope of services, selection of contractors, accountability, reimbursement, 

etc.)? Was there a definable deliberation or decision process, or did the system simply 

evolve? If deliberate, who was involved in the process? What was changed from preexisting structures? What factors or lessons from prior experience were considered? 

Are training providers funded under the ITA system or through contracts? How well 

established is this system? How long has it been operational? 

Who or what determines the payment structure used? 

What do respondents perceive as the advantages and disadvantages of using contracts to 

provide training? 

Has the institution of the ITA system affected the use of intermediaries? If so, in what 

way? 
B-4 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

 Hypotheses and Research Questions

What do respondents perceive as the advantages and disadvantages of using ITAs? What 

recommendations, if any, are there for improving the operation of the ITA system? 

Do ITAs increase customer choice? Do stakeholders, including customers, perceive 

ITAs as promoting customer choice? 

How has the ITA system changed the way customers access services under WIA? Is the 

ITA system an improvement over service provision under JTPA? 

What happens to the continuity of services when intermediaries change? Are services 

disrupted? How does the One-Stop deal with these situations? 

How effective are intermediaries at providing employment and training services? 

Hypothesis #5: The use of intermediaries has increased under WIA due to the prohibition 

against WIBs providing services or operating the area’s One-Stop without a waiver. 

Did the local WIB seek a waiver to operate the local One-Stop? If so, why? Was the 

waiver granted? 

Who operates the local One-Stop? Did this entity operate the One-Stop prior to the 

passage of the WIA legislation? 

Has the prohibition against WIBs providing services increased the use of intermediaries 

in the local area? What evidence is there that the prohibition has or has not had an affect? 

Has the prohibition against WIBs operating the One-Stop without a waiver increased the 

use of intermediaries in the local area? What evidence is there that the prohibition has or 

has not had an affect? 

Hypothesis # 6: The use of intermediaries has changed as the workforce development system 

has transitioned from JTPA to WIA. 

Who serves on the WIB? Were these members previously involved in the PIC? How has 

the WIB membership changed under WIA? 

What are the primary WIB functions? Have these functions changed as a result of WIA? 

How has the WIB approached the changes presented by WIA legislation? 

Did the local areas engage in any WIA-like reforms prior to 1998? If so, how did this 

affect transition to the WIA legislation? How did it affect the use of intermediaries? 

Has the WIB focused on any particular aspect of WIA implementation? 

What plan, if any, does the WIB have for further implementation? How will this affect 

the use of intermediaries in the future? 

Has the nature of the relationship between the WIB and intermediaries changed under 

WIA? If so, in what ways? 

Have funding levels and sources changed under WIA? Has this affected the use of 

intermediaries? 
Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA B-5

Revised Final Report, June 2003 

Hypotheses and Research Questions 

 

Have customer populations and/or needs changed since the institution of WIA? How has 

this affected the use of intermediaries? 

Has the number of intermediaries changed since the passage of WIA? What accounts for 

this change? How has this change affected the work of the WIB? Service delivery to 

customers? Staffing issues? 

Have changes under WIA, whether they be in terms of One-Stop operators, service 

providers, funding levels, data requirements, customer needs, or available intermediaries 

disrupted the delivery of services to customers? If so, in what ways? 

Has WIA introduced more privatization into the workforce development system? What 

are the strengths and weaknesses of privatization? 

Has competition among intermediaries changed under WIA? How so? 

Is there true competition between intermediaries? Are some intermediaries monopolists? 

Do certain organizational characteristics affect an intermediaries’ competitive edge? (e.g. 

Do large organizations have an advantage over smaller organizations? Do wellestablished (those with long histories of collaboration with the workforce development 

system or that have been in existence for many years) organizations have an advantage 

over newer, less experienced organizations?) 

What are the benefits of competition among intermediary service providers? 

What are the costs of competition among intermediary service providers? 

Hypothesis #7: When a local area has clear lines of responsibility and communication between 

the One-Stop operator(s) and intermediaries, the system’s stakeholders will perceive it to be 

more coordinated.

What agency or agencies operate the local One-Stop?

What entity or entities manage the overall operations of the One-Stop?

How are partner organizations’ services coordinated? 

What mechanisms exist to coordinate services in the One-Stop? Are these mechanisms 

effective? 

How are intermediaries monitored, overseen? To whom are they accountable and what is 

the mechanism? How do past relationships among intermediaries affect the type and 

level of monitoring engaged in? 

Do respondents believe the current monitoring system is adequate? If not, what are the 

problem areas? 

What eligibility standards has the state set for intermediaries? Are all intermediaries held 

to the same standards? If not, why? What factors determine the varied standards?

What performance standards has the state set for intermediaries? Are all intermediaries 

held to the same standards? If not, why? What factors determine the varied standards?
B-6 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

 Hypotheses and Research Questions

How do respondents believe these standards affect the number and type of intermediaries 

involved in the local workforce development system?

What are the primary methods of communication among the WIB, One-Stop operator(s), 

and intermediaries?

Do respondents have the same understanding of the lines of responsibility and 

communication within the local workforce development area? Do they believe 

communication is adequate and results in greater coordination? 

Hypothesis # 8: One-Stops and intermediaries, particularly those that provide training, have 

had to create or revise their data systems, including ways of transferring information, in order 

to meet data collection requirements under WIA. Additionally, data requirements may affect 

which intermediaries are willing or able to participate in the ITA system. 

What type of data systems are One-Stops using for client-level data? For administrative 

(e.g., funding) data? Are these systems operational? 

Do One-Stop operators perceive their internal data systems as efficient and user-friendly? 

Have staff received appropriate training on the use of the data system? 

What type of data systems are intermediaries using for client-level data that is mandated 

by WIA? Are these systems operational? 

How do intermediaries transfer data to the One-Stop or other required entity? 

Do intermediaries perceive their internal data systems and the transfer methods as 

efficient and user-friendly? 

Have intermediary staff received appropriate training on the use of their data systems and 

the transfer methods? 

Do respondents believe that the data requirements are affecting the number or type of 

intermediaries participating in the local workforce development system? If so, how are 

data requirements affecting the involvement of intermediaries? 

Do data requirements differ among intermediaries? If so, what factors influence the data 

requirements of particular intermediary organizations? 

Have the state and local area developed ETP lists based on performance information? 

Do customers access this list when choosing a training provider? Does the information 

affect customer choice? How useful is this information to customers? 

Has the ETP list encouraged or discouraged participation by intermediaries? 

What recommendations, if any, do local areas have for facilitating intermediary data 

collection or transfer methods? 

What recommendations, if any, do intermediary organizations have for facilitating their 

data collection or transfer methods? 
Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA B-7

Revised Final Report, June 2003 

Hypotheses and Research Questions 

 

Hypothesis # 9: Client flow issues, specifically inconsistent or extreme fluctuation in referrals, 

will play a significant role in determining the willingness of intermediaries to participate (and 

continue participation) in the workforce development system. 

How many referrals are made to each provider each month? Are these referrals more or 

less than those made under JTPA? 

Do certain types of intermediaries, with certain types of characteristics (new or old, large 

or small, for- or non-profit, local, religious, community, national organization, etc.) 

receive more or less referrals? If so, why? 

Are the numbers of referrals consistent or do they fluctuate? Do the fluctuations follow 

particular trends associated with the program year? 

What factors influence the number of referrals? 

Does the funding structure used affect the number of referrals? 

Have the number of training referrals increased or decreased under WIA? 

Does customer preference affect the use of intermediaries? Are there clear customer 

preferences in the local area? If so, what are they? Why do they exist? 

Has the number of referrals affected intermediaries’ participation/collaboration with the 

workforce development system? 

How much turnover is there (has there been) among intermediaries? 
Appendix C 

Summary Tables: 

Intermediaries Providing WIA Components in Each Site, 

by Type of Organization 

Table C5.1: Comprehensive One-Stop Operators by Type

Table C6.1: Core Services: Type of Service Provider with Primary 

Responsibility in Each Site’s Comprehensive One-Stops 

Table C6.2: Core Services: Type of Organization with Primary Responsibility in 

Each Site’s Comprehensive One-Stops 

Table C7.1: Intensive Services: Type of Service Provider with Primary 

Responsibility in Each Site’s Comprehensive One-Stops 

Table C7.2: Intensive Services: Total Number of Service Providers Used in 

Local Area by Type of Organization 

Table C7.3: Dislocated Worker Services: Type of Organization Used in Local 

Areas 

Table C7.4: Dislocated Worker Services: Type of Service Providers Used in 

Comprehensive One-Stops in Each Local Area 

Table C8.1: Training Services: Providers Used by Study Site, by Type 

Table C8.2: Training Services: Number of Educational Training Providers Used 

by Study Sites 

Table C8.3: Training Services: Total ITAs by Study Site and by Type of Provider 

Table C9.1: Youth Services: Type of Provider by Study Site 

Table C9.2 Youth Services: Detail on Educational Youth Providers Used by 

Study Sites 

Table C10.1: Brokers and Consultants: Type of Service Provider Used in Each 

Study Site 
Appendix C: 

Summary Tables: Intermediaries Providing WIA 

Components in Each Site, by Type of Organization 

Table C5.1 

Comprehensive One-Stop Operators by Typea 

(July 1, 2001 through June 30, 2002)

FL MA NV NJ OR PA TX WI 

Type of Provider 

Hillsborough County 

 Pinellas County  Bostonb

 Hampden County  Northern Nevada 

Southern Nevada 

 Essex County  Passaic County  Lane County 

Region 2 

 Northwest PA  Three Rivers  Gulf Coast  Tarrant County  Bay Area  Milwaukee County 

TOTAL Operators by Type 

Non-Profit 1(4) 2(2) 2(2) 1(2) 2(2) 4(22) 3(6) 15(40) 

For-Profit 1(7) 1(1) 2(8) 

Government 

Agency 1(1) 1(1) 1(6) 3(8) 

Educational 1(3) 3(5) 4(8) 

Consortium 1(1) 1(1) 1(5) 1(2) 10(10) 14(19) 

Local Board 1(1) 1(1) 

TOTAL 

Comprehensive 

One-Stop 

Operators 

1 1 3 2 1 1 1 1 1 5 1 1 5 1 10 4 39 

TOTAL 

Comprehensive 

One-Stops 

4 3 3 2 1 1 1 2 1 7 5 2 29 6 10 7 84 

a Numbers in parenthesis indicate number of One-Stops operated by intermediary, if more than one center. 

b While Boston’s local board does not use consortia as One-Stop operators, it does use collaboratives, which are similar in structure and function to 

consortia but include as partners entities that are not necessarily mandated partners, such as community-based nonprofit organizations or for-profit 

companies. Operators in this site are represented above as single operators, based on the affiliation of the lead organizations. 
C-2 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

 Summary Tables: Intermediaries Providing WIA Components in Each Site, by Type of Organization

 

Table C6.1 

Core Services: Type of Service Provider with Primary Responsibility 

in Each Site’s Comprehensive One-Stops 

(July 1, 2001 through June 30, 2002)

FL MA NV NJ OR PA TX WI 

Type of 

Service Provider 

Hillsborough County 

 Pinellas County  Boston  Hampden County  Northern Nevada 

 Southern Nevada 

 Essex County  Passaic County  Lane County 

Region 2 

 Northwest PA  Three Rivers* Gulf Coast  Tarrant County  Bay Area  Milwaukee County 

TOTAL Ctrs by Type 

One-Stop 

Operator 3 2 2 1 29 2 39 

Employment 

Service 4 1 1 1 4 5 7 23 

Other Partner 4 4 

Shared 3 1 7 5 1 1 18 

TOTAL 

Comprehensive 

Centers by Site 

4 3 3 2 1 1 1 2 1 7 5 2 29 6 10 7 84 

* In one Three Rivers One-Stop, ES shares management of core services equally with a nonprofit. In the local area’s other One-Stop, 

consortium partners share responsibility for core services.
Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA C-3 

Revised Final Report, June 2003 

Summary Tables: Intermediaries Providing WIA Components in Each Site, by Type of Organization

 

Table C6.2 

Core Services: Type of Organization with Primary Responsibility 

in Each Site’s Comprehensive One-Stops

(July 1, 2001 through June 30, 2002)

FL MA NV NJ OR PA TX WI 

Type of 

Organization 

Hil Hillsborough County 

 Pinellas County  Boston  Hampden County  Northern Nevada 

 Southern Nevada 

 Essex County  Passaic County  Lane County 

Region 2 

 Northwest PA  Three Rivers* Gulf Coast  Tarrant County  Bay Area  Milwaukee County 

TOTAL Ctrs by Type 

Nonprofit 2 2 2 5^ 22 5 35.5 

For-Profit 5^ 7 9.5 

Employment 

Service 4 1 1 1 1 1 7 1* 4 5 7 33 

Other 

Government 1* 2 3 

Educational 3 3 

TOTAL 

Comprehensive 

Centers by Site 

4 3 3 2 1 1 1 2 1 7 5 2 29 6 10 7 84 

* In one Three Rivers One-Stop, ES shares management of core services with a nonprofit. In the local area’s other One-Stop, consortium 

partners share responsibility for core services. 

^ Primary responsibility for core services is shared equally by a nonprofit and a for-profit in each of the local area’s five One-Stops. The count 

of centers is split between these two types of organizations in the table above.
C-4 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

 Summary Tables: Intermediaries Providing WIA Components in Each Site, by Type of Organization

 

Table C7.1 

Intensive Services: Type of Service Provider with Primary Responsibility 

in Each Site’s Comprehensive One-Stops 

(July 1, 2001 through June 30, 2002)

FL MA NV NJ OR PA TX WI 

Type of Service 

Provider 

Hillsborough County 

 Pinellas County  Boston  Hampden County  Northern Nevada 

 Southern Nevada 

 Essex County  Passaic County  Lane County 

Region 2 

 Northwest PA  Three Rivers  Gulf Coast  Tarrant County  Bay Area  Milwaukee County 

TOTAL Ctrs by Type 

Nonprofit 2 1a 1b 2 1 2 5c 2 22 6 7 49 

For-Profit 1a 1b 5c 7 13 

Employment 

Service 1 3c 4 

Other Government 4 2 1 6 1 14 

Educational 3 5 8 

TOTAL 

Comprehensive 

Centers by Site 

4 3 3 2 1 1 1 2 1 7 5 2 29 6 10 7 84 

a Northern Nevada’s local board contracts with four nonprofits and one for-profit to provide intensive services.

b The Southern Nevada operator consortium members with primary responsibility for intensive services include both nonprofit and for-profit 

organizations. 

c

Two One-Stop consortium partners (one nonprofit and one for-profit) are responsibility for provision of intensive services in Northwest PA. d Intensive services in one Bay Area One-Stop are provided by three organizations (ES, a nonprofit, and an educational institution), while 

another Bay Area site uses both ES and a nonprofit.
Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA C-5 

Revised Final Report, June 2003 

Summary Tables: Intermediaries Providing WIA Components in Each Site, by Type of Organization

 

Table C7.2 

Intensive Services: Total Number of Service Providers Used 

in Local Area by Type of Organization 

(July 1, 2001 through June 30, 2002) 

FL MA NV NJ OR PA TX WI 

Providers 

Hillsborough County 

 Pinellas County  Boston  Hampden County  Northern Nevada 

 Southern Nevada 

 Essex County  Passaic County  Lane County 

Region 2 

 Northwest PA  Three Rivers  Gulf Coast  Tarrant County  Bay Area  Milwaukee County 

TOTAL Providers by Type 

Nonprofit 2 2 4 5 1 1 1 2 1 10 4 25 6 7 71 

For-Profit 1 1 1 1 1 5 

Employment 

Service 1 1 2 

Other Government 1 1 1 1 1 1 6 

Educational 1 1 3 1 1 7 

Total Number 

Providers 1 1 3 3 5 6 2 1 2 5 2 13 5 26 9 7 90 
C-6 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

 Summary Tables: Intermediaries Providing WIA Components in Each Site, by Type of Organization

 

Table C7.3 

Dislocated Worker Services: Type of Organization Used 

in Local Areas 

(July 1, 2001 through June 30, 2002) 

FL MA NV NJ OR PA TX WI 

Providers 

Hillsborough County 

 Pinellas County  Boston  Hampden County  Northern Nevada 

 Southern Nevada 

 Essex County  Passaic County  Lane County 

Region 2 

 Northwest PA  Three Rivers  Gulf Coast  Tarrant County  Bay Area  Milwaukee County 

TOTAL Providers by Type 

Nonprofit 2 4 2 1 3 4 1 6 3 26 

For-Profit 1 1 1 1 1 5 

Employment 

Service 1 1 2 

Other Government 1 1 1 1 1 5 

Educational 1 1 3 1 6 

Total Number 

Providers 1 1 3 1 5 3 1 1 1 3 1 5 5 1 9 3 44 

One-Stop Operator 3 3 1 1 2 1 3 5 29 6 10 64 

Employment 

Service 0 

Other Partner 4 2 6 

Shared 1 2 3 

TOTAL # 

Comprehensive 

Ctrs w/ DW service 

4 3 3 2 1 1 1 2 1 3 5 2 29 6 10 0 73 

TOTAL Number 

Comprehensive 

One-Stops 

4 3 3 2 1 1 1 2 1 7 5 2 29 6 10 7 84 

Combined w/Adult 4 3 3 2 1 1 2 29 6 10 61 

Co-Located w/ 

TANF 4 3 1 2 29 6 10 55 
Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA C-7 

Revised Final Report, June 2003 

Summary Tables: Intermediaries Providing WIA Components in Each Site, by Type of Organization

 

Table C7.4 

Dislocated Worker Services: Type of Service Providers Used 

in Comprehensive One-Stops in Each Local Area 

(July 1, 2001 through June 30, 2002) 

FL MA NV NJ OR PA TX WI 

Providers 

Hillsborough County 

 Pinellas County  Boston  Hampden County  Northern Nevada 

 Southern Nevada 

 Essex County  Passaic County  Lane County 

Region 2 

 Northwest PA  Three Rivers  Gulf Coast  Tarrant County  Bay Area  Milwaukee County 

TOTAL Providers by Type 

One-Stop Operator 3 3 1 1 2 1 3 5 29 6 10 64 

Employment 

Service 0 

Other Partner 4 2 6 

Shared 1 2 3 

TOTAL # 

Comprehensive 

Ctrs w/ DW service 

4 3 3 2 1 1 1 2 1 3 5 2 29 6 10 0 73 

TOTAL Number 

Comprehensive 

One-Stops 

4 3 3 2 1 1 1 2 1 7 5 2 29 6 10 7 84 
C-8 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

 Summary Tables: Intermediaries Providing WIA Components in Each Site, by Type of Organization

 

Table C8.1 

Training Services: Providers Used by Study Site, by Type 

Program Year 01 (July 1, 2001 – June 30, 2002)

FL MA NV NJ OR PA TX WI 

Type of 

Provider1

Hillsborough County Pinellas County Boston Hampden County Northern Nevada Southern Nevada Essex County Passaic County Lane County Region 2 Northwest PA Three Rivers Gulf Coast Tarrant County Bay Area Milwaukee County Total Providers by Type 

Non-Profit 1 1 16 7 2 1 3 4 0 1 2 2 1 0 1 13 55 

For-Profit 29 7 17 14 17 27 60 51 11 3 32 27 38 19 5 45 402 

Government 1 1 2 

Educational 10 4 5 4 5 4 6 14 6 5 11 9 13 9 18 9 132 

TOTAL 

Providers Used 

by Site 

40 12 38 25 24 32 69 69 17 9 45 38 52 29 24 68 591 

 

1

 The research team was able to identify a total of 20 training providers as faith-based organizations. See 

Appendix E for a breakout of these providers by site and by type (i.e., nonprofit vs. educational). 
Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA C-9 

Revised Final Report, June 2003 

Summary Tables: Intermediaries Providing WIA Components in Each Site, by Type of Organization

 

Table C8.2 

Training Services: Number of Educational Training Providers Used by Study Sites 

Program Year 01 (July 1, 2001 – June 30, 2002)

FL MA NV NJ OR PA TX WI 

Type of Educational 

Provider 

Hillsborough County Pinellas County Boston Hampden County Northern Nevada Southern Nevada Essex County Passaic County Lane County Region 2 Northwest PA Three Rivers Gulf Coast Tarrant County Bay Area Milwaukee County Total Providers by Type 

Public 4 Year 

College/University 1 1 0 1 1 1 0 2 0 1 5 2 3 4 3 3 28 

Public 2 Year 

Community College 2 1 2 3 3 1 2 2 4 4 1 2 9 1 6 0 43 

Public Technical 

School 4 1 1 3 3 3 3 6 4 28 

Private College 1 1 2 0 1 2 1 6 1 0 2 2 1 4 3 2 29 

Local School District 2 1 1 4 

Total # Education 

Service Providers 10 4 5 4 5 4 6 14 6 5 11 9 13 9 18 9 132 
C-10 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

 Summary Tables: Intermediaries Providing WIA Components in Each Site, by Type of Organization

 

Table C8.3 

Training Services: Total ITAs by Study Site and by Type of Provider 

Program Year 01 (July 1, 2001 – June 30, 2002) 

FL MA NV NJ OR PA TX WI 

Type of 

Provider 

Hillsborough County Pinellas County Boston Hampden County Northern Nevada Southern Nevada Essex County Passaic County Lane County Region 2 Northwest PA Three Rivers Gulf Coast Tarrant County Bay Area Milwaukee County Total Providers by Type 

Non-Profit 5 4 282 115 72 108 20 16 0 3 8 2 10 0 22 328 995 

For-Profit 543 20 90 149 306 526 221 329 52 3 312 150 1158 251 20 838 4968 

Government 5 5 10 

Educational 1042 399 23 37 236 225 12 67 216 34 43 65 1372 207 1080 359 5417 

TOTAL # ITAs 

by Site 1590 423 395 301 614 859 253 412 268 40 363 217 2540 463 1122 1530 11390 
Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA C-11 

Revised Final Report, June 2003 

Summary Tables: Intermediaries Providing WIA Components in Each Site, by Type of Organization

 

Table C9.1 

Youth Services: Type of Provider by Study Site 

Program Year 2001 (July 1, 2001 – June 30, 2002) 

FL MA NV NJ OR PA TX WI 

Type of 

Provider 

Hillsborough County Pinellas County Boston Hampden County Northern Nevada Southern Nevada Essex County Passaic County Lane County Region 2 Northwest PAa

Three Rivers Gulf Coast Tarrant County Bay Area Milwaukee County Total Providers 

Nonprofitb 1 2 9 0 5 1 1 0 3 5 1 19 4 9 5 26 91 

For-Profit 2 1 1 4 

Government 1 1 2 

Educational 0 2 0 0 1 0 9 3 0 7 0 6 0 2 1 2 33 

Collaborative/ 

Consortium 3 1 1 2 2 9 

Total # Youth 

Providers 1 4 9 3 7 2 10 6 4 12 1 26 5 11 8 30 139 

a The Northwest Pennsylvania WIB contracts with one youth service provider, however, this agency subcontracts with three regional

organizations which in turn subcontract with another six providers at the local level. 

b At least 15 nonprofit youth service providers were faith-based organizations: two in Boston; one in Lane County; five in Three Rivers; 

one in Gulf Coast; one in Tarrant County; one in Bay Area; and four in Milwaukee County.
C-12 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

 Summary Tables: Intermediaries Providing WIA Components in Each Site, by Type of Organization

 

Table C9.2 

 Youth Services: Detail on Educational Youth Providers Used by Study Sites 

Program Year 2001 (July 1, 2001 – June 30, 2002)

FL MA NV NJ OR PA TX WI 

Type of Educational 

Provider 

Hillsborough County Pinellas County Boston Hampden County Northern Nevada Southern Nevada Essex County Passaic County Lane Countya

Region 2 Northwest PA Three Rivers Gulf Coast Tarrant County Bay Area Milwaukee Countyb

Total Providers by Type 

4 Year College/ 

University 2 1 1 4 

Public 2 Year 

Community College 1 1 2 1 5 

Public Technical 

School 1 1 1 3 

Private High School 2 1 3 

Local School District 1 8 2 3 2 1 1 18 

Total # Education 

Youth Providers 2 1 9 3 7 6 2 1 2 33 

a Lane County’s youth service collaborative is led by a local school district.

b Milwaukee County’s two youth service collaboratives are led by public university campuses.
Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA C-13 

Revised Final Report, June 2003 

Summary Tables: Intermediaries Providing WIA Components in Each Site, by Type of Organization

 

Table C10.1 

Brokers and Consultants: Type of Service Provider Used in Each Study Site 

 Program Year 01 (July 1, 2000 – June 30, 2002)

FL MA NV NJ OR PA TX WI 

Type of 

Provider 

Hillsborough County Pinellas County Boston Hampden County Northern Nevada Southern Nevada Essex County Passaic County Lane County Region 2 Northwest PA Three Rivers Gulf Coast Tarrant County Bay Area Milwaukee County Total Providers by Type 

Non-Profit 

For-Profit 2 6 1 1 3 2 3 3 1 22 

Government 4* 4 

Educational 1 1 

TOTAL 

Providers Used 

by Site 

2 10 1 1 1 3 2 3 3 1 27 

* This number includes unpaid “consultation” by staff from departments of county government.
Appendix D 

Summary of Top Ten Training Providers 

Used in Study Sites, by Type 

Table D.1: Summary of ITAs Issued to Top Ten Training Providers, by Study Site and 

by Type 

Table D.2: Hillsborough County, Florida 

Table D.3: Pinellas County, Florida 

Table D.4: Boston, Massachusetts 

Table D.5: Hampden County, Massachusetts 

Table D.6: Northern Nevada 

Table D.7: Southern Nevada 

Table D.8: Essex County, New Jersey 

Table D.9: Passaic County, New Jersey 

Table D.10: Lane County, Oregon 

Table D.11: Region 2, Oregon 

Table D.12: Northwest Pennsylvania 

Table D.13: Three Rivers, Pennsylvania 

Table D.14: Gulf Coast, Texas 

Table D.15: Tarrant County, Texas 

Table D.16: Bay Area, Wisconsin 

Table D.17: Milwaukee County, Wisconsin
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.2 

Top Ten Training Providers: 

Hillsborough County, Florida

Program Year 2001 

(July 1, 2001- June 30, 2002) 

Total # ITAs Issued = 1590 

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

Hillsborough Community College 419 26% Public Community College 

Erwin Technical Center 245 15% Public Technical College 

University of Southern Florida 162 10% Public University 

Roadmaster 89 6% For-Profit 

DIA Diesel Institute 86 6% For-Profit 

Hillsborough School Board 62 4% Local School District 

Techskills, Inc. 60 4% For-Profit 

Webster College 54 3% Private College 

New Horizons Computer 

Learning Center 53 3% For-Profit 

Leary Technical Center 48 3% Public Technical College 

Total ITAs Issued to Top Ten 

Training Providers 1278 80% 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.3

Top Ten Training Providers: 

Pinellas County, Florida 

Program Year 2001 

(July 1, 2001- June 30, 2002) 

Total # ITAs Issued = 423 

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

St. Petersburg College 255 60% Public Community College 

Pinellas Technical Education Ctr 

(2 campuses) 106 25% Public Technical College 

Eckerd College 28 7% Private College 

University of South Florida 10 2% Public University 

Central Florida Institute, Inc. 8 2% For-Profit 

Ultimate Learning Center, Inc. 4 1% Nonprofit 

Educational Training Center 4 1% For-Profit 

Roadmaster Driver’s School, Inc. 3 <1% For-Profit 

Tampa Technical Institute, Pinellas 

Campus 2 <1% For-Profit 

Advantage Training Systems 1 <1% For-Profit 

Total ITAs Issued to Top Ten Training 

Providers 421 100% 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.4

Top Ten Training Providers: 

Boston, Massachusetts 

Program Year 2001 

(July 1, 2001- June 30, 2002)

Total # ITAs Issued = 395 

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

Jewish Vocational Services 61 16% Nonprofit *

YMCA- Training, Inc. 52 13% Nonprofit 

Asian American Civic 

Association 49 12% Nonprofit 

Computer Learning Resources 28 7% For-Profit 

International Institute of Boston 18 5% Nonprofit 

Operation A.B.L.E. 17 4% Nonprofit 

Dimock Community Services 

Corporation 15 4% Nonprofit 

One with One 14 4% For-Profit 

ABCD 12 3% Nonprofit 

Boston University Corp. 

Education Center 9 2% Private College 

Total ITAs Issued to Top Ten 

Training Providers 275 70% 

* Faith-Based Organization
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.5

Top Ten Training Providers 

Hampden County, Massachusetts

Program Year 2001 

(July 1, 2001- June 30, 2002) 

Total # ITAs Issued = 301 

Provider Name # ITAs Issued 

% of Total 

 ITAs Issued Provider Type 

Massachusetts Career 

Development Institute 99 33% Nonprofit 

Capuano Career Center 28 9% For-Profit 

Springfield Technical 

Community College 21 7% Public Community College 

Springfield Education 

Center 19 6% For-Profit 

Tri-State Tractor Trailer 19 6% For-Profit 

United Tractor Trailer 19 6% For-Profit 

New Horizons Computer 

Learning Center 16 5% For-Profit 

Holyoke Community 

College 14 5% Public Community College 

The Salter School 11 4% For-Profit 

Porter and Chester 9 3% For-Profit 

Total ITAs Issued to Top Ten 

Training Providers 255 84% 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.6 

Top Ten Training Providers: 

Northern Nevada 

Program Year 2001 

(July 1, 2001- June 30, 2002) 

Total # ITAs Issued = 614

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

Great Basin Community College 125 20% Public Community College 

Sierra Computer 94 15% For-Profit 

JOIN, Inc. 66 11% For-Profit 

Truckee Meadows Community 

College 56 9% Public Community College 

Career Choices 47 8% For-Profit 

New Horizons Computer Learning 

Center 44 7% For-Profit 

University of Nevada- Reno 29 5% Public University 

De Loux Cosmetology 28 5% For-Profit 

Western Nevada Community 

College 21 3% Public Community College 

Renoe Tahoe Job Training 

Academy 19 3% For-Profit 

Total ITAs Issued to Top Ten 

Training Providers 529 86% 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.7

Top Ten Training Providers: 

Southern Nevada

Program Year 2001 

(July 1, 2001- June 30, 2002) 

Total # ITAs Issued = 859

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

Community College of Southern 

Nevada 195 23% Public Community College 

New Horizons Computer Learning 

Center 109 13% For-Profit 

Culinary Training Academy 108 12% Nonprofit 

Western Truck School 79 9% For-Profit 

All Points Truck Driving 50 6% For-Profit 

The Learning Center 35 4% For-Profit 

Quality Technical Training Center 34 4% For-Profit 

Omicron Training Center 31 4% For-Profit 

Comp USA 29 3% For-Profit 

Compusolve 23 3% For-Profit 

Total ITAs Issued to Top Ten Training 

Providers 693 81% 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.8 

Top Ten Training Providers: 

Essex County, New Jersey

Program Year 2001 

(July 1, 2001- June 30, 2002) 

Total # ITAs Issued = 253

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

Keyskills 24 9% For-Profit 

Millenium Solutions Focus, Inc. 19 8% For-Profit 

North Ward Center 16 6% Nonprofit 

Winsor’s Tractor 16 6% For-Profit 

Jewish Vocational Services 13 5% Nonprofit *

Data Quest 12 5% For-Profit 

Geo Tech 11 4% For-Profit 

National Health 9 4% For-Profit 

Smith and Solomon Truck Driving 9 4% For-Profit 

RETS Institute 8 3% For-Profit 

Total ITAs Issued to Top Ten 

Training Providers 137 54% 

* Faith-Based Organization
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.9 

Top Ten Training Providers: 

Passaic County, New Jersey 

Program Year 2001 

(July 1, 2001- June 30, 2002) 

Total # ITAs Issued = 412

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

EZ Wheels Driving School 33 8% For-Profit 

Keyskills Learning, Inc. 28 7% For-Profit 

Ideal Driving School 25 6% For-Profit 

Passaic County Community 

College 25 6% Public Community College 

Software Sense Computer 

Learning 23 6% For-Profit 

Worldwide Educational 18 4% For-Profit 

Data Quest Systems 14 4% For-Profit 

Greater Patterson OIC 13 3% Nonprofit 

Hohokus School 13 3% For-Profit 

Plaza School 13 3% For-Profit 

Total ITAs Issued to Top Ten 

Training Providers 205 50% 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.10

Top Ten Training Providers: 

Lane County, Oregon 

Program Year 2001 

(July 1, 2001- June 30, 2002) 

Total # ITAs Issued = 268 

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

Lane Community College 203 76% Public Community College 

International Institute of 

Transportation Resources Truck 

Driving School 

23 9% For-Profit 

Clearlake Truck Driving 9 3% For-Profit 

Workforce Network 8 3% Public Community College 

Construction Equip Opportunities 6 2% For-Profit 

New Horizons Home Care 

Resources 6 2% For-Profit 

Portland Community College 2 1% Public Community College 

Employer 2 1% For-Profit 

Central Community College 1 <1% Public Community College 

21st Century Program 1 <1% Public Technical College 

Total ITAs Issued to Top Ten 

Training Providers 261 97% 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.11

Top Tena Training Providers: 

Region 2, Oregon 

Program Year 2001 

(July 1, 2001- June 30, 2002) 

Total # ITAs Issued = 40 

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

Portland Community College 16 40% Public Community College 

Tillamook Bay Community 

College 13 33% Public Community College 

Mt. Hood Community College 3 7% Public Community College 

Clackamas Community College 2 6% Public Community College 

Oregon Human Development 

Corporation 2 6% For-Profit 

Elliott Bookkeeping School 1 2% For-Profit 

Ketiv Technologies 1 2% For-Profit 

International Institute of 

Transportation Resources Truck 

Driving School 

1 2% For-Profit 

University of Oregon 1 2% Public University 

Total ITAs Issued to Top Ten 

Training Providers 40 100% 

a Region 2 customers used only nine training providers total.
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.12

Top Ten Training Providers: 

Northwest Pennsylvania 

Program Year 2001 

(July 1, 2001- June 30, 2002)

Total # ITAs Issued = 363 

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

Transport Tech 62 17% For-Profit 

Northwest Regional Tech Institute 60 17% For-Profit 

Tri-State Business Institute 43 12% For-Profit 

Great Lakes Institute of 

Technology 24 7% For-Profit 

Precision Manufacturing Institute 21 6% For-Profit 

H. T. Kerr Technology Center 16 4% For-Profit 

Erie Business Center 13 3% For-Profit 

Erie Institute of Technology 11 3% For-Profit 

Mercyhurst North East 10 3% Nonprofit *

Triangle Tech 9 2% For-Profit 

Total ITAs Issued to Top Ten 

Training Providers 269 74% 

* Faith-Based Organization
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.13

Top Ten Training Providers 

Three Rivers, Pennsylvania 

Program Year 2001 

(July 1, 2001- June 30, 2002)

Total # ITAs Issued = 217 

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

Community College of 

Allegheny County 36 17% Public Community College 

Higher Power Aviation 29 13% For-Profit 

PIA Trucking 27 12% For-Profit 

New Horizons Computer 

Learning Center 26 12% For-Profit 

University of Pittsburgh, CLC 12 6% Public College 

McKeesport Tech 8 4% Public Technical College 

New Century Career 8 4% For-Profit 

Dean Tech 7 3% For-Profit 

Newberry School 7 3% For-Profit 

Pittsburgh Tech Institute 6 3% For-Profit 

Total ITAs Issued to Top Ten 

Training Providers 166 76% 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.14

Top Ten Training Providers 

Gulf Coast, Texas 

Program Year 2001 

(July 1, 2001- June 30, 2002)

Total # ITAs Issued = 2540 

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

North Harris Montgomery 

Community College 281 11% Public Community College 

New Horizons Computer 

Learning Center 218 9% For-Profit 

Houston Community College 211 8% Public Community College 

Brazosport College 162 6% Public Community College 

Galveston College 149 6% Public Community College 

San Jacinto College 141 6% Public Community College 

Alvin Community College 111 4% Public Community College 

Wharton County Junior College 95 4% Public Community College 

Genesis Medical Group 

Vocational Training 88 3% For-Profit 

Northwest Educational Center 80 3% For-Profit 

Total ITAs Issued to Top Ten 

Training Providers 1536 60% 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.15

Top Ten Training Providers: 

Tarrant County, Texas 

Program Year 2001 

(July 1, 2001- June 30, 2002)

Total # ITAs Issued = 463 

Provider Name 

# ITAs 

Issued 

% of Total 

 ITAs Issued Provider Type 

Tarrant County College 

(4 campuses) 120 26% Public Community College 

C1 Trucking 70 15% For-Profit 

Info Tech 52 11% For-Profit 

Extended Health Education 43 9% For-Profit 

University of Texas, Arlington 37 8% Public College 

CCI Training Center 32 7% For-Profit 

International School of Dallas 20 4% Private College 

SMU Engineering 16 4% Private College 

Longhorn Driver Training Institute 13 3% For-Profit 

Techskills, Inc. 11 2% For-Profit 

Total ITAs Issued to Top Ten 

Training Providers 414 89% 
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.16

Top Ten Training Providers: 

Bay Area, Wisconsin 

Program Year 2001 

(July 1, 2001- June 30, 2002) 

Total # ITAs Issued = 1122

Provider Name 

# ITAs 

Issued 

% of Total ITAs 

Issued Provider Type 

Northeast Wisconsin Technical 

College 605 54% Public Technical College 

Lakeshore Technical College 390 35% Public Technical College 

Fox Valley Technical College 31 3% Public Technical College 

American Red Cross 22 2% Nonprofit 

Bay De Noc College 11 1% Public Community College 

Silver Lake College 8 1% Private College *

University of Wisconsin,Green Bay 7 1% Public University 

ITT Educational Services 6 <1% For-Profit 

University of Wisconsin, 

Manitowoc 5 <1% Public Community 

College^ 

University of Wisconsin, Marinette 5 <1% Public Community 

College^ 

Total ITAs Issued to Top Ten 

Training Providers 1090 97% 

* Faith-Based Organization 

^ Two-year campuses of the University of Wisconsin
 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

Summary of ITAs Issued to Top Ten Training Providers

Table D.17

Top Ten Training Providers: 

Milwaukee County, Wisconsin 

Program Year 2001 

(July 1, 2001- June 30, 2002) 

Total # ITAs Issued = 1530

Provider Name 

# ITAs 

Issued 

% of Total ITAs 

Issued Provider Type 

Quality Healthcare Options 312 20% For-Profit 

Milwaukee Area Technical 

College 307 20% Public Technical College 

Cierra Tec 137 9% For-Profit 

Wisconsin Correctional Services 94 6% Nonprofit 

Wisconsin Regional Training 

Partnership 92 6% Nonprofit 

Goodwill/Workforce Training Ctr 81 5% Local Affiliate of National 

Nonprofit 

Enrichment Opportunities Inc. 52 3% Nonprofit 

ProMentor, Inc. 43 3% For-Profit 

Wisconsin Technical College 41 3% Public Technical College 

Nontraditional Employment 39 3% Nonprofit 

Total ITAs Issued to Top Ten 

Training Providers 1198 78% 
 Appendix E 

Faith-Based Training Providers 

Used in Study Sites, by Type
orkforce Investment: How Services Are Provided Under WIA E-1 

003 

rs Used in Study Sites, by Type 

raining Providers by Study Site and by Type 

 2001 (July 1, 2001 – June 30, 2002) 

FL MA NV NJ OR PA TX WI 

Hillsborough County 

Pinellas County 

Boston 

Hampden County 

Northern Nevada 

Southern Nevada 

Essex County 

Passaic County 

Lane County 

Region 2 

Northwest PA 

Three Rivers 

Gulf Coast 

Tarrant County 

Bay Area 

Milwaukee County 

Total by Type 

4 1 1 1 7 

3 1 1 3 3 2 13 

4 1 1 3 1 1 3 3 3 20 

40 12 38 25 24 31 69 70 18 9 45 38 52 29 24 68 592 
Appendix F 

Summary of All Individual Training Account Use 

by Study Sites 

Table F.1: Total ITAs by Study Site and by Type of Training Provider 

Table F.2: Total ITAs Issued to Public Community and/or Technical Colleges, by 

Study Site 
rkforce Investment: How Services Are Provided Under WIA F-1

003 

ining Account Use by Study Sites by Type 

Study Site and by Type of Training Provider 

 2001 (July 1, 2001 – June 30, 2002)

FL MA NV NJ OR PA TX WI 

Hillsborough County 

Pinellas County 

Boston 

Hampden County 

Northern Nevada 

Southern Nevada 

Essex County 

Passaic County 

Lane County 

Region 2 

Northwest PA 

Three Rivers 

Gulf Coast 

Tarrant County 

Bay Area 

Milwaukee County 

Total by Type 

5 4 282 115 72 108 20 16 

0 3 8 2 10 0 22 328 995 

543 20 90 149 306 526 221 329 52 3 312 150 1158 251 20 838 4968 

5 5 10 

1042 399 23 37 236 225 12 67 216 34 43 65 1372 207 1080 359 5417 

1590 423 395 301 614 859 253 412 268 40 363 217 2540 463 1122 1530 11390 
rkforce Investment: How Services Are Provided Under WIA F-2

003 

ining Account Use by Study Sites by Type

ed to Public Community and/or Technical Colleges by Study Site 

 2001 (July 1, 2001 – June 30, 2002)

FL MA NV NJ OR PA TX WI 

Hillsborough County 

Pinellas County 

Boston 

Hampden County 

Northern Nevada 

Southern Nevada 

Essex County 

Passaic County 

Lane County 

Region 2 

Northwest PA 

Three Rivers 

Gulf Coast 

Tarrant County 

Bay Area 

Milwaukee County 

Total by Type 

763 361 6 36 202 195 9 38 214 33 12 47 1271 120 1057 351 4715 

48% 85% 2% 12% 33% 23% 4% 9% 80% 83% 3% 22% 50% 26% 94% 23% 41% 

1590 423 395 301 614 859 253 412 268 40 363 217 2540 463 1122 1530 11390 
Appendix G 

Literature Review References 
Appendix G: 

Literature Review References 

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Contract During the 19th Century.” Presented at the Economic Policy Institute’s 

Conference on Privatization, January 11, 2000. 

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Private Sector in State Service Delivery. The Urban Institute Press, 1989. 

American Federation of State, County and Municipal Employees (AFSCME). Government for 

Sale: An Examination of the Contracting Out of State and Local Government Services. 

Sixth Edition, 2001. 

Barnow, Burt and Christopher T. King, editors. Improving the Odds: Increasing the 

Effectiveness of Publicly Funded Training. Urban Institute Press, 2000. 

Bush, George W. “Getting Results from Government.” Speech delivered in Philadelphia, June 

9, 2000. 

D’Amico, Ronald, Deborah Kogan, Suzanne Kreutzer, Andrew Wiegand, and Alberta Baker. 

A Report on Early State and Local Progress Towards WIA Implementation: Final 

Interim Report. Social Policy Research Associates, February 2001. 

Donahue, John D. The Privatization Decision: Public Ends, Private Means. Basic Books, Inc, 

1989. 

Gurin, Arnold. “Government Responsibility and Privatization: Examples of Four Social 

Services.” Privatization and the Welfare State. Edited by Sheila Kamerman and Alfred 

Kahn. Princeton University Press, 1989. 

Hatry, Harry. A Review of Private Approaches for Delivery of Public Services. Urban Institute 

Press, 1983. 

Hatry, Harry and Eugene Durman. Issues in Competitive Contracting for Social Services. 

National Institute of Governmental Purchasing Inc., 1985. 

Kettner, P. M., and L.L. Martin. “The Impact of Declining Resources and Purchase of Service 

Contracting on Private, Nonprofit Agencies.” Administration in Social Work, 20(3): 

21-38, 1996. 

Kramer, R. M., and B. Grossman. “Contracting for Social Services: Process Management and 

Resource Dependencies.” Social Service Review, March: 32-55, 1987. 
G-2 Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA 

 Revised Final Report, June 2003 

 Literature Review References

 

Kramer, Fredrica, Demetra Smith Nightingale, John Trutko, Shayne Spaulding, and Burt 

Barnow. Faith-Based Organizations Providing Employment and Training Services: A 

Preliminary Exploration. Urban Institute, 2002. 

Kogan, Deborah, Katherine Dickinson, Ruth Fedrau, Michael Midling, and Kristin Wolff. 

Creating Workforce Development Systems That Work: A Guide for Practitioners. 

Social Policy Research Associates, 1997. 

National Association of Workforce Boards (NAWB). Setting the Stage for Workforce Board 

Success, August 2000. 

National Commission for Employment Policy. The Long Term Employment Implications of 

Privatization: Evidence from Selected U.S. Cities and Counties, March 1989. 

Nightingale, Demetra Smith and Nancy Pindus. Privatization of Public Social Services: A 

Background Paper. Urban Institute, 1997. 

"Officials Turn to Retraining, Outsourcing to Handle Caseloads." Employment and Training 

Reporter, pp. 277-278, November 27, 1996. 

Osborne, David and Ted Gaebler. Reinventing Government: How the Entrepreneurial Spirit is 

Transforming the Public Sector. Addison-Wesley Publishing Co. Inc., 1992. 

O’Shea, Daniel, and Christopher King. The Workforce Investment Act of 1998: Restructuring 

Workforce Development Initiatives in States and Localities. The Nelson A. Rockefeller 

Institute of Government, April 2001. 

Pavetti, LaDonna, Michelle Derr, Jacqueline Anderson, Carole Tripp, and Sidnee Paschal. The 

Role of Intermediaries in Linking Welfare Recipients to Jobs. Mathematica Policy 

Research, 2000. 

President's Commission on Privatization. Privatization: Toward More Effective Government, 

1988. 

 

Social Policy Research Associates, State of Massachusetts: One-Stop Profile. Social Policy 

Research Associates, 1997. 

Social Policy Research Associates, State of Wisconsin: One-Stop Profile, Social Policy 

Research Associates, Inc., March 1996. 

U.S. Department of Labor. “Elaine Chao Awards First Federal Grants Available to Faith-Based 

and Grassroots Organizations,” Press Release, October 7, 2002. 
Creating Partnerships for Workforce Investment: How Services Are Provided Under WIA G-3 

Revised Final Report, June 2003 

Literature Review References

 

U.S. Department of Labor, Employment and Training Administration. Training and 

Employment Guidance Letter Number 17-01, April 2002. 

U.S. Department of Labor, Employment and Training Administration. The Five-Year Strategic 

Plan for Pilots, Demonstrations, Research, and Evaluations, 2001a. 

U.S. Department of Labor, Employment and Training Administration. Understanding the Role 

of Intermediaries Under the Workforce Investment Act: Statement of Work, 2001b. 

U.S. General Accounting Office. Privatization: Lessons Learned by State and Local 

Governments. GAO/GGD-97-48, March 1997. 

U.S. General Accounting Office. Child Support Enforcement: Early Results on Comparability 

of Privatized and Public Offices. GAO/HEHS-97-4, December 1997. 

Utt, Ronald. “Improving Government Performance Through Competitive Contracting.” The 

Heritage Foundation Backgrounder. No. 1452. The Heritage Foundation, June 25, 

2001. 

Vinson, Elisa. Performance Contracting in Six State Human Services Agencies. Urban Institute, 

September 1999. 

Wandner, Stephen and Janet Javar. “Trends in Private Sector Involvement in the Delivery of 

Workforce Development Services in the United States” in Social Security at the Dawn 

of the 21st Century. Edited by Donate Dobernack, Dalmer D. Hoskins, and Christiane 

Kuptsch. New York: Transaction Publishers, 2001. 

Warner, Milder and Amir Hefetz. “Privatization and the Market Structuring Role of Local 

Government.” Presented at Economic Policy Institute’s Conference on Privatization., 

January 11, 2000. 

Westat. Integrating Year-Round and Summer Employment and Training Services for Youth 

Under the Workforce Investment Act: Technical Assistance Guide. Prepared by under 

contract with U.S. Department of Labor, Employment and Training Administration, 

June 2000. 

Westat. Promising Approaches: Casebook of Welfare-to-Work Programs Administered by 

JTPA or the Employment Service. Prepared by under contract with U.S. Department of 

Labor, Employment and Training Administration, October 1997. 

Workforce Investment Act, Public Law 220, 105th Congress, August 7, 1998.