interest and skill assessments, and provision of occupational and training information that inform current trends in the job market. available at WSO or through the community that meet their career planning needs. occupational and training information? C5 Career planning efforts will align with LMI and local sector strategies. Customer will receive LMI information to support career planning efforts and be connected with local sector strategies if appropriate. Are WSO staff skilled in providing LMI information to support career planning? How might we connect customers to local sector strategies? C6 Centers will provide career planning workshops and/or individual assistance. Customers will have a variety of career planning workshops available to participate in. Customers may also receive individual career planning services. What are our career planning workshops? Are they relevant to the current market? How do we provide individual career planning services? C7 One outcome of career planning is an Individual Employment Plan (IEP). It will include training options research (ETPL, CIS content, QualityInfo.org, and LMI), next steps for training, and resources; and will be used as a tool in job search efforts. Customer participates in career planning with WSO staff. Customer receives IEP. Are WSO staff trained on IEP development? C8 Staff will teach customers the job search them with tools and knowledge so they are equipped to search for jobs in today’s market using the most thorough methods and strategies available, including: social media, online job boards, and networking in hidden and non-traditional job markets. Customers learn how to use current methods and strategies to search for work. Are staff knowledgeable about current work search strategies that include social media, online job boards, and networking in hidden and non-traditional job markets? C9 Staff will assist with application processes and documentation— résumés, cover letters, employment applications, and effective interviewing techniques. Customers will receive support with completing applications, résumés, cover letters, and employment applications. Customers will learn how to apply effective interviewing techniques. Are WSO staff trained to develop resumes with customers? Do staff know when to assist customers completing job applications? Does the center have information regarding effective interview techniques?
C16 Referral to job openings is a pre-placement activity and staff is expected to refer only quality/work-ready individuals. Effective job matching requires staff to ensure that skills have been validated through the approved process and that the customer is a good “fit” for the position and workplace environment prior to referral. Customers determined to be work-ready will receive job notifications for positions they are both qualified and determined a good “fit” based on employer information. How do WSO determine good “fit” based on employer information? C17 Placement activities must include a feedback mechanism between WSO and employers. Employer feedback will be solicited to validate/concur with the readiness/quality of referrals. That feedback will be shared with career development staff to improve the supply and quality of available candidates. The hiring employer (customer) provides feedback to WSO which is used to continuously improve the readiness and quality of referred customers. What is the feedback process to meet this standard? C18 LLTs will develop feedback mechanisms, monitor outcomes, and make adjustments to local career and training services based on feedback received. Employers and job seekers may be asked to provide feedback on process. What is the feedback process to meet this standard?
Training Services The focus and intent of this service: Individuals determined to be in need of training to obtain or retain employment that leads to economic or wages comparable to or higher than wages from previous employment may be eligible to receive Training Services. Local areas may also prioritize training connected to sectors and target populations as part of the local plan, and will create opportunities for remediation. Training Standard Customer Experience Potential Considerations T1 The workforce system is expected to increase investment in certifications that help people get jobs, and support the development and documentation of functional skills. There has been growth in the variety of skill building tools including on-line training and credentials, certification of new and existing skills, and work-based learning. All WSO centers are expected to build these types of tools into the menus of available training services and activities. Customer is appropriately enrolled in a functional skill development activity/ activities that lead to a certification which helps them become employed. What certifications are available through WSO? How can a center connect customers to certification opportunities? What does an “increase investment in certifications” mean to the center? T2 An IEP is required for all customers accessing Training Services. The IEP will be used to inform training needs, as well as to verify whether or not customers have the skills to be successful in training prior to enrollment into the training program. Customer accessing training services will receive an IEP. What is the criteria for writing an IEP? Are staff trained in writing and delivering IEPs? T3 Mechanisms must be in to monitor the quality and effectiveness of training services both from outcome data and business/customer feedback. Customer receives high quality and effective training services. What process is in place to evaluate the quality and effectiveness of training offered through the center? T4 Local Boards will serve as a primary source of business intelligence to inform center priorities and investment strategies around training services. Customer can access training and occupations that are priority for the workforce system. What are center priorities around training services? What are the center priorities around investment strategies? What is the process to connect customers with priority training that meets local investment strategies?
T12 Staff will pursue OJT opportunities with employers and make appropriate OJT-related referrals for work-ready jobseekers. Customers will know and have access to OJT opportunities. Does the center have a process to secure OJTs? How does the customer know the center has OJT opportunities available? T13 LLTs and/or WSO staff will research opportunities and develop relationships with local apprenticeship programs and training centers to make this training model available to customers. Customers will have information regarding local apprenticeship programs. How will the center ensure customer know about apprenticeship programs? T14 Work experiences that are linked to careers will be provided at all WSO centers. Customers will know about and have access to work experience opportunities. What work experience opportunities are available? T15 Work-based learning opportunities should be marketed by both training and business service staff. Staff will pursue opportunities with employers and make appropriate referrals for work-ready jobseekers. Work-ready customers know about and have access to work-based learning opportunities. How will customers learn about available work-based learning opportunities? What is the center’s plan to market work-based opportunities? What is the center’s strategy to develop openings and place customers in work-based opportunities? T16 Local Boards will coordinate work-based learning opportunities across partner agencies to ensure maximization of employer contact and avoid fatigue. No action from the customer is required. How will local boards coordinate work-based learning opportunities across partner agencies while avoiding business fatigue? T17 Local Boards will research opportunities and develop relationships with local businesses and partners (including apprenticeship programs and training centers) to make these training models available to customers. No action from the customer is required. How will the center connect customers to the opportunities created by the board? T18 Feedback mechanisms between Training Services and placement functions must be in place to ensure that the training being provided is meeting the needs of business. Customer may be surveyed for feedback to include in determination regarding the quality of training received. Is there an effective feedback mechanism in place? If not, what needs to happen to ensure this is in place?
B6 WSO staff will conduct an on-site employer visit prior to the start of the recruitment then send qualified candidates to the employer in a timely manner. Employers can expect referrals from WSO that meet their needs, including “fit” when possible. Job seekers can expect referrals that return them to work that meets their skill set and work aptitudes. What is the center’s process for visiting an employer’s work-site and then selecting qualified candidates? B7 The WSO referral-to-hire ratio is a target of 5:1, unless otherwise specified by employer. The employer interviews only the top talent for the opening. The job seeker is qualified and only one of a few candidates selected to interview, thereby increasing their chances of success. What process can be developed to ensure the center meets the standard? B8 Placement and recruitment activities must include a feedback mechanism between the WSO and employers. Employer feedback will be solicited to validate/concur with the readiness/ quality of referrals. The employer’s feedback on the recruitment process is critical to continuous improvement and quality outcomes. Does the center have a feedback mechanism in place? If not, what might a feedback mechanism look like? B9 LLTs will develop feedback mechanisms, monitor outcomes, and make adjustments to local career and training services based on feedback received. Customers benefit when local leadership teams are consistently improving their local career and training services. Does the LLT have such a feedback mechanism in place? How might the LLT establish a feedback mechanism? B10 Feedback will be shared with the Local Board to ensure continuous quality improvement. Customers benefit when local boards are consistently improving the quality of services. Does the center have a process in place to share quality improvement with the local board? B11 If made available in an area by a Local Board, training will take into account characteristics of participants in the program, relationship of the training to competitiveness of participants and employers, and other factors such as number of employees, wage and benefit levels, and existence of other training to support advancement Employers could benefit from incumbent worker training provided by WSO. Does the local board offer incumbent worker training and take into account the elements mentioned in the standard? If not, how can the center establish one?
opportunities. The cost will be shared with employers on a sliding scale based on employer size. B12 The WSO will utilize information gathered from business feedback to inform the need for incumbent worker training and will market available opportunities, as appropriate. Employers may improve their business by improving the skills of their existing workforce. Job seekers may benefit from increased openings in the local area. Does the center have a feedback mechanism to inform the need for incumbent worker training? What might a feedback mechanism look like? B13 WSO staff will provide services to employers for posting vacant positions in the local labor exchange system. Jobs may be entered via automated mechanisms, self-service features, or staff-assisted services. Employers have the option of listing their openings on their own or through the assistance of WSO staff. Job seekers are presented with employment directly through WSO. Does the center have business services staff qualified to enter listings in iMS? Are there additional avenues to post the listing in the local area? B14 WSO staff will be knowledgeable about available incentives in order to effectively market them to businesses Effectively marketing incentives to employers could increase the number of listings posted in the community. Do WSO staff have the information and skills necessary to effectively market incentives to business? B15 All areas will provide Rapid Response activities to employers and workers when a layoff or closure is going to occur, is occurring or has occurred, in compliance with state and federal regulations. Employers and workers will be supported during a layoff or closure. Does the rapid response process support employers and workers? B16 Rapid Response activities are time-sensitive and all LLTs will develop local protocols to ensure contact with affected parties within 48 hours of receiving notice of a layoff, closure or crisis event. Employers and workers will be served quickly to eliminate confusion and provide a path forward. Does the local area deliver rapid response services in a timely manner? What are the services provided at a rapid response? Are an adequate number of staff trained to perform this function? Co-Location