Click on “Workforce Center Intranet Homepage” Click on “Workforce Center Documents” Open the “Forms” folder Open the “Incident Report and Bomb Threat Checklist” folder Click on link to open the Word document Center Incident Report – Sample Form, Page 1 of 2 Center Incident Report – Sample Form, Page 2 of 2 SECTION II – PROFESSIONAL CONDUCT Personal Appearance The appearance of employees at work influences the public’s perception of the Workforce Centers competence and professionalism. The Workforce Centers rely on employees to present a positive, professional, business-like image to internal and external customers through dress and personal appearance for their position. This includes the appearance of the work areas. It is important to remember that clothing, body art/tattoos, piercings, and hair color, and other grooming techniques that impair performance or disrupts the transaction of public business are not permitted. Below is guidance on personal appearance; please note that supervisors and senior leadership may use their discretion in specific events or occasions when appropriate. Employees should consult their supervisors if they have questions as to what constitutes appropriate appearance for their position. Guidance To facilitate customer service and safety, everyone working in the Centers is an ID badge and an engraved name tag. Name tag or ID badge shall be worn at all times including networking events or other off-site events where the employee is representing the Workforce Center. Name tags and ID badges should not be modified in any way ID badges may be worn on decorative lanyards as long as they present a professional image The general standard of dress is Business Casual; however, there may be times when specific attire may be requested by senior management based on business needs or special occasions; Business Professional or Workplace Casual will be announced by senior management. Accessories should be tasteful and not to excess. Head coverings, including scarfs-not worn as bandanas, are permitted as long as they do compliment the other clothing items and present a professional image. Outdoor hats do no present a professional image and are not permitted.
JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF (Continued) Customer Service Element Examples of Behaviors Your Rating: Your Rationale Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Prompt, Friendly the customers who come in, put them at ease, respect their time Uses a rude or insincere tone of when greeting or employers Makes customers ask for assistance before offering any Frowns when greeting customers Makes customers wait even when the Center isn’t busy Takes breaks instead of assisting waiting customers Assumes customers have computer skills and/or know Kansas JobLink Returns phone calls later than next business day Takes more than 1 business day to post an employers’ job order Smiles when greeting customers Greets customers with a phrase such as “I’ll be with you in a moment” or “How may I help you?” Returns phone calls by Places job orders the same day they are received Answers phone by the third ring Smiles when answering the phone Acknowledges customers within 10 seconds of the customer walking in Asks someone else to help a customer who must wait Recognizes return customers and greets them by name Apologizes for waits Posts job orders within 2 hours Answers the phone after the first ring Returns calls within one hour JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF CUSTOMER SERVICES
Customer Service Element Your Rationale Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3 Polite Understanding—take the time to understand the customer’s situation and address it Says things like “We can’t help you,” “We don’t do that here,” or “What do you want?” Makes rude comments to or about customers or Asks questions that will help understand what the customer needs Matches customers’ needs to services Says “Here’s what we can do” when a customer makes a request that can’t be met Meets the customers “where they are” without judgment or prejudice Gives customers the information they need, even if the contributor has to find it Shows patience and doesn’t rush customers Makes the customer feel as if they’re the most important person in the Center right now Get it Right Or Make it Right—Focus on accurate, reliable, quality service to employers and job-seekers Fails to provide information customers need Provides customers with incorrect information Passes the buck when told information was inaccurate Blames customers for not knowing what they need Gives customers an answer that limits them to a single option Provides customers with the right information in timely fashion Ensures that information going to customers is up-to-date Responds quickly to customer problems Refers errors to the appropriate person Accurate information is organized and accessible Gives customers answers that allows them to have multiple options Follows up with customers to ensure that the information was what they needed Anticipates customers’ needs and has the correct information ready for them Recognizes when information is inaccurate, and takes initiative to correct it JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF CUSTOMER SERVICES (Continued) Customer Service Element Examples of Behaviors Your Rating: Your Rationale Unacceptable 1 Acceptable 2 Exceptional 3 1 2 3
Open Professionalism in Delivering Our your job and focus on work- and job-related activities at work Does not know basics of job or Workforce information Fails to learn job basics or Center information Finishes non-business activities before assisting customers Rolls eyes, sighs, or otherwise makes customers feel like they are a bother Tells a customer “We don’t do that/ we can’t help you here.” Does not provide a service, program, or product advertised or promised Bluffs the customer when an answer to a question is unknown Respects job-seeker and/or employer confidentiality Gives attention to customers rather than starting them on a project and then leaving them Follows up to help customers with new questions or problems Follows the code Helps with basic customer questions or needs on all and employer programs and services up-to-date on offered programs and services Tells the customer “I don’t know—let’s find out together” Makes referrals to coworkers or partners Treats customers better than expected Controls own emotions when customers lose control of theirs Takes/ creates opportunities to deescalate customer confrontations Focuses on the situation, not the person Treats coworkers with the utmost respect Seeks information on which customers are likely to come in, anticipates their likely needs, and has materials and services ready for them Refers customers to resources outside the and Partner network, even when they are outside the scope and mission of the Center
JOB AID FOR DESCRIBING BEHAVIORS FOR ELEMENTS OF (Continued) Customer Service Element Examples of Behaviors Your Rating: Your Rationale Development 1 Effective 2 Highly Effective 3 1 2 3 Employees—enjoy the work and believe the services, programs, and products are important Lets “bad days” affect service to job-seekers or employers Mumbles so that customers cannot hear or understand Uses body language such as frowns or lack of eye contact that communicate dissatisfaction to customers Moves lethargically in response to customers eye contact with and smiles at customers Welcomes each job-seeker or employer the contributor comes into contact with Makes an effort to be helpful to any customer who asks or appears to need assistance Maintains a cheerful disposition Responds enthusiastically and energetically to customer requests Maintains an upbeat attitude, regardless of what else may be going on Projects goodwill to all customers and coworkers Demonstrates a “sparkle” and sense of appropriate fun Embraces change