Avia Employment Services Richmond Annual Report April 1, 2013 to March 31, 2014

Transcription

1 Avia Employment Services Richmond Annual Report April 1, 2013 to March 31, 2014 Avia Employment Services Annual Report Richmond Contract # 14

2 Back in Motion s Avia Employment Services (WorkBC) has been serving Clients since April 1 st Over the past two years the program has been evolving, with many accomplishments. There has been two major program changes to policy and the fee schedule as the result of Consultations with Contractors, and improvements to the delivery of services to Clients. It has been a year of growth and change at Avia and we look forward to sharing some of our milestones with you through this report! In this Report How Participants Access Services... 1 Demographics... 1 Service Efficiency... 3 Outcomes... 4 Stakeholder Satisfaction... 5 Participant Satisfaction... 6 Celebrating Success... 7 Avia Employment Services Annual Report Richmond Contract # 14

3 How Participants Access Services Participants, both Case Managed and Self-Serve, access Avia services through a number of ways. The following describes how Participants heard about Avia and through what channel they accessed services: How did you hear about us? (The top ways Participants learned about our services) Friend/Family 24.2% Service Canada 16.2% Other 11.4% WorkBC Website 5.7% Total ESC *Visits 24,354 12,353 Purpose of Visit (i.e. type of services Participants accessed) Attend a Workshop N=11,449 Use the Resource Room N=7,715 Meet with Staff N=4,665 Meet with an Employer N=525 **Self-Serve Remote Visits 5,849 3,759 Participants who registered for Self-Serve independently (i.e. not referred by an external service) 1,924 2,854 Community Organization 38.2% Other 16.6% Human Resource Centre 15.5% Friend/Family 14.1% Attend a Workshop N=4,928 Use the Resource Room N=4,217 Meet with Staff N=2,902 Meet with an Employer N=306 Participants who indicated they learned about Avia from Other sources (N=532), include, but are not limited to, Newspaper, Youth Service Agency, Online Searches, Advertisements/Radio, ELSA Office, and Facebook. ***Out of area registrants 66 (of 1,924) or 3.4% 94 (of 2,854) or 3.3% *A visit is one instance of a Participant attending the Employment Service Centre (ESC), or logging into their Unique Portal from a non-esc location. Visits can occur several times for one Participant. A Registrant (or registered) is considered the first Visit of a Participant when the Participant first accesses the ESC. **Self-Serve Remote Visits are visits where Participants have logged on to their unique Avia Profile from a location outside of the ESC such as their home, a library or a mobile device or tablet. ***Out of area registrants are persons who registered for self-serve services but who live outside of the Richmond catchment area. These persons are queued to Reception for further support. More about how Participants access services? As noted above, the total number of client visits significantly increased this year, as did the number of remote visits to self-serve services. It is interesting to note that fewer clients registered for self-serve services independently in the 2013/2014 fiscal, which may be due to the community becoming more aware of the WorkBC centres and referring more clients to our centres. Avia Employment Services Annual Report Richmond Contract # 14 Page 1

4 Demographics The following demographics are based on Case Managed Participants who joined services between April 1, 2013 and March 31, 2014: Number Served 1,253 1,308 Male : Female Ratio 1 : : 0.94 % of Participants who accessed services in the city they live in* 99.4% 97.9% Average Age at beginning of Service Delivery Average Age by Gender Age range (youngest to oldest) 41.5 Years Male = 41.4 / Female= Years Male = 42 / Female= Immigrants 46% Immigrants 39.9% Of those served, Participants identify General Population 37% General Population 38.4% with 1 or more of the following Youth 14.8% Persons with Disability 10.5% populations (in percentages): Persons with Disability 7.7% Multi-Barriered 6.9% *Participants who generally access services outside the city they live in are accessing services where they are attending an Apprenticeship program Who we serve: It was very much worthwhile by attending sessions here. Thank You. Avia is an effective support for workers who want to return to the community of the employed. Participants self-disclose the population they identify themselves to be part of. Populations include: Aboriginal, General Population, Immigrant, Multi-Barriered, Person with Disability, Survivor of Violence/Abuse, Youth (age 15-30), Francophone, Rural/Remote. In Richmond, 14.6% of those who identify with a specialized population identify with at least 2 or more specialized populations. Participants who successfully gained employment, and subsequently had their program file closed, reported the following employment status at commencement of Case Managed services: Unemployed 78.6% None of the above (e.g. Employed) 10.7% Working Less than 20 Hours per week 5.8% Has work permit without designation of an employer 3.0 % Attending/Registered for Post-Secondary 2.0% Avia Employment Services Annual Report Richmond Contract # 14 Page 2

5 Service Efficiency Delivering services efficiently ensures that Participants do not encounter long wait times to receive services and that they can smoothly transition into preparing and looking for work. Thus, an important Avia Employment Services goal is to provide services to Case Managed Participants in a timely manner. The following measures demonstrate the level of efficiency in delivering services based on Participants who began services in 2012/2013: *Inquiry to Acceptance (occurs in 10 business days) Acceptance to MDNA Complete (occurs in 10 business days) MDNA to Action Plan Complete (occurs in 10 business days) 60.3% 59.6% 99.0% 96.8% 99.4% 91.4% This is such a great service to immigrants & citizens. The Canadian government really goes all out to help us. *It should be noted that Inquiry to Acceptance data included Participants who accessed Self-Serve services for a period of time prior to moving into Case Managed Services. Therefore the length of time from Inquiry to Acceptance is skewed. More on service timelines: On average, Participants who began services in 2013 spent 54.6 days in the program before gaining employment. The average length of time Participants spend in the program from Program start to file closure is days. These service efficiency measures allow Centre Managers to implement quality improvement strategies to reduce barriers to Participants accessing services. Very very impressed. From reception to case manager are all very helpful. I m grateful for the service. Avia Employment Services Annual Report Richmond Contract # 14 Page 3

6 Outcomes The outcome goal for the Avia Employment Program is for Participants to secure labour market attachment in the form of paid or volunteer employment. The following information summarizes employment outcomes of participants who achieved their employment related goals between April 1, 2013 and March 31, 2014: Number of Employment Placements Percentage of Placements that are aligned with the participants experience or training Average Wage of Participants who gained Employment 61.4% 53.6% $17.80 (N=295) $15.37 (N=121) I got a job offer today. I appreciate all the help from Avia. I did learn a lot. Thank you. Everyone is so nice here to help me find a job. Hourly Wage Range $ $50.00/hour $ $51.28/hour The top 5 sectors Participants achieved employment in include: 2013/2014 Employment Sector 2012/2013 Employment Sector Other 28.3% Other 25.0% Retail 16.7% Retail 12.8% Tourism/Hospitality 8.9% Manufacturing 8.7% Business & Finance 7.5% Tourism/Hospitality 8.7% Thank you so much to all the supportive Staff at Avia, Thanks to the staff who provided all positive advices for me to get a job in short time. Manufacturing 6.9% Logistics/Warehousing 6.4% What is interesting about this? More Participants are finding employment in a area related to their previous experience and training. Other clients are using their transferrable skills and applying their previous experience and training to new employment opportunities The minimum hourly rate for client employment is higher when compared to the previous year, allowing.the placements to be more durable for clients. Avia Employment Services Annual Report Richmond Contract # 14 Page 4

7 Stakeholder Satisfaction To better serve the Communities we work closely with throughout the year, we survey Employers and Community Organizations who we worked with in the past year. In 2013/2014, the survey was a joint effort across all Avia Employment Centres. We surveyed over 100 Employers and Community Organizations who used our services, we established a relationship with, and/or marketed our services to in the past year, the sample size of respondents however was very small, and therefore the results have not been included in this report. As part of our 2014 quality improvement strategy, we will look at new ways of soliciting feedback from our stakeholders such as through focus groups. This will enable us to gain a comprehensive understanding of Employers and Community Organizations who use our services. This has worked out very well for us. I mentioned to a Job Developer that I was looking for a new staff member and she sent us what seems to be the perfect candidate. We had received 10 resumes in total from our own job postings and we have an affiliation with a large employer who lets us access their HR department to screen and interview new candidates. They felt the referral from Avia was impressive and she was also the first interviewee. We interviewed her this week ourselves and are making her a job offer today. We expect she will accept. She really looks like a good fit. Avia Employment Services helped us expand our recruitment network by facilitating introductions, meetings, and interviews. The staff at Avia are professional, accommodating, and efficient. Our success in recruitment efforts over the past few months was strengthened by their assistance and support, and ability to facilitate our recruitment efforts in a cost-effective and timely manner. The staff is excellent, very approachable and eager to assist. Avia has helped us out on numerous occasions to find the staff we needed. Avia Employment Services Annual Report Richmond Contract # 14 Page 5

8 Participant Satisfaction To better serve our Program Participants, we solicit feedback on an ongoing basis. We use the information to make services more accessible to Participants. Here is what Participants said in 2013/2014: Average Satisfaction Score 90.6% 95.3% % who would recommend us to a friend 99.4% 100% On a monthly basis, Participant written comments are reviewed, marked for follow-up as necessary, and disseminated to Centre Managers who will either investigate comments further, and address identified service gaps within the centre. On an annual basis, all progress with comments is reviewed and progress and outcomes are reported as part of our Accessibility Status report. Improving our Services Feedback is provided from both Case Managed and Self-Serve Participants. Participants provide feedback on an ongoing basis when they have comments to share. Through the Centre Managers continuous efforts on improving the number of responses, we had 319 Participant responses in 2013/2014. The response rates have increased 261% from 2012/2013. Centre Managers and staff continue to implement strategies and encourage Participants to provide their feedbacks. I learned very much in a short time. I now have access to resources I didn't find on my own. Great service provided by thorough professionals! Avia Employment Services Annual Report Richmond Contract # 14 Page 6

9 Celebrating Success On an ongoing basis, the Centre collects stories of success that have occurred throughout the year. Below are a few examples of Participant and Employer successes: Success Story #1 Participant Accounts Receivable Kate first found out about Avia Employment Services while attending the Richmond Library. Prior to coming to Avia Employment Services, Kate had taken 3 years off to care for her family full time. Previous to that Kate had worked for 9 years in accounts receivable at a shipping company. While attending Avia Employment Services, Kate was referred to meet with a case manager as well as attend workshops to assist her in getting back into the work force after having been away for a while. Kate s main concern was with her resume and how to answer some difficult interview questions, especially when asked why there is a gap in her employment history. While working with her case manager and attending the workshops, Kate learnt how to write an effective resume. She found the facilitators, resource coordinator and the case manager to be supportive, patient and friendly. Kate stated that her case manager encouraged her and was patient which assisted her in being positive and gave her more confidence with her job search. Kate had been attending Avia Employment Services for a month and felt that her biggest barrier to gaining employment was not having an effective resume. Kate had been applying for work and was not receiving any feedback from employers. It wasn t until she received some assistance from the workshops, her case manager and the resource coordinator that she started to receive a response from employers inviting her for interviews. After a month of attending Avia Employment Services, Kate gained employment in accounts receivable. Her monthly salary is $2,600 and she states that she is satisfied with her job. This job utilizes Kate s 10 plus year of experience within accounts receivable and is very similar to her previous employment. The only difference is that there is more business involved with this role, which is something new Kate is learning. Success Story #2 Employer Drake International The staff s efforts in promoting our job fairs within their own offices have ensured that each event is as fruitful as possible. We find it much more efficient to go out to a central location to register candidates en masse, rather than forcing them to trek to our downtown location one by one. The support staff at Avia have been very accommodating as well. They go above and beyond to meet and even anticipate our needs, often helping us to fill any gaps we've overlooked. In short, we have found Avia to be an invaluable asset to our business and we will continue to work with them going forward. Avia Employment Services Annual Report Richmond Contract # 14 Page 7