Workforce Solutions STAFF TRAINING CATALOG

Transcription

1 STAFF TRAINING CATALOG

2 DID YOU KNOW? Organizations with strong learning cultures are 46% more likely to be strong innovators in their markets, 33% more likely to report higher customer satisfaction than their competitors, and 58% more likely to be successful at developing the skills needed to meet future customer demands. Copyright Workforce Solutions Version 3.0, 7/31/14 Workforce Solutions is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. Texas Relay Number: (TDD) (voice) Learning Designs, Inc. meets the Criteria for Certification established by the Authorized Provider Commission of the International Association for Continuing Education and Training, th St., NW, Suite 300, Washington DC

3 TABLE OF CONTENTS Courses that Address Functional Competencies Coaching for Better Results... 5 Conducting Customer Interviews... 6 Delivering Effective Workshops... 7 Developing Solutions to Employment Challenges... 8 Educational Services: How Does it REALLY Work?... 9 Effective Recruiting Generating Creative Solutions for Employers...11 Health Services: How Does it REALLY Work? Industrial Construction: How Does it REALLY Work? Labor Market Intelligence: How People REALLY Get Jobs (blended) Managing Self-Help Resources (blended) Motivational Interviewing Basics (blended) Networking: Finding Job Opportunities Through People 17 Oil and Gas: How Does it REALLY Work? Presentation Skills Project Management Rational Decision Making Ready, Set, Go! TWIST Basics Ready, Set, Go! WIT Basics Ready, Set, Go! Working a Job Posting Recognizing and Motivating Employees ] ] Testing and Assessment: Using Data to Develop Employment Plans (blended)

4 The Workforce Solutions Customer Service Process The Workforce Solutions Practicum Series Tracking Customer Services Understanding Family/Domestic Violence Workforce Solutions Financial Aid (blended) Workforce Solutions Supervisory Series Working with Job Ready Customers (blended) Working with Youth Courses that Address Universal Competencies Adapting to Change Basics of Business Writing Conflict Resolution Techniques Effective Problem Solving Excellence in Customer Service Interpersonal Communication Skills New Employee Orientation Personal Accountability Time and Stress Management Working as a Team Working with Diversity: A Competitive Advantage Workplace Violence Prerequisite Matrix Training Paths

5 LEGEND Classroom Instructor-Led Course e elearning Course e Blended Learning Course 3

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7 Courses that Address Functional Competencies COACHING FOR BETTER RESULTS $75/participant This one-day workshop is designed to improve your coaching skills. You will learn a three-step process that can be used to increase employee performance, motivation, and job satisfaction. This interactive workshop includes group discussions, realplays, and a final performance activity that allows participants to apply new knowledge to an actual performance problem in their own department. At the completion of this course, you will be able to: Describe the three major elements of the coaching process Demonstrate effective coaching skills Provide feedback to acknowledge progress and improvement ] ] Develop a coaching plan for improving an actual performance problem 5

8 CONDUCTING CUSTOMER INTERVIEWS No Cost The purpose of this one-day workshop is to improve participants ability to conduct effective customer interviews. Through a series of discussions and practice activities, participants will learn various techniques for gathering information about customer wants and needs. At the completion of this workshop, participants will be able to: Thoroughly prepare for a customer interview. Describe the three phases of an interview. Conduct first-time interviews with customers to gather basic information. Conduct interviews to determine the job readiness of a customer. Conduct interviews to identify additional resources/services a customer may require. Prerequisite: The Workforce Solutions Customer Service Process. This course is a prerequisite for Working with Job Ready Customers, Motivational Interviewing, and Testing and Assessment. 6

9 DELIVERING EFFECTIVE WORKSHOPS No Cost The purpose of this three-day workshop is to provide participants with an understanding of adult learning principles and an introduction to various instructional techniques. Through a series of demonstrations and practice activities, participants will learn to deliver instruction that better meets the needs of both learners and the organization. At the completion of this workshop, participants will be able to: Describe the basic principles of adult learning. Prepare learners for a learning experience. Modify instruction to meet the needs of different learning styles. Demonstrate the ability to process a learning experience. Demonstrate the ability to manage problem behaviors. 7

10 DEVELOPING SOLUTIONS TO EMPLOYMENT CHALLENGES No Cost The purpose of this online course is to provide participants with an understanding of the challenges that may prevent customers from finding and maintaining successful employment. Participants will learn about personal and family situations that can present challenges to employment and how a variety of resources can be used to help customers identify and overcome them. At the completion of the course, participants will be able to: Describe at least five (5) significant challenges to employment. Identify resources available to provide supportive services. Develop customized strategies for overcoming customer challenges. Document customer progress in TWIST. Because this course requires 90 to 120 minutes to complete online, we recommend breaking it into three minute sessions. Prerequisite: Working with Job Ready Customers. e 8

11 EDUCATIONAL SERVICES: HOW DOES IT REALLY WORK? No Cost The purpose of this half-day course is to teach participants how to apply their labor market intelligence to the educational services industry. Texas has continued growth projections for the education industry for degreed and non-degreed occupations. This training will enable you to help your customers make education careers a reality. At the completion of the workshop, participants will be able to: Explain why the educational services industry is important to Texas. Use a variety of resources to identify job opportunities in education. Work with customers to identify skills, abilities, and experiences that apply to occupations in education. Access the hidden job market to increase job placements in the educational services industry. Prerequisite: Labor Market Intelligence: How People Really Get Jobs 9

12 EFFECTIVE RECRUITING No Cost The purpose of this workshop is to provide participants the knowledge and skills required to locate, match, screen, and refer job candidates to employer customers. Participants learn how to use WorkInTexas.com, as well as external sources, to find qualified job seekers. They will also learn the skills necessary to nurture external and internal customer relationships. At the end of this workshop, participants will be able to: Describe the process for filling job postings at Workforce Solutions Demonstrate methods for building and maintaining relationships with internal and external customers. Create and edit job postings in WorkInTexas.com. Use a variety of resources (internal and external) and techniques to fill job postings. Prerequisite: Working with Job Ready Customers 10

13 GENERATING CREATIVE SOLUTIONS FOR EMPLOYERS No Cost This course explains the rationale, mindset, and approaches necessary for managing each employer customer contact to its full potential. The knowledge gained in this course can help participants: Build stronger, more profitable relationships with their customers. Improve their job performance metrics. Give them greater confidence and satisfaction in their job role. After completing this course, participants will be able to: Explain what is expected of Business Consultants at Workforce Solutions Describe the three elements of persuasion and the role they play in a Business Consultant s job. Demonstrate recommended customer service techniques. Describe the importance of effectively listening during customer interactions. Demonstrate effective consulting methods.. 11

14 HEALTH SERVICES: HOW DOES IT REALLY WORK? No Cost This half-day workshop is designed to teach participants how to apply your LMI to the Health Services Industry. Pre-requisite: Labor Market Intelligence: How People REALLY Get Jobs. Health Services is a fast growing industry that creates demand for a variety of related occupations. At the completion of this workshop, participants will be able to: Explain why Health Services is a targeted industry. Use a variety of resources to identify job opportunities in the health services industry. Work with customers to identify skills, abilities, and experience that apply to health services occupations. Access the hidden job market to increase job placements in the health services industry. Prerequisite: Labor Market Intelligence: How People Really Get Jobs 12

15 INDUSTRIAL CONSTRUCTION: HOW DOES IT REALLY WORK? No Cost The purpose of this half-day course is to teach participants how to apply their labor market intelligence to the industrial construction industry. Texas has continued growth projections for construction jobs, and skilled trades offer highly paid careers for area residents. The demand for skilled workers is great and will continue for many years. This training will enable participants to help their customers make industrial construction careers a reality. At the completion of the workshop, participants will be able to: Explain why the industrial construction industry is important to Texas. Use a variety of resources to identify job opportunities in industrial construction. Work with customers to identify skills, abilities, and experiences that apply to occupations in the industrial construction industry. Access the hidden job market to increase job placements in the industrial construction industry. Prerequisite: Labor Market Intelligence: How People Really Get Jobs 13

16 LABOR MARKET INTELLIGENCE: HOW PEOPLE REALLY GET JOBS (BLENDED) No Cost The purpose of this blended learning course is to improve participants Labor Market Intelligence (LMI) their ability to gather insider information about available jobs, especially jobs in the secondary labor market. The more participants expand their access to job opportunities, the more they will be able to make quality job placements. This course is a pre-requisite to Health Services: How Does it REALLY Work? At the completion of the elearning and webinar portions, participants will be able to: Explain how supply and demand affects the labor market. Navigate various databases to find details about occupations. Ask questions to uncover hidden customer strengths and interests. Help customers identify occupations related to their career goals. Access the hidden job market to increase job placements. Blended components: elearning; then synchronous webinar. Prerequisite: The Workforce Solutions Customer Service Process. This course is a prerequisite for Working with Job Ready Customers. e 14

17 MANAGING SELF-HELP RESOURCES (BLENDED) No Cost The purpose of this blended workshop is to teach participants how to create and manage a customer-friendly resource system in the career office. Participants learn about the various resources available to assist customers and how to stock and maintain equipment and supplies. This workshop also prepares participants to assist customers with their resumes and WorkInTexas.com applications. At the completion of the classroom and webianr portions of this workshop, participants will be able to: Conduct first-time interviews with customers to gather basic information. Guide customers through the process of developing a basic resume Use a variety of job search engines. Stock a resource room with appropriate equipment, supplies and materials. Perform basic troubleshooting and maintenance on personal computers. Blended components: Classroom; then synchronous webinar Prerequisite: The Workforce Solutions Customer Service Process e 15

18 MOTIVATIONAL INTERVIEWING BASICS (BLENDED) No Cost The purpose of this blended course is to introduce Motivational Interviewing as a communication strategy for working with customers. Participants learn concepts and techniques to encourage customers to make positive changes that result in employment and self-sufficiency. At the completion of the elearning and practicum portions, participants will be able to: Describe the basic principles of Motivational Interviewing Explain the benefits of OARS communication skills Recognize and elicit change talk List strategies for dealing with customer resistance Blended components: elearning; then classroom Prerequisite: Conducting Customer Interviews Requires minutes to complete elearning. e 16

19 NETWORKING: FINDING JOB OPPORTUNITIES THROUGH PEOPLE $75/participant The purpose of this course is to help staff develop and improve their networking skills. Good networking skills are the key to establishing and maintaing relationships with employers. At the completion of this workshop, participants will be able to: Identify their current level of networking skills. Use at least three different networking techniques to make connections with employers. Establish a professional image with employers. Increase and maintain their employer network. 17

20 OIL AND GAS: HOW DOES IT REALLY WORK? No Cost This half-day workshop is designed to teach participants how to apply their LMI to the Oil and Gas Industry. Pre-requisite: Labor Market Intelligence: How People REALLY Get Jobs. Because Texas is a large provider of energy, the oil and gas industry is very important to the state both in the extraction phase and in the distribution and delivery of services. At the completion of the workshop, participants will be able to: Explain why the oil and gas industry is important to Texas. Use a variety of resources to identify job opportunities in the oil and gas industry. Work with customers to identify skills, abilities, and experience that apply to occupations in the oil and gas industry. Access the hidden job market to increase job placements in the oil and gas industry. Prerequisite: Labor Market Intelligence: How People Really Get Jobs 18

21 PRESENTATION SKILLS $75/participant The purpose of this workshop is to provide staff with skills to develop and deliver effective presentations. Strong presentation skills can enable individuals to deliver a message in a variety of environments, reinforce their message with visual aids, and obtain a higher level of audience comprehension. At the end of this workshop, participants will be able to: Analyze an audience. Analyze a presentation environment. Organize the elements of a presentation. Create and use appropriate visual aids. Deliver an effective presentation. 19

22 PROJECT MANAGEMENT $200/participant This two-day course is designed to provide you with the skills required to plan, organize, direct, and monitor the resources required to achieve a project goal. You will learn the elements of effective project management and the step-by-step guidelines for achieving each element of the process. You also will have opportunities to practice the use of various project tracking techniques. At the completion of this workshop, you will be able to: Identify the elements of effective project management. Describe the role of a project manager. Define the requirements of a project. Plan and monitor the accomplishment of project tasks. Estimate and track project costs. Complete a project to meet a customer s expectations. 20

23 RATIONAL DECISION MAKING $75/participant The purpose of this one-day workshop is to provide you with a rational decision making model that can be applied to various work situations. You also will learn how mental traps and Temperament type affect your ability to make good decisions. At the completion of the course, you will be able to: Define the six steps of a rational decision making model Apply the six-step model to a current work situation Identify mental traps that cause faulty thinking Adapt the decision making model to your personal style 21

24 READY, SET, GO! TWIST BASICS No Cost This hands-on online course introduces you to The Workforce Information System of Texas (TWIST), where customer records are stored. With help from your supervisor, you will learn about: Logging In Navigating Creating a Program Detail Adding Services Adding Counselor Notes Requires minutes to complete. e 22

25 READY, SET, GO! WIT BASICS No Cost This hands-on online course introduces you to WorkInTexas.com (WIT), our state s automated job matching system for employer, job seekers, and staff. It houses work applications/resumes for job seekers and job postings from employers. You can use it to run matches, make job referrals, and add services. With help from your supervisor, you will learn about: Logging In Navigating Completing a Work Application Browsing for Jobs Adding Services Requires minutes to complete. e 23

26 READY, SET, GO! CREATING AND WORKING A JOB POSTING No Cost This hands-on online course is for staff who enter job postings in WorkInTexas.com and for staff who work job postings by locating and referring qualified job candidates to employers. With the help of your supervisor, you will learn how to: Enter a Job Posting Browse for Job Seekers Requires minutes to complete. e 24

27 RECOGNIZING AND MOTIVATING EMPLOYEES $75/participant The purpose of this one-day workshop is to increase your understanding of workplace factors that impact employee motivation. You will learn to apply a variety of techniques that can be used to increase the intrinsic motivation of your employees and provide bottom line results in the organization. At the completion of this course, you will be able to: Increase the impact of motivational factors in your work environment Use rewards and recognition to improve employee performance Provide informative feedback to increase employee commitment Measure and track motivation levels in your department 25

28 TESTING AND ASSESSMENT: USING DATA TO DEVELOP EMPLOYMENT PLANS (BLENDED) No Cost The purpose of this blended workshop is to provide staff with the knowledge and skills to properly administer and interpret customer assessments. They will gain hands-on experience with a number of career-related assessment tools and see how to apply test results to customer employment plans. At the completion of the elearning and classroom portions, participants will be able to: Evaluate the validity and reliability of a test instrument. Identify examples of different types of test instruments. Administer test instruments properly. Interpret test results to provide meaningful guidance to customers. Use assessment results to develop a comprehensive employment plan. Blended components: elearning; then classroom. Prerequisites: The Workforce Solutions Customer Service Process, Conducting Customer Interviews and Ready, Set, Go! TWIST Basics. Requires minutes to complete elearning. e 26

29 THE WORKFORCE SOLUTIONS CUSTOMER SERVICE PROCESS No Cost The purpose of this course is to explain the goals, service delivery process, and levels of service of the Workforce Solutions career office teams At the end of this course, participants will be able to: Describe the Workforce Solutions service delivery process List services provided in a career office Explain the role of each member of the resident service and employer service teams Requires minutes to complete online. This course is a prerequisite for Workforce Solutions Financial Aid, Conducting Customer Interviews, Working with Job Ready Customers, Testing and Assessment, Labor Market Intelligence, and Managing Self-Help Resources. e 27

30 THE WORKFORCE SOLUTIONS PRACTICUM SERIES No Cost A series of sessions intended to provide opportunities for participants to further practice what they learned in class. Participants use scenarios and actual customer records to further their skills in interpersonal communication, apply local Workforce Solutions processes, and enter information into the MIS. Two of the practicums allow for Best Practices sharing. The series topics include: Practicing Awarding Financial Aid Prerequisite: WFS Financial Aid Practicing Job Matching for Quality Referrals Prerequisite: Working with Job Ready Customers - Blended Practicing Interviewing and Assessing a Customer for Expanded Services Prerequisite: Working with Job Ready Customers - Blended Practicing Conducting Orientations Prerequisite: Working with Job Ready Customers - Blended Practicing Writing Counselor Notes Prerequisite: Working with Job Ready Customers - Blended (continued) 28

31 Working a Job Posting Prerequisite: Working with Job Ready Customers or Effective Recruiting Best Practices for Workshop Facilitators Prerequisite: Delivering Effective Workshops Best Practices for Working with Employers Prerequisite: Effective Recruiting or Generating Creative Solutions for Employers Dealing with Criminal Backgrounds Prerequisite: Developing Solutions to Employment Challenges Virtual Interviewing Prerequisite: Working with Job Ready Customers Reviewing Job Search with Customers Prerequisite: Developing Solutions to Employment Challenges 29

32 TRACKING CUSTOMER SERVICES No Cost This three-day workshop is designed to explain participants role as a Program Tracking Specialist in the Workforce Solutions customer service process. It prepares participants to use the Workforce Solutions Management Information System and learn about funding sources that pay for services. At the completion of this workshop, participants will be able to: Implement the process for receiving, entering, and tracking customer service information. Verify eligibility requirements for TANF/Choices and Food Stamp E&T funded services. Enter a work application into WorkInTexas.com Create a Program Detail and track services in TWIST. Obtain and analyze TWIST Web Reports and lists to identify and resolve discrepancies in customer records. Prerequisite: Workforce Solutions Customer Service Process 30

33 UNDERSTANDING FAMILY/ DOMESTIC VIOLENCE No Cost The purpose of this course is to increase participants ability to identify indicators of family/domestic violence and refer victims to appropriate local agencies for assistance. Participants will learn about different types of family/domestic violence, the impact of family/domestic violence on their customers, and the steps for addressing family/domestic violence effectively. At the end of this course, participants will be able to: Define family/domestic violence. Describe three types of family/domestic violence. Recognize indicators of family/domestic violence. Describe the impact of family/domestic violence on customers. Use effective communication skills to discuss family/ domestic violence with customers. Refer victims of family/domestic violence to organizations that can provide appropriate services. Requires 1-2 hours to complete online. e 31

34 WORKFORCE SOLUTIONS FINANCIAL AID (BLENDED) No Cost This blended learning course is designed to introduce the process for providing financial aid for education, training, and support services. The training includes information about accessing financial aid from a variety of funding sources and tracking customer progress in various components of the Workforce Solutions MIS. Participants will also learn how to establish eligibility for financial aid for scholarships and child care. At the completion of the elearning and classroom portions, participants will be able to: Assist customers in accessing a wide variety of financial resources that can be used for education/training. Interview customers to help develop an education/training plan. Work with customers to develop a financial aid package List eligibility requirements for receiving financial aid for education, training, and support services. Commit funds and create a voucher/payment request in FAMS. Distinguish between families eligible for immediate child care and families to be placed on the wait list. Outline the process for starting, stopping, changing, and continuing child care. Document customer information in TWIST, FAMS, and CCSD. Prerequisites: Conducting Customer Interviews, Labor Market Intelligence, Ready, Set Go!, TWIST Basics Requires 1-2 hours to complete elearning. e 32

35 WORKFORCE SOLUTIONS SUPERVISOR SERIES $700/participant A seven-part curriculum customized for Workforce Solutions managers and supervisors. Participants meet every Thursday for seven weeks. Topics include: Personal Style Interpersonal Communication Skills Managing Across Generations Team Skills Problem Solving Coaching On-the-Job Training Sexual Harassment Working with Diversity Time and Stress Management Leadership Performance Appraisals 33

36 WORKING WITH JOB READY CUSTOMERS (BLENDED) No Cost The purpose of this blended learning workshop is to increase participants understanding of what job ready customers need to assist them in their job search. Participants will learn what employers expect when they ask for job candidates and how to use a variety of tools to help prepare job seekers to look for work. At the completion of the elearning and classroom portions, participants will be able to: Assess the job search and employment readiness of customers. Address and develop solutions to job search impediments. Use job posting criteria and resident customer qualifications to ensure quality referrals. Use WorkInTexas.com to enter work applications and browse job postings for customer referrals. Record customer information in TWIST. Conduct orientations. Blended components: elearning; then classroom. Prerequisites: The Workforce Solutions Customer Service Process, Conducting Customer Interviews, Labor Market Intelligence (blended), Ready, Set, Go! TWIST Basics, and Ready, Set, Go! WIT Basics. Requires minutes to complete elearning. e 34

37 WORKING WITH YOUTH No Cost This course introduces participants to the process for working with youth who come to Workforce Solutions for services. Participants will learn how to determine eligibility for services as specified by Workforce Solutions policies and procedures. They will be introduced to various assessment tools, including the Test of Adult Basic Education (TABE). They will also learn how to create and update electronic records in TWIST. At the end of this four-day workshop, participants will be able to: List youth services Explain the purpose of assessment Develop an individual service strategy Determine whether a customer is eligible to be tagged as WIA Youth Create a customer record in TWIST Prerequisites: Workforce Solutions Customer Service Process, Ready, Set, Go! TWIST Basics, Ready, Set, Go! WIT Basics 35

38 Courses that Address Universal Competencies ADAPTING TO CHANGE $75/participant The purpose of this one-day workshop is to increase your understanding of the ways in which change impacts people in an organization. You will see how your reaction to change depends on the beliefs you hold and how you can adapt your behavior to manage change more effectively. At the completion of this workshop, you will be able to: Identify personal behaviors that indicate resistance to change. Identify old beliefs that make it difficult to adapt to change. Apply techniques for adapting to change more effectively. 36

39 BASICS OF BUSINESS WRITING $135/participant This two-day workshop is designed to increase your ability to communicate in writing. Through a series of discussions and activities, you will learn to plan, write, and edit work documents to improve communication and productivity. At the completion of this course, you will be able to: Identify common writing errors. Use a five-step process to create business documents. Write documents that reflect the appropriate tone and style Edit writing for grammar, punctuation, and spelling. 37

40 CONFLICT RESOLUTION TECHNIQUES $75/participant This one-day workshop is designed to provide you with the knowledge and skills required to resolve interpersonal conflict effectively, using a variety of interest-based techniques. You will also learn how to adapt these techniques to meet the needs of different situations and personality styles. At the completion of this workshop, you will be able to: Identify your preferred conflict resolution style. Adapt your style to meet the needs of various situations. Adapt your style to meet the needs of different personalities. ] ] Apply constructive confrontation to resolve conflict effectively. 38

41 EFFECTIVE PROBLEM SOLVING $75/participant This one-day workshop focuses on the three most important elements of effective problem solving: clarifying the problem, identifying the root cause of the problem, and verifying the problem solution. You are provided with models, tools, and techniques that enable you to address problem situations from a systems perspective. A variety of practice activities allow you to apply techniques for implementing each step of the problem solving process. At the completion of this workshop, you will be able to: Apply a given model to clarify a problem, identify the root cause of a problem, and verify the problem solution. Use problem-solving tools such as fishbone diagrams, histograms, and Pareto charts. Document and share lessons learned. 39

42 EXCELLENCE IN CUSTOMER SERVICE $50/participant The purpose of this half-day workshop is to provide you with skills for improving your customer relationships, whether your interactions are face-to-face or over the telephone. Through interactive discussions and activities, you will learn techniques that can be applied every day. You ll also be able to manage special problems in a way that satisfies the customer and ensures an ongoing relationship with your organization. At the end of this workshop, you will be able to: Identify the customers of your department. Respond to customers in a professional manner. Use problem solving to satisfy customer needs. Use active listening to diffuse anger and manage upset customers. Turn customer complaints into relationship opportunities. 40

43 INTERPERSONAL COMMUNICATION SKILLS $135/participant This two-day workshop is designed to provide you with the knowledge and skills required to communicate effectively. The course provides an overview of the communication process, including speaking, listening, and nonverbal communication. It also includes strategies for managing challenging communication situations such as conflict, criticism, and feedback. The workshop is highly interactive and requires participants to practice each skill in activities and role play situations. At the completion of this workshop, you will be able to: Identify your personal (preferred) communication style. Adapt your communication style to meet the needs of a listener. Demonstrate good listening skills. Deliver verbal messages positively and directly. ] ] Use effective interpersonal skills to enhance work relationships. 41

44 NEW EMPLOYEE ORIENTATION No Cost The purpose of this online training is to provide participants with a basic overview of the Workforce Solutions system in the Gulf Coast board area. At the completion of this workshop, participants will be able to: Explain the structure of the Workforce Solutions system. State the vision, mission, and core values of Workforce Solutions. Identify the services provided by Workforce Solutions. Requires minutes to complete online. e 42

45 PERSONAL ACCOUNTABILITY $50/participant The purpose of this half-day workshop is to increase your understanding of personal accountability and its impact on your organization. You will learn how to clarify and prioritize work responsibilities, eliminate time wasters in your environment, and stop the blame game in your work area/department. At the completion of this workshop, you will be able to: Define personal accountability. Clarify and prioritize your work responsibilities. Identify and eliminate time wasters. Ask questions that focus on personal accountability. Take responsibility for your own actions. 43

46 TIME AND STRESS MANAGEMENT $75/participant The purpose of this one-day workshop is to provide you with a variety of techniques that can be used to effectively manage the daily effects of stress. During the workshop, you will have an opportunity to assess the sources and effects of stress in your own life and to practice both thought-focused and body-focused strategies for reducing your personal stress level. You also will learn techniques to gain better control of your time to be more effective at work. At the completion of this module, you will be able to: Identify major sources of personal stress. Describe the potential effects of dysfunctional stress. Use thought and body-focused techniques to reduce personal stress. Identify and eliminate personal time wasters. Prioritize tasks to better achieve your goals. Identify and respond to the warning signs of dysfunctional stress. ] ] Develop an action plan to incorporate time and stress management as a part of daily life. 44

47 WORKING AS A TEAM $135/participant The purpose of this workshop is to improve your ability to work more effectively in teams. You will learn about the natural stages of team development and the team roles that must be fulfilled to achieve high performance. You also will see how simple management tools can be used to monitor and evaluate team performance. At the completion of this workshop, you will be able to: Identify your strengths and weaknesses as a team member. Apply principles of group dynamics to build an effective team. Assign task and relationship roles based on team strengths. Set and monitor team goals. Resolve team conflicts effectively. 45

48 WORKING WITH DIVERSITY: A COMPETITIVE ADVANTAGE $50/participant This half-day workshop is designed to increase your understanding of our increasingly diverse population and how it affects the workplace. The workshop includes information about the characteristics which make us different, as well as the effects of those differences on our language, business practices, and society in general. Through a series of skill building activities, you will learn to work with individuals who perceive the world in different ways. You also will see how effective communication can increase your ability to use diversity as an advantage. At the completion of this workshop, you will be able to: Define diversity. Identify characteristics that make an individual unique. Describe the values and beliefs on your own culture. Adapt your behaviors to demonstrate respect for other cultures. ] ] Use effective communication techniques to improve working relationships. 46

49 WORKPLACE VIOLENCE $75/participant The purpose of this workshop is to provide you with information about situations in the home and in the work environment that may trigger violent employee behavior. You will learn techniques for diffusing violent behaviors, responding to workplace violence that has occurred, and dealing with employees who are affected by post-traumatic reactions. At the completion of this workshop, you will be able to: Identify behaviors that may indicate a tendency to behave violently. Describe an environment that may trigger violent actions. Apply techniques for diffusing violent behaviors Respond to employees affected by workplace violence. Develop standards for return to work following a workplace incident. ] ] Describe three potential triggers of post-traumatic stress and when/how to intervene. 47

50 Workforce Solutions NWI Course Prerequisite Information 48

51 Recommended Professional Development Training for Workforce Solutions Staff All employees should take the following training within the first 90 days of employment: The organization s internal new employee orientation The organization s mandated training, including EEO Awareness, Diversity, and Sexual Harassment policy training TWC s mandated training, including Fraud Prevention and Detection, Security Awareness for all staff; and mandatory training for TWC employees only (online) Understanding Domestic and Family Violence (online) Workforce Solutions New Employee Orientation Gulf Coast (online) Workforce Solutions Customer Service Process (online) Personal Accountability Interpersonal Communication Skills Basic Business Writing 49

52 Training Paths by Job Title (to be completed within the first year of employment) Job Title Business Consultant Business Consultants provide quality customer service to businesses and the economic development community through the marketing and delivery of a vast array of products available from the Workforce Solutions system. They use their knowledge of Workforce Solutions resources to sell services that help business customers meet their human resource needs. They follow up with employers to ensure their needs are met. Business Consultants work with employers, Chambers of Commerce, Business/Trade Associations, and Economic Development Associations. Their internal relationships include Career Office Managers, Supervisors, Staffing Specialists, Employment Counselors, Business Consultants, ESD Central Staff and Management. Business Representative Business Representatives create online job postings, research and fulfill labor market information requests, and provide technical assistance on the WorkInTexas.com database. They work closely with employers, Business Consultants, and Staffing Specialists to ensure job postings are accurate and attract qualified candidates. The primary focus is to provide high-end service by listening to what the customer wants and needs, responding appropriately and delivering the requested service to the customer s satisfaction. Almost all of this work is done over the telephone and through and fax communication. Courses in Recommended Order Functional Ready, Set, Go! WIT Basics Generating Creative Solutions for Employers Effective Recruiting Networking Best Practices for Working with Employers Labor Market Intelligence Industry courses Working with Job Ready Customers (elearning only) Dealing with Criminal Backgrounds practicum Job Matching for Quality Referrals practicum Universal Excellence in Customer Service Working as a Team Time and Stress Management Functional Ready, Set, Go! WIT Basics Effective Recruiting Best Practices for Working with Employers Labor Market Intelligence Industry courses Universal Excellence in Customer Service Working as a Team Time and Stress Management Date Completed 50

53 Job Title Employment Counselor Employment Counselors work primarily with people who are looking for work. They provide professional advice to customers who want job search guidance, career advice, or placement. They also help customers access other services, including Workforce Solutions financial aid. Employment Counselors occasionally work directly with employers. They work with all staff in a career office, but particularly Greeters, other Employment Counselors, Personal Service Representatives, Financial Aid Specialists and Staffing Specialists. Employment Counselors also have contact with Business Consultants and Business Representatives. Financial Aid Specialist Financial Aid Specialists provide professional advice to customers about how to get financial aid to help build a career. They promptly answer a variety of questions about financial aid and build financial aid packages (that may or may not include Workforce Solutions dollars). Financial Aid Specialists make it easy for customers to apply for financial aid, and they process applications in a timely manner. They also troubleshoot problems and follow through to make sure customers are satisfied. They may also administer and interpret a variety of assessments. Financial Aid Specialists work closely with Personal Service Representatives and other RSD staff. They also work with the Financial Aid Payment Office. Courses in Recommended Order Functional Ready, Set, Go! WIT and TWIST Basics Workforce Solutions Job Search Skills Seminar Conducting Customer Interviews Labor Market Intelligence Working with Job Ready Customers Job Matching for Quality Referrals practicum Counselor Notes practicum Conducting Orientations practicum Dealing with Criminal Backgrounds practicum Working a Job Posting practicum Managing Self-Help Resources Industry courses Networking Universal Excellence in Customer Service Effective Problem Solving Conflict Resolution Techniques Working as a Team Time and Stress Management Functional Ready, Set, Go! TWIST and WIT Basics Conducting Customer Interviews Workforce Solutions Financial Aid Workforce Solutions Job Search Skills Seminar Counselor Notes practicum Testing and Assessment Labor Market Intelligence Working with Job Ready Customers Industry courses Universal Excellence in Customer Service Effective Problem Solving Working as a Team Time and Stress Management Date Completed 51

54 Job Title Greeter Greeters provide a friendly greeting and suggest the best route for a customer to get desired service based on a short conversation with each customer. They understand entire office operations sufficiently to direct customers appropriately; they may summarize Workforce Solutions services to customers who ask what we do, offer a work application and encourage its completion when appropriate. They check for previous work registration or other service and update MIS systems. Greeters also provide information about community resources and may provide job search assistance including direct referral to jobs in Workforce Solutions database. They record those referrals properly and assure that needed materials are available to the public near the office entry. Managers Managers are experienced human resources professionals who create and maintain a positive work environment that allows staff to be successful in providing quality service to customers. They plan, organize and lead the office operation so that staff knows what is expected of them and have adequate resources to do good work. They make sure the office staff provide good service for customers and treat customers professionally and courteously. Depending on the operation, managers have relationships with employers near their office, community leaders (including local government leaders), child care providers, area schools, partner and other community organizations. They supervise several or more office staff directly and have direct or indirect relationships with all supervisors and line staff in the office. Managers develop ongoing relationships with other managers in the region, including those managers employed by different career office contractors, Employer Service, the Financial Aid Payment Office, and board staff. These relationships are in addition to the formal reporting requirements and relationships a manager develops inside his or her contractor organization. Courses in Recommended Order Functional Ready, Set, Go! WIT and TWIST Basics Workforce Solutions Job Search Skills Seminar Conducting Customer Interviews Labor Market Intelligence Working with Job Ready Customers Job Matching for Quality Referrals practicum Dealing with Criminal Backgrounds Universal Excellence in Customer Service Conflict Resolution Techniques Working as a Team Time and Stress Management Functional Workforce Solutions Supervisor Series All courses required of supervised staff Presentation Skills Project Management Workforce Solutions Reports Universal All courses required of supervised staff Workplace Violence Date Completed 52

55 Job Title Personal Service Representative Personal Service Representatives help residents get a job, keep a job or get a better job. They guide customers in identifying work and career goals; plan, arrange, and manage Workforce Solutions service and other community services to help customers reach their goals. They know when to test and how to use tests as an assessment tool. They help customers with financial planning and identifying jobs that provide experience leading to a better job. Personal Service Representatives maintain close contact with customers to help them through each step toward their goals, and they report progress and outcomes in the appropriate MIS. They may also administer and interpret a variety of assessments. Personal Service Representatives work with all career office staff, but they have a particular need to work well with Employment Counselors and Financial Aid Specialists. They may also work with Staffing Specialists, Business Consultants, and Labor Market Analysts. Program Tracking Specialist The Program Tracking Specialist plays an integral role on the office team. This staff person handles the necessary tracking of customer services and activities allowing other staff to concentrate on providing the best services possible to customers. Courses in Recommended Order Functional Ready, Set, Go! TWIST and WIT Basics Workforce Solutions Job Search Skills Seminar Conducting Customer Interviews Labor Market Intelligence Working with Job Ready Customers Developing Solutions to Employment Challenges Testing and Assessment Managing Self-Help Resources Motivational Interviewing Counselor Notes practicum Conducting Orientations practicum Dealing with Criminal Backgrounds practicum Job Matching for Quality Referrals practicum Industry courses Universal Excellence in Customer Service Effective Problem Solving Conflict Resolution Techniques Working as a Team Time and Stress Management Functional Ready, Set, Go! TWIST Basics Tracking Customer Services Universal Working as a Team Effective Problem Solving Conflict Resolution Techniques Time and Stress Management Date Completed 53

56 Job Title Resource Specialist Resource Specialists introduce residents to Workforce Solutions self-help resources. They help people use Workforce Solutions computers and other resources. They might suggest talking to another Workforce Solutions staff member, or using staff assisted resources such as workshops, to help the customer get a job, keep a job or get a better job. Resource Specialists work primarily with residents using the Workforce Solutions Resource Area. Inside Workforce Solutions, a Resource Specialist works with all staff in a career office, but particularly Employment Counselors, Personal Service Representatives, and Financial Aid Specialists. Staffing Specialist Staffing Specialists work with employers and the Workforce Solutions system to prescreen and refer qualified candidates to fill job openings. They use a variety of methods to locate skilled job seekers to fill positions. They assess employer needs and follow up to ensure those needs are met. Staffing Specialists work with employers, Business/Trade Associations, Community Colleges, Universities, Technical Schools, resident and candidate customers. They must work closely with Workforce Solutions office managers and supervisors, other Staffing Specialists, ESD staff, Employment Counselors, Personal Service Representatives, Financial Aid Specialists, and Greeters. Courses in Recommended Order Functional Ready, Set, Go! WIT Basics Workforce Solutions Job Search Skills Seminar Conducting Customer Interviews Managing Self-Help Resources Labor Market Intelligence Working with Job Ready Customers Dealing with Criminal Backgrounds practicum Job Matching for Quality Referrals practicum Industry courses Universal Excellence in Customer Service Conflict Resolution Techniques Working as a Team Time and Stress Management Functional Ready, Set, Go! WIT Basics Effective Recruiting Conducting Customer Interviews Labor Market Intelligence Working with Job Ready Customers Working a Job Posting practicum Job Matching for Quality Referrals practicum Dealing with Criminal Backgrounds practicum Networking Generating Creative Solutions for Employers Best Practices for Working with Employers Industry courses Universal Excellence in Customer Service Working as a Team Time and Stress Management Date Completed 54

57 Job Title Supervisor/Team Leader The career office supervisor works as a partner with the office manager to oversee office staff and ensure the office s activities align with the Workforce Solutions mission. They lead, coach, mentor and monitor staff to ensure they are properly trained in Workforce Solutions policies and procedures and carry out assigned work. They create an office environment in which staff are focused on individualized and quality customer service. Career office supervisors oversee the work of several office staff directly and have direct or indirect relationships with the office manager, other office supervisors, and line staff who report to other supervisors. They also work cooperatively with any Staffing Specialists, Business Consultants or Employer Service Regional Managers located in the office as well as staff from the Texas Veteran s Commission and other organizations offering staff service through the career office. They may also serve on workgroups and manage special projects and assignments. Workshop Facilitator Workshop Facilitators deliver job search and business seminars throughout the career offices and the Gulf Coast region. They assist customers by writing resumes, practicing interviewing; planning job search, and other employment-related activities. They help market Workforce Solutions services outside of the career office network. They deliver workshops and seminars in the career offices, libraries, schools, churches, companies, and at numerous public and private events. They may specialize in working within a specific industry, such as Aerospace. Workshop Facilitators may be members of a cross-contractor regional facilitator team. They also work closely with Employment Counselors and Personal Service Representatives in joint efforts to prepare customers for job search and employment. Courses in Recommended Order Functional Workforce Solutions Supervisor Series All courses required of supervised staff Presentation Skills Project Management Workforce Solutions Reports Universal All courses required of supervised staff Workplace Violence Functional Ready, Set, Go! WIT Basics Conducting Customer Interviews Delivering Effective Workshops Best Practices for Facilitators Labor Market Intelligence Managing Self-Help Resources Counselor Notes practicum Dealing with Criminal Backgrounds practicum Industry courses Universal Excellence in Customer Service Working as a Team Time and Stress Management Date Completed 55

58 NOTES 56

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60 National Workforce Institute 3401 Louisiana Street, Suite 220 Houston, TX Ph: 832/ Fax: 832/