Employment Ontario Information System (EOIS) Case Management System

Transcription

1 Employment Ontario Information System (EOIS) Case Management System Service Provider User Guide: Reporting Employment Service All Data (Site Level) RI #15A, Service plan #15B, Employer Placement #15C, Outcomes #15D Version 1.9 September 2017

2 Table of Contents Employment Service All Data (Site Level) RI #15A, Service plan #15B, Employer Placement #15C, Outcomes #15D... 1 Document History... 4 Employment Service (ES) All Data Resource and Information Report 15A... 5 Description... 5 Access... 5 Format, Schedule and Retention... 5 Data Filtering... 5 Data Sources... 5 ES All Data Service Plan / Profile Report # 15B... 7 Description... 7 Access... 7 Format, Schedule and Retention... 7 Data Filtering... 7 Data Sources... 7 ES All Data Employer / Placement Report # 15C Description Access Format, Schedule and Retention Data Filtering Data Sources ES All Data Outcomes / Follow-ups Report # 15D Description Access Format, Schedule and Retention Data Filtering Data Sources Appendix Detailed Column Descriptions Release 17.3 Version The Queen s Printer Page 2 of 24

3 RI Report 15A Service Plan / Profile Report 15B Expenditure Service Plan / Profile Report 15B Service Coordination Employer Placement Report 15C Outcomes Follow-ups Report 15D Descriptions Release 17.3 Version The Queen s Printer Page 3 of 24

4 Document History Version # Date Description 1.0 February July December 2011 Initial version following the launch of EOIS-CaMS Reports Release 1.3 Excludes deleted information sessions with a status of cancelled. Added service plan section 15B Version for 2.1 release additions to existing text for 15B and addition of 15C and 15D 1.3 May 2012 Style guide revisions for Release October September 2013 Addition of Deaf blind column to 15B, exclude cancelled employment history records from 15D New row for YEF- Lifeskills for Youth Information Sessions on report 15A. Adjustment to follow-up response rate, and satisfaction response rate on report 15D 1.6 July 2014 Updates to reflect new Release 4.0 user interface. 1.7 December 2015 Update to format and readability 1.8 June 2016 Updates to reflect Release September 2017 Update to reflect Release 17.3 Change to report retention period Release 17.3 Version The Queen s Printer Page 4 of 24

5 Employment Service (ES) All Data Resource and Information Report 15A Description This report shows all Resource and Information (R&I) data by service delivery site. Provincial and regional roll up reports are also available under the Rollup Reports section of the EOIS Service Provider Reporting Website. Access This report is available to all service provider and ministry report users. Format, Schedule and Retention This report is produced in letter, landscape, PDF format. It will be available to users the first Monday of the month and a total of 121 months of reports are retained. Data Filtering All R&I data entered by service providers ( Participation and Customer Satisfaction data), where the month and year falls within the fiscal year. Includes all information sessions where the start date falls within the fiscal year. Data Sources The information in this report is drawn from the three links within the Aggregate Data tab ( Participation, Customer Satisfaction, and Information Sessions ) on the Service Delivery Site Home page. Monthly Service Provider Data Monthly Service Provider Data ( Number of Individuals Participating served by RI, Number of Employers Participating served by RI) is drawn from the Participation page within the Aggregate Data tab Customer Satisfaction Customer Satisfaction information (Event Participation, R&I Individuals, R&I Employers columns) is drawn from the Customer Satisfaction page, within the Aggregate Data tab. Release 17.3 Version The Queen s Printer Page 5 of 24

6 Calculation The RI Event Participation column (rows Rating 1 Rating 5) is a sum of all ratings from 1 5 from the Participation page, Number of Individuals Served and Number of Employers Served fields. The RI Individuals column (rows Rating 1 Rating 5) is a sum of all ratings from the Participation page, Number of Individuals Served field. The RI Employers column (rows Rating 1 Rating 5) is a sum of all ratings from the Participation page, Number of Employers Served field. The Total Response row is a sum of Ratings 1-5. The Satisfied row is a sum of Ratings 4-5. The Response Rate row is the total number of responses to Customer Satisfaction divided by the Total Response column (Total Responses / RI Event Participant or RI Individuals or RI Employers). Number of Information Sessions by Type & Audience Number of Information Sessions by Audience and Type information is drawn from the Information Session page. This information is based on the Information Sessions From Date and, as a result, this information will not necessarily equal the RI information contained within Report 11. Numbers for Information Sessions with a status of Cancelled are excluded. Calculation The Number of Sessions column is a sum of all of that particular information session (i.e. number of Apprenticeship orientation sessions held, number of Career Planning sessions held, etc.). This column also calculates the percentage of the total R&I sessions (for example, number of Apprenticeship orientation sessions / number of all R&I sessions). The Number of Attendees column is the sum of the number of clients that attended the total of these sessions (i.e. the total number of clients who attended the Apprenticeship orientation sessions, number of clients who attended the Career Planning sessions, etc.). The Total All Audiences section is a sum of all information sessions regardless of audience type (where audience is identified as Newcomers, Students, etc.) followed by a section for each audience type. Release 17.3 Version The Queen s Printer Page 6 of 24

7 ES All Data Service Plan / Profile Report # 15B Description This report summarizes all ES Participant Profile, Referrals and Financial data based on service plan Start Date for each service delivery site. All sections of this report, with the exception of the Expenditure section, are based on the Start Date of the service plan. If a client has more than one service plan in the report period, then they are counted for each service plan. Provincial and regional roll up reports are also available under the Rollups section of the EOIS Service Provider Reporting website. Access This report is available to all service provider and Ministry of Training, Colleges and Universities (MTCU) report users. Format, Schedule and Retention This report is produced in letter, landscape, PDF format. It is available to users the first Monday of each month and a total of 121 months of reports are retained. Data Filtering ES service plans that have a Start Date during the reporting period. Closed service plans are included if they have a Start Date during the reporting period, do not have a Closure Reason of Opened in Error. Plan items are included if they have an Outcome other than Cancelled. Data Sources The information in this report is drawn from three main sources: Service Plan The first section of this report is called the Service Plan (Intake, Referrals, Expenditures and Service Coordination sections). The information is drawn from the Service Plan page for Referrals, Plan Content page for Expenditures and Service Coordination and Client Summary page for Client Summary profile information. Release 17.3 Version The Queen s Printer Page 7 of 24

8 Participant Profile Participant Profile information is drawn from the Person and Client Summary pages. Participant Profile While titled the same as the previous section, this section refers to client Employment History and is drawn from the Employment page, National Occupation Classification (NOC) Code field of the client s last employment (the most recent Employment History record with a start date earlier than the start date of the service plan). Employment Records that have a status of Cancelled are excluded from the report. Column Descriptions The following filters are used for each report column. Participant Category Rules Service plan has a sub-goal of Job Search that has a plan item in the status of In Progress or Completed Service plan has a sub-goal of Job Retention that has a plan item in the status of In Progress or Completed Service plan has a sub-goal of Job Matching, Placements and Incentives and has a plan item that is either Placement with Incentive or Placement without Incentive that has a status of In Progress or Completed Participant Category of service plan is Job Search and/or Job Retention and/or Job Placement. Participant Category of service plan is not categorized as Job Search, Job Retention or Job Placement categories. Participant Category Job Search Job Retention Job Placement All Assisted Participants Unassisted Participants A service plan can appear in more than one client category and, as a result, the All Participants category will not necessarily be the sum of the Job Search, Job Placement and Job Retention categories. In the example below, this client is categorized as belonging to All Assisted Participants, Job Search and Job Placement. The Job Placement field shows that the client has a Placement with Incentive plan item with a status of In Progress (see the two screen shots below). Release 17.3 Version The Queen s Printer Page 8 of 24

9 Intake Section Intake is based on the Start Date of the service plan. If a client has more than one service plan in the report period, then they are counted for each service plan. Number of Assisted Service Participants Returning to Service Section Number of Assisted Service Participants Returning to Service is based on Participants that have returned for assisted service to the same Service Delivery Site within the last 90 days. The 90 day threshold is based on the closed date of the initial service plan and the start date of the new service plan. Referral Section The Referral section is based on sub-goals selected for Referral to Ministry Delivered Programs ( Fee Payer, Job Creation Partnership, Second Career and Self Employment ), Referral to Other Programs and Services, Referral Out to Other Community Resources and the Referred In field. Referral to Ministry Delivered Programs is drawn from the Select Sub-Goal Type page. Referral to Other Programs and Services and/or Referral Out to Other Community Resources is drawn from the Select Sub-Goal Type page, Referrals to Other Programs and Services sub-goal. Once selected, the system will automatically go to the Select Sub-Goal page. Referred In is drawn from the Create Service Plan page. Note: The same data filter for Referred In is also used for Referred Out. The sub-goal must have an associated plan item with the status of In Progress or Completed. Expenditure Section The Expenditure section is based on the estimated and actual costs of support type and incentive type plan items. Commitments are based on Estimated Cost, and expenditures on the Actual Cost. As this section is based on service plan Start Date, averages will be more accurate as the fiscal year progresses. The information in this section of the report will differ from the performance report expenditures as performance reports are based on closed service plans. Averages are based on the expenditure amount divided by the number of unique clients associated with the financial figures that are noted on the report beside applicable dollar amounts. Release 17.3 Version The Queen s Printer Page 9 of 24

10 All of the expenditure calculations also require that the plan item status is In Progress or Completed. For specific expenditure data sources, please see the chart in the Appendix at the end of this document, keeping in mind the business rules for each of the four columns. Service Coordination Section The Service Coordination section of this report shows referrals that contribute to performance indicators ( Referred In from Other Organizations, Referred Out Registered for education/training to complete high school or equivalent, Referred Out Registered/participating in training and Referred Out Registered or confirmed receiving services with other community resources that support employability ) and are based on service plan Start Date. These figures will not match performance reports as the performance reports are based on closed service plans. Indicators that will apply to performance reports when the service plan is closed are designated with a leading number; this number corresponds to the applicable section on the performance report. Please review the list in the Appendix for the mappings for Employment Ontario and Non Employment Ontario Referred In indicators. Participant Profile Section The Participant Profile section is based on information from the Person Registration page, Client Summary page (based on the start date of the service plan) and the Employment page, NOC code field. The NOC code that is displayed is based on the employment record where the From Date is before the service plan start date. If there are two records that have a From Date prior to the service plan start date, the most recent record is used. If no relevant employment records are found, it is excluded from the NOC section of the report. Totals for information that is not mandatory in CaMS may not match the overall assisted service intake. The information in this section will differ from performance reports as performance reports are based on closed service plans. Indicators that apply to performance reports are designated with a leading number; this number corresponds to the applicable section on the performance report. Release 17.3 Version The Queen s Printer Page 10 of 24

11 ES All Data Employer / Placement Report # 15C Description This report shows all year-to-date ES service plan placements and related employer data. Provincial and regional roll up reports are also available under the Rollups Reports section on the EOIS Service Provider Reporting website. Access This report is available to all service provider and MTCU users. Format, Schedule and Retention This report is produced in letter, landscape, PDF format. It is available to users the first Monday of each month and a total of 121 months of reports are retained. Data Filtering ES service plans that have a Start Date during the reporting period. Closed service plans are included if they have a start date during the reporting period and do not have a Closure Reason of Opened in Error. All service plans must contain a Placement with Incentive or Placement without Incentive plan item with a status of In Progress or Completed. Data Sources The information in this report is drawn from the three main sources: Placement Profile Within the Service Plan pages, data is drawn from the Placement Occupation (NOC), Number of Placements and Participants fields. From the Employment page, data is drawn from Average Wage and Placement Type field. Employer Profile Data such as Placement Industry (NAICS), Type of Business, Employer Business Size and Employer Sector is drawn from the Employer page. Release 17.3 Version The Queen s Printer Page 11 of 24

12 Placement Profile Section For the entire Placement Profile section, corresponding employment history records are associated with job placement plan items based on the following date criteria: the employment record From Date is after or equal to plan item s Actual Start Date the employment record To Date is blank or after or equal to plan item s Actual End Date The total Number of Participants is based upon the number of service plans in the system by category. The Number of Placements is based upon the number of Job Placement with/without Incentive Plan Items in the system by category. The Number of Placements with Employment History is based upon the number of Job Placement with/without Incentive Plan Items in the system, and their corresponding employment history records. This information is displayed based upon corresponding start and end dates. If there are multiple employment records that qualify, then the most recent record is used. The following four rows are averages of the corresponding CaMS fields ( Placement wage earned/hour, Number of placements/participant, Duration of placement (weeks) and Incentive expended per participant ). The sections titled Placement Hours per week and Placement Type are based upon the number of Job Placement items with/without Incentive Plan Items in the system, and their corresponding employment history records. This information is displayed based upon corresponding start and end dates. If there are multiple employment records that qualify, then the most recent record is used. The Placement Occupation is based on the NOC code drawn from the Plan Item page and the Placement Industry is based on the NAICS code drawn from the Employment page. Employer Profile Section The Employer Profile Section includes the type of business, business size and employer sector of unique employers with affiliated placements with or without incentive. See the Appendix for a more detailed description and calculations. Release 17.3 Version The Queen s Printer Page 12 of 24

13 ES All Data Outcomes / Follow-ups Report # 15D Description This report shows all year-to-date closed Employment Service (ES) service plan outcomes based on follow-up timeframe (close, 3 month, 6 month, and 12 month). Provincial and regional roll up reports are also available under the Rollup Reports section of the EOIS Service Provider Reporting Website. Access This report is available to all service provider and MTCU users. Format, Schedule and Retention This report is produced in letter, landscape, PDF format. It is available to users the first Monday of each month and a total of 121 months of reports are retained. Data Filtering Closed ES service plans that have a Job Search, Job Matching, Placements and Incentives or Job Retention sub-goal with a status of In Progress or Completed and have a follow-up Review as detailed below are included in the report. Service plans that are closed with a closure reason of Opened in Error are excluded from the report. Release 17.3 Version The Queen s Printer Page 13 of 24

14 Column Descriptions The following filters are used for each report column. Participant Category Rules Service plan has a sub-goal of Job Search that has a plan item in the status of In Progress or Completed Service plan has a sub-goal of Job Retention that has a plan item in the status of In Progress or Completed Service plan has a sub-goal of Job Matching, Placements and Incentives and has a plan item that is either Placement with Incentive or Placement without Incentive that has a status of In Progress or Completed Participant Category of service plan is Job Search and/or Job Retention and/or Job Placement. Participant Category Job Search Job Retention Job Placement All Assisted Participants A service plan can appear in more than one client category and, as a result, the All Participants category will not necessarily be the sum of the Job Search, Job Placement and Job Retention categories. Assisted Service Participant Outcomes at Close Includes closed ES service plans whose closure date is within the report period. Assisted Service Participant Outcomes at 3 Month, at 6 Month, at 12 Month Three-month case review section includes Outcomes at 3 months where the actual end date is in the report period. Six-month case review section includes Outcomes at 6 months where the actual end date is in the report period. Twelve-month case review section includes Outcomes at 12 months where the actual end date is in the report period. Follow-up reviews with a closure reason of Opened in Error are excluded from the report. Release 17.3 Version The Queen s Printer Page 14 of 24

15 Data Sources The information in this report is drawn from Service Plans, Plan Item, View Review and Employment pages of CaMS. The following sections are repeated for close, 3 month, 6 month and 12 month follow-ups. Completions Section This section shows has the total closures reasons, completions, non-completions and then a breakout list of the various non-completion reasons. The percentage for completions and noncompletions is based upon the total closure reasons. The percentage for the breakout list is based upon non-completions. These are further broken out by Participant Category. Outcomes Section This section shows has the total outcomes, Employed, Training/Education and Other outcomes. The Employed sub-section has Employed total (further broken down by employed full-time and employed part-time ), self-employed, both employed and in education, both employed and in training, employed apprentice, employed in area of training/choice, in a more suitable job, employed in a prof occ/trade. Percentages are based upon the total Employed Outcomes. The Training/Education sub-section has OSSD or equivalent, postsecondary, academic upgrading, other education, Second Career Program, EO training initiatives, EO Literacy training, ESL/FLS, MCI Bridge projects, Federal and other occupation skills training. Percentages are based upon the total Training/Education Outcomes. The Other outcomes sub-section has Independent, Unable to work, Unemployed, Unknown and Volunteer. Percentages are based upon the total Outcomes. These are further broken out by Participant Category. Wage and Satisfaction Section This section shows the average employed wage, participant satisfaction and response rates for both. For the outcomes at close, it also shows the internationally trained professional count and percentage, as well as the average duration. Release 17.3 Version The Queen s Printer Page 15 of 24

16 Employment NOC Section This section shows the NOC grouped by the first digit. Percentages are based upon the total. These are further broken out by Participant Category Employment NAICS Section This section shows the NAICS grouped by the sectors. Percentages are based upon the total. These are further broken out by Participant Category The NOC/NAICS filter into the report based on the following two conditions: The employment record From Date must be after the affiliated service plan start date. The To Date of the employment record must be after the Actual End Date of the review. If the To Date of the employment record is blank, then the NOC value will appear in the results of the next review. Employment Records that have a status of Cancelled are excluded from the report. See the Appendix for additional descriptions and calculations. Release 17.3 Version The Queen s Printer Page 16 of 24

17 Appendix Detailed Column Descriptions RI Report 15A Column Name Number of Individuals served by RI (visitors) Number of Employers served by RI Rating Rows 1 through 5 Description Sum of Number of Individuals Participating entered for the fiscal year. Sum of Number of Employers Participating entered for the fiscal year. Total and percentage of responses for each satisfaction level entered for each type of respondent ( Event Participant, R&I Individual, R&I Employers ). Percentage is calculated by (Total) / (Total Response). Total Response Total of all satisfaction responses (1 through 5). Satisfied Response rate Total All Audiences Apprenticeship orientation Career Planning Cover letters EI recipient service orientation Essential skills Information Session Interview techniques Job fair Job search Labour market Newcomer orientation Other Outreach Rapid Re-employment Number of clients Satisfied percentage is calculated by (Total rating 4 + 5) / (Total Response rating ). (Total Responses rating ) / ( Number of Individuals or Number of Employers ) Total number of all types of information sessions and all types of audience. Total and percentage of the information session and audience of all types for the fiscal year. The percentage for No. of Sessions is calculated as (Number of Sessions of a particular type attended by all audience types) / (total number of all Session types). What is this calculation? (Total Audience of a particular type of Session) / (Total Number of Audience of All Sessions) Release 17.3 Version The Queen s Printer Page 17 of 24

18 Column Name Resume writing Specific Profession/Trade occupation overview Worker health and safety Service orientation YEF - Lifeskills for Youth Total General Public, Newcomers, Students, Employers Apprenticeship orientation Career Planning Cover letters EI recipient service orientation Essential skills Information Session Interview techniques Job fair Job search Labour market Newcomer orientation Other Outreach Rapid Re-employment Resume writing Specific Profession/Trade occupation overview Worker health and safety Service orientation YEF - Lifeskills for Youth Description Total number of all types of information sessions and all types of audience. Percentage is based upon each audience grouping out of all audiences Total and percentage of the information session for each audience type (General Public, Newcomers, Students, and Employers) for the fiscal year. The percentage is calculated per audience type as: (Number of Sessions) / (Total Number of all Sessions) (Total Audience) / (Total Number of All Sessions) Release 17.3 Version The Queen s Printer Page 18 of 24

19 Service Plan / Profile Report 15B Expenditure Column Name Participants receiving employment & training supports Participants whose employers have committed hiring incentives Participants whose employers received incentives Description Number and percentage of unique clients receiving employment and training support by category. The service plan associated with the client must have at least one In Progress or Completed plan item of the following type: Support for Individuals Transportation Support for Individuals Clothing Support for Individuals Special Equipment Support for Individuals Certification Changes Support for Individuals Training Costs Support for Individuals Child Care Support for Individuals Language Assessment Support for Individuals Academic Assessment Support for Individuals Translation of Academic Documents Support for Individuals Workplace Accommodation Needs Support for Individuals Other Amount (estimated) and number of unique clients who have committed hiring incentives. Service plans must contain Job Placement category Job Placements must have a plan item of Placement with Incentive that is In Progress or Completed status. For a client with multiple Job Placements he estimated amounts are included. Amount (actual) and number of unique clients who have received hiring incentives. Service plans must contain a Job Placement category. Job Placements must have a plan item of Placement with Incentive that is In Progress or Completed status. A client may have multiple Job Placements, all Release 17.3 Version The Queen s Printer Page 19 of 24

20 Column Name Balance remaining Employment and training support expenditures Avg incentive commitment per participant Avg incentive expenditure per participant Avg support expenditure per participant Employers with committed hiring incentives Avg incentive commitment per employer Employers receiving hiring incentives Description of the actual amounts are included. (Participants whose employers have committed hiring incentives) (Participants whose employers received incentives). Total amount (actual) and number of unique clients by employment category and training support expenditures. Refer to Participants receiving employment & training supports row for the list of plan items that fall into this calculation. Average incentive commitment per participant for Job Placements. Average incentive expended per participant for Job Placements. Average support expenditure per participant. Amount (estimated) and number of unique employers who have committed hiring incentives. Service plans must contain a Job Placement category. Job Placements must have a plan item of Placement with Incentive that is In Progress or Completed status. An employer may have multiple Job Placements; all of the estimated amounts are included. Average incentive commitment amount per employer. Amount (actual) and number of unique employers who have received hiring incentives. Service plans must contain a Job Placement category. Job Placements must have a plan item of Placement with Incentive that is In Progress of Completed status. An employer may have multiple Job Placements; all of the actual amounts are included. Release 17.3 Version The Queen s Printer Page 20 of 24

21 Column Name Avg incentive expenditure per employer Apprenticeship Scholarship initial payout Description Average incentive expended amount per employer. Total amount (actual) and number of clients receiving Apprenticeship Scholarship (initial payout) by Category. The service plan associated with the client must have at least one In Progress or Completed plan item of Apprenticeship Scholarship Initial Payout. Apprenticeship Scholarship final payout Total amount (actual) and number of clients receiving Apprenticeship Scholarship (initial payout) by Category. The service plan associated with the client must have at least one In Progress or Completed plan item of Apprenticeship Scholarship Final Payout. Apprenticeship Employer Signing Bonus initial Apprenticeship Employer Signing Bonus final Total amount (actual) and number of clients receiving Apprenticeship Employer Signing Bonus initial by Job Placement category. The service plan associated with the client must have at least one In Progress or Completed plan item of Apprenticeship Employer Signing Bonus Initial Payout. Total amount (actual) and number of clients receiving Apprenticeship Employer Signing Bonus (final) by Job Placement Category. The service plan associated with the client must have at least one In Progress or Completed plan item of Apprenticeship Employer Signing Bonus Final Payout. Release 17.3 Version The Queen s Printer Page 21 of 24

22 Report 15B Service Coordination Column Name Employment Ontario organizations Non Employment Ontario organizations Description Total number and percentage of participants by category where the client was referred in from Total number and percentage of participants by category where the client was referred in from Release 17.3 Version The Queen s Printer Page 22 of 24

23 Employer Placement Report 15C Column Name Number of Participants Number of Placements Number of Placements with Employment History Avg. Placement wage earned per/hour Avg. Number of placements/participant Avg. Duration of Placement (weeks) Avg. Incentive expended per participant Description Sum of unique service plans. Sum of job placement plan items with or without incentive. Sum of job placement plan items with or without incentive that have a corresponding employment history record. Sum of the hourly wage amount divided by the number of employment records corresponding to placement plan items. The hourly wage amount is derived from the hours per week and wage amount fields: Hourly: Rate = Wage Amount Weekly: Rate = Wage Amount / Hours Per Week Bi-Weekly: Rate = Wage Amount / ( Hours Per Week / 2) Monthly: Rate = Wage Amount / ( Hours Per Week / 4.33) Annum: Rate = Wage Amount / ( Hours Per Week / 52) Average number of placement plan items per service plan. Total number of placement plan items / total number of service plans. Average duration of placement plan item in weeks. Sum (duration of all placement plan items) / the number of placement plan items. Duration in weeks = (plan item actual end date plan item actual start date) / 7 Plan items without an actual start date or actual end date are not included. Average actual cost of placement. Sum (actual cost of placement with incentive) / number of placement with incentive plan items. Plan items without actual end date are not included. Release 17.3 Version The Queen s Printer Page 23 of 24

24 Outcomes Follow-ups Report 15D Descriptions Column Name Total Closure Reasons Outcomes Internationally Trained Average Employed Wage Average Program Duration (weeks) Description Sum of each closure reason category / the total number of closure reasons. Sum of each outcome category / the total number of closure reasons. The number of closed service plans with a Yes indicator for Internationally Trained Professional within the client summary. Sum of wages from applicable employment history records / the number of applicable employment history records. The number is rounded to 2 decimal points. Note that records where wage amount is zero are excluded from the calculation. Only collected at service plan closure. (Service end date service start date) / 7 Follow-up Response rate Total number of outcome results / the total number of possible outcome results (based upon review type and close date). Participant Satisfaction with service quality Participant Satisfaction with service quality response rate NOC NAICS Sum of closed service plans with a satisfaction rate of 4 or 5 / satisfaction rates 1 to 5. For follow-up reviews, sum of Yes responses / the total number of Yes and No responses. Sum of closed Service Plans with a satisfaction rate of 1 to 5 / the satisfaction rate of 1 to 6 (No Response). For follow-up reviews, the sum of Yes and No responses divided by the total number of Yes, No, and No Response responses. Sum of each NOC category / the total number of NOC categories. Sum of each NAICS category / the total number of NAICS categories. Release 17.3 Version The Queen s Printer Page 24 of 24