Avia Employment Services Surrey-Newton Annual Report April 1, 2012 to March 31, 2013

Transcription

1 Avia Employment Services Surrey-Newton Annual Report April 1, 2012 to March 31, 2013 Avia Employment Services Annual Report Newton Contract # 40

2 On April 1, 2012 Avia Employment Services (WorkBC), a division of Back in Motion Rehab Inc., opened its doors to deliver services under the provinces new one-stop employment model. Under this model, a Self-Serve component serves those more independent in their job search and/or who prefer to access services remotely. Participants can also receive services from Case Managers, who understand Participants unique needs and are able to deliver specialized, individualized services. It has been an exciting first year 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... 2 Service Efficiency... 3 Outcomes... 4 Stakeholder Satisfaction... 5 Participant Satisfaction... 6 Celebrating Success... 7 Avia Employment Services Annual Report Newton Contract # 40

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) Total ESC *Visits in 2012/ ,088 Purpose of Visit (i.e. type of services Participants accessed) **Self-Serve Remote Visits (Aug 17/12 to March 31, 2013) 1,331 Participants who registered for Self-Serve independently (i.e. not referred by an external service) 3, /2013 Other 23.8% Human Resource Centre 17.0% Back in Motion 15.4% Friend/Family 14.1% Attend a Workshop N=7,263 Use the Resource Room N=5,982 Meet with Staff N=5,337 Meet with an Employer N=506 ***Out of area registrants 236 (of 3,360) or 7.0% *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 Newton catchment area. These persons are queued to Reception for further support. More about how Participants access services? Remote Registrants are participants who access self-serve services from outside the ESC such as from home or the library. In 2012/ % (N=12) of Participants created their Self-Serve profiles remotely. Participants who indicated they learned about Avia from Other sources (N=217), include, but are not limited to, Animal Hospital, Phone book, Cancer Agency, Educational Institutes including Financial Aid offices, daycare Worker, Internet Search, ESL Class, Welcome Centre, Bus Advertisement, Returning Customer, and Referrals from other services. Avia Employment Services Annual Report Newton Contract # 40 Page 1

4 Demographics The following demographics are based on Case Managed Participants who joined services between April 1, 2012 and March 31, 2013: Number Served 1,544 Male : Female Ratio 1 : /2013 Awesome job, always helping and supporting % of Participants who accessed services in the city they live in 97.8% Average Age at beginning of Service Delivery Average Age by Gender Age Range (youngest to oldest) Of those served, Participants identify with 1 or more of the following populations (in percentages): 39 Years Male = 39 / Female= General Population 41.7% Immigrants 27.1% Youth (15-30) 9.8% Persons with Disability 9.5% Multi-Barriered 8.2% Absolutely treated with respect. I am so very thankful and grateful for these services. The staff is outstanding!! Who we serve: Participants who generally access services outside the city they live in are accessing services where they are attending an Apprenticeship program 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 Newton, 20.7% 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 76.2% Employed 11.9% Working less than 20 hours per week 7.9% Awaiting PR Status from Canada 2.0% Attending Post-Secondary 1.0% Working less than 20 hours per week, disability, want more hours 1.0% Avia Employment Services Annual Report Newton Contract # 40 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) 64.5% 88.9% 88.9% 2012/2013 The online profile tool "My Job Board" is very helpful - staff has the knowledge and ability to use this tool. Looking forward to the next workshop thanks! *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 2012, spent 44.1 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. Avia Employment Services Annual Report Newton Contract # 40 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, 2012 and March 31, 2013: Number of Employment Placements 493 Percentage of Placements that are aligned with the participants experience or training 2012/ % All Staff are wonderful and helpful very sincere and awesome! Thanks! Average Wage of Participants who gained Employment Hourly Wage Range $13.86 (N=460) $8.00-$45.00/hour The top 5 sectors Participants achieved employment in include: Employment Sector [Staff] was responsive and informative as to my needs and helped me to get back on my feet. Emotionally and Professionally. Other 25.3% Retail 12.0% Tourism/Hospitality 8.8% Construction 8.2% Really great people and great help all around. Health 7.5% What is interesting about this? While the majority of Participants find employment in an area unrelated to the field they previously worked in, still a large portion of Employed Participants are using the skills and experience they gained in other jobs they have had. Avia Employment Services Annual Report Newton Contract # 40 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 2012/2013, the survey was a joint effort across all Back in Motion Employment Services Programs as programs work collaboratively to raise awareness about services and assist Employers with their individual employment needs. We surveyed 407 Employers and Community Organizations who used our services, we established a relationship with, and/or marketed our services to in the past year. Of those we surveyed, only 6 persons responded. Those 6 respondents were from Employers and Community Organizations who we worked closely with and who used one or more of the following services: Used our wage subsidy program Were introduced to potential job candidates Received and reviewed resume of potential candidates Interviewed candidates for potential job opportunities Provided feedback on Participants skills and abilities Provided feedback on Participants employment readiness As part of our 2013 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. As a small business, we need all the help we can get, and the Wage Subsidy program is a great advantage for us, to get trainable employees who we feel can be useful in the continuing growth of our business, and at the same time have their wage subsidized to assist in covering the training costs incurred. Back in Motion and our organization have worked together on several occasions to find motivated employees. When a qualified candidate is found, Back in Motion provides rapid service to ensure the candidate is hired as soon as possible so that both the employee and our organization become productive. We plan to have a long working relationship with Back in Motion. Avia Employment Services Annual Report Newton Contract # 40 Page 5

8 Participant Satisfaction To better serve our Program Participants, we solicit feedback on an ongoing basis. We use these results from the questionnaires to make services more accessible to Participants. Here is what Participants said in 2012/2013: Average Satisfaction Score 87.2% 2012/2013 % who would recommend us to a friend 91.4% On a monthly basis, Participant written comments are reviewed marked for follow-up as necessary and disseminated to Centre Managers who will either meet with the Participant to learn more or address 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. Although voluntary response rates in 2012/2013 were low (N=111), rates increased 160% from program start to the end of the first year. Centre Managers continue to implement strategies to improve the number of responses from Participants. I have had a great experience with this company and have recommended it to several friends Always organized and efficient, clear and straight forward service and friendly. Avia Employment Services Annual Report Newton Contract # 40 Page 6

9 Celebrating Success On an ongoing basis, the Centre collects stories of success that have occurred throughout the year. Below is an example of a Participant success: Success Story Tim P. It was just a fluke that I found Avia. I was pounding the pavement looking for a job one day in Whalley.When I came upon a Work BC Avia center. The Receptionist at the door sent me into the Resource room and wow 12 or 15 people on computers looking for jobs and working on resumes. The Receptionist here told me to go to the Newton branch because of where I was living. I went first thing the next day. I signed up for the information session overview. I had to wait 2 weeks for a Case Manager. So while waiting I signed up for, 4 workshops on my own. The last workshop was given by Wendy my Case Manager I was going to see the next day. I was so impressed with her I knew to trust her judgment right from the start. Wendy put me in a 2 week career exploration workshop to see what jobs are best for me and a lot of psychological profiling. During this process I started to change my resume over 3 times, the whole time applying for jobs. Wendy and I determined the third resume was a keeper. But still no call backs and I was getting more and more depressed and felt like giving up. Wendy at this time became my biggest supporter and cheer leader. With which every time leaving her office I felt better for a short time. After months still nothing on the job front. But still she had me go to more workshops. It was later I found out how useful the skills from all the workshops would be. It was so true when Wendy would say looking for work was harder than working. But still no calls! Then 7 weeks ago, when an opening came up Wendy enrolled me in a workshop given by Janice the Job Developer. With the help of both Janice and Wendy I became more focused. With more practice and preparation for interviews and tweaking my resume; and one job fair, my dream job had an opening, so I applied again for the 5th or 6th time I lost count; at Sport Check. At the same time I started working as a volunteer with the Surrey Food Bank to fill a void in my resume and to network, Thanks to Janice. A change in scenery and I felt a lot better about myself. That afternoon I got home only to find out Sport Check had called me.so I called thinking it was too late but nothing ventured nothing gained Wendy s words. They called back an hour later; the first contact with them was a half hour interview. Using the skills I learned at all the workshops. After that they asked me to go online and do a 150 question assessment that night. A lot of the questions were psychological in nature that I ALREADY did in workshops. The next morning I had another phone interview, this time for 1 hour. At the end of this one I was told I would hear in 2 days if I move on to the next phase. Avia Employment Services Annual Report Newton Contract # 40 Page 7

10 They called back 10 minutes later to say I aced the assessment and the interviews and to say I have an interview in person in 3 days. Three days later it was the hardest interview I ever had in my life, but again with Wendy s words in my head as well as Janice s I made it through. I was told after the interview I should hear in 3 or 4 days. They also asked how much pay did I want. Again a workshop told me do not sell yourself short, so I went a little high. Three days later after my shift at the Food Bank again I got a phone call from Sport Check asking me if I still wanted the job as a Department Head. The General Manager also said I was picked over hundreds of applications and the wage will be 50 cents an hour less than l asked for. YAH!!!! Like l said before without the help of Wendy and also Janice l would not be at this point today. THANK YOU to you both. Another THANK YOU to all the AVIA Staff who did all the workshops l attended. Over the LAST 9 months hear at AVIA I had a lot of highs and lows, l had to learn from all of them. No doubt all the skills l learned l will use the rest of my life. It really is a joint effort that makes AVIA work!!! Avia Employment Services Annual Report Newton Contract # 40 Page 8