Avia Employment Services Coquitlam Annual Report April 1, 2014 to March 31, 2015

Transcription

1 Avia Employment Services Coquitlam Annual Report April 1, 2014 to March 31, 2015 Avia Employment Services Annual Report Coquitlam Contract # 33

2 Back in Motion has been delivering Avia Employment Services since it commenced in April, Avia Employment Services, focuses on integrating the full breadth of employment services and supports available to jobseekers through a single point of entry, creating accessible services in the communities we serve. Services are delivered to employers, as well as unemployed and underemployed individuals. It has been an exciting three years at Avia and we look forward to sharing some of our milestones with you through this report! This report can also be accessed on-line through the Avia Website. In this Report How Participants Access Services... 1 Demographics... 2 Service Efficiency... 3 Outcomes... 4 Serving our Community... 5 Participant Satisfaction... 6 Celebrating Success... 7 Avia Employment Services Annual Report Coquitlam Contract # 33

3 How Participants Access Services Participants, both Case Managed and Self-Serve, access Avia services through a number of ways. The following describes how Participants heard about Avia and through what channel they accessed services. How did you hear about us? (the top ways Participants learned about our services) Friend/Family 26.4% Service Canada 21.8% Other 8.4% Income Assistance Office 5.6% Total ESC *Visits 21,569 19,611 Attend a Workshop N=9,222 Purpose of Visit Use the Resource Room N=7,640 (i.e. type of services Participants Meet with Staff N=4,355 accessed) Meet with an Employer N=35 **Self-Serve Remote Visits 5,248 5,482 Participants who registered for Self- Serve independently (i.e. not referred by an external service) 1,793 2,245 Friend/Family 19.5% Other 17.5% Human Resource Centre 16.7% Service Canada 8.4% Attend a Workshop N=9,891 Use the Resource Room N=5,672 Meet with Staff N=3,645 Meet with an Employer N=403 ***Out of area registrants 88 (of 1256) or 7.0% 103 (of 2,245) or 4.6% *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 Coquitlam 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 2014/ % (N=15) of Participants created their Self-Serve profiles remotely. Participants who indicated they learned about Avia from Other sources (N=157), include, but are not limited to: Newspapers, Educational institutes, Community Services/Programs, Coast Mental health, Potential Employer, Employment Agencies, Transit Advertisements, and Family Doctor. Avia Employment Services Annual Report Coquitlam Contract # 33 Page 1

4 Demographics The following demographics are based on Case Managed Participants who joined services between April 1, 2014 and March 31, 2015: Number Served 1,251 1,604 Male : Female Ratio 1 : : 1.07 % of Participants who accessed services in the city they live in 88.2% 88.4% 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): 40.3 Male = 39.9 / Female = General Population 38.1% Immigrants 30.7% Youth (15-30) 13.9% Persons with Disability 9.7% 40.4 Years Male = 40.7 / Female= General Population 48.5% Immigrants 31.9% Youth (15-30) 15.3% Persons with Disability 11.4% A+! Staff are polite, friendly, & extremely helpful, and just wonderful people overall. This is a FANTASTIC program. So thorough. I feel like I get correct help to make my next move. 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 Coquitlam, 14.6% of those who identify with a specialized population identify with at least 2 or more specialized populations. Participants who successfully gained employment, and subsequently had their program file closed, reported the following employment status at commencement of Case Managed services: Unemployed 86.9% Employed and working less than 20 hours per week 8.9% Employed 4.1% Apprentice 0.1% Avia Employment Services Annual Report Coquitlam Contract # 33 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. This, 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 2014/2015: *Inquiry to Acceptance (occurs in 10 business days) Acceptance to Action Plan Complete (occurs in 10 business days) 75.6% 80.9% 98.4% 93.7% *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. I enjoy coming in and everyone is so nice and welcoming. I feel I am being supported in my job search by all staff. Thank you! Very professional and well trained staff I personal rated them 5 star service. More on service timelines: On average, Participants who began services in 2014, spent 101 days in the program before gaining employment. The average length of time Participants spend in the program from program start to file closure is 316 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 Coquitlam Contract # 33 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, 2014 and March 31, 2015: Number of Employment Placements Percentage of Participants who maintained employment (did not lose the job) Average Wage of Participants who gained Employment 77.4% 93.0% $16.25 (N=533) $15.64 (N=370) Hourly Wage Range $ $75.00/hour $9.00 $55.00/hour The top 5 sectors Participants achieved employment in include: Employment Sector 2014/2015 Employment Sector 2013/2014 My employment counsellor really helps me stay on the track to get a job. Janine and I worked together on my resume for a job. Finally I got the job.... I like staff at Avia. I'm grateful and thankful. Wholesale, Retail & Service Trade 16.4% Other 22.9% Other 11.9% Retail 21.4% Trades & Construction 11.4% Tourism/Hospitality 10.0% Manufacturing 8.3% Construction 7.8% I admire Marvin s work and I am blessed that he helped me with the job at Burger King. Tourism & Hospitality 7.8% Health 6.0% What is interesting about this? While fewer percentage of Participants were able to secure sustainable employment, a significantly larger number of Participants were successful in gaining employment. Some positions Participants found include: Settlement Worker, HVAC Mechanic, Financial Analyst, CAD Drafter, and Biomedical Engineering Technologist. Avia Employment Services Annual Report Coquitlam Contract # 33 Page 4

7 Serving our Community Avia Employment Services forages and leverages linkages with employers and community organizations to maximize our contribution toward employment and community attachment for job seekers. On an ongoing basis, we strive to build awareness in the community we serve through knowledge of the local labour market and employer/community needs. To better serve the Communities we work closely with, we collect testimonials from Employers and Community Organizations who we worked with throughout the past year. Here is what they said: I was introduced to Work BC in Dec 2014 by Rob Hayre the Job Developer for Coquitlam and was pleasantly surprised by what the program offers for BC residents looking for work. I immediately thought of 2 current volunteers and gave them the contact information that same day as I regularly see people who are qualified for work but are not finding the employment. Finding employment is a Catch - 22 situation where one has the skills but not the experience and employers seek both. I think Work BC is a great initiative! Our overall impression of Avia is that the service is great for both job seekers and employers and we are very happy with the services we have received. We look forward to continuing this mutually beneficial relationship in the future. I had posted a job through Avia Employment Services and learned more about their services through my existing contact Rob. I am very pleased that there is a screening process and services like this available. I will use these services in the future if needed and also happy with the employment related information provided. An Avia client has been recently hired at Sting Investigations Inc. with a referral from the Job Developer. This client is doing very well in the mystery shopper position and we are pleased to have him as part of our team. We have used the services of Avia Employment to post jobs and maintain an existing relationship with the Job Developer who updates us with government programs and services available to businesses. Avia Employment Services Annual Report Coquitlam Contract # 33 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 2014/2015: Average Satisfaction Score 94.1% 91.6% % who would recommend us to a friend 98.8% 99.5% 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 ongoing 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. Response scores are analyzed and reviewed on a monthly and quarterly basis. Centre Managers continue to implement strategies to improve the number of responses from Participants. In 2014, 490 Participants provided feedback on services they received. There is no word I can express how thankful I am. Susanne with very high quality, made a pleasure unforgettable memory from Avia for me. Thank you very much. Avia employees are friendly, professional who help people like me do what I need to do. Thanks! Avia Employment Services Annual Report Coquitlam Contract # 33 Page 6

9 Celebrating Success On an ongoing basis, the Centre collects stories of success that have occurred throughout the year. Below are a few examples of Participant and Employer successes: Employer Success Story I had called Rob Hayre the job developer from Avia Employment Services as he had previously dropped off a flyer and business card. After further discussions we had agreed to meet with an Avia client for an unpaid work experience. This client and Avia s Services have proven to be very successful. The client showed an eagerness to work, a great attitude and fits in well with the other employees. The unpaid work experience went so well and the Avia client showed great great dedication and performed well. We offered him a part-time job after completion of the unpaid work experience with the possibility of full time employment. The Avia/WorkBC program and representative have been a great resource to our facility and we have built a great relationship. Participant Success Story Ridha is a 20 year old young man who came to Avia Employment Services to seek employment. He did not have any work experience in Canada but did have some work experience in Iraq; two jobs, one job in a factory as a helper and the other in food service catering wedding. He stated he would like to secure any job and had a great attitude. Ridha was asked if he would like to be referred to the A Chance to Choose program, a sixteen week federally funded paid youth employment program that includes six weeks of F/T in class training in many areas dedicated to employment as well as life skills. It also includes several employment related certificates such as WHMIS and First Aid. The last ten weeks of the program is a paid work experience so Ridha would be able to secure Canadian experience. He was unsure as English was a little challenging for Ridha but wanted to try and attended the information session. He was a successful applicant and entered the A Chance to Choose program in September Ridha did his work experience at Future Shop as a merchandiser, utilizing different skills than he was used to, and was hired at Future Shop after his work experience. He states he loves his job and is very happy with the services and referral he received from Avia Employment Services. He has now been at Future Shop since Jan 5 and is looking forward to getting more hours at Future Shop and learning more English along the way. Avia Employment Services Annual Report Coquitlam Contract # 33 Page 7