NWD Operations Procedures Manual: Center-Wide Ops (Final: 8/27/14) Philadelphia Works. No Wrong Door for Integrated, Quality Service Delivery

Transcription

1 Philadelphia Works No Wrong Door for Integrated, Quality Service Delivery Bricks, Clicks, and Connect Chapter 1: Center-Wide Operations Procedures Manual Table of Contents I. Center-Wide Goals and Success Indicators. page 3 A. Center Wide Goals B. Center-Wide Success Indicators C. Recording Success Indicator Data D. Display of Success Indicator Data for Continuous Improvement E. Center Contractor and Site Administrator Performance Evaluation II. Center Organizational Chart and Staffing.... page 5 III. The Center Site Administrator Responsibilities and Functional Leadership page 6 A. Roles and Responsibilities of the Center Site Administrator B. Policies Governing Functional Leadership of Center Staff C. Operational Definitions of Employer-of-Record and Functional Leadership D. Center Site Administrator s Employer-of Record and Functional Leadership Responsibilities E. Functional Leadership of Co-Located Partner Programs Exhibit 1: Overview of the Center Site Administrator and Functional Leadership Exhibit 2: Summary of Functional Leadership and Employer-of Record Responsibilities 1

2 Exhibit 3: Pennsylvania Department of Labor and Industry Workforce Service Delivery System Policy , Version 002 on Functional Management IV. Center Teams, Responsibilities, and Staffing... page 15 A. The Center Teams, Responsibilities and Staffing B. Staff Responsibilities C. PREP Coordinator D. Community Connections Liaison Exhibit 4: Roles and Responsibilities in Implementing Enhanced Community Connections Partnerships E. Coordination of Services with the Rapid Response Coordinator V. Center-Wide Integrated Services Delivery Customer Flow Chart. page 24 VI. The Product Box.., page 25 A. Two Categories of Product Box Services B. Site Administrator Responsibilities for the Product Box and Service Access C. Cross-Center Service Manager Responsibilities for the Product Box D. Product Box Coordination, Staff Training, and Continuous Improvement E. Populating the Product Box with Employment Opportunities for Center Customers Exhibit 5: Universal Product Box Services Continuously Available to All Center Customers After Initial JobGateway Registration and the One-on-One Welcome Meeting Exhibit 6: Product Box Services Available After Program Eligibility and Enrollment Exhibit 7: Assigned Contractor Responsibility for Product Box Services 2

3 I. Center-Wide Goals and Success Indicators A. The Center-Wide Goals are: 1. Increasing the number of center customers who initially and continuously engage in Center services 2. Providing tangible customer benefit and outcomes for each Center visit and services, so customers are satisfied with the services received and will want to return to the Center 3. Connecting more Center Universal customers to intensive Partner Program services when needed, wanted, and potentially eligible Progress toward and attainment of these goals is determined by defined Center-wide key data elements that indicate success. It is the responsibility of the Site Administrator for each Center to continuously improve performance on the defined success indicators to achieve the goals. B. The Center-Wide Success Indicators are: 1. Job seeker satisfaction with the Center and its services 2. Percentage of Center customers receiving at least one post-welcome service within 90 days 3. Percentage of Center customers receiving more than one postwelcome service within 90 days 4. Percentage of Center customers with more than one center visit within 90 days 5. Percentage of PREP customers receiving at least one post-welcome service within 90 days C. Recording Success Indicator Data: 1. Job seeker satisfaction with the Center and its services will be determined by random customer survey and be conducted by Philadelphia Works. 2. The other success indicators will be determined only by data entered by Center staff into CWDS (or another Philadelphia Works-designated 3

4 data system). It is the responsibility of the Site Administrator to ensure data entered is accurate and timely. D. Display of Success Indicator Data for Continuous Improvement 1. Philadelphia Works will compile the success indicator data on a monthly basis. 2. Both monthly performance and trend line data will be displayed with the expectation that performance on each indicator will improve each month. 3. The performance data for each Center will be displayed in comparison to all other Centers and aggregated for system-wide performance. 4. Philadelphia Works will convene monthly meetings with all Site Administrators and the Cross-Center Services Manager to discuss progress on the success indicators, identify best practices from the Center/s with the best performance on the indicators and plan continuous improvement strategies. 5. Site Administrators are to display the data on the success indicators to all Center staff on a regular basis. The display of the data to staff will include: posting of the data in the staff break room and discussing performance in Center-Wide staff meetings and seeking staff ideas for improvement. E. Center Contractor and Site Administrator Performance Evaluation 1. The Center Contractor will use performance on the success indicators as the primary basis for evaluating the performance of its Site Administrator in the delivery of Center-wide services. 2. Philadelphia Works will use performance on the success indicators and fidelity to the implementation of this procedures manual as the primary factors in evaluating the performance of the Center Contractor. 4

5 II. Center Organizational Chart and Staffing Integrated Center Leadership Center Site Administrator (Supported by an Administrative Assistant) Designated by the PA CareerLink Operator Consortium, Under Contract with Philadelphia Works, Inc., and In Agreement with the One-Stop Partners Memorandum of Understanding Universal Services Team Team Leader Greeters Workforce Advisors (Welcome and Skills+ Employment) Team Leader Serves as PREP Coordinator One Workforce Advisor Designated as Community Connections and the Learn and Earn Liaison (In Addition to Other Duties) WIA Intensive/ Training Services Team Team Leader Workforce Advisors (WIA) Quality Assurance and Data Specialist One Workforce Advisor Designated as The myplace Liaison (In Addition to Other Duties) Integrated Job Development Team Team Leader Job Developers EARN Program Team Team Leader Workforce Advisors (TANF) Life Skills Coach Instructors Community Work Experience Coordinator Quality Assurance and Data Team Leader and Specialists Other Co-Located Partners - Disabled Veterans Outreach Program -Office of Vocational Rehabilitation - Trade WIA Title II Adult Literacy - Others, If Co-Located In the Center 5

6 III. The Center Site Administrator Responsibilities and Functional Leadership A. Roles and Responsibilities of the Center Site Administrator 1. Work with the Operator Consortium, Local Management Committee, Philadelphia Works, other Center contractors, and the Cross-Center Services Contractor to continuously improve the no wrong door system 2. Implement the no wrong door services delivery plan and its universal customer flow within the Center (in compliance with all Commonwealth and Philadelphia Works polices and with allegiance to the standardized procedures to be used in all Centers) 3. Functionally lead and direct all Center staff (within the parameters of the Department of Labor and Industry s Workforce Delivery System Policy , Version 002 and the Memoranda of Understanding with co-located partners) 4. Communicate workforce system policy, directives and information to all Center staff according to agreed upon communication protocols 5. Ensure all Center staff are cross-trained to provide integrated services delivery and present a professional and positive image 6. Achieve the defined center-wide success indicators 7. Manage, operate, and functionally lead the Universal Services function and deploy Greeter, Welcome, and Skills+Employment staff to respond to variances in customer demand 8. Manage, operate, and staff the WIA Intensive/Training Services program and achieve its performance goals and success metrics 9. Manage, operate, and staff the EARN program and achieve its performance goals and success metrics 10. Manage, operate, and staff Integrated Job Development B. Policies Governing Functional Leadership of Center Staff 1. The Philadelphia Operator Consortium adopts the policy that governs the parameters and responsibilities for Center Site Administrator s functional leadership responsibilities and parameters 6

7 2. The Consortium s functional leadership policies will comply with the Pennsylvania Department of Labor and Industries Workforce Service Delivery System Policy , Version 002 on functional management. 3. The Memoranda of Understanding (MOU) negotiated with co-located partners will clearly define the functional leadership responsibilities delegated to the Center Site Administrator and the responsibilities they maintain in fulfilling their employer-of-record responsibilities. 4. The procedures in this manual reflect these agreements and, when faithfully executed by the Center Site Manager, comply with these policies and MOUs. C. Operational Definitions of Employer-of-Record and Functional Leadership 1. Employer-of-Record: a. The Employer-of-Record is the organization that employs the staff member and is responsible for all legal conditions of employment, including: - Hiring - Wages and Benefits - Performance Evaluation - Grievances, Corrective Action, and Disciplinary Actions - Promoting, Assigning and Transferring Employees b. The Employer-of-Record also determines: - Changes to Permanent Work Schedules (Including Lunches/Breaks) - Pre-Approval for Vacations, - Sick Leave, and Personal Leave, - Travel and Travel Expense Approval c. When the Partner is a State Agency, all Pennsylvania state personnel laws and collective bargaining agreements will govern all state merit staff in the Center. Unless otherwise specified by the state, all state employee positions will be treated as nonexempt under the Fair Labor Standards Act. 2. Center Functional Leadership: 7

8 a. Co-located Partner Programs acting as the Employers-of- Record delegate (through negotiated Memoranda of Understanding) to the Center Site Administrator and Functional Team Leaders certain Center Functional Leadership responsibilities, including: (1) Directing staff to fulfill the functions and responsibilities as defined and outlined in the Operational Procedures Manual adopted by the Operator Consortium. (2) Working with the Co-Located Partners to ensure consistent and clear communications to all Center staff of the expectations for integrated services delivery and their responsibility to be functionally led. (3) Reporting to the Co-Located Partner any staff not fulfilling the functions and responsibilities as defined in the Operational Procedures Manual and working with the Co-Located Partner to improve performance and compliance with the procedures. (4) Serving as the conduit by which vacation, sick, and personal leave is requested (for final approval by the Partner), when agreed in the Co-Located Partner s MOU. D. Center Site Administrator s Employer-of Record and Functional Leadership Responsibilities 1. The Site Administrator act as both the Employer-of-Record and the Functional Leader for all EARN Program and WIA staff in the Center. 2. The Site Administrator acts as the Functional Leader for all Co- Located Partner Program staff in the Center (as defined in the Operational Procedures Manual approved by the Operator Consortium and within the MOU negotiated with each Partner Program) 3. The Site Administrator may delegate to the Team Leaders the Functional Leadership responsibilities for their Team: a. If Wagner-Peyser is the Employer-of-Record for the Team Leader, that Team Leader will act as the Employer-of-Record 8

9 for Wagner-Peyser funded team members and the Functional Leader for WIA- and/or EARN-funded team members. b. If WIA or EARN is the Employer-of-Record for the Team Leader, that Team Leader will act as the Employer-of-Record for WIA and/or EARN funded team members and the Functional Leader for Wagner-Peyser funded team members. E. Functional Leadership of Co-Located Partner Programs 1. The Wagner-Peyser, EARN, WIA program funded staff will be functionally led and supervised by the Site Administrator within the specifics of the Operator Consortium s policy. 2. Other Co-Located Program Partners (including, Trade, and 55+) will be functionally led by the Site Administrator to meet Center-wide standards, including projecting a professional and positive image to customers. 3. These functional leadership requirements do not apply to the Office of Vocational Rehabilitation staff who are co-located at the Center. 4. The Co-Located Program Partners will maintain all responsibilities for the compliant and effective operation of their individual programs. 5. Co-Located Partner staff will not be deployed to fulfill the Center s Universal Service functions of Greeting, Welcome, and Skills+Employment. Reference Attached Exhibits: Exhibit 1: Overview of the Center Site Administrator and Functional Leadership Exhibit 2: Summary of Functional Leadership and Employer-of Record Responsibilities Exhibit 3: Pennsylvania Department of Labor and Industry Workforce Service Delivery System Policy , Version 002 on Functional Management 9

10 Exhibit 1: Overview of the Center Site Administrator and Functional Leadership Operator Consortium - Develops Partner Memoranda of Understanding and Center Operating Procedures and Standards - Defines Roles/Responsibilities of Center Site Administrator, Including Functional Leadership Center Contractor Hires Center Site Administrator to Implement Center Operating Procedures (Within the Consortium s Definition of Functional Leadership, State Policy, and MOUs) Center Site Administrator Both Center-Wide Functional Leadership and Employer-of-Record Responsibilities Center-Wide Functional Leadership for All Center Staff: - Staffing Plans for Adequate Coverage of Universal Services - Implement Procedures Manual - Professional, Positive Image - Communication Protocols Employer-of-Record for All WIA and EARN-Funded Staff: All Conditions of Employment: Wages, Benefits, Hire, Terminate, Evaluate Discipline, Promote, Assign, Transfer Functional Leadership for Partner Staff Co-located at the Center: - Within Consortium and State Policy, Partner MOUS, and Procedures Manual - Working with Partners as Employers-of-Record All Center Staff Co-Located Partners: Wagner-Peyser, Trade, DVOP, 55+, Other Partners Memoranda of Understanding on Center-Wide Functional Leadership Responsibilities of Site Manager Co-Located Partners: Employers-of-Record Wagner-Peyser, Trade, DVOP, 55+, Other Co-Located All Conditions of Employment: Wages, Benefits, Hire, Terminate, Evaluate, Discipline, Promote, Assign, Transfer 10

11 Exhibit 2: Summary of Functional Leadership and Employer-of Record-Responsibilities Summary of Site Administrator s Functional Leadership and Employer-of-Record Responsibilities Co-Located Partner Program Staff EARN Program Staff - Universal Services - Program Services - Job Develop Team WIA-Funded Staff - Universal Services - Program Services - Job Develop Team Wagner-Peyser Staff - Universal Services Trade Staff DVOP Staff Employer-of- Record Functional Leadership 55+ Staff Other Co-Located Partner Staff (Except DVOR) Summary of Team Leader s Functional Leadership and Employer-of-Record Responsibilities Team Leaders Universal Team Leader (If Funded by EARN or WIA) Universal Team Leader (If Funded by WP) Employer- Of-Record - and EARN-Funded Staff -Peyser Funded Staff Functional Leadership Wagner-Peyser, and WIAand EARN- Funded Staff Wagner-Peyser and WIA- and EARN- Funded Staff WIA Team Leader EARN Team Leader EARN Quality/Data Team Leader Job Develop Team Leader 11

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13 Exhibit 3: Pennsylvania Department of Labor and Industry Workforce Service Delivery System Policy , Version 002 on Functional Management The Pennsylvania Department of Labor & Industry issued Workforce Delivery System Policy , Version 002 on February 1, 2014 describing the opportunities for and parameters of functional management. (The relevant sections are included below.) This policy governs the functional management responsibilities for both the Center Contractor and the Cross-Center Services Contractor. The Operator Consortium and Philadelphia Works will assist contractors in implementing this policy to meet fulfill their integrated, functional leadership and management responsibilities A. Functional management: 1. PA CareerLink Operator Consortium. The Operator Consortium will ensure seamless service delivery within each PA CareerLink to include details of the day-to-day functional supervision that may take the form of a site administrator or other means as determined effective. The duties of the Operator Consortium include: organize and coordinate all co-located partner staff by function in accordance with state personnel rules, collective bargaining agreements and state policy and guidance; establish a service delivery model that is customizable to the needs of individual customers; develop operational procedures and protocols that promote effective and seamless service delivery ensuring that individual partner program performance and outcomes are not negatively impacted; communicate workforce system policy, directives and information according to communication protocol; and establish policies and procedures for situations such as inclement weather, holidays, breaks or time off, accounting for relevant policies that may not be consistent across partners. (State employees must be governed by state personnel rules, collective bargaining agreements and state policy.) 2. Site Administrator. The PA CareerLink Operator Consortium must designate a site administrator for each comprehensive and affiliate PA CareerLink site. A site administrator may be hired, selected from current partner staff, or by other alternative method to ensure functional supervision of day-to-day operations. A site administrator may oversee multiple sites. Duties must include: staffing plans that provide adequate office coverage at all times in a manner that allows fair and equitable opportunity for time off; ensuring staff adhere to all applicable policies and procedures; ensuring staff present a professional and positive image; and, ensuring consistent communication procedures are followed. 3. State Agency/Workforce Partner Supervisor. A state or workforce partner supervisor must be vested with the authority to hire, terminate, discipline, 13

14 promote, assign, and transfer their employees. Each state agency or workforce partner supervisor will retain authority over all actions that may affect the current base pay, status, or tenure of their employees. The state will retain the sole discretion to determine which employees must occupy positions throughout the state. Duties retained by the state and other workforce partners include: changes to permanent work schedule, including lunches and breaks; pre-approval for vacations, sick leave and personal leave; and travel and travel expense approval. State supervisors authority must be exercised in compliance with Commonwealth administrative procedures. 4. The Operator Consortium, site administrator and state agency or workforce partner supervisor, must determine the purpose and activities of the functional units incorporating individual partner activities of their employees. B. State Partner Staff Provisions. Pennsylvania state personnel laws and collective bargaining agreements must continue to govern all state merit staff in a PA CareerLink site. No part of this policy shall infringe upon any collective bargaining agreement. Unless otherwise specified by the state, all state employee positions will be treated as nonexempt under the Fair Labor Standards Act. 1. Performance Evaluations. State supervisors will complete performance evaluations of state employees in accordance with state rules and regulations, collective bargaining agreements and agency policy. 2. Grievances and Complaints. The state partner agency must fulfill the duties and responsibilities defined in the agency and state personnel and collective bargaining agreement s grievance process in the employee s initial grievance meeting. The state must conduct appropriate investigation(s), conduct the initial grievance meeting and follow state policies and procedures. The state retains the responsibility for all actions on grievances after the initial meeting. 3. Corrective Action. The state partner agency will determine and implement any necessary corrective actions, in accordance with the procedures in the agency and state personnel policies, laws, regulations and collective bargaining agreements. All complaints and/or grievances as a result of corrective action must follow the procedures identified in paragraph 3(b) above. 4. Disciplinary Action(s). The state agency retains the sole right to terminate, demote and suspend its employees for disciplinary 14

15 reasons, pursuant to Commonwealth administrative policies. The PA CareerLink Operator Consortium and site administrator will assist and provide information deemed necessary by the state partner agency in conjunction with proposed disciplinary action(s). 5. Timesheet and Leave Approval. Final approval of timesheets and leave requests for all state employees must remain with the state agency. 6. State Veterans Programs. Veterans employment services staff working in PA CareerLink sites must be functionally supervised consistent with Subsection IV(B). The state veterans employment representatives must oversee the delivery of veterans programs and services under Title 38, the Special Grant Provisions, and as provided in the Wagner-Peyser funding proposal. State veterans employment services staff must comply with PA CareerLink operational procedures, but veteran program requirements and staff responsibilities must continue as stated in Title 38 in accordance with the Grant Agreement, to include 100 percent of their time being assigned to the duties outlined in the grant or program. 15

16 IV. Center Teams, Responsibilities, and Staffing A. The Center Teams, Responsibilities, and Staffing 1. The Center-Wide Team: a. All staff located in the Center are on the Center-Wide Team. b. The Site Administrator will build Center-wide staff affiliation with the Center as a whole (and beyond just program identity), strive for cooperative relationships among all staff, and set common customer service expectations and professional codes of conduct among all Center staff. c. The Site Administrator will continuously inform all staff of the Center success indicators and the current status and seek continuous improvement suggestions from the Center-Wide Team. 2. The Universal Services Team: a. This team is responsible for efficiently and effectively serving customers who enter the Center, initiating quality service delivery, providing a one-on-one welcome meeting, staffing the Career Resource Center, and connecting customers to universal products in the product box and partner programs. b. This team is composed of a Team Leader, Greeters, and Workforce Advisors who fulfill the Welcome and Skills+Employment Functions. c. All team members are cross-trained to fulfill any function so staff can be deployed to respond to variance in customer demand. 3. The WIA Intensive/Training Services Team: a. This team is responsible for providing structured, supported job finding services and training for employment services, determining eligibility for those services, and achieving the WIA performance standards and success indicators. b. This team is composed of a Team Leader, Workforce Advisors, and a Quality Assurance and Data Specialist. 4. The EARN Program Team: 16

17 a. This team is responsible for EARN services, helping customers overcome barriers to employment and enhancing their job finding and keeping skills, helping customers find and retain jobs, ensuring compliance with program requirements, and achieving the EARN Program Performance standards and success indicators. b. This team is composed of a Team Leader, Workforce Advisors, a Life Skills Coach, Workshop Instructors, a Community Service Worksite Developer, and Quality Assurance and Data Specialists (with a Quality Assurance and Data Team Leader). 5. The Integrated Job Development Team: a. This team works with the WIA and EARN Teams and the Business Services Team to achieve the Integrated Job Development success indicators by identifying employment opportunities for specific WIA and EARN customers, contacting employers to urge the hiring of those customers and facilitating the hiring process that results in entered employment. b. This team is composed of a Team Leader and Job Developers. B. Staff Responsibilities 1. Team Leaders (Universal Services, WIA Intensive/Training, Services, EARN, and Integrated Job Development) a. Support and champion the vision and implementation of the No Wrong Door service delivery design as specified in the standardized procedures manual and within applicable state and local policies b. Provide functional leadership to (and, if contractor-hired staff, directly supervise) their Team members by directing their dayto-day work (within the parameters of the Department of Labor and Industry s Workforce Delivery System Policy , Version 002 and the Memoranda of Understanding with co-located partners) c. Ensure and monitor their Team s compliance with programspecific regulations and requirements and provide ongoing 17

18 coaching to improve the Team s individual and collective performance d. Provide direct services to their Team s customers when needed to ensure prompt and effective services (including carrying a caseload, when applicable) e. Achieve their Team s performance outcomes and success Indicators 2. Workforce Advisors a. Workforce Advisors (Universal Services, Including the Greeting, Welcome, and Skills+Employment Functions) (1) Provide excellent, prompt, and staff-assisted customer service to all center customers in the universal welcome, and skills+ employment functions (as outlined in the standardized procedures manual) (2) Able to help all Center customers in any of the welcome, skills, and employment functions and exhibit flexibility as they are deployed by their Team Leader according to customer demand to ensure a smooth customer flow (3) Assist Center customers in the CRC (4) Help customer access resources in the community that will meet customer needs (5) Provide advice on job finding and skill development to make customers more competitive (6) Recommend, promote, and schedule universal product box services for Center customers (7) Connect Center customers (if interested and potentially eligible) to partner programs (8) Ensure each Center customer leaves each Center visit having received a tangible service (9) Contribute to meeting the Center-wide success indicators 18

19 b. Workforce Advisors (EARN and WIA Intensive/Training Services) (1) Provide excellent, prompt, and staff-assisted customer service to customers referred to and served by their program (2) Serve as the case manager for assigned customers and meet the regulatory requirements for eligibility, participation, case notes, and follow-up services regarding employment and retention (3) Work with the Integrated Job Development Team and its Job Developers to transition customers to appropriate employment as quickly as possible (4) Recommend, promote, and schedule universal and specialized product box services for their customers on a continual basis (5) Provide program-specific services, including (where applicable) assessment, support services, incentives, and Individual Employment Plan development (6) Contribute to meeting their assigned program s performance metrics and success indicators 3. Quality Assurance and Data Specialists (EARN and WIA Intensive/Training Services) a. Work with their assigned Teams to ensure compliant, accurate, and timely entry of required program data b. Provide technical assistance to team members in meeting data entry requirements c. Review individual case records to ensure compliance and integrity d. Analyze data for program trends and make continuous improvement suggestions to enhance performance outcomes 4. Job Developers 19

20 a. Work with the workforce advisors and the individual customers of the EARN and WIA Intensive/Training Services Programs to identify and capture employment opportunities b. Outreach and contact appropriate employers (in coordination with the Cross-Center Business Services Team) to promote the hiring of customers in jobs that meet program requirements (including both subsidized and unsubsidized employment) c. Record all employer contacts and services into CWDS (or another Philadelphia Works-designated data system) d. Maintain contact with the employer during the hiring process and, if the job seeker is not hired, determine the reason why and work with the assigned Workforce Advisor to improve the job seeker s competitiveness e. Contact employers post-hire to determine job retention, champion advancement, and, if job retention is not achieved, to identify the cause/s and follow-up accordingly f. Work with the Cross-Center Business Services Team in organizing in-center recruitment and hiring events g. Recommend to the Life Skills Coach and the Cross-Center Service Enhancement Team activities, workshops, and curricula that will assist customers in employability, job finding, and skill development h. Contribute to meeting the EARN and WIA Intensive/Training Services performance metrics and success indicators 5. Life Skills Coach (EARN) a. Provide guidance to customers experiencing challenges and barriers to their goal of employment or training that is beyond the work of the assigned Workforce Advisor b. Refer customers to outside agencies and organizations to assist customers dealing with critical life issues that act as barriers to successful employment and job retention c. Coach customers and give them the tools that will assist them with learning how to resolve issues independently as they navigate through everyday life, employment, and program participation 20

21 d. Facilitate workshops that are specifically designed to meet the specific needs of EARN customers that are beyond the workshops available in the Universal Product Box e. Contribute to meeting the EARN performance metrics and success indicators 6. Community Work Experience Coordinator (EARN) a. Work with the EARN Workforce Advisors to find appropriate community service worksites for EARN customers who are unable to find subsidized or unsubsidized employment and to serve as a participation bridge while seeking such employment b. Identify potential community worksites and service positions that are aligned with labor market demand and that provide direct and transferrable skills and work experience to EARN customers to increase their employability c. Implement worksite agreements that specify the responsibilities of the worksite in providing supportive supervision in an authentic work environment, the skills to be taught, and the time limitations on community service for the EARN customer at that site d. Maintain contact with worksites throughout community service to ascertain EARN customer attendance and skill attainment e. Work with the Integrated Job Development Team and Job Developers to identify unsubsidized and subsidized employment opportunities to transition EARN customers as quickly as possible to paid employment f. Achieve the success indicator of percentage of customers moving from Community Service to Entered Employment C. PREP Coordinator 1. The Site Administrator will name the Universal Services Team Leader to serve as the Coordinator for the Profiling for Reemployment Services Program (PREP) 21

22 2. The PREP Coordinator is responsible for the successful implementation PREP and ensuring compliance with all Commonwealth requirements for PREP, including: a. Selecting and sending profiled claimants a PREP referral notice on a weekly basis with the requirement to attend a PREP Orientation/Assessment session at the PA CareerLink Center b. Rescheduling profiled claimants, when necessary c. Determining if claimants have been inappropriately referred and, if so, entering the exemption on the UC Claimant Details screen d. Providing the PREP Orientation/Assessment session with profiled claimants, including an orientation to PREP, an initial assessment, completion of the UC Reemployment Assessment Form (PREP-4), and referral to appropriate Center and Program Partner services e. Recording services provided to profiled claimants in CWDS f. Entering of exemptions and positive/failed actions data into CWDS and reporting of failed actions and positive terminations to the Unemployment Compensation Center 3. The PREP Coordinator will fulfill these responsibilities by assigning these duties to the Welcome and Skills+Employment staff on the Universal Services Team and all Welcome and Skills+Employment staff will be trained to do so 4. When profiled claimants report to the Center: a. The Greeter will ask them to sign-in on the daily new PREP customer sign-in sheet b. The customer will then be served using the welcome process procedures and protocols for that are used with all Center customers, including the initial one-on-one, welcome meeting. c. The one-on-one, welcome meeting will include all of the required meeting components for all first-time Center customers, but also include the orientation to PREP and the completion of the PREP-4, including referral to Center and Program partner services 22

23 D. Community Connections Liaison 1. The Cross-Center Services contractor is responsible for developing Enhanced Community Connection Partnership Agreements with community-based programs. 2. The Agreements will include specificity on how the partners will make referrals of customers to the Center and how the Center will refer customers to their programs and services. 3. Both the Community Connection Partner and each Center will name a specific staff person to serve as the Community Connection Liaison. These Liaisons will serve as the point of contact between the Community Partner and the Center. 4. The Site Administrator will name one staff person from the Universal Services Team to act as the Center s Community Connections Liaison. The Community Connections Liaison will also serve as the Earn and Learn Liaison to receive referrals from the myplace partner. This responsibility will be in addition to other assigned duties. 5. All Center staff will be trained in the specifics of how to make referrals to a Community Connection Partner, as outlined in the Community Connection Partner Agreement. 6. The Center s Community Connection Liaison is responsible for recording the number of referrals received from each Community Connection Partner on an ongoing basis. Reference Attached Exhibit 4: Roles and Responsibilities in Implementing Enhanced Community Connections Partnerships E. Site Administrator Coordination with the Rapid Response Coordinator When an employer notifies the Rapid Response Coordinator of pending layoffs, the Rapid Response Coordinator will contact the Center Site Administrators to plan outreach and coordinated service delivery strategies for those employers and the workers being laid-off. 23

24 Exhibit 4: Roles and Responsibilities in Implementing Enhanced Community Connections Partnerships The PA CareerLink Center - Works with Cross-Center Services Community and Engagement Outreach Team to Develop Signed Agreement with Community Connections Partners in the Center s Area - Center Site Administrator Appoints Community Connections Liaison - Center Makes and Receives Referrals from Community Connection Partners Enhanced Community Connection Partner - Signs Agreement - Makes and Receives Referrals - Potentially Offers Services at Center - Potentially Has Onsite Center Orientations and Workshops - Helps Customers Access Virtual Services Cross-Center Services: Community Engagement and Outreach Team - Works with Site Administrators, Community Connections Liaisons, and Potential Partners to Sign Community Connections Agreement - Provides Technical Assistance to Community Connections Partners in Maximizing Virtual Services - Continuously Improves the Community Connection Strategy Cross-Center Services: Service Enhancement Team - Provides Opportunities for Community Connection Partners to Offer Services at Center - Delivers Center Orientations and Workshops at Community Connection Sites (as Agreed) - Develops Virtual Services for Access by Customers of Community Connection Partners - Trains Partner Staff in Assisting Customers with JobGateway and Virtual Services 24

25 V. Center-Wide Integrated Services Delivery Customer Flow Chart Front-Desk Greeting: All Center Customers First-Time Center Customers (Invited, Referred, Walk-in) Return Center Customers (Appointments, Workshops, Events, CRC) Initial JobGateway Registration One-on-One Welcome Meeting Option: Meet One-on-One with Skills+Employment Staff and/or Option: Refer to Program Partner for Potential Eligibility The Product Box: Universal Product Box Services Partner Programs and Program-Specific Services Use CRC Resources and/or Attend Workshop and/or Participate in Center Event and/or Meet One-on-One with Skills+Employment Staff and/or Appointment With Partner Program Staff 25

26 VI. The Product Box A. Two Categories of Product Box Services The Product Box is the heart of the Center and the reason that the Center exists. The Product Box includes all of the services potentially available to Center customers. The Product Box has two categories of services: 1. Universal Services which are immediately and continuously available to all Center Customers after the Welcome Process (including initial JobGateway Registration and the one-on-one welcome meeting). 2. Program-Specific Services which are available after program eligibility and enrollment. (Program customers always have Universal Services available to them, as well.) B. Site Administrator Responsibilities for the Product Box and Service Access 1. The Site Administrator is responsible for ensuring all Center customers have immediate and continuous access to the Universal Services in the Product Box. 2. The Site Administrator is also responsible for populating the Universal Product Box with the following services: a. Career Resource Center b. Job Matching for Job Leads and Staff-Assisted Referrals c. Standardized Skill Assessment d. Labor Market Information e. Referrals to Community-Based Organizations f. Referrals to Program Partners for Potential Eligibility and Enrollment C. Cross-Center Service Manager Responsibilities for the Product Box The Cross-Center Services Manager has responsibility for populating the Universal Product Box with certain services: 1. The Service Enhancement Team is responsible for ensuring the availability of a wide range of job finding and skill advancement for employment group workshops for customers (at the Center, other community locations, and virtually). 26

27 2. The Business Services Team is responsible for arranging employersponsored services, including in-center recruitment events and prereferral/pre-hire testing. 3. While these Cross-Center Services Teams are responsible for ensuring availability of these services, it is the Site Administrator (through the Universal Services Team and the WIA Intensive/Training and EARN Program Teams) who is responsible for helping Center customers access these services. 4. The Cross-Center Services Manager has responsibility for populating the Product Box with certain Program-Specific Services: a. The Service Enhancement Team (working Philadelphia Works and with the Business Services Team) is responsible for making available On-the-Job, Customized, and Occupational Training opportunities available for WIA Intensive/Training customers. b. The Service Enhancement Team (working with Philadelphia Works) is also responsible for making On-the-Job Training and EARN-funded Job Specific Skills Training opportunities available to EARN Program customers. c. While this Team is responsible for ensuring the availability of these products, it is the Site Administrator (through the WIA Intensive/Training and EARN Program Teams) who is responsible for helping customers access these services. D. Populating the Product Box with Employment Opportunities for Center Customers 1. The Cross-Center Services Business Services Team has the responsibility to proactively outreach employers with jobs meeting the skills, qualifications, and interests of Center customers 2. To assist the Business Service Team in outreaching appropriate employers, the Center Site Administrator will prepare a monthly summary of: a. The characteristics (work experience, skills, and credentials) of WIA registrants and EARN customers that have no or inadequate job matches in JobGateway b. The top three types of job openings that would result in more WIA registrants and EARN customers finding jobs 27

28 c. The WIA participants in occupational training and EARN customers in Job Specific Skills Training by type of occupation and the number of training graduates anticipated in each occupation within the next three months 3. This monthly summary will be forwarded to the Cross-Center Services Manager E. Product Box Coordination, Staff Training, and Continuous Improvement 1. The Center Site Administrators and the Cross-Center Services Manager will meet regularly to discuss and continuously improve the quantity, quality, responsiveness, and use of the services in the Product Box. 2. The Site Administrator will ensure that all Center staff are trained in the content of all services in the Universal Product Box (especially group workshops) and know how to successfully promote and schedule the services for customers. 3. The continuous promotion, scheduling, and customer use of the services in the Product Box are key to the Site Administrator achieving success with the following Center-wide success indicators: a. Percentage of Center customers receiving at least one postwelcome service b. Percentage of Center customers receiving more than one postwelcome service c. Percentage of Center customers with more than one Center visit d. Percentage of PREP customers receiving at least one postwelcome service 28

29 Exhibit 5: Universal Product Box Services Continuously Available to All Center Customers After Initial JobGateway Registration and the One-on-One Welcome Meeting Center Welcome: - Greet and Thank for Coming - Initial JobGateway Registration and Profile - Initial Assessment and Initial Job Matching - Referrals to Partner Programs and CBOs - Opportunity to Meet with Skills+Employment Staff for Customized Workforce Advice - Immediate Availability of Universal Services in Product Box - Next Steps: Promote, Recommend, Schedule First Universal Service/s Universal, Immediately Available, Direct Access Services in the Product Box - Access to Career Resource Center with Staff Support, When Needed and Wanted - Virtual Services - Referrals to and Appointments with Community-Based Organizations - Labor Market Information to Inform Job Search Strategy and Career Choice - Job Matching for Job Leads and Staff-Assisted Job Referrals - Standardized Skill Assessment (Such as KeyTrain, CASAS, or Other Approved PA Department of Education Standardized Assessments for Adults) - Staff-Administered and Interpreted Standardized Skill Assessment (Such as TABE) - Pre-Referral/Pre-Hire Testing for Skill Verification - Job Seeker Self-Directed/Computer-Based Workshops - Job Seeker Job Finding and Job Readiness Group Workshops - Job Seeker Skill Advancement for Employment Group Workshops - WIA Title II Literacy Services (and myplace referrals) - Job Clubs and Professional Networking Groups - Invitation to Employer-Sponsored In-Center Recruitment Event/s - Referral to Center Program Partners (Including WIA Intensive/Training and Education Services for Potential Eligibility and Enrollment) 29

30 Exhibit 6: Product Box Services Available After Program Eligibility and Enrollment Welcome Meeting Referral Skills+Employment Meeting Referral Partner Programs and Staff - EARN - WIA Title I Adult and Dislocated Workers Intensive/Training - myplace (Title II Literacy) - Disabled Veterans Outreach Program - Office of Vocational Rehabilitation Trade Program-Specific Operations - Program Eligibility and Enrollment - Program Compliance and Reporting Potential Program-Specific Product Box Services (Defined by Each Individual Program Partner) - Case Management - Assessment (such as Work Keys, TABE, and Prove It) - Connection to Support Services - Group and Individual Career Counseling and Planning - Individual Employment Plan (Including Career Goals) - Structured Job Search - Job Development and Staff-Assisted Placement Services - Staff-Assisted, Individualized Skills Development Strategies (e.g., KeyTrain) - Work Experience/Community Service/Supported Work - WIA-funded On-the-Job Training and Customized Training - WIA-funded Occupational Training (ITA) and EARN Job-Specific Skills Training Universal Product Box Services Are Always Available to All Center Customers 30

31 Exhibit 7: Assigned Contractor Responsibility for Product Box Services Universal, Immediately Available, Direct Access Services (Immediately Available After Welcome Process and Then Continuously Available to All Customers) Product Box Service Center Contractor Cross-Center Contractor Notes/ Collaboration Access to Career Resource Area with Staff Support Referrals to a Community- Based Organizations Labor Market Information Job Matching and Staff- Assisted Job Referrals Standardized Skill Assessment Staff-Administered and Interpreted Standardized Skill Assessment Referral to Center Program Partners for Potential Eligibility and Enrollment Virtual Services Self-Directed/ Computer- Based Workshops Job Finding and Job Readiness Group Workshops Skill Advancement for Employment Group Workshops Job Clubs and Professional Networking Groups Pre-Referral/Pre-Hire Testing for Skill Verification Working with Center Site Administrator Employer-Sponsored In- Center Recruitment Event/s Working with Center Site Administrator WIA Title II Literacy Services Working with Partner 31

32 Exhibit 7: Assigned Contractor Responsibility for Product Box Services (Continued) WIA and EARN (Program-Specific) Product Box Services (Available to Customers After Specific Program Eligibility and Program Enrollment) Case Management Comprehensive Assessment Support Services Individual Employment Plan Structured Job Search Individual Career Counseling and Planning Staff-Assisted, Individualized Skills Development Strategies (e.g., KeyTrain) Work Experience/Community Service/Supported Work Job Development Group Career Counseling and Planning On-the-Job Training and Customized Training Occupational Training (ITA) EARN Job Specific Skills Training Center Contractor Cross-Center Contractor Notes/ Collaboration Working with the Business Services Team When in Workshop Format Working with the Business Services Team Working with Philadelphia Works Working with Philadelphia Works 32