Business Service Plan for the Southwest Wisconsin Comprehensive Job Center Southwest Wisconsin WDA

Business Service Plan for the Southwest Wisconsin Comprehensive Job Center Southwest Wisconsin WDA ENCLOSURE 13 1. How will the One-Stop Operator (OSO) for this Comprehensive Job Center (CJC) coordinate across the WDA to ensure that this CJC has a distinct territory that does not overlap with other CJC territories? The Southwest Wisconsin Workforce Development Board (SWWDB) operates only one Comprehensive Job Center (CJC). Therefore, the Southwest Wisconsin Workforce Development Area (SWWDA) has one CJC territory. The CJC is located in Rock County. Rock County is the eastern most county in the WDA. Rock County accounts for almost 55% of the residents of the region and over 65% of the WIA registered clients. Therefore, many of the business services originate from the CJC in Janesville. Business service activities in the southwestern counties are coordinated by SWWDB staff at its administrative center in Platteville and through the Southwest Wisconsin Technical College affiliated job center. This approach ensures that are coordinated throughout the entire region. Business services representatives (BSRs) from the partnering organizations respect the WDA boundaries and do not impede on neighboring WDA territories. In the event a service request is received from a business in another WDA, the business will be provided with the name and contact information of the appropriate business services representative in that WDA. In addition, a SWWDB staff person sits on the WWDA business services committee. The WWDA business services committee attempts to coordinate service delivery across workforce regions. As the OSO, the Southwest Wisconsin Workforce Development Board (SWWDB) will continually monitor compliance activities to ensure services do not overlap with other WDA territories. 2. How will the OSO ensure that each employer for whom enhanced business services are provided, has a single point of contact (Account Rep)? The SWWDA s business services team (BST) members will serve as the point of contact for any business inquiring about services. The BST is comprised of representatives from all Job Center partner agencies and includes staff based in both the Rock County CJC and throughout the region s other five counties, and is chaired by SWWDB s Business Services Coordinator. The BST is responsible for the coordinated approach to business services in the region. The overarching purpose of all employer interactions and business services activities is to provide informed customer service and responsive resolution to the issue. BSRs are encouraged to answer questions and provide information to the best of their ability during the initial contact. But, a responsive solution may be to link the employer with the right partner agency who is in the best position to supply the needed services. This is best achieved through a contact management system that coordinates multi-agency responsiveness rather than relies on a single point of contact. SWWDB is one of the pilot areas involved in the Skills Wisconsin project the WWDA Workforce Innovation Grant. This grant provides a business contact management system called Workforce 2.0 built the Salesforce platform. Salesforce is the leading business contact tracking/documentation system used by business and economic development agencies. Workforce 2.0 and Salesforce will Business Plan for Southwest CJC ATTACHMENT A 1 of 7

ensure the coordinated sharing of information and tracking of business contacts across CJC business service team (BST) members. While a BSR may receive the initial contact, and that person may continue to be the key contact with the company, the system will share information across partner agencies so the organization with the right resources is made aware of and responds to the service need. Through the tools built into the system, a business contact can be managed by multiple personnel through completion of the services delivered. This comprehensive, multi-agency systems tactic will improve responsiveness to business services regionwide. The BST strongly supports this holistic team approach and feels it is the best way to address service solutions to the complete satisfaction of the business. The and then I again firewood so I m sort of take stuff and set up downstairs for 3. How will the business services be coordinated on this Business Services Team? Business services will be coordinated through regular BST meetings which will be held monthly or more frequently, if necessary. The intent of these meeting is coordination of services by discussing local workforce needs and trends; communicating status of programs, services and other activities being delivered to employers and identifying emerging opportunities in the region. The meetings will also serve as time to plan coordinated activities (such as multiple-employer job fairs and other outreach activities) targeted toward local employers. The new Workforce 2.0 contact management system and Salesforce platform will be useful tools to improve the coordination of services. Employer-related information will be entered into the Workforce 2.0 contact data system thereby creating a historical record of employer needs and services delivered. This information will be available to every BST member to more effectively coordinate service responses. BST meetings will be used improve utilization of these system and enhance the effectiveness of employer contacts and meetings. Every BST member will have access to the Salesforce Chatter app providing a social media type tool for information sharing and communication between BSRs. Communication among BST members will also occur via email on the SWWDB network. In addition, coordination of BST activities (i.e. agendas, meeting notes, and other shared documents and resources) will take place via a secure, password-protected portal (i.e. a Microsoft SharePoint site designed specifically for BST activities). BST members will receive log-in credentials and will be able to use the site to access meeting agendas and notes, enter information regarding BST events and projects, such as job fairs, to ensure that information is shared among all team members and partner agencies. This system will also be used to track other activities assigned to and conducted by team members and serve as a historical repository for activities and information prior to full implementation of Workforce 2.0 and Salesforce platform. 4. How will the Business Service Team prioritize outreach efforts to targeted employers? The BST targets employers in the driver industries and demand occupations identified by SWWDB. SWWDB has conducted extensive research and a detailed analysis of labor market information, with the assistance of the Office of Economic Advisors labor economists, to determine those industries having the greatest impact on the local economy and workforce. Services to these industries will be the first priority of BST. BST will also prioritize services those employers who already take part in CJC activities or who are already working with a CJC agency. Furthermore, BST will focus efforts on employers who frequently post job openings on the Job Center of Wisconsin website. BST will also monitor other job-posting boards to track Business Plan for Southwest CJC ATTACHMENT A 2 of 7

posting activities of employers who may not utilize JCW. The team also will communicate and collaborate with economic development organizations, chambers of commerce, professional associations, colleges and labor unions that will aid in employer recruitment and retention, job creation and community development. 5. What Strategies will the Business Services Team use to share information about targeted employers with case management staff, counseling staff, and Resource Room staff? The BST will act as a conduit between employer- focused assistance and job seeker services and placement. The purpose of WIA and other workforce training programs is ultimately to place job seekers in jobs. Employers are the job creators in a community and sharing information on current job openings with case managers, resource room staff and other job center personnel is essential. The primary method of sharing information among partners has been and for the foreseeable future will continue to be email. The SWWDB IT department has created a distribution list providing email access to staff from every job center partner agency. Employer hiring and open position information, along with details of on-site recruitments, is made known to Job Center partners through e-mail notification. These notices also will be distributed WDA-wide, when appropriate, so that all job center partners can notify clients of hiring opportunities available in the area. Staff receiving these notices, under WIA contract provisions; pass the information along to qualified clients. In addition, as mentioned previously in item #3 above, BST members also have access to a Microsoft SharePoint site to information sharing and filing of meeting agendas, notes and other documents relevant to business service activities including job descriptions, wage information, etc. Notices of all on-site recruitments are posted on the informational monitors and through other appropriate means in the CJC and resource room making job seekers aware of hiring opportunities. Notification is also made, when appropriate and applicable, on the SWWDB social-media sites (Facebook, Twitter, etc.) and the SWWDB virtual job center website. More traditional media will be used and posted as well. As BST members become for familiar with and comfortable using the new Workforce 2.0 and Salesforce systems will also be to share employment information. The Salesforce Chatter app would appear to be a simple, fast and effective tool for this purpose. 6. How will the Business Services Team assist employers with writing job descriptions that accurately describe the position? Due to the fact that the JCW system allows employers to create and manage their own account and post/remove job orders as needed, employers may not always contact BST staff for assistance. However, staff assistance is available for those employers who may not be able to enter their own information. When called upon to assist employers with job-description creation, BST members will rely on employerprovided information and O*Net position descriptions. The BST believes employers whose job postings include accurate and complete job descriptions and other relevant information (wages and benefits, work site(s), etc.) are the most likely to draw the attention of job seekers. BST members will encourage all employers to be as descriptive as possible when posting positions on JCW. Many employers are under the false impression that the candidates who apply for a position posted on JCW are pre-screened. Because the site is online and available to anyone with access to the Internet, this is not the case. So, it is important for BST members to explain that, just like help-wanted listings in Business Plan for Southwest CJC ATTACHMENT A 3 of 7

newspapers, they will receive resumes from all interested applicants. Therefore, BSRs should explain the importance of writing a good, detailed job description that will attract the attention of the best qualified applicants. 7. How will the Business Services Team promote direct entry of job orders by employers? The JCW system promotes the direct entry of job orders by employers. BST members will reinforce this concept and encourage employers to self-enter job orders informing employers of their ability to create, account and enter job orders without staff assistance. Under certain circumstances, BST members will assist employers providing tutorial (technical) assistance. The purpose is to demonstrate the process, provide tips and guidance and respond to employer questions. This type of hands-on demonstration will provide the employers with a level of familiarity with the system and build confidence in their ability to do direct entry. This will improve the likelihood the employers will be more comfortable in using JCW independently in the future. 8. How will the Business Services Team assist employers in placing job orders to effectively announce job vacancies? The JCW system promotes the direct entry of job orders by employers. BST members will reinforce this concept and encourage employers to self-enter job orders informing employers of their ability to create, account and enter job orders without staff assistance. The BST will also provide assistance on writing good job announcements sharing tips and resources (i.e., O*Net codes, job description examples, etc.) intended to help an employer prepare a concise, accurate job description that accurately describes the duties of the position. A good, clear job description is the key to attracting the most qualified applicants for the job. The BST will also emphasize the importance of entering a wage range for jobs posted on JCW. Listing salary and benefits is often an incentive for job seekers, whereas not listing the salary can often be viewed negatively by applicants. When salary and benefits are not listed, job seekers often assume that the salary and benefits must be low since the employer is not willing to list it. The BST will also market WORKnet as a valuable and powerful tool for employers. BST members will explain WORKnet, the data available through WORKnet, and how employers can use this data in preparing job vacancy announcements. Assistance will be provided to employers on how to access and use WORKnet data. If more information is needed than what is available on WORKnet, BST members will consult with the SWWDB business services coordinator regarding other resources. For example, the SWWDB business service coordinator has access to tools such as Wanted Analytics, Economic Modeling Specialists Inc. (EMSI) data and tools, information from local economic developers, the region s DWD labor market economist and/or other sources that can provide the required information. 9. How will the Business Services Team assist employers in recruiting qualified job applicants? The BST will not normally get directly involved in recruiting qualified job applicants for an employer except under a fee for service agreement with the employer. In those situations, a contract will be negotiated with an employer outlining the specific duties and responsibility of the BST in the recruitment process. Business Plan for Southwest CJC ATTACHMENT A 4 of 7

As noted in previous sections, the BST will provide assistance in the following ways: Advise employers of qualified applicants available through the partner agencies in the job centers including WIA dislocated worker, adult and older youth program participants; DVR consumers; W-2 and FoodShare recipients; and any other populations served by a CJC agency. Stress the importance of listing the vacancy on JobCenterofWisconsin.com the official state jobs board Emphasize the importance of identifying education and work experience requirements for every position posting to dissuade unqualified applicants from applying. Encourage employers to participate in multiple-employer job fairs Encourage employers to hold recruitment events at the local job center. Market fee-for-service agreements that will enable BST members to pre-screen applications for the employer, along with other recruitment function that may be negotiated in the agreement. Advise job center partners and staff of jobs posted on JCW and other job-posting websites so partner agencies can encourage qualified clients to apply. Promote the availability of various CJC partners to provide on-the-job-training opportunities. 10. How will the Business Services Team ensure that employers have access to labor market information and analysis? As noted in a previous section, the BST will market WORKnet as a valuable and powerful tool for employers. BST members will explain WORKnet, the data available through WORKnet, and how employers can use this data in preparing job vacancy announcements. Assistance will be provided to employers on how to access and use WORKnet data. Specifically, the BST will : Distribute informational packets with material about the DWD WORKnet website; and the data, statistics and information found on the website. Ensure that the www.jobcenter.org website contains links to WORKnet so employers can easily access information on the site. Explain availability of other labor market data systems (i.e. EMSI, Wanted Analytics, etc.) and, upon request, can pull customized reports and share information with employers and CJC partners. Work with the local economic development agencies, chambers of commerce, technical colleges, advisory boards, and professional associations to make LMI available and useable to employers. The BST intends to revive and reinstitute the Business Info Lunch series that presented topics of interest to employers. In the past, topics included WORKnet navigation and how labor market information could be used by businesses. Previously, these sessions were held monthly, but it is likely that the Business Info Lunches will be held quarterly. 11. What employer events will the Business Services Team hold? The BST is planning on holding the following types of employer events: Host several multiple-employer job fairs across the region that will give employers the opportunity to interact with a large pool of job-seekers while sharing costs for advertising and promotion. Hold quarterly Business Info Lunches across the region on topics of interest to employers such Business Plan for Southwest CJC ATTACHMENT A 5 of 7

labor laws, employment rules and regulations, CJC structure and services, WORKnet and LMI, etc. Continue to be members of existing human resource organizations in the region and partner with these groups on programs and activities. 12. How will the Business Services Team assist employers with planning for workforce expansion or downsizing? The BST will assist employers with planning for workforce expansion and downsizing providing assistance and services available through partner agencies. BST members will strive to develop solid working relationships benefiting the employers by providing services in a timely, efficient and helpful manner. The goal is to develop an ongoing and mutually beneficial relationship in which employers consider the BST and job centers as a critically important resource in addressing an employer s workforce needs. WIA creates an important and direct role for job center partners in the event of a business downsizing or plant/facility closure. The BST will be active in this process by helping employers access Rapid Response services. These activities may include, when appropriate, participation with local economic and community development agencies and other partners in efforts to retain the company. In applicable situations, the BST will provide employers with information on how customized training funds may be used for incumbent workers as a layoff-aversion tool. With regard to business expansion, the BST will work with companies as well as local and/or state economic development organizations to address expansion-related issues that precede the recruitment and hiring process. BST representatives will also provide information on such topics as tax credits, training options, and funding/staffing resources. BST members will explain available services, address any questions and negotiate any fee-for-service contracts under which activities will be conducted. 13. How will the Business Services Team provide information on retention and post-employment support services for employees? The BST will provide assistance to employers related to retention and post-employment support services in several ways: Identify techniques and provide resources that will help an employer hire the right employee, the first time. Provide assessment tools and services that will match the interests, aptitudes and abilities of job seekers with job qualifications. Inform employers about the incumbent worker training programs resources available in the WDA as well as other programs delivered through SWWDB and the job centers on a fee-for-service basis. Emphasize career pathways training and the teachable fit concept as a way to upgrade the skills of employed incumbent workers and assist employers maintain a highly skilled and motivated workforce. Inform employers of basic skills instructional programs offered at the job centers such as GED training, and remedial math and reading courses that will elevate the skill levels of employees. 14. How will the Business Services Team provide information to employers on workplace and customized training? Relating to post-employment support services is information on workplace and customized training. The Business Plan for Southwest CJC ATTACHMENT A 6 of 7

BST will, as stated previously, work to make employers aware of training opportunities available throughout the WDA. Traditional and non-traditional media promoting training opportunities will be made available to employers. In addition, BST will inform and promote training (customized and on-the-job) provided by SWWDB as part of the fee-for-service plan. SWWDB will provide customized fee-for-service training programs with the assistance of professional and experienced training providers as appropriate. 15. Identify at least one business service that the Business Services Team will offer that conforms to the WDA fee for Services Plan? Probably the biggest, most impactful and time consuming business service activity is the job fairs. The Southwest Wisconsin BST will plan, recruit, market and operate at least three multiple-employer job fairs two in Rock County and one in the southwestern counties. These job fairs will again be a fee for service activities with employers assessed a fee for participation that will be used to offset expenses. SWWDB will coordinate and operate the WDA s fee-for-service plan and will charge for several services delivered as part of this plan. SWWDB s Business Services Coordinator will oversee the program and will coordinate activities with other CJC partner agencies to deliver services to employers. The level of service and the method through which services will be delivered will be determined on a case-by-case basis as driven by the employer s needs As employers have become lean and/or streamlined their human-resources departments over the past several years, they have expressed the need for occasional, temporary assistance from the workforce system. One fee for service contract will be negotiated with an area business, organization or government agency that will involve a full range of human resources function such as accepting, sorting and screening applications on behalf of the employer. Services will also include the candidate selection, review and interviewing process. Background checks and drug screening will also be coordinated by SWWDB. Business Plan for Southwest CJC ATTACHMENT A 7 of 7