Sacramento Works Customer Flow Training

1. Sacramento Works Customer Flow Training “Preparing People for Success: in School, in Work, in Life.”

2. Welcome/Engagement Function

3. It is the responsibility of Center/Site Welcome/Engagement staff to: • Provide a warm and welcoming environment. • An orientation to available services. • Assist with on-line registration on the SacWorks website.

4. Staff should assist each customer to: “Know their skills, enhance their skills and get the best job possible with the skills they have.”

5. Staff should assist customers with: • Referrals to community services not provided at the SWCC or SWTC. • Encourage customers to become a SacWorks member to access SacWorks services. • Encourage customer to provide evidence of Right-to-Work documents.

6. The Customer Flowchart shows the progression from the customer’s welcome into Sacramento Works through their employment or other outcome.

7. Customer’s First Visit

8. First Visit • Completion of SacWorks Registration • Registration Packet: • Code of Conduct • Authorization for Release of Confidential Information • Grievance Procedure • EDD brochure • SacWorks Addendum • Nondiscriminatory Practices and Equal Opportunity Procedures

9. First Visit cont…. • SacWorks card • Informal Orientation & Customer Satisfaction Survey • Registrations into the CalJOBS system • Special Needs accommodation • Background Wizard • Assessments

10. Disability Program Navigator Contacts: Jennifer Fischer E-mail: JEFische@delpaso.seta.net Contact Number: (916) 263-5400 Lorraine Canaday E-mail: LPCanada@delpaso.seta.net Contact Number: (916) 263-6647

11. Customer Status Verification

12. Customer Status Verification in SacWorks • Enrollments/Activities • Case Notes • Gold Standard Study Information

13. Customer Status Verification in SacWorks • Enrollments/Activities • Case Notes • Gold Standard Study Information

14. Check for Enrollments and Activities in SacWorks A red message will indicate a customer’s group assignment in the Gold Standard Study. This message will be absent for non-participants. Review the list of activities; see if any are still active; notice the Begin and End dates. This customer has an open WIA App and current activities, so refer the customer back to the appropriate staff for continued services.

15. Review the Case Notes in SacWorks The Gold Standard Study group assignment information also is shown in this section.

16. Gold Standard Study The Gold Standard Study was implemented under the direction of the Department of Labor (DOL) to evaluate the effectiveness of the Workforce Investment Act (WIA). The random assignment selection process began on February 1, 2012 and officially ended on April 5, 2013. The Post-Intake period of the study began on April 6, 2013 and will continue until July 5, 2014. During the intake period of the Gold Standard Study (2/1/2012-4/5/2013), each customer was randomly assigned into one of three groups: 1. Core Only 2. Core-and-Intensive 3. Full WIA For more detailed information about the Gold Standard Study, see the Guidance on the Gold Standard Study Post-Intake Period Directive #IS27-13

17. Check the Profile section in SacWorks for Gold Standard Study information Review this section for a customer’s Gold Standard Study group assignment and study group expiration date. For those in the Core or Core-and-Intensive group, the expiration date indicates when a customer is free from restrictions and can receive any type of service. For those customers not in the study, this section is defaulted to ‘Not Applicable.’

18. Eligibility WIA Intensive/Training Services Marty

19. Enrollment/Participation in SacWorks

20. Staff Assisted Services/Initial Assessment/Coaching • Initial Assessment/Intake Interview Guidelines • Set “Alerts” to ensure notification of Soft Exit or Activity ending

21. Coaching Appointment/Workshop • My Action Plan (MAP) • Staff will encourage customers to identify their goals and outline the steps needed to accomplish their goals, including target dates for completion, and keep track of them using their MAP. • It is the responsibility of the customer to maintain the MAP. • The MAP is updated on a continual basis.

22. Job Search/Placement Activities, Skills Development, Financial Assistance & Training Activities

23. Full-WIA • Gold Standard Status: • Using effective questioning techniques staff will assist customer in determining what assignments and activities would be the most useful in developing and implementing their Individual Employment Plan (IEP). • Identify personal or pre-employment barriers • Assessments (CASAS, Quick guide, etc….) • Research on skills development/enhancement products

24. Enrolling into Intensive Services • If enrolling into intensive services: M.A.P. • Once the customer receives supportive services or training, the IEP template will be required.

25. Enrolling into Intensive Services cont.… • Customer will be assigned to a specific staff in SacWorks upon completion of enrollment into intensive services. • If a customer is being referred to services provided through another Sacramento Works Center, staff will complete the Sacramento Works SWTC Referral Form and give to customer.

26. Enrolling into Intensive Services cont.… • Case notes, progress notes, attendance records or scanned center/site activities must be entered every 30 days to document services provided. • For direct placement customers: • Follow the eligibility guideline (Section C) • Complete the M.A.P. • Complete SacWorks Addendum • Provide retention services

27. Scholarships

28. Scholarships will be provided through the Sacramento Works Career Center Customers eligible for scholarships: • Needs skills development and training. • Interested in training and unable to obtain financial assistance from other sources. • Determined eligible for applicable grant and Coach for services. • Selected employment opportunities within the Sacramento Works Critical Occupational Clusters. • Completed IEP. Refer customers seeking scholarship to the SWCC.

29. Work Preparedness and Functional Training

30. Work Preparedness & Functional Training Provided by training center staff to customers who: • Need skill development and training • Selected employment opportunities • within the Sacramento Works • Critical Occupational Clusters

31. Training Center Staff Responsibilities • Recruit, assess, and enroll customers for training center activities. • Complete Individual Employment Plan (I.E.P.) with customer. • Insure required documents are completed accurately. • Set “alerts” in the SacWorks system. • Document customer status: attendance, payroll, evaluation, training, submit placement form. • Conduct follow-up up to four quarters. • Provide continued coaching and support to ensure customer’s goals are attained. • Encourage customer to contact the Center’s team if there are any issues with employment.

32. SWTC Liaison Responsibilities • Co-locate at SWTC. • Participate in new customer orientation, case review and center meetings. • Verify WIA eligibility: RTW, Gold Standard, enrollment into appropriate activity codes, and case assignments. • Collaborate on completion of IEP and ensure case notes are current. • Facilitate supportive service process. • Provide technical assistance on SETA/SacWorks directives and policies. • Quality control duties such as review case documentation, financial obligation, etc…

33. On-the-Job Training/Subsidized Employment (OJT/SE) orWork Experience (WEX)

34. On-the-Job Training/Subsidized Employment (OJT/SE) • “Hire first” program • Provides paid training to the trainee • Provides wage reimbursement to the employer • Targets critical occupational cluster positions • Refer to WIA Directive #IS4-08 for more information

35. Work Experience (WEX) • Assist customers to become accustomed to basic work requirements • Promotes the development of good work habits, soft skills, basic work skills, and job retention skills • Refer to WIA Directive #IS21-09 • for more information

36. Data Collection & Customer Tracking

37. SacWorks Events Calendar • The SacWorks Events Calendar/Events Scheduler will be used to schedule and enroll Center/Site customers into workshops. • All intensive and training services will be entered into SacWorks by creating WIA Participation and adding appropriate activity codes into SacWorks.

38. Closures/Outcomes/Exits

39. Exiting a Customer • Customers who enter into unsubsidized employment following the completion of vocational training or OJT/SE will be exited through SacWorks by SETA Support Staff. • All other customers will be exited through a soft-exit process that is automatically initiated after 90 days have lapsed without a service being entered or extended in the SacWorks System. • All contacts with customers, whether successful or • not must be documented in the customers Case • Notes.

40. Exiting a Customer cont.…. • Career Centers, Training Centers and OJT/SE Providers are evaluated on the number of customers who enter subsidized employment. • The timely submission of Placement Forms plays a critical role in the overall performance. Obligation Form.

41. The End. Thank you!