Orientation for Navigators Course 2: Processing A Ticket & Marketing the EN

1. Orientation for Navigators Course 2: Processing A Ticket & Marketing the EN State of Iowa Workforce Partners Employment Network August 2008

2. Customer Service vs. Competition • Imperative DPN’s understand this & communicate this philosophy • Outcome is serving people with the most appropriate, readily available service to achieve their employment goal. • DPN’s need to engage with local VR/IDB folks to determine ticket assignment best fit.

3. Relationship with State VR Agencies Working agreement between VR, IDB, IWD • If person working with VR, we support the person & counselor. If person unhappy offer to bring them together to problem solve. • If person once had open case with VR agency, contact state lead. • Maximize energy to problem solve

4. Person wants Assign Ticket contacts the respective Navigator • Need to find out if assignable & if has/had case with VR • Schedule an appt with the person • Determine where one stop can best meet customer needs • If workforce, then DPN write the work plan

5. Individual Work Plan • A written agreement – 3 components employment plan from iworks, IWP addendum & 18 month look back. • Both are signed by the beneficiary and the EN • Describes employment and support services needed to reach an employment goal • Becomes effective once: • Maximus verifies the Ticket is assignable • IWP is signed by the beneficiary (or representative) and EN representative • Faxed to Maximus by respective Navigator

6. Writing IWP • Individualized training on using iworks to write the IWP (employment plan & addendum) • Engage other services of the one stop • Working with other partners for single plan protocol • Required components

8. Reassignment or Involuntary Termination of Ticket Assignment • A ticket holder can reassign his/her ticket. Needs to be done in writing. Navigator has template they can use. • An EN can terminate a Ticket assignment at any time if a beneficiary is not actively participating in his/her IWP: • The EN will notify MAXIMUS • MAXIMUS will notify the beneficiary • Upon notification, the beneficiary may: • attempt to resume active participation if the EN is willing, • Reassign his/her Ticket to another EN, • Place his/her Ticket in Inactive Status, or • Withdraw from the TTWP altogether

9. Role of Navigator Implementing the EN • State Lead oversee state EN • Regional Workforce Partners invited to participate as part of the state EN • Local DPN responsible at local level • The navigators are a team leading the EN • Navigators need to establish trust in system!

10. Marketing the Ticket • Coordinated activities & local activities • News Release / Website • Referrals from One Stop system (WIA, vets, Senior Employment, Youth program) • Refer to marketing plan

11. Marketing EN by Navigator • Orientation to workforce partners about EN (get materials from state lead or Sharepoint) • Ongoing reminders & training about EN whenever you can • Provide tools to front-line staff (business cards, office signage- on Sharepoint)

12. Marketing by Navigator • Market EN at MIG & WIPA events, as well as local events. • Add EN to workforce written materials & presentations • Promote TTW and include area EN’s. Invite area EN’s to join you.

13. EN Marketing Materials • SSA Ticket Brochures • Regional EN Inserts • TTW Displays from MIG • News Release • State EN Services flyer (reminder: include Ticket logo or statement on other materials from your region)

14. Outreach to Ticket Holders • Workforce partners events (Job Fairs, Iowa Advantage workshops, RES, orientation to customers) • Ticket Informational Meetings - materials available on sharepoint. • Monthly event by DPN provide presentations to consumer groups about TTW

15. Questions? • Thank You • Contact Mary Lynn ReVoir, Navigator mary.revoir@iwd.iowa.gov • 866-520-8986 ext 107 • cell: 563-380-0273