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Service Episodes

Service Episodes. Chapter 3. Objectives. Explain what a Service Episode is and how to enter one. Service Episode (1 of 3). One of the components of Performance Management for an LWA is Employer Satisfaction

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Service Episodes

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  1. Service Episodes Chapter 3

  2. Objectives • Explain what a Service Episode is and how to enter one

  3. Service Episode (1 of 3) • One of the components of Performance Management for an LWA is Employer Satisfaction • The LWA is required to work with employers and is a part of the Performance Management standards • The LWA should claim they have provided a service for an employer • The Service Episode provides a method to ask the employer what kind of a job the LWA did • In TRAC this information was call the Employee Service Record

  4. Service Episode (2 of 3) • Service Episodes allow for the LWA to report a Service to an Employer which can be evaluated and verified as to whether an acceptable level of service was rendered • Service Episodes for LWA’s are extracted quarterly and sent to Northern Illinois University’s Survey Research Lab • NIU follows up with contacts for each episode at the employer • An LWA can report one Service Episode per year per Employer

  5. Service Episode (3 of 3) • Each Service Episode must have a Contact so the individual conducting the survey can interview someone who is familiar with the Services provided by the LWA • Each Episode must have a Start and End Date • Example: DETS’s Event • LWA(s) goes to employer for a pre-layoff workshop • Multiple LWA’s are providing services for the same Employer • As employees are located across multiple counties • Having the ability to track which LWA’s are providing service for this Employer and also follow up on the level of service provided is required for Performance Standards purposes • Each LWA can claim they have provided this service to the employer by creating a service episode with the location documenting who, what, where, and when the LWA provided the service

  6. Adding a Service Episode Select Search Locations

  7. Adding a Service Episode (1 of 5) Entity associated with Location of Service Episode

  8. Adding a Service Episode (2 of 5) Select Location

  9. Adding a Service Episode (3 of 5) Select List Service Episode

  10. Adding a Service Episode (4 of 5) Select Add Service Episode

  11. Adding a Service Episode (5 of 5) Enter all required information

  12. Service Episode Results • Extract to Research Lab • They call the contact at the employer • They document how well the LWA provided services • Information comes back in Performance Management Standards

  13. Summary • We discussed why Service Episodes are important • We described the process for adding the Service Episodes

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