Massachusetts Department of Workforce Development Division of Career Services

1. Massachusetts Department of Workforce DevelopmentDivision of Career Services Quality Assurance Technical Assistance Training Webinar October 1, 2010

2. Massachusetts Department of Workforce DevelopmentDivision of Career Services AGENDA • Welcome • Purpose & Goal • Overview • QA Monitoring Systems Technical Assistance

3. Massachusetts Department of Workforce DevelopmentDivision of Career Services Overview • Case Management • Case Plan • Case Notes • MOSES Data Entry • Question & Answer

4. Massachusetts Department of Workforce DevelopmentDivision of Career Services APPLICABLE DOCUMENTATION REQUIREMENTS • #09-20; Title I Eligibility Requirements (Revised) • #04-34; Case Management for Job Seeker Customers

5. Massachusetts Department of Workforce DevelopmentDivision of Career Services General Comments on Eligibility • WIA and other eligibility should be determined prior to enrollment in retraining and/or other intensive services.

6. Massachusetts Department of Workforce DevelopmentDivision of Career Services Potential Disallowed Costs • Providing intensive services to customers who are deemed to be ineligible may lead to questioned and ultimately disallowed costs. • Disallowed costs have to be repaid using non-Federal funds obtained from the Career Center and/or Lead Elected Official.

7. Massachusetts Department of Workforce DevelopmentDivision of Career Services Applicant Statements • An Applicant Statement, as described in Eligibility Policy #09-20, requires the Applicant Statement to be used “in a limited way” and that local boards “must develop policies that describe how Applicant Statements are used in conjunction with practicable attempts to secure recommended documentation.

8. Massachusetts Department of Workforce DevelopmentDivision of Career Services Applicant Statements (cont’d) • Due diligence assures that Applicant Statements are supported by a documented “corroborative contact or reliable witness attesting to the accuracy of the statement.” and be made in the presence of an appropriately designated staff person, (without unduly penalizing a family or individual with a valid extenuating circumstance).

9. Massachusetts Department of Workforce DevelopmentDivision of Career Services APPLICABLE CASE MANAGEMENT TECHNICAL ASSISTANCE • Case Management in MOSES • Integrated Case Management • Communication Skills for Case Managers

10. Massachusetts Department of Workforce DevelopmentDivision of Career Services WIA ISSUANCE #04-34 • “Formal case management will be standard service delivery model for targeted groups.” • National Emergency Grant (NEG) Participants • Trade Adjustment Assistance (TAA) Participants • WIA Title I Enrollees

11. Massachusetts Department of Workforce DevelopmentDivision of Career Services WIA ISSUANCE #04-34 • Effective Case Management consists of a structured set of clearly interconnected functions that a designated Career Center case manager undertakes to develop and coordinate the delivery of an individual Customer’s agreed upon plan of workforce development services.

12. Massachusetts Department of Workforce DevelopmentDivision of Career Services CASE MANAGEMENT • Formal Case Management requires the assignment of a case manager. • To formally enroll a customer in MOSES Case Management, Case Management is “applied” on the basic screen. • Once this occurs the MOSES Case Plan becomes available.

14. Massachusetts Department of Workforce DevelopmentDivision of Career Services

15. Massachusetts Department of Workforce DevelopmentDivision of Career Services

16. Massachusetts Department of Workforce DevelopmentDivision of Career Services CASE MANAGEMENT • The Case Manager should contact the Customer no longer than every 60 days unless specific populations and/or local policies require more frequent direct contacts. • NEGs require 30 day direct contact for Customers.

17. Massachusetts Department of Workforce DevelopmentDivision of Career Services CASE MANAGEMENT – (cont’d) • Case Management services for NEG and Trade Customers must be available and offered to the Customers. • In addition to the MOSES Case Plan feature being utilized, Case Management services must be documented by listing the services provided in the appropriate services tabs as well as using the MOSES Case Notes feature.

18. Massachusetts Department of Workforce DevelopmentDivision of Career Services

19. Massachusetts Department of Workforce DevelopmentDivision of Career Services

20. Massachusetts Department of Workforce DevelopmentDivision of Career Services

21. Massachusetts Department of Workforce DevelopmentDivision of Career Services

22. Massachusetts Department of Workforce DevelopmentDivision of Career Services

23. Massachusetts Department of Workforce DevelopmentDivision of Career Services MOSES CASE PLAN • ASSESSMENT • GOALS • TRAINING JUSTIFICATION

24. Massachusetts Department of Workforce DevelopmentDivision of Career Services ASSESSMENT • Assessment is an on-going process of gathering information for the purpose of making decisions about the customer. • The process of assessment is based upon the customer’s needs and is individualized to each customer. • Assessment can be comprised of a variety of methodologies.

25. Massachusetts Department of Workforce DevelopmentDivision of Career Services MOSES CASE PLAN ASSESSMENT • Work History • Job Skills • Education • Labor Market for Skills

26. Massachusetts Department of Workforce DevelopmentDivision of Career Services MOSES CASE PLAN Labor Market Information (LMI) • The Labor Market Information (LMI) for Skills needs to be completed for customers seeking a job, as well as, those seeking retraining. • Needs to include the documentation of where the source of the LMI information came from. • Marketability is a factor for all considerations of employment and re-employment, not simply those seeking retraining.

27. Massachusetts Department of Workforce DevelopmentDivision of Career Services

28. Massachusetts Department of Workforce DevelopmentDivision of Career Services http://masscis.intocareers.org/

29. Massachusetts Department of Workforce DevelopmentDivision of Career Services www.mass.gov/dcs

30. Other Types of Resources for LMI Massachusetts Department of Workforce DevelopmentDivision of Career Services Newspapers National Associations Magazines

31. Massachusetts Department of Workforce DevelopmentDivision of Career Services MOSES BARRIERS • Each Customer must be assessed for barriers for two purposes: • Barriers related to specific program eligibility • Barriers to employment or re-employment

32. Massachusetts Department of Workforce DevelopmentDivision of Career Services MOSES BARRIERS • Other non-eligibility barriers need to be identified and documented in MOSES. • There needs to be an adequate description of the barrier. • There is a misconception that barriers are only completed for those customers enrolling in retraining.

33. Massachusetts Department of Workforce DevelopmentDivision of Career Services

34. Massachusetts Department of Workforce DevelopmentDivision of Career Services MOSES CASE PLAN BARRIERS • Limited Job Search Skills and Work History concerns such as limited to no work history and/or gaps in work history are also barriers.

35. Massachusetts Department of Workforce DevelopmentDivision of Career Services GOALS • Once the customer has been assessed, then the employment goal needs to be established and a description of the employment goal and tasks are developed and documented on the MOSES Case Plan on the Goals tab.

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37. Massachusetts Department of Workforce DevelopmentDivision of Career Services TRAINING JUSTIFICATION • Training Justification must be completed for all customers who are receiving retraining. • Justification includes program eligibility, assessment results, and addresses the customers’ lack of marketability with their current skills and their anticipated marketability with their new skills.

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39. Massachusetts Department of Workforce DevelopmentDivision of Career Services WHAT CONSTITUTES A COMPLETE CASE PLAN IN MOSES? • Need to be enrolled in Case Management and assigned a Case Manager. • MOSES Case Plan should have all sections completed and all components addressed. • If there is no training then there is no need to complete the training justification screen.

40. Massachusetts Department of Workforce DevelopmentDivision of Career Services The Purpose of Case Notes • Purpose of MOSES Case Notes is to supplement information entered in MOSES Case Plan and other places. • MOSES Case Notes entries should reflect the overall goal of helping the Customers to become employed and self-sufficient.

41. Massachusetts Department of Workforce DevelopmentDivision of Career Services Quality Documentation • Case Notes can demonstrate that quality services were provided, yet not be effectively written. • The goal is to both provide quality services and effective documentation of these services.

42. Massachusetts Department of Workforce DevelopmentDivision of Career Services Quality Documentation Cont. • Quality documentation should reflect Customer needs. • MOSES should reflect the provision of direct assistance for; training, and job search assistance leading to re-employment. • MOSES Case Notes need to reflect the provision of Career Center services and enable an accurate picture of the delivery of these services.

43. Massachusetts Department of Workforce DevelopmentDivision of Career Services Customer Confidentiality • Write your notes as if they will be publicly published and generally available. • Confidential notes can also be requested. • Customers and/or other interested parties can request through the Freedom of Information Act all information pertaining to them.

44. Massachusetts Department of Workforce DevelopmentDivision of Career Services Customer Confidentiality (Cont’d) • Do not to leave printed Customer records in public access. • Do not leave MOSES screens open or unattended with Customer information. • Lock up files in a secure location at the end of the day.

45. Massachusetts Department of Workforce DevelopmentDivision of Career Services Notes Should Be Factual • MOSES case notes should only include information received directly from the Customer. • Factual from a vendor and quoting the source of information.

46. Massachusetts Department of Workforce DevelopmentDivision of Career Services Non Judgmental Case Notes • Avoid labeling or diagnosing the Customers in MOSES.

47. Massachusetts Department of Workforce DevelopmentDivision of Career Services Notes Should Be Concise • Do not abbreviate. • Case notes should be brief, detailed, and understandable.

48. Massachusetts Department of Workforce DevelopmentDivision of Career Services Notes Should Be Relevant • Make sure entries into MOSES Case Notes reflect the overall customer goal. • Case Notes should directly impact his/her ability to stay employed and/or complete re-training. • It is not necessary to include internal OSCC processes and occurrences.

49. Massachusetts Department of Workforce DevelopmentDivision of Career Services Notes Should Be Accurate • Make sure you are recording the information in the correct Customer record. • Write your notes immediately after meeting with the customer to avoid forgetting.

50. Massachusetts Department of Workforce DevelopmentDivision of Career Services Notes should Include Resolution • Cases Notes should tell the entire story. • When a problem exists, the resolution must be documented in Case Notes at a later date. • If it “isn’t there”, it does not exist.