Getting The Most Out Of Using Today’s Innovative And Technical Resources

1. Getting The Most Out Of Using Today’s Innovative And Technical Resources Presented by : Pasco Hernando Workforce Board (Region 16)

2. Customer service is a give and take process. This is how we give and take it: Give Take Careful Attention Support from Co-Worker Useful information Every avenue possible to help Support Responsibility Truth View of the customer Options Initiative Motivation Case Note Empathy Every service possible Reassurance

3. In order to provide customer service you must ensure you have as many avenues of communication available as possible. • We have the following avenues open for our customers to communicate with us: • A live Telephone Operator • Local telephone access to the Employment Support Center • Live Chat • E-Referral Request (Employment Support Center’s email) • Individual Email • Questions link on website that goes directly to staff’s email • Quick Contact link

4. The Employment Support Center (ESC) We started the Employment Support Center at the end of March 2010 but were not fully operable until the following July with three full-time staff members, two full-time OPS temporary staff members, one full-time telephone operator and a supervisor. We currently have five full-time, seven part-time staff members, the same telephone operator, and supervisor.

5. Preparation One of the first things we did was select a name for our center. We wanted our staff and customers to know this was not just another call center.

6. Before we became functional we did the following: • Prepared Standard Operation Procedures and had our monitors review them • Completed all Wagner Peyser training including Service Codes on www.floridajobs.org

7. Prepared Case Note Templates • Designed step by step Instruction letters • Prepared resources guides for all areas in our region • Assembled the ESC Manual

8. When hiring for the Employment Support Center (ESC), we consider two things that we screen for above the rest: • Fit- How would this person fit with the other staff members? • Adapt to Change- How would the interviewee adapt to rapid change?

9. The Employment Support Center (ESC) is currently responsible for following Processes: Soon To Be Exiting, Referrals Pending Review (Requests are obtained through EFM, email, mobile alerts, telephone, and live chats). Password Resets, New Hire Report, answer incoming calls for all three centers, respond to live chats, assisting with registering for events at www.careercentral.jobs , and if possible, assist customers with any website that is associated with obtaining employment.

10. Referrals Pending Review • Referrals Pending Review are pulled then sorted by Job Order Number and Last Name • Sorting by job order number allows us to work the Hot Jobs and offline job orders quicker which is providing better customer service. If you wait, the customer will think it is because you did not work their request fast enough. If possible, give them information on a comparable job order. • Sorting by Name allows one staff member to work all of one customer’s requests. This builds better customer rapport.

11. Denying A Referral- • Thank you for your interest in positions listed on Employ Florida. • As you may know, we are required to ensure that the job order requirements are reflected in your background section on www.employflorida.com . • Based on the information provided in your Employ Florida Marketplace (EFM) account, your background is not reflecting some of the job order requirements requested by the employer.  If you do meet the requirements, please take a few minutes to update your background in your EFM account.   When this is complete, please contact us and submit your referral requests, referencing the job order number(s).  It is very important that we ensure all requirements are met before making a referral.  This saves the job seeker and employer valuable resources. • Provided below are the job order requirements that were not reflected in the background section on your www.employflorida.com account: • 2 years CNC Machinist work experience • If you meet these requirements, please update your Employment background in Employ Florida to reflect the experience (under the applicable employer) and skill sets then resubmit the referral request (referencing the job order #) to e-referral@careercentral.jobs or call (352) 200-3023, (813) 377-1300 x 3023, • (727) 484-3400 x 3023

12. Password Resets: • Before a password reset is worked: • The case notes are checked to ensure they did not request it more than once. • General information is checked to ensure the customer has not signed in successfully since the request was made. If they had a successful sign in, the customer is called to ensure they are able to access their EFM account. (Customer Service) • The customer’s security question is checked to ensure the answer coincides with the question. This determines if we need to reset it so the customer does not have issues once the password is reset. • The password is reset through EFM & email, then a case note template is used.

13. *2012-2013 numbers are projected by multiplying the 1st quarter numbers times 4.

14. New Hire Report- • IT department pulls our New Hire Report as an Excel spreadsheet. We then remove any columns that are not needed and a column added for comments. This makes it less confusing. Below are some helpful hints: • Highlight colors are used to indicate if it has been worked. If New Hire can not be entered, a comment is made. • We look at the date of last service and date of employment to determine an Enter By Date which determines the order in which to work. • Use CTRL F key to search the program screens to ensure an Obtained or Direct placement was not previously entered and to determine if it is an 880 or 882. • Internal Job Referral screen is checked to ensure it is not a direct placement.

15. Answer All Incoming Calls For Region 16 • If possible, the customer is assisted within the ESC. • When a call must be transferred, they are given the staff member’s name and extension. • In closing, the customers are told thank you for calling and if we can be of any further assistance please call us back.

16. Live Chat Requests Assist the customers through our live chat feature by either resolving their issue or directing them to the correct person to assist with resolving the issue.

17. Soon To Be Exiting Preparation: We export the list to Excel. Delete all columns except for Name, State ID #, Exit Date Will Be. We add a comment column. By removing the unneeded information it is more user friendly. The column for comments is added so that if the customer is a Veteran, has an 880, 881, 882, direct placement or if the customer meets an exemption it can be noted. As well as the current service code you provided to the customer. The sheets are placed in a book labeled To Be Worked. Once they are completed they are but in the book labeled Completed. This process allows us to better track exemptions, obtains, and monitoring.

18. Process: • Calls are made to customers. • Make customers aware that we are calling to update their EFM account. • Ask if they have obtained or are still seeking employment. • If they are still seeking employment, they are told about our featured services then asked if they would like us to walk them through the steps or would they like us to email them the step by step letter. • Templates are set up in EFM’s Messenger and easily sent to the customer’s EFM Messenger and regular email.

19. How affective are our services? • The Virtual Recruiter service increased our number of Virtual Recruiters by 55% • The Job Skills Workshop service increased the number of attendees by 50% • The Career Central Website service (now able to view upcoming events) increased by 21.5%

20. Other Duties As Assigned • Assist customers with www.CareerCentral.jobs. • Assist customers with the unemployment website when possible. • Assist with completing online applications. • Conduct Applicant Searches. • Assist with community events such as FEMA Disaster Relief Center. With our current technique, we can work offsite without a big impact on the amount of work that is accomplished.

22. Let us show you some innovative technology on our website, www.CareerCentral.jobs that streamlines processes for customers and staff as well as tell you about some upcoming technology for the ESC

35. Future Technology

36. Questions? Suggestions? Comments?