CAREER CENTER REVIEWERS’ TRAINING JUNE 11, 2013

1. CAREER CENTER REVIEWERS’ TRAINING JUNE 11, 2013

2. Today’s Agenda

3. Reviewers Training Agenda • Background Responsibilities of the Reviewers • Certification Process Steps • Differences Full Center vs. Affiliate • The Review Process: The What’s and How’s • Evaluating Required Documentation • Conducting the On-site Evaluation • Scoring • KY Career Center Certification Website Materials • Questions

4. Background: Development of the Career Center Certification Process

5. The certification process is grounded in . . . Kentucky’s Brand Promise As a team of experts, we are dedicated to providing Kentucky employers with a qualified, skilled workforce and the people of Kentucky with career and job training and educational opportunities. With the unique ability to connect employees and employers through the combined efforts of state and local partners, we will become a valuable, competitive and best-in-class asset in the growth of our regional and national economy. By guiding, empowering and inspiring our customers, we will continue our mission to create success stories across the Commonwealth.

6. Desired outcomes • Consistent, high-quality services to employers and job seekers • User-friendly, customer-focused services • Alignment with education and economic development • Accountability for services and results • Maximization of all workforce development resources

7. Kentucky Career Center Certification is critical to the transformation of the workforce development system. It’s where ideas turn into action. It’s . . . “wherethe rubber meets the road”

8. Where We Have Been: • January – July 2011: Core Team recommended Career Center Certification framework and process; developed Standards and Measures • August 2011: KWIB approved Standards and Measures • January 2012: Self assessment tool and technical assistance resources made available • January - December 2012: Center self-assessments conducted • January 2013: Technical assistance funding awarded

9. Where We Are Going • Reviewer Training – Today • Workforce Academy Training for all Staff • October 2013: First application window open

10. Reviewer’s Responsibilities

11. Reviewers are Expected to be: • Impartial, objective, fair and consistent Trust the Process • Cooperative team players • Ethical and observe confidentiality protocol • WELL TRAINED!

12. Center Certification Process

13. Center Certification Process Career Center requests ADA review Office of Vocational Rehabilitation/Office for the Blind reviews for accessibility Career Center prepares and submits application to the LWIB LWIB assigns Review Team to Career Center Review Team conducts desk/on-site Center reviews

14. Center Certification Process…continued 6. Review Team submits its report to Center and LWIB with recommendation 7. LWIB reviews report, recommends certification, informs KWIB If not recommended, Center receives technical assistance; Center reapplies.

15. Certification Process Timetable

16. Center Certification Process • Application periods: • October 2013 • April 2014 • June 2014 • Certification is valid for three years

17. Full Service Career vs. Affiliate Sites Centers

18. Affiliate Centers “Affiliate Centers established to achieve economies of scale based on the characteristics of the local area and available resources”

19. Full Service vs. Affiliate Centers • One Full Service Center required per LWIA • Minimum standards set for Full Service Centers and Affiliates Sites • The Affiliate Site standards are identical to the Full Service Centers but there are fewer standards to meet

20. Affiliate Centers • Basic job seeker services • Operational resource room • Facilitated referrals • Basic employer services and access to Business Services Team • Fully accessible • Functional organization and supervision

21. The Review Process: The Whats and Hows

22. Organizing Principles Three areas of certification standards: • Employer Services • Job Seeker Services • Center Management Each area is supported by: • Overarching themes • Standards • Measures

23. Employer Services Overarching Themes • Service Content • Service Accessibility • Service Management

24. Employer Service Point of Clarification “…the primary ‘organizing entity’ for employer services and business services teams is the workforce area/region. Baseline measures require that some “core” services be available at every Kentucky Career Center, while others may be made available only at the workforce area level.”

25. Employer Services Standards • Organization and staffing of employer services • Providing quality services to employers • Listening to and satisfying employers; measuring effectiveness

26. Employer Services Measures • Business Service Team (BST) composition • Communication • Relationships with industry and employer orgs • Provide responsive business solutions to employer customers • Employer relationship development • Training and continuing education • Analysis of employer feedback

27. Employer Services An Example

28. Application Request

29. Reviewers Guide

30. Employer Services Documentation • Rosters • Meeting Minutes • MOUs • Standard Operating Procedures • Policies/Handbooks • Functional Organization Charts • Meeting/Communication Plan and Schedule • Tracking System Reports • Business Solutions Proposal Examples • Flowcharts • Training Topics/ Completion Dates • Employer surveys/ Needs Assessment Tools

31. Employer Services Discussion

32. Job Seeker Overarching Themes • Service Content • Service Accessibility • Service Management

33. Job Seeker Standards • Organization and staffing of job seeker services • Providing quality services to job seekers • Listening to and satisfying job seekers; measuring effectiveness

34. Job Seeker Measures • Regular meetings to assess service delivery and facilitate communication • Center staff and resource alignment to match jobseeker needs with employer demand • Functional service provision, resource sharing, information sharing • Customer service flow • Customer communications strategies • Ongoing staff professional development

35. Application Request

36. Reviewers Guide

37. Job Seeker Documentation • Rosters • Meeting Minutes • MOUs • Standard Operating Procedures or • Flowcharts • Policies/Handbooks • Functional Organization Charts • Orientation Materials • Job Description • Training Topics/ Completion Dates

38. Job Seeker Discussion

39. Center Management Overarching Themes • Center management is unified and responds to changing customer needs quickly and appropriately. • Partner presence and integration into Career Center operations is maximized, and partners work together to achieve common goals and objectives. • There are consistent expectations for physical infrastructure and facilities throughout the state.

40. Center Management Standards • Managing integrated service delivery • Physical infrastructure and accessibility

41. Center Management Measures • Appropriate partner representation in the Center • Shared infrastructure • Service coordination • Data collection processes • Information sharing • Clear management structure • Functional supervision • Communications strategies • Professional development and training

42. Center Management: An Example

43. Application Request

44. Reviewer’s Guide

45. Center Mgt Documentation • MOUs • Schedules • Meeting Minutes • Standard Operating Procedures • Policies/Handbooks • Functional Organization Charts • Functional Job Descriptions • Meeting/Communication Plan and Schedule • Tracking System Reports • Staff Development Plans • Flowcharts • On-Site Checklists

46. Center Management Discussion

47. Evaluating Required Documentation

48. Documentation Should be: • Complete (Copies for all Months Required) • Center Specific • Reflect appropriate and meaningful information • Presented in a Professional Manner

49. On Site Review Tips

50. On-Site Reviews • Conduct a “walk-though” of the Center, as if you were a customer • Interview available Center staff • Interview job seekers and employers • Review the Center’s resources for the customers