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Ticket Holder Assessment & Individual Work Plan (IWP)

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1 Ticket Holder Assessment & Individual Work Plan (IWP)
Hosted/Facilitated by: Miranda Kennedy with the NDI Technical Assistance Team Presented by: Kevin Nickerson and Mary Lynn ReVoir with the NDI Technical Assistance Team, and guest presenter, LaWanda Hawkins with the Operations Support Manager (OSM) U.S. Department of Labor 2013 Ticket/EN Series

2 Questions/Comments If you have a comment or question we encourage you to submit it to the host in writing via the Chat or Q&A Box to the right. Your question will either be addressed during the training, responded to in the Chat or Q&A Box, or followed up on after the training.

3 Disability Employment Initiative (DEI)
DEI Projects at the state level and/or local level participating LWIBs are required to become Employment Networks under Social Security Administration’s Ticket to Work Program. Training and Technical Assistance to DEI Projects in attaining Employment Network status and implementing effective EN operations is provided under U.S. DOLETA contract with NDI Consulting, Inc. and the National Disability Institute (NDI). Evaluation of the impact of the DEI Projects implementation and outcomes as Employment Network will be provided under U.S. DOL ODEP contract with Social Dynamics.

4 Learning Objectives Upon completion of this training webinar, DEI grantees and participants and partners from the public workforce system will : Understand Ticket Holder assessment strategies Have a better understanding of all the elements involved in assessing Ticket holders, including the following: Educating staff on how to identify Ticket holders Evaluating Ticket holder service needs Understanding the connection between assessment and revenue Know how to assign a Ticket to your Employment Network and the available Individual Work Plan (IWP) Forms that are required Next Steps

5 Ticket/EN Subject Matter Expert
Kevin Nickerson E: P: (607) Ext. 136 Mary Lynn ReVoir P: (515) E: 5 5

6 Agenda Introduction to Ticket Assessment
Review of the Ticket Assessment Guide Overview of Maximus’ Operations Support Manager (OSM) Individual Work Plan (IWP) Overview of the Customized Workforce IWP Time for Q & A

7 Ticket Assessment Strategies

8 To Assess or not to Assess… the Ticket that is…
The Two Schools of Thought… Assign all Ticket Holders who are interested in working with you and hope some will yield a payment for the EN Assign only those Ticket Holders who you feel can benefit from your EN services, and who you think will yield a payment under the TtW Program

9 Assessment: Assigning All Ticket Holders
Using this approach, an EN simply assigns as many Ticket holders as possible that have interest in working with the EN Advantages: No need to assess whether the Ticket holder will yield any results to the EN Requires less time up-front in assessing each Ticket holder Staff simply need to know what services are provided by the EN, & how to assign the Ticket Disadvantages: Many of the Ticket holders assigned will never yield any revenue to the EN Much more paperwork involved in this process as many more IWP’s are developed Overall revenue produced is less, and placement rates will be lower, despite the increased number of staff hours required 9

10 Refining the Number of Ticket Holders Served, Individual Assessment
In this process of assessment, each Ticket holder is reviewed based on the following: Services Needed : Do they fit our EN Business Model? Employment Goals : Are projected earnings consistent with required Milestones and Outcomes? Benefits Evaluation : Is the Ticket holder ready to move forward with gainful employment? (i.e. SGA level employment) Skills / Education / Experience : Is this consistent with Ticket holder employment goals, and with the current workforce need? Projected Revenue : Will we produce revenue if we serve this Ticket holder as an EN? Other : Health status at intake and restrictions, apparent motivation to return to work? 10

11 Assessment Resources O*Net Online:
Compare current skills with required skills of various occupations Other DOL sponsored Online resources such as Job Zone (NYS): 11

12 Ticket/EN Subject Matter Expert
Mary Lynn ReVoir P: (515) E: 12

13 A Review of the Ticket Assessment Guide

14 Ticket/EN Guest Expert
LaWanda Hawkins Program Integrity Manager Operations Support Manager Social Security Ticket to Work Program P: (703) E: 14

15 A Review of Individual Work Plan (IWP): Maximus (OSM) Version

16 What is an Individual Work Plan (IWP)?
The IWP, is a written agreement between the beneficiary and the EN. It is developed in partnership with each beneficiary in a manner that affords the beneficiary the opportunity to exercise informed choice in selecting an employment goal and specific services needed to achieve that goal. Basically, the IWP is an agreement between the two parties that lays out the actions both will take to assist the beneficiary to obtain economic financial independence through gainful employment. The IWP details the beneficiary’s vocational goals and the services and supports the EN is agreeing to provide to assist the beneficiary to achieve those goals. This document is intended to be an active and living agreement between the beneficiary and the EN. 16

17 What is the Individual Work Plan (IWP)?
WHAT IT IS Written Agreement Contract between Beneficiary and Employment Network (EN) Details Goals of the Beneficiary Details Services Provided to Meet those Goals Intent /Use Living Document or “roadmap” to Track Signed by Both Parties in Partnership of Informed Choice WHAT IT IS NOT Application One Time Piece of Documentation Pre-Printed Goals Pre-Printed Services Lets do a quick review of what the IWP is and what it is NOT. The IWP, is a written agreement between the beneficiary and the EN. It is developed in partnership with the beneficiary using a process that facilitates informed choices for the beneficiary. Basically, the IWP is an agreement between the two parties that lays out the actions both will take to assist the beneficiary to obtain economic financial independence through gainful employment. The IWP details the beneficiary’s vocational goals and the services and supports the EN is agreeing to provide to assist the beneficiary to achieve those goals. This document is intended to be an active and living agreement between the beneficiary and the EN. It is equally important to use the IWP as a tracking tool to ensure goals are met in a timely fashion and that services and supports provided are in line with services and supports needed. The IWP is not an application or a one-time piece of documentation. Since the emphasis is on “individualized”, IWP forms with pre-printed goals and services to be offered are not acceptable and will not be approved. It is signed by both parties in agreement of informed choice. 17 17

18 Request for Quotation (RFQ)?
RFQ - Understanding of Policies and Procedures (p ) Beneficiary and Employment Network Relationship Higher Standard of Documentation 9 Mandatory Components So you may be wondering where we get all these requirements. Modifications to the existing RFQ regarding the IWP is the answer. To serve as an EN under the Ticket to Work program, an entity must meet and maintain compliance with both general selection criteria and specific selection criteria. The Request for Quotation details that criteria and thru the Request for Quotation the EN agrees to comply with the terms and conditions in the agreement including delivering or coordinating the delivery of employment services, vocational rehabilitation services, and other support services. The EN RFQ goes into detail about things such as informing beneficiaries about the purpose and intent of the Ticket program, reporting requirements, protecting personally identifiable information (PII), obtaining security/suitability clearances, etc., and provides directions for submitting a quotation (i.e., applying to become an EN). Pages 15 through 19 of the RFQ spell out the requirements for and the process for developing, completing and submitting an IWP to secure a beneficiary’s Ticket assignment. The IWP requirements will be the focus of today’s training. To see the actual RFQ, please refer to For existing ENs, the IWP is not new; however some of the rules and regulations as outlined over the next few slides will be new. This newly redesigned IWP template guide reflects Social Security’s goal of fostering the relationship between the beneficiary and the EN. This relationship is important because it ensures that the beneficiary’s needs are met, which in turn promotes long-term employment and self-sufficiency for beneficiaries. Per the new amended RFQ which was issued August 27, 2012, SSA is holding ENs to a higher standard of accountability. ENs will no longer be permitted to prepare and submit IWPs that are not individualized, i.e., IWPs consisting of pre-printed and standardized goals. With the requirements in the August 2012 RFQ, each IWP at minimum must have the 9 components spelled out in the RFQ.   18 18

19 And Enhanced Approach: Back to the Basics
GOALS: Clarify IWP Standard Enhance EN Performance Expectations Moving to Successful Outcomes Accountability Business Ethics Good Faith Practices Protect and Maintain Integrity Before getting into the components of this training, let’s talk about how this training applies to each EN. For existing ENs, the IWP process is not new. However, the Operations Support Manager is taking a “Back to the Basics” approach with the IWP. This approach is used to meet a number of goals: First, by getting back to the basics it gives us a chance to clarify the standards for completing the IWP. This training provides a judgment-free zone for both old and new ENs to learn the right way to complete the IWP. This places everyone on a level playing field. Second, getting back to the basics is intended to move all involved parties in a direction that will enhance performance, clarify expectations, and assist both ENs and beneficiaries to achieve successful outcomes. Another goal is to explain and stress accountability when completing the IWP. As an EN representative is completing the IWP, he/she must keep in mind the purpose and intent of the IWP and focus on how information stated in the IWP can be translated into actionable and measurable outcomes. Last but not least, the goal is to improve the IWP process and integrate program integrity within the Ticket to Work program which reinforces the practice of good Business Ethics and Good Faith Practices. Getting back to the basics will encourage parties to use all available resources to prevent and detect fraud, waste and abuse and any other improper activities in the Ticket to Work program. 19 19

20 1: Adequate Documentation
Documentation of One-On-One Discussion Date Modality Summary EN’s Assessment of Vocational Goals How Services and Supports Will Assist Statement Acknowledging Ticket Assignment The first component is adequate documentation. As previously mentioned, ENs are now being held to a higher level of accountability. As stated in the name, “Individual Work Plan,” each IWP must be customized for each beneficiary. Unfortunately, some ENs have been using one standardized IWP as a generic template for all beneficiaries. Documentation that the beneficiary and the EN have engaged in a one-on-one individualized discussion involving career planning, development of employment goals and identification of the supports and services to be provided by the EN must be included in the IWP. This documentation must include: date and modality (e.g., face-to-face, telephone) of the discussion with the beneficiary;  discussion summary, including the EN’s assessment that the beneficiary’s short and long-term goals are reasonable and attainable; how the EN services and supports will assist the beneficiary to achieve his/her goals; and a statement that upon approval of the IWP by the beneficiary and the EN, the beneficiary acknowledges assignment of his/her Ticket to the EN. **Keep in mind, the EN must fill out the IWP not the beneficiary. 1 2 3 4 5 6 7 8 9 20 20

21 2: Description of Employment Goal
Describe in detail the goal developed with beneficiary Goal must be clear, measurable and consistent, and Ongoing Avoid Ambiguity Over arching goal- helping beneficiaries advance and obtain self-supporting employment or self-sufficiency The second component is a description of the beneficiary’s chosen employment goal(s). This is a key component of the IWP. This employment goal must be clear, measurable, and consistent with the Ticket program goal of assisting the beneficiary to achieve financial independence. 1 2 3 4 5 6 7 8 9 21 21

22 Goals should be: Specific – Answers the question… What? Measurable – Answers... How? Attainable – Can the goal be achieved? Realistic – Something the beneficiary can achieve? Timely – Maintains Focus Lets discuss the recommended format for writing employment goals. The goals should be SMART: Specific, Measurable, Attainable, Realistic and Timely. Specific: The goal must answer the “what” question: What career, field, or position the beneficiary is trying to attain. Measurable – The goal must also answer the “how” question: How will the vocational goal be achieved? Is training, certifications, additional experience needed? Attainable – The goal must be achievable in a reasonable amount of time. Goal should not be out of reach or below standards; challenging yet possible to achieve Realistic – The goal must be realistic. Is the goal something that the beneficiary can achieve? Is it within his/her reach? And lastly, the goal must be timely. The IWP form which we will discuss has a timing component that must be filled out completely. A commitment to a deadline helps maintain focus on the effort to becoming self-sufficient In sum, SMART goals allow the beneficiary and EN to see and stay focused on the road ahead. 22 22

23 3: Description of Services and Supports
Initial Job Acquisition and Retention Phase Describe Services Career Planning Coaching Training Trial Work Level Earnings Ongoing Support Phase Describe Services: Likely to change over time! Ongoing Job Supports Assistance to Maintain and Advance Further Job Placements Quarterly Contact Employer Contact Substantial Gainful Activity Level Earnings The third component is defining the methodology used to encourage progression through the vocational process and provide resources for sustaining self-supporting employment. This is broken down into 2 components. The first is the initial job acquisition and retention phase. This section is where the EN will include a description of the up-front services the EN plans to provide e.g. career planning, training, job placement assistance, and, if needed, job coaching. Attached to this portion of the description is the monetary goal for anticipated monthly earning which must be at or above Trial Work Level (TWL. The second component is the ongoing support phase which addresses services and supports the beneficiary is likely to need to maintain and advance in employment and recognizes that goals can and often do change over time. This is where the EN will include a description of any other services the EN plans to provide the beneficiary such as ongoing job supports, assistance in understanding how continue work will impact disability benefits, services to help the beneficiary advance within an organization, and, if necessary, assistance in finding another job. Employer contact is very important during this phase. Over the course of the Ticket program, it is proven time and time again that an EN who has regular contact with the beneficiary‘s employer will have a successful beneficiary earning at the appropriate levels. This is all designed to help the beneficiary earn and maintain income at or above the Substantial Gainful Activity (SGA) level. Long-term employment at the Trial Work Level is not an acceptable goal for the ongoing supports phase of the IWP. As part of the required ongoing supports, the EN must, at minimum, follow up with the beneficiary quarterly to determine if the beneficiary requires any additional services and supports to maintain and advance in employment. Note: In the event the beneficiary cannot be located or specifically asks the EN not to contact him/her, the EN should document the inability to locate or the beneficiary’s request in the case record. Such documentation will be recognized as meeting the requirement. 1 2 3 4 5 6 7 8 9

24 4 and 5: Terms, Conditions and Permissions
4: Include a description of any terms and conditions related to the provision of the services and supports 5: Include a statement whereby the beneficiary gives permission to the EN to contact employers on the beneficiary’s behalf to verify or obtain evidence of work and earnings The fourth requirement deals with the need to note in the IWP anything the beneficiary has agreed to do as a condition of receiving services. For example, the EN may require the beneficiary to report in on a weekly basis to touch base and discuss any progress in looking for employment or to contact the EN after each job interview to debrief. The fifth requirement is that the EN gets permission from the beneficiary to contact the employer regarding earnings, progress, or additional service needs. The beneficiary has the right to decline the EN access to their employer, it is advisable to encourage the beneficiary to grant permission so that it is easier to provide support. 1 2 3 4 5 6 7 8 9

25 6: Description of Beneficiary Recent Earnings
Description of a Beneficiary’s Recent Earnings 18/6 Months 6 Months is the Minimum Requirement for Ticket Assignment Phase 1 Milestone Payments can be affected by earnings above the Trial Work Level 18 Month Lookback Form NOT Mandatory but Work History Documentation IS Mandatory The sixth component of the amended RFQ is a description of the beneficiary’s recent earnings history for a period of up to 18 months but not less than 6 months, immediately prior to the IWP signature date. While 6 months is the minimum requirement for a Ticket assignment, the full 18 months will be used to determine an ENs eligibility for Phase 1 milestone payments. Included in the actual IWP is a chart to help the EN determine the possible availability of Phase 1 milestones or the EN can use the 18 Month Lookback form. The 18 Month Lookback form is not mandatory; however, documentation of the last 6 months work history is mandatory. This is to ensure that the EN does not receive payment for a beneficiary’s recent work history at or above the Trial Work Level prior to working with the current EN. 1 2 3 4 5 6 7 8 9

26 7: Statement Acknowledging TPR
Inform Beneficiary of Timely Progress Review (TPR) A way to track Ticket holder progress Occurs every 12 months Service Providers Explain during IWP Understand the process The seventh component of the IWP is the inclusion of a statement that the EN has informed the beneficiary of the Timely Progress Review Guidelines. As a reminder, Social Security uses Timely Progress Reviews (TPRs) to track the progress of Ticket Holders who are using their Tickets as they move towards self-supporting employment. Essentially, Social Security expects Ticket Holders to make continuous progress towards financial independence. Based on the regulatory requirements related to TPRs, the Operations Support Manager conducts a review at the end of every 12-months to determine if beneficiaries are making the expected progress toward financial independence. The expected progress is defined in the Ticket regulations. As a service provider, there are certain responsibilities regarding the TPR process. During the development of the IWP, service providers need to explain the existence of these reviews, how the process works and what failing a TPR means to the beneficiary (i.e., the beneficiary loses his/her protection against medical Continuing Disability Reviews (CDRs). Since beneficiaries will often come to the service provider with questions regarding TPR, it is imperative to understand the process and to be able to answer beneficiary questions as accurately as possible. 1 2 3 4 5 6 7 8 9

27 PARKING The EN shall not say or imply to any Ticket Holder:
You can work part time indefinitely with the support of the EN. The EN will support or enable parking (i.e., artificially manipulating a beneficiary’s work and earnings to remain on cash benefits). The Ticket program is not right for every disability beneficiary, such as those who want to work part time indefinitely. But, if the beneficiary is committed to trying to become employed and financially independent someday, the EN or the State VR agency can work closely with the beneficiary to provide the services and supports to help them do so. Any progress with work is a good start for a beneficiary, 3 months of work is considered successful. In addition, under the Ticket program the beneficiary can start out working part time during the first 9 months, but the beneficiary should have a goal to become self-supporting in time. The beneficiary ( with the support of the EN) should work towards having earnings of TWL dollar amount or more monthly earnings by at least the 10th month after starting the individualized plan for employment. The beneficiary should also have a goal to earn at least SGA dollar amount or more a month after the first year of work. In its discussions with beneficiaries, the EN shall be clear that it supports Ticket Holders to gain and sustain full self-sufficiency. An EN shall offer Ticket Holders the types of opportunities and supports that enable them to achieve these results. It is unacceptable for an EN to limit its business model to assisting Ticket Holders to engage in part time employment only. SSA will terminate agreements with ENs that purposefully engage in such practices.  ( RFQ, part III, sec. 5,para a2) 27 27

28 8 and 9: EN Responsibilities and Ticket Assignment
8. EN and Beneficiary have responsibility to each other. Speak in clear language Ensure understanding/expectations Refer to pg in RFQ Statement that the beneficiary acknowledges assignment of his/her ticket. The eighth and ninth components that must be included in the IWP are statements from both the EN and the beneficiary surrounding their respective responsibilities. During this time the EN should speak in clear language to ensure that both parties understand the expectations of working together. It is important to note that the beneficiary and the EN must both sign and date the IWP for it to be considered complete. The EN then submits the IWP to OSM. Pending no issues barring assignment, the Ticket officially assigned to that EN. 1 2 3 4 5 6 7 8 9 28

29 Completing the Individual Work Plan (IWP)
MAXIMUS bases the IWP review on requirements noted in the RFQ, August 2012 which details the most recent requirements, that you can use, or you can create your own IWP if you prefer The IWP includes Ticket Holder demographics, statements required by the RFQ, and guides you with documentation regarding vocational goals and services and supports that you will provide to and/or assist with obtaining for the Ticket Holder The Maximus IWP template can be found here: 29 29

30 Let’s discuss a few items
IWP SPECIFICS Let’s discuss a few items 30

31 Checking Ticket Assignability
Interactive Voice Response (IVR System) 24/7 Days a Week No Limit to How Many Tickets Can Check at One Time Dial In: Must have DUNS, PIN, and Social Security Number! 2.Secure Provider First and foremost, it is important that the EN determine if the Ticket is assignable before starting the IWP process. To check Ticket assignability by phone, the EN can call the Interactive Voice Response or IVR system at The IVR system is available 24 hours a day, 7 days a week and there is no limit on how many Tickets you can check with one call. In order to access the IVR System, each EN or State VR agency will need their DUNS number and their assigned Personal Identification Number or PIN, as well as the Social Security Number (SSN) for each beneficiary for whom Ticket assignability is being checked. Note: If the caller does not have the DUNS number, PIN, and SSN to be checked, the caller will not be able to navigate through the IVR system. Along with the IVR, the Secure Provider Portal is also available 24 hours a day 7 days a week. ENs can check Ticket assignability by logging on to the Secure Provider Portal which is located on the homepage on the Your Ticket to Work website at Click on Portal sign in icon and follow the prompts. 31

32 Statement of Understanding
Important to note here is the Statement of Understanding. This is written from the beneficiary’s point of view. This makes it clear that the EN will provide certain services in an effort to help the beneficiary earn enough to become financially independent. The goals listed in the IWP should be clear and measurable. Every IWP must also include a statement noting that the IWP can be changed if the needs of the beneficiary change. 32

33 Common Errors Beneficiary’s name is missing
Beneficiary’s name does not match the SSN provided Short/Long term vocational goal is missing Expected monthly earnings are missing or insufficient Services and Supports are missing Beneficiary earning history not provided Statement of any additional terms or conditions is missing Statement indicating EN will not receive compensation is missing Statement indicating EN may Amend IWP or Unassign the Ticket is missing Ongoing employment support is missing Statement of beneficiary’s rights under the Ticket to Work Program, including the right to Unassign is missing Statement of remedies available to beneficiary, including availability of State Protection and Advocacy is missing Let’s take a moment to look at the most common errors when submitting an IWP. They are as follows: 33 33

34 Common Errors cont. Statement to inform beneficiary of annual progress reviews and Timely Progress Review guidelines is missing Statement of the beneficiary’s right to privacy and confidentiality is missing Statement advising beneficiary IWP may be amended is missing Statement that EN will only use qualified employees and or providers to provide services to beneficiary is missing Statement of the beneficiary’s right to have a copy of the IWP in accessible format is missing Signature of Beneficiary is missing Signature of EN Representative is missing Record of Career Counseling is missing Beneficiary may not be eligible to participate in the Ticket to Work Program The IWP was signed prior to the Unassignment Date Beneficiary’s Ticket is not currently Assignable Along with the 14 day rule, lets take a moment to look at the most common errors when submitting an IWP. They are as follows: 34 34

35 Protect Personally Identifiable Information
Suitability clearance Protect electronic documents No Post-Its No name and Social Security Number in Keep documents secure Lock your computer Among all the other terms of agreement, let us take a few minutes to review the rules about protecting the beneficiary’s personally identifiable information, otherwise known as PII. As an EN, you will be working closely with beneficiaries. This means, you will have access to information such as Social Security Numbers (SSNs), health information, and home addresses, among other PII. With this in mind, please be sure to always keep all information about Ticket Holders protected and secure. Some helpful hints include, but are not limited, to: Ensure that only authorized personnel, that is persons who have suitability clearance, have access to Ticket Holder Information. Please visit to learn more about the suitability clearance required by Social Security. If you have to send documents that contains beneficiary names and SSNs, be sure to password protect those documents to ensure only the intended recipient opens the document. To simplify the exchange of password protected files, OSM asks that you use your PIN number for the Interactive Voice Response (IVR) system as your password. Do not use post it notes to document the Ticket Holder’s name and SSN. When sending an , never include the Ticket Holder’s name or SSN in the . Do not leave print outs of documents on your desk where it is visible to others Keep a secure file of Ticket Holder’s information under lock and key If you keep all files on your computer, be sure to lock your computer every time you walk away from it. 35 35

36 Customized IWP ENs have the option to customize the IWP to meet their own needs Must contain all required components You may add information beyond the required components, for example: Additional services Additional tracking information (i.e. job classification, distance willing to travel to job) A customized IWP has been developed, as an alternative to the standard Maximus IWP, for Workforce ENs 36 36

37 A Review of the Customized Workforce IWP

38 Summary In today’s presentation we covered the following:
Assessment of Ticket holders, whether to individually assess and how, or to assign en mass Overview of the Maximus (OSM) IWP template, and updates on the IWP process Overview of the customized Workforce IWP Miranda 38

39 Next Steps Join us for our next training in the Ticket to Work Series on Tuesday, April 16th 2013 from 3:00pm to 4:00pm EST. Part 7: Ticket to Work and Partnership Plus This training will be presented by Mary Lynn ReVoir and will be hosted by Miranda Kennedy with the NDI Technical Assistance Team. This webinar will provide: • Knowledge of the state Vocational Rehabilitation (VR) programs participation in the Ticket to Work program • Information on how Partnership Plus can be used as an opportunity to address beneficiary needs for ongoing supports after job placement • Information on how State VR agencies and Workforce entities can collaborate to expand the scope of services available to beneficiaries and improve services coordination • Examples of how Job Center Employment Networks can partner with other community agencies Hand over to Miranda

40 Questions/Comments If you have a comment or question you can:
A: Submit it to the host in writing via the Chat or Q&A Box to the right, or… B: Click on the “raise hand” icon to have your line un-muted and ask your question/make your comment.

41 Contact Information Mary Lynn ReVoir NDI Technical Assistance Team P: (515) E: Kevin Nickerson E: P: (607) Ext. 136 LaWanda Hawkins Program Integrity Manager, Operations Support Manager Social Security Ticket to Work Program E: P: (703)

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