SCSEP Employer Customer Satisfaction Surveys December 18, 2012 / 3:00 p.m. Eastern

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Featured Speakers Presenters: Moderator: Phil Hostetter, SCSEP National Office Bennett Pudlin, Charter Oak Group Barry Goff, Charter Oak Group Moderator: Judith Gilbert, SCSEP National Office

Objectives Purpose of employer surveys How to administer the surveys How to use the survey results

Why Survey Employers? It’s required by law Survey results are publicly reported additional performance measures

Why Survey Employers? Find out what employers think about SCSEP and the quality of placements Use survey results for outreach to employers, Chambers of Commerce, etc. Improve service to employers Use their feedback to improve services and tell them you’re doing so Improve your employer relationships and your placements Conducting the survey tells employers you value them as customers and builds your relationship

Highlights from the Last Survey Employers give SCSEP very high customer satisfaction scores – higher than WIA programs The local project’s behavior significantly impacts employer satisfaction Employers give high ratings to participants’ job skills except for their skills with computers 56% of employers report that they would be more inclined to use the program if it provided a subsidy for hiring participants, but sub-recipients rarely use OJEs For more highlights from the last survey, click here; for the full survey report, click here

How Are the Surveys Administered? Since sub-recipients deal directly with employers and placements, they are in the best position to administer employer surveys Employers are surveyed throughout the year, soon after a placement

Which Employers Are Surveyed? DO survey: Only the first placement with an employer per program year (regardless of grantee!) Employers who engaged with the sub- recipient in connection with the placement, even if the placement has failed DON’T survey: Host agencies who hire participants Self-employed participants

When and How Are Employers Surveyed? Generally at the time of Follow-Up 1 Within 10-90 days of the placement – even if the placement has failed How: Alert employer at the time of placement that the survey will be coming In-person, if possible

Creating the Employer Survey Packet Follow instructions in the Employer Survey Kit: www.charteroakgroup.com/resources/scsep.shtml Cover letter: Printed on original sub-recipient letterhead Person who did the placement signs in blue ink Reply envelope: Needs a “live” first-class stamp In the upper left corner, put the name & return address of person who signed the cover letter

Getting Credit for the Survey You must enter the survey into Field 23 of the Unsubsidized Employment Form in SPARQ! The survey number is on the back of the survey Fill in the date on which the survey was delivered or mailed

Tracking the Survey Dataprep sends all grantees and sub- recipients an email every Monday with a list of all surveys received Monitor these emails for 2 weeks after the week the survey is delivered If the survey number does not appear, mail a second survey…

Sending a Second Survey Follow instructions in the Employer Survey Kit Call the employer using the supplied script Prepare and mail follow-up letter, survey, reply envelope, and mailing envelope – just like you did for the first survey You must enter the new survey number and date of mailing in Field 24 of the Unsubsidized Employment Form in SPARQ

Problems with Survey Administration We have not been able to report on employer surveys since 2008, due to: Failure to deliver surveys to qualified employers Failure to deliver second surveys Failure to enter survey numbers and dates of delivery into SPARQ

Chat Question What steps can grantees take to ensure that sub-recipients are administering the employer survey properly?

Please enter your questions into the Chat Room! Question and Answer Period Please enter your questions into the Chat Room!

Resources PY 2006 Employer Survey Report Handout: What We Know from the Last Employer Survey Employer Survey Kit

More questions about the employer survey? Contact: Barry Goff, Charter Oak Group bgoff@charteroakgroup.com

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