The Role of the DRC and The Workforce Employment Network (EN) 2015 DRC Orientation Series Co-Presented by:Doug Keast and Miranda Kennedy with the National Disability Institute

Presenters Presenter: Miranda Kennedy Title: Director of Training for the DEI and TA Liaison, NDI Technical Assistance Team Organization: National Disability Institute Presenter: Doug Keast Title: Ticket Coordinator, NDI Technical Assistance Team Organization: National Disability Institute

Learning Objectives Upon completion of this training, Disability Resource Coordinators will: Understand the Guidance of DEI, WIOA and SSA with regard to EN operation Recognize the DRC role in EN operation, related to their EN model Appreciate how effective AJC customer service flow should incorporate EN activity, so that it is not a separate program or silo

Guidance from DEI, WIOA and SSA with regard to Workforce EN

Disability Employment Initiative (DEI) According to the SGA, DEI project smust include a plan to sustain the DEI strategies after the grant period ends and to incorporate the promising practices that were successfully implemented by the project into the state and LWIB policies and practices. The Round 5 DEI Projects require that the state or at least one of the Regions become an Employment Network (ENs) under Social Security Administration’s (SSA’s) Ticket to Work Program. Training and Technical Assistance to DEI Projects on operating as an Employment Network 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 of operating as an Employment Network will be provided under U.S. DOL ODEP contract with Social Dynamics.

State DEI Staff Role Provide Guidance and Support to Local WIBs and AJC leadership on Employment Network (EN) operation Establish or coordinate with the EN model that the state and DEI project will operate Orientation for DRCs and AJC staff with regard to the EN, and its integration in the AJC customer service flow Support the LWIB and AJC leadership in establishing their EN business plan

Guidance from WIOA Increased emphasis on the inclusion of people with disabilities in the Services of the AJC Suggested to Local WIBs to establish subcommittees to address disability and employment Emphasis on Physical and Program Accessibility to meet center certification Requirement to include and review performance for customers that have disabilities Emphasis on unified planning is, in part, designed to increase the capacity of AJC’s to be responsive to targeted populations

Guidance from SSA An Employment Network (EN) offers services and supports that assist Social Security (SSA) disability beneficiaries in becoming self-sufficient (move off of benefits) ENs contribute to “choice” options available to all job seekers SSA will “incentivize” the efforts of ENs by providing ticket payments to them as beneficiaries achieve milestones in their career activity ENs will coordinate their services with Vocational Rehabilitation agencies operating in their area

WIA’s Vision = EN In addition to local direction, the vision emphasizes customer service and collaboration Access, in one location, services necessary to support labor exchange Requirement of participation by agencies of multiple funding streams deemed as important to this process This vision of easy access to available services applies to all job seekers A regional workforce system is then, literally, an employment network

What is the Ticket to Work Program? A Social Security Administration Program Creates an opportunity for any entity (other than a Federal Department) to become a Ticket to Work ‘Employment Network’ and begin receiving payments for supporting ‘Ticket Holders’ in becoming self- sufficient through employment Ticket Holders are qualified Social Security Disability Beneficiaries ages 18 to 64, receiving Title XVI and/or Title II benefits (SSI or SSDI)

How does Ticket tie into the DEI Strategies? Having Job Centers operate as ENs attracts customers who are on SSA disability benefits and sends a welcoming message encouraging the disability community to access the public workforce system Strengthens partnership and collaboration with VR - helps build a responsive service delivery Promotes use of Integrated Resource Teams (IRTs) which increases successful employment outcomes for customer and job center programs Contributes to the credit of all programs involved in the employment outcomes (i.e. WIA, Wagner-Peyser, VR) Provides an opportunity to inject Asset Development strategies, as a part of the individualized services provided to Ticket holders

From the Partner Agency Perspective Establishes a flexible funding source with which partner agencies can work together to enhance system capacity to support individuals with disabilities (e.g., implement DEI strategies, enhance benefits planning services) Supports the success of each of the partner agencies in terms of their separate performance measures Increases customer sharing and access to tools and strategies to support individual access to Career Pathway opportunities Provides a tangible means of indirectly evaluating shared impact on the disability community. Ticket Incentives reflect individuals moving off of disability benefits!

DRC Role in Workforce EN related to their EN Model

The DRC Role Potential roles of the DRC include: Supporting the Service Team in the integration of the EN Operation into the Customer Service Flow Training Leadership and AJC staff in areas relevant to including people with disabilities in services Connecting beneficiaries to SSA disability benefits planning services Facilitating Collaborative Guidance of Local EN Operation Identifying and Engaging new partners Using the DEI strategies to enhance AJC services for SSA disability beneficiaries Performing Outreach Internal External Coordinating with State EN Lead (with State EN Model) with Ticket Assignment and Service documentation requirements

EN Models “State Level EN Model” This model establishes the EN relationship with Social Security at the State level. This EN supports each of the separate WIBs in operating as if they were ENs, but the administrative portion of the relationship with SSA is handled at the state level. “Administrative EN Model” There are a variety of nationally based “Administrative Employment Networks” that will handle the administrative relationship with SSA, while a region focuses on supporting beneficiaries in meeting their employment objectives. “Local WIA/WIOA EN Model” A Workforce Board, or partner agency operating on behalf of regional workforce leadership, holds the agreement with SSA and handles all aspects of EN operation.

DRC Role in a State EN Model In most DEI pilot regions: The DRC operates as a part of the service team assuring that the job seeker is included in the same services all customers have access to, in addition to the DEI enhanced strategies. Assignment – Provide choice options, information about timely progress and complete plan if appropriate and customer has a goal to work off of benefits the DRC will provide the State EN Lead the information required for assignment.

DRC Role in State Model (cont.) Service Engagement – document services provided and progress of the client or coordinate documentation with service team members SSA Benefits/Work Incentives planning – assures that this is available to the beneficiary Reporting – provide information State Lead requires to complete the APOR Local Oversight – may facilitate LWIB and AJC leadership in process integration and management of the flexible funding that comes to the region as a result of client outcomes

Administrative EN Model This is similar to the Statewide EN Model in that administrative functions are covered in a centralized location. However, the EN is not based out of your state’s DEI grantee or Lead state agency. It will be based out of one of several nationally approved administrative ENs that can take on partner entities and handle the administrative roles. For more information on Administrative ENs contact: Dennis Born with Maximus P: E:

DRC Role in an Admin Model The DRC role is this model is the same as with the Statewide EN model. Instead of coordinating activities with the state entity, the DRC will do this with the Administrative EN. Some of the Administrative ENs offer support and technical assistance to help your pilot region build it’s capacity through success, as your success and the Administrative EN’s success go hand in hand. The DRC will be the interface between the Administrative EN and the Workforce Regional leadership in operation and work to integrate that operation into the LWIB’s strategic plan and the AJC customer flow. The role in assignment, service planning, reporting, the facilitation of EN management and benefits/work incentive planning is the same.

DRC Role in a Local EN Model The DRC operates in the same role where the rubber meets the road in terms of service and planning for the customer, however the DRC will: Complete the ticket assignment process through the portal instead of communicating to someone else to do this. Make the annual reports to SSA. Address the payment and financial issues with SSA. Determine the processes involved for “ticket tracking”. Generate the progress reports to partners and the local WIB with regard to the EN operation.

Effective AJC Customer Service Flow and how it incorporates EN activity

Integration of EN into AJC We are not the road, we make the road stronger. Neither the DEI, nor the WIA /WIOA vision for EN operation suggest that this is a separate program, with separate services and separate staff It is intended that care is taken by the AJC leadership to place the DEI strategies and the steps of EN operation within the natural service flow of customers that come into the center. The DEI strategies enhance those services that all job seekers receive in your agency. As a result of the outcomes that your customers that are disability beneficiaries achieve, flexible resources come to your region to increase the capacity of your AJC to respond to more job seekers with disabilities in the future.

Internal Marketing Is critical to the success of your Workforce EN Ensures that staff members understand the expanded services the Job Center offers to Ticket holders specific to their needs (e.g., SSA disability benefits and health insurance, accommodations, etc.)

DRC Role with Internal Outreach With AJC Leadership: identify points in service system for disability disclosure How do customers disclose? determine how disclosure is encouraged Are customers asked to disclose? Is there a benefit for the customer to disclose? determine if customers know that they can request an accommodation to receive services How do they know they can ask? determine degree to which AJC staff are prepared to include people with disabilities in service evaluate the ability of the MIS to query for customers that disclose disability

DRC Role with Internal Outreach (cont.) With this information, the DRC may: Develop signage for the center that not only communicates that the AJC is an EN, but also promotes disclosure and information that customers can request service accommodations, and how to do it Develop materials that can be provided to individuals that disclose, or left for customers to pick up, outlining resources available in the AJC for job seekers with disabilities Survey staff interests and develop a series of presentations that will increase their comfort and confidence in including people with disabilities in their services Use information from MIS to check ticket availability among new job seekers that disclose having a disability Become a part of the local leadership agenda with regard to service, disclosure and progress of the EN activity

Scenarios A) DRC Val has the sense that AJC see staff see her as the EN, and develop the habit of referring everyone with a disability to her to provide the labor exchange services B) DRC Ned’s assessment of the AJC service area results in the recognition that there is no indication that there is a benefit to disability disclosure or that a person can request an accommodation to access services C) DRC Julie requested access to PII on new customers that disclose disability as they come in to the center, so she can check ticket assignability in the EN portal operated by SSA. This request is denied

External Marketing External Marketing is another key to success This requires getting the word out to both Ticket holders and providers in your service area about your Workforce EN Relying only on internal referrals from walk-in customers won’t allow you to grow your EN to the scale you will require for sustainability Like any new business, it will take time to develop a reputation, and a process within your community, for additional referrals to Workforce EN (refer to EN Maturity Scale)

DRC Role with External Outreach Review general AJC outreach materials. Consider whether if may be helpful to reflect DEI enhanced services. Make sure that web based information is up to date, identifies the AJC as an EN and is connected to partner sites that will be likely to be referenced by individuals with disabilities. Coordinate with partners to develop strategies to provide information to the populations that they work with. Identify places in the community where people with disabilities receive information that they trust. Find ways to coordinate outreach there. Develop an outreach event strategy with AJC leadership and partners. The purpose will be to provide accurate information about SSA disability benefits and employment to SSA disability beneficiaries. The shared investment in this activity is to connect potential job seekers with employment services. A large portion of the subject matter covered in these events should be provided by an experienced benefits and work incentive specialist. This can be arranged with a WIPA project or through a comparable service available through the AJC.

Scenarios A) DRC Frank recognizes that there are not very many potential ticket holders coming into the AJC right now. What are some things that he can do to change this? B) DRC Holly has had difficulty with another EN in her community who is running a negative marketing campaign in competition with the AJC to ticket holders. C) DRC Joe has been asked by his local WIB about plans to raise the visibility of the region’s AJC’s during the October NDEAM activity. At the same time, he has been in communication with the Center for Independent Living and the Older Worker program regarding ideas to engage individuals in their service populations who are SSA disability beneficiaries.

DRC Facilitation Skills As a natural networker, and facilitator of collaborative problem solving, a DRC facilitates… Growth of staff and agencies through information, resource and customer sharing A process for leaders of partner agencies to plan shared EN activities together, and establish objectives for customer service success (which will equal growth in resources coming back to the leadership) Activities that will support their LWIB in implementation of specific guidance in the WIOA All of this leads to a labor exchange system that becomes more successful in including job seekers with disabilities in employment.

What was a Theory in 2010…. Is demonstrated in DEI Pilot Regions throughout the country in Regions are sustaining (post grant): integrated resource teams asset development strategies collaborative planning and partnership Disability Resource Coordinators ….and filling other service gaps …as a result of the outcomes achieved by SSA disability beneficiaries through services received in AJCs. This was the vision established by the National level partnership of SSA, DOL and RSA and is now demonstrated to be a possibility for every workforce board.

SUMMARY and FINAL THOUGHTS

Summary In today’s presentation we covered the following: The vision of effective EN operation in an AJC EN Models and the role of the DRC in each The importance of the DRC role to the internal and external outreach important to effective EN operation

Next Steps Join us for our Technical Assistance Office Hours on Friday, June 26 th at 3:00 Eastern Time as we further discuss this topic and the role of the DRC in general.

Final thoughts from Doug and Miranda "It is not because things are difficult that we do not dare; it is because we do not dare that they are difficult." - Anonymous “The reasonable man adapts himself to the world; the unreasonable one persists in trying to adapt the world to himself. Therefore all progress depends on the unreasonable man.” – George Bernard Shaw

Additional Resources Recent Ticket to Work related Webinar links found at the DEI Ideas site – under Training – Webinar Archives: Ticket to Work and Employment Networks: November, 2014 – Lessons Learned on Serving Ticketholders in the AJC June, 2014 – Strategic Partnership April, 2015 – Marketing Strategies for Workforce ENs DRC Orientation: April, 2015 – Part 1: Intro to the Role of the DRC

Contact Information Doug Keast Ticket Coordinator, NDI TA Team P: E: Miranda Kennedy Director of Training, NDI TA Team P: E: