1. SCWDC Policy 06-02 Training Delivery Design: Individual Recommended: Read the policy prior to taking this training. It is helpful to have a copy of the Desk Aid with you while you participate in this training. The Monitoring Tool for this policy is available so you can see what staff knowledge monitors will be assessing.

2.  South Central Workforce Council (SCWDC) requires local WorkSource operators to ensure that comprehensive, quality services are available to jobseeker customers of local WorkSource centers and, as appropriate, affiliate sites.  The list of these services is called the Menu of Job Seeker Services.  The Services in the Menu of Jobseeker are: ◦ Staff assisted and self-service offerings ◦ Available on-site, online, via informational documents, or through partners (Partners include community and technical colleges and local community organizations.) 2Individual Delivery SCWDC Policy 06-02

3. Available assessment tools Skill development services Labor market information Available short and longer term training opportunities in the region or online Job search and placement assistance Availability of resources to facilitate contact with potential employers such as computers, phones, and fax Community resources and supportive services Info on how to file for unemployment insurance The menu should specify that access to some offerings and services are contingent upon funding availability and may have program eligibility requirements 3Individual Delivery SCWDC Policy 06-02 Monitors are going to ask where’s the menu, does it fit your local needs, and how do you provide access to those services. How do you think you would do if a monitor came and asked those questions? Are there areas where your office needs to either add services, languages to your poster, or any other changes to better serve your customers?

4. Where is your menu of job seeker services? Go find it and write the list on your Desk Aid. 1. _____________________________________________________ 2. _____________________________________________________ 3. _____________________________________________________ 4. _____________________________________________________ 5. _____________________________________________________ 6. _____________________________________________________ 7. _____________________________________________________ 8. _____________________________________________________ 9. _____________________________________________________ 10. ____________________________________________________ 11. ____________________________________________________ 4Individual Delivery SCWDC Policy 06-02 Clue: See the next slide for an example of the Menu of Job Seeker Services brochure at WorkSource Columbia Gorge.

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6. What staff knows how to access the items on your menu? Make notes on your Desk Aid of the names of people that work in your office that know how to access each item on your office’s menu. 6Individual Delivery SCWDC Policy 06-02

7. Make it a goal to learn from other staff how to access the items on your menu. 7Individual Delivery SCWDC Policy 06-02

8.  Can you name the ways a customer can access the menu in your office? ◦ Kiosk, Phone, Internet, Front Desk, Greeter, Self- directed or through partners  When should a customer first become aware that there’s a menu? ◦ Customers should be made aware of the Menu at all entry points and first contact. 8Individual Delivery SCWDC Policy 06-02

9.  When should you be offering the Menu to customers? ◦ The Menu should be available to each customer but presented to each customer NEW to WorkSource  What happens when you don’t have a Menu service inside of your WorkSource building? ◦ If a service is not available inside of your WorkSource building, referring the customer to the provider of that service fulfills the requirement of this Menu of Jobseeker Policy. 9Individual Delivery SCWDC Policy 06-02

10. SCWDC requires the Menu to:  include information about offerings designed to meet the training and employment needs of your local client base  be accessible to your local community The Menu must be easily available and understandable to all customers. Do you think your office’s Menu meets these two requirements? 10Individual Delivery SCWDC Policy 06-02

11. Once you have introduced the customer to the items on the Menu, what should you do next? Direct customers to the most appropriate service for helping them achieve their goals of employment, training, job retention, or increased earnings. 11Individual Delivery SCWDC Policy 06-02

12. WorkSource expects you to empower the jobseeking customer with options so that they can make knowledgeable decisions about what services are available and which services they wish to access. The Menu must be presented to each customer at initial contact by staff assigned to the front desk. 12Individual Delivery SCWDC Policy 06-02

13.  Situation: You are laid off from your job as a manager at the Forest Service. You have never been unemployed before in your life. You walk into the WorkSource office. What do you feel?  You walk up to the front desk. The staff person greets you and says, “How can I help you?” You state you were just laid off and were told to come here. 13Individual Delivery SCWDC Policy 06-02

14.  What would poor customer service be in this situation?  How would you feel? ◦ Write down you response  What would average service look like?  How would you feel? ◦ Write down you response  What would excellent service look like?  How does this feel different if you were the laid off manager? ◦ Write down you response 14Individual Delivery SCWDC Policy 06-02

15.  Write down a few notes right now about how you could change your front desk service to serve the customer in a supportive and successful way? Remember the goal on this slide: to empower the customer.  FYI: Customers will be filling out surveys about their experience with the menu. 15Individual Delivery SCWDC Policy 06-02

16. Here is a link here to the Desk Aid! 06-02 Menu of Jobseeker Services Desk Aid 16Individual Delivery SCWDC Policy 06-02

17.  Thank you for reading through this training.  These policies are in place to promote consistency among all of the partners.  There is one more slide in this presentation … 17Individual Delivery SCWDC Policy 06-02

18.  All WorkSource staff should take these trainings. So that your office receives recognition for your efforts spent in this training, please click on the following Survey Monkey link and complete the Survey Monkey questionnaire created to document all staff accomplishment of these SCWDC Policy Trainings.Survey Monkey questionnaire 18Individual Delivery SCWDC Policy 06-02