Introduction and Rationale
The Workforce Investment Act (WIA) of 1998 is intended to provide workforce investment activities, through statewide and local workforce investment systems, that increase the employment, retention and earnings of participants and increase occupational skill attainment by participants, and as a result, improve the quality of the workforce, reduce welfare dependency, and enhance the productivity and competitiveness of the nation.
In order to help meet this goal, the WIA stipulates that a set of core services be available to all adults regardless of their current employment status, work history or special needs through a system of local One-Stop Centers. These centers are expected to integrate, coordinate, and connect the numerous education, vocational training, employment and support services programs into a customer friendly array of activities, information and services so that the system is coherent and accessible for individuals and businesses alike.
The customer-friendly aspect of these services cannot be overstated. Certain core values should guide the delivery of all core services. Translated into action, these values are:
The following chart outlines the core services required by the Workforce Investment Act to be provided by the One-Stop operators and partners through One-Stop Systems and Centers and includes a brief description of the service and suggestions for how it might be provided. It is important to note that these suggestions are not an exhaustive list but merely a sampling of what could be done. The One-Stop Centers should tap the creative talents of their partner agencies' staff and their customers to determine implementation strategies that are most appropriate for their areas.
It is also worth noting that the suggestions for delivery of core services anticipate that local One-Stop systems and centers will include the use of websites and computer technology. Given the broad prevalence of Internet based accessibility to information and services in everyday business and personal interactions, it is hard to imagine how the WIA mandate to provide access to core services to a universal population can be met without developing and expanding upon current uses of websites and the Internet in delivering local workforce investment information and activities.
|Core Services||What It Is||How Provided|
|Outreach||Marketing to individuals||Advertising and promoting the total system of available services: general and targeted to specific job seekers (e.g. underemployed, unemployed, dislocated workers, emerging workers, displaced homemakers and individuals with special needs). Brochures, posters, presentations to business and industry groups, radio and TV spots, print media, web sites, job fairs, billboards, etc. Tours, orientations and open-house events for community organizations, educators, students, etc.|
|Orientation||Steps to formally access system services and products||Available through the website and on-site through computer terminals, staff facilitated group and individual sessions and tours, print media and video. Orientation should provide sufficient information about a broad array of system services to allow customers to decide which services might meet their needs and what eligibility criteria applies, if any. Website and computer based applications should allow, but not require, the user to build a profile. User input is private, but data may be saved so, at their discretion, it may be used for intake and application. Program and service eligibility predictors should be incorporated where feasible.|
|Intake||Steps to formally access system services and products||Intake and application forms should be available electronically through the website and through on-site computer terminals. Hard copies available on-site and by request through the mail. Individuals may schedule an intake appointment or be seen based on staff availability. Applications may be submitted electronically or dropped off, with staff follow-up by telephone and/or email. Staff assistance available to complete application/intake forms.|
|Initial Assessment||Individuals evaluate their service needs and match needs to available resources||Uses a variety of assessment tools and a variety of formats: computer-based assessment tools accessed through the website or on-site, paper and pencil assessments, including staff assistance and guidance, self-scoring, machine scoring, and staff assisted scoring available as needed. Includes assessment of supportive service needs. Referenced to orientation and available services and program information, local demand and emerging occupations, transferable skills, and resources and tools for further research available on-line and/or in resource room.|
|Eligibility Determination||Access to applications and eligibility determination for all system and partner funded services||One-Stop partner agency staff provide eligibility determination for appropriate programs and services and identify additional options for customer as needed. Customer focused: easily understood instructions, cross-referenced to orientation, initial assessment and intake processes, geared toward identifying options, not screening out applicants.|
|Job Search and Placement Assistance and Career counseling||Guidance and provision of products and services to support a successful job search strategy||Information and tools available electronically through the website and on-site (resume software, tips and checklists, etc.), resource room tools, job bank listings, job clubs, job coaches and workshop presentations, business profiles, local, regional and national labor market information. Staff guidance, assistance, and career counseling available as needed.|
|Employment Statistics||Current and projected local, regional and Statewide LMI - occupational supply and demand, skill needs, wage information, industry demographics, area demographics, vacancy rates, unemployment and underemployment data, contraction-expansion data, etc.||Accessible through website and on-site computer terminals, print materials and presentations at workshops, job clubs and job fairs. Local data is frequently updated/kept current. Staff assistance and guidance are available as needed.|
|Performance and Program Cost Information: Training Providers||Information on education and training program costs and outcomes, including completion rates, placement rates, and wage rates of graduates from WIA funded training providers, youth providers, adult education providers, vocational education and post-secondary vocational education providers and employer-based training (OJT, Customized Training) providers. Includes information on access to support services (childcare, transportation),accreditation, training prerequisites, and category of training.||Accessible through website and on-site computer terminals and print materials. Incorporates user-friendly search features. Local data is frequently updated / kept current. Staff assistance and guidance available as needed.|
|Provision of Information on Local Area Performance||Information on how the local area is performing in relation to its performance measures and how the one-stop system is performing. May include local measures such as center usage, website usage, etc., in addition to federal and State measures.||Accessible through website and on-site computer terminals and print material. May be posted at One-Stop Centers and affiliate and partner sites. Allows user to view actual performance in relation to negotiated performance standards (as data becomes available). Local data is frequently updated / kept current. Staff assistance and guidance available as needed. On an annual or semi-annual basis, Statewide performance, area by area, will be available for posting to enable customers to assess and compare performance across the Statewide system.|
|Information on Supportive Services||Provision of information on availability of supportive services, including, but not limited to child care, elder care and transportation, and referral to such services.||Accessible through website, and on-site computer terminals, and print materials. Incorporates user-friendly search features. Local data is frequently updated / kept current. Staff assistance and guidance available as needed. Referral agreements are in place with appropriate service providers.|
|Information Regarding Filing Unemployment Insurance (UI) Claims||Information for individuals regarding UI eligibility criteria and how to file a claim and how to access additional information.||UI hotline to telephone claim centers and frequently asked questions (FAQ's) regarding eligibility and application process posted at website and in other venues where individuals can access it. Staff assistance and guidance available as needed.|
|Assistance in Establishing Eligibility for Welfare-to-Work (WtW) and Financial Assistance||Access to applications and eligibility determination for all system and partner funded services, including the WtW grant program and financial assistance, including TAP, Pell and scholarship information and applications for education and training programs.||One- Stop partner agency staff provide eligibility determination for appropriate programs and services and identify additional options for customer as needed, or refer the customer to a financial aid specialist. Customer focused: easily understood instructions, cross-referenced to orientation, initial assessment and intake processes, geared toward identifying options, not screening out applicants.|
|Follow-up Services for Not Less than 12 Months||Information and assistance in accessing advancement, re-employment, post-employment education and training services, counseling, case management, supportive services and transitional benefits. All Core Services listed above may be accessed as follow-up services.||Information is posted at the website and is available through print media at centers and system partners locations. Staff works with customer to assess need and develop plan for follow-up services. Staff monitors progress of customer and offers interventions or customer initiates request for information or assistance. General information on follow-up services may be mailed, emailed or otherwise transmitted to customers as reminder of available services.|