NWD “Community Engagement/Outreach” (Final Draft: 8/12/15) 1 ...

NWD “Community Engagement/Outreach” (Final Draft: 8/12/15)

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Philadelphia Works

No Wrong Door For Integrated Quality Service Delivery

Bricks, Clicks, and Connect

Cross-Center Services

Chapter 2: The Community Engagement and Outreach Team Operations

Table of Contents I. Overview of the Community Engagement and Outreach Team Within the No Wrong Door System…………………………………………………..……. page 3

A. Purposes and Functions of the Community Engagement and

Outreach Team B. The Community Engagement and Outreach Team is one

Cross-Center Services Team

C. The Community Engagement and Outreach Team Works with Other No Wrong Door Teams to Achieve Success

Exhibit 1: Cross-Center Services Organizational Chart and Staffing Exhibit 2: The Community Engagement and Outreach Team Supports Center Service Delivery and Provides Citywide Services to All Philadelphia Residents Exhibit 3: The Community Engagement and Outreach Team Works With Other No Wrong Door Teams to Achieve Success

II. Responsibilities of Community Engagement and Outreach Specialists and the Team’s Performance Goals and Success Indicators………………….. page 8

A. Responsibilities of the Community Engagement and Outreach Specialists B. The Community Engagement and Outreach Team’s Performance Goals

and Success Indicators


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III. Developing Community Connections Partnerships………………………………. page 9

A. Overview of Community Connections Partnerships

B. The Goals of Community Connections

C. Enhanced Community Connections Partnerships

D. Procedures for Developing and Implementing Community Connection Partnerships

E. The Roles and Responsibilities of the Community Engagement and Outreach Team in Maximizing the Return from Enhanced Community Connections Partnerships Exhibit 4: Roles and Responsibilities of the Community Engagement and Outreach Team in Supporting the Success of Enhanced Community Connections Partnerships Exhibit 5: The Benefits of Becoming an Enhanced Community Connection Partner Exhibit 6: Enhanced Community Connections Partnership Agreement Template

IV. Outreaching and Inviting EARN Customers to the Centers………………..….. page 19

A. Overview of the EARN Program Referral Process B. Two Methods to Achieve the Success Metric of “Increasing the Show-Rate of EARN Customers” C. Engaging Referred Customers Who Failed to Report D. Increasing the Number of Customers Who Report for Appointments

V. Reengaging WIOA Customers…………………………………………………………….….. page 22

A. The Importance of Continuous Engagement for WIOA Customers

B. Responsibilities of the Community Engagement and Outreach In Reengaging WIOA Customers


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I. Overview of the Community Engagement and Outreach Team Within the No Wrong Door System

A. Purposes and Functions of the Community Engagement and Outreach Team

The primary goal of the Community Engagement and Outreach Team and function is to increase Center and service access and usage by: 1. Outreaching and inviting EARN customers to the Centers (in

partnership with the County Assistance Offices) and increasing the number of invited customers who report to the Centers

2 Developing, expanding, and supporting Community

Connections Partnership through enhanced Community Connections Partner Agreements (working with the Center Site Administrators and the Centers’ Community Connections Liaisons)

3. Contacting WIOA Services customers at risk of exiting without

known employment and seeking reengagement in Center services (in conjunction with the WIOA Team Leaders and Workforce Advisors)

B. The Community Engagement and Outreach Team is One Cross-

Center Services Team 1. The Cross-Center Services Contractor has three teams who are

functionally led by the Cross-Center Services Manager: the Community Engagement and Outreach Team, the Business Services Team, and the Service Enhancement Team

C. The Community Engagement and Outreach Team Works with

Other No Wrong Door Teams to Achieve Success 1. The Community Engagement and Outreach Team supports all

PA CareerLink® Centers and Teams through:

a. Facilitating the development of Community Connections Partnerships and enhanced Partner Agreements working with the Center Site Administrators and the appointed Center Community Connections Liaisons on the Universal Services Team of the Center Contractors


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b. Increasing the show rate for invited EARN customers in

support of the EARN Program Teams of the Center Contractors

c. Reengaging WIOA Services customers who are at risk of

exiting without known employment in support of the WIOA Services Teams of the Center Contractors

2. The Community Engagement and Outreach Team works with

the Cross-Center Services Service Enhancement Team to execute the Community Connections Partner Agreements by: a. Arranging for Partner staff training in the effective use

of JobGateway® and other virtual services b. Providing Partners the opportunity to deliver

workshops and events at the Centers c. Offering Partners the opportunity to have service

orientations and workshops at their service locations

Reference Attached Exhibits: Exhibit 1: Cross-Center Services Organizational Chart and Staffing Exhibit 2: The Community Engagement and Outreach Team Supports Center Service Delivery and Provides Citywide Services to All Philadelphia Residents Exhibit 3: The Community Engagement and Outreach Team Works with Other No Wrong Door Teams to Achieve Success


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Exhibit 1: Cross-Center Services Organizational Chart and Staffing

Cross-Center Services Manager

Community Engagement and Outreach Team

Team Leader

Community Engagement and Outreach Specialists

Business Services

Team

Team Leader

Business Services Representatives

Local Veterans’

Employment Representatives

Service Enhancement

Team

Team Leader

Facilitators


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Exhibit 2: The Community Engagement and Outreach Team Supports Center Service Delivery and Provides Citywide Services to All Philadelphia Residents

PA CareerLink® Centers: All Centers, All Customers, All Services, and All Teams

Support for All Centers

- Facilitate Community Connections

Partner Agreements

- EARN Outreach and WIOA Reengagement


- Populate the Product Box with Employer-Sponsored

Products

- Responsive JobGateway® Postings for Job Referrals


- Deliver Workshops at the Centers

for Center Customers

- Virtual Services for Center Customers

Cross-Center Services Supports the PA CareerLink® Centers in Service Delivery


Business Services

Team

Service Enhancement

Team

Cross-Center Services Provides Citywide Services

Citywide Services

- Community Connections

-Outreach EARN Customers

- Reengage WIOA

Customers

Citywide Services

- Employer Services

- JobGateway® Posting, Matching, Referral

- Comprehensive

Recruitment Services

Citywide Services

- Promotion of Workshops

- Community Connections Workshops

- Virtual Services

All Philadelphia Residents and All Philadelphia and Regional Employers


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Exhibit 3: The Community Engagement and Outreach Team Works with Other No Wrong Door Teams to Achieve Success

Center Contractors and Center Site Administrators

Center Universal Services

Team

Support for the Community Connections

Liaison

Center EARN Program

Team

Support for Serving More

EARN Customers

Center WIOA Services

Team

Support for More WIOA Customers

Exiting with Employment


Facilitate

Community Connections Partnerships and

Agreements


Outreach and Invite EARN Customers to

Centers and Increase the Show-Rate


Reengage

WIOA Customers at Risk of Exiting

Without Employment

Cross-Center Services Contractor and Cross-Center Services Manager


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II. Responsibilities of the Community Engagement and Outreach Specialists and the Team’s Performance Goals and Success Indicators A. Responsibilities of the Community Engagement and Outreach

Specialists 1. Identify strategies and execute plans to increase Center usage

and service access 2. Enhance relationships with community-based organizations

and facilitate the development of formal and effective Community Connections Partner Agreements

3. Outreach and invite EARN customers to the appropriate Center

(through referral from and in partnership with the Community Assistance Office) and improve the show-rate of these customers

4. Contact WIOA Services customers who are at risk of exiting

without known employment to seek reengagement through encouraging and scheduling Center services

5. Contribute to achieving the Team’s success indicators

B. The Community Engagement and Outreach Team’s Performance Goals

and Success Indicators

1. The success of the Community Engagement and Outreach Team and function is indicated by the:

a. Number of enhanced agreements with Community Connection

Partners b. Satisfaction of Community Connection partners with the PA

CareerLink® Centers relationship and the satisfaction of PA CareerLink® Centers with Community Connections partners’ relationships

c. Show-rate of EARN customers


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III. Developing Community Connections Partnerships

A. Overview of Community Connections Partnerships 1. Philadelphia Works is committed to strong relationships and

connectivity with community-based organizations. These CBO relationships increase participant access to the Center’s workforce services and provide Center participants with valuable wrap-around services to meet their needs. This will be accomplished by developing formal Community Connections Agreements with community-based organizations

2. These agreements will include protocols for referrals to and from

the Center and the CBOs, cross-training of Center and CBO staff in services available, onsite delivery of workshops and Center orientations at the CBOs (if desired, requested, and agreed), and an opportunity for the CBOs to provide out-stationed services at the Center on either an itinerant or performance basis

3. The relationship with CBOs through Community Connection

Partnerships includes Philadelphia Works’ commitment to implement a strategy that incorporates web-based tools and information that will be available to maximize the partnership by providing training and technical assistance

B. The Goals of Community Connections

1. Build a network of community organizations throughout Philadelphia

that have formal working relationships with PA CareerLink® Centers to help more customers access and benefit from workforce services

2. Expand the number of locations and organizations serving as

Community Connections Partners with Enhanced Partner Agreements 3. Provide more workforce services (including virtual services) at

community locations and offer community organizations the opportunity to provide services at the PA CareerLink® centers

4. Develop professional and defined customer referral relationships

between the staffs of community organizations and PA CareerLink® Centers through cross training, resource mapping, and clear service referral protocols

5. Increase the number of Philadelphians registering in JobGateway® to

expand the pool of talent available to employers and to help job seekers to identify jobs for which they are qualified


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C. Enhanced Community Connections Partnerships

1. The Community Engagement and Outreach Team (working with the

Center Site Administrators and the appointed Community Connections Liaisons) are to increase the number of Community Connections Partnerships

2. Community Connections Partnerships are developed with those

community organizations that:

a. Want to partner with the PA CareerLink® Centers b. Have links to virtual workforce services (including

JobGateway® and workshops) on their internet-connected computers or a means of referring their customers to the closest KeySpot for virtual service access

c. Display and distribute promotional materials to their

customers on PA CareerLink® Center services, such as employer recruitment events and workshops

3. Enhanced Community Connections Partnerships are for those

community organizations that sign a formal agreement with the PA CareerLink® Centers to: a. Expand and enhance services to customers b. Provide customer access to useful virtual workforce services c. Mutually promote the services of both organizations d. Encourage access to workforce services at the PA CareerLink®

Centers e. Deliver services at each other’s service locations f. Train staff of both organizations in services available g. Define referral standards and protocols to increase the

quantity and quality referrals D. Procedures for Developing and Implementing Community Connection

Partnerships


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1. The Site Administrator of each PA CareerLink® Center will name one staff person from the Universal Services Team to act as the Center’s Community Connections Liaison

2. The Community Engagement and Outreach Team Leader will name a

specific staff person to work with each Center’s Community Connections Liaison

3. The Community Engagement and Outreach Team will work on an

ongoing basis with the appointed Community Connections Liaisons to:

a. Identify community organizations in the Center’s service area to be targeted for the promotion of Community Connections Partnerships

b. Philadelphia Works may identify specific organizations to be targeted

c. Develop a strategy for contacting the targeted organizations

and promoting the benefits of becoming a Community Connections Partner

4. If the community organization is interested in becoming a Community

Connection Partner, the Community Connections Liaison will: a. Work with the Partner to ensure virtual workforce services

links on their computers or have a means of referring customers to the closest KeySpot for virtual service access

b. Add the community organization to the distribution list for

Center service promotional materials and provide these materials on at least a monthly basis

5. If the community organization is interested in becoming an Enhanced

Community Connection Partner, the Community Connections Liaison will work with the Community Engagement and Outreach Team to: a. Develop a customized Community Connections Partner

Agreement (using the required template) with the community organization to be signed by both the appropriate Center Site Administrator and the leadership of the Partner Organization

b. Include in the Agreement:

(1) Name of the Partner’s Community Connections Liaison (2) Referral protocols


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(3) Plans for cross-staff training on services (4) Plans for offering services at either the Center or

Partner locations (if mutually desired and agreed) (5) Virtual service tools to be made available and any

needed staff training on the use of the tools (6) Requirements for reporting and sharing information (7) Any other agreements that will enhance the Community

Connections Partnership 6. Once the Enhanced Community Connections Partnership Agreement

has been signed, the Community Connections Liaison will: a. Notify all Center staff of the Partner and the Agreement b. Plan to deliver Center staff training on the Partner’s services of

and the agreed upon referral protocols c. Work with the Community Engagement and Outreach Team

and the Service Enhancement Team to:

(1) Deliver any agreed-upon services to be offered at the Center and/or at the Partner location

(2) Make available the virtual service tools for use by the

Community Connections Partner (3) Provide training to the staff of the Community

Connections Partner in the effective use of the virtual service tools (including JobGateway®)

7. Each Center’s Community Connection Liaison is responsible for

implementing the agreed-upon referral protocols and quantifying referral activity:

a. Referrals made by the Community Connection Partner will be

made through the Center’s Community Connection Liaison who will serve as the first point of contact

b. After a referral is made, the Community Connection Liaison

will connect the referred customer to the appropriate Center service and/or team

c. The Center’s Community Connection Liaison is responsible for

recording the number of referrals received from each Community Connection Partner on an ongoing basis


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d. When customers are referred (using the Agreement’s referral protocols) to a Community Connection Partner, Center Staff:

(1) Will record the referral to the Community Connection

Partner by creating a case note in CWDS (2) Philadelphia Works will assign each Community

Connection Partner a unique code number and that code number will be used in the case note title.

E. The Roles and Responsibilities of the Community Engagement and

Outreach Team in Maximizing the Return from Enhanced Community Connection Partnerships

The Community Engagement and Outreach Team will: 1. Meet regularly with the Community Connections Liaisons to review

the implementation status of the Enhanced Community Connections Partner Agreements and provide technical assistance in opportunities to improve the Partnership

2. Aggregate the “to and from” referral data by each Center and each

Partner for reporting to Philadelphia Works on a quarterly basis 3. Convene and lead a citywide Community Connections Partnership

meeting twice annually to discuss best practices, receive updates on services, and seek expansion and continuous improvement

4. Work with Philadelphia Works to assess the satisfaction of

Community Connections partners with the PA CareerLink® Centers relationship and the satisfaction of the PA CareerLink® Centers with the Community Connections relationship

Reference Attached Exhibits: Exhibit 4: Roles and Responsibilities of the Community Engagement and Outreach Team in Supporting the Success of Enhanced Community Connections Partnerships Exhibit 5: The Benefits of Becoming an Enhanced Community Connection Partner Exhibit 6: Community Connections Partnership Agreement Template


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Exhibit 4: Roles and Responsibilities of the Enhanced Community Engagement and Outreach Team in Supporting the Success of Community Connections Partnerships

The PA CareerLink® Center

- Works with Cross-Center Services Community and Engagement Outreach Team to Develop Signed Agreement with Community Connections Partners in the Center’s Area

- Center Site Administrator Appoints Community Connections Liaison

- Center Makes and Receives Referrals from Community Connection Partners

Enhanced Community Connection

Partner

- Signs Agreement

- Makes and Receives Referrals

- Potentially Offers Services at Center

- Potentially Has Onsite Center Orientations and Workshops

- Helps Customers

Access Virtual Services

Cross-Center Services: Community Engagement

and Outreach Team

- Works with Site Administrators, Community Connections Liaisons,

and Potential Partners to Sign Community Connections Agreement

- Provides Technical Assistance to

Community Connections Partners in Maximizing Virtual Services

- Continuously Improves the

Community Connection Strategy

Cross-Center Services: Service Enhancement Team

- Provides Opportunities for Community Connection Partners to Offer Services at Center

- Delivers Center Orientations and Workshops at Community Connection Sites (as Agreed)

- Develops Virtual Services for Access by Customers of Community Connection Partners

- Trains Partner Staff in Assisting Customers with JobGateway® and Virtual Services


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Exhibit 5: The Benefits of Becoming an Enhanced Community Connection Partner - Help your customers find new or better jobs

Learn how to help your customers effectively use JobGateway® to find employment opportunities

- Expand the workforce services available to your customers

Arrange for PA CareerLink® Centers to bring job search workshops and orientations to be delivered at your location

- Provide useful workforce services information to your customers

Receive PA CareerLink® brochures, flyers, and workshop schedules on a regular basis

- Streamline your referrals to the PA CareerLink® Centers

Refer directly to your PA CareerLink® Community Connections Liaison to help your customers receive workforce services

- Reach more customers at the PA CareerLink® Centers

Tap the opportunity to outreach and provide your services at the PA CareerLink® - Offer training to your staff (at no cost)

Receive training in available workforce services and how to tap them - Join the Community Connections Network

Display your “Community Connections” affiliation as a member of a thriving network of community services

- Be Included in the Community Connections Resource Guide

Publicize your organization and services and be included on the Philadelphia Works website

- Leverage new resources

Tap the opportunity to use your affiliation in grant applications” - Give your valuable advice to improve workforce system delivery

Provide your ideas to make PA CareerLink® Center services even more effective and even more valuable to your customers


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Exhibit 6A: Enhanced Community Connections Partner Agreement Template 1. Purpose of This Agreement:

This agreement describes the mutual understanding between PA CareerLink® Center and Name of Community Connection Partner in the formation of a Community Connections partnership to: Expand and enhance services to customers of both organizations Provide customer access to useful virtual workforce services Mutually promote the services of both organizations Encourage access to workforce services at the PA CareerLink® Deliver services at each other’s service locations Train staff of both organizations in services available Define referral standards and protocols to increase quality referrals

2. Both Parties Agree To:

Identify a specific staff person to serve as the Community Connections Liaison and point of contact for the successful implementation of this agreement

Develop opportunities for frontline staff of each organization to be cross-trained in available services

Promote the services of each organization to appropriate customers that could benefit from the services provided

Specify referral protocols for efficient and effective customer referral to the services of both organizations

Provide service updates on a regular basis Meet at least twice a year to evaluate the success of this agreement and to

seek continuous improvement of it efficacy Include respective links on both organizations’ websites

3. The PA CareerLink® Center Agrees To:

Train partner staff in assisting customers in registering in JobGateway®, matching for potential employment opportunities in JobGateway®, using EMSI Career Coach, navigating the PA CareerLink® Websites, and other available internet-based tools to access virtual services

Arrange for tours of the PA CareerLink® Center to partner staff, when requested


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Provide a list of PA CareerLink® Center workshops and Center events (on at least a monthly basis) to the partner so customers can be informed of the opportunities

Offer PA CareerLink® Center workshops and orientations at the partner location, when requested and mutually agreed

Assist in arranging for the partner to deliver services at the PA CareerLink® Center, when interested

4. The Community Connections Partner Agrees To:

Provide computers and internet connectivity for customers to access JobGateway® and other virtual services

Ensure staff are available to assist customers in registering in JobGateway® and matching for jobs and accessing and effectively using other virtual tools

Register customers in JobGateway® and have customers view the online PA CareerLink® Center orientation, prior to referral to the Community Connection Liaison at the PA CareerLink® Center”

5. Period of Agreement This agreement is from XXXX to XXXX. Signature of the PA CareerLink® Site Administrator Signature of Community Connections Partner


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Exhibit 6B: Attachment to Enhanced Community Connections Partner Agreement

Community Connection Partner

PA CareerLink® Center

Organization Partner Organization Name Affiliated CareerLink® Center

Address XXXXX XXXX

Community Connection Liaison

Specific Name Specific Name

Phone Number/Fax XXXXX XXXXX

Email Address XXXXX XXXXX

Summary of Services Available

Brief Listing Brief Listing

Overview of Service Eligibility

Brief Criteria Brief Criteria

Referral Protocols

Name of the Community Connections Liaison and How to

Make a Referral

How to Make a Referral and Whom to Make Referral To

Plans for Cross-Training Staff

Who, How, and When Trained in JobGateway® and Center Services

Who, How, and When Trained in Partner Services

Plans for Offering Onsite Services

Workshops, Orientations, and Outstationed Service Delivery at

the PA CareerLink® Center, if any

Workshops and Orientations Offered at Partner Co-Location,

if any

Virtual Services and Virtual Access

Virtual Services to Be Made Available to Partner Customers

Training to be Provided to Partner Staff on Virtual Services

Reporting and Sharing

Information

Due Date for Monthly Report on Usage and Referrals Made

Due Date for Monthly Report on Referrals Made

Other Agreements Other Agreements, if any Other Agreements, if any


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IV. Outreaching and Inviting EARN Customers to the Centers

A. Overview of the EARN Program Referral Process 1. CAO district offices refer customers to the a specific Center’s EARN

Program 2. The Earn Program Team monitors the referrals made by the CAOs on

a daily basis to determine the quantity of referrals and the appointment dates

3. Philadelphia Works informs the Center’s EARN Program Team Leader

of the names and phone numbers of customers with open referral dates

4. The Earn Program Team in each Center records the referral results in

CWDS, including whether the referred customer reported or failed to report for the scheduled appointment

5. The EARN Program Team is responsible for determining the

appropriate disposition of the referrals and meeting the requirements and deadlines of the CAO for reporting disposition

B. Two Methods to Achieve the Success Metric of “Increasing the Show-Rate of EARN Customers” 1. Assisting each Center’s EARN Program Team in outreaching and

engaging referred EARN customers who failed to report for scheduled appointments

2. Implementing strategies to increase the number of referred EARN

Customers who report for their original scheduled appointments

C. Engaging Referred Customers Who Failed to Report 1. The Community Engagement and Outreach Team will review CWDS

on a daily basis to determine which referred EARN customers failed to report for their scheduled appointment

2. The Community Engagement and Outreach Team will contact the

appropriate EARN Program Team Leader to offer active assistance in contacting and rescheduling the customers who failed to report


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3. Assistance in re-invitation may include phone, email, text, social media, and/or any other means of potential contact

4. Those contacted will be rescheduled for the next referral day of that

week or the following week, if there is an excusable reason for not reporting

D. Increasing the Number of Customers Who Report for Appointments 1. The Community Engagement and Outreach Team monitors the

referrals made by the CAOs on a daily basis to determine the quantity of referrals and the appointment dates

2. Philadelphia Works informs the Community and Outreach Team of the

names and phone numbers of customers with open referral dates 3. Upon notification of the referral Community Engagement and

Outreach Team immediately:

a. Attempts (at least twice) to contact the referred customer by phone to:

(1) Remind them of the appointment

(2) Stress the importance of making the appointment (3) Answer questions the customer may have (4) Help problem-solve any barriers the customer may

have in making the appointment

(5) Promote the benefits of workforce services for both referred customer and his/her family

b. Mails a “Welcome to the PA CareerLink® and EARN Program”

letter that:

(1) Reminds him/her of the appointment location, date and time

(2) Summarizes the benefits to be gained through participation and the potential risks for not making the appointment


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(3) Informs of him/her of what to expect when s/he makes the appointment

(4) Provides a phone number and staff name of who to call

for more information

4. The Community Engagement and Outreach Team will work with the CAOs to promote the EARN Program Services to increase the show-rate of those referred by: a. Developing an agreement for the CAOs to contact referred

customers who did not report and reschedule them for another day of the same week or the next referral day available

b. Providing promotional materials on the PA CareerLink®

Center and the EARN Program for CAO staff to give customers at the time they complete and sign the Agreement of Mutual Responsibility

c. Preparing promotional materials on the PA CareerLink®

Center services and the EARN Program for posting in the CAOs d. Making one or more presentations each week at the CAOs to

provide a mini-overview of the EARN Program, urge their participation, meet individually with referred customers (if possible), and prepare them for the first day of the Program


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V. Reengaging WIOA Customers

A. The Importance of Continuous Engagement for WIOA Customers 1. Customers who receive WIOA Services need ongoing services and

support to achieve their employment goals 2. If a customer does not receive at least one countable, staff-assisted

service every 90-days, the customer is exited from the program 3. WIOA performance standards are calculated on those who exit from

the program 4. When customers exit without known employment, attainment of

WIOA performance standards is put at risk 5. The Community Engagement and Outreach Team plays a critical role

in ensuring the ongoing engagement of WIOA customers in Center and program services until employment is achieved

B. Responsibilities of the Community Engagement and Outreach Team in

Reengaging WIOA Customers

1. The Community Engagement and Outreach Team will monitor the CWDS records of WIOA participants to identify customers who have not received a countable service for 45 days

2. When WIOA participants are identified as not having received a

countable service for 45 days, the Community Engagement and Outreach Team will contact the appropriate WIOA Services Team Leader (and Workforce Advisor) to notify them of the customer’s current lack of service engagement

3. The Community Engagement and Outreach Team staff will seek

background information on the customer and notify the WIOA Workforce Advisor of the initiation of the Team’s reengagement strategy

4. The Community Engagement and Outreach Team will then make at

least three meaningful contact attempts (using at least two contact methods) to reach and engage the customer at-risk of exit


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5. The Community Engagement and Outreach Team will use a wide variety of contact methods, including (but not limited to) phone, email, letters, text, and social media

6. The purpose of customer contact is to provide a countable, staff-

assisted service and/or urge the customer to reengage in countable Center and program services. Contacts (or attempts to contact a customer) are not in itself a service. Collecting additional documentation needed for a file is not a service.

7. If there is an unsuccessful contact attempt with the customer, the

Community Engagement and Outreach staff will document the activity with a case note (e.g., “Attempted to contact participant via phone. Left message.”)

8. When customer contact is made, the Community Engagement and

Outreach staff person will: a. Ask if the customer is employed (and, if so, complete the WIOA

Participant Exit Form and securely transmit it to the appropriate Workforce Advisor for verification and data entry).

b. Discuss how their job search is proceeding (if the customer is

not employed), what assistance may be needed and how the Center can help in providing that assistance

c. Provide “Individual Counseling and Career Planning” services,

if needed and wanted (and, if so, enter the ISO5 service code in the customer’s CWDS record)

d. Offer the customer assistance in matching for jobs in

JobGateway® e. Inform the customer of upcoming workshops and in-center

hiring events and urge the customer to participate f. Determine if they would like his/her WIOA Workforce Advisor

(or their assigned Job Developer) to schedule them for a meeting

9. If the customer is contacted, the Community Engagement and Outreach Team will notify the appropriate WIOA Services Team Leader and Workforce Advisor of the contact and any services provided and/or scheduled.


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10. If the customer is identified as being incarcerated, institutionalized,

deceased or having a health/medical condition that prevents him/her from participating in services, it will be recorded in the CWDS customer record and the Community Engagement and Outreach staff will immediately notify the appropriate WIOA Services Team Leader and Workforce Advisor

NWD “Community Engagement/Outreach” (Final Draft: 8/12/15) 1 ...

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