Integrated Services Delivery

Frontline Functions The Learning Map

NC Department of CommerceDivision of Workforce Solutions

Workforce Development Training Center

AG

EN

DA

Learning Map Objectives

Goal of the Learning Map

Experience

What? How? & Why?

The “Big Picture”

“WOW”Overview of the

Frontline Functions

Table Group Activities

Customer Experience

Activity

The Learning Map…

Generate awareness and understanding of the new ISD model.

Allow staff to brainstorm, reach decisions,collaborate and communicate.

Generate trust and understanding of each other.

Have fun!!!

Learn

ing

Map

O

bje

cti

ves

Goal of the Frontline Functions: Learning Map Experience

Participants will become better equipped to effectively assist the job-seeker with job search assistance and skill development services to provide the employer with highly skilled job candidates to meet their workforce needs.

What? How? & Why?

What?ISD Model Functions

How?Depends on each Workforce Board

Why?Help Put People in Jobs

WELCOME

EMPLOYMENT SKILLS

THE “BIG PICTURE”

Table Coach

“ W O W ”

“WOW”

Best practicesNetwork information

Great ideasResources

Take awaysNames & Phone

NumbersWeb addresses

WELCOME SpringsFUNCTION / TEAM

SKILLSvilleFUNCTION / TEAM

EMPLOYMENT TownFUNCTION / TEAM

CUSTOMER SERVICE experienceJOB SEEKER / EMPLOYER

Welcome SpringsFUNCTION / TEAM

JOB

MATC

H

Opt.

Out

GREETCUSTOMER

Next

Service

Wel

com

e Pr

oces

sAn

swer

Que

stio

n

s

Welcome

Circle

Progress

Parkway

Horizons

Trail

Eligibility Way

Exploration Alley

Enter Data

Determine Needs

Evaluate Needs

1 on 1 Interview

R E F E R R A L

Service

Inside

Outside

Leaving

Welcom

e Springs

SKILLSVille 5

miles

Employment Town

SKILLSville

Child Care

Nutrition Assistance

Transportation

Custome

rs

Returnin

g

Product BoxSERVICES

Self-Help

Resource s

Get a Job!

S K I L L S v i l l eFUNCTION / TEAM

Current on LMI / Job Trends

Iden

tify

Bar

rier

s

Determine

Employm

e

nt Goal

Maintain

Documentation

Assess &

Identify

Barriers

Dev

elop

St

rate

gy

Refe

r C

usto

mers

to

Em

plo

yers

Skills Street

Product BoxSERVICESProduct BoxSERVICES

SKILLSVille Welcomes

You!

Self Help

Pkwy

Employment

Way

Employment Ave.

Opt

.Out

R E F E R R A L

Service

Inside

Outside

Transportation

Housing Aid

Maintain Documenta tion

Maintain Documentati

on

Perf

orm

an

ce

Compliance

Agency Communicati

ons

Get a Job!

Self-H

elp

Reso

urce

s

JOB

MAT

CH

EMPLOYMENT

Town

2 mile

sTuition

Assistance

EMPLOYMENT TownFUNCTION / TEAM

Asse

ss, Id

entify, a

nd

Addre

ss N

eeds &

B

arrie

rs

Develop Service

Strategy / Career Action

Refer

Customers

to

Employment

Activitie

s

Current

on LMI /

Job Trends

EMPLOYMENT Town Welcomes

You!

One-on-One

to Meet

Employm

ent

GoalProduct BoxSERVICES

Maintain Documentati

on

Agency Communicati

ons

Perf

orm

an

ce

Compliance

Employment Ave.

Excellence Road

Champion Circ.

Product Box

SERVICES

Welcome Town

Opt

.

Out

R E F E R R A L

Service

Inside

Outside

SKILLSville

Self

-Help

R

esou

rce

s

JOB

MATC H

Make Jo

b

Referrals

&

Develop Job

Leads

Referral Lane

Work!

Transportation

Get a Job!

Apprenticeship

How does the customer

benefit from market

awareness?Employer

Customer

How can the business

contribute to the Product

Box?

What are the top 3 services and

how do employers

benefit from them?

How does the employer

benefit from quality job

orders/referral?

What strategies

help develop a business

relationship?

How does the customer

benefit from the product

box?

Why is the welcome

process so important?How does a

customer benefit from a meaningful

referral?

What happens when a customer is not

scheduled for a next appt.?

CUSTOMER SERVICE experienceJOB SEEKER/ EMPLOYER

QU

ES

TIO

NS

?

TH

AN

K Y

OU

!Miranda MillerHuman ResourcesTraining & Development

Specialist(919) 814-0469

Gene ScottDirectorNC Workforce Development

Center(919) 814-0330