Service EpisodesService Episodes

Chapter 3Chapter 3

Service Episodes 3-2

ObjectivesObjectives

Explain what a Service Episode is and how to enter one

Service Episodes 3-3

Service Episode (1 of 3)Service Episode (1 of 3)

One of the components of Performance Management for an LWA is Employer Satisfaction

The LWA is required to work with employers and is a part of the Performance Management standards

The LWA should claim they have provided a service for an employer

The Service Episode provides a method to ask the employer what kind of a job the LWA did

In TRAC this information was call the Employee Service Record

Service Episodes 3-4

Service Episode (2 of 3)Service Episode (2 of 3)

Service Episodes allow for the LWA to report a Service to an Employer which can be evaluated and verified as to whether an acceptable level of service was rendered

Service Episodes for LWA’s are extracted quarterly and sent to Northern Illinois University’s Survey Research Lab

NIU follows up with contacts for each episode at the employer

An LWA can report one Service Episode per year per Employer

Service Episodes 3-5

Service Episode (3 of 3)Service Episode (3 of 3)

Each Service Episode must have a Contact so the individual conducting the survey can interview someone who is familiar with the Services provided by the LWA

Each Episode must have a Start and End Date Example: DETS’s Event

LWA(s) goes to employer for a pre-layoff workshop Multiple LWA’s are providing services for the same Employer As employees are located across multiple counties Having the ability to track which LWA’s are providing service

for this Employer and also follow up on the level of service provided is required for Performance Standards purposes

Each LWA can claim they have provided this service to the employer by creating a service episode with the location documenting who, what, where, and when the LWA provided the service

Service Episodes 3-6

Adding a Service Episode Adding a Service Episode

Select Search Locations

Service Episodes 3-7

Adding a Service Episode (1 of 5)Adding a Service Episode (1 of 5)

Entity associated with Location of Service Episode

Service Episodes 3-8

Adding a Service Episode (2 of 5)Adding a Service Episode (2 of 5)

Select Location

Adding a Service Episode (3 of 5)Adding a Service Episode (3 of 5)

Select List Service Episode

Service Episodes 3-10

Adding a Service Episode (4 of 5)Adding a Service Episode (4 of 5)

Select Add Service Episode

Adding a Service Episode (5 of 5)Adding a Service Episode (5 of 5)

Enter all required information

Service Episodes 3-12

Service Episode ResultsService Episode Results

Extract to Research Lab They call the contact at the employer They document how well the LWA provided

services Information comes back in Performance

Management Standards

Service Episodes 3-13

SummarySummary

We discussed why Service Episodes are important

We described the process for adding the Service Episodes