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Indiana SHARE Network Access PointsToolkit

TABLE OF CONTENTS

Introduction 2How to Use the Toolkit

Summary of SNAP Training 3

Communications Discussion 4

Session IInstructors Notes 5Agenda 6

Session IIInstructors Notes 7Agenda 8

Session IIIInstructors Notes 9Agenda 10

Statewide Standard 11What Your States Access Points Need to Know

Local/Regional Standard 12What Your Local Access Points Need to Know

Measuring Outcomes 13


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Measuring Outcomes 13

INDIANA SHARE Network Access PointsToolkit

Introduction

Welcome to the SHARE Network! This Toolkit is designed to assist you, theSHARE Network Team Member, in training the faith-based and community-basedorganizations you select as Access Points.

During your SHARE Network basic training, you learned how to outreach, identifyand select FBCOs who can help jobseekers from underserved communities withinyour workforce development service area. Some of our time together was in trainthe trainer mode. This Toolkit picks up where we left off, supplying not only

training tips but also some direct training materials and sample forms.

Keep in mind that, rather than a federal directive, the SHARE Network is acompilation of best and promising practices identified by the US Department of Labors Center for Faith-Based and Community Initiatives since 2002. You willwant to adapt certain elements to suit your particular needs.

A SHARE Network Access Point needs knowledge about:

o Web-based jobseeker services

W kO f i


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used by other States in training their Access Points, as well as a Training Timelinethat will be completed before you leave todays training.

Summary: Training SHARE Network Access PointsBEFORESet the schedule for all training events. Make a list of everything you will need.o Invite participants and trainees at least 3 weeks in advance

o Confirm with post-mail and email reminders 1 week before.o Reconfirm via telephone the day before.o Review your checklist often; daily the week before.

FIRST SESSIONWHAT: Orientation, tour and classroom training, 2-3 hoursWHO: TM, One-Stop manager, key staff and SNAP OperatorsWHERE: WorkOne Center tour, resource room, computer training room

WHEN: 3-4 weeks before your targeted date to open SNAPSWHY: Introduce them to the WorkOne Center, services and staff

SECOND SESSIONWHAT: Classroom training, 3-4 hoursWHO: TM, key partners, FBCO and SNAP Leaders, OperatorsWHERE: One-Stop conference room, and computer training roomWHEN: 2-3 weeks before your targeted date to open SNAPS

WHY: Introduce key partners; teach non-discrimination and religious libertyrules; demonstrate use of jobseeker online tools in-depth

THIRD SESSION


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had a role in training, as well as the FBCO leaders who signed the MOUs. Makeup a certificate for each trainee, get local VIP signature, add yours as Trainer.

Have your VIPs present them to the trainees in a little ceremony.


COMMUNICATIONS

Communicating with your SNAPso Building the relationship - who do I know there?

o Getting the MOU signed who will sign it? Proposed date?

o Committing to the training events


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Instructions for Training Session #1

o Open with about 15 minutes for welcome and introductions: Introduce the One-Stop manager; allow time for his/her comments. Introduce any other staff or partners present. Trainees introduce themselves, and briefly describe their organization.

o Consider using icebreakers like first/worst/best junk food, job, etc.

o Conduct a guided Orientation. Be sure to include everything the first- time customer will experience.

o Tour the One-Stop Resource Room Walk-throughs and intros to WTW staff, veterans services, co-located

partners, etc.


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INDIANA SHARE Network Access Points

Session I [Date]

[location]

Welcome and Introductions 1:00pm-1:15pm

General Orientation presentation 1:15pm-2:30pm

Objective: Know the purpose and services of Indianas SHARENetwork Access Points

Self Service Guide Eligibility-Based Services

Tour of Resource Room


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o Open with about 10 minutes for welcome and introductions: This training should include FBCO leaders as well as the SNAP operators,so be sure to allow time for networking.

Trainees introduce themselves, their role and organization.o Even with leadership folks, icebreakers can be helpful but be sure

they are appropriate and brief .

o Start with Equal Protection/Religious Liberty training Use at a minimum the slides and instructions in your SHARE Network

Training Manual. Be prepared with some examples to ensure clarity.


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o Assign homework: Create your own imaginary jobseeker and come to classprepared to explain how you would help such a customer.

o Review and confirm the training schedule; emphasize next training date/time.


Session 2 [Date]

[location]


Religion-Related Rules 1:15pm-2:00pm

Key Partner Presentations 2:00pm-2:30pm

Break 2:30pm-2:45pm


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o Open with a small icebreaker for introductions

o Ask trainees about their homework and describe some case examples. Get very in-depth with jobseeker and SHARE websites. Be prepared with some examples to ensure clarity. Invite discussion and Q&A. Refer very tough questions to the WorkOne Center staff.

o Introduce customer service expert (eg professor who teaches on the psychologyof chronic unemployment and underemployment).


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Session 3

[Date] [location]


SHARE Network Resource Directory 1:15pm-1:45pm

Review CS3, other online tools 1:45pm-2:00pm


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Adjournment 4:00pm


STATEWIDE STANDARDS

WHAT ALL INDIANA ACCESS POINTS NEED TO KNOW

1) Job Matching

a. How will you train your Access Points to find jobs for customers?

b. Who is the right person to do this training? When is he/sheavailable?


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3) Confidentiality and Customer Service - please see Appendixa. What will you teach your Access Points about service and confidentiality?


LOCAL/REGIONAL STANDARDS

WHAT ___________ ACCESS POINTS NEED TO KNOW

What special population or program will I include in my Access Points training?

Who is the best person to provide this training (lead trainer)?

Optional Trainings eg DV, Barriers and Breakthroughs, Mentoring See Appendix


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What news items should I communicate at once to my Access Points?


MEASURING OUTCOMES

What tool(s) will our SHARE Network use to measure the following at Access Points?

Customers served*First time, totalFirst time, never been to a One-StopReturning, total

Customers referred to the WorkOne Center* (see also: MEASURINGREFERRALS)


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What other ways do I want to measure the success of my Access Points? Examplesinclude customer satisfaction surveys, changes in the job search skills of their customers,specific demographics served, etc.

*required


MEASURING REFERRALS

Access Points should always use the Resource Directory as logged-in Members.This is the only way you and they - can get credit for the great work they do in referringcustomers to the WorkOne Center, to other services, and for the in-kind services theyprovide jobseekers.

So, it is critical to train your Access Points thoroughly in the use of the Resource Directory.

Lets review:

Have them register as Members. During the registration process they will be asked tocheck which category describes them: They should check Access Point (other categories are College, Community College, Government, etc.)


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When will I schedule my follow-up reminder call to them?


TIMELINE

BY: Task to completeMydate Comments

4/16/2007 Open Access Points(Statewide deadline)

X minus 1-5days

Trainees do their job-shadowing

X minus 1-2weeks

Training Session 3

X minus 2-3wks

Training Session 2

X minus 3-4weeks

Training Session 1 (TS1)


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weeks before TrainingSession 1, to all three

training sessionsTS1 minus6 weeks

Invite co-trainers/presenters andcommit schedule of trainings

TS1 minus6-8 weeks

Complete detailed plans for your Access Pointscurricula

Appendix


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SHARE Network Access PointsToolkit

RESOURCE LIBRARY

Here are some recommended Resource Library items for Access Points:


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SHARE Network Access PointsToolkit

CUSTOMER SERVICE TRAINING

Title

100+ Winning Answers to the Toughest Interview Questions

American Heritage Dictionary

America's Top Jobs For People Without A 4-Year Degree

Barrier Breaking Resumes

Blue Collar Resumes

Cyberspace Job Search KitCyberspace Resume Kit

Do What You Are

Dynamite Resumes

Edge, Resume & Job Search, The

Enhanced Occupational Outlook Handbook

Gallery Of Best Cover Letters

Getting The Job You Really Want


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Here is content from a document developed by the Minnesota Department of Employment and Economic Development to train its frontline staff in how to help

jobseekers entering the Resource Area of the One-Stop. What parts of this will help you in training your Access Points?

Resource Area Customer Service Protocol

This protocol was developed to simplify and clarify the process of assisting customerseffectively in the Resource Area. Each step should be addressed for every customer in theResource Area: Greet the Customer, Assess Needs and Expectations with Customer,

Take Action on Expressed Need, Confirm Customers Needs Were Met. There are manydifferences among the Systems Resource Areas, so the method or means of how eachstep is met will differ depending on available staff, staffs expertise, customers computer comfort level, the specific needs or interests of the customer, etc. Bolded statements arepossible variations, not required script. Staff should find the language that serves thefunction of each step effectively for them.

I. Greet the Customer

"Welcome to the WorkForce Center. Have you been here before?"

"Yes." - Direct customer to the person or resource they would like to access.

" No." - Proceed to Needs Assessment

If staff cannot help a customer immediately, it is important to acknowledge their presence,and wherever possible, get them started on an activity, then let them know you will help assoon as you can. "Have you been here before?" If so, and they know what they want topursue, invite them to. If not, give them a paper and pencil checklist of services, or logthem into the Customer Assessment, call for back-up support if available, and again, letthem know you will help as soon as you can


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Short verbal description Mini-tour or point out areas of interest within Resource Area

Assessment on web (Answers to Your Job Search and Career Planning Questionslink www.mnwfc.org/resources/intro.htm ) Paper checklist of services (Northeast MN uses)

Include informative statements to explore eligibility for targeted programs, such as,"There may be additional services available for those who are receiving publicassistance and seeking work, those whove been laid off from a job recently, or for those who have a disability that interferes with your ability to find or keep a job."

III. Take Action on Expressed Need

Job Search - "I can help you get started on the process. Let me know if I can helpyou if you have questions later on."

Assist customer to begin registration with MJB Walk through job search process (identify goal, develop resume and cover letter,

identify leads, contact leads (e-mail or network), interview process Offer help with resume development (computer, books) Identify workshops and services If person needs more help or assistance than you are able to provide at the time,

offer to set an appointment when it can be scheduled

Career Planning - "I can help you get started on the process. Let me know if I canhelp you if you have questions later on."

Identify workshops, services, print and computer resources Assist customer to begin use of career development tools, such as Choices,

ISEEK Walk customer through career planning process (identify skills and interests
http://www.mnwfc.org/resources/intro.htmhttp://www.mnwfc.org/resources/intro.htm


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Access Point: _________________________________________________

Your Name (Volunteer): _________________________________________

Todays Date: _______________________

Please ask each customer these questions at the beginning of your service(check the column that best represents their answer, in your opinion):

How comfortable are you about: Not atall

Somewhat Fairly Verycomfortable

Using a computer to look for a job?Filling out a job application?Writing a resume?Going on a job interview?

At the end of each session, ask the customer the same questions:How comfortable are you about: Not at

all

Somewhat Fairly Very

comfortableUsing a computer to look for a job?Filling out a job application?Writing a resume?Going on a job interview?

Now measure the change (outcome) for this customer from todays session:Change (outcome) regarding: No

changeNone

neededUp 1

columnUp 2

columnsUsing a computer to look for a jobFilling out a job application


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Helping people navigate the system

Agenda

2-5 pm Thursday, 8/23/2007Cocoa Community College, Student Union B-3

1215 Clearlake Road, Cocoa

2 pm Introductions

2:10 pm Ellen Simonsen, Cocoa County Public Health Department: Freehealth care options for jobseekers

2:30 pm Cynthia Conlin, Cocoa One-Stop: SHARE Network MeasurableOutcomes

3 pm Cheryl Manganson and Toni Pepito, Salvation Army DomesticViolence Program: Domestic Violence and Employment Issues

4 pm Don Respitess, North Cocoa Mini-One-Stop and Pastor MoseSmithton, Chaplain, Cocoa County Jail: Serving ex-offender

jobseekers

5 pm Adjournment


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Pre-Test

The following information is requested in order to assess your current knowledge(baseline) about the topics we will discuss today. Later, we will ask some of the samequestions, and maybe a few others, to tell if we are doing a good job of helping youimprove your knowledge and skills. Thank you for your cooperation.

Please pick the answer that best represents your current knowledge of the topic:

1) The _________________ Public Health Department offers the following freeservices:

True False Unsurea. HIV testing ____ _____ ____ b. Drug testing for employment ____ _____ ____ c. Pregnancy testing ____ _____ ____ d. Prenatal care ____ _____ ____ e. Prescription drugs ____ _____ ____ f. Nothing is free unless youre ____ _____ ____

on Medicaid or Medicare.

2) The best way to measure the outcomes of our Access Point is to (please circleone):a. Ask customers to tell me how they like it.b. Have every customer fill out a customer satisfaction form.c. Collect baseline information and then measure changes.d. Count how many grants we apply for, and compare to how many we get.

3) In my opinion, domestic violence (please circle one):a. Damages the victim who is beaten but no one else.

b. Is tragic but not particularly related to workforce issues.c. Affects thousands of men, women, children and workplaces in our

community every year.d. Is primarily a womens issue.


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Post-Test

Now that youve had some training in todays topic areas, lets evaluate how wellwe helped improve your knowledge and skills. Please pick the answer that bestrepresents your current knowledge of the topic:

5) The ________________ Health Department offers the following free services:True False Unsure

a. HIV testing ____ _____ ____

b. Drug testing for employment ____ _____ ____ c. Pregnancy testing ____ _____ ____ d. Prenatal care ____ _____ ____ e. Prescription drugs ____ _____ ____ f. Nothing is free unless youre ____ _____ ____

on Medicaid or Medicare.

6) The best way to measure the outcomes of our Access Point is to (please circleone):a. Ask customers to tell me how they like it.b. Have every customer fill out a customer satisfaction form.c. Collect baseline information and then measure changes.d. Count how many grants we apply for, and compare to how many we get.

7) In my opinion, domestic violence (please circle one):a. Damages the victim who is beaten but no one else.b. Is tragic but not particularly related to workforce issues.

c. Affects thousands of men, women, children and workplaces every year.d. Is primarily a womens issue.

8) When someone comes in looking for work and they have a criminal record, I:


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Strongly agree

Agree Neutral Disagree Stronglydisagree

Todays training was relevant to my work.

The main instructor was a skilled presenter.Other presenters [if any] were knowledgeable.Information provided was helpful.Training was conducted professionally.Instruction materials and handouts were useful.I will look forward to the next SHARE Networktraining.

What did you like best about todays training?

_________________________________________________________________

_________________________________________________________________

______________________________________________________________

What did you dislike most about todays training?

_________________________________________________________________ _________________________________________________________________

______________________________________________________________

What one thing you learned today will be most useful to you?

_________________________________________________________________

_________________________________________________________________

______________________________________________________________


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Development Board in North Carolina, so their successful customers can berecognized in the Access Points publicity as well as your One-Stop system.

Release Form

The Centralina Workforce Development Board (the Board) regularly

reproduces photographs and videos of individuals in its publications,

promotional materials and marketing materials and on its website

(www.centralinaworks.com ) in order to promote the activities of the Board.

The Board would like to be able to use and reproduce one or morephotographs of you and any comments during interviews for this purposeand is seeking your consent to do so.

If you agree to us using your photograph/s and statements in this waywithout compensation, please sign below where indicated.

----------------------------------------------------------------------------------------------------------I agree to allow the Centralina Workforce Development Board and the NorthCarolina Department of Commerce to use my image and statements in themanner described. In addition, I grant my permission to:

o alter the same without restriction for use in any manner or medium.

o use my first and last name with my picture and/or comments.
http://www.centralinaworks.com/http://www.centralinaworks.com/


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organization], [address], hereinafter referred to as The Access Point, for the purpose of helping unemployed and underemployed people receive job-search services under theIndiana SHARE Network.

This agreement shall begin on [Date] and end on [Date}, is renewable annually, and maybe modified or terminated at any time by written agreement by both parties.

The Board agrees to provide The Access Point with:1. [Computer?].2. [Computer?].3. [Internet cost reimbursement or donation?].

4. [Resource library materials?].5. [Up to 15 hours of training for the SNAP volunteers/staff to help jobseekers].6. Personal connections to [WorkOne Center] management, staff, and key partners.

The Access Point agrees to provide The Board with:1. Host a publicly accessible SHARE Network Access Point consisting of a computer

with Internet access and a Board-trained operator.2. Helping jobseekers at least [xx] hours per week.3. Provide a volunteer or staff person to assist jobseekers at the Access Point.4. Publicizing your jobseeker services to your community.5. Sending an operator to at least [xx] hours of initial training.6. Participating in optional training opportunities offered by The Board.7. Submitting [what reports, forms, how often, where] to document activities.

The Access Point assures that it will take reasonable precautions to ensure hardware,software, and/or other resources remain secure and in good repair; and understands thatThe Board is not responsible for repair or replacement of Access Point resources.

The Access Point agrees to abide by federal, state and local laws, particularly thoseensuring non-religious use, religious liberty, equal protection, and non-discrimination.


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SHARE Network IndianaSharing How Awareness of Resources Empowers!

Measurable Goals and Outcomes

Data Item How to set goals for this data How to measure outcomes of this data

1. Number of new faith-based andcommunity-based organizationsengaged as Access Points within 1 year.

Goal was set by Team Member consensus,during the final day of SHARE Network training.

Track the name, address, phone, email andkey contact name for each SHARE Network Access Point. Baseline and report quarterly.

2. Number of individuals trained as AccessPoint operators.

Goal is 2 per SHARE Network Access Point. Team Members should provide names of theindividuals they train initially at each AccessPoint; review quarterly and note any attritionand/or new names trained.

3. Number of customers served (coreservices) by category (first-time here,new to the One-Stop system, returning)

Team Members count the customers served inthe first month of operation; help each AccessPoint set SMART goals for next quarter.

Customer sign-in sheets; Team Membersreport the baseline month, and quarterly.

4. Number of referrals to One-Stop for additional services.

To primarily improve self-directed job search,set smaller goal here. To primarily increasecustomer enrollment in One-Stop programs,set a higher goal here.

State project lead can get this per AccessPoint from the SHARE Network ResourceDirectory, provided the Access Point is loggedin when referring; report quarterly.

5. Number of other services provided(outside the One-Stop system).

Goals need not be set for this, but TeamMembers train Access Points to track this as

indicator of community needs.

State project lead can get this per AccessPoint from the SHARE Network Resource

Directory, provided the Access Point is loggedin when referring; report quarterly.

6. Type(s) of services provided (resumewriting, job search).

Minimal goal: 1 job search per customer!State/local leaders have option to add goalsfor resume creation, job readiness, job searchskill improvement, etc.

State project lead can get this per AccessPoint from the SHARE Network ResourceDirectory, provided the Access Point is loggedin when self-referring for the services

provided; report quarterly.

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