Presentation: Who’s Taking Care of the Customer?
National Workforce Institute
Who’s Taking Careof the Customer?
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How Solid Is Your Foundation?
Successful workforce systemsdon’t just happen.
They require…in fact they begin with…asolid “foundation” — a well-qualified staff.
Those don’tjust happen either.
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A Systemic Approach
To build and maintain a well-qualified staff, you should:– Research
– Assess
– Develop
– Certify
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NWI Has a Potential Solution
We’ve already defined the criteria you need for every job in your system.
We’ve already built and are using anon-line infrastructure to do specific tasks.
Board areas can “connect the dots” to:– Integrate and align tasks
– Achieve greater efficiencies
– Strengthen their staff (foundation)
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Who is NWI?
National Workforce Institute Dedicated to improving performance
of workforce professionals Defined competencies related to all jobs Provides training linked to competencies Offers certification at two levels:
– CWP (Universal competencies)
– CWE (Functional competencies)
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How Does NWI Work?
NWI Pre-Assessmentprovides staff developmental needs data for training plans
Training focuses on universaland functional competenciesrequired for job performance
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NWI – What Makes it Different?
Based on job analysis data Total system approach Focuses on identified needs
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Important NWI Tools
Universal competencies (Handout 1)– Same for every job
Functional competencies (Handout 2)– Unique to every job or job group
Job-specific matrices (Handout 3)– Lists title variations, duty descriptions, and
functional competencies for every job
Course catalogs (Handout 4)– List courses to develop universal and
functional competencies
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NWI Certification
Level 1 – Certified Workforce Professional (CWP)
Level 2 – Certified Workforce Expert (CWE)
CWPCWE
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NWI Certification
Education and experience Demonstrated knowledge Demonstrated performance
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NWI Certification – Level One (CWP)
Step 1
Step 2 Step 3
Step 4No
Yes
No
Yes
No
Yes
Pre-Assessment
90%?
Enroll inCourses
Apply forCertification
360°Feedback
Score3.0?
Enroll inCourses
CertificationTest
90%? Certification
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NWI Training
Supplied by multiple vendors Available in a variety of delivery formats
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NWI Level I Statistics
XX% of the workforce boards in Texas participating
Two departments within the Texas Workforce Commission
Boards in Wisconsin and Illinois XXXX Level 1 Professionals XXX Level 2 Experts
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Identified Trends/Needs
Pre-assessment “pass” rates 69% 360 “pass” rate about 75% Final Certification “pass” rate about 87% Training needs similar across board areas Most common needs include:
– Business Writing
– Communication Skills
– Conflict Resolution
– Problem Solving
– Team Work
– Workforce Development Systems
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Implications of Identified Needs
Results may indicate organizational/system issues
Results may impact workforce performance measures
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NWI Opportunities
Focus limited training $ on greatest needs Reduce costs of training development Compare performance of
contractors/career centers/job levels Make decisions based on data!
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NWI Products and HR
Use NWI products in your HR processes to:– Write job descriptions
– Recruit
– Interview
– Train and develop
– Set goals
– Conduct performance appraisals
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How Might NWI Help You?
1. Job Descriptions Use the NWI
job descriptions as-is
OR
Customize the NWIjob descriptions for your board area
Look at related jobs withinthe function for other ideas
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How Might NWI Help You?
2. Recruiting Base web postings & ads
on NWI competencies Be sure to highlight key
universal and functionalcompetencies related tothe job
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How Might NWI Help You?
3. Interviewing Base interview questions
on NWI competencies Ask questions about
behaviors thatdemonstrateperformanceof key competencies
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How Might NWI Help You?
4. Training & Development Base initial training plans
on NWI competencies Focus on competencies
specific to the workforcesystem
Use NWI testing andcertification as inputinto promotion decisions
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How Might NWI Help You?
5. Goal Setting Base some annual goals
on NWI competencies Make professional
development part of thegoal-setting process
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How Might NWI Help You?
6. Performance Appraisals Base appraisal criteria
on NWI competencies Recognize achievement
of professionaldevelopment goals
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Key Takeaways
DO use some form ofcompetency-drivensystem to manageperformance.
DON’T perform HR tasksas separate activities.
DO make sure everyone who is takingcare of the customer is well-qualified,well-trained, and well-supported, AND
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NWI Contact Information
DO call NWI if you want help!– Mary Carter, Director
1-866-597-8200
– Tracey Short, Regional Program Manager
1-832-519-1416
Thank you!