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Oklahoma Employment Security Commission Field Training Workforce Services Division – Capacity Building Unit [email protected]
Oklahoma Employment Security Commission
Field Training
Workforce Services Division – Capacity Building [email protected]
Continuous Improvement: Training
3Oklahoma Employment Security Commission – Workforce Services Division
Continuous Improvement: Training
Welcome to the Capacity Building Unit!
• Increased focus on training and staff development.
• CBU is dedicated to the development and delivery of classroom and online training available to all staff.
Recognition that both face-to-face and online training are important Standardized On-Boarding/New Hire Training with a series dedicated to
Managers On-going staff development such as Customer Service and Systems
training• One team serving one customer• Collaboration is key:
Remember to invite Board Staff and partners to all training!
4Oklahoma Employment Security Commission – Workforce Services Division
Continuous Improvement: Training
Training Documents:
• Employer Council, Job Fair and Facebook Toolkits
• Marquee Presentation
• Labor Exchange, Customer Feedback and Customer Search List Procedures
• Job Order and Referral Review Quality Control Process
• Oklahoma Strategic Workforce Dual Issuance (OSWDI) Oklahoma Gold Card Guidance for Center Staff
• OJL/OSL Uploader and Virtual Signature Training
• WOTC Form 8850 and Form 9062 Training
• RES/REA – EUC TabE User’s Manual – Short Version Q & A EUC Scheduling Process Screens - GLink
5Oklahoma Employment Security Commission – Workforce Services Division
Continuous Improvement: Training
Lisa Graven, Workforce Services DirectorTami Decker Debra Roseburr DeDe Smith
• Systems Issues• Training/Technical
Assistance• SCSEP
• WOTC• Federal Bonding• FLC Housing Inspections• TAA
• Quality Control• Monitoring/Program
Compliance• FLC Program
Who can I contact at the State Office?
Where do I access training materials?http://www.ok.gov/oesc_web/Services/Workforce_Services/Staff_Training/
6Oklahoma Employment Security Commission – Workforce Services Division
Continuous Improvement: Training
7Oklahoma Employment Security Commission – Workforce Services Division
Continuous Improvement: Training
Training Survey Highlights:
• 119 total responses
• 97% - the trainer clearly identified the purpose
• 92% - the trainer always addressed questions from audience
• 85% - the trainer always encouraged group participation
• 92% - the materials helped further my understanding of the topic
• 94% - the training received so far was beneficial
• More information needed: OKJobMatch RES/REA/EUC Procedures Facebook/Social Media TabE
8Oklahoma Employment Security Commission – Workforce Services Division
Continuous Improvement: Training
Training Survey Highlights:
• Future training sessions requested: Customer Service Veterans Program/Performance Working with Offenders/Reintegration Assistance How to Handle Angry Customers/Sensitivity Training Center Functions/Work Flow Helping Customers Create An Effective Resume Career Counseling/Advisement Communication with Customers and Coworkers UI Overview
9Oklahoma Employment Security Commission – Workforce Services Division
Continuous Improvement: Training
Training Survey Highlights:
• Training that should be repeated (quarterly, semi-annually or annually): Disability/Diversity Training LE Procedures; Job Order Maintenance and Referrals Metrics and Expectations RES/REA/EUC Helping Customers Create An Effective Resume Career Counseling/Advisement Customer Service System Related; Registrations, Documentation, Employment Plans and
Notes Making the Workplace Fun!
Quality Customer Service and Innovation
11Oklahoma Employment Security Commission – Workforce Services Division
Quality Customer Service and Innovation
• Job Fair teams work hard each Spring and Fall, connecting an average of 1,000 job seekers and more than 100 employers at each fair!
• Interest in Employer Councils continues to expand, with attendance at record levels last quarter:
OKC – 525 employers Tulsa – 184 employers
• Expanding Business Engagement – Technical Assistance Grant
Grant period: July 1, 2012 thru June 30, 2014 Emphasizes and prioritizes employer engagement, specifically the
employer’s use and perception of local Workforce Center services. Project team will develop a strategic plan focused on improving
program performance through business-focused services.
12Oklahoma Employment Security Commission – Workforce Services Division
Quality Customer Service and Innovation
• WOTC is currently awaiting reauthorization and is on hold status. The team continues to accept applications and is excitedly preparing to go paperless!
• TAA is happy to announce that the overall number of Trade Impacted companies has decreased over the last year.
• By the numbers:
Job Referrals continue to increase, up by 45% over last quarter Staff Assisted Job Orders up by almost 40% Job Developments up by 46% Employer Contacts up by 13% Claimants receiving RES/REA services up almost 14% Job Seekers receiving Staff Assisted Services up 8%
13Oklahoma Employment Security Commission – Workforce Services Division
Quality Customer Service and Innovation
• Moving centers forward:
Enid, Ardmore and McAlester relocated in 2011 OKC Southside, Idabel and Bartlesville in-progress Ada in-progress (moving dirt on new center!) OKC Northside (consolidation/relocation plans in-progress) Miami relocation, approved Clinton and Durant relocation, waiting on approvals
