Integrated Services Delivery

Frontline Functions The Learning Map

NC Department of CommerceDivision of Workforce Solutions

Workforce Development Training Center

AGEN

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!!!

Lear

ning

Map

O

bjec

tive

s

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 SKILLSville

FUNCTION / TEAM

EMPLOYMENT TownFUNCTION / TEAM

CUSTOMER SERVICE experienceJOB SEEKER / EMPLOYER

Welcome SpringsFUNCTION / TEAM

JOB

MAT

CH

Opt.Out

GREETCUSTOMER

Next

Service

Welcom

e Pro

cess

Answ

er

Questi

on s

Welcome

Circle

Progress Parkway

Horizons

Trail

Eligibility Way

Exploration Alley

Enter DataDetermine

Needs

Evaluate Needs

1 on 1 Interview

R E F E R R A L

Service

InsideOutsid

e

Leaving

Welcome Springs

SKILLSVille 5 miles

Employment Town

SKILLSville

Child Care

Nutrition Assistance

Transportation

Customers

Returning

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

Ident

ify

Barri

ers

Determine

Employme

nt Goal

Maintain Documentation

Assess &

Identify

Barriers

Deve

lop

Stra

tegy

Refer Custom

ers to

Employers

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

InsideOutsid

e

Transportation

Housing Aid

Maintain Documenta tion

Maintain Documentati

on

Perfo

rman

ce

Compliance

Agency Communicati

ons

Get a Job!

Self-Help Resource

s

JOB

MAT

CH

EMPLOYMENT

Town

2 milesTuition

Assistance

EMPLOYMENT TownFUNCTION / TEAM

Assess, Identify, and

Address Needs & Barriers

Develop Service

Strategy / Career Action

Refer Customers t

o

Employment Activ

ities

Current

on LMI /

Job Trends

EMPLOYMENT Town Welcomes

You!

One-on-One

to Meet

Employment Goal

Product BoxSERVICES

Maintain Documentati

on

Agency Communicati

ons

Perfo

rman

ce

Compliance

Employment Ave.

Excellence Road

Champion Circ.

Product BoxSERVICES

Welcome Town

Opt.

Out

R E F E R R A L

Service

InsideOutsid

e

SKILLSville

Self-

Hel

p Re

sour

ces

JOB

MAT

C HMake Job

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

ESTI

ON

S?

THAN

K YO

U!

Miranda MillerHuman ResourcesTraining & Development

Specialist(919) 814-0469

Gene ScottDirectorNC Workforce Development

Center(919) 814-0330