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Transcript of Managing Customer Service Surveys for SCSEP … › wp-content › uploads › 2019 › 01 ›...
Managing Customer Service Surveys for
SCSEP Performance
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Objectives
1. Define the customer survey measure
2. Develop strategies to better serve our customers: Participants.
Host Agencies and Employer
3. Comprehend how customer satisfaction surveys affect
performance
4. Strategize how to increase customer satisfaction in ETC territories
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“Indicators of effectiveness in serving employers, host
agencies, and project participants” is defined as the
combined results of customer assessments of the services
received by each of these three customer groups.
Customer Satisfaction
Definition
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• Customer Satisfaction- Participant Goal 81.1%
• Customer Satisfaction- Host Agency Goal 81.1%
• Customer Satisfaction- Employer Goal 85.6%
Final Goals Grant YR 2019
Participant Satisfaction SURVEY
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Who receives the survey?
The survey sample has always been generally representative of the SCSEP
population nationwide. It is a stratified, random sample of all eligible
participants, defined as any individuals who received service at any time
within the twelve months prior to the drawing of the survey sample.
Participant Satisfaction Survey
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The participant survey measures participants’ expectations for the program,
the role of training (especially computer training), and how well the program
prepares participants for the changing economy.
Specific areas surveyed:
1. Participants’ expectations for the program
2. How participants rate their treatment in the program
3. Participants’ experience in the Host Agency
4. Participant outcomes
5. Training opportunities (Computer skills training in particular)
6. Supportive services
Participant Satisfaction Survey
What the survey measures?
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1. Participants’ Expectations for
the Program:
Participants indicate the primary
reason(s) they chose to enroll in the
SCSEP.
Participant Satisfaction Survey
What it measures?
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“The program staff understood my
employment interests and needs. At the
time I enrolled, the Older Worker
Program/SCSEP, staff told me what I
needed to know about how the program
worked and what to expect.”
Survey measures staff members’ ability to
understand the diverse needs of the
participants and to respond in a supportive
manner to these needs.
Participant Satisfaction Survey
2. How Participants Rate Their Treatment in the Program:
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3. Participants’ Experience in the Host Agency:
“During my community service assignment, my host agency gave me the
training I needed to be successful in my assignment. I had a say in the types
of skills I would gain during my host agency assignment.”
Measures the level of satisfaction of the community service assignments
(CSAs) to which participants were sent. In general it measures whether
participants believe that the SCSEP staff did a good job in matching their
skills with their assignments.
Also measures how program participants are satisfied with the case
management practices of the program.
Participant Satisfaction Survey
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Participant Satisfaction Survey
4. Participant Outcomes
There are two types of outcomes
derived from the survey:
• outcomes achieved while
participants are in the program
• outcomes associated with
employment after participants
leave the program.
Overall, how helpful has the Older Worker Program/SCSEP been in
preparing you for success in the workforce?
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Measures whether participants received
computer training but also whether the training
was appropriately targeted to the participants’
needs.
Computer training continues to be an
important aspect of helping older workers
prepare for a computerized work environment.
“With computer training failing to meet the
needs of participants, there is much room for
improvement”.
Participant Satisfaction Survey
5. Training Opportunities (Computer Skills Training)
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6. Supportive Service
“The Older Worker Program helped me obtain the supportive services, such
as assistance with transportation, housing or medical care, that I needed to
meet my employment goals.”
In addition to providing training, grantees are required to assess whether
participants need supportive services in order to successfully participate in
SCSEP and, if so, to see that services are provided.
Participant Satisfaction Survey
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1. During intake process: Make the applicant/participant feel appreciated and supported in
their times of personal crisis. The intake and assessment processes provide the
participant an opportunity to identify and prioritize their individual needs and find out
about available resources. During assessment and service planning, staff must help
participants set short-term goals, identify appropriate CSA placements and additional
training offerings, and set longer-term goals for unsubsidized employment.
2. Provide a community service assignment that best match their needs and interests.
3. Respond quickly if there is a problem with their community service assignments.
4. Provide access to training, whether it was general, such as English language training or
computer skills training, or training that would help them obtain jobs in specific targeted
occupations.
How we can better manage participant satisfaction?
Participant Satisfaction
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5. Provide consistent support, hold regular meetings and job club
activities, and give participants the sense that they are supported
in working towards their goals.
6. Provide a “financial benefits check-up” and help refer participants
to needed social services using a community resource directory,
and have sponsored monthly or quarterly participant meetings at
which guest speakers made presentations on available
community resources. Oftentimes seniors do not know what’s
available to them, or are embarrassed to ask, but staff should be
resourceful and help them connect those who qualify with these
other forms of assistance.
Participant Satisfaction
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7. Benefit Counseling
Some participants are very concerned that taking a job may cause them
to lose access to public benefits that are important to their financial
stability and survival. Partner with resources who can provide good
information about how accepting unsubsidized employment might
change their eligibility for medical benefits, housing subsidies, food
stamps, energy assistance, and other financial benefits or services that
are important to their well-being.
Participant Satisfaction
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8. Participants enjoy the peer support and information-sharing that
occurs during group meetings.
Participant Satisfaction
Organize quarterly participant meetings
and provide a forum for feedback,
socialization, and networking. Participants
will benefit from meeting peers who are in
similar situations. By talking with other
older workers, participants realize that they
are not the only ones who were
experiencing difficulty finding employment.
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9. Provide assistance in all phases of their job searches helping
them secure unsubsidized employment by:
• Help them discern what skills they had that qualified them for
employment – allow participants to make these decisions – it creates
buy-in
• Help them to uncover new interests and career possibilities
• Provide participants with relevant job listings
• Help them stay motivated to conduct job searches even when you
can not provide as much individualized support as you might want to.
Participant Satisfaction
Most participants appreciate the support that field staff are able to
offer as they look for jobs.
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10. Get the Host Agency involved in the participant job search process!
Participant Satisfaction
Host Agency staff can play an integral part
in helping participants find unsubsidized
employment by:
• Helping them tailor their resumes and
cover letters to improve their chances of
getting interviews elsewhere
• Providing them with access to fax
machines and computers to send out
resumes.
Host Agency Satisfaction SURVEY
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The Host Agency Satisfaction Survey is used to increase the understanding of:
• The Host Agency needs regarding the background of participants,
• The participants’ skills and knowledge
• Any additional detail on the importance of computer training.
Host Agency Satisfaction Survey
What it measures?
1. Treatment by Experience Works
2. Participant preparation
3. Removal from the assignment
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1. Treatment by Sub-Grantee
Strengthening relationship
between the local programs
and their host agencies.
Host Agency Satisfaction Survey
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Survey the degree to which host agencies perceive assigned participants
as having the necessary training.
The most frequently noted lack of preparation is in the area of basic
computer knowledge. The other three areas mentioned with equal
frequency by Host Agency are the lack of basic employability skills,
knowledge of the assignment, and how to behave with host agency
customers (lack of soft skills).
2. Participant Preparation
Host Agency Satisfaction Survey
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Developing a good match has the strongest influence on overall satisfaction!
3. Removal from the Assignment
There are two ways that a participant can be removed from an assignment: SCSEP
staff can remove someone for various reasons (e.g., to provide the participant a
different opportunity to acquire additional skills or training or at the request of the
participant for personal reasons); or the host agency may request the removal of a
participant because the assignment is not working out.
Host Agency Satisfaction Survey
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1. Providing the host agency with a suitable SCSEP trainee for a given
position makes it more likely that the host agency will want to continue
to participate in the program.
2. The better the match between the participant’s skills and training goals
and the host agency’s needs, the more likely it is that the participant
will be hired into unsubsidized employment by the host agency.
3. Hold frequent meetings with the host agency and participant to monitor
the participant’s progress and set continually increasing goals for new
skills development. (This could be via telephone)
4. Quickly investigate any problems or remedy the problem at that
training site as soon as possible.
Host Agency Satisfaction
How we can better manage Host Agency satisfaction?
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• By collaborating to provide participants access to training, including both
basic computer skills training and more advanced skills training.
• By getting host agencies to commit to provide SCSEP participants with a
systematic ladder of skills training it will result in the increased participant
skills over time which will also benefit the training site.
How can we better serve them as a training site?
Host Agency Satisfaction
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A simple call, email, thank you card or promoting a story to
communicate the agency’s efforts above and beyond to assist older
workers through their partnership with the SCSEP and Experience
Works.
Examples:
• Host agency adjusted the job description to meet participant’s needs
(addressing cognitive or physical limitations).
• Host agency developed an opportunity that benefitted from
participant’s high-level skills.
Reward the Host Agency for their efforts
Host Agency Satisfaction
Employer Satisfaction SURVEY
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Direct Job Placement Services by the SCSEP Staff
Field staff place participants into unsubsidized jobs by developing private sector
(for-profit) jobs, non-profit sector (not Host Agency) and public sector (not Host
Agency) for SCSEP participants. Included is the use of on-the-job experience
(OJE) agreements or employment contracts.
Placing participants in unsubsidized employment requires that field staff play more
active roles in contacting private-sector employers, providing job leads to
participants, and marketing specific participants to employers.
Employer Satisfaction Survey
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Unsubsidized Employment Form Question:
Was placement the “Result of Service by Subgrantee”?
If you answer YES to this question, you MUST hand deliver the survey
to the employer.
This information will be used to determine which employers will receive
the customer satisfaction survey directly from the DOL.
Employer Satisfaction Survey
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Field staff should deliver the employer survey in person to the employer
contact person during the first quarter after the exit quarter. Staff should no
longer wait until Follow-up 1 is due.
The employer survey is designed to be delivered between 20 and 100 days
after the participant started work with the employer.
Employers will be surveyed even if the participant did not achieve Q2
employment with that employer.
Employer Satisfaction Survey
Process
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• To obtain a satisfactory response rate, sub-grantees will have to deliver a
second survey to those employers that do not complete the first survey.
• If an employer hires two participants, one from each grantee for which the
sub-grantee works, the employer should only be surveyed for the first
placement. The Pending Employer Surveys report indicates which grantee
must survey the employer.
Employer Satisfaction Survey
Process
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Strategies to Increase Private Sector Placements
1. Identify job leads: One of the most common placement methods is to
review online job banks and other listings and provide these leads to
participants in-person, by telephone or e-mail that appear to be well
qualified for the opening and are very serious about job searching.
• Assist the participant to tailor the resume and cover letter to match
the job description for the position.
• Personally reach out to the employer to set up an informational
interview in which you obtain information about the employers
needs and offer candidates.
Employer Satisfaction Survey
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2. Attend job fairs: Staff can take job-ready participants to job fairs. Staff
can schedule presentations to job fairs employers to open the possibility
to have participants being interviewed. Also staff can organize its own job
fair.
3. Work with temporary or leasing agencies: Develop relationships
with recruiting or staff-leasing companies to increase access to a wider
variety of available jobs.
Strategies to Increase Private Sector Placements
Employer Satisfaction
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4. Contact employers to identify possible jobs for participants: Staff and
well trained participant assistants are expected to develop jobs on behalf of the
participants. Staff or PA can call employers that have hired SCSEP participants
in the past, or even do “cold calling” or walk door-to-door trying to find openings.
5. Target specific occupations or employers: Providing training that will make
participants attractive to employers in specific industries. In selecting the
industries to target for placements, take into account participant abilities and
interests, labor-market demand and training cost. Among the occupations
targeted for placement of SCSEP participants are security guard, childcare aide,
home health care aide, and clerical among others. Historically, the training
needed for each of these occupations is relatively short-term.
Strategies
Employer Satisfaction Survey
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The rules require that an employer not be surveyed more than once in a
year. To avoid jeopardizing the official employer survey, grantees may not
administer their own surveys. As an alternative, grantees may arrange to
increase the sample size of their customers selected for the official survey.
Such changes will be at the expense of the grantee.
Employer Annual Survey Limitation*
Employer Satisfaction Survey
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Exclusions*
• Unsubsidized employers that have served as a host agency for this
participant or any other participant (under any state or national
grant) in the last 12 months will not be included in the customer
satisfaction survey of employers. They will be in the pool for the
host agency survey.
• A self-employed participant will not receive the employer survey
(although the individual may be selected for the participant survey).
Employer Satisfaction Survey
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Summary
1. The participant survey measures participants’ expectations for the
program, the role of training (especially computer training), and how
well the program prepares participants for the changing economy.
2. The Host Agency Satisfaction Survey will serve as an understanding
and awareness of the importance or creating good partnerships with
Host agencies ang the importance of providing a good match
through good participant assessments.
3. Field staff must engage in a more active role in contacting private-
sector employers, providing job leads to participants, and marketing
specific participants to employers.
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Exercise 1. ETC’s develop a plan on how you will achieve your customer service
program performance measure goal.
2. Concentrate on case management, motivational onboarding
including participant buy-in, Host Agency development and
partnering, and local employer relationship building.
3. Develop a timeline on when this will be implemented with monthly
requirements for participant and host agency contacts. Identify the
number of local employers that will be contacted each month to
develop partnerships and employment opportunities for your
participants
4. What do you consider success? What does your manager consider
a success?
5. Complete the survey by COB EST, Friday, Sept 21, 2018.
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1. PY 2017 Participant Evaluation of SCSEP https://www.doleta.gov/Seniors/pdf/Participant_Survey_Report/PY2017_Nationwide_Participant_S
urvey_Report.pdf
2. PY 2017 Host Agency Evaluation of SCSEP https://www.doleta.gov/Seniors/pdf/Host_Agency_Survey_Report/PY2017_Nationwide_Host_Age
ncy_Survey_Report.pdf
3. Evaluation of the Senior Community Service Employment Program (SCSEP)
Process and Outcomes Study Final Report https://wdr.doleta.gov/research/FullText_Documents/ETAOP_2013_03.pdf
4. Supplement to Data Collection Handbook Rev 7.1
References: