Maximizing Your ROI Through Backroom Operations
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Transcript of Maximizing Your ROI Through Backroom Operations
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Maximizing Your ROI Through Backroom
Operations
Homer BooneWORKFORCE CENTRAL FLORIDA, Center
Manager
December 7, 2011
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Background• Region 12 implemented a
Backroom Operations Unit in August 2011
• The Backroom Operations Unit is made up of 14 FTE’s that supports 5 counties throughout Region 12
• Performance standards have been established for each staff
• Monthly monitoring occurs and reports are released real-time
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Local Backroom Operations Perspective• Backroom Operations is viewed
as:Centralized approach to provide more
direct services to job seekersA timely means of documenting and
monitoring job seeker services Reduces the margin of error by
centralizing data entryMinimizes data entry requirements of
front line staff
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Movement of Activities From Front-Line to Backroom
Operations• Take the concept of a baseball team:Manager/Coach: Coordinates the TeamFirst Base: ReportingSecond Base: UI/PREP/REA ManagementThird Base: UI Re-Employment ServicesHome Plate: PlacementsPitchers: Entry, intermediate and
advanced front line staffCatcher: Backroom Support StaffDesignated Hitters: Specialized Staff
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Manager/Coach• Assigns the right staff in the line-
up• Cross-trains staff for all positions• Substitutes for poor
performance/absence• Monitors and evaluates
performance• Tracks and records data• Recognizes and rewards top
performers• Develops game plan
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First Base• Reporting
Maintain accurate and update records of staff performance, including placements
Conduct internal QA on services entered in EFM and respond to monitoring report
Communicate with HELP DESK on programmatic issues
Research data for state monitoring
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Second Base• UI/PREP/REA Management
Manage PREP sign-in sheets and assessment documentation
Verify all services are entered and documented in approved LOP format
Ensure all PREP/REA schedules are conducted within established guidelines
Manage technical assistance to job seekers
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Third Base
• Finance• Services to Employers• Services to Jobseekers• Legacy Programs• Communication and Public Affair’s• WCF Board• ARRA
• UI Re-Employment Services Manage UI Call Center functions -
phone calls returned within 24 hours and all emails are followed up on
Monitoring of service codes entered in EFM and case notes
Conduct random customer service surveys
Outreach to Florida Ready to Work assessed job seekers
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Home Plate• Placements
Review reports for outcomes of job orders and placement
Managing and entering Regional placements
Verifying data for accuracy and LOP compliance
Validate placement information from BH10, BD01, IHR, special hiring events, etc.
Conduct follow-up contact with job seekers
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Pitchers• Entry, intermediate and
advanced front line staff Re-Employment Specialist (RES) Universal Placement Specialist (UPS) Veteran Representatives (LVER/DVOP) Resource Room Technicians Front Desk CSR
• Focus on serving the customer - both employers and job seekers
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Catchers• Backroom Support Staff
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Designated Hitters• Staff that perform specialized
functionsRegional IHR StaffRegional PREP/Bonding Specialist
PREP CSRSupercharged Skills FacilitatorsMobile Unit CoordinatorOnline Support TechnicianUC Customer Support Call Center CSR
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Best Practices
• Consistency in EFM data entry • Updated/Real-time tracking
reports• Crossed-trained Staff• Time invested in backroom staff
development training can yield high ROI
• Success stories from job seekers
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Questions