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SHARE Network Access Point Toolkit by Labor

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									Indiana SHARE Network Access Points Toolkit TABLE OF CONTENTS
Introduction How to Use the Toolkit Summary of SNAP Training Communications Discussion Session I Instructors’ Notes Agenda Session II Instructors’ Notes Agenda Session III Instructors’ Notes Agenda Statewide Standard What Your State’s Access Points Need to Know Local/Regional Standard What Your Local Access Points Need to Know Measuring Outcomes Measuring Referrals Timeline for Training Your Access Points Appendix Resource Library sample Customer Service Protocol example Customer Outcomes Tool sample Following-up training example: “Barriers & Breakthroughs” Sample Agenda Pre-test sample Post-test sample Training Evaluation sample Release Form sample 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18-19 20 21 22 23 24 25

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INDIANA SHARE Network Access Points Toolkit Introduction Welcome to the SHARE Network! This Toolkit is designed to assist you, the SHARE Network Team Member, in training the faith-based and community-based organizations you select as Access Points. During your SHARE Network basic training, you learned how to outreach, identify and select FBCOs who can help jobseekers from underserved communities within your workforce development service area. Some of our time together was in “train the trainer” mode. This Toolkit picks up where we left off, supplying not only training tips but also some direct training materials and sample forms. Keep in mind that, rather than a federal directive, the SHARE Network is a compilation of best and promising practices identified by the US Department of Labor’s Center for Faith-Based and Community Initiatives since 2002. You will want to adapt certain elements to suit your particular needs. A SHARE Network Access Point needs knowledge about:  Web-based jobseeker services  WorkOne’s array of services  Customer service excellence  How to do job matching  Introduction to jobseeker case management  Typical barriers to employment and some available ways to address them  Psychology of chronic under-/unemployment  Using a referral network. The following pages will guide us in establishing a statewide standard for your Access Points, and customizing the way you will train your local Access Points. A Toolkit Appendix contains some sample documents and forms that have been used by other States in training their Access Points, as well as a Training Timeline that will be completed before you leave today’s training.

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Summary: Training SHARE Network Access Points
BEFORE Set the schedule for all training events. Make a list of everything you will need.  Invite participants and trainees at least 3 weeks in advance  Confirm with post-mail and email reminders 1 week before.  Reconfirm via telephone the day before.  Review your checklist often; daily the week before. FIRST SESSION WHAT: Orientation, tour and classroom training, 2-3 hours WHO: TM, One-Stop manager, key staff and SNAP Operators WHERE: WorkOne Center tour, resource room, computer training room WHEN: 3-4 weeks before your targeted date to open SNAPS WHY: Introduce them to the WorkOne Center, services and staff SECOND SESSION WHAT: Classroom training, 3-4 hours WHO: TM, key partners, FBCO and SNAP Leaders, Operators WHERE: One-Stop conference room, and computer training room WHEN: 2-3 weeks before your targeted date to open SNAPS WHY: Introduce key partners; teach non-discrimination and religious liberty rules; demonstrate use of jobseeker online tools in-depth THIRD SESSION WHAT: Classroom training WHO: TM, SNAP Operators, customer service expert WHERE: One-Stop computer training room WHEN: 1-2 weeks before your targeted date to open SNAPS WHY: Teach in-depth SHARE Network Resource Directory use; review your State’s online jobseeker tools; role-play customer service; introduce frontline staff and set up job-shadowing appointments JOB SHADOWING Each trainee should complete a half-day job shadowing a workforce professional at the WorkOne Center. The staff person should be someone familiar with the kinds of help needed by first-time customers: use of the resource room, interview and assessment, self-directed job search help, how to identify customers who may be eligible for other services, and how to refer customers. CELEBRATION Schedule a celebration after their training is complete. Have some light refreshments – coffee and cookies are fine! - and networking. Invite everyone who had a role in training, as well as the FBCO leaders who signed the MOUs. Make up a certificate for each trainee, get local VIP signature, add yours as Trainer. Have your VIPs present them to the trainees in a little ceremony.

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INDIANA SHARE Network Access Points Toolkit COMMUNICATIONS Communicating with your SNAPs o Building the relationship - who do I know there?

o Getting the MOU signed – who will sign it? Proposed date?

o Committing to the training events

o Deploying the resources – computers, software, library if any

o Ongoing information sharing – how often, by what method?

o Managing Q&A

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INDIANA SHARE Network Access Points Toolkit Instructions for Training Session #1  Open with about 15 minutes for welcome and introductions:  Introduce the One-Stop manager; allow time for his/her comments.  Introduce any other staff or partners present.  Trainees introduce themselves, and briefly describe their organization. o Consider using icebreakers like first/worst/best junk food, job, etc.  Conduct a guided Orientation.  Be sure to include everything the first- time customer will experience.  Tour the One-Stop  Resource Room  Walk-throughs and intros to WTW staff, veterans’ services, co-located partners, etc.  Hand out introductory materials that a jobseeker would receive.  Introduce the job-matching website.  Assign homework: o Read through their handouts o Spend an hour exploring the website o Note any questions for next session.  Review and confirm the training schedule; emphasize next training date/time.

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INDIANA SHARE Network Access Points
Session I [Date] [location]

Welcome and Introductions General Orientation presentation

1:00pm-1:15pm 1:15pm-2:30pm

Objective: Know the purpose and services of Indiana’s SHARE Network Access Points  Self Service Guide  Eligibility-Based Services Tour of Resource Room Break WorkOne Online 2:30pm-2:45pm 2:45pm-3:45pm

Objective: Know the major online benefits of http://www.in.gov/dwd/  Home  WorkOne Centers  Training Resources  Buttons/Hotlinks Q&A/Evaluation Homework; preview next training/date/time/loc Adjournment 3:45pm-3:55pm 3:55pm-4:00pm 4:00pm

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INDIANA SHARE Network Access Points Toolkit Instructions for Training Session #2  Open with about 10 minutes for welcome and introductions:  This training should include FBCO leaders as well as the SNAP operators, so be sure to allow time for networking.  Trainees introduce themselves, their role and organization. o Even with leadership folks, icebreakers can be helpful but be sure they are appropriate and brief.  Start with Equal Protection/Religious Liberty training  Use at a minimum the slides and instructions in your SHARE Network Training Manual.  Be prepared with some examples to ensure clarity.  Invite discussion and Q&A.  Refer very tough questions to the DOL-CFBCI contacts provided.  Announce that all are welcome to stay but the remaining focus is on training the SNAP Operators; break (this lets others leave if desired).  Discuss last week’s homework assignment: How did everyone do?  Introduce key partner(s) (those addressing issues of interest to your target communities, e.g. youth services, community college, or ESOL provider)  Move to computer training room and begin in-depth training on the use of jobseeker online tools o job matching resources o SHARE Network website o Preview customer service emphasis from next week  Assign homework: Create your own imaginary jobseeker and come to class prepared to explain how you would help such a customer.  Review and confirm the training schedule; emphasize next training date/time.

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INDIANA SHARE Network Access Points
Session 2 [Date] [location]

Welcome and Introductions Religion-Related Rules Key Partner Presentations Break Review Homework Using the online tools Evaluation Homework; preview next training/date/time/loc Adjournment

1:00pm-1:15pm 1:15pm-2:00pm 2:00pm-2:30pm 2:30pm-2:45pm 2:45pm-3:00pm 3:00pm-3:50pm 3:50pm-3:55pm 3:55pm-4:00pm 4:00pm

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INDIANA SHARE Network Access Points Toolkit Instructions for Training Session #3  Open with a small icebreaker for introductions  Ask trainees about their homework and describe some case examples.  Get very in-depth with jobseeker and SHARE websites.  Be prepared with some examples to ensure clarity.  Invite discussion and Q&A.  Refer very tough questions to the WorkOne Center staff.  Introduce customer service expert (eg professor who teaches on the psychology of chronic unemployment and underemployment).  Have someone (a VIP if possible) dress way down and surprise the class by showing up as a troubled jobseeker. Have class members create a plan for assisting this individual using jobseeker online tools  Assign homework: Create your own imaginary jobseeker and come to class prepared to explain how you would help such a customer.  Introduce frontline staff and set up job-shadowing appointments.  Confirm the content and logistics of the next event, which is the celebration including their certificates.

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INDIANA SHARE Network Access Points
Session 3 [Date] [location]

Welcome and Introductions SHARE Network Resource Directory Review CS3, other online tools Customer Service Excellence Break Review Homework Case Study Introduce frontline staff; job-shadowing appts. Evaluation Homework; preview celebration Adjournment

1:00pm-1:15pm 1:15pm-1:45pm 1:45pm-2:00pm 2:00pm-2:30pm 2:30pm-2:45pm 2:45pm-2:55pm 2:55pm-3:30pm 3:30pm-3:45pm 3:45pm-3:55pm 3:55pm-4:00pm 4:00pm

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INDIANA SHARE Network Access Points Toolkit
STATEWIDE STANDARDS WHAT ALL INDIANA ACCESS POINTS NEED TO KNOW 1) Job Matching a. How will you train your Access Points to find jobs for customers?

b. Who is the right person to do this training? When is he/she available?

c. How long will it take? What logistics are needed for this training?

d. How will your Access Points find job listings for their customers?
Home page for SNAPs: http://www.in.gov/dwd/ or SHARE Network website?

Teach SNAPs to link to CS3, register and log in. Prepare to retrain later on new system.

Do you want to train SNAPs to help claimants file for unemployment online?

2) One-Stop System a. How will your Access Points learn about Indiana’s WorkOne System?

3) Confidentiality and Customer Service - please see Appendix a. What will you teach your Access Points about service and confidentiality?

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INDIANA SHARE Network Access Points Toolkit LOCAL/REGIONAL STANDARDS
WHAT ___________ ACCESS POINTS NEED TO KNOW What special population or program will I include in my Access Points training?

Who is the best person to provide this training (lead trainer)?

Optional Trainings eg DV, Barriers and Breakthroughs, Mentoring – See Appendix

What methods will evaluate our Access Points trainings? See Appendix

How will I communicate with my Access Points and strengthen ties with the One-Stop?

How and how often will I set goals and measure outcomes for my Access Points?

What “news items” should I communicate at once to my Access Points?

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INDIANA SHARE Network Access Points Toolkit MEASURING OUTCOMES
What tool(s) will our SHARE Network use to measure the following at Access Points? Customers served* First time, total First time, never been to a One-Stop Returning, total

Customers referred to the WorkOne Center* (see also: MEASURING REFERRALS) For pre-screening on a particular job opening For eligibility determination For other assistance

Customers referred to other human services* (see also: MEASURING REFERRALS) Provided by the FBCO hosting the Access Point Provided by other SHARE Network members Provided by others not in SHARE Network

What other ways do I want to measure the success of my Access Points? Examples include customer satisfaction surveys, changes in the job search skills of their customers, specific demographics served, etc.

*required

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INDIANA SHARE Network Access Points Toolkit MEASURING REFERRALS
Access Points should always use the Resource Directory as logged-in Members. This is the only way you – and they - can get credit for the great work they do in referring customers to the WorkOne Center, to other services, and for the in-kind services they provide jobseekers. So, it is critical to train your Access Points thoroughly in the use of the Resource Directory. Let’s review: Have them register as Members. During the registration process they will be asked to check which category describes them: They should check “Access Point” (other categories are “College, Community College, Government,” etc.) Walk them through the use of the referral feature. Have them practice referring a sample customer to you (this way you get the referral emails and will know they were practice sessions rather than real referrals). Also, have them practice referring a customer back to their own Access Point for any in-kind services they provide the customer, such as food pantry, utility assistance, or transportation. By registering and using the Resource Directory this way, your State project manager can track the effectiveness of your Access Points as partners in the WorkOne system. Make sure you promptly approve your Access Points’ applications for Membership in the Resource Directory. Follow up a week or so later with a phone call reminding them to log-in for credit each time they help their customers, and ask if they have any questions. By this time you should be able to tell them they have been approved as members and are listed in the Resource Directory. When and where will I sit with my Access Points to help them register on the Resource Directory and train them in its use?

When will I schedule my follow-up reminder call to them?

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INDIANA SHARE Network Access Points Toolkit
TIMELINE

BY: 4/16/2007

Task to complete Open Access Points (Statewide deadline) X minus 1-5 Trainees do their jobdays shadowing X minus 1-2 Training Session 3 weeks X minus 2-3 Training Session 2 wks X minus 3-4 Training Session 1 (TS1) weeks TS1 minus Make phone calls re: 1day Training Session 1, to confirm personal attendance and participation TS1 minus Make a note to yourself to 1 week make phone calls next week, on the day before Training Session 1, to confirm TS1 minus Make a note to send out 2 wks emails next week, one week before TR#1, to request confirmation they’ll attend TS1 minus Issue formal invitations to 3 wks your Access Points three weeks before Training Session 1, to all three training sessions TS1 minus Invite co6 weeks trainers/presenters and commit schedule of trainings TS1 minus Complete detailed plans for 6-8 weeks your Access Points curricula - 15 -

My date

Comments

Appendix

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SHARE Network Access Points Toolkit RESOURCE LIBRARY Here are some recommended Resource Library items for Access Points:
Title 100+ Winning Answers to the Toughest Interview Questions American Heritage Dictionary America's Top Jobs For People Without A 4-Year Degree Barrier Breaking Resumes Blue Collar Resumes Cyberspace Job Search Kit Cyberspace Resume Kit Do What You Are Dynamite Resumes Edge, Resume & Job Search, The Enhanced Occupational Outlook Handbook Gallery Of Best Cover Letters Getting The Job You Really Want Great Careers in 2 Years: The Associate Degree Option Haldane's Best Answers to Tough Interview Questions Health-Care Careers For the 21st Century No One Is Unemployable O*Net Occupational Outlook Handbook Quick Resume & Cover Letter Book Resumes that Knock 'Em Dead Rogets International Thesaurus What Color Is Your Parachute?

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SHARE Network Access Points Toolkit CUSTOMER SERVICE TRAINING Here is content from a document developed by the Minnesota Department of Employment and Economic Development to train its frontline staff in how to help jobseekers entering the Resource Area of the One-Stop. What parts of this will help you in training your Access Points? Resource Area Customer Service Protocol
This protocol was developed to simplify and clarify the process of assisting customers effectively in the Resource Area. Each step should be addressed for every customer in the Resource Area: Greet the Customer, Assess Needs and Expectations with Customer, Take Action on Expressed Need, Confirm Customers Needs Were Met. There are many differences among the Systems Resource Areas, so the method or means of how each step is met will differ depending on available staff, staff’s expertise, customer’s computer comfort level, the specific needs or interests of the customer, etc. Bolded statements are possible variations, not required script. Staff should find the language that serves the function of each step effectively for them. I. Greet the Customer "Welcome to the WorkForce Center. Have you been here before?" "Yes." - Direct customer to the person or resource they would like to access. " No." - Proceed to Needs Assessment If staff cannot help a customer immediately, it is important to acknowledge their presence, and wherever possible, get them started on an activity, then let them know you will help as soon as you can. "Have you been here before?" If so, and they know what they want to pursue, invite them to. If not, give them a paper and pencil checklist of services, or log them into the Customer Assessment, call for back-up support if available, and again, let them know you will help as soon as you can. II. Assess Needs and Confirm Expectations with Customer Listen. Reflect back your understanding of their request and confirm it with customer. "It sounds like you want to find a job as soon as possible. We have a few different ways to find out about job openings. Does that sound like what you are after?" If appropriate, offer a brief explanation of services and resources, including clarification/reality-check if customer has unrealistic expectations. 16

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"Let me tell you something about our services and find out what fits your needs today.
   

Short verbal description Mini-tour or point out areas of interest within Resource Area Assessment on web (Answers to Your Job Search and Career Planning Questions link www.mnwfc.org/resources/intro.htm) Paper checklist of services (Northeast MN uses)

Include informative statements to explore eligibility for targeted programs, such as, "There may be additional services available for those who are receiving public assistance and seeking work, those who’ve been laid off from a job recently, or for those who have a disability that interferes with your ability to find or keep a job." III. Take Action on Expressed Need Job Search - "I can help you get started on the process. Let me know if I can help you if you have questions later on."
    

Assist customer to begin registration with MJB Walk through job search process (identify goal, develop resume and cover letter, identify leads, contact leads (e-mail or network), interview process Offer help with resume development (computer, books) Identify workshops and services If person needs more help or assistance than you are able to provide at the time, offer to set an appointment when it can be scheduled

Career Planning - "I can help you get started on the process. Let me know if I can help you if you have questions later on."
  

Identify workshops, services, print and computer resources Assist customer to begin use of career development tools, such as Choices, ISEEK Walk customer through career planning process (identify skills and interests, research occupation, determine career goal, identify training needed)

IV. Confirm Customer’s Needs Were Met Confirm with customer who is working independently that things are progressing. "Are things going okay?" If feasible, ask customer as s/he is leaving if needs were met, or if additional material or information would be of help. Invite customer to return in future. "Did you find what you need? Is there anything else I can help you with today?"

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INDIANA SHARE Network Access Points CUSTOMER OUTCOMES Access Point: _________________________________________________ Your Name (Volunteer): _________________________________________ Today’s Date: _______________________ Please ask each customer these questions at the beginning of your service (check the column that best represents their answer, in your opinion): How comfortable are you about:
Using a computer to look for a job? Filling out a job application? Writing a resume? Going on a job interview?

Not at all

Somewhat

Fairly

Very comfortable

At the end of each session, ask the customer the same questions: How comfortable are you about: Not at Somewhat Fairly Very all comfortable
Using a computer to look for a job? Filling out a job application? Writing a resume? Going on a job interview?

Now measure the change (outcome) for this customer from today’s session: Change (outcome) regarding: No None Up 1 Up 2 change needed column columns
Using a computer to look for a job Filling out a job application Writing a resume Going on a job interview

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SHARE Network Access Points Training FOLLOW-UP TRAINING EXAMPLE

Barriers & Breakthroughs: Helping people navigate the system
Agenda 2-5 pm Thursday, 8/23/2007 Cocoa Community College, Student Union B-3 1215 Clearlake Road, Cocoa 2 pm 2:10 pm Introductions Ellen Simonsen, Cocoa County Public Health Department: Free health care options for jobseekers Cynthia Conlin, Cocoa One-Stop: SHARE Network Measurable Outcomes Cheryl Manganson and Toni Pepito, Salvation Army Domestic Violence Program: Domestic Violence and Employment Issues Don Respitess, North Cocoa Mini-One-Stop and Pastor Mose Smithton, Chaplain, Cocoa County Jail: Serving ex-offender jobseekers Adjournment

2:30 pm

3 pm

4 pm

5 pm

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SHARE Network Access Points Training SAMPLE PRE-TEST

Barriers & Breakthroughs: Helping people navigate the system
Pre-Test
The following information is requested in order to assess your current knowledge (baseline) about the topics we will discuss today. Later, we will ask some of the same questions, and maybe a few others, to tell if we are doing a good job of helping you improve your knowledge and skills. Thank you for your cooperation. Please pick the answer that best represents your current knowledge of the topic: 1) The _________________ Public Health Department offers the following free services: True False Unsure a. HIV testing ____ _____ ____ b. Drug testing for employment ____ _____ ____ c. Pregnancy testing ____ _____ ____ d. Prenatal care ____ _____ ____ e. Prescription drugs ____ _____ ____ f. Nothing is free unless you’re ____ _____ ____ on Medicaid or Medicare. The best way to measure the outcomes of our Access Point is to (please circle one): a. Ask customers to tell me how they like it. b. Have every customer fill out a customer satisfaction form. c. Collect baseline information and then measure changes. d. Count how many grants we apply for, and compare to how many we get. In my opinion, domestic violence (please circle one): a. Damages the victim who is beaten but no one else. b. Is tragic but not particularly related to workforce issues. c. Affects thousands of men, women, children and workplaces in our community every year. d. Is primarily a women’s issue. When someone comes in looking for work and they have a criminal record, I: a. Tell them to go to the full service One Stop for help. b. Advise them to get two, low-paying jobs because they probably won’t find any high paying ones. c. Send them out on any jobs I can find, and hope no one asks about it. d. Never really know what to do to help them find work.

2)

3)

4)

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SHARE Network Access Points Training SAMPLE POST-TEST

Barriers & Break-throughs Helping people navigate the system
Post-Test
Now that you’ve had some training in today’s topic areas, let’s evaluate how well we helped improve your knowledge and skills. Please pick the answer that best represents your current knowledge of the topic:
5) The ________________ Health Department offers the following free services: True False Unsure a. HIV testing ____ _____ ____ b. Drug testing for employment ____ _____ ____ c. Pregnancy testing ____ _____ ____ d. Prenatal care ____ _____ ____ e. Prescription drugs ____ _____ ____ f. Nothing is free unless you’re ____ _____ ____ on Medicaid or Medicare. The best way to measure the outcomes of our Access Point is to (please circle one): a. Ask customers to tell me how they like it. b. Have every customer fill out a customer satisfaction form. c. Collect baseline information and then measure changes. d. Count how many grants we apply for, and compare to how many we get. In my opinion, domestic violence (please circle one): a. Damages the victim who is beaten but no one else. b. Is tragic but not particularly related to workforce issues. c. Affects thousands of men, women, children and workplaces every year. d. Is primarily a women’s issue. When someone comes in looking for work and they have a criminal record, I: a. Tell them to go to the full service One Stop for help. b. Advise them to get two, low-paying jobs because they probably won’t find any high paying ones. c. Send them out on any jobs I can find, and hope no one asks about it. d. Never really know what to do to help them find work.

6)

7)

8)

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INDIANA SHARE Network Access Points

Training Evaluation
Training Location _______________________ Today’s Date _______________________

Please rate your responses to the following:
Strongly agree Agree Neutral Disagree Strongly disagree

Today’s training was relevant to my work. The main instructor was a skilled presenter. Other presenters [if any] were knowledgeable. Information provided was helpful. Training was conducted professionally. Instruction materials and handouts were useful. I will look forward to the next SHARE Network training.

What did you like best about today’s training? _________________________________________________________________ _________________________________________________________________ ______________________________________________________________ What did you dislike most about today’s training? _________________________________________________________________ _________________________________________________________________ ______________________________________________________________ What one thing you learned today will be most useful to you? _________________________________________________________________ _________________________________________________________________ ______________________________________________________________ Describe one new thing you learned today that you will put into action at your SHARE Network Access Point. _________________________________________________________________ _________________________________________________________________ _________________________________________________________________

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SHARE Network Access Points Toolkit SAMPLE RELEASE FORM
Be sure to collect success stories from your Access Points regularly. Train them to use a release form like the one below, adapted from the Centralina Workforce Development Board in North Carolina, so their successful customers can be recognized in the Access Points’ publicity as well as your One-Stop system.

Release Form
The Centralina Workforce Development Board (“the Board”) regularly reproduces photographs and videos of individuals in its publications, promotional materials and marketing materials and on its website (www.centralinaworks.com) in order to promote the activities of the Board. The Board would like to be able to use and reproduce one or more photographs of you and any comments during interviews for this purpose and is seeking your consent to do so. If you agree to us using your photograph/s and statements in this way without compensation, please sign below where indicated. ---------------------------------------------------------------------------------------------------------I agree to allow the Centralina Workforce Development Board and the North Carolina Department of Commerce to use my image and statements in the manner described. In addition, I grant my permission to:  alter the same without restriction for use in any manner or medium.  use my first and last name with my picture and/or comments.

Signature: Name: (printed) Date:

________________________________________________ ________________________________________________ _________________________________________________

-----------------------------------------------------------------------------------------------------------

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Memorandum of Understanding For Indiana SHARE Network
This agreement describes the mutual understanding between [Local workforce entity], [address], hereinafter referred to as “The Board” and [faith-based or community-based organization], [address], hereinafter referred to as “The Access Point”, for the purpose of helping unemployed and underemployed people receive job-search services under the Indiana SHARE Network. This agreement shall begin on [Date] and end on [Date}, is renewable annually, and may be modified or terminated at any time by written agreement by both parties. The Board agrees to provide The Access Point with: 1. [Computer?]. 2. [Computer?]. 3. [Internet cost reimbursement or donation?]. 4. [Resource library materials?]. 5. [Up to 15 hours of training for the SNAP volunteers/staff to help jobseekers]. 6. Personal connections to [WorkOne Center] management, staff, and key partners. The Access Point agrees to provide The Board with: 1. Host a publicly accessible SHARE Network Access Point consisting of a computer with Internet access and a Board-trained operator. 2. Helping jobseekers at least [xx] hours per week. 3. Provide a volunteer or staff person to assist jobseekers at the Access Point. 4. Publicizing your jobseeker services to your community. 5. Sending an operator to at least [xx] hours of initial training. 6. Participating in optional training opportunities offered by The Board. 7. Submitting [what reports, forms, how often, where] to document activities. The Access Point assures that it will take reasonable precautions to ensure hardware, software, and/or other resources remain secure and in good repair; and understands that The Board is not responsible for repair or replacement of Access Point resources. The Access Point agrees to abide by federal, state and local laws, particularly those ensuring non-religious use, religious liberty, equal protection, and non-discrimination. _________________________________ (Signature for The Board) _________________________________ Typed name _________________________________ Date ______________________________ (Signature for The Access Point) ______________________________ Typed name ______________________________ Date

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SHARE Network Indiana Sharing How Awareness of Resources Empowers! Measurable Goals and Outcomes Data Item 1. Number of new faith-based and community-based organizations engaged as Access Points within 1 year. 2. Number of individuals trained as Access Point operators. How to set goals for this data Goal was set by Team Member consensus, during the final day of SHARE Network training. Goal is 2 per SHARE Network Access Point. How to measure outcomes of this data Track the name, address, phone, email and key contact name for each SHARE Network Access Point. Baseline and report quarterly. Team Members should provide names of the individuals they train initially at each Access Point; review quarterly and note any attrition and/or new names trained. Customer sign-in sheets; Team Members report the baseline month, and quarterly. State project lead can get this per Access Point from the SHARE Network Resource Directory, provided the Access Point is logged in when referring; report quarterly. State project lead can get this per Access Point from the SHARE Network Resource Directory, provided the Access Point is logged in when referring; report quarterly. State project lead can get this per Access Point from the SHARE Network Resource Directory, provided the Access Point is logged in when self-referring for the services provided; report quarterly.

3. Number of customers served (core services) by category (first-time here, new to the One-Stop system, returning) 4. Number of referrals to One-Stop for additional services.

Team Members count the customers served in the first month of operation; help each Access Point set SMART goals for next quarter. To primarily improve self-directed job search, set smaller goal here. To primarily increase customer enrollment in One-Stop programs, set a higher goal here. Goals need not be set for this, but Team Members train Access Points to track this as indicator of community needs. Minimal goal: 1 job search per customer! State/local leaders have option to add goals for resume creation, job readiness, job search skill improvement, etc.

5. Number of other services provided (outside the One-Stop system).

6. Type(s) of services provided (resume writing, job search).

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