integrated services delivery frontline functions the learning map
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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
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