Establishing Quality-Oriented One-Stop Services

Beth A. BrinlyKY Department of

Workforce InvestmentBeth.Brinly@ky.gov

Topics

Branding and Identity One-Stop Certification Workforce Development Academy Partner for Success Case Management Sector Strategy UI Customer Service Plan High Performing WIBs

Branding and Identity

Understanding the Customer Journey Creating a Unified Brand Transforming the Brand Experience Delivering a Brand Promise that Puts the

Customer First

One-Stop Certification

Transformational Process Standards and Measures

– Employer Services– Job Seeker Services– Service Management

Implementation Strategy– Self Assessment– One-Stop Plan– Technical Assistance Resources

Workforce Development Academy

Develop a Needs Assessment Identify competencies required for all levels

of the workforce system partners Create a comprehensive professional

development strategy Construct the Instructional Design Conduct Pilot Training Provide Train-the-Trainer Component

Partner for Success

Strengthen Collaboration among Department Offices

Create Buy-in of Regional Management Partner for Success Workshop Identify and Develop Policy Framework Develop the Vision Document Conduct Regional Institutes Build One-Stop Transformation Plans

Case Management

Create Steering Committee Develop New Structure for Case

Management Generate State Policy Build a Technological Platform to Support It Provide Training Evaluate and Modify

Sector Strategy

Identification of State Sectors Conduct Sector Institute Create a Sector Strategy Tool Kit and

Website Establish Regional Sectors Develop Industry Partnerships Fine Tune One-Stop Operations and

Business Services to Support Sectors

UI Customer Service Plan

Direct Deposit Withholdings Online Eligibility Review Process Help Desk Support Staff Training Business Services Evaluation Automate Processes

High Performing WIBs

Set Clear Strategic Direction Grow Strong and Engaged Boards Manage Assets Efficiently and Effectively Roll-Out Strategy

– Baseline Year– Learning Year– Performance Year

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