Strategies and Practices for Effectively Serving All One-Stop Customers: A Framework for Systems Change
The 'Framework' is designed to assist personnel and leaders in One-Stop Centers and other organizations in the workforce investment system to respond to the needs of an increasingly complex employer and job seeker customer base. It describes universal strategies and specific practices that have been used successfully in workforce investment organizations to bring about systems change and to enhance employment opportunities for all job seekers.
For Policy Analysts and Leaders: the Framework is based on a detailed review of Department of Labor regulations. Footnotes with the framework will take you to the citations behind the framework.
The 'Framework' can be downloaded as a single document, or accessed by sections:
Click on the links below for detailed information on each section.
An overview of the 'Framework', along with tips for how best to put it to use in state and local systems
- Outreach and Marketing
The diversity of the One-StopÕs customer base is first established by the strategies used to market One-Stop services and outreach to the community. This section identifies specific strategies and practices relating to outreach and marketing to the diverse population that One-Stops and other Workforce Investment organizations serve.
- Registration and Orientation
Intake/registration and orientation functions ensure that everyone who enters the facilities of the workforce investment system feels welcome and is introduced to the range of services available to them. This section identifies specific strategies and practices relating to intake/registration and orientation that One-Stop Centers and other organizations in the workforce investment system have found useful and successful.
- Screening and Assessment
The screening and assessment functions are intended to increase the likelihood that individual customers receive necessary and appropriate services and supports that will enable them to achieve successful employment outcomes. This section related successful methods for providing informed and inclusive assessments that assist customers in attaining various services and, ultimately, their employment goals.
- Service Coordination
This section explores the means by which various systems can better collaborate and coordinate their efforts, in their attempts to found a truly seamless workforce investment system. These best practices include explorations of operational collaboration among partners and joint staff planning.
- Service Delivery
This section identifies specific examples of service delivery strategies and practices that One-Stop Centers and other organizations in the workforce investment system have found useful in serving a wide array of customers, including individuals with multiple barriers to employment. These examples include service delivery strategies and practices relating to funding services, maintaining a provider network (adequacy and payment), and Core, Intensive and Training Services.
- Employer Marketing and Services
One-Stop Centers and other organizations in the workforce investment system report that they have achieved success when their business service teams use a variety of approaches to ensure a good fit for both employers and job seekers. This section explores a variety of successful methods.
- Capacity Building and Staff Training
Staff members need ongoing training to continually develop their skills and to have updated information about how to meet the needs of job seekers and employers. This section explores specific examples of practices related to capacity building and staff training.
- Operations and Management
This section identifies examples of effective strategies relating to the operation and management of One-Stop Centers and partners, including site selection and transportation, strategic planning, developing performance measures for outcomes and customer satisfaction, and ensuring continuous quality improvement.
- Appendix A: Description of Rules Relating to Disability-Related Information
Before asking questions that may lead to disclosure of medical or disability-related information, staff of One-Stop Centers and other organizations in the workforce investment system must provide customers, applicants, and employees with specific information concerning disclosure of disability, and confidentiality and privacy with respect to such disclosure.
- Appendix B: Segregation of People with Disabilities
This Appendix explains the history of, and the reasons underlying current legal requirements relating to, segregation of (providing separate services for) people with disabilities.
Links to the text of legislation on the U.S. Department of Labor website.