Avia Employment Services Richmond Annual Report April 1, 2012 to March 31, 2013

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1 Avia Employment Services Richmond Annual Report April 1, 2012 to March 31, 2013 Avia Employment Services Annual Report Richmond Contract # 14

2 On April 1, 2012 Avia Employment Services (WorkBC), a division of Back in Motion Rehab Inc., opened its doors to deliver services under the provinces new one-stop employment model. Under this model, a Self-Serve component serves those more independent in their job search and/or who prefer to access services remotely. Participants can also receive services from Case Managers, who understand Participants unique needs and are able to deliver specialized, individualized services. It has been an exciting first year at Avia and we look forward to sharing some of our milestones with you through this report! In this Report How Participants Access Services... 1 Demographics... 2 Service Efficiency... 3 Outcomes... 4 Stakeholder Satisfaction... 5 Participant Satisfaction... 6 Celebrating Success... 7 Avia Employment Services Annual Report Richmond Contract # 14

3 How Participants Access Services Participants, both Case Managed and Self-Serve, access Avia services through a number of ways. The following describes how Participants heard about Avia and through what channel they accessed services: How did you hear about us? (The top ways Participants learned about our services) Total ESC *Visits in 12,353 Purpose of Visit (i.e. type of services Participants accessed) **Self-Serve Remote Visits (Aug 17/12 to March 31, 2013) 3,759 Participants who registered for Self-Serve independently (i.e. not referred by an external service) 2,854 Community Organization 38.2% Other 16.6% Human Resource Centre 15.5% Friend/Family 14.1% Attend a Workshop N=4,928 Use the Resource Room N=4,217 Meet with Staff N=2,902 Meet with an Employer N=306 Participants who indicated they learned about Avia from Other sources (N=128), include, but are not limited to, Employer Interview, Youth Agency, Participant works in the field, Online Searches, Advertisements/Radio, Doctor s Office, and Facebook. ***Out of area registrants 94 (of 2,854) or 3.3% *A visit is one instance of a Participant attending the Employment Service Centre (ESC), or logging into their Unique Portal from a non-esc location. Visits can occur several times for one Participant. A Registrant (or registered) is considered the first Visit of a Participant when the Participant first accesses the ESC. **Self-Serve Remote Visits are visits where Participants have logged on to their unique Avia Profile from a location outside of the ESC such as their home, a library or a mobile device or tablet. ***Out of area registrants are persons who registered for self-serve services but who live outside of the Richmond catchment area. These persons are queued to Reception for further support. More about how Participants access services? Remote Registrants are participants who access self-serve services from outside the ESC such as from home or the library. In, 5.1% (N=146) of Participants created their Self-Serve profiles remotely. Avia Employment Services Annual Report Richmond Contract # 14 Page 1

4 Demographics The following demographics are based on Case Managed Participants who joined services between April 1, 2012 and March 31, 2013: Number Served 1,308 Male : Female Ratio 1 : 0.94 % of Participants who accessed services in the city they live in* 97.9% Average Age at beginning of Service Delivery Average Age by Gender Age range (youngest to oldest) Of those served, Participants identify with 1 or more of the following populations (in percentages): 42 Years Male = 42 / Female= Immigrants 39.9% General Population 38.4% Persons with Disability 10.5% Multi-Barriered 6.9% *Participants who generally access services outside the city they live in are accessing services where they are attending an Apprenticeship program Who we serve: Respect shown to facility users and from staff to fellow coworkers reduces my stress of looking for work!!! Thank you. Dear Avia, Thank you so much for the gathering and instruction! I learned and am ready to take the next action. Participants self-disclose the population they identify themselves to be part of. Populations include: Aboriginal, General Population, Immigrant, Multi-Barriered, Person with Disability, Survivor of Violence/Abuse, Youth (age 15-30), Francophone, Rural/Remote. In Richmond, 13.6% of those who identify with a specialized population identify with at least 2 or more specialized populations. Participants who successfully gained employment, and subsequently had their program file closed, reported the following employment status at commencement of Case Managed services: Unemployed 78.1% Working Less than 20 Hours per week 9.6% None of the above (e.g. Employed) 5.5% Convention Refugee 2.7% Attending/Registered for Post-Secondary 1.4% Employed and eligible to apply for PR status from inside Canada 1.4% Unemployed Refugee able to work in Canada, pending IRB decision 1.4% Avia Employment Services Annual Report Richmond Contract # 14 Page 2

5 Service Efficiency Delivering services efficiently ensures that Participants do not encounter long wait times to receive services and that they can smoothly transition into preparing and looking for work. Thus, an important Avia Employment Services goal is to provide services to Case Managed Participants in a timely manner. The following measures demonstrate the level of efficiency in delivering services based on Participants who began services in : *Inquiry to Acceptance (occurs in 10 business days) Acceptance to MDNA Complete (occurs in 10 business days) MDNA to Action Plan Complete (occurs in 10 business days) 59.6% 96.8% 91.4% I am very pleased with how I was treated here. The staff is always willing to help and give advice. [The staff person] admitted she was "new", but she had all the answers to my questions! Thanks! *It should be noted that Inquiry to Acceptance data included Participants who accessed Self-Serve services for a period of time prior to moving into Case Managed Services. Therefore the length of time from Inquiry to Acceptance is skewed. More on service timelines: On average, Participants who began services in 2012 spent 49.4 days in the program before gaining employment. The average length of time Participants spend in the program from Program start to file closure is days. These service efficiency measures allow Centre Managers to implement quality improvement strategies to reduce barriers to Participants accessing services. Avia Employment Services Annual Report Richmond Contract # 14 Page 3

6 Outcomes The outcome goal for the Avia Employment Program is for Participants to secure labour market attachment in the form of paid or volunteer employment. The following information summarizes employment outcomes of participants who achieved their employment related goals between April 1, 2012 and March 31, 2013: Number of Employment Placements 374 Percentage of Placements that are aligned with the participants experience or training 53.6% This is a "one stop shop" for information on job search and available tools and resources. Average Wage of Participants who gained Employment $15.37 (N=121) Hourly Wage Range $ $51.28/hour The top 5 sectors Participants achieved employment in include: Employment Sector All people here, the human resources or this employment services, are so nice, helpful, and knowledgeable. Thank you very much for everything! :) Other 25.0% Retail 12.8% Manufacturing 8.7% Tourism/Hospitality 8.7% Logistics/Warehousing 6.4% Very good service. Nice people. Treated us very well. Very resourceful and helpful. What is interesting about this? While the majority of Participants find employment in an area unrelated to the field they previously worked in, still a large portion of Employed Participants are using the skills and experience they gained in other jobs they have previously had. Avia Employment Services Annual Report Richmond Contract # 14 Page 4

7 Stakeholder Satisfaction To better serve the Communities we work closely with throughout the year, we survey Employers and Community Organizations who we worked with in the past year. In, the survey was a joint effort across all Back in Motion Employment Services Programs as programs work collaboratively to raise awareness about services and assist Employers with their individual employment needs. We surveyed 407 Employers and Community Organizations who used our services, we established a relationship with, and/or marketed our services to in the past year. Of those we surveyed, only 6 persons responded. Those 6 respondents were from Employers and Community Organizations who we worked closely with and who used one or more of the following services: Used our wage subsidy program Were introduced to potential job candidates Received and reviewed resume of potential candidates Interviewed candidates for potential job opportunities Provided feedback on Participants skills and abilities Provided feedback on Participants employment readiness As part of our 2013 quality improvement strategy, we will look at new ways of soliciting feedback from our stakeholders such as through focus groups. This will enable us to gain a comprehensive understanding of Employers and Community Organizations who use our services. As a small business, we need all the help we can get, and the Wage Subsidy program is a great advantage for us, to get trainable employees who we feel can be useful in the continuing growth of our business, and at the same time have their wage subsidized to assist in covering the training costs incurred. Back in Motion and our organization have worked together on several occasions to find motivated employees. When a qualified candidate is found, Back in Motion provides rapid service to ensure the candidate is hired as soon as possible so that both the employee and our organization become productive. We plan to have a long working relationship with Back in Motion. Avia Employment Services Annual Report Richmond Contract # 14 Page 5

8 Participant Satisfaction To better serve our Program Participants, we solicit feedback on an ongoing basis. We use these results from the questionnaires to make services more accessible to Participants. Here is what Participants said in : Average Satisfaction Score 95.3% % who would recommend us to a friend 100% On a monthly basis, Participant written comments are reviewed, marked for follow-up as necessary and disseminated to Centre Managers who will either meet with the Participant to learn more, or address service gaps within the centre. On an annual basis, all progress with comments is reviewed and progress and outcomes are reported as part of our accessibility to services initiative. Improving our Services Feedback is provided from both Case Managed and Self-Serve Participants. Participants provide feedback on an ongoing basis when they have comments to share. Although voluntary response rates in were low (N=122), rates increased 161% from program start to the end of first year. Centre Managers continue to implement strategies to improve the number of responses from Participants. I really enjoyed my experience here and found staff to be very helpful. I'd like you to know how I very much appreciate your staff in helping me! Avia Employment Services Annual Report Richmond Contract # 14 Page 6

9 Celebrating Success On an ongoing basis, the Centre collects stories of success that have occurred throughout the year. Below are a few examples of Participant and Employer successes: Success Story #1 Employer Nannies on Call My name is Jennifer Kelly, Nanny Recruiter and HR Manager for Nannies on Call. We are a Canadian Nanny agency that provides on call and placement services to our clients. As the company is expanding, we are always looking for different ways to recruit extraordinary nannies and get our name out in the community. Elaine Yeh got in touch with Nannies on Call and opened their doors to connect with their job seeking clients. In January, through the employer forum hosted by Richmond WorkBC Centre, we were able to present to a group of job seekers interested in working in the field. We were able to promote our company to local job seekers, at the same time, conduct on-site interviews of potential candidates. Elaine Yeh and the staff at Richmond was a great help in providing Nannies on Call a platform to meet with local job seekers. They were able to help arrange the opportunity for job seekers to learn more about Nannies on Call and assist with our recruiting efforts. The experience at Richmond Avia is great and we would definitely be interested in participating in another employer forum at other Avia locations. It is great when employers and employment service centers can work together to create solutions. Thank you to all the staff at Richmond and we look forward to the partnership with Avia Employment Services. Success Story #2 Employer Drake International Avia Employment Services has gone above and beyond in assisting our recruiting needs. As an agency based in downtown Vancouver, it is often challenging to get candidates to our office for interviews. We have used four of the Avia s offices in the Lower Mainland to better serve our candidates. The rooms are always prepped for our use and the staff are friendly and professional. We will definitely continue our partnership with Avia. Avia Employment Services Annual Report Richmond Contract # 14 Page 7

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