NWD WIOA Services (Final Draft: 10/2/15) Philadelphia Works. No Wrong Door for Integrated, Quality Service Delivery. Bricks, Clicks, and Connect

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1 Philadelphia Works No Wrong Door for Integrated, Quality Service Delivery Bricks, Clicks, and Connect Workforce Innovation and Opportunity Act (WIOA) Services Operations Procedures Manual Table of Contents Preface: The WIOA Services Program Infrastructure Within the No Wrong Door System.. page 6 1. The WIOA Services Program: One Program Partner in the PA CareerLink Center 2. Customer Flow from Universal Welcome and Skills+Employment Services to WIOA Services 3. Connectivity of the WIOA Services Team to Other No Wrong Door Service Teams 4. The WIOA Services Team and Staff Responsibilities 5. WIOA Services Performance Goals and Success Indicators Preface Exhibits..... page 11 Exhibit 1: Center Organizational Chart and Staffing Exhibit 2: Center-Wide Integrated Services Delivery Customer Flow Chart Exhibit 3: Product Box Services Available to WIOA Customers Exhibit 4: Connectivity of WIOA Services Team to Other Service Teams 1

2 WIOA Services Procedures Table of Contents I. The WIOA Services Customer Flow Chart page 17 II. Welcome to the PA CareerLink Center (Orientation) to WIOA Registration Process Steps...page 18 A. Welcome to PA CareerLink Center and WIOA Service Orientation and Overview (Process Step 1) B Interested Customers Meet with Workforce Advisor at End of Orientation (Process Step 2) C. Meeting with the Workforce Advisor to Determine Eligibility for WIOA Individualized Career Services (Process Step 3) D. Initial Assessment of the Current Need for and Ability to Benefit from WIOA Individualized Career Services E. Customer s Commitment and Partnership Agreement F. Dual Enrollment of Trade Act Customers Into the WIOA Dislocated Worker Program G. Literacy Liaison: Referrals from myplace (Adult Literacy Services) H. Determining Customer Priority to Receive WIOA Individualized Career Services and WIOA Training Services I. Register in WIOA for Individualized Career Services (Process Step 4) J. Data Entry, Case Notes, and Participant File Requirements III. WIOA Registration to Initiating WIOA Individualized Career Services Process Steps.. page 29 A. Meet with Workforce Advisor for Comprehensive Assessment and Career Counseling (Process Step 5) B. Developing the Individual Employment Plan 2

3 C. Identifying the Customer Services for Next Steps D. Data Entry, Case Notes, and Participant File Requirements IV. Individualized Career Services to Entered Employment Process Steps.. page 36 A. Developing the Job Finding Action Plan (Process Step 6) B. Recommending, Promoting, and Scheduling Supported, Structured Job Finding Services for Continuous Engagement C. Required Customer Contacts with Tangible, Staff-Assisted Service Delivery D. Referring Customers to the Integrated Job Development Team for Assistance in Providing Staff-Assisted Placement Services E. Data Entry, Case Notes, and Participant File Requirements V. Training Services Eligibility to Training Services Registration Process Steps.. page 45 A. Training for Employment Services: On-the-Job Training, Customized Training, and Individual Training Account (ITA) B. Determining Eligibility to Move to Training Services (Process Step 7.a) C. Priority for Veterans and Eligible Spouses for WIOA Training Services D. Priority Adult Customers for WIOA Training Services E. Administering the TABE, Interpreting Results, and Scheduling Next Steps F. Training Readiness Workshop for Potential ITA Customers (Process Step 7.b) G. Meeting with Workforce Advisor to Decide Whether to Register in ITA Training Services (Process Step 7.c) H. Data Entry, Case Notes, and Participant File Requirements VI. Procedures for Recruiting, Determining Eligibility, and Serving On-the-Job Training Participants..... page 57 A. On-the-Job Training Description and Flow Chart 3

4 B. Recruiting Candidates and Determining Eligibility for OJT C. Workforce Advisor and BSR Responsibilities During OJT Service Delivery VII. Customer Begins ITA Training to Employment Process Steps page 73 A. Customer Contact, Support, and Services While in ITA Training and at Graduation (Process Step 7.c.3) B. Supported, Structured Job Finding Services for Training-Related Employment (Process Step 8) C. Data Entry, Case Notes, and Participant File Requirements VIII. Entered Employment to Exit to Post-Exit, Follow-Up Services Available Process Steps... page 76 A. Entered Employment (Process Step 8) B. Exit (Process Step 9) C. Post-Exit Follow-Up Services Available (Process Step 10) D. Data Entry, Case Notes, and Participant File Requirements 4

5 Appendices: Appendix 1: Next Steps Information Package to Be Given to Potential WIOA Customers. page 80 Appendix 2: Customer s Commitment and Partnership Agreement.... page 86 Appendix 3: Job Finding Action Plan......page 87 Appendix 4: Philadelphia Works Adult Priority of Service Policy..page 91 Appendix 5: Priority of Service for Veterans and Eligible Spouses.... page 98 Appendix 6: Philadelphia Works Self-Sufficiency Policy page 101 Appendix 7 Philadelphia Works ITA Monitoring Policy... page 104 Appendix 8: Adult and Dislocated Worker Participant File Review Tool.... page 110 Appendix 9: Philadelphia Works Supportive Services Policy.... page 113 5

6 Preface: The WIOA Services Program Infrastructure Within the No Wrong Door System 1. The WIOA Services Program: One Program Partner in the PA CareerLink Center The Center has five teams supervised and functionally led by the Center Site Administrator: A. The Center-Wide Team: All staff located in the Center are on the Center-Wide Team. B. The Universal Services Team: This team is responsible for efficiently and effectively serving customers who enter the Center, initiating quality service delivery, providing a one-on-one welcome meeting, staffing the Career Resource Center, and connecting customers to universal products in the product box and partner programs. C. The EARN Program Team: This team is responsible for EARN services, helping customers overcome barriers to employment and enhancing their job finding and keeping skills, helping customers find and retain jobs, ensuring compliance with program requirements, and achieving the EARN Program performance standards and success indicators. D. The Integrated Job Development Team: This team works with the WIOA Services and EARN Teams and the Business Services Team to achieve the Integrated Job Development success indicators by identifying employment opportunities for specific WIOA and EARN customers, contacting employers to urge the hiring of those customers and facilitating the hiring process that results in entered employment. E. The WIOA Services Team: This team is responsible for providing structured, supported job finding services and training for employment services, determining eligibility for those services, and achieving the WIOA performance standards and success indicators. 6

7 (Reference Exhibit 1: Center Organizational Chart and Staffing ) 2. Customer Flow from the Universal Services Team to WIOA Services Team A. WIOA Services are provided to customers who are interested in and meet the eligibility requirements for these services. B. All new Center Customers will receive a one-on-one welcome to the Center which includes referral to the Welcome to the PA CareerLink Center service orientation for those customers who are interested in and potentially eligible for WIOA Structured, Supported Job Finding Services and Training for Employment Services. (For more detail, reference the Center-Wide Operations Procedures Manual and Exhibits 2 and 3 at the end of this Preface.) 3. Connectivity of the WIOA Services Team to Other Center and Cross-Center Service Teams Three Teams support the WIOA Services Team in delivering services to its customers and achieving its performance standards and success indicators: A. The Center s Integrated Job Development Team who works with WIOA Workforce Advisors to place WIOA customers into employment. B. The Cross-Center Community Engagement and Outreach Team that works with Workforce Advisors to reengage WIOA customers who are a risk of exiting without employment. C. The Cross-Center Service Enhancement Team that delivers workshops to help customers develop the skills to find and retain jobs and improve their skills to make them more competitive. (Reference Exhibit 4: Connectivity of WIOA Services to Other No Wrong Door Service Teams ) 4. The WIOA Services Team and Staff Responsibilities A. The Center s WIOA Services Team is composed of a Team Leader, Workforce Advisors, and a Quality Assurance and Data Specialist. B. The WIOA Services Team Leader is to: 7

8 (1) Support and champion the vision and implementation of the No Wrong Door service delivery design as specified in the standardized procedures manual and within applicable state and local policies (2) Supervise the WIOA Services Team members by directing their dayto-day work (3) Ensure and monitor the WIOA Services Team s compliance with program-specific regulations and requirements and provide ongoing coaching to improve the Team s individual and collective performance (4) Provide direct services to WIOA customers when needed to ensure prompt and effective services (including carrying a caseload, when applicable) (5) Achieve the performance outcomes and success indicators of the WIOA Services C. WIOA Workforce Advisors are to: (1) Provide excellent, prompt, and staff-assisted customer service to customers referred to and served by the WIOA Services program (2) Serve as the career counselor for assigned customers and meet the regulatory requirements for eligibility, participation, assessment, development and maintenance of the Individual Employment Plan, and accurate and timely data entry and case notes (3) Work with the Integrated Job Development Team and its Job Developers to transition customers to appropriate employment as quickly as possible (4) Recommend, promote, and schedule universal and specialized product box services for their customers on a continual basis (5) Contribute to meeting the performance outcomes and success indicators of the WIOA Services (6) The indicators of effectiveness in serving employers 8

9 (7) Any additional performance indicators that may be identified by the Commonwealth D. WIOA Quality Assurance and Data Specialist is to: (1) Work with the WIOA Workforce Advisors and Team Leader to ensure compliant, accurate, and timely entry of required program data (2) Provide technical assistance to team members in meeting data entry requirements (3) Review individual case records to ensure compliance and integrity (4) Analyze data for program trends and make continuous improvement suggestions to enhance performance outcomes 5. WIOA Services Performance Goals and Success Indicators: A. Achieve the established and contractual WIOA performance indicators: (1) Percentage of program participants who are in unsubsidized employment during the second quarter after exit from the program; (2) Percentage of program participants who are in unsubsidized employment during the fourth quarter after exit from the program; (3) Median earnings of program participants who are in unsubsidized employment during the second quarter after exit from the program; (4) Percentage of program participants who obtain a recognized postsecondary credential, or a secondary school diploma or its recognized equivalent during participation in or within 1 year after exit from the program; (5) Percentage of program participants who, during a program year, are in an education or training program that leads to a recognized postsecondary credential or employment and who are achieving measurable skill gains toward such a credential or employment B. Continuously improve performance on the success indicators leading to accomplishment of the WIOA Services performance goals: 9

10 (1) Number of newly registered (including target populations) for WIOA Individualized Career Services and Training Services (2) Percentage of customers receiving training services that enter training-related employment (3) Number of Staff-Assisted Placements in Employment (4) Timely and Accurate Data Entry 10

11 Preface Exhibit 1: Center Organizational Chart and Staffing Integrated Center Leadership Center Site Administrator (Supported by an Administrative Assistant) Universal Services Team Team Leader Greeters Workforce Advisors (Welcome and Skills+ Employment) Team Leader Serves as PREP Coordinator One Workforce Advisor Designated as Community Connections and the Learn and Earn Liaison (In Addition to Other Duties) WIOA Services Team Team Leader Workforce Advisors (WIOA) Quality Assurance and Data Specialist One Workforce Advisor Designated as The myplace Liaison (In Addition to Other Duties) Integrated Job Development Team Team Leader Job Developers EARN Program Team Team Leader Workforce Advisors (TANF) Life Skills Coach Instructors Community Service Worksite Developer Quality Assurance and Data Team Leader and Specialists Other Co-Located Partners - Disabled Veterans Outreach Program -Office of Vocational Rehabilitation - Trade WIOA Title II Adult Literacy - Others if Co-Located in the Center 11

12 NWD WIOA Services (Final Draft: 8/12/15) Preface Exhibit 2: Center-Wide Integrated Services Delivery Customer Flow Chart Front-Desk Greeting: All Center Customers First-Time Center Customers (Invited, Referred, Walk-in) Return Center Customers (Appointments, Workshops, Events, CRC) Initial JobGateway Registration One-on-One Welcome Meeting The Product Box: Universal, Basic Career Services Use CRC Resources and/or Attend Workshop and/or Participate in Center Event Option: Meet One-on-One with Skills+Employment Team and/or Option: Refer to Welcome to The PA CareerLink Center as First Step to Determine WIOA Eligibility WIOA Services and/or Meet One-on-One with Skills+Employment Team and/or Appointment With WIOA Workforce Advisor For Potential Eligibility for WIOA Services 12

13 Preface Exhibit 3: Product Box Services Available to WIOA Customers Center Welcome: - Greet and Thank for Coming - Initial JobGateway Registration and Profile - Initial Assessment and Initial Job Matching - Referrals to Partner Programs and CBOs - Opportunity to Meet with Skills+Employment Staff for Workforce Advice - Immediate Availability of Universal Services in Product Box - Next Steps: Promote, Recommend, Schedule First Universal Service/s Product Box: Universal, Basic Career Services (Available to All Center Customers) - Access to Career Resource Center with Staff Support, When Needed and Wanted - System, Center, and Program Intake and Orientation - Initial Assessment of Skill Levels, Aptitudes, Abilities, and Supportive Service Needs - Labor Market Information to Inform Job Search Strategy and Career Choice - Job Search and Placement Assistance - Job Matching for Job Leads and Staff-Assisted Job Referrals - Job Finding, Job Readiness, and Skill-Advancement for Employment Workshops - Invitation to Employer-Sponsored In-Center Recruitment Events - Information and Assistance in Filing Claims for Unemployment Compensation - Information on Performance and Cost of Workforce Investment Activities -Information on Supportive Services or Assistance - Assistance in Establishing Financial Aid Assistance for Training and Education - Referrals to and Appointments with Workforce System Partners and CBOs - Referral to Center Program Partners (Including WIOA Services) 13

14 Universal, Basic Career Services Please Note: - Universal Basic Career Services may be delivered virtually or at the Center or at a Partner location through group workshops. All self-services and workshops are defined as Basic Career Services and are available to all Center Customers. - These services do not require WIOA Title I registration or participation as a prelude to service receipt, since they are self-service or informational, require only minimal assistance from staff, and are not WIOA-defined Individualized Career Services. Product Box: WIOA-Funded Individualized Career Services Available after WIOA registration to WIOA participants (if determined to be appropriate in order for an individual to obtain or retain employment) - Career Counseling for Supported, Structured Job Finding and Training Services - Comprehensive and Specialized Assessments of Skill Levels - Individual Career Counseling - Individual Employment Plan Development and Support (Including Career Planning, Pathways, and Goals) - Structured Job Search - Job Development and Staff-Assisted Placement Services - Staff-Assisted, Individualized Skills Development Strategies (e.g., KeyTrain) - Work Experience and Internships Linked to Careers - Out-of-Area Job Search Assistance and Relocation Assistance - Individualized Financial Literacy Services - English Language Acquisition and Integrated Education and Training Programs - Workforce Preparation Activities (Provided by the WIOA Title II Program Partner) - Post-Employment and Post-Exit Follow-Up Services 14

15 WIOA-Funded Individualized Career Services Please Note: - When these Individualized Career Services are delivered by the WIOA Services Team and/or funded all or in-part by WIOA, customers must have been registered and made WIOA participant. - These services may only be provided to WIOA participants, if they are determined to be appropriate in order for an individual to obtain or retain employment. Product Box: WIOA-Funded Occupational Training Services Available to WIOA participants who after an interview, evaluation, or assessment, and career planning, have been determined to be eligible and appropriate for WIOA-funded training - Occupational Skills Training - On-the-Job Training - Customized Training - Pre-Apprenticeship and Registered Apprenticeship Programs -*includes work-based training, transitional jobs, and work experience WIOA-Funded Occupational Training Services Please Note: - All customers who receive any WIOA-funded training services must have been determined to be eligible for WIOA services, registered into WIOA, made a WIOA participant, assessed, completed an Individual Employment Plan, and found eligible for WIOA training services. 15

16 Preface Exhibit 4: Connectivity of the WIOA Services Team to Other Services and Service Teams Universal Center Services ( Universal Services Team : Welcome and Skills+Employment Functions) Welcome to the PA CareerLink Center Service Orientation (Delivered by Cross-Center Services Service Enhancement Team ) Cross-Center Services: Community Engagement and Outreach Team Contact and Offer Center Services to Reengage Customers Who Are At Risk of Exiting Without Employment Cross-Center Services: Service Enhancement Team Deliver Workshops to Help Customers Find Jobs and Improve Skills WIOA Services - Structured, Supported Job Finding Services - Training for Employment Services Integrated Job Development Team Work with Workforce Advisors to Place Customers Coordinate with the Business Services Team Cross-Center Services: Business Services Team Provide Services to Employers 16

17 NWD WIOA Services (Final Draft: 8/12/15) Chapter I: The WIOA Services Customer Flow Chart 1. Welcome to the PA CareerLink Center Service Orientation WIOA Structured, Supported Job Finding Services and Training for Employment Services 2. Interested Applicants Meet with Workforce Advisor at End of Orientation Workforce Advisor conducts initial assessment, details service expectations, describes eligibility and documentation, and, for customers who have interest, schedule next steps: CWDS JobGateway Registration and Meeting Date to Return with Required Documents 3. Meet with Workforce Advisor Determine Eligibility for WIOA Individualized Career Services with Commitment Agreement 4. Register in WIOA for Individualized Career Services Register, if Eligible Committed; If Not Eligible, Schedule Basic Career Services, Make Referrals 5. Meet with Workforce Advisor to Initiate Individualized Career Services Delivery Comprehensive Assessment; Develop IEP; Decide Initial Services; Schedule Next Services 6. Individualized Career Services: Supported, Structured Job Finding Monitor for Need for Training Services Continuously Engage: Promote and Schedule Ongoing, Basic Career Services and Individualized Career Services Case Management, Counseling, Referrals, Workshops, Resume Development, Job Matching, Job Development, Internships/WE 7.a. ITA Training Services: Training for Employment Services TABE/Determine Training Eligibility Not Eligible: Provide Individualized Career Services 7.b ITA Eligible: Readiness Workshop 7.c Register in ITA Training Services 7.d Supported, Structured Job Finding for Training-Related Employment 8. Entered Employment (Decide Whether to Continue to Provide Services) 9. Exit (No Services Received for 90 Days) 10. Post-Exit, Follow-Up Services Available (Retention and Advancement Services) 17

18 Chapter II: Welcome to PA CareerLink Center to WIOA Registration Process Steps A. Welcome to PA CareerLink Center and WIOA Service Orientation and Overview (Process Step 1) B Interested Customers Meet with Workforce Advisor at End of Orientation (Process Step 2) C. Meeting with the Workforce Advisor to Determine Eligibility for WIOA Individualized Career Services (Process Step 3) D. Initial Assessment of the Current Need for and Ability to Benefit from WIOA Individualized Career Services E. Customer s Commitment and Partnership Agreement F. Dual Enrollment of Trade Act Customers Into the WIOA Dislocated Worker Program G. Literacy Liaison: Referrals from myplace (Adult Literacy Services) H. Determining Customer Priority to Receive WIOA Individualized Career Services and WIOA Training Services I. Register in WIOA for Individualized Career Services (Process Step 4) J. Data Entry, Case Notes, and Participant File Requirements 1. Welcome to the PA CareerLink Center Service Orientation 2. Applicants Interested in WIOA Services, Meet with Workforce Advisor at End of Meeting 3. Meet with Workforce Advisor to Determine Eligibility for WIOA Individualized Career Services 4. Register in WIOA for Individualized Career Services 5. Meet with WIOA Workforce Advisor to Initiate Delivery of Individualized Career Services Delivery 18

19 A. Welcome to the PA CareerLink Center Service Orientation, WIOA Overview (Process Step 1) (1) The Welcome to the PA CareerLink Center group service orientation is the gateway to being considered for WIOA registration and participation for WIOA Individualized Career Services and WIOA Training Services. All center customers are urged to attend this session, especially those potentially interested in and/or may be in need of WIOA services, including: (a) (b) (c) Customers who meet with the Universal Services Team (Welcome and Skills+Employment) and are potentially interested WIOA Services Customers who inquire by phone or at the Center about WIOA-funded services, including Training Services Customers who are referred by community organizations and partners (2) Upon inquiry, customers will be informed of the next date and time for the Welcome to the PA CareerLink Center service orientation as the first step for potential WIOA program participation. (3) This service orientation includes an overview of all center services, including WIOA. The WIOA program will be described as services (not as a program) with two potential categories of services: (a) (b) Supported, Structured Job Finding Services Training for Employment Services (4) Those attending the service orientation who are potentially interested in either or both of these service categories will be invited to stay after the meeting to meet one-on-one with a WIOA Workforce Advisor to discuss next steps to be considered for WIOA registration. Customers may also schedule a specific date and time (within one week) to come back to meet with a WIOA Workforce Advisor to discuss the next steps. (5) Center staff (including welcome, CRC, workshop presenters, and co-located partners), while providing ongoing services to customers, will identify customers, who are potentially eligible for, interested in, and/or may be in need of WIOA services. If these customers have previously attended the service orientation meeting, these customers will be referred to a WIOA Workforce Advisor to schedule a meeting to move to Process Step 2 ( Meeting with the Workforce Advisor ). 19

20 B. Interested Customers Meet with Workforce Advisor at End of Orientation (Process Step 2) (1) During this meeting, the Workforce Advisor will: (a) (b) Introduce him/herself and thank the customer for being interested Give the customer the next steps information package (in Appendix 1) that: - Describes the two categories of services - Identifies the information and documentation needed to decide service eligibility - Stresses the commitments the customer will need to make to be eligible for these services (c) (d) (e) (f) (g) (h) Walk the customer through the package and requirements to ensure clarity of what is to be brought to the next meeting Answer customer questions as the package is reviewed Emphasize the commitments they will need to make as a critical part of determining eligibility for services Ensure they are registered in JobGateway and, if not, have them register before they leave the Center Refer them to community organizations and partner programs that may provide any needed services Ask if they have a High School Diploma or High School Equivalency; if not, the Workforce Advisor will: (i) (ii) (iii) Promote and strongly urge participation in the adult education and literacy services of the myplace Program Partner If customers are interested in the services, ask customers if they are registered in myplace and access the MCOL database to determine if they are If they are not registered, use the MCOL database to schedule a myplace appointment and record the service in CWDS as HOTSPR 20

21 (iv) If referred, enter an appropriate Case Note with the case note title MYPLACE (i) (j) (k) Refer customers between the ages of 18 and 24 (if potentially interested, appropriate, and eligible) to a WIOA Youth Services Provider using the referral protocols established by Philadelphia Works. Set a next meeting date and give the customer an appointment card with contact information Thank them for coming and confirm their commitment to coming to the scheduled meeting and bringing the required documents (2) If the customer has all of the documentation that is required to initiate determination of eligibility for WIOA Individualized Career Services at this meeting, the Workforce Advisor may move directly to Process Step 3 ( Meeting with the Workforce Advisor to Determine Eligibility for WIOA Individualized Career Services ). C. Meeting with the Workforce Advisor to Determine Eligibility for WIOA Individualized Career Services (Process Step 3) The Workforce Advisor will meet with the customer to determine and document all elements of eligibility for Individualized Career Services: (1) Need and Appropriateness for WIOA Individualized Career Services (a) Individualized Career Services are for Adults and Dislocated Workers who need assistance to obtain or retain employment through services that are more comprehensive and tailored to individual needs than Basic Career Services. (2) For a customer to be registered in WIOA Individualized Career Services, the customer must: (a) Meet and Prove Initial Eligibility Requirements: - 18 years of age or older - Legal to work in the United States - Selective Service requirements for males - Income that is not self-sufficient, if employed 21

22 - Dislocation, if a Dislocated Worker (b) Provide Documentation of: - Social Security Number - Residence - Income - Veteran Status, if a Veteran (c) Meet Three Criteria to Be Registered to Receive WIOA Individualized Career services (i) Determined to be in need of Individualized Career Services to obtain or retain employment An applicant who says s/he: wants help in finding a job, has not been able to find one, and is ready to look for a job will be determined to need Individualized Career Services (ii) Assessed as being currently able to benefit from and fully participate in WIOA Individualized Career Services During the initial assessment, the Workforce Advisor will determine if the applicant can currently benefit from and fully participate in Individualized Career Services. If the applicant is currently unable to benefit and participate, the applicant will be determined to not need Individualized Career Services at this time and be appropriately referred. (iii) Committed to actively looking for a job and participating in the services in the mutually agreed upon Individual Employment Plan and Job Finding Action Plan An applicant will be asked to commit to actively participate in services as an indicator of their need for Individualized Career Services and a signed Commitment and Partnership Agreement will be required as a condition for WIOA Individualized Career Services eligibility (3) The customer s need and appropriateness for Individualized Career Services to obtain or retain employment (as determined by the initial assessment) will be documented in the case file. The case file must include a case note 22

23 with rationale for the determination that the customer needs and is appropriate for WIOA Individualized Career Services. D. Initial Assessment of the Current Need for and Ability to Benefit from WIOA Individualized Career Services (1) During the initial assessment, the Workforce Advisor will ask questions of the applicant to determine if the applicant can currently benefit from and fully participate in Individualized Career Services, as a condition of needing Individualized Career Services. (2) A WIOA applicant who has one or more of the following current characteristics will be found to not need Individualized Career Services, since the applicant is unlikely to be able to benefit from and fully participate in Individualized Career Services at this time: (a) (b) (c) (d) (e) Applicant states that employment is not a goal Applicant has immediate need for shelter, sustenance, and/or health care Applicant is in an abusive relationship and is in immediate danger (or children are in danger) Applicant is under house arrest or has a pending court date Applicant has achievement of a High School Diploma or High School Equivalency as his/her only goal (and not employment) (3) An applicant who has one of more of these characteristics will be referred to an appropriate community agency and/or partner to help the applicant meet their immediate (4) The applicants will be told that they are welcome to reapply at any time after the identified immediate needs are resolved or ameliorated. (5) Workforce Advisors will make a case note indicating the reason/s for not registering the applicant into WIOA Individualized Career Services and the referral that was made to help the customer with their immediate needs and to prepare them for the potential for reapplication. (6) All applicants will be encouraged to use Basic Career Services. E. Customer s Commitment and Partnership Agreement (1) The Workforce Advisor will discuss this Agreement (in Appendix 1) in-depth with customers being considered for registration for WIOA Individualized 23

24 Career Services. Each of the commitments will be reviewed one-by-one and customers will be asked to orally commit to each prior to signing the agreement. (2) Only customers who sign this Agreement will be considered for eligibility for Individualized Career Services. Workforce Advisors will use these commitments as a major ingredient in deciding whether to register a customer into Individualized Career Services. F. Dual Enrollment of Trade Act Customers into the WIOA Dislocated Worker Program (1) When the Trade Act Partner enrolls a customer into the Trade Act Program, the Trade Act staff will refer that customer to the WIOA Services Team Leader. (2) The WIOA Team Leader will then assign a WIOA Workforce Advisor to automatically co-enroll that customer into the WIOA Dislocated Worker Program. (3) The assigned WIOA Workforce Advisor will then assume responsibility for providing Individualized Career Services (and, if applicable, Training Services) in compliance with the requirements of these procedures. G. Literacy Liaison: Referrals from myplace (Adult Literacy Programs): (1) The WIOA Team Leader will serve as the Literacy Liaison for the WIOA Services Program. (2) The Literacy Liaison will serve as the point of contact for referrals from myplace (Adult Literacy Programs). (3) The myplace (Adult Literacy Program) will refer customers to the Literacy Liaison who have completed a myplace course or High School Equivalency who is looking for employment or occupational training and have reading and math skills at least at the eighth grade level. (4) When customers meeting the criteria are referred, the Literacy Liaison (through the Workforce Advisors) will determine eligibility for WIOA Individualized Career Services (using the same eligibility requirements as for all customers who are seeking Individualized Career Services). (5) If the referred customer meets the eligibility for WIOA Individualized Career Services, the customer will be registered into WIOA. 24

25 H. Determining Customer Priority to Receive WIOA Individualized Career and WIOA Training Services 1. Priority of Service for Veterans and Eligible Spouses (a) (b) (c) Veterans and eligible spouses must be given priority for registration for WIOA Individualized Career Services and Training Services. Priority means that veterans and eligible spouses are entitled to precedence over non-covered persons for services. This means that a veteran or an eligible spouse either receives access to a service earlier in time than a non-covered person or, if the resource is limited, the veteran or eligible spouse receives access to the service instead of or before the non-covered person. The WIOA Services Program will comply with the priority of service for Veterans and Eligible Spouses requirements in USDOL TEGL (which is included as Appendix 5). 2. Priority of Service for the WIOA Adult Program (a) (b) (c) (d) (e) WIOA Services will comply with the Philadelphia Works Priority of Services Policy in Appendix 4. Priority for WIOA Individualized Career Services and Training Services is given to adults who are recipients of public assistance, other lowincome individuals, and individuals who are basic skills deficient. This means an eligible, priority individual receives access to a service earlier in time than other individuals, or, if the resource is limited, the priority individual receives access to the services instead of or other program eligible individuals. All customers (who are 18 or older) who have appropriate documentation as public assistance recipients (including EARN participants) or low-income will meet this priority The WIOA Adult Program definition of basic skills deficient is: the individual is unable to compute or solve problems, or read, write, or speak English, at a level necessary to function on the job, in the individual s family, or in society (1) Examples of adults who meet this priority for basic skills deficient are those who: 25

26 - Have no High School Diploma or High School Equivalency - Enrolled in a Title II Adult Education/Literacy Program (including those referred from myplace) - Determined by Assessment to Have English Reading, Writing, or Computing Skills at an 8.9 or Below Grade Level - Are determined by the Workforce Advisor and/or through customer self-attestation that s/he is an English Language Learner - Are determined by the Workforce Advisor to be basic skills deficient through observation and the initial assessment interview (f) (g) (h) WIOA Workforce Advisors will include the determination of this priority in the customer s file with appropriate case notes. Veterans and eligible spouses who are eligible for the WIOA Adult Program continue to receive priority for service among all eligible individuals and within the Adult Program priority of service Priority of service will be applied in the following order: (1) First, to veterans and eligible spouses who are also included in the groups given statutory priority for WIOA adult formula funds. This means that veterans and eligible spouses who are also recipients of public assistance, other low-income individuals, or individuals who are basic skills deficient would receive first priority for services provided with WIOA adult formula funds. (2) Second, to non-covered persons (that is, individuals who are not veterans or eligible spouses) who are included in the groups given priority for WIOA adult formula funds. (3) Third, to veterans and eligible spouses who are not included in WIOA s priority groups. (4) Last, to non-covered persons outside the groups given priority under WIOA. 26

27 I. Register in WIOA for Individualized Career Services (Process Step 4) (1) If the customer has met all eligibility requirements, the requirements are documented in the participant file, and the customer has signed the Commitment and Partnership Agreement, the Workforce Advisor will recommend registration of the customer into WIOA Individualized Career Services. (2) The WIOA Team Leader will review the customer s eligibility documentation and priority of service and decide whether to register the customer for WIOA Individualized Career Services (3) Once the customer is registered in WIOA, the Workforce Advisor will schedule a meeting with the customer (within one week) to provide comprehensive assessment, career counseling, and Individual Employment Plan development. (4) If the customer is found to not be eligible for WIOA Individualized Career Services, the customer will be: - Urged to use Basic Career Services - Connected to partner programs, if potentially eligible - Referred to other community resources and organizations J. Data Entry, Case Notes, and Participant File Requirements (1) The Workforce Advisor will use the electronic WIOA Application form in CWDS to record all required information (2) The participant file (with appropriate case notes) for customers registered for WIOA Individualized Career Services must be compliant with the Adult and Dislocated Worker Participant File Review Tool (in Appendix 8) and include: (a) (b) A completed and signed WIOA Application Signatures on: - Consent to Release Information - Participant Waiver Release for Employment Information - Statement of Receipt of Participant Civil Rights Form 27

28 - WIOA Grievance Procedures (c) Eligibility documentation for: - Age - Legal to work - Income (if applicable) - Selective Service registration (if applicable) or documentation the participant was unaware of the registration requirement - Dislocation (if applicable) - Veteran status or spouse of Veteran (if applicable) (d) (e) Determination and rationale of the customer s need for Individualized Career Services to obtain or retain employment through services that are more comprehensive and tailored to individual needs than Basic Career Services Determination and rationale of the customer s priority of service for any customer identified as basic skills deficient (3) Services and service codes during the Welcome to the PA CareerLink Center to WIOA Registration Process Steps, include: (a) Welcome to the PA CareerLink Center Service Orientation: 930 (b) (c) (d) Review of the Tell Us About Yourself and Initial Assessment: INVW If registered into WIOA Individualized Career Services: WCS00 Staff-Assisted Job Search and Placement Assistance, Including Career Counseling : WCSO1 (4) The WIOA Quality Assurance and Data Specialist (working with the WIOA Services Team Leader and the staff of Philadelphia Works) to review customer case records for compliant, accurate, and timely data entry. (5) The WIOA Quality Assurance and Data Specialist will identify any repetitive errors and provide the training and technical assistance that is needed to improve compliant, accurate, and timely data entry. 28

29 Chapter III: WIOA Registration to Initiating WIOA Individualized Career Services Process Steps A. Meeting with Workforce Advisor for Comprehensive Assessment and Career Counseling (Process Step 5) B. Developing The Individual Employment Plan C. Identifying the Customer Services for Next Steps D. Data Entry, Case Notes, and Participant File Requirements 4. Register in WIOA for Individualized Career Services 5. Meet with Workforce Advisor to Initiate Individualized Career Services Delivery Comprehensive Assessment; Develop IEP; Decide Initial Services; Schedule Next Services 6. Individualized Career Services: Supported, Structured Job Finding 7.a. ITA Training Services: Training for Employment Services A. Meeting with Workforce Advisor for Comprehensive Assessment, Career Counseling, and Career Planning (Process Step 5) (1) After the customer is registered in WIOA for Individualized Career Services, the Workforce Advisor will meet (either the same day, if time permits, or within one week) to provide comprehensive assessment and counseling to develop the Individual Employment Plan (IEP). (2) The IEP is required first step for all WIOA customers for Supported, Structured Job Finding Services and Training for Employment Services. (3) As a prelude to the development of the IEP, the Workforce Advisor will conduct a comprehensive and specialized assessment of the skill levels and service needs of the customers, which may include diagnostic testing and use of other assessment tools and in-depth interviewing and evaluation to identify employment barriers and appropriate employment goals 29

30 B. Developing The Individual Employment Plan In developing the IEP (and updating it, as appropriate), the Workforce Advisor will comply with the following federal, state, and Philadelphia Works policies and requirements: (1) The WIOA regulations definition of the Individual Employment Plan is: The individual employment plan is an individualized career service that is jointly developed by the participant and Workforce Advisor. The plan is an ongoing strategy to identify employment goals, achievement objectives, and an appropriate combination of services for the participant to achieve the employment goals. (2) State and Philadelphia Works policy requires the IEP to be a separate document from the WIOA Application and is to be created after the participant has been found eligible for Individualized Career Services. (3) The IEP is to be signed by both the participant and the Workforce Advisor. (4) The IEP is a living document and is to be reviewed on a regular basis and updated whenever a change is made to the participant s plan; any changes must be mutually agreed by the participant and Workforce Advisor and again signed. (5) The goal for most participants is to obtain full-time employment. (6) Assessment of skills and abilities is a key ingredient in developing the IEP and assessment outcomes are to be documented on the IEP. (7) It is the responsibility of the Workforce Advisor to assist the participant in making informed choices and decisions about the service elements of his/her IEP. (8) The IEP is to document any barriers to employment and the steps the participant will take to address those barriers. (9) The IEP is to include the services, referrals for services (if any), and the estimated start and end dates of each service. (10) Workforce Advisors are to comply with the Philadelphia Works IEP policy (which is attached) in the development and updating of the IEP. 30

31 C. Identifying the Customer Services for Next Steps (1) If the IEP has employment as a goal and does not include occupational training as a planned objective, customers will move to the Supported, Structured Job Finding Services (Process Step 6). If time permits and the customer desires to do so, the Workforce Advisor can immediately move to the development of the Job Finding Action Plan (described in Chapter IV). If it is not possible to develop this Action Plan immediately, a meeting to do so will be scheduled within the next week after the development of the IEP. (2) If the IEP includes the potential for occupational training as a planned objective, the customer will move to Training for Employment Services (Process Step 7) and be scheduled to take the TABE as the first step to determine his/her potential eligibility for ITA Training Services (as outlined in Chapter V). D. Data Entry, Case Notes, and Participant File Requirements (1) The participant file (with appropriate case notes) for customers registered for WIOA Individualized Career Services must be compliant with the Adult and Dislocated Worker Participant File Review Tool (in Appendix 8), including: (a) (c) Documentation of assessment provided A mutually agreed IEP, signed by both the participant and the Workforce Advisor (2) Depending on the services delivered, this meeting with the Workforce Advisor and the development of the IEP, may include the following service codes: (a) (b) Comprehensive and Specialized Assessments of Skills Levels and Service Needs Including Diagnostic Testing and Use of Other Assessment Tools: and an In-Depth Interviewing and Evaluation to Identify Employment Barriers and Appropriate Employment Goals. (CWDS service code = WIS01) Full Development of an Individual Employment Plan (IEP)to Identify the Employment Goals andappropriate Combination of services for the Participant to Achieve Employment Goals (CWDS service code = WIS02) 31

32 (c) Individual counseling and career planning (CWDS service code = WIS05) (d) Any other services provided through the PA CareerLink system, including but not limited to Staff-Assisted Workshops and Job Clubs.(CWDS service code = WCS03) (3) The WIOA Quality Assurance and Data Specialist (working with the WIOA Services Team Leader and the staff of Philadelphia Works) to review participant files (and case notes) for compliance with the requirements of the Adult and Dislocated Worker Participant File Review Tool. (4) The WIOA Quality Assurance and Data Specialist will identify any repetitive deficiencies and provide the training and technical assistance that is needed to improve compliance. 32

33 Philadelphia Works Individual Employment Plan Policy The IEP will identify the appropriate combination of services for a participant to achieve their employment goals. The IEP is an on going/living document that is jointly developed by the participant and the Workforce Advisor. It is a step-by-step process identifying the participant s: Appropriate employment goals Appropriate achievement objectives Appropriate combination of services to achieve the employment goals While jointly developing the IEP with the participant, the Workforce Advisor will outline which services are needed to obtain an employment goal(s). The IEP must also include the specific action that is needed to accomplish the goal, barriers that need to be removed in order to achieve the goal and the timeframe by which the goals are to be completed. Any services delivered through other partners should be coordinated by the Workforce Advisor (i.e. High School Equivalency) and include in the plan. The IEP must be updated when necessary and reviewed on a regular basis. IEPs are no longer created, developed and updated in the Commonwealth s Workforce Development System (CWDS). The creation of the IEP must be the first step after WIOA registration as an Individualized Career Service and is a prelude to the provision of any additional Individualized Career Services and any potential WIOA Training Services. Both the participant and the Workforce Advisor must sign the IEP (see next page). It is important to note that the IEP is separate from the WIOA application document. Any major updates to the IEP should be developed jointly, mutually agreed upon and signed by the Workforce Advisor and the participant. An example of when an updated IEP needs to be signed: If the Workforce Advisor refers the participant to High School Equivalency provider When the participant passes the High School Equivalency and is ready for the next step/phase in his plan (employment, ITA, secondary education, etc.) The participant completes the ITA training The IEP is a document that indicates the date a goal/service began, if a goal has been achieved or lack thereof. The Workforce Advisor s notes elaborate on the interactions with the participant and provides the narrative that supports the IEP. Any new or major changes in a participant s goals must be jointly agreed upon and signed and maintained in the customer s file. 33

34 Individual Employment Plan PARTICIPANT INFORMATION Last Name First Name Participant ID WIOA Registration Date Lead Grant Office INDIVIDUAL EMPLOYMENT PLAN INFORMATION Plan Effective Date Date Participant Signed Date Case Manager Signed Comments/Notes MAIN CAREER GOAL INFORMATION Goal Type: Vocational Employment Goal Length: Short Term Long Term Goal Description: Goal Added On: Estimated Date for Achieving Goal: Participant Responsibility: Goal Progress: Achieved Not Achieved In Progress Barrier Type: Employment Medical Transportation Housing Child Care Criminal Background Family Matters Domestic/ Family Violence Barrier Description: Barrier Priority: High Medium Low Barrier Added On: Status: Started In progress Ended Planned Service: Estimated Service Start Date:.Status: Started In progress Ended Estimated Service End Date: 34

35 ADDITIONAL CAREER GOAL INFORMATION Goal Type: Vocational Employment Goal Length: Short Term Long Term Goal Description: Goal Added On: Estimated Date for Achieving Goal: Participant Responsibility: Goal Progress: Achieved Not Achieved In Progress Barrier Type: Employment Medical Transportation Housing Child Care Criminal Background Family Matters Domestic/ Family Violence Barrier Description: Barrier Priority: High Medium Low Barrier Added On: Status: Started In progress Ended Planned Service: Estimated Service Start Date:.Status: Started In progress Ended Estimated Service End Date: STAFF SIGNATURE PARTICIPANT SIGNATURE DATE DATE 35