Employment Ontario Self Service (EOSS) Training Resource Guide for ES, SJS & LBS Service Providers APRIL 2013 VERSION 1.0
Table of Contents What is the EOSS Training Resource Guide for Service Providers?...3 User Roles for EOIS-CaMS and EOSS...4 Service Provider Service Standards for 2013-14...6 EOSS Service Standards Frequently Asked Questions (F.A.Q.) for Service Providers... 7 Business Readiness Checklist for Service Providers...10 Support Model for EOSS...12 Frequently Asked Questions (F.A.Q.) for Service Providers... 13 EOSS Desk Aid for Service Providers...17 Service Provider Profile... 17 Managing Applications... 18 List of Programs and Services Covered by EOSS...19 2
What is the EOSS Training Resource Guide for Service Providers? This guide provides information resources for Employment Service (ES), Literacy and Basic Skills (LBS), and Summer Jobs Service (SJS) service providers related to the roll-out of Employment Ontario Self Service (EOSS) in April, 2013, with Release 3.2 of the Employment Ontario Information System-Case Management System (EOIS-CaMS). It supplements the EOSS e-learning Module, which references specific information in this resource guide. All ES, SJS, and LBS service providers should complete the training for EOSS, which includes reviewing both the EOSS e-learning Module on the Employment Ontario Partners Gateway (EOPG), and the information in this resource guide. Additional technical information on EOSS can be found in the updated EOIS- CaMS Service Provider User Guide. 3
User Roles for EOIS-CaMS and EOSS The following tables outline how EOIS-CaMS system roles relate to EOSS. User Role Service Provider Manager Service Provider Administrator Service Provider Caseworker Ministry View-Only Ministry Business Support All Other Roles View Application Manage Application Forward Application Close Application Record Outcome User Role Service Provider Manager Service Provider Administrator Service Provider Caseworker Edit Certain Information on SP Profile (phone number, etc). Select Self- Service Email Address Edit Available for Service Indicator 4
Service Provider Staff All three EOIS-CaMS service provider user roles (Service Provider Caseworker, Service Provider Administrator, and Service Provider Manager) can access and process EOSS applications. Both Service Provider Administrator and Service Provider Manager user roles can update some sections of the service provider profile information. Only the Service Provider Manager user role can update the Available for Service indicator. Service Provider Managers and Service Provider staff will be able to view reports. Ministry Staff Only staff with the Ministry View-Only user role (such as the Employment Ontario Contact Centre), or the Ministry Business Support role (such as EOIS HelpDesk staff), have access to EOSS applications. Report access is separate from EOIS-CaMS access; therefore, all staff with appropriate reporting roles will be able to view EOSS reports, which will be available on a monthly basis. 5
Service Provider Service Standards for 2013-14 The ministry has developed EOSS service standards to ensure that clients who submit online applications through EOSS receive timely and high quality followup services from ES, SJS, and LBS service providers. The EOSS service standards apply to all ES, SJS and LBS Service Delivery Sites that use EOIS- CaMS and that will be receiving online applications through EOSS. The following EOSS service standards have been included in 2013-14 agreements for ES, SJS and LBS service providers: As an ES, SJS or LBS service provider, the new EOSS service standards in your 2013-14 agreements, require that you will: access and process client applications submitted through EOSS using your existing EOIS-CaMS account; contact the client in the preferred manner requested on their online application (telephone, email); contact the client within two business days of receiving the client s online application; forward the client s online application to another service provider, if necessary, only with the client s consent; forward the client s online application to the most appropriate service provider to meet the client s needs, so that the application in not forwarded more than twice; keep your service delivery site(s) information up-to-date in EOIS-CaMS, which includes: delivery site contact information (address, phone number, fax, business contact email), your website URL (if applicable), and an EOSS-specific email address to receive notification that an application has been submitted to your service delivery site the status of your Available for Service indicator protect the client s personal information in compliance with relevant legislation. 6
EOSS Service Standards Frequently Asked Questions (F.A.Q.) for Service Providers This FAQ is meant to address questions which may arise from ES, SJS, and LBS service providers regarding the new EOSS service standards included in your 2013-14 agreements. How will I access and process EOSS applications in EOIS-CaMS? New functionality has been added to EOIS-CaMS in Release 3.2 to enable you to receive and process online applications submitted by clients using EOSS. EOSS functionality is similar to existing functionality, making it intuitive for existing EOIS-CaMS users. Please complete the EOSS training module which will show you how to process online applications using EOIS-CaMS. How will I contact a client? During the online application process, clients will identify which method of contact they prefer (either email or phone) and provide the appropriate contact information (email address or phone number). This information will be clearly marked for the Service Provider on the application. How is the two business day service standard for initial follow-up calculated? Service Standard Indicator has been developed in EOIS-CaMS to measure the number of business days it takes you to make initial contact with clients regarding their online application. The Service Standard indicator will be calculated based on the number of full business days between when an online application is submitted in the system by the client to your service delivery site, and when you record a Follow-Up Result in EOIS-CaMS after making initial contact with the client. The day the application is submitted is day zero, the business day following is day one, and you would need to follow-up by the end of day two. Weekends are not considered business days in the system; however, some service providers are open on weekends. If you receive an application on Friday and process it on the weekend, the Service Standard Indicator would be calculated in the system as a zero. Your site s average Service Standard Indictor will be made available to you on monthly EOSS reports through the EOIS Service Provider reporting website. 7
How will I contact a client? During the online application process, clients will identify which method of contact they prefer (either email or phone) and provide the appropriate contact information (email address or phone number). This information will be clearly marked for the Service Provider on the application. What are the expectations for making initial contact with the client following an online application submission? You are expected to make initial contact with the client via email or phone within two business days. This initial contact should acknowledge receipt of the client s online application and make arrangements for a follow-up service with the client, which could include scheduling them for an in-person appointment or information session. Service providers are not expected to carry out an assessment of the client s needs based on the client s application during this initial contact. Why would I need to forward an application to another service provider? During the EOSS online application process, clients are able to choose which service provider in their local area (based on postal code or city entered) will receive their application. In some situations, the client may be better served by another Service Provider who can meet their needs. To forward an application, the client s selected service provider will first need to make initial contact with the client, explain their options and seek the client s consent. Once the client agrees, the service provider can forward the application to the other Service Provider using the new EOSS functionality in EOIS-CaMS. Why can t a client s application be forwarded more than two times? In order to ensure that Employment Ontario clients have a positive experience, service providers are asked to refrain from forwarding client application, if the application has already been forwarded twice. In addition to obtaining client consent to forward, service providers should also make every attempt to ensure that the service provider to whom the client s application is being forwarded to can adequately meet the client s needs. How do I update my delivery site information for EOSS? The EOSS e-learning module as well as the updated EOIS-CaMS Service Provider User Guide provides instructions on how you can you can add or update the information you need to provide for your delivery site for EOSS in EOIS- CaMS. It includes: Your delivery site contact information (address, phone number, fax, business contact email, your website URL [if applicable]), which will be used to generate the service provider search results for clients in EOSS. 8
A new and dedicated Self-Service email address, which will enable you to receive an email notification when an online application has been submitted to your site; A new Available for Service indicator, which will default to checked for all existing and new service delivery sites in EOIS-CaMS 3.2. When the indicator is checked your site will show up in EOSS service provider search results, and you will be able to receive online applications from clients. In what circumstance can I uncheck the Available for Service Indicator? As part of your 2013-14 contractual agreement with the ministry, your service delivery site will be required to access and process EOSS online applications during your regular days of service. If you need to adjust your days of service, and uncheck the Available for Service indicator, you must first inform your ministry contact using existing procedures. The Available for Service indicator would likely only need to be unchecked due to an emergency situation. The indicator should remain checked during nonoffice hours, weekends, and statutory holidays to allow clients to continue to submit online applications; however, you are only obligated to follow up with clients regarding their online application on regular business days, and during your regular hours. What are my privacy obligations when using EOSS? Please refer to your 2013-14 agreement with the ministry, which outlines your general privacy obligations. A privacy tip sheet can also be found on EOPG. 9
Business Readiness Checklist for Service Providers The following EOSS Business Readiness Checklist is intended to help ES, SJS, and LBS service providers prepare for the launch of EOSS in April 2013. To help you prepare for the launch of EOSS, please ensure that your organization has completed the following steps: STEP 1 - Pre-Launch Complete EOSS Training All ES, SJS, and LBS Service provider staff are advised to complete this EOSS e-learning module and review the EOSS Training Resource Guide as early as possible. All EOSS training materials have been posted to the Employment Ontario Partners Gateway (EOPG). In addition, service provider staff may wish to review the EOSS related sections of the EOIS-CaMS Service Provider User Guide, which will be updated for Release 3.2 of EOIS-CaMS. Review EOSS Service Standards Please review the EOSS service standards and ensure that all staff in your organization understand and are prepared to meet the ministry s requirements. Assess how EOSS fits within your organization You will need to undertake EOSS specific responsibilities which include: Checking on a daily basis for new EOSS applications by monitoring the email inbox you have assigned to receive new EOSS email application notifications, or by frequently checking the EOSS Application Homepage in EOIS-CaMS to search for new applications. Reviewing and processing the client s online application in EOIS-CaMS. Following up with the client by their preferred method of contact (either phone or email) within two business days of receiving their online application to suggest an appropriate follow-up service. Meeting with the client to complete the assessment and application process. Keep your service delivery site contact information up-to-date in EOIS-CaMS EOSS will use your service delivery site contact information in EOIS-CaMS to generate the service provider search results for clients in EOSS. Please ensure that your delivery site contact information (business address, primary phone number, primary email), including a primary website (if applicable) in EOIS-CaMS is accurate. 10
STEP 2 - At Launch Immediately following the launch of EOSS, please update the following information for your organization in EOIS-CaMS: Assign a new Self-Service email in EOIS-CaMS You must assign a new Self-Service email in EOIS-CaMS and choose to opt-in or opt-out of receiving new EOSS application email notices. Check the Available for Service Indicator in EOIS-CaMS A new Available for Service indicator will be added to the Service Delivery Site Home page in EOIS-CaMS. Note that this indicator will default to checked for all existing and new service delivery sites in EOIS-CaMS when EOSS launches in April 2013, allowing your site to receive online applications from clients. STEP 3 - Post Launch Keep your organization s information up-to-date in EOIS-CaMS, which includes your contact information, Self-Service email address, and Available for Service indicator. Ensure that all new staff complete EOIS-CaMS and EOSS training which is available on EOPG, and, Keep your ministry contact informed of any changes. 11
Support Model for EOSS Service Provider EOSS and EOIS-CaMS Support Model EOSS functionality has the same support model that is currently used in EOIS- CaMS and is outlined in the EOIS-CaMS Start-Up Kit for service providers and ministry staff. Service provider support model: Client Support Model It is anticipated that some clients, who are interested in using Employment Ontario services, may have questions or want help from an information counsellor who is familiar with the online application. This client-oriented service supports and augments the self-service channel. The advice clients would be looking for would be regular business for an Information Counsellor from the Employment Ontario Contact Centre (EOCC). Similar to Employment Ontario Self Service, the EOCC counsellor may provide information to the client on the options available and relevant to the client verbally, suggest that the client contact a EO service provider Service Delivery Site (SDS) near them, or choose to complete the application by proxy* (on behalf of the client). Note: This final option will require the information counsellor to relay the details on the Privacy Notice and, if the client chooses to submit an online application, the Notice of Collection of Personal Information. 12
Frequently Asked Questions (F.A.Q.) for Service Providers This FAQ addresses questions which have been brought up by service providers. EOSS Functionality How do French Service Providers appear in EOSS? If the user selects the French version of EOSS, only service providers who offer services in French will appear in the user s service provider search results. Are there options in other languages? EO Self Service is available in both English and French. Users can select their preferred language from the Homepage of EOSS. Will EOSS clients be able to apply to our online LBS programs? No, clients using EOSS will not be able to apply for online LBS programs through the portal, as these providers are not in EOIS CaMS. However, EOSS clients will be directed to the online LBS providers websites through an informational web link on ontario.ca. where they will be able to make an application. Does the EOSS online application replace the program applications currently in use? No, the purpose of the online application is to direct client s to the appropriate service provider, and to help inform service providers of the client needs and program of interest. A client who applies online must meet with an ES, SJS, or LBS service provider to complete the assessment and application process. The service provider will follow their standard intake procedures, which may including asking the client to complete the appropriate program application form(s). Some of the information collected from the client s online application form can be used to pre-populate a number of the fields required to register a client when creating a new Employment Ontario Case in EOIS-CaMS, reducing the amount of data entry required of service providers at this step. Will the Employment Ontario Self Service (EOSS) portal meet accessibility requirements? The EOSS portal will be WCAG 2.0 AA compliant, which is the requirement for government entities under the Accessibility for Ontarians with Disabilities Act. EOSS will also be tested for compatibility with screen reader technologies such as JAWS. 13
Client Follow-up Why does a client have to wait 2 days for service? The two business day follow up window is the recommended maximum time frame the ministry expects a service provider to take to follow up with a client. This time has been built in to allow service providers to manage EOSS applications, given their current workloads. However, this should not prevent service providers who are able to follow up with clients sooner, if they have the resources to do so. Does EOSS explain the next steps that are involved for client in a program? No. EOSS does not explain the next steps involved in any of the programs or services it suggests. However, clients are able to find out more information about the programs and services suggested to them by accessing hyperlinks to program information pages on ontario.ca. Do clients have to go to the Service Provider they selected online? Can they go to another Service Provider? If a client wishes to see a Service Provider other than the one they originally chose online, they will need to wait for the selected Service Provider to contact them before initiating a change. Service Provider Issues/Concerns Will I be able to include EOSS clients as part of my performance measures? The expectation is that you, as a service provider, will determine the level or type of service the client requires after you follow-up with the client regarding their online application. You will then provide services to the client and capture client outcomes in EOIS CaMS as per your established business processes. EOSS will not be captured as a separate performance indicator in EOIS-CaMS. If a client has been registered and a service plan is to be created in EOIS-CaMS, you will select No Response in the Referred In field and check a new Self Service Initiated checkbox. The number of service plans created for EO Self Service initiated clients will be made available in monthly reports available through the EOIS reporting website, for both the ministry and service providers. These numbers can be used to inform business planning in 2014/15. Why are service providers being asked to report on client outcomes for EOSS? How are these outcomes different from the EOIS-CaMS performance measures? 14
Service Providers are being asked to report on clients early outcomes when processing online applications, to help the ministry determine the extent to which EOSS is successful in directing clients to an EO program or service. These EOSS early outcomes will be made available in reports for both the ministry and service providers. Performance outcomes related to client success will be captured as per existing business processes within EOIS-CaMS. If a Service Provider moves and their contract is still under revision, when will the new address be reflected in CaMS/EOSS search results? Service Providers should discuss all address and move related changes with your ETC or ministry contact. Note that it will take 24 hours for a service provider address change to appear in EOIS CaMS and to be reflected in the EOSS service provider search. Am I expected to process online application if my service delivery site is at capacity? Yes, you are still expected to follow-up with clients who submit online applications to their site within two business days as per the EOSS service standard your 2013-14 agreement with the ministry. If you are unable to serve the client, you can refer the client to another service provider using the application forwarding functionality within EOIS-CaMS. You must first seek the client s consent before forwarding the client s application to another service provider. General What is the expected volume of traffic for EOSS in year 1? It is difficult to predict at this time what volume of traffic EOSS will see in its first year. EOSS will initially be piloted across the province without any publicity in order to allow service providers time to adapt to the new portal. During the soft launch period, TCU staff will be monitoring EOSS traffic and will be better able to project volume for the remainder of the year. A larger public launch for EOSS is planned for the fall of 2013. What is the vision for phase two of EOSS and when is the release date? The vision for phase two of EOSS will be shaped by the needs of our clients, the changing needs of our business, and the priorities of the ministry as well as the government. All future releases of EOSS will be aligned with the releases for EOIS-CaMS. 15
What is the difference between the Find Employment and Training Services (FEATS) service provider search and the EOSS service provider search? Find Employment and Training Services (FEATS) provides the ministry with a searchable, online directory of EO service providers including Apprenticeship Offices, as well as other employment and training services at the community, municipal, and federal levels. The application is currently available on the public facing EO website: http://www.tcu.gov.on.ca/eng/search.asp Employment Ontario Self-Service will be an online, public facing portal that will allow clients to pre-screen for EO programs and services, and to begin the application process for programs suggested by the portal. Clients will be able to search for service providers by postal code and/or city who offer the programs/services recommended by the portal, and submit an online application to the service provider of their choice. As EOSS is integrated with the ministry s EOIS CaMS, only service providers who use EOIS-CaMS (i.e., Employment Services (ES), Literacy and Basic Skills (LBS), and Summer Jobs Service (SJS) service providers) will appear in the EOSS service provider search, and have the ability to receive and respond to applications submitted online. 16
EOSS Desk Aid for Service Providers This desk-aid is a reference guide for service providers using the EOSS Functionality within EOIS-CaMS. This functionality is explained in full within the relevant chapters of the EOIS-CaMS Service Provider User Guide. Service Provider Profile EOSS uses the contact information provided in EOIS-CaMS to generate the EOSS service provider search results online for clients. To ensure a service delivery site is correctly identified in client searches, three key pieces of information with the Service Delivery Site Home page must always be up-todate: the service delivery site contact information an Available for Service field to indicate when the service delivery site is available to receive applications, and an EOSS-specific email address that can receive notifications when an application has been submitted to a service delivery site. 17
Managing Applications To check for new EOSS applications in EOIS-CaMS, click Find Application, which opens the Application Search page. Once, an application is selected, it opens the Application Home page. From this page, an application can be managed, which includes recording a followup, forwarding the application, closing the application, and recording an outcome. The Employment Ontario Case can be created directly from the Application Home page, which pre-populates several fields such as First name, Last Name, Status in Canada and Preferred Language. 18
List of Programs and Services Covered by EOSS Programs and services for which screening and information resource links are available Programs and service for which clients can submit an online application Online LBS ACAATO Avon Maitland District School Board: The Learning Hub COFA: Le service de formation à distance pour adultes de l'ontario (SEFAD) George Brown College Deaf learn now! Sioux Hudson Literacy Council: Good Learning Anywhere Apprentice Employer Signing Bonus Apprenticesearch.com Apprenticeship Completion Bonus in Non-Red Seal Trades Apprenticeship Completion Employer Bonus Apprenticeship Completion Grant Apprenticeship Incentive Grant Apprenticeship Job Creation Tax Credit Apprenticeship Offices Apprenticeship Pathways Apprenticeship Scholarship Fund Apprenticeship Training Tax Credit canadabusiness.ca/entreprisescanada.ca College of Trades Employment Insurance Information Employment Service for employers Employment Service for individuals Employment Service for employers Employment Service for individuals Employment Service training incentive Employment Service for Second Career Employment Service for Self Employment Benefit Literacy and Basic skills Summer Job Service Summer Job Service (MNDM) Summer Job Service (OMAFRA) 19
Programs and services for which screening and information resource links are available Programs and service for which clients can submit an online application Employment Service for Employment Services Training Incentive Employment Service for Second Career Employment Service for Self Employment Benefit EO Contact Centre EO Job Bank for Students EO Job Bank for Students (employer) EO Job Bank/Guichet emplois Ontario (individual) George Brown College: Deaf Learn Now! Global Experience Ontario Immigration Canada Literacy and Basic Skills Ontario College Application Centre Ontario University Application Centre OSAP OSAP counselling Schoolfinder.com settlement.org schoolfinder.com Small business enterprise centres (MEDT) Summer Company (MEDT) Summer Job Service Summer Job Service (MNDM) Summer Job Service (OMAFRA) Targeted Initiative for Older Workers Working In Canada (website) 20