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17-16 Rapid Re-Employment: Back to Work

WS 17-16

December 28, 2017

Basic & Expanded Services

Expires:  Continuing

   

To:  

All Contractors

From:

Mike Temple
David Baggerly

Subject:

Rapid Re-Employment: Back to Work

Purpose

Update standards, guidelines, and procedures for our rapid re-employment service

Background

Unemployment insurance claimants register with Workforce Solutions as a condition of receiving their benefits.  We work with these customers (as we do with any others) to get them to a job as quickly as possible.  Claimants usually have good skills and work history – they are likely good candidates for many of the current job openings we have available.

We contact a subset of claimants – individuals likely to exhaust their benefits before returning to work – and require them to interact with us. 

Once we have called in a claimant, that individual must contact us or risk losing his or her unemployment insurance benefits.

The Basics

Our call-in notice to profiled claimants gives instructions for contacting us.

  1. A claimant may access the Back to Work page on our website to view information about Workforce Solutions and the many ways we can help. 
  2. The claimant must visit a Workforce Solutions office to complete the rapid re-employment/back to work process.
  3. We recommend tagging claimants as WIOA dislocated workers for easier access to intensive career counseling and financial aid, including scholarships.

Our Service

We serve a rapid re-employment claimant just like we do any other customer: we listen to the customer and offer our service and professional advice to help that customer get what he or she wants and needs.

However, there are six required elements to rapid re-employment service, and we must ensure we address each element so that the claimant can continue to receive unemployment benefits.

  1. Completion of an employment plan. During our in-person interview with a customer, we must develop an employment plan with the customer that includes:

    • a signed Back to Work Agreement;
    • a specific employment goal developed in collaboration with the customer and tailored to the customer’s individual needs;
    • the customer’s strengths and any factors that may negatively affect the customer’s ability to return to work;
    • detailed step-by-step activities to which the customer agrees to adhere, including reporting to and taking part in the career service most likely to result in reemployment or referral to career-related training;
    • timelines to start and complete each activity;
    • specific dates for staff to follow up and evaluate each activity, provide more assistance, or adjust the dates, as necessary; and
    • the next date that the customer will meet with or contact staff.
  2. Assistance with unemployment insurance eligibility

    Staff must review eligibility requirements for unemployment insurance. Unemployment Insurance claimants must be able to work and be available to work.

    Able to Work
    Being able to work means that the customer is physically and mentally able to perform the work she is seeking. The claimant must have the health, endurance, and other physical and mental requirements necessary to perform suitable full-time work for which she is qualified or can readily learn to perform, and which exists in the job search area.

    Available for Work
    The customer must be available for full-time work to be eligible for unemployment benefits. Being available for work means that the claimant is ready, willing and able to accept any suitable full-time work. The claimant must:
      • Have adequate transportation
      • Have adequate child care arrangements to allow the claimant to work, if applicable
      • Be available for job interviews
      • Be willing and able to work all the days and hours required for the type of work the claimant is seeking
      • Be willing to accept the usual rate of pay for a person of the claimant’s qualifications and experience
    If during the in-person interview the customer asks an unemployment insurance eligibility question, it’s our job to get the customer to the Tele-Center for answers or into adjudication if necessary.
  3. A completed WorkInTexas.com registration. We make sure the customer has a complete registration in WorkInTexas.com to help with referrals to open jobs.
  4. Current and relevant labor market information. We give our professional advice and current information about jobs and job opportunities specifically for each customer. We make sure the information we give is tailored for the customer we're talking to and not generic data.
  5. Information about Workforce Solutions. At any time, and especially when asked by a customer, we talk about the range of our service and how we can help the customer get back to work.
  6. Additional help. At the customer's request and/or in our professional judgement, we offer or suggest at least one of the following:
    • Job search help including referrals to open jobs, job development and placement; and access to Workforce Solutions job search seminars
    • Comprehensive assessment of the individual's skill levels and needs
    • Career readiness such as creating or updating resume, interview preparation, completing job applications
    • Career counseling, planning and information about and help obtaining financial aid, including scholarships for basic education, upgrade training, or education to change careers
    • Completing the actions we need to tag the customer as a dislocated worker

Customer Satisfaction

To improve what we do, we ask our customers to tell us what they think about our service.

  1. After the first in-person interview with a claimant, staff will give each customer a survey and encourage the customer to give us feedback. 
  2. Staff will follow-up with each customer who completes an employment plan. 
    • Workforce Solutions will send a follow-up email to profiled claimant who completed an employment plan in the earlier month. This email will remind the customer of her interaction with Workforce Solutions and invite the customer to contact us for added help. 
    • Workforce Solutions staff will also take the follow-up actions set out in the customer's employment plan. The customer and Workforce Solutions staff may change the plans for follow up by modifying the employment plan.

We encourage customers to return by giving high quality, professional service that has value for each customer. 

Remember!

Claimants and profiled claimants are customers just like any other. Listen carefully as a customer describes his wants and needs; ask good questions about skills, work history, employment goals, and needs for skill upgrading; and provide good professional advice to help a customer return to work.

Action

  1. Make sure all staff at every level is aware of the information in this issuance.
  2. Make sure that office managers, supervisors, and staff know the process for serving profiled claimants.
  3. Make sure that office managers, supervisors, and staff know how to record service for profiled claimants in TWIST and WorkInTexas.com.
  4. Make sure offices know how to order Back to Work packets from the Infovine storefront. 

Questions

Staff should first ask questions of their supervisors first.  Direct questions for Board staff through the electronic Issuance Q&A.

 Attachments

  • Rapid Re-Employment Process
  • Guidance for the Rapid Re-Employment Interview

Attachment 1

Rapid Re-Employment Process

1. Call-In Notices

Career office tracking units generate the letters to claimants which call them in to Workforce Solutions.  These letters give the customer instructions for contacting us to receive service.  The customer can begin by:

Customers who choose to begin by visiting the Back to Work page must visit a Workforce Solutions office to complete the process.

2. Rescheduling

A customer can reschedule if he/she contacts the career office referenced in the call-in letter before the originally scheduled date. 

The career office will have a process to assess a customer’s request for rescheduling and respond quickly to the customer.  The customer must have a good reason for rescheduling.

 
Recording Service

Regardless of how a profiled customer contacts Workforce Solutions and staff completes service and the employment plan, we record our service in both WorkInTexas.com and TWIST.

Following are the requirements for recording rapid re-employment service.  These requirements are in addition to the regular and usual information we include in a customer’s record.  

 

  1. Tag the profiled customer as a WIOA Dislocated Worker.  You will need a photo ID to satisfy eligible to work status, and you will need to figure out if a male customer registered for Selective Service.  
  2. Help the customer complete an Addendum or Financial Aid Application for easy access to financial assistance.  
  3. TWIST
    • Update Intake Common in TWIST.
      The following tabs must be completed/updated by the career office
      • Identity
      • Contacts
      • Characteristics
      • Education
      • Military
      • Employment Status
      • Dislocated Worker
    • Create a WIOA-Dislocated Worker program detail
    • Record an employment plan in TWIST.  Employment plans must be recorded under the assessment tab in TWIST.
    • Counselor note subject line: Rapid Reemployment Orientation
    • Open appropriate services as necessary
      • Objective assessment (08)
      • Employment Plan (xx), etc.
  4. WorkInTexas
    • Assessment & Planning] Service:RRES Orientation
    • Service Category: Assessment & Planning ] Service: Employment Plan Service Category:
    • Job Search Services] Service:Labor Market Information
  5. DocuWare
    • RESEA – Orientation” to label the Back to Work Agreement, a signed Employment Plan, and Dislocated Worker supporting documents including the Addendum or Financial Aid Application.

Attachment 2 

Guidance for the Rapid Re-Employment Interview

When we can talk with a claimant in-person, we must make the most of the time and make sure we offer good service.

  1. Make sure we have assessed a customer's wants and needs, negotiated an employment plan, asked about any unemployment insurance issues, and offered referrals to open jobs, job search seminars, career readiness and career planning.
  2. It may be best to make sure the customer's WorkInTexas application is complete before ending the interview.
  3. Ask for a driver's license/acceptable ID and help the customer complete an Addendum or Financial Aid Application.
  4. Make sure the employment plan has clear next steps and follow-up/return dates.
  5. Make sure you have delivered the required elements for customers.
  6. Make sure you encourage the customer to give us feedback through our survey.
  7. Give the customer your business card and encourage him or her to call you with any questions or concerns.

Career offices may adjust the sequence, timing and scheduling of an interview depending upon the customer's wants and needs and the staff's judgement.

Don't do the following:

  1. Make a customer complete a WorkInTexas application by him or herself before arranging for the customer to interview with a staff member
  2. Make customers wait to form a group and then provide service to the group instead of each customer individually
  3. Force a customer to provide a driver's license/acceptable ID or complete the Addendum or Financial Aid Application

 

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