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18-03 Rapid Re-Employment:  Back to Work

WS 18-03

February 8, 2017

Basic & Expanded Services

Expires:  Continuing



Career Offices


Mike Temple
David Baggerly


Rapid Re-Employment:  Back to Work


This issuance replaces WS 17-16 and provides updated standards, guidelines, and procedures for our Back to Work service


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.  With the exception of providing information on Workforce Solutions, these elements must be completed with an in-person interaction/conversation with the customer.

  1. Assessing unemployment insurance eligibility.

    Unemployment Insurance claimants must be able to work and be available to work. Staff must review eligibility requirements for unemployment insurance and have the customer sign the Back to Work Agreement

    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 question, we help the customer connect with the Tele-Center for answers or help the customer begin the adjudication process if necessary.
  2. 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 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.

  3. A completed registration We make sure the customer has a complete registration in 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.  The customer can complete this requirement by reviewing the Back to Work page on

  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    

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 customer service 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.


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.  


  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

  4. Make sure offices know how to order Back to Work packets from the Infovine storefront. 


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


    • 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:

      • Going to the Back to Work page at or

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

    2. Rescheduling

      Sometimes customers have situations or circumstances that inhibit their ability to report to us as required.  A customer can reschedule if he/she contacts the career office referenced in her call-in letter before the originally scheduled date.  A customer must give us a good reason for rescheduling, such as a scheduled job interview, a temporary transportation issue, or temporary child care issues.

      Career office staff will have a process to assess a customer's request for rescheduling and respond quickly to the customer. 

      To reschedule an orientation, staff must take the following actions:

      • Log in to under their assigned office

      • Perform a Job Seeker Search and bring the customer into focus

      • Go to program information under the Maintain Account tab, click View RRES History

      • Click Reschedule under the Scheduled Orientations section

      • Click Schedule under Orientation Information

      • Document actions in counselor notes

      Additionally, staff must report potential issues about the customer's ability or availability to work if the reason provided by the customer prevents rescheduling within a short period of time.

    3. Reporting Potential UI Issues
      Occasionally, while rescheduling a customer or conducting the UI eligibility assessment, a customer may report issues that indicate they may not be available and/or able to work.

      Potential issues include, but are not limited to:

      • Transportation problems

      • Child care problems

      • Vacations or other events that require the UI claimant to be out of town

      • Illness or injury

      • Return to full-time work and continuing to file for unemployment benefits

      • RRES letter returned by the US Post Office

      • Any other issue that impedes a UI claimant's ability to obtain employment

      To report a potential issue to the Texas Workforce Commission, staff must:

    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 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.

      Note:  If the customer does not have a photo ID or was required to but did not register for Selective Service, do not pursue tagging the customer as a WIOA Dislocated Worker unless the customer is requesting financial assistance.

    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 (68), etc.
    4. WorkInTexas

      • For customers who complete the Rapid Re-Employment Process, enter:
        • Service Category: Assessment & Planning ] Service: RRES Orientation
        • Service Category: Assessment & Planning ] Service: Employment Plan
        • Service Category: Assessment & Planning ] Service: UI Eligibility Assessment
        • Service Category: Job Search Services ] Service: Labor Market Information
      • For customers who report employment or attended a Back to Work orientation within a 12-month period, enter:
        • Service Category: Assessment & Planning ] Service: RRES Exemption 

    5. DocuWare

      • Use “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.

      • Use “WF42 RESEA Transmittal” to label the Potential UI Eligibility form.

    Attachment 2

    Guidance for the Rapid Re-Employment InterviewWhen we can talk with a claimant in-person, we must make the most of the time and make sure we offer good service.

    • 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.

    • It may be best to make sure the customer’s WorkInTexas application is complete before ending the interview.

    • Ask for a driver’s license/acceptable ID and help the customer complete an Addendum or Financial Aid Application.

    • Make sure the employment plan has clear next steps and follow-up/return dates.

    • Make sure you have delivered the required elements for customers.

    • Make sure you encourage the customer to give us feedback through our survey.

    • 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:

    • Make a customer complete a WorkInTexas application by him or herself before arranging for the customer to interview with a staff member

    • Make customers wait to form a group and then provide service to the group instead of each customer individually

    • Force a customer to provide a driver’s license/acceptable ID or complete the Addendum or Financial Aid Application

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