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Workforce Investment Act E-Bulletin

Welcome to the Workforce Investment Act (WIA) E-bulletin. The Southwest ADA Center distributes this E-bulletin on a regular basis to provide technical assistance on how to effectively serve and include people with disabilities in all aspects of the WIA system and how to comply with the disability-related provisions of WIA and the ADA.

If you have topic ideas or best practices you would like to share in future issues, please e-mail them to swdbtac@ilru.org.

The information herein is intended solely as informal guidance and is neither a determination of your legal rights or responsibilities under the Act, nor binding on any agency with enforcement responsibility under the ADA. For additional technical assistance, email swdbtac@ilru.org or call our hotline at 800/949-4232.

WIA E-Bulletin Table Of Contents

I Introduction to the Evaluation Tools Designed by the NM-ONE Program for One-Stop Career Centers to Assure Quality Services for Customers with Disabilities

II The Quality Services Evaluation Tools

A. Tool # 1 Supporting Diverse Customers to Achieve Employment Success
B. Tool # 2 One-Stop Career Center Customer Checklist

______________________________________________________________________________

I Introduction to the Evaluation Tools Designed by the NM-ONE Program for One-Stop Career Centers to Assure Quality Services for Customers with Disabilities

What Works For People With Disabilities Can Work For Everyone!

The One-Stop System was created to provide assistance to all people seeking jobs. Therein lays the challenge of meeting the diverse needs of a wide range of individuals, including those with all kinds of disabilities.

As your One-Stop Career Center considers how to best serve people with various kinds of disabilities, keep in mind that what works for customers with disabilities can also result in improved services for many non-disabled customers.

The New Mexico Division of Vocational Rehabilitation's NM-ONE Program for One-Stop Career Centers (funded by the US Department of Labor Employment Training Administration) has developed two useful quality services evaluation tools that will help you evaluate and improve three service areas for people with disabilities as well as for your entire diverse customer base.

Those three areas of service are:

A. Access to your resources and services for diverse customers;
B. Assistance for diverse customers with using your resources and services; and
C. Feedback by customers about the use of your resources and services.

These tools entitled "Supporting Diverse Customers to Achieve Employment Success" and "One-Stop Career Center Customer Checklist" are found under Section II of this E-bulletin. Please feel free to reproduce these tools as long as you credit NM-ONE and DLRP.

The NM-ONE Program originally developed "Supporting Diverse Customers to Achieve Employment Success" to be used by One-Stop customers with and without disabilities. The original goal was to give the One-Stop customers a way to provide feedback to their local WIA board and One-Stop centers. The Southwest ADA Center, with permission from NM-ONE, has modified this tool for use by One-Stop operators. As a One-Stop operator, you will be able to effectively audit your Centers concerning general customer service areas such as the general accessibility of the One-Stop location and building, the ease of use of service forms and equipment by your customers, and the quality of the services provided by staff.

The "One-Stop Career Center Customer Checklist" provides a way to collect ongoing customer feedback about your Center's services. It is divided into several short sections treating the three quality service areas previously identified: accessibility, assistance, and feedback.

The Customer Checklist could be made available to all customers in your Center in a variety of formats and situations such as: online through your customer Web site(s)/registration, at the beginning or end of their use of the information technology resources; through a private counseling interview; and as handouts at the customer service desk for all those walking in or out of the Center.

*For more in depth information on complying with these laws including complete One-Stop legal requirements concerning physical access, signage, information technology, accessible parking, and other disability-related requirements go to the DLRP website at http://www.swdbtac.org or call 1-800-949-4232.
______________________________________________________________________________

II The Quality Services Evaluation Tools

A. Tool # 1 Supporting Diverse Customers to Achieve Employment Success
B. Tool # 2 One-Stop Career Center Customer Checklist

The first versions of these tools were developed by:

William Newroe
NM-ONE Program for One-Stop Career Centers
New Mexico Division of Vocational Rehabilitation
800-866-2253 (V)
800-659-4915 (TTY)
wnewroe@state.nm.us
http://cdd.unm.edu/csa/nmone.htm

A. TOOL #1 SUPPORTING DIVERSE CUSTOMERS TO ACHIEVE EMPLOYMENT SUCCESS

Tool #1 Table Of Contents

1. The One-Stop Career Center is Accessible to Diverse Customers.

a. Location
b. Getting into the Building
c. Entrance and the Space inside the Building
d. Equipment and Forms
e. Language

2. The One-Stop Career Center Offers Assistance that Meets the Needs of Diverse Customers.

a. Assistance (Universal Accommodations)

3. The One-Stop Career Center Improves Quality Through Actively Seeking Feedback from Diverse Customers.

a. Feedback

1. THE ONE-STOP CAREER CENTER IS ACCESSIBLE* TO DIVERSE CUSTOMERS

* Note: All One-Stop Career Centers should meet the following accessibility standards and guidelines:
ADA Title II - 28 CFR Part 35 - 28 CFR Part 35.150 & 35.151
ADA Accessibility Guidelines (ADAAG)
Rehabilitation Act - Section 508 - 36 CFR Part 1194 for E/IT Accessibility Standards.
Telecommunications Act - Section 255 - 36 CFR Part 1193 for E/IT Accessibility Standards.
Implementation of the Non-Discrimination and Equal Opportunity Provisions, Section 188 of the Workforce Investment Act (WIA) of 1998--29 CFR Part 37**

a. LOCATION

How easy is it to find out your One-Stop Career Centers?

__Yes__ No One name and symbol is used and publicized.

__Yes__ No One-Stop Career Centers are marketed to the public.

__Yes__ No Basic information about One-Stop Career Centers is easily available (for example: link to other websites, information packets in a variety of formats, drive-by pickup of information from outside information slots, toll-free phone number).

__Yes__ No One-Stop Career Centers offer orientation to services available to the community.

Where is the One-Stop Career Center located?

__Yes__ No The One-Stop Career Center is geographically located in an easy to find, central location in the heart of the town.

__Yes__ No The number and geographic location of One-Stop Career Centers matches the number of potential customers.

__Yes__ No Rural customers have access to One-Stop Services.

__Yes__ No Locations of One-Stop Centers are linked to other community resources (for example: community schools)

How easy is it to locate your specific One-Stop Career Center?

__Yes__ No Accurate information about One-Stop Career Center locations, phone numbers and e-mail addresses is available over a website and through a toll-free phone number.

__Yes__ No There is a sign on the street that says that this is the "One-Stop Career Center."

__Yes__ No The One-Stop Career Center external sign is big enough to see and be read from the street.

__Yes__ No The lettering and pictures on the One-Stop Career Center external sign is big enough to see and be read from the street.

How easy is it to get to and from the One-Stop Career Center?

__Yes__ No The One-Stop Center is in an easy to find, central location in the heart of the community.

__Yes__ No If public transportation is available, the One-Stop Career Center is located on a bus (or other disability accessible public transportation) route.

__Yes__ No The One-Stop Career Center identifies and shares transportation options for customers.

__Yes__ No The One-Stop Career Center offers flexible hours to meet the needs of diverse customers.

__Yes__ No All One-Stop Career Center services are offered at one location.

Does the location feel safe?

__Yes__ No The neighborhood where the One-Stop Career Center is located feels safe to customers (for example: no bars on windows, gang tagging, or need for staff to be behind a glass partition).

__Yes__ No The One-Stop Career Center offers safety information for customers (for example: escort to transportation, buddy system, well lighted passageways).

__Yes__ No Outside areas of the Center are well lit.

b. GETTING INTO THE BUILDING

Can a customer enter easily from the street?

__Yes__ No Customers can enter the building without having to cross a busy street.

__Yes__ No A safe and accessible area exists for customers who will be dropped off at the One-Stop Career Center (for example: by taxi, family members, or service providers)

Is parking adequate?

__Yes__ No There are parking spaces sufficient with the required number of disability accessible parking spaces to accommodate the projected number of customers.

__ Yes __No Accessible parking spaces for cars have at least a 60-inch-wide access aisle located adjacent to the designated parking space. The access aisle is just wide enough to permit a person using a wheelchair to enter or exit the car. Parking spaces are identified with a sign and located on level ground (number of spaces required depend on the total number of parking spaces).

__Yes__ No Van-accessible parking spaces required are the same as accessible parking spaces for cars except for three features needed for vans: a wider access aisle (96") to accommodate a wheelchair lift; vertical clearance to accommodate van height at the van parking space, the adjacent access aisle, and on the vehicular route to and from the van-accessible space, and an additional sign that identifies the parking spaces as "van accessible" (number of spaces required depend on the total number of parking spaces).

__Yes__ No Accessible parking spaces are located on the shortest accessible route of travel to an accessible facility entrance.

__Yes__ No The surface of the parking lot is level and smooth.

Are there sidewalks and ramps?

__Yes__ No Ramps have smooth surfaces, are built at a correct angle and are close to the main entrance (approximately 1 to 12 slope).

__Yes__ No There is a sidewalk that leads to the front door that is level, smooth and wide enough for a wheelchair (32 inches wide minimum).

c. ENTRANCE AND SPACE INSIDE THE BUILDING

Can diverse customers move around easily?

__Yes__ No Doors are easy to open and close slowly (Open at 70° and close after seven seconds).

__Yes__ No The doorways are wide enough (32 inches wide minimum) for all persons, including wheelchair users to enter.

__Yes__ No The front door(s) is power operated.

__Yes__ No The One-Stop Career Center is on one level or provides an elevator (with adequate control heights, signage and space).

__Yes__ No The restroom door is wide enough (32 inches wide minimum) for all persons, including those who use wheelchairs to enter.

__Yes__ No There is a restroom stall easily accessed by people in wheelchairs (for example: grab bars surround the toilet area and the area is at least 30 X 40 inches; sink height is proper and space underneath is open).

__Yes__ No The number of accessible stalls matches the number of projected customers.

__Yes__ No The hallway is wide enough (36 inches wide minimum) for all persons, including wheelchair users.

__Yes__ No Chairs are available for people waiting in line (for example, if someone becomes tired, there is a place for the person to sit down).

__Yes__ No The One-Stop Career Center has ample (60 X 60 inches) uncluttered, unobstructed space for customers (including those who use wheelchairs) to move around (for example: there is space that is empty of desks and chairs where a person using a wheelchair or walker can move safely to needed destinations).

__Yes__ No There are signs inside the One-Stop Career Center that provide directions for customers.

__Yes__ No The signs inside the One-Stop Career Center use simple symbols, pictures, words, Braille and raised lettering.

__Yes__ No The floor surface is smooth and level; any carpet is thin (no more than ½ inch thick).

__Yes__ No Doorway thresholds are low (no more than 1 ½ inches).

__Yes__ No One-Stop Centers have a uniform layout so that the public is oriented no matter which center is visited.

Is the building big enough?

__Yes__ No The One-Stop Career Center square footage is adequate for the projected number of customers, including wheelchair users, in the area served by the Center, for activities and quiet work spaces.

d. EQUIPMENT AND FORMS

Are equipment and forms easy to use?

__Yes__ No The One-Stop Career Center equipment (for example: computers, fax, phone) is easy for diverse customers to use including those with various kinds of disabilities (blind, deaf, hard of hearing, limited manual dexterity, etc)

__Yes__ No The One-Stop Career Center forms are easy for diverse customers to fill out (both in print and electronic format).

__Yes__ No Customers can take forms home with them if they want to do so or receive them through the mail, on request.

__Yes__ No There is universal access to resources through the electronic technology (for example: maps of One-Stop Career Center locations, registration, orientation, training, forms are available over the Internet, on computer, by phone).

__Yes__ No Furniture and equipment meet the needs of diverse customers (surface height of tables/desks are 27 inches from floor to table bottom for accessible computers, copiers, fax. There is at least 30"x 48" clearance around and underneath the desks/tables. TTY is available with phone.).

__Yes__ No Adaptive software is available (for example, talking programs for people who are blind or who cannot read).

__Yes__ No Heights of displays (for pamphlets, brochures and job order displays are accessible from 9" to no more than 50").

e. LANGUAGE - COMMUNICATION

Are services and information available in diverse languages and media?

__Yes__ No Diverse customers can be served in their language of choice.

__Yes__ No Alternate language formats are available (for example: Braille, sign language, TTY and electronic).

__Yes__ No Translation resources are accessed (for example: local translators, "America's Job Bank" and www.google.com).

__Yes__ No Information (including orientation) is available in a variety of media (for example: electronically, CD-ROM, tapes, video, closed captions).

__Yes__ No Resources to obtain qualified sign language interpreters for the deaf and hard of hearing have been identified.


**For more in depth information on complying with these laws including COMPLETE One-Stop legal requirements concerning physical access, signage, information technology, accessible parking, and other disability related requirements go to the DLRP website at http://www.swdbtac.org or call 1-800-949-4232.

2. THE ONE-STOP CAREER CENTER OFFERS ASSISTANCE THAT MEETS THE NEEDS OF DIVERSE CUSTOMERS

a. ASSISTANCE (UNIVERSAL ACCOMMODATIONS)

Do staff assist customers immediately and help them get their needs met?

__Yes__ No The One-Stop Career Center entry process is streamlined and user-friendly.

__Yes__ No One-Stop Career Center staff members greet, direct and accommodate (as the customer indicates accommodations are needed) customers immediately as they arrive at the Center.

__Yes__ No One-Stop Career Center staff members help customers find where they need to go as they move through services.

__Yes__ No One-Stop Career Center Staff wear nametags.

One-Stop Career Center staff members help customers:

__Yes__ No Fill out forms.
__Yes__ No Use computers.
__Yes__ No Get on-line.
__Yes__ No Use the fax.
__Yes__ No Make phone calls.
__Yes__ No Write resumes.
__Yes__ No Learn about jobs.
__Yes__ No Immediately (right then and there).

One-Stop Career Center staff members:

__Yes__ No Are trained as active listeners with questions to ask diverse customers (for example: "May I be of assistance?" "Is there something I can do for you to make this easier?" "What will help you be successful at this job?")
__Yes__ No Build rapport and then assess individual capabilities compared to requirements of job desired.

__Yes__ No Educate customers about career options that may be of interest.

__Yes__ No Make referrals to appropriate resources.

__Yes__ No Making appropriate referrals to DVR instead of referring all customers with disabilities to DVR in place of the One-Stop providing any or all services.

__Yes__ No Use language and behaviors appropriate to people with differing abilities (for example: customize services to the person as an individual with unique capabilities and needs rather than as a disability stereotype).

__Yes__ No Use simple language in instructions and explanations.

__Yes__ No Include some staff members who are bilingual in languages customers prefer (for example: simple sign language for non-complex communication needs, Spanish).

__Yes__ No Include staff with disabilities.

__Yes__ No Have knowledge and information about a broad range of disabilities, rights, issues and resources.

__Yes__ No Offer and/or arrange follow-up support.

__Yes__ No Minimize intrusive environmental issues (for example: chemical smells, noise, flashing lights, clutter) and provide quiet areas.

__Yes__ No Offer individuals extra time to complete processes and training as needed.

One-Stop Career Centers offer jobs:

__Yes__ No In diverse locations in the geographic area served.

__Yes__ No That match varying capabilities (determined through job sampling and work assessments as needed).

__Yes__ No With a range of hours (both part-time and full-time).

__Yes__ No Include job sharing options where a customer can perform a specific task.

__Yes__ No That include job descriptions describing essential job functions.

Are attitudes as well as resources individualized and capability based?

__Yes__ No One-Stop Career Centers link with disability resources (for example: Division of Vocational Rehabilitation, Commission for the Blind, independent living centers, school to adult transition programs, People First self-advocate groups, community providers).

__Yes__ No One-Stop Career Center staff develop job networks (for example: employers and personal contacts in rural areas).

__Yes__ No One-Stop Career Centers offer mentorship and job shadowing options.

__Yes__ No One-Stop Career Centers offer training in basic job seeking skills.

__Yes__ No One-Stop Career Centers provide career advancement options and make sure people progress to living wages tied to standard of living for the local community.

Do staff members protect confidentiality?

__Yes__ No One-Stop Career Center staff members clearly and simply explain customer confidentiality protection.

__Yes__ No One-Stop Career Center staff members assure that identifying information such as Social Security numbers is protected from identity theft.

Do staff members offer complete, accurate information about additional resources?

__Yes__ No One-Stop Career Center staff members explain the additional resources available to eligible customers through the Division of Vocational Rehabilitation, tribal resources, partnership and other resources.

__Yes__ No Each One-Stop Career Center includes a DVR Counselor on site at least some of the time.

__Yes__ No One-Stop Career Center staff members make referrals to appropriate sources.


3. THE ONE-STOP CAREER CENTER IMPROVES QUALITY THROUGH ACTIVELY SEEKING FEEDBACK FROM DIVERSE CUSTOMERS

a. FEEDBACK

Does the One-Stop Career Center continuously solicit and implement customer feedback in a user friendly way?

__Yes__ No The One-Stop Career Center collects comparable immediate feedback using a variety of methods (for example: exit surveys, survey tied to computer use written surveys)

__Yes__ No One-Stop Career Centers invite people with disabilities to assess quality of services on an unannounced, unidentified, drop-in basis (mystery shopper).

__Yes__ No One-Stop Career Centers collect feedback information following the visit (for example: follow-up interviews, phone survey, 1-800#, on-line feedback).

__Yes__ No One-Stop Career Centers collect feedback from the community (for example: town hall forum).

__Yes__ No One-Stop Career Centers collect longitudinal follow-up information (for example: job retention studies [including wages tied to living standards])

__Yes__ No One-Stop Career Centers publicize how suggestions for improvement are implemented.

__Yes__ No All One-Stop Career Centers ask the same feedback questions (for example: "Did you get help?" "Were you treated fairly?" "Did people listen to you?" "Were you provided with the accommodations you need?") across formats in simple, concise language with the location being commented on identified so that data collected is comparable.

__Yes__ No Feedback questions are developed, field-tested and periodically refined with input from "mystery shoppers."

__Yes__ No One-Stop Career Centers collect data about missing resources needed by diverse customers.

__Yes__ No All data collected by One-Stop Career Centers is reported regularly to WIA Boards.

__Yes__ No One-Stop Career Centers statewide have uniform, person-centered policy to assure that quality indicators are implemented.

__Yes__ No One-Stop Career Centers identify where best practice is occurring and offer mentorship to other One-Stop Career Centers.

__Yes__ No WIA Boards include people with disabilities and advocates to give feedback on service quality.

B. Tool #2 ONE-STOP CAREER CENTER CONSUMER CHECKLIST

Visitor's Name:

Visitor's e-mail:

Phone:

Address:

One-Stop Career Center Visited:

Date Visited:
………………………………………………………………………………………………………

Accessibility:

__Yes__ No Is the Center in an easy to find, central location in the heart of your town?
Comments:

__Yes__ No Is there a sign on the street that says that this is the "One-Stop Career Center"?
Comments:


__Yes__ No If yes, is the sign and lettering/pictures big enough to see and be read from the street?
Comments:

__Yes__ No Is the Center on an accessible bus route (or other public transportation route)?
Comments:

__Yes__ No Does the neighborhood where the Center is located feel safe to you?
Comments:


__Yes__ No Are there enough parking spaces (including Accessible spaces) in the parking lot?
Comments:

__Yes__ No Is the surface of the parking lot easy to walk or roll on?
Comments:


__Yes__ No Can you get in through the door easily?
Comments:

__Yes__ No Are the restrooms easy to enter and use?
Comments:


__Yes__ No Are the hallways wide enough?
Comments:


__Yes__ No Is the equipment easy to use?
Comments:


__Yes__ No Were there signs that said where to go?
Comments:


__Yes__ No If there were signs, were the signs easy to follow (both simple words and Pictures)?
Comments:


__Yes__ No Were the forms (registration, application) you had to fill out easy?
Comments:


__Yes__ No Could you take the forms home with you if you wanted to do so?
Comments:

Assistance:

13. Did someone: (Circle all that apply)

13a. Greet you immediately when you went into the Center?

13b. Help you find where you needed to go?

13c. Help you fill out forms?

13d. Help you use computers?

13e. Help you get on-line?

13f. Help you use the fax?

13g. Help you make a phone call?

13h. Help you write a resume?

13i. Help you learn about jobs?

13j. (Circle one):

- Ask you to make an appointment and come back at another time?

- Help you immediately (right then and there)?
Comments:

Feedback:

__Yes__ No Was there a suggestion box or survey form for you to give feedback to the Center?

__Yes__ No If there was a suggestion box or survey form, was it easy to use?
Comments:

__Yes__ No Did someone tell you the survey or suggestion box was there?

__Yes__ No What suggestions did you make?
Comments:

__Yes__ No Does the Division of Vocational Rehabilitation (DVR) have an office in the One Stop?

__Yes__ No If yes, what did DVR have to offer you?

__Yes__ No What else can you tell us that you think could help make the One-Stop Career Centers better meet your needs?

If you have tools or tips that you would like to share with other One-Stop Career Centers, please submit them to swdbtac@ilru.org.

To unsubscribe to this E-bulletin distribution list, please send an e-mail to swdbtac@ilru.org with the subject: "unsubscribe to WIA list."

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contact us: DBTAC Southwest ADA Center
800-949-4232 or 713-520-0232 v/tty