Section 5.

One-Stop delivery system

In 1993, the New Jersey State Employment and Training Commission (SETC) prepared a Unified State Plan for New Jersey’s Workforce Readiness System that called for the development of an integrated Workforce Development System and laid out a vision and comprehensive strategy for the conduct of all workforce programs and services. The development of a comprehensive One-Stop system was a cornerstone of that plan.

In New Jersey’s 1993, 1996, 1999, and 2005 Unified Plans, the development of a comprehensive One-Stop System was recognized as the cornerstone in the State’s plans to develop a comprehensive, integrated and responsive Workforce Investment System.

New Jersey made a determination that every local WIB area must have at least one comprehensive One-Stop Career Center that is strategically located to ensure easy accessibility for customers. Significant emphasis is placed on co-locating all major One-Stop Partners^[1] so that a wide variety of services are readily available. Designed to serve both businesses and job seekers in a single location, the One-Stop Career Center provides the following services:

© Recruitment and job matching services for businesses;

© Self-directed and staff-assisted career planning and job search services;

© Career and job fairs;

© Literacy training and access to other community literacy resources;

© Job readiness training and support;

© Labor market information;

© Information on local job openings;

© Occupational skills training support; and

© Other resources designed to ensure that local businesses are able to find well-trained workers who are able to meet their needs.

One-Stop Partners provide these services through a number of programs and funding sources. (See the attached summary of these programs.) A summary of these is attached. The intent is to provide both a central location for customers to seek and receive a full array of services as well as a central hub to support coordination of all local workforce development resources and services.

A list of local One-Stop Career Centers can be found at www.wnjpin.com/oscc/index.html.

Fundamental One-Stop System Characteristics

In order to carry out these essential services, New Jersey has identified eight fundamental characteristics that all One-Stop Career Centers and Systems must possess:

© The workforce system will be accountable at all levels through the establishment of real performance measures that are meaningful to both job seekers and employers.

© One-Stop Career Centers must be fully accessible in support of universal access such that all individuals from the community who are seeking to find a new or better job can be served.

© Employers will be assisted in improving the quality of their workforce and in transforming their workplaces to maximize the skill and earning potential of their workers.

© The One-Stop System will be committed to a demand-side strategy that meets employers’ workforce needs.

© The workforce system will be consumer-based and market-driven as well as performance-driven and outcome-based.

© Attainment of fundamental literacy and basic skills will lie at the heart of the workforce system.

© Employers and workers will be involved in governance at all levels.

© The workforce system will provide access to lifelong learning.

Workforce Investment System Consolidation

In 2004, the State of New Jersey underwent a significant reorganization, consolidating all employment-directed and workforce development programs and activities, including programs for youth, welfare recipients and literacy that support the development of a qualified workforce under a single department—Labor and Workforce Development. In doing so, the stage was set for full integration of key workforce programs at both the State and local levels.

As a result of the State Consolidation, local Workforce Investment Boards (WIBs) were charged with developing Consolidation Plans that outline the specific steps they would take to integrate these programs and services into local One-Stop Systems and creating comprehensive One-Stop Career Centers and Systems capable of meeting the needs of employers, students, workers, and job seekers. Local WIBs were required to engage a full range of stakeholders in this planning process including private sector board members, local community-based organizations, One-Stop Partners, community colleges, economic development agencies, and State and local public agencies.

Local Consolidation Plans articulated each WIB’s vision for a comprehensive and consolidated One-Stop System including how services among the One-Stop Partners will be integrated. The planning process required local WIBs to engage in an evaluation of the current local One-Stop Systems against this vision and identify strategies for how they would transform the Systems to achieve their vision. In particular, WIBs were asked to focus on fully integrating literacy services and employment services for welfare recipients.

In developing its local system, each WIB area was required to establish a Comprehensive One-Stop Career Center that was viewed as the physical hub of the local workforce investment area. WIBs were also required to amend agreements (Memorandum of Understanding [MOU]) between themselves and the One-Stop Partners to identify the roles and contributions of each Partner to the One-Stop Career Centers, the underlying principles for how the One-Stop Career Centers would operate, the services that would be offered, and the expected results of those services.

One-Stop Career Center Services

New Jersey is intent on creating a strong Workforce Investment System that is capable of meeting the needs of employers as well as individuals. New Jersey’s One-Stop Career Centers are to be comprehensive and provide a series of services that any individual can access to aid him/her in achieving his/her career and employment goals, regardless of current skill levels. Businesses are linked to any number of services that support them in developing their current workers, finding qualified new workers and having other essential human resource needs met.

A minimum of three Partners must provide their full range of services at the comprehensive One-Stop Career Center site and all Partners are expected to contribute in some manner to the delivery of these services regardless of whether they have offices on-site. Each One-Stop Career Center must provide services in the following five areas:

Core Services

Core Services are services that any individual can use on his/her own. These services are designed to aid job seekers in helping themselves. They include:

¡ Access to job leads,

¡ Access to office equipment necessary to conduct a job search such as computers,

¡ Information on support services and training options,

¡ Easy to use assessment instruments and career planning guides, and

¡ Labor market information.

These services are offered through written tools and resources, group informational workshops and staff who can answer questions and point job seekers in the right direction.

Intensive Services

Intensive Services focus on providing more one-on-one support to customers and offer opportunities to build the fundamental job readiness/work success and basic skills necessary to obtain and retain any job today. Some of these Intensive Services can be provided on-site while others are accessed off-site through One-Stop Partners. Typically, on-site intensive services include:

¡ Comprehensive assessment and counseling,

¡ Basic skills,

¡ Job readiness training,

¡ Computer literacy skill development, and

¡ Other short-term, pre-vocational training.

The philosophy behind Intensive Services is simple. Employers frequently cite the need for individuals who have the job readiness/ job success skills along with the prerequisite basic skills, and at the same time, employment and training programs have historically served less than 10% of the eligible population due to funding constraints. By offering Intensive Services through a comprehensive One-Stop System, more individuals are served, services are targeted to the skill requirements most in demand by employers, and only those individuals best prepared and most in need of occupational skill development are enrolled in the more costly training programs.

Literacy Services

New Jersey has placed significant emphasis on making sure customers have access to literacy services. Each local area is required to have at least one Workplace Learning Link (WLL) that is connected directly to the comprehensive One-Stop Career Center. The Workplace Learning Link provides instruction for basic skills in the context of real world work situations, thereby building work readiness skills and literacy skills at the same time. The One-Stop system includes literacy providers and the WLL, the combination of which creates a continuum of services that address individuals at various levels of literacy preparedness.

Training Services

Occupational training services are offered to those individuals who are not successful in securing employment at a self-sufficient wage through Intensive Services or Core Services. These services are generally provided using Individual Training Accounts, which essentially are contracts with private and public training entities for a specific training program.

Business Services

In addition to providing this full range of services to local residents, WIA also places a significant focus on serving the local business community. New Jersey recognizes the employer as a customer of the One-Stop Career Centers. Accordingly, it has established Business Service Centers at each of its One-Stop Career Centers and identified dedicated staff to conduct business outreach. Business Service Centers are full service units designed to link employers with a wide range of services to meet their needs from identifying potential employees to assessing current employees for training needs to providing human resource related information.

Chartering One-Stop Career Centers

Consolidation provided the framework to move the One-Stop System across the entire State of New Jersey to achieve a more integrated system. However, the vision for the State’s One-Stop System goes well beyond integration—it seeks a System that is fully capable of providing the types of services businesses and individuals need to be successful in a customer-focused and friendly manner. In order to ensure the One-Stop System in New Jersey meets these high expectations, the SETC is developing a One-Stop Chartering system. This system will ensure that there is a common understanding among Workforce Investment Boards and One-Stop Partners about the expectations for a high quality of service delivery through local One-Stop Career Centers. Furthermore, the Charter will communicate to job seekers and employers that New Jersey’s Comprehensive One-Stop Career Centers have received a quality endorsement.

The SETC, in consultation with State and local Partners that include WIB Directors and One-Stop Operators, has developed chartering criteria. These criteria, based upon the Strategic Five-Year Unified State Plan for New Jersey’s Workforce Investment System, will serve as the baseline for assessing and issuing charters. (See the attached One-Stop Chartering Criteria.) The Chartering process will assess the extent to which Comprehensive One-Stop Career Centers:

© Offer programs and services that are customer need-based, are integrated and appear seamless to the customers,

© Offer programs and services that are delivered in a user-friendly, efficient and effective manner,

© Have a management structure between and among the WIB, One-Stop Partners and One-Stop Operator that ensures high quality services and maximum participation of all partnering organizations and their resources,

© Have facilities and services designed to promote universal access, customer choice and integration, and

© Have a WIB-developed system of accountability that includes quality standards and continuous improvement to support the further development of each One-Stop.

New Jersey’s Chartering process is designed to promote excellence in workforce development. It is to be viewed as a quality endorsement signifying that the One-Stop Career Center meets or exceeds New Jersey’s expectations for a high performing Center.

SETC ONE-STOP CHARTERING CRITERIA

Criterion #1: Customers (employers and job seekers) view the One-Stop as the source of workforce development related services.

© Customers are able to access all services through one location.

© Staff assisting customers in the career resource area or while providing other common functions will identify themselves by service function as One-Stop Career Center staff, not by any particular agency.

© State and local materials present consistent information as a single unit, service-focused One-Stop Career Center and identify particular agencies only when necessary.

© Services are provided in a consistent, integrated or coordinated manner across agency staff and in accordance with mutually agreed upon policies and procedures.

Criterion #2: Customers (employers and job seekers) receive assistance through a user-friendly service delivery system.

© Customers are individually greeted upon walking in the door.

© Staff proactively facilitate customers through the identification, access and use of all services.

© An adequately staffed public resource area is available to customers upon entering the One-Stop Career Center.

© There are clear and understandable signs and written materials to promote customer awareness of, access to and use of services in the career resource area.

© Career resource areas and activities are available during hours as appropriate to customer demand.

© Staff proactively facilitate customers who are enrolled in intensive services through the process of using services.

© Staff proactively facilitate employer customers through the process of using services.

© Services are provided in coordination with the employer at the Business Resource Center or at the employer site, whenever feasible.

Criterion #3: Customers (employers and job seekers) can access services in a timely manner.

© Customers are greeted and directed to services immediately upon entering the One-Stop Career Center.

© Customers can become aware of the services available (through written materials or display) immediately upon entering the One-Stop Career Center.

© Customers can access any service within a reasonable timeframe–immediately whenever possible.

© The frequency of scheduled services is determined by the level of customer demand.

© The level and number of any given resource is determined by the level of customer demand, e.g., there are enough computers.

© Employers receive services based on the timeframes they establish, whenever possible.

Criterion #4: Job Seeker customers receive services through a single service delivery system.

© A common Orientation to all One-Stop services is provided and integrated into any required program-specific orientations.

© An integrated or coordinated outreach strategy is used to eliminate duplication of efforts.

© An integrated or coordinated intensive service eligibility/application process is implemented to eliminate duplication or extra steps for the customer.

© An integrated or coordinated assessment process including common tools is implemented such that there is no duplication or extra steps for the customer.

© An integrated or coordinated case management system is implemented such that there is no duplication or extra steps for the customer and service plans are consistent and supportive of one another.

© An integrated or coordinated employment facilitation system is implemented so that the process for connecting customers to jobs is coordinated with business services as well as job seeker customers having access to the entire pool of job leads.

© The gathering of data from the customer is conducted through an integrated or coordinated manner that facilitates sharing of information between agencies.

Criterion #5: Employer customers receive services through a unified business services delivery system.

© An integrated or coordinated outreach strategy through the Business Resource Center is used to eliminate duplication or extra contacts.

© An integrated or coordinated job matching and referral strategy through the Business Resource Center is used to ensure that applicants are properly screened and matched to the specific skill requirements of employers.

© An integrated or coordinated process is established to refer employer customers to specific services offered both through the One-Stop Career Center and by community-based Partners.

© Materials present information as a single unit, service-focused One-Stop Career Center and only identify particular agencies when necessary.

© Customers can learn about all services available from any staff member they encounter.

© Customers are offered access to a broad range of services (including both government and non-government programs and services) that address the needs of the business community.

Criterion #6: Customers (employers and job seekers) are able to access the services they need to successfully achieve their goals.

© Services address the needs of all local population groups.

© A continuum of services is offered where customers receive the most appropriate services based on their employment readiness level to support them in achieving their short and long-term goals.

© Services are offered through a variety of means (e.g., written, video, workshop) to accommodate the various customers served.

© Staff is available, where appropriate, to meet the special needs of customers (e.g., bi-lingual staff).

© Customer referrals to services both in the One-Stop Career Center and in the community are staff facilitated.

© Service plans are specifically designed to address customer’s individual needs.

© Customers understand the connections between and among services and how each will help them achieve their short-term and long-term goals.

© Assessment plays a central role in assisting staff and customers in determining the customer’s employment readiness level and the services he/she needs.

© Staff provide active case management to customers both before and after they obtain employment.

© Outreach is conducted to multiple customer segments including non-mandatory customers.

© Services are targeted to businesses within primary industries, growing industries and those with current or anticipated workforce shortages.

© Employer customers will be provided a single point of contact through which to access all employer services.

© The manner in which services are provided to employers is based on meeting the individual needs and hiring practices of the specific employers.

Criterion #7: Customers (employers and job seekers) are able to easily access the assistance of knowledgeable staff.

© Staff is clearly available and identifiable so that customers know who to ask for help.

© All Partner staff are knowledgeable about all service components (Core, Intensive, Business) and how to access and use the services and resources available, (e.g., computers, self-directed assessment, literacy services, assistive technology).

© Staff clearly understand how to determine a customer’s needs, identify appropriate services to address those needs and initiate the referral process as appropriate.

© Staff is knowledgeable about all policies, procedures and other documents guiding the provision of all services.

© At least one staff member is available at all times to address intensive services customer issues requiring immediate attention.

© At least one County Welfare Agency staff member is available at all times to assist with critical issues related to welfare cases including compliance and supportive services.

© At least one staff member is available at all times to address an employer inquiry.

Criterion #8: Customers (employers and job seekers) can expect that services offered through the One-Stop Career Center will be continuously improved and that they can provide input into these changes.

© There is a customer service evaluation process and measurement system in place that measures satisfaction with both the overall service/experience and with each specific service offered.

© All staff and management participate in and contribute to an annual evaluation and ongoing periodic review of the Center services as well as the development and implementation of improvement measures.

© Management and staff review the results and utilize the results of customer satisfaction surveys to improve One-Stop performance.

© A continuous improvement plan has been established that includes yearly goals and progress and accomplishments of previous goals.

© A process is in place to identify and address dissatisfied customers and address their concerns.

Criterion #9: Customers (employers and job seekers) can expect that One-Stop Career Centers will be well managed and supported by all Partners, the One-Stop Operator and the WIB.

© The Partners, One-Stop Operator and WIB have developed concrete and meaningful action steps to achieve their agreed upon goals and objectives.

© All levels of staff and management know and understand the vision, goals and objectives.

© The One-Stop Operator manages the day-to-day operations of the One-Stop Career Center(s).

© There is regular and meaningful communication between the WIB, the Partners and the One-Stop Operator, and between the One-Stop Operator and front-line One-Stop Career Center staff about One-Stop operations including regularly scheduled and well-attended meetings.

© All Partners are held accountable for the successful implementation and operation of the One-Stop Career Center.

© There are clear and formal roles and responsibilities for the One-Stop Operator and Partners, particularly regarding common and co-managed functions/services.

© Partners are committed to staff development.

© Agency heads are personally involved in the planning and oversight process.

© Partners have invested in the One-Stop Career Center operations (e.g., staff time, funds, space).

Criterion #10: Customers (employers and job seekers) can expect that the One-Stop Career Center will be high performing and provide quality customer service.

© The One-Stop Career Centers will meet or exceed their State-negotiated WIA, WIA Title II and Human Services performance standards on identified common measures.

© Performance indicators and/or outcomes related to the common measures have been identified for the Center as a whole.

© Performance indicators and/or outcomes have been identified for each service provided by the One-Stop Career Center.

© A system is in place and activated that gathers data related to performance indicators, analyzes this data and uses the information to support continuous improvement efforts.

Criterion #11: Customers (employers and job seekers) receive services in a facility that accommodates their needs and expectations.

© The facility can accommodate special needs of customers (e.g., persons with disabilities).

© The facility has appropriate space for the Business Resource Center to conduct recruitment, applicant screening and other business-related services.

© The facility has a separate area or room where written employment-related materials and resources are available and kept up to date.

© The facility is clean, well maintained and well lit.

© There is adequate and usable workspace.

© The facility is easily accessible by public transportation and car, and there is adequate parking.

New Jersey “To-Work” Programs

Program	State Agency	Description	Populations Served
WIA-Adult	LWD	▪ Job Search ▪ Career Assessment ▪ Occupational Training ▪ Intensive Services Short-Term Training ▪ Basic Skills Training	▪ Economically disadvantaged ▪ Over age 18
WIA-Dislocated Worker	LWD	▪ Job Search ▪ Career Assessment ▪ Occupational Training ▪ Intensive Services Short-Term Training ▪ Basic Skills Training	▪ Unemployed due to lay-off ▪ Displaced homemaker ▪ Long term unemployed
WIA- Youth	LWD	▪ Job Search ▪ Career Assessment ▪ Occupational Training ▪ Intensive Services Short-term Training ▪ Basic Skills Training	▪ Economically disadvantaged ▪ Ages 14-21 ▪ In-school or out-of-school youth
Employment Service (ES) Wagner-Peyser	LWD	▪ Public labor exchange linking employers with job seekers & providing related services to both	▪ All job seekers ▪ All employers wishing to list job openings
Housing and Urban Development	LWD
Job Corps and Youth Corps	LWD	▪ Post-Secondary Education & Training ▪ GED ▪ Work-Experience ▪ Job Placement	▪ High school dropout ▪ Ages 16-25 ▪ State resident
NAFTA TAA North American Free Trade Agreement/ Transitional Adjustment Assistance		▪ Available to workers who lost their jobs as a result of North American or Mexican competition ▪ Provides reemployment benefits such as classroom training, on-the-job training, job search allowances, relocation allowances, & reemployment assistance	▪ Dislocated Workers
Rapid Response	LWD	▪ Dislocated Worker Unit receives news of mass lay-offs through phone calls from affected companies, workers, organized labor, or other sources ▪ Rapid Response contacts the company within 48 hours to ascertain the validity of information received ▪ Provides information on Unemployment Insurance, re-employment, & retraining of workers ▪ Pertinent information is obtained from the company including type of business, permanent or temporary layoff, number of workers affected, & organized labor affiliations