ACTION BULLETINS (PY 2001)

AB 21 EMPLOYER CUSTOMER SATISFACTION

AB - # 21

Effective Date: Immediately


ACTION BULLETIN


TO: One-Stop Career Centers Site Managers

DATE: May 13, 2002

SUBJECT: Employer Customer Satisfaction


Purpose of Bulletin:
This bulletin provides guidance on the collection of employer information that is to be used to obtain State level customer satisfaction results under Title I of the Workforce Investment Act (WIA). The Alameda County WIB delegates collection of the employer information to the One Stop Operators, and their partner agencies or affiliates.

References:
· State WIA Employer Customer Satisfaction Directive; Directive WIAD01-13, March 11, 2002
· Workforce Investment Act of 1998, Section 136

Background:
Section 136 of WIA specifies core indicators of performance and their application to workforce investment activities in adult, dislocated worker, and youth programs. Four core measures apply separately to the adult, dislocated worker and older youth participants; three measures apply to younger youth. Two measures of customer satisfaction apply across the three funding streams, one measure for employers and one for job seekers. This directive relates to implementation of the employer customer satisfaction measures.

Policy and Procedures:
Employer customer satisfaction responses will be collected at the State level through telephone interviews. The State has entered into a contract with California State University (CSU), San Marcos to provide the actual interviewing services. The telephone interview process is as follows: Local Workforce Investment Areas (LWIA) will submit employer information to the State, a representative random sample of these employers will be taken, and the vendor will contact employers from the random sample and conduct the telephone interview.

The State must complete a minimum of 500 employer surveys annually across all funding streams with a 70% response rate. As stated in Training and Employment Guidance Letter (TEGL) 6-00, the three core customer satisfaction questions are as follows:

1. Utilizing a scale of 1 to 10, where “1” means “Very Dissatisfied” and “10” means “Very Satisfied, ” what is your overall satisfaction with the services provided from _____?

2. Considering all of the expectations you may have had about the services, to what extent have the services met your expectations? “1” now means “Falls Short of Your Expectations” and “10” means “Exceeds Your Expectations.”

3. Now think of the ideal service(s) for people in your circumstances. How well do you think the service(s) you received compare with the ideal service(s)? “1” now means “Not Very Close to Ideal” and “10” now means “Very Close to the Ideal.”

The State requires a sufficient pool of employers to successfully complete the 500 employer surveys and achieve a 70% positive response rate. If attained the rate will apply Statewide for all of the LWIAs in meeting the employer customer satisfaction performance standard. The State monitors the submission of data by LWIA.

Who will be surveyed?
Employers eligible for surveying include employers who have completed a substantial service or, if services are ongoing, when a full segment of service has been provided (e.g., after listing an open job order, the employer has received some referrals). All employers who have received a substantial service must be reported and are eligible to be chosen for inclusion in the random sample.

The State has defined substantial service; based on input from local and State interested parties:

A substantial service is one provided directly to the Employer in person or through another direct communication medium (email, telephone) that involves more than just the exchange of information. This definition excludes those employers who request a brochure or standard mailing, those who ask a question that is answered with little expenditure of staff time, or those who use electronic self-services.

How is employer information submitted to the State?
To submit employer information for inclusion in the customer satisfaction random sample, the One Stop Centers must use the Employer Customer Satisfaction Form, attached, to submit the employer information.

General employer information, such as the employer name and address, is entered on this form. It is important for One Stop Centers to provide a contact name when reporting employer information. The contact person should be aware of, and familiar with, the service(s) the One Stop Center provided the employer.

Upon receipt, WIB staff will enter the information into the JTA system and transmit to the State during the required monthly WIA participant report. WIB staff will keep a record, by One Stop Center, of submittals.

When should employer information be gathered and reported?
One Stop Centers, their partners and affiliates should submit employer information on an on-going basis as soon as a substantial service has been provided. The employer information will be transmitted to the State on the 20th of each month, so employer information for a given month should be entered by that date.

The State will compile and transmit employer information to CSU, San Marcos to draw the sample and conduct the telephone survey. In compliance with DOL requirements, employers should be surveyed within 60 days of the completion of the service or 30-60 days after a job order has been listed where no referrals have been made. Contacting employers as soon as possible after a service has been provided enhances survey quality, validity, and response.

What should be done when an employer receives multiple services?
In some instances, an employer may receive multiple services and have multiple contacts listed for the employer. Because employers are to be entered into the system as soon as a substantial service is provided, it will be the case that employers can be entered in the system multiple times for a given month. Steps will be taken by EDD, in partnership with CSU, San Marcos to ensure that no single employer will be contacted more than once a month.

What if employer services are being provided by one-stop partners?
If a partner is providing WIA funded services on behalf of the one-stop and partnership board, then the employer information should be submitted in the same manner.

Action:
· Provide copies of the Employer Customer Satisfaction Form to all staff, in the One Stop Center, who provide services to the employer customer.
· Inform staff of the requirement to submit employer information upon receipt of a substantial service.
· Inform staff that the requirement for submittal of employer information is effective immediately.
· Direct staff to submit all Employer Customer Satisfaction forms to Carol Reeves, MIS Data Entry Clerk, at fax number (510) 265-8270.

Information & Inquires:
Please contact Linda Slater, Information System Analyst, at (510) 259-3842 or by email at "lslater@co.alameda.ca.us"


Attachment:
Employer Customer Satisfaction Form



WORKFORCE INVESTMENT ACT
EMPLOYER CUSTOMER SATISFACTION
01 EMPLOYER NUMBER 02 EMPLOYER NAME
03 MAIL ADDRESS 04 CITY STATE ZIP

05 SERVICE NUMBER
06 EMPLOYER CONTACT 07 CONTACT PHONE( ) 08 CONTACT TITLE
09 ALTERNATE CONTACT 10 ALTERNATE PHONE( ) 11 ALTERNATE TITLE

12 ONE STOP CENTER CONTACT NAME 13 ONE STOP CENTER CONTACT PHONE( )

14 SERVICE BEGIN DATE 15 SERVICE END DATE
16 PROVIDED BY: 0 EDEN (W04) 0 ALAMEDA (W05) 0 BERKELEY (W06) 0 PLEASANTON (W07) 0 FREMONT (W08) 0 NEWARK (W10)
17 SERVICE DESCRIPTIONS: A SUBSTANTIAL SERVICE IS DEFINED AS A SERVICE THAT IS PROVIDED DIRECTLY TO THE EMPLOYER IN PERSON OR THROUGH DIRECT COMMUNICATION MEDIUM (EMAIL/PHONE). INVOLVES MORE THAN EXCHANGE OF INFORMATION SUCH AS A BROCHURE OR STANDARD MAILING. EXCLUDES ANY QUESTIONS THAT IS ANSWERED WITH LITTLE EXPENDITURE OF TIME, OR THROUGH ELECTRONIC SELF-ACCESS
Research Referred Service Provided business services in:Information Provided
Business to Business Government Offices
Business Financing Labor market info
Business Laws Employer Advisory Commt
Chambers Marketing
Employer Advis Committee Job Analysis
Economic development Hiring Incentives
Facility Use Facility Use
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Job Analysis Chambers
Job Development
Job or Trade Fairs
Labor Market Information
Other One-Stops
Other Partners
Rapid Response
Recruitments
Small Bus Dev Cntr
Training & Education
Workshop Development
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