Collaborate. Innovate. Lead. careersourcepinellas.com June 24, 2021 - 9:00 A.M. Virtual Zoom Meeting *Join via Zoom - Meeting ID: 338 034 9468 Zoom Link *Dial in via Phone – Meeting ID: 338 034 9468 Phone: +1 646-558-8656 One-Stop Committee Agenda I. Welcome and Introductions ...................................................................... John Howell, Chair II. Public Comments III. Action/Discussion Items 1. Approval of Minutes – October 22, 2020 Meeting .................................................... Page 1 2. Policy Approval – Wagner-Peyser Administrative Policy 096 – Job Seeker Registration, Application and Services with Local Operating Procedures Approval .................... Page 18 3. Policy Approval – WIOA Administrative Policy 110 – Local Workforce Development Area and Board Governance with Local Operating Procedures Approval ...................... Page 27 4. Policy Approval – WIOA Administrative Policy 091 – Local Workforce Development Board Composition and Certification with Local Operating Procedures Approval ............. Page 45 IV. Other Administrative Matters (Items of urgency not meeting the seven-day guideline for review) V. Information Items 1. 2020-2021 One-Stop Goals Update……………………………….. .......................... Page 53 2. Reports a. Status of Enrollments ........................................................................................ Page 71 b. WIOA Primary Indicators……………………………………… ............................. Page 72 c. Center Traffic Flow ............................................................................................ Page 73 3. One-Stop Operator Update.................................................................................... Page 74 4. Program vs. Expenditure Review .......................................................................... Page 76 VI. Committee Members Comments VII. Adjournment Next One-Stop Committee Meeting – August 19, 2021 *All parties are advised that if you decide to appeal any decision made by the Board with respect to any matter considered at the meeting or hearing, you will need a record of the proceedings, and that, for such purpose, you may need to ensure that a verbatim record of the proceedings is made, which record includes the testimony and evidence upon which the appeal is to be based. *If you have a disability and need an accommodation in order to participate in this meeting, please contact the Executive Assistant at 727-608-2551 or [email protected]at least two business days in advance of the meeting.
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Transcript
Collaborate. Innovate.
Lead.
careersourcepinellas.com
June 24, 2021 - 9:00 A.M. Virtual Zoom Meeting
*Join via Zoom - Meeting ID: 338 034 9468
Zoom Link *Dial in via Phone – Meeting ID: 338 034 9468
Phone: +1 646-558-8656
One-Stop Committee Agenda
I. Welcome and Introductions ...................................................................... John Howell, Chair
II. Public Comments
III. Action/Discussion Items
1. Approval of Minutes – October 22, 2020 Meeting .................................................... Page 1
Application and Services with Local Operating Procedures Approval .................... Page 18
3. Policy Approval – WIOA Administrative Policy 110 – Local Workforce Development Area
and Board Governance with Local Operating Procedures Approval ...................... Page 27
4. Policy Approval – WIOA Administrative Policy 091 – Local Workforce Development Board
Composition and Certification with Local Operating Procedures Approval ............. Page 45
IV. Other Administrative Matters
(Items of urgency not meeting the seven-day guideline for review)
V. Information Items 1. 2020-2021 One-Stop Goals Update……………………………….. .......................... Page 53
2. Reports a. Status of Enrollments ........................................................................................ Page 71
b. WIOA Primary Indicators……………………………………… ............................. Page 72
c. Center Traffic Flow ............................................................................................ Page 73
3. One-Stop Operator Update.................................................................................... Page 74 4. Program vs. Expenditure Review .......................................................................... Page 76
VI. Committee Members Comments
VII. Adjournment
Next One-Stop Committee Meeting – August 19, 2021
*All parties are advised that if you decide to appeal any decision made by the Board with respect to any matter considered at the meeting or hearing, you will need a record of the proceedings, and that, for such purpose, you may need to ensure that a verbatim record of the proceedings is made, which record includes the testimony and evidence upon which the appeal is to be based.
*If you have a disability and need an accommodation in order to participate in this meeting, please contact the Executive Assistant at 727-608-2551 or [email protected] at least two business days in advance of the meeting.
In accordance with Article VII, Section 1(H), of the approved WorkNet Pinellas By-Laws: Minutes shall be kept of all Board and Committee meetings. Minutes shall be reviewed and approved at the next CareerSource Pinellas Board or Committee meeting as appropriate. The official minutes of meetings of the Board and Committees of the Board are public record and shall be open to inspection by the public. They shall be kept on file by the Board Secretary at the administrative office of CareerSource Pinellas as the record of the official actions of the Board of Directors. The draft minutes from the October 22, 2020 meeting of the One-Stop Committee have been prepared and are enclosed.
RECOMMENDATION Approval of the draft minutes, to include any amendments necessary.
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CareerSource Pinellas One-Stop Committee Minutes
Date: October 22, 2020, at 9:00 am Location: *Virtual Zoom Meeting Call to Order Filling in for Chair John Howell, Mark Hunt called the meeting to order at 9:01 am. There was a quorum with the following members participating. Members in Attendance Jody Armstrong, Mark Hunt, Jason Krupp, Samuel Kolapo, Tiffany Nozicka, Dr. Rebecca Sarlo, Pattye Sawyer Members Not in Attendance Candida Duff, John Howell Guest Shellonda Rucker Staff Jennifer Brackney, Michelle Moeller, Mary Jo Schmick, April Torregiante, Cindy Hockridge Action Item 1 – Approval of Minutes The minutes from the August 20, 2020, One-Stop Committee meeting were presented for approval.
Motion: Jody Armstrong
Second: Rebecca Sarlo
The minutes were approved as presented. The motion carried unanimously. There was no further discussion. Other Administrative Matters None
Information Item 1 – One Stop Goals Update 2020–2021 Goal I - Develop Robust Partnerships with Employers Objective 1: Develop and execute a marketing strategy to build awareness with businesses about engagement and available services. To maximize impact and ROI, CareerSource Pinellas has developed a new website; faster, easier to navigate, and more user-friendly. The marketing department re-strategized their efforts to put emphasis on easily accessible content and collateral to provide customers and partners with the most accurate, up-to-date information, and share knowledge and expertise in the field of workforce development. The strategized plan includes a biweekly “Workforce News” newsletter that contains program updates and success stories. Additionally, CareerSource Pinellas is committed to creating one annual report per year containing a comprehensive report on the activities from the preceding year. The latest Annual Report, completed in September, provides board members extensive information about the latest programs and financial performance of CareerSource Pinellas. Additionally, social media efforts have been overhauled, providing authentic content to reach customers and community partners. Paid and proactive social media campaigns have been advantageous in allowing us to boost our views and designate posts to include events, networking groups, workshops, and interview tips.
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Lastly, CareerSource Pinellas has partnered with Tucker Hall, Public Relations Firm to assist with strategic communications and to amplify our voice in the Tampa Bay area. Objective 2: Develop methods that help businesses navigate the workforce system’s services and that
connect them with qualified applicants.
EmployFlorida Job Referrals and Placement Reports The EmployFlorida (EF) system allows for customer self-referrals and staff assisted referrals to open job
orders. Each customer in EF must have a full background entered and a staff completed Personal
Individual Record Layout (PIRL) before a staff assisted referral can be entered. The staff then match the
job requirement to the customer’s skills to ensure a quality referral is being made. Employers can review
both types of referrals on their job order at any time by reviewing their EF job order.
When a job placement is made, it is recorded one of three ways in the EF system: as a Direct Placement,
an Automated Obtained Employment, or a Staff Entered Obtained Employment. These can be obtained
through directly working with the customer, referring them to an open job that they qualify for, and by
obtaining the information from a newly employed participant through automated or staff entered methods.
Work-based Learning Reports Paid Work Experience is a career preparation program intended to introduce young workers to a business environment, with a focus on skill development in high demand occupations. Employers may utilize the OJT program to effectively mitigate the upfront training costs associated with hiring new employees.
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Objective 3: Partner with employers to engage in barrier reduction of those applicants/workers who are work ready and need help with transportation, continuing education, childcare, etc. Support services are available to WIOA and WT participants when requested and who demonstrate a need. Available support services include:
Childcare (WTP only) Transportation Tuition and Required Training Related Costs GED and/or Peen Foster (High School Diploma) Ancillary Services, such as uniforms (WTP Only)
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Goal II - Strengthen Partnerships with Organizations that Provide Educational Opportunities Objective 1: Compile all Labor Market Information (LMI) data and information to work together to create LMI Briefs that can be used by jobseekers, employers, and other workforce organizations in easy to consume formats. LMI Briefs
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Objective 2: Convene with employers to identify skills needs and align education providers’ offerings to current and future skill needs. The current Regional Targeted Occupations List (RTOL) was recently approved by the Board for PY’ 2020-2021. This item is approved annually in May of any given year and adopted for the subsequent program year. Training areas within the RTOL include occupations identified as critical to the five targeted industry sectors: Healthcare, Manufacturing, Information Technology, Financial and Professional Services, and Construction. CareerSource Pinellas follows DEO Guidance to remain compliant and has an approved policy for processing training vendors. The approved list is currently available on the CSPIN website via following link, under general resources: https://careersourcepinellas.com/employers/how-to-become-a-training-provider/ The targeted training opportunities are outlined in the Targeted Occupations List. The approved regional targeted occupation list is located on the CSPIN website at: https://careersourcepinellas.com/employers/how-to-become-a-training-provider/ Objective 3: Provide easy to use ‘Career Maps’ for jobseekers to use for education/training and to obtain necessary credentials and next steps on a career path. The current Approved Training Provider List (ATPL) outlines educational options for job seekers and is located at https://careersourcepinellas.com/job-seekers/wioa/. Data provided on this list is continuously updated and subject to change. Objective 4: Ensure there is a talent pipeline that connects Business Services staff between CareerSource and educational institutions.
CSF 2019 Apprenticeship Expansion grant: $100,000
This grant will target expanding apprenticeship opportunities in the Tampa Bay region, targeting Pinellas County. The grant will fund the development of a centralized Apprenticeship Portal to increase awareness and knowledge of local apprenticeship programs. It will also expand apprenticeship by funding 82 enrollments into an apprenticeship, providing supportive services, and assisting with On-the-Job Training for an employer sponsor.
YouthBuild Update The YouthBuild program has been closed to students through the first quarter. A no-cost extension of the grant period has been requested to ensure we have the time to meet our goals. When the extension is granted, another modification will be submitted to include the contract with the Home Builders Association, along with other budget and programmatic changes. A start date for the next cohort will be set as soon as the second modification is approved. Goal III - Expand Outreach to Jobseekers Objective 1: Target outreach efforts based on areas of opportunity.
Career Pathways – Soft Skills Grant Overview
CareerSource Pinellas is partnering with People Empowering & Restoring Communities (PERC) to assist in filling these employer needs. PERC offers training in 4-week essential skills and STARS, in combination with manufacturing training provided by The People of Manufacturing (TPOM). There was one virtual class with three new enrollments in Quarter 1. The class started on October 6, 2020. WIOA developed an online fillable form to assist with obtaining enrollments.
Recruitment Events Previously, In-House Recruitment (IHR) Events were held weekly in the Career Resource Centers to bring local businesses and career seekers together to discuss opportunities. As CareerSource Pinellas moves to a virtual platform, the IHR’s have been renamed Virtual Recruitment Events (VRE) and are now being held virtually to continue supporting local businesses by providing opportunities to facilitate meaningful connections.
Networking Groups The Professional and Career Networking Groups provide professional and entry-level job seekers the ability to connect and interact with their peers as well as a dedicated Business Services Representative. In addition, candidates are provided access to additional training to make them more marketable to hiring employers. Guest employers may also be featured during the weekly meetings, improving the employers’ visibility to a diverse talent pool.
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Career Fairs
It is CareerSource Pinellas’ mission to support local businesses and community partners, by providing opportunities to connect jobseekers with employers. These events provide businesses with the opportunity to meet and consider qualified jobseekers for open positions. As we move into a new landscape, these connection events will occur via virtual platforms.
Objective 2: Expand the virtual delivery of service system currently in place. CareerSource Pinellas utilizes a range of tools and tactics to help raise awareness and encourage use of services and programs. The outreach strategy includes an emphasis on digital resources, as well as television, radio, and print advertising to reach customers. Each message is developed to reflect a call to action to job seekers interested in career advancement, and employers encouraging them to visit careersourcepinellas.com. A suite of social media platforms compliments other outreach efforts aimed at informing and engaging job seekers, workers, and businesses.
CareerSource Pinellas is contracted with Saint Petersburg College for PY’2020-2021 to offer all workshops virtually.
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Virtual Courses
Objective 3: Conduct analysis of existing asset mapping to identify local community-based organizations and resource assets that might assist with outreach and service delivery. Partner Portal CareerSource Pinellas, along with the One-Stop Operator, has created and implemented a Partner Portal as a quick access tool to identify partners and connect customers to needed resources. The Partner Portal is a growing database of local partner profiles, providing a brief introduction of the organization, initial application info, basic program eligibility criteria, point of contact, locations, and preferred method of referral. This portal allows interaction between organizations to facilitate efficient and timely service delivery. Objective 4: Expand connections to priority populations (e.g., underemployed) through the library system, faith-based organizations, community-based organizations, and other places where individuals not normally served by the workforce system feel welcome. Full-Service and Satellite Center Updates The St. Pete and Gulf-to-Bay centers are open to the public by appointment. While so many programs are on required activity waivers, available appointment times are more than sufficient to meet the demand.
CareerSource Pinellas is looking at utilizing additional space within the center to expand the number of available appointments or to offer space for walk-in traffic so we will be ready to meet the community need once the waivers end. CareerSource Pinellas and Pinellas County completed an agreement to open a new Satellite center in the Lealman Exchange. This centrally located Career Resource Center will have computers and resources available for the local community. A mutually agreeable opening date will be announced soon. Objective 5: Support employment through a system of wraparound services that is responsive to each individual’s diverse experience and needs. Please see Information Item 2b, Monthly Management Report, for the most updated employment rates and participation results for Welfare Transition, SNAP WIOA programs and Wagner-Peyser (WP) services. Please see Information Item 2d, full center traffic report
Please see Information Item 2c, WIOA Primary Indicators, through PY 19-20 Quarter 4.
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Goal IV - Build Organizational Capacity; Promote Change and Transformation of CareerSource Pinellas Objective 1: Continue the improvement and enhancement of the technology infrastructure internally for staff to be more efficient, improve communication among the system’s partners, and to increase user friendly access for customers. In order to continue improvements to the CareerSource Pinellas Technology Infrastructure, the following enhancements have been made to increase efficiency, communication, and accessibility for partners and customers.
• Migration of Exchange Server to MS O365
• Implementation of Virtual Server
• Upgrade Workstations Hardware
• Upgrade Workstation Operating Systems
• Migration of ATLAS to the CTS Cloud
• Conduct End-User Security Training
• Address Server Vulnerabilities per Abacode Objective 2: Ensure compliance and work with/train staff on the new ways to conduct business that reduces the burden on customers through streamlined processes. As a recipient of federal awards, CareerSource Pinellas is responsible for administering the
awards in accordance with applicable laws, regulations, provisions, and policies. Programmatic,
administrative, and fiscal monitoring is conducted to ensure the organization is fulfilling those
requirements.
DEO Monitoring DEO’s yearly programmatic monitoring for LWDB 14 is currently scheduled for April 12-16, 2021. USDOL Monitoring Timeline
Internal Monitoring Please see Information Item 3 for the full Internal Monitoring schedule. Objective 3: Develop methods to regularly listen to customers to test new processes before implementing them permanently. Customer Satisfaction Survey The Customer Satisfaction Survey has historically measured a customer’s satisfaction with the services received in the Career Resource Centers and has been obtained via web links on the Career Resource Center computers and via email. As we transition to a more virtual based service delivery, and gather more robust feedback from a larger number of customers, CareerSource Pinellas is transitioning to a Net Promoter survey used more frequently by businesses and is the core measurement for customer experience management worldwide. This style of survey measures customer loyalty and likelihood of referral and assigns a net promoter score that indicates how many of your customers are promoting your services.
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The overall Net Promoter score is 46%, which is 16% higher than the goal of 30%. The main comment from detractors was the attitude of the staff during their time there. The main comment from the promoters was that the staff was professional and helpful. In July and August, a total of 3,130 invitations were sent and 355 surveys were completed for an average response rate of 11%. Information Item 2–Reports A. Status of Enrollments – Snapshot report – Number of caseloads as of 09/30/2020
WIOA Adults: 426
Dislocated worker: 351
WIOA Youth: 292
Total: 1,069
SNAP
Career Counselor: 56
Automation: 7,158
Total: 7,214
B. Monthly Management Report (08/31/2020)
• Welfare Entered Employment Rate: 63.9%, ranked 9th in the state.
• Welfare Entered Employment Wage Rate: 84.0%, ranked 10th in the state.
• Welfare All Family Participation Rate: 6.1%, ranked 3rd in the state.
• Welfare Two-Parent Family Participation Rate: 6.1%, ranked 2nd in the state.
• SNAP Employment Rate (7/31/20): 12.5%, ranked 2nd in the state.
• WIOA Adult Entered Employment Rate: 100%, ranked 1st in the state.
• WIOA Adult Wage Rate: 138.2% of goal, ranked 8th in the state.
• WIOA Dislocated Worker Entered Employment Rate: 100.0%, ranked 1st in the state.
• WIOA Dislocated Worker Wage Rate: 176.1% of goal, ranked 4th in the state.
• WIOA In-School Youth Outcome Rate: N/A
• WIOA Out-Of-School Youth Outcome Rate: 100.0%, ranked 1st in the state.
• WIOA Younger Youth (14-18 years old) Positive Outcome Rate: 100.0%, ranked 1st in the state.
• Wagner-Peyser (WP) Entered Employment Rate: 32.7%, ranked 7th in the state.
WT Applicant: 261
WT Mandatory: 585
WT Transitional: 104
Total: 950
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• WP Entered Employment Rate (those already employed at time of first service): 34.5%, ranked 14th in the state.
• Short Term Veterans Entered Employment Rate: 42.3%, ranked 5th in the state.
• WP Job Placement Wage Rate: 69.4% of goal, ranked 21st in the state. C. WIOA Primary Performance Indicators have been released by the Department of Economic
Opportunity (DEO) for all Local Workforce Development Areas (LWDAs) for PY’2019-2020 through Quarter 4 or through September 30, 2020, under WIOA Reporting standards.
CareerSource Pinellas is exceeding 11 indicators (over 100% of goal) and meeting three indicators (over 90%) as published by the DEO through Quarter 4 PY’2019-2020. There are a total of 14 Primary Performance indicators.
DEO and CareerSource Pinellas negotiated PY’2020-2021 and PY’2021-2022 Primary Indicators. There are 4 new Primary Indicators; Youth Median Wage and Measurable Skills Gains.
D. Center Traffic
Last program year total traffic by location (PY’ July 1, 2019 – June 30, 2020): through Quarter 4 June 2020: Gulf to Bay – 22,723 St. Petersburg – 24,426; Tarpon Springs – 856; Tyrone – 2,729; EpiCenter – 315; YTD – 50,734 Current program year total traffic by location (PY’ July 1, 2019 – June 30, 2020) through Quarter 1 Sept 2020: Gulf to Bay – 1,947; St. Petersburg – 1,526; Tarpon Springs – Closed; YTD – 3,473
Highlights:
❖ During Quarter 1, CareerSource Pinellas remained open, and the South County and Gulf-to-Bay locations offered services virtually, as well as by appointment.
Information Item 3: All Programs Monitoring Schedule
Wagner-Peyser Internal Program Monitoring
As a recipient of federal awards, CareerSource Pinellas is responsible for administering the awards in
accordance with applicable laws, regulations, provisions, and policies. Programmatic, administrative, and
fiscal monitoring is conducted to ensure the organization is fulfilling those requirements.
Schedule Review Period Program Assigned Reviewer Summary of Review Results
July 2020- Sept 2020
Current Packets being Utilized
WT, SNAP, and WIOA Supervisor of
Programs
Review of intake packets to ensure all forms are current, correct, and of good quality
No Findings
July 2020 Current Inventory Supportive Services Finance A sample of cards to ensure balance is intact and on-site review of internal controls
N/A - COVID 19 Waiver, no issuances
August 2020 July-August 2019 Welfare Transition Supervisor of
Programs Review of WT case sample – IRPs and assigned hours
One data entry error, corrected
August 2020 July & August
2020 Supportive Services MIS Lead Desk Guide Process No Findings
July 2020- Sept 2020
Current Inventory Supportive Services Finance A sample of cards to ensure balance is intact and on-site review of internal controls
No Findings
Oct 2020 July–Sept 2020 SNAP Coordinator WTP/SNAP
Used DEO monitoring tool to review SNAP CC’s caseload
for accuracy
November 2020 September & October 2020
Supportive Services MIS Lead Desk Guide Process
December 2020 July 20 - Nov
2020 Welfare Transition
Supervisor of Programs
Sample of cases from each WT Career Counselor reviewed for overall
timeliness of case actions such as 2290’s, sanctions,
and hours
January 2020 November &
December 2020 Supportive Services MIS Lead Desk Guide Process
January 2021 - March 2021
Current Packets being Utilized
WT, SNAP, and WIOA Supervisor of
Programs
Review of intake packets to ensure all forms are current, correct, and of good quality
February 2021 January 2021 Welfare Transition
(including Lutheran)
WTP Lead / Coordinator WTP/SNAP
Sample of cases from each WT Career Counselor
reviewed using the DEO tool
March 2021 January &
February 2021 Supportive Services MIS Lead Desk Guide Process
March 2021 January-February
2021 SNAP
Coordinator WTP/SNAP
Sample of cases from each SNAP CC - reviewed using
the DEO tool
April 2021 – June 2021
Current Packets being Utilized
WT, SNAP, and WIOA Supervisor of
Programs
Review of intake packets to ensure all forms are current, correct, and of good quality
April 2021 January-March
2021 Welfare Transition
(including Lutheran)
WTP Lead / Coordinator WTP/SNAP
Sample of cases from each WT Career Counselor
reviewed using the DEO tool
May 2021 January-April
2021 SNAP
Coordinator WTP/SNAP
Sample of cases from each SNAP CC - reviewed using
the DEO tool
May 2021 March – April
2021 Supportive Services MIS Lead Desk Guide Process
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2. Coordinate Quarterly Meetings
a. Four quarterly partner meetings held during the year with strong partner engagement and
new addition of Partner Spotlight:
i. August 20, 2020 – 16 attendees from 7 partners; Partner Spotlight-Pinellas Ex
Offender Re Entry Coalition (PERC) and ServiceSource
ii. October 22, 2020
iii. February 18, 2021
iv. April 22, 2021
3. Memoranda of Understanding
a. MOUs with mandatory partners updated during the program year.
4. Universal Design/Barriers to Employment
a. Center visits to be conducted in November 2020 to assess current accessibility of
services.
5. Strategic Plan
a. Center visits to be conducted in November 2020 to assess current service delivery
against CSPIN vision of service. Summary of visits and recommendations will be
provided.
6. Customer Satisfaction Initiatives
a. Provided monthly analysis of Customer Service both onsite and remote; 100%
satisfaction.
b. Employability Skills Training surveys-Professional Networking Group shows the highest
response rate.
c. Net Promoter Survey (NPS) - response rate for August was up 6% compared to July roll-
out. 46% actual NPS score; goal is 30%.
d. Dynamic Works online customer service training refresher for all CSPIN staff is planned
for January 2021.
7. Internal Monitoring
a. Monitoring will be completed in December 2020 and June 2021.
Information Item 5: Program vs. Expenditure Review
July through August 2020
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Administrative Matters – Handout
A draft copy of the CareerSource Florida Administrative Policy – Supportive Services and Needs-Related Payments was included as a handout. As part of the compliance review, DEO would like us to have a Board approved Policy. After DEO finalizes the draft Policy, we will have it ready for Board approval. Ms. Brackney suggested a discussion about how the organization will move forward during this current shift in doing business. CareerSource Pinellas made the decision early on to remain open to the public and through the partnership with St. Petersburg College, have moved to workshops and a virtual platform to provide career counseling and other direct services remotely and via telephone. CareerSource Pinellas is now in a position to begin thinking more strategically about how to be proactive in addressing services from this point forward, rethinking the products and service delivery channels and how to deal with the increased number of job seekers that we are anticipating. Some ideas being discussed are a call center approach, smart sheet programs, and more virtual workshops. Jody Armstrong mentioned being proactive by reaching out to current users via email, phone, or text. Ms. Brackney said the professional networking groups have been well received, so we are looking to expand them and the call center concept. Mark Hunt added there are a multitude of platforms available that are conducive to short duration instructional platforms. The school district uses Canvas which is built for education. Jason Krupp said they created an appointment scheduling tool through Microsoft Outlook called Bookings, a module plugin where you can add your signature line and publish it on the website and allow people to set appointments on their own. It ties into your Outlook Calendar. The user has complete control over the length of the appointment. Another idea would be to send out robocalls with specific information you want to convey.
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Rebecca Sarlo mentioned some techniques they are using, such as strategically scheduling short meetings with specific touch points. Also, they are doing a lot of telephone outreach and nurturing emails that are sent with messages relevant to them specifically. Public Comments – There were none. Members Comments Jason Krupp shared they awarded approximately $80,000 to the first group of students who have completed quick response or rapid training. They have approximately $500,000 in scholarships that were just awarded. They will be offering new solar energy training and line worker training in the spring. Adjournment The meeting was adjourned at 9:46 a.m.
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ACTION ITEM 2
Policy Approval - WP Administrative Policy 096,
Job Seeker Registration, Application and Services
with Local Operating Procedures The Florida Department of Economic Opportunity (DEO) has instituted a new process related to
Local Operating Procedures (LOPs) that coincides with the release of new administrative policies.
The goal of this new process is to ensure DEO is providing the oversight and support needed for
Local Workforce Development Boards (LWDBs) to administer and operate workforce programs in
a manner that meets federal and state requirements. The process creates a timeline for
introducing new and revising current administrative policies issued by DEO.
The revised WIOA Administrative Policy 096 has been presented to the LWDB following this new
process. There will be more to follow.
Based on the release of WIOA Administrative Policy 096, this Administrative Policy with LOPs
includes all the DEO administrative policy requirements.
Highlighted Changes:
• Requirement of staff to obtain job seekers permission to create a pseudo-SSN, as well as
clarification that job seekers registered under a pseudo-SSN are not counted in the LWDB’s
federal performance measures
• Outlining the requirements for creation of a Wagner-Peyser (WP) application whereby
individuals are required to have a WP application
• Expanding on the recording of services provided to job seekers through Basic and
Individualized Career Services
• Providing a more detailed explanation regarding the exit of participants from WP services RECOMMENDATION Approval of WIOA Administrative Policy 096 - Job Seeker Registration, Application and Services
Administrative Policy with Local Operating Procedures (LOPs).
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Administrative Policy with Local Operating Procedures
Policy Number
WP-P-96-14
Title: Job Seeker Registration, Application and Services
Program: Wagner-Peyser
Effective:
Revised:
I. PURPOSE AND SCOPE
The purpose of this policy is to provide Local Workforce Development Board 14 (LWDB 14) employees with the minimum requirements for job seeker registration and services in Employ Florida.
II. BACKGROUND
The purpose of the Employment Service system is to improve the functioning of the nation's labor markets by bringing together qualified job seekers and employers who are seeking workers. Additionally, each state must administer a labor exchange system that can:
a) Assist job seekers find employment and promoting their familiarity with
Employ Florida. b) Assist employers fill jobs. c) Facilitate the match between job seekers and employers. d) Participate in a system allowing for the movement of labor among the
states, including the use of a standardized classification system. e) Meet the work test requirements of the Reemployment Assistance
program. f) Provide labor exchange services as identified in Section 7(a) of the Wagner-
Peyser Act.
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Job Seeker Registration, Application and Services
Policy Number WP-P-96-14 Page 2 of 8
The Wagner-Peyser Act, as amended by the Workforce Innovation and Opportunity Act of 2014 (WIOA), provides specific guidelines for job seeker registration. 20 CFR 652.207 requires labor exchange services be made available to all job seekers, including Reemployment Assistance claimants, veterans, migrant and seasonal farmworkers, and individuals with disabilities. As described in the Wagner-Peyser Act, the state must have the capacity to deliver statewide labor exchange services through self-service, facilitated self-help service, and staff-assisted service.
III. AUTHORITY
Wagner-Peyser Act of 1933, as amended by the Workforce Investment Act of 1998 and the Workforce Innovation and Opportunity Act of 2014
Workforce Innovation and Opportunity Act of 2014
20 CFR 652.207, 652.3, 677.150(a)(3), 1010
Training and Employment Guidance Letter Number 10-16, Change 1
DEO Administrative Policy 03-040
IV. POLICIES AND PROCEDURES
A. Job Seeker Registration Requirements Job seekers who use self-service may be registered in Employ Florida, but registration is not required. Job seekers receiving Wagner-Peyser funded, facilitated self-help (hereafter referred to as “informational services”) and staff-assisted services must complete either a partial or full registration on the Employ Florida website. For job seekers to receive staff-assisted services, career center staff must create a Wagner-Peyser application in Employ Florida as outlined in Section IV.F Wagner-Peyser Application of this policy. Job seekers may self-register or career center staff may register a job seeker. Prior to registering a job seeker, career center staff must first check to see if the job seeker is already registered in Employ Florida. If the job seeker is not already registered, career center staff must ensure they have obtained the job seeker’s permission prior to creating a new registration. LWDB 14 has established local operating procedures that allow the job seeker’s permission to be obtained either verbally or in writing. A case note must be included on the job seeker’s account stating the job seeker granted staff permission to create the account.
Note: For instructions on how to complete a job seeker registration, please refer to the Manage Individuals Chapter of the Virtual One-Stop User Guide.
1. Migrant and Seasonal Farmworker Registration Migrant and Seasonal Farmworkers (MSFWs) may complete either a partial or full registration in Employ Florida in accordance with Administrative Policy 03-040 - WP MSFW and Agricultural Employer Services Procedures. For MSFWs to receive staff-assisted services, a Wagner-Peyser application must be created as outlined in Section IV.F Wagner-Peyser Application of this policy.
2. Use of Pseudo Social Security Numbers
Staff can create pseudo social security numbers (SSNs) for the sole purpose of registration in Employ Florida. The only reasons for which a pseudo-SSN may be created are when a job seeker requests not to use his/her SSN or when a duplicate registration exists. A pseudo-SSN may not be used to create a registration for a job seeker without his/her knowledge and consent due to staff not having the job seeker’s SSN. Pseudo-SSNs cannot be created by a job seeker.
To create a pseudo-SSN in Employ Florida, staff must enter information on the job seeker as follows:
• Enter “9” as the first digit.
• Enter the last two digits of the job seeker's birth year as the next two digits.
• Enter “00” as the two middle digits.
• Enter the month and date of birth sequentially as the last four digits.
Example Date of Birth: February 6, 1977 Pseudo SSN: 977 00 0206
If the pseudo-SSN is already being utilized, a unique number may be created by altering the middle two digits consecutively from “00” until an unassigned number is found. Once the pseudo number is created, it is the responsibility of staff to enter the registration for the job seeker.
Upon completing the registration of the job seeker, staff must enter a case note in the job seeker’s Employ Florida account stating the job seeker granted staff permission to create the account with a pseudo-SSN and the reason a pseudo-SSN was used.
Note: Job seekers who are registered in Employ Florida with a pseudo-SSN are not counted in LWDB 14’s federal performance measures due to the inability to match the job seeker with wage records that confirm his/her employment status. For job seekers to be matched with wage records, a valid SSN is required.
A Wagner-Peyser (WP) application must be completed before any staff-assisted services are provided and recorded in Employ Florida. This includes job referrals and events/services (except for informational workshops) that are set up for tracking through the Events Calendar (e.g., PREP and RESEA-related services).
The creation of a WP application is required for the following individuals: 1. Job seekers who need staff-directed assistance to find employment. 2. Job seekers who are eligible for or receiving services through the following
programs: a) Jobs for Veterans State Grant (if being case managed); b) Priority Reemployment Planning (PREP); c) Reemployment Services and Eligibility Assessment
(RESEA); and d) MSFW.
3. Claimants complying with state Reemployment Assistance laws or regulations that require registration with the public labor exchange system as a condition for continued receipt or eligibility for benefits.
Depending on the level of participation (reportable individual or participant), the application may or may not be complete. Reportable individuals will have a WP application that indicates “Registration Only” and will not include a participation date.
To initiate participation in the WP application, the Participation Form must be completed, a participation date must be entered, and a service that initiates participation must be recorded in the Activities/Enrollments/Services sub-application.
Note: For instructions on how to complete the WP application, please refer to the Wagner-Peyser Chapter of the Virtual One-Stop User Guide.
C. Recording Services Provided to Job Seekers
The job seeker’s activity history/service plan screen in Employ Florida is used to record all services received, including Wagner-Peyser funded basic career services and individualized career services. The purpose of providing services is to enhance the job seeker’s ability to become employed. Staff must not record a service on a job seeker’s activity history/service plan unless the service was provided with the individual’s knowledge.
The Employ Florida Service Code Guide outlines the various service code titles and definitions as well as the documentation/case note requirements. Wagner-Peyser funded services must be recorded in Employ Florida in accordance with the Employ Florida Service Code Guide. The guide also identifies if services trigger participation.
Career center staff must record services provided to job seekers within 15 days of the date the service was provided.
1. Basic Career Services and Individualized Career Services
Basic career services fall into three categories: self-service, informational services, or staff-assisted services. Self-service activities occur when job seekers independently access any of the workforce development system products or services either directly (at a physical location, such as a career center) or remotely via the use of electronic technologies (Employ Florida). Informational services or activities are those that provide readily available information that do not require an assessment by a staff member of the job seeker’s skills, education, or career objectives. Self-services and informational-only services do not trigger or extend participation and do not require the collection of eligibility documentation. For basic career services, a reportable individual becomes a participant when he or she receives a service that is neither self-service nor informational: an individualized career/staff-assisted service. An individualized career service involves significant staff time and customization to each job seeker’s needs (e.g., specialized assessments, developing an Individual Employment Plan, career counseling, etc.). Staff-assisted services trigger and extend program participation. Basic career services and individualized career services may be provided by any career center staff.
D. Veterans’ Priority of Service
Veterans or other covered persons, as defined in 20 CFR Part 1010.110, enrolled in the Wagner-Peyser program or receiving services must receive priority of service at the point of entry. Points of entry include physical locations, such as career centers, as well as websites and other virtual service delivery resources. Veterans and covered persons who register in Employ Florida receive a pop-up message to ensure they are advised of their entitlement to priority of service and the types and scope of services available under priority of service. See CareerSource Pinellas Policy 102-14-2021 Veteran Intake
E. Wagner-Peyser Participant Exit
A job seeker is considered to have exited the program when the job seeker has not received, for at least 90 consecutive days, a service from any partner program in which the job seeker is co-enrolled that triggers or extends participation and does not have a future service that triggers or extends participation scheduled. In this instance, the job seeker is referred to as having “soft exited.” If the job seeker is co-enrolled in the Trade Adjustment Assistance or Workforce Innovation and Opportunity Act programs, the
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Job Seeker Registration, Application and Services
Policy Number WP-P-99-14 Page 6 of 8
participant will not exit until he/she has not received a service that triggers or extends participation for any co-enrolled program for 90 days.
Staff may not prolong a job seeker’s exit from the program by providing informational-only services and recording them as staff-assisted services (e.g., Service Code 116 – Received Service from Staff Not Classified). Further, staff may not prolong a job seeker’s exit from the program by recording a service that occurred without the knowledge and consent of the job seeker. For example, staff may not conduct a job search on behalf of a job seeker without his/her knowledge and consent, provide the results of the job search to the job seeker via email or the Employ Florida message center, and record Service Code 114 – Staff-Assisted Job Search.
Additionally, a job seeker may be “hard exited” from the program if the job seeker meets one of the following global exclusions by:
• Becoming incarcerated in a correctional institution or becoming a
resident of an institution or facility providing 24-hour support.
• Receiving medical treatment that is expected to last longer than 90 days and precludes entry into unsubsidized employment or continued participation in the program.
• Being deceased.
• Serving as a member of the National Guard or other reserve military unit of the armed forces and being called to active duty for at least 90 days.
A case note must be entered on the job seeker’s case file indicating why the hard exit was done.
F. State and Local Monitoring
Services and activities provided under WP must be monitored annually for compliance with WP requirements by DEO. DEO will monitor the requirements outlined in this policy and local operating procedures. Additionally, LWDB 14 will establish local monitoring policies and procedures that include, at minimum:
1. Roles of the participant and LWDB 14 staff; and 2. Local monitoring procedures of Wagner-Peyser.
At the local level, LWDB 14 conducts the necessary oversight and monitoring to ensure services and activities provided under WP are provided in a manner that aligns with federal and state laws, regulations and policies, as well as its own LOPs. LWDB 14 will ensure participating providers agree to cooperate with monitoring efforts by the state and/or LWDB 14 and adhere to all other applicable local, state and federal rules and regulations.
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Job Seeker Registration, Application and Services
Policy Number WP-P-99-14 Page 7 of 8
V. DEFINITIONS
1. Covered Persons – As defined in section 2(a) of the Jobs for Veterans Act of 2002 (38 U.S.C. 4215(a)) means a veteran or eligible spouse. Covered person is also defined in 20 CFR 1010.110.
2. Facilitated Self-Help Services or Informational Services – Program
services or activities that provide readily available information that do not require an assessment by a staff member of the job seeker’s skills, education, or career objectives nor significant staff involvement.
3. Job Seeker – An individual actively seeking employment.
4. Participant – A participant is a reportable individual who has received
services other than the services described in 20 CFR. 677.150(a)(3) after satisfying all applicable programmatic requirements for the provision of services, such as an eligibility determination. As set forth in more detail in 20 CFR. 677.150(a)(3), the following individuals are not participants:
• Individuals in an Adult Education and Family Literacy Act (AEFLA)
program who have not completed at least 12 contact hours.
• Individuals who only use the self-service system.
• Individuals who receive information-only services or activities, which provide readily available information that does not require an assessment by a staff member of the individual’s skills, education, or career objectives.
5. Priority of Service – With respect to any qualified job training program, a
covered person shall be given priority over non-covered persons for the receipt of employment, training, and placement services provided under a federally funded employment program.
6. Registration – The entering and submission of personal information in Employ
Florida to create an account.
• Partial Registration – A registration that includes the elements
necessary to establish a record and basic demographic data, but an Occupational Information Network (O*NET) code, background wizard, or resume has not been completed.
• Full Registration – A registration where all elements of a partial
registration have been completed and the job seeker has been assigned an O*NET code, completed the background wizard, or entered a resume on their personal profile to include additional essential employment-related information such as licenses or certifications that will enhance the placement of the job seeker.
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Job Seeker Registration, Application and Services
Policy Number WP-P-99-14 Page 8 of 8
7. Reportable Individual – An individual who has taken action that demonstrates an intent to use program services and who meets specific reporting criteria of the program, including:
• Individuals who provide identifying information.
• Individuals who only use the self-service system; or
• Individuals who only receive information-only services or activities.
8. Self-Service – Occurs when individuals independently access the workforce development information system and activities. This can be done in either a physical location, such as a career center resource room or partner agency, or remotely via the use of electronic technologies.
9. Staff-Assisted Services – Program services provided that require significant
staff involvement. VI. REVISION HISTORY
Date Description
01/07/2021 Issued by the Florida Department of Economic Opportunity. 12/03/2020 Approved by CareerSource Florida Board of Directors.
02/20/2020 Approved by CareerSource Florida Board of Directors.
05/24/2019 Revised and issued by the Florida Department of Economic Opportunity.
04/26/2017 Issued by the Florida Department of Economic Opportunity. This policy supersedes and replaces DEO FG 03-035, Job Seeker Registration and Employer Services, issued on 05/08/2012.
26
ACTION ITEM 3
Policy Approval - WIOA Administrative Policy 110,
Local Workforce Development Area and Board Governance
with Local Operating Procedures The Florida Department of Economic Opportunity (DEO) has instituted a new process related to
Local Operating Procedures (LOPs) that coincides with the release of new administrative policies.
The goal of this new process is to ensure DEO is providing the oversight and support needed for
Local Workforce Development Boards (LWDBs) to administer and operate workforce programs in
a manner that meets federal and state requirements. The process creates a timeline for
introducing new and revising current administrative policies issued by DEO.
The revised WIOA Administrative Policy 110 has been presented to the LWDB following this new
process. There will be more to follow.
Based on the release of WIOA Administrative Policy 110, this Administrative Policy with LOPs
includes all the DEO administrative policy requirements.
Highlighted Changes:
• Clarification has been added that distinguishes the processes for, and responsibilities of,
the local board when:
o The local board is serving in multiple functions
o Process if there is a failed One-Stop Operator (OSO) procurement whereby
causing the LWDB to be designated as the OSO or the board seeks to be included
in the solicitation of the OSO procurement process
o Procurement has failed where there was previously a contracted provider
• Guidance has been added on how an LWDB performing multiple functions will ensure that
steps are taken to eliminate/mitigate risks, ensure transparency, create firewalls and still
allow for operational efficiency and cost savings
• Implementation of an annual training program for the LWDB to familiarize local board
members with the state’s workforce development goals and strategies
RECOMMENDATION Approval of WIOA Administrative Policy 110 - Local Workforce Development Area and Board
Governance Administrative Policy with Local Operating Procedures (LOPs).
27
Administrative Policy with Local Operating Procedures
Policy Number
WIOA-B-110-14
Title:
Local Workforce Development Area and Board Governance
Program:
Workforce Innovation and Opportunity Act
Effective:
Revised:
I. PURPOSE AND SCOPE
The purpose of this policy is to provide guidance to Chief Local Elected Official
(CLEOs), Fiscal Agents, Local Workforce Development Board 14 (LWDB 14),
Local Workforce Development Area and Board Governance Policy Number WIOA-B-110-14
Page 15 of 17
in compliance with Strategic Policy 2018.09.26.A.1 - Ethics and
Transparency Policy. This includes taking all necessary steps to avoid the
appearance of conflicts of interest.
LWDB 14 is subject to open government and confidentiality requirements in
Chapters 119 and 286, Florida Statutes (F.S).2
While it is preferable that the elements outlined in Section IV. E. of this
policy be contained in comprehensive documents as described, it is
acceptable that the items identified in this section be contained in separate
agreements (memoranda of understanding, governing policies and
procedures, etc.), as long as the requirements of this section are clearly met.
F. New Board Member Orientation and Annual Training
Members appointed to LWDB 14 are required to participate in orientation
and annual training to ensure they understand the purpose of their
participation on LWDB 14. The purpose of orientation and training is to
provide LWDB 14 members with information that empowers them to
effectively serve as a board member. LWDB 14 takes all reasonable steps
necessary to encourage attendance by the CLEO at board member
orientation and training.
1. New LWDB Member Orientation
All new board members, within six months of appointment, complete a
new board member orientation. The board has developed board
member orientation for board members, which will cover at a minimum:
a) Overview of WIOA;
b) Overview of the workforce development system and structure;
c) The state’s workforce development system goals and strategies;
d) The purpose of LWDB 14;
e) LWDB 14 composition, including required members and areas
of representation;
f) Roles and responsibilities of the CLEO, fiscal agent, LWDB
14, LWDB 14 chairperson, and LWDB 14 executive director and
staff;
g) Required partners and programs;
h) How the workforce system is funded;
i) Performance requirements;
j) Sunshine law requirements; and
2 LWDB 14 is subject to Chapters 119 and 286, F.S. LWDB 14 is responsible for responding to public records requests and subpoenas. LWDB 14 is responsible for ensuring that its staff and agents have a working knowledge of Chapter 119, F.S. LWDB 14 agrees to appoint a public records coordinator for the purpose of ensuring that all public records matters are handled appropriately.
Local Workforce Development Board Composition and Certification
with Local Operating Procedures The Florida Department of Economic Opportunity (DEO) has instituted a new process related to
Local Operating Procedures (LOPs) that coincides with the release of new administrative policies.
The goal of this new process is to ensure DEO is providing the oversight and support needed for
Local Workforce Development Boards (LWDBs) to administer and operate workforce programs in
a manner that meets federal and state requirements. The process creates a timeline for
introducing new and revising current administrative policies issued by DEO.
The revised WIOA Administrative Policy 091 has been presented to the LWDB following this new
process. There will be more to follow.
Based on the release of WIOA Administrative Policy 091, this Administrative Policy with LOPs
includes all the DEO administrative policy requirements.
Highlighted Changes:
• Outlining the process used to request to waive the private education provider on the board
• Expanding on Board Member Recruiting, Vetting and Nominating
• Specifying that the CLEO may not delegate the responsibility of appointing members to the
LWDB, to the executive director or to staff
• Inserting local board member education and acknowledgement of state and local conflict-
of-interest policies and establishing the requirement of a local conflict-of-interest policy
• Creating a time limit of 12 months in which to fill a Board vacancy RECOMMENDATION Approval of WIOA Administrative Policy 091 - Local Workforce Development Board Composition
and Certification Administrative Policy with Local Operating Procedures (LOPs).
45
Administrative Policy with Local Operating Procedures
Policy
Number WIOA-B-91-14
Title: Local Workforce Development Board Composition and Certification
Program: Workforce Innovation and Opportunity Act (WIOA)
Effective:
Revised:
I. PURPOSE AND SCOPE
The purpose of this policy is to provide Local Workforce Development Board 14 (LWDB 14) with the requirements for LWDB membership composition under the Workforce Innovation and Opportunity Act (WIOA) and Chapter 445, Florida Statutes (F.S.), and the process for certification of LWDBs.
II. BACKGROUND
Each local workforce development area in the state must establish a local workforce development board to carry out the functions specified for the local board under WIOA sec. 107(d) for such area. The CareerSource Florida Board of Directors, in consultation with the Department of Economic Opportunity, will ensure LWDBs have a membership consistent with the requirements of federal and state law and have developed a plan consistent with the state’s workforce development plan.
III. AUTHORITY
Public Law 113-128, Workforce Innovation and Opportunity Act, Sections 106 and 107
Local Workforce Development Board Composition and Certification
Policy Number WIOA-B-91-14 Page 2 of 7
IV. POLICIES AND PROCEDURES
Outlined below are the policies and procedures for certifying LWDB 14 and ensuring the composition of and appointment of members to LWDB 14 are consistent with the provisions of federal and state requirements.
A. LWDB Membership and Composition
The Governor, in partnership with the CareerSource Florida Board of Directors, has established criteria for use by Chief Local Elected Officials (CLEOs) for appointment of members of LWDB 14 in accordance with WIOA sec. 107(b)(2). The composition of LWDB 14 must meet the following criteria:
1. Business
A majority of LWDB 14’s members will represent businesses in the local area as individuals who:
a. Are owners of a business, chief executives or operating officers of businesses, or other business executives or employers with optimum policymaking or hiring authority;
b. Represent businesses, including small businesses, or organizations
representing businesses that provide employment opportunities that,
at a minimum, include high-quality, work-relevant training and
development in in-demand industry sectors or occupations in the local
area (at least two representatives of small businesses must be
included); and
c. Are appointed from individuals nominated by local business organizations and business trade associations.
2. Labor/Apprenticeships
Not less than 20 percent of the members will be representatives of the workforce within the local area who:
a. Include at least two representatives of labor organizations nominated by local labor federations. For a local area in which no employees are represented by such organizations, at least two other representatives of employees will be included.
b. Include at least one representative of a labor organization or a training director from a joint labor-management apprenticeship program. If no such joint program exists in the area, at least one representative of an apprenticeship program in the area, if such a program exists.
c. May include representatives of community-based organizations that have demonstrated experience and expertise in addressing the employment needs of individuals with barriers to employment, including organizations that serve veterans or provide/support competitive integrated employment for individuals with disabilities.
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Local Workforce Development Board Composition and Certification
Policy Number WIOA-B-91-14 Page 3 of 7
d. May include representatives of organizations that have demonstrated
experience and expertise in addressing the employment, training, or education needs of eligible youth, including representatives or organizations that serve out-of-school youth.
3. Education
LWDB 14 will include representatives of entities administering education and training activities in the local area who:
a. Include a representative of eligible providers administering adult education and literacy activities under Title II of WIOA.
b. Include a representative of institutions of higher education providing workforce investment activities (including community colleges).
c. Include a private education provider, if a public education or training provider is represented on the LWDB. The CareerSource Florida Board of Directors may waive this requirement if requested by LWDB 14 if it is demonstrated that such representative does not exist in the local area.
d. May include representatives of local educational agencies and of community- based organizations with demonstrated experience and expertise in addressing the education or training needs of individuals with barriers to employment.
When there is more than one institution in each of the types of educational entities listed above, nominations are solicited from representatives of each of these entities.
If LWDB 14 requests to waive the requirement for private education provider, representation on the board will demonstrate that such a provider does not exist in the local area. LWDB 14 will describe, in a locally defined process, how private education providers will be identif ied and efforts to include those representatives on the local board. If through the local process LWDB 14 finds that a private education provider representative of an entity administering education and training activities in the local area does not exist, LWDB 14 will submit a request to waive the requirement to [email protected]. The request will include a copy of the local process and the results of LWDB 14’s efforts in its request.
4. Governmental/Economic/Community Development
LWDB 14 will include representatives of economic and community development as well as governmental entities serving the local area who:
a. Represent economic and community development entities serving the local area.
b. Represent Vocational Rehabilitation serving the local area.
Local Workforce Development Board Composition and Certification
Policy Number WIOA-B-91-14 Page 4 of 7
c. May represent agencies or entities serving the local area relating to transportation, housing, and public assistance.
d. May represent philanthropic organizations serving the local area.
5. Other Entity Representation
LWDB 14 may include other individuals or representatives of entities determined by the Chief Elected Official in the local area to be appropriate.
Unlike the state board, members of the local board may be appointed as representatives of more than one entity if the individual meets all the criteria for representation.
B. LWDB Chairperson
The members of LWDB 14 will elect a chairperson for the local board from among the members of the local board. The Chairperson of LWDB 14 must be from the business community and serve for a term of no more than two years and no more than two terms.
C. Standing Committees
LWDB 14 may designate and direct the activities of standing committees to provide information and to assist LWDB 14 in carrying out its required activities, as further prescribed in WIOA sec. 107(b)(4).
D. Authority of Board Members
Members of the board who represent organizations, agencies, or other entities must be individuals with optimum policymaking authority within the organizations, agencies or entities.
E. Board Member Recruiting, Vetting and Nominating
LWDB 14, in consultation with the CLEO, will develop and implement written processes and procedures for recruiting, vetting and nominating LWDB 14 members. The qualifications of LWDB 14 members must be documented, align with the requirements of WIOA, and be compliant with all federal and state laws, rules and regulations, and applicable state policies. Documentation supporting the recruitment, vetting and nomination process, including names of nominating organizations and names of all candidates and their qualifications, must be retained for not less than five years.
In addition to criteria outlined in Section A. of this policy, the members of the board shall represent diverse geographic areas within the local area. The importance of minority and gender representation must be considered when making appointments to the local board.
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Local Workforce Development Board Composition and Certification
Policy Number WIOA-B-91-14 Page 5 of 7
F. Appointment of Board Members
The CLEO in a local area is authorized to appoint the members of the local board who meet the criteria outlined in Section A. of this policy. The CLEO may not delegate the responsibility of appointing members to LWDB 14, to the executive director or to staff. When a local area includes more than one unit of local government, the CLEOs of such units may execute an agreement that specifies the respective roles of the individual CLEOs regarding:
a. The selection, appointment, removal or reappointment of the members
of the local board from the individuals nominated or recommended to be such members; and
b. Carrying out any other responsibilities assigned to such officials in accordance with WIOA.
If after a reasonable effort the CLEOs are unable to reach agreement, the Governor may appoint the members of the local board from individuals so nominated or recommended.
Upon appointment to the local board, members must be educated about and acknowledge state and local conflict-of-interest policies.
LWDB 14 will adopt and abide by a conflict-of-interest policy that ensures compliance with federal and state laws, rules and regulations and applicable state policies.
G. Board Member Vacancies and Removal of a Board Member
LWDB 14 members who no longer hold the position or status that made them eligible appointees must resign or be removed by the CLEO. Local workforce development board vacancies will be filled within a reasonable amount of time, but no more than 12 months from the vacancy occurrence. This process may be described in the LWDB 14 bylaws or in a local operating procedure.
The Governor1 and CLEO2 may remove members of LWDB 14, and its Executive Director or the designated person responsible for operational and administrative functions for the board for cause.
H. Certification of Local Workforce Development Boards
1. Certification
Once every two years, one LWDB must be certified for each local area in the state, based on the criteria described in WIOA sec. 107(b). For a second or subsequent certification, certification must also be based on the extent to which the local area ensures workforce investment activities
Local Workforce Development Board Composition and Certification
Policy Number WIOA-B-91-14 Page 6 of 7
carried out in the local area enabled the local area to meet the corresponding performance accountability measures and achieve fiscal integrity as defined in WIOA sec. 106(e)(2).
The CareerSource Florida Board of Directors shall recertify LWDB 14 every two years. DEO, in consultation with the CareerSource Florida Board of Directors, will issue instructions to LWDB 14 for certification. LWDB 14 will submit certification documents to DEO. Upon satisfactory review of LWDB 14’s certification documents, DEO will provide a recommendation on certification to the CareerSource Florida Board of Directors. At the appropriate time intervals, instructions will be issued to LWDB 14 about the certification process, to include documentation requirements.
2. Failure to Achieve Certification
Failure of LWDB 14 to achieve certification shall result in appointment and certification of a new local board for the local area pursuant to WIOA sec. 107(c)(1). Administrative Policy 104 – Sanctions for Local Workforce Development Boards' Failure to Meet Federal and State Standards details the actions the CareerSource Florida Board of Directors and DEO may take if LWDB 14 fails to meet this standard.
I. Decertification of Local Workforce Development Boards
The Governor may decertify LWDB 14 in accordance with WIOA Sec. 107(c)(3), as further prescribed in Administrative Policy 104, Sanctions for Local Workforce Development Boards’ Failure to Meet Federal and State Standards.
V. DEFINITIONS
1. Small business is defined by the Small Business Administration.
2. Economic agency is defined as including a local planning or zoning
commission or board, a community development agency, or another local agency or institution responsible for regulating, promoting, or assisting in local economic development.
3. Cause includes, but is not limited to, engaging in fraud or other criminal acts, incapacity, unfitness, neglect of duty, official incompetence and irresponsibility, misfeasance, malfeasance, nonfeasance, or lack of performance.
4. Person with optimum policy-making authority is an individual who can reasonably be expected to speak affirmatively on behalf of the entity he or she represents and to commit that entity to a chosen course of action.
Local Workforce Development Board Composition and Certification
Policy Number WIOA-B-91-14 Page 7 of 7
VI. REVISION HISTORY
Date Description
01/07/2021 Issued by the Florida Department of Economic Opportunity.
12/03/2020 Revised and approved by CareerSource Florida Board of Directors.
02/20/2020 Revised and approved by CareerSource Florida Board of Directors.
06/08/2016 Issued by the Florida Department of Economic Opportunity. This administrative policy supersedes and replaces FG-OSPS-073, Regional Workforce Board Composition, Certification and Decertification, issued June 29, 2013.
52
INFORMATION ITEM 1
One Stop Committee Goals Update PY 2020-2021: Period Covering through March 31, 2021
Goal I - Develop Robust Partnerships with Employers Objective 1: Develop and execute a marketing strategy to build awareness with businesses about how to engage and the services available.
CareerSource Pinellas developed a new website that is faster, easier to navigate, more user-friendly, and will maximize impact and ROI. The marketing department re-strategized their efforts to put emphasis on easily accessible content and collateral to provide customers and partners with the most accurate, up-to-date information, and share knowledge and expertise in the field of workforce development. The strategized plan includes a biweekly “Workforce News” newsletter which contains program updates and success stories. Additionally, CareerSource Pinellas is committed to creating one annual report per year that includes a comprehensive report on the activities throughout the preceding year. The latest Annual Report, completed in September, provides board members extensive information about the latest programs and financial performance of CareerSource Pinellas. Additionally, social media efforts have been overhauled, providing authentic content to reach customers and community partners. Paid and proactive social media campaigns have been advantageous in allowing us to boost our views and designate posts to include events, networking groups, workshops, and interview tips. Lastly, we have partnered with Tucker Hall, Public Relations Firm to assist with strategic communications, and amplify our voice in the Tampa Bay area.
Objective 2: Develop methods that help businesses navigate the workforce system’s services and that connect them with qualified
applicants.
Employ Florida Job Referrals and Placement Reports The Employ Florida (EF) system allows for customer self-referrals and staff assisted referrals to open job orders. Each customer in EF must have a full background entered and a staff completed Personal Individual Record Layout (PIRL) before a staff assisted referral can be entered. The staff then match the job requirement to the customer’s skills to ensure a quality referral is being made. Employers can review both types of referrals on their job order at any time by reviewing their EF job order.
53
Period Service July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June YTD
When a job placement is made, it is recorded one of three ways in the EF system: as a Direct Placement, an Automated Obtained Employment, or a Staff
Entered Obtained Employment. These can be obtained through directly working with the customer, referring them to an open job that they qualify for, and
by obtaining the information from a newly employed participant through automated or staff entered methods.
Period Service July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June YTD
Work-based Learning Reports Paid Work Experience is a career preparation program intended to introduce young workers to a business environment, with a focus on skill development in high demand occupations. Employers may utilize the OJT program to effectively mitigate the upfront training costs associated with hiring new employees.
Paid Work Experience (PWE)
Period Performance July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June YTD
Period Performance July Aug Sept Oct Nov Dec Jan Feb Mar Apr May June YTD
PY’2019-2020 Total Funding Expended $ 0
# of Enrollments 0 0 0 0 0 0 0 0 0 0 0 0 0
# of Completers 0 0 0 0 0 0 0 0 0 0 0 0 0
# of Employers 0 0 0 0 0 0 0 0 0 0 0 0 0
Avg Placement Wage 0 0 0 0 0 0 0 0 0 0 0 0 0
PY’2020-2021 Total Funding Expended $2,584
# of Enrollments 0 1 0 0 0 1 2 0 0 2
# of Completers 0 0 0 0 1 0 0 0 0 1
# of Employers 0 1 0 0 0 2 0 0 0 3
Avg Placement Wage 0 0 0 0 12.75 0 0 0 0 $12.75
55
Objective 3: Partner with employers to engage in barrier reduction of those applicants/workers who are work ready and need help with transportation, continuing education, childcare, etc.
Support services are available to WIOA and WT participants when requested and who demonstrate a need. Available supportive services include:
• Childcare (WTP only)
• Transportation
• Tuition and Required Training Related Costs
• GED and/or Penn Foster (High School Diploma)
• Ancillary Services such as uniforms (WTP Only)
PY’20-21 WIOA Training and Supportive Services
Reporting Period: Quarter 3 through March 31, 2021 YTD
Service # of Participants Total Cost
Transportation 20 $1,325
Tuition/Training Related 466 $1,620,694
GED/Penn Foster 6 $4,500
Totals 492 $1,626,519
PY’20-21 WTP Training and Supportive Services
Reporting Period: Quarter 3 through March 31, 2021 YTD
Service # of Participants Total Cost
Childcare 114 N/A
Transportation 21 $2,250
Tuition/Training Related 3 $24,119
GED/Penn Foster 6 $1,680
Totals 110 $28,049
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Goal II - Strengthen Partnerships with Organizations that Provide Educational Opportunities Objective 1: Compile all Labor Market Information (LMI) data and information to work together to create LMI Briefs that can be used by jobseekers, employers, and other workforce organizations in easy to consume formats.
LMI Briefs
*Produced by the Tampa Bay Partnership as part of the State of the Region initiative
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Overview of the CareerSource Pinellas Region Not Seasonally Adjusted
May 21, 2021
• The unemployment rate in the CareerSource Pinellas region (Pinellas County) was 4.4 percent in April 2021. This rate was 10.3 percentage point lower than the region's year ago rate of 14.7 percent. The region's April 2021 unemployment rate was 0.7 percentage point lower than the state rate of 5.1 percent. The labor force was 501,393, up 28,693 (+6.1) over the year. There were 21,813 unemployed residents in the region.
• In April 2021 nonagricultural employment in the Tampa-St. Petersburg-Clearwater MSA was 1,379,300, an increase of 139,100 jobs (+11.2 percent) over the year.
• The leisure and hospitality (+55.6 percent); other services (+31.9 percent); professional and business services (+11.8 percent); trade, transportation, and utilities (+10.5 percent); mining, logging, and construction (+7.9 percent); education and health services (+7.7 percent); and information (+3.4 percent) industries grew faster in the metro area than statewide over the year.
• The Tampa-St. Petersburg-Clearwater MSA had the fastest annual job growth rate compared to all the metro areas in the state in other services (+31.9 percent) in April 2021.
• The Tampa-St. Petersburg-Clearwater MSA had the highest annual job growth compared to all the metro areas in the state in leisure and hospitality (+51,100 jobs); professional and business services (+27,600 jobs); trade, transportation, and utilities (+24,100 jobs); education and health services (+15,500 jobs); other services (+11,500 jobs); and manufacturing (+3,700 jobs) in April 2021.
• The Tampa-St. Petersburg-Clearwater MSA was tied for the highest annual job growth compared to all the metro areas in the state in information (+800 jobs) in April 2021.
• The Tampa-St. Petersburg-Clearwater MSA had the second highest annual job growth compared to all the metro areas in the state in mining, logging, and construction (+6,300 jobs) in April 2021.
• The industries gaining in jobs over the year were leisure and hospitality (+51,100 jobs); professional and business services (+27,600 jobs); trade, transportation, and utilities (+24,100 jobs); education and health services (+15,500 jobs); other services (+11,500 jobs); mining, logging, and construction (+6,300 jobs); manufacturing (+3,700 jobs); financial activities (+1,700 jobs); and information (+800 jobs).
• The government (-3,200 jobs) industry lost jobs over the year.
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Objective 2: Convene with employers to identify skill needs and align education providers’ offerings to current and future skill needs. The current Regional Targeted Occupations List (RTOL) list was recently approved by the Board for PY’ 2020-2021. This item is approved annually and adopted for the subsequent program year and was presented at the Workforce Solutions Committee meeting earlier this month. Training areas within the RTOL include occupations identified as critical to the five targeted industry sectors: Healthcare, Manufacturing, Information Technology, Financial and Professional Services, and Construction. CareerSource Pinellas follows DEO Guidance to remain compliant and has an approved policy for processing training vendors. Approved list is currently available on the CSP website via the link under general resources: https://careersourcepinellas.com/job-seekers/wioa/ The targeted training opportunities are outlined in the Regional Targeted Occupations List. The approved Regional Targeted Occupation List is located on the CSPIN website at: https://careersourcepinellas.com/job-seekers/wioa/
Objective 3: Provide easy to use ‘Career Maps’ for jobseekers to use to know where to go for education/training to obtain necessary credentials, as well as know the next steps on a career path. The current Eligible Training Provider List (ETPL) outlines educational options for job seekers and is located at https://careersourcepinellas.com/job-seekers/wioa/. Data provided on this list is continuously updated and subject to change.
Objective 4: Ensure that there is a Talent Pipeline that connects business services staff between CareerSource and educational institutions.
CSF 2019 Apprenticeship Expansion grant: $100,000 This grant will target expanding apprenticeship opportunities in the Tampa Bay region, targeting Pinellas County. The grant will fund the development of a centralized Apprenticeship Portal to increase awareness and knowledge of local apprenticeship programs. It will also expand apprenticeship by funding 82 enrollments into an apprenticeship, providing supported services and assisting with On-the-Job Training for an employer sponsor. The CSF 2019 Apprenticeship Expansion grant request was approved and has been extended through March 31, 2022. The grant’s industry scope has also been expanded beyond to construction to include in-demand industries.
Programs:
July Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun YTD
CSF 2020 Apprenticeship Navigator grant: $75,000 CareerSource Pinellas was awarded the Apprenticeship Navigator grant in December 2020. This grant will support staff engaged in apprenticeship navigator functions that are intended to develop and/ or expand viable apprenticeship programs to meet local talent needs of employers in targeted industries. The grant has allowed CareerSource Pinellas to welcome a Coordinator to focus on apprenticeship and other work-based learning initiatives and will highlight the value of talent pipeline development. This will help to de-mystify apprenticeships, encourage business participation, and coordinate the forward progress of the Apprenticeship Expansion grant. The CSF Apprenticeship Navigator grant will continue through December 31, 2021, in line with the Apprenticeship Expansion grant.
PY’19-20 Occupational Skills Training
Reporting Period: Quarter 4 through June 30, 2020 YTD
YTD # New Enrollments
# Enrolled in Training
Completers YTD
Served
AD/DW 541 502 303 832
Youth 187 161 61 235
LWDB Totals 728 663 364 1,036
PY’20-21 Occupational Skills Training
Reporting Period: Quarter 3 through March 31, 2021 YTD
YTD # New Enrollments
# Enrolled in Training
Completers YTD
Served
AD/DW 210 490 192 1,079
Youth 124 254 81 318
LWDB Totals 334 744 273 1,397
YouthBuild Update
1. Staffing: The YouthBuild team has grown with the addition of Marlon Ramgeet as the Construction Instructor and Jeff Grau as the part-time Job Developer. Mr. Ramgeet comes with years of experience in the construction field as a supervisor and superintendent, a degree in construction management, and a passion for mentoring youth. Mr. Grau has been with CareerSource Pinellas for several years and comes with experience in job placement and personal/employment skills training.
2. Enrollment/Engagement: The current cohort of 15 has been very successful with two GED attainments, an expected three in the following month, and
more to follow. All 15 have become OSHA certified and started NCCER training through classroom teaching and hands-on projects including workbenches and blueprint reading. Weekly employment skills training has been a success with students enrolling into Employ Florida, learning how to create resumes, and developing soft skills including anger management, communication, and more. A new cohort is starting in April with a target of 15 new enrollments. Recruitment efforts have been focused on partner organizations, Clearview Adult Education Center, social media, and CareerSource resources resulting in eight applicants thus far.
3. New Partnerships: Harbor Dish, located in Safety Harbor, provides meals for the students weekly. Food includes one large home-cooked meal and additional items such as soup, bread, breakfast items, lunch meat, etc. In addition, a working partnership has been formed with United Methodist Church where YouthBuild provides community service hours in return for supplemental food that Harbor Dish cannot provide. Junior Achievement is providing a virtual job fair where students can watch motivational speakers, learn about careers in their area, and even communicate with over 150
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local employers. Personal finance training is also included where students meet with local bankers to learn about managing a bank account, filing taxes, personal budgeting, and more.
4. As the program moves forward, YouthBuild is looking for local employers to offer mock interviews and prepare students as they enter the workforce.
Goal III - Expand Outreach to Jobseekers Objective 1: Target outreach efforts based on areas of opportunity. Career Pathways – Soft Skills Grant Overview CareerSource Pinellas is partnering with People Empowering & Restoring Communities (PERC) to assist in filling employer needs. PERC offers training in four-week essential skills and STARS in combination with manufacturing training provided by The People of Manufacturing (TPOM). As of November 2020, both virtual and in-person classes are being offered. CareerSource Pinellas was awarded a no cost extension, allowing the program to continue through September 30, 2021.
Dislocated Worker Grant (DWG) – Pinellas Gives Back & Pinellas Training to Work CareerSource Pinellas connects job seekers impacted by COVID-19 with local non-profits, temporary, paid employment (Pinellas Gives Back) and/or paid, short-term training (Pinellas Training to Work) options. DWG is for job seekers affected by COVID-19 and are interested in enrolling in short-term training or earning money while giving back to your community. Local non-profits who have additional staff needs due to COVID-19 may apply to be a worksite. There will be no cost to the worksite once approved.
Recruitment Events Previously, In-House Recruitment (IHR) Events were held weekly in the Career Resource Centers to bring local businesses and career seekers together to discuss opportunities. As CareerSource Pinellas continues with a virtual platform, the IHR’s have been renamed Virtual Recruitment Events (VRE) and are now being held virtually to continue supporting local businesses by providing opportunities to facilitate meaningful connections.
Reporting Period: Grant to Date through March 31, 2021
Training Provider Training Program Certification Goals Total Certifications
Networking Groups The Professional and Career Networking Groups provide professional and entry-level job seekers the ability to connect and interact with their peers, as well as a dedicated Business Services Representative. In addition, candidates are provided access to additional training to make them more marketable to
hiring employers. Guest employers may also be featured during the weekly meetings, improving an employers’ visibility to a diverse talent pool.
Professional and Career Networking Groups
Period Performance Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun YTD
It is CareerSource Pinellas’ mission to support local businesses and community partners, by providing opportunities to connect job seekers with employers. These events provide businesses the opportunity to meet and consider qualified job seekers for open positions. As we move into a new landscape, these connection events will occur via virtual platforms.
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PY’2019-2020
Date Type Employers Job Seekers
7/23/19 Professional Career Fair 5 106
8/14/19 Hospitality & Customer Service Career Fair 29 179
9/26/19 Pinellas Intern Fair 10 63
10/23/19 Manufacturing Career Fair 18 74
11/13/19 Veteran/General Career Fair 52 98
1/30/2020 New Year, New You Career Fair 25 75
2/20/20 Hospitality and Customer Svc Career Fair 15 20
Objective 2: Expand the virtual delivery of service system currently in place. CareerSource Pinellas utilizes a range of tools and tactics to help raise awareness and encourage use of services and programs. The outreach strategy includes an emphasis on digital resources, as well as television, radio, and print advertising to reach customers. Each message is developed to reflect a call to action to job seekers seeking to advance in their careers and employers by encouraging them to visit careersourcepinellas.com. A suite of social media platforms is utilized to complement other outreach efforts aimed at informing and engaging job seekers, workers, and businesses.
Many of the workshops are offered virtually via a contract with St. Petersburg College.
PY’19-20: Employability Workshop Attendance
# Attendees QTR 1 QTR 2 QTR 3 QTR 4 YTD
2,232 1,985 1,831 316 6,364
PY’20-21: Employability Workshop Attendance
# Attendees QTR 1 QTR 2 QTR 3 QTR 4 YTD
315 322 553 1,190
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Website Traffic Period Performance Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun YTD
Objective 3: Conduct analysis of existing asset mapping to identify local community-based organizations and resource assets that might assist with outreach and service delivery.
Partner Portal CareerSource Pinellas, along with the One-Stop Operator, has created and implemented a Partner Portal as a quick access tool to identify partner agencies and connect customers to needed resources. The Partner Portal is a growing database of local partner agency profiles, providing a brief introduction of the organization, initial application info, basic program eligibility criteria, point of contact, locations, and preferred method of referral. This portal allows interaction between organizations to facilitate efficient and timely service delivery.
Objective 4: Expand connections to the priority populations (e.g., underemployed) through the library system, faith-based organizations, community-based organizations, and other places where individuals not normally served by the workforce system feel welcome. Full-Service and Satellite Center Updates
The St. Pete and Gulf to Bay centers are open to the public. Activity waivers for all programs were ended effective June 1, 2021.
The Satellite Center at the Lealman Exchange opened to the public December 1, 2020. This centrally located Career Resource Center has computers and resources available. The Satellite Center at St. Petersburg College in Tarpon Springs is open on Tuesdays and Thursdays.
Objective 5: Support individuals to gain employment through a system of wrap around services that is responsive to their diverse experience and needs. Please see Information Item 2c, Full Center Traffic report
Reporting Period: Quarter 3 through March 31, 2021 YTD
Open Enrollment Open with Training Closures Follow Up Total
Adult 526 270 129 313 762
Dislocated Worker 457 165 153 269 630
TAA 41 11 11 42 72
Youth 381 177 118 212 518
Totals 1,044 623 411 836 1,982
Please see Information Item 2b, WIOA Primary Indicators, through PY’20-21 Quarter 2.
Goal IV - Build Organizational Capacity; Promote Change and Transformation of CareerSource Pinellas Objective 1: Continue to improve and enhance the technology infrastructure both internally for staff to be more efficient and for communication among the system’s partners and to increase user friendly access for customers.
CIO Technology Report CareerSource Pinellas will continue to center the focus around these principles:
1. Cybersecurity: Ensure the environment is protected from cyber-attacks and risks. 2. Technology Architecture: Begin to leverage the benefits and value of cloud computing. 3. Financial Responsibility: Make technology recommendations that are fiscally responsible. 4. Operation Responsibility: Streamline the technologies in the environment to reduce the day-to-day management.
2020 IT Accomplishments
• Procured, provisioned, and distributed 75 new laptop computers
• Migrated ATLAS, Email (O365) and anti-virus to the cloud
• Reduced monthly network monitoring cost by 40% 2021 IT Strategic Goals
• Install new and improved firewalls
• Procure and install new network switches
• Continue cloud migration by moving file services
• Proactively work with CSP business leaders to provide IT solutions
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Objective 2: Ensure compliance and work with/train staff on the new ways of doing business that are in compliance while reducing the burden on customers through streamlined compliant processes.
As a recipient of federal awards, CareerSource Pinellas is responsible for administering the awards in accordance with applicable laws, regulations,
provisions, and policies. Programmatic, administrative, and fiscal monitoring is conducted to ensure the organization is fulfilling those requirements.
DEO Monitoring DEO’s yearly programmatic monitoring for LWDB 14 was completed April 12-16, 2021. DEO issued a preliminary report. CareerSource Pinellas returned the 10-day response and are now awaiting the final report.
USDOL Monitoring Timeline
Internal Monitoring CareerSource Pinellas recently completed the first internal monitoring with the guidance of Tucker-Hall-Miller-Parker, P.A (THMP). THMP is a firm of independent CPAs founded in 1993 and based in Orlando, Florida. This strategic partnership allows CSP to ensure operational alignment and performance excellence while constantly improving.
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Objective 3: Develop methods to regularly listen to customers to test new processes before implementing them permanently.
Customer Satisfaction Survey The Customer Satisfaction Survey has historically measured a customer’s satisfaction with the services received in the Career Resource Centers and has been obtained via web links on the Career Resource Center computers and via email. As we transition to a more virtual based service delivery and gather more robust feedback from a larger number of customers, CareerSource Pinellas is transitioning to a Net Promoter survey used more frequently by businesses and is the core measurement for customer experience management worldwide. This style of survey measures customer loyalty and likelihood of referral and assigns a net promoter score that indicates how many of your customers are promoting your services.
Original Customer Satisfaction Survey
Period Q1 Q2 Q3 Q4 PY
PY’2020-2021 Location Total Rating Total Rating Total Rating Total Rating Total Rating
The overall Net Promoter score is steady at 43%, which is 13% higher than the goal of 30%. Approximately 95% of respondents heard about CareerSource Pinellas through the website, a friend or family member, and other methods not listed. For PY’20-21, a total of 13,803 invitations were sent and 1,546 surveys were completed for an average response rate of 11%. The most common services accessed by respondents were Reemployment Assistance and Workforce Program Services (Job Search/WIOA/WTP/SNAP), with a combined total of 88.82%.
45%46%
37%40%
45%
51%
44%
40%
0% 0% 0% 0%
43%
0%
10%
20%
30%
40%
50%
60%
JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN PY
Last program year total traffic by location (PY July 1, 2019 – June 30, 2020) thru Quarter 4 Jun 2020: Gulf to Bay – 22,723; St. Petersburg – 24,426; Tarpon Springs – 856; Tyrone – 2,729; EpiCenter – 315; YTD – 50,734 Current program year total traffic by location (PY July 1, 2020 – June 30, 2021) thru Quarter 3 Mar 2021: Gulf to Bay – 6,332; St. Petersburg – 5,247; Tarpon Springs – 77; Lealman – 43; Virtual Services – 22,017; YTD – 24,764 Highlights: ❖ CareerSource Pinellas remained open, all centers offering services both virtually as well as in
person.
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INFORMATION ITEM 3
One-Stop Operator Update
June 24, 2021
Below is a summary of work completed under the One Stop Operator Contract in the
2020-21 program year:
1. Maintain Linkages
a. CSPIN Partner Portal launched in November 2019. A total of 22 partners
have active pages.
b. Partner Member list was created and maintained throughout the year with
25 partners engaged.
c. Three new partners were added to the Partner Council: Thrive by Five
Pinellas, Gulf Coast Legal Services, and Leap Tampa Bay.
2. Coordinate Quarterly Meetings
a. Four quarterly partner meetings held during the year with strong partner
engagement and new addition of Partner Spotlight:
i. August 20, 2020 – 16 attendees from 7 partners; Partner Spotlight-
Pinellas Ex Offender Re Entry Coalition (PERC) and ServiceSource
ii. October 22, 2020 – 23 attendees from 11 Partners; Partner
Spotlight - Pinellas Job Corps.
iii. February 18, 2021-20 attendees from 8 partners; Partners
Spotlight- Pinellas Opportunity Council and Thrive by Five Pinellas.
iv. April 22, 2021-22 attendees from 12 partners; Partner Spotlights-
Leap-Tampa Bay and CS Pinellas Summer P.A.Y.S
v. Next meeting scheduled for June 24, 2021.
3. Memoranda of Agreement (MOA) and Memoranda of Understanding (MOU)
a. No new MOA’s executed since last meeting
b. MOU’s are executed by CS Pinellas staff
4. Universal Design/Barriers to Employment
a. Centers are easily accessible via public transit.
b. ADA equipment is accessible, and staff are able to assist career seekers
with special needs.
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5. Strategic Plan
a. Plan is up-to-date and services observed at the Career Resource Centers
are in alignment with the plan.
b. No changes recommended.
6. Customer Satisfaction Initiatives
a. Three surveys were administered to CSPIN customers, in the below
categories. The results below are from July 1-April 30, 2021, with an
average satisfaction rating of 97.15% and a total of 629 respondents.
i. Career Center Resource Rooms – There have been 164 survey
respondents with an average satisfaction rating of 99.69%.
ii. Remote Services – There have been 47 survey respondents with
an average satisfaction rating of 100%.
iii. Employability Skills Training – There have been 465 survey
respondents with an average satisfaction rating of 96.26%.
1. Professional Networking Group shows the highest response
rate with 218 respondents.
2. Career Networking Group is 2nd with 110 respondents.
b. Net Promoter Survey (NPS) - Through March 2021, there have been 1544
respondents to the survey out of 17,601 (11.4%) response rate. Our
target response rate is 10.0%.
i. Average NPS score is 43%; Annual target is at least 30% each
month.
ii. Tarpon Springs and Lealman are the highest rated centers with an
NPS score respectively of 74% and 71%.
iii. Positive Customer comments include:
1. “Customer service people are extremely friendly and
helpful.”
2. “Erlinda was very helpful and friendly. She helped me with
my resume, and I was able to find a full-time position in a
few weeks.”
3. “Every time that I have become unemployed, CareerSource
Pinellas has been right there. I have taken advantage of the
job fairs, the free trainings, and the free classes sponsored
by the WIOA and other initiatives.”
c. CareerSource staff are actively completing “Extreme Customer Service
Training” and will be scheduled for training on the “Partner Portal Referral
system” in late June 2021, to support referring career seekers to partner
agencies for community-based support and linkages.
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Program vs. Expenditure Review
July through March 31, 2021
INFORMATION ITEM 4
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CareerSource Pinellas
July through March 31, 2021
Participants Served 767 628 1,395
Total $/Participant Total $/Participant Total $/Participant