THE CUSTOMER EXPERIENCE IN EMPLOYMENT SERVICES PACIFIC RIM INTERNATIONAL CONFERENCE ON DISABILITY AND DIVERSITY 2017 Linda Toms Barker and Kay Magill
Today we will… u Briefly describe our study of the accessibility of the public workforce system u Present findings from our research that illustrate the service experience for customers with disabilities u Describe how centers can: § Create a welcoming environment § Encourage disability disclosure § Ensure that staff have the resources they need to serve customers with disabilities effectively and respectfully
What is the Public Workforce System? FEDERAL LEGISLATION MULTIPLE FEDERAL AGENCIES LOCAL SERVICE AGENCIES American Job Centers Workforce Innovation and Department of Labor (AJCs) Opportunity Act (WIOA) of Department of Education 2014 Also called: Department of Health and Human Services One-Stop Career Centers WorkSource Centers Unemployment Office
ACCESSIBILITY OF THE PUBLIC WORKFORCE SYSTEM
The Accessibility Context
Importance of Studying Accessibility u Equal opportunity for PWD to access AJCs is critical u AJCs are where to go for job services: § Resumé help § Job listings § Job search assistance § Vocational training
Accessibility Domains PHYSICAL ACCESSIBILITY: The extent to which facilities are designed, constructed, or altered so that they are accessible to and usable by PWD. COMMUNICATIONS ACCESSIBILITY: The extent to which Center staff and partner agencies are able to communicate with PWD as effectively as with others. PROGRAMMATIC ACCESSIBILITY: The extent to which PWD have access to the full range of services available to all AJC customers regardless of disability.
PHYSICAL ACCESSIBILITY
COMMUNICATIONS ACCESSIBILITY
PROGRAMMATIC ACCESSIBILITY 10
First-hand Learning About Customer Experience u Interviews with AJC staff u Survey responses u Observation u Customer Focus Groups
Hearing Customers’ Voices u Experiences u Perceptions u Barriers to participation u Sources of satisfaction/dissatisfaction
Participants’ Disabilities PRIMARY DISABILITY SECONDARY DISABILITY
Participants’ Experience with the Center 58% 57% 32% 12% Receiving Job Attending Utilizing Resource Meeting with a Training Workshops Room Materials Career Counselor
Physical Accessibility u Easy to get to on public transportation u Great signage Barriers u No public restroom on site u Heavy door with no electric opener u Confusing finding your way around – Center needs Braille labels u Carpet hard to roll on
Communications Accessibility u Face-to-face meetings work best u Staff took time to talk through the material with a visual learner having difficulty processing text Barriers: u Communications software out of date
Programmatic Accessibility u Staff person with a disability was really understanding and helpful u Staff sent materials in advance for customer to review Barriers: u So many signs/posters it is hard to take notice of them u Lack of disability awareness/knowledge u Lack of familiarity with disability services/resources
AJCs Aim to Give Customers a Positive Experience u Services provided to all, in an accessible and welcoming manner u All staff trained to serve PWD u Person-centered approach u Warm hand-off to appropriate referrals u All needed info provided
Create a welcoming environment DO: Offer accommodations to ALL customers regardless of whether they seem to need them (12% do this) DON’T: Offer accommodations just to customers who § are known to have a disability (38%) Only to customers who seem to need them, § based on staff observation (17%) Only when customers ask for them (29%) §
Create a welcoming environment Provide ALL staff with disability awareness training, regardless of whether they provide case management services or specialize in serving PWD: Universal design principles § Different types of disabilities and needs § Community partners and service resources § Specific employment strategies (customized § employment, supported employment, Ticket to Work)
Create a welcoming environment Involve people with disabilities (PWD) in center operations Some centers do it this way: Consult PWD to help identify accessibility issues § (32%) Consult PWD to help resolve accessibility issues § (31%) Have one or more PWD sit on the WIB or AJC § governing team (21%) Have PWD serve as advisors to AJC staff regarding § center operations (18%) Hire staff with disabilities! §
Be aware of fear of disclosure “Do I have a “Will disclosing disability?” affect if I get a job or “Will people think “ What might happen get promoted?” differently about me?” if I ask for an accommodation?”
Offer disability disclosure options Options for choosing to self-disclose or not to disclose * I have a disability * I would find it helpful to have special tools, accommodation, assistance, or on-the-job supports that will help me do the job better * I do not have a disability * I prefer not to answer
Offer disability disclosure options Options for when and to whom to self-disclose: * To all employers automatically * Only to federal contractor employers automatically * To all employers, including federal contractors, on a case-by-case basis * Never – the information will only be used for administrative purposes and not shared with any prospective employers
Provide staff with training and resources Provide staff training: u Disability awareness and etiquette u Procedures for providing accommodations u Use of adaptive technology u Specific employment strategies for PWD u Disability disclosure u Local disability service resources u Section 503 - working with federal contractors and subcontractors
Provide staff with training and resources Build the agency’s support structure: u Identify and train a disability resources coordinator u Encourage exchange of information and resources among staff u Conduct outreach to the disability community u Build strong relationships with disability service agencies u Facilitate referrals of job seekers to federal contractor employers
Thank you! Linda Toms Barker ltomsbarker@impaqint.com 808-934-9297 Kay Magill kmagill@impaqint.com 510-597-2418
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