Illinois worknet Customer Support Center = Customer Centered Tools. October 24-25, 2017
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1 Illinois worknet Customer Support Center = Customer Centered Tools October 24-25, 2017
2 Agenda Overview of the Customer Support Center Special Program Example Using CSC Tools Learn More
3 Customer Support Center (CSC) The Illinois worknet Customer Support Center: Set of Tools Used by Teams who are Customer-focused Guides/engages Customers in Exploring, Planning, and Training to Help Them Meet Their Employment Goals
4 Customer Support Center Menu of Tools Online Suitability Application Progress Page Dashboards Invite Tools Scheduling Tools Training Profiles Intake Tools Case Notes/Messages/Notifications Complete/View Assessment Results Individualized Services, Training, and Employment Plans (ISTEP) Worksite Placement View Saved Optimal Resume Items Integration of Required Forms Sync with IWDS Information Reports
5 Customer Support Center Example Special Program: Youth Apprenticeship and Career Pathways Program Tools Providers: Customers: Providers: Providers: Communication Tool For All: Enter Training Program Information Complete Online Suitability Application System Matches Customers To Potential Training Programs System Sends Application Information to IWDS and Syncs with Illinois worknet Review Suitability Identify and Collect Required WIOA Eligibility Documentation Schedule Customer to Meet with LWIA Staff to Certify IWDS Application Progress Page Case Notes Assessment Results Service/Career/Training Plans (ISTEP) IWDS Synced Services, Credentials, Case Notes, Customer Information Dashboard/Reports
6 Training Program Tool Providers: Enter Training Program Information Program Overview Related Industry, Occupation, and Credentials Baseline Requirements Training Delivery Maintained by Providers Used with the Online Application for Program Suitability Displayed in Partner Tools and Customer Views
7 Online Suitability Application Customers: Complete Online Suitability Application System Matches Customers To Potential Training Programs System Sends Application Information to IWDS and Syncs with Illinois worknet
8 Suitability Review Providers: Review Suitability Identify and Collect Required WIOA Eligibility Documentation
9 Schedule Tool Providers: Schedule Customer to Meet with LWIA Staff to Certify IWDS Application
10 Progress Page Communication Tool For All: Progress Page Case Notes Assessment Results Service/Career/Training Plans (ISTEP) IWDS Synced Services, Credentials, Case Notes, Customer Information Dashboard/Reports
11 Communication Tools Communication Tool For All: Progress Page Case Notes Case Notes Only /Case Notes Send to Partner/Customer Assessment Results Service/Career/Training Plans (ISTEP) IWDS Synced Services, Credentials, Case Notes, Customer Information Dashboard/Reports
12 Complete Assessments to Identify Services Everyday Life Workplace Skills Academic Technical Financial No Support System Emotional/ Social Physical Barriers Motivation Interests Self Motivated Just Need a Jumpstart High Touch
13 Initial Assessment Review Progress Page Sections
14 Other Available Assessments Career Exploration Self-Accessed Assessment Available Benefits Career Development & Earn Certificates Workplace Skills & Earn NOCTI Certificate Partner Initiated Assessment Workplace Skill Development in Training Worksite Experience/Skill Development
15 Create & Maintain Individualized Services, Training, and Employment Plans (ISTEP) Communication Tool For All: Progress Page Case Notes Assessment Results Service/Career/ Training Plans (ISTEP) IWDS Synced Services, Credentials, Case Notes, Customer Information Dashboard/Reports
16 Enter Worksite Placement Information Communication Tool For All: Progress Page Case Notes Assessment Results Service/Career/ Training Plans (ISTEP) IWDS Synced Services, Credentials, Case Notes, Customer Information Dashboard/Reports
17 Dashboards Communication Tool For All: Progress Page Case Notes Assessment Results Service/Career/Training Plans (ISTEP) IWDS Synced Services, Credentials, Case Notes, Customer Information Dashboard/Reports
18 Learn More: Next Steps Partner Resources - Customer Support Center - Center.aspx Assessments - Youth Apprenticeship & Career Pathways Partner Guide - Subscribe to Receive Illinois worknet Updates and Follow Us. Questions? Send your to info@illinoisworknet.com.
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