CareerSource CENTRAL FLORIDA

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1 CareerSource CENTRAL FLORIDA Community Engagement Committee Meeting Knob Hill Group 1030 North Orange Ave., Suite 200 (2 nd Floor), Orlando, FL Monday, May 22, :30 p.m. 4:00 p.m. Conference Call-in phone number: (866) / Participant Access Code: Strategic Goals developed by the Board: CareerSource Central Florida will become business focused in all efforts CareerSource Central Florida will identify ways to measure progress and Return On Investment (ROI) CareerSource Central Florida will become the backbone organization for workforce development in Central Florida Item Agenda Topic Action Item Info/ Discussion Item Presenter (other than Chair or Committee Member) 1 Welcome Jody Sweet 2 Roll Call / Establishment of Quorum Kaz Kasal 3 Public Comment 4 Approval of Minutes A. 2/27/17 Community Engagement Committee Meeting 5 Information/Discussion/Action Items X Jody Sweet A. Perspective Career Center Visit X Amy Wise B. Review of Board Retreat Strategies X Mimi Coenen C. Outreach Budget FY X Tonya Elliott-Moore D. Contact Center Update X Mimi Coenen / Steven Nguyen 6 Other Business 7 Adjournment Upcoming Meeting: - Board Meeting, 6/28/17, 9:00 am / Location: GuideWell Innovation Center / 6555 Sanger Road, Orlando, FL 32827

2 Meeting Packet Page 2 Agenda Item 4A Draft Community Engagement Committee Meeting Knob Hill Group 1030 North Orange Ave., Suite 200, Orlando, FL Monday, February 27, :30 p.m. MINUTES MEMBERS PRESENT: MEMBERS ABSENT: STAFF PRESENT: GUESTS PRESENT: Jody Sweet, Robert Brown, John Davis, Mark Havard, Sheri Olson, Chuck Simikian, Wayne Weinberg and Amy Wise Roger Pynn, Kevin Shaughnessy and Rick Walsh Pam Nabors, Mimi Coenen, Tonya Elliott-Moore, Robert Quinlan, and Kaz Kasal Professor Ze Wang/University of Central Florida, Josh Greenberg, Simi Rarajee and Brad Simon/Edelman Agenda Item Topic 1 Welcome Ms. Sweet called the meeting to order at 2:30 pm and welcomed those in attendance. 2 Roll Call / Establishment of Quorum Ms. Kasal reported that there was a quorum present. 3 Public Comment None Offered. 4 Approval of Minutes A. 8/29/17 Community Engagement Committee Meeting. 5 Information/Discussion/Action Items Action Item / Follow Up Item Mr. Brown approved the minutes from the 8/29/16 Community Engagement Committee Meeting. Mr. Weinberg seconded; motion passed. Review of Engagement Process Ms. Coenen stated that, as part of the Board strategic goals, the Board has been engaged in CSCF activities in visiting either one of the CSCF centers or shadowing a business representative. The purpose of this engagement is for the Board to gain first-hand experience of how CSCF operates in order to provide more insightful feedback through their observations. Ms. Shelley Lauten, Consultant, is the facilitator of this engagement process and she will be gathering the Board feedback in preparation for strategic discussion at the 4/26/17 Board Retreat. Ms. Coenen invited the Community Engagement non-board committee members to participate as their

3 Meeting Packet Page 3 Community Engagement Committee Meeting February 27, 2017 Page 2 feedback would be valuable and appreciated. UCF School of Business 2016 Survey/Analysis Discussion Ms. Elliott-Moore stated that in the spring of 2015, CSCF enlisted the University of Central Florida (UCF) to conduct an initial study of the business community s perception and awareness of CSCF. Professor Ze Wang, Professor at School of Business/UCF, headed this study and subsequently has conducted a follow up study in the fall of Ms. Elliott-Moore asked Professor Wang to provide the results of this recent study as well as the differences between the two studies. Professor Wang greeted the attendees and provided a PowerPoint presentation (attachment) reviewing the research objectives and methods; brand awareness and perceptions; results and recommendations. Professor Wang relayed the below highlights of the results and recommendations: Significant improvement in brand awareness from 21% in 2015 to 45% in Customer satisfaction level remains unchanged at 3.2%in 2015 to 3.3 in 2016 (on a scale of 1 to 5). Business feedback: process to attain candidates should be faster, easier and more convenient; need to better meet the specific needs of businesses. Need to focus on improving the brand. Create signature stories. Keep active and connected in the business community. Build strong relationships with client and become involved with client s success. Provide rigorous screening process. Empower employees; performance bonus. Take away remark from Professor Wang was that in the first study businesses really felt the needed service was recruitment. However, during the second survey businesses were showing interest in training and internships as potential partnership opportunities. Professor Wang stated this showed an increased level of trust as they now wanted to explore deeper relationships with CSCF. The Committee discussed and provided the following feedback: Prioritize top concerns based on businesses feedback. Provide testimonials that have successfully addressed the concerns of businesses. Look for ways to best engage with the millennials.

4 Meeting Packet Page 4 Community Engagement Committee Meeting February 27, 2017 Page 3 Look for ways to get testimonials to go viral. Work on messaging and stories that will increase CSCF s relevance and resonance externally and internally. Edelman Assessment of Current Outreach Discussion Ms. Elliot-Moore introduced Dr. Simi Ranajee, Mr. Josh Greenberg and Mr. Brad Simon with Edelman. Ms. Elliott- Moore stated that CSCF engaged Edelman to provide an independent and unbiased review of CSCF s current communication and outreach efforts. A PowerPoint entitled Assessment & Plan Overview was presented by Edelman which included assessment insights, opportunities and proposed plan. The following highlights of the assessment and recommendations were provided: Communications Team is very capable and resourceful. Strong board and executive leadership. Incredible website. Digital first strategy increased prioritization in marketing mix has started to build a responsive community following on those channels Develop content so it ranks higher, shows up more organically in search engines. Multiple messaging and brand identities. Look to create one overarching message about CSCF. Lack of people like me peer groups. Who speaks my language should be front and center to messaging. Need to push out content that is targeted and sticky enough to resonant. Ms. Nabors added that Edelman also pointed out the importance of an internal engagement plan, which will be added as a goal in the upcoming fiscal year. At next meeting, staff to provide proposed strategies moving forward and budget considerations for FY Other Business Ms. Nabors stated as part of the internal review of CSCF communications, staff is looking at different models to more effectively handle incoming calls and recommendations will be provided as part of budget discussion at next meeting. 7 Adjournment There being no other business, the meeting was adjourned at 4:19 p.m. Respectfully submitted, Kaz Kasal

5 Meeting Packet Page 5 Agenda Item 5 CareerSource CENTRAL FLORIDA Community Engagement May 22, Knob Hill Group 1030 N. Orange Ave, Suite 200, Orlando, FL

6 Meeting Packet Page 6 Perspective: Career Services Center Visit Amy Wise Appleton Creative

7 Meeting Packet Page 7 Review of Board Retreat Strategies Mimi Coenen

8 CareerSource Central Florida Board Strategies Raise the profile of CareerSource Central Florida by convening business for education and awareness. Create a business-driven system supported by all providers that is intentional, focused, and coordinated. Plan for ongoing board-level Meeting Packet Page 8 planning discussion to ensure a balance of board member responsibility to oversight and insight, and define what it will mean for the Board to be a backbone organization. Implement an education and outreach plan to increase business awareness on workforce development issues and talent development opportunities. Support and champion the need for a comprehensive workforce system in Central Florida. Conduct a regional inventory of workforce programs and services to identify potential partners and areas of duplication. Research and inventory current programs and outcomes tied to high growth industries. Structure Board agendas and meetings to address oversight and include time for Board members to gain insight on industry needs / trends, economic factors, and talent supply needs. Validate assumptions about business needs through formal and informal processes, and analyze results to deliver marketdefined services. Convene a retreat of key regional nonprofit organizations Board Chairs and staff to discuss and create a shared vision and approach to the system. Conduct an annual retreat to review and discuss the Board s goals, strategies, and organizational performance. Seek opportunities to advocate for the workforce system as a valuable resource that can support and enhance business growth. Reshape current career centers to link to high growth industries through targeted strategies that connect business to needed talent. Create youth engagement centers that provide comprehensive services and support youth connection to high growth industries.

9 Meeting Packet Page 9 Strategic Considerations r 1. Has CSCF raised its profile with the business community this program year? 2. How well do CSCF s career centers connect with and demonstrate high growth job opportunities that connect business to needed talent? 3. Are we as a Central Florida workforce system truly business-driven? Are services intentional, focused, and coordinated to align to regional business needs? CareerSourceCentralFlorida.com collaborate I innovate I lead CareerSource CENTRAL FLORIDA

10 Meeting Packet Page 10 Outreach Budget FY Tonya Elliott-Moore

Web/Digital Based Platforms - $68,144 Podcasting 4 episodes Mobile Enhancements Continue Digital Campaigns via Paid Social Programmatic Outreach - $98,100 Advertising TV: Telemundo Internal

11 Web/Digital Based Platforms - $68,144 Podcasting 4 episodes Mobile Enhancements Continue Digital Campaigns via Paid Social Programmatic Outreach - $98,100 Advertising TV: Telemundo Internal Enculturation exercise (contractual) Print: Proposals from - I4 Business Continuation year 2 sports marketing Direct Outreach Digital Outreach Collateral and Development - $66,300 Printing - $24,300 Contractual Graphic Design - $28,000 (includes digital) Annual Report - $14,000 Total Budget Request $232,544 Meeting Packet Page 11 15% decrease CareerSource CENTRAL FLORIDA CareerSourceCentralFlorida.com

12 Meeting Packet Page 12 Contact Center Update Steven Q. Nguyen

13 Meeting Packet Page 13 Steps Created internal Content Analysis Team to function as a dedicated call center during a pilot period Tracked data to inform recommendation process Reviewed Outsourced Contact Center Options Researched off-the-shelf software products Content Analysis process has changed perspectives CareerSourceCentralFlorida.com collaborate I innovate I lead CareerSource CENTRAL FLORIDA

14 Results Content Center Pilot es Its - Co tent Cente Pi ot Results of dedicated contact center team: Results o dedica e contact ce er earn: Meeting Packet Page 14 3 Day Calls dropped to 981 per day 20 Day Calls dropped to 247 per day 3 Day 20 ay Cal s ropped to 981 per day Cal s dropped o 247 per day Who is calling? Where are they going? W lho is calling? W ere are t ey go ng? 94% of all calls are Career Seeker calls 41% of all calls are FAQ or transfer calls 80% drop in voic s CareerSourceCentralFlorida.com collaborate I innovate I lead CareerSource CENTRAL FLORIDA

15 Meeting Packet Page 15 Recommendation 1. Utilize in-house, dedicated Contact Center team of 4 FT s 2. Purchase an off-the-shelf contact center software to assist in the process and ensure clients/customers are assisted effectively 3. Transition to the in-house Contact Center by the start of FY (July 2017) Final recommendation to the Board for approval on June 28 CareerSourceCentralFlorida.com collaborate I innovate I lead CareerSource CENTRAL FLORIDA

16 ~ CareerSource ~. CENTRAL FLORIDA Thank You! Meeting Packet Page 16 Questions?

Meeting Packet Page 17 WEB AND DIGITAL MEDIA 46,182 32,509 WEBSITE TRAFFIC WEBSITE 2.74 2.33 33.

time of individual sessions % of users coming back to the site more than once AGES 18-24 AGES 25-34 AGES 35-44 AGES 45-54 MOBILE/TABLET 28 Website Updates Completed

POST HIGHLIGHTS BEST PERFORMING TWITTER TWITTER LINKEDiN LINKEDiN SPONSORED POSTS FOLLOWERS 120,829 121,796 8,667 REACHED 8 REACTIONS/COMMENTS & SHARES 800 VIEWS

41% Tampa 3.12% Miami 3.7% Sanford 2.81% Kissimmee 3.63% 78 Intranet Updates Completed INCREASE 5,704 floridajobs.org; fox35orlando.com; sumtercountyfl.

8% 54% MARRIED Central Florida is becoming an epicenter for simulation and we are preparing students for that need- @SuptJenkins # OCSummit17 t.

17 Meeting Packet Page 17 WEB AND DIGITAL MEDIA 46,182 32,509 WEBSITE TRAFFIC WEBSITE % SESSIONS USERS independent times users are accessing site how many users viewed or interacted with site how many average pages viewed per user session average time of individual sessions % of users coming back to the site more than once AGES AGES AGES AGES MOBILE/TABLET 28 Website Updates Completed LIKES FACEBOOK 5, % March 31 PODCAST MILLENIALS - WHAT ARE THEY THINKING? POST HIGHLIGHTS BEST PERFORMING TWITTER TWITTER LINKEDiN LINKEDiN SPONSORED POSTS FOLLOWERS 120, ,796 8,667 REACHED 8 REACTIONS/COMMENTS & SHARES 800 VIEWS INCREASE 2,111 March 31 1,992 Jan. 1 TOTAL REACH Current Qtr. FANS KEY FACTS INCREASE.8% GENDER 72% Women Previous Qtr. Jan. 1 FACEBOOK TOP (5) CITIES Orlando 27.41% Tampa 3.12% Miami 3.7% Sanford 2.81% Kissimmee 3.63% 78 Intranet Updates Completed INCREASE 5,704 floridajobs.org; fox35orlando.com; sumtercountyfl.gov; fl-sumtercounty2.civicplus.com PAGES/SESSION SESSION DURATION RETURNING USERS 18.21% 26.57% 22.29% 18.49% 40.88% USER DATA TOP REFERRAL SOURCES.8% 54% MARRIED Central Florida is becoming an epicenter for simulation and we are preparing students for that # OCSummit17 t.'l 7 5 BUSINESS PAGE FOLLOWERS 2,680,h INCREASE THIS QUARTER 2.45% ADP RECRUITMENT 4,293 ORGANIC 1,860 SPONSORED CAREER CONEXTIONS 6,597 REACHED 10 REACTIONS/COMMENTS & SHARES FOLLOWERS KEY FACTS 26% 14% HOUSEHOLD NETWORTH 1MILLION + 84,200 ATTENDED GRAD SCHOOL 1,003 IMPRESSIONS TOTAL ENGAGEMENTS REACH IMPRESSIONS ENGAGEMENT CLICKS 49, CFHLA JOB FAIR 4,308 ORGANIC

18 PUBLIC INFORMATION/MEDIA RELATIONS Community Asset Indicator 114 EARNED Total Media Hits MEDIA 6/0 Press Releases / Media Media Advisories 65Hits Press Directly Related to Press Releases 3 Media Requests Received 57 Directly Requests Related to Media Requests 1for Awards High-Profile Project Quotes from CSCF CEO 5/1 3 Submitted Presentations: / Awards Won: NAWDP Leadership NAWDP Professional Dev. NAWDP System Building OBJ Women Who Mean Business Florida Sterling Manufacturing Business Excellence Award BoardSource Leadership Forum - Proposal Career Services Committee Orlando Economic Partnership One of Central Florida s greatest economic strengths lies in its business and industry diversity, which includes global conglomerates, niche industries, and cutting-edge innovators. CareerSource Central Florida is proud to offer a diversity of services to local and expanding businesses like DWM Facilities Maintenance, which utilized our team, facilities, and recruiting resources to staff its Orlando office We look forward to continuing our partnership with DWM as they plant roots and seek to grow in our community. IMPACT OF DIRECT CAMPAIGNS/ EVENTS PAID ADVERTISING TOTAL DIRECT S SENT % Average Open Rate» Orlando Solar Bears» Orlando Pride» Rollins College Athletics / University of Florida Gators Football» I-4 Business Magazine (January and February) Pamela Nabors, President/CEO, CareerSource Central Florida; Quote Requested by DWM Facilities Maintenance ADP (February 2017) 2 Direct s Sent in February 37 Submissions 43 % Average Open Rate *Industry standard for open rates is between 4 and 5%» Fox Job of the Day (June 2016 July 2017)» Orange County Library System (January and February) Deloitte (February and March 2017) 3 Direct s Sent in October 175 Submissions 32 % Average Open Rate CF Submittals (2 per week) EVENTS 56 Events 7 Published to Orlando Sentinel Printed Newspaper (all published online) Meeting Packet Page 18 Mayor s Job Fair (3,133 career seekers; 87 businesses) CFHLA Hospitality Career Fair (259 job seekers) CFEC Job Fair (2,415 career seekers; 82 companies) 64% Published Rate AUDIENCE REACH: CareerSource Central Florida had 27 media hits appear in the Orlando Sentinel, with a projected audience of 2,207,117 per media hit. Quarterly Communications & Outreach Report FY Quarter January 1, March 31, 2017 careersourcecentralflorida.com

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