Universal Strategies in the One-Stop Elena Varney, M.S., C.R.C. Institute for Community Inclusion...

Universal Strategies in the One-Stop

Elena Varney, M.S., C.R.C.Institute for Community Inclusion

National Center on Workforce and DisabilityUniversity of Massachusetts Boston

100 Morrissey BlvdBoston, MA 02125

[email protected]

www.communityinclusion.orgwww.onestops.info

http://www.communityinclusion.org/

National Center on Workforce and Disability/Adult

www.onestops.info

Information on Demand

888-886-9898

Elena Varney, M.S., C.R.C.

National Center on Workforce and Disability/Adult

www.onestops.info

Information on Demand

888-886-9898

Elena Varney, M.S., C.R.C.

http://www.onestops.info/

http://www.onestops.info/

National Center on Workforce and Disability/Adult www.onestops.info

Institute for Community Inclusion, UMass Boston www.communityinclusion.org

Universal DesignUniversal Design Goal: Create environments that are usable by as many people as

possible

Incorporating universal design: Create and design environments and services, which meet as wide a range of preferences and needs of individuals as possible

Meeting needs of people with disabilities is no longer considered “Special” or “Extra”

Done in an anticipatory way, and incorporated into typical service delivery

Focus on all aspects of organization: physical structure, service delivery,

etc.

Goal: Create environments that are usable by as many people as possible

Incorporating universal design: Create and design environments and services, which meet as wide a range of preferences and needs of individuals as possible

Meeting needs of people with disabilities is no longer considered “Special” or “Extra”

Done in an anticipatory way, and incorporated into typical service delivery

Focus on all aspects of organization: physical structure, service delivery,

etc.



Universal StrategiesUniversal Strategies

Universal Designphysical access

Universal Design for Learninginclusion and curricula for all

Universal Strategiesinclusion in the workplace



Universal StrategiesUniversal Strategies

What are the elements Simple (easy to understand)Flexible (accommodates wide range)Efficient (impacts profitability)



Pressure and Demands on One-StopsPressure and Demands on One-Stops

Policymakers demanding outcomes and more cost effectiveness

Employers expecting One-Stops to be single point of contact for qualified workers

Staff overwhelmed by numbers and needs of job seekers requiring supports & employer demand for specific skill sets

Funding cuts means do more with less Economy means demand for higher skilled

workers of increasing diversity

Policymakers demanding outcomes and more cost effectiveness

Employers expecting One-Stops to be single point of contact for qualified workers

Staff overwhelmed by numbers and needs of job seekers requiring supports & employer demand for specific skill sets

Funding cuts means do more with less Economy means demand for higher skilled

workers of increasing diversity



Diverse Populations Complex LivesDiverse Populations Complex Lives- Displaced homemakers - Low literacy- Ex-offenders - Poverty- Welfare recipients - Language barriers- Youth/Older workers - Cultural differences- People with disabilities - Lack of skills/work hx- Veterans - Child care needs

- Homelessness

- Displaced homemakers - Low literacy- Ex-offenders - Poverty- Welfare recipients - Language barriers- Youth/Older workers - Cultural differences- People with disabilities - Lack of skills/work hx- Veterans - Child care needs

- Homelessness



Examining Customer FlowExamining Customer Flow



Usability of System by CustomersUsability of System by Customers

Confusing to navigate (physically and/or programmatically)

Too many handoffs More assistance needed to access Time and staffing investment Dropouts at each level

Confusing to navigate (physically and/or programmatically)

Too many handoffs More assistance needed to access Time and staffing investment Dropouts at each level



Universal Learning Universal Learning

Based on educational concept that“chalk and talk” is not most effective teaching approach for all

Uses alternate approaches to benefit participants from various backgrounds, learning styles, abilities, and disabilities

Based on educational concept that“chalk and talk” is not most effective teaching approach for all

Uses alternate approaches to benefit participants from various backgrounds, learning styles, abilities, and disabilities



One-Stops are mandated to provide universal access to all

customers who are interested in employment services.

Universal strategies define approaches to provide the range of

workforce services in a way that individuals, regardless of their

abilities or needs, can access these services.

While originally discussed in relation to making services

accessible for individuals with disabilities, the concepts

apply to all individuals who have complex needs and could

benefit from the services of the One-Stop system.



Implementing Universal StrategiesImplementing Universal Strategies

Accommodating, user-friendly services, procedures for employers and job seekers

Achieved through LWIB and One-Stop policies, practices, and procedures

Identifying and responding to needs of employers and job seekers

Expanding options and flexibility that can help job seekers who need more customized approach to find training and employment

Enabling job seekers to access the full menu of services and supports through modifications and accommodations

Accommodating, user-friendly services, procedures for employers and job seekers

Achieved through LWIB and One-Stop policies, practices, and procedures

Identifying and responding to needs of employers and job seekers

Expanding options and flexibility that can help job seekers who need more customized approach to find training and employment

Enabling job seekers to access the full menu of services and supports through modifications and accommodations



Applicable to:Applicable to:

a) Outreach and marketing

b) Registration and orientation

c) Screening and assessment

d) Service delivery and coordination

e) Employer marketing and services

f) Performance measurement

a) Outreach and marketing

b) Registration and orientation

c) Screening and assessment

d) Service delivery and coordination

e) Employer marketing and services

f) Performance measurement



Universal Strategies in the One-StopUniversal Strategies in the One-Stop

Improve outreach opportunities Encourage engagement, registration and

participation of all job seekers Emphasize choice by job seekers: expanded

options and resources support through increased public and private sector collaboration

Develop common intake forms and procedures

Improve outreach opportunities Encourage engagement, registration and

participation of all job seekers Emphasize choice by job seekers: expanded

options and resources support through increased public and private sector collaboration

Develop common intake forms and procedures



Examples of Universal StrategiesExamples of Universal Strategies

I. Core Services A. One-Stop level strategies

1. Market inclusiveness of services, positive images of diverse populations

2.Offer assistance to all for forms/registration B. WIB level strategies 1.Publish info re: availability of auxiliary aids &

services 2. Develop policies on accommodations 3. Track data on services to people with disabilities

I. Core Services A. One-Stop level strategies

1. Market inclusiveness of services, positive images of diverse populations

2.Offer assistance to all for forms/registration B. WIB level strategies 1.Publish info re: availability of auxiliary aids &

services 2. Develop policies on accommodations 3. Track data on services to people with disabilities



RECEPTIONRECEPTION Clear signage in words and graphics

Signage indicates: Everyone is welcome What the One-Stop is What to do/where to go

Signs in alternate languages

Easy-read calendars andhandouts within reach

Transit information

On-line signup

Clear signage in words and graphics

Signage indicates: Everyone is welcome What the One-Stop is What to do/where to go

Signs in alternate languages

Easy-read calendars andhandouts within reach

Transit information

On-line signup

One-Stop EventsOne-Stop Events



IntakeIntake Multiple methods for completing

registration forms

Verbal/written instructions for each step of application process

Offer of different space or extra time to complete paperwork

Private space for individuals who need to verbally provide answers for intake/application forms

Basic intake/orientation materials in electronic format

List of assistive technology, method for requesting accommodations, etc. given to all customers

Multiple methods for completingregistration forms

Verbal/written instructions for each step of application process

Offer of different space or extra time to complete paperwork

Private space for individuals who need to verbally provide answers for intake/application forms

Basic intake/orientation materials in electronic format

List of assistive technology, method for requesting accommodations, etc. given to all customers



Receptionist/Front Desk

Receptionist/Front Desk

Friendly welcome

Clear instructions - verbally and in writing

Everyone asked about needing assistance

Staff comfortable meeting needs of diverse customer base

Staff knowledgeable about services, welcomes questions

Pad of paper for people who are deaf

Friendly welcome

Clear instructions - verbally and in writing

Everyone asked about needing assistance

Staff comfortable meeting needs of diverse customer base

Staff knowledgeable about services, welcomes questions

Pad of paper for people who are deaf



Workshops:Room Set-upWorkshops:

Room Set-up

Adjustable tables and chairs

Speaker visible to all participants

Materials in alternate formats

Availability of tape recorders & cassettes

Adjustable tables and chairs

Speaker visible to all participants

Materials in alternate formats

Availability of tape recorders & cassettes



Materials/HandoutsMaterials/Handouts

Use as large font as possible

High contrast (e.g.black & white)

Pages numbered

Formatting for visual ease

Use as large font as possible

High contrast (e.g.black & white)

Pages numbered

Formatting for visual ease

Graphics to supplement content

Basic, concrete language

Ample white space (not dense)

Available in electronic format

Graphics to supplement content

Basic, concrete language

Ample white space (not dense)

Available in electronic format



Curriculum DesignCurriculum Design

Instructional Arrangement Co-operative learning groups Peer partners: e.g. - matching 2 people up to work on

the computer

Lesson Format Case studies Role plays Real life examples Opportunities to do what is being taught: “tell, show,

do” method of teaching

Instructional Arrangement Co-operative learning groups Peer partners: e.g. - matching 2 people up to work on

the computer

Lesson Format Case studies Role plays Real life examples Opportunities to do what is being taught: “tell, show,

do” method of teaching



Presentation of Information

Presentation of Information

Give overview of information to be presented

Articulate clearly, using basic, concrete language, moderate pace

Use visual cues

Present material verbally and visually (handouts, flip chart, video, pictures, etc.)

Paraphrase participant questions

Indicate that additional assistance is available

Frequently offer opportunity for clarification or explanation

Give overview of information to be presented

Articulate clearly, using basic, concrete language, moderate pace

Use visual cues

Present material verbally and visually (handouts, flip chart, video, pictures, etc.)

Paraphrase participant questions

Indicate that additional assistance is available

Frequently offer opportunity for clarification or explanation



Resource LibraryResource Library

Clear signage indicating location of resources and materials, including availability of assistive technology

Materials organized, clearly labeled,color coded e.g. - job listings in blue binders

Symbols to designate help desk, phones, etc.

Scanner available

Staff knowledgeable regarding assistive technology, accommodations

Offer demonstrations of equipment as well as written instructions

Clear signage indicating location of resources and materials, including availability of assistive technology

Materials organized, clearly labeled,color coded e.g. - job listings in blue binders

Symbols to designate help desk, phones, etc.

Scanner available

Staff knowledgeable regarding assistive technology, accommodations

Offer demonstrations of equipment as well as written instructions

JOB JOB LISTINGSLISTINGS



Low Tech Tools - ExamplesLow Tech Tools - Examples

Dictionary Colored stickers Highlighter Post-it flags and notes Alphabet strips Velcro Pencil grips

Dictionary Colored stickers Highlighter Post-it flags and notes Alphabet strips Velcro Pencil grips

Keep a standard supply at each work station, in resource library, and classrooms



WORK STATIONS:Making Them Accessible

WORK STATIONS:Making Them Accessible

Rolling, height adjustable chair

Split surface height adjustable table Motorized (so it can be easily adjusted) Adjust monitor & keyboard separately

Screen reader

Voice output

Large monitor with moveable arm

Screen enlargement Including ability to print information in enlarged format

Rolling, height adjustable chair

Split surface height adjustable table Motorized (so it can be easily adjusted) Adjust monitor & keyboard separately

Screen reader

Voice output

Large monitor with moveable arm

Screen enlargement Including ability to print information in enlarged format



Suggested Signagefor Accessible Work Station

Suggested Signagefor Accessible Work Station

This work station has a number of additional features for customers who require them, which are not available

on other work stations.



Examples of Universal StrategiesExamples of Universal StrategiesII. Intensive Services A. One-Stop level strategies

1. Adopt non-traditional self-assessment strategies 2.New approaches (PCP, informed choice)usedB. WIB level strategies 1.Operational collab via MOU, agreements w/agencies

involved with various populations 2.Assessments focus on competence, not for prohibiting

access to vendors/services 3.Language in operator’s/WIA contractor’s RFPs

II. Intensive Services A. One-Stop level strategies

1. Adopt non-traditional self-assessment strategies 2.New approaches (PCP, informed choice)usedB. WIB level strategies 1.Operational collab via MOU, agreements w/agencies

involved with various populations 2.Assessments focus on competence, not for prohibiting

access to vendors/services 3.Language in operator’s/WIA contractor’s RFPs



Examples of Universal StrategiesExamples of Universal Strategies

III. Training Services

A. One-Stop level strategies 1. Promoting access to all for WIA training dollars

2. Training vendors across partners (VR, WIA) I.D’d for joint funding

B. WIB level strategies 1.Adequate # & nontraditional training providers

2.Accommodation policies for training providers

3.Creative training options, including OJT

III. Training Services

A. One-Stop level strategies 1. Promoting access to all for WIA training dollars

2. Training vendors across partners (VR, WIA) I.D’d for joint funding

B. WIB level strategies 1.Adequate # & nontraditional training providers

2.Accommodation policies for training providers

3.Creative training options, including OJT



Universal Strategies, ContinuedUniversal Strategies, Continued

Improve Service Coordination and Blending of Resources

Build Capacity of One-Stop Staff Input from community in determining site

locations Representatives of various populations

inform LWIB re: needs of community

Improve Service Coordination and Blending of Resources

Build Capacity of One-Stop Staff Input from community in determining site

locations Representatives of various populations

inform LWIB re: needs of community



Benefits of Universal DesignBenefits of Universal Design More individuals will be able to access and

utilize services and resources

More opportunity for self-direction

Increased success of workshops through greater understanding of content

Creates a welcoming environment for a broader range of customers

Ultimately will reduce the job search time for more individuals

More individuals will be able to access and utilize services and resources

More opportunity for self-direction

Increased success of workshops through greater understanding of content

Creates a welcoming environment for a broader range of customers

Ultimately will reduce the job search time for more individuals



Where To Go From HereWhere To Go From Here

Form a workgroup Internal/external representatives

Conduct an evaluation Taskforce, mystery shopper

Incorporate changes into staff training, standards, policies, procedures

Develop & implement short and long-term solutions Incorporate into continuous improvement processes Incorporate into customer satisfaction processes Make a change within your role/function/environment

to improve access

Form a workgroup Internal/external representatives

Conduct an evaluation Taskforce, mystery shopper

Incorporate changes into staff training, standards, policies, procedures

Develop & implement short and long-term solutions Incorporate into continuous improvement processes Incorporate into customer satisfaction processes Make a change within your role/function/environment

to improve access

Universal Strategies in the One-Stop Elena Varney, M.S., C.R.C. Institute for Community Inclusion...

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