WIOA Adult and Dislocated Worker Programs Outside the One...

WIOA Adult and Dislocated Worker Programs Outside the One-Stop Center Request for Proposals Application 2020

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WIOA Adult and Dislocated Worker Programs

Outside the One-Stop Center

Request for Proposals Application

Complete in accordance with the Proposal Requirements as outlined in the Request for Proposals.

A. Cover Sheet

Indicate industry sector(s) targeted by the program:

☐ Aerospace & Defense ☐ Construction ☒ Health Care & Medical Services ☒ Information Technology ☒ Manufacturing & Logistics ☒ Mining and Materials ☐ Natural Resources ☐ Tourism, Gaming & Entertainment

Applicant Name: Arbor E&T, LLC dba ResCare Workforce Services Program Name: WIOA Adult and Dislocated Worker Programs Outside the One-Stop Center Contact Person: Anita Yang, Regional Director

Phone Number: 714-273-4423 Fax Number: 502-638-7920

Physical Location of Program: 4001 South Virginia Street, Suite H, Reno, NV, 89502

Mailing Address (if different):

E-mail Address: [email protected] Website Address: www. RescareWorks.com


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B. Assurances


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C. Organizational Information

1. Entity Type: Arbor E&T, LLC dba ResCare Workforce Services (RWS) is a nationally recognized workforce expert with operations throughout North America including Southern Nevada. RWS is a limited liability company incorporated in Kentucky on November 19, 2002.

2. Brief History: RWS is the leading provider of workforce solutions in the U.S., delivering workforce services since 1968. RWS offers a combination of career center operations, Job Corps centers, business services, and family support functions, serving job seekers, businesses, and in- and out-of-school youth. We operate 104 government- and grant-funded workforce programs in over 350 RWS-managed locations with 2,200 workforce professionals who set the industry’s standard for best practices. Our organization successfully implements WIOA and One-Stop services in both large urban areas and remote rural communities. Since 2013, we have been a provider of adult, dislocated worker, and youth services in Southern Nevada, including urban Las Vegas, and rural Boulder City and Laughlin. For program year 2018-19, RWS, along with our partners, positively impacted the lives of 47,468 adults and 22,536 dislocated workers across the country, giving them higher hopes for the future and pathways to economic security. RWS principals are our governing Board of Managers, including Mark Douglass (Manager and President) and Michael Vu (Manager and President), along with five additional subject matter experts. Our Board of Managers operates in a similar capacity as a Board of Directors (full listing on page 25). In Exhibit 2, we have provided resumes for RWS key Project, Leadership, and Service Delivery Team members who will support the project. For staff we have yet to hire, we have included the respective job descriptions.

3. Recording: RWS’ proprietary tool, WORCS, was built on a Quick Base platform to administer and track participant expenses related to training, support services, and work-based learning. WORCS allows us to manage, forecast, and direct client funding in a more strategic and efficient way. We utilize WORCS in many of our workforce programs where we manage over $244 million dollars in federal funding. The system can be set up to separate funding by contract and is customizable to each region’s participant spending caps and total budgeted funds available per type of activity. As training or support dollars are obligated, available balances are reduced to prevent over obligation. When invoices are paid, we will coordinate with Nevadaworks to identify actual expenses and reconcile them to the related obligations. Any variances result in our putting the remaining balance back into the pool of funds available for obligation. WORCS has built in stops that will not allow us to commit funds for a given participant beyond Nevadaworks’ approved lifetime limit for training assistance or to exceed the total budget for a specific fund source. All financial expenditures for WIOA Enrolled Participants are tracked through the EmployNV System. We are an expert at working with the EmployNV system as we currently manage over 1,300 cases in our Southern Nevada program. We track clients’ individual employment plans (IEP), employment and training activities, and supportive service needs. We track real-time spending within the local community. To date, there have been no findings in our yearly audits. Utilizing the EmployNV system, our Quality Assurance Specialist (QA) has a designed operating procedure that allows case managers to submit all new files electronically for review - regardless of physical location. Eligibility documents are uploaded into EmployNV, and non-PII forms are submitted via email. QA staff correspond with case managers, and once approved, create the required Participation in EmployNV within a 24-hour period. This process allows for faster and more efficient enrollment, and quicker access to services. Because it is completed electronically and entered into the MIS, there is always a chain of custody for important eligibility documents.


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4. Reporting: RWS is an organization with financial strength that can support its contracts. RWS assures the Board that there is no risk of default or mismanagement of program funds. During program year 2018, we managed over $244 million dollars of federal funding, including over $118 million dollars specific to WIOA in programs throughout the country. We have established, proven policies and procedures that adhere to GAAP and WIOA legislation. Our size and expertise ensure the board has a competent and trusted partner with the financial strength to stand behind our work. RWS maintains records based on the accrual method of accounting. The Oracle Accounting System is utilized for accounting and fiscal reporting. Oracle enables financial management of multiple locations, contracts, and funding streams. In addition, Oracle facilitates electronic integration of financial data between the local projects and our corporate headquarters. From Oracle, monthly reports can be generated including income statements, balance sheets, and general ledgers. All sub-ledgers are interfaced directly into the Oracle financial system. Subsidiary ledgers consist of fixed assets, accounts receivable, accounts payable, and payroll. Cash receipts and expenditures of funds are identified separately for each funding source and can be tracked to source documentation maintained for audit purposes. The system ensures proper accounting of costs in accordance with funding source regulations. Our chart of accounts works from a 24-digit combination of codes, making it possible to identify every expense by date, location, project, funding stream, purpose, allowability, and spending according to contract budgets. We hire local leaders in our key positions, Project Accountant and Project Director to ensure local oversight, supported by a national financial team to eliminate redundancies, establish controls, and ensure separation of duties.

5. Expenditure Detail Procedure: We have a strong financial system that ensures proper control of the funding spent. We utilize Oracle and WORCS for fund accrual and invoice tracking. ResCare has a robust invoice review process which requires that the Project Director ensures that the invoice matches the general ledger, procurement policies were followed, cost allocation aligns with the cost allocation plan, profit criteria is supported by required documentation and that the indirect and profit rates were calculated in alignment with the contract. We follow all of the required audit standards and we have the ability to produce checks for written/digital invoices and approvals. We reconcile our books within five business days, which proves our systems are efficient, our review process is accurate, and demonstrate we have financial analytics that drive decision making and community impact with financial resources. RWS projects have both an Internal and External Monitoring Plan and our financial systems not only safeguard the funds entrusted to us, but ensure that we fully invest all funding in the most efficient and effective way. Our system supports and aligns quality drivers and is the basis for our commitment to “Get Better.” We see the effective management of funds as critical to how we make an impact in our community to “Do Good.”

6. Compliance with Fiscal Requirements: For 51 years, RWS has financially managed government-funded programs for numerous funding sources. Nationally, RWS oversees $244 million from all funding sources. Our organization has extensive experience handling multiple federal, state, and local funding sources in accordance with OMB Circulars, Federal Acquisition Regulations, Sarbanes-Oxley, and GAAP. We successfully manage and account for state and federal funds from sources like WIOA, TANF, SNAP, NEG, Rapid Response, Reentry, and more.

7. Additional Organizational Information: RWS is committed to Creating Opportunities and Changing Lives. Our philosophy is Work Smart. Do Good. Get Better. Our


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customized urban/rural area service delivery model is based on our four core pillars of leadership, collaboration, innovation, and performance. Leadership - We recruit, hire, and develop leaders who demonstrate humility, integrity, inclusion, and passionate. As leaders in the industry, we are committed to using our position to introduce technology, processes, and systems that advance workforce programs and communities. Our leaders are purposeful to create an environment of hope/success that enhances the lives of those we touch. Collaboration - We bolster collaborative workforce models that prioritize our commitment to “Work Smart” by serving as highly-engaged partners in a diverse group of stakeholders who work collectively to advance communities, families and businesses. We routinely seek to expand our partnerships by identifying organizations that are able to align missions, resources and strategies to produce positive outcomes. The result is a holistic workforce system that strengthens individuals and the networks that support them. Innovation - We embrace innovation as a tool to facilitate our desire to constantly “Get Better”. Our revolutionary innovation strategies often result in workforce inventions that help transform how we work. Our evolutionary innovation strategies encourage local staff to leverage unique approaches to solve problems and develop best practices. Both innovation strategies help support the proliferation of new ideas that help advance the workforce industry. Performance - Performance is the result of everything we do and the active realization of our company philosophy. High performance standards are used to direct strategies/practices that improve workforce systems. At our best, we use performance measures to achieve community goals by leveraging data to make informed decisions that are the foundation for quality improvements. We have implemented these core strategies in our Southern Nevada program and have seen tremendous results. The local Northern Nevada team will be supported by our highly qualified Vice President of Operations, Michael Vu, and Regional Director, Anita Yang, who brings more than 30 years of experience in social service delivery, including experience with RWS overseeing Career Center activities, childcare programs, homeless and rapid rehousing, and TANF operations. In addition to serving Adults and Dislocated Workers and providing One-Stop Centers services for the thirteen counties identified in the RFP, RWS has also submitted three separate proposals, per RFP requirements, to serve Youth Outside the One-Stop, as well as Adults, Dislocated Workers and Youth Inside of the One-Stop Center. While these proposals are separate, they work together to leverage resources, relationships, and talent. Through this network, the Nevadaworks Centers across the local workforce development area will provide multiple points and types of engagement to ensure improved access, consistent service delivery, and coverage for all counties. We currently are executing on this model in Southern Nevada where we are co-located with the One-Stop Career Centers and provide services in 10 libraries across four different library districts. Upon being selected to provide services Inside and Outside of the One-Stop Center, RWS will ensure continuity and consistency of service across all regions, as our staffing structure works best when we can allocate staffing across multiple communities. We pioneer the development and implementation of new technology to the industry, including a comprehensive suite of tools as part of our commitment to innovation. These innovative tools are unique to us, and our team is trained to implement each to enhance service delivery, including The Academy, Career Pathways Explorer™, Performance Tracking System (PTS), and WORCS™. All this leads to industry leading performance, meeting and exceeding contract requirements, as well as making positive impacts in the communities we serve. RWS has five years of experience working with employers, large and small, in Southern Nevada. We will use that experience to outreach and engage employers within the sectors listed as priorities in this RFP in the Northern region.


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D. Program Narrative

1. Target Population Recruitment and Assessment: RWS seeks to recruit people with disabilities, underemployed, single parents, extremely low-income individuals, older workers, disconnected young adults, people with limited English skills, school dropouts, homeless individuals, those involved with the justice system, and individuals impacted by COVID-19, through our dynamic customized service delivery model that seeks to serve job seekers where they reside in their communities. We believe the customized service delivery model will be a perfect fit for Northern Nevada as it will function in a collaborative fashion without borders to bring together resources and services in order to streamline efforts, reduce duplication of services, and increase performance. The One-Stop Center serves as the centralized component of resources with multiple points and types of engagement and leverages existing infrastructure. The services offered outside of the One-Stop Center will improve access, consistent service delivery, and coverage for all counties through multiple platforms and points of entry, mobile service delivery, vast dissemination of information, and the ability to adjust to the needs of any community. We will quickly establish a network of partners and virtual points of entry where Talent Development Specialists (TDSs) will schedule standing meetings on location to deliver assessments, eligibility determination, and on-the-spot program enrollment. Once enrolled, talent development can be conducted using a host of virtual tools through smartphones or at internet-capable locations. All eligible job seekers will have access to our Roadmaps to Success© job readiness workshops delivered through WebEx or as YouTube-style modules, as well as access to The Academy, which offers over 8,400 career exploratory and soft skills remediation courses, including our GED Academy™ preparation series. We also bring our virtual, interactive job matching platform, Talent Market™, and would like to work with the Board to incorporate Virtual Hiring Events into the service delivery model to serve outlying communities. These tools allow job seekers to connect directly with businesses within their chosen career pathways. Our customized service delivery model also incorporates the mobile-centric platform, SARA, which promotes seamless communication between partners for co-enrollment/management and enables full collaboration and data sharing in real time. SARA collects program information from candidates without staff involvement through SMS (texting), email, and voice response. SARA is a State purchased software currently utilized by our team in Southern Nevada, where SARA is fully integrated into title 1 programming. Recruitment and Outreach RWS will develop specific outreach plans for each of the communities served, whether it is the urban region of Northern Nevada or rural. The foundation of our urban outreach plan will be strong partnerships with organizations currently connected to the priority populations. We will leverage these partnerships and create a network including community forums and collaboratives. Our rural outreach strategy will focus on raising awareness of the services we offer, sharing resources, and distributing information to hard-to-reach populations. We will use community hubs and libraries to disseminate information regarding our mobile service delivery offerings. We will conduct an analysis of who is currently using services in each location, their demographics, where they live, and other information about the current job seeker base that will help us develop plans to adequately address the gaps. These plans incorporate the following outreach strategies: • Veterans Services: We provide Priority of Service to veterans and eligible spouses and

immediately work to assess their needs and provide services quickly. RWS’ staff provides in-person services during scheduled hours at each location. Veterans will be given the opportunity to view and apply for newly posted positions within EmployNV prior to the posting being made available to all other job seekers. We host job fairs targeting veterans; veterans usually receive


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priority during recruitment events and job fairs. We will also present to community agencies, chambers of commerce, and employers to attract veterans to the One-Stop center and Access Points as well as to enhanced services in the community.

• Individuals with Low-Income: Our team will specifically outreach to individuals with low-income within local communities with the highest need. For the state of Nevada, 14.9% the overall population lives in or below the poverty line. For the targeted thirteen-county region, there are varying degrees of low-income: Carson City (19.3%), Elko (14.4%), Ely (17.1%), Fallon (20%), Fernley (11.2%), Reno, one out of every 6.2 residents in Reno lives in poverty or 16.2%, and Winnemucca (9.1%). We will work with the Department of Health and Human Services within each community throughout the region to coordinate and offer services to those with the greatest need by providing information and direction in conjunction with DHHS orientation sessions. Our team members will collaborate with local businesses with low-skill, low-wage jobs to identify low-skill workers who may be eligible for public assistance and/or may benefit from program services. We will also provide information to local low-income neighborhood associations and community centers, as well as reach out to and partner with local community organizations and homeless shelters to connect with homeless individuals of all ages.

• Limited English Speaking: Our Northern Nevada team will seek partnerships with organizations, such as the English as a Second Language (ESL) and English Language Learners (ELL) programs at Truckee Meadows Community College (TMCC) and Western Nevada College-Carson City to seek referrals, as well as to provide translation services for job seekers. We will create enhanced partnerships throughout the region to increase the footprint and availability of the Center and the services offered, engaging community organizations that serve individuals from various cultures. Team members will participate in culture and diversity training as part of their RWS onboarding process. We recruit personnel who are experienced in serving job seekers from the cultures that make up the population served and those who can speak the languages of those served and use Language Line as needed for translation services.

• Dislocated Workers: RWS serves job seekers at all levels, not just those with entry skills. We are experienced in placing high-skilled job seekers, such as displaced workers and long-term unemployed individuals. To meet the needs of this population, RWS, along with its partners, has worked hard to create service options that are attractive and relevant to displaced workers, including professional networking groups, workshops targeted to modern job search techniques, social media tips, and professional staff capable and confident enough to offer expert guidance to dislocated workers. We work in concert with Wagner Peyser, the Nevada Department of Employment, Training and Rehabilitation (DETR), and other local business services teams to provide orientation services to dislocated workers who complete the data sheet during the initial portion of the layoff. Additionally, we invite these job seekers to visit the Centers for additional services. We call or email displaced workers to follow up after the initial in-person meeting.

• Justice-Involved Individuals: RWS coordinates recruitment efforts with county justice systems, including juvenile justice, for referrals and opportunities to provide services to returning citizens and adjudicated youth. We partner with agencies to provide a specialized assessment, career guidance/planning, work readiness/work preparation training, customized subsidized employment and workshops, and attainment of career readiness certification to returning citizens with the assistance and guidance of partners. Furthermore, RWS’ Corrections to Work training addresses myths and misconceptions of working with returning citizens, understanding the challenges faced by returning citizens, understanding basic legal information regarding probation and parole, expungement, bonding, and more.


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• Individuals with Disabilities: RWS’ parent company, Res-Care, Inc., is the largest private provider of services to people with disabilities and the largest home care company. This heritage makes RWS well versed in meeting the needs of individuals with disabilities. We partner with Open Doors Organization (ODO) to ensure full ADA compliance. All team members receive Supporting People with Disabilities training to ensure we provide quality services and accommodations to persons with disabilities. We are adept in working with local and state social services agencies to provide assistive programs to job seekers who have physical or developmental barriers to employment. We work with and connect disabled job seekers to Vocational Rehabilitation program services.

Assessments RWS uses evidence-based tools that provide a comprehensive assessment beyond hard skills to support job seekers. Our assessments cover the following areas: hard skills, social determinants of health, employment and education history, characteristic profiling, English and math skills, remedial and soft skills, language barriers, and military to civilian integration. We provide the Traitify-powered Career Pathways Explorer™ interest inventory assessment that can be completed in just minutes by job seekers who swipe through a short series of images, answering “me” or “not me” to ideas and situations. Each image measures multiple personality traits, and multiple images allow for similar personality concepts to be retested and affirmed. Upon completion, the job seeker’s personality type is identified through scores, Top Two Personality Blend, traits, blend complements, and more. RWS also uses CASAS assessments as a valid and reliable way to assess the reading, math, listening, speaking, and writing skills of job seekers at the time of enrollment. We also provide basic and individual career services to assist Northern Nevada job seekers, including a robust set of career, education, and training services with access to workshops, labor market information (LMI), hiring opportunities, and referrals to partner agencies to support the path to self-sufficiency. We also offer services and solutions to meet business needs. Job seekers visiting any of RWS’ established Nevadaworks Satellite locations or Virtual System Access Points from any one of the 13 counties can expect to receive a thorough assessment of current skills and aptitudes. Our initial assessment includes a face-to-face interview with an advisor trained to assist job seekers to identify both strengths and areas for improvement. A summary of our assessment tools is listed below. Assessment Topics Assessment Tools

Academic Skills Level CASAS and GED Academy tests to determine basic math, reading, and language skill levels and functioning in relation to GED and academic requirements (college entrance exams).

Occupational Skills/ Work History

Prior Work History and Education identifies job experience and skills, establishes employment history, if any, and any formal skills.

Interests and Aptitudes

Nevadaworks Interest and Skills Profiler helps individuals understand their aptitudes and Career Pathways Explorer™, a visual personality assessment, gives participants a better understanding of their personality as related to careers. Online assessments such as My Next Move. Nevadaworks’ Career Exploration further determine a customer’s interests/pathways.

Foundational and Supportive Needs MoneySKILL® and Financial Needs Analysis identify areas of financial need.

Our customized service delivery approach is designed to increase the connectivity between partners, ensure a warm hand-off occurs, and allow TDSs to track other assistance being provided within and outside the scope of the ADW enrollment. Veterans, including recently separated Veterans and their spouses, will be a high priority group for WIOA assistance. In our programs nationwide, RWS coordinates with Department Veterans’ Outreach Program (DVOP) for co-enrollment into WIOA and organizations for specialized referrals for those veterans, often with disabilities or other barriers, to receive enhanced career guidance assistance or employment. We actively target veteran-friendly


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employers and connect with schools that provide transitional programs for veterans. We form relationships with the local DVOP for co-enrollment into WIOA programming.

2. Training Strategy: Based on the results of each job seeker’s comprehensive assessment, we work with them to develop a personalized employment plan. We connect them to our network of partners within the community that specialize in any particular barrier they may have. We provide LMI to effectively inform decision making for training options that lead to the greatest opportunities for employment after training. Examples of training topics for jobs to consider in Northern Nevada include Advanced Hospitality Coding seekers, Masonry, Lead EKG, Administrative Assistant, and we maintain regular contact through the training with both client and provider. Our Business Services team prepares and tracks a list of graduates from the program, assists with resume development, and interviews job seekers to assess their skills and suitability for job placements. We conduct targeted recruitments with employers. RWS identifies training opportunities that may include apprenticeships, traditional classroom training, occupational skills training, customized training, training-related supportive services, and work-based learning opportunities. We consider a variety of factors when determining the need for training, such as whether the individual has had any postsecondary training (i.e., vocational, military, academic, certificate), has obsolete training and experience, or has a newly acquired barrier (i.e., medical restrictions, criminal background, work-life balance needs) that makes previously acquired training and experience no longer viable for the participant. Enrolled job seekers will have access to employment and job readiness support services, including funds for work and interview clothing and supplies, bus passes, and required county and state work certifications, such as OSHA, Guard Cards, and Alcohol & Food Handling. Should the need for training be determined, we will present and consider a variety of training delivery options, including work-based and classroom training, as well as training providers from the most current ETPL for Northern Nevada. Work-based training may include OJTs (provide full-time employment to learn hard skills and employer-specific processes), internship (unpaid learning experience and exposure to field), and transitional employment (100% subsidized employment by RWS on a worksite, focused on hard and soft skills). With this information, the job seeker is guided and empowered to make informed decisions and smart career choices. RWS provides job seekers with specialized services, including behavioral management, development of social and work readiness skills, community access, and job placement services. RWS is the expert at integrating, leveraging, and building networks around systems that help job seekers become talented employees for business. We actively build relationships with participants and training providers to ensure ongoing communication during and after training that results in successful credential attainment, measurable skills gain, and connect job seekers with a Business Services Consultant once they reach the point for a job placement. We provide the training listed below to prepare job seekers for employment. Once placed, we maintain communication throughout the first week of training and monthly thereafter through phone calls and text messaging through SARA. Type of Training Description Customized Training

RWS outreaches to employers for customized training, convenes educational partners to develop customized curriculums, and the identifies candidates to participate.

Entrepreneurial Training

RWS supports the use of community partnerships to link job seekers with entrepreneurship skills development. For example, exploring the offering of The College of Business at the University of Nevada’s entrepreneurial program.

Incumbent Worker Training

RWS partners with businesses to enable their employees to advance along the career pathway through incumbent worker trainings. We develop solutions that involve educational institutions, as well as the WIOA and mandatory partner providers to ensure


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Type of Training Description training meets the business needs and is properly delivered and tracked.

Job Readiness Training

RWS prepares job seekers using our proprietary tools to make sure they have a marketable resume; one-on-one and small group job readiness activities that utilize our pre-vocational workshops including Roadmaps to Success© curriculum; interviewing skills, dressing for success, and other factors of marketability all tailored toward a particular employer.

Occupational Skills Training

RWS promotes skills development at employer sites through On-the-Job Training (OJTs), The Academy to offer short-term occupational training leading to certification in an in-demand industry sector, refer customers to post-secondary training providers for occupational credentials, assistance with transition and retention and coordinate with local Career Centers for qualifying Individual Training Account (ITA) customers.

On-the-Job Training (OJT)

RWS offers OJTs to customers whose assessment results indicate a lack of requirements to obtain a job in the selected career path. Program staff are responsible for the development of OJT openings in addition to unsubsidized jobs. OJTs are customer-driven, considering the skills and experience our customers need to earn.

Pre-Apprenticeships and Apprenticeships

RWS supports customers with deeper work histories with guided placement into an apprenticeship that lead to permanent placement in employment. For these customers, we focus on retention and advancement through career pathways once training is complete.

Private Sector Training

RWS encourages the provision of customized training that may be best operated by a private sector employer, a partnership between multiple similar employers, or a combination of private employer and public educational institution-delivery.

Transition Job Training

RWS brings broad experience in developing and managing transitional jobs programs. Paid and unpaid work experience is a part of many of our workforce operations nationwide.

As an example of our success in developing work experience, in South Central Oklahoma, we worked with local businesses and the local technology center to start a work-based learning program designed to bring awareness to construction trades that lack skilled workers. We worked to match interested job seekers to local employers willing to either start registered apprenticeships or offer on-the-job training. Currently, we have seven apprenticeships, with three more in the enrollment process, with a local plumbing company, Pippin Brothers, and Western Oklahoma Electrical. The program continues to generate interest from local businesses in need of skilled workers.

3. Outcomes and Follow-up Services: Follow-up services are designed so that we never lose sight of each participant’s current employment standing and retention status. As in our Southern Nevada program, we will utilize the integrated SARA system in EmployNV as the primary driver of our retention work. SARA will allow our team members to connect with customers through SMS (texting) and email and will provide customers the ability to use the voice response function for easy communication. Additionally, RWS will use phone calls; text messaging; home, school, or employer visits; onsite activities; and social media contact, as necessary. We also use wage records and all appropriate means to maintain contact with job seekers and employers throughout follow-up and, if necessary, provide support to re-engage if they need additional services. All activities, from day one of outreach through follow-up, will incorporate themes of commitment, accountability, and retention. Our structured processes will ensure job seekers who have exited our program are retained in employment or education, advance on their career pathway, continue to pursue and attain credentials, and experience earnings gains. Follow-up services will be conducted in partnership with the TDS for at least 12 months after the completion of participation. Follow-up may vary by individual based on unique needs. We view follow-up as more than a contact for reporting purposes; we engage in support groups, job coaching, candidate mentoring, and “alumni” activities and work with partnering agencies that may be able to provide additional supports, such as supportive services, to our individuals in follow up.


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We do this to keep clients connected. This approach lets job seekers know that RWS offers more than a job, but a career progression. We help job seekers navigate difficult conversations, such as how to ask for a raise, which increases their value and helps them progress in their careers. These conversations lead to a more skilled workforce for our community, more production for our business, and greater chance at a living wage for our clients. All activities are documented in the MIS system within two business days. We use ACT—Accurate, Complete, and Timely—as a benchmark descriptor to the focus and dedication we place on reporting and data entry responsibilities. Our quality efforts are a system of checks and balances between local staff and our external corporate quality teams. Local staff are designed to be a “level” system of checks and balances, with frontline staff submitting reporting data to their Supervisor for review and correction. We have staffed our program with a Quality Assurance Specialist to provide a second level from the Supervisor review for MIS and internal WORCS reporting efforts. Our Project Director and Regional Director are required to perform a percentage of quality reviews monthly. External ResCare resources are also used for quality assurance purposes on a scheduled basis to ensure ACT is in place and error-free reporting is the result. We track and report activities and performance outcomes daily, weekly, monthly, and annually in our Performance Tracking System. Our national success in aggregate is displayed below.

WIOA Measure PY17-18 Avg. Contract Goal

RWS Avg. Performance

PY18-19 Avg. Contract Goal

RWS Avg. Performance

Adult Q2 Employment 72.6% 77.3% 75.00% 80.85% Adult Q4 Employment 72.4% 76.3% 72.50% 78.03% Adult Median Earnings 2nd Quarter $6,012.43 $8,783.44 $5,538.00 $6,668.00 Adult Credential Attainment Rate 55.4% 67.43% 65.00% 68.76% DW Q2 Employment 77.4% 81.3% 78.00% 82.97% DW Q4 Employment 76.8% 77.5% 78.49% 84.04% DW Median Earnings 2nd Quarter $7,145.75 $9,596.66 $6,714.00 $7,972.00 DW Credential Attainment Rate 66.4% 78.89% 67.00% 75.13%

4. Program Implementation Timeline: The following table outlines our proposed Program Schedule. Completion of each item listed within the plan are contingent upon Nevadaworks review and approval, partner input, and final contract requirements. This plan is intended to be a living document to be revised regularly based on area needs, innovations, and priorities, with approval from the Board. We will assess the need to increase access points, especially in the rural areas, including adding Virtual Job Fair designed to allow job seekers to connect directly with businesses within their chosen career pathways. Even though it is not explicitly stated in each month’s plan, RWS continuously tracks, monitors, reviews, and evaluates quality, performance, financials, customer satisfaction, and relationships with partners and Nevadaworks, to deliver exceptional performance that results in positive impacts for the economy, businesses, and families. RWS trains staff to be proactive, rather than reactive, to accommodate sudden changes and be flexible in service delivery. For example, with the COVID-19 crisis, our company formed an Outbreak Preparedness and Action Committee to optimize coordination, communications, and preparedness. Our leaders have been quick to respond to the needs of our programs to ensure participants continue to receive training, employment, supportive services, and work to accommodate potential layoffs. For example, our Las Vegas program has transitioned all services to a virtual platform utilizing enrollments via phone, Zoom, and AdobeSign electronic signature. Throughout the contract, we will assess the need to increase access points and virtual job fairs, particularly in rural areas, in conjunction with our proposal to offer services outside the One-Stop.


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5. Contractual Partnership(s), if applicable: While we understand the importance of developing a partner network, RWS will not be sub-contracting any program elements at this time.

JUNE 2020 Award notification on or before June 15, 2020 Recruit, hire, and train staff Contract Negotiations with Nevadaworks Evaluate any caseload Begin setup of satellite locations and access points Review, transfer, and notify clients JULY 2020

Operational All new hires to complete Nevadaworks training to ensure compliant, accurate, complete, and timely case management and documentation • RWS employees complete initial training (new hire information, contract-specific, compliance, etc.)

Job Seeker Implement formal referral process with supportive service providers and community-based organizations for individuals to receive support needed to eliminate barriers • First release and training of RWS tools for job seekers (Roadmaps to Success©)

Business Analyze local labor market information to determine additional employers to be marketed for services; Begin employer outreach and tracking; First release and training of RWS tools for businesses

AUGUST 2020

Operational

Begin ongoing evaluation and refinement of the Customized Service Delivery model • Begin ongoing monthly meeting with Center team and partners to discuss performance, improvement opportunities, partner support, and forecast of future operations • Begin ongoing Quality Measurement Tool (QMT) quality assurance reviews/activities, where appropriate, adding tasks and reviews throughout the program year • Begin ongoing monthly update of Performance Tracking System • Begin ongoing month-end full financial review and forecasting activities

Job Seeker

Begin ongoing conduct of weekly group and daily one-on-one orientations for job seekers • Refine the Customized Service Delivery model flow to include days/times for assessment and one-on-one meetings and Individual Employment Plan development for those who need individualized services • Establish schedule for WebEx facilitated Roadmaps to Success© workshops and begin ongoing classes • Second release and training of tools (WorkKeys, Career Pathway Explorer™)

Business Ongoing participation in industry associations, other economic development/business-serving membership groups • Begin ongoing conduct of daily/weekly employer outreach, service provision, and tracking • Begin hosting monthly sector-specific round table sessions

SEPTEMBER 2020

Operational Establish 2020 personnel goals through ResCare Performance Management process • All RWS employees to complete Legacy in Action customer service training, and safety, diversity, and supporting people with disabilities training • partner staff may participate if deemed appropriate

Job Seeker Begin ongoing monthly reviews/updates of community resources list • Begin ongoing review/update of career ladder charts for accuracy/relevancy based on real-time LMI and business and industry input • Third release and training of RWS tools for job seekers (The Academy, GED Academy)

Business Begin ongoing assessment of employer partners to determine needs and fill gaps • Begin ongoing employer visits to satellites • Begin ongoing conduct of job fairs and hiring events at off-site locations

OCTOBER 2020

Operational Begin ongoing monthly meetings between supervisor and direct report to discuss career goals and progress as it relates to the ResCare Performance Management process

Job Seeker Begin implementation of Talent Market Business Develop collaborative group(s) of employers/educational institutions representing demand sector(s) NOVEMBER 2020

Operational Begin tracking/reporting of monthly performance against ResCare Performance Management goals for individual team members

Job Seeker Fourth release and training of RWS tools for job seekers (Talent Market) Business Training of RWS tools for businesses (Talent Market and Career Pathways Explorer) DECEMBER 2020 Operational Conduct annual year-end personnel reviews through ResCare Performance Management process Job Seeker Conduct Q2 job seeker focus groups to gather feedback related to marketing strategies and services

Business Begin monthly collaborative group meeting(s) •Begin hosting employer education meetings (all sectors) on topics such as reducing workers’ compensation costs, recruitment, legal issues, etc.


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E. Required Exhibits (not counted in the 12-page limit)

1. Organizational chart.


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2. Job descriptions or résumés of key program personnel.

MARK DOUGLASS President, ResCare Workforce Services

QUALIFICATIONS Mr. Douglass is the president of ResCare Workforce Services, a line of business in BrightSpring Health Services family of brands. Douglass joined the company in 2014 as a Workforce regional director. He was promoted from senior vice president of operations, to president in 2017. Douglass’ extensive background in workforce services helps him lead the business in development, change management and strategic planning. He drives operational excellence and growth in Job Corps Centers and Career Centers throughout the nation.

EXPERIENCE 2017 to Present President – ResCare Workforce Services • Responsible for the entire scope of operations including strategy design,

growth, operational excellence, team, and financial performance in a newly merged segment that includes ResCare Workforce Services and ResCare Education and Training, a combined total of over 4,000 employees in 28 states and Puerto Rico

2014 to 2017 Senior Regional Vice President – ResCare Workforce Services • Oversaw all aspects of workforce development contract agreements;

including operations, human resources, performance, customer relations, and financial management

• Analyzed project level performance and developed/implemented solutions to ensure all contractual expectations are met

• Oversaw Project Directors who manage day-to-day operations • Analyzed processes and developed plans for improvement to increase

positive outcomes for job seekers, youth and businesses • Developed solutions to meet the needs of local areas with programs

resulting in high levels of performance: educational gains, credentials, and job placement

• Maintained excellent funder relationships, and was responsive to local priorities and needs

2010 to 2014 Chief Operating Officer - Workforce Alliance and WorkNet Pinellas • Directly responsible for strategic planning and implementation, program

development and coordination, board and governmental affairs for two 501 (c) (3) corporations

• Reengineered service delivery model to streamline operations and create an atmosphere of empowerment and accountability

• Developed and maintained strategic partnerships with internal and external partners

• Met or exceeded all operational performance goals for both regions • Aligned organizations long-range planning to allow for seamless service

delivery EDUCATION • Bachelor of Science, Management, University of Tampa, Tampa, FL


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MICHAEL VU Vice President of Operations

QUALIFICATIONS Mr. Vu has worked in the human services field for over 19 years, working in various departments including program, operations, and finance. He has 12 years of experience in the design, procurement, implementation, and management of multi-million-dollar Welfare-to-Work programs. Mr. Vu’s determination and years of experience make him extremely qualified to handle any task in the Human Services field.

EXPERIENCE 2009 to Present

Vice President of Operations - ResCare Workforce Services, Anaheim, CA • Responsible for all aspects of program management including, program

design and implementation, budgetary and fiscal responsibility, human resource issues, maintaining excellent communication and relationships with customers, upholding policies and procedures

• Ensures contract compliance, manages quality assurance policies and procedures and maintain highest level of customer satisfaction

2002 to 2008 Project/Finance Manager - ResCare Workforce Services, Anaheim, CA • Responsible for all aspects of program management including, program

design and implementation, budgetary and fiscal responsibility, human resource issues, maintaining excellent communication and relationships with customers, upholding policies and procedures

1998 to 2002 Assistant Program Manager - Curtis and Associates, Inc., Orange County, CA • Assisted program manager with implementation, management and

monitoring of job services and retention services contracts with the Orange County Department of Social Service

• Developed policies, procedures, and implementation plans • Performed hiring, training, and development of staff • Networked with county, city, community-based organizations, and

employers ensuring effective communication and quality customer service

1997 to 1998 Trainer - Curtis and Associates, Inc., Orange County, CA 1995 to 1997 Account Executive - Curtis and Associates, Inc., Orange County, CA EDUCATION • Master of Business Administration, Finance, Pepperdine University,

Malibu, CA • Bachelor of Science, Business Administration, Business

Administration/Management, California State University, Long Beach, CA


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ANITA YANG Regional Director

QUALIFICATIONS Ms. Yang is a skilled workforce leader with more than 30 years of experience in building strategic plans, formulating policies, managing budgets, galvanizing partners and producing results that help strengthen labor management systems across multiple regions of the country.


Regional Director - ResCare Workforce Services, CA • Oversees Career Center activities, childcare programs TANF operations

in Hawaii, San Diego, Arizona, Orange County, California and Las Vegas • Builds cohesive, results-driven teams that advance the career aspirations

of job seekers and develops efficient workforce systems for local communities

2012 to 2015 Project Director - ResCare Workforce Services, CA • Oversaw the San Diego Health and Human Services Agency TANF

program for Central and North Count 2008 to 2012 Senior Director, Business Development - Policy Studies Inc.

• Responsible for strategic sales plan and served as subject matter expert for Workforce Services and Medicaid Enrollment Programs

• Led project start-ups and close downs 2006 to 2008 Senior Vice President of Operations and Business Development. -

Trusperity Acquisition Corporation • Responsible for expansion of business into one-stop shop real estate

bundled services • Developed business model/plan, marketing plan and budget

1992 to 2006 Regional Director - MAXIMUS, Inc., • Managed $60M+ project, overseeing development/implementation of

work plans and project deliverables; Supervised contract compliance • Directed daily activities of the Training Manager, QC Manager and

Contract Specialists, ensuring proper controls were in place to meet contractual deliverables, timelines and budgets

• Developed and procured new subcontracts • Led finance, budgeting, proposal writing and graphics teams

EDUCATION • Bachelor of Arts, Industrial Organizational Psychology, California State University, Los Angeles


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DEBRA L. GIORDANO Vice President, Service Delivery

QUALIFICATIONS Ms. Giordano brings seventeen years of broad-based experience as a board executive director, program operator, and director of operations across multiple states and programs; A skilled strategist who transforms strategic plans and program policies into workable solutions and benchmarks performance against key operational targets and goals. Ms. Giordano is a leader in workforce development policy and operations, has managed several transitions and is an expert at managing organizational change, implementing new programs quickly, and turning around underperforming operations.


VP of Service Delivery -ResCare Workforce Services • Responsible for the management and oversight of the national Service

Delivery Team, which supports operations at nearly 350 career centers across the U.S

• In this capacity, sets goals and manages outcomes related to: design and delivery of world class job readiness services and curricula to enhance the effectiveness of workforce professionals throughout the organization, development and maintenance of productive relationships with national and regional businesses

• Deployment of field support managers to enhance the quality and effectiveness of services across all operations, and implementation of proprietary and customized technologies to enhance the overall customer experience and outcomes, along with maintenance of a variety of unique systems to manage a wide range of program and performance data

2009 to 2016 Regional Director - ResCare Workforce Services • Provided direct operational support to 21 operations across 7 states: FL,

NC, KY, NV, OH, PA and SC • Supports WIA/WIOA Youth, One-Stop, Refugee Assistance and TANF

operations providing oversight and technical assistance • Developed resource sharing agreements that lead to increased revenue

through cost sharing and eliminates potential RWS risk due to partner default

2005 to 2009 Project Director - Arbor E&T, LLC, (CA, SC, TX) • Oversaw RWS contracted operations in Lower Rio Grande, Texas,

Fresno, California and Spartanburg, South Carolina. 1995 to 2005 Executive Director - Tompkins County Workforce Development

Board, Ithaca, NY EDUCATION • Tompkins, Cortland Community College

• Accounting, Business Law, Public Speaking, multiple Continuing Education Course


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PROJECT DIRECTOR

Reports to: Regional Director Key Responsibilities: • Provide oversight to entire program and technical assistance, including assessment of customer

satisfaction with program • Approve hiring of all program staff • Provide program staff with technical assistance and training in all aspects of education and

training • Ensure that program performance is on target with program and contractual goals • Ensure contract compliance with federal, state, and local mandates • Negotiate and review contracts; complete modifications as required • Prepare corrective action plans • Serve as liaison with the funding source, employers, other local human service agencies, and

RWS • Review and approve all program curriculums; provide assistance in development of program

curriculums • Oversee startup of new programs, including contract negotiation with funding source • Assist with development of proposals for new programs and replications, including

development of budgets, development of program design, and review of narrative • Coordinate program delivery services with Regional Director and corporate staff

Qualifications:

Related Bachelor’s Degree from an accredited university or college, or equivalent work experience. Five years professional experience organizing, planning, and developing programs and services at a management level with two years of upper-level management experience or equivalent combinations thereof. Demonstrated planning, training, and supervisory abilities. Excellent written and verbal communication skills. Ability to delegate, monitor, and evaluate complex and technical programs. Human resources and management skills. Bi-lingual preferred.


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PROJECT ACCOUNTANT

Reports to: Project Director

Key Responsibilities: • Perform monthly close process for project to include revenue and expense entries and review

of the project’s balance sheet • Prepare bank reconciliations and gift card inventory reconciliations, if applicable • Monitor activity to ensure accounting policies, procedures, and plans are executed • Develop, prepares, and supports annual budgets • Provide Actual vs. Budget analysis to include forecasting of fund availability • Ensure that procedures and policies are in place to facilitate effective and efficient financial

reporting compliant with local, state, and corporate policies • Oversee the project’s fiscal operations to meet project deadlines • Prepare budgets for all major funding streams and special project grants • Develop and maintains reporting mechanisms to assist with tracking expenditures and

obligations • Analyze corporate financial information as it relates to project revenues, expenditures, and

balance sheets • Account for project expenditures to ensure compliance with applicable regulations and

program requirements • Forecast expenditures used in planning program activities • Communicates with Board regarding budgets, billings, and financial related matters • Prepare customer billings for all funding streams • Assists internal and state monitors during financial review of program expenditures, and

prepare responses to monitoring reports • Train staff on changes in funding regulations, corporate policies, local operating procedure, and

Board policies • Prepare financial reports for corporate, state, and local management teams

Qualifications:

Bachelor’s degree or higher in business, accounting, finance, or related field. Three to five years of experience in business or accounting; or an equivalent combination of education and experience. Must have demonstrated knowledge of Generally Accepted Accounting Principles (GAAP), be able to interpret balance sheets and profit/loss reports and write and implement financial management policies and procedures.


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QUALITY ASSURANCE SPECIALIST

Reports to: Project Director Key Responsibilities: • Case file review • Write, review and/or update quality improvement plan items • Organize and participate in Administrative Quality Committee (five per year) • Present consistent feedback to management regarding areas that need improvemen • Determine and recommend corrective action in weekly reports to Project Director • Follow up on previously implemented corrective action plans • Score of 3.75 average on survey instruments • Maintain client complaint log and ensure clients are responded to within 24 hours of contact • Promptly establish corrective action plans • Other duties as assigned

Qualifications:

Bachelor’s degree in related field or an equivalent combination of acceptable related experience and/or training may be substituted for two years of the education requirement on a year for year basis. Minimum three years’ experience in Quality Management and project management experience. Knowledge of the principles, practices, methods and techniques of Quality Management. Excellent verbal and written communication skills. Ability to design and deliver presentations and programs. Three years’ experience conducting quality assurance and continuous improvement activates, including conducting audits and developing quality improvement and action plans. CWDP helpful. Excellent computer skills including Microsoft Word, Excel, PowerPoint and Access. Understanding of QM, CQI, Six Sigma, JCAHCO standards, Baldrige, ISO 9000, CARF or other recognized quality standards. Exceptional analytical skills.


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BUSINESS SOLUTIONS CONSULTANT Reports to: Project Director

Key Responsibilities: • Develop innovative plans and activities that build relationships with employers, community

groups, faith-based organizations, non-profits, and government agencies • Participate actively in local chambers of commerce, economic development organizations, and

other community groups serving employers • Conduct outreach and maintain relationship with employers • Perform preplacement and ongoing worksite monitoring to ensure safety of youth • Coordinate with staff when working with employers, chambers of commerce, local nonprofits,

and social service agencies • Solicit job orders and coordinate with case management and/or job development staff to fill

them • Work with businesses to identify job openings, alternative work activities, and training initiatives • Enlist cooperation of community and business leaders to help increase awareness of available

workforce services in the community • Maintain follow up contact with employers to determine satisfaction with services and plan for

quality improvement • Coordinate resources to optimize employment opportunities and available services for job

seekers • Perform worksite development for work experience, on-the-job training, and internship activities • Other duties as assigned

Qualifications

Related bachelor’s degree from an accredited university or college, or equivalent work experience. Directly related work experience in quality control or performance monitoring. Extensive background and experience with WIOA regulations. Familiarity with applicable federal, state, and local laws and regulations. Accustomed to complex, fast-paced, and confidential work environment. Excellent written and verbal communication skills. Demonstrated computer skills, able to use various software programs for correspondence, reports, statistical compilation and analysis, and database access.


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TALENT DEVELOPMENT SUPERVISOR


Key Responsibilities: • Review, recommend, report and implement programs to ensure that the project meets

contractual obligations and compliance issues • Manages the Talent Development Specialists, Talent Engagement Specialists, and Talent

Development Facilitators • Analyze processes and procedures to optimize performance • Define and sets operational goals • Prioritize assignments and adjust or adapt service delivery as needed • Understand all technical aspects of the operational units • Maintain knowledge of applicable federal, state and local laws, regulations and policies related

to welfare and workforce programs • Maximize performance and productivity • Delegate staff responsibilities to meet and/or exceed performance standards • Facilitate meetings with partners to promote full, frequent communication • Reviewsstaff performance and recommend corrective actions as needed • Coordinate training activities to ensure that all operations staff are properly trained to

implement project activities effectively • Develop and maintains standard operating procedures • Other duties as assigned

Qualifications:

Related Bachelor’s degree from an accredited college or university or equivalent experience. Experience organizing, planning and developing program operations at a management level. Demonstrated customer service skills. Detailed program knowledge. Excellent written and verbal communication skills. Excellent leadership, interpersonal and human resource management skills.


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TALENT DEVELOPMENT SPECIALIST

Reports to: Talent Development Supervisor Key Responsibilities • Identify potential work experience sites and job openings, contact employers, market job-ready

participants, maintain active job bank, and follow-up with employers after participant interviews • Provide case management to youth with a focus on helping each prepare for education,

complete training, or obtain employment that leads to self-sufficiency • Assist in identification and implementation of community service and work experience projects • Implement and enforce individual community service/work experience agreements and

collective worksite contracts • Submit worksite timesheets in a timely manner, disburse paychecks in a timely manner, and

maintain records on participant timesheets • Maintain close contact with worksites and participants • Ensure documentation is accurate and complete • Report problems and success stories • Work with youth to develop and continually update a service plan • Provide counseling, case management, and other support and intervention services to youth, as

needed • Ensure all paperwork is completed accurately and all customer records are maintained as

required • Develop and monitor work experience, internships, job shadowing opportunities, and

unsubsidized jobs for youth • Maintain referral network with other human service agencies in the community • Assist with workshop activities in the areas of basic skills, study skills, computer literacy, life

skills, motivation, and self-esteem building

Qualifications

Bachelor’s degree in business, marketing or sales or a related field and minimum two years of experience working with youth or other disadvantaged population. Familiarity with the communities being served, with knowledge and understanding of local needs and resources. Substantial, additional experience may be substituted for degree. Strong communication and organizational skills.


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TALENT ENGAGEMENT COORDINATOR

Reports to: Talent Development Supervisor Key Responsibilities • Assist with front desk coverage, greeting customers, and directing customers to appropriate

areas/services • Maintain receptionist coverage with a courteous phone manner • Maintain full and accurate understanding and ability to provide assistance in the intake

registration and data entry of customers as well as the eligibility determination processes • Work closely with staff to develop policies and procedures to document job instruction and

performance • Maintain accurate data entry to external customer’s database and internal database; prepares

reports from database as required • Schedule customers into appointments and workshops using required tools • Provide customers information regarding job fairs, workshops, and other events of interest • Provide administrative support to senior project management • Ensure the Resource Room is well stocked and maintains a professional appearance • Serves as an assessment facilitator and provides instructions to job seekers prior to taking

assessments • Review eligibility documents with job seekers • Conduct group orientation sessions with job seekers • Other duties as assigned

Qualifications

Bachelor’s degree in business, marketing or sales or a related field and minimum two years of experience working with youth or other disadvantaged population. Familiarity with the communities being served, with knowledge and understanding of local needs and resources. Substantial, additional experience may be substituted for degree. Strong communication and organizational skills.


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ADMINISTRATIVE ASSISTANT


Key Responsibilities: • Assist financial staff with clerical duties, including accounts receivables and payables,

photocopying, filing, typing, report preparation, faxing, etc. • Help prepare billings and invoices • Assist with budget preparation • Collect payroll and attendance records • Process bi-weekly time reports • Process invoices for review and approval by the Project Accountant • Reconcile P-card reports • Assist with front desk coverage and greeting customers • Maintain receptionist coverage with a courteous phone manner • Maintain full and accurate understanding and ability to provide assistance in the intake

registration and data entry of customers as well as the eligibility determination processes • Work closely with staff to develop policies and procedures as needed to document job

instruction and performance • Maintain accurate data entry to external customer’s database and internal database; prepares

reports form database as required • Schedule customers into appointments and workshops using required tools • Identify intake problem areas and proposes creative solutions • Willingly perform other clerical duties as assigned • Provide administrative support to upper level management • Complete special projects as assigned

Qualifications:

Minimum of a high school diploma and at least two years of clerical experience; or a satisfactory equivalent of education and experience. At least three years of customer service experience with strong verbal, listening and communications skills, as well as experience working in a high volume work environment. Strong communication and organization skills, computer skills, publishing skills and the ability to communicate clearly and concisely. The ability to relate well with individuals, ability to motivate. Ability to maintain a high level of accuracy in preparing and entering information. Ability to follow instructions well. Adaptable, flexible, and a fast learner. Creative and able to meet deadlines.


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3. Additional information pertinent to this request.

RWS Board of Managers

Managers & Board Roles E. Mark Douglass - Manager and President Michael Vu - Manager and Vice President Debra Giordano- Manager and Vice President Bradley Williams - Manager and Vice President James F. Mattingly, Jr. - Treasurer Kevin G. Fisher - Assistant Treasurer Steven S. Reed - Chief Legal Officer and Secretary


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Customer Flow Chart


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Staffing Plan Our culture is founded on the principles and practices of servant leadership. We recruit and hire staff who demonstrate passion for their work as well as integrity, humility, cultural competency, and perseverance. RWS will establish hiring criteria that includes a related degree education credential, equivalent work experience, or an equivalent combination of education and work experience. It is always our preference to hire from the local community where they have the best knowledge of and attachment to the community. The local team will be supported by our highly qualified Regional Director, Anita Yang, who brings over 25 years of experience in WIOA and TANF. Ms. Yang will be supported by Regional Vice President, Michael Vu; as well as Vice President of Service Delivery, Debra Giordano; and members of our national Service Delivery Team. Below, we have provided our proposed staffing for the Northern Nevada region by position and FTEs.

Northern Nevada Staffing Structure Project Director (.55 FTE) Administrative Assistant (.55 FTE) Project Accountant (.55 FTE) Talent Engagement Coordinator (.83 FTE) Quality Assurance Specialist (.55 FTE) Talent Development Supervisor (.83 FTE) Business Solutions Consultants (1.10 FTE) Talent Development Specialist (5.81 FTE)

Staff Tra ining We train new staff through a fully developed menu of training, cross-training, and ongoing development structured around foundational training, job-specific certification, and project-specific training and learning. Additionally, through our national Adult and Dislocated Worker Community of Practice, staff participate in monthly video meetings and have immediate access to their RWS peers across all projects who serve these populations and the best practices and knowledge they possess. Staff receive a host of trainings to improve overall operation as part of our annual compliance training, including HIPAA; You’re Safe, I’m Safe; Embracing Diversity; and others. During onboarding, all Northern Nevada team members will receive comprehensive training on WIOA Title I rules and regulations, including Wagner-Peyser and WIOA eligibility and enrollment requirements. Below details specialized and ongoing trainings:

Trainings Our Talent Development Team will be trained in career advising, developing employment plans, using the state systems, and case management. All staff will take the Talent Development Certification course to reinforce our talent delivery concepts, including assessments, career planning, case management principles, case noting, required documentation, follow-up and retention, and outcomes. Our Talent Development Specialists will participate in our Workshop Facilitator Certification training where s/he will become a role model in presenting the benefits of the employed lifestyle and sharing his/her expertise in job seeking and job readiness skills. All staff will receive Grow Your Legacy training to learn each component of our program design and curriculum, understand how it fits into our customer flow, and how to use the curriculum to motivate participants. Staff will be trained on targeted special populations, including veterans and justice-involved individuals. Staff will receive training on working with individuals who speak limited English. Staff will also participate in our comprehensive Opening Doors to Employment for Job Seekers with Disabilities. Frontline staff will participate in our former offender training, Navigating the Transition from Corrections to Work, which was developed to enhance the programmatic expertise of our workforce professionals who work with this population. RWS has developed new curricula for Sexual Harassment Prevention and Human


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Trafficking Training, as well as in-depth Resume Training, Interview Preparation Training, LGBTQ+ certification training, and Justice-Involved Training.

As is our custom in our programs across the nation, we will encourage participation in and provide opportunities for professional development through a multitude of sources, including conferences, seminars, etc., as appropriate.

Customer Service Approach Our service delivery strategy is informed using universal design to ensure everyone has equal access to services and by customer-centered design to meet the needs of each unique job seeker through individualized services. From a macro-level of universal program design and center operations, the center is inviting through the layout of furniture and equipment, and staff are welcoming and offer reassurance to customers that “you have come to the right place.” Center staff will be trained in RWS’ Legacy in Action Customer Experience training that includes cultural competency, mindfulness, and effective communication skills development.

Our world-class customer-experience training, Legacy in Action, creates a common purpose across all Career Center team members, regardless of funding source or line of reporting, driving a culture of performance and high-quality service delivery throughout the system. Legacy in Action includes online customer satisfaction surveys that collect highly valuable feedback that we share with team members to discuss outcomes in team management meetings. Throughout our operations across the country, RWS uses satisfaction surveys to obtain feedback about services from job seekers. As feedback is collected, our team analyzes it for continuous improvement and reacts promptly to concerns to ensure service recovery. We will provide satisfaction surveys for customers to garner feedback in Northern Nevada. We will follow up with employers that we host in-house events for, to obtain immediate feedback to ensuring continuous improvement procedures. All feedback will be documented so that trends and improvements can be made. Additionally, we will utilize vendor surveys to understand our customer satisfaction.


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Virtual Job Fair


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Roadmaps to Success

Roadmaps to Success curriculum

Planning for Interviewing Success – Job seekers begin this session by viewing the interview process through the eyes of an employer. They learn skills to open and close an interview smoothly and professionally, and are introduced to common interview questions, for which they begin to formulate effective responses. Through a video interview experience, self-critique, and observation of others, job seekers are immersed in the interview process. They prepare more in-depth responses to Top Interview Questions and focus on articulating their strengths and presenting themselves as potential employees. They also develop smart, yet honest responses to the ‘Weakness’ question. Practicing and Perfecting Interview Skills - During this session, job seekers are shown how their answers to interview questions should create an impressive picture of them fitting into a company culture. Intense practice of what they have learned while planning for an interview is the key to their success. Job seekers also learn and practice techniques on how to handle telephone interviews and off-the-wall questions. These exercises are done during workshop and encouraged to continue with the support of family and friends. Professional Communication - This session provides job seekers with the opportunity to contact employers directly over the phone to access the Hidden Job Market. It enables job seekers to become acquainted with the various ways to grow their network and increases their understanding of the elements of communication: listening, asking questions, and clarifying information. It enables job seekers to identify their “conflict style” and assists them in developing positive methods of managing conflict in the workplace. Through activities, they see the concepts in action and learn techniques for improving their own communication habits. Foundation of Job Search - This session provides an overview of current economic facts, effective job search methods, and benefits of the employed lifestyle. Job seekers are given an overall perspective of the job search process and introduced to a new job search skill of employing the Five Principles of Self-sufficiency and Success. Success in an interview discusses packaging and responsiveness, which helps to put the participant in control of a positive interview process. Marketing Yourself - Job seekers develop a ‘sales pitch’ that positively presents their strengths and experiences. The importance of interview-appropriate dress, grooming, and hygiene is emphasized through discussion, as well as with First Impressions scenarios. Job seekers visualize and develop action plans that will assist them in improving their interview appearance, nonverbal communication, attitude, and responsiveness. Job seekers learn guidelines for selecting references, create resumes that best reflect their skills and experiences, and practice writing cover letters. Professional Networking - Job seekers are introduced to networking as a key job search method; learn the REACH communication model that will help them make effective employer contacts, then practice ‘meeting the manager.’ This session includes using Social Media Networks while job searching to reach a broader range of employment opportunities. Lastly, this session emphasizes the importance and prescribes specific techniques for setting attainable goals. Money Management - In this session, job seekers learn to recognize their spending habits,


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identify their financial values, and set financial goals. They also develop a basic budget, using their own income and expenses, and then end the session by learning about tax credits for employed persons. Group exercises encourage job seekers to practice critical thinking skills. Succeeding on the Job - This session prepares job seekers to succeed in the workplace. The activities point out customer service basics and introduce participants to the 'A-Team' of Customer Service concepts. Job seekers practice verbal and nonverbal customer service skills while reinforcing the power of positive language and introduce the HEAR technique for resolving customer problems. All job seekers leave the program with a clear understanding about next steps.

The Academy and GED Academy


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Career Pathways Explorer


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4. For programs working with a partner(s), include signed letter(s) of agreement from partner(s) outlining activities and services to be provided by the partner(s).

RWS has not partnered with any organization for this proposal.


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5. Past Performance Evaluation Form(s).


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WIOA Adult and Dislocated Worker Programs Outside the One...

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Transcript of WIOA Adult and Dislocated Worker Programs Outside the One...