WorkSource TrackingSystem (WTS)

Gathering statistics on flow volume and the universal service activities of

WorkSource customers. November 2002

Goals

An automated system Reduce staff intervention, increase accuracy

Track both customer volume and services used Inform continuous quality improvement efforts

Reportable data Accurate, non-duplicated data for funders,

stakeholders, and Center operators Compatible with SKIES for possible integration

SQL – compliant database

Background

The state’s joint WDC/ESD Policy Committee surveyed all WorkSource sites to determine

how activity tracking was conducted To be fully effective, a common system was desired After substantial review, the system developed in the

Tri-County WDA was chosen as the state-wide activity tracking system for WorkSource

An Implementation Task Team was established to develop recommendations and standards for local implementation

An Implementation Guide was developed for local use

How WTS Helps Customers

Log in is easier and faster Log in at any Resource Lobby computer Workshop & Appointment log in at kiosks Activity tracking aids in resource procurement Accurate traffic flow data aids in adequate staffing

levels to meet demand periods The Swipe Card/ID will work in every

WorkSource site across the state

How WTS Helps You

Services and volume are accurately reported to support funding levels for Washington’s WorkSource system.

Customers are more self directed and each receives an orientation with consistent information

You may be able to more quickly

identify ways to help customers who

are ‘spinning their wheels’.

The WorkSource Tracking System (a typical example)

Customer’s first visit to WorkSource Walk In For Resource Lobby Activity

Name & ID # to Resource Specialist (SSN preferred, but not mandatory)

Receive personalized WorkSource card Receive orientation to WorkSource & Lobby

Sign in by swiping customer card or by keying in customer number.

Select services to use that day Use services as desired in Center Click the log out button

The WorkSource Tracking System

Subsequent WorkSource VisitsCustomer: Swipes customer card or enters customer number Identifies intended activities Uses services or attends workshops as desired in

Center Logs out, with final verification of services used

The WorkSource Tracking System

Staff Roles Welcome and orient customer Present advantages of participation

(“the “KEY” to access all our free services”) Ensure log in process Encourage log out verification of services used

Reporting Summary reports available for data driven management of

WorkSource Centers Individual customer activity report for case managers Statewide aggregate reporting for DOL and other

WorkSource funders and stakeholders

System Security & Stability

Security ESD IT staff have reviewed and verified Secure Socket Layer technology Off-line server storage Limited access to individual records

Network stability Backup manual procedures Professional back-up & maintenance Redundant Server

Support For You

All WorkSource staff will receive training on: How the system works How you can assist customers Language to use when discussing WTS How you can use the system yourself

A local system administrator is available to answer your questions.

System Features

Create a customer record in the system’s data base

First Name

Last Name

Social Security Number

System Features

Print a Membership Card

From any networked computer

Using a MS Word macro

Enter Name & SSN

Only Name prints on card

SSN is encoded

System Features

Customer Logs In

Most WorkSource Centers are using walk up kiosks located in a high traffic area.

Some local areas have located customer card readers at each PC.

System Features Customer

Enters Selections

Activity selections represent that day’s activities only

Kiosks have touch screen monitors

System Features

Case Manage-ment Staff

Can access individual customer activity

Produce individual customer report

Implementation Time Line

December 2001 – Workforce Development Directors agree to collectively implement WTS

February 2002 – WTS Steering Committee established April 2002 – System-wide parameters and

management protocols established June 2003 – ISP identified, server manufactured and

installed July 2002 – June 2003 Local implementation June 2003 – Statewide implementation

completed

For more information…

Your questions and comments are welcome. Please send them to the WTS Steering Committee, in care of: Andrew McGough 360-693-6362 amcgough@washingtonworkforce.org Check www.washingtonworkforce.org for updates