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Maximizing Your ROI Through Backroom Operations. Homer Boone WORKFORCE CENTRAL FLORIDA, Center Manager December 7, 2011. Background. Region 12 implemented a Backroom Operations Unit in August 2011

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Maximizing Your ROI Through Backroom Operations


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    1. Maximizing Your ROI Through Backroom Operations Homer Boone WORKFORCE CENTRAL FLORIDA, Center Manager December 7, 2011

    2. Background • Region 12 implemented a Backroom Operations Unit in August 2011 • The Backroom Operations Unit is made up of 14 FTE’s that supports 5 counties throughoutRegion 12 • Performance standards have been established for each staff • Monthly monitoring occurs and reports are released real-time

    3. Local Backroom Operations Perspective • Backroom Operations is viewed as: • Centralized approach to provide more direct services to job seekers • A timely means of documenting and monitoring job seeker services • Reduces the margin of error by centralizing data entry • Minimizes data entry requirements of front line staff

    4. Movement of Activities From Front-Line to Backroom Operations • Take the concept of a baseball team: • Manager/Coach: Coordinates the Team • First Base: Reporting • Second Base: UI/PREP/REA Management • Third Base: UI Re-Employment Services • Home Plate: Placements • Pitchers: Entry, intermediate and advanced front line staff • Catcher: Backroom Support Staff • Designated Hitters: Specialized Staff

    5. Manager/Coach • Assigns the right staff in the line-up • Cross-trains staff for all positions • Substitutes for poor performance/absence • Monitors and evaluates performance • Tracks and records data • Recognizes and rewards top performers • Develops game plan

    6. First Base • Reporting • Maintain accurate and update records of staff performance, including placements • Conduct internal QA on services entered in EFM and respond to monitoring report • Communicate with HELP DESK on programmatic issues • Research data for state monitoring

    7. Second Base • UI/PREP/REA Management • Manage PREP sign-in sheets and assessment documentation • Verify all services are entered and documented in approved LOP format • Ensure all PREP/REA schedules are conducted within established guidelines • Manage technical assistance to job seekers

    8. Third Base • UI Re-Employment Services • Manage UI Call Center functions - phone calls returned within 24 hours and all emails are followed up on • Monitoring of service codes entered in EFM and case notes • Conduct random customer service surveys • Outreach to Florida Ready to Work assessed job seekers • Finance • Services to Employers • Services to Jobseekers • Legacy Programs • Communication and Public Affair’s • WCF Board • ARRA

    9. Home Plate • Placements • Review reports for outcomes of job orders and placement • Managing and entering Regional placements • Verifying data for accuracy and LOP compliance • Validate placement information from BH10, BD01, IHR, special hiring events, etc. • Conduct follow-up contact with job seekers

    10. Pitchers • Entry, intermediate and advanced front line staff • Re-Employment Specialist (RES) • Universal Placement Specialist (UPS) • Veteran Representatives (LVER/DVOP) • Resource Room Technicians • Front Desk CSR • Focus on serving the customer - both employers and job seekers

    11. Catchers • Backroom Support Staff

    12. Designated Hitters • Staff that perform specialized functions • Regional IHR Staff • Regional PREP/Bonding Specialist • PREP CSR • Supercharged Skills Facilitators • Mobile Unit Coordinator • Online Support Technician • UC Customer Support Call Center CSR

    13. Best Practices • Consistency in EFM data entry • Updated/Real-time tracking reports • Crossed-trained Staff • Time invested in backroom staff development training can yield high ROI • Success stories from job seekers

    14. Questions

    15. For more Information • Contact Homer Boone • Hboone@wcfla.com • 407-531-1222 ext. 2076