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Today we will…
u Briefly describe our study of the accessibility of the public workforce system u Present findings from our research that illustrate the service experience for
customers with disabilities
u Describe how centers can:
THE CUSTOMER EXPERIENCE IN EMPLOYMENT SERVICES PACIFIC RIM - - PowerPoint PPT Presentation
THE CUSTOMER EXPERIENCE IN EMPLOYMENT SERVICES PACIFIC RIM - - PowerPoint PPT Presentation
THE CUSTOMER EXPERIENCE IN EMPLOYMENT SERVICES PACIFIC RIM INTERNATIONAL CONFERENCE ON DISABILITY AND DIVERSITY 2017 Linda Toms Barker and Kay Magill Today we will u Briefly describe our study of the accessibility of the public workforce
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What is the Public Workforce System?
FEDERAL LEGISLATION
Workforce Innovation and Opportunity Act (WIOA) of 2014
MULTIPLE FEDERAL AGENCIES
Department of Labor Department of Education Department of Health and Human Services
LOCAL SERVICE AGENCIES
American Job Centers (AJCs) Also called: One-Stop Career Centers WorkSource Centers Unemployment Office
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ACCESSIBILITY OF THE PUBLIC WORKFORCE SYSTEM
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The Accessibility Context
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Importance of Studying Accessibility
u Equal opportunity for PWD to access
AJCs is critical
u AJCs are where to go for job services:
§ Resumé help § Job listings § Job search assistance § Vocational training
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Accessibility Domains
PHYSICAL ACCESSIBILITY: The extent to which facilities are designed, constructed, or altered so that they are accessible to and usable by PWD. COMMUNICATIONS ACCESSIBILITY: The extent to which Center staff and partner agencies are able to communicate with PWD as effectively as with others. PROGRAMMATIC ACCESSIBILITY: The extent to which PWD have access to the full range of services available to all AJC customers regardless of disability.
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PHYSICAL ACCESSIBILITY
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COMMUNICATIONS ACCESSIBILITY
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PROGRAMMATIC ACCESSIBILITY
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First-hand Learning About Customer Experience
u Interviews with AJC staff u Survey responses u Observation u Customer Focus Groups
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Hearing Customers’ Voices
u Experiences u Perceptions u Barriers to participation u Sources of
satisfaction/dissatisfaction
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Participants’ Disabilities
PRIMARY DISABILITY SECONDARY DISABILITY
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Participants’ Experience with the Center
12% 32% 57% 58%
Receiving Job Training Attending Workshops Utilizing Resource Room Materials Meeting with a Career Counselor
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Physical Accessibility
u Easy to get to on public transportation u Great signage
Barriers
u No public restroom on site u Heavy door with no electric opener u Confusing finding your way around – Center
needs Braille labels
u Carpet hard to roll on
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Communications Accessibility
u Face-to-face meetings work best u Staff took time to talk through the material
with a visual learner having difficulty processing text Barriers:
u Communications software out of date
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Programmatic Accessibility
u Staff person with a disability was really
understanding and helpful
u Staff sent materials in advance for customer
to review Barriers:
u So many signs/posters it is hard to take
notice of them
u Lack of disability awareness/knowledge u Lack of familiarity with disability
services/resources
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AJCs Aim to Give Customers a Positive Experience
u Services provided to all, in an
accessible and welcoming manner
u All staff trained to serve PWD u Person-centered approach u Warm hand-off to appropriate
referrals
u All needed info provided
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Create a welcoming environment
DO: Offer accommodations to ALL customers regardless of whether they seem to need them (12% do this) DON’T: § Offer accommodations just to customers who are known to have a disability (38%) § Only to customers who seem to need them, based on staff observation (17%) § Only when customers ask for them (29%)
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Create a welcoming environment
Provide ALL staff with disability awareness training, regardless of whether they provide case management services or specialize in serving PWD: § Universal design principles § Different types of disabilities and needs § Community partners and service resources § Specific employment strategies (customized employment, supported employment, Ticket to Work)
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Create a welcoming environment
Involve people with disabilities (PWD) in center
- perations Some centers do it this way:
§ Consult PWD to help identify accessibility issues (32%) § Consult PWD to help resolve accessibility issues (31%) § Have one or more PWD sit on the WIB or AJC governing team (21%) § Have PWD serve as advisors to AJC staff regarding center operations (18%) § Hire staff with disabilities!
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Be aware of fear of disclosure
“Will people think differently about me?” “What might happen
if I ask for an accommodation?” “Will disclosing affect if I get a job or get promoted?” “Do I have a disability?”
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Options for choosing to self-disclose or not to disclose
* I have a disability * I would find it helpful to have special tools, accommodation, assistance, or
- n-the-job supports that will help me do the job better
* I do not have a disability * I prefer not to answer
Offer disability disclosure options
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Options for when and to whom to self-disclose:
* To all employers automatically * Only to federal contractor employers automatically * To all employers, including federal contractors, on a case-by-case basis * Never – the information will only be used for administrative purposes and not
shared with any prospective employers
Offer disability disclosure options
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Provide staff with training and resources
Provide staff training:
u Disability awareness and etiquette u Procedures for providing accommodations u Use of adaptive technology u Specific employment strategies for PWD u Disability disclosure u Local disability service resources u Section 503 - working with federal contractors and subcontractors
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Provide staff with training and resources
Build the agency’s support structure:
u Identify and train a disability resources coordinator u Encourage exchange of information and resources among staff u Conduct outreach to the disability community u Build strong relationships with disability service agencies u Facilitate referrals of job seekers to federal contractor employers
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