WorkSource Membership System

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WorkSource MembershipSystem
Gathering statistics on flow volume and the
universal service activities of WorkSource
customers. November 2002
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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

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Background

• The states 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
• The system developed in Tri-County WDA was chosen
  as the state-wide activity tracking system for
  WorkSource
• NW Implementation Task Team developed
  recommendations for local implementation
• Implementation plan to be adopted by management
  group and Design Implementation Team

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How Membership 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
• Membership card will work in every
• WorkSource site across the state

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How Membership Helps You

• Services and volume are accurately reported to
  support funding levels in NW WorkSource Centers.
• 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.

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The WorkSource Membership System

• Customers first visit to WorkSource
• Walk In For Resource Lobby Activity
• Name SSN to Resource Specialist
• Receive personalized WorkSource membership card
• Receive orientation to WorkSource Lobby
• Sign in by swiping member card or by keying in
  member number.
• Select services to use that day
• Use services as desired in Center
• Click the log out button

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The WorkSource Membership System

• Customers first visit to WorkSource
• Attending Group Activity (workshop/orientation,
  etc.)
• Name SSN to facilitator
• Information picked up from training room
• Clerical staff makes card during the group
  function
• Clerical staff swipes card in kiosk and
• selects the group activity
• WorkSource membership cards
• distributed at end of group function

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The WorkSource Membership System

• Subsequent WorkSource Visits
• Customer
• Swipes membership card or enters member number
• Identifies intended activities
• Uses services or attends workshops as desired in
  Center
• Logs out, with final verification of services used

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The WorkSource Membership System

• Staff Roles
• Welcome and orient customer
• Present advantages of membership
• (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 NW WorkSource Centers
• Individual customer activity report for case
  managers
• Statewide aggregate reporting for DOL and other
  WorkSource funders and stakeholders

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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

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Support For You

• All WorkSource staff will receive training on
• How the system works
• How you can assist customers
• Language to use when discussing membership
• How you can use the system yourself
• A local system administrator (Gary) is available
  to answer your questions.

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Membership System Features

• Create a customer record in the systems data
  base
• First Name
• Last Name
• Social Security Number

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Membership 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

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Membership System Features

• Customer Logs In
• Whatcom lobby has membership card readers at each
  PC, as will co-located Skagit Center
• Whatcom Whidbey have walk up kiosks

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Membership System Features

• Customer Enters Selections
• Activity selections represent that days
  activities only
• Kiosks have touch screen monitors

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Membership System Features

• Case Manage-ment Staff
• Can access individual customer activity
• Produce individual customer report

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Implementation Time Line

• October 12 - Implementation Teams
  recommendations adopted by management group
• November 4 - Customer awareness WorkSource
  Membership progressive campaign commences
• December 12 - Final recommendations presented to
  the Design Implementation Team
• December 16 - Whatcom WTS goes live
• December 30 - Whidbey WTS goes live
• June 2003 Statewide implementation
• completed

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For more information

• Your questions and comments are welcome. Please
  send them to the Implementation Task Team, in
  care of
• Gary Smith 360-676-3241
• gsmith_at_nwisd.bellingham.wa.us