Request for Proposals: Integrated Services Delivery

Request for Proposals:

Integrated Services Delivery

1) Center Management for each of 4 integrated centers to deliver Workforce Investment Act (WIA) Title I services and TANF services and

2) Cross-Center Services for the workforce system in Philadelphia County PA ---

Bidder’s Conference Questions Due: Friday July 11, 2014 12:00 Noon Bidders Conference: Wednesday July 16, 2014 1:00-3:00PM

Deadline to Submit Questions for Response: Thursday August 7, 2014 12:00 Noon

Deadline to Submit Notification of Intent to Submit Proposal: Friday August 8, 2014 12:00 Noon

TABLE OF CONTENTS

Section I: Project Description/Overview

4

Purpose

5

Background

5

Contract Period

5

Eligible Applicants

7

Notification of Intent to Submit Proposal

7

Section II: Implementation of “No Wrong Door” Service Delivery Design 8

Section III: Procurement 1 Center Contractor

10

Section IV: Procurement 2 Cross-Center Services

29

Section V: Data Management and Information Systems

38

Section VI: Budget Information

41

Section VII: Critical Components

42

Section VIII: Responding to the RFP & Application Process

45

Attachments

1. Cover Page

2. Organization Information 3. Program Narrative

4. Budget and Budget Narrative 5. Contract Certification

6. Certificate of Insurance 7. Audited Financial Statement

8. Notification of Intent to Submit Proposal 9. Statement of Compliance

Appendices:

A. No Wrong Door Service Delivery Design

B. Assigned Contractor Responsibility for Products and Services in the Product Box

C. Performance Metrics and Success Indicators D. Proposed Integrated Center Design

E. Position Descriptions

F. Department of Labor & Industry Workforce Delivery System Policy 02-2014, Version 002

G. TANF/EARN Demographics H. PA CareerLink® Demographics I. Business Services Matrix

INTEGRATED CENTER AND SERVICE DELIVERY REQUEST FOR PROPOSALS

Section 1: Project Description

Overview

In accordance with the Workforce Investment Act (WIA) Philadelphia Works is the workforce investment board for Philadelphia and is charged by the Mayor to lead the city’s broadly-defined workforce system. Our Board of Directors and Chief Executive Officer are appointed by the Mayor. Our mission is to connect employers to a skilled workforce and to help individuals develop the skills needed to thrive in the workplace. Our strategic priorities align with the Mayor’s workforce agenda. Philadelphia Works is supported by federal and state workforce development funds, as

well as privately-raised funds to support our mission.

Our customers are both local and regional employers who seek a qualified workforce and job seekers looking to find their next job or advance in their careers. We serve these customers largely through contracting with service delivery partners. Our other stakeholders include economic development, education, employment, training, and human service agencies throughout the city.

What we do:

 Set policy for the workforce development system and strategic investment of workforce development funds

 Fund and provide technical assistance on career guidance, job training, and job placement services offered by educational institutions, PA CareerLink® Philadelphia, EARN Centers and youth service providers working through the Philadelphia Youth Network. Offer employers wage subsidies, employee training and re-training assistance, and work with them to help employees who have been laid off.

 Conduct research on employment and workforce trends and provide our findings to businesses, policy makers, service providers and the media.

 Promote public policy that meets the needs of jobseekers and employers.

 Create innovative partnerships and services to upgrade the skills of Philadelphians and meet employers’ needs.

Purpose of the RFP

Philadelphia Works announces this release for Workforce Investment Act (WIA) Title I Adult and Dislocated Worker funding and Temporary Assistance to Needy Families (TANF) funding to entities interested in providing or coordinating workforce development services to Philadelphia job seekers and employers. Specifically, Philadelphia Works is soliciting proposals for the delivery of services offered at four to five new integrated career centers (hereafter referred to as Center(s) located throughout Philadelphia. There is a potential for a fifth center if additional funding is secured.

Background

All Philadelphia County citizens 18 and older who are job seekers will be the targeted audience to receive services at the integrated centers. The primary goals are for all who enter to achieve their full career and employment potential through high-quality satisfying jobs. It is expected that the integrated centers will also provide Philadelphia region employers with a competitive and quality workforce through its services as a commitment to satisfying the needs of the city in providing a quality source of workforce. It is anticipated and expected that the newly developed Centers will support the mission of Philadelphia Works by establishing a Center that co-locates partner programs of the WIA and TANF funding streams and populations served; integrate the service delivery which will be prescribed in part by Philadelphia Works; enhance the services to the job- seeking customers and the employer customers; enhance the services provided to participants and integrate these with additional services provided by partner agencies and allied systems, such as education, and with high-quality, value-added virtual services; and achieve efficiencies while simultaneously providing added value to all clients.

Philadelphia Works is seeking qualified profit and not-for-profit organizations that can contribute to the strategic approach that there is no wrong door and every door is the right door, within the service design principles and parameters. This includes a recognition that in an increasingly digital world, the services offered should be as accessible to all customers virtually as well as in-person. In addition, the successful applicant will include ways to connect customers to services, including employment services, for those with barriers to employment, whether those relate to education, skills, English language proficiency, disabilities, criminal records, or other barriers to employment.

Contract Period

This RFP is issued for a three year period to be defined as each contractor begins to operate the integrated center with the first contract to begin approximately January 1, 2015. Contracts will be a hybrid of cost reimbursement and performance-based, with funding linked to defined performance outcomes, including WIA Common Measures, TANF measures and other system measures defined by Philadelphia Works. The anticipated budget for the integrated model Center Management

contractor is approximately $5 million dollars per center of combined TANF and WIA funds per center if there are four centers, and $4 million dollars per center if there are five integrated centers, all subject to change and further negotiation. The anticipated budget for Cross Center contractor is approximately $1.2 million dollars, of combined WIA and TANF funds, subject to change. The final budget and configuration will be negotiated after contract award notification. Unless otherwise negotiated, selected contractors must be ready to begin start-up operations on a phased-in basis beginning January 2015 through November 2015, with full operations of the sites expected to begin from April 2015 to December 2015 as determined by the start- up schedule of openings. For the purpose of this RFP, start-up relates to the setup of all operations of the Center. Selected contractors are responsible for adhering to all requirements imposed by Philadelphia Works, Pennsylvania Department of Public Welfare, and the Pennsylvania Department of Labor & Industry. The start-up requirements listed in this RFP are not all inclusive and may be modified by Philadelphia Works or its representatives to meet the needs of the Center. All requirements listed will be negotiated once the decision to award funding has been made.

 Staffing: Contractors are expected to begin the hiring process immediately after start-up agreements have been finalized. Management/Supervisory staff should be hired within 30 days of finalized start-up agreements. Other staff should be hired on an ongoing basis throughout the start-up period. Reference Appendix J for the required staffing levels for the integrated services delivery model.

 Training: Philadelphia Works will provide a schedule of training that includes the topics and locations of the training. Staff hired at the time of the training will be expected to attend all training. There is the expectation that Contractors’ management/supervisory staff will also conduct training for any staff hired after the start of training.

 Occupation of the site: Selected contractors must be ready to occupy their assigned site and begin operations according to schedule.

 Computer systems: As applicable, contractors must ensure that any proprietary systems are compatible with Philadelphia Works and state required systems; and that no system interruptions occur as a result of installation of proprietary software and/or hardware.  Financial Operations: Selected contractors must ensure that they understand their financial

reporting and invoicing requirements. Staff from Philadelphia Works’ Finance Department will provide contractors with needed information.

 Contract Negotiations: Contractors are expected to negotiate, in good faith, the terms of the contract for services that begin on their scheduled start date. (Unless otherwise negotiated).

Eligible Applicants

Proposals will be accepted from any private for-profit agency, private non-profit organization, government agency, or educational institution that can demonstrate the capacity to successfully provide the services identified in this RFP. Proposals with sub-contracted services are not allowed however responders are strongly encouraged to maximize the full array of resources among community organizations and adjunct workforce development systems in the development of the proposal.

Organizations with a strong understanding of the local workforce system, employer base, challenges to job seekers and that have established local relationships with educational and training organizations, employers, and community-based non-profits active in the city are encouraged to apply.

Due to the volume of information contained in the various laws and regulations, programmatic requirements and references found in this RFP are considered summaries. Copies of these documents will not be provided by Philadelphia Works. Knowledge and understanding of the full text and content of these applicable laws, regulations and programmatic requirements are the responsibility of the proposer.

Please note that requirements contained in this RFP may change based on revised local, state and federal rules. Proposers will be required to make staffing and programmatic modifications to accommodate the changes throughout the life of the agreement.

 Each center will be led by a Site Administrator, who is selected with the consent of the Operator Consortium, the Local Management Committee (LMC), and Philadelphia Works. This is consistent with the Commonwealth’s Center Certification and Workforce Service Delivery Policies, issue date of 02/2014 and effective 7/01/2014.

 Responders may be required to make an oral presentation of their submission or be asked to interview with the proposal review committee as part of the selection process. The tentative date for any presentations requested is the week of October 20, 2014.

Notification of Intent to Submit Proposal

Please submit the attached Notification of Intent to Submit Proposal found in Attachment 8. The form must be emailed to Philadelphia Works at [email protected] no later than Friday August 8, 2014. While failure to notify Philadelphia Works through the Notice will not disqualify you, it will provide us with needed information for planning purposes.

Section II: Implementation of the “ No Wrong Door ” Service Delivery Design

The following section provides the framework and design for the service delivery model. The information provided is laid out in such a way that the overall delivery system for Procurement 1, the integrated center Contractor, is described, followed by two distinct sections that provide specific elements, policies, guidelines and nuances for each of the two funding streams, WIA Title I and TANF, that will be used to finance this new integrated model of service delivery. It is critical that both funding streams are understood separately as well as how the funds will be used to support the integrated model and simultaneously achieve performance.

The individual performance measures per funding stream as well as the overall success indicators will be the responsibility of the contractors for Procurement 1. The description of Procurement 2, Cross-Center Services delivery, follows and the background knowledge and detail for WIA Title I Intensive/Training and TANF funding is also key to understand and appreciate as this procurement crosses centers and works with the myriad of staff that are functionally supervised, as well as funded by, an integration of funds from WIA Title 1 Intensive/Training and TANF to achieve the success indicators outlined for Procurement 2.

Philadelphia Works Board (in partnership with members of the Operator Consortium who serve as a system’s coordinator of services and the Local Management Committee

which provides

strategic leadership over the EARN system

delivery design to be implemented beginning April 2015). The No Wrong Door approach to services is in direct response to the Mayor’s charge of streamlining the workforce system so that

Philadelphia’s citizens and businesses can access the resources they need at any point of entry. To advance this work, in 2012 Philadelphia Works initiated a strategic planning process that engaged the board, senior staff and stakeholders from more than 80 organizations/businesses during which time stakeholders provided input on the strategy and operational aspects of achieving this end. From this, No Wrong Door was stemmed, and is one of five strategic priorities that are codified in our Strategic Plan which can be found on our website at www.philaworks.org. To fully realize the No Wrong Door strategic priority, Philadelphia Works is seeking contractors to implement an enhanced service delivery model design in each of the integrated centers.

The adopted service delivery framework and design is outlined in the attached report (“No Wrong Door: Integrated, Quality Service Delivery” in Appendix A). Bidders will need to carefully review and study this report, since proposals received will be evaluated based on the bidders’

commitment to, understanding of, and operational plans for the successful implementation of this design.

Proposals are solicited for the implementation and operation of two different components of the “no wrong door” design:

1. Procurement 1: A Center contractor for each of the four to five comprehensive centers, which includes major responsibilities for:

 Successful operation of the Center within the “no wrong door” specifications  Successful operation of the WIA Intensive/Training Program

 Successful operation of the TANF Program

2. Procurement 2: A single contractor for Cross-Center Services, which includes major responsibilities for:

 Successful operation of the “community engagement and outreach” function in support of all Centers

 Successful operation of the “business services” function in support of all Centers and for all Philadelphia and regional employers

 Successful operation of the “service enhancement and product box coordination” function in all Centers

Bidders may respond to either or both procurements. It is anticipated that five to six contractors will be selected one for each center and one for Cross-Center Services delivery.

All bidders must agree to the following preamble specifications in order to be considered

for selection:

 Agree to partner closely with Philadelphia Works, the Operator Consortium, and the Local Management Committee in a productive relationship and in a spirit of continual improvement

 Agree to partner with the other selected contractors and Center co-located partners in the continuous improvement of the “no wrong door” service delivery design

 Agree to implement the service delivery procedures as specified in the service procedures manual to be provided by Philadelphia Works by the initiation of the contract

 Agree to implement the service design to accomplish the specified success indicators for each service component

 Agree to provide sensitive and meaningful functional leadership to all staff assigned to the Center, program, and support functions for which they are responsible (including staff that are not directly employed by the contractor) in compliance with the

Pennsylvania Department of Labor and Industry’s Workforce Delivery System Policy 02-2014, Version 002 which is attached in Appendix F)

 Agree to not subcontract any portion of the contract awarded

 Agree that all key staff, specifically the Site Administrator and the Cross-Center Manager, will reside in the Philadelphia area

Section III: Procurement 1, Center Contractor

Philadelphia Works is clearly prescribing the Center design and model for the integrated centers. It is expected that the contractors selected for the Centers will implement the design model as described and provide their expertise and strategies for effectuating the delivery model in totality. Major Responsibilities of Each Center Contractor:

 Work with the Operator Consortium, Local Management Committee, Philadelphia Works, and other Contractors to continuously improve the “no wrong door” system  Implement the “no wrong door” services delivery plan and its universal customer flow

within the Center (and with allegiance to the standardized procedures to be used in all Centers)

 Functionally lead and direct all Center staff within the parameters of the Pennsylvania Department of Labor & Industry’s Workforce Delivery System Policy 02-2014, Version 002 which is attached as Appendix F

 Achieve the defined center-wide success indicators

 Operate and staff the WIA Intensive/Training Services program and achieve its performance goals and success metrics

 Operate and staff the TANF-funded program and achieve its performance goals and success metrics

Specifications and Design Details for Each Responsibility:

1. Work with the Operator Consortium, Local Management Committee, Philadelphia Works, and other Contractors to continuously improve the “no wrong door” system

 Partner closely with the Philadelphia Works staff, the Operator Consortium, and the Local Management Committee in a productive relationship and in a spirit of continual improvement

 Partner with the other center contractors, the Cross-Center Services contractor, and other co-located Center partners in the continuous improvement of the “no wrong door” service delivery design

2. Implement the “No Wrong Door”, Integrated Services Plan and its Universal Customer Flow within the Center

 Services will be delivered to meet the commitments that Philadelphia Works makes to all customers who enter the Center; each customer should expect and receive: o A one-on-one initial Center welcome that is warm, respectful, and responsive o An opportunity to identify their skills, improve their skills, and get the best job

possible with their skills

o Finding a job that is better than the job they could have found on their own o Personalized and customized services

o Tangible, value-added services at each and every Center visit

o A service focus (and not a program focus) with the fewest service entry procedures as possible

o Easy access to a robust series of services that are responsive to their needs and that makes them more competitive in the labor market

 To fulfill these customer commitments each Center will:

o Organize universal service delivery of core services by purpose and function and not by program silos

o Offer Center customers more than what they could get through self-service at home or virtually

o Realize that Center customers need both skills and jobs and organize services so both are emphasized and delivered concurrently, when possible

o Commit to transforming every job seeker who enters the Center into a better job candidate

o Emphasize skill development as well as labor exchange

o Increase Center customer access to and use of skill development services

o Meet performance measures and success metrics and improve outcomes through the delivery of value-added services

 Overview of the universal, “No Wrong Door” Center customer flow: o Universal Welcome process for first-time Center customers

The Universal Welcome process will be provided to all first time Center customers (whether referred, outreached, or walk-in) and has two key components:

1. Registration in the Job Gateway system 2. An initial, one-on-one welcome meeting

Upon entering the Center, customers will be warmly welcomed by the staff at the Greeter Desk. The Greeter will ask five key questions:

1. Welcome. How may I help you? 2. Have you been to a Center before? 3. Have you registered in Job Gateway?

4. Are you comfortable with using a computer? 5. Are you a veteran?

Completion of Job Gateway system registration for those not registered: o If the customer has not been to a Center before, has not registered in Job

Gateway, and is comfortable using a computer, the Greeter will direct the customer to the self-service resource area to complete the Job Gateway system registration (with staff support, if needed and requested).

o The customer is introduced to the Job Gateway system registration in the resource area; after which the staff in the self-service resource area will walk the customer to the Welcome staff who will conduct the one-on-one welcome meeting.

o If the customer has not been to the Center before, has not registered in Job Gateway, and is not comfortable in using a computer, the Greeter will give the customer a “paper and pencil” version of the Job Gateway system registration for completion and ask them to return to the Greeter Desk when it is

completed.

o When the customer has completed the paper and pencil version of the Job Gateway system registration, the Greeter will then notify Welcome staff that the customer is ready for a one-on-one meeting.

o If the customer has not been to the Center before and is already registered in the Job Gateway system, the Greeter will notify the Welcome staff that the customer is ready for a one-on-one meeting.

 One-on-one welcome meeting:

All first-time Center customers (after the minimum entry of customer work and education history are entered into the Job Gateway system registration) will then receive an initial one-on-one meeting to welcome customers to the center; this meeting (of approximately 20 to 30 minutes) will include:

o A review of their Job Gateway system registration. If a customer is non-TANF, a referral to a Job Gateway workshop will refine it. If TANF, EARN staff will refine it.

o A core initial assessment of customer needs and wants, including highest education level attained, and questions that lead to analysis of any barriers to employment encountered by the person.

o Referrals to community-based organizations for additional services and education or training opportunities if they are un-credentialed or minimally credentialed, if needed and wanted;

o Immediate scheduling of and access to the universal core services in the product box.

o If the Job Gateway registration and resume are complete, then job leads and referrals (for which the customer is qualified) using Job Gateway.

 Following the universal, one-on-one welcome for first-time Center customers: o All customers will be given the opportunity to meet one-on-one with the

Center’s universal skills/employment staff for additional staff-assisted consultation

o All customers will be given the opportunity to use the resources in the Career Resource Center (CRC) with the support of the universal skills/employment staff, if needed and wanted

o All first time referred TANF customers, will meet with the TANF program staff on the same day as their first visit

o Customers outreached for PREP or any other mandated state or federal program, will have on their first Center visit a meeting with staff assigned to that program function

o Customers who are interested in WIA intensive/Training Services and are on their first visit, will include a return visit appointment with WIA-specific staff o Customers who are interested in and potentially eligible for other collocated partner programs (such as Veterans, Vocational Rehabilitation, 55+, adult and continuing education, and Trade) will be given an opportunity to meet at a return visit appointment with program-specific staff

 Returning Center customers:

o If the return Center visit is to meet with program-specific staff, the customer will be directed by the greeter to the program staff; all program-specific staff will encourage their customers to access universal services in the product box o If the customer is returning for a universal service in the product box (such as

workshops), the customer will be urged to access other services in the product box for continuous engagement

o If the customer is returning to meet with the universal skills/employment staff, the customer will be directed by the greeter to that staff; the universal

skills/employment staff will encourage customers to access all universal services in the product box to increase continuous engagement, make appropriate referrals to other community-based organizations and services, and, if the customer is interested and potentially eligible, make referrals to other co-located partner programs (including WIA Intensive/Training Services, and MCOL enrollment)

3. Functionally lead and direct all Center staff (within the parameters of the Department of Labor & Industry’s Workforce Delivery System Policy 02-2014, Version 002 and Each Partner’s Memorandum of Understanding)

 Staffing for each center includes:

o A Site Administrator and an Administrative Assistant (with shared funding under the Resource Sharing Agreement with OVR, UC, Wagner Peyser (WP), WIA, and TANF) and hired by the Center contractor

o The Site Administrator is responsible for the day-to-day operations of the Center, providing direct and/or functional leadership and management of all Center staff, the implementation of the “no wrong door” customer flow and procedures, and achieving the Center’s success indicators

 The universal customer flow staffing for the delivery of core services, includes: o The Greeter Function/Team: 2 full-time (funded and staffed by the WIA and TANF

programs)

o The Welcome Function/Team: A Team Lead- staffed by Wagner Peyser supervisor; and 5 to 8 full-time Workforce Advisors (1 of which are Wagner Peyser staff) in each Center (funded and staffed by the WIA, TANF, and Wagner-Peyser Programs) o The Skills/Employment Function/Team: 3 (1 WIA and 2 Wagner Peyser) full-time

Workforce Advisors(funded and staffed by the WIA and Wagner-Peyser Programs) o All staff in the Greeter, Welcome, and Skills/Employment Functions and Teams will

be cross-trained to deliver any of these three functions. The staff will be deployed by the Site Administrator based on real-time customer demand to ensure minimal customer wait times for services

o The Site Administrator will serve as the direct supervisor (and the contractor will serve as the employer of record) for the staff funded by WIA and TANF in these universal functions and will be the functional manager for Wagner-Peyser staff serving in these universal functions (in compliance with the referenced

Department of Labor & Industry Workforce Delivery System Policy 02-2014, Version 002.

 Program-specific staffing for the WIA Intensive/Training and TANF-Funded Programs: o WIA Intensive/Training Team: A Team Lead, 3 Workforce Advisors, and 1 Quality

Assurance/Data (all funded by WIA)

o TANF-Funded Program Team: A Team Lead, 10 Workforce Advisors, 7 Quality Assurance/Data (1 is Team Lead), 1 Life Skills Coach, 2 Instructors and 2 Community Service Worksite Developer (all funded by TANF)

o Integrated WIA/TANF program specific Job Development Team/Function: A Team Lead and 7 job developers (funded by TANF and WIA)

o Job developers work under the direction of the Center Site Administrator. (Job development and employer outreach will be done in coordination with the Cross- Center Business Services Team and the Philadelphia Works Business Engagement Director to assure good customer service and non-duplication of service to the employers. In order to assure that employers are approached once and with the same contact when possible, the Contractor will assure that all employer visits and

contacts are recorded in the CWDS system, and that job developers review this information prior to contacting any employer. )

 Co-Located Partner Programs (including Staff from VETS, OVR, and 55+): o The site administrator will functionally manage partner program staff (in

compliance with the referenced Department of Labor & Industry Workforce Delivery System Policy 02-2014, Version 002 and the terms of the partner’s Memorandum of Understanding).

4. Achieve the defined center-wide success indicators

 The following success indicators will be used to evaluate the success of the Center Contractor in achieving the goals of the “no wrong door” service delivery design: o Job seeker satisfaction with the Center and its services

o Number and percentage of Center customers registered in Job Gateway o Percentage of Center customers receiving at least one post-welcome service o Percentage of Center customers receiving more than one post-welcome service o Percentage of Center customers with more than one center visit

 Baseline data does not currently exist for specific achievement levels in each of these success indicators. Consequently, the first year of operation will be used to establish the baseline for each success indicator with specific performance expectations established for ensuing years.

 However, this data will be collected and displayed on a monthly basis and continuous month-to-month improvement in each of these indicators will be expected and used as a basis for contractor performance evaluation.

5. Operate and staff the WIA Intensive/Training Services program and achieve its performance goals and success indicators

WIA Funded Program Description

In Philadelphia there are currently four (4) PA CareerLink® _{centers, all of which are}

comprehensive centers meaning the full array of services authorized under the WIA Title I Adult and Dislocated Worker Programs are available and accessible.

The Center is established to make available core employment related services and provide access to other employment, education and training services funded under the Workforce Investment Act and other federal programs including the Wagner-Peyser of this Act; the WIA Title II Adult Education and Literacy title of this Act; the Vocational Rehabilitation of this Act; TANF programs; title V of the Older Americans Act; postsecondary vocational education under the Perkins Act; Trade Adjustment Assistance; veterans employment services under chapter 41 of title 38, U.S.C.; unemployment compensation laws;

Community Service Block Grants; and employment and training activities carried out by the Department of Housing and Urban Development. The one stop system offers a three- tiered approach with differing eligibility criteria to adults and dislocated workers.

Job seekers using the Center must be able to easily ascertain what services are provided on site, what they may/may not be eligible for, and how Center services might best suit their individual needs. A customer should have a clear understanding of the flow of services and how they can progress from one to another seamlessly. The front-line staff should be knowledgeable about all available workforce development opportunities in the area, not only those that are offered through partner funding streams. WIA Title I does mandate elements of the service delivery flow (below). As noted previously the service delivery model that Philadelphia Works has adopted, and will implement pending the successful outcome of this RFP, begins under the Universal Welcome process. The successful

contractor will be able to creatively and effectively manage the customer flow and provide a successful customer experience.

 The first tier, Core Services is universally available to all interested persons and provides services which customers can access on their own to assist them in obtaining employment.

 The second tier, Intensive Services, provides more intensive, case management- centered service delivery, which offers a broad array of more in-depth staff- assisted services.

 The third tier, Training, provides occupational skills training through a variety of mechanisms including, but not limited to, Individual Training Accounts for classroom

Core Services

Under the “No Wrong Door” service delivery design, the selected Center Contractor will provide core services though the welcome and skills/employment functions with customer access to the universal services in the product box and will provide access to the WIA Title I Intensive/Training Services to those customers who are both interested and eligible. Under the “No Wrong Door” service delivery design, the following universal core service products are available to all Center customers after the welcome process and through Center service participation:

 Access to Self-Service Resource Area with Staff Support, When Needed and Wanted  Referrals to and Appointments with Community-Based Organizations

 Labor Market Information to Inform Job Search Strategy and Career Choice  Job Matching for Job Leads and Staff-Assisted Job Referrals

 Standardized Skill Assessment [such as KeyTrain, CASAS, or other approved PA Department of Education approved standardized assessments for adults]

 Trained Staff-Administered and Interpreted Standardized Skill Assessment [such as TABE]

 Pre-Referral/Pre-Hire Testing for Skill Verification [such as Kenexa Prove It!]  Job Seeker Self-Directed/Computer-Based Workshops

 Job Seeker “Job Finding and Job Readiness” Group Workshops  Job Seeker “Skill Advancement for Employment” Group Workshops  Job Clubs and Professional Networking Groups

 Invitation to Employer-Sponsored In-Center Recruitment Event/s

 Referral to Center Program Partners (including WIA Intensive/Training and Education Services) for Potential Eligibility and Enrollment

 Candidate matching/placement assistance  Job vacancy listing

Intensive Services

(WIA 134 (d) (3) (C) and 663.200 of the regulations) are intended to identify obstacles to employment in order to determine specific services needed. Intensive services may be provided to WIA Title 1 Intensive/Training eligible adults and dislocated workers who are unemployed and unable to obtain employment through core services. Services may also be made available to adults and dislocated workers who are employed, but who are

determined to be in need of intensive services to obtain or retain employment that allows for self-sufficiency.

Under the “No Wrong Door” service delivery design, the following intensive services are available to those who are found eligible for and registered in WIA Intensive Services:  Case Management

 Assessment [such as Work Keys, TABE and Prove It!]  Group and Individual Career Counseling and Planning, and  Connection to support services

 Exploration of a career pathway and creation of an individual employment plan and career pathway document

 Structured Job Search

 Referral/enrollment to training, education as per the Individual Employment Plan  Staff-Assisted, Individualized Skills Development Strategies (e.g., Key Train)  Work Experience/Community Service/Supported Work

 Job Development and Staff-Assisted Job Placement which includes job developers performing the following functions:

o Engage the participant early in the orientation process in order to begin

establishing a relationship and introduce specific individualized job development services and strategies

o Work in conjunction with the Workforce Advisors to identify best employment options available for each participant

o Organize onsite specific job fairs, and interviews in partnership with Cross- Center Support Business Services Team

o Assist in organizing other structured and supervised job search activities o Develop unsubsidized and subsidized employment opportunities individually as

well as in conjunction with the Cross-Center Business Services Team

o Contact employer when participants are not hired or when they lose employment to identify causes and follow up

o Document and track all job placement activities; Educate the employer community in conjunction with the Cross-Center Business Services Team about the quality and advantages of hiring participants from the program and the curriculum utilized to prepare candidates

Training Services

Training Services (WIA Section 134(d) (4) (D) of the Act and 663.300 of the regulations) are defined as services designed to equip individuals to enter the workplace and retain

employment. Training Services may be provided to WIA eligible adults and dislocated workers who have met the eligibility requirements and received at least one intensive service and are still unable to obtain or retain employment. Philadelphia Works sets the individual training account policy and qualifies training programs as eligible to receive ITA funds. Training services may include:

 Occupation skills training, including training for nontraditional employment provided through Individual Training Accounts (ITA’s) for adults and dislocated workers.  On the job training (OJT)

 Programs that combine workplace training with related instructions, which may include cooperative education programs

 Skill upgrading and retraining  Entrepreneurial training  Job readiness training

 Adult education, literacy, trade and other postsecondary activities based on the Individual Employment Plan

 Customized job training (CJT) conducted with the commitment to employ the individuals upon successful completion of the training

WIA Title I Intensive/Training Adult and Dislocated Worker Program Performance Goals and Success Indicators:

 Common Measures Outcomes: Entered Employment, Retention, and Average Earnings  Success Indicators and Inputs Contributing to Outcomes: Number of Newly Registered

(including Target Populations) for WIA Intensive and Training Services; Percentage Entering Training-Related Employment and Number Achieving Credentials; Number of Staff-Assisted Placements in Employment; Number and Percentage of Customers in Training who are in Defined Career pathways; Number of Placements in Employment; Timely and Accurate Data Entry

6.

TANF Funded Program Description

In Philadelphia, there are currently six (6) Employment Advancement and Retention Network (EARN) centers. Under the ‘No Wrong Door” service delivery design, all eligible TANF recipients will be referred to the new integrated centers from designated

Philadelphia County Assistance Office(s) (PCAO). (The Cross-Center Services Contractor, through the “Community Engagement and Outreach” function will work with the Site Administrator and the PCAO to facilitate the TANF participant referral process to the Centers).

All referred TANF participants will enter services through the universal welcome function at the Center and then be served by TANF program staff and provide the TANF-specific services. All TANF participants will have access to the universal services in the product box throughout their program participation.

The participants referred may be a combination of those that have been on TANF less than 60 months, more than 60 months, TANF non-assistance initiated (enrolled in an

education/training program on their own), as well as those who are in receipt of Supplemental Nutrition Assistance Program (SNAP) alone (SNAP only referrals cannot exceed 5% of the total enrollment per fiscal year) general assistance and SNAP, and

medical assistance and SNAP. General Assistance without SNAP will not be referred. Participants will report to the center with an Agreement of Mutual Responsibility (AMR) which they completed with their caseworker at the CAO. The AMR provides information that includes the number of hours per week the individual is required to participate based on the family composition and the date of the birth of the youngest child. SNAP only recipients will report to the center with an Employment Development Plan (EDP) which will provide necessary information for participation requirements.

Participants coming to the center upon referral within the TANF population encompass a distinguished set of criteria that qualify them for TANF-funded program participation including a variety of age, education, family size, length of time on TANF, and enrollments. Appendix E includes demographics on TANF Center participants.

All of the Centers are expected to provide customized services to all participants based on their individual circumstances, background, barriers, and needs. The Personal

Responsibility and Work Opportunities Reconciliation Act (PRWORA) established the Temporary Assistance to Needy Families (TANF) program and created federal participation rates which each state is required to meet or risk losing a substantial amount of federal funds. The federal government requires Pennsylvania to have all employable TANF recipients in a required work activity for a required amount of hours dependent on family composition. Because the Centers receive all employable customers, they are required to have a percentage of these customers in a required activity for a required number of hours. That average rate for the centers will be determined in alignment with projected

Workplace Participation Rate (WPR) set by the state.

Single parent households with a child under the age of 6 years old are required to participate for a minimum of 20 hours a week; all 20 hours must be in a core activity. Single parent households with a child age 6 and older are required to participate for a minimum of 30 hours per week; 20 hours must be in a core activity. Extended TANF participants are required to participate in 30 hours of core activities regardless of age of the children or pregnancy status. For two parent households, the AMR or EDP will provide their requirements.

The TANF legislation defines the activities that are countable toward the achievement of the federal work participation rate as “core” activities. They emphasize various forms of work, and restrict the length of time customers can be enrolled in activities associated with job search, education (including adult education) and skills training under certain

The federally mandated “core” activities are:

 Unsubsidized Employment - Unsubsidized employment is work with an employer for pay without subsidy or public sponsorship.

 Subsidized Private or Public Sector Employment - Subsidized Work Activity is similar to on-the-job training, in that a wage subsidy is negotiated with an employer for a period of employment with training necessary to perform the job with the

expectation that unsubsidized employment will be retained.

 Vocational Educational Training (limited to 12 months in a lifetime, not per enrollment) – Organized educational programs that are directly related to the preparation of customers for employment in current or emerging occupations.  On-The-Job Training - Employment experience that combines a subsidized period of

employment with training necessary to perform specific jobs.

 Community Service – Customers are placed in entry-level positions that would otherwise pay the current state minimum wage, although clients do not receive pay for the work performed. There is no time limit for participation in community service. Community service sites must be not for profit organizations.

 Providing child care to the child or children of a customer in Community Service;  Job Search /Job Readiness Assistance- Customers requiring 20 hour weekly

attendance can engage in job search activities (which could include short-term substance abuse treatment, mental health treatment, or rehabilitation activities) as stated in the DPW Policy and Procedures Manual. Recent guidance from the Administration of Children and Families indicates that the amount of time spent in job search or rehabilitative activities that count toward the 12-week limit can be calculated using actual hours engaged in the activity rather than in weeks.

 Vocation-specific Work Experience (VWE) – Work experience that is directly related to a customer’s field of study during enrollment in vocational educational skills training. Customers are placed in entry-level jobs that pay the current minimum wage. They can be in non-profit or for-profit agencies. Vocation-specific work experience jobs do not count as job placement and there is no durational limit however, customers must remain enrolled in the vocational educational institution while participating in this core activity.

 Non-core activities are additional activities that the participant may receive at the center in addition to the required core activities. These may include, but are not limited to; job skills training directly related to employment, education directly related to employment (all vocational education except GED), instruction in

remedial math and reading and GED preparation activities; satisfactory attendance in secondary school, or GED program

Case Management Services

Center TANF Workforce Advisors must have a caseload that does not exceed a 150:1 participant to Workforce Advisor ratio ensuring that participant contacts comply with the policies. The Contractor is responsible for maintaining file copies of all documents

pertaining to program participation, services provided, or other participant activities during program participation. Center Workforce Advisors are responsible for creating a

comprehensive strategy for identifying available unsubsidized employment opportunities based on the individual needs of the customers and the current job market. This strategy must include the Contractor’s plan for placing customers into unsubsidized employment within 180 days of enrollment and increasing hours for anyone working less than 30 hours. Assessments should be made to determine the experience level, work experience and obstacles to employment for all customers.[For a complete description of the case

management support provided by the Employment Advisors, refer to the EARN Procedures Manual available on the Philadelphia Works website; this Manual

is of use for current fiscal year definitions and procedures and will be revised to reflect the complete integrated services system in March 2015]

Job Development for TANF Participants

The “No Wrong Door” service delivery design includes an integrated “WIA/TANF Job Development Team”. The Center contractor and this Team are responsible for creating a comprehensive strategy for identifying available unsubsidized employment opportunities based on the individual needs of the participants and the current job market.

For those in the TANF –funded program, in order for the participant to receive the greatest opportunity for job placement, the Job Development Team must:

 Engage the participant early in the orientation process in order to begin

establishing a relationship and introduce specific individualized job development services and strategies

 Work in conjunction with the Workforce Advisors to identify best employment options available for each participant

 Organize onsite specific job fairs, and interviews in partnership with the Cross - Center Business Services Team

 Assist in organizing other structured and supervised job search activities  Develop unsubsidized and subsidized employment opportunities individually as

well as in conjunction with the Cross - Center Business Services Team

 Contact employer when participants are not hired or when they lose employment to identify causes and follow up

 Document and track all job placement activities

 Educate the employer community in conjunction with the Cross-Center Business Services Team about the quality and advantages of hiring participants from the program and the curriculum utilized to prepare candidates

Ensure that the TANF participants acquire job placements that meet the definition under DPW policies for unsubsidized employment which occurs within 180 days of enrollment and a minimum of 80 hours over four consecutive weeks

. [Refer to

on the Philadelphia Works website;

Job Retention Services

The Center Contractor is responsible for ensuring that TANF participants remain employed for a period of 12 months. The retention period begins the first date of the first

unsubsidized employment placement; retention is defined as the participant attained unsubsidized employment and is employed at least 80 hours for four consecutive weeks; retention can last up to 12 consecutive months following the placement month.

All of the specifications and requirements and policy definitions provided by the Department of Public Welfare are critical for the selected Contractor to know and understand. There is an expectation that a responding agency will be familiar with and have experience with the TANF regulations and the programs funded by DPW or hire staff who have such experience or knowledge.

Specialized Job Retention for TANF Participants:

For the TANF participant, Job Retention is defined as; retention of unsubsidized

employment and employed at least 80 hours over four consecutive weeks which can last up to 12 consecutive months during the time of employment. The retention period begins the week that the activity code for either category above is opened in CWDS. The selected Contractor is responsible for ensuring that customers remain in subsidized and unsubsidized employment for at least 12 months. Center TANF Workforce Advisors must continue to support the customer while they are employed to ensure they remain employed. If a participant should lose their job, the Contractor is responsible for placing the customer in a new job. Participants must be placed in a countable core activity while they are conducting their job search for re-attachment to employment.

TANF-funded Program Metrics, Measures and Success Indicators

As of FY 2013, the Department of Public Welfare issued revised policies and procedures as it related to performance measures and expected outcomes for TANF recipients participating in the program. All selected contractors will be responsible for the following performance metrics in the current cohort model, or revised performance metrics to date, Cross-Center as prescribed by the Department of Public Welfare and monitored by Philadelphia Works. In addition, there are Success Indicators for the service delivery model as a whole for which the Contractor will be responsible. We define success in several ways based on the funding source as set forth below, which will be supplemented by real time input indicators that predict outcome success.

All performance and program measures must be adhered to as they are tied to the funding sources and the entity that receives the funds, Philadelphia Works. The metrics and success measures below are mandated by the state and must be followed by all selected

contractors.

Program Metrics for the TANF Participants  50% Job Placement rate {Payment Benchmark}  30% Job Retention rate {Payment Benchmark}  7.5% Increase Hours Worked {Payment Benchmark}  65% Activity Compliance Rate {Payment Benchmark}

Success Measures for TANF Population

 Average Wage Rate - The number of participants who are placed in employment at the specified hourly wage. The wage must remain in effect (or increase) during the post placement retention phase.

o Average wage at placement is at $9.36

 Medical Benefits Rate - The percentage of participants placed into employment that offers medical benefits within the first six (6) months of employment. This

requirement refers to all jobs likely to offer full or partial medical benefits within six months of the date of placement.

o 50% of participants placed in unsubsidized employment must have medical benefits available to them within 6 months.

 Job Retention Rate - The percentage of participants placed into unsubsidized

employment and are employed at least 80 hours for four consecutive weeks. Retention can last up to 12 consecutive months following the placement month..

o 70% of participants placed in unsubsidized employment must retain employment for up to 12 months defined as working in unsubsidized employment for a

minimum of 80 hours over a consecutive 4 week period at an average wage rate of $7.25 per hour.

 Timely and Accurate Data Entry – The percentage of data entered into the appropriate systems accurately and within the specified timelines.

o 85% of all data entry must be entered into all systems accurately and within the specified timelines. Documentation in the case file must support the information entered into the systems.

Success Indicators

 Number of job developments

 Satisfaction of job developed employers

Section IV: PROCUREMENT 2, Cross - Center Services Function

The procurement of a contractor to provide the Community Outreach and Engagement, Business Services and Service Enhancement and Product Box Coordination for the integrated centers is the critical component to ensure all jobseekers obtain jobs, employers and businesses use the centers as a first choice resource, community engagement and outreach are consistent, and the overall services are enhanced to provide all who utilize the centers have a successful service driven experience that will result in obtaining employment.

Major Responsibilities of the Cross-Center Services Contractor

 Work with the Operator Consortium, Local Management Committee, Philadelphia Works, the Center contractors, and the co-located Center Partners to continuously improve the “no wrong door” service delivery system

 Support the implementation of the “no wrong door” services delivery plan and its universal customer flow and for the TANF-funded and WIA Programs within all Centers through providing three Cross-Center services.

 Implement the “Community Engagement and Outreach function in support of all Centers

 Implement the “Business Services” function for all Philadelphia and regional employers and in support of all Centers

 Implement the “Service Enhancement and Product Box Coordination” function in support of all Centers

 Achieve the success indicators for Cross-Center Services, Community Engagement and Outreach, Business Services, and Service Enhancement and Product Box Coordination

Specifications and Design Details for Each Responsibility:

1. Work with the Operator Consortium, Local Management Committee, Philadelphia Works, the Center Contractors, and the co-located center partners to continuously improve the “no wrong door service delivery system

 Partner closely with the Philadelphia Works staff, the Operator Consortium, and the Local Management Committee in a productive relationship and in a spirit of continual improvement

 Partner with the Center contractors in the continuous improvement of the “no wrong door” service delivery design

2. Support the implementation of the “no wrong door” services delivery plan and its universal customer flow and for the TANF-funded and WIA Programs within all Centers through providing three cross-center services

 Successfully implement three cross-center services functions to assist Centers in serving their customers and meeting their performance goals and success indicators  When operating and implementing the cross-center services functions of “Community

Engagement and Outreach”, “Business Services”, and “Service Enhancement and Product Box Enhancement”, the Cross-Center Services Contractor will consider the Center Contractors as customers of these services

3.

 The primary goal of the “Community Connections Partnerships” function is to increase Center and service access and usage by:

o Developing and enhancing relationships with community-based organizations and developing formal and effective Community Connections Partnerships and processes

Philadelphia Works is committed to strong relationships and connectivity with community-based organizations. These CBO relationships increase participant access to the Center’s workforce services and provide Center participants with valuable wrap-around services to meet their needs. This will be accomplished by developing formal Community Connections Agreements with community-based organizations

These agreements will include protocols for referrals to and from the Center and the CBOs, cross training of Center and CBO staff in services available, onsite delivery of workshops and Center orientations at the CBOs (if desired, requested and agreed), and an opportunity for the CBOs to provide out stationed services at the Center on either an itinerant or performance basis

The relationship with CBO’s and Community Connection Partnerships includes Philadelphia Works’ commitment to implement a strategy that incorporates digital and web based tools and information that will be available to carry out the

partnership through the use of designated staff that will carry out the outreach and technical assistance to the attached organizations

o Centralizing the outreach and invitation functions for TANF customers (through referral from and partnership with the County Assistance Office) and for

Pennsylvania Re-Employment Program (PREP) and any other mandated programs customers (working with the Wagner-Peyser Partner) and improving the show-rate of these customers

o Ensure the required WIA Title I Intensive/Training Adult and Dislocated Worker Program post-exit access to retention/follow up services is made available to all customers placed into employment for a period of twelve months) and offering Center services for reengagement to WIA Intensive/Training Services who are at risk of exiting without employment. Overall, the Cross-Center Services Contractor has broad responsibility to foster job retention designed to meet the employment retention performance metric as described in Appendix B.

o Staff for the “Community Engagement and Outreach” function includes: A Team Lead (funded by WIA and TANF) and 6 Community Outreach Specialists (funded and staffed by Wagner-Peyser, TANF, and WIA)

4. Implement the “Business Services” function for all Philadelphia and regional employers and in support of all Centers

 Services will be delivered to meet the commitments that Philadelphia Works makes to all businesses and employers who contact and are served by the system:

o Staff-assisted service when needed and wanted

o Competent and useful workforce intelligence at the time of job posting to assist them in talent recruitment

o Maximum exposure of job openings to the full-range of talent available at all Centers

o High quality control (when requested) for referred applicants (with skill

verification, when possible) and with follow-through on and fulfillment of staff- assisted job postings

o The opportunity to partner with the Centers in tapping a full range of recruitment opportunities, including in-Center recruitment of pre-screened talent, pre- employment and pre-referral testing and skill validation, access to hiring and training subsidies, customized training, and others

 The primary goal of the “Business Services” function is to increase the number employers using services, enhance the quality of those services, improve the satisfaction of employer with services received, and develop more services that directly connect Center and program job seekers with employment opportunities by: o Outreaching employers who have jobs matching the Centers’ talent pool and

inventory

o Promoting qualified candidates from the Centers’ talent pool o Staff-assisting employers in posting jobs

o Managing and filling staff-assisted job postings

o Ensuring referral quality control for staff-assisted job postings

o Offering pre-referral/pre-hiring testing and skill verification services to employers o Arranging for and coordinating in-center hiring events for pre-screened center

talent

o Coordinating with Philadelphia Works’ Business Engagement Team on outreach, promotion of the Centers’ talent pool, and on-the-job training

 The “No Wrong Door” service delivery design includes Cross-Center “Business Services Team” will coordinate with these teams to minimize duplicative employer contacts and maximize job opportunities for Center customers. All employer visits and contacts will be recorded in the CWDS system.

 Staff for the “Business Services” function includes: A Team Lead (funded by WIA and TANF) and 10 Business Services Representatives (funded and staffed by 1 Wagner- Peyser, TANF, and WIA)

5. Implement the “Service Enhancement and Product Box Coordination” function in support of all Centers

 Philadelphia Works seeks to enhance the quantity, quality, responsiveness, and effectiveness of services available to all Center customers. This menu of services will be referred to as the “product box”. The term “product box” is used to describe the entirety of the tangible goods and services available to all customers and is used by both customers and staff. Customers access the product box to receive the services that are needed for them to become more employable and find jobs. For staff, it serves as a tool kit for meeting the talent need of employers.

 The “No Wrong Door” Product Box has two categories of services:

o Universal services that are available immediately and continually to all Center customers after the Center Welcome process, and

o Program-specific services that are available to the customers of program partners only after program eligibility and registration

A complete list of product box services (with responsibilities assigned to the Center and Cross-Center Services contractor) is presented in Appendix B.)

 The primary goals of the “Service Enhancement and Product Box Function” are to: o Coordinate, populate, and standardize the universal product box for all centers o Ensure the ongoing delivery and availability of these universal services at all

centers and virtually

o Provide and arrange a wide-range of demand-driven, “skill advancement for employment” group workshops and job search workshops that are universally available to all Center customers

o Generate content from workshops and interviews with job seekers for use in an upcoming Philadelphia Works YouTube channel and for the Philadelphia Works website

o Support the use of virtual tools of all kinds for job clubs and technical assistance at the Community Connection Partnerships Centers

o Provide support for the strategic use of software tools including but not limited to resume writer, IT academies, CareerCoach and video libraries of occupations, education and literacy

 The product box services to be directly provided by the Cross-Center Services Contractor include:

o Job finding and job readiness workshops (including job clubs) that are popular with Center customers, are responsive to the diversity of Center customers (particularly first-time job seekers and those with barriers to employment), mirror employer hiring expectations and practices, and produce tangible outcomes

o Short-duration, “skill advancement for employment” group workshops to help customers become more competitive and that respond to employer skill demands at job entry (e.g., learning of software applications, customer service skills, and “cash register” orientation for those potentially entering retail and hospitality industry jobs and test preparation to increase the customer’s performance on employer’s and placement/entrance tests)

o Workshops and services that can be accessed by all customers virtually (either in the Center or off-site)

 The product box services to be coordinated, expanded, and scheduled by the Cross- Center Services Contractor include:

o Workshops and classes offered by Partners and Community-Based Organizations (such as enrollments in literacy assessments, pre-registrations for literacy and ESL, WIA Title II Literacy Services)

o Workshops and Center service orientations when requested at community-based organizations (as agreed under the Community Connections Agreements

developed by the Community Engagement and Outreach Team)

 The Cross-Center Services Contractor will collaborate with Philadelphia Works in improving the quality, quantity, and availability of the following product box services:

o Occupational training on the WIA demand-occupation list from training providers on the Statewide Eligible Providers list

o On-the-Job Training (OJT) and Customized Job Training(CJT) (in conjunction with the Philadelphia Works Business Engagement Team and the Business Services team)

o TANF-funded Job Specific Skills Training (working with the Center contractors)  The Cross-Center Services Contractor is also responsible for the maintenance and

continuous improvement of job seeker content of the Philadelphia Works website  Staff for the “Service Enhancement and Product Box Coordination” function includes:

A Team Lead (funded by WIA and TANF) and 10 Facilitators (funded by TANF and WIA) 6. Functionally lead and direct all cross-center support staff (within the parameters of the

Department of Labor and Industry’s Service Integration Policy)

 The Cross-Center Services Contractor (and its named Team Leaders) will serve as the direct supervisor for the staff funded by WIA and TANF in the three support functions and will be the functional manager for Wagner-Peyser staff serving in these functions (in compliance with the PA Dept. of Labor & Industry’s Workforce Delivery System Policy 02-2014, Version 002)

7. Implement creative ideas through the use of technology to broaden, enhance and improve access to services. The subcontractor will be responsible for the following  Generate content from workshops and interviews with job seekers for the upcoming

YouTube channel and for the website

 Support the use of virtual tools such as EMSI Career Coach and Microsoft IT

 Provide support for strategic use of software tools such as the resume writer, IT academies, Career Coach video libraries of occupations and other virtual tools that are adopted/developed

8. Achieve the success indicators for Cross-Center Services functions, Community

Engagement and Outreach, Business Services, and Service Enhancement and Product Box Coordination

Achieve the success indicators for Cross-Center Services

 The following success indicators will be used to evaluate the success of the “Cross- Center Services Delivery” function:

o Satisfaction of the centers with the cross-center services functions provided o Percentage of Center, WIA, EARN, and Wagner-Peyser performance metrics and

success indicators met by all Centers

o Increase in the number of partners who are co-located at the Centers and contribute to the cost of center operations

Achieve the success indicators for Community Engagement

 The following success indicators will be used to evaluate the success of the “Community Engagement and Outreach” function:

o Number of Quality Agreements with Community-Based Organizations Serving as Community Connections Partnerships

o Number of successful enrollments in community-based services o The Show-Rate Percentage for TANF and PREP Customers Achieve the success indicators for Business Services

 The following success indicators will be used to evaluate the success of the “Business Services” function:

o Number of employers receiving staff-assisted services

o Number of employers receiving more than one staff-assisted service o Employer satisfaction with staff-assisted services received