Cape-Cod-and-Islands-Technical-Assistance科德角与岛屿的技术援助教学课件

MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesQualityAssuranceTechnicalAssistanceTrainingWebinarOctober1,20191MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesAGENDAWelcome Purpose&GoalOverview QAMonitoringSystemsTechnicalAssistance2MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesOverviewCaseManagementCasePlanCaseNotesMOSESDataEntryQuestion&Answer3MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesAPPLICABLEDOCUMENTATIONREQUIREMENTS#09-20;TitleIEligibility Requirements(Revised)#04-34;CaseManagementforJobSeekerCustomers4MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesGeneralCommentsonEligibilityWIAandothereligibilityshouldbedeterminedpriortoenrollmentinretrainingand/orotherintensiveservices.5MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesPotentialDisallowedCostsProvidingintensiveservicestocustomerswhoaredeemedtobeineligiblemayleadtoquestionedandultimatelydisallowedcosts.Disallowedcostshavetoberepaidusingnon-FederalfundsobtainedfromtheCareerCenterand/orLeadElectedOfficial.6MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesApplicantStatementsAnApplicantStatement,asdescribedinEligibilityPolicy#09-20,requirestheApplicantStatementtobeused“inalimitedway”andthatlocalboards“mustdeveloppoliciesthatdescribehowApplicantStatementsareusedinconjunctionwithpracticableattemptstosecurerecommendeddocumentation.7MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesApplicantStatements(cont’d)DuediligenceassuresthatApplicantStatementsaresupportedbyadocumented“corroborativecontactorreliablewitnessattestingtotheaccuracyofthestatement.”andbemadeinthepresenceofanappropriatelydesignatedstaffperson,(withoutundulypenalizingafamilyorindividualwithavalidextenuatingcircumstance).8MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesAPPLICABLECASEMANAGEMENTTECHNICALASSISTANCECaseManagementinMOSESIntegratedCaseManagementCommunicationSkillsforCaseManagers9MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesWIAISSUANCE#04-34“Formalcasemanagementwillbestandardservicedeliverymodelfortargetedgroups.”NationalEmergencyGrant(NEG)ParticipantsTradeAdjustmentAssistance(TAA)ParticipantsWIATitleIEnrollees10MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesWIAISSUANCE#04-34EffectiveCaseManagementconsistsofastructuredsetofclearlyinterconnectedfunctionsthatadesignatedCareerCentercasemanagerundertakestodevelopandcoordinatethedeliveryofanindividualCustomer’sagreeduponplanofworkforcedevelopmentservices.11MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesCASEMANAGEMENTFormalCaseManagementrequirestheassignmentofacasemanager.ToformallyenrollacustomerinMOSESCaseManagement,CaseManagementis“applied”onthebasicscreen.OncethisoccurstheMOSESCasePlanbecomesavailable.1213MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServices14MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServices15MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesCASEMANAGEMENTTheCaseManagershouldcontacttheCustomernolongerthanevery60daysunlessspecificpopulationsand/orlocalpoliciesrequiremorefrequentdirectcontacts.NEGsrequire30daydirectcontactforCustomers.16MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesCASEMANAGEMENT–(cont’d)CaseManagementservicesforNEGandTradeCustomersmustbeavailableandofferedtotheCustomers.InadditiontotheMOSESCasePlanfeaturebeingutilized,CaseManagementservicesmustbedocumentedbylistingtheservicesprovidedintheappropriateservicestabsaswellasusingtheMOSESCaseNotesfeature.17MassachusettsDepartmentofWorkforceDevelopment

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DivisionofCareerServices19MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServices20MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServices21MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServices22MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesMOSESCASEPLANASSESSMENTGOALSTRAININGJUSTIFICATION23MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesASSESSMENTAssessmentisanon-goingprocessofgatheringinformationforthepurposeofmakingdecisionsaboutthecustomer.Theprocessofassessmentisbaseduponthecustomer’sneedsandisindividualizedtoeachcustomer.Assessmentcanbecomprisedofavarietyofmethodologies.24MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesMOSESCASEPLANASSESSMENTWorkHistoryJobSkillsEducationLaborMarketforSkills25MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesMOSESCASEPLAN

LaborMarketInformation(LMI)TheLaborMarketInformation(LMI)forSkillsneedstobecompletedforcustomersseekingajob,aswellas,thoseseekingretraining.NeedstoincludethedocumentationofwherethesourceoftheLMIinformationcamefrom.Marketabilityisafactorforallconsiderationsofemploymentandre-employment,notsimplythoseseekingretraining.26MassachusettsDepartmentofWorkforceDevelopment

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DivisionofCareerServices/dcs29MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesOtherTypesofResourcesforLMINewspapersMagazinesNationalAssociations30MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesMOSESBARRIERSEachCustomermustbeassessedforbarriersfortwopurposes:BarriersrelatedtospecificprogrameligibilityBarrierstoemploymentorre-employment31MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesMOSESBARRIERSOthernon-eligibilitybarriersneedtobeidentifiedanddocumentedinMOSES.Thereneedstobeanadequatedescriptionofthebarrier.Thereisamisconceptionthatbarriersareonlycompletedforthosecustomersenrollinginretraining.32MassachusettsDepartmentofWorkforceDevelopment

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DivisionofCareerServicesMOSESCASEPLANBARRIERSLimitedJobSearchSkillsandWorkHistoryconcernssuchaslimitedtonoworkhistoryand/orgapsinworkhistoryarealsobarriers.34MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesGOALSOncethecustomerhasbeenassessed,thentheemploymentgoalneedstobeestablishedandadescriptionoftheemploymentgoalandtasksaredevelopedanddocumentedontheMOSESCasePlanontheGoalstab.35MassachusettsDepartmentofWorkforceDevelopment

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DivisionofCareerServicesTRAININGJUSTIFICATIONTrainingJustificationmustbecompletedforallcustomerswhoarereceivingretraining.Justificationincludesprogrameligibility,assessmentresults,andaddressesthecustomers’lackofmarketabilitywiththeircurrentskillsandtheiranticipatedmarketabilitywiththeirnewskills.37MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServices38MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesWHATCONSTITUTESACOMPLETECASEPLANINMOSES?NeedtobeenrolledinCaseManagementandassignedaCaseManager.MOSESCasePlanshouldhaveallsectionscompletedandallcomponentsaddressed.Ifthereisnotrainingthenthereisnoneedtocompletethetrainingjustificationscreen.39MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesThePurposeofCaseNotesPurposeofMOSESCaseNotesistosupplementinformationenteredinMOSESCasePlanandotherplaces.MOSESCaseNotesentriesshouldreflecttheoverallgoalofhelpingtheCustomerstobecomeemployedandself-sufficient.40MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesQualityDocumentationCaseNotescandemonstratethatqualityserviceswereprovided,yetnotbeeffectivelywritten.Thegoalistobothprovidequalityservicesandeffectivedocumentationoftheseservices.41MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesQualityDocumentationCont.QualitydocumentationshouldreflectCustomerneeds.MOSESshouldreflecttheprovisionofdirectassistancefor;training,andjobsearchassistanceleadingtore-employment.MOSESCaseNotesneedtoreflecttheprovisionofCareerCenterservicesandenableanaccuratepictureofthedeliveryoftheseservices.42MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesCustomerConfidentialityWriteyournotesasiftheywillbepubliclypublishedandgenerallyavailable.Confidentialnotescanalsoberequested.Customersand/orotherinterestedpartiescanrequestthroughtheFreedomofInformationActallinformationpertainingtothem.43MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesCustomerConfidentiality(Cont’d)DonottoleaveprintedCustomerrecordsinpublicaccess.DonotleaveMOSESscreensopenorunattendedwithCustomerinformation.Lockupfilesinasecurelocationattheendoftheday.44MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesNotesShouldBeFactualMOSEScasenotesshouldonlyincludeinformationreceiveddirectlyfromtheCustomer.Factualfromavendorandquotingthesourceofinformation.45MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesNonJudgmentalCaseNotesAvoidlabelingordiagnosingtheCustomersinMOSES.46MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesNotesShouldBeConciseDonotabbreviate.Casenotesshouldbebrief,detailed,andunderstandable.47MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesNotesShouldBeRelevantMakesureentriesintoMOSESCaseNotesreflecttheoverallcustomergoal.CaseNotesshoulddirectlyimpacthis/herabilitytostayemployedand/orcompletere-training.ItisnotnecessarytoincludeinternalOSCCprocessesandoccurrences.48MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesNotesShouldBeAccurateMakesureyouarerecordingtheinformationinthecorrectCustomerrecord.Writeyournotesimmediatelyaftermeetingwiththecustomertoavoidforgetting.49MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesNotesshouldIncludeResolutionCasesNotesshouldtelltheentirestory.Whenaproblemexists,theresolutionmustbedocumentedinCaseNotesatalaterdate.Ifit“isn’tthere”,itdoesnotexist.

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DivisionofCareerServicesUseofE-mailCopyandpasteonlyrelevantcustomerinformationintoMOSESCaseNotes.SimplyaddanotestatingthatyoucontactedtheCustomerand/orheardfromtheCustomerviae-mail.51MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesStatingtheObviousCasenotesshouldanswertheWho,What,When,Where,Why,andHowquestions.Who:CaseNotesshouldaddressdirectcontactwith;Customer,trainingvendor,orother.What:CaseNotesshoulddescribeevent/occurrencethatisbeingdocumented.When:CaseNotesshouldreflectthedatedirectcontactoccurred.52MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesStatingtheObvious (Cont.)Where:CaseNotesshoulddocumentmeetinglocation.Why:CaseNotesshoulddocumentwhyanyrelevantcontactisbeingmade.Forexample,thecustomer,thevendor,etc.How:CaseNotesshouldaddresswhetherdirectcontactwasinperson,viatelephone,bye-mail,oranothermethod.53MassachusettsDepartmentofWorkforceDevelopment

DivisionofCareerServicesCommonProblemsCaseNotesaretool