Transcript Ensuring Employment Sector Service Excellence Across Communities

www.esclm.ca
“Ensuring Employment Sector
Service Excellence Across
Communities”
Carol Stewart
Employment Sector Council London-Middlesex (ESCLM)
[email protected]
Kelly Culver
The Culver Group Inc.
[email protected]
www.esclm.ca
Presentation Outline
•
Introduction to the ESCLM
• Building a unique Network
• Strengthening organizational capacity
• Service Delivery Standards
• OneClient Model for Employment Sector
Excellence
•OneClient 2012: Transferability of the OneClient
Model to other communities and networks
• How can we help? Your ideas and questions…..
www.esclm.ca
Employment Sector Council London-Middlesex
(ESCLM)
40+ members: comprising nonprofit and public
employment service delivery, community and economic
development, labour, education, training, and
government organizations
Vision Statement: “A dynamic service delivery system
that provides opportunity for all people to meet the
changing labour market needs in our community”
The ESCLM agencies serve over 80,000 clients/year
www.esclm.ca
ESCLM: 20 Years of Network Building
• Governance Structures
• Steering and Volunteer Committees
• Information-Sharing Agreements
• Principles for the Protection of Personal
Information
• Shared technology platforms
www.esclm.ca
ESCLM: 20 Years of Network Building
• Sector information Clearing-house
• Rapid Response Protocol (for layoffs)
• Professional Development and
Networking
• Job Developers Network
• Valued Community and Economic
Development Partner
www.esclm.ca
ESCLM: Strengthening Organizational
Capacity
• Common Assessment Process
• Principles for the Protection of Personal
Information
• Professional Development Network
And….
• ESCLM Service Delivery Standards
www.esclm.ca
Best Practices through
Service Delivery Standards
• The work of the ESCLM is accomplished at a community
level through communication, networking, training, and
planning; through adherence by all members, at an
organizational level, to the ESCLM Service Delivery
Standards.
• For more than 10 years, ESCLM has taken a leadership role
in recognizing the need to accurately measure the
standards by which employment and training services are
delivered in this community through its network of
agencies.
www.esclm.ca
Origins of the Standards
Initial Standards (1999) were developed as a result of:
• Shared concern by funders from all levels, and ESCLM,
that all employment and training service program
participants receive quality service.
• Lack of clarity regarding service providers’ mandates,
practices and quality of service due to the fact there
was no commonly accepted language to describe,
compare and assess services.
• Funder and community interest in having
collaboratively developed service standards
• Need to work respectfully and collaboratively with
clients
www.esclm.ca
Components of the Standards
A. Common Values and Practices
B. Employment and Training Service Delivery
Components
1.
2.
3.
4.
5.
6.
7. Employment Preparation
Information
8. Skill Training
Pre-Service
Employment Counselling 9. Work Experience
10. Supported Employment
Assessment
11. Case Management
Referral
12. Participant Follow-up
Employment Plan
13. Participant Feedback
Preparation
www.esclm.ca
Standards: Background
• The
Service Delivery Standards represent a
community-level commitment to improving
management strength and organizational capacity
through clear and objective definition and
application of locally agreed upon standards.
• Hundreds of volunteer and consulting hours
invested in developing, implementing, measuring
and revising the Standards since inception in 1999.
• Agency evaluations have occurred in 2002, and
from 2008 to 2012: keeping the Standards and
agencies current
www.esclm.ca
Benefits of the Standards
• For Clients:
• For Career Development Practitioners
and other employment workers
• For Agencies
• For Funders
• For the Community
www.esclm.ca
Introducing OneClient!
OneClient is our new brand for our Regional
Employment Sector Model for promoting, evaluating
and ensuring the highest quality performance and
operations of member agencies
• Copyrighted as the collective INTELLECTUAL
PROPERTY of ESCLM Membership
• OneClient supports developing resources, tools,
best practices and ways to effectively measure
outcomes for Employment Service (in many cases
government funded) program objectives of
consistency and continuous improvement
www.esclm.ca
We believe that OneClient represents a
leading practice in the industry.
And so…..
ESCLM wants to share our 20 years of
expertise, experience, and commitment
with other Employment Service providers
seeking a client-centred, integrated model
for their own communities.
www.esclm.ca
Why this is important
• The Ontario Government supports OneClient as a
province-wide model for Service Delivery Standards
evaluation and certification across Employment Service
agencies.
• Rather than treat all clients similarly, the OneClient
model respects the uniqueness of individuals,
organizations, and communities.
• We may be starting small, but we have been given the
opportunity to influence the creation of communitybased client focused networks in Ontario and we believe
that all clients, employers and stakeholders will benefit
from this innovative approach. We’re Thinking BIG!
www.esclm.ca
Transferability
In 2011 ESCLM tested the applicability and
transferability of both the OneClient Standards
and the evaluation process to Employment
Service providers in communities outside the
London area.
(Hamilton, Niagara, Brantford, Sarnia/Lambton)
9 organizations participated in this pilot project.
www.esclm.ca
Transferability
The service providers were a mix of organizations
providing employment and training services
(municipal, Aboriginal, Mental Health, Homeless,
Persons with Disabilities, Youth and Immigrant/New
Canadians)
Findings: the 13 Standards are transferable to these
organizations (both operational and service delivery)
and there is the potential to design a province-wide
(and nation-wide?!) model for transferability of both
the Standards and Evaluation across Employment
Service Agencies
www.esclm.ca
Expanding the OneClient Model
We also found that the agencies and communities that
performed best in evaluations were those with greater
organizational and sector maturity.
So, we are now working with communities to help
them focus on building and strengthening their own
employment sector networks: providing guidance in
governance, working together, meeting community
needs
We also provide training in org. capacity building,
such as in our CAP model (over 900 individuals trained
in the last 15 years)
www.esclm.ca
The Business Community Understands Standard...
• OneClient Agencies are promoted to the key
employers in their area.
• This marketing and promotion is done in
collaboration with Economic Development
Corporations and Local Workforce Planning and
Development Boards.
• OneClient was recently the feature of an article in
the Business London Magazine, and the London
Economic Development Corp. uses OneClient to
promote London to new employers.
www.esclm.ca
City of London (Ontario Works) is a OneClient org…!
“We want to ensure that our quality of service is
reviewed and acknowledged. As a government
partner who is both a funder and a deliverer of
services, we need to adhere to the same standards
that we expect of our partners”.
“OneClient helps us meet our commitment to work
with people and help them successfully gain
reemployment no matter what their circumstances
and by communicating clear accountability for our
employment action plan”.
www.esclm.ca
ATN Access Inc. is a OneClient org…!
“We now have effective policies and organizational
procedures in place that ensure we follow
OneClient Common Values and Practices. These
Common Values and Practices include the highest
degree of respect for clients.
All agency supports are aimed at fostering
independence and participants are informed of
relevant programs within the employment sector
community. This helps with informed decision
making concerning what is best for them”.
www.esclm.ca
Questions?
Tell us about your Community Employment
Network!
Ideas?
Can we help?