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Capacity Building/Staff Training Basics from Strategies and Practices for Effectively Serving All One-Stop Customers

Under the programmatic regulations issued by ETA[67] and the non-discrimination/equal opportunity regulations issued by CRC,[68] One-Stop Centers and other organizations in the workforce investment system are required to conduct capacity building and staff training to ensure that the goals of the new workforce investment system are achieved. Staff members also need ongoing training to continually develop their skills and to have updated information about how to directly serve job seekers with complex needs, as well as how to work with partner agencies to meet the employment needs of these job seekers as well as employer. Specific examples of practices related to capacity building/staff training that have proven successful include:

  1. Training staff members about the range of service delivery options available to job seekers with multiple barriers to employment, and about how to help these job seekers determine their best employment options.
  2. Conducting cross-training (by and for persons in various roles such as State VR agency counselors, job service personnel, job training staff, local disability providers, etc.) to promote relationship-building between various partner agencies in areas such as job search techniques, job development and employer negotiation, and job support strategies related to individualized employment services.
  3. Including in manuals, guidelines, and other materials used by staff (and used to train staff) examples of specialized services and supports for customers with multiple barriers to employment.
  4. Training staff to use nontraditional assessment strategies that maintain a focus on customer strengths. [See Section 3, Screening and Assessment]
  5. Training staff members about when and how to lawfully and appropriately screen job seeker customers for non-apparent challenges and barriers to employment so that those customers may receive suitable services and supports and may be connected with other resources for further assessment, if appropriate.[69]
  6. Ensuring that all staff members interact, whenever possible, with a wide variety of customer groups, rather than being "siloed" to a given population.
  7. Establishing a process for an individual partner to identify the training needs of One-Stop staff and the training needs of other partners.
  8. Training specific personnel to coordinate planning teams for customers with more significant needs.
  9. Ensuring that partner agencies provide their staff with training about serving customers with particular barriers to employment, such as disability or limited English proficiency.
  10. Ensuring that partner agencies contribute resources (staff and dollars) to continuing training of staff operating One-Stop centers.
  11. Ensuring that staff performance evaluations include requirements that staff have participated in training on effectively serving customers with particular barriers to employment.
  12. Training staff about all applicable civil rights protections, including (but not limited to) the rules relating to disclosure, confidentiality, and privacy of information.[70]
  13. Training staff about how to procure and use various types of equipment and materials for assisting customers with unique needs such as people with disabilities. Examples of such equipment and materials includes telecommunications device for the deaf (TTY/TDD), accessible workstations, materials in alternative formats or languages other than English, etc. Providing ongoing training about such equipment and materials, and ensuring that they are used.
  14. Training staff on communicating effectively with individuals with limited English proficiency and resources for interpretation and translation services.[71]
  15. Training staff in emergency evacuation procedures, including the evacuation of persons with varying types of impairments.

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