NMONE Training Project
For One Stop Career
Centers
Supporting Diverse
Customers to Employment Success:
An On-Line Manual
By
Judith Stevens and
Barbara Ibañez
NMONE Training Project
Community Support Alliance at the Center for Development and Disability
A University Center for Excellence on Developmental Disabilities
Education, Research and Service at the University of New Mexico Health Sciences
Center
Bill Newroe, Project
Director
NMONE Program, New Mexico Division of Vocational Rehabilitation
Funded by the United
States Department of Labor Employment Training Administration
NMONE Training Project for One Stop Career Centers
Supporting Diverse
Customers to Employment Success
Welcome and Introduction
NMONE One Stop
Career Centers
Supporting Diverse
Customers to Employment Success
Table of Contents
Topic Page
1. The One Stop Career Center is accessible* to
diverse customers.
|
1. A.
Location |
2 |
How easy is it to find the One Stop Career Center?
Where is the One Stop Career Center located?
How easy is it to get to the One Stop Career Center?
Does the location feel safe?
|
1. B.
Getting into the building |
3 |
Can a customer enter easily from the street?
Is parking adequate?
Are there sidewalks and ramps?
|
1. C.
Entrance and the Space Inside the Building |
4 |
Can diverse customers move around easily?
Is the building big enough?
|
1. D.
Equipment and Forms |
5 |
Are equipment and forms easy to use?
|
1.
E. Language |
5 |
Are services and information
available in diverse languages and media?
2.
The One Stop Career Center offers assistance that meets the needs of
diverse customers.
|
2. A.
Assistance (Universal Accommodations) |
6 |
Do staff greet customers immediately and
help them get their needs met?
Are attitudes as well as resources
individualized and capability based?
Do staff members protect confidentiality?
Do staff members offer complete, accurate information about additional
resources?
3.
The One Stop
Career Center improves quality through actively seeking feedback from diverse
customers.
|
3. A. Feedback |
9 |
Does
the One Stop Career Center continuously solicit and implement customer feedback
in a user friendly way?
* Note: All One Stop
Career Centers should meet the following user accessibility access standards
and guidelines:
·
ADA Title II
– 28 CFR Part 35 – 28 CFR Part 35.150 & 35.151
·
ADA Accessibility Guidelines (ADAAG)
·
Rehabilitation Act
– Section 508 – 36 CFR Part 1194 for E/IT Accessibility Standards.
·
Telecommunications Act
– Section 255 – 36 CFR Part 1193 for E/IT Accessibility Standards.
·
Implementation of the Non-Discrimination and Equal
Opportunity Provisions, Section 188 of the Workforce Investment Act (WIA) of 1998--29 CFR Part 37
Contents
1. The One Stop Career Center is accessible to
diverse customers.
1. A.
Location
How easy is it to find out about One
Stop Career Centers?
1.1. One name and symbol is used and publicized.
1.2 One Stop Career Centers are marketed to the
public.
1.3 Basic
information about One Stop Career Centers is easily available (for example:
link to other websites, information packets in a variety of formats, drive-by
pickup of information from outside information slots, toll-free phone number).
1.4. One Stop
Career Centers offer orientation to services available to the community.
Where
is the One Stop Career Center located?
1.5. The One Stop
Career Center is geographically located in an easy to find, central location in
the heart of the town.
1.6. The number
and geographic location of One Stop Career Centers matches the number of
potential customers.
1.7. Rural customers have access to One Stop
Services.
1.8. Locations of One Stop Centers are linked to
other community resources (for example: Community Schools)
How
easy is it to locate a specific One Stop Career Center?
1.9 Accurate information about One Stop Career
Center locations, phone numbers and email addresses is available over a website
and through a toll-free phone number.
1.10. There is a sign on the street that says that this is the “One Stop
Career Center”.
1.11. The One Stop Career Center external sign is big enough to see and
be read from the street.
1.12. The lettering and pictures on the One Stop Career Center external
sign is big enough to see and be read from the street.
1. The One Stop Career Center is accessible* to
diverse customers.
1. A. Location Continued
How easy is it to get to and
from the One Stop Career Center?
1.13 The One Stop Center is in an easy to find, central location in the
heart of the community.
1.14. If public transportation is available, the One Stop Career Center
is located on a bus (or other accessible public transportation) route.
1.15 The One Stop Career Center identifies and shares transportation
options for customers.
1.16 The One Stop Career Center offers flexible hours to meet the needs
of diverse customers.
1.17 All One Stop
Career Center services are offered at one location.
Does
the location feel safe?
1.18. The neighborhood where the One Stop Career Center is located feels
safe to customers (for example: no bars on windows, gang tagging, or need for
staff to be behind a glass partition).
1.19 The One Stop Career Center offers safety
information for customers (for example: escort to transportation, buddy system,
well lighted passageways).
1.20
Outside areas of the Center are well lit.
1. B. Getting into the building
Can a customer enter easily
from the street?
1.21Customers can
enter the building without having to cross a busy street.
1.22
A safe area exists for customers who will be dropped off at the One Stop
Career Center (for example: by taxi, family members, or service providers)
Is
parking adequate?
1.23. There are parking spaces (including Handicapped parking spaces)
sufficient to accommodate the projected number of customers.
1.24. The surface
of the parking lot is level and smooth.
Are there sidewalks and
ramps?
1.25
Ramps have smooth surfaces, are built at a correct angle and are close to
the
main entrance.
1.26 There is a
sidewalk that leads to the front door that is level, smooth and wide enough for
a wheelchair.
1. The One Stop Career Center is accessible to
diverse customers.
1. C. Entrance and the Space Inside the Building
Can
diverse customers move around easily?
1.27 Doors are easy to open and close slowly; they open at 70° and close
within seven seconds.
1.28 The doorways are wide enough for all persons, including wheelchair
users to enter: 32 inches wide minimum.
1.29 The front
door(s) is power operated.
1.30 The One Stop Career Center is on one level or provides an elevator
with adequate control heights, signage and space.
1.31 The restroom door is wide enough for all persons, including
wheelchair users to enter: 32 inches wide minimum.
1.32 There is a restroom stall easily accessed by people in wheelchairs,
for example: grab bars surround the toilet area and the area is at least 6s0 X 56
inches; sink height and space underneath is open.
1.33 The number
of accessible stalls matches the number of projected customers.
1.34 The hallway is wide enough for all persons, including wheelchair
users: 36 inches wide minimum.
1.35 Chairs are available for people waiting in line: for example, if someone becomes tired, there
is a place for the person to sit down.
1.36 The One Stop Career Center has ample uncluttered, unobstructed space
for customers, including those in wheelchairs, to move around; 60 X 60 inches,
for example: there is space that is empty of desks and chairs in which a person
using a wheelchair or walker can move safely to needed destinations.
1.37 There are signs inside the One Stop Career Center that say where
customers should go.
1.38 The signs inside the One Stop Career Center use simple symbols,
pictures, words, Braille and raised lettering.
1.39 The floor surface is smooth and level; any carpet is thin: no more than ½ inch thick.
1.40 Doorway thresholds are low: no more than 1 ½ inches.
1.41 One Stop Centers have a uniform layout so that the public is
oriented no matter which center is visited.
1. The One Stop Career Center is accessible* to
diverse customers.
C. Entrance and the Space Inside the Building continued
Is
the building big enough?
1.42 The One Stop Career Center square
footage is adequate for the projected number of customers in the area served by
the Center, for activities and quiet work spaces.
1. D.
Equipment and Forms
Are equipment and forms easy to use?
1.43 The One Stop Career Center equipment (for example: computers, fax,
phone) is easy for diverse customers to use.
1.44 The One Stop Career Center forms are easy for diverse customers to
fill out (both in print and
electronic format).
1.45 Customers can take forms home with them if they want to do so or
receive them through the mail, on request.
1.46 There is universal access to resources through the electronic
technology (for example: maps of One Stop Career Center locations,
registration, orientation, training, forms are available over the Internet, on
computer, by phone).
1.47 Furniture and equipment meet the needs of diverse customers: surface height of tables/desks is 27 inches
from floor to table bottom for accessible computers, copiers, fax. There is at
least 30”x 48” clearance around and underneath the desks/tables. TTY is available with phone.
1.48 Adaptive software is available, for example, talking programs for
people who are blind or who cannot read).
1.49 Heights of displays for pamphlets, brochures and job order displays
are accessible from 9” to no more than 48” side access.
1. E. Language
Are
services and information available in diverse languages and media?
1.50
Diverse customers can be served in their language of choice.
1.51 Alternate language formats are
available (for example: Braille, sign language, TTY and electronic).
1.52 Translation resources are accessed
(for example: local translators, “America’s Job Bank” and www.google.com).
1.53 Information (including orientation) is
available in a variety of media (for example: electronically, CD-ROM, tapes,
video, closed captions).
2.
The One Stop Career Center offers assistance that meets the needs of
diverse customers.
2.
A. Assistance (Universal
Accommodations)
Do
staff assist customers immediately and help them get their needs met?
2.1 The One Stop Career
Center entry process is streamlined and user-friendly.
2.2 One Stop
Career Center staff members greet, direct and accommodate (as the customer
indicates accommodations are needed) customers immediately as they arrive at
the Center.
2.3 One Stop Career
Center staff members help customers find where they need to go as they move
through services.
2.4 One Stop
Career Center Staff wear nametags.
2.5 One Stop
Career Center staff members help customers:
2.5.a Fill
out forms.
2.5.b Use computers.
2.5.c Get
on-line.
2.5.d Use
the fax.
2.5.e Make phone calls.
2.5.f Write resumes.
2.5.g Learn about jobs.
2.5.h Immediately (right then and there).
2. The
One Stop Career Center offers assistance that meets the needs of diverse
customers.
2. A. Assistance Continued
Are
attitudes as well as resources individualized and capability based?
2.6 One Stop Career Center staff members:
2.6.a
Are trained as active listeners with questions to ask diverse customers
(for example: “is there something I can do for you to make this easier?”, “What
will help you be successful at this job?”)
2.6.b Build rapport and then assess
individual capabilities compared to requirements of job desired.
2.6.c
Educate customers about career options that may be of interest.
2.6.d
Make referrals to appropriate resources.
2.6.e Use language and behaviors
appropriate to people with differing abilities (for example: customize services
to the person as an individual with unique capabilities and needs rather than
as a disability stereotype).
2.6.f Include some staff members who are
bilingual in languages customers prefer (for example: sign language, Spanish).
2.6.g
Include staff with disabilities.
2.6.h Have knowledge and information about
a broad range of disabilities, rights, issues and resources.
2.6.i
Offer and/or arrange follow-up support.
2.6.j Minimize intrusive environmental
issues (for example: chemical smells, noise, flashing lights, clutter) and
provide quiet areas.
2.6.k Use simple language in instructions
and explanations.
2.6.l Offer individuals extra time to
complete processes and training as needed.
2.7
One Stop Career Centers offer jobs:
2.7.a
In diverse locations in the geographic area served.
2.7.b That match varying capabilities
(determined through job sampling and work assessments as needed).
2.7.c
With a range of hours (both part-time and full-time).
2.7.d Include job sharing options where a
customer can perform a specific task.
2.7.e
That include job descriptions describing essential job functions.
2.
The One Stop Career Center offers assistance that meets the needs of
diverse customers.
2. A. Assistance Continued
Are
attitudes as well as resources individualized and capability based?
2.8 One Stop Career Centers link with
disability resources (for example: Division of Vocational Rehabilitation,
Commission for the Blind, Independent Living Centers, school to adult transition
programs, People First self-advocate groups, community providers).
2.9 One Stop Career Center staff develop
job networks (for example: employers, personal contacts and natural supports in
rural areas).
2.10
One Stop Career Centers offer mentorship and job shadowing options.
2.11
One Stop Career Centers offer training in basic job seeking skills.
2.12 One Stop Career Centers provide career
advancement options and make sure people progress to living wages tied to
standard of living for the local community.
Do
staff members protect confidentiality?
2.13. One Stop Career Center staff members clearly and simply explain
customer confidentiality protection.
2.14 One Stop Career Center staff members assure that identifying
information such as Social Security Numbers is protected from identity theft.
Do staff members offer complete,
accurate information about additional resources?
2.15 One Stop Career Center staff members explain the additional resources available
to eligible customers through the Division of Vocational Rehabilitation, tribal
resources, partnership and other resources.
2.16 Each One Stop Career Center includes a DVR Counselor on site at
least some of the time.
2.17 One Stop Career Center staff members
make referrals to appropriate resources.
3.
The One Stop Career Center improves quality through actively seeking
feedback from diverse customers.
3.
A. Feedback
Does the One
Stop Career Center continuously solicit and implement customer feedback in a
user friendly way?
3.1. The One Stop Career Center collects
comparable (see 3.7) immediate feedback using a variety of methods (for
example: exit surveys, survey tied to computer use written surveys, talking
with the person providing assistance [family]).
3.2 One Stop Career Centers invite people
with disabilities to assess quality of services on an unannounced,
unidentified, drop-in basis (mystery shopper).
3.3 One Stop Career Centers collect
feedback information following the visit (for example: follow-up interviews,
phone survey, 1-800#, on-line feedback).
3.4 One Stop Career Centers collect
feedback from the community (for example: town hall forum).
3.5 One Stop Career Centers collect
longitudinal follow-up information (for example: job retention studies
[including wages tied to living standards])
3.6 One Stop Career Centers publicize how
suggestions for improvement are implemented.
3.7 All One Stop Career Centers ask the
same feedback questions (for example: “Did you get help?” “Were you treated
fairly?” “Did people listen to you?” “Were you provided with the accommodations
you need?”) across formats (see 3.1) in simple, concise language with the location
being commented on identified so that data collected is comparable.
3.8 Feedback questions are developed,
field-tested and periodically refined with input from “mystery shoppers” (see
3.2).
3.9One Stop Career Centers collect data about
missing resources needed by diverse customers.
3.10 All data collected by One Stop Career
Centers is reported regularly to WIA Boards.
3.11 One Stop Career Centers statewide have
uniform, person-centered policy to assure that quality indicators are
implemented.
3.12 One Stop Career Centers identify where
best practice is occurring and offer mentorship to other One Stop Career
Centers.
3.13 WIA Boards include people with
disabilities and advocates to give feedback on service quality.
Back to OSCC Quality Supports Page
Back to NMONE Training Products
Federally funded (WI-11028-01-60) by
United
States Department of Labor Employment Training Administration
For the NMONE
Program with the New
Mexico Division of Vocational Rehabilitation (NMDVR) through a subcontract
with the Community
Support Alliance (CSA) at the Center for
Development and Disability (CDD), University of New Mexico (UNM)