One-Stop Career Center Mystery Shopper Checklist

Photo Example Tour

All photos used with written permission

Accessibility:

1.   Is the Center in an easy to find location?

Customer pointing to map of where the One-Stop Center is located

2.   Is the Center in a central location in the heart of your town?

3. Is there a sign on the street that says that this is the “One Stop Career Center”? 

Sign posted on building that says New Mexico One-Stop Career Center

3a. Are the sign and lettering/pictures big enough to see and be read from the street? 

Looking from the street in front of the One-Stop Center reading the sign

4.   Is the Center on a bus route (or other public transportation route)?

Public bus waiting at bus stop

5.   How safe does the neighborhood where the Center is located feel to you? 

6.   How easy is it for you enter the Center from the street?

Two customers entering the One-Stop Center from the street using a ramp

7.   Are there enough parking spaces (including Handicapped) in the parking lot? 

Handicapped parking space


8.   How easy is the surface of the parking lot to walk on? 

9.   Are there sidewalks?

10.   Are there ramps?

11.         How many of the doors can a person get through easily? 

Doors of the One-Stop Center to enter through

12.         Is there enough room inside the building to move around?

Inside the One-Stop Center's resource room with enough room to move around

13.         Are the restrooms easy to use? 

A restroom stall inside a One-Stop Center


14.         Are the hallways wide enough? 

A wide hallway inside a One-Stop Center
 

 


15.         Are there signs that say where to go? 

Customer pointing to a One-Stop Center sign

15a. If there are signs, are the signs easy to follow  (both simple words and pictures)? 

15b. If there are signs, are the signs written in the language you speak or read (including Braille)? 

An exit sign with Braille letters inside a One-Stop Center

16.         Are the forms (registration, application) you have to fill out easy for you to use? 

Customer filling out forms at the One-Stop Center

16a. Can you take the forms home with you if you want to do so?

Woman holding a form to take home and finish

16b. Can you get print material in another way if you need it (on disc, in Braille, in smaller words, read to you with words you understand)? 

17.         Is the equipment easy for you to use on your own? 

Customer using a touchscreen computer monitor at a One-Stop Center

17a. Does the Center have the special equipment you need (TTY, assistive listening, screen reader)? 

One-Stop Center staff pointing to special equipment available at a One-Stop Center

17b. Can you adjust the equipment to meet your needs? 

Customer adjusting computer screen to meet his needs at a One-Stop Center


18.         Are you able to use the equipment on your own? 

Customer using computer equipment on her own at a One-Stop Center

19.   Is the furniture the right height for you (counters, chairs, desks, tables, displays)? 

Computer on a counter that is 27" high at a One-Stop Center

Assistance:

Did someone:

20. Greet you right when you went into the Center?

A smiling receptionist greeting customers as they enter a One-Stop Center

21. Speak to you in a language you can understand (including Sign Language) during your visit?

One-Stop Center staff who is speaking in Spanish to a customer

22. Help you find where you need to go?

23. Help you fill out forms?

One-Stop staff helping a customer to fill out forms

24. Help you use computers?

A row of computers at a One-Stop Center

25. Help you get on-line?

  Computer with scanner and trackball mouse

26. Help you use the fax?

Customer at the fax machine at a One-Stop Center

27. Help you make a phone call?

28.  Help you write a resume?

Listing of resume writing classes available at a One-Stop Center

29. Help you learn about jobs?

  Sign advertising job training classes

30. Give you enough time (to understand orientation and other information)?

31. Help you immediately (right then and there)?

  Woman helping a customer right away

31a.  If not, how long did you have to wait for help?

32. Ask you to come back at another time?

33. Keep your personal information private (confidential)?

34.     Find out what you can do (your individual gifts, capabilities, skills)?

One-Stop staff asking a customer about his skills


35. Give you the complete resources and information you need?  

Customer getting resources and information at a One-Stop Center

36.   Tell you that the Center has "core, intensive and training" resources?

One-Stop Center staff explaining to a customer about the core, intensive and training resources

37.    Tell you that the Division of Vocational Rehabilitation (DVR) offers support at the One-Stop?   

DVR logo with a yucca plant

38.  If yes, what did DVR have to offer you?

Feedback:

39.    Was there a way (suggestion box or survey) for you to give feedback to the Center about the quality of the services they give to you?


39a. If there was a way to give feedback (for example, suggestion box or survey form) did someone tell you it was there? 

39b. If there was a way to give feedback (for example, suggestion box or survey form) was it easy to use?

39c. If there was a suggestion box or survey form, what suggestions did you make?

40.   Did someone ask how you felt about your visit while you were at the Center? 

One-Stop staff asking customer about how he felt about his visit

41.   Did someone tell you what will be done (fix the problem and by when), with what you told them?

42.   What else can you tell us that you think could help the One-Stop Career Centers better meet your needs?