GoodWorks!

Q&A Issue II December 7, 2001
The following questions are categorized according to the topics in the GoodWorks! Guidelines distributed at the GoodWorks! orientation sessions, with the addition of an Automated Systems and Reporting topic. This Q&A will also be available at GDOL’s homepage, www.dol.state.ga.us (Workforce Investment Act/Workforce Development Questions and Answers), in the near future.

Introduction to GoodWorks!
1. It seems there are many agencies and support agencies doing the same thing. Employers are confused, customers are confused and I’m confused! Over the past few years, a great deal of effort has gone into building strong workforce collaboratives by connecting partners and services at state and local levels. Although tremendous progress has been made, much work remains as local partners continue to “grow” their systems. GoodWorks! presents an excellent opportunity to enhance local systems by marshalling the resources of multiple partners toward a defined target population. Through effective communication, all partners must determine how to make the best use of staff and other resources to meet the needs of employer and job seeker customers of the system. All partners need to be on the same page – working toward the common goals of quality service to customers. If you have identified problems, e.g., duplication of services, unclear roles, gaps in services, miscommunication/misperceptions, etc., customers probably have similar concerns. Please be a part of the solution - consult your local workforce partners to clear up your confusion and make suggestions for improvement. 2. What flexibility is there with this new GoodWorks! plan? The GoodWorks! agreement provides great flexibility for local areas to shape their service delivery strategy for TANF applicants, recipients, and non-custodial parents within broad guidelines – in fact, it requires a great deal of local strategizing and decision-making. After meeting a few basic system requirements, partners have the flexibility and responsibility to craft a system that works for their community.

1

3. Currently, some of our outstationed partners need the proper tools to offer quality service, including desk/work areas that are consistent, telephone, computers, and supplies. What can be done to better support outstationed staff in general and GoodWorks! in particular? Services provided by outstationed staff are a valuable, customer-friendly feature of many local workforce systems. Arrangements vary based on the needs of local partners. For example, GDOL staff may be outstationed at a DFCS office or DFCS staff may be outstationed at a GDOL career center one day/week. Such services save customers the time and trouble of travelling to another location to receive services. Work together locally to find creative ways to ensure all staff have adequate resources to do their jobs well. In many offices, space is at a premium and staff will be sharing workspace with others. In these situations, something as simple as arranging chairs to create a sense of privacy may be helpful. Internet access is also a challenge in some areas, and state staff are working toward solutions. In most instances, staff hired through Goodworks! contracts have funding for equipment and other incidentals to do their jobs built directly into their contracts. If you identify problems negatively impacting services to customers, please be a part of the solution. Share your ideas with your local workforce leaders, and bring in regional staff if you need to discuss options. 4. How do agencies other than DHR, DTAE, GDOL, and GDOL Rehabilitation Services become involved in GoodWorks!? Is there a list of additional resource agencies not directly affiliated with GoodWorks!? The more agencies involved in GoodWorks!, the better off customers will be. Section IV of the GoodWorks! Guidelines provides an overview of all the state level contracts/agreements or Memoranda of Understanding (MOUs) that affect the TANF population, in addition to the GoodWorks! contract. Additionally, local providers such as Family Connections, faith community, civic organizations, schools, colleges, universities, business or other community-based organizations also serve TANF customers. Your local workforce area partners will be happy to share the results of resource mapping efforts in your area with you. Many Workforce Investment Boards, School-to-Work initiatives and Family Connections sites have laid the groundwork in this area. Visit GDOL’s homepage at www.dol.state.ga.us (Workforce Investment Act/Local Area Contacts) to determine whom to contact in your area. If a local directory or database of resources to serve TANF and other workforce customers is not available, local partners need to create one. A statewide Invitation for Proposals for GoodWorks! intensive and subsidized work services was recently issued. It is anticipated that these services will bring in many community service providers outside of the partners you have mentioned. Visit www.dol.state.ga.us to see the October 31, 2001 announcement and solicitations.

2

5. What are some tips for better communication among partners? • Establish basic communication processes so no agency has to be reminded to share information. Are there certain events that require a phone call or e -mail, like a customer getting a job, losing a job, breakdown in transportation plan, etc.? Identify key points where it’s critical to talk with DFCS to ensure the customer qualifies for all support benefits before a case is closed. Are there times of the day or the week when it’s better to call? Is co-location possible on certain days of the week or month when issues can be discussed? As you develop local processes, be sure to discuss timeframes of sharing information so that all partners have timely and accurate information. E-mail/Go-mail should be a primary means of communication, given the busy days of all frontline staff meeting with customers. E-mail can be read at anytime and eliminates the need for telephone tag. E -mails can also be printed off and filed in case notes for those agencies that keep paper files. Of course, you will have times when a phone call and face-to-face conversations are best. Some areas have developed communication forms to convey information about attendance and missed appointments. The same information can be conveyed through e mail/Go-mail. Make sure that collaborative sessions are held between frontline workers, not just managers. Don’t always wait to talk when there’s a problem. Share customer successes through e mail or a call – a job promotion, a child’s graduation, the customer gets a GED. Maybe partner staffs can get together for lunch quarterly? Share a comprehensive list of information for local partner staff, including phone numbers, faxes, addresses, e -mails, etc. You may want to make it a Word document that can be updated and shared at least quarterly. Try using Instant Messaging for communication and/or staffings. If the communication process continues to be a struggle, talk it over with your supervisor to see how you can come up with solutions. You may need to consult with regional staff and possibly technical assistance specialists at the state office.

• •

• • • • • •

6. No matter what we try, partners in our area do not communicate well. What can we do? Collaboration is not an easy process, but it’s critical to best serve our customers. If you feel like you’ve run into a brick wall in your area, it’s time to consult your regional leaders to discuss the issues you’re facing. Whatever the problems, speak up and keep trying until the problems are resolved. It’s not fair to customers to live with a system that is not focused on service and communication. Proactive positive leadership is the key to developing collaboratives that work.

3

Assessment
7. Will DFCS, GDOL Rehabilitation Services or DTAE's assessment "count" on the GDOL career center's applicant service record toward obtained employment (entered on the JS23 record)? Or must GDOL conduct and/or enter an additional assessment? “Counting” is an issue that needs to be addressed by local partners to ensure a service design and flow that meets the needs of customers and the system. GDOL career center staff often do initial assessments (Service Needs Evaluation) and more comprehensive assessments (Indepth Assessment). Both of these assessment services "count" toward the requirements of an obtained employment. Only one assessment is needed. If a partner has already done the in-depth assessment, GDOL may enter it into the Georgia Workforce System (GWS) on the Services Entry screen, and document on the Follow-up Counseling notes screen that the assessment was done by another agency and the date it was completed. It is not necessary for GDOL to key in an additional assessment – do not duplicate efforts. Assessment results from partners should be used in determining appropriate customer services. 8. How will DFCS identify “hidden” disabilities such as learning disabilities, depression, epilepsy, multiple sclerosis, or mental retardation in a TANF applicant or recipient? Since many potential disabilities are by their nature not readily apparent to staff, or even customers themselves, there are multiple check points built in to the GoodWorks! strategy. Although it is difficult to identify hidden disabilities at initial contact, most will be identified as a result of a formal assessment. TANF recipients without a stated or suspected disability will be assessed by New Connections to Work. If a disability is not identified initially at this formal assessment, indicators may surface as DFCS monitors customer participation. When a potential disability is indicated, the customer is referred to GDOL Rehabilitation Services for a comprehensive assessment that identifies and documents all disabilities. If disabilities are not identified prior to receipt of 30 months of TANF, customers who have not stated a disability, but who are not successfully meeting the goals established in their work plan, will be referred to GDOL Rehabilitation Services for assessment. This process should help customers with hidden disabilities better understand their employment-related needs and the range of services available to meet these needs.

4

9. If DFCS refers a customer to GDOL Rehabilitation Services, are they required to do an assessment? Can GDOL or other partners make the referral? GDOL Rehabilitation Services has a contract with DFCS to provide assessments for TANF recipients who state a disability, or who have received TANF for 30+ months and are either not involved in a work activity or are not progressing in their activity. Under this agreement referrals must come through DFCS. If GDOL or other partners identify a TANF recipient for whom they feel an assessment by GDOL Rehabilitation Services is desirable, they may contact DFCS to request referral for the GDOL Rehabilitation Services assessment. (See page 22 of the GoodWorks! Guidelines.) If GDOL or other partners identify non-TANF individuals who have a disability and may benefit from GDOL Rehabilitation Services, they may refer that individual directly to GDOL Rehabilitation Services or the individual may contact GDOL Rehabilitation Services directly to apply for services. Their application for services will be processed following customary GDOL Rehabilitation Services procedures. An application for services will be taken and the individual will meet with a GDOL Rehabilitation Services counselor who will determine the next steps to take to establish eligibility for services. The counselor may request prior medical or psychological information if it is available, may send the individual for medical or psychological evaluation, and may obtain an employability assessment depending on the unique needs of the individual.

Referrals
10. We are a small county and most of the partners are located out of our county. We often have problems getting the partners to come to staffings. Is there anything we can do about this? As your question indicates, you understand the importance of getting input from partner agencies and the customer. Unfortunately, many agencies do not have staff in every county to attend face-to-face meetings as much as they would like. Alternatives to in person staffings include teleconferencing, instant messaging, e-mail communication, co-location on certain days, and any other method that makes sense for your area. We encourage leaders of the various agencies to work together to develop a system which works best in your area. You might want to contact your TANF consultant or peers in other areas for ideas.

5

11. Is DFCS moving away from the “work first” concept where TANF applicants were required to look for and accept employment? DFCS still embraces the work first concept for appropriate customers. GoodWorks! has simply expanded the service strategy to serve customers who need additional support. In May 1998, DFCS began completing the work readiness assessment to help determine an individual’s suitability for participating in applicant job search. An applicant job search remains appropriate for individuals who are clearly job-ready and who have the potential for obtaining employment as a result of a short-term job search, that is, where work first i the s most logical first step. DFCS refers these individuals to GDOL for a full range of workforce assessment and job search services. If barriers to employment are identified, DFCS refers the customer to the appropriate service provider to meet the customer’s needs, such as New Connections to Work, GDOL Rehabilitation Services or MHMRSA. 12. Why aren’t 30+ month TANF recipients considered a priority group for GoodWorks? TANF applicants have the highest priority for overall GoodWorks! services. (See page 5 of the GoodWorks! Guidelines.) This means that all job-ready TANF applicants referred from DFCS to GDOL will receive workforce assessment and job search assistance services. However, TANF recipients with multiple barriers to employment who have received TANF for 30+ months have the highest priority for intensive GoodWorks! services. (See page 21 of the GoodWorks! Guidelines.) This hardest to serve/most in need priority has not changed. What has changed is that intensive GoodWorks! services are now also available to customers with multiple barriers who have received 1-29 months of TANF. 13. If a customer is referred to GDOL Rehabilitation Services due to mental impairment, retardation, or substance abuse disability and is eligible for GDOL Rehabilitation Services, where does the DFCS referral to Mental Health, Mental Retardation and Substance Abuse come in? Does DFCS refer the customer? Does GDOL Rehabilitation Services refer them? Who ensures that the customer actually gets the mental health services he/she needs from MHMRSA? When the assessment has been completed, a case staffing should take place. At the case staffing the service needs of the customer are discussed and a mutually agreed upon plan of action is developed. If the customer needs mental health services and the type of service the customer needs is available under the DFCS-MHMRSA contract, then the actual referral for those services would be made by DFCS. DFCS must be the referral source under their contractual agreement with MHMRSA.

6

However, the customer remains a joint DFCS-GDOL Rehabilitation Services customer. The services the customer receives at MHMRSA become part of the work plan for the customer. Under the DFCS-MHMRSA contract, both GDOL Rehabilitation Services and DFCS staff will receive updates on their mutual customer. If the type of service the customer needs is not available through MHMRSA, GDOL Rehabilitation Services may refer the customer to a private provider. GDOL Rehabilitation Services case services funds are used to pay for these services. 14. Are there some TANF customers who would be referred by DFCS directly to MHMRSA without referring first to GDOL Rehabilitation Services? Who? DFCS conducts an initial screening of all customers to determine the initial course of action for the customer. If that screening indicates that the customer has an active substance abuse issue, the customer may be referred directly by DFCS to the Ready for Work program so that those issues can be addressed prior to trying to engage the customer in other activity, including assessment. Similarly, if DFCS has an indication that a customer is in need of mental health services, the customer may be referred directly by DFCS to MHMRSA for those services. However, substance abuse and mental health issues are often first identified later on through the assessment that GDOL Rehabilitation Services conducts. It is important to remember that referrals to partner agencies will be dictated by customer need. The referral priority or sequence is dictated by the specific customer profile, which means it will vary from situation to situation. Customer need, choice and satisfaction is key in Georgia’s workforce development system. 15. If a recommendation is made by GDOL Rehabilitation Services for the TANF customer to attend job readiness classes, who makes the referral, GDOL Rehabilitation Services or DFCS? Depending on the source of the job readiness training, either DFCS or GDOL Rehabilitation Services may make the referral. If it is determined that job readiness conducted by GDOL Rehabilitation Services is most appropriate for the specific customer, the GDOL Rehabilitation Services counselor would make the referral as usual. Determining the most appropriate resource should be part of the case staffing process. During the staffing process, clear action steps should be defined indicating who will do what and when, etc.

7

Services
16. Can we get a flow chart of WIA’s programs and processes? Your local workforce area partners will be happy to provide any information you need to better understand how WIA works in your area. Visit GDOL’s homepage at www.dol.state.ga.us (Workforce Investment Act/Local Area Contacts) to determine the contact for your area. 17. Will Job Retention Specialists still be needed? If not, will they be needed as Personal Advisors? Job Retention Specialists have usually been funded by Welfare-to-Work (WtW) and other fund sources. Assuming this function has been a valuable resource to the local workforce system and WtW funds are running out, local partners should explore ways to keep job retention services, such as through GoodWorks!, Wagner-Peyser, Fatherhood Initiative, New Connections to Work, or other fund sources. 18. Whenever I seek training for a TANF customer, funding to pay for it is a major issue. Where do we find training, and does the customer or agency do the search? A primary source of training for TANF customers is DTAE through the DHR/New Connections to Work (NCTW) contract. NCTW provides short term vocational training, customized training, and job specific or industry specific community based experiential learning for TANF customers under the contract. (See page 24 of the GoodWorks! Guidelines.) On a broader system level, local workforce areas have collected data on training resources identified in the GoodWorks! Guidelines (e.g., WIA, HOPE, the DHR/NCTW contract, Pell, etc.), and many other local community resources. Some sources have eligibility requirements, but this shouldn’t be a major issue for TANF recipients. Your local workforce area will be happy to share with you training resources in your area. Visit GDOL’s homepage at www.dol.state.ga.us (Workforce Investment Act/Local Area Contacts) if you don’t know the contact for your area. On a customer level, staffings among all involved partners are an excellent way to identify potential service and funding resources for individual customers. In all cases, you’ll need t o design the actual referral process to be responsive to customers’ needs.

8

19. I understand subsidized work experience is now called “subsidized work.” How will this activity work? That is, will there be procedures for marketing this option? Are there tax incentives for subsidized work sites? Who supervises subsidized work? How much money can a person earn through subsidized work? Who pays for subsidized work? You are correct - subsidized work experience is now called subsidized work. Temporary subsidized work placements, 30-40 hours for up to nine months, are for TANF customers who are not ready for regular or subsidized employment. Under the new GoodWorks! contract, subsidized work and subsidized employment for TANF recipients are the two workforce options that are either new to most local areas or will be expanded - although some local areas have had strong subsidized work components for years (for youth, for instance). (See page 5 of the GoodWorks! Guidelines.) A statewide Invitation for Proposals for GoodWorks! subsidized work services (as well as intensive workforce services) was recently issued. Although the solicitation package provides a framework for subsidized work services, local partners will have great flexibility to design the activities that make sense for their community. Since GoodWorks! is a community-based service delivery strategy, potential providers are required to work closely with all workforce partners in the design and delivery of services. To address your specific questions: • • • • Contractors and partners will work as a team to market and develop subsidized work sites. Work sites must provide on-site training and day-to-day supervision to customers in subsidized work activities. Contractors and designated Career Advisors will be responsible for ongoing service coordination. Employers will provide payments to customers for work performed at the same rate as similarly situated employees, for 30-40 hours per week for six-nine months. Employers will be reimbursed for payments (to include wages, the employer’s share of FICA, and worker’s compensation expenses) by DHR. GDOL and contractors will facilitate this process.

Please visit www.dol.state.ga.us to see the October 31, 2001, announcement and solicitations for subsidized work and intensive workforce services. 20. A number of our TANF customers do not have high school diplomas. How or where does obtaining a GED factor in to GoodWorks! services? Through staffings, local partners will need to decide the appropriate sequencing and bundling of workforce services to meet individual customer’s needs. The service plan needs to make sense for the individual customer. In many cases, it makes sense to combine GED preparation with a work activity. Lifelong learning is a fundamental value in the GoodWorks! model. We need to do everything possible to help customers obtain a GED, skill training, etc., to prepare them for future career advancement opportunities. 9

21. Goodwill is a drug free work place. Can TANF customers who have tested positive for drugs be in drug treatment and enrolled in GoodWorks! at Goodwill at the same time? TANF customers who test positive for drugs should be referred to the MHMRSA Ready for Work program. The customer can receive GoodWorks! intensive services and benefit from the service of a personal advisor if deemed appropriate by local partners. 22. If a customer has been through New Connections to Work with no results, does he/she then go to GoodWorks!? This would seem like a good time for a staffing with the customer and all involved partners to determine which services are needed and who will provide them. Each customer will have unique needs. We must explore underlying factors before we can determine the most appropriate course of action for customers. 23. Sometimes it seems like the TANF customers get better training and support services than the staff who serve them. What can be done? Fortunately, you have access to some of the best career advancement resources in Georgia through your partner agencies. All GDOL career centers have resource centers through which you can access assessment and training resources, including HOPE grants that pay for tuition and books at the technical colleges and other institutions. Several state agencies will also pay for classes you can take to upgrade your skills as you prepare to move up the career ladder. You can also learn about upgrading your resumes and job interviewing skills to prepare for a promotion. This is one more r eason to learn more about the resources of the Georgia Department of Labor. 24. Page 6 of the GoodWorks! Guidelines, under work adjustment, says the customer will be paid prevailing, entry-level wages for the (training) job. Some of our TANF customers have b een placed in training positions where the prevailing entry wage was $8.00 and higher. Upon completion of the placement, we have found that realistic unsubsidized employment wages were much lower, which was extremely hard to explain to the customer. As you note, it’s important to set realistic expectations for customers (and all partner staff) from the beginning, including a series of work activities that builds on experience and includes incremental wage increases. We suggest you arrange for local GDOL staff to meet with partners to discuss labor market opportunities and career paths for customers in your area in general, as well as for individual GoodWorks! customers in particular.

10

25. Why do we not have a person to work one -on-one with customers about financial management? Family planning? Many local workforce systems do provide one-on-one financial counseling for customers when appropriate through career centers, New Connections to Work, the Fatherhood Initiative and community action agencies - likewise for family planning. (See the following question.) If you have identified service needs that are not being met in your current system, work with your local partners to find a way to offer or access them. 26. In Georgia, how are we dealing with the high rate of births to unmarried women that so often results in entry into the TANF system? A variety of federal, state and local resources are directed toward pregnancy and parenting prevention, particularly during adolescence. Your area’s Health Department officials or Family Connections coordinator should be able to fill you in on what’s happening in your community. Resources developed by parents, churches, schools, health care providers, state and local legislatures, government agencies and others include teen clinics, abstinence-based programs at schools, networks of preventive family planning services, peer counseling, employment and training programs, after-school activities, etc. Specifically, once customers enter the welfare system, DFCS makes a referral to local health departments for family planning services. TANF customers must attend family planning counseling in order to meet TANF Personal Responsibility Plan requirements. Provisions that are intended to discourage TANF customers from having an additional child (ren) while receiving TANF cash assistance are also in place. After receipt of a number of TANF benefit months, an incremental increase in the TANF cash amount is not granted with the addition of a newborn child. 27. We have customers who were assessed by GDOL Rehabilitation Services and it was determined that their disabilities were so extensive that application for Social Security disability benefits was recommended. However, some of these customers want to volunteer for subsidized work experience/employment, but can’t participate full-time (30+ hours/week) due to their disability. What should we do with these volunteers? The Americans with Disabilities Act mandates that persons with disabilities be given the same opportunities available to TANF customers without disabilities. DFCS and all contract agencies that receive federal TANF funding from DFCS must provide accessibility to allow customers with disabilities to access all services available to the general TANF population. The importance of the case staffing cannot be overemphasized for these individuals. Partners must work together to provide accessibility to the full range of services available through GoodWorks! and local workforce systems.

11

28. Currently DTAE is billing us (DFCS) for expenses such as books, classroom materials and GED fees for TANF customers in Adult Literacy. Is this how it’s supposed to work? Is it the same for New Connections to Work? Books, classroom materials, and GED fees are included as DTAE “deliverables” under the DHR/DTAE Adult Literacy contract. If the customer is receiving adult literacy service from DTAE, DTAE provides these services. (See page 23 of the GoodWorks! Guidelines.) Books and classroom materials are considered “incidentals” under the DHR/DTAE New Connections to Work contract. If the customer is enrolled in DTAE New Connections to Work, DFCS provides these services. (See page 24 of the GoodWorks! Guidelines.) 29. Page 5 of the GoodWorks! Guidelines states that “DFCS will assist GDOL to develop and provide the skill training desired by employers to prepare individuals for placement. If available, this training will be provided by DTAE.” How will DFCS help GDOL to develop and provide skill training for subsidized employment? Through the terms of the DTAE New Connections to Work/DFCS contract, NCTW will be the primary source for short-term training for TANF customers. (See page 24 of the GoodWorks! Guidelines.) DFCS, GDOL and other partners will work together to develop and arrange the provision of the training that will help assure successful employment placements. For example, this might mean working with DTAE to provide training services at nontraditional locations or during nontraditional hours. Housing Authorities, employers, WIA, the faith community or other civic organizations may also have training services to offer. 30. How does the DFCS participation rate fit into Goodworks!? If DFCS no longer has direct input into providing job search, job placement, etc., how can DFCS be held responsible for the 90% participation rate required by the state office? County DFCS staff continues to be accountable for meeting the 90% participation rate. The GoodWorks! contract services provide additional resources for DFCS staff to help customers move toward self-sufficiency, so if anything, it should be easier to meet required rates. DFCS can now more easily access the resources of all partners in the local workforce system. As subsidized and unsubsidized work activities result in termination of TANF assistance, customers will, of course, no longer be considered toward the participation rate requirement.

12

31. How is GDOL going to handle additional GoodWorks! responsibilities with increased unemployment? Increasing unemployment in some areas of the state will certainly present a challenge for all partners in the coming year as local workforce systems are stressed by high customer demand. GDOL has been and will continue to take steps to ensure GDOL’s focus remains on quality customer s ervice, and service to TANF customers and non-custodial parents under the GoodWorks! agreement will be a priority. GDOL is doing several things to help local career center staffs better meet the needs of customers, including the following: • All of GDOL’s 53 offices are career centers with enhanced services to job seeker and employer customers. To achieve a service delivery system that is customer-focused, customer-driven and customer-friendly, both physical features of career centers and staff roles are changing. The conversion of resource areas with self-help software in career centers will free some staff time, and we expect an increasing percentage of customers will seek the convenience and flexibility of self-or minimally staff-assisted services. Intranet Unemployment Insurance claims should also free up some staff time to focus on customer service once career centers have transitioned fully to the new system. Since the start of the initial pilot in July, customers in all 53-career centers can now enter their UI claims on the Intranet without having to see a staff person. In the future, customers will be able to enter their UI claims from their home, libraries, or any other location with Internet connections if they so choose. Career center managers and district directors will assist with staff reassignment and/or hiring of any new staff needed to respond to customer needs.

We encourage local partners to share ideas, best practices, resources and expertise to help meet the needs of the increasing customer base of local workforce systems.

Follow-up Services
32. The Welfare -to-Work customers I’ve worked with in the past seem to resent follow-up. How can we follow up for GoodWorks! without this resentment? The key to strong follow-up is establishing rapport and trust with the customer long before follow-up begins; from the first contact the customer has with your local workforce system. Local partners need to design retention services that are responsive and valuable to customers. You might want to ask some customers (including employers) for their ideas on what would be beneficial to them.

13

33. GDOL Rehabilitation Services customers are sometimes hesitant to ask for assistance after they are employed. Will the employer know whom to contact if assistance is needed? The purpose of follow-up is to support both customers and employers in achieving a win/win employment experience. Clearly both the customer and employer must understand all of the resources available to them when questions, needs or problems arise. By policy, the GDOL Rehabilitation Services Counselor follows customers for at least 90 days after employment and is available to address any issues that may affect employment. Additional staff with a role in follow-up may include the Personal Advisor, WIA representative, or any other designated service provider engaged with the customer. Well-designed follow-up services can go a long way toward promoting successful, lasting employment outcomes, so we encourage local partners to strategize how to creatively meet employee and employer needs. (See pages 31 and 32 of the GoodWorks! Guidelines.)

Automated Systems and Reporting
34. Is the GWS referral screen seen only by DFCS? GWS is an "open" system in the sense that staff with proper security access can inquire into almost every GWS transaction (go to Customer Services/DFCS Referrals). However, particular transactions are designed for data entry/update by designated staff. The DFCS referral screen was developed specifically to allow DFCS staff to make the contract referrals called for under the new GoodWorks! agreement. 35. Will partners in the community receive training to make appropriate automated referrals, e.g., Fatherhood Program? What about the DTAE GANET website for New Connections to Work now in use? The GWS referral screen was specifically designed to allow DFCS staff to make the GoodWorks! contract referrals. We are currently expanding its use to Fatherhood Program staff for non-custodial parent referrals. When this enhancement is made in the next few weeks, Fatherhood Program staff will be instructed how to make referrals. The GWS referral transactions were designed to address the contractual needs of GDOL and DFCS. Further discussions at the state level, as well as programming enhancements, are under way to allow the referral system to be used by other partners. The first priority will be agencies also under contract with DFCS to provide services. The ultimate goal is a “universal” referral mechanism that can be used by any partner at any time, which will take much more extensive planning and programming.

14

36. Our DFCS partners have had some delays in doing Goodworks! referrals through GWS, so they have been faxing referral information to us and we are going ahead and providing GoodWorks! services. This is not problematic, however, we are wondering what do we do about these “paper” referrals for GoodWorks! services made after October 1st ? To count toward the GoodWorks! contractual commitment to serve 15,000 individuals statewide during program year 2001, DFCS must make a formal customer referral through the Georgia Workforce System (GWS). Prior to assignment of DFCS USER IDs, passwords and implementation of local referral processes whereby DFCS refers via GWS, the referral can also be entered by GDOL career center or WIA local area staff. Procedures were provided in a November 14, 2001, memorandum to WIA Local Area Directors and GoodWorks! Contract Providers from Linda T. Johnson, GoodWorks! Coordinator. If you need the memo, please contact GoodWorks! staff at (404) 656-7392. Upon receipt of USER IDs and passwords, DFCS staff should immediately enter into GWS any paper referrals made since October 1st . In some areas, GDOL career center or WIA local area staff have agreed to assist in this task. 37. Since an automated referral was not required for customers enrolled in GoodWorks! prior to October 1st , how do we get these customers into GWS? A one-time procedure has been developed for WIA local areas and GoodWorks! contractors for the limited number of customers not entered prior to the conversion to GWS. The procedures were provided in a November 14, 2001, memorandum to WIA Local Area Directors and GoodWorks! Contract Providers from Linda T. Johnson, GoodWorks! Coordinator. If you need to know how to enroll GoodWorks! customers from prior to October 1st in GWS, please contact GoodWorks! staff at (404) 656-7392.

15