GoodWorks!

Guidelines

Revised 1/03 1

Guidelines for GoodWorks!
Table of Contents I. II. III. IV. Introduction to GoodWorks! Assessment: How can we help? Referral: How can we get customers the services they need? Services: What do we have to offer? Summary of Services from DHR, GDOL and DTAE DHR TANF Contract Summaries ♦ GoodWorks!
♦ Workforce Development Services
♦ Vocational Rehabilitation
♦ Adult Literacy
♦ New Connections to Work
♦ Mental Health, Developmental Disabilities and Addictive Diseases
♦ Community Action Agency
TANF Family Resettlement Program and SSI Advocacy ♦ Fatherhood Initiative TANF Support Services V. VI. Follow-up Services: How will we continue services after employment? Exit Criteria

Appendix Glossary
Georgia Workforce System Automated Referral Screen and Instructions
DFCS Work Readiness Assessment

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I. Introduction to GoodWorks!

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GoodWorks! Guiding Principles

1. Enabling Customers to Reach their Highest Potential

2.

Value Customer Choice and Individual Needs

3.

Helping Customer Move to Self-Sufficiency

4.

Communication is Key to Success

5. Appreciating that We Can do More Together than We Can
Alone

6.

We All Share in Success of the Customer

7.

Understanding We are All Working Toward a Common End

GoodWorks! is the beginning of a continuum of lifelong learning and
career development services provided through Georgia's workforce
system.

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I. Introduction to GoodWorks!
So what exactly is GoodWorks!?
GoodWorks! is a service strategy developed by the Georgia Department of Labor (GDOL) to help TANF applicants, recipients and non-custodial parents become employed and move toward selfsufficiency. The new contract combines two previously separate contracts to provide a full array of workforce services. The main components are: ♦ ♦ ♦ ♦ ♦ Assessment (including reviewing assessments provided by partner agencies)
Employability plan of action
Job search workshops
Unsubsidized employment site development, placement and monitoring
Intensive services that include any or all of the above in addition to intensive case
management with an individualized service strategy for customers with multiple barriers to employment. This strategy uses a team approach involving the services of DFCS, GDOL, private contractors, WIA, Welfare-to-Work and partner agencies. A Personal Advisor is assigned to 1-25 families to ensure that services are continuous and work-related barriers are removed.

Is this a separate program?
Absolutely not. GoodWorks! is a service strategy that is a part of the larger workforce development system to provide services to customers. Services include: ♦ Georgia Department of Labor: Workforce Development Services via GDOL Career Centers GDOL Vocational Rehabilitation Program

♦ Department of Human Resources contracts with:
Adult Literacy
New Connections to Work
Mental Health, Developmental Disabilities and Addictive Diseases
Community Action Agency TANF Family Resettlement Program and SSI Advocacy
Fatherhood Initiative
♦ Support services through TANF (Temporary Assistance to Needy Families) ♦ A multitude of other state and local services, such as HOPE grants, Pell grants, services of the Workforce Investment Act (WIA), support through community action agencies, non-profit organizations, and others. Please see Section IV of this guide for more information on services. 5

What are Intensive Services?
These services are for TANF recipients with multiple barriers to employment, who have received TANF for 30 months or more. Intensive services involve the use of a team approach, including GDOL and partner agencies to ensure that the services a customer needs are continuous and that the transition from welfare to work is successful. A customer with multiple barriers that needs intensive services is assigned a Personal Advisor who helps the customer develop an individualized service strategy to remove work-related barriers. The Personal Advisor remains with the individual from start to finish, assisting him or her through each activity. Some components of the intensive service strategy include: Recruitment: A variety of non-traditional outreach approaches are used to recruit individuals who generally do not seek traditional workforce development services. These approaches require a strong community presence. Work Evaluation: This component assesses a customer's readiness for the competitive workforce by immediately placing him or her in a subsidized work activity to evaluate work skills. Work activities during the work evaluation component are short-term and the customer is paid for the hours worked. Work Adjustment: Customers who are not ready for competitive employment are placed into work adjustment activities in a supported work environment. Work adjustment activities teach the customer how to work by placing them in an actual job. The customer may also work in different job positions to find the right "match" of skills and job activities. During this time, the individual's work skills are constantly assessed. The customer works full-time hours during work adjustment and is paid entry-level prevailing wages for the job. Individualized Job Coaching: Individualized job coaching is available to help a customer's transition from the supported work environment to the competitive workforce. Activities include one-on-one job readiness, job preparation, job orientation, employment liaison and performance evaluation. Job Retention and Career Advancement: Upon stabilization into the workplace and cessation of job coaching, a transition plan is developed to move the customer towards self-sufficiency. Activities include: - Continuous monitoring of the progress of each customer with frequent, on-site visits to the job - Quick intervention to customers that lose their jobs and need additional job placement - A review of support services available, such as transportation and childcare.

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GoodWorks! Highlights
♦ Flexibility and a simple process is key. Regardless of the customer’s point of entry into the system, individual needs are identified and partners work together to orchestrate service delivery. Funds are available to pay for just about any kind of education, training and support needed using resources from the entire workforce system. ♦ GoodWorks! provides expanded services to a larger population. Some GoodWorks! customers are job ready and need few services beyond job search assistance. Others will need a variety of resources from several agencies. Some benefit from the intensive services facilitated by a personal advisor who will provide support throughout the GoodWorks! experience. GDOL career center staff, job coaches, and personal advisors stay connected to ensure that job placement and retention services are customized for each individual. ♦ Formal referral process. There is a formal referral process from DFCS to GDOL and other contractors who provide workforce services. This is not just an extra processing step – it’s a way to get standard information into an automated system to track customers and measure results. It also allows each organization in the system to share in the success each customer achieves. ♦ Communication via phone, meetings, staffings, e-mail, conference calls, land mail and other means is even more essential. Communication may focus on an individual customer, such as how to help a customer when we just discovered he/he is homeless. Or it may be a system issue, such as how will staffings work best with county-based DFCS offices and regionally organized entities, like GDOL career centers, WIA areas and technical colleges. ♦ Job retention is a major focus of the contract with follow-up intervention at 30 days and 3, 6, 9 and 12 months for unsubsidized employment. But it may take more support than that, checking to see how things went the first day or first week, and offering support and services all along the way. Section V covers follow-up services in detail. ♦ “Competition” for customers is nonexistent. There are plenty customers that can benefit from the services available in the workforce system. There is enough work for all of us. The automated system will allow us to share credit for successes to a greater degree. ♦ Local planning. After meeting a few basic system requirements, every local system design staffing and communication processes that make sense for them. The process should be flexible enough to change as a customer’s needs change. For instance, the GDOL career center may find part-time employment for a customer who is in WIA-funded training. After placement, the staff from GDOL and WIA may see an indication of a disability. Even though it is not in the usual “referral order,” the right thing to do for this customer is to consult with DFCS and GDOL Rehabilitation Services about a potential disability and the best way to assist the customer. ♦ Use of expertise of partner staff. Some staff have training and experience to be able to provide more intensive services to customers. An example might be the staff of GDOL, DFCS and DTAE who have training in case management or are certified Global Career Development 7

Facilitators. No matter what the resources, local partners must discuss and gain consensus on a service delivery process. ♦ Local decision-making. Local partners design business processes that makes sense for their community. For a career center, it could be identifying staff who specialize in core services and those that specialize in intensive services, no matter what the funding stream or target group. It could mean blending staff in a variety of ways. Each local partnership will think through its staffing to make sure that when a customer appears, staff are ready, willing and able to offer services. ♦ Consistency with customer and staff relations. Some customers will work with the same staff person several times, so that staff can recognize more personal but work-related problems, such as indications of homelessness, domestic violence issues or substance abuse. That staff person would be in a position to discuss the issue with the DFCS case manager for referral to additional resources. ♦ Local feedback is critical for continuous improvement of services for TANF customers. Local staff should ask questions and give comments through the usual channels. State staff from each agency will pull together feedback and questions and issue periodic updates to the system.

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II. Assessment

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II. Assessment
♦ Assessment is an ongoing process of review, reevaluation and referral for services that continues throughout participation in the services of the workforce system. Given that assessment is a continuous process, everyone who works with a customer is an assessor, not just the formal evaluators. ♦ Partners work together to refer customers for appropriate assessments, provide in-depth assessments and use assessment results to plan individualized services and activities. Assessors may need to talk when a question arises about test results, when hidden barriers are revealed, or if a referral is indicated. ♦ Assessment determines skills, interests, aptitudes and abilities to assist a customer in developing short- and long-term goals. The assessment process identifies work readiness, barriers that limit the achievement of goals, and the services that can remove those barriers. ♦ Temporary Assistance for Needy Families (TANF) customers can receive assessment services from multiple agencies and programs. DFCS screens the customer to determine assessment needs and refers the customer to partner agencies for formal assessment. T ANF applicants who do not have a barrier to employment at the initial screening are referred to GDOL for assessment and placement services. T ANF recipients are referred to the Domestic Violence Assessor (DV) or to Ready For Work Substance Abuse (RfW) as indicated by screening tools. U nder contractual agreement, TANF recipients who state disabilities or who are suspected of having a disability may be referred to the GDOL Vocational Rehabilitation Program for assessment. This specialized assessment includes employability assessment and the provision of a psychological evaluation. Medical evaluation(s) may also be obtained if determined necessary by the VR Counselor. For individuals referred back to DFCS, the GDOL Vocational Rehabilitation Program will participate in case staffings with DFCS and any other involved partners to determine which services are needed and who will provide them. Employability assessment instruments currently utilized include: Barriers to Employment Success Inventory (BESI)
Job Search Attitude Inventory (JSAI)
Leisure/Work Search Inventory (LWSI)
Selected PACE modules
Career Ability Placement Survey (CAPS)
I f a TANF recipient is receiving Domestic Violence or Ready for Work services, those programs will identify when to proceed to other assessments and activities.

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T ANF recipients are referred for assessment to Mental Health or Developmental Disabilities when recommended by formal assessment or if other indicators of service needs are identified by a case manager. ♦ GDOL provides workforce assessment services for TANF applicants and recipients and noncustodial parents F or both TANF applicants and recipients, GDOL staff and customers meet together to complete a Service Needs Evaluation. The discussion reveals employment and training services needed or desired, level of assistance required, and other services needed from partners. Additional assessments and testing are provided if beneficial for the customers. If a particular assessment is not available at the career center, a referral is made to an agency that can assist, such as the WIA service provider. F or TANF recipients only, GDOL reviews formal assessment results and recommendations from the GDOL Vocational Rehabilitation Program or DTAE and assesses readiness for unsubsidized employment or employment and training activities. Assessment instruments currently available in GDOL career centers include: • • • • • • • • • • Career Ability Placement Survey (CAPS) Adult Basic Literacy Exam (ABLE) Ability Profiler O*NET Interest Profiler USES Interest Inventory and Checklist O*NET Work Importance Locator Leisure Search Inventory Career Exploration Inventory Job Search Attitude Inventory TapDance

These instruments are used by at least one GDOL career center. Other tools may also be available. For questions regarding a specific instrument, please call your local GDOL career center. G DOL makes available subsidized work situations to TANF recipients in Intensive Services to assess and “teach” customers how to work and strengthen life skills, and to help customers become marketable to employers.

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III. Referral

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III. Referral
Under the GoodWorks! agreement between the Departments of Human Resources and Labor, DFCS staff will use a formal referral process for customers in need of workforce development services. The information that follows describes the new referral process. Instructions for the online Georgia Workforce System (GWS) Referral Screen are provided in the Appendix.

♦ Which customers are referred?
Temporary Assistance to Needy Families (TANF) applicants with no apparent barriers to unsubsidized employment TANF recipients, as discussed in the Assessment Section of the Guidelines Non-custodial parents who are eligible for Welfare-to-Work (WtW) or Workforce Investment Act (WIA) services. This includes those who are unemployed, underemployed, are participating in the Fatherhood Initiative or who have pending child support enforcement actions.

♦ Who makes referrals?
For TANF applicants and recipients, DFCS staff make the referral. Referral of non custodial parents will come from other partners. When DFCS staff is the lead case managers, DFCS staff is responsible for overall coordination throughout the provision of services. In accordance with the terms of the GoodWorks! contract, a total of 8,000 customers will be served in FY03. Because there are many more customers that could benefit from GoodWorks! than funds available, DFCS will prioritize which customers are formal referrals.

♦ When are customers referred?
TANF applicants are referred to GDOL after DFCS does an initial screening, determines that the individual is job-ready (no obvious barriers) and enrolls the customer in Job Search Activities. See the DFCS Work Readiness Assessment form in the Appendix. Prior to the formal referral, DFCS staff will ensure that transportation and childcare and other support service needs have been met. For those who need additional help before entering the workforce, WIA, WtW and other workforce assistance is available to help the customer become job ready. TANF recipients are referred once their in-depth assessment has been completed. Assessment results will indicate the need for various types of appropriate referrals; those individuals that need GoodWorks! services are referred via GWS. Non-custodial parents are referred when the partner serving that individual determines that he or she needs workforce development services. Based upon individual needs, customers 13

may be referred to GDOL career centers for job placement assistance, to DTAE for skills training, and/or to WIA staff for WIA or Welfare-to-Work supported services.

♦ How do staff make referrals?
To make the process easy for everyone involved, referrals are made using a secure Internet transaction that requires minimal data entry. This transaction is available to DFCS and other partner staff making these referrals. Using an automated approach allows staff to make referrals quickly and efficiently. Staff making referrals are assigned User IDs and passwords to access this transaction in GWS, the Georgia Workforce System. See the Referral Screen information in the Appendix for detailed instructions. DFCS staff works with the customer to decide on a date by when the customer should report to GDOL. This date is entered on the Referral Screen, or local partners may choose to work out specific appointment times, if this meets local preferences. GWS informs GDOL staff of referrals and when to expect the customers referred. A message notifying staff of a referral also appears on the initial intake screen when GDOL staff key in the social security number of a referred customer. To ensure quality customer service and to avoid misunderstandings or duplication among partners, staff making referrals (from DFCS, DTAE, GDOL Vocational Rehabilitation Program or other agency) need to enter these referrals into GWS as soon as the appointment date is determined.

♦ What should staff do when customers arrive for services?
Ensure that immediate needs, such as transportation and childcare via DFCS, have been addressed so that the customer is ready to begin work-related activities. Provide services or refer the customer to appropriate service providers, as agreed to in the interagency staffing for that customer. Communicate with DFCS staff to ensure sufficient coordination for the customer's service needs.

♦ What should staff do when referred customers don’t keep appointments?
DFCS defines a “no-show” as a customer who doesn’t arrive for a scheduled appointment and has not called with a justified reason for failing to keep the appointment. (See the “Good Cause” list in this section.) It is acceptable for a customer to request to reschedule an appointment; this will need to be communicated among the partners involved. If a pattern of “no-shows” results, however, partners need to talk about creative ways to engage the customer to address this problem. 14

GDOL staff notifies DFCS staff as soon as possible, but no later than five days after the date that a customer has failed to report for scheduled appointments or activities. Additionally, the automated system will generate a formal list of "no-show" customers on a monthly basis.

♦ When should GDOL staff refer a customer back to DFCS?
First, note that “refer back” does not generally mean physically sending the customer back to another partner. The process is more likely to involve a discussion among partner staff. If GDOL staff find, in the course of providing services, that a customer has unresolved barriers to employment, the DFCS case manager should be contacted to determine the need for a joint staffing or other action. Once these issues are addressed, the planned services will continue. Changes or updates to customers’ employment plans also need to be discussed with the customer and the DFCS case manager. DFCS will revise the employment plan.

♦ When should partners conduct joint staffings?
Joint staffings are conducted routinely for customers formally referred through GoodWorks!. Joint staffings may involve face-to-face meetings of partners involved in providing a customer's services and will often include the customer. Partners may also use more informal means, such as telephone or e-mail contact, to discuss a customer’s service strategy. Local partners decide how they will communicate about the progress of each customer. Joint staffings may also take place at any point in a customer’s service continuum, as service coordination is an ongoing process. Partner agencies may be involved to offer services, especially those available through DHR agreements and related, complementary WIA/WtWfunded activities. Beyond initial discussions to agree on services, examples of other situations in which joint staffings may be appropriate include: To confirm support service plan, e.g., childcare, transportation, and other support
To discuss customer service needs
To discuss and ensure a customer’s progress toward their goals
To avoid duplication
When a customer is not meeting employment plan goals
To clarify sequencing of activities
When a customer has complex service needs

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Examples of Good Cause for TANF Customers

Partner staff need to understand when “good cause” exists if a TANF customer misses an appointment. Of course, customers should call before missing an appointment and reschedule as soon as possible. Partners must talk when a missed appointment occurs to make new arrangements, comply with DFCS regulations, and discuss whether a pattern of missed appointments indicates the need for a staffing to assist the customer with the management of life skills. Examples of good cause may include but are not limited to the following: ♦ illness or medical condition that is obvious or otherwise substantiated ♦ court required appearance ♦ child care not available ♦ transportation not available ♦ social services not available ♦ natural disaster ♦ weather emergency ♦ family crisis ♦ personal crisis ♦ domestic violence issues ♦ conflicting Personal Work Plan and Personal Responsibility Plan requirements ♦ job offer is below federal minimum wage ♦ job or training presents a risk to the participant’s health or safety ♦ custodial care for an incapacitated family member who resides with the participant is not available ♦ mandatory participant now meets exemption criteria and wants to withdraw (This option is available only for a participant who has never exercised the option to be exempt previously.)

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IV. Services

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IV. Services for GoodWorks! Customers
The Department of Human Resources contracts with partner agencies to provide specialized services to meet the needs of TANF customers. These services help families overcome barriers, realize personal goals and become self-sufficient through employment. See the Summaries of DHR Contracts in this section. Relatedly, WIA and WtW funding is also available and intended to serve this population. The primary goal of all agencies assisting mutual customers is to create a continuum of services to meet the needs of the customer. We can achieve this by carefully planning the selection, sequencing and combining of services and support. We must all find ways to fit the puzzle of service pieces together to make a complete picture of success for the customer. Make sure community partners know about services in the area, ideally through a resource mapping process. Then partners can design a referral and service delivery process that includes regular communication and feedback. You have an opportunity and responsibility to create a process tailored to your local needs. Some of the services provided by partner agencies include: Georgia Department of Human Resources Division of Family and Children Services (DFCS) ♦ Temporary Assistance for Needy Families (TANF) Cash Assistance Employment Services (includes transportation/incidentals to find and maintain work) ♦ Child Care and Parent Services Child Care for Employment and Training Parent Services ♦ Food Stamps ♦ Medicaid Low Income Medicaid Right From the Start Medicaid for Pregnant Women and Newborns Adult Medicaid Programs ♦ Community Action Agency Family Resettlement Program SSI Advocacy Program ♦ Child Welfare Foster Care Adoptions Child Protective Services Adult Protective Services ♦ Community Services Community Services Block Grant Low Income Home Energy Assistance Community Food and Nutrition Program Homeless Assistance Program Refugee Resettlement Program Teen Parent Improvement Program

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Child Support Enforcement (CSE)
♦ Locating Non-Custodial Parents
♦ Establishing Paternity
♦ Establishing and Enforcing Child Support Orders
♦ Establishing and Enforcing Medical Support Orders
♦ Collecting and Distributing Support Payments
♦ Fatherhood Program
♦ Child Access and Visitation Program
Georgia Department of Technical and Adult Education (DTAE) ♦ Adult Literacy and Basic Skills Training ♦ GED Testing and Preparation ♦ Certified Specialist Programs ♦ New Connections to Work ♦ Fatherhood Initiative ♦ Financial Aid for School HOPE Scholarship Loan Programs Pell Grant ♦ Job Readiness Training
♦ Occupational Training in Certificate and Diploma Programs
♦ Pre-employment Career Planning
♦ Workplace Literacy
♦ Economic Development
Georgia Department of Labor Career Center Services ♦ Service Needs Evaluation and Assessment ♦ Career and Job Information ♦ Job Development, Referral and Placement ♦ Computer Job Search (Job Information Service and America’s Job Bank) ♦ Resume Assistance ♦ Employment Resource Library (self-directed job search, fax, computer, copier and Internet access, etc.) ♦ Federal Bonding Assistance ♦ Financial/Stress Management and other Consumer Workshops ♦ Job Search Workshops and Job Search Assistance ♦ Employment Counseling ♦ Employment Testing ♦ Youth Services Internships Jobs for Georgia Graduates ♦ TOPPSTEP Services for Offenders ♦ Migrant and Seasonal Farm Worker Services ♦ Support for Dislocated Workers ♦ Unemployment Insurance ♦ Veterans Employment Services 19

GDOL Vocational Rehabilitation (VR) Program ♦ Assessment ♦ Vocational Evaluation ♦ Job Analysis ♦ Job Readiness ♦ Job Seeking ♦ Work Adjustment ♦ Job Development ♦ Job Placement ♦ Job Carving ♦ Job Coaching ♦ Supported Employment ♦ Assistive Work Technology ♦ Job Modification ♦ Job Accommodation ♦ Counseling and Guidance ♦ Resource Consultation Workforce Investment Act (WIA) Local Areas ♦ In-depth Assessment ♦ Counseling and Referral for Financial Aid (HOPE, Pell, etc.) ♦ Ongoing Case Management or Service Coordination ♦ Customized and Other Occupational Training ♦ Tuition and Books ♦ On-the-Job Training ♦ Work Experience ♦ Extensive Network of Youth Services (training, support, work experience, mentoring, etc.) ♦ Support – Child Care, Meals, Transportation and Emergency Assistance as Needed for Continuation of Training or Employment ♦ Follow-Up Services to Address Additional training and Support Needed to Maintain Employment

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Georgia Department of Labor GoodWorks! Contract Summary
Current Contract Period: July 1, 2002 to June 30, 2003 Contracted Services: Workforce development services for TANF applicants, TANF recipients (including 18- and 19-year olds) and non-custodial parents, and comprehensive assessments for 1700 TANF recipients who state or are suspected of having a disability.

A. Workforce Development Services
Population to be provided workforce development services: 1. TANF applicants 2. TANF recipients 3. Non-custodial parents who meet one of the following: ♦ Eligible for WtW/WIA services ♦ Unemployed, underemployed, or pending child support enforcement action against them ♦ Eligible for and participating in the Fatherhood Initiative GoodWorks! provides the following services: A. B. C. D. E. Assessment
Employability plan of action
Job search workshops
Unsubsidized employment site development, placement and monitoring
Intensive services for long-term TANF recipients (30+ months) that include any or all of
the above in addition to intensive case management with an individualized service strategy for TANF customers with multiple barriers to employment

Note: TANF recipients may receive all services above, A through D as appropriate. Services described in E are only available to TANF recipients who have received 30 or more months of TANF cash assistance. TANF applicants and non-custodial parents may only receive services A, B, C, and D. DFCS makes referrals and provides support services as follows: ♦ Refers TANF applicants, TANF recipients and non-custodial parents Note: Non-custodial parents may also be referred by partner agencies that serve them. ♦ Coordinates GoodWorks! activities with DTAE, GDOL Rehabilitation Services, Mental Health, Developmental Disabilities, and Addictive Diseases, WIA/WtW and other agencies to provide appropriate services for each customer

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♦ Provides assessment information, case management, subsidized wages and support services such as transportation, childcare and incidentals to enable TANF customers to participate in GoodWorks! activities

B. GDOL Vocational Rehabilitation Program
GDOL Vocational Rehabilitation Program provides the following: ♦ employability assessment, which includes barriers to employment, vocational interests and job seeking skills. ♦ psychological evaluation for each customer. ♦ medical evaluation as warranted for specific customers based on VR Counselor recommendation. ♦ determination of eligibility for GDOL Vocational Rehabilitation Program. ♦ written report to DFCS which includes scores from employability assessment, copy of psychological evaluation and any medical evaluation purchased by VR under the contract, a statement of eligibility for VR services or recommendations for potential services to be provided by GDHR for customers not eligible for VR. DFCS makes referrals and provides support services as follows: ♦ refers TANF recipients with 1-48+ months of TANF who have indicated the presence of a disability. ♦ provides any available assessment, medical or psychological information obtained for the individual prior to referral to GDOL Rehabilitation Services, VR Program. ♦ coordinates the TANF work plan with the vocational rehabilitation work plan for those eligible for GDOL Rehabilitation Services, VR Program. ♦ develops employment services and work activities as recommended by the GDOL Rehabilitation Services, VR Program assessment for those not eligible for Vocational Rehabilitation services which may include referrals to WIA/WtW, or DTAE. ♦ provides case management and support services such as transportation, childcare and incidentals to enable the TANF recipient to complete the assessment.

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Department of Technical and Adult Education Adult Literacy Contract Summary
Current Contract Period: October 1, 2002 to September 30, 2003 Contracted Services: Adult literacy services for TANF recipients without a high school diploma or GED DTAE Adult Literacy provides the following: ♦ assessment ♦ development of Student Education Plan ♦ instruction for grades 0-12 ♦ books ♦ classroom materials ♦ GED fees and other necessary charges DFCS makes referrals and provides support services as follows: ♦ refers TANF recipients under age 20 without a high school diploma or GED. Note: TANF recipients over age 20 who need adult literacy services are referred first to the DTAE New Connections to Work (NCTW) Program. New Connections to Work completes an assessment and refers the individual to the adult literacy provider. The adult literacy provider refers back to NCTW upon completion of adult literacy services. ♦ develops or updates the TANF work plan in accordance with the Student Education Plan unless it is in conflict with TANF policy or time limits. ♦ provides case management and support services such as transportation, child care and incidentals to enable TANF participants to attend adult literacy services.

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Department of Technical and Adult Education
New Connections to Work (NCTW) Contract Summary

Current Contract Period: October 1, 2002 through September 30, 2003 Contracted Services: Assessment, technical skills training and job readiness services for TANF recipients DTAE New Connections to Work Program provides the following: ♦ assessments for all TANF referrals who have received TANF benefits up to 29 months (TABE Levels 7&8, Plato and Career Scope) ♦ Individual Training Plans (ITP) ♦ job readiness training ♦ job retention training ♦ life management skills ♦ motivational activities ♦ remedial education for TANF recipients with a high school diploma or GED ♦ short term vocational training ♦ continuing education ♦ customized training ♦ job specific or industry specific community based experiential learning DFCS makes referrals and provides support service as follows: ♦ refers recipients who are not assessed by GDOL Vocational Rehabilitation Program to New Connections to Work for assessment. [Note: TANF recipients are screened and may be referred initially to Ready for Work (RfW) for substance abuse, to the domestic violence assessor (DV) for family violence, or to GDOL Rehabilitation Services, Vocational Rehabilitation Program for disability issues. All TANF recipients with 1 to 29 months of TANF who are not assessed by GDOL Vocational Rehabilitation Program must be assessed by NCTW. If served by RfW or DV, the individual will be assessed by NCTW when determined appropriate by RfW or DV.] ♦ develops or updates the TANF work plan in accordance with the ITP unless the ITP is in conflict with TANF policy or time limits. ♦ provides case management and support services such as transportation, child care and incidentals to enable TANF recipients to participate in NCTW activities. 24

Division of Mental Health, Developmental Disabilities, and Addictive Diseases (MHDDAD) TANF Services Agreement Summary
Services Provided: Services for individuals who have been diagnosed with mental impairment, developmental disabilities, or addictive diseases as a barrier to employability and who meet the financial criteria and at least one non-financial criteria of the TANF definition of needy family TANF Needy Family Non-Financial Criteria ♦ TANF recipients ♦ non-TANF individuals with an active DFCS social services case ♦ a child or adult partner in the home of someone eligible for DFCS services ♦ individuals whose TANF case closed because of employment, who are within 12 months of closure and who are receiving transitional support services such as Medicaid, childcare and transportation TANF Needy Family Financial Criteria ♦ family income of less than 235% of the federal poverty level MHDDAD provides the following services: ♦ Mental Health: Outpatient mental health services including treatment, counseling and group support for individuals diagnosed with mental impairment ♦ Developmental Disabilities: Services for individuals diagnosed with developmental disabilities ♦ Addictive Diseases: Outpatient and residential treatment for individuals assessed with substance abuse issues DFCS makes referrals and provides support services as follows: ♦ refers individuals for whom services addressing mental health or developmental disabilities have been recommended by assessments provided by GDOL Vocational Rehabilitation Services, the Department of Technical and Adult Education or other professional sources. ♦ refers individuals for mental health or developmental disabilities services when information obtained during an interview with a DFCS case manager or a partner agency serving the customer indicates a need for services.

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♦ refers individuals who have been identified as in need of treatment for an addictive disease through a DFCS substance abuse screening, an assessment by a partner agency or who have other indications of abuse such as a DUI or a failed drug test. ♦ develops or updates the TANF work plan or services case plan to include MHDDAD services and coordinates other activities as recommended by joint staffings with DFCS case workers and service providers. ♦ provides case management and support services such as transportation, childcare and incidentals to enable TANF recipients to complete MHDDAD services. ♦ provides case management and support services as indicated in the services case plan to enable individuals with an active DFCS child protective case (CPS) to complete MHDDAD services. ♦ provides transitional benefits as allowed by policy for former TANF recipients whose TANF case closed because of employment.

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Community Action Agency (CAA) TANF Family Resettlement Program and Supplemental Security Income Advocacy Contract
Current Contract Period: October 1, 2002 through June 30, 2003 Contracted Services Family Resettlement Program (FRP): Housing assistance for families that are homeless or are at risk for becoming homeless Supplemental Security Income (SSI) Advocacy: This service was not funded for FY03. Services may continue in local areas for those being served under the contract from the previous year. Community Action Agency Family Resettlement Program provides the following: ♦ assessment of the household’s potential eligibility for FRP services. ♦ assessment of the household’s housing situation, identification of specific needs, development of a service plan for the family and on-going case management. ♦ housing assistance to TANF households that are homeless or at risk of becoming homeless ♦ housing assistance to non-TANF households who are homeless or at risk of becoming homeless who received TANF in the past twelve months and are no longer receiving TANF due to the lifetime limit or other factor resulting in ineligibility Note: Waivers can be granted by State CSS/DFCS to provide assistance to other household under certain conditions. ♦ vendor payments, for services identified above, of no more than $1500 for a household. No cash is paid directly to the family so FRP assistance has no impact on eligibility for TANF, Medicaid or Food Stamps. ♦ payment for all housing and utility costs for up to two months, including past due amounts and deposits. DFCS makes referrals to the Family Resettlement Program as follows: ♦ establishes that a family is homeless or faces the possibility of becoming homeless and refers the family to the local CAA agency for assistance ♦ identifies that an individual may benefit from assistance with the SSI application process and refers the individual to the local CAA agency

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Georgia Fatherhood Program Summary

The Georgia Fatherhood Program was originated by the Georgia Department of Human Resources, Child Support Enforcement (CSE) section in partnership with the Georgia Department of Technical and Adult Education Special Workforce Services. Other agencies in the partnership include the Department of Labor and the Department of Pardons and Paroles. Georgia Fatherhood Program participants receive services that include assessment, classroom activities, workshops, adult basic education, job skills training and job placement. In addition, the participants complete Life Management Skills classes such as Raising Fathers/Raising Children, Smart Parenting, and Survival Skills for Men. This training seeks to enhance and modify the participant's skills and behavior for increased success, by: improving basic communication and interpersonal skills providing strategies and techniques for taking control of one's life instilling a sense of responsibility and accountability for one's actions placing the participant on a job that pays more than minimum wage

During their participation in the Georgia Fatherhood Program, participants are assisted in finding employment as a means of taking control of their lives, being responsive to their children and reaching their goals.

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TANF Support Services
Transportation: services needed by applicants or recipients to go to and from an approved activity, including the cost of going to and from a childcare provider. ♦ $3 per day. Daily rate may exceed $3 up to a maximum of $350 per month if needed to cover higher cost in an area. ♦ may exceed $350 only if provided by Unified Transportation program ♦ employed recipients while on TANF receive $3 per day. TANF Work Support Payment (TWSP): paid to applicants or recipients for travel and incidentals when employment results in ineligibility for TANF. ♦ TWSP transportation allowance is $195
♦ incidentals as part of TWSP may be approved up to their maximum limits
♦ TWSP may be paid once in a 12 month period
Incidentals: services, other than transportation, that are needed by applicants or recipients to participate in approved work activities, to accept employment, or to maintain employment. Incidentals must be pre-approved by DFCS. Vehicle incidentals require a tag receipt or title in the name of the individual. Incidental Services and Maximum Expenditure Per Participation ♦ Vehicle repair, i.e., tires, batteries, etc. ♦ Vehicle insurance ♦ Vehicle operation expense, e.g. driver’s license ♦ Medical services not covered by Medicaid ♦ Eye wear ♦ Dental services required for employment ♦ Wearing apparel to participate in activities/employment ♦ Tools/supplies to participate in activities/employment ♦ Occupational licensing fees to accept employment ♦ Recreation/supervised care for children $500
$300 per 12 month period
$35
$500
$150
$500
$150
$500
$300
$232 per month per child

♦ Tuition for short-term certificate training not covered by WIA/WtW or other financial aid
♦ Testing fees to determine appropriate activity or to obtain GED
Note: DFCS can help customers find out about child support and eligibility for Child Care,
Medicaid and other support services.

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V. Follow-up Services

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V. Follow-up Services
♦ What are follow-up services?
Follow-up services are the support, job retention, life skills, training and other services offered to customers after they enter employment. The DHR/GDOL contract requires contact at 30 days, and 3, 6, 9 and 12 months for enrolled customers. However, an individualized plan will be established for each customer with input from partners. The first day, week and month are also critical contact points to help a customer succeed on a new job and help with problem solving as soon as problems arise. Both GDOL and GoodWorks! Intensive Services Providers (contractors) are responsible for follow-up services for customers who enter unsubsidized employment. GDOL should also work with contractors while customers are enrolled in Intensive Services to ensure the transition to unsubsidized employment is successful. The number of contacts made by GDOL and/or contractor staff will depend on the needs of the customer. DFCS and partner agencies are closely involved to ensure support (i.e. child care, transportation, job coaching) is available to customers who need assistance.

♦ Why do we follow-up with employed customers?
Follow-up services promote retention, career advancement, skill attainment and selfsufficiency. We can support employers efforts to train employees to do their jobs effectively. We can also help customers cope with problems outside the work place that must be managed so they can stay on the job and advance. Follow-up services are key to customer success and moving up the ladder, not back on public assistance. ♦ What follow-up services do we provide for customers in unsubsidized

employment?
Customers placed in unsubsidized employment will receive support from DFCS for eligible services, such as Medicaid, childcare, transportation and other support services. GDOL provides follow-up services to customers at 30 days, and 3, 6, 9 and 12 months after entry in employment. GDOL and/or the GoodWorks! contractor makes sure the individual knows who to call at the GoodWorks! contractor or at the local career center if they run into problems or if their employment situation changes. Remember that the employer hired our customer to perform a job, so schedule follow-up contacts and services outside of work hours. Report all changes of employment status as soon as possible and no later than 10 working days from receipt of information to DFCS. Changes in employment status may impact the level of customer support services.

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Instructions on entering 30 day, 3, 6, 9 and 12 month follow-up into GWS are included in the memo “GoodWorks! Follow-Up System”, dated April 9, 2002.

♦ With whom do you follow-up?
The customer The employer, who needs a single point of contact with the workforce system to assess satisfaction. Partners should work this out as they plan their service delivery system. Other staff involved with the customer. GDOL has primary responsibility for job placement services. For those enrolled in Intensive Services, the contractor is required to assist the customer with placement. DFCS has responsibility for critical support services (e.g., Food Stamps, Medicaid, transportation and child care) to address barriers to continued employment.

♦ What questions do you ask?
Open-ended questions provide clues to a customer’s needs. Work with your local partners to
agree on some standard questions to gauge how well employment is going. Some examples
are:
How are you getting to work? Tell me about your back up plans.
What do you like about the job? What would you change if you could?
Tell me about your supervisor. Hours? Promotion opportunities?
Tell me about your child care arrangements.
Your questions should help identify additional training, counseling, support and other needs
your customer may have.

♦ Staff providing follow-up services must:
Equip customers with problem-solving skills so they can learn to handle any challenges that arise, on AND off the job. Remember that our goal is to help customers achieve self-sufficiency. Help customers develop a long-term career plan, including training such as GED, skills training, etc., that can be accomplished while retaining a job. Keep abreast of additional funding streams to help customers reach their career goals. Identify training and skills upgrade opportunities on the job and after work hours. Be sensitive to work time by arranging phone contacts and appointments outside of working hours. Help customers understand that they may need to consider relocation or long distance commuting to reach career goals.

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Ensure that customers are receiving appropriate services (food stamps, Medicaid, child care, etc.) needed to address barriers to employment. Enter follow-up information into the GWS using the follow-up screens. Follow-up with employers should help support the employers efforts to train employees to perform their jobs effectively. Follow-up can be an opportunity to develop placements for future customers.

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VI. Exit Criteria

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VI. Guidelines for Exiting a Customer from GoodWorks! in GWS
General Rule: Customers should be exited when it is determined that they no longer need want GoodWorks! services. Immediate Action: A customer should be exited immediately from GoodWorks! as soon as GDOL and/or the provider are made aware of any of the following situations: • Customer moves out-of-state. • Customer has provided written notice (e.g. the Personal Choice form) to GDOL and/or provider that he/she no longer will participate in GoodWorks!. • Customer is incarcerated and will be for more than 6 months. • Customer has an extended illness and is unavailable to attend work or training for at least 6 months. • Customer has indicated to GDOL and/or the provider that they are unable to work (for any reason) for at least 6 months. • Death of customer. Other Action: A customer should be exited as soon as GDOL and/or the provider verifies that the customer is no longer in need of GoodWorks! services or is no longer willing to participate. Examples are as follows: • Customer is employed and no longer in need of job retention services. Exit the customer if he/she has been employed in unsubsidized employment for at least 12 months (as documented in GWS) and no longer requires job retention services. • Customer has moved from the area, but remains in the State. Exit the customer if he/she is not seeking GoodWorks! services in their new area, or if the GWS indicates that no services have occurred after 3 months, the customer should be exited. • Customer has told GDOL and/or provider that he/she is no longer interested in participating in any GoodWorks! activity, but refuses to state this in writing (e.g. Personal Choice form). The GDOL or provider staff should document the customer’s statement and exit the customer from GoodWorks!. • Customer has not participated in GoodWorks! for a length of time (at least 6 months) due to an extended illness and has indicated to GDOL and/or the contractor that he/she is unable to return to work or participate in training. • Customer cannot be located by GDOL and/or contractor after an exhaustive search with assistance from other partner agencies (i.e., DFCS, GDOL-VR, etc.) Not Appropriate to Exit Customers: It is not appropriate to exit customers from GoodWorks! for reasons other than the customer’s inability or unwillingness to participate. The following are examples of reasons that should not be used to exit a customer from GoodWorks! • Customer is no longer receiving TANF. • Customer has applied for TANF, but was not approved for TANF assistance. • Customer is temporarily unable to work, but indicates that he/she will be able to work within a 6 month period of time.

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Notification: Except for customers exiting due to death, moving out-of-state and incarceration, customers should be notified, in writing, as soon as possible that they are being exited from GoodWorks!. The notice must explain that he/she may re-apply for workforce development services when ready to return to work and/or participate in training.

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Appendix

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Glossary

Acronyms
CSE DFCS DHR DTAE DV G1 GDOL GWS MHDDAD NCP NCTW OJT RfW TANF TWSP VR WIA WtW Child Support Enforcement

Division of Family and Children Services
Georgia Department of Human Resources
Georgia Department of Technical and Adult Education
Domestic Violence

Georgia’s One-Stop Career Network Georgia Department of Labor Georgia Workforce System

Mental Health/Developmental Disabilities/Addictive Disorders
Non-Custodial Parent New Connections to Work On-the-Job Training Ready for Work


Temporary Assistance for Needy Families
TANF Work Support Payment Vocational Rehabilitation Workforce Investment Act Welfare-to-Work


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Terms
Assessment- an ongoing process of review, reevaluation and referral for services, encompassing a range of activities. Assessment includes reviewing a customer’s skills, needs and interests to aid in an appropriate service match – and may include interviews and testing/instruments to evaluate aptitude, achievement, interests, values, work experience, educational achievement, knowledge, skills and employment limitations. Assessment services range from informal, brief services to more structured, in-depth services. Customer- refers to an individual who receives services from any partner agency. Domestic Violence- Domestic Violence Assessors are available through contract with DFCS. Customers with domestic violence issues are referred to the assessors or local shelters for assistance. Fatherhood Initiative- an array of counseling, vocational training and job placement services at technical colleges to help non-custodial parents achieve employment and personal success and be more responsible, knowledgeable parents able to contribute to the support of their TANF dependent(s). Partners include DHR, DTAE, GDOL, Department of Pardons and Paroles and others. Follow-Up- a wide range of post-employment services to help GoodWorks! customers keep their jobs and advance in their work – for example, counseling, service referrals, help with work problems, etc. Georgia’s Workforce Development System- an integrated, customer-driven career development and employment system encompassing all of the partners and collaborative workforce activities and services to help Georgia build a world class workforce and become an effective competitor in the global economy. Georgia Workforce System- an Internet-based system for capturing data and generating reports for customers of Georgia’s workforce system. Developed by GDOL, partners can also use the system to record information and reduce duplication of services and record keeping. Georgia’s One-Stop Career Network (G1)- An innovative, statewide system of Internet-based information developed by GDOL that provides job seeker and employer customers direct access to the workforce information they need. G1 also includes staff resources and a wealth of labor market information. (http://www.dol.state.ga.us) Good Cause- Temporary circumstances that may prevent a TANF customer from participating in employment or a work activity. TANF customers who are found to have a “good cause” reason not to participate are referred to resources to resolve the problem and TANF benefits are not penalized.

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GoodWorks! - a comprehensive strategy for delivering services to TANF recipients, applicants and non-custodial parents who need a range of services, from simple job placement to an intensive package of life skills, work experience, coaching and follow-up assistance. Intensive Services- for GoodWorks! purposes, refers to a wide range of services including life skills, work experience, coaching and follow-up – customized to ensure TANF customers receive the workforce services they need. A Personal Advisor generally manages the provision of these services. Job Ready- for GoodWorks! purposes, a determination by GDOL staff, based on formal assessment results/recommendations from GDOL Rehabilitation Services or DTAE, that a TANF customer has no obvious barriers to employment and is ready for unsubsidized employment or employment activities. No-show- refers to a TANF customer who fails to attend a required scheduled appointment or activity (e.g., a workshop) without having called with a good cause reason for not attending. Non-Custodial Parent- parents, primarily fathers, must provide support for their non-custodial children, and who are referred by to GoodWorks! by DHR. For GoodWorks! purposes, includes non-custodial parents eligible for WtW or WIA services who are unemployed, underemployed, Fatherhood Initiative participants, or those with child support enforcement actions pending. New Connections to Work (NCTW)- a training and employment program at all technical colleges for single parents, displaced homemakers and single pregnant women. Services are designed to move individuals from welfare to successful jobs. Partners include DTAE, DFCS, GDOL, other state agencies, and business and industry. Placement- the definition of placement has somewhat different meanings as follows: ♦ Unsubsidized Placement for GoodWorks! - full (30-40 hours/week) or part-time (1-29 hours/week) employment with wages paid exclusively by the employer, at federal minimum wage or higher, for at least 30 days. ♦ Placement for GDOL (Wagner-Peyser) - placement credit is documented when a customer referred by GDOL staff is hired and starts working for a private or public employer, as long as the five essential steps that make up the job opening, referral, placement verification process are followed. ♦ Placement for DFCS – participation in a work activity. It can be employment, work experience, training or other approved work activity. Ready for Work (RfW)- a system of intensive drug and alcohol treatment services for TANF recipients with identified substance abuse problems, provided by DHR’s Division of Mental Health/Developmental Disabilities/Addictive Disorders (MHDDAD) through local community service providers.

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Staffing- generally a face-to-face contact among partners, with or without the customer present, to discuss the customer’s needs and plan service strategies. Temporary Assistance for Needy Families (TANF)- 1996 federal legislation designed to help families move toward self-sufficiency by providing cash, job preparation, work opportunities, child support enforcement and support services on a temporary basis. TANF Applicant- refers to a customer who has applied for TANF benefits. The application is in a pending status awaiting final action. TANF Recipient- refers to a customer who has applied and been approved to receive TANF benefits. TANF Work Support Payment (TWSP) - payment to applicants or recipients for travel and incidentals when employment results in ineligibility for TANF. ♦ Transportation allowance is $195
♦ Incidentals as part of TWSP may be approved up to their maximum limits
♦ May be paid once in a 12 month period
Unsubsidized Employment- employment with wages paid solely by an employer. For GoodWorks! purposes, employment must be for at least 30 days at federal minimum wage or higher. Vocational Rehabilitation- specialized, customized services to help persons with disabilities to work and provide employers with dependable, qualified employees. Welfare-to-Work - a generic term referring to a wide range of employment and training related activities to help TANF recipients move toward employment. Welfare-to-Work (WtW) Grants- federal WtW grants were issued in May of 1998 and September of 1999 to help communities fill gaps in services to TANF recipients. Each grant has a five-year life span, and funds may be used during this time as long as funds remain available. WtW grants are a potential resource to consider in local GoodWorks! strategies. Work- a generic term referring to a wide range of short/long term, subsidized/unsubsidized activities leading customers toward meaningful careers and self-sufficiency. Work Activity - TANF recipients are expected to participate in an approved work activity at a level consistent with full-time employment; 40 hours a week when it is determined feasible for the individual by the agency. The hours may be in one activity or a combination of activities. Participation in certain (primary) activities such as employment, training, or work experience is required. Participation in additional (secondary) activities such as job readiness, treatment or life skills training is allowed when appropriate for the individual. A recipient may participate in secondary activities without a primary activity when it is determined necessary for the individual. Work Adjustment- a subsidized, structured work experience in a protected work environment designed to teach customers how to work, generally in a variety of job positions. Work Adjustment is a service for customers in intensive services. 41

Workforce Investment Act (WIA) - 1998 federal legislation creating a national workforce system which includes a customer-driven, one-stop service delivery system; involvement of a wide range of community partners; local workforce boards; and comprehensive youth development services. Primary partners in Georgia include GDOL, DTAE, DHR, the Department of Education, employers, and others.

**If you have any questions, please contact your TANF consultant or your local GDOL supervisor or manager.
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Making Automatic Referrals to GoodWorks!
MAKING REFERRALS Check your browser settings to make sure your system is ready for this process. That information is attached in the Preparing Your Browser handout. Also attached are the screens that will display as you enter referrals. 1. On your web browser, type in https//staff.dol.state.ga.us. Hit enter. This will take you to Staff Resources – Main Menu. 2. Click on Sign on. Type the user ID and password assigned to you in this transaction. Hit submit. 3. This will take you to the Georgia Workforce System. Select Customer Transaction Menu, click on Customer Services and then on DFCS Referrals. 4. Enter customer’s social security number. Click on Search Referrals. The system will check to see if the customer’s information is already present. 5. If the customer’s social security number is not already in the system, the message Referral can be made for the customer will display. At this point, click on Create New Referral. 6. This will take you to the Referral Entry screen. The social security number you already typed in will be displayed at the top. a. b. c. d. e. Type in the customer’s name (first, middle initial, last) in the boxes provided. Click on the box Referral type and select the appropriate category for this customer (TANF applicant, TANF recipient, or non-custodial parent). E nter the Number of months on TANF. This will be the total number of months of TANF cash assistance. If the customer has no months on TANF, enter 0. Click on the box Referred to Site and select which GDOL career center or workforce area you are referring the customer to. You can move through the alphabet quickly by typing the first letter of the office you want. E nter Report by Date as the date you and the customer have set for the customer to go to the career center or workforce area. NOTE: after you enter month, tab to get to the day and then the year. The year must be entered as four digits (e.g. 2002). C lick on Referred from Site and select which DFCS office the customer is being referred from. Enter DFCS Case Manager Name (optional). Enter Case Manager Telephone Number (optional). Enter comments in the notes box (optional). 43

f. g. h. i.

j.

Click on Create Referral box.

7. If the customer has come to a GDOL Career Center in the past or is otherwise already in GDOL’s system, the individual’s social security number and name will be displayed at step 5. You may still enter a referral for this person, completing the necessary information on the screen. The system will inform you that a referral has been made for the customer. Be sure to click on Sign Off at the top of the screen when you have finished generating referrals. REVIEWING AND UPDATING REFERRALS Staff making formal referrals will also be able to review the referral listing for a customer by clicking on Referral Listing at the top of the screen. Staff will primarily use the referral update capacity when the date of an appointment has been changed. The Referred to Site and Referred from Site can also be updated, if necessary. 1. Click on Referral List at the top of the referral transaction screen. 2. The referral made for that customer will be displayed. You can change an appointment date by clicking on Report by Date, which at that point will be bold and underlined. 3. The message, Referral information can be updated will be displayed and you will have the option to enter a new date or site referred from or to. 4. When you complete the information you wish to change, click on Update Referral. Be sure to click on Sign Off at the top of the screen when you have finished generated and updating referrals.

Revised 1/03

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