American Job Centers Customer Flow Scenarios

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***AJC Customer Flow Scenarios now available in Spanish: The AJC Customer Flow Scenarios have been highly successful as a resource for AJC customers and as a staff training tool.  To expand their usefulness to a broader customer base there is now a Spanish translation for each scenario.  Like the original scenarios, these are best utilized as a discussion guide when assisting a customer to identify and achieve their goals.

Many states and local areas have expressed a need for tools that help American Job Centers (AJC) coordinate staff and partners to work collaboratively across programs. This booklet features five illustrated stories that represent scenarios of customer experiences, and the guidance an AJC staff member might provide.  

These stories demonstrate the characteristics of a high-quality one-stop center, as described in TEGL 04-15:

High-quality AJC’s:  
  • Provide career services that motivate customers of all ability levels to make informed decisions based on local and regional economic demand.
  • Support and empower customers to achieve their employment and educational goals.
  • Are staffed by individuals who are courteous, polite, responsive, and helpful to visitors, businesses, and job seekers.
  • Use an integrated and expert intake process for all customers. Frontline staff are highly familiar with the functions and basic eligibility requirements of each program. They can appropriately assist customers and make knowledgeable referrals to partner programs.
  • Cross-train to increase staff capacity, expertise and efficiency. This grants a universal understanding of all programs, and enables better service through shared demographic expertise.

This booklet includes five completed scenarios that illustrate a diverse set of customers and situations:

  • Sam has an undisclosed disability and needs guidance on reasonable accommodations and other rights under the Americans with Disabilities Act while returning to the labor force.
  • Charles is an employer seeking guidance to hire and accommodate workers with disabilities and is seeking resources on employee retention.
  • Juana is a farmworker who needs to lodge a pay complaint, and additionally requires housing and education assistance.
  • Jim wants to get back to work after being incarcerated.
  • Adele is a single mother transitioning from public assistance to sustainable employment.

These stories introduce a variety of solutions and resources to assist the protagonist. It is not a comprehensive guide of all available programs, nor is it intended to set a precedent or limit the manner in which assistance is provided. The character scenarios are representations of individuals, just as each visitor to an AJC has their own path and personal needs.

This resource has the potential to achieve the intended goals, as is indicated by feedback received when early drafts were shared with Regional Office staff and AJCs.

Content Information

Content Type: Resource | Grantee Product
Target Populations: Non-Target Population Specific


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Views: 5455
Posted: 3/5/2018 9:50 AM
Posted By: Wesley Peterson
Posted In: Innovation and Opportunity Network
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