Getting The Most Out Of Using
Today’s Innovative And Technical
Resources
Presented by : Pasco Hernando
Workforce Board (Region 16)
Customer service is a give and take process. This is how
we give and take it:
Give
Careful Attention
Useful information
Support
Truth
Options
Motivation
Empathy
Reassurance
Take
Support from Co-Worker
Every avenue possible to help
Responsibility
View of the customer
Initiative
Case Note
Every service possible
In order to provide customer service you must ensure you
have as many avenues of communication available as
possible.
We have the following avenues open for our customers to
communicate with us:

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




A live Telephone Operator
Local telephone access to the Employment Support Center
Live Chat
E-Referral Request (Employment Support Center’s email)
Individual Email
Questions link on website that goes directly to staff’s email
Quick Contact link
The Employment Support Center (ESC)
We started the Employment Support Center at
the end of March 2010 but were not fully
operable until the following July with three fulltime staff members, two full-time OPS
temporary staff members, one full-time
telephone operator and a supervisor. We
currently have five full-time, seven part-time
staff members, the same telephone operator,
and supervisor.
Preparation
One of the first things we did was
select a name for our center. We
wanted our staff and customers to
know this was not just another call
center.
Before we became functional we did the
following:
 Prepared Standard Operation
Procedures and had our monitors
review them
 Completed all Wagner Peyser training
including Service Codes on
www.floridajobs.org
Prepared Case Note Templates
Designed step by step
Instruction letters
Prepared resources guides for
all areas in our region
Assembled the ESC Manual
When hiring for the Employment Support
Center (ESC), we consider two things that
we screen for above the rest:
Fit- How would this person fit with the
other staff members?
Adapt to Change- How would the
interviewee adapt to rapid change?
The Employment Support Center (ESC) is
currently responsible for following Processes:
Soon To Be Exiting, Referrals Pending Review
(Requests are obtained through EFM, email,
mobile alerts, telephone, and live chats).
Password Resets, New Hire Report, answer
incoming calls for all three centers, respond to
live chats, assisting with registering for events at
www.careercentral.jobs , and if possible, assist
customers with any website that is associated
with obtaining employment.
Referrals Pending Review
 Referrals Pending Review are pulled then sorted by
Job Order Number and Last Name
 Sorting by job order number allows us to work the Hot
Jobs and offline job orders quicker which is providing
better customer service. If you wait, the customer will
think it is because you did not work their request fast
enough. If possible, give them information on a
comparable job order.
 Sorting by Name allows one staff member to work all of
one customer’s requests. This builds better customer
rapport.
 Denying A ReferralThank you for your interest in positions listed on Employ Florida.
As you may know, we are required to ensure that the job order requirements are
reflected in your background section on www.employflorida.com .
Based on the information provided in your Employ Florida Marketplace (EFM) account,
your background is not reflecting some of the job order requirements requested by the
employer. If you do meet the requirements, please take a few minutes to update your
background in your EFM account. When this is complete, please contact us and submit
your referral requests, referencing the job order number(s). It is very important that we
ensure all requirements are met before making a referral. This saves the job seeker and
employer valuable resources.
Provided below are the job order requirements that were not reflected in the background
section on your www.employflorida.com account:
2 years CNC Machinist work experience
If you meet these requirements, please update your Employment background in Employ
Florida to reflect the experience (under the applicable employer) and skill sets then
resubmit the referral request (referencing the job order #) to [email protected] or call (352) 200-3023, (813) 377-1300 x 3023,
(727) 484-3400 x 3023
Password Resets:
Before a password reset is worked:
 The case notes are checked to ensure they did not request
it more than once.
 General information is checked to ensure the customer
has not signed in successfully since the request was made.
If they had a successful sign in, the customer is called to
ensure they are able to access their EFM account.
(Customer Service)
 The customer’s security question is checked to ensure the
answer coincides with the question. This determines if
we need to reset it so the customer does not have issues
once the password is reset.
 The password is reset through EFM & email, then a case
note template is used.
*2012-2013 numbers are
projected by multiplying the 1st
quarter numbers times 4.
New Hire ReportIT department pulls our New Hire Report as an Excel spreadsheet.
We then remove any columns that are not needed and a column
added for comments. This makes it less confusing. Below are
some helpful hints:
 Highlight colors are used to indicate if it has been worked. If
New Hire can not be entered, a comment is made.
 We look at the date of last service and date of employment to
determine an Enter By Date which determines the order in
which to work.
 Use CTRL F key to search the program screens to ensure an
Obtained or Direct placement was not previously entered and
to determine if it is an 880 or 882.
 Internal Job Referral screen is checked to ensure it is not a
direct placement.
Answer All Incoming Calls For Region 16
 If possible, the customer is assisted
within the ESC.
 When a call must be transferred, they are
given the staff member’s name and
extension.
 In closing, the customers are told thank
you for calling and if we can be of any
further assistance please call us back.
Live Chat Requests
Assist the customers through our live chat feature by
either resolving their issue or directing them to the
correct person to assist with resolving the issue.
2500
2000
Live Chat
1500
1000
500
0
2010-2011
2011-2012
*2012-2013
*2012-2013 numbers
are projected by
multiplying the 1st
quarter numbers
times 4
Soon To Be Exiting
Preparation:
We export the list to Excel. Delete all columns except
for Name, State ID #, Exit Date Will Be. We add a
comment column.
By removing the unneeded information it is more user
friendly. The column for comments is added so that if
the customer is a Veteran, has an 880, 881, 882, direct
placement or if the customer meets an exemption it
can be noted. As well as the current service code you
provided to the customer. The sheets are placed in a
book labeled To Be Worked. Once they are completed
they are but in the book labeled Completed.
This process allows us to better track exemptions,
obtains, and monitoring.
Process:
 Calls are made to customers.
 Make customers aware that we are calling to update
their EFM account.
 Ask if they have obtained or are still seeking
employment.
 If they are still seeking employment, they are told
about our featured services then asked if they would
like us to walk them through the steps or would they
like us to email them the step by step letter.
 Templates are set up in EFM’s Messenger and easily
sent to the customer’s EFM Messenger and regular
email.
How affective are our services?
 The Virtual Recruiter service increased
our number of Virtual Recruiters by 55%
 The Job Skills Workshop service
increased the number of attendees by
50%
 The Career Central Website service
(now able to view upcoming events)
increased by 21.5%
Other Duties As Assigned
 Assist customers with www.CareerCentral.jobs.
 Assist customers with the unemployment
website when possible.
 Assist with completing online applications.
 Conduct Applicant Searches.
 Assist with community events such as FEMA
Disaster Relief Center. With our current
technique, we can work offsite without a big
impact on the amount of work that is
accomplished.
Let us show you some innovative
technology on our website,
www.CareerCentral.jobs that streamlines
processes for customers and staff as well as
tell you about some upcoming technology
for the ESC
Future Technology
Questions?
Suggestions?
Comments?