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Managing Customer Service Surveys for

SCSEP Performance

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Objectives

1. Define the customer survey measure

2. Develop strategies to better serve our customers: Participants.

Host Agencies and Employer

3. Comprehend how customer satisfaction surveys affect

performance

4. Strategize how to increase customer satisfaction in ETC territories

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“Indicators of effectiveness in serving employers, host

agencies, and project participants” is defined as the

combined results of customer assessments of the services

received by each of these three customer groups.

Customer Satisfaction

Definition

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• Customer Satisfaction- Participant Goal 81.1%

• Customer Satisfaction- Host Agency Goal 81.1%

• Customer Satisfaction- Employer Goal 85.6%

Final Goals Grant YR 2019

Participant Satisfaction SURVEY

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Who receives the survey?

The survey sample has always been generally representative of the SCSEP

population nationwide. It is a stratified, random sample of all eligible

participants, defined as any individuals who received service at any time

within the twelve months prior to the drawing of the survey sample.

Participant Satisfaction Survey

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The participant survey measures participants’ expectations for the program,

the role of training (especially computer training), and how well the program

prepares participants for the changing economy.

Specific areas surveyed:

1. Participants’ expectations for the program

2. How participants rate their treatment in the program

3. Participants’ experience in the Host Agency

4. Participant outcomes

5. Training opportunities (Computer skills training in particular)

6. Supportive services


What the survey measures?

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1. Participants’ Expectations for

the Program:

Participants indicate the primary

reason(s) they chose to enroll in the

SCSEP.


What it measures?

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“The program staff understood my

employment interests and needs. At the

time I enrolled, the Older Worker

Program/SCSEP, staff told me what I

needed to know about how the program

worked and what to expect.”

Survey measures staff members’ ability to

understand the diverse needs of the

participants and to respond in a supportive

manner to these needs.


2. How Participants Rate Their Treatment in the Program:

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3. Participants’ Experience in the Host Agency:

“During my community service assignment, my host agency gave me the

training I needed to be successful in my assignment. I had a say in the types

of skills I would gain during my host agency assignment.”

Measures the level of satisfaction of the community service assignments

(CSAs) to which participants were sent. In general it measures whether

participants believe that the SCSEP staff did a good job in matching their

skills with their assignments.

Also measures how program participants are satisfied with the case

management practices of the program.


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4. Participant Outcomes

There are two types of outcomes

derived from the survey:

• outcomes achieved while

participants are in the program

• outcomes associated with

employment after participants

leave the program.

Overall, how helpful has the Older Worker Program/SCSEP been in

preparing you for success in the workforce?

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Measures whether participants received

computer training but also whether the training

was appropriately targeted to the participants’

needs.

Computer training continues to be an

important aspect of helping older workers

prepare for a computerized work environment.

“With computer training failing to meet the

needs of participants, there is much room for

improvement”.


5. Training Opportunities (Computer Skills Training)

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6. Supportive Service

“The Older Worker Program helped me obtain the supportive services, such

as assistance with transportation, housing or medical care, that I needed to

meet my employment goals.”

In addition to providing training, grantees are required to assess whether

participants need supportive services in order to successfully participate in

SCSEP and, if so, to see that services are provided.


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1. During intake process: Make the applicant/participant feel appreciated and supported in

their times of personal crisis. The intake and assessment processes provide the

participant an opportunity to identify and prioritize their individual needs and find out

about available resources. During assessment and service planning, staff must help

participants set short-term goals, identify appropriate CSA placements and additional

training offerings, and set longer-term goals for unsubsidized employment.

2. Provide a community service assignment that best match their needs and interests.

3. Respond quickly if there is a problem with their community service assignments.

4. Provide access to training, whether it was general, such as English language training or

computer skills training, or training that would help them obtain jobs in specific targeted

occupations.

How we can better manage participant satisfaction?

Participant Satisfaction

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5. Provide consistent support, hold regular meetings and job club

activities, and give participants the sense that they are supported

in working towards their goals.

6. Provide a “financial benefits check-up” and help refer participants

to needed social services using a community resource directory,

and have sponsored monthly or quarterly participant meetings at

which guest speakers made presentations on available

community resources. Oftentimes seniors do not know what’s

available to them, or are embarrassed to ask, but staff should be

resourceful and help them connect those who qualify with these

other forms of assistance.


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7. Benefit Counseling

Some participants are very concerned that taking a job may cause them

to lose access to public benefits that are important to their financial

stability and survival. Partner with resources who can provide good

information about how accepting unsubsidized employment might

change their eligibility for medical benefits, housing subsidies, food

stamps, energy assistance, and other financial benefits or services that

are important to their well-being.


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8. Participants enjoy the peer support and information-sharing that

occurs during group meetings.


Organize quarterly participant meetings

and provide a forum for feedback,

socialization, and networking. Participants

will benefit from meeting peers who are in

similar situations. By talking with other

older workers, participants realize that they

are not the only ones who were

experiencing difficulty finding employment.

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9. Provide assistance in all phases of their job searches helping

them secure unsubsidized employment by:

• Help them discern what skills they had that qualified them for

employment – allow participants to make these decisions – it creates

buy-in

• Help them to uncover new interests and career possibilities

• Provide participants with relevant job listings

• Help them stay motivated to conduct job searches even when you

can not provide as much individualized support as you might want to.


Most participants appreciate the support that field staff are able to

offer as they look for jobs.

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10. Get the Host Agency involved in the participant job search process!


Host Agency staff can play an integral part

in helping participants find unsubsidized

employment by:

• Helping them tailor their resumes and

cover letters to improve their chances of

getting interviews elsewhere

• Providing them with access to fax

machines and computers to send out

resumes.

Host Agency Satisfaction SURVEY

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The Host Agency Satisfaction Survey is used to increase the understanding of:

• The Host Agency needs regarding the background of participants,

• The participants’ skills and knowledge

• Any additional detail on the importance of computer training.

Host Agency Satisfaction Survey

What it measures?

1. Treatment by Experience Works

2. Participant preparation

3. Removal from the assignment

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1. Treatment by Sub-Grantee

Strengthening relationship

between the local programs

and their host agencies.


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Survey the degree to which host agencies perceive assigned participants

as having the necessary training.

The most frequently noted lack of preparation is in the area of basic

computer knowledge. The other three areas mentioned with equal

frequency by Host Agency are the lack of basic employability skills,

knowledge of the assignment, and how to behave with host agency

customers (lack of soft skills).

2. Participant Preparation


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Developing a good match has the strongest influence on overall satisfaction!

3. Removal from the Assignment

There are two ways that a participant can be removed from an assignment: SCSEP

staff can remove someone for various reasons (e.g., to provide the participant a

different opportunity to acquire additional skills or training or at the request of the

participant for personal reasons); or the host agency may request the removal of a

participant because the assignment is not working out.


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1. Providing the host agency with a suitable SCSEP trainee for a given

position makes it more likely that the host agency will want to continue

to participate in the program.

2. The better the match between the participant’s skills and training goals

and the host agency’s needs, the more likely it is that the participant

will be hired into unsubsidized employment by the host agency.

3. Hold frequent meetings with the host agency and participant to monitor

the participant’s progress and set continually increasing goals for new

skills development. (This could be via telephone)

4. Quickly investigate any problems or remedy the problem at that

training site as soon as possible.

Host Agency Satisfaction

How we can better manage Host Agency satisfaction?

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• By collaborating to provide participants access to training, including both

basic computer skills training and more advanced skills training.

• By getting host agencies to commit to provide SCSEP participants with a

systematic ladder of skills training it will result in the increased participant

skills over time which will also benefit the training site.

How can we better serve them as a training site?


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A simple call, email, thank you card or promoting a story to

communicate the agency’s efforts above and beyond to assist older

workers through their partnership with the SCSEP and Experience

Works.

Examples:

• Host agency adjusted the job description to meet participant’s needs

(addressing cognitive or physical limitations).

• Host agency developed an opportunity that benefitted from

participant’s high-level skills.

Reward the Host Agency for their efforts


Employer Satisfaction SURVEY

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Direct Job Placement Services by the SCSEP Staff

Field staff place participants into unsubsidized jobs by developing private sector

(for-profit) jobs, non-profit sector (not Host Agency) and public sector (not Host

Agency) for SCSEP participants. Included is the use of on-the-job experience

(OJE) agreements or employment contracts.

Placing participants in unsubsidized employment requires that field staff play more

active roles in contacting private-sector employers, providing job leads to

participants, and marketing specific participants to employers.

Employer Satisfaction Survey

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Unsubsidized Employment Form Question:

Was placement the “Result of Service by Subgrantee”?

If you answer YES to this question, you MUST hand deliver the survey

to the employer.

This information will be used to determine which employers will receive

the customer satisfaction survey directly from the DOL.


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Field staff should deliver the employer survey in person to the employer

contact person during the first quarter after the exit quarter. Staff should no

longer wait until Follow-up 1 is due.

The employer survey is designed to be delivered between 20 and 100 days

after the participant started work with the employer.

Employers will be surveyed even if the participant did not achieve Q2

employment with that employer.


Process

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• To obtain a satisfactory response rate, sub-grantees will have to deliver a

second survey to those employers that do not complete the first survey.

• If an employer hires two participants, one from each grantee for which the

sub-grantee works, the employer should only be surveyed for the first

placement. The Pending Employer Surveys report indicates which grantee

must survey the employer.


Process

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Strategies to Increase Private Sector Placements

1. Identify job leads: One of the most common placement methods is to

review online job banks and other listings and provide these leads to

participants in-person, by telephone or e-mail that appear to be well

qualified for the opening and are very serious about job searching.

• Assist the participant to tailor the resume and cover letter to match

the job description for the position.

• Personally reach out to the employer to set up an informational

interview in which you obtain information about the employers

needs and offer candidates.


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2. Attend job fairs: Staff can take job-ready participants to job fairs. Staff

can schedule presentations to job fairs employers to open the possibility

to have participants being interviewed. Also staff can organize its own job

fair.

3. Work with temporary or leasing agencies: Develop relationships

with recruiting or staff-leasing companies to increase access to a wider

variety of available jobs.

Strategies to Increase Private Sector Placements

Employer Satisfaction

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4. Contact employers to identify possible jobs for participants: Staff and

well trained participant assistants are expected to develop jobs on behalf of the

participants. Staff or PA can call employers that have hired SCSEP participants

in the past, or even do “cold calling” or walk door-to-door trying to find openings.

5. Target specific occupations or employers: Providing training that will make

participants attractive to employers in specific industries. In selecting the

industries to target for placements, take into account participant abilities and

interests, labor-market demand and training cost. Among the occupations

targeted for placement of SCSEP participants are security guard, childcare aide,

home health care aide, and clerical among others. Historically, the training

needed for each of these occupations is relatively short-term.

Strategies


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The rules require that an employer not be surveyed more than once in a

year. To avoid jeopardizing the official employer survey, grantees may not

administer their own surveys. As an alternative, grantees may arrange to

increase the sample size of their customers selected for the official survey.

Such changes will be at the expense of the grantee.

Employer Annual Survey Limitation*


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Exclusions*

• Unsubsidized employers that have served as a host agency for this

participant or any other participant (under any state or national

grant) in the last 12 months will not be included in the customer

satisfaction survey of employers. They will be in the pool for the

host agency survey.

• A self-employed participant will not receive the employer survey

(although the individual may be selected for the participant survey).


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Summary

1. The participant survey measures participants’ expectations for the

program, the role of training (especially computer training), and how

well the program prepares participants for the changing economy.

2. The Host Agency Satisfaction Survey will serve as an understanding

and awareness of the importance or creating good partnerships with

Host agencies ang the importance of providing a good match

through good participant assessments.

3. Field staff must engage in a more active role in contacting private-

sector employers, providing job leads to participants, and marketing

specific participants to employers.

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Exercise 1. ETC’s develop a plan on how you will achieve your customer service

program performance measure goal.

2. Concentrate on case management, motivational onboarding

including participant buy-in, Host Agency development and

partnering, and local employer relationship building.

3. Develop a timeline on when this will be implemented with monthly

requirements for participant and host agency contacts. Identify the

number of local employers that will be contacted each month to

develop partnerships and employment opportunities for your

participants

4. What do you consider success? What does your manager consider

a success?

5. Complete the survey by COB EST, Friday, Sept 21, 2018.

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1. PY 2017 Participant Evaluation of SCSEP https://www.doleta.gov/Seniors/pdf/Participant_Survey_Report/PY2017_Nationwide_Participant_S

urvey_Report.pdf

2. PY 2017 Host Agency Evaluation of SCSEP https://www.doleta.gov/Seniors/pdf/Host_Agency_Survey_Report/PY2017_Nationwide_Host_Age

ncy_Survey_Report.pdf

3. Evaluation of the Senior Community Service Employment Program (SCSEP)

Process and Outcomes Study Final Report https://wdr.doleta.gov/research/FullText_Documents/ETAOP_2013_03.pdf

4. Supplement to Data Collection Handbook Rev 7.1

References:

https://www.doleta.gov/Seniors/pdf/Participant_Survey_Report/PY2017_Nationwide_Participant_Survey_Report.pdf

https://www.doleta.gov/Seniors/pdf/Participant_Survey_Report/PY2017_Nationwide_Participant_Survey_Report.pdf

https://www.doleta.gov/Seniors/pdf/Host_Agency_Survey_Report/PY2017_Nationwide_Host_Agency_Survey_Report.pdf

https://www.doleta.gov/Seniors/pdf/Host_Agency_Survey_Report/PY2017_Nationwide_Host_Agency_Survey_Report.pdf

https://wdr.doleta.gov/research/FullText_Documents/ETAOP_2013_03.pdf