Maximizing Your ROI Through Backroom

Operations

Homer BooneWORKFORCE CENTRAL FLORIDA, Center

Manager

December 7, 2011

Background• Region 12 implemented a

Backroom Operations Unit in August 2011

• The Backroom Operations Unit is made up of 14 FTE’s that supports 5 counties throughout Region 12

• Performance standards have been established for each staff

• Monthly monitoring occurs and reports are released real-time

Local Backroom Operations Perspective• Backroom Operations is viewed

as:Centralized approach to provide more

direct services to job seekersA timely means of documenting and

monitoring job seeker services Reduces the margin of error by

centralizing data entryMinimizes data entry requirements of

front line staff

Movement of Activities From Front-Line to Backroom

Operations• Take the concept of a baseball team:Manager/Coach: Coordinates the TeamFirst Base: ReportingSecond Base: UI/PREP/REA ManagementThird Base: UI Re-Employment ServicesHome Plate: PlacementsPitchers: Entry, intermediate and

advanced front line staffCatcher: Backroom Support StaffDesignated Hitters: Specialized Staff

Manager/Coach• Assigns the right staff in the line-

up• Cross-trains staff for all positions• Substitutes for poor

performance/absence• Monitors and evaluates

performance• Tracks and records data• Recognizes and rewards top

performers• Develops game plan

First Base• Reporting

Maintain accurate and update records of staff performance, including placements

Conduct internal QA on services entered in EFM and respond to monitoring report

Communicate with HELP DESK on programmatic issues

Research data for state monitoring

Second Base• UI/PREP/REA Management

Manage PREP sign-in sheets and assessment documentation

Verify all services are entered and documented in approved LOP format

Ensure all PREP/REA schedules are conducted within established guidelines

Manage technical assistance to job seekers

Third Base

• Finance• Services to Employers• Services to Jobseekers• Legacy Programs• Communication and Public Affair’s• WCF Board• ARRA

• UI Re-Employment Services Manage UI Call Center functions -

phone calls returned within 24 hours and all emails are followed up on

Monitoring of service codes entered in EFM and case notes

Conduct random customer service surveys

Outreach to Florida Ready to Work assessed job seekers

Home Plate• Placements

Review reports for outcomes of job orders and placement

Managing and entering Regional placements

Verifying data for accuracy and LOP compliance

Validate placement information from BH10, BD01, IHR, special hiring events, etc.

Conduct follow-up contact with job seekers

Pitchers• Entry, intermediate and

advanced front line staff Re-Employment Specialist (RES) Universal Placement Specialist (UPS) Veteran Representatives (LVER/DVOP) Resource Room Technicians Front Desk CSR

• Focus on serving the customer - both employers and job seekers

Catchers• Backroom Support Staff

Designated Hitters• Staff that perform specialized

functionsRegional IHR StaffRegional PREP/Bonding Specialist

PREP CSRSupercharged Skills FacilitatorsMobile Unit CoordinatorOnline Support TechnicianUC Customer Support Call Center CSR

Best Practices

• Consistency in EFM data entry • Updated/Real-time tracking

reports• Crossed-trained Staff• Time invested in backroom staff

development training can yield high ROI

• Success stories from job seekers

Questions

For more Information

• Contact Homer Boone• Hboone@wcfla.com• 407-531-1222 ext. 2076