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SERVICES TO JOB SEEKERS
FUNCTIONAL INTEGRATION QUESTIONS 20 - 47 |
| Services to Job Seekers-Case Management |
| Guidelines Pages 62-63 |
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41. Discuss how the Board oversees and monitors the case management of job seekers. Include in your discussion:
a. Standards the Board has established regarding case management. b. How the Board assesses the effectiveness of the case management process. c. Plans to improve this function over the next five years. |
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In addition to contracted monitoring efforts and monitoring requirements identified in the Central Texas Workforce Monitoring policy, as described in Question #8, appropriateness and effectiveness of Central Texas case management services are demonstrated through customer/program performance outcomes.
Case management improvement strategies are driven by monitoring findings - examples include regularly scheduled random and/or thorough customers' case management files review by Central Texas Workforce experts and continued improvement based on customer and staff input supporting potential best practices. Benchmarking quality organizations' best practices and promoting Workforce Center staff suggestions for innovations and improvements will also identify additional improvement opportunities. |
| Services to Job Seekers-Support Services | |
| Guidelines Pages 64 - 66 |
42. Discuss the Board's expectations and goals regarding the Center's delivery of support services. Include in your discussion:
a. How Center partners perform needs analyses to determine when support services are necessary for participants. b. A description of the process used by Center staff to track the support services provided to participants. |
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Support services are available to customers eligible for Workforce Investment Act, TANF Choices, Welfare to Work and Food Stamp Employment and Training. When customer needs assessments identify supportive service related barriers to employment (see Question #26), the Central Texas Workforce System first seeks to leverage other resources that are available through other partner agencies. Central Texas Workforce Board Policy provides general and program-specific guidance for supportive services including support in the areas of child care, mileage and transportation assistance, allowance for work-related expenses, and other services identified to promote and support employment.
Prior to enrollment in training activities, Workforce Center staff complete an in-depth financial assessment of a customer's financial needs. However, Workforce Center staff is knowledgeable of requirements for accessing financial assistance and are available to assist customers in completing financial aid applications (most training programs sponsored by the Workforce Investment Act are also eligible for federal and state financial aid packages). Additionally, all customers are told of Central Texas Workforce Systems' expectation for customers to gain and retain employment so that they can support their living expenses beyond that available form Workforce program and partner assistance. Workforce Center staff members also assist customers in the customer's continued job-search efforts. As demonstrated by the comprehensive nature of the Central Texas Workforce Board's policy, described below, staff members are guided by the clearly defined supportive service expectations of the Board. It is the policy of the Central Texas Workforce Board that the provision of supportive services be coordinated with other local agencies, programs, and services. Emphasis shall be placed on the provision of in-kind services as opposed to monetary assistance whenever possible. To avoid duplication of readily available assistance, Workforce Center customers will be referred to local assistance agencies providing such services prior to being determined eligible for assistance under the Central Texas Workforce System funding. The Board does not anticipate the need to coordinate supportive services with other Texas Workforce Areas. Supportive services shall be provided whenever necessary to enable eligible Workforce customers to participate in Workforce Center services or when the services are deemed necessary to assist customers in obtaining/retaining unsubsidized employment. The Central Texas Workforce Board expects supportive services procedures to be further developed by Central Texas Workforce Centers to include a reference of possible allowable and unallowable expenditures under each category identified in the Supportive Services Policy. Extenuating circumstances could result in a case-by-case analysis of allowable/unallowable expenditures. All supportive services payments are contingent upon funds availability. A Description of Available Supportive Service by Program and Cost Limitations follows: Support Services Payments for Customers Enrolled in CHOICES and FSE&T: - Transportation assistance - is available to customers participating in CHOICES, Welfare to Work (WTW), and Food Stamps Employment and Training (FSE&T). Available transportation services will be explained to customers during program orientation and on the first day of Work First services. In determining transportation allowances, specific customer needs are considered as well as availability of transportation resources and the most appropriate method of providing transportation expenses. Public transportation is considered most appropriate if available, more economical, and meets customer needs. Appropriate Workforce Center staff authorize transportation allowances for scheduled activities. Authorization may be granted in advance, if possible, to allow maximum customer participation, otherwise, transportation allowances will be made on a reimbursement basis as a regular practice. Disbursements to customers will be by check. The following daily rate schedule applies to customers using personal automobiles who need assistance with gasoline expense. Transportation allowances for activities shall not exceed $10.00 per day. For example, 0-25 miles up to $2.50; 26-50 miles up to $5.00; 51-75 miles up to $7.50; and 76-100 miles up to $10.00. Payments are based on the customer's service plan and may continue as long as the customer maintains satisfactory participation in CHOICES, WTW, or FSE&T. The customer will not be paid for days not attended or when the required customer activities are not completed. For example: the customer is advanced a check for $12.50 representing $2.50 per day for 5 days of participation and is expected to attend each day. If, however, the customer did not attend every day or did not perform any one or more of the required activities during that week, the transportation advance for the following week will be reduced by $2.50 for each day missed or for which activities were not completed. As an exception to policy, customers demonstrating special need may receive transportation expenses up to a maximum of $15.00 for needs such as travel to take GED tests, licensing exams, or job interviews. Each situation is handled on a case-by-case basis and exceptions require approval of the Workforce Center Administrator. Work Related Expense is allowed for FSE&T customers. Given only once in a 6-month period, it will not exceed $65.00. It is based on the customer's acknowledgment of obtaining a full-time job paying at least current federal minimum wage. Workforce Center staff must verify employment with the employer or other reliable means and documented in the customer file. The expense is limited to transportation related items such as gasoline, car repair, or a car battery. Uniforms, tools, etc. may not be purchased. The expense may be paid by check reimbursement upon delivery of receipts by the customer. Workforce Center staff may also purchase items on-site by check in the company of the customer. CHOICES customers may receive a work-related expense once during any 6-month period for a customer to accept or retain a specific and verified job offer paying at least minimum wage. Work related expenses include, but are not limited to, tools, uniforms, equipment, transportation, car repairs, housing, moving expenses, and the cost of required examinations or certificates for vocational purposes. Payment will be made on a reimbursement or advance basis and paid by check issued by an authorized Workforce Center staff member. The customer must provide a receipt for each item purchased. Workforce Center staff will retain a copy of the receipt for the customer record, the original receipt attached with scotch tape to an 8 1/2 X 11 sheet of paper and forwarded to accounts payable along with the first copy of the check written. Work related expense may be issued for up to $100.00 for each customer. Customers unable to pay for work related expenses first and submit receipts for reimbursement should notify appropriate Workforce Center staff. The staff may then purchase items through specially authorized charge accounts. Receipts will be obtained directly by Workforce Center staff and attached to an 81/2 X 11 sheet of paper, to be forwarded to accounts payable. In addition, a Request for Payment of Customer Supplies and Fees, will be completed and attached to the charge receipts. A copy of the transaction will be kept in the customer's local file. Not all Workforce staff are authorized to purchase items under the charge account system. To make a purchase under a charge account, the staff person must first contact the Workforce Center Administrator for account setup. Workforce staff may use discretion as to what items are work related for each customer based on knowledge of the customer's job and its requirements. GED exam costs - GED costs may be paid for Customers in CHOICES and FSE&T. The customer must demonstrate readiness to take the GED exam through monitored progress in an adult education program or by attaining sufficient scores on the official GED practice test. Adult education providers may submit verification in writing to indicate a customer's readiness for the test. Workforce Staff initiating authorization for payment must complete the Individual Referral Contract (GED). It is essential that sufficient time be allowed between the completion of the contract and the projected date of the test to allow the contract to be signed and sent to the test agency. No person will be tested without a fully executed contract. Job Retention and Support Service Payments for Welfare To Work Customers Support and job retention service payments are allowed for customers of WTW to ensure activity participation and employment retention identified through assessment of needs. Individual needs will be documented in the customer file and services provided only after all other resources have been exhausted. Payments may begin once the customer has been engaged in a job readiness or employment activity. Time restrictions will be adhered to regarding access to funds. Support and job retention payments will be used in accordance with state and federal regulations. Once determined eligible for WTW services and engaged in allowable activities, customers may access the following services. Child Care: Customers have access to child care assistance at centers designated by the Board's child care contractor. Customers also have the opportunity to self-arrange care. However, self-arranged care providers must be the great grandparent, grand parent, aunt, or uncle of the child. Rates will be in accordance with the Board's rate system. Authorization is made using Form 2510 to Child Care Management Services with a designation as a WTW customer from either the 70% or 30% category. Payments will be maintained with WTW funds as long as the customer is eligible for WTW services and abides by agreed-upon activities in the service plan. Transportation Expenses: Customers may receive weekly transportation expense based on the current disbursement system for transportation expenses. Expenses will be paid by check. Customers receiving TANF and in WTW should have no adverse effect to the TANF case by receiving transportation benefits. Customers who have exhausted their time limited TANF benefits may also have access to transportation assistance. WTW customers who maintain employment may continue to receive weekly transportation expenses as work support on a weekly basis based on verification of attendance. Customers in job readiness who are unemployed will submit weekly job search forms at Job Club/GEMS for weekly transportation payments based on the daily participation. Current travel rate and deduction schedule for non-attendance will be in effect as previously indicated herein for CHOICES customers. Payment is issued by check for transportation assistance to customers in employment activities such as work experience, community service, or subsidized/unsubsidized employment. Individual Expenditure Accounts -- Each WTW customer will have an individual account from which specific support and job retention payments will be deducted. The account allows customers access to funds and services that will facilitate long term employment and family stability. Some services will be accessed only after the customer has secured employment. Other services will be accessed when the customer has been determined eligible for WTW and is engaged in an activity. Services and goods may be obtained for the customer upon approval by Workforce Center staff. Each customer will have $2000.00 in the individual account with which to negotiate goods and services. Workforce Center staff will counsel each customer about allowable expenditures and account management. Each account's funds will be accessed and monitored through the Central Texas accounts payable system. Workforce Center staff will an account's monitor available balance to ensure that the customer does not have access to more than is allowed. Checks or charges drawn on CTCOG accounts will be processed using current CHOICES and FSE&T procedures and funding codes. The following support or job retention payments must be deducted from the individual account with the following limitations: Emergency or Short Term Housing Assistance: Assistance with housing costs such as deposits or rent may be accessed by customers to stabilize their housing situation. As a start up cost, the first month's rent may be paid. Further assistance may be approved with factors such as current rate of pay considered. The services will be accessed as pre employment activities. Substance Abuse Treatment, Non Medical: Assistance with non-medical substance abuse treatment will be accessed as pre employment services. Non-medical treatment is defined as services performed by counselors, technicians, social workers, and psychologists not in the medical profession. Services not provided in a hospital or clinic including 24-hour care may be considered non-medical. Specialists will review the treatment setting to ensure the category of treatment. Car Repairs: Assistance with car repairs may be provided to facilitate or retain employment. The customer must be aware that a car repair can be a high-cost and the risk of depleting the account is high. Costs may include registration and licensing fees. Initial allowable expenses will be limited to minor repairs such as tire and battery replacement, or other low cost items to allow the operation of the car. After 6 months of employment retention, the customer may access funds for a major repair. Attention to the balance of the account will be considered. GED Exam Payment: Customers engaged in basic education activities and who have demonstrated readiness to take the exam may access the account for test fees. Current authorization and payment procedure will be followed with WTW funding codes. Licensing and Certification of Profession: Costs associated with licensing or certification of a customer's profession may be provided from the account in order for the customer to accept or retain a job offer. Employment Drug Screens: Costs for screening may be provided if needed to accept or retain a job offer. This is available only if no other means are available. Work Related Expense: Assistance with work related items required to accept or retain a job offer may be accessed by customers. Items include but are not limited to uniforms, tools, equipment, and work attire. Payment may be either in advance or on a reimbursement basis. Current charge account procedures for WTW apply. Specific amounts and time frames must be followed in order to access this expense upon verification of the job offer by Workforce Center staff. Initial Start Up Expense: WTW customers may access up to $100.00 upon the initial job offer for work related items. Additional funds may be authorized depending on the items required. Approval is at the discretion of Workforce Center staff. After 3 months of job retention the customer may access up to $200.00 in additional expenses to retain employment. Workforce Center staff must verify that the customer is in good standing with the employer and continued employment is verified. Additional funds may be requested if additional work related expenses are required to retain employment due to the requirements of the position. Support Services Through The Workforce Investment Act (WIA) Support services under WIA are not entitlements. They are based on financial need to enable a person to participate in WIA. Support services are based on an analysis of the customer's total financial situation including all resources available to the customer (other agencies, workforce partners, and training providers). To be eligible for WIA support services, an Adult/Dislocated Worker must be at or below the level of $250.00 above the total amount of resources as indicated on the Central Texas Workforce financial assessment form. Support services are authorized for Out-of-School (OOS) Youth in training under Title I and differ depending on the funding stream in which the youth is enrolled. Therefore, OOS Youth will be co-enrolled into both Adult and Youth Services. OOS Youth are funded under the Youth services except for per diem that, if required, will be under Adult/Dislocated Worker as applicable. Customers being considered for support services will be required to confirm their financial resources from employment, family, and others through completion of a financial assessment. In addition, persons entering Training Service activities will provide a copy of the Student Aid Report (SAR) and the current financial aid budget, if any, prepared by the school. First priority of support services funding is to those attending activities within the Central Texas Workforce Area (including TSTC Waco). Customers attending training outside the Central Texas Workforce Area are eligible for support services on a case-by-case basis and to the extent that funds are available. Prior to approval of services for persons attending outside the area, Workforce Center administrators will verify the status of funds with fiscal. Rates of support services funding will not vary from those provided for persons attending inside the area. There are two ways a WIA customer attending activities within the Central Texas Workforce Area may receive childcare assistance, through Child Care Management Services or through WIA funding. Customers requesting childcare will be referred first to Child Care Management Services using the referral form. No WIA funds will be used for childcare services if Child Care Management Services eligibility is established. Workforce Center staff will notify the Child Care Management Services immediately if a customer is terminated, leaves the activity requiring the child care, and/or passes 65 credit hours of training. The customer may also receive WIA funded child care if the customer is eligible with an out of area agency but is on a waiting list. In this case, WIA assistance will end when the customer starts receiving assistance from that agency. Customers attending activities outside the Central Texas Workforce Area will be referred first to a child care services funding provider in the area in which the WIA activity is taking place. Only if that or any other such agency cannot provide child care services will the customer be eligible for WIA child care funding. Support services available to eligible Adult, OOS Youth in Adult Services only, and Dislocated Workers include, but may not be limited to: Health and Medical Services - WIA may pay medical exams, immunizations, and tests required by a school to participate in a training activity. The customer must be enrolled in an activity before these services will be paid. While no dollar limit is placed, payments must be reasonable and customary for the particular service. School health or accident insurance will not be paid under support services unless specifically required for an activity. Child Care - (See above) If childcare is requested, the customer will be referred to Child Care Management Services. In the case of persons attending out of the workforce area, a similar service in the area attending will be contacted. Only if a person is not approved for Child Care Management Services or other similar assistance, will WIA support services be used for childcare. Procedures for WIA support services childcare are as follows: WIA Payments are made to licensed child care providers only and will be paid directly to the provider. The customer will be given, and will be required to obtain from the provider, a completed W-9 form and Child Care Certification Form. The customer will also give the provider the Child Care Information and Agreement Sheet that explains how providers are paid and the customer's responsibilities in the payment process. The provider will sign the sheet and complete the W-9 and the Child Care Certification Form. The customer will return these to Workforce Center staff. This must be done before the request can be completed. Customers must turn-in an attendance record before the day care provider can be paid for that period. Children must be less than 12 years of age to qualify for WIA childcare. WIA child care payment during training breaks is allowed only if: The customer brings an original document from the care provider stating that payment is required to maintain the child's slot and that this policy applies to all children cared for; and Workforce Center staff contacts the provider to verify this. Workforce Center staff must also ask the provider to accept a lower rate for the break period because, in most cases, the children will not be in day care much of this time. In lieu of documentation for the provider, Workforce Center staff may verify the information by phone and prepare a memo for the record including this information and the results of the contact. The completed child care package is submitted to fiscal. Payments for WIA childcare will not exceed designated daily amounts (based on type of facility and length of care). * Licensed Center is a child care facility licensed by Texas to conduct child care in a fully staffed center. Close employee supervision is a licensing requirement. WIA does not pay one-time child care registration/supply fees. Transportation -- This service reimburses customers for miles driven in their own automobile to attend training. It may also be used to purchase bus tokens or pay for other forms of public transportation if available. Taxi fares are not included in this category and will not be paid. Reimbursement will be made at the rate of $0.15 per mile. The customer must turn in attendance records before receiving payment. Mileage between cities will be determined from the Official State Mileage Guide or the enclosed chart. In the absence of mileage data from the chart or state guide an odometer reading may be used. Reimbursement for mileage under a 20-mile daily round trip will not be paid. If a customer is attending a medical clinical training or like activity and the transportation payment is different than the initially approved amount, Workforce Center staff will prepare the request form and note on the form that the transportation amount is changed due to clinical or other special training. This is effective only during the time that training is being attended. A travel allowance in the amount of $200.00 may be allowed for customers completing tractor-trailer driver training. This allowance is to assist the customer in traveling from school or home to the company hub for initial employment activities and for the first few days on the road prior to receiving the first salary payment. Per-diem (Meals) - May be provided based on individual situations such as living on-campus or attending schools requiring special living arrangements outside their regular place of residence. However, per diem is not allowable for persons living in married student housing with spouse and family. Those attending training requiring on-campus or special living arrangements may receive meal assistance at a rate of $20.00 per training day. However, weekends or holidays, when training is not conducted, meals are also allowable provided the customer remains at the campus location. If the attendance record indicates the trainee has missed days of training for any reason other than illness or jury duty, Workforce Center staff will reduce that person's next weekly payment at the daily rate for each day missed. Housing -- On-campus or training-related housing is allowed for persons who live more than 30 miles from the campus. It is also allowable for persons who are homeless or living in a shelter and who cannot attend school without living arrangements. Other situations will be handled on a case-by-case basis requiring approval of the Center Director. Relocation Assistance -- This assistance is provided to customers who obtain employment in another area and who are financially unable to move and begin working. Persons who have been terminated from WIA are not eligible for relocation assistance. The amount of assistance may not exceed $1000.00. Relocation assistance includes truck rental, mileage, temporary lodging, or bus tickets and other necessary expenses. These expenses must be verified and verifying documents will accompany the request for payment. Deposits will not be paid as part of relocation assistance. Workforce Center staff will verify and document the customer's employment with documentation accompanying request for payment. | |
| Services to Job Seekers-Support Services | |
| Guidelines Pages 64 - 66 |
43. Describe the methods used by case managers to obtain and update information on all the support resources available in the local area, including non-workforce development entities. Include in your discussion:
a. Strategies used by Center staff to form working relationships with local area entities, agencies and institutions that provide support service resources for workforce development participants. b. Methods by which Center staff facilitates the connection between the participants and the resources described above. |
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The local, Internet-based information and referral system, PALADIN, ensures that local updated resource data are easily obtained. Additionally, the local partnership-developed and Central Texas Workforce Board-supported PALADIN system is pursuing State 2-1-1 designation. Information and Referral providers with 2-1-1 designation will provide information about local resources over the Internet or by telephone in a method similar to 9-1-1 emergency assistance. The designation will assist in supporting the costs associated with maintaining accuracy in available resources while ensuring additional resources are identified for inclusion in the system.
Working relationships with local area entities, agencies and institutions are also promoted through local, monthly Health and Human Services Network meetings that are held in both Killeen and Temple. The Health and Human Services Network includes membership from over 65 local faith-based, community-based, and local/state program representatives. Cross-agency, cross-program information sharing promoted through the Health and Human Service Network has resulted in development and use of a formal, standardized needs assessment and customer referral system that is used by the Central Texas Workforce System and local partners. Finally, local community- and faith-based partners who often provide services to targeted populations of the Central Texas Workforce Centers have agreed to support the Central Texas Public Assistance to Self-Sufficiency project. Support efforts include identification and refinement of local resource and service menus including those services provided at no cost and those provided for a fee. The project includes development of a supportive services vouchering system to address the employment needs of customers in Central Texas urban areas. | |
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