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Publications related to Agency managers

Taking the Mystery Out of Customer Service

Institute Brief 18

With the current emphasis on universal access to employment services for all members of the community, the workforce development field needs to evaluate service delivery. A "mystery shopper" program is one of many evaluation tools available to ensure continuous quality improvement and customer satisfaction. This technique allows organizations to collect data on the experiences of One-Stop Career Center customers from the customer perspective. The brief includes a sample shopper questionnaire.

Quality Employment Services: Where Research and Practice Meet

MassWorks 5, 2007

Providing quality employment services to people with disabilities requires a substantial commitment of time, energy, and resources. Given this investment and our obligation to individuals with disabilities, we as providers must deliver the most effective services possible.

Self-Determination: A Fundamental Ingredient of Employment Support

Tools for Inclusion 22

Persons with disabilities should direct their own job searches, from determining their interests and goals to researching employment opportunities to starting a new job. Doing so increases their sense of empowerment and can contribute to their employment success. Employment professionals have a facilitating role to play in the process. Job seeker self-determination practices should drive employment services' coordination, funding, and implementation.

Integrated Employment Outcomes Through Person-to-Person Technical Assistance: New Hampshire

New Hampshire implemented an innovative technical assistance model that promoted organizational change to expand individual employment opportunities. This person-to-person change began at the micro level but "trickled up" through organizations across the state.

Shifting Resources Away from Sheltered Workshops in Vermont

Over six years, regulations in Vermont gradually restricted and eventually prohibited the use of state funds for sheltered workshops or enclaves. Concurrent with the change in funding regulations, the state worked with providers to convert the remaining sheltered workshops in Vermont.

ICI: promoting inclusion for people with disabilities