Business Services as a Resource to Business - Kristina Harrell

2011 WIB SymposiumBusiness Services as a Resource to Business 8.17.2011

Berks County Business Services How did we start? What makes us unique? Where did we go? How did we get there? Where are we now?

How did we start? For Berks County, the approach was driven by the WIB’s strategic priority for a strong, employer-connected, demand-driven One-Stop.

Essential Early Decisions■ Current partner staff levels were busy with normal customer flow.■ They needed a full-time sales staff who were not tied up with order fulfillment.■ Integrate into PA CareerLink structure and place under PA CareerLink Administrator’s management.

The Decisions■ Well-defined roles and tasks ■ Face-to-face employer contacts ■ Generate defined high-quality job orders ■ Target employers (cluster, new and expanding companies, high growth, key occupations, etc.) ■ Set numerical targets ■ Market PA CareerLink and other services

The Beginning In 2005 EDSI’s Business Services Team (BST) was completely focused on developing a new employer base We are now the employer’s main point-of- contact to all the CareerLink services The employers now have a “face” for the CareerLink

What Makes Us Unique? We only work with the employers We do NOT meet with job seekers Our vision: – To reach out to employers; listen to their specific needs and match the right services to the employers’ needs. We must strive to create enthusiasm in our clients, see through their eyes, understand their needs and deliver more than they expect

The Model Business Services Representative EmployerBusiness Services Business Services Representative Representative

Definition of Employer Relationship The ongoing cultivation of an employer through various means of communication and customer service – Phone Calls – Visits – Scheduled and Unscheduled – Tokens of Appreciation – Follow Up on Everything – Emails or Mailings – Going the Extra Mile

Tokens of Appreciation

1000 1500 2000 2500 0 500 4/4/2005 4/18/2005 5/2/2005 5/16/2005 5/30/2005 6/13/2005 6/27/2005 7/11/2005 7/25/2005 8/8/2005 8/22/2005 9/5/2005 9/19/2005 10/3/200510/17/200510/31/200511/14/200511/28/200512/12/200512/26/2005 1/9/2006 1/23/2006 2/6/2006 2/20/2006 Job Order Goal Actual Job Orders 3/6/2006 Stretch Job Order Goal Job Posting Goal: 884 ; Actual: 2259 April 2005 to April 2006 3/20/2006

100 150 200 250 300 350 400 450 0 50 4/4/2005 4/18/2005 5/2/2005 5/16/2005 5/30/2005 6/13/2005 6/27/2005 7/11/2005 7/25/2005 8/8/2005 8/22/2005 9/5/2005 9/19/2005 10/3/200510/17/200510/31/200511/14/200511/28/200512/12/200512/26/2005 1/9/2006 1/23/2006 2/6/2006 2/20/2006 3/6/2006 Employer Visits Goal Actual Employer Visits Stretch Employer Visits Employer Face to Face Goal: 364 ; Actual: 391 April 2005 – April 2006 3/20/2006

The Strategy Sales and Customer Service Blitzing Key Industry Clusters by Representative County Separation Research Focus on the Employers Needs Employer Information Resource Binder Follow Up

Key Industry Clusters by Representative Industry focus Representatives become experts Participate and present at industry partnerships meetings

Industry Partnerships Partnered with: – Rory Stevenson – Project Manager of Advanced Materials and Diversified Manufacturing – Gina Kormanik – Project Manager of Transportation and Logistics – Bob Pozesky– Project Manager of Plastics and Food Consortium

Industry Partnerships Act as a resource to all employers within the partnership – Assist with CWDS – Speak about the advantages of CWDS – Market WorkKeys® and On-the-Job Training

Research Labor Market Tools and Data CWIA (www.paworkstats.state.pa.us) U.S. Bureau of Labor Statistics (www.bls.gov)

US Bureau of Labor Statistics How is it used?

Title OneTITLE TWO / SUB HEAD

Database Results

Marketing Blitzing Employer Information Resource Binder Greater Reading Chamber of Commerce and Industry Berks County Television Reading Eagle Newspaper Berks Economic Partnership Television Show Senator’s Awareness Social Media

Marketing On-the-Job Training {Video} Capitol Connections

The Evolution In 2009, additional responsibilities were added to the BST – Job order solicitation and maintenance of employer business folders to include:  Contacting employers without a FEIN  Entering/Reviewing/Approving/Rejecting all pending employer folders, contacts, job postings  Prescreening and forwarding resumes of matched or self- referred customers  Reviewing/maintaining fully-referred and hold job postings  Following up to determine viability of staff-assisted job postings, closing job postings, and obtaining hire information. – Provide website technical assistance to employers

Additional Responsibilities 2 certified WorkKeys® profilers Members of the Job Fair Committee Schedule and invoice employers for onsite recruitments Create mini job fairs at the CareerLink Proctor WorkKeys ® assessments for OJT’s (backup only) OJT applications, gap analysis, training plans, site visits, invoices, evaluations

OJT Work one-on-one with the employment planners – Review WIA application – Assist with the scheduling of the individual – Obtain verification of eligibility – Obtain signed gap analysis

OJTGap Analysis

OJTTraining Plan

The Connection Employer Contact Team (ECT) – BST, EARN Job Developers, Employment Services Team – Meet on a monthly basis – Match Jobs with People Open Communication throughout the CareerLink

Then vs. Now 2003 – 88 New Employers; 1466 New Job Orders 2004 – 88 New Employers; 1656 New Job Orders 2005 (EDSI has the Business Services Contract) – 147 New Employers; 2425 New Job Orders 2006 – 195 New Employers; 3476 New Job Orders

Then vs. Now 2007 – 59 New Employers; 1753 New Job Orders 2008 (Recession) – 109 New Employers; 1822 New Job Orders 2009 – 92 New Employers; 1643 New Job Orders 2010 – 162 New Employers; 2095 New Job Orders 2011 (so far January through June) – 90 New Employers; 1484 New Job Orders

1000 1200 1400 1600 1800 2000 0 200 400 600 800 7/5/2010 7/19/2010 8/2/2010 8/16/2010 8/30/2010 9/13/2010 9/27/201010/11/201010/25/2010 11/8/201011/22/2010 12/6/201012/20/2010 1/3/2011 1/17/2011 1/31/2011 2/14/2011 2/28/2011 3/14/2011 3/28/2011 4/11/2011 4/25/2011 Job Order Goal 5/9/2011 5/23/2011 Actual Job Orders 6/6/2011 2010/2011 Job Posting Goal: 1350; Actual: 1850 Where are we now? Stretch Job Order Goal 6/20/2011

100 150 200 250 300 350 400 0 507/5/201 07/19/20 108/2/201 08/16/20 108/30/20 109/13/20 109/27/20 1010/11/2 01010/25/2 01011/8/20 1011/22/2 01012/6/20 1012/20/2 0101/3/201 11/17/20 111/31/20 112/14/20 112/28/20 113/14/20 113/28/20 114/11/20 114/25/20 11 Employ er Visits Goal5/9/201 15/23/20 Actual Employ er Visits 116/6/201 1 Stretch Employ er Visits6/20/20 2010/2011 Employer Visit Goal: 300; Actual: 351 Where are we now? 11

0 200 400 600 800 1000 1200 1400 1600 1800 7/4/2011 7/18/2011 8/1/2011 8/15/2011 8/29/2011 9/12/2011 9/26/201110/10/201110/24/2011 11/7/201111/21/2011 12/5/201112/19/2011 1/2/2012 1/16/2012 1/30/2012 2/13/2012 2/27/2012 3/12/2012 3/26/2012 4/9/2012 4/23/2012 Job Order Goal 5/7/2012 5/21/2012 Actual Job Orders 6/4/2012 2011/2012 Job Posting Yr. Goal: 1600; Current Goal: 154; Actual: 208 Where are we now? Stretch Job Order Goal 6/18/2012

50 100 150 200 250 300 350 400 0 7/4/2011 7/18/2011 8/1/2011 8/15/2011 8/29/2011 9/12/2011 9/26/201110/10/201110/24/2011 11/7/201111/21/2011 12/5/201112/19/2011 1/2/2012 1/16/2012 1/30/2012 2/13/2012 2/27/2012 3/12/2012 3/26/2012 4/9/2012 4/23/2012 Employ er Visits Goal 5/7/2012 5/21/2012 Actual Employ er Visits 6/4/2012 Stretch Employ er Visits 2011/2012 Employer Visit Yr. Goal: 300; Current Goal: 29; Actual: 46 Where are we now? 6/18/2012

Kristina HarrellBusiness Services Manager 610-988-1329kharrell@edsisolutions.com

Business Services as a Resource to Business - Kristina Harrell

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