20D - DISLOCATED WORKERS - Laserfiche WebLink

Home Browse Search

Exhibit B Contract #: A. Performance Measures: The Workforce Investment Act requires a comprehensive accountability system to determine the effectiveness of services provided through the One-Stop system. The Contractor agrees to meet or exceed required federal, state and local standards, measurements and outcomes of all funding streams included in this agreement. At a minimum, Contractor shall meet all performance outlined in Exhibit C. Contractor's performance statistics shall be evaluated and are expected to meet or exceed the performance targets on a quarterly basis. 1. Performance on new participant enrollments will be assessed by comparing the Contractor's planned versus actual year to date cumulative new numbers. 2. Performance on soft exits will be evaluated quarterly. 3. Performance on required follow-up will be measured on a quarterly basis. 4. Performance on the mandated measures will be evaluated quarterly. 5. Failure to submit timely information may result in penalties such as de-obligation of funds or revocation of the agreement with the County of Orange. B. Data Gathering: Contractor shall be responsible for tracking and managing the following activities and shall submit any data requested to OCWIB: 1. Tracking of universal access customers to include how many customers access services and what services they sought/used; 2. Percent of registered customers in the three service tiers (registered core, intensive, training) and movement between levels, including those referred from Rapid Response Activities. 3. Contractor shall be required to use the Employment Development Department (EDD) CalJobs System Program Activity Support System (PASS) and the Employer Contact Management System (ECMS) to record services and activities provided to customers. CalJobs is a data base management system that uses the Internet's technology for maximum ease of use and access by authorized staff. Specific reportable services are to be determined but may include Assessment Interview, Bonding Assistance, Employer Contact/Services, Case Management, Employment Plans, Job Development contacts, Job Club, Job/education/training referrals, employment workshops, obtained employment, training, placements, resume preparation, specific labor market information or others as deemed necessary by the OCWIB. C. Customer Satisfaction: Contractor shall demonstrate that they are a customer-driven organization by incorporating the following elements into their organization: 1. Systematically listening to customers and acting quickly on what they say; 2. Building positive relationships with customers through focusing on accessibility and management of complaints; 3. Paying attention to customers who are not satisfied and work to understand their preferences and meet their demands. D. Surveys: Contractor agrees to conduct customer satisfaction surveys by: 1. Using a consistent implementation method or survey instrument as defined or established by the Santa Ana W/O/R/K Center; 2. Submitting results in the appropriate format to the Santa Ana W/O/R/K Center administrative office; 3. Reviewing surveys within 10 days of receipt; 2~D f46