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Questionnaire Construction and Pilot Testing The SSRC is highly experienced at translating the information needs of decision-makers to survey instrumentation. The process of developing a survey instrument for the Phase III study will be greatly accelerated because of this experience and the instrument developed by the SSRC in collaboration with the SA WIB to support the Phase II ROI study. Working with relevant program staff, the SSRC will design a questionnaire to confirm the services and resources used by universal access customers, their preceding employment status, their satisfaction with WORK center services and the employment and wage outcomes associated with their use of the services/resources. A variet}~ of demographic information will also be collected. Our location close to the Santa Ana WORK Center will facilitate meetings during this process and throughout the study, if necessary. It is imperative that the contractor selected to collect these data carefully measure the duration and intensity of service use at the WORK Center. Using this "dose- response" covariate for outcome measures is necessary to adequately explain outcomes. One would not expect the casual user to obtain the same outcomes as someone who visited the WORK Center often and/or used a number of different services and resources. Use of a covariate quantifying the duration and intensity of service utilization will add accuracy and clarity to outcomes assessment. The survey questionnaire will confirm the frequency of service utilization including, but not limited to, WORK shops, computer access to job orders, hard copy postings on the job order board, want ads, provision of computer time for job searches, resume preparation, email access, use of basic business machines, and use of free outgoing mail for resume submission. Pre- and post- wages will be collected by self-report, which can be compared to the base wage data provided by the WORK Center. The SSRC pre-tests survey instruments prior to initiating full-scale data collection. All supervisorial and interviewing staff working on a project are trained using apaper-and- pencil version of the survey. Each question is read aloud and staff are paired to practice the survey instrument on the CATI system. After this hands-on practice, the instrument may be refined to improve comprehensiveness, flow, length and factors that influence respondent cooperation and interest. Surveys are conducted ~~ith approximately 25 to 30 . respondents. Supervisors and SSRC management-level staff then conduct a "debriefing," which allows interviewers to discuss the overall progression of survey item sequencing as well as to comment on specific survey items that may have been unclear to survey respondents. Before the next interviewing shift, SSRC personnel review the pilot test frequencies and share these data with the survey sponsor. If the staff debrief or frequencies review suggests modifications, the instrument is quickly revised and reprogrammed into CATI software before interviewing continues. 5 25N-31