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Exhibit 1 <br /> Partner shall provide applicable career services to clients as set forth in the Santa Ana AJCC <br /> Partner Services. <br /> 9) REFERRALS <br /> The primary principle of the referral system is to provide integrated and seamless delivery of <br /> services to workers,job seekers, and employers. In order to facilitate such a system, Partners will <br /> ensure and agree to: <br /> a. Familiarize themselves with the basic eligibility and participation requirements, as well as <br /> with the available services and benefits offered, for each of the Partners' programs <br /> represented in the AJCC network; <br /> b. Develop materials summarizing their program requirements and malting them available for <br /> Partners and customers; <br /> c. Develop and utilize common intake, eligibility determination,assessment,and registration <br /> forms, as appropriate; <br /> d. Provide substantive referrals to customers who are eligible for supplemental and <br /> complementary services and benefits under Partner programs; <br /> c. Regularly evaluate ways to improve the referral process, including the use of customer <br /> satisfaction surveys; <br /> f. Commit to robust and ongoing communication required for an effective referral process; <br /> g. Commit to actively follow up on the results of referrals and assuring that Partner resources <br /> are being leveraged at an optimal level; <br /> h. Ensure that intake and referral processes are customer-centered with the intent to provide <br /> high quality customer service; <br /> i. Ensure that general information regarding AJCC programs, services, activities, and <br /> resources shall be made available to all customers as appropriate; <br /> j. Ensure that referrals will be made via email or other electronic means; <br /> k. Ensure that referrals will include a direct link or access to other AJCC Partner staff that <br /> can provide meaningful information or service,through the use of co-location,or real-time <br /> technology (two-way communication and interaction with AJCC Partners that results in <br /> services needed by the customer); and, <br /> 1. Ensure that the referral process will include specific staff name, the activity required, <br /> desired outcome and a method for communicating back to the referring agency that the <br /> service need was addressed. <br /> 8 <br />