CUSTOMER FLOW FAQ's
For those candidates receiving and enrolled into career center intensive services, how do we access supportive services to assist them in getting to work? (rev. 12/15/00)
Procedures for Support Service Payments for SETA-Funded Programs are specified in Directive #00-8. Directives are listed here: staff_directives.html. (bb)
What types of supportive service funds are available? (rev. 12/15/00)
Distribution criteria is included in Directive #00-8 (bb)
Who serves as case managers at the Career Centers? If there are not enough staff at the Career Center to do case management, how do we case manage walk-ins needing intensive services? (rev. 12/15/00)
Each of the host agencies has been funded through SETA to provide case management services, and should have staff specifically budgeted to offer this service. Partners should also have staff available to provide case management, and it is incumbent on each of the site supervisors to develop systems within the Career Center which foster partners working together to provide case management services. (mn)
Customers who receive intensive services must be registered/enrolled prior to receiving intensive services (rk)
If a customer refused to sign the SWCC Authorization for Release of Confidential Information form can he/she be enrolled in intensive services? (rev. 12/15/00)
Yes, but we can't share his/her information with any of the One Stop partners, even if they could provide a supportive service. The case review team, if training becomes an option, should only be the One Stop supervisor and the case manager. (rp) An easy way to identify files without signed authorizations needs to be established.
If a customer is enrolled to begin a training program and the MIS forms are turned in but the customer begins working instead of training, how do we adjust the forms? When do we exit that individual?
a) If the customer never attended training and no funds were spent, we can back out the enrollment into training, as long as we are informed promptly, and as long as we have not reported the enrollment to the State. Contact SETA's DIRA department, or Geoffry Ezimora.
b) If the customer attended training for a time and then quits, and funds have been spent, this customer will count in all the WIA measures related to training.
Since the customer went to work, we are required to enroll him/her in Pre-Exit Follow-up Services (activity code 10), after which the customer will be exited when he/she does not require our services any longer, and/or reaches self-sufficiency.
A customer who is backed out of training will continue to be enrolled and receive intensive services and at least one intensive service before training services. But the regulations do not say that a customer can only receive one tier of service before receiving another. (ge)
Please see Directive #00-5 (rk)