One-Stop Operator Systemwide Update
Local Workforce Innovation Area (LWIA 7)
One-Stop Operator
Systemwide Update:
December 2024
(August 15 - November 15, 2024)
Dear Partners,
We appreciate your continued collaboration and dedication to enhancing service delivery and integration. We are grateful to work alongside staff across the Chicago and suburban Cook County American Job Center (AJC) Network as your LWIA 7 One-Stop Operator (OSO). Over the previous four years, there has been an intentional focus on WIOA's core and required partners; we are excited to expand our network and systems to the broader workforce development landscape in the state and locally.
Most notable from the last quarter:
The OSO hosted our first in-person Systemwide meeting on September 20, 2024, at the AJC at the King Center.
Thank you to our subject matter experts, Shirlondra Brooks, Elevate; Eric Lugo, City Colleges of Chicago; Abram Garcia, the Partnership; and our moderator Angela Morrison, CJC.
The OSO has spent the last quarter focusing on a new structure that aligns the six non-comprehensive sites with the four comprehensive sites (i.e., AJCs in Wheeling, Pilsen, at the King Center, and Prairie State College).
The OSO closed out the year by training the Partnership’s relationship managers and key staff of the six non-comprehensive sites on all OSO tools and systems.
We send Systemwide Updates quarterly (March, June, September, and December). Our learning management system, Disco, hosts the systemwide update and the partner directory.
This quarter’s Systemwide Update features additional updates to the OSO Meetings, Cross-Training, and Business Services projects. Please contact the OSO team at oso@scalelit.org with questions.
One-Stop Operator
OSO Team
1016 W. Jackson Blvd., Chicago, IL 60607
Updates:
Regular OSO Meetings and Communications
Facilities
Cross-Training
Customer Satisfaction Survey
Universal Referral System
Business Services
AJC Orientation and Materials
Regular OSO Meetings and Communications
Consistent and quality communication is the foundation of service integration. OSO engages partners monthly and streamlines resource sharing in Chicago and suburban Cook County. For more information or to access the Partner Directory, visit Disco.
Beginning in January 2025, the four comprehensive AJCs will host all in-person technical assistance and hybrid Center-Level meetings. OSO schedules partner meetings at the beginning of each year and follows a consistent meeting framework:
Technical assistance in-person meetings:
Technical assistance aims to address specific needs and find real-time solutions for partners. This includes support with customer satisfaction surveys, Airtable referrals, Disco, Facilities, and more.
If you want to learn about the next technical assistance day closest to you, please email oso@scalelit.org.
Center-level hybrid meetings:
Agenda items include Airtable Data and Customer Survey Dashboard Review, Center Priorities for each Center, Upcoming Events, and Requested Partner Updates.
If you would like to request time to share a significant update, discussion topic, etc., or are interested in participating in a meeting:
Contact Ema Mailhot-Beutel at ema@scalelit.org with questions about center-level meetings.
Systemwide meetings:
Agenda items vary based on relevant campaigns, funding opportunities, or significant OSO project developments.
Visit Disco to access Systemwide meeting details. Click this link to visit the upcoming events calendar in Disco.
If you want to learn more about Systemwide meetings or propose topics:
Contact the OSO team directly at oso@scalelit.org.
Every month, your OSO Manager consolidates resources from all partners into Resources Newsletters. Please continue sending your resources to oso@scalelit.org if you want the community partners to stay aware of your program or events.
Partner Meeting Schedule
December 2024 - Systemwide In-Person Meeting: December 12 at 10:00 a.m
January 2025 - On-site technical support at Comprehensive AJCs
February 2025 - 4 Center-level Hybrid Meetings
March 2025 - Systemwide VIRTUAL Meeting: March 13 at 10:00 a.m
Facilities
The Facilities Coordinator, Camilla Benjamin, supports The Partnership with indoor and outdoor signage at all the centers and provides:
Technology inventory, solutions, and training (Owl camera, tablets, accessibility, etc.)
Assistance with the physical space in the AJCs (e.g., scheduling temporary hoteling space for offsite partners, coordinating the use of shared meeting spaces, etc.)
Quarterly:
Hybrid Partner Meetings
Visits each AJC to conduct hybrid Partner Meetings and connect with staff
Onsite Activities and Staff Updates
Identify changes or updates to onsite activities or staff contacts
Communicate information to partners and the OSO team when appropriate
In October, all 10 AJCs received portable translation devices and training on how to utilize them at their sites. Reported usage:
Live translation in multiple languages during WIOA Orientations
Client support in resource rooms on-site
Event translation
We will continue to support partners at the four comprehensive AJCs to ensure smooth service delivery on-site.
If you have any technology or general Facilities-related questions, concerns, or requests, please email Robert Guzman at robert@scalelit.org.
Cross-Training
Cross-training educates staff on the AJC Network and Partner programs. Cross-training will incorporate best practices in workforce development and OSO tools available throughout the Chicago and Suburban Cook County area.
As we develop additional cross-training sessions, OSO uploads recordings and materials to Disco. This platform enables us to compile a collection of cross-training resources and monitor staff engagement.
173 partners have become members of the LWIA 7 Systemwide Partner Space.
This quarter, ScaleLIT held an In-Service Learning circle for National Disability Employment Awareness Month. The circle hosted the Department of Rehabilitation Services (DRS) and the Mayor’s Office for People with Disability (MOPD) and focused on supporting People with Disabilities in accessing the public workforce system in Chicago.
The OSO will close this quarter by hosting a Justice Impacted Initiatives panel at the December systemwide gathering. Future cross-training sessions include Illinois Job Link, Partner Programs, Unhoused Job Seeker Career Pathways, and Business Services. We remain dedicated to enhancing our training offerings and expanding our impact.
Upcoming Cross-Training Schedule:
December Systemwide - Justice Impacted Panel
January - InService Learning Circle: Digital Literacy Spotlight
March Systemwide - TBD: Policy and Advocacy under new Administration
Customer Satisfaction Survey
The Customer Satisfaction Survey standardizes the collection of feedback and simplifies survey administration.
Onsite Survey collects feedback from job seekers who walk into an American Job Center or related site.
Methods of Onsite Survey Collection: QR Code on Flyers, Resource Room Computers, and iPads.
Workshop Survey collects feedback from job seekers who attend a workshop or event hosted by a partner.
Methods of Workshop Survey Collection: QR Code and survey links in follow-up emails.
The Facilities Manager provided new Onsite Survey flyers to all AJC and interested satellite sites. The OSO team can provide customized survey links and QR Codes unique to a particular site, organization, or event.
Partners can visit the LWIA 7 Systemwide Partner Space on Disco to access the live interactive dashboard anytime. OSO shares this dashboard during all center-level meetings, and will send raw survey data to the appropriate partners quarterly or by request.
If you have any questions about customer satisfaction surveys, data, posters, etc., contact the OSO team directly at oso@scalelit.org.
Customer Satisfaction Metrics:
13 Onsite Surveys
9,800+ Total Onsite Survey Responses, Overall Satisfaction Rating of 4.8 (1-5 Scale), and a Net Promoter Score of 9.5 (1-10 Scale),
32 Workshop Surveys
4700+ Total Workshop Survey Responses, Overall Satisfaction Rating of 4.6 (1-5 Scale), and a Net Promoter Score of 9.1 (1-10 Scale)
(August - October 31, 2024)
~800 Total Onsite Survey Responses, Overall Satisfaction Rating of 4.86 (1-5 Scale), and a Net Promoter Score of 9.6 (1-10 Scale),
1000+ Total Workshop Survey Responses, Overall Satisfaction Rating of 4.5 (1-5 Scale), and a Net Promoter Score of 9.1 (1-10 Scale)
Universal Referral System
The Airtable Referral System allows OSO and the AJC Network to view real-time data and referrals across organizations and agencies.
Airtable coordinates referrals for all Cook County AJC locations and 63 of the LWIA 7 partner organizations (4 Comprehensives, 6 Affiliates, and three satellite locations). In 2024, OSO has onboarded more partner organizations while facilitating concurrent cross-training to establish clear referral pathways. Airtable Onboarding is ongoing as the team identifies Points of Contact that will receive referral submissions. Interested organizations can attend an upcoming onboarding. Please contact ema@scalelit.org if you would like to join the quarterly onboarding.
With the launch of the Partnership’s LevelUP AJC Campaign, OSO restructured the Airtable space to include two referral forms: the Partner Referral Form and the Career Seeker Interest Form. Both forms will send referral information to the Airtable database. As of the end of November 2024, the site had more than 36,000 views and more than 15,000 new users, with more than 2,000 career seekers and more than 40 employers using the platform to complete a connection with an AJC.
For more information, please review the most up-to-date Airtable User Guide and the Airtable Training Video Playlist.
If you have questions about Airtable, please attend the Airtable Office Hours on Tuesdays between 12:30 pm and 1:30 pm. Use this link to Join the Zoom Airtable Office Hours.
If you need technical assistance outside of Airtable Office Hours, use the Airtable Help Desk Ticket Form to submit a request. To submit a Help Desk Ticket, partners should have completed the Partner Referral Form at least once, either during Onboarding or to refer a client to another partner for services.
The OSO prioritizes our partners' feedback and has finalized a new universal partner referral form that is ADA-compliant. The form allows more access to partners who utilize text-to-talk and tabbing or need higher contrast. Additionally, the form can now seamlessly be completed in English or Spanish.
Airtable Metrics:
Total Referrals Sent (October 2, 2023 - November 15, 2024): 9300+ Referrals
*Referral Completed is the status option used when the Receiving Partner confirms the referred customer successfully completed the appropriate steps to move forward (i.e., attending an orientation or one-on-one meeting or otherwise receiving services)
**Referral Closed is the status option used when the Receiving Partner cannot contact the customer after three attempts or when the customer does not receive services
Referrals from August 15 - November 15, 2024
Referrals sent this quarter: ~2100
Referrals Completed: ~350
Referrals Closed: ~500
Referrals in Progress: ~980
The rate of completion has continued to improve steadily: 17% December 2023 >> ~20% December 2024
Contributions include:
Partner Program Cross-training
Increase in system usage by a larger variety of partners
Increased Technical Support
Rate of closure has improved by +20%: 82% closed December 2023 >> 57% closed December 2024
Business Services
The Business Services Project identifies the priorities and conditions of business services staff across LWIA 7.
In 2023, OSO conducted the Inventory and Assessment (I&A) Survey with Business Services staff. We will perform a similar survey with Employer contacts shared by Business Services teams throughout the network.
In October 2023, the Partnership and OSO launched the Business Services Interest Form in Airtable. OSO created a space in Airtable to gather information, engage with employers outside their current network, and create new partnerships. So far, 41 new employer partners have connected with Business Services staff through the Business Services Interest Form.
The business services working group will reconvene in 2025 to continue the next steps of the Inventory and Assessment.
If you want to participate in any upcoming Business Services working group activities, contact the OSO team at oso@scalelit.org.
AJC Orientation and Materials
The AJC Orientation and Materials provide a standardized orientation video and informational materials representing all partner services available at the AJCs.
All materials are available in English and Spanish for staff and participants. For more information about the AJC Orientation and Materials, refer to the AJC Manual Volume 2.5 and the Systemwide Cross-training Space in Disco.
AJC Orientation Video
The AJC Orientation Video is a ten-minute pre-recorded presentation covering all AJC Network’s offerings. All partners can use the video to educate staff and participants who wish to learn more about the network.
Click here for the English Video. Click here for the Spanish Video.
ABOUT US
ScaleLIT is the One-Stop Operator for Chicago and Cook County.
Email: oso@scalelit.org
Learn more: scalelit.org/oso
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