Orientation for Navigators Course 2: Processing A Ticket &

Marketing the EN

State of Iowa Workforce Partners

Employment Network

August 2008

Customer Service vs. Competition

• Imperative DPN’s understand this & communicate this philosophy

• Outcome is serving people with the most appropriate, readily available service to achieve their employment goal.

• DPN’s need to engage with local VR/IDB folks to determine ticket assignment best fit.

Relationship with State VR Agencies

Working agreement between VR, IDB, IWD• If person working with VR, we support the

person & counselor. If person unhappy offer to bring them together to problem solve.

• If person once had open case with VR agency, contact state lead.

• Maximize energy to problem solve

Person wants Assign Ticket contacts the respective Navigator

1. Need to find out if assignable & if has/had case with VR

2. Schedule an appt with the person

3. Determine where one stop can best meet customer needs

4. If workforce, then DPN write the work plan

Individual Work Plan• A written agreement – 3 components employment

plan from iworks, IWP addendum & 18 month look back.

• Both are signed by the beneficiary and the EN • Describes employment and support services

needed to reach an employment goal • Becomes effective once:

• Maximus verifies the Ticket is assignable• IWP is signed by the beneficiary (or

representative) and EN representative• Faxed to Maximus by respective Navigator

Writing IWP

• Individualized training on using iworks to write the IWP (employment plan & addendum)

• Engage other services of the one stop

• Working with other partners for single plan protocol

• Required components

Reassignment or Involuntary Termination of

Ticket Assignment• A ticket holder can reassign his/her ticket. Needs to be done in

writing. Navigator has template they can use. • An EN can terminate a Ticket assignment at any time if a

beneficiary is not actively participating in his/her IWP:– The EN will notify MAXIMUS – MAXIMUS will notify the beneficiary

• Upon notification, the beneficiary may:– attempt to resume active participation if the EN is willing, – Reassign his/her Ticket to another EN, – Place his/her Ticket in Inactive Status, or– Withdraw from the TTWP altogether

Role of Navigator Implementing the EN

– State Lead oversee state EN– Regional Workforce Partners invited to

participate as part of the state EN – Local DPN responsible at local level– The navigators are a team leading the EN– Navigators need to establish trust in system!

Marketing the Ticket

• Coordinated activities & local activities

• News Release / Website

• Referrals from One Stop system (WIA, vets, Senior Employment, Youth program)

• Refer to marketing plan

Marketing EN by Navigator

• Orientation to workforce partners about EN (get materials from state lead or Sharepoint)

• Ongoing reminders & training about EN whenever you can

• Provide tools to front-line staff (business cards, office signage- on Sharepoint)

Marketing by Navigator

• Market EN at MIG & WIPA events, as well as local events.

• Add EN to workforce written materials & presentations

• Promote TTW and include area EN’s. Invite area EN’s to join you.

EN Marketing Materials

• SSA Ticket Brochures• Regional EN Inserts• TTW Displays from MIG• News Release• State EN Services flyer(reminder: include Ticket logo or statement on

other materials from your region)

Outreach to Ticket Holders

• Workforce partners events (Job Fairs, Iowa Advantage workshops, RES, orientation to customers)

• Ticket Informational Meetings - materials available on sharepoint.

• Monthly event by DPN provide presentations to consumer groups about TTW

Questions?

• Thank You

• Contact Mary Lynn ReVoir, Navigator mary.revoir@iwd.iowa.gov

• 866-520-8986 ext 107

• cell: 563-380-0273