Evaluation of the Ticket to Work Program Initial Evaluation Report

B.18
5. Glick and Glick
a. Implementation and Service Delivery Approach
Implementation. In deciding to become an EN, Glick and Glick developed a business
plan and established a specific time frame in which it would allow the program to operate to
assess its viability. The TTW business unit would need to generate sufficient revenues to
become self-supporting during its first year of operations. Glick and Glick selected the
outcome-milestone payment system because it wanted to gauge the employment experiences
of TTW clients before accepting what staff believed to be a greater risk associated with the
outcome-only payment system.
In preparation for TTW, Glick and Glick hired four new staff members to work
exclusively on TTW. The firm’s management thought it would be easier to hire new staff to
work on TTW than to train existing staff. TTW represents a slight departure from Glick and
Glick’s traditional business practice; under TTW, job candidates come to them, whereas
under their traditional operations, Glick and Glick staff conduct targeted outreach to recruit
job candidates. The four TTW case managers were each assigned to clients from a specific
state.
Service Delivery. Once Glick and Glick receives confirmation of Ticket assignment
from the Program Manager, case managers begin working with the Ticket holder to find a
job. The case manager assists the Ticket holder with interview skills and resume building. All
interactions are conducted by phone or mail. Once the Ticket holder appears prepared to
enter the workforce, Glick and Glick matches him or her with positions that its employer
clients want to fill. Glick and Glick maintains a database of available positions categorized by
the location, skill requirements, job description, wages, benefits, and hours required.
Case managers schedule interviews for Ticket clients, provide job leads, and inform
Ticket clients of upcoming job fairs. Clients are generally given four or five job leads at a
time. If, on multiple occasions, a client fails to attend any of the scheduled interviews or job
fairs, the case manager will unassign the Ticket. Glick and Glick will only unassign a Ticket
when it seems clear that a client is not making progress towards the IWP employment goals,
or in rare cases where a client has been verbally abusive to a case manager.
While case managers frequently send mailings to clients (e.g., notices of upcoming
interviews and job fairs, interview guidelines), most of the substantive casework is conducted
over the telephone. Services provided by phone include: help developing resumes, practicing
interview skills; and debriefing clients after job interviews. Interviewees noted that most
Ticket clients do not have an up-to-date resume, and in many cases, have no resume at all.
Case managers collect the information necessary to develop a resume over the phone, then
construct a well-formatted resume for the client.
TTW has not resulted in a change in the firm’s core activities. As a placement agency
hired by employers, Glick and Glick already had substantial experience working with
unemployed, disadvantaged populations through what interviewees referred to as the
Appendix B: Provider-Specific Case Study Summaries