Governing for Results 6 - Washington State Digital Archives

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Department of Employment Security Group Interprets Quality In the Moses Lake area, language created a barrier to providing equitable services to Russian-speaking clients requiring job search assistance. Historically, counselors, with or without interpreters, would spend an hour or more per client to explain services. The team implemented a job search group orientation specifically for Russian-speaking clients, where an interpreter explained the guidelines and participant requirements of programs. In the orientation, clients asked more questions and provided more feedback than they ever did at the one-on-one sessions. To maximize benefits, Russian-speaking clients were encouraged to check the interpreters’ posted work hours so they could report to the office on days when interpreters were available. Results ★ Reduced intake time for Russian-speaking clients from 12 hours/qtr. to 1 hr. ★ Improved the quality of service to clients and created an awareness in the community of this hidden labor source. ★ More inter-action by Russian clients with the English speaking community results in learning the new language faster. ★ Created foundation and avenues for self-sufficiency with partners. Team Name: Moses Lake WorkFirst Team Excellence 2000 (TX2K) Team Members: Berta Clifton, Willie Holmes, Debi Keyzer, Manuel Felan Realme, Mary Riojas CONTACT: Mary Riojas, (509) 764-5680 19
Department of Employment Security Combo Files Rock! Many of the clients in the Dislocated Worker Program at the Lewis County Career Connections qualified for more than one program. Since 1992, separate files had been maintained for each program a client qualified for. The team brainstormed ideas for a process improvement. They documented the time it took to locate up to three files for one client. They tested and implemented a theory based on the simple concept that a single file would save time and enhance customer service. The new combination file is color coded according to program. Besides saving time, benefits include: consistent information across programs, one staff answering customer questions and the elimination of extra file cabinets. Results ★ Staff time for retrieving multiple files reduced by one-third (370 FTE hours). ★ Saved $310 in materials by reducing amount of file folders. ★ Improved customer satisfaction with more responsive service. ★ Staff no longer makes copies of information for each file folder. ★ Reduced number of file cabinets. Team Name: Lewis County Career Connections File Maintenance Project Team Members: Jan Anderson, Bruce Hall, Carol Heifner, Theresa Wilson, Aaron Hensley, Sharon Neuert, Kay Skipworth CONTACT: Aaron Hensley, (360) 748-2474 20
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Governing for Results 6 - Washington State Digital Archives

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