WIOA Title I-A & I-B Policy & Procedure Manual
Ch.2) The One-Stop (Job Center) Delivery System

2.3.4 Alternative Means of Providing Job Center Services for Individuals Displaying Aggressive Behavior

Effective date: August 1, 2020

Rarely, but in some circumstances, a person seeking Job Center Services may be asked to leave the Job Center to ensure the safety of Job Center employees and the public. These determinations should be made by the One-Stop Operator (OSO) and/or the local WDB on a case-by-case basis and must be documented by the OSO or local WDB.

Generally, Job Center employees do not have a duty to intervene to stop aggressive behavior, but the Job Center has a general duty to provide a safe place for its employees and members of the public. 1

If an employee or member of the public feels unsafe, they should contact law enforcement or 911/emergency services. Examples of when employees and/or members of the public may consider contacting law enforcement or 911/emergency services include, but are not limited to, if an individual:

  • Verbally or physically abuses or threatens Job Center staff or customers;
  • Views inappropriate videos, images, or other content using Job Center computers;
  • Causes intentional damage to any part of the Job Center facility or its equipment;
  • Causes intentional damage to vehicles in the Job Center parking lot.

In cases where a customer is asked to leave a Job Center for aggressive behavior, the customer must still be allowed to access program services. Methods of service delivery must be modified to provide continued service. Examples include provision of services via technology, meeting with the customer in an off-site public location, meeting with the customer in a controlled group setting, facilitating services through a probation, parole, or other corrections office, or other methods as determined locally.

The local WDB and/or One-Stop Operator must develop local policy and/or procedure compliant with this section to address the case-by-case circumstances when a customer may be asked to leave the Job Center and how the Job Center will provide an alternative means for the customer to access Job Center resources. Any removal of a customer must be temporary, and the local policy must address the accepted timeline(s) for the customer's return to the Job Center.