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2.3 Customer Populations


Chapter 2.3.1 Resources

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Chapter 2.3.2 Resources

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2.3.1 Overview

Effective date: August 1, 2020

The one-stop delivery system serves two primary customers – employers seeking talent and job seekers seeking employment.

2.3.2 Employers

Effective date: August 1, 2020

Employer Services, also known as Business Services, are provided through the one-stop delivery system1 to all interested employers, including small businesses and organizations representing businesses. In particular, employers in in-demand industry sectors or occupations should be targeted to receive services from the local one-stop delivery system.

All business services and strategies must be reflected in the Local Plan.

Effectiveness in Serving Employers is tracked as a primary indicator of performance under WIOA and must be documented in Job Center of Wisconsin Business.

2.3.3 Job Seekers

Effective date: August 1, 2020

Services are provided through the one-stop delivery system to individuals seeking employment opportunities. WIOA places emphasis on serving the following populations:

Youth and Young Adults

Services to youth and young adults, both in-school and out-of-school, are provided through the one-stop delivery system.

WIOA Title I Youth Program staff will partner and collaborate with other core program staff including those who work in Titles II, III, and IV programs, as well as the Departments of Public Instruction, Children and Families, and Corrections to develop the materials, information, and trainings pertaining to WIOA youth that will be provided to appropriate Job Center staff. This type of cross-training will increase staff knowledge and understanding of the youth coming into the Job Center looking for programs and services, as well as create opportunities for youth participants that have different skills and experience levels.

Individuals with Barriers to Employment

WIOA places high priority on serving individuals with barriers to employment.1 Please see Policy 11.13 for a full definition of individuals with barriers to employment.

DWD-DET requires career planners to collect information on individuals' barriers to employment at program intake and document them appropriately in the participant file and ASSET. Barriers should be considered in determining appropriate employability plans and service strategies for one-stop delivery system customers but should not prevent customers from accessing services from any appropriate programs. Identifying barriers can help establish WIOA Title I Youth Program eligibility, WIOA Title I Adult Program priority of service, and can impact negotiated levels of performance via the Statistical Adjustment Model.

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.

In-Demand Occupation

Effective date: April 29, 2019

An "in-demand occupation" is:

  1. an occupation in an industry sector that:
    • has substantial current or potential impact (including through jobs leading to economic self-sufficiency and opportunities for advancement) on the state, regional, or local economy, and
    • contributes to the growth or stability of other supporting businesses, or the growth of other industry sectors;

  2. an occupation that currently has or is projected to have a number of positions (including positions leading to economic self-sufficiency and opportunities for advancement) in an industry sector so as to have a significant impact on the state, regional, or local economy.

The Wisconsin Governor's Council on Workforce Investment or local WDB determines if an industry sector or occupation is in-demand, using state and regional business and labor market projections, including the use of labor market information.

WIOA Sec. 3(23)


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