Common use of Methods for Referrals Clause in Contracts

Methods for Referrals. The Northwest Workforce Management Team is responsible for the design and implementation of a comprehensive referral system. In addition, the Workforce Management Team will provide oversight of the referral system, including on-site access. The conceptual work of its Customer Service Delivery Design Review Team has been adopted. Organizations party to this Agreement further agree to refine and develop this foundational work into a fully implemented system of cross agency referral adherent to the guiding principles described below. The primary principle of the referral system is to provide integrated and seamless delivery of services to workers, job candidates and businesses. A referral to a program’s representative while on site at the WorkSource Center is the preferred method of providing services within the WorkSource Centers. This approach includes the use of scheduled, itinerant staff at the WorkSource Center when it is not possible to house a partner on-site full time. To facilitate such a system, the organizations agree to: 1. Strive to provide services on-site, wherever feasible, rather than via referrals to another location, 2. In circumstances where/when on-site referrals are not feasible or available, staff shall first strive to provide a direct linkage through technology to a program staff member who can provide meaningful information or service delivery in real time, 3. Ensure intake and referral process is customer-centered and provided by staff skilled in customer service, all programs’ basic eligibility and participation requirements, and use of the region’s common process and tools, 4. Provide materials summarizing their program’s requirements and making them available for customers and for partners. 5. Ensure maintenance of program information on DAWN’s program referral template for partner access. 6. Regularly evaluate ways to improve the referral process, including customer satisfaction and the evaluation of leveraged resources, enrollment goals, and performance outcomes.