Iowa Workforce system evolves to improve service

By Dee Vanderhoef

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Iowa Workforce Development is committed to its overarching mission of contributing to the economic security of Iowa's workers, businesses and communities through a comprehensive statewide system of employment services, education and regulation of health, safety and employment laws. In order to achieve this mission, we must provide services to as many Iowans and businesses in a multitude of locations across Iowa.

In the summer of 2011, IWD launched a new delivery model born of financial need but, more important, through a desire to use technology to bring services closer to individuals in need - a greater level of access through 500 access points, 16 regional one-stops and three satellite offices; and more opportunities to connect with a workforce professional.

Workforce professionals are available to Iowans via a toll-free number and live chat at the access points from 8 a.m. through 8 p.m. Monday through Friday and 10 a.m. to 2 p.m. on Saturdays. Iowans truly have access to workforce services and professional staff more frequently and in more locations than 55 bricks and mortar offices, many operating far less than the traditional Monday through Friday hours of government services.

As the IWD has transitioned the workforce system over the last several months, numerous opportunities and challenges have presented themselves. However, use of the new system demonstrates its success. Of the 36 offices that no longer exist, they averaged 14,000 services delivered to Iowans each month. In November, the total services delivered through the Access Point system alone topped 16,400. More services have been delivered to Iowans through the new system.

Additionally, no one could prepare for the response IWD would receive for services during the non-traditional hours, particularly the hundreds of contacts received each Saturday. Iowans are seeking assistance during times that fit their personal schedules, something not offered in the traditional model.

Region 10 of the workforce system consists of Benton, Cedar, Iowa, Johnson, Jones, Linn and Washington counties. We have 44 Access Points serving the region. This is in addition to the regional one-stop in Cedar Rapids and a satellite office in Iowa City. Iowans have 43 more workforce services locations now than in December of 2010. This is a positive for Iowans. The 43 additional sites allow Iowans to seek services in a familiar setting, closer to home on a time frame that fits personal needs. Individuals desiring in-person services can still visit the full-time offices in Cedar Rapids and Iowa City.

Recent published remarks indicated the Washington Library was unhappy with being an Access Point. The department has reached out to the librarian and offered potential solutions. Originally, the library had selected to install the Access Point program on its computers; however, this created a conflict as the library does not allow patrons with fines to use the computers. It is the department's goal to provide Access Point services at our partner locations within the confines of their usage rules.

The Washington librarian suggested another way to resolve the issue and IWD fully supports her suggestion. This will create a stand-alone system that offers the Access Point program on a separate computer that can be used by all patrons.

IWD offers all access points the use of a refurbished department computer. By working together to resolve the issues, we're able to fully engage in a great new partnership to serve Iowans.

Our Access Point partners have brought forth numerous suggestions for enhancing the service. These have included changes in the login process, printing opportunities, additional targeted information for students and more. We value the information our partners bring forward, and we can work together to provide better services for Iowa.

Dee Vanderhoef of Iowa City is Chair, Iowa Workforce Development Board. Comments: IWD.Customer

Service@iwd.iowa.gov