Narrative: e. 4. C.

The previous four Program Years (PY2011 - PY2014) were analyzed to determine whether LWC met its goals in the provision of quantitatively proportionate and qualitatively equivalent level of services to MSFWs compared to the whole population of LWC customers. LWC provided services to an average of 207 MSFWs each year. In PY2012, LWC only met two (2) of the five (5) Equity Ratio Indicators. The shortfall was attributable to the fact that during that year, MSFWs were not being properly identified and recorded. Thus the level of services provided to MSFWs was not properly captured in reports. Each year since that time, LWC has met or surpassed its goals for the Equity Ratio Indicators and Minimum Service Level Indicators.

A continuing challenge for the One-Stop staff is identifying who may be an MSFW. Considering that most in the state who may qualify as an MSFW do not consider farm work as their career, they tend to omit farming experience from their resumes, focusing instead upon more desirable occupations. It is suspected that some HIRE registrants qualify as MSFWs but are not identified in the system. Services are provided to them but the services do not count toward the Equity Ratio Indicators and Minimum Service Level Indicators. Simply identifying MSFWs and recording the services provided to them in HIRE should increase both indicators, while providing expanded options for service through partner MSFW programs.

The use of the ES Complaint System and reporting of complaints will be improved upon through new policies and a better defined complaint system. At present in many cases when a complaint arises, the issue is often resolved in-house or the complainant is referred to an organization that can assist in the complaint. With these cases the complaint and resolution or referral goes unrecorded. Further staff training and promotion of the use of the ES Complaint System as described in Outreach Activities (2)(B) above should improve or alleviate any weaknesses in these two areas. Additionally, the SMA will continue to train and encourage One-Stop staff in identifying and reporting MSFWs and services to MSFWs.