Narrative: III. a. 2. C.

The MPWS works collaboratively to develop a process that will facilitate smooth referrals between and among the various one-stop partner agencies and sets an expectation that each partner holds their staff accountable for knowing enough about each available service in order to give an individual the information they need to make an informed choice. If a partner is unsure of an agency to refer customers to, the partner may make a referral to the local job center. Offering integrated services to individuals plays to the overall strength of delivery of services to individuals with barriers and supports the implementation of policies and practices for service design and delivery to maximize efficiency and access to services for our customers.

This process ensures that partners are providing high-quality, customer-centered services, including supportive services, throughout the workforce system. It brings together workforce development, education, and other human resource services in a seamless customer-focused delivery network that enhances access to services. Long-term employment outcomes are improved for jobseekers as partners administer separately funded programs in compliance with their individual statutory requirements while continuing to provide a set of integrated, streamlined services to customers.

• JVSG staff provide outreach services to veterans at service delivery points (SDPs) that have no LVER DVOP, or CODL assigned. In rural areas, Missouri assigns CODL staff to maximize services, affording regularly scheduled availability at remote job centers or other sites where DOL funded programs operate to maximize opportunities for veterans and minimize travel requirements for unemployed veterans. Outstation and outreach sites may include job centers, military installations, National Guard and Reserve component armories, Department of Veterans Affairs (DVA) facilities, homeless shelters, prisons, and other sites as appropriate and agreed to by impacted parties. CODL staff will conduct outreach to employers and conduct outreach to community agencies, veterans' organizations, etc. and share information gained from these contacts with SDP staff.

• To ensure cohesion with the MPWS, AEL provides relevant regional labor market information in its IET Strategic Plan. The Strategic Plan unites this information with IET basics and identifies potential partners, laying the groundwork for all local AEL programs to enhance their workforce development offerings. The MPWS also assists AEL service providers in partnership development with targeted technical assistance and one-on-one introductions. Collaboration with partners through the MPWS catalyzes statewide partnership development that AEL fosters locally. AEL reports on the progress of its IET Strategic Plan to all MPWS stakeholders annually. DESE AEL staff are members of the Missouri Association of Workforce Development (MAWD), and an experienced local IELCE program director represents AEL on the MAWD Advisory Board.

• Missouri strives to provide customer-focused quality services to allow staff time to focus on service delivery rather than bureaucratic processes. Missouri continuously pursues avenues to streamline processes, remove bottlenecks, and break down organizational silos. Missouri is consistent and progressive in taking measures to limit waste by utilizing electronic filing systems when possible and identifying and eliminating unnecessary paperwork and outdated practices. 

• OWD places a high emphasis on monitoring quality service delivery and compliance by the local workforce boards and subcontractors. OWD’s compliance unit develops statewide policies and issuances designed to ensure quality service delivery, performs desktop and in-person monitoring of all case management activities and practices, and provides technical assistance to support consistency in the delivery of customer service. Local partners continue to streamline their own policies, procedures, and practices and follow required state policies regarding customer eligibility and data system management.
• DES and the OWD are jointly responsible for the operation of Missouri’s Reemployment Services and Eligibility Assessment (RESEA) Program.

• DES partners with OWD to offer extensive re-employment services for jobseekers. The collaborative efforts maintain an environment within both agencies that allows data sharing which sustains a large number of programs aimed at improving the ability of unemployed workers to find new jobs or seek further education to enhance opportunities for re-employment. An example of this is implementation of the job matching system, where an unemployed worker is provided with available job openings matching their skills and prior work history when filing an unemployment claim.

• All WIOA partners mutually agree to make services available to participants referred by another partner. The partners mutually agree that regardless of which partner initiates services, it is the shared responsibility of all partners to contribute, as appropriate, to the success of a participant’s career pathway.