Narrative: c.

Consolidated Veteran Services Representative (CVSR): 

In accordance with Title 38, Section 4104, and as outlined in VPL 03-14 Changes 1 and 2, VPL 07-14, VPL 03-19, and VPL 01-20 guidance; CVSRs perform both roles of DVOP and LVER to serve Veterans who are economically and/or educationally disadvantaged, serving the most vulnerable and underserved eligible customer populations by strategically locating them in targeted WorkSource locations and outstations. This includes a dedicated CVSR to serve tribal Veterans and bring additional awareness of the services AJC’s also offer to those members of the 29 federally recognized tribes in our state. 
 

Disabled Veteran Outreach Program (DVOP) Specialists Assigned Duties: 

In Washington State and in accordance with VPL 01-20, Consolidated Positions are titled CVSRs, and their actions are included when referring to DVOP actions.  In accordance with Title 38, Section 4103A, and as outlined in VPL 03-14 Changes 1 and 2, VPL 07-14, and VPL 03-19; the state’s DVOP and CVSRs will support eligible Veteran and other eligible persons with SBEs who were assessed by non-JVSG staff through a Veterans screening questionnaire and if they are deemed eligible, are referred to a DVOP or CVSR for ICS.  

The DVOP or CVSR will provide ICS to eligible Veterans and other eligible persons with SBEs using Individual Case Management Model (See Fig. 1) conducting comprehensive assessments to identify and document barriers to employment; if added to a caseload, create an IPP to set goals and action items to overcome both barriers to employment and areas that are preventing the customer from being job ready. DVOP and CVSRs follow up with case managed customers on at least a 14-day cycle for consistent contact; recording those services, taking case notes, and documenting exit outcomes in our state’s case management system. 

When barriers are adequately resolved, DVOPs facilitate connection of their job ready, case managed customers with LVERs and/or BSTs through delivering targeted resumes and job descriptions to facilitate professional introductions with hiring authorities; along also with assisting in facilitating Veteran placements through the WIOA OJT program. 

DVOP and CVSRs support VA VR&E program participants that are referred through the ISC. These participants are identified by VA Vocational Rehabilitation Counselors (VRC) as “Job Ready,” or in need of vocational guidance that requires a review of labor market information to assist participants with making appropriate career goals before being accepted into the VR&E program. DVOPs and CVSRs submit case management and employment status on Monthly Progress Reports (MPR) on VR&E participants to both VRCs and the ISC.  This report includes contact information and methods, progress narratives, job preparation workshops attended, employment barriers discovered, IPPs (and updates), successful employment outcomes, and other information valuable to a VRC on their participant.  When VR&E participants reach employment outcomes, DVOP and CVSRs will continue to case manage the customer for an additional 60 days before coordinating with the VRC for a successful closure, to ensure the job placement is satisfactory and the participant can be identified by the VRC as being successfully rehabilitated. 

When a caseload is not full, DVOP and CVSRs conduct outreach to locate SBE eligible customers in a multitude of ways, evaluating effectiveness of efforts of outreach techniques and outstation locations through the community and modify as needed.  Examples of outreach efforts include staffing Stand Down events to connect with homeless Veterans; jails, prisons, and Veteran court forums to connect with justice-involved Veterans and those touched by the justice system; outstation within a VA medical center for VA staff referrals for the homeless, ill, or injured Veteran; and use of internal data reports for potential eligible customers who create a new WorkSourceWA.com profile or apply for new Unemployment Insurance benefits.  These outreach efforts are all designed to seek out and locate SBE eligible Veterans for DVOP and CVSRs to provide ICS. 

Intensive Services Coordinator (ISC) 

The ISC will work with VA VR&E Employment Coordinators, VRCs, and Veteran participants that have completed a vocational training goal through VA’s Veterans Benefits Administration education benefit Chapter 31 and have been deemed job ready by a VRC.  The ISC refers these Veterans to a local DVOP or CVSR for case management and are tracked until they have found suitable and matching employment to their vocational goals, or they exit the program.  The ISC tracks progress and outcomes through a Monthly Progress Report (MPR) and helps to facilitate closures in coordination with the VRC. The ISC additionally facilitates an optional recurring VR&E orientation that VRCs can refer incoming participants to for introduction to the WorkSource/AJC system.  This earliest point of introduction sets the stage for a successful partnership when the participant completes their vocational plan and is referred to a DVOP or CVSR when deemed job ready. 

The ISC manages referrals through the DOL-VETS ENPP. For ENPP, Employment Navigators from over 30 select global military installations pre-screen and refer those TSMs who have been determined to not meet career readiness standards to our state. Washington State is not a location for this pilot; however, our state does receive referrals from these Employment Navigators. When a referral is received, the ISC responds to the Employment Navigator to accept the referral and then immediately engages the TSM to create a WorkSourceWA account. Once an account is created, the ISC will make a warm handoff to the WorkSource closest to the returning TSM’s Washington home. Based on the self-attested profile in creating their account, if the customer is DVOP or CVSR eligible, the ISC will make a direct referral. For those not meeting eligibility, the referral is made to the specific WorkSource office nearest their intended Washington location. 

In coordination with the Washington State Department of Corrections, those incarcerated Veterans who are anticipating release within 90 days, are pre-screened, and referred to the ISC, who in turn, refers to the appropriate DVOP or CVSR based on the region they are anticipated to be released. Connecting the DVOP or CVSR to the Veteran before release offers a unique opportunity for the customer and case manager to assess challenges and begin the early stages of plan development. When the Veteran is officially released and chooses to engage the DVOP or CVSR, immediate case management can occur and ultimately reduce the gap between release and satisfactory employment. 

In partnership with the National Association of State Workforce Agencies (NASWA), the Hilton organization is making the career transition easier for current and former military members and their families, through the Hilton Honors Military Program, providing up to 100,000 lifetime points. Eligible participants include TSMs, Veterans, Active-Duty Military Spouses, and other eligible persons to support needed travel for verifiable employment-related activities, such as a job search, interviews, or training for a new job. Points can be redeemed for a hotel room at any Hilton affiliated property. The ISC screens submissions, ensures applications are complete, and processes eligible requests and submits them to NASWA for final approval. Points are not awarded for vacations or non-employment activities, and no one is guaranteed to receive points. The ISC also participates in related NASWA monthly meetings, submitting results and reporting on success stories and best practices related to Hilton Honors Military Program. 

Local Veterans’ Employment Representatives (LVER) Assigned Duties: 

In accordance with Title 38, Section 4104, and as outlined in VPL 03-14, changes 1 & 2, VPL 01-20, and VPL 03-22; the role of the LVERs and CVSRs is to promote the hiring of Veterans with Local Workforce Development Boards (LWDBs), businesses, employer associations, and business groups. LVER and CVSRs will integrate with BSTs, where gains can be made in promoting the hiring of Veterans with local employers. 

LVER and CVSRs conduct outreach to the employer community and facilitate connecting targeted resumes from Veterans, who are referred by DVOP and/or other AJC staff, to hiring managers to highlight and bring attention to the skills and talent the Veteran possesses. Working in collaboration with LWDB, SBLT, and integrated within BSTs, enables the LVER or CVSR to conduct employer site visits, executing hiring events, assisting with recruitment, job posting, and/or coordinating OJT opportunities for Veterans. 

Employers are educated on available financial incentives in combination with the benefits of hiring Veterans, including the intrinsic qualities, training, resilience, and flexibility many Veterans possess.  The LVER or CVSR will explain these practical advantages of hiring Veterans, as well as the tangible benefits, such as the Shared Work program, Federal Work Opportunity Tax Credit, Washington State Public Utility Tax Credits, Business and Occupation Tax Credits, and the potential for partially funded OJTs. The LVER and CVSR routinely host or partner on employment events and specialized hiring events focused on the hiring of Veterans, while also promoting credentialing, education, and training opportunities. This includes direct entry into apprenticeship, pre-apprenticeship, and skilled-based training programs. 

Washington’s LVER and CVSRs understand the inherent value of an employer being recognized through the hiring of Veterans.  At hiring events, the LVER or CVSR collect contact data and conduct employer outreach to promote One-Stop services and known DVOP job ready Veterans, where appropriate. Since 2016, our state has promoted the YesVets hiring initiative to recognize Washington employers who hire Veterans. YesVets is an initiative in partnership with ESD, Washington Department of Veteran Affairs (WDVA), Department of Commerce, Washington State Military Transition Council, Washington State SHRM, and local chambers of commerce across the state. At the time of this plan’s submission, 7,261 Veteran hires have been recorded from 1,832 participating employers since the 2016 inception. The ESD Commissioner also recognizes Veteran hiring employers of excellence by awarding small, medium, and large Washington employers with an annual Hire-A-Vet Employer of the Year (HAVEOY) award. Besides being a YesVets-registered employer, the criteria for this award are strategically aligned with the HVMP Gold standard criteria offering both credible data driven winner selections and ensuring HAVEOY eligible submission meet HVMP’s gold level eligibility.  LVER and CVSRs promote both YesVets and HVMP, ultimately offering earned positive recognition for businesses from both the state and national spotlights for hiring Veterans. 

LVERs and CVSRs assist both the DVOP and AJC staff with identifying and increasing skill development opportunities and employment for all Veterans by coordinating with employers in a variety of ways. As described earlier in Section A, Washington’s Statewide LVER develops relationships with our state’s largest employers and provides warm handoffs to the local-area LVER or CVSR through a collaborative and peer-type partnership. LVERs and CVSRs leverage their SHRM memberships to develop relationships and promote WorkSource services to employers. An example of how a LVER or CVSR can leverage SHRM includes the opportunity to serve on SHRM board roles and in local chapter leadership positions, building for greater capacity and local business credibility. 

LVERs and CVSRs offer training to internal and external WorkSource AJC partners, chambers of commerce, SHRM, Rotary, and other business/employment focused organizations on topics like POS, translating transitional skills of a Veteran, and Veteran cultural competency, along with all the WorkSource services that support businesses and job seekers. LVERs and CVSRs also participate in cross functional teams to further build and maintain professional relationships, facilitate specialized job search workshops, establish job search groups, and job clubs in collaboration with BSTs and local employers. This has proven beneficial in providing employers a better appreciation for the challenges faced by Veterans in transitioning to civilian employment as well as providing employers insight into the knowledge benefits of improved understanding of military skills and experience. LVER and CVSRs also work with partners like Employer Support of the Guard and Reserve (ESGR) and Office of Federal Contract Compliance Program (OFCCP) to assist employers, federal contractors and sub-contractors with meeting and understanding their Uniformed Services Employment and Reemployment Rights Act (USERRA) and OFCCP requirements. LVERs and CVSRs have a customer service generalist role and refer most questions, concerns, and all requests for assistance to DOL-VETS at the earliest point possible.

Per 38 U.S.C. 4101 (f) and VPL 03-22, every WorkSource office assigned with LVER and CVSR staff will submit a quarterly site manager report for delivery to the Washington State Director VETS, due 45 days following the end of each quarter, reflecting “compliance with Federal law and regulations with respect to special services and priorities for eligible Veterans and eligible persons.” In Washington, the LVER and CVSR complete this report for their assigned office (though multiple offices may be combined in the same report), with a narrative of the time period covered, the office and area covered, report author, and content that addresses: outreach efforts to employers; eligible Veterans and persons enrolled in DVOP case management; outreach efforts to locate and serve Veterans and other eligible persons with barriers to employment; and compliance with Priority of Service requirements. Program management staff will monitor these quarterly site manager reports for best practices, success stories and are submitted per VPL 03-22 guidance.