13-11 Managing Financial Aid - Desk Aids

Purpose

Introduce a series of new desk aids posted on www.wrksolutions.com .  These desk aids will detail our process for how several parts of Workforce Solutions work together.

Background

In the last several months our call centers have begun to take more responsibility for managing the financial aid we provide to customers.  This allows career office staff to concentrate on filling job postings and helping people prepare and go to work.  It allows the Financial Aid Payment Office to work with vendors and manage Workforce Solutions funds. 

The call centers are the hub that connects the career offices and payment office.  

Relationships in the System

To provide high quality efficient service to our customers we must have a common understanding of how each part of our system relates to the others. 

• It must be clear who is responsible for each of the functions necessary to provide good service
• We  must have a common understanding of how to communicate with each other
• We need a vehicle to notify everyone of responsibilities and methods of communication    

Desk Aids on www.wrksolutions.com

We will use the desk aids to provide detail to the system on whom and how parts of the system work together.  The first two desk aids are at Desk-aids

1. Using FACS to communicate
2. Attendance Card Violations

Action

1. Workforce Solutions contractors must make sure that all office managers, supervisors, and staff are aware of this information.
2. Board staff will send email to contract managers when we post a new or changed desk aid to the web. 
3. Contract managers are responsible for assuring that staff is aware of the information and uses it as intended.  

Questions

Staff should first ask questions of their managers or supervisors.  Direct questions for Board staff to the staff web Q&A at Contract Management in the Staff Resources.

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