Does not know basics of job or Respects job-seeker and/or Treats customers better than Open Professionalism in Workforce information employer confidentiality expected Delivering Our your job and focus Controls own emotions when Fails to learn job basics or Center Gives attention to customers on work- and job-related customers lose control of information rather than starting them on a activities at work theirs project and then leaving them Finishes non-business activities Takes/ creates opportunities before assisting customers Follows up to help customers to deescalate customer with new questions or Rolls eyes, sighs, or otherwise confrontations problems makes customers feel like Focuses on the situation, not they are a bother Follows the code the person Tells a customer don’t do Helps with basic customer “We Treats coworkers with the that/ we can’t help you here.” questions or needs on all utmost respect and employer Does not provide a service, Seeks information on which programs and services program, or product customers are likely to advertised or promised up-to-date on offered come in, anticipates their programs and services Bluffs the customer when an likely needs, and has answer to a question is Tells the customer don’t “I materials and services unknown know—let’s find out ready for them together” Refers customers to resources Makes referrals to coworkers or outside the and Partner partners network, even when they are outside the scope and mission of the Center
Open Professionalism in Delivering Our your job and focus on work- and job-related activities at work Does not know basics of job or Workforce information Fails to learn job basics or Center information Finishes non-business activities before assisting customers Rolls eyes, sighs, or otherwise makes customers feel like they are a bother Tells a customer “We don’t do that/ we can’t help you here.” Does not provide a service, program, or product advertised or promised Bluffs the customer when an answer to a question is unknown Respects job-seeker and/or employer confidentiality Gives attention to customers rather than starting them on a project and then leaving them Follows up to help customers with new questions or problems Follows the code Helps with basic customer questions or needs on all and employer programs and services up-to-date on offered programs and services Tells the customer “I don’t know—let’s find out together” Makes referrals to coworkers or partners Treats customers better than expected Controls own emotions when customers lose control of theirs Takes/ creates opportunities to deescalate customer confrontations Focuses on the situation, not the person Treats coworkers with the utmost respect Seeks information on which customers are likely to come in, anticipates their likely needs, and has materials and services ready for them Refers customers to resources outside the and Partner network, even when they are outside the scope and mission of the Center
Workforce-Centers-Handbook-AUG-2018.docx