One-Stop Employment Services Centre Model – Referral Practices

Lessons Learned

Understanding clients’ needs are critical

For staff at one-stop employment services centres, serving job seekers should always be their first priority. The common principle of the one-stop employment services centre model is to serve all job seekers regardless of their circumstances, but there have been challenges doing so within this model. A common finding in the literature is that one-stop centre staff have had challenges serving clients with diverse needs, particularly immigrant clients and people with disabilities. Investing in diversity training is seen as one important method for overcoming this challenge. Another recommendation is to consider moving to a distributed services model, where centres increase their number of satellite locations and/or rely on specialized community resources, allowing their services to be more catered to clients from specialized population groups.

(Flentje & et al, 2010Nice & et al, 2009; Strong, 2012)

Promising Practices

Providing one-stop staff with tools for assessing clients’ skills and needs

The Service Referral Module (SRM) has been implemented at one-stop career centres in the state of Georgia to better match clients’ needs with the centres’ services and improve their referrals to other skills training organizations. Staff at these centres are equipped with tools that they can utilize to assess their clients’ needs and further allow them to make appropriate referrals based on their clients’ assessment results. More specifically, SRM provides one-stop staff with a systematic referral process that matches clients to different training organizations by according to an assessment of their characteristics.

(Eberts & et al, 2002Eberts & O’ Leary, 2002)

Increasing personal interaction with training agencies and organizations

Most Jobcentre Plus advisers in the UK are actively engaged in networking with other service providers, including training organizations. Communication has been the key factor in facilitating good working relationships as more face-to-face meetings and ‘informal chats’ between staff at Jobcentre Plus and training organizations contributed to a smooth referral process. For instance, disability employment advisers at Jobcentre Plus attended events where they were able to network with other service providers, including training organizations, and personally visited other service providers to introduce their services and learn more about what other services are available that would be useful for their clients. Effective networking methods include giving presentations to other service providers and holding regular joint meetings. This proactive approach by Jobcentre staff has led to a greater understanding of client cases and more informal referrals between Jobcentre Plus and service providers.

(Nice & et al, 2009)

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