VIRTUAL SERVICES HANDBOOK

February 2019

Copyright © by Dynamic Workforce Solutions. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. Printed in the United States of America.

Table of Contents Welcome to Dynamic Works Institute! 3

About Dynamic Workforce Solutions 4

DWFS Locations (The parent company) 6

Dynamic Works Institute (The subsidiary company) 6

Contractor Training and Onboarding 7

Understanding Your Contract 7

Virtual Success Coaching 8

Prep 9

Connect 10

Bridge 10

Coaching 10

Mentored Lessons 11

Person-Centered Planning 15

SMART Goals 21

Mentored Platform Training 22

Missed sessions 33

Case Notes 34

Case Note Recording 36

Webinar Presentations 37

Virtual Service Outreach 38

Invoicing 39

Technology 40

Welcome to Dynamic Works Institute!

This Virtual Services Handbook has been developed to help you become acquainted with Dynamic Workforce Solutions (DWFS) and answer many of your initial questions. It is intended to familiarize you with important information about the Company, as well as to provide guidelines for your employment experience with us in an effort to foster a safe and healthy work environment. This handbook will guide each new Virtual Services contractor as they join the team. As an employee of Dynamic Workforce Solutions; Dynamic Works Institute, you are very important. Your contribution cannot be overstated. Our goal is to provide the finest-quality services to our customers and to do so more efficiently and economically than our competitors. By satisfying our customers' needs, we ensure they will continue to do business with us and will recommend us to others. You are an important part of this process because your work directly influences our reputation and success. We are glad you have joined us, and we hope you will find your work to be both challenging and rewarding.

Terri Leisten President www.dwfs.us www.dynamicinstitute.com 817-807-5285 Expect Extreme Customer Service

About Dynamic Workforce Solutions

OUR MISSION The DWFS team members drive economic growth in the communities we serve by providing innovative, reliable workforce development and training solutions that result in a prepared talent pipeline positioned for tomorrow’s jobs. OUR CUSTOMERS We define our CUSTOMERS as our funding sources, our business clients, our program participants, the communities we serve and our employees. OUR COMMITMENT We commit to maintaining a culture of partnering with our customers and are engineered to drive continuous improvement with measurable exceptional performance. We are a highly effective team that delivers Extreme Customer Service and outstanding outcomes for the people and businesses we serve. EXTREME CUSTOMER SERVICE The foundation of DWFS is built on the cornerstones of Extreme Customer Service. These are the non-negotiable expectations for every DWFS employee to every internal and external customer. These behaviors are expected of every employee at every level of the organization. The cornerstones of Extreme Customer Service include:

● Relationship building ● Effective communications ● Being solutions driven ● Value enhancement

The goal is that every customer, internal or external, has a consistent Extreme Customer Service experience regardless of the circumstances.

Those customers include:

● Our funding sources and partners ● The employers we work with ● The communities we serve ● Our program participants ● And our internal customers including peers, subordinates and bosses ● As our name implies DWFS is a dynamic organization. DWFS has a focus on continuous

improvement and building organizational strength through planning, strategic implementation, measuring and modifying and not just taking a slow and steady approach.

● Having clearly defined expectations on how each employee interacts with every customer helps them confidently own the interaction and represent the organization in a way that meets the needs of the customers, employees and the company. These expectations are built into the culture of the organization.

4 Dynamic Cornerstones of Dynamic Workforce Solutions Presentation This presentation provides an overview of the non-negotiable expectations for every Dynamic Workforce Solutions employee to every internal and external customer: https://uploads.dynamicinstitute.com/Demo/ECS_Videos/4_DYNAMIC_CORNERSTONES.mp4

DWFS Locations (The parent company)

DWFS, the parent company, provides One-Stop Management and Program Operations that coordinate multiple diverse programs and partner resources through creative solutions, customized plans, and collaborative outreach to meet and exceed performance and customer service. We are customer focused with an emphasis on seamless service delivery, performance excellence and financial integrity and accountability. Our DWFS operations and locations are ever evolving. For a complete list of our operations and leadership, visit: http://www.dwfs.us/locations.html http://www.dwfs.us/leadership.html

Dynamic Works Institute (The subsidiary company)

Dynamic Works Institute, a nationally recognized leader and innovator in the Workforce Development System, has been delivering advanced online, self-paced training and classroom-based training solutions for over 16 years. Dynamic Works Institute, sometimes referred to as Dynamic Works, began as a small company in Florida in 2000, with one mission – to train workforce development professionals for the State of Florida Department of Labor offices. Throughout the past decade, Dynamic Works has created a proven approach to online training, and refined our approach to designing off-the-shelf and customized, interactive training for customers with multiple objectives. We have evolved from a single state recognized staff development brand to one of the most successful customized education and training companies. Specializing in custom training packages, Dynamic Works Institute provides various forms of training and professional development to workforce professionals and customers nationwide. Dynamic Works Institute has over 38,648 students who have taken more than 783,414 courses and been awarded more than 15,500 certifications.

Our courses are taken in all 50 states, Puerto Rico, Virgin Islands and Guam and our curriculum is

recognized by the National Association of Workforce Boards (NAWB) and by the National Association

of Workforce Development Professionals (NAWDP). Dynamic Works has received NAWDP’s Award of

Excellence for Professional Development; the Senator George Kirkpatrick Workforce Innovation Award

from Workforce Florida, Inc., and in 2011 was a finalist in the search for UI Workforce Connectivity

Promising Practices.

Since 2010, we have expanded our custom offerings to address the specific needs of the US Department of Labor, the University of Michigan School of Social Work and Concordia University of Irvine, California. Dynamic Works Institute prides itself in maintaining our commitment to represent the culture and values of the schools and organizations we serve. We provide our customers with high quality training services, fiscally responsible and accountable project management practices, and continually improving levels of customer satisfaction.

Contractor Training and Onboarding

New employees will receive 20 hours of training that includes 10 hours of training during onboarding and 10 hours of collaboration training. Training will include webinars and personal mentor training. New employees are required to complete the following Dynamic Works Institute training courses within 30 days of being enrolled:

● DWFS Employee Orientation ● Preventing Sexual Harassment ● Diversity ● Ethics ● Extreme Customer Service ● The Dynamic Cornerstones

In addition, each operation may have additional required training modules that you may be asked to complete. Login at: https://www.dynamicinstitute.com/

When enrolling in Dynamic Works, you will then receive 2 emails: One with login credentials, and one email welcoming you to Dynamic Works Institute with instructions on what to do if you need to reset your password.

Understanding Your Contract

Each contractor will have a contract specific to your agreed position. The Scope of Work will outline specific duties and a signature is required in order for work to begin. Contracts will be good for one year unless otherwise stated.

Virtual Success Coaching Design Session All VSC services are provided through the Mentored platform (www.mentored.com). As all operations

vary slightly based on customer detail, geographic setting and time zones, a “Mentored Program

Summary” is customized to the local site receiving VSC services. VSCs should review the summary for

each site location where they have assigned Customers. Customers will access the mentored platform

and receive services from an assigned Virtual Success Coach in the following sequence of events:

Our goal is to wrap our services around each program’s unique service delivery model.

Prep- to be completed by the workforce center

Participants have completed the pre-qualifications for the program, the customers are ready for a Virtual Success Coach (VSC) assignment:

● Assessment of technology to determine customer availability of internet connectivity, smartphone or computer access for virtual sessions, text messaging.

● Communication with Work Experience site to determine availability of technology for customer.

● Confirmation that customer is able to participate in mentored program at work experience site. ● Suggested work space area where customer can discuss work details with VSC coach. ● Discussion of short-term placement goals with customer. ● Identify tangible customer goals related to work experience.

The workforce will complete the Virtual Success Referral Form. A referral must be completed for a VSC to be assigned. The Virtual Services Manager will connect the VSC with the lead to conform scheduling.

Referral link https://form.jotform.com/82626584984170 The workforce center will register the customer on Mentored. • Visit the website: https://dynamic.mentored.com to establish the customer account • Create User ID and password • Sign in with password: mentor123 • Participant will complete the profile • Choose correct time zone

Connect-this is the interaction between the VSC and the customer

(Orientation) On the designated date/time the lead, CN, TAS or case manager will introduce each participant scheduled to the Virtual Success Coach (VSC) during Orientation session (the first contact). This introduction will be between 15-30 minutes and will be conducted on Mentored. Goals of this session:

• VSC will schedule consistent weekly appointments to take place virtually at any location the participants desires.

• Ensure the participant knows how to meet for sessions (Mentored site). • Confirm understanding of the technical requirements. • Assign task for customer if applicable

Bridge

(Hit the Ground Running) Hit the Ground Running session occurs the first individual session between the coach and the customer. The relationship that you build during this process is important to the Customer’s success and their ability to succeed in reaching their goals. Virtual Success Coach and Customer will get acquainted, share goals, and establish some session guidelines. You may use the information on Mentored or you may assign tasks of your choice. Guidelines and Tasks to consider:

● Review resume. ● Review StrengthsFinder assessment. ● Show customer how to complete tasks assigned in the mentored platform and establish task

completion goals for the week. ● Discuss Customer Work Experience assignment: Where are you working? What will you be

doing? Who is your supervisor? Do you have any concerns about the placement? What are you most excited about as you start your placement? (open response question #3).

● Note the first impression the customer is making on you. This sort of impression may be the same he/she will make at a job interview or on the job. If you sense an opportunity for changing this impression---for example, poor eye contact, low energy, distracted, make a note to raise the issue at an appropriate time during your sessions together.

Coaching

(Virtual Sessions continue) VSCs and Customers have 1 hour of virtual session time during each scheduled appointment. 30 minutes is allotted for virtual discussion with the Customer, and 30 minutes is allotted for case notes. Use Person-Centered planning, SMART Goals, and Motivational Interviewing to help guide your sessions along with case notes guidelines. All sessions are to be completed via the dynamic.mentored.com platform. Coach will contact the workforce point of contact before the last session to schedule a hand off back to the workforce center Preparation:

● Use Mentored or Google Voice to send a reminder to the customer of the regular scheduled virtual session with customer (see Mentored Platform Training).

Session:

● Engage in small talk briefly to allow the opportunity for the Customer to direct the conversation. ● Observe the Customer’s state of mind- happy, sad, distant, sleepy, etc. That can help you open the

conversation, for example, “You seem excited today, tell me about that.” ● If it's the first session, I note the sort of first impression the Customer is making. That may be the

impression s/he will make at a job interview or on the job. If I sense a problem---for example,

poor eye contact, low energy, an angry demeanor, I usually won't mention it at that point but make a note to raise the issue at an appropriate time.

● Use Mentored Lessons, Person-Centered Planning, Motivational Interviewing, and SMART Goals

● Focus Information (new information presented by the Customer)-“What’s happened since our last session?”

● Ask if the Customer would like to summarize the session- this checks for understanding and helps the VSC and Customer agree on follow-up goals and tasks.

Mentored Lessons

How to find and use lessons to support your coaching. VSCs can access lesson modules on the mentored platform for Customers to complete. You can select lessons to use with a Customer during a session and you can assign these lessons as homework:

● “Hit the Ground Running”

● “Being a Team Player”

● “The Art of Communication”

● “Be part of the Solution”

● “Be Adaptable”

● “Staying True to Your Work Ethics”

● “Taking Initiative”

● “Keeping it all Together”

VSC Skill Level Mastery As a VSC, you will be expected to execute meaningful sessions with your customers each and every time you connect. The following training is provided for reference and training, as all VSC should be familiar with these key skill sets: Person-Centered Planning

Motivational Interviewing

Client Goals

It’s important that the Career Navigator and VSC assist the Customer in clearly defining their goals and the steps needed to reach them. Differentiate between short-term goals and long-term goals.

● Long-term goals require time and planning for the future

● Short-term goals detail the steps needing to be accomplished before reaching the long-term goal SMART Goals

The End of a Session

● Complete Customer case note immediately after the session via JotForm ● Assign a To-Do task homework for Customer to complete via the mentored platform (see

platform training)

Mentored Platform Training

The virtual mentoring environment “Mentored”, is a platform where talented coaches put their best energy forward in virtual sessions with Customers. Customer Registration and Information

1. Go to: dynamic.mentored.com 2. Fill out form: email, name, password, phone 3. Go to account area (upper right) 4. Click my coaches 5. Scroll down and find your coach 6. Click add coach 7. Go back to home screen (click house on upper left) 8. See messages (far right) and send the coach a hello message!

Once you are logged in you will be able to begin messaging with your coach. You will also have access to great learning modules, checklist items, messaging system, and live 1:1 session with your virtual success coach.

Profile Q: How can I update my profile?

A: You can customize your profile on our platform following these simple steps:

Step 1: Please click on your name on the upper right corner Step 2: Click on “My Profile” (Dropdown option) Step 3: Click on “Edit Profile”

Step 5:

Please fill out your Name, Bio, Mobile (You have the option to receive text messages via SMS). Please enter your availability for appointments and upload your profile picture

Profile Directory

Q: How can I make my account not searchable in the directory?

A: Yes, this is a helpful tool. We can help you with that! Step 1: On the upper right corner, click on “My Profile” Step 2: Click on “Edit Profile” Step 3: Enable “Allow Students to search for me” button

How to Join a Video Session

Go to the dashboard and you’ll see the customer appointment reflected. Click the “Join” button- you can join the webinar 15 minutes before the scheduled time. Once you clicked “Launch”, please choose “Computer Audio” as your communication method by clicking the “Join By Computer” button. You will then be directed to a page when you’ll need to turn on your audio and webcam

You’re now ready to continue to the webinar. Once you’re in the session room, you’ll be able to turn your camera/audio on and off, share your screen, share slides and more! You’ll be able to chat, by typing in the space on the lower right side of your screen

Customer Involvement

It is important that you keep in touch with your Customer. That contact may be a scheduled video session, or a simple message via the mentored platform, “how are you”. Regardless of the method of contact that you use, the Customer is expected to be responsive. If the Customer is unresponsive, it is important that you increase your efforts to reach them, and if those efforts fail, you should be in contact with the Career Navigators and your supervisor.

Scheduling Sessions Customers and coaches will determine a regular scheduled time for meeting.

Q: How can I schedule a video call?

A: Now there’s an easy way to directly communicate with your Customers. At Mentored we believe one-to-one communication is very important. Your Customers (participants) will have the opportunity to receive your valuable feedback. Here is how you do it!

Step 1: Please Go to the “My participants” section on the dashboard Step 2: Click on “Schedule” Icon

Step 3: After clicking on the schedule button, you will be directed to a page where you can chose the date and time of the session Step 4: Choose the date and time that are convenient for you Step 5: Click on “Create Room” button Step 6: When scheduling your room please be mindful that the room will not extend past the assigned time

Step 7: PLEASE WAIT UNTIL THE SYSTEM IS DONE PROCESSING

Step 8: After the system is done processing, go back to the dashboard and you’ll see the appointment reflected there Step 9: You can join the webinar 15 minutes before the scheduled time.

Missed Sessions VSCs immediately complete a case note for a Customer who did not show for a scheduled session. This Customer is considered a “no show”, and case note completed via JotForm will reflect the no show status. Following receipt of the case note, the Career Navigator will contact the Customer. Missed sessions will be communicated to the Prime Case Manager. Missing one session will constitute a warning. Missing 2 sessions may have impact on Work Experience participation depending on your workforce location. If a Customer is removed from the program for whatever reason, the Prime Case Manager must notify the DWI team, so sessions can be cancelled without penalty. Customer Warning Signs Some of the common warning signs that may give you a clue that the Customer is not being successful include the following:

● Customer misses a scheduled appointment and does not respond to contact via phone or email ● Customer is developing a pattern of being late or missing work ● Customer is complaining about supervisor or co-workers ● Customer gets in trouble with the law

Case Notes Flagged Items Customers may have some needs or potential barriers that can hinder their chances of successful completion of this program. For that reason, it is important that you include a listing of these flagged items along with possible ways to support or follow up with them. If a Customer mentions any of the following while in conversation with you, they need to be documented on the case note immediately following the session so that the Career Navigator and Case Manager can follow-up with them.

Transportation issue

Worksite issue

Termination

Last week of employment

Obtaining employment

Obtaining credentials (GED, OST)

Extreme change in living conditions

Family emergency

Medical emergency

Request for support services

Case Note Recording Case notes are completed for each project, with links provided on the Virtual Services website. Be sure you are entering case notes for the location where the customer resides. For example, Deep East Texas customers will have a note link for Deep East Texas. Case notes are due weekly and are cross-referenced with invoices prior to processing payment.

Webinar Presentations

• Each webinar presenter will be required to complete training for Virtual Workshop Facilitation with the Virtual Services Manager.

• Complete online courses Compliance through DWI within 30 days of hire and submit completion certificates to Virtual Services Manager.

• Presenters can sign up for available webinars by date and topic. • All presenters will be added to the webinar calendars as organizers. Presenters will use the link

for the webinar to log in as an organizer. • This is a helpful resource for organizing and conducting webinars

https://www.youtube.com/watch?v=CKXf5zoFi28&feature=youtu.be

Webinar Materials • All webinar materials will be in the drop box through a shared link. • Webinar materials may be downloaded and adjusted to represent individual styles. • The 5 minute series videos are located in Dynamic Works Institute. • Access to Presenter Media is also available

The day of the Webinar. • Please arrive 15 minutes early for the webinar to check mic, sound and load PowerPoint welcome

slide. • Share the welcome screen 10 minutes prior to the start of the broadcast. • Start on time by pressing record and unmuting your mic. • Close the webinar before the hour is up, do not go over the allotted time • The roster for the attendees will be sent to your email for follow up calls.

Webinar Follow up

• The day following the webinar you will receive a report of the attendees. This will be used to make the follow up calls. The report will contain a column to indicate that the calls were made. This is a live document and does not have to be resubmitted to the Virtual Services Manager.

• Within 3 days you will call the participants and complete the casenote. • Please review the information regarding submitting case notes. • Case notes for webinar follow up can be submitted through this link or on the Virtual Services

page. https://www.jotform.com/DWFS/webinar-follow-up

• Presenters will need to use Google Voice to change your telephone number. Send a text ahead of time to let them know you will be calling. https://voice.google.com/u/0/about

DWI Virtual Service Outreach The DWI Virtual Service Outreach venture consists of a team of energetic and well-qualified individuals who are trained to assist with required outreach to customers.

• This is a service that is performed on an hourly basis • Virtual Service Team Member will attend a meeting with Program Director, Program Manager to

discuss specific details relevant to the assignment. • Virtual Service Team Member will reach out to specific customers as a follow up service for a

specified program • The Virtual Service Team Member will set up hours of calling to accommodate traditional and

nontraditional work hours • Calls placed to customers will be generated by Google Voice to ensure privacy for Virtual Team

Member’s personal phone number. • Virtual Service Team Member will meet the deadline for services as agreed in an initial meeting

with the Program Director and Virtual Services Program Manager • Virtual Service Team Member will provide all invoicing to Virtual Services Manager

Invoicing Virtual Services contractors are responsible for tracking their sessions, webinars, follow up calls or outreach calls with customers each week. At the end of each week they submit a JotForm requesting payment and attach their excel worksheet. Though the JotForm is requesting the payment, any pertinent backup should be attached to expedite payment. Virtual Services contractors are independent contractors paid net 30. The link to the Virtual Service contractor and excel invoice are located on the Virtual Services Page

Completing an Invoice

• Instructions are located in each excel spreadsheet • Coaching Customer names are required for service payment • When completing an invoice, the location of the service performed must be entered • Webinar presenters will include the date of the webinar and the location code • Webinar follow up calls will be recorded as total number of hours (15 minutes per customer). • Outreach calls are recorded on total hours of work per day • In order to invoices to be processed, all case notes must be accounted for. • Invoices are due at the end of business each Friday and will be sent for processing each

Monday.

Technology

• Install Google Chrome • Secure Internet is required for all Webinars • Headsets are preferred for Webinars • Set-up Dynamic.mentored.com for Virtual Success Coaches • Virtual Success Coaches-Complete profile- upload photo, coach bio, availability,

text messaging through Mentored. • Install the app Google Voice to use to protect your number

Virtual Services Resources

http://www.dwfs.us/vsc.html