One-Stop Operator

SECTION II: BACKGROUND

WORKFORCE INNOVATION AND OPPORTUNITY ACT (WIOA)

This RFP was developed based on the framework for an integrated, job-driven WorkSource system in Snohomish County. WIOA promotes seamless, coordinated, and accessible service delivery that effectively meets the needs of job seekers, workers, and employers through enhanced collaboration across core programs.

This RFP was developed based upon the Workforce Innovation and Opportunity Act of 2014 and applicable federal regulations. WIOA is designed to improve and streamline access to federally funded employment, education, training, literacy, and vocational rehabilitation programs throughout the United States by effectively informing the labor force and employers about the full array of skill building opportunities.

WIOA has the following key principles:

• Increase access to and opportunities for employment, education, training, and support services for individuals, particularly those with barriers to employment.
• Support the alignment of workforce investment, education, and economic development systems in support of a comprehensive, accessible, and high-quality workforce development system.
• Improve the quality and labor market relevance of workforce investment, education, and economic development efforts.
• Promote improvement in the structure and delivery of services.
• Increase the economic prosperity of workers and employers.
• Provide workforce development activities that increase employment, retention, and earnings of participants, and increase post-secondary credential attainment which results in:
  • Improved workforce quality,
  • Reduced welfare dependency,
  • Increased economic self-sufficiency,
  • Meet skills requirement of employers, and
  • Enhanced productivity and competitiveness of the nation.

  The intent of this RFP is to solicit proposals from quality-focused, outcome-driven entities that will coordinate an integrated, job-driven service delivery system that meets the needs of our regional economy through effective partner coordination and operational integration.

   

  DEFINITIONS

  Workforce Development Area 4 is the local workforce development area designated by the Governor, which includes Snohomish County.

  The Snohomish County Future Workforce Alliance (FWA) serves as the Local Workforce Development Board (LWDB) of Snohomish County.

  Workforce Snohomish (WFS) is the 501(c)(3) non-profit organization designated by the chief local elected official of Snohomish County to serve as the fiscal agent of the LWDB. The FWA has authorized Workforce Snohomish to facilitate the solicitation of the One-Stop Operator RFP.

   

  FUTURE WORKFORCE ALLIANCE MISSION, VISION, AND VALUES

  The Snohomish County Future Workforce Alliance (FWA) was designated in February 2020 to serve Snohomish County as the Local Workforce Development Board (LWDB). The FWA strives to achieve a resilient and proactive approach to establish a gold standard workforce development ecosystem built through coordination and evidence-based data grounded in diversity, equity, and inclusion for all.

  Vision Statement: The Future Workforce Alliance envisions Snohomish County as a globally recognized hub for talent that supports our regional economy and creates economic opportunity for all.

  Mission Statement: The Future Workforce Alliance catalyzes equitable, inclusive, and responsible economic growth through public-private collaborative strategies that build upon a foundation of lifelong learning, the creation of quality jobs, innovation, and adaptability.

   

  WORKSOURCE SNOHOMISH COUNTY

  Snohomish County operates one comprehensive WorkSource One-Stop American Job Center, WorkSource Snohomish County (Everett, WA), supported by a strategic structure of Connection Sites and community partnerships. The system serves Workforce Development Area (WDA) 4 and is governed by Future Workforce Alliance and Workforce Snohomish.

   

  ALIGNMENT OF THE ONE STOP SYSTEM PARTNERSHIP

  WIOA requires service delivery through partnership of core programs: WIOA Title I (Adult, Dislocated Worker and Youth Services), WIOA Title II (Adult Educations and Family Literacy Act), WIOA Title Ill (Wagner-Peyser Act Employment Service) and WIOA Title IV (Vocational Rehabilitation Program); Temporary Assistance for Needy Families (TANF) and other key partners, including Career and Technical Education (community and technical colleges) and other programs. (Page 11 of TEGL 16-16)

  Each of these services were established to fulfill certain purposes for specific populations of customers specified by state or federal statute. Rules established by agencies provided greater specificity to guide staff in carrying out their programs.

  The goal of integration is to improve customer access and to better coordinate the delivery of workforce development services. Integration of services requires a partnership among key agencies that are committed to a shared vision of an integrated, customer-focused service delivery system.

  The value of partnership is achieved when each organization finds it can achieve enhanced performance and customer satisfaction through collaborative efforts and shared processes and systems which allow partners to:

  • Share information so that the information becomes system knowledge and is used by all for the benefit of the customer;
  • Provide an environment of collegiality which supports a culture of doing whatever it takes to deliver quality services to the customer;
  • Promote individual agency goals and goals of the collective to create strategies which support each partner, which in turn enhances the performance of each partner;
  • Coordinates planning across multiple programs;
  • Assists in meeting state and federal mandates to coordinate and collaborate; and

  Provides a learning environment and culture for staff to build and practice new skills.

SECTION III: ONE-STOP OPERATOR ROLES AND RESPONSIBILITIES

ONE-STOP OPERATOR ROLE

The role of the One-Stop Operator is to facilitate coordination of service delivery in the one-stop comprehensive center among WIOA required partners and service providers. The One-Stop Operator functionally reports to the Chief Executive Officer at Workforce Snohomish.

The One-Stop Operator also coordinates with local partner committees to ensure the provision of consistent and high-quality technical assistance and training, integration of board and Workforce Snohomish’s One-Stop policies and quality standards, to ensure that WorkSource staff are providing the highest, most consistent quality service to a wide array of job seekers and employer customers.

The One-Stop Operator will coordinate service delivery among one-stop partners by performing duties including, but not limited to:

1. Convene and facilitate partnership committees and meetings:
   • Assist Workforce Snohomish in convening and facilitating meetings of the One-Stop Center partnership committee, including establishing meeting agendas based on delegate input, tracking and reporting actions as determined by the committee, and providing meeting notes.
   • Work with Center leadership to identify areas of improvement and areas of high performance. Share experiences and solutions with the full system partnership.
   • In consultation with Workforce Snohomish and Connection Site leadership, develop and implement strategy to strengthen Connection site engagement, to support customer service, training, and access to resources for geographically dispersed customers across Snohomish County.
2. Performance management and reporting:
   • Report semi-annually on the progress and performance of the partnership across the system to Workforce Snohomish. Together with Center leadership, develop benchmarks to measure a baseline of system performance and continuous improvement, in support of sustaining a culture of customer focus, community connection and high performance.
   • Perform an annual objective assessment of the service delivery and analysis of customer flow in the comprehensive WorkSource center from a quality assurance perspective. Briefly report highlights, assessment findings, and recommendations.
   • Establish a methodology for measuring and ensuring services, especially workshops and events, are of the highest quality and meet employee and employer demands.
   • Gather qualitative and quantitative feedback surrounding co-enrollment and effective partnerships at the WorkSource to support effective collaborations and participant support.
3. Cultivate and sustain a culture of customer focus and high performance:
   • The One-Stop Operator is responsible for communicating high quality customer service values and performance expectations through the WorkSource sites while operationalizing them into effective service delivery structures and strategies.
   • Coordinate one-stop partner services to maximize streamlined customer flow and referral, including to and from connection sites.
   • Gather and utilize customer satisfaction feedback from business, job seekers, and staff to drive continuous improvement.
   • Conduct regular communication meetings with Connection Site staff, provide quarterly resource updates, and establish dedicated support channels to ensure Connection Sites have current information, active participation opportunities, and responsive assistance.
4. Other deliverables:
   • Coordinate WorkSource and one-stop partner staff training as needed. This can be delivered by system partner staff or by external providers. Costs for anticipated training must be included in the budget.
   • Lead one-stop partner staff in the preparation and submission of the required One-Stop Certification and Annual One-Stop Operator Report to FWA, via Workforce Snohomish.
   • Maintain a Center resource guide that defines primary and secondary contacts for decisions or assistance associated with Center Operations, such as inclement weather, equipment, website, or social media updates.
   • Keep up to date list of all site staff who have been through EO training and update this list as new staff are trained.

All activities performed under the sub-grant resulting in this RFP will be delivered in accordance with WIOA, applicable regulations, Uniform Guidance 2 CFR part 200 and 2 CFR part 2900, policies and procedures that have been enacted by the U.S. Department of Labor, the State of Washington and FWA/Workforce Snohomish.

UNDERSTANDING THE EXISTING WORKSOURCE SYSTEM

Applicants must recognize that the One-Stop Operator role involves assuming coordination responsibilities over an established, functioning WorkSource system with existing partner relationships, service delivery processes and operational structures that have been developed over time. The successful One-Stop Operator will inherit a complex ecosystem of connection sites and partners, each with their own program requirements, funding streams, performance metrics, organizational cultures, and established methods of serving customers. These partners have their own independent leadership structures, service delivery expertise, and operational independence that must be respected and leveraged.

It is essential that the One-Stop Operator possesses or quickly develops a deep understanding of each partner program's unique services, eligibility requirements, performance expectations, and operational constraints. This understanding must extend beyond surface-level program descriptions to include the nuances of how each partner operates, their staff expertise, their customer populations, their regulatory requirements, and their organizational priorities. Only with this comprehensive knowledge can the One-Stop Operator effectively coordinate services in a way that enhances rather than hinders each partner's ability to achieve their individual program goals and provide excellent customer service.

The One-Stop Operator's coordination efforts must create measurable value for both partners and customers by fostering deeper collaboration that results in improved customer outcomes, increased operational efficiency, and enhanced partner satisfaction. This requires a collaborative approach that builds on existing strengths, addresses coordination gaps, and facilitates seamless service delivery without compromising the independence and expertise that each partner brings to the system. The ultimate measure of success will be the One-Stop Operator's ability to coordinate the system in a way that enables partners to connect to the community and better serve the customers, while maintaining the integrity and effectiveness of each partner's core mission and services.