SCOPE OF SERVICES FOR SC WORKS CENTER OPERATIONS SERVICES The Operator shall provide the following services: • Provide day-to-day Operations and Oversight of regional SC Works Centers (Comprehensive and Affiliate Centers), including layout, maintenance and emergency procedures. • Coordinate the service delivery of required one-stop/SC Works partners. • Provide “Functional Supervision” of Partner Staff. • Provide direct supervision of the Front Desk position. The primary responsibility of this position would include the provision of consistent guidance and assistance to individuals visiting the SC Works Comprehensive Center. • Coordinate the one-stop/SC Works delivery system and ensure all required services are being effectively delivered in the local area. • Implement processes to operate centers in an effective and efficient manner. • Develop and implement a center staff development plan that includes information sharing, project management and team building; and ensure that staff has knowledge of partner services to effectively deliver quality services. • Ensure access to career and training services (Operator will not provide direct client services as a part of this request). • Provide data, information, and analysis of appropriate labor market data. • Develop employer engagement processes and initiatives to increase employer interactions. • Maintain the One-stop/SC Works delivery system to meet the needs of the local area; labor market data, information sharing, partner and customer surveying and business engagement coordination. • Assure there is consistency of services including but not limited to career services, training and workshops and continuously improve the one-stop/SC Works system. • Coordinate with Business Services staff to develop, convene, or implement industry or sector partnerships. • Coordinate the implementation of the Memorandum of Understanding with SC Works/OneStop partners. • Develop and implement procedures that facilitate efficient customer flow through WIOA services and provides a flow chart which outlines customer flow. • Arrange and/or participate in presentations about the local SC Works system and services for civic and community organizations and the business community. • Develop and implement an SC Works Center employee orientation procedure to train new partner staff on center procedures and policies. • Maintain a system to address customer feedback regarding service delivery and make improvements as needed. • Establish and maintain an effective service recovery procedure that addresses customer complaints in a timely and effective manner. • Expand partnerships and increase integrated service delivery.
