Appendix A- Statement of Work.pdf

Appendix A Statement of Work

This Statement of Work (SOW) will be the agreement that defines expectations and performance standards.

The Contractor shall agree to the following:

• Coordinate and convene monthly meetings of one-stop partners across all state certified job centers in the Northwest Wisconsin Workforce Investment Board (NWWIB) area to optimize service delivery.

o The performance shall be assessed by the ability to provide a report within thirty (30) days of the end of each quarter (September, December, March, June). The report will contain the following information:

Publishing all meeting notes, as required, within 30 days of approval by the committee.

The notes shall be published on a public facing web page.

• Assist the Board in facilitating the memoranda of understanding (MOU) for each Workforce Development Center.

o The performance shall be assessed by the effectiveness and efficiency by which the MOUs can be drafted and negotiated. Effectiveness and efficiency will be judged be the ability to finalize a MOU with the partners and submit to DWD on the provided timeline.

• Manage partner responsibilities as defined in the MOU.

o The performance shall be assessed by the effectiveness and efficiency by which the management of defined partner responsibilities. Effectiveness and efficiency will be judged based on the number of validated complaints DWD receives in a quarter and aggregated over a single year contract term:

Exceptional performance: less than thirty (30) complaints received;

Acceptable performance: six to 10 complaints received;

Unacceptable: 10 or more complaints received;

o DWD will be the sole adjudicator in determining the legitimacy of the complaint;

• Ensure compliance with all state and local policies and procedures related to the American Job Center (for example, serve as complaint officer, conduct ADA, Equal Opportunity, and Accessibility compliance reviews, and arrange technical assistance, as needed).

o The performance shall be assessed by the ability to provide a report within thirty(30) days of the end of each quarter (September, December, March, June). The report will contain the following information:

Any complaint filed or reported;

By Job Center;

Resolution required and/or steps taken to resolve;

• Implement training or staff development, such as customer service training, cross training on partner services or other community services, for the American Job Center staff.

o The performance shall be assessed by the ability to provide a report within thirty (30) days of the end of each quarter (September, December, March, June). The report will contain the following information:

Type of training;

Date of training;

Was the training accredited;

Who conducted the training;

• Implement and oversee technology solutions to streamline, manage, and support enhanced cooperation and coordination of all partner programs (Activities and Resources);

o The performance shall be assessed by the ability to provide a report within thirty (30) days of the end of each quarter (September, December, March, June). The report will contain the following information:

Technological solutions implemented;

Issues and resolutions;

Coordination needed;

o Reporting may be required more frequently, if needed based on the project. DWD and contractor agree to negotiate, as needed;

• Assist the Board in ensuring all one-stop partners adhere to the American Job Center branding requirements through annual monitoring and staff education;

o The performance shall be assessed by the ability to provide the Board a report within thirty (30) days of the end of each quarter (September, December, March, June). The report will contain the following information:

Number of sites checked;

Name and location of each site (physical and/or website);

Training provided;

• Time and Date

• Number of people trained

• Assist the Board in ensuring that each Workforce Development Center meets one-stop certification requirements;

o The performance shall be assessed by the ability to provide a report within thirty (30) days of the end of each quarter (September, December, March, June). The report will contain the following information:

Number of sites checked;

Name and location of each site (physical and/or website);

Actions taken or recommendations made to bring sites into compliance;

• Provide quarterly updates to the Board and, if requested, present updates to the

Board at Board meetings;

o The performance shall be assessed by the ability to provide a report of updates within thirty (30) days of the end of each quarter (September, December, March, June), and as requested. The report will contain the following information:

A summary of updates (containing the relevant information of the events) that occurred between quarterly reporting or as requested.

• Engage in the expansion of services to targeted, barriered, underrepresented populations while adhering to Equal Opportunity (EO) and accessibility requirements.

o The performance shall be assessed by the ability to provide a report within thirty (30) days of the end of each quarter (September, December, March, June). The report will contain the following information:

Number and types of expansion services expanded upon;

Locations of where the expanded services enacted;

Comparative analysis of number of existing customers serviced compared to new number of new customers serviced by quarter and year;

• Support and utilize the Northwest Wisconsin Workforce Investment Board sector partnerships to guide system services and activities.

o The performance shall be assessed by the ability to provide a report within thirty (30) days of the end of each quarter (September, December, March, June). The report will contain the following information:

Number and names of sector partnerships used to guide system services and activities;

Number of occurrences support was provided to sector partners and which sector partner; and

• Support continuous improvement, integration and alignment of NWWIB initiatives and technology implementation.

o The performance shall be assessed by the ability to provide a report within thirty (30) days of the end of each quarter (September, December, March, June). The report will contain the following information:

Number of continuous improvements, integration, and alignment supported during the quarter.

• The One-Stop Operator is restricted from performing the following functions:

o Assisting in the development of a local or regional plan;

o Preparing or submitting the local plan;

o Taking responsibility for oversight of itself;

o Managing or assisting in the competitive selection process for operators;

o Selecting and/or terminating One-Stop Operators, Career Services

Providers, or Youth Providers;

o Negotiating local performance; and o Developing or submitting the budget for the local board.

• Contractor must maintain eligibility as defined in Section I. C. of the RFP throughout the life of the contract.

DWD shall agree to the following:

• Provide payment within the terms expressed Section 7.1.

• Be responsive to questions from contractor with a reasonable response time of thirty (30) business days.

• Provide current information based on changes directed by the state or federal government as it would impact the obligations of the contract. Changes would be issued within 30-days of receiving information.