Chautauqua Opportunities, Inc. along with the Private Industry Council Employer Training Grant will be better able to train its employees to effectively use the newly implemented centralized system for customer intake and assessment that electronically connects customer information at all COI buildings.  The training consists of five days of intense instruction and hands-on practice with the new system as well as customer services skill training.  Trainees are also tested on their knowledge of COI Programs and services.  The in-house training, conducted by COI managers includes a role-playing scenario to evaluate the employees' level of skills relating to different types of customers. 

COI anticipates that the Central Intake and Assessment training will result in employees who are adept at prompting information from the customer and accurately transcribing the data into the new system.  In addition, employees will be knowledgeable about availability of COI programs and be able to convey convey information about those programs to potentially eligible customers.  Availability of skilled Intake Workers will allow the new Central Intake and Assessment system to be fully operational at all COI buildings in Chautauqua County. The system links eligible households to COI program and other community resources and focuses on customer outcomes and accountability.

A virtual Private Network (VPN) that utilizes the internet has been put in place to link all COI program sites. A software package available from CAPSystems, which is designed specifically for use by Community Action Agencies like COI, is in use and protocols have been developed that integrate all agency operations into the system.  In addition to eliminating the need for separate applications for different programs, the system allows for instant pre-eligibility determination for a wide variety of programs, facilitated referrals, an improved customer tracking.

The intake process includes the use of a pre-assessment in the areas of income, employment, job retention, adult education, money management, housing transportation, healthcare, health, substance use, nutrition, family relationships, child care, and parenting.  Customers are screened across modalities to determine status ranging from "In-Crisis' to ":Thriving".  This helps the intake worker determine the customer's need for various services and provides a starting point for referrals and self-sufficiency facilitation.  Intake Workers will also function as "Navigators"-steering families to appropriate services and follo9wing -up on accessed services.  This integrated system is being put into place in all seven COI buildings in Chautauqua County .  Intake areas and computer equipment have been setup and one group of six Intake Workers have been trained in a one, five day training.

From this initial implementation, it is apparent that skilled Intake Workers are critical to the success of the intake and assessment system.  Training will be an ongoing process as more Intake Workers are critical to the success of the intake and assessment system.  COI expects to train approximately 25 workers within the next year in the three , five day sessions.  After the system is implemented in all building, additional trainings will be conducted as new employees are needed.

The $875. PIC Employer Training Grant will allow COI to provide the necessary materials for the important trainings.