Job Service Complaint System Complaint Resolution Process March

Job Service Complaint System Complaint Resolution Process March 3 rd, 2011 2: 00 - 3: 00 p. m. EST

Webinar Platform: Participant View Attendee List Presentation Slide Area Full Screen Chat Room Status Options Job Service Complaint System Complaint Resolution Process 2

Submitting Questions § To submit a question or comment, type the question in the text field and click the arrow button. § Please enter the name to whom the question is directed. Text Field Gary, where can I find today’s PPT? § Your name, the text “Submitted Question, ” and your question will appear in red on your screen, indicating successful submission. § Questions are directly transmitted to presenters—no other participants will see your questions. Arrow Button Job Service Complaint System Complaint Resolution Process 3

Practice In the Chat Room, please type the name of your organization, your location, and how many people are attending with you today. Job Service Complaint System Complaint Resolution Process 4

WEBINAR RESOURCES: Access to Webinar Resources Recordings and transcripts are available within 2 business days after the event. Job Service Complaint System Complaint Resolution Process 5

Moderator Our Moderator: Thadeus “Ted” Roberts Assistant to the National Monitor Advocate Job Service Complaint System Complaint Resolution Process 6

Featured Speakers Presenters 1. Juan M. Regalado National Monitor Advocate U. S. Department of Labor Employment and Training Administration 2. Claudia Greenwood Associate Monitor Advocate California Employment Development Department 3. Juan Perez-Febles Maine Monitor Advocate Maine Department of Labor Bureau of Labor Standards Moderator § Thadeus Roberts Workforce Development Specialist U. S. Department of Labor Job Service Complaint System Complaint Process Administration Employment and. Resolution Training 7

Presentation Topics U. S. DOL – Juan Regalado § JS Complaint System = Customer Service § Complaints are Not Negative § The Complaint System Supports Business California – Claudia Greenwood § JS Complaint Fact-finding Process Maine – Juan Perez-Febles § Working with enforcement agencies i. e. WHD § How to refer complaints Job Service Complaint System Complaint Resolution Process 8

Presenter No. 1 Our First Presenter is: Juan M. Regalado National Monitor Advocate Job Service Complaint System Complaint Resolution Process 9

Background District Court Judge Charles Richey Court Order § Issued in 1975; § Aimed to correct inequities; § Created Job Service Complaint System Complaint Resolution Process 10

Job Service Complaint System § System for Taking and Resolving or Referring Complaints § Complaints by Job Seekers, Employers and Organizations Types of Complaints: § § § JS-related WIA-related Discrimination Complaints All other (Non- JS-related) Complaints Job Service Complaint System Complaint Resolution Process 11

Job Service Complaint System JS Complaint System = Customer Service § Required by federal regulations Assures access to services in accordance with regulations and in non-discriminatory manner § Promotes compliance with federal, state and local employment laws § Rewards employers who comply with employment laws § Removes JS Services from employers who do not comply with employment laws Job Service Complaint System Complaint Resolution Process 12

Job Service Complaint System Complaints are Not Negative § We are seen as a resource § We are seen as responsive § We identify and resolve misunderstandings locally § We call upon enforcement agencies as required § We resolve our own issues Job Service Complaint System Complaint Resolution Process 13

Job Service Complaint System Supports Business § Assures a level playing field among employers § Sends qualified job seekers to employers following employment laws § Reduces competitive advantage of illegal employment practices § Promotes consistent employment practices Job Service Complaint System Complaint Resolution Process 14

Presenter No. 2 Our Next Presenter is: Claudia Greenwood California State Monitor Advocate Office Job Service Complaint System Complaint Resolution Process 15

JS Complaint Fact-finding Process FINDING THE FACTS California Monitor Advocate Office – Claudia Greenwood § JS Complaint Fact-finding Process Job Service Complaint System Complaint Resolution Process 16

JS Complaint Fact-finding Process § Background – JS Complaints are processed in all 102 Job Service sites in California § California’s JS Complaint Process – Complaints filed: in person, by two or more individuals, or by mail – If needed: additional information is requested by certified mail letter – Complaint Rep. will take complaint and determine with local management what action to take to resolve Job Service Complaint System Complaint Resolution Process 17

JS Complaint Fact-finding Process § Local Resolution – Attempt local resolution prior to elevating to enforcement agencies by working with agricultural community. – In California, approximately 50% of the complaints are resolved locally. § Apparent Violation – Processed same as complaint, BUT maintains confidentiality of source of complaint. Job Service Complaint System Complaint Resolution Process 18

JS Complaint Fact-finding Process Best practices in complaint fact-finding are: § Begin the investigation as soon as possible; do not delay § Identify information needed § Seek first-hand information, if possible. § Remain objective as you investigate. § Interview each person in an environment where the person is comfortable. § Encourage persons to talk about specifics § Avoid making assumptions Job Service Complaint System Complaint Resolution Process 19

Presenter No. 3 Our Next Presenter is: Juan Perez-Febles State of Maine Monitor Advocate Job Service Complaint System Complaint Resolution Process 20

JS Complaint System ENFORCEMENT and RESOLUTION Maine – Juan Perez-Febles § Working with enforcement agencies i. e. WHD § How to refer complaints Job Service Complaint System Complaint Resolution Process 21

Working with Enforcement Agencies § Become Acquainted - Get to know your Federal Wage and Hour Investigators § Accessibility - Make yourself available to participate in field investigations with the W&H staff § Promote Better Synergy - By establishing a rapport with the MSFW population in your State you become a valuable asset to the W&H Investigators while conducting field investigations Job Service Complaint System Complaint Resolution Process 22

Working with Enforcement Agencies § Open Dialogue - Frequently contact the W&H Investigators in your area to keep them updated on issues that you observe while conducting outreach activities. § Reporting Abuses - Encourage MSFWs to be willing to file a complaint upon witnessing irregularities and/or violations of the Fair Labor Standard Act, MSPA, H 2 A, OSHA, Field Sanitation Standards and Housing policies and guidelines Job Service Complaint System Complaint Resolution Process 23

Working with Enforcement Agencies § Supportive - Be in-tuned with any Investigations being initiated or conducted by W&H Investigators in your area, and offer any information or support needed in that particular investigation. § Accessibility – Be available to help provide translation and interpretation services to your W&H Investigators Job Service Complaint System Complaint Resolution Process 24

Accepting and Directing Complaints § Complaint Referral Process - Once the W&H Investigation is under way you may become aware of other issues that need to be referred to other agencies having jurisdiction over issues that do not concern W&H issues Job Service Complaint System Complaint Resolution Process 25

Final Presenter Passing the Microphone back to: Juan M. Regalado National Monitor Advocate Job Service Complaint System Complaint Resolution Process 26

Who may file complaints? § Businesses § Organizations § Individuals Job Service Complaint System Complaint Resolution Process 27

Accepting Job Service Complaints Remember: Job Service related complaints should be: üAccepted üLogged üReferred to Job Service Complaint Specialist or enforcement agency Job Service Complaint System Complaint Resolution Process 28

Complaint Process Confidentiality Remember: 20 C. F. R. 658. 413(b) Job Service Complaint System Complaint Resolution Process 29

Question and Answer Period Please enter your questions into the Chat Room! Job Service Complaint System Complaint Resolution Process 30

Resources §http: //www. doleta. gov/programs/pdf/NFJP_OSCC_Complaint_Re ferral_Record. pdf - ETA-8429 Complaint Referral Form §http: //www. doleta. gov/programs/pdf/Revised_ETA_Form_790. pdf §http: //www. careeronestop. org/ §http: //www. jobbankinfo. org/ § http: //www. usdoj. gov/olp/human_trafficking. htm Job Service Complaint System Complaint Resolution Process 31

Speakers’ Contact Information Presenter 1: Juan M. Regalado Presenter 3: Juan Perez-Febles § Website: http: //www. doleta. gov/msfw/ § Website: http: //www. mainecareercenter. com § Email: regalado. juan@dol. gov § Email: juan. perez-febles@maine. gov § Phone: (202) 693 -2661 § Phone: (207) 822 -0152 Presenter 2: Claudia Greenwood Moderator: Thadeus Roberts § Website: http: //www. edd. ca. gov § Website: http: //www. doleta. gov/msfw/ § Email: Madvocat@edd. ca. gov § Email: roberts. thadeus@dol. gov § Phone: 916 -651 -9457 § Phone: (202) 693 -3510 Job Service Complaint System Complaint Resolution Process 32

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WEBINAR RESOURCES: Access to Webinar Resources Recordings and transcripts are available within 2 business days after the event. Job Service Complaint System Complaint Resolution Process 34

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For more information about the Workforce Investment System: § Visit www. careeronestop. org § Call 1 -877 -US 2 -JOBS www. workforce 3 one. org Job Service Complaint System Complaint Resolution Process 36