Gloucester County One-Stop Project: results of staff training on customer satisfaction and employment outcomes for persons with disabilities.: An article from: The Journal of Rehabilitation
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This digital document is an article from The Journal of Rehabilitation, published by Thomson Gale on July 1, 2007. The length of the article is 5459 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
From the author: The bureaucratic entity formerly known as the 'Unemployment Office' has been re-engineered and renamed the 'One-Stop Career Center' and is designed to provide all Americans with a 'seamless' continuum of employment and training services delivered by state, county and local employment and training providers. However, there is a significant gap between the 'vision' and the 'actual practice' of these so called 'One-Stop Centers'. This paper describes the results of a customer service training intervention designed to enhance services for persons with disabilities entering the One-Stop System. A total of 44 subjects participated in this study, half of which were persons with severe disabilities. The results indicate that while services for persons with disabilities were somewhat improved following staff training, overall customer satisfaction remains low. Employment and training outcomes at 3-months were significantly poorer for persons with disabilities compared to persons without disabilities. Policy and research implications are discussed.
Citation Details
Title: Gloucester County One-Stop Project: results of staff training on customer satisfaction and employment outcomes for persons with disabilities.
Author: Robert Gervey
Publication:The Journal of Rehabilitation (Magazine/Journal)
Date: July 1, 2007
Publisher: Thomson Gale
Volume: 73 Issue: 3 Page: 10(8)
Distributed by Thomson Gale
From the author: The bureaucratic entity formerly known as the 'Unemployment Office' has been re-engineered and renamed the 'One-Stop Career Center' and is designed to provide all Americans with a 'seamless' continuum of employment and training services delivered by state, county and local employment and training providers. However, there is a significant gap between the 'vision' and the 'actual practice' of these so called 'One-Stop Centers'. This paper describes the results of a customer service training intervention designed to enhance services for persons with disabilities entering the One-Stop System. A total of 44 subjects participated in this study, half of which were persons with severe disabilities. The results indicate that while services for persons with disabilities were somewhat improved following staff training, overall customer satisfaction remains low. Employment and training outcomes at 3-months were significantly poorer for persons with disabilities compared to persons without disabilities. Policy and research implications are discussed.
Citation Details
Title: Gloucester County One-Stop Project: results of staff training on customer satisfaction and employment outcomes for persons with disabilities.
Author: Robert Gervey
Publication:The Journal of Rehabilitation (Magazine/Journal)
Date: July 1, 2007
Publisher: Thomson Gale
Volume: 73 Issue: 3 Page: 10(8)
Distributed by Thomson Gale
