Findings from a Study of One-Stop Self-Services: A Case-Study Approach

摘要

In an effort to expand its reach while containing costs, the public workforce investment system has increasingly come to rely on self-servicesthat is, those tools and resources that customers can use on their own or with minimal staff assistance. In an effort to learn more about self-services, the U.S. Department of Labor (DOL) funded Social Policy Research Associates (SPR) to conduct an implementation and outcomes study of self-services at selected One-Stop Career Centers nationwide. Specifically, the evaluation aimed to profile the characteristics of customers who use self-services, their motivation for using services, their patterns of usage, and the outcomes that follow. Additionally, the evaluation studied the ways that One-Stop Career Centers facilitate access to self-services, the staff assistance they provide to customers, and the resources and tools they make available. Results described in this report address these questions for the small number of case-study LWIAs that participated in the study and cannot be construed as generalizing to LWIAs nationwide.