One-Stop Operator Systemwide Update
Local Workforce Innovation Area (LWIA 7)
One-Stop Operator
Systemwide Update:
PY 2025 - 3rd Quarter
(January 1 - March 31, 2025)
Dear Partners,
We appreciate your continued collaboration and dedication to enhancing service delivery and integration. We are grateful to work alongside staff across the Chicago and suburban Cook County American Job Center (AJC) Network as your LWIA 7 One-Stop Operator (OSO).
Most notable from the last quarter:
The OSO hosted two subject matter experts at the virtual Systemwide gathering on March 13, 2025. Thank you to our special guests Matt Wies, President and CEO of National Able Network, and Jacob Sitati, Director of Policy and Advocacy at Chicago Jobs Council (CJC), for their insights on Senior Community Service Employment Programs (SCSEP) and the current federal administration’s impact on workforce development policy.
Lastly, as part of continued business service engagement efforts, the Hospitality & Tourism and Healthcare Sector Centers (Pyramid Workwise Alliance and EQUUS, respectively) were onboarded to the Airtable Referrals System!
We provide Systemwide Updates quarterly (March, June, September, and December) and post to our learning management system, Disco, along with the partner directories.
This quarter’s Systemwide Update features additional information in the OSO Meetings, Communications, and Cross-Training Sections. If you have questions, please contact the OSO Navigation team at oso@scalelit.org.
One-Stop Operator
OSO Navigation Team
700 N. Sacramento Blvd., Suite 120, Chicago, IL 60612
Updates:
Regular OSO Meetings and Communications
Cross-Training
Customer Satisfaction
Universal Referral System
Business Services
AJC Orientation and Materials
Regular OSO Meetings and Communications
Consistent and quality communication is the foundation of service integration. OSO engages partners monthly and streamlines resource sharing in Chicago and suburban Cook County. Please visit Disco for more information or to access the partner directory. The OSO team has invited everyone in the LWIA 7 directory to the Disco systemwide space, but if you have not yet registered as a Disco member, please contact the appropriate navigator below. So far, 45% of individuals in the directory have registered in Disco, and we look forward to that number increasing (227/500).
The four comprehensive AJCs host all in-person technical assistance and hybrid Center-level meetings. OSO schedules partner meetings at the beginning of each year and follows a consistent meeting framework.:
Technical assistance in-person meetings:
Technical assistance aims to address specific needs and find real-time solutions for partners. Activities include support with customer satisfaction surveys, Airtable referrals, Disco, Facilities, and more.
If you want to learn about the upcoming technical assistance day closest to you, please email oso@scalelit.org.
Center-level hybrid meetings:
Agenda items include reviewing Airtable Data and Customer Survey Dashboard, Center Priorities, Upcoming Events, and Partner Updates.
If you would like to request time to share an update or are interested in participating in a meeting, contact:
Candace Gray, candace@scalelit.org, for AJC at Prairie State College
Germania Solorzano, germania@scalelit.org, for AJC in Pilsen
Mandeep Kaur Cuautle, mandeep@scalelit.org, for AJC in Wheeling
Carla Mosby, carla@scalelit.org, for AJC at the King Center
Systemwide meetings:
Agenda items vary based on trending workforce development topics, funding opportunities, or OSO project developments.
Visit Disco to RSVP and access the Systemwide meeting details. Click this link to visit the upcoming events calendar in Disco.
If you want to learn more about Systemwide meetings or propose topics, please contact the OSO Navigation team at oso@scalelit.org.
The OSO team sends resource newsletters for the comprehensive centers. If you want the community partners to stay aware of your program or events, please continue sending your resources to oso@scalelit.org. Additionally, partners can view and share their upcoming events on the shared LWIA 7 Events Calendar.
2025 Partner Meeting Schedule
June Systemwide In-Person Meeting: June 25 at 10:00 a.m
July On-site technical support at Comprehensive AJCs
August 4 Center-level Hybrid Meetings
September Systemwide In-Person Meeting: September 18 at 10:00 a.m
Cross-Training
Cross-training educates staff on the AJC Network and Partner programs. Cross-training will incorporate best practices in workforce development and OSO tools available throughout Chicago and Cook County.
As we develop additional cross-training content, OSO uploads recordings and materials to Disco. This platform enables us to compile a collection of partner cross-training resources, promote upcoming one-stop events, monitor staff engagement, and onboard new partners to our tools, such as the Airtable referral system.
Partners can look forward to new developments in Disco that will make Airtable referrals, onboarding, and cross-training more accessible to our partners.
227 partners have joined the Disco LWIA 7 Systemwide Partner Space, with 42 additional network partners joining in the last quarter. If you are not currently a Disco user, please reach out for an invite.
Partner Join Rate = 14 new users per month
Engagement Rate = 84 active users on average per month
Goal Join Rate by June Report (January 1- March 30, 2025) = 10 new users per month
Goal Engagement = 50 active users per month
This quarter, the team hosted Kelly Brown, the Director of Programs at Pyramid Workwise Alliance, the Hospitality and Tourism Sector, at the February Center-level meetings. Kelly provided cross-training on opportunities for job seekers interested in hospitality, which resulted in increased referrals to the Hospitality Sector. The presentation recording and materials are available on Disco.
The OSO closed the quarter by hosting the two subject matter experts at the March Systemwide virtual gathering:
Matt Wies, President and CEO of National Able Network, provided cross-training on Senior Community Service Employment Programs (SCSEP) in Cook County.
Jacob Sitati, Director of Policy and Advocacy at Chicago Jobs Council (CJC), provided policy updates for the workforce landscape under the current administration.
Future cross-training sessions include Illinois Job Link, Partner Programs, Unhoused Job Seeker Career Pathways, and Business Services. We remain dedicated to enhancing our training offerings and expanding our impact.
Upcoming Cross-Training Schedule:
June Systemwide - Apprenticeships
August - Center-level meeting, IT Sector Center Spotlight
September Systemwide - In-Person Gathering, Location TBD
Customer Satisfaction Survey
The Customer Satisfaction Survey standardizes the collection of feedback from customers served at an American Job Center. The data gathered informs decisions made to improve customer experience and service delivery.
On-site Survey collects feedback from job seekers who walk into an American Job Center or related site.
Methods of Onsite Survey Collection: QR Code on Flyers, Resource Room Computers, and iPads.
Workshop Survey collects feedback from job seekers who attend a workshop or event hosted by a partner.
Methods of Workshop Survey Collection: QR Code and survey links in follow-up emails.
The OSO team can provide customized survey links, QR Codes, and flyers unique to a particular site, organization, or event. The OSO team will provide appropriate details after receiving the request:
Click here to request a customized Workshop Survey link and QR Code.
Partners can visit the LWIA 7 Systemwide Partner Space on Disco to access the live interactive dashboard anytime. OSO shares this dashboard during all center-level meetings and will send raw survey data to the appropriate partners quarterly or by request.
If you have questions about customer satisfaction surveys, data, posters, etc., contact the OSO team directly at oso@scalelit.org.
Customer Satisfaction Survey Metrics:
Overall
13 Onsite Surveys
10,400+ Total Onsite Survey Responses, Overall Satisfaction Rating of 4.83 (1-5 Scale), and a Net Promoter Score of 9.52 (1-10 Scale),
34 Workshop Surveys
6,000+ Total Workshop Survey Responses, Overall Satisfaction Rating of 4.43 (1-5 Scale), and a Net Promoter Score of 8.59 (1-10 Scale)
Quarter
((January 1 - March 31, 2025)
~450 Total Onsite Survey Responses, Overall Satisfaction Rating of 4.81 (1-5 Scale), and a Net Promoter Score of 9.51 (1-10 Scale),
1,100+ Total Workshop Survey Responses, Overall Satisfaction Rating of 4.52 (1-5 Scale), and a Net Promoter Score of 9.02 (1-10 Scale)
Total individual Onsite surveys for the comprehensive quarter totals remain steady and are up by ~20.
Affiliate quarter totals are down by 100+, likely due to the new scope of work focusing specifically on the four comprehensive sites
The total number of individual workshop surveys is up by 250 responses from the previous quarter.
One additional workshop survey was requested since the last report
On-site presence of the OSO navigation team at the King Center
NPS for both the quarter’s On-site & Workshop surveys meet or exceed the target of 9/10
NPS: the likelihood that an individual will recommend the AJC, a workshop, or an event to someone in their community.
“Great experience. Firstly, greeted by [security guard and IDES staff] at the front entrance…Both individuals were friendly and helped mitigate the stress I was feeling about recently being laid off. My case manager was simply exceptional at handling my issue. Overall, this was a great experience that made my current situation so much more manageable. Well done!” Customer served by AJC in Wheeling
“The career coach was very transparent, well spoken, and answered every question everyone asked.” Customer served by AJC in Pilsen
“The [staffer] that gave the information in the orientation was very detailed and attentive to our needs and questions. 10 for 10.” Customer served by AJC at Prairie State College
“Every time I come to [this AJC] I have a pleasant experience. Everyone is professional, everyone has good customer service.” Customer served by AJC at the King Center
Universal Referral System
Airtable Metrics:
Total Referrals Sent (July 1, 2024 - March 31, 2025): 6500+ Referrals
Referrals from January 1 - March 31, 2025
Referrals sent this quarter: +2300
Referrals Completed: ~800
Referrals Closed: ~1,500
Referrals in Progress: under 50
The rate of completion has almost doubled in the last year: 18% March 2024 >> 34% March 2025
Contributions include:
Improved partner program descriptions
Increased Technical Support
Continuous partner cross-training
*Referral Completed is the status option used when the Receiving Partner confirms the referred customer successfully completed the appropriate steps to move forward (i.e., attending an orientation or one-on-one meeting or otherwise receiving services)
**Referral Closed is the status option used when the Receiving Partner cannot contact the customer after three attempts or when the customer does not receive services
The Airtable Referral System allows OSO and the AJC Network to view real-time data and referrals across 66 LWIA 7 organizations and agencies.
In 2024, OSO onboarded more partner organizations while facilitating concurrent cross-training to establish clear referral pathways. In 2025, the OSO team is building a more cohesive referral ecosystem. Airtable onboarding will be held monthly as the team identifies points of contact at each agency to receive referral submissions. Please review the most up-to-date Airtable User Guide and complete the Airtable Interest Form for more information about upcoming onboarding. Contact ema@scalelit.org with any questions.
With the launch of the Partnership’s LevelUP AJC Campaign, OSO restructured the Airtable space to include two referral forms: the Partner Referral Form and the Career Seeker Interest Form. Both forms will send referral information to the Airtable database. As of the end of May 2025, the site had more than 67,000 views and more than 23,000 new users, with more than 3,500 career seekers and 60 employers using the platform to complete a connection with an AJC.
If you have questions about Airtable, please attend the Airtable Office Hours on Tuesdays between 12:30 pm and 1:30 pm. Use this link to join the Zoom Airtable Office Hours.
The OSO prioritizes our partners' feedback and has finalized a new universal partner referral form that is ADA-compliant. The form allows more access to partners who utilize text-to-talk and tabbing or need higher contrast. Additionally, partners can now complete referrals in English or Spanish.
Business Services
The Business Services Project identifies the priorities and conditions of business services staff across LWIA 7.
In 2023, OSO conducted the Inventory and Assessment (I&A) Survey with Business Services staff. We will perform a similar survey with Employer contacts shared by Business Services teams throughout the network.
In October 2023, The Partnership and OSO launched the Business Services Interest Form in Airtable. OSO created a space in Airtable to gather information, engage with employers outside their current network, and create new partnerships. So far, 60 new employer partners have connected with Business Services staff through the Business Services Interest Form.
The OSO is committed to incorporating all four Sector Centers into the Airtable referral system to connect universal clients to sector employer partners. As of February 2025, the Healthcare, Hospitality, and Tourism Sectors can receive universal clients via Airtable referrals. The IT Sector Center will join the August Center-Level Meetings to provide cross-training for the network on how to connect customers to IT employment and training opportunities.
The business services working group will reconvene in 2025 to continue the next steps of the Inventory and Assessment. If you want to participate in any upcoming Business Services working group activities, contact the OSO team at oso@scalelit.org.
AJC Orientation and Materials
The AJC Orientation and Materials provide a standardized orientation video and informational materials representing all partner services available at the AJCs.
All materials are available in English and Spanish for staff and participants. For more information about the AJC Orientation and Materials, refer to the AJC Manual Volume 2.5 and the Systemwide Cross-training Space in Disco.
AJC Orientation Video
The AJC Orientation Video is a ten-minute pre-recorded presentation covering all of AJC Network’s offerings. All partners can use it to educate staff and participants who wish to learn more about the network.
Click here for the English Video. Click here for the Spanish Video.
ABOUT US
ScaleLIT is the One-Stop Operator for Chicago and Cook County.
Email: oso@scalelit.org
Learn more: scalelit.org/oso
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