American Job Center Customer Flow Scenarios

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Many states and local areas have expressed a need for tools that help American Job Centers (AJCs) coordinate staff and partners to work collaboratively across programs. This booklet features five illustrated stories that represent scenarios of customer experiences, and the guidance an AJC staff member might provide.

This booklet includes five completed scenarios that illustrate a diverse set of customers and situations:
  • Sam has an undisclosed disability and needs guidance on reasonable accommodations and other rights under the Americans with Disabilities Act while returning to the labor force.
  • Charles is an employer seeking guidance to hire and accommodate workers with disabilities and is seeking resources on employee retention.
  • Juana is a farmworker who needs to lodge a pay complaint, and additionally requires housing and education assistance.
  • Jim wants to get back to work after being incarcerated.
  • Adele is a single mother transitioning from public assistance to sustainable employment.
These stories introduce a variety of solutions and resources to assist the protagonist. It is not a comprehensive guide of all available programs, nor is it intended to set a precedent or limit the manner in which assistance is provided. The character scenarios are representations of individuals, just as each visitor to an AJC has their own path and personal needs.  This resource has the potential to achieve the intended goals, as is indicated by feedback received when early drafts were shared with Regional Office staff and AJCs.

Content Information

Content Type: Resource
Topics: Adult Education
Target Populations: Non-Target Population Specific


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Views: 167
Posted: 8/1/2017 5:31 PM
Posted By: Jayson Gleneck
Posted In: Disability and Employment
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