Our projects

Digital Client Intake & Partner Integration System

Challenge
Clients seeking workforce services often had to visit multiple agencies, repeatedly sharing sensitive personal information, which slowed access to resources and created frustration.

Approach
Designed and implemented a secure digital client intake form to capture relevant information in one place. Configured permissions so responses were securely shared with approved community partners, enabling them to coordinate services in real time.

Results

• Reduced client wait times and duplicated data entry

• Improved confidentiality and information accuracy

• Enabled clients to receive employment, training, and support services without having to repeat their story at every agency

• Strengthened collaboration between workforce staff and community partners for seamless service delivery

Optimizing Workforce Development Program Delivery

Client Challenge
The workforce board needed to oversee multiple WIOA and non-WIOA-funded programs, including Adult, Dislocated Worker, Youth, and Veteran initiatives, with combined budgets of hundreds of thousands of dollars. They faced service delivery inefficiencies, funding waste, and communication gaps between the board and contractor staff.

My Approach

• Managed program budgets to ensure optimal allocation and compliance with Department of Labor and local funding requirements.

• Used data analytics to identify gaps in services and eliminate inefficiencies.

• Implemented technology solutions to improve collaboration, streamline processes, and enhance communication between the workforce board and contractor staff.

• Oversaw contractor performance to ensure high-quality, timely delivery of client services.

Results

• Increased service delivery efficiency and client satisfaction.

• Reduced wasted funding and improved resource allocation.

• Strengthened collaboration between board and contractor teams, creating a more cohesive and responsive service environment.

Turning Underperforming Programs Into High-Performing Success Stories

Client Challenge
Multiple local and federal workforce programs were failing to meet the U.S. Department of Labor’s performance measures. Documentation gaps, inaccurate data entry, and inconsistent follow-up were causing compliance issues and limiting outcomes.

My Approach:

• Assigned a dedicated Program Analyst to each program to conduct a comprehensive audit of program files and identify documentation gaps.

• Delivered targeted system training to front-line staff, ensuring correct data entry, proper follow-up procedures, and detailed outcome documentation in the workforce system.

• Established ongoing technical and data support, keeping program staff and management informed, compliant, and performance-focused.

Results:

• Closed all compliance gaps and ensured accurate, consistent program documentation.

• Significantly increased program performance across all measures.

• Enabled every program to not only meet but exceed Department of Labor performance standards.

Our projects

Eliminating Technology Waste & Boosting Collaboration

Client Challenge
The agency was spending significant funds on technology and software, much of which was underused, redundant, or unnecessary. Inefficient use of available tools was costing the organization both money and productivity.

My Approach

• Partnered with the IT department to conduct a full technology and software audit.

• Formed a Technology Improvement Team with representatives from every department to review and evaluate actual usage needs.

• Identified over 50 redundant or underutilized software licenses and services that could be replaced with existing Microsoft products already included in the agency’s subscription.

• Developed a 12-month implementation plan to phase out unnecessary software and transition to Microsoft-based solutions.

• Scheduled targeted training sessions for staff to ensure effective adoption and use of the new tools.

Results

• Saved the agency substantial annual costs by eliminating unnecessary technology expenses.

• Improved cross-department collaboration and communication using integrated Microsoft tools.

• Increased staff efficiency and the ability to collaborate with internal teams, external partners, and community stakeholders.

Strengthening Board-Contractor Collaboration to Improve Service Delivery

Client Challenge:
The agency faced ongoing collaboration challenges with its primary contractor, leading to service delays, reporting issues, and overall inefficiency. These issues contributed to employee burnout and inconsistent customer experiences.

My Approach

• Introduced regular joint planning sessions and collaborative meetings involving both workforce board staff and contractor teams.

• Created a problem-solving framework where both sides could openly identify operational challenges and develop solutions together.

• Ensured all program meetings included key decision-makers: board and contractor project managers, finance team members, and contractor senior managers when needed.

Results

• Streamlined processes and eliminated bottlenecks, leading to faster, more efficient service delivery.

• Improved consistency in services provided by both the board and contractor.

• Increased employee morale and reduced burnout by fostering a more cooperative, supportive work environment.

• Enhanced customer satisfaction through quicker, smoother service experiences.

Our projects

Implementing Real-Time Customer Feedback to Drive Service Improvements

Client Challenge:
The agency lacked a structured, real-time method to capture customer perspectives on the quality of service received from both board staff and contractors. Without this feedback, leadership struggled to pinpoint service gaps, recognize strengths, and address process inefficiencies within the workforce development system.

My Approach

• Designed and implemented a customer service questionnaire to gather real-time feedback from clients immediately after interactions with workforce staff.

• Analyzed collected data to identify strengths, weaknesses, and opportunities for improvement.

• Presented findings to leadership to guide data-driven decision-making.

• Leveraged insights to update and streamline policies and procedures, eliminate redundancies, and develop more relevant processes at both the board and contractor levels.

Results

• Provided leadership with actionable, customer-driven insights to enhance service quality.

• Improved organizational responsiveness to client needs by aligning policies with real-world feedback.

• Reduced inefficiencies by removing unnecessary processes and refining workflows.

• Increased customer satisfaction through more relevant, streamlined, and effective service delivery..

Internal Employee Satisfaction Survey to Improve Retention & Workplace Culture

Client Challenge:
The agency faced uncertainty about employee morale, management effectiveness, and overall workplace satisfaction. There was also concern about high employee turnover and the potential loss of top talent, which impacted continuity, service delivery, and organizational knowledge.

My Approach:

• Designed and implemented an internal employee satisfaction survey to gather real-time, anonymous feedback on:

  • Overall employee experience within the organization.

  • Effectiveness of management and leadership.

  • Perception of support and resources provided.

  • Understanding of the agency’s mission and strategic goals.

  • Clarity on how individual roles contributed to organizational success.

• Collected and analyzed data to identify trends, challenges, and areas for improvement.

• Compared survey results with employee turnover data to uncover correlations and root causes of attrition.

• Presented recommendations to leadership for targeted retention strategies and workplace culture enhancements.

Results:

• Improved leadership’s ability to proactively address employee concerns before they led to resignations.

• Strengthened organizational alignment by ensuring staff understood the agency’s mission and their role in achieving it.

• Supported development of retention strategies that reduced turnover and helped retain high-performing talent.

• Fostered a more engaged, motivated, and collaborative workplace culture.

Our projects

Strengthening Business Engagement & Workforce Pipeline Development

Client Challenge:
The agency’s Business Services Department was underutilized and struggling to effectively connect with local employers. Many businesses, ranging from small enterprises to major corporations, were unaware of the workforce resources available to them. Additionally, there was limited collaboration with educational institutions, resulting in missed opportunities to build a sustainable talent pipeline.

My Approach:

• Conducted a gap analysis of current business outreach strategies and employer engagement activities.

• Developed a strategic engagement plan positioning the department as labor market experts capable of providing targeted solutions for employers’ talent acquisition and skills development needs.

• Created training and talking points for staff to clearly communicate value propositions to employers.

• Designed initiatives to strengthen partnerships with high schools, community colleges, and universities to align curriculum with employer needs.

• Integrated collaboration between Business Services and the agency’s Youth Programs to help young people prepare for careers in in-demand industries.

Results:

• Increased employer awareness and utilization of workforce development services.

• Enhanced the department’s reputation as a trusted partner for workforce solutions.

• Expanded partnerships with educational institutions to ensure a steady flow of qualified candidates.

• Improved youth workforce readiness by connecting them directly with employer needs and expectations.