An Evaluation of the Self-Service Approach in One-Stop Career Centers. Final Report

This report presents findings from a study of self-service systems in eight One-Stop Career Centers that were identified as being particularly efficacious or noteworthy for completeness of resources, ease of use, or outreach to special populations. Chapter I describes the study design. Chapter II describes physical facilities. It focuses on the Resource Rooms in the centers that provide hard-copy and electronic resources and are open to the public on a walk-in basis. It details types of hardware available: computers, copiers, fax machines, televisions for viewing videos, and telephone books. Chapter III explores strategies that centers use to facilitate access to self-service. It discusses centers' efforts to promote access to the Resource Room among five population groups (disabled individuals, individuals with limited computer skills, welfare-to-work program participants, youth customers, and non-native English speakers) and strategies to document performance of the self-service system. Chapter IV addresses how centers' staff Resource Rooms and explains staff members' responsibilities and training. Chapter V describes resources and tools typically available, clarifies challenges centers face in ensuring that resources and tools can be used effectively, and describes strategies centers have devised. Chapter VI describes self-service options centers have devised for employers. Chapter VII presents a summary of cross-site observations and draws conclusions. Appendixes include project profiles that describe major features of the Resource Rooms and an annotated listing of 34 resources. (YLB)