Partnering for Quality under the Workforce Investment Act: A Tool Kit for One-Stop System Building. Module 4: Designing a System for the Delivery of Integrated Services. Trainer Manual with Participant Workbook

This document is part of a five-module training package to help employment and training service providers comply with the Workforce Investment Act (WIA) of 1998 and develop a one-stop training and employment services system. It consists of the participant workbook, trainer manual, and activity worksheets for a module on designing a system for the delivery of integrated services. The training manual presents a detailed lesson plan that includes step-by-step instructions for using the following tools and techniques to deliver the module: presenting overhead slides; having participants complete exercises; writing information on flip charts; using small group discussions; and using full group discussion. The workbook activities and worksheets are designed to achieve the following objectives: (1) help participants learn about different partnering models; (2) help participants identify opportunities for collaboration in the delivery of services to help customers find jobs; (3) teach participants six principles for redesigning one-stop services that can be applied to the tasks of reengineering customer flow, service delivery roles, and services offered to meet identified customer requirements; and (4) help participants learn to apply various tools (including brainstorming, consensus building, affinity diagrams, process mapping with process task spreadsheets and flow charting, and mind mapping) to service functions. (MN)