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Cross System Customer Service Alignment is a Course

Cross System Customer Service Alignment

Ends Apr 30, 2022
1 credit

$10 Enroll

Full course description

Pre-Recorded Webinar: This session provides a workforce collaboration with the outline of structure in which a system can assess its own level of alignment (how programs within the AJC align or “integrate” services for customers), establish priorities, develop work plans to address those priorities, and work toward continuous program improvement in alignment. 

Upon completion of this webinar, participants will be able to:  

  •  Identify with a process to define “alignment” across service systems
  • Describe a process for collaborations to self-assess and prioritize in a collaborative service approach.
  • Develop and implement work plans collaboratively, with a vision for “collective impact” in a community

Presenter: Low Adams, Co-Presenter: Doug Keast

Lou Adams has 30 years of experience in administering programs in vocational rehabilitation; training and technical assistance; organizational development; quality management; workforce development and education.  He is the developer and a subject matter expert on a Vocational Rehabilitation and Workforce Development service alignment model for improving quality employment outcomes. Lou has proven effectiveness in aligning systems, enhancing collaborative partnerships, improving quality employment outcomes. He managed the state-wide business service unit in Michigan and expanded the State VR Program’s self-employment/small business.  Lou has a MA in Counseling and Guidance from Central Michigan University. 

Doug Keast is a Project Manager for the National Disability Institute.  Since 1979, he has worked in sheltered workshops, coordinated a Supported Employment and provided technical assistance to County Officials implementing Supported Employment.  Doug served on Iowa’s WIA implementation team, that supported the development of the local WIBs, facilitated strategic planning and MOU development between WIBs and the service entities in their communities.  With NDI, Doug has provided technical assistance through the Disability Employment Initiative and coordinated NDI’s team addressing WIOA Systems Alignment and Common Performance Measures with the Workforce Innovation Technical Assistance Center (WINTAC). Doug has a Master of Science degree in Vocational Rehabilitation from Drake University.