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Reemployment Initiatives and Beyond Improving Show Rates June 30, 2016 National Data CO Links to Reemployment 43% No Show Rate Nationally – 23% no show rate for RESEA Why pay attention? Easy DW eligibility RESEA reimbursements Low show rate = Low ROI for staff and center National Perspective (USDOL) Create supplemental insert (1-2 pages) Inviting messaging – Nudging Personalized Promote value and benefits of the Workforce System Courtesy contacts before orientation Text, Phone Call, Email, IVR, Phone App, etc DOL Behavioral Interventions Project Brief (Apr2016): Encouragement Emails Increase Participation in Reemployment Services Recommendations Positive tone - develop relationship Concise instructions - easy instructions encourages immediate action Reminders - reduce inattention & forgetfulness Planning prompts - reduce procrastination Many Reasons for No Show Job interview and job-search related conflict Gone back to work No longer on UI Starting a job in two weeks or less Job Attached or in training or in WIOA Moved Lost in mail Inconvenient location Lack of transportation Scheduling problems Oversleeping or forgetfulness Lack of child care Medical Industry Suggestions Track reasons for no shows – Look for Trends Send reminders postcards/mailers/text/phone app/automated Studies show personal calls are more effective over automated calls - American Journal of Medicine Review contact information with each contact Thank customers who cancel/reschedule in advance Overbook orientation - reasonable turnout and use of staff time (continually monitor show rate) Develop strong relationships with customers to increase commitment to your agency Other Industry Suggestions Website reminder – benefits and importance of our services and keeping appointments 91% of Americans have their mobile phones within arm’s reach 24 hours/day Text message reminders increase show rate by nearly 50% (by Health Services Research) Ask customers the best way to reach them (during orientation) – look for trends and act Track results Create Solutions Solutions: Providing trend info (IE: public transportation options) Changing perceptions of WF system through marketing and meaningful services Incentive system for referrals to new WIOA customers Emphasize “what’s in it for me”. Discontinue any messaging about “mandated program” Reduce wait times for 1:1 – what can be done for those customers that will be seen that same day? Is there down time in between appointments? Mindfully highlight that unemployment benefits will be impacted for non-attendance Incentives Can we use incentives to entice customers to attend orientation? RESEA and Links do not provide funding for supportive services, training or the purchase of tools, software, or assessments Other funding??? Potential Future Solutions Customers schedule themselves More personalized CDLE orientation letter Attend an orientation at a different location Others? Ideas From Local Areas Pueblo – “Important” sticker on envelope Others??? Questions? References: The New York Times – Britain’s Ministry of Nudges http://www.nytimes.com/2013/12/08/business/international/britainsministry-of-nudges.html?ref=business DOL Behavioral Interventions Project Brief (Apr2016): Encouragement Emails Increase Participation in Reemployment Services Article above uploaded to Reemployment and UI Partnership team room: Tools and Resources folders for both Links to Reemployment and RESEA)
