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Presentation

The Customer Experience in Employment Services

Presentation Title
The Customer Experience in Employment Services
Author
Ms. Linda Toms Barker - Principal Research Associate
Dates
October, 2017
Market
Workforce Development
Description

Linda Toms Barker gave a presentation explaining how American Job Centers can create a welcoming environment, encourage disability exposure, and ensure that staff have the resources they need to serve customers with disabilities effectively and respectfully.

APA Citation

Barker, L. & Magill, K. (2017, October). The Customer Experience in Employment Services. Presentation at the Pacific Rim International Conference, Honolulu, HI.

Present findings from recent research by Linda Toms Barker and Kay Magill illustrate the service experience for customers with disabilities. These researchers recently presented on the customer service experiences of people with disabilities in employment services in American Job Centers (AJCs). In this presentation, researchers described how centers can create a welcoming environment, encourage disability disclosure, and ensure that staff have the resources they need to serve customers with disabilities effectively and respectfully.

Toms Barker and Magill explained that equal opportunity for people with disabilities to access AJC is crucial, since these centers provide numerous job services, including resume help, job listings, job search assistance, and vocational training. The presentation also touched upon different types of accessibility (Physical, Communications, and Programmatic) and barriers to these forms of accessibility that people with disabilities encounter. Finally, presenters offer Do's and Don'ts that AJCs can use to create a more welcoming environment for people with disabilities.