1002-5 STAFF RECRUITING AND TRAINING
As the primary point of contact for DPA clients, staff is required to have the tools and support needed to assure a high standard of customer service. An acceptable level of case management skills, fluency in verbal and written English, and thorough knowledge of DPA policy and procedures, including the Principles of Service, is necessary and expected.
Grantees and contractors must strive to hire staff that meet or exceed the basic requirements of knowledge, skills, abilities (KSA). See (WSPM attachment V):
Providers must continue to submit resumes for all newly hired staff to the appropriate DPA/WS Program Manager. If a new staff member does not meet the described KSAs, an individual training plan must be submitted with the resume. For staff who do not meet the KSA standard, a brief summary of the provider's justification in making the hiring decision must be submitted to the DPA/WS Program Manager for written final approval.
Managers and supervisors will assure each staff member knows, understands, and consistently follows Work Services Policy and Procedures. This is to be done through regularly scheduled file reviews as specified in the contract.
1002-5 C. Training Responsibility
Fundamentals of Work Service
1. The Provider will ensure that all staff attend the Division of Public Assistance's Fundamentals of Work Services (FWS) within 6 months of hire (waivers are available if the class is not offered within 6 months of hire). Staff will attend all 37.5 hours of training according to the FWS course schedule. Complete FWS pre-packet including feedback from supervisor or staff mentor. And, obtain a passing score of 80% on the post test.
2. A schedule of each agency's internal and external training plans must be submitted each quarter within 30 days of the end of the quarter. The summary will include the trainings which the agency has agreed to, to ensure all staff's competencies have been addressed.
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MC #3 (11/14) |