Free Training for Case Managers | Maher & Maher
Maher & Maher, an IMPAQ Company - Investment Advisors for Talent Development.

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Free Training for Case Managers

To be good at workforce development is to be good with people. Good with the employers and business people shaping the landscape of jobs, and good with the individuals that walk in our American Job Centers each day looking for work and better opportunities. Case managers are on the frontlines of this important work, and investing in their skills and professional development is a critical part of ensuring that American Job Centers (AJCs) bring value to their communities.

If you’re looking for new professional development resources for your case managers, look no further than Case Counselor Training: Four Indicators of Effective Service Delivery, a training we developed with Jobs for the Future and ETA’s Region 1 team. The training is organized around four key skill areas:

  • Writing Effective Case Notes – Case managers learn how to capture and record valuable notes from conversations with customers and tell a customer’s story so that colleagues and supervisors can provide seamless customer service in the case counselor’s absence.
  • Understanding Basic, Individualized, and Follow-Up Career Services – Case managers learn how to distinguish among types of career services; understand the difference between self-service customers (“Reportable Individuals”) and staff-assisted customers (“Participants”); dig deeper into the functional alignment of One Stop operations and the “No Wrong Door;” and understand Priority of Service. 
  • Improving Time Management –  Case managers learn promising techniques and tips on time management and how to share this responsibility with customers and colleagues.
  • Knowing What Employers Want – We like to call this “What Every Case Counselor Should Know About Business Services.” With a better understanding of what employers are demanding, Case Counselors can support their Business Services colleagues and their job seeking customers with more information and context.

For each topic, we’ve created a PowerPoint presentation, a teaching aid, and a quiz that can be used to measure the case counselor’s proficiency level.  An AJC can choose to issue a certificate of completion to staff members who successfully pass the quizzes. A sample certificate is also included. The certificate can be tailored by the AJC to reflect completion of each module or the whole suite of modules.

Visit WorkforceGPS to see an overview of the training and all the documents you need to deliver this training at your own AJC. 

Maher & Maher is a specialized change management and talent development consulting firm based in New Jersey and Washington, D.C. The firm is U.S. Department of Labor’s national technical assistance provider supporting the Employment and Training Administration’s implementation of the Workforce Innovation and Opportunity Act (WIOA) and a number of other priority initiatives of the administration that advance and promote the public workforce system. Maher is also currently involved in a number of sector strategy, regional planning, organizational strategic planning and training initiatives in multiple state and regional areas. For more information about our services, visit our website or call us at 1-888-90-Maher.


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