Employment Ontario Information System (EOIS) Case Management System

Transcription

1 Employment Ontario Information System (EOIS) Case Management System Service Provider User Guide: Reporting ES Service Quality #10 ES Detailed Service Quality #11 Version 1.9 December 2017

2 Table of Contents ES Service Quality # ES Detailed Service Quality # Document History... 3 Description... 4 Access... 4 Format, Schedule and Retention... 4 Data Filtering... 5 Data Sources... 5 Column Descriptions... 5 Calculation and Data Sources Details... 6 Customer Service... 6 Customer Satisfaction... 6 Service Coordination... 7 Effectiveness... 9 Employed/Career Path... 9 Training/Education Suitability Efficiency Assisted Service Participants RI Workshops/Info Sessions Participants Service Quality Standard Allocations and Expenditures Release 17.4 Version The Queen s Printer Page 2 of 14

3 Document History Version # Date Description 1.0 November 2010 Initial version released following the launch of the system in August Change Summary: Placement employer satisfaction is sourced from new field on the service plan placement plan item; the associated response rate will include all responses from this source Referred In excludes referrals in from 1.1 May 2011 ES Providers Referred out includes new selection high school Employed outcomes include new selections for employed part-time and employed full-time Highest Level of education suitability indicator includes Grade 12 Pro-rated intake target formula is based on 12 months vs. 8 months on the previous year s report 1.2 January 2012 Style guide revisions made for Release May 2012 Updates made to the User Guide to reflect change requests. 1.4 May 2014 Changed to reflect updated provincial standards within the Service Quality Standard. New section added for Youth Employment Fund (YEF) targets and allocations and comparison to actuals. 1.5 July 2014 Updates to reflect new Release 4.0 user interface. 1.6 December 2015 Update to format and readability 1.7 June 2016 Updates to reflect Release September 2017 Update to reflect Release 17.3 Change to report retention period Updates to reflect Release 17.4: 1.9 December 2017 Change reference to Aboriginal Persons to Indigenous Release 17.4 Version The Queen s Printer Page 3 of 14

4 Description The Detailed Service Quality report shows all of the indicators that are attributed to each performance measure, including numerator and denominator columns representing the actual number of participants used to calculate the percentage, whereas the Service Quality Report shows a summary of the measures only. Both reports compare contractual commitments noted on Schedule B of the contract a service provider holds with the ministry, to actual results based on Case Management System (CaMS) data. Performance report data is cumulative starting from the beginning of the fiscal year. Actual results are summarized for each service delivery site from the beginning of the fiscal year, to the end of the month listed in the report header. The report has data for four main reporting areas: YTD All Participants, YTD Job Search, YTD Job Placement, and YTD Job Retention. Each closed service plan is reported in one or more of the columns, depending upon which sub-goals with completed plan Items were created for it. Therefore the numbers for these three areas will not match the YTD All Participants figures. The actual results under the YTD All Participants area are used to compare against the performance commitments from the site s Schedule B. Each performance measure result that factors into the overall service quality standard is highlighted in yellow on the report. The Job Search, Job Placement, and Job Retention service areas are purely for information purposes. Note that an assisted service participant may have received more than one type of service, and thus may be counted in more than one of these service areas. Access This report is available to both service provider managers and staff report user roles, and it is also available to your ministry ETC. Format, Schedule and Retention This report is designed to be opened and viewed in PDF, and will print well if directly printed from the EOIS SP Reporting website. The performance reports are generated on the first Monday of the following month. A total of 121 months of reports are retained on the EOIS SP Reporting Website. Any changes made to data after month end will be reflected in the following month s report. Release 17.4 Version The Queen s Printer Page 4 of 14

5 Data Filtering All R&I data entered by service providers ( Participation and Customer Satisfaction data), where the month and year falls within the fiscal year. Includes all information sessions where the start date falls within the fiscal year. Data Sources The information in the report is drawn from closed service plans and monthly (RI) data entered by the service delivery site. The closure date uses the system date when the service plan is closed and is not an input or editable date. Data for Assisted Service participants filters into the report based on the service plan closure date being within the report period. Monthly RI data collected under the service delivery site section filters into the report based on the year and month the data is entered for. Assisted service participants are defined as participants who have received at least one of the following services: Job Search, Job Matching and Placement, and/or Job Training/Retention services. For these sub-goals, at least one plan item must be completed for the data to appear on the report, and for the Job Matching Placements and Incentives sub-goal, the plan item must be either Placement with Incentive or Placement without Incentive. Closed service plans that have a closure reason of Opened in Error are excluded from the report. Column Descriptions The ES Provincial Target column shows the minimum standard identified for each performance measure by the ministry. The Performance Commitment Annual Target column represents the service delivery site target identified on Schedule B (Service Quality Site Commitments column) of the contract between the service provider and the ministry. The numerator column represents the count of participants who meet the criteria being measured. The denominator column represents the total count of participants who could have that measure. Release 17.4 Version The Queen s Printer Page 5 of 14

6 The YTD % of Target column represents how the service delivery site is achieving against the target. 100% or better indicates that the service delivery site is meeting or exceeding its performance commitment. Calculation and Data Sources Details The Detailed Service Quality report lists the values that are used to calculate various performance measures. Customer Service Customer Service has two performance measures: Customer Satisfaction and Service Coordination. Customer Satisfaction Customer Satisfaction is based on the sum of the Assisted Service Participants and the RI Workshop Session Participants who have responded with a 4 or 5 rating to the customer satisfaction question. Assisted participant Customer Satisfaction is recorded on the Close Service Plan page. The denominator for Assisted Service participants is the number of closed service plans with a rating of 1 through 5. The RI Workshop Session Participants customer satisfaction is recorded on Customer Satisfaction page for both Event Participant and Individual respondent types. The numerator is drawn from ratings 4 and 5. The denominator is drawn from same the source counting all participants responses (ratings 1-5). The Participant Response rate is a total of all Assisted Service participants who answered the customer satisfaction question with a rating of 1-5, plus the number of RI Participants who answered the customer satisfaction question with a rating of 1-5. The denominator is the number of Assisted Service Participants who answered 1-6 (6 being no response), plus the total number of Number of Individuals Participating as reported on the Participation page. RI Employers customer satisfaction, the information is drawn from the Customer Satisfaction page. The numerator is drawn from ratings 4 and 5. The denominator is drawn from same the source counting all participants responses (ratings 1-5). Placement Employer customer satisfaction is drawn from the placement with or without incentive Plan Item page. The numerator is drawn from ratings 4 and 5. The denominator is drawn from same the source counting all participants responses (ratings 1-5). Release 17.4 Version The Queen s Printer Page 6 of 14

7 The Employer response rate is a total of all RI Employers and Placement Employers who answered the customer satisfaction question with a rating of 1-5. The denominator is based on the Number of Employers Participating as reported on the Participation page plus the number of placement employers who answered 1-6 (6 being No response ). Service Coordination Service Coordination is drawn from one of the following two areas: Referrals In and Referrals Out. Referrals In Referrals in are based upon having one or more of the following sub-categories the Referred In field on the Create Service Plan page. All selections except for No Response, Informal Word of Mouth/Media Referral, and Employment Service Provider are counted. Referrals Out Referrals out are based on either the Ministry Delivered Programs (which can be selected form the Select Sub-Goal Type page), Referral to Other Programs and Services or Referral Out to Other Community Resources (both can be selected under the Referrals To Other Programs and Services sub-goal Type on Select Sub-Goal Type page): Referred out - registered in Ed./Trg to complete high school or equivalent is based on the subgoal type of Referral to Other Programs and Services with the following plan item referrals: High School General Education Development Independent Learning Centre Academic Career Entrance Release 17.4 Version The Queen s Printer Page 7 of 14

8 Referred out - registered/participating in training is based on the sub-goal type of Ministry Delivered Programs with the following plan item referrals: Bridge Training for Immigrants Apprenticeship Program Pre-Apprenticeship Program Co-op Diploma Apprenticeship Program Literacy Other govt Training Prov Other govt Training Fed, Language Service Training Or the sub-goal type of Referral to Other Programs and Services with the following plan item referrals: Referral to Fee Payer Referral to Job Creation Partnership Referral to Second Career Referral to Self Employment Referred out registered/participating in other employment is based on the sub-goal of Referral to Other Programs and Services : EO Youth Job Connection Provider EO Youth Job Connection Summer Provider EO Targeted Initiative for Older Workers Provider Referred out - registered or confirmed receiving services with other community resources that support employability is based on the sub-goal of Referral to Other Programs and Services Credential Assessment EO Action Center EO RRTS, Govt Services Municipal Ontario Disability Support Program Ontario Works Release 17.4 Version The Queen s Printer Page 8 of 14

9 Or the sub-goal Referral Out to Other Community Resources with the following plan item referrals: Child Care Educational/Academic Services Financial Planning Health/Counselling Services Housing Services Language Services Assessment Legal Services Newcomer Services Regulatory Bodies, Ontario Disability Support Program Ontario Works Any other referred out plan items not noted above are not counted under the Service Coordination measure. The denominator is the number of closed service plans for Assisted Service participants. Effectiveness Effectiveness is divided into two main categories: Employed/Career Path which is the sum of the first eight sub-categories, and Training/Education which is the sum of the remaining 11 sub-categories, all of which are based upon the outcome of the service plan: These are from the Close Service Plan page. Employed/Career Path Total employed equivalent to the sum of: 1a employed full-time 1b employed part-time 5 employed apprentice employed in area of training/choice in a more suitable job employed in a prof occ/trade Release 17.4 Version The Queen s Printer Page 9 of 14

10 Training/Education OSSD or equivalent postsecondary academic upgrading other education Second Career Program EO training initiatives EO Literacy training ESL/FLS MCI Bridge projects Federal other occupational skills training The following outcomes aren t included in the Effectiveness measure: Unable to work Unemployed Unknown The denominator is based on the number of closed service plans for assisted service participants. Suitability Suitability is based on the summed total of all 14 sub-categories divided by 14. The information is drawn from two sources the Person page and the Client Summary. The following indicators are sourced from the Person page: Age <20 Age >44 Persons with disability Indigenous persons Age is based upon Service Plan Creation Date Date of Birth. Release 17.4 Version The Queen s Printer Page 10 of 14

11 The following indicators are sourced from the Client Summary page within the service plan: Less than or equal to Grade 12 - grade levels selections grade 12 and under from the highest level of education field Educated outside Canada Outside Canada selected from the country highest level of education completed field Credentials not recognized all selections with the exception of not applicable Worked, but not in Canada selection from the Employment Experience field No work experience selection from the Employment Experience field Employment skill selection equal to needs development > 26 weeks Time out of school/work selections equal to 6 months to a year or more than a year History of poor work retention selection equals Yes Job search skill - selection equal to needs development Source of income - selection equal to: Employment Insurance, Ontario Works, Ontario Disability Support Program, Dependent of OW/ODSP, Crown Ward, No source of income Language skill - selection equal to needs development Labour market change selection equal to Yes The denominator is the number of closed service plans for assisted service participants. Efficiency Efficiency also known as intake is based on two indicators: Assisted Service participants and RI Workshops/Info Session participants. The actual number of participants is divided by the annual target (pro-rated for the report period) to obtain the percent of target achieved. Assisted Service Participants Assisted Service participants are defined as participants who have received at least one of the following services: Job Search, Job Matching and Placement, and/or Job Training/Retention services. For these sub-goals, at least one plan item must be completed for the data to appear on the report, and for the Job Matching, Placements and Incentives sub-goal, the plan item must be either Placement with Incentive or Placement without Incentive. Release 17.4 Version The Queen s Printer Page 11 of 14

12 RI Workshops/Info Sessions Participants RI Workshops/Info Sessions Participants is based on the number of attendees for all information session types and audiences. This information filters into the report timeframe based on the To Date field. Total ES Activity is based on the sum of the Assisted Service participants and the RI Workshop/Info Session participants. For Efficiency, the actual column uses a pro-rated Intake number based on report period. For example, for the September YTD report, half of the year has passed, so the comparison would be against 50% of the annual target. 100% or better indicates that the service delivery site is meeting or exceeding its performance commitment. Only results up to and including 100% factor into the service quality standard. Service Quality Standard The Service Quality Standard calculation is shown in the chart below. Each performance measure result is highlighted in yellow under the YTD All Participants column. The highlighted figures attribute to the service quality standard. Each measure is multiplied by the weight and divided by 10 to achieve value; the values are then summed to achieve the overall service quality standard. The Maximum Value column represents the maximum value that can be applied for each measure, for example if a service delivery site has achieved more than a 100% for service coordination or intake, only the maximum value is applied for the service quality standard calculation. The report lists service quality values of the 3 Dimensions and individual measures, providing both the Provincial Standard values under the Prov Value column on the report, and the site s commitments under the Target Value column on the report. Release 17.4 Version The Queen s Printer Page 12 of 14

13 Allocations and Expenditures For each area in the Allocations and Expenditures section, there is a count, a total, and an average cost. The average cost is the total divided by the count. Additionally, in this section, there is the allocation that is from the Schedule B for the site, as well as a % of Allocation Spent column. This is calculated by dividing the expended total by the allocation. Note that this column is only for the YTD All Participants. There are a few allocations that are listed, for which there are no corresponding expenditure values entered into CaMS. These are listed for information purposes only. They are: Operational Allocation Other Funding 1 Other Funding 2 Other Funding 3 TOTAL All of the other categories have corresponding expenditure values in CaMS, and are tracked accordingly. The Actual Cost fields are summed for expenditures on the report. Please keep in mind that only closed service plans are shown on the report, therefore this report does not provide a fulsome indication of all the site s expenditures for the report period. The YTD All Participants area is the one used to compare against the site s commitments in the Schedule B (Amount Column). The other three areas (Job Search, Job Placement, and Job Retention) are for information purposes, as a participant s support expenditures will show up in each area that they received service in. As a result, the sum of the expenditures and counts for these three columns will not equal the YTD All Participants figures. There are three expenditures that are allocated to Employers as well as a total: Placement with Incentive Apprenticeship employer signing bonus initial Apprenticeship employer signing bonus final Total Expenditures to Employers Release 17.4 Version The Queen s Printer Page 13 of 14

14 There are thirteen expenditures that are allocated to Participants as well as a total: Transportation support Clothing support Special equipment support Certification charges support Training cost support Childcare support Language assessment support Academic assessment support Translation of academic documents support Workplace accommodation needs support Other support Apprenticeship Scholarship initial payout Apprenticeship Scholarship final payout Total Participant Employment and Training Supports Total Employer and Participant Expenditures Release 17.4 Version The Queen s Printer Page 14 of 14