Suddenly Virtual: Workforce Services, Eight Weeks Later

The report outlines the results of the survey completed by 48 Workforce Development Board staff members from four states, the two virtual roundtable discussions that included 17 participants, and the website audits that were conducted to identify what services had been made available to the public through those websites. All the participants in this study are delivering services at the local level.

At the time the research was conducted, many government agencies, including the public workforce system, were examining ways to return to service. The report highlights initial steps to maintain some level of service delivery despite the pandemic and then outlines plans shared by survey and roundtable participants to reopen centers and return to normal operations.

(This research brief is 8 pages long.)

The researchers' findings are presented as "Overall Themes" or observations and “Plans for Reopening.” They found that the public workforce systems examined have proven to be resilient and adapting to the challenges of operating during a pandemic.

They identified several key themes:

1. From Crisis to “New Normals” with Virtual Alternatives – here the authors describe how local service providers have adapted and revised their operations through creative solutions.
2. Prioritizing the Digitizing of Existing Services – here the authors note how service providers have transitioned to and prioritized digital tools and practices to operate in a socially distanced environment.
3. Identifying the Potential for New Possibilities – here the authors acknowledge structural changes taking place in the delivery of workforce services that may continue past the pandemic.

This last point is addressed in the final section of the report that outlines plans for reopening. An issue raised is how to better coordinate the delivery of services and avoid administrative and operational silos between different agencies working under the same physical and virtual roof of a one-stop center.

This research indicates that the public workforce system is continuing to adapt to the constraints and challenges that COVID-19 has created. Teams are operating more smoothly, and more services are being offered virtually. This research indicates that the public workforce system is continuing to adapt to the constraints and challenges that COVID-19 has created
With states reopening, attention is now turning toward offering in-person services. Local workforce areas are considering a variety of options that will accommodate social distancing and other public health guidelines, although there are concerns about their ability to manage potential crowds of job seekers looking for information on unemployment claims.

There are also concerns about the fragmented nature of this planning and how co-located programs will coordinate on policies, procedures, and expectations. It is important to note that communication and shared decision making with frontline staff will be key to successful reopening. It is also important that as this planning continues, public workforce agencies consider how they will build upon and leverage virtual services

• Last Updated:
• Created:
• Resource Publication Date: 2020
• Author(s): Martin, M.; Volpe, L.
• Funding Source: John J. Heldrich Center for Workforce Development at Rutgers University
• Resource Availability: Publicly available
• Posted by: Wesley Peterson
• Posted in: Workforce System Strategies