Page 1 of 3

Design Team Meeting / Date: January 22, 2009
Time: 9:00 am to 11:00 am
Location of Meeting: work2future Campbell
Meeting called by: /

work2future

/ Type of meeting: / Monthly
Facilitator: / Jorge Tapia / Note taker: / Carl Begay
Timekeeper: / Jorge Tapia
Attendees: / Lori Strumpf, Kandy Aglony, Sangeeta Durral, Denice Ceballos, Jorge Tapia, Linda Higgins, Fran Vader, Kathy Parker, Michael Burciaga, Mary Dariano, Lidia Doniz, Tamia Brown, and Angela Cipperly
Absents: / Monique Melchor, Diane Olsen, Claudia Lopez
----- Agenda Items-----
I. Review/Follow-up info from 01/08/09 meeting
II. Review Performance
·  Pilot Feedback Forms – Check with CQI see if complete
·  Comment Card Questions – Same as above
III. Customer Satisfaction
·  Quarterly Comment Card Reports
·  Evaluation Form – Workforce Institute will take on task to compile all info and complete report – Jorge you can give info this was from the integration mtg
IV. Process Improvements
·  Recommendation new membership - Welcome Fran Vader
·  Recommendation Form from Marketing Team – FAQ – Who does what – Mary to PRESENT
V. Business Services
·  Update – none to date
VI. Other
§  New and Announcements
§  Toolbox will now only be held in San Jose
§  STATE WORKER FURLOUGHS Info
------Notes ------
Agenda Item 1: / There were no minutes for last meeting 01/08/09
Agenda Item 2: / Review Performance
Discussion: / ·  Pilot Feedback Forms
·  The Design Team leader has been handed off to Jorge Tapia as the new facilitator
·  Before we began, we welcomed new Design Team members ( Sangeeta Durral and
Fran Vader)
·  CQI met 01/21/09, not enough members to conduct a meeting
·  Sample Business cards w/link to online comments still work in progress
·  Comment Card
·  Linda—possible flaw in reviewing and taking actions of online postings?
·  ● Lori—stated by Monday COB it is reviewed by her and forwarded CQI members and then to Parish that evening to post Tuesday 5PM
·  Linda recommended that the Design Team should discuss the comment cards at every meeting (add to agenda).
·  ● Design Team members should make 5 min on Tuesdays to
“skim” customer comment cards to take/make action
· 
Agenda Item 3: / Customer Satisfaction
Discussion: / ·  Quarterly Comment Card Report
·  Lori reviewed latest quarter report – 186 comment cards were completed in 4th Quarter 2008
·  This is a universal, due to all enrolled customers have access to complete comment cards.
·  Linda brought up since July 2008, 4000+ clients have been enrolled, and at present, over 2000 are ready for soft exit as of December 2008
·  Jorge made a motion for Lori to design a survey letter to the soft exited / disengaged customers to be sent by mail and email. Electronic survey will accurately capture responses rather than a returned form.
·  Lori, Linda and Tamia to form a work group to review the survey which Lori is designing.
·  Quarterly report focuses on facilities / staff individuals / tools & equipment / general
Suggestions and testimonials
·  CQI reviews the trends from the comment cards
·  Tamia shared that CQI rates the comments (ones to address ones not to address) develop / plan / process and make suggestions and recommendations for Design follow-up
·  Lidia would like a safe environment to vent about integration “perspective from the front line”
·  Jorge made a recommendation to have Tamia and CQI team to resubmit past recommendations that were turned down back to Design Team to Re-review
·  Angela shared that we need to post coaching times in all one-stops to let customers know that cut-off time is at 3:30pm
·  Lori shared that it is the responsibility of the Design Team to initiate a Mystery Shopper or Annual Review
·  Evaluation Form
·  As of December 1, all staff assisted workshops are using the new integrated evaluation forms
·  Linda was to meet with Ingrid….some of this was discussed previously at Quarterly Integration meeting
Agenda Item 4: / Process Improvements
Discussion: / ·  Recommendation New Membership
·  In a previous meeting, we briefly discussed developing a policy which involves being dismissed as a team member after 3 un-excusable absences.
·  Denise shared she will remain as team member, because she is representing Gilroy
·  It was discussed and approved to invite Cathy Sargent in addition to represent Campbell as a new Design Team member
·  Recommendation Form from Marketing Team
·  Mary presented a draft of Services and a small blurb about their program services
·  As members we need to submit an email to her by Friday so she can finalize from draft to final
Agenda Item 4: / Business Services
Discussion: / §  Update: BS is still working on their definitions and processes.
Agenda Item 5: / News and Announcements
Discussion: /
·  Total Tool Box
·  Due to the current economic downturn, increased traffic into Campbell and the parking situation, tenant room use and booking, all future Total Tool Box sessions will be at the Parkmoor location for this quarter. It will be reviewed for next quarter to add Campbell again.
·  State Worker Furlough – the Campbell location will be closed to the public on the first and third Fridays of the month beginning February 6.
·  Staff schedules will have to be address, this could change on a moments notice, but we need to have a plan in action should this occur.
·  Design 911 will convene to develop signage for customers, closures, services and staffing restrictions.
·  Lidia shared safety concerns with closures on the horizon, client expectations not being able to reach Unemployment Insurance, frustration levels rising…would CQI draft a recommendation to present to design team?
------Adjourn ------
Next Meeting: Thursday, February 19, 2009 / Location: / Gilroy Board Room
Time: / 9:00 – 11:00 am