The Chicago Department of Family and Support Services (DFSS) and CWIC are partnering to make significant organizational improvements to the ~$30 million Workforce Investment Act (WIA) system in 2011. 

A systematic review

CWIC is working with DFSS to conduct a systematic review of the WIA system serving adults and dislocated workers.

The review considers WIA policy and practices and identifies areas of opportunity for system-wide improvement. 

These improvements will be written into the City's 2011 Request for Proposals and sent to community-based employment service agencies seeking to provide WIA services. 

Technical assistance for front-line staff

Simultaneously, CWIC is developing a strategy for delivering technical assistance to the winning service organizations to ensure that they are able to implement the new rules and practices on the ground.

As this project launches, CWIC staff continue to train current delegate agencies on customer service standards, including:

• Direct communication with customers


• Expected staff behaviors to support the standards


• Operational standards for systems and front-line areas (resource room, front desk and orientation)

The right response at the right time

CWIC also drove the process to improve the City's "rapid response protocol" so that rapid response teams could organize their resources as soon as companies announce layoffs and provide high quality information and guidance to laid off workers.