The Big Three: Operations, Fiscal and Quality

Three-part series

Series Price:      Member - $225     Non-member - $255  (each participant must register separately)

Individual episodes: $145/episode



Click here to download the paper form, complete it, and return it as instructed on the form.


Each series participant receives 3 one-hour webinars, a final exam and a Certificate of Completion.

Session 1: Quality is Everyone’s Responsibility  -  October 4, 2017  -   1:00 PM Eastern

The session will begin with a welcome to the series, an overview of how the webinar will flow and the topics DW will be covering. With the launching of WIOA final regulations this past August and TANF reauthorizations on the horizon, workforce boards, staff and contractors must think about quality in service delivery and workforce programming differently. WIOA states that customers must have access to a seamless system of high-quality services through coordination of programs, services, and governance structures. Both WIOA regulations and TANF reauthorization discussions place an emphasis on high-quality, innovative education and training opportunities through the Local Workforce Board and One Stop Centers.  

This session will review WIOA expectations relating to quality and will focus on the reasons why it’s important to establish interrelationships between Operations, Fiscal and Quality teams (“The Big Three”) to drive program results. Why the Big Three? We believe in the intentional intersection of operations, finance and quality team members who now, more than ever, are required to work as team members who collaborate, rather than function in silos. Common pitfalls that can result from breaks in the seamless delivery of quality programming will be presented, such as fiscal accountability, quality caseload management, and customer satisfaction. Methods to ensure the “Big Three” are working closely together to proactively deflect, mitigate and address these hazards will be discussed. A plan for discovery and project outcomes will be presented for use during the transition activity.

Session 2: Quality Systems  -  October 11, 2017  -  1:00 p.m.  ET

Quality management systems and standards, such as ISO 9001, are designed to help organizations ensure that they address the needs of customers and key stakeholders, while meeting the laws and regulations related to the product or program they are delivering.  he next step in implementing a quality management system is to rally the “Big Three” around the goals and objectives involved in developing and adhering to such a system.  

This session will introduce a general overview of quality systems, such as Six Sigma or ISO 9001, which DW is certified and qualified to present, and discuss how the usage of the quality concepts impact workforce quality measures. By gathering and sharing relevant data, root causes can be determined and tools and strategies that influence quality can be effectively implemented. 

DW will utilize the example of underspending Work Based Learning funding, which is now required at a 20% expenditure level, as it has emerged as a common area of concern for boards across the nation. Service providers who struggle with this new WIOA requirement will have negative impact in operations, finance and quality. Using the “Big Three” strategy, solutions for system improvement will be shared.

Session 3: Continuous Improvement  - October 18, 2017  - 1:00 p.m.  ET

Once a new process or system is launched, the “Big Three” should remain vigilant in looking at ways to develop the system further. By not only looking at ways to continuously improve service delivery through work design, but also through the culture of an organization, employees, customers, efficiencies and outcomes are positively affected.

DW will present scenarios within their workforce systems where measurement, tweaking and re-planning until the ideal solution was in place was beneficial. Strategies for monitoring and follow-up will be discussed for long term success. In addition, tips for increasing accountability through an environment where employees become personally invested will he shared.

Each series participant receives 3 one-hour webinars, a final exam and a Certificate of Completion.


Download the paper form, complete it, and return it as instructed on the form.

    • If you are unable to place the credit card number on the form, you must provide the credit card's last four digits, signature of the cardholder, and cardholder contact information on the form. 
    • You will then be contacted via phone for full credit card number.
    • Incomplete forms will not be processed.
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