Los Angeles WorkSource System
Intercept
Customer Satisfaction Survey
2010-2011
Prepared for: City of Los Angeles
Workforce Investment Board
Community Development Department
Authors:
Deborah D. Heisley, Ph.D.
Richard W. Moore, Ph.D.
Mark Shors
Bobby Keo
The College of Business Economics
Table of Contents
OVERVIEW ............................................................................................................................ 4
METHOD ............................................................................................................................... 4
Table 1: Number of Surveys Completed at Each Center ...................................................................... 5
FINDINGS .............................................................................................................................. 6
Figure 1: Overall Satisfaction by Center .................................................................................................... 7
Table 2: Correlations with Overall Satisfaction...................................................................................... 8
Figure 2: Would you recommend this Center to Someone like Yourself? .................................. 9
Figure 3: Overall Satisfaction by Recommendation to Someone like Yourself.......................... 9
Satisfaction with Aspects of Services Received ................................................................................. 10
Figure 4: Satisfaction with Staff ................................................................................................................. 10
Figure 5: Satisfaction with Ease and Promptness .............................................................................. 11
Satisfaction with Employment Services and Training Programs ............................................... 12
Figure 6: Employment Services Satisfaction ......................................................................................... 12
Figure 7: Satisfaction with the Training Program ............................................................................. 13
Satisfaction with Facilities ......................................................................................................................... 14
Figure 8: Satisfaction with Facilities ........................................................................................................ 14
Age and Gender Relationship to Satisfaction ..................................................................................... 15
Figure 9: Overall Satisfaction by Age ....................................................................................................... 15
Figure 10: Overall Satisfaction by Gender.............................................................................................. 15
Spanish Language versus English Language Survey and Satisfaction ...................................... 16
Figure 11: Mean Satisfaction and Language ........................................................................................ 16
Employment Status and Satisfaction ..................................................................................................... 16
Figure 12: Overall Satisfaction by Employment Status .................................................................... 16
Figure 13: Overall Satisfaction by Level of Education ...................................................................... 17
Satisfaction by Frequency of Visits......................................................................................................... 18
Figure 14: Overall Satisfaction by Number of Visits in Last Month ............................................ 18
Figure 15: Overall Satisfaction by First Visit to Center .................................................................... 19
Satisfaction and Client Referral ............................................................................................................... 19
Figure 16: How did you learn about this center? ................................................................................ 20
Figure 17: Why did you come to the Center today? ........................................................................... 21
First Visits, Recommendations, and Accomplishments.................................................................. 22
Figure 18: Is this your first visit to this Center? ................................................................................... 22
Figure 19: Did you accomplish all you Wanted/Needed Today? ................................................. 23
ii
Demographics ................................................................................................................................................. 24
Figure 20: Respondents by Gender ........................................................................................................ 24
Figure 21: Respondents by Age ................................................................................................................... 25
Figure 22: Respondents Employment Status ........................................................................................ 25
Figure 23: Respondents Education Level................................................................................................ 26
Figure 24: Respondents by Language ...................................................................................................... 27
CONCLUSION ....................................................................................................................... 28
LOS ANGELES WORKSOURCE CENTER STUDY ....................................................................... 31
Spring, 2011 ........................................................................................................................ 31
THANK YOU VERY MUCH FOR YOUR TIME! .......................................................................... 34
Appendix B ........................................................................................................................................................... 35
Appendix D: Satisfaction with Staff by Site............................................................................................ 36
Appendix E: Satisfaction with Facilities by Site ................................................................................... 37
Appendix F: Employment Services Satisfaction by Site .................................................................... 38
Appendix G: Satisfaction with Promptness by Site ............................................................................. 39
Appendix H: Training Program Satisfaction by Site .......................................................................... 40
Appendix I: Would you recommend the Center to Someone like Yourself by Site ................. 41
Appendix J: How Did You Learn about the WorkSource Center by Site? .................................. 43
Appendix K: Why Did You Come to This WorkSource Center today? ......................................... 45
Appendix L: Frequency of Visits in Past Month by Site? ................................................................... 47
Appendix M: Current Class Enrollment by Site?................................................................................... 49
Appendix N: Language of Survey by Site ................................................................................................ 51
Appendix O: Gender Makeup by Site ......................................................................................................... 53
Appendix P: Age of Clients by Site .............................................................................................................. 55
Appendix Q: Education Level by Site ........................................................................................................ 57
Appendix R: Employment by Site ............................................................................................................... 59
Appendix S: Accomplish Everything by Site ........................................................................................... 61
iii
OVERVIEW
The City of Los Angeles’ Community Development Department contracted with California State
University Northridge to conduct customer satisfaction surveys at 18 WorkSource Centers. This
study is part of the larger Contractor Certification System, which includes a performance
management system known as SOFA, which refers to Customer Satisfaction, Outcomes, Flow of
customers, and Administrative performance.
The objective of the study was to measure satisfaction at each Los Angeles WorkSource Center.
More specifically, satisfaction data was collected on the following aspects of the program:
• Overall satisfaction
• Satisfaction with staff performance
• Satisfaction with facilities
• Satisfaction with center services
We also collected data on client demographics, reasons for using the center, and frequency of use
of center services. A copy of the survey is available in Appendix A.
In this report we answer the following questions:
1. Overall how satisfied are WorkSource Center clients?
2. How satisfied are WorkSource Center clients with different aspects of the services they
received?
3. Are there differences in overall satisfaction between different subgroups of clients?
4. How do clients learn about WorkSource Centers and why do they come to the centers?
5. What are the characteristics of WorkSource Center clients?
6. How do WorkSource Centers differ from each other on these measures?
METHOD
Here we compare the results of three surveys to show how satisfaction has varied over time. The
first two surveys are for Program Year 2010-11, the first conducted in fall 2010 and the second
in spring 2011. The final period is from Program Year 2011-12, and was conducted in the fall of
2011. Enumerators were sent to each WorkSource Center for a period of one day, and spent
eight hours at each location. During those eight hours, every person that visited the center was
approached and asked to complete the survey. Surveys were available in both English and
Spanish (86% of the respondents used the English questionnaire and 14% used the Spanish
questionnaire). A breakdown of the language that respondents used is in Appendix N.
Our goal was to have at least 30 completed surveys at each center. To achieve this goal, we made
sure to ask each center to schedule us on a typical day when there would be a sufficient number
of visitors to achieve our goal. In spring 2011, sixteen out of the eighteen WorkSource Centers
exceeded this goal, and only two centers fell below. In fall 2011 only one center had fewer than
4
30 surveys completed. Overall, over 1,000 clients completed the survey in both quarters. Table 1
outlines the number of completed surveys per Center. It is important to remember that this
survey includes everyone who came into the WorkSource center on a given day. Some clients are
universal clients who are not formally enrolled in WIA and just use the center on a walk-in basis.
Other clients are formally enrolled in WIA and receiving many more services.
Table 1: Number of Surveys Completed at Each Center
WorkSource Center
# Completed Spring
2011
# Completed Fall
2011
Chatsworth- Northridge
28
36
Chinatown
30
44
Canoga Park- West Hills
53
83
108
149
Housing Authority
43
24
Harbor
50
62
128
111
Marina Del Rey
38
47
Metro North Los Angeles
57
52
7
44
Southeast Los Angeles-Crenshaw
89
110
South Los Angeles
70
70
Sun Valley
32
83
Southeast Los Angeles- Watts
36
39
Van Nuys
94
67
West Adams- Baldwin Hills
30
22
Westlake
49
35
Wilshire - Metro
64
87
1006
1165
Downtown
Hollywood
Northeast Los Angeles
Total
This report summarizes key results from the survey with detailed data on each WorkSource
Center in the appendices.
5
FINDINGS
Overall How Satisfied are WorkSource Center Clients?
Survey participants were asked to provide their overall satisfaction rating for the WorkSource
Center they visited on the day the survey was completed. A scale of 1 to 10 was used to measure
satisfaction, with 1 being very dissatisfied, and 10 being very satisfied. Overall satisfaction for
the system as a whole was high with an average rating of 9.0 for both spring and fall 2011, the
same level achieved in fall 2010. Satisfaction among the WorkSource Centers ranged from 8.4 to
9.5 in spring 2011 and 7.7 to 9.7 in fall 2011. Figure 1 outlines the overall satisfaction results for
each center and Table 2 displays the correlations of other measures with overall satisfaction. In
Program Year (PY) 2010-11, the customer satisfaction level for this measure was set at 8.6. For
PY 2011-12 this level is set at 9.0. In the most recent period, fall 2011, eight centers achieved star
level performance.
6
Figure 1: Overall Satisfaction by Center
Mean Satisfaction
Overall Satisfaction
Fall 2010
Spring 2011
Fall 2011
9.0
9.0
8.9
South Los Angeles
8.8
Downtown
Hollywood
9.4
9.4
9.4
9.4
9.0
9.2
9.3
9.1
Northeast Los Angeles
Housing Authority Portal
9.0
9.3
9.3
8.4
Chinatown
9.1
8.7
8.9
9.1
9.3
Chatsworth- Northridge
9.2
9.0
8.9
Metro North
Westlake
9.2
8.9
8.6
8.8
8.9
9.0
West Adams- Baldwin Hills
Southeast Los Angeles-Crenshaw
9.1
8.8
8.4
Harbor
8.2
Marina Del Rey- Mar Vista
Canoga Park- West Hills
8.1
8.0
Wilshire- Metro
Sun Valley
8.8
8.8
8.7
8.7
8.6
8.5
1
2
3
7
4
5
6
7
8
9.3
9.5
8.7
8.5
Southeast Los Angeles-Watts
Van Nuys
9.6
9.5
9.5
8.4
9.1
8.9
9.4
9.1
8.9
8.9
8.9
9
10
Creation of Indices and Relationship to Satisfaction
We measured satisfaction on 22 different variables. We created five indices from these variables.
To better understand what aspects of service drove overall customer satisfaction, we correlated
each individual measure of customer satisfaction, as well as each of the indices, with overall
satisfaction. Table 2 reports the degree to which each item and each index was related to overall
satisfaction (a zero represents no relationship and a 1.0 indicates a perfect relationship).
Measures are ranked from the strongest relationship to the weakest as of fall 2011. As the two
correlation tables show, in fall 2011 the employment services index and “Support Services: child
care” variable had the strongest relationship with overall satisfaction. All clients received some
employment services and the index of all these questions was next best predictor of overall
satisfaction. Career counseling and job listings were also important. The least important aspect
of services was the facilities satisfaction index and parking variable.
Table 2: Correlations with Overall Satisfaction
Index Correlation
Correlations Survey Results
Employment Services Satisfaction
Index
Training Program Satisfaction
Index
Staff Satisfaction Index
Promptness Satisfaction Index
Facilities Satisfaction Index
Spring 2011
Fall 2011
0.76
0.72
0.78
0.64
0.72
0.72
0.64
0.61
0.58
0.57
Individual Item Correlation
Correlations Survey Results
Support Services Child Care
Career Counseling
Job listings
Knowledgeable Staff
Support Services Clothing
Ability to enroll in program
Promptness Satisfaction Index
Support Services Other
Respectful Staff
Paperwork Required
Staff availability
Phone Response
Equipment
Support Services Counseling &
Money Mgmt
Signage
Support Services Transportation
Support Services Housing
Assistance
Cleanliness
Parking
Spring 2011
0.66
0.70
0.63
0.69
0.68
0.66
0.72
0.71
0.63
0.66
0.60
0.65
0.59
Fall 2011
0.65
0.64
0.61
0.59
0.59
0.59
0.58
0.57
0.55
0.54
0.54
0.51
0.51
0.73
0.50
0.57
0.67
0.48
0.47
0.69
0.46
0.54
0.43
0.41
0.29
8
We also asked clients if they would recommend the center to someone like themselves. This
measure shows steady improvement from 84% in fall 2010, to an impressive 91% in spring 2011
and 92% in fall 2011 (see figure 2). Data by center is available in Appendix I.
Figure 2: Would you recommend this Center to Someone like Yourself?
Fall 2010
Spring 2011
Fall 2011
84.0%
91.0%
92.0%
Yes
6.3%
6.5%
5.3%
Unsure
2.4%
2.5%
2.6%
No
In addition, we looked at the overall satisfaction ratings by whether or not clients would
recommend the center. The results, shown in Figure 3, were not surprising. Those who would
recommend the center to someone like themselves had much higher levels of satisfaction (9.3)
than those who would not recommend the center or were unsure.
Figure 3: Overall Satisfaction by Recommendation to Someone like Yourself
Fall 2010
Spring 2011
Fall 2011
9.3
9.3
9.3
Yes
5.7
Unsure
No
0
2
3.9
3.8
6.0
4.9
4
6
9
6.4
8
10
Satisfaction with Aspects of Services Received
We know from previous studies that the quality of staff services is a key driver of overall
satisfaction. Our survey asked a series of questions about satisfaction with specific aspects of
staff service including respectfulness, knowledge, and availability. We then averaged the ratings
on these questions to get an overall Satisfaction with Staff Index. As Figure 4 below indicates,
clients remain highly satisfied with staff performance, with overall staff ratings of 9.0 systemwide. The aspect of staff service that customers were least satisfied with was staff availability.
This might indicate that the high volume of clients in centers makes it more difficult to get staff
attention than clients would like. Ratings by center are available in Appendix D.
Figure 4: Satisfaction with Staff
Mean Satisfaction
Fall 2010
Spring 2011
Fall 2011
8.6
8.7
8.7
Staff is Available
9.0
9.0
9.1
Staff is Knowledgeable
9.2
9.0
9.2
Staff is Respectful
Satisfaction with Staff Index
1
2
3
4
5
10
6
7
8
9
9.0
9.0
9.0
10
Similarly, we combined the ratings on “amount of paperwork required” and “how promptly calls
were returned” to create a Satisfaction with Ease and Promptness Index (see Figure 5 below).
While satisfaction here remains relatively high (8.7), it is lower than overall satisfaction with
staff.
Figure 5: Satisfaction with Ease and Promptness
Mean Satisfaction
Fall 2010
Spring 2011
Fall 2011
8.6
8.6
8.8
Paperwork Required
8.5
8.6
8.6
Response to Phone Calls
Satisfaction with Ease and
Promptness Index
1
2
3
4
5
11
6
7
8
8.5
8.7
8.7
9
10
Satisfaction with Employment Services and Training Programs
One of the main goals of the WorkSource Centers is to help clients transition into the workforce.
In the survey we asked clients to evaluate how well the centers prepared clients to re-enter the
job market. We asked about three specific aspects of employment services: job listings, the
ability to enroll in a training program, and career counseling. Again we combined these three
items into a Satisfaction with Employment Services Index. Overall, the index averaged 8.6 in
spring 2011 with an increase to 8.8 in fall 2011; again a relatively high level of satisfaction and a
slow, steady increase. Figure 6 shows that by fall 2011 clients were equally satisfied (8.7) 1 with
all three aspects of the employment services. A breakdown by individual center is in Appendix F.
Figure 6: Employment Services Satisfaction
Mean Satisfaction
Fall 2010
Spring 2011
Fall 2011
8.4
8.5
8.7
Career Counseling
8.5
8.7
8.7
Ability to Enroll in Training Program
8.6
8.6
8.7
Job Listings
Satisfaction with Employment Service Index
1
2
3
4
5
6
7
8
8.5
8.6
8.8
9
10
In order to be included in an index, the client had to have a score for each measure. An index was not created for
support services due the fact that clients did not have a score for each service, because many clients do not get
support services. Also, an index score can be higher than the mean scores for the all of the variables from which they
are composed of if clients who answered all questions answered higher levels of satisfaction in opposition to clients
who did not answer all questions.
1
12
While only 27% of clients reported being enrolled in a training program in spring 2011 and 41%
in fall 2011, those that were reported a high level of overall satisfaction with their training
experience, consistently an average of 9.0 in each of the time periods surveyed. This level of
satisfaction was similar to the scores in the fall 2010 survey. The Overall Training Satisfaction
Index was created by averaging satisfaction with specific elements of training including: the
quality of class content, the quality of instructors, and the relevance of the training program to
the client’s career goals. Figure 7 shows satisfaction with the individual elements as well as the
overall satisfaction with training. Detailed data on training in all WorkSource Centers is in
Appendix H. In interpreting these results it is important to understand that some clients may be
enrolled in long-term skill training and other may have attended a single session workshop on a
job search skill like resume writing or interviewing skills.
Figure 7: Satisfaction with the Training Program
Mean Satisfaction
Fall 2010
Spring 2011
Fall 2011
8.8
8.8
8.9
Relevance to Employment Goal
9.0
9.1
9.1
Quality of Instructors
9.0
9.0
9.0
Class Content
Training Program Satisfaction Index
1
2
3
4
13
5
6
7
8
9
9.0
9.0
9.0
10
Satisfaction with Facilities
WorkSource Centers have a variety of facilities to meet the needs of their clients. The survey
asked four specific questions about the WorkSource Center’s facilities including: parking,
equipment, signage and cleanliness. These questions were combined into a Satisfaction with
Facilities Index. The index shows that clients were highly satisfied with the facilities, with a 9.0
overall rating in spring 2011 and 9.1 in fall 2011. Clients were most satisfied with the cleanliness
of the facilities (9.4 in both spring and fall 2011) and least satisfied with parking (8.2 and 8.4
respectively). It is important to remember that these items tend to drive overall satisfaction less
than other aspects of service. Detailed data by WorkSource Center are available in Appendix E.
Figure 8: Satisfaction with Facilities
Mean Satisfaction
Fall 2010
Spring 2011
Fall 2011
7.7
Parking
Equipment
8.2
8.4
9.0
9.2
9.2
Signage
9.3
9.4
9.4
Cleanliness
Satisfaction with Facilities Index
8.9
9.0
9.2
1
2
3
4
14
5
6
7
8
8.8
9.0
9.1
9
10
Age and Gender Relationship to Satisfaction
We investigated the relationship between satisfaction and age (see Figure 9) as well as for
satisfaction and gender (see Figure 10) for fall 2011. One interesting side note is that there
appears to be a small decline in the satisfaction of the youngest clients.
Figure 9: Overall Satisfaction by Age
Mean Satisfaction
Fall 2010
Spring 2011
Fall 2011
9.0
9.1
9.2
Over 55 Years Old
9.0
8.9
8.9
21-55 Years Old
Under 21 Years Old
1
2
3
4
5
6
7
8
9
9.5
9.3
9.0
10
Figure 10: Overall Satisfaction by Gender
Mean Satisfaction
Fall 2010
Spring 2011
Fall 2011
9.2
8.9
9.0
Female
Male
1
2
3
4
5
6
15
7
8
8.9
9.0
8.9
9
10
Spanish Language versus English Language Survey and Satisfaction
Clients who opted for the Spanish survey rated overall satisfaction higher than those clients who
opted for the English survey (Figure 11).
Figure 11: Mean Satisfaction and Language
Mean Satisfaction
Fall 2010
Spring 2011
Fall 2011
Spanish
English
1
2
3
4
5
6
7
8
8.9
8.9
8.9
9.5
9.6
9.3
9
10
Employment Status and Satisfaction
Clients who are employed, whether full or part time, are slightly more satisfied than those who
are unemployed. The stress of being unemployed may somewhat lead clients to be more critical
of services received than clients who have full or part time work and are attempting to improve
their situation.Figure 12: Overall Satisfaction by Employment Status
Mean Satisfaction
Fall 2010
Spring 2011
Fall 2011
9.4
9.2
9.1
Full Time
9.1
9.2
8.9
Part Time
Unemployed
1
2
3
4
5
6
16
7
8
8.9
8.9
8.9
9
10
Finally, we found that overall satisfaction varied between those with different levels of
education. There was a tendency for those who have at least a Bachelor’s Degree to be less
satisfied on average than those with at most a high school education. This is typically caused by
the fact that those with more education are more self-confident and willing to be critical of the
services they receive.
Figure 13: Overall Satisfaction by Level of Education
Mean Satisfaction
Fall 2010
Spring 2011
Fall 2011
9.0
Elementary/Primary School
9.0
9.4
9.6
8th Grade Completion
9.0
9.3
9.3
Some High School
9.1
9.3
9.1
High School or Equivalent
9.0
8.8
8.7
Some College
Associate's Degree
Bachelor's Degree or more
9.9
9.1
8.4
1
2
3
4
5
17
6
7
8
9.0
8.9
8.9
8.7
8.7
9
10
Satisfaction by Frequency of Visits
We were also interested to see if the way people used services affected their satisfaction. Our
survey population included people who came to visit the center regularly and others who were
making their first visit. In Figure 14 we compared the number of times a client visited a center in
the last month to their satisfaction. We found that satisfaction tended to be higher in those who
visited the center only once that month (see Figure 15). It may be that clients who have been
coming to the center repeatedly and do not find a job become less satisfied as their frustration
builds. However, there is a slight suggestion that the result may be curvilinear; since we observe
that first time visitors and the most frequent users are the most satisfied.
Figure 14: Overall Satisfaction by Number of Visits in Last Month
Mean Satisfaction
Fall 2010
Spring 2011
Fall 2011
9.2
9.1
9.1
One Time
8.9
9.1
8.7
Two Times
Three Times
8.2
Four Times
Five or more Times
1
2
3
4
5
18
6
7
8
9.0
8.8
8.8
8.9
9.0
8.9
8.8
9.1
9
10
Figure 15: Overall Satisfaction by First Visit to Center
Mean Satisfaction
Fall 2010
Spring 2011
Fall 2011
First Visit
Not First Visit
1
2
3
4
5
6
7
8
8.9
8.8
8.8
9
9.3
9.5
9.4
10
Satisfaction and Client Referral
How do clients learn about WorkSource Centers and why do they come to the centers?
Figure 16 illustrates how clients reported that they first learned of the center. The pattern
remains constant over the three survey periods. The majority of clients reported learning about
the center from a friend or relative. Second to that is ‘other’, though we found most people who
checked ‘other’ wrote in the comments section that they learned of the center from EDD, which
should have gone under other agency. There was a decrease in the percentage of clients
reporting that they were referred by another agency from 13.3% (fall 2010) to 10.7% (spring
2011); however, this percentage rebounded to 14.8% (fall 2011). An additional 11.2% of clients
in fall 2011 and 12% in spring 2011 learned about the center by simply seeing the center’s sign.
These data continue to show that few clients attribute coming to the center to outreach activities.
It is important to note that these data does not indicate which of the referral sources might be
most effective; it only indicates the percentages of those currently used the most by clients, and
that is a reflection of the communication strategies currently in place by the centers. For
example, relying on friends and family to refer may be less effective than having good agency
relationships and a strong internet presence. Improved search engine optimization (SEO) could
increase the number of people who learn of the center through the internet, improved
relationships with colleges and schools would increase referrals by colleges and schools, perhaps
increased distribution of flyers would increase the number of referrals from flyers, and improved
outreach would increase the number of referrals from outreach. This survey can not answer
these questions, but it does suggest that WorkSource Centers may want to review out reach
strategies if they want to reach new client groups.
19
Figure 16: How did you learn about this center?
Fall 2010
Spring 2011
Fall 2011
Friend or Relative
Other
13.3
10.7
14.8
Referred by another agency
Saw building or sign
Internet or Web
Referred by a college or school
Saw a flyer
Met a staff member at an event
4.4
5.7
4.2
18.8
18.7
38.0
37.9
35.5
22.8
11.2
12.0
11.2
4.3
5.2
4.8
4.3
4.6
3.3
2.6
4.0
3.5
We asked clients to report the reason that they came to the center that day. They were able to
check as many activities as applied, so reported percentages total over 100%. We report
percentages for fall 2010, spring 2011, and fall 2012 respectively. Figure 17 orders these reasons
according to frequency of mention in fall 2011. The data consistently demonstrate that
approximately one-half (49.4%, 51.9%, 46.9%) of the clients visited the center to look at job
listings. Approximately one-third (33.9%, 38.2%, 34.0%) visited the center to use the computers.
A significant percentage (26.5%, 30.1%, and 28.3%) reported coming to get career information.
Roughly 1 out of 5 reported coming to get help on their resume, and this percentage increased
over the period of study (19.6%, 20.3%, and 22.2%). From 11.8% to 18.6% of clients reported
coming to the center to attend a workshop or class, to get information about services, or to see a
staff member. From 8.7% to 11.6% of the clients reported coming to the center to attend an
orientation, or gave a response that was categorized as “other.” Finally, still important but less
frequently reported (4.1% to 8.3%) as reasons a client came to the center were to be attend a job
club meeting, to file or get information about unemployment insurance, or to be interviewed for
a job. Unlike the items on the list with higher percentages, these last three activities do not occur
on a daily basis and may not have been available on the day the center was visited.
20
Figure 17: Why did you come to the Center today?
Fall 2010
Spring 2011
Fall 2011
To look at job listings
33.9%
38.2%
34.0%
To use a computer or other equipment
26.5%
30.1%
28.3%
To get career information
19.6%
20.3%
22.2%
To work on my resume
13.4%
18.6%
16.8%
To attend a workshop or class
15.1%
15.2%
16.5%
To get information about services
11.8%
15.8%
13.7%
To see a staff member
Other
To attend an orientation
11.0%
9.2%
11.6%
11.5%
8.7%
11.3%
To attend a job club meeting
4.1%
6.6%
6.4%
To be interviewed for a job
6.5%
7.3%
5.9%
To file or get information about Unemployment
Insurance
8.3%
7.0%
6.0%
21
49.4%
51.9%
46.9%
First Visits, Recommendations, and Accomplishments
Figure 18 measures how many clients were visiting the center for the first time on the day we
conducted the survey. As the figure demonstrates, about one quarter (23.6%, 23.7% and 26.7%)
of the people surveyed were visiting the center for the first time.
Figure 18: Is this your first visit to this Center?
Fall 2010
Yes
Spring 2011
Fall 2011
23.6
23.7
26.7
71.5
No
76.3
73.3
22
Good service means that clients can achieve the purpose for which they came to the WorkSource
Center. We asked clients if they had accomplished what they intended to at the Center on the day
of the survey. Figure 19 shows that in the current period over one-half of the clients were able to
accomplish everything they intended, and that this percentage increased steadily over the three
periods. This indicates that WorkSource Centers are improving their ability to meet client needs.
An additional 28.5% (spring 2011) and 27.5% (fall 2011) achieved most of what they had hoped
to accomplish that day. Between seventeen and nineteen percent of the clients were only able to
achieve some of what they wanted to accomplish that day. Finally, 2.2% (spring 2011) and 3.6%
(fall 2011) of the clients reported they accomplished nothing. The extent to which clients were
able to achieve what they had hoped to achieve was significantly related with a .326 correlation.
This indicates that the more clients accomplish on a visit the more satisfied they are. The
implication for centers is that the more they can change their processes to help clients achieve
their goals for the visit, the higher customer satisfaction the center will achieve.
Figure 19: Did you accomplish all you Wanted/Needed Today?
Fall 2010
Spring 2011
Everything
Most
Some
Nothing
3.3
2.2
3.6
17.1
18.7
16.7
25.7
28.5
27.4
23
Fall 2011
45.7
50.6
52.3
Demographics
What are the characteristics of WorkSource Center clients who answered the survey?
Most clients who are in the WorkSource Centers are “universal access clients” who are not
formally enrolled in WIA. In the satisfaction questionnaire we asked some basic demographic
questions to gain some insights into this large population of customers. A summary of the
demographics of the population that was surveyed is displayed in the figures that follow.
Figure 20 shows the percentage of respondents by gender. The proportion of male clients
increased substantially to 60.0% in fall 2011 from 53.2% the previous spring. It is unclear if
there is any systemic change driving this shift to male customers. In the current economy it is
true that the unemployment rate is higher for men than for women and that may be reflected
here.
Figure 20: Respondents by Gender
Fall 2010
Spring 2011
Fall 2011
41.7
Female
40.0
Male
46.8
53.2
24
58.3
60.0
Figure 21 categorizes respondents by age, and shows that the majority (approximately threefourths) of respondents were between the ages of 21 and 55. About one in five (18.8% spring
2011, 17.4% fall 2011) were older. The number of youth ranged from 5.7% of the sample in fall
2010, to 8.2% and 6.8% in spring and fall 2011 respectively.
Figure 21: Respondents by Age
Fall 2010
Spring 2011
Fall 2011
18.2%
18.8%
17.4%
Over 55
76.0%
73.0%
75.8%
21-55
Under 21
5.7%
8.2%
6.8%
Figure 22 displays that approximately three-quarters of respondents were unemployed, with an
increase in fall 2011 to 77.7%. The number employed part time increased from 15.6% in fall
2010 to 17.4% in spring 2011, and dropped to 14.1 percent in fall 2011. The percent working full
time decreased each period from 10.4% (fall 2010) to 9.2% (spring 2011) to 8.2% (fall 2011).
Figure 22: Respondents Employment Status
Fall 2010
Full Time
Part Time
Spring 2011
Fall 2011
10.4
9.2
8.2
15.6
17.4
14.1
74.0
73.5
77.7
Unemployed
25
An analysis of the highest completed education level of the respondents for the two 2011 surveys
shows that the centers serve a diverse group. The most common level of education in the 2011
surveys was “some college” at 30%. Approximately one-fourth of the respondents reported
having a “high school diploma or equivalent.” Still, almost 20% of clients had less than a high
school diploma and over 25% had an associate or bachelor’s degree.
Figure 23: Respondents Education Level
Fall 2010
Elementary/Primary School
8th grade completion
Some High School
High School Diploma or Equivalent
Some College
Associate's Degree
Bachelor's Degree
Spring 2011
2.8
3.4
5.2
3.0
2.9
3.4
Fall 2011
10.7
11.3
11.1
9.5
10.6
9.7
26
24.3
26.1
25.2
16.8
15.5
15.4
30.2
30
33.1
Figure 24 shows that the majority of respondents preferred to complete the questionnaire in
English rather than Spanish.
Figure 24: Respondents by Language
Fall 2010
Spring 2011
89.3
English
Spanish
Fall 2011
86.1
87.2
10.7
13.9
12.3
27
CONCLUSION
This document reports the results of a customer satisfaction survey conducted at 18 WorkSource
Centers by the California State University, Northridge for the spring 2011 (May and June) and fall
2011 October and November) periods. It uses fall 2010 as a point of comparison.
Overall satisfaction in the WorkSource system remained high in 2011 at 9.0 in the spring and 8.9
in the fall (on a 10 point satisfaction scale with “10” being “very satisfied”). As a point of
comparison, overall satisfaction was 9.0 in the fall of 2010. The percentage of respondents that
would recommend the center to someone like themselves improved from 84% in the fall of 2010
to 91% & 92% in the spring and fall of 2011.
Five indices were created to measure satisfaction. These indices, in order of the strength of their
relationship with overall satisfaction as of fall 2011 2 are:
• Employment services
• Training programs
• Staff
• Ease and promptness
• Facilities
For each of these, the results of the spring 2011 and fall 2011 indicate stable or improved
satisfaction over fall 2010. Satisfaction with employment services showed a steady increase from
8.5 in fall 2010 to 8.6 in spring 2011 and 8.8 in fall 2011. Respondents’ satisfaction with training
programs and staff were at the 9.0 levels. The ease of paperwork and promptness with regards
to answering phones and returning phone calls has increased from 8.5 in fall 2010 to 8.7 in both
spring and fall of 2011. Satisfaction with facilities has also increased from 8.8 in fall 2010 to 9.0
and 9.1 in spring and fall 2011. Despite the huge increase in the volume of customers since the
recession, WorkSource staff and programs have been able to meet clients’ needs and thus
generate customer satisfaction. This is a tribute to the hard work and dedication of the people
who work on the frontlines of the system.
How do WorkSource centers differ from each other on these measures? Individual centers can
study their results in this report’s appendices and find areas where improvements can be made.
Figure 1 provides complete results on each WorkSource Center benchmarked against all other
centers. This allows each center to benchmark their performance against the overall WorkSource
system’s performance or against a specific center or group of centers. Centers should collaborate
and share best practices.
Correlations with overall satisfaction for spring and fall 2011 are .76 and .72 for employment services, .78 and .64
for training programs, .72 and .61 for staff, .72 and .58 for ease and promptness, and .64 and .57 for facilities. A 1.0
indicates a perfect relationship and a “0” indicates no relationship at all.
2
28
APPENDICES
29
Appendix A
Satisfaction Questionnaire
30
LOS ANGELES WORKSOURCE CENTER STUDY
PARTICIPANT SELF-ADMINISTERED QUESTIONNAIRE
Spring, 2011
Tell us what we’re doing well, and how we can improve!
Your answers will be kept strictly confidential and you will not be individually identified.
1. How did you first learn about this WorkSource








4. Is this your first visit to this center?
Center? (CHOOSE ONE)
1 Friend or Relative
2 Referred by a college or school
3 Referred by another agency
4 Met a staff member at an event
5 Saw a flyer
6 Internet or Web
7 Saw building or sign
8 Other (PLEASE SPECIFY): ________________
 1 Yes (GO TO Instruction before Question 7)
 2 No (CONTINUE WITH Question 5)
5. How often have you come to this center in the
past month?





2. Why did you come to this center today?
(PLACE AN “X” IN ALL BOXES THAT APPLY)












1 To get career information
2 To look at job listings
3 To see a staff member
4 To work on my resume
5 To attend a workshop or class
6 To be interviewed for a job
7 To use a computer or other equipment
8 To get information about services
9 To attend a job club meeting
10 To file or get information about Unemployment
Insurance
11 To attend an orientation
12 Other (PLEASE SPECIFY): _______________
6. Are you enrolled in a class at this center?
 1 Yes
 2 No
4
3
2
1
Class Name ________________
CONTINUE INSIDE ON PAGE 2
3. Did you accomplish all that you
wanted/needed to do today?




One time
Two times
Three times
Four times
Five or more times
Everything
Most
Some
Nothing
31
Please rate each question by CIRCLING THE APPROPRIATE NUMBER ON THE SCALE. If the question does not apply
to you, or you do not have an opinion, CIRCLE NA (Not Applicable).
7.
When you needed to talk to a WorkSource Center staff
member, how available was that person?
Unavailable
Available
1 2 3 4 5 6 7 8 9 10
NA
8.
When you talked to a WorkSource Center staff, how
respectful was that person?
Disrespectful
Respectful
1 2 3 4 5 6 7 8 9 10
NA
9.
When you needed information, how knowledgeable was
that person?
Unknowledgeable
Knowledgeable
1 2 3 4 5 6 7 8 9 10
NA
Indicate how satisfied you are with the quality of each service by using the scale of 1 to 10, (10 = “Very Satisfied",
and 1 = "Very Dissatisfied"). CIRCLE THE NUMBER which best describes your reaction. If you have no experience
with a service, or do not have an opinion, just CIRCLE NA (Not Applicable).
REFERRALS
10.
11.
Have you ever received a referral to another center or
agency?
___Yes
___No (Skip to question 12)
How easy was it to receive a referral?
Very
Very
Difficult
Easy
1 2 3 4 5 6 7 8 9 10
FACILITIES
How satisfied were you with:
Very
Dissatisfied
12.
The parking?
1 2 3 4 5 6 7 8 9 10
NA
13.
1 2 3 4 5 6 7 8 9 10
NA
14.
The quality and availability of computers, copy machines
and other equipment?
The signs that explain where things are?
1 2 3 4 5 6 7 8 9 10
NA
15.
The cleanliness of the facility?
1 2 3 4 5 6 7 8 9 10
NA
MEETING YOUR NEEDS
How satisfied were you with:
Very
Dissatisfied
16.
Job listings available here?
1 2 3 4 5 6 7 8 9 10
NA
17.
Your ability to enroll in a training program or workshop of
interest to you?
1 2 3 4 5 6 7 8 9 10
NA
18.
The career counseling you received here?
1 2 3 4 5 6 7 8 9 10
NA
32
NA
Very
Satisfied
Very
Satisfied
PROMPTNESS
How satisfied were you with:
Very
Dissatisfied
19.
The amount of paperwork required to receive services?
1 2 3 4 5 6 7 8 9 10
NA
20.
How quickly phones were answered and phone calls
returned?
1 2 3 4 5 6 7 8 9 10
NA
21.
Are you enrolled in the following programs:
• Green Technology
__Yes
• Manufacturing
__Yes
• Private Security
__Yes
• Transportation and Logistics
__Yes
• Other:_________________
Very
Satisfied
TRAINING PROGRAMS
__No
__No
__No
__No
22. Were you aware of the following programs:
• Green Technology
__Yes __No
• Manufacturing
__Yes __No
• Private Security
__Yes __No
• Transportation and Logistics
__Yes __No
• Other:_________________
23.
The quality of instructors?
Very
Very
Dissatisfied
Satisfied
1 2 3 4 5 6 7 8 9 10
24.
The quality of the class content?
1 2 3 4 5 6 7 8 9 10
NA
25.
Relevance to your employment goal?
1 2 3 4 5 6 7 8 9 10
NA
26.
Are you aware that this center offers the following support services? Check all that apply:
___(1) Child Care
___(2) Clothing
___(3) Housing assistance
___(4) Referral to services such as counseling or money management
___(5) Transportation
___(6) Other:__________________________________
27.
How satisfied were you with the following support services
that you are receiving? Check all that apply:
___(1) Child Care
___(2) Clothing
___(3) Housing assistance
___(4) Referral to services such as counseling or money
management
___(5) Transportation
___(6) Other:__________________________________
If enrolled, how satisfied were you with the following:
NA
SUPPORT SERVICES
33
Very
Very
Dissatisfied
Satisfied
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
NA
NA
NA
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
NA
NA
NA
Overall, how satisfied are you with this center?
If you don’t have an opinion, CIRCLE “DK” for “Don’t
Know”.
28.
Very
Dissatisfied
Very
Satisfied
1 2 3 4 5 6 7 8 9 10
Would you recommend this center to someone like yourself?
29.
 1 Yes
 2 Unsure
 3 No
30.
Are there any other comments you would like to make about the center?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
TELL US ABOUT YOURSELF
31. Gender
 Male
 Female
32. Age
 Under 21
 21-55
 Over 55
33. Number of Years of Adult Work Experience
_______
34. Are You Now
 Employed Full-Time
 Employed Part-Time
 Unemployed
35. Highest Level of Education Completed
 1 Elementary/Primary School
 2 8th Grade Completion
 3 Some High School
 4 High School Diploma or Equivalent
 5 Some College
 6 Associate’s Degree
 7 Bachelor’s Degree or more
THANK YOU VERY MUCH FOR YOUR TIME!
34
DK
Appendix B
Survey Results By Site
35
Appendix D: Satisfaction with Staff by Site
Fall 2011
Which WorkSource Center was the survey
completed at?
Canoga Park- West Hills
Northeast Los Angeles
Van Nuys- North Sherman Oaks
Chatsworth- Northridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority Portal
Marina del Rey- Mar Vista
Metro North
South Los Angeles
Southeast Los Angeles- Crenshaw
Southeast Los Angeles- Watts
Sun Valley
West Adams- Baldwin Hills
Westlake
Wilshire- Metro
Total
Spring 2011
Which WorkSource Center was the survey
completed at?
Chatsworth-Northridge
Chinatown
Canoga Park-West Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LA-Crenshaw
South LA
Sun Valley
Southeast LA-Watts
Van Nuys
West Adams-Baldwin Hills
Westlake
Wilshire - Metro
Total
How available were
the staff?
7.4
8.9
8.3
8.9
8.3
8.9
8.6
8.8
8.7
8.7
8.9
9.7
8.3
8.8
8.9
8.6
9.1
9.4
8.7
How available were
the staff?
9.4
8.8
8.2
9.1
9.3
8.7
9.0
8.5
8.3
8.6
8.0
9.3
8.0
9.2
8.0
9.0
8.8
8.6
8.7
36
How respectful
was the staff?
8.2
9.2
8.7
9.2
8.9
9.5
9.4
9.1
9.4
9.4
9.6
9.8
8.9
9.2
9.4
9.4
9.5
9.5
9.2
How respectful
was the staff?
9.8
9.0
8.8
9.5
9.7
9.3
9.2
9.3
9.1
8.6
9.3
9.6
9.0
9.4
8.7
9.4
9.5
9.2
9.3
How knowledgeable
was the staff?
Overall Staff
Satisfaction
8.1
8.7
8.9
9.4
8.7
9.4
9.4
9.0
9.3
9.1
9.6
9.7
8.8
8.9
9.1
8.1
8.8
9.6
9.1
How knowledgeable
was the staff?
9.4
9.0
8.6
9.2
9.6
8.8
9.1
8.9
8.6
8.9
9.0
9.4
8.6
9.1
8.4
9.0
9.0
9.1
9.0
7.8
8.9
8.6
9.4
8.6
9.3
9.1
9.0
9.1
9.1
9.3
9.7
8.7
9.0
9.1
8.7
9.3
9.5
9.0
Overall Staff
Satisfaction
9.6
9.2
8.7
9.3
9.6
9.0
9.2
8.9
8.6
8.7
8.8
9.4
8.4
9.2
8.5
9.1
9.1
8.9
9.0
Appendix E: Satisfaction with Facilities by Site
Fall 2011
Which WorkSource Center was the survey
completed at?
Canoga Park- West Hills
Northeast Los Angeles
Van Nuys- North Sherman Oaks
Chatsworth- Northridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority Portal
Marina del Rey- Mar Vista
Metro North
South Los Angeles
Southeast Los Angeles- Crenshaw
Southeast Los Angeles- Watts
Sun Valley
West Adams- Baldwin Hills
Westlake
Wilshire- Metro
Total
Spring 2011
Which WorkSource Center was the
survey completed at?
Chatsworth-Northridge
Chinatown
Canoga Park-West Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LA-Crenshaw
South LA
Sun Valley
Southeast LA-Watts
Van Nuys
West Adams-Baldwin Hills
Westlake
Wilshire - Metro
Total
How satisfied with
parking?
9.1
9.1
7.5
9.3
7.8
8.8
8.5
8.5
8.3
6.6
7.9
7.9
8.5
8.4
8.5
5.5
9.3
8.7
8.4
How satisfied with
parking?
9.4
8.6
9.2
8.8
8.1
8.9
8.7
6.2
7.7
9.6
8.8
8.3
7.7
9.1
6.8
6.6
7.5
7.0
8.2
How satisfied with
the quality of
computers and
equipment?
8.4
9.1
9.1
8.8
9.0
9.4
9.5
9.1
9.0
9.2
9.2
9.4
9.4
9.2
9.2
8.6
9.7
9.5
9.2
How satisfied with
the quality of
computers and
equipment?
9.2
8.5
9.0
9.3
9.3
8.9
9.2
8.8
9.0
9.6
9.1
9.3
9.2
9.6
8.2
9.1
9.2
8.9
9.0
37
How
satisfied
with signs?
8.6
9.2
8.9
9.3
8.7
9.2
9.4
8.9
9.2
9.2
9.5
9.4
9.2
9.1
9.4
9.0
9.5
9.6
9.2
How
satisfied
with signs?
9.5
9.2
9.2
9.3
9.5
9.1
9.1
8.8
9.2
9.6
9.4
9.6
9.2
9.4
8.7
8.8
9.3
8.9
9.2
How satisfied
with
cleanliness of
facility?
9.0
9.4
9.0
9.5
9.1
9.5
9.5
9.4
9.4
9.3
9.7
9.6
9.3
9.5
9.6
9.5
9.8
9.6
9.4
How satisfied
with
cleanliness of
facility?
9.2
9.2
9.2
9.6
9.6
9.5
9.2
9.2
9.4
9.7
9.4
9.4
9.2
9.9
9.1
9.3
9.3
9.3
9.4
Overall
Facilities
Satisfaction
8.7
9.3
8.8
9.3
8.8
9.4
9.3
8.8
9.4
8.5
9.0
9.0
9.1
9.1
9.2
8.2
9.6
9.5
9.1
Overall
Facilities
Satisfaction
9.3
9.1
9.2
9.4
9.3
9.1
9.2
8.6
8.9
9.6
9.3
9.1
8.9
9.6
8.1
8.6
9.0
8.6
9.0
Appendix F: Employment Services Satisfaction by Site
Fall 2011
Which WorkSource Center was the survey
completed at?
Canoga Park- West Hills
Northeast Los Angeles
Van Nuys- North Sherman Oaks
Chatsworth- Northridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority Portal
Marina del Rey- Mar Vista
Metro North
South Los Angeles
Southeast Los Angeles- Crenshaw
Southeast Los Angeles- Watts
Sun Valley
West Adams- Baldwin Hills
Westlake
Wilshire- Metro
Total
Spring 2011
Which WorkSource Center was the survey
completed at?
Chatsworth-Northridge
Chinatown
Canoga Park-West Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LA-Crenshaw
South LA
Sun Valley
Southeast LA-Watts
Van Nuys
West Adams-Baldwin Hills
Westlake
Wilshire - Metro
Total
How satisfied
are you with job
listings?
How satisfied are
you with ability to
enroll in training?
7.5
8.8
8.4
8.3
8.2
9.1
9.2
9.0
8.7
8.3
8.8
9.3
8.5
8.7
8.9
8.1
8.8
9.3
8.8
How satisfied
are you with job
listings?
7.6
8.5
8.6
8.3
7.7
9.1
8.9
8.5
9.2
9.0
8.8
9.5
8.3
8.9
9.0
8.5
8.8
9.3
8.7
How satisfied are
you with ability to
enroll in training?
8.1
9.1
8.6
9.2
9.1
8.5
8.8
8.0
8.7
9.5
8.5
8.5
7.6
8.3
8.3
8.5
8.6
8.2
8.6
8.5
9.1
8.4
9.0
9.4
8.4
9.0
8.3
8.4
9.7
9.0
9.5
8.4
8.4
7.7
8.1
8.8
8.0
8.7
38
How satisfied
are you with
career
counseling?
7.3
8.7
8.8
8.8
7.6
9.0
8.9
8.4
9.0
8.7
9.1
9.4
8.3
8.4
9.2
6.9
8.4
9.2
8.7
How satisfied
are you with
career
counseling?
8.2
8.7
8.1
9.2
9.2
8.6
8.9
7.9
8.0
8.4
8.7
8.7
8.1
8.3
7.7
8.4
8.2
8.2
8.5
Overall
Meeting Needs
7.4
8.6
8.8
8.4
7.8
9.1
9.3
8.6
9.1
8.8
9.2
9.5
8.4
8.6
9.3
7.8
8.5
9.5
8.8
Overall
Meeting Needs
8.3
9.3
8.4
9.1
9.3
8.6
8.9
8.2
8.5
9.2
8.7
8.9
8.2
8.5
7.9
8.4
8.5
8.0
8.6
Appendix G: Satisfaction with Promptness by Site
Fall 2011
Which WorkSource Center was the survey
completed at?
Canoga Park- West Hills
Northeast Los Angeles
Van Nuys- North Sherman Oaks
Chatsworth- Northridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority Portal
Marina del Rey- Mar Vista
Metro North
South Los Angeles
Southeast Los Angeles- Crenshaw
Southeast Los Angeles- Watts
Sun Valley
West Adams- Baldwin Hills
Westlake
Wilshire- Metro
Total
Spring 2011
Which WorkSource Center was the survey
completed at?
Chatsworth-Northridge
Chinatown
Canoga Park-West Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LA-Crenshaw
South LA
Sun Valley
Southeast LA-Watts
Van Nuys
West Adams-Baldwin Hills
Westlake
Wilshire - Metro
Total
How satisfied are
you with
paperwork
required?
7.4
8.8
8.3
9.0
8.1
9.0
9.0
9.0
8.8
8.4
9.0
9.3
8.7
8.8
9.1
8.1
9.4
9.3
8.8
How satisfied are
you with
paperwork
required?
9.0
9.3
8.2
8.8
9.3
8.8
9.0
7.0
8.7
9.4
8.5
9.1
8.5
9.1
7.9
8.8
8.5
8.5
8.6
Hows satisfied
are you with how
quickly phone
calls are
returned?
6.9
8.7
7.5
9.0
8.4
8.6
8.7
8.8
8.4
8.5
8.5
9.4
8.8
8.2
8.9
8.3
9.1
9.3
8.6
Hows satisfied
are you with how
quickly phone
calls are
returned?
9.3
8.8
7.5
9.0
9.4
8.4
9.0
9.1
8.5
7.9
8.4
8.9
8.0
9.3
7.6
8.2
8.2
8.5
8.6
39
Overall
Promptness
6.9
8.7
7.7
9.0
8.2
8.8
8.9
8.9
9.0
8.5
8.6
9.4
8.8
8.5
9.1
8.2
9.3
9.6
8.7
Overall
Promptness
9.4
9.0
7.7
8.8
9.4
8.9
9.0
8.3
8.7
8.6
8.5
9.0
8.6
9.4
7.7
9.0
8.4
8.4
8.7
Appendix H: Training Program Satisfaction by Site
Fall 2011
Which WorkSource Center was the
survey completed at?
Canoga Park- West Hills
Northeast Los Angeles
Van Nuys- North Sherman Oaks
Chatsworth- Northridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority Portal
Marina del Rey- Mar Vista
Metro North
South Los Angeles
Southeast Los Angeles- Crenshaw
Southeast Los Angeles- Watts
Sun Valley
West Adams- Baldwin Hills
Westlake
Wilshire- Metro
Total
Spring 2011
Which WorkSource Center was the
survey completed at?
Chatsworth-Northridge
Chinatown
Canoga Park-West Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LA-Crenshaw
South LA
Sun Valley
Southeast LA-Watts
Van Nuys
West Adams-Baldwin Hills
Westlake
Wilshire - Metro
Total
If enrolled, how
satisfied with the
quality of
instructors?
If enrolled, how
satisfied with the
quality of class
content?
7.6
9.3
8.9
9.3
7.2
9.4
9.5
8.9
8.1
8.9
9.4
9.6
9.2
8.4
8.4
8.8
9.4
9.8
9.1
7.5
9.4
8.3
9.3
7.0
9.3
9.8
8.5
8.0
9.1
9.4
9.6
9.0
7.2
8.2
8.8
9.4
9.8
9.0
If enrolled, how
satisfied with the
quality of
instructors?
If enrolled, how
satisfied with the
quality of class
content?
8.7
9.3
8.9
9.0
9.4
9.1
9.3
9.0
9.1
9.3
9.2
9.5
9.0
9.6
8.0
9.1
8.9
8.9
9.1
8.8
9.3
9.1
9.0
9.3
8.9
9.3
8.7
9.0
9.3
9.0
9.4
8.8
9.3
7.8
9.1
8.9
8.8
9.0
40
If enrolled, how
satisfied with
relevance to
your
employment
goals?
7.5
9.0
8.8
8.8
6.8
9.3
9.4
8.8
8.5
8.8
9.0
9.5
9.0
7.8
8.2
8.7
9.4
9.6
8.9
If enrolled, how
satisfied with
relevance to
your
employment
goals?
9.5
9.4
9.2
9.0
9.6
8.6
9.2
8.3
9.1
9.3
9.0
8.4
8.5
9.4
7.8
9.1
8.9
8.6
8.8
Overall Training
Program
7.5
9.6
9.1
8.9
6.8
9.3
9.6
8.6
8.2
9.1
9.3
9.7
9.2
7.7
8.3
8.9
9.4
9.7
9.0
Overall Training
Program
9.0
9.4
9.2
9.1
9.4
9.1
9.3
8.6
9.0
9.3
9.0
9.2
8.7
9.5
7.8
9.1
8.8
8.7
9.0
Appendix I: Would you recommend the Center to Someone like Yourself by Site
Fall 2011
WorkSource Center
Canoga Park- West
Hills
Northeast Los Angeles
Van Nuys- North
Sherman Oaks
ChatsworthNorthridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority
Portal
Marina del Rey- Mar
Vista
Metro North
South Los Angeles
Southeast Los
Angeles- Crenshaw
Southeast Los
Angeles- Watts
Sun Valley
West Adams- Baldwin
Hills
Westlake
Wilshire- Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Recommend to someone like yourself?
Yes
Unsure
No
54
8
9
76.1%
11.3%
12.7%
36
5
0
87.8%
12.2%
0.0%
53
3
2
91.4%
5.2%
3.4%
28
2
1
90.3%
6.5%
3.2%
41
1
1
95.3%
2.3%
2.3%
135
4
4
94.4%
2.8%
2.8%
59
2
0
96.7%
3.3%
0.0%
88
7
1
91.7%
7.3%
1.0%
22
1
0
95.7%
4.3%
0.0%
40
4
1
88.9%
8.9%
2.2%
46
1
1
95.8%
2.1%
2.1%
62
2
0
96.9%
3.1%
0.0%
85
7
5
87.6%
7.2%
5.2%
34
3
0
91.9%
8.1%
0.0%
69
4
1
93.2%
5.4%
1.4%
19
1
1
90.5%
4.8%
4.8%
30
2
0
93.8%
6.3%
0.0%
81
0
1
98.8%
0.0%
1.2%
982
57
28
92.0%
5.3%
2.6%
41
Total
71
100.0%
41
100.0%
58
100.0%
31
100.0%
43
100.0%
143
100.0%
61
100.0%
96
100.0%
23
100.0%
45
100.0%
48
100.0%
64
100.0%
97
100.0%
37
100.0%
74
100.0%
21
100.0%
32
100.0%
82
100.0%
1067
100.0%
Spring 2011
28
100.00%
28
93.30%
49
0
0.00%
2
6.70%
1
Recommend to
someone like
yourself?
No
0
0.00%
0
0.00%
3
92.50%
94
94.00%
33
89.20%
41
91.10%
103
90.40%
32
88.90%
44
88.00%
7
100.00%
79
1.90%
4
4.00%
3
8.10%
2
4.40%
9
7.90%
4
11.10%
5
10.00%
0
0.00%
6
5.70%
2
2.00%
1
2.70%
2
4.40%
2
1.80%
0
0.00%
1
2.00%
0
0.00%
2
100.00%
100
100.00%
37
100.00%
45
100.00%
114
100.00%
36
100.00%
50
100.00%
7
100.00%
87
90.80%
65
98.50%
25
80.60%
28
77.80%
75
85.20%
28
6.90%
1
1.50%
4
12.90%
6
16.70%
6
6.80%
1
2.30%
0
0.00%
2
6.50%
2
5.60%
7
8.00%
0
100.00%
66
100.00%
31
100.00%
36
100.00%
88
100.00%
29
Wilshire - Metro
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
96.60%
43
93.50%
57
93.40%
859
3.40%
3
6.50%
4
6.60%
61
0.00%
0
0.00%
0
0.00%
24
100.00%
46
100.00%
61
100.00%
944
Total
% within WorkSource Center
91.00%
6.50%
2.50%
100.00%
WorkSource Center
Chatsworth-Northridge
Chinatown
Canoga Park-West
Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LACrenshaw
South LA
Sun Valley
Southeast LA-Watts
Van Nuys
West Adams-Baldwin
Hills
Westlake
Recommend to someone like
yourself?
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Total
WorkSource
Center
Yes
Unsure
42
Total
28
100.00%
30
100.00%
53
Appendix J: How Did You Learn about the WorkSource Center by Site?
Fall 2011
WorkSource Center
Canoga Park- West
Hills
Northeast Los Angeles
Van Nuys- North
Sherman Oaks
ChatsworthNorthridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority
Portal
Marina del Rey- Mar
Vista
Metro North
South Los Angeles
Southeast Los
Angeles- Crenshaw
Southeast Los
Angeles- Watts
Sun Valley
West Adams- Baldwin
Hills
Westlake
Wilshire- Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Friend of
Relative
21
25.6%
19
43.2%
24
35.8%
18
50.0%
20
45.5%
38
25.9%
19
30.6%
58
52.3%
7
30.4%
11
23.4%
11
21.2%
28
40.0%
50
45.5%
10
25.6%
19
24.1%
10
45.5%
5
14.7%
42
48.8%
410
35.5%
Referred by
college or
school
3
3.7%
0
0.0%
3
4.5%
2
5.6%
3
6.8%
6
4.1%
1
1.6%
6
5.4%
1
4.3%
1
2.1%
4
7.7%
2
2.9%
5
4.5%
4
10.3%
6
7.6%
1
4.5%
2
5.9%
6
7.0%
56
4.8%
How did you learn about this Center?
Referred by
Met a staff
another
member at
Internet or
agency
an event
Saw a flyer
web
2
12
11
2
2.4%
14.6%
13.4%
2.4%
0
0
3
1
0.0%
0.0%
6.8%
2.3%
0
6
8
3
0.0%
9.0%
11.9%
4.5%
0
4
2
1
0.0%
11.1%
5.6%
2.8%
2
3
3
1
4.5%
6.8%
6.8%
2.3%
3
3
37
7
2.0%
2.0%
25.2%
4.8%
0
2
12
1
0.0%
3.2%
19.4%
1.6%
10
1
12
5
9.0%
0.9%
10.8%
4.5%
5
1
1
1
21.7%
4.3%
4.3%
4.3%
4
2
13
3
8.5%
4.3%
27.7%
6.4%
2
1
5
1
3.8%
1.9%
9.6%
1.9%
1
1
9
3
1.4%
1.4%
12.9%
4.3%
1
2
11
4
0.9%
1.8%
10.0%
3.6%
1
1
6
2
2.6%
2.6%
15.4%
5.1%
1
3
8
2
1.3%
3.8%
10.1%
2.5%
0
1
6
1
0.0%
4.5%
27.3%
4.5%
4
2
10
1
11.8%
5.9%
29.4%
2.9%
2
3
14
1
2.3%
3.5%
16.3%
1.2%
38
48
171
40
3.3%
4.2%
14.8%
3.5%
43
Saw building
or sign
8
9.8%
16
36.4%
6
9.0%
2
5.6%
4
9.1%
9
6.1%
15
24.2%
9
8.1%
3
13.0%
1
2.1%
2
3.8%
13
18.6%
21
19.1%
7
17.9%
8
10.1%
2
9.1%
2
5.9%
1
1.2%
129
11.2%
Other
23
28.0%
5
11.4%
17
25.4%
7
19.4%
8
18.2%
44
29.9%
12
19.4%
10
9.0%
4
17.4%
12
25.5%
26
50.0%
13
18.6%
16
14.5%
8
20.5%
32
40.5%
1
4.5%
8
23.5%
17
19.8%
263
22.8%
Total
82
100.0%
44
100.0%
67
100.0%
36
100.0%
44
100.0%
147
100.0%
62
100.0%
111
100.0%
23
100.0%
47
100.0%
52
100.0%
70
100.0%
110
100.0%
39
100.0%
79
100.0%
22
100.0%
34
100.0%
86
100.0%
1155
100.0%
Spring 2011
How did you learn about this Center?
WorkSource Center
ChatsworthNorthridge
Chinatown
Canoga ParkWest Hills
Downtown
Housing
Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LACrenshaw
South LA
Sun Valley
Southeast LAWatts
Van Nuys
West AdamsBaldwin Hills
Westlake
Wilshire Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Friend
of
Relative
8
28.6%
9
30.0%
12
22.6%
38
36.5%
24
55.8%
17
34.0%
56
44.4%
11
28.9%
18
32.1%
2
28.6%
37
42.5%
39
56.5%
11
34.4%
16
44.4%
28
30.4%
18
60.0%
15
30.6%
22
34.9%
381
38.4%
Referre
d by
college
or
school
0
.0%
0
.0%
0
.0%
22
21.2%
1
2.3%
1
2.0%
8
6.3%
0
.0%
1
1.8%
0
.0%
4
4.6%
3
4.3%
1
3.1%
2
5.6%
2
2.2%
1
3.3%
2
4.1%
4
6.3%
52
5.2%
Referred by
another agency
3
10.7%
7
23.3%
5
9.4%
10
9.6%
0
.0%
6
12.0%
13
10.3%
5
13.2%
9
16.1%
0
.0%
13
14.9%
4
5.8%
3
9.4%
1
2.8%
9
9.8%
4
13.3%
3
6.1%
13
20.6%
108
10.9%
Met a staff
member at an
event
1
3.6%
0
.0%
8
15.1%
2
1.9%
0
.0%
2
4.0%
7
5.6%
1
2.6%
2
3.6%
0
.0%
6
6.9%
4
5.8%
0
.0%
2
5.6%
1
1.1%
2
6.7%
1
2.0%
1
1.6%
40
4.0%
44
Saw a flyer
0
.0%
1
3.3%
0
.0%
6
5.8%
6
14.0%
2
4.0%
8
6.3%
1
2.6%
3
5.4%
0
.0%
1
1.1%
4
5.8%
3
9.4%
1
2.8%
6
6.5%
0
.0%
4
8.2%
0
.0%
46
4.6%
Internet or web
3
10.7%
1
3.3%
6
11.3%
4
3.8%
1
2.3%
1
2.0%
8
6.3%
6
15.8%
5
8.9%
0
.0%
2
2.3%
0
.0%
1
3.1%
0
.0%
7
7.6%
0
.0%
6
12.2%
6
9.5%
57
5.7%
Saw building or
sign
3
10.7%
5
16.7%
8
15.1%
8
7.7%
8
18.6%
10
20.0%
8
6.3%
4
10.5%
11
19.6%
2
28.6%
10
11.5%
9
13.0%
4
12.5%
6
16.7%
17
18.5%
3
10.0%
2
4.1%
3
4.8%
121
12.2%
Other
10
35.7%
7
23.3%
14
26.4%
14
13.5%
3
7.0%
11
22.0%
18
14.3%
10
26.3%
7
12.5%
3
42.9%
14
16.1%
6
8.7%
9
28.1%
8
22.2%
22
23.9%
2
6.7%
16
32.7%
14
22.2%
188
18.9%
Total
28
100.0%
30
100.0%
53
100.0%
104
100.0%
43
100.0%
50
100.0%
126
100.0%
38
100.0%
56
100.0%
7
100.0%
87
100.0%
69
100.0%
32
100.0%
36
100.0%
92
100.0%
30
100.0%
49
100.0%
63
100.0%
993
100.0%
Appendix K: Why Did You Come to This WorkSource Center today?
Fall 2011
Career
Info
Look
at job
listing
s
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
17
20.5%
16
36.4%
13
39
47.0%
32
72.7%
27
To
see a
staff
memb
er
11
13.3%
7
15.9%
6
% within WorkSource Center
19.4%
40.3%
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
19
52.8%
16
36.4%
56
37.8%
24
38.7%
17
15.3%
10
41.7%
9
19.1%
18
34.6%
22
31.4%
25
16
44.4%
30
68.2%
62
41.9%
34
54.8%
32
28.8%
15
62.5%
17
36.2%
16
30.8%
30
42.9%
59
% within WorkSource Center
22.7%
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
11
28.2%
17
20.7%
4
18.2%
10
28.6%
25
28.7%
329
28.3%
WorkSource
Center
Canoga ParkWest Hills
Northeast Los
Angeles
Van NuysNorth Sherman
Oaks
ChatsworthNorthridge
Chinatown
Downtown
Harbor
Hollywood
Housing
Authority Portal
Marina del
Rey- Mar Vista
Metro North
South Los
Angeles
Southeast Los
AngelesCrenshaw
Southeast Los
Angeles- Watts
Sun Valley
West AdamsBaldwin Hills
Westlake
Wilshire- Metro
Total
To
work
on my
resume
To attend
a
workshop
Interview
for a job
To use a
computer
To get
information
about
services
To
attend a
job club
meeting
To file or
get
information
about UI
To attend
an
orientation
Other
15
18.1%
10
22.7%
13
11
13.3%
7
15.9%
2
4
4.8%
3
6.8%
1
19
22.9%
20
45.5%
22
14
16.9%
14
31.8%
5
4
4.8%
1
2.3%
0
12
14.5%
4
9.1%
12
8
9.6%
6
13.6%
3
12
14.5%
4
9.1%
9
9.0%
19.4%
3.0%
1.5%
32.8%
7.5%
0.0%
17.9%
4.5%
13.4%
7
19.4%
8
18.2%
11
7.5%
10
16.1%
15
13.5%
5
20.8%
9
19.1%
9
17.3%
14
20.0%
13
6
16.7%
14
31.8%
40
27.0%
18
29.0%
12
10.8%
2
8.3%
11
23.4%
11
21.2%
10
14.3%
33
9
25.0%
9
20.5%
49
33.1%
9
14.5%
11
9.9%
0
0.0%
16
34.0%
27
51.9%
16
22.9%
10
4
11.1%
5
11.4%
10
6.8%
3
4.8%
3
2.7%
1
4.2%
1
2.1%
0
0.0%
7
10.0%
9
11
30.6%
24
54.5%
46
31.1%
30
48.4%
25
22.5%
3
12.5%
19
40.4%
11
21.2%
26
37.1%
46
9
25.0%
12
27.3%
27
18.2%
12
19.4%
21
18.9%
4
16.7%
5
10.6%
11
21.2%
11
15.7%
15
3
8.3%
5
11.4%
30
20.3%
7
11.3%
3
2.7%
2
8.3%
0
0.0%
2
3.8%
2
2.9%
3
0
0.0%
1
2.3%
2
1.4%
7
11.3%
8
7.2%
1
4.2%
0
0.0%
5
9.6%
1
1.4%
2
12
33.3%
14
31.8%
23
15.5%
11
17.7%
10
9.0%
1
4.2%
2
4.3%
5
9.6%
6
8.6%
7
1
2.8%
2
4.5%
12
8.1%
5
8.1%
31
27.9%
2
8.3%
4
8.5%
7
13.5%
7
10.0%
13
53.6%
11.8%
30.0%
9.1%
8.2%
41.8%
13.6%
2.7%
1.8%
6.4%
11.8%
24
61.5%
28
34.1%
14
63.6%
16
45.7%
54
62.1%
545
46.9%
9
23.1%
6
7.3%
2
9.1%
10
28.6%
7
8.0%
159
13.7%
12
30.8%
12
14.8%
5
22.7%
10
28.6%
24
27.6%
258
22.2%
2
5.1%
4
4.9%
2
9.1%
5
14.3%
6
6.9%
195
16.8%
1
2.6%
9
11.0%
2
9.1%
1
2.9%
5
5.7%
69
5.9%
11
28.2%
11
13.4%
13
59.1%
17
48.6%
42
48.3%
396
34.0%
6
15.4%
10
12.2%
3
13.6%
5
14.3%
8
9.3%
192
16.5%
2
5.1%
4
4.9%
1
4.5%
0
0.0%
5
5.7%
74
6.4%
7
17.9%
4
4.9%
0
0.0%
2
5.7%
2
2.3%
70
6.0%
0
0.0%
16
19.5%
3
13.6%
2
5.7%
2
2.3%
131
11.3%
6
15.4%
9
11.3%
0
0.0%
3
8.6%
8
9.2%
135
11.6%
45
Spring 2011
WorkSource Center
ChatsworthNorthridge
Chinatown
Canoga Park-West
Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LACrenshaw
South LA
Sun Valley
Southeast LAWatts
Van Nuys
West AdamsBaldwin Hills
Westlake
Wilshire - Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Career
Info
3
10.7%
9
30.0%
12
22.6%
47
43.9%
18
41.9%
15
30.6%
26
20.5%
14
36.8%
12
21.1%
2
28.6%
28
31.5%
18
25.7%
5
15.6%
10
27.8%
36
38.3%
12
40.0%
14
28.6%
21
32.8%
302
30.1%
Look
at job
listings
8
28.6%
19
63.3%
27
50.9%
67
62.6%
22
51.2%
28
57.1%
51
40.2%
20
52.6%
34
59.6%
5
71.4%
51
57.3%
21
30.0%
18
56.3%
15
41.7%
57
60.6%
17
56.7%
29
59.2%
32
50.0%
521
51.9%
To see a
staff
member
13
46.4%
2
6.7%
13
24.5%
12
11.2%
10
23.3%
11
22.4%
18
14.2%
11
28.9%
7
12.3%
1
14.3%
16
18.0%
3
4.3%
7
21.9%
2
5.6%
13
13.8%
3
10.0%
9
18.4%
7
10.9%
158
15.8%
To work
on my
resume
2
7.1%
3
10.0%
14
26.4%
25
23.4%
9
20.9%
11
23.4%
19
15.0%
12
31.6%
12
21.1%
3
42.9%
20
22.5%
7
10.0%
8
25.0%
5
13.9%
19
20.2%
5
16.7%
13
26.5%
16
25.0%
203
20.3%
To attend
a
workshop
3
10.7%
1
3.3%
10
18.9%
14
13.1%
10
23.3%
2
4.1%
22
17.3%
11
28.9%
7
12.3%
1
14.3%
23
25.8%
43
62.3%
1
3.1%
3
8.3%
11
11.7%
2
6.7%
7
14.3%
15
23.4%
186
18.6%
46
Interview
for a job
2
7.1%
1
3.3%
3
5.7%
5
4.7%
3
7.0%
2
4.2%
3
2.4%
2
5.3%
7
12.3%
1
14.3%
9
10.1%
6
8.6%
2
6.3%
0
.0%
2
2.1%
6
20.0%
7
14.3%
12
18.8%
73
7.3%
To use a
computer
10
35.7%
13
43.3%
18
34.0%
46
43.0%
9
20.9%
24
49.0%
31
24.4%
15
39.5%
28
49.1%
4
57.1%
27
30.3%
19
27.1%
12
37.5%
16
44.4%
42
44.7%
15
50.0%
22
44.9%
32
50.0%
383
38.2%
To get
information
about
services
4
14.3%
4
13.3%
13
24.5%
18
16.8%
9
20.9%
6
12.2%
23
18.1%
6
15.8%
10
17.5%
2
28.6%
14
15.7%
4
5.7%
5
15.6%
7
19.4%
7
7.4%
2
6.7%
8
16.3%
10
15.6%
152
15.2%
To
attend
a job
club
meeting
0
.0%
0
.0%
15
28.3%
7
6.5%
8
18.6%
1
2.0%
4
3.1%
3
7.9%
2
3.5%
0
.0%
6
6.7%
1
1.4%
2
6.3%
1
2.8%
2
2.1%
2
6.7%
5
10.2%
7
10.9%
66
6.6%
To file or
get
information
about UI
0
.0%
0
.0%
4
7.5%
10
9.3%
2
4.7%
5
10.2%
6
4.7%
1
2.6%
5
8.8%
3
42.9%
4
4.5%
4
5.7%
4
12.5%
4
11.1%
6
6.4%
3
10.0%
5
10.2%
4
6.3%
70
7.0%
To attend
an
orientation
3
10.7%
3
10.0%
2
3.8%
9
8.4%
4
9.3%
0
.0%
2
1.6%
7
18.4%
4
7.0%
1
14.3%
20
22.5%
10
14.3%
4
12.5%
0
.0%
3
3.2%
1
3.4%
4
8.2%
10
15.6%
87
8.7%
Other
3
10.7%
2
6.7%
4
7.5%
5
4.6%
3
7.0%
2
4.0%
24
18.8%
2
5.3%
3
5.3%
0
.0%
6
6.7%
8
11.4%
3
9.4%
2
5.6%
6
6.4%
1
3.3%
12
24.5%
7
10.9%
93
9.2%
Appendix L: Frequency of Visits in Past Month by Site?
Fall 2011
WorkSource Center
Canoga Park- West
Hills
Northeast Los
Angeles
Van Nuys- North
Sherman Oaks
ChatsworthNorthridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority
Portal
Marina del Rey- Mar
Vista
Metro North
South Los Angeles
Southeast Los
Angeles- Crenshaw
Southeast Los
Angeles- Watts
Sun Valley
West Adams- Baldwin
Hills
Westlake
Wilshire- Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
How often have you come to this center in the past
month?
Five
One
Two
Three
Four
times or
time
times
times
times
more
19
13
14
9
15
27.1%
18.6%
20.0%
12.9%
21.4%
10
8
0
4
13
28.6%
22.9%
0.0%
11.4%
37.1%
15
13
8
6
13
27.3%
23.6%
14.5%
10.9%
23.6%
11
5
5
2
5
39.3%
17.9%
17.9%
7.1%
17.9%
10
3
6
5
14
26.3%
7.9%
15.8%
13.2%
36.8%
59
11
5
6
44
47.2%
8.8%
4.0%
4.8%
35.2%
15
6
10
4
21
26.8%
10.7%
17.9%
7.1%
37.5%
27
19
12
3
23
32.1%
22.6%
14.3%
3.6%
27.4%
4
5
8
4
3
16.7%
20.8%
33.3%
16.7%
12.5%
3
7
7
2
23
7.1%
16.7%
16.7%
4.8%
54.8%
16
8
3
4
10
39.0%
19.5%
7.3%
9.8%
24.4%
11
4
3
7
32
19.3%
7.0%
5.3%
12.3%
56.1%
24
20
16
15
24
24.2%
20.2%
16.2%
15.2%
24.2%
11
9
6
2
8
30.6%
25.0%
16.7%
5.6%
22.2%
16
13
15
6
13
25.4%
20.6%
23.8%
9.5%
20.6%
1
3
3
3
11
4.8%
14.3%
14.3%
14.3%
52.4%
6
3
4
3
16
18.8%
9.4%
12.5%
9.4%
50.0%
4
8
8
7
58
4.7%
9.4%
9.4%
8.2%
68.2%
262
158
133
92
346
26.4%
15.9%
13.4%
9.3%
34.9%
47
Total
70
100.0%
35
100.0%
55
100.0%
28
100.0%
38
100.0%
125
100.0%
56
100.0%
84
100.0%
24
100.0%
42
100.0%
41
100.0%
57
100.0%
99
100.0%
36
100.0%
63
100.0%
21
100.0%
32
100.0%
85
100.0%
991
100.0%
Spring 2011
WorkSource Center
Chatsworth-Northridge
Chinatown
Canoga Park-West
Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LACrenshaw
South LA
Sun Valley
Southeast LA-Watts
Van Nuys
West Adams-Baldwin
Hills
Westlake
Wilshire - Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
How often have you come to this center in the past
month?
One
Two
Three
Four
Five times
time
times
times
times
or more
7
6
5
3
5
26.9%
23.1%
19.2%
11.5%
19.2%
6
2
2
6
12
21.4%
7.1%
7.1%
21.4%
42.9%
14
8
5
5
15
29.8%
17.0%
10.6%
10.6%
31.9%
23
9
10
8
31
28.4%
11.1%
12.3%
9.9%
38.3%
5
10
3
0
21
12.8%
25.6%
7.7%
.0%
53.8%
7
7
5
5
15
17.9%
17.9%
12.8%
12.8%
38.5%
24
20
9
11
38
23.5%
19.6%
8.8%
10.8%
37.3%
4
3
10
4
15
11.1%
8.3%
27.8%
11.1%
41.7%
9
9
7
8
18
17.6%
17.6%
13.7%
15.7%
35.3%
1
1
1
2
2
14.3%
14.3%
14.3%
28.6%
28.6%
19
12
14
12
19
25.0%
15.8%
18.4%
15.8%
25.0%
4
3
2
11
41
6.6%
4.9%
3.3%
18.0%
67.2%
8
4
4
3
9
28.6%
14.3%
14.3%
10.7%
32.1%
3
4
7
4
12
10.0%
13.3%
23.3%
13.3%
40.0%
11
12
18
9
34
13.1%
14.3%
21.4%
10.7%
40.5%
2
8
5
2
6
8.7%
34.8%
21.7%
8.7%
26.1%
5
7
8
2
24
10.9%
15.2%
17.4%
4.3%
52.2%
16
5
3
6
28
27.6%
8.6%
5.2%
10.3%
48.3%
168
130
118
101
345
19.5%
15.1%
13.7%
11.7%
40.0%
48
Total
26
100.0%
28
100.0%
47
100.0%
81
100.0%
39
100.0%
39
100.0%
102
100.0%
36
100.0%
51
100.0%
7
100.0%
76
100.0%
61
100.0%
28
100.0%
30
100.0%
84
100.0%
23
100.0%
46
100.0%
58
100.0%
862
100.0%
Appendix M: Current Class Enrollment by Site?
Fall 2011
WorkSource Center
Canoga Park- West
Hills
Northeast Los
Angeles
Van Nuys- North
Sherman Oaks
ChatsworthNorthridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority
Portal
Marina del Rey- Mar
Vista
Metro North
South Los Angeles
Southeast Los
Angeles- Crenshaw
Southeast Los
Angeles- Watts
Sun Valley
West AdamsBaldwin Hills
Westlake
Wilshire- Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Are you enrolled in a class at this
center?
Yes
No
Unanswered
2
2.4%
0
0.0%
4
6.0%
1
2.8%
5
11.4%
17
11.4%
3
4.8%
7
6.3%
3
12.5%
13
27.7%
0
0.0%
21
30.0%
8
7.3%
3
7.7%
1
.0
0
0.0%
9
25.7%
5
5.7%
102
8.8%
70
84.3%
39
88.6%
55
82.1%
30
83.3%
31
70.5%
114
76.5%
55
88.7%
93
83.8%
21
87.5%
31
66.0%
44
84.6%
39
55.7%
95
86.4%
34
87.2%
70
.8
22
100.0%
23
65.7%
82
94.3%
948
81.4%
49
11
13.3%
5
11.4%
8
11.9%
5
13.9%
8
18.2%
18
12.1%
4
6.5%
11
9.9%
0
0.0%
3
6.4%
8
15.4%
10
14.3%
7
6.4%
2
5.1%
12
.1
0
0.0%
3
8.6%
0
0.0%
115
9.9%
Total
83
100.0%
44
100.0%
67
100.0%
36
100.0%
44
100.0%
149
100.0%
62
100.0%
111
100.0%
24
100.0%
47
100.0%
52
100.0%
70
100.0%
110
100.0%
39
100.0%
83
1.0
22
100.0%
35
100.0%
87
100.0%
1165
100.0%
Spring 2011
WorkSource Center
ChatsworthNorthridge
Chinatown
Canoga Park-West
Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LACrenshaw
South LA
Sun Valley
Southeast LA-Watts
Van Nuys
West AdamsBaldwin Hills
Westlake
Wilshire - Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Are you enrolled in a class at
this center?
Yes
No
Unanswered
1
3
24
3.6%
10.7%
85.7%
2
2
26
6.7%
6.7%
86.7%
4
9
40
7.5%
17.0%
75.5%
20
16
72
18.5%
14.8%
66.7%
3
8
32
7.0%
18.6%
74.4%
5
2
43
10.0%
4.0%
86.0%
17
26
85
13.3%
20.3%
66.4%
3
4
31
7.9%
10.5%
81.6%
5
9
43
8.8%
15.8%
75.4%
0
0
7
.0%
.0%
100.0%
12
16
61
13.5%
18.0%
68.5%
2
64
4
2.9%
91.4%
5.7%
2
4
26
6.3%
12.5%
81.3%
2
2
32
5.6%
5.6%
88.9%
7
12
75
7.4%
12.8%
79.8%
2
2
26
6.7%
6.7%
86.7%
2
8
39
4.1%
16.3%
79.6%
4
7
53
6.3%
10.9%
82.8%
93
194
719
9.2%
19.3%
71.5%
50
Total
28
100.0%
30
100.0%
53
100.0%
108
100.0%
43
100.0%
50
100.0%
128
100.0%
38
100.0%
57
100.0%
7
100.0%
89
100.0%
70
100.0%
32
100.0%
36
100.0%
94
100.0%
30
100.0%
49
100.0%
64
100.0%
1006
100.0%
Appendix N: Language of Survey by Site
Fall 2011
WorkSource Center
Canoga Park- West
Hills
Northeast Los Angeles
Van Nuys- North
Sherman Oaks
ChatsworthNorthridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority
Portal
Marina del Rey- Mar
Vista
Metro North
South Los Angeles
Southeast Los
Angeles- Crenshaw
Southeast Los
Angeles- Watts
Sun Valley
West Adams- Baldwin
Hills
Westlake
Wilshire- Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Was survey taken in
English or Spanish?
English
Spanish
81
2
97.6%
2.4%
41
3
93.2%
6.8%
63
4
94.0%
6.0%
36
0
100.0%
0.0%
40
4
90.9%
9.1%
134
15
89.9%
10.1%
58
4
93.5%
6.5%
59
52
53.2%
46.8%
24
0
100.0%
0.0%
47
0
100.0%
0.0%
52
0
100.0%
0.0%
56
14
80.0%
20.0%
96
14
87.3%
12.7%
39
0
100.0%
0.0%
49
34
59.0%
41.0%
22
0
100.0%
0.0%
35
0
100.0%
0.0%
84
3
96.6%
3.4%
1016
149
87.2%
12.8%
51
Total
83
100.0%
44
100.0%
67
100.0%
36
100.0%
44
100.0%
149
100.0%
62
100.0%
111
100.0%
24
100.0%
47
100.0%
52
100.0%
70
100.0%
110
100.0%
39
100.0%
83
100.0%
22
100.0%
35
100.0%
87
100.0%
1165
100.0%
Spring 2011
WorkSource Center
Chatsworth-Northridge
Chinatown
Canoga Park-West
Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LACrenshaw
South LA
Sun Valley
Southeast LA-Watts
Van Nuys
West Adams-Baldwin
Hills
Westlake
Wilshire - Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Was survey taken in
English or Spanish?
English
Spanish
23
5
82.1%
17.9%
29
1
96.7%
3.3%
53
0
100.0%
.0%
96
12
88.9%
11.1%
43
0
100.0%
.0%
48
2
96.0%
4.0%
80
48
62.5%
37.5%
38
0
100.0%
.0%
49
8
86.0%
14.0%
7
0
100.0%
.0%
83
6
93.3%
6.7%
28
41
40.6%
59.4%
29
3
90.6%
9.4%
31
5
86.1%
13.9%
90
4
95.7%
4.3%
30
0
100.0%
.0%
44
5
89.8%
10.2%
64
0
100.0%
.0%
865
140
86.1%
13.9%
52
Total
28
100.0%
30
100.0%
53
100.0%
108
100.0%
43
100.0%
50
100.0%
128
100.0%
38
100.0%
57
100.0%
7
100.0%
89
100.0%
69
100.0%
32
100.0%
36
100.0%
94
100.0%
30
100.0%
49
100.0%
64
100.0%
1005
100.0%
Appendix O: Gender Makeup by Site
Fall 2011
WorkSource Center
Canoga Park- West
Hills
Northeast Los Angeles
Van Nuys- North
Sherman Oaks
ChatsworthNorthridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority
Portal
Marina del Rey- Mar
Vista
Metro North
South Los Angeles
Southeast Los
Angeles- Crenshaw
Southeast Los
Angeles- Watts
Sun Valley
West Adams- Baldwin
Hills
Westlake
Wilshire- Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Gender
Male
37
52.1%
18
40.9%
40
70.2%
20
64.5%
33
75.0%
104
72.2%
35
58.3%
59
59.6%
9
37.5%
22
47.8%
19
40.4%
42
61.8%
54
55.7%
31
81.6%
41
54.7%
11
50.0%
18
56.3%
55
67.9%
648
60.0%
53
Female
34
47.9%
26
59.1%
17
29.8%
11
35.5%
11
25.0%
40
27.8%
25
41.7%
40
40.4%
15
62.5%
24
52.2%
28
59.6%
26
38.2%
43
44.3%
7
18.4%
34
45.3%
11
50.0%
14
43.8%
26
32.1%
432
40.0%
Total
71
100.0%
44
100.0%
57
100.0%
31
100.0%
44
100.0%
144
100.0%
60
100.0%
99
100.0%
24
100.0%
46
100.0%
47
100.0%
68
100.0%
97
100.0%
38
100.0%
75
100.0%
22
100.0%
32
100.0%
81
100.0%
1080
100.0%
Spring 2011
WorkSource Center
Chatsworth-Northridge
Chinatown
Canoga Park-West
Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LACrenshaw
South LA
Sun Valley
Southeast LA-Watts
Van Nuys
West Adams-Baldwin
Hills
Westlake
Wilshire - Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Gender
Male
12
42.9%
16
53.3%
33
62.3%
61
59.8%
13
35.1%
28
59.6%
58
51.3%
18
48.6%
31
62.0%
6
85.7%
51
58.6%
23
34.3%
14
45.2%
15
42.9%
55
62.5%
17
58.6%
15
31.9%
39
63.9%
505
53.2%
54
Female
16
57.1%
14
46.7%
20
37.7%
41
40.2%
24
64.9%
19
40.4%
55
48.7%
19
51.4%
19
38.0%
1
14.3%
36
41.4%
44
65.7%
17
54.8%
20
57.1%
33
37.5%
12
41.4%
32
68.1%
22
36.1%
444
46.8%
Total
28
100.0%
30
100.0%
53
100.0%
102
100.0%
37
100.0%
47
100.0%
113
100.0%
37
100.0%
50
100.0%
7
100.0%
87
100.0%
67
100.0%
31
100.0%
35
100.0%
88
100.0%
29
100.0%
47
100.0%
61
100.0%
949
100.0%
Appendix P: Age of Clients by Site
Fall 2011
WorkSource Center
Canoga Park- West
Hills
Northeast Los Angeles
Van Nuys- North
Sherman Oaks
ChatsworthNorthridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority
Portal
Marina del Rey- Mar
Vista
Metro North
South Los Angeles
Southeast Los
Angeles- Crenshaw
Southeast Los
Angeles- Watts
Sun Valley
West Adams- Baldwin
Hills
Westlake
Wilshire- Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Under 21
3
4.2%
6
13.6%
3
5.3%
1
3.2%
1
2.3%
14
9.7%
1
1.7%
6
6.0%
3
12.5%
0
0.0%
5
10.4%
8
11.8%
4
4.2%
8
21.1%
4
5.1%
1
4.5%
1
3.2%
5
6.0%
74
6.8%
55
Age
21-55
56
78.9%
36
81.8%
44
77.2%
24
77.4%
35
79.5%
116
80.6%
49
81.7%
63
63.0%
19
79.2%
31
68.9%
37
77.1%
49
72.1%
81
84.4%
27
71.1%
58
74.4%
14
63.6%
21
67.7%
62
73.8%
822
75.8%
Over 55
12
16.9%
2
4.5%
10
17.5%
6
19.4%
8
18.2%
14
9.7%
10
16.7%
31
31.0%
2
8.3%
14
31.1%
6
12.5%
11
16.2%
11
11.5%
3
7.9%
16
20.5%
7
31.8%
9
29.0%
17
20.2%
189
17.4%
Total
71
100.0%
44
100.0%
57
100.0%
31
100.0%
44
100.0%
144
100.0%
60
100.0%
100
100.0%
24
100.0%
45
100.0%
48
100.0%
68
100.0%
96
100.0%
38
100.0%
78
100.0%
22
100.0%
31
100.0%
84
100.0%
1085
100.0%
Spring 2011
WorkSource Center
Chatsworth-Northridge
Chinatown
Canoga Park-West Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LA-Crenshaw
South LA
Sun Valley
Southeast LA-Watts
Van Nuys
West Adams-Baldwin
Hills
Westlake
Wilshire - Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Under 21
1
3.6%
1
3.3%
4
7.5%
18
17.6%
9
24.3%
3
6.4%
14
12.5%
0
.0%
1
2.0%
0
.0%
9
10.5%
1
1.5%
2
6.5%
2
5.7%
4
4.6%
2
6.9%
1
2.1%
5
8.2%
77
8.2%
56
Age
21-55
19
67.9%
22
73.3%
33
62.3%
72
70.6%
28
75.7%
34
72.3%
77
68.8%
25
69.4%
36
73.5%
6
85.7%
69
80.2%
44
65.7%
25
80.6%
28
80.0%
66
75.9%
22
75.9%
35
74.5%
48
78.7%
689
73.0%
Over 55
8
28.6%
7
23.3%
16
30.2%
12
11.8%
0
.0%
10
21.3%
21
18.8%
11
30.6%
12
24.5%
1
14.3%
8
9.3%
22
32.8%
4
12.9%
5
14.3%
17
19.5%
5
17.2%
11
23.4%
8
13.1%
178
18.9%
Total
28
100.0%
30
100.0%
53
100.0%
102
100.0%
37
100.0%
47
100.0%
112
100.0%
36
100.0%
49
100.0%
7
100.0%
86
100.0%
67
100.0%
31
100.0%
35
100.0%
87
100.0%
29
100.0%
47
100.0%
61
100.0%
944
100.0%
Appendix Q: Education Level by Site
Fall 2011
WorkSource Center
Canoga
Park- West
Hills
Northeast
Los Angeles
Van NuysNorth
Sherman
Oaks
ChatsworthNorthridge
Chinatown
Downtown
Harbor
Hollywood
Housing
Authority
Portal
Marina del
Rey- Mar
Vista
Metro North
South Los
Angeles
Southeast
Los
AngelesCrenshaw
Southeast
Los
AngelesWatts
Sun Valley
West
AdamsBaldwin
Hills
Westlake
WilshireMetro
Total
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Elementary/
Primary
School
2
Highest level of education completed?
High
Some
8th Grade
School
Some
Associate's
High
Completion
Diploma or
College
Degree
School
Equivalent
2
4
16
23
5
Bachelor's
Degree or
more
Total
19
71
2.82%
2.82%
5.63%
22.54%
32.39%
7.04%
26.76%
100.00%
1
3
3
8
19
5
5
44
2.27%
6.82%
6.82%
18.18%
43.18%
11.36%
11.36%
100.00%
1
0
9
18
14
4
10
56
1.79%
0.00%
16.07%
32.14%
25.00%
7.14%
17.86%
100.00%
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
21
10
11
24
14
5
15
100
21.00%
10.00%
11.00%
24.00%
14.00%
5.00%
15.00%
100.00%
% within
WorkSource Center
Count
1
0
2
9
8
4
7
31
3.23%
0.00%
6.45%
29.03%
25.81%
12.90%
22.58%
100.00%
1
2
1
12
15
7
6
44
2.27%
4.55%
2.27%
27.27%
34.09%
15.91%
13.64%
100.00%
11
4
27
33
39
15
13
142
7.75%
2.82%
19.01%
23.24%
27.46%
10.56%
9.15%
100.00%
1
4
6
17
22
2
9
61
1.64%
6.56%
9.84%
27.87%
36.07%
3.28%
14.75%
100.00%
0
0
5
9
6
2
2
24
0.00%
0.00%
20.83%
37.50%
25.00%
8.33%
8.33%
100.00%
1
0
2
6
15
6
16
46
2.17%
0.00%
4.35%
13.04%
32.61%
13.04%
34.78%
100.00%
2
0
6
16
16
5
4
49
4.08%
0.00%
12.24%
32.65%
32.65%
10.20%
8.16%
100.00%
2
3
14
23
11
8
6
67
2.99%
4.48%
20.90%
34.33%
16.42%
11.94%
8.96%
100.00%
2
4
10
20
32
14
15
97
2.06%
4.12%
10.31%
20.62%
32.99%
14.43%
15.46%
100.00%
0
1
3
16
16
0
2
38
% within
WorkSource Center
0.00%
2.63%
7.89%
42.11%
42.11%
0.00%
5.26%
100.00%
Count
% within
WorkSource Center
Count
10
4
5
22
13
7
13
74
13.51%
5.41%
6.76%
29.73%
17.57%
9.46%
17.57%
100.00%
0
0
0
5
11
2
4
22
% within
WorkSource Center
0.0%
0.0%
0.0%
22.7%
50.0%
9.1%
18.2%
100.0%
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
0
0
3
6
13
6
5
33
0.0%
0.0%
9.1%
18.2%
39.4%
18.2%
15.2%
100.0%
0
0
9
13
38
8
16
84
0.0%
0.0%
10.7%
15.5%
45.2%
9.5%
19.0%
100.0%
56
37
120
273
325
105
167
1083
5.2%
3.4%
11.1%
25.2%
30.0%
9.7%
15.4%
100.0%
57
Spring 2011
WorkSource Center
ChatsworthNorthridge
Chinatown
Canoga
Park-West
Hills
Downtown
Housing
Authority
Harbor
Hollywood
Marina Del
Rey
Metro North
LA
Northeast
LA
Southeast
LACrenshaw
South LA
Sun Valley
Southeast
LA-Watts
Van Nuys
West
AdamsBaldwin
Hills
Westlake
Wilshire Metro
Total
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Count
% within
WorkSource Center
Highest level of education completed?
High
School
Some
Diploma or
Some
Associate's
High
Equivalent
College
Degree
School
4
3
7
4
14.8%
11.1%
25.9%
14.8%
Bachelor's
Degree or
more
7
25.9%
Total
27
100.0%
4
13.3%
8
26.7%
30
100.0%
27
50.9%
4
7.5%
11
20.8%
53
100.0%
32
31.7%
25
24.8%
6
5.9%
7
6.9%
101
100.0%
4
11.1%
21
58.3%
9
25.0%
1
2.8%
0
.0%
36
100.0%
0
.0%
8
17.0%
6
12.8%
18
38.3%
6
12.8%
8
17.0%
47
100.0%
9
8.0%
7
6.3%
14
12.5%
31
27.7%
26
23.2%
15
13.4%
10
8.9%
112
100.0%
0
.0%
0
.0%
1
2.7%
2
5.4%
11
29.7%
5
13.5%
18
48.6%
37
100.0%
1
2.0%
0
.0%
5
10.0%
18
36.0%
12
24.0%
7
14.0%
7
14.0%
50
100.0%
0
.0%
0
.0%
1
14.3%
1
14.3%
2
28.6%
2
28.6%
1
14.3%
7
100.0%
2
2.3%
2
2.3%
10
11.5%
26
29.9%
29
33.3%
10
11.5%
8
9.2%
87
100.0%
9
13.8%
9
13.8%
7
10.8%
19
29.2%
12
18.5%
4
6.2%
5
7.7%
65
100.0%
1
3.3%
1
3.3%
2
6.7%
7
23.3%
13
43.3%
4
13.3%
2
6.7%
30
100.0%
1
2.9%
1
2.9%
8
22.9%
9
25.7%
11
31.4%
3
8.6%
2
5.7%
35
100.0%
0
.0%
2
2.3%
6
7.0%
27
31.4%
27
31.4%
9
10.5%
15
17.4%
86
100.0%
0
.0%
0
.0%
0
.0%
9
31.0%
10
34.5%
4
13.8%
6
20.7%
29
100.0%
1
2.1%
0
.0%
4
8.3%
10
20.8%
15
31.3%
7
14.6%
11
22.9%
48
100.0%
1
1.7%
0
.0%
5
8.3%
6
10.0%
23
38.3%
5
8.3%
20
33.3%
60
100.0%
32
3.4%
27
2.9%
106
11.3%
245
26.1%
284
30.2%
100
10.6%
146
15.5%
940
100.0%
Elementary/
Primary
School
2
7.4%
8th Grade
Completion
0
.0%
1
3.3%
0
.0%
3
10.0%
7
23.3%
7
23.3%
0
.0%
0
.0%
0
.0%
11
20.8%
3
3.0%
4
4.0%
24
23.8%
0
.0%
1
2.8%
1
2.1%
58
Appendix R: Employment by Site
Fall 2011
Are you employed?
WorkSource Center
Canoga ParkWest Hills
Northeast Los
Angeles
Van Nuys- North
Sherman Oaks
ChatsworthNorthridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority
Portal
Marina del ReyMar Vista
Metro North
South Los
Angeles
Southeast Los
AngelesCrenshaw
Southeast Los
Angeles- Watts
Sun Valley
West AdamsBaldwin Hills
Westlake
Wilshire- Metro
Total
Total
Full-time
Part-time
Unemployed
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
1
1.4%
2
4.5%
6
10.7%
1
3.4%
3
6.8%
12
8.6%
4
6.8%
8
8.4%
6
25.0%
0
0.0%
3
6.1%
8
12.3%
8
8
11.4%
8
18.2%
7
12.5%
2
6.9%
4
9.1%
11
7.9%
9
15.3%
25
26.3%
6
25.0%
4
8.9%
12
24.5%
6
9.2%
16
61
87.1%
34
77.3%
43
76.8%
26
89.7%
37
84.1%
117
83.6%
46
78.0%
62
65.3%
12
50.0%
41
91.1%
34
69.4%
51
78.5%
70
70
100.0%
44
100.0%
56
100.0%
29
100.0%
44
100.0%
140
100.0%
59
100.0%
95
100.0%
24
100.0%
45
100.0%
49
100.0%
65
100.0%
94
% within WorkSource Center
8.5%
17.0%
74.5%
100.0%
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
2
5.3%
9
12.2%
2
9.1%
4
12.5%
8
9.8%
87
8.2%
6
15.8%
7
9.5%
1
4.5%
9
28.1%
9
11.0%
150
14.1%
30
78.9%
58
78.4%
19
86.4%
19
59.4%
65
79.3%
825
77.7%
38
100.0%
74
100.0%
22
100.0%
32
100.0%
82
100.0%
1062
100.0%
59
Spring 2011
WorkSource Center
ChatsworthNorthridge
Chinatown
Canoga ParkWest Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LACrenshaw
South LA
Sun Valley
Southeast LAWatts
Van Nuys
West AdamsBaldwin Hills
Westlake
Wilshire - Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Full-time
22
78.6%
20
66.7%
45
84.9%
73
72.3%
22
59.5%
34
77.3%
72
65.5%
30
81.1%
36
73.5%
3
42.9%
63
73.3%
55
82.1%
27
90.0%
27
75.0%
70
79.5%
21
75.0%
26
54.2%
44
73.3%
690
73.5%
Are you employed?
Part-time
Unemployed
2
4
7.1%
14.3%
4
6
13.3%
20.0%
3
5
5.7%
9.4%
11
17
10.9%
16.8%
6
9
16.2%
24.3%
3
7
6.8%
15.9%
8
30
7.3%
27.3%
2
5
5.4%
13.5%
8
5
16.3%
10.2%
2
2
28.6%
28.6%
8
15
9.3%
17.4%
7
5
10.4%
7.5%
0
3
.0%
10.0%
4
5
11.1%
13.9%
2
16
2.3%
18.2%
3
4
10.7%
14.3%
9
13
18.8%
27.1%
4
12
6.7%
20.0%
86
163
9.2%
17.4%
60
Total
28
100.0%
30
100.0%
53
100.0%
101
100.0%
37
100.0%
44
100.0%
110
100.0%
37
100.0%
49
100.0%
7
100.0%
86
100.0%
67
100.0%
30
100.0%
36
100.0%
88
100.0%
28
100.0%
48
100.0%
60
100.0%
939
100.0%
Appendix S: Accomplish Everything by Site
Fall 2011
WorkSource Center
Canoga ParkWest Hills
Northeast Los
Angeles
Van Nuys- North
Sherman Oaks
ChatsworthNorthridge
Chinatown
Downtown
Harbor
Hollywood
Housing Authority
Portal
Marina del ReyMar Vista
Metro North
South Los Angeles
Southeast Los
AngelesCrenshaw
Southeast Los
Angeles- Watts
Sun Valley
West AdamsBaldwin Hills
Westlake
Wilshire- Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
Did you accomplish all that you wanted/needed to do today?
Nothing
Some
Most
Everything
9
17
25
24
12.0%
22.7%
33.3%
32.0%
1
6
14
21
2.4%
14.3%
33.3%
50.0%
1
9
17
35
1.6%
14.5%
27.4%
56.5%
2
8
12
13
5.7%
22.9%
34.3%
37.1%
0
9
12
20
0.0%
22.0%
29.3%
48.8%
3
14
47
82
2.1%
9.6%
32.2%
56.2%
3
8
16
35
4.8%
12.9%
25.8%
56.5%
3
21
18
57
3.0%
21.2%
18.2%
57.6%
1
6
5
11
4.3%
26.1%
21.7%
47.8%
0
5
12
25
0.0%
11.9%
28.6%
59.5%
0
4
15
31
0.0%
8.0%
30.0%
62.0%
4
9
13
41
6.0%
13.4%
19.4%
61.2%
5
26
28
46
Total
75
100.0%
42
100.0%
62
100.0%
35
100.0%
41
100.0%
146
100.0%
62
100.0%
99
100.0%
23
100.0%
42
100.0%
50
100.0%
67
100.0%
105
% within WorkSource Center
4.8%
24.8%
26.7%
43.8%
100.0%
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
1
2.6%
6
7.9%
1
4.5%
0
0.0%
0
0.0%
40
3.6%
7
17.9%
20
26.3%
3
13.6%
4
12.1%
8
9.3%
184
16.7%
12
30.8%
14
18.4%
10
45.5%
12
36.4%
21
24.4%
303
27.4%
19
48.7%
36
47.4%
8
36.4%
17
51.5%
57
66.3%
578
52.3%
39
100.0%
76
100.0%
22
100.0%
33
100.0%
86
100.0%
1105
100.0%
61
Spring 2011
WorkSource Center
ChatsworthNorthridge
Chinatown
Canoga Park-West
Hills
Downtown
Housing Authority
Harbor
Hollywood
Marina Del Rey
Metro North LA
Northeast LA
Southeast LACrenshaw
South LA
Sun Valley
Southeast LAWatts
Van Nuys
West AdamsBaldwin Hills
Westlake
Wilshire - Metro
Total
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Count
% within WorkSource Center
Did you accomplish all that you wanted/needed to do today?
Nothing
Some
Most
Everything
0
7
5
14
.0%
26.9%
19.2%
53.8%
1
7
8
11
3.7%
25.9%
29.6%
40.7%
1
8
20
23
1.9%
15.4%
38.5%
44.2%
2
11
22
70
1.9%
10.5%
21.0%
66.7%
1
2
11
29
2.3%
4.7%
25.6%
67.4%
0
9
11
23
.0%
20.9%
25.6%
53.5%
3
15
36
69
2.4%
12.2%
29.3%
56.1%
0
9
12
14
.0%
25.7%
34.3%
40.0%
0
11
15
31
.0%
19.3%
26.3%
54.4%
0
2
4
1
.0%
28.6%
57.1%
14.3%
4
16
28
34
4.9%
19.5%
34.1%
41.5%
0
21
19
30
.0%
30.0%
27.1%
42.9%
3
3
12
14
9.4%
9.4%
37.5%
43.8%
2
4
9
20
5.7%
11.4%
25.7%
57.1%
2
22
28
38
2.2%
24.4%
31.1%
42.2%
0
8
10
11
.0%
27.6%
34.5%
37.9%
1
10
13
25
2.0%
20.4%
26.5%
51.0%
1
16
13
32
1.6%
25.8%
21.0%
51.6%
21
181
276
489
2.2%
18.7%
28.5%
50.6%
62
Total
26
100.0%
27
100.0%
52
100.0%
105
100.0%
43
100.0%
43
100.0%
123
100.0%
35
100.0%
57
100.0%
7
100.0%
82
100.0%
70
100.0%
32
100.0%
35
100.0%
90
100.0%
29
100.0%
49
100.0%
62
100.0%
967
100.0%