Los Angeles WorkSource System
Intercept
Customer Satisfaction Survey
Spring 2012
Prepared for: City of Los Angeles
Workforce Investment Board
Community Development Department
Authors:
Richard W. Moore, Ph.D.
Bobby Keo
The College of Business and Economics
Table of Contents
OVERVIEW ............................................................................................................................. 1
METHOD ................................................................................................................................ 1
Table 1: Number of Surveys Completed at Each Center ...................................................................... 2
FINDINGS ............................................................................................................................... 3
Figure 1: Overall Satisfaction by Center .................................................................................................... 4
Table 2: Correlations with Overall Satisfaction...................................................................................... 6
Figure 2: Would you recommend this Center to Someone like Yourself? ..................................... 7
Figure 3: Overall Satisfaction by Recommendation to Someone like Yourself.......................... 8
Satisfaction with Aspects of Services Received ........................................................................................ 8
Figure 4: Satisfaction with Staff* .................................................................................................................. 8
Satisfaction with Employment Services and Training Programs .................................................... 9
Figure 6: Employment Services Satisfaction* ....................................................................................... 10
Figure 7: Satisfaction with the Training Program* ........................................................................... 11
Satisfaction with Facilities ............................................................................................................................ 11
Figure 8: Satisfaction with Facilities ........................................................................................................ 12
Age and Gender Relationship to Satisfaction ........................................................................................ 13
Figure 9: Overall Satisfaction by Age* ..................................................................................................... 13
Figure 10: Overall Satisfaction by Gender.............................................................................................. 14
Spanish, Cantonese, and Mandarin versus English Language Survey and Satisfaction..... 14
Figure 11: Mean Satisfaction and Language* ...................................................................................... 15
Employment Status and Satisfaction ........................................................................................................ 15
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 .................................................................................................................. 20
Figure 16: How did you learn about this Center?* ............................................................................. 20
Figure 17: Why did you come to the Center today? ........................................................................... 22
First Visits, Recommendations, and Accomplishments ..................................................................... 23
Figure 18: Is this your first visit to this Center? ................................................................................... 23
ii
Figure 19: Did you accomplish all you Wanted/Needed Today? ................................................. 24
Demographics ..................................................................................................................................................... 25
Figure 20: Respondents by Gender............................................................................................................. 25
Figure 21: Respondents by Age* ................................................................................................................. 26
Figure 22: Respondents Employment Status ........................................................................................ 27
Figure 23: Respondents Education Level................................................................................................ 28
Figure 24: Respondents by Language ...................................................................................................... 29
Figure 25: Respondents by Military Service* ........................................................................................ 30
CONCLUSION ....................................................................................................................... 30
Appendix A: Satisfaction Questionnaire .................................................................................................. 33
Appendix B: Overall Satisfaction by Site ................................................................................................. 38
Appendix C: Would You Recommend This Center To Someone Like Yourself?....................... 39
Appendix D: Satisfaction with Staff by Site............................................................................................ 40
Appendix E: Employment Services Satisfaction by Site .................................................................... 41
Appendix F: Training Program Satisfaction by Site........................................................................... 42
Appendix G: Satisfaction with Facilities by Site ................................................................................... 43
Appendix H: How Did You Learn about the WorkSource Center by Site?................................. 44
Appendix I: Why Did You Come to This WorkSource Center today? ........................................... 45
Appendix J: First Visit to Center by Site ................................................................................................... 46
Appendix K: Frequency of Visits in Past Month by Site? ................................................................... 47
Appendix L: Current Class Enrollment by Site? .................................................................................... 48
Appendix M: Language of Survey by Site ................................................................................................ 49
Appendix N: Gender Makeup by Site ......................................................................................................... 50
Appendix O: Age of Clients by Site.............................................................................................................. 51
Appendix P: Education Level by Site ......................................................................................................... 52
Appendix Q: Employment by Site ............................................................................................................... 53
Appendix R: Accomplish Everything by Site .......................................................................................... 54
Appendix S: U.S. Military Service by Site ................................................................................................. 55
Appendix T: All Comments for “Are there any other comments you would like to make about
the center?” by Site ........................................................................................................................................... 56
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, that includes a performance
management system known as SOFA, which refers to Customer Satisfaction, Outcomes, Flow of
customers, and Administrative performance measures of performance.
The objective of the study was to measure customer satisfaction with the overall WorkSource
system and each WorkSource Center. 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.
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 analyze the results of a survey from the spring of program year 2011-12. 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 English, Spanish, Cantonese, and
Mandarin (85.9% of the respondents used the English questionnaire, 12.4% used the Spanish
questionnaire, 1.2% used the Cantonese questionnaire, and the remaining 0.5% used the
Mandarin questionnaire). A breakdown of the language that respondents used, by Center, is in
Appendix M.
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. Seventeen out of the eighteen WorkSource Centers met or
exceeded this goal, and only one center fell below. Overall, over 1,000 clients completed the
survey. Table 1 outlines the number of completed surveys per Center, for both the fall 2011
period and the current spring 2012. 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 are receiving many more services.
Table 1: Number of Surveys Completed at Each Center
WorkSource Center
Chatsworth- Northridge
#
Completed
Fall 2012
#
Completed
Spring
2012
47
#
Completed
Fall 2011
36
Chinatown
41
44
Canoga Park- West Hills
54
83
Downtown
80
149
Housing Authority
30
24
Harbor
53
62
133
111
Marina Del Rey
44
47
Metro North Los Angeles
65
52
Northeast Los Angeles
23
44
Southeast Los Angeles-Crenshaw
63
110
South Los Angeles
98
70
Sun Valley
66
83
Southeast Los Angeles- Watts
37
39
Van Nuys
30
67
West Adams- Baldwin Hills
31
22
Westlake
46
35
Wilshire - Metro
74
87
1015
1165
Hollywood
Total
The questionnaire used in this survey is a revised version of the questionnaire used in the fall
survey of the program year. The questionnaire was revised based on feedback from focus
groups which included WorkSource Center directors and City staff. Overall the questionnaire
was reduced in length and language was clarified. Specific changes are noted in footnotes on
appropriate tables. A copy of the complete questionnaire is available in Appendix A.
This report summarizes key results from the survey with detailed data on each WorkSource
Center in the appendices.
2
FINDINGS
Overall How Satisfied are WorkSource Center Clients?
Overall customer satisfaction increased substantially from the fall of 2011 to spring of 2012, with
the system wide average rising from 8.9 to 9.4. It appears that WorkSource centers use the
feedback on customer satisfaction and other performance measures to improve their
performance, and increase satisfaction.
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, as noted before,
satisfaction for the system as a whole was very high with an average rating of 9.4. Satisfaction
among the WorkSource Centers ranged from 8.7 to 9.7. 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) 2011-12, the customer satisfaction “Star” level for this
measure was set at 9.0. All but two centers achieved that Star level performance, though the
remaining two centers were quite close to also meeting this mark.
3
Figure 1: Overall Satisfaction by Center
Mean Satisfaction
Spring 2012
Overall Satisfaction
Fall 2011
8.9
Wilshire- Metro
Westlake
8.6
Hollywood
9.1
9.0
9.7
9.6
9.5
9.5
9.4
Downtown
9.5
9.3
Housing Authority Portal
Southeast Los Angeles-Watts
8.9
South Los Angeles
Metro North
8.9
Sun Valley
8.9
9.5
9.5
9.5
9.5
9.5
9.4
9.1
Northeast Los Angeles
Harbor
Canoga Park- West Hills
8.1
Chinatown
West Adams- Baldwin Hills
Southeast Los Angeles-Crenshaw
9.4
9.3
9.2
8.7
8.4
9.2
9.1
9.0
9.0
8.8
Chatsworth- Northridge
9.3
8.7
8.9
Van Nuys
Marina Del Rey- Mar Vista
9.4
1
2
3
4
4
5
6
7
8
8.4
8.7
9
10
Mean Satisfaction
Spring 2012
Overall Satisfaction
Fall 2011
8.9
Wilshire- Metro
Westlake
8.6
Hollywood
9.1
9.0
9.7
9.6
9.5
9.5
9.4
Downtown
9.5
9.3
Housing Authority Portal
Southeast Los Angeles-Watts
8.9
South Los Angeles
Metro North
8.9
Sun Valley
8.9
9.5
9.5
9.5
9.5
9.5
9.4
9.1
Northeast Los Angeles
Harbor
Canoga Park- West Hills
8.1
Chinatown
West Adams- Baldwin Hills
Southeast Los Angeles-Crenshaw
9.4
9.3
9.2
8.7
8.4
9.2
9.1
9.0
9.0
8.8
Chatsworth- Northridge
9.3
8.7
8.9
Van Nuys
Marina Del Rey- Mar Vista
9.4
1
2
3
4
5
Creation of Indices and Relationship to Satisfaction
5
6
7
8
8.4
8.7
9
10
We measured satisfaction on 14 different variables. We created four 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 positive relationship).
Measures are ranked from the strongest relationship to the weakest as of spring 2012. As the
correlation tables show, the employment services index and training program index 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 content of class/workshop were also important. The least important aspect of
services was the facilities satisfaction index and the parking variable.
Table 2: Correlations with Overall Satisfaction
Index Correlation
Employment Services Satisfaction Index
Training Program Satisfaction Index
Staff Satisfaction Index
Facilities Satisfaction Index
0.77
0.73
0.72
0.67
Individual Item Correlation
Career Counseling
Content of Class/Workshop
Knowledgeable Staff
Staff Availability
Paperwork Required
Respectful Staff
Job Listings
Quality of Instructors
Helpfulness of Class/Workshop
Signage
Staff Phone Response
Equipment Quality/Availability
Cleanliness
Parking
0.70
0.70
0.69
0.68
0.67
0.63
0.63
0.63
0.62
0.61
0.57
0.57
0.54
0.41
We also asked clients if they would recommend the center to someone like themselves. Nearly
everyone (935 out of 994 respondents, 94.1%) acknowledged that they would recommend the
center to someone like themselves, indicating a high level of customer satisfaction. Data by
center is available in Appendix C.
6
Figure 2: Would you recommend this Center to Someone like Yourself?
Spring 2012
Yes
0%
Yes
0.8%
2.6%
20%
40%
Spring 2012
60%
Fall 2011
80%
0%
0.8%
2.6%
20%
40%
60%
100%
94.1%
92.0%
5.1%
5.3%
Unsure
No
94.1%
92.0%
5.1%
5.3%
Unsure
No
Fall 2011
80%
100%
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 (9.5)
than those who were unsure or would not recommend the center (7.1 and 5.0, respectively).
7
Figure 3: Overall Satisfaction by Recommendation to Someone like Yourself
Spring 2012
Yes
Unsure
No
0
1
2
3
Yes
Unsure
No
0
1
2
3
3.8
4
Spring 2012
3.8
4
Fall 2011
5
5
5.0
Fall 2011
5.0
7.1
6.0
6
7
8
9
7
10
9.5
9.3
7.1
6.0
6
9.5
9.3
8
9
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, availability, and how quickly they answer
phone calls and return voicemails. 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 9.2 system-wide. The aspect of staff service
that customers were least satisfied with was staff availability and how quickly staff answered
phone calls and returned voicemails. This might indicate that the high volume of clients in
centers makes it more difficult to get staff attention than clients would like, though it is
important to note that even these lower levels of satisfaction are still quite high. Ratings by
center are available in Appendix D.
Figure 4: Satisfaction with Staff*
8
Mean Satisfaction
Spring 2012
Staff is Respectful
Fall 2011
9.4
9.2
9.3
9.1
Staff is Knowledgeable
9.1
8.7
Staff is Available
9.0
8.6
Staff quickly answer phones/V.M.
Satisfaction with Staff Index
1
2
3
Mean Satisfaction
Spring 2012
Staff is Respectful
4
5
6
7
8
Fall 2011
10
9.4
9.2
9.3
9.1
Staff is Knowledgeable
9.1
8.7
Staff is Available
9.0
8.6
Staff quickly answer phones/V.M.
Satisfaction with Staff Index
9
9.2
9.0
1
2
3
4
5
6
7
8
9
9.2
9.0
10
*Satisfaction with Staff Index in this report is not the same as previous reports. The variable that measures satisfaction of
how quickly staff answers phone calls and return voicemails was previously part of an index named “Ease and Promptness”.
Satisfaction with Employment Services and Training Programs
One of the main goals of the WorkSource Centers is to help clients transition into employment. 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, career
counseling, and the amount of paperwork required to receive services. Again we combined these
three items into a Satisfaction with Employment Services Index. Overall, the index averaged 8.9;
9
again a relatively high level of satisfaction 1, but lower than the satisfaction with staff. A
breakdown by individual center is in Appendix E.
Figure 6: Employment Services Satisfaction*
Mean Satisfaction
Spring 2012
Fall 2011
Career Counseling
8.9
8.7
8.8
8.8
Amount of Paperwork
8.8
8.7
Job Listings
Satisfaction with Employment Service Index
1
2
3
Mean Satisfaction
Spring 2012
4
5
6
7
8
Fall 2011
Career Counseling
9
10
8.9
8.7
8.8
8.8
Amount of Paperwork
8.8
8.7
Job Listings
Satisfaction with Employment Service Index
8.9
8.8
1
2
3
4
5
6
7
8
8.9
8.8
9
10
*Satisfaction with Employment Service Index in this report is not the same as previous reports. The variable that measures
satisfaction with amount of paperwork required in order to receive services was previously part of an index named “Ease
and Promptness”. Also, previous Satisfaction with Employment Service Indices included a variable that measured
satisfaction with ability to enroll in a training program.
While only 37.3% of clients reported having participated in a class or workshop in spring 2012,
those that did reported a high level of overall satisfaction with their training experience at 9.3.
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 how
helpful the class or workshop was to the client. 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 F. In interpreting these results it is important to understand
In order to be included in an index, the client had to have a score for each measure. 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
10
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
Helpful Class/Workshop
Spring 2012
Fall 2011
9.2
8.9
9.3
9.1
Quality of Instructors
9.3
9.0
Class/Workshop Content
Training Program Satisfaction Index
1
2
3
4
Mean Satisfaction
Helpful Class/Workshop
Spring 2012
5
6
7
8
9
Fall 2011
10
9.2
8.9
9.3
9.1
Quality of Instructors
9.3
9.0
Class/Workshop Content
Training Program Satisfaction Index
9.3
9.0
1
2
3
4
5
6
7
8
9
9.3
9.0
*Training Program Satisfaction Index in this report is not the same as previous reports. The variable that measures
satisfaction of the training program’s relevance to employment goals in previous reports was replaced by satisfaction in
regards to how helpful the class/workshop was. The level of satisfaction for the previous variable is shown above.
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 9.1
overall rating. Clients were most satisfied with the cleanliness of the facilities (9.5) and least
satisfied with parking (8.4), no surprise here in Los Angeles. 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 G.
11
Figure 8: Satisfaction with Facilities
Mean Satisfaction
Spring 2012
Cleanliness
Fall 2011
9.5
9.4
9.2
9.2
Equipment
Signage
8.4
8.4
Parking
Satisfaction with Facilities Index
1
2
3
Mean Satisfaction
Spring 2012
Cleanliness
4
5
6
7
8
9
Fall 2011
9.1
9.1
10
9.5
9.4
9.2
9.2
Equipment
Signage
8.4
8.4
Parking
Satisfaction with Facilities Index
9.2
9.2
1
2
3
4
12
5
6
7
8
9
9.2
9.2
9.1
9.1
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 spring 2012. We did not find any substantial
differences between age or gender groups in spring 2012. Indicating centers are doing an
equally good job across these demographic groups.
Figure 9: Overall Satisfaction by Age*
Mean Satisfaction
Spring 2012
Over 55 Years Old
Fall 2011
9.4
9.2
9.3
41-55 Years Old
21-55 Years Old
8.9
21-40 Years Old
Under 21 Years Old
1
2
3
4
Mean Satisfaction
Spring 2012
Over 55 Years Old
5
6
7
8
9.3
9
Fall 2011
10
9.4
9.2
9.3
41-55 Years Old
21-55 Years Old
8.9
21-40 Years Old
Under 21 Years Old
9
1
2
3
4
5
6
7
8
*The age group 21-55 in previous reports was split into two groupings in the current report, 21-40 and 41-55.
13
9.4
9
9
9.4
9.3
10
Figure 10: Overall Satisfaction by Gender
Mean Satisfaction
Spring 2012
Female
Male
1
2
3
5
1
2
3
4
6
Mean Satisfaction
Spring 2012
Female
Male
4
Fall 2011
5
9.3
9.0
7
8
8.9
9
Fall 2011
6
9.3
10
9.3
9.0
7
8
8.9
9
9.3
10
Spanish, Cantonese, and Mandarin 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. The same was true for clients who chose to take the survey in
Mandarin or Cantonese, though it is important to note that as there were 872 clients to took the
survey in English and 126 who took it in Spanish, there were only 12 clients who opted for the
Cantonese survey and only 5 for the Mandarin survey (Figure 11 below).
14
Figure 11: Mean Satisfaction and Language*
Mean Satisfaction
Spring 2012
Mandarin
Fall 2011
10.0
9.6
9.3
Spanish
9.4
Cantonese
English
1
2
3
4
5
Mean Satisfaction
Spring 2012
Mandarin
6
7
8
8.9
9
10
Fall 2011
10.0
9.6
9.3
Spanish
9.4
Cantonese
English
9.3
1
2
3
4
5
6
7
8
8.9
9
9.3
*This current report reflects additions of two languages in which the questionnaire could be taken in, Mandarin and
Cantonese.
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 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.
15
Figure 12: Overall Satisfaction by Employment Status
Mean Satisfaction
Spring 2012
Full Time
Fall 2011
9.1
Part Time
Unemployed
8.9
1
2
3
4
5
Mean Satisfaction
Spring 2012
Full Time
6
7
8
2
3
4
5
6
16
9.3
10
9.1
8.9
1
9.4
9
Fall 2011
Part Time
Unemployed
8.9
7
8
9.5
8.9
9
9.5
9.4
9.3
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 without. 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
Spring 2012
Elementary/Primary School
Fall 2011
9.2
9.1
9.6
9.6
8th Grade Completion
9.5
9.3
Some High School
9.5
9.1
High School or Equivalent
Some College
8.7
Associate's Degree
Bachelor's Degree or more
8.9
1
2
3
4
Mean Satisfaction
Spring 2012
Elementary/Primary School
5
6
7
8
9.4
9.0
8.7
9
Fall 2011
10
9.2
9.1
9.6
9.6
8th Grade Completion
9.5
9.3
Some High School
9.5
9.1
High School or Equivalent
Some College
8.7
Associate's Degree
Bachelor's Degree or more
9.3
9.3
8.9
1
2
3
4
5
17
6
7
8
9.4
9.0
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 slightly 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, though their satisfaction level is only slightly lower than first time visitors.
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. This same pattern has been
found in early surveys as well.
Figure 14: Overall Satisfaction by Number of Visits in Last Month
Mean Satisfaction
Spring 2012
One Time
Fall 2011
9.4
9.1
Two Times
Three Times
8.2
Four Times
Five or more Times
1
2
3
4
5
18
6
7
8
9.0
8.7
9.3
9.2
9.0
9
9.1
9.5
10
Mean Satisfaction
Spring 2012
One Time
Fall 2011
9.4
9.1
Two Times
Three Times
8.2
Four Times
Five or more Times
1
2
3
4
5
6
7
8
9.0
8.7
9.3
9.2
9.0
9
9.1
9.5
10
Similarly, we looked at clients who were making their first visit to the WorkSource Center in
comparison with clients who had visited the center before. We found slightly higher satisfaction
among first time visitors.
Figure 15: Overall Satisfaction by First Visit to Center
Mean Satisfaction
Spring 2012
First Visit
Not First Visit
1
2
3
5
Mean Satisfaction
Spring 2012
First Visit
Not First Visit
4
Fall 2011
1
2
3
4
6
9.4
9.4
7
8
8.8
9
Fall 2011
5
6
19
9.3
10
9.4
9.4
7
8
8.8
9
9.3
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 most common
way clients learned about the center was from a friend or relative, second to that is ‘referred by
EDD’ (34.4% and 21.4%, respectively). An additional 12.9% of clients in spring 2012 learned
about the center by simply seeing the center’s building or sign, while another 9.1% of clients
reported being referred by another agency. These data continue to show that few clients
attribute coming to the center to outreach activities.
It is important to note that these data do 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 cannot answer these
questions, but it does suggest that WorkSource Centers may want to review outreach strategies if
they want to reach new client groups.
Figure 16: How did you learn about this Center?*
Spring 2012
Friend or Relative
Referred by EDD
Saw building or sign
Referred by another agency
5.5%
3.5%
4.7%
Met a staff member at an event
Other
Internet or Web
Saw a flyer
Referred by college or school
0%
Fall 2011
12.9%
11.2%
9.1%
14.8%
34.4%
35.5%
21.4%
22.8%
4.2%
4.2%
4.0%
3.3%
3.9%
4.8%
10%
20%
20
30%
40%
Spring 2012
Friend or Relative
Referred by EDD
Saw building or sign
Referred by another agency
5.5%
3.5%
4.7%
Met a staff member at an event
Other
Internet or Web
Saw a flyer
Referred by college or school
0%
Fall 2011
12.9%
11.2%
9.1%
14.8%
34.4%
35.5%
21.4%
22.8%
4.2%
4.2%
4.0%
3.3%
3.9%
4.8%
10%
20%
30%
*“Referred by EDD” was added to the current questionnaire as many of those who chose “Other” in previous reports
indicated that they were referred by EDD.
40%
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%. Figure 17 orders
these reasons according to frequency of mention. The data demonstrate that one-half (50.0%) of
the clients visited the center to look at job listings. Approximately one-third (38.2%) visited the
center to use the computers and other equipment. A significant percentage (30.9%) reported
coming to get career information. Roughly 1 out of 4 (25.4%) reported coming to get help on
their resume, and nearly the same percentage of clients (23.4%) reported coming to center to
attend a workshop or class. Approximately 1 out of 5 (19.8%) reported coming to get
information about services, and 13.1% to see a staff member. A little over a tenth of clients
(10.6%) reported visiting the center to attend an orientation, while 9.0% were there to be
interviewed for a job. Finally, still important but less frequently reported (6.9% to 5.3%) as
reasons a client came to the center were to file or get information about unemployment
insurance, or attend a job club meeting. Another 4.9% reported ‘other’ as reason for visiting the
center that day. Unlike the items on the list with higher percentages, the bottom activities do not
occur on a daily basis and may not have been available on the day the center was visited.
21
Figure 17: Why did you come to the Center today?
To look at job listings
To use a computer or other equipment
To get career information
To work on my resume
To attend a workshop or class
To get information about services
To see a staff member
To attend an orientation
To be interviewed for a job
To file or get information about
Unemployment Insurance
To attend a job club meeting
Other
0%
Spring 2012
Fall 2011
38.2%
34.0%
30.9%
28.3%
25.4%
22.2%
23.4%
16.8%
19.8%
16.5%
13.1%
13.7%
10.6%
11.3%
9.0%
5.9%
6.9%
6.0%
5.3%
6.4%
4.9%
11.6%
10%
20%
22
30%
40%
50.0%
46.9%
50%
60%
Spring 2012
To look at job listings
To use a computer or other equipment
To get career information
To work on my resume
To attend a workshop or class
To get information about services
To see a staff member
To attend an orientation
To be interviewed for a job
To file or get information about
Unemployment Insurance
To attend a job club meeting
Other
0%
Fall 2011
38.2%
34.0%
30.9%
28.3%
25.4%
22.2%
23.4%
16.8%
19.8%
16.5%
13.1%
13.7%
10.6%
11.3%
9.0%
5.9%
6.9%
6.0%
5.3%
6.4%
4.9%
11.6%
10%
20%
30%
40%
50.0%
46.9%
50%
60%
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 (24.1%) of the people
surveyed were visiting the center for the first time.
Figure 18: Is this your first visit to this Center?
Spring 2012
No
Fall 2011
75.9%
73.3%
24.1%
Yes
0%
10%
20%
26.7%
30%
40%
50%
23
60%
70%
80%
Spring 2012
No
Fall 2011
75.9%
73.3%
24.1%
Yes
0%
10%
20%
26.7%
30%
40%
50%
60%
70%
80%
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 42.3% of the clients were able to
accomplish everything they intended. An additional 29.8% achieved most of what they had
hoped to accomplish that day. Almost a quarter of the clients (24.4%) were only able to achieve
some of what they wanted to accomplish that day. Finally, 3.5% of the clients reported they
accomplished nothing.
Figure 19: Did you accomplish all you Wanted/Needed Today?
Spring 2012
Everything
Most
Some
Nothing
0%
3.5%
3.6%
10%
16.7%
20%
Fall 2011
42.3%
29.8%
27.4%
52.3%
24.4%
30%
24
40%
50%
60%
Spring 2012
Everything
Most
Some
Nothing
0%
16.7%
3.5%
3.6%
10%
Fall 2011
42.3%
29.8%
27.4%
52.3%
24.4%
20%
30%
40%
50%
60%
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. A slightly higher percentage of males
than females responded to our questionnaire reflecting the similarly higher unemployment rate
for males over females in the nation today.
Figure 20: Respondents by Gender
Spring 2012
Female
Fall 2011
40.0%
48.1%
51.9%
Male
0%
10%
20%
30%
40%
25
50%
60.0%
60%
70%
Spring 2012
Female
Fall 2011
40.0%
48.1%
51.9%
Male
0%
10%
20%
30%
40%
50%
60.0%
60%
70%
Figure 21 categorizes respondents by age, and shows that the majority of respondents were
between the ages of 21 and 55, with 41.4% between 21 and 40, followed closely behind by
respondents between the ages 41 and 55. Another 17.5% of respondents were older, while the
numbers of youth respondents were the least, 4.7%.
Figure 21: Respondents by Age*
Spring 2012
17.5%
17.4%
Over 55
41-55
36.3%
21-55
21-40
Under 21
0%
4.7%
6.8%
10%
41-55
20%
30%
Spring 2012
Under 21
0%
4.7%
6.8%
10%
40%
50%
Fall 2011
60%
70%
75.8%
41.4%
20%
80%
36.3%
21-55
21-40
75.8%
41.4%
17.5%
17.4%
Over 55
Fall 2011
30%
40%
50%
60%
70%
*The age group 21-55 in previous reports was split into two groupings in the current report, 21-40 and 41-55.
26
80%
Figure 22 strikingly displays that approximately three-quarters of respondents were
unemployed, 74.0%. The number employed part was 15.2%, while only one-tenth (10.8%) were
employed full-time.
Figure 22: Respondents Employment Status
10.8%
8.2%
Full Time
0%
20%
10.8%
8.2%
Full Time
40%
Spring 2012
60%
Fall 2011
15.2%
14.1%
Part Time
Unemployed
Fall 2011
15.2%
14.1%
Part Time
Unemployed
Spring 2012
0%
20%
40%
60%
74.0%
77.7%
80%
74.0%
77.7%
80%
100%
100%
An analysis of the highest completed education level of the respondents shows that the centers
serve a diverse group. The most common level of education in the spring of 2012 survey was
“some college” at 29.5%. A little over one-fourth of the respondents (26.6%) reported having a
“high school diploma or equivalent.” Still, 18% of clients had less than a high school diploma and
26% had an associate or bachelor’s degree.
27
Figure 23: Respondents Education Level
Elementary/Primary School
Spring 2012
3.1%
5.2%
Fall 2011
3.8%
3.4%
8th grade completion
Some High School
11.1%
11.1%
High School Diploma or Equivalent
Some College
Elementary/Primary School
0%
3.1%
5.2%
Fall 2011
3.8%
3.4%
Some High School
20%
11.1%
11.1%
High School Diploma or Equivalent
Some College
14.3%
15.4%
10%
Spring 2012
8th grade completion
0%
40%
29.5%
30.0%
14.3%
15.4%
10%
30%
26.6%
25.2%
11.7%
9.7%
Associate's Degree
Bachelor's Degree
29.5%
30.0%
11.7%
9.7%
Associate's Degree
Bachelor's Degree
26.6%
25.2%
20%
30%
40%
Figure 24 shows that the majority of respondents preferred to complete the questionnaire in
English rather than Spanish, Cantonese, or Mandarin.
28
Figure 24: Respondents by Language
Spring 2012
English
Spanish
1.2%
Cantonese
Mandarin
85.9%
87.2%
12.4%
12.3%
0.5%
0%
20%
English
Spanish
1.2%
Cantonese
Mandarin
Fall 2011
40%
Spring 2012
60%
Fall 2011
80%
100%
85.9%
87.2%
12.4%
12.3%
0.5%
0%
20%
40%
60%
29
80%
100%
Lastly, figure 25 shows that more than 9 out of 10 clients (91.7%) did not serve in the U.S.
military.
Figure 25: Respondents by Military Service*
Spring 2012
Yes
8.3%
No
91.7%
0%
20%
40%
60%
80%
100%
Spring 2012
Yes
8.3%
No
91.7%
0%
20%
40%
60%
80%
100%
*This question was not asked in previous questionnaires.
CONCLUSION
This report summarizies the results of a customer satisfaction survey conducted at 18
WorkSource Centers by the California State University, Northridge for the spring 2012 period.
Overall satisfaction in the WorkSource system remained high, increasing from 8.9 from fall 2011
to 9.4 for spring 2012 (on a 10 point satisfaction scale with “10” being “very satisfied”). As a
point of comparison, overall satisfaction was 9.0 a year earlier in spring 2011. The percentage of
respondents that would recommend the center to someone like themselves has also increased
from 91% & 92% in the spring and fall of 2011 to the currently high percentage of 94.1%.
30
Four indices were created to measure satisfaction. These indices, in order of the strength of their
relationship with overall satisfaction as of spring 2012 2 are:
• Employment services (0.77)
• Training programs (classes/workshops)(0.73)
• Staff (0.72)
• Facilities (0.67)
Satisfaction with employment services has shown a steady increase from 8.5 in fall 2010 to 8.6 in
spring 2011, to 8.8 in fall 2011, and now at 8.9 for spring 2012. Respondents’ satisfaction with
training programs and staff were at the 9.0 levels previously and has now reached 9.2 for staff
and 9.3 for training programs. Satisfaction with facilities has also increased from 8.8 in fall 2010
to 9.0 and 9.1 in spring and fall 2011. Satisfaction with facilities for spring 2012 has stayed at the
9.1 level.
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 improving customer
satisfaction. This is a tribute to the hard work and dedication of the people who work on the
frontlines of the system, and is reflected in the increasing satisfaction of the clients. Nearly every
aspect of measured customer satisfaction has been on a steady increase and this program year
was of no exception. This can be clearly observed within every graph above as the level of
satisfaction almost always increases from fall 2011 to spring 2012.
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, and .64 and .57 for facilities. A 1.0 indicates a perfect relationship and a
“0” indicates no relationship at all. Variables within certain indices have changed from previous reports.
2
31
APPENDICES
32
Appendix A: Satisfaction Questionnaire
LOS ANGELES WORKSOURCE CENTER STUDY
PARTICIPANT SELF-ADMINISTERED QUESTIONNAIRE
Spring, 2012
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
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 Referred by EDD
 9 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)












6. Are you formally enrolled in the WIA Program?
 1 Yes
 2 No
 3 Don’t know
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): ____________
CONTINUE INSIDE ON PAGE 2
3. How much did you accomplish today?




1
2
3
4
One time
Two times
Three times
Four times
Five or more times
Nothing of what I planned.
Some of what I planned.
Most of what I planned.
Everything that I planned.
4. Is this your first visit to this center?
33
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).
Staff Services
7.
How available were WorkSource Center staff?
Unavailable
Available
1 2 3 4 5 6 7 8 9 10
NA
8.
How respectful were WorkSource Center staff?
Disrespectful
Respectful
1 2 3 4 5 6 7 8 9 10
NA
9.
How knowledgeable were WorkSource Center staff?
Unknowledgeable
Knowledgeable
1 2 3 4 5 6 7 8 9 10
NA
10.
How quickly did WorkSource Center staff answer the phone
and return voicemails?
Slowly
Quickly
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
11.
12.
Have you ever received a referral to another center or
agency?
How easy was it to receive a referral?
___Yes
___No (Skip to question 13)
Very
Very
Difficult
Easy
1 2 3 4 5 6 7 8 9 10
NA
FACILITIES
How satisfied were you with:
The parking?
Very
Very
Dissatisfied
Satisfied
1 2 3 4 5 6 7 8 9 10
NA
1 2 3 4 5 6 7 8 9 10
NA
15.
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
16.
The cleanliness of the facility?
1 2 3 4 5 6 7 8 9 10
NA
17.
MEETING YOUR NEEDS
How satisfied were you with:
Job listings available here?
Very
Very
Dissatisfied
Satisfied
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
19.
The amount of paperwork required to receive services?
1 2 3 4 5 6 7 8 9 10
NA
13.
14.
34
20.
TRAINING PROGRAMS
Have you participated in any classes or workshops at this center during the last month?
 1 Yes
 2 No
21.
The quality of instructors?
Very
Very
Dissatisfied
Satisfied
1 2 3 4 5 6 7 8 9 10
22.
The content of the classes or workshops?
1 2 3 4 5 6 7 8 9 10
NA
23.
How helpful was the classes or workshops?
Not
Very
Helpful
Helpful
1 2 3 4 5 6 7 8 9 10
NA
If yes, how satisfied were you with the following:
24.
25.
Overall, how satisfied are you with this center?
If you don’t have an opinion, CIRCLE “DK” for “Don’t
Know”.
Very
Dissatisfied
 1 Yes
 2 Unsure
 3 No
26.
Are there any other comments you would like to make about the center?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
35
Very
Satisfied
1 2 3 4 5 6 7 8 9 10
Would you recommend this center to someone like yourself?
NA
DK
TELL US ABOUT YOURSELF
27. Gender
 Male
 Female
28. Age




Under 21
21-40
41-55
Over 55
29. Number of Years of Adult Work Experience
_______
30. Are You Now
 Employed Full-Time
 Employed Part-Time
 Unemployed
31. 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
32. Have you served in the U.S. military?
 1 Yes
 2 No
THANK YOU VERY MUCH FOR YOUR TIME!
36
Appendix B: Overall Satisfaction by Site
Fall 2012
Worksource Center
Count
Mean
Canoga Park - West Hills
38
8.71
Chatsworth - Northridge
30
9.47
Chinatown
31
9.68
Downtown
95
9.11
Harbor
37
9.43
Hollywood
58
9.81
Housing Authority Portal
51
8.80
Marina del Rey - Mar Vista
42
8.98
Metro North
33
9.00
Northeast Los Angeles
15
8.73
South Los Angeles
51
9.71
Southeast Los Angeles - Crenshaw
23
9.61
Southeast Los Angeles - Watts
37
9.62
Sun Valley
39
9.49
Van Nuys - North Sherman Oaks
34
8.47
West Adams - Baldwin Hills
27
8.37
Westlake
41
8.78
Wilshire - Metro
64
9.27
746
9.20
Total
37
Appendix B: Overall Satisfaction by Site
Spring 2013
WorkSource Center
Canoga Park - West Hills
Count
Mean
69
8.4
Northeast Los Angeles
36
9.2
Van Nuys - North Sherman Oaks
23
9.6
Chatsworth - Northridge
22
9.6
Chinatown
29
8.9
Downtown
55
9.2
Harbor
55
9.5
Hollywood
83
9.5
Housing Authority Portal
22
9.7
Marina del Rey - Mar Vista
35
9.2
Metro North
38
9.4
South Los Angeles
63
9.1
Southeast Los Angeles - Crenshaw
59
8.9
Southeast Los Angeles - Watts
29
8.8
Sun Valley
36
9.8
West Adams - Baldwin Hills
27
8.6
Westlake
47
9.3
Wilshire - Metro
Total
62
9.7
790
9.2
38
Appendix C: Would You Recommend This Center To Someone Like Yourself?
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
50
3
1
92.6%
5.6%
1.9%
21
1
0
95.5%
4.5%
0.0%
26
2
1
89.7%
6.9%
3.4%
42
3
2
89.4%
6.4%
4.3%
38
2
0
95.0%
5.0%
0.0%
71
4
0
94.7%
5.3%
0.0%
48
4
0
92.3%
7.7%
0.0%
131
2
0
98.5%
1.5%
0.0%
24
4
1
82.8%
13.8%
3.4%
35
4
1
87.5%
10.0%
2.5%
61
2
0
96.8%
3.2%
0.0%
90
5
1
93.8%
5.2%
1.0%
57
5
0
91.9%
8.1%
0.0%
37
0
0
100.0%
0.0%
0.0%
62
3
1
93.9%
4.5%
1.5%
27
3
0
90.0%
10.0%
0.0%
42
3
0
93.3%
6.7%
0.0%
73
1
0
98.6%
1.4%
0.0%
935
51
8
94.1%
5.1%
0.8%
39
Total
54
100.0%
22
100.0%
29
100.0%
47
100.0%
40
100.0%
75
100.0%
52
100.0%
133
100.0%
29
100.0%
40
100.0%
63
100.0%
96
100.0%
62
100.0%
37
100.0%
66
100.0%
30
100.0%
45
100.0%
74
100.0%
994
100.0%
Appendix D: Satisfaction with Staff by Site
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 was
the staff?
How respectful was
the staff?
How
knowledgeable was
the staff?
8.8
9.4
8.8
9.4
8.6
9.1
9.3
7.9
9.2
9.4
8.4
9.3
9.6
9.4
7.8
8.9
8.9
9.8
9.1
9.2
9.7
9.0
9.5
9.1
9.6
9.5
8.8
9.3
9.2
8.8
9.5
9.9
9.6
8.3
9.7
9.6
9.7
9.4
8.8
9.4
9.0
9.4
9.0
9.4
9.5
8.3
9.1
9.1
8.8
9.3
9.6
9.6
8.6
9.3
9.2
9.8
9.3
40
How quickly did
staff answer phone
and return
voicemails?
8.7
8.8
8.3
9.2
9.5
8.7
9.5
8.3
9.2
9.2
8.0
8.8
9.4
9.4
8.0
8.8
9.0
9.8
9.0
Overall Staff
Satisfaction
8.9
9.3
8.7
9.4
8.9
9.2
9.4
8.4
9.3
9.3
8.6
9.2
9.6
9.4
8.5
9.0
9.2
9.8
9.2
Appendix E: Employment Services Satisfaction by Site
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
How satisfied
are you with job
listings?
How satisfied are
you with career
counseling?
7.9
9.5
8.0
8.3
8.4
9.2
9.0
9.2
8.5
7.0
9.4
8.7
8.4
9.3
9.0
8.3
8.7
9.6
8.8
8.4
7.9
7.7
8.4
8.8
9.2
9.2
9.1
8.9
7.2
9.2
9.1
8.1
9.3
9.1
8.8
8.9
9.7
8.9
41
How satisfied
were you with
the amount of
paperwork
required?
8.6
9.0
7.3
8.4
8.3
9.1
9.1
9.3
8.7
7.2
9.3
8.1
8.4
9.4
9.1
8.6
9.3
9.5
8.8
Overall
Meeting Needs
8.4
8.7
7.5
8.3
8.7
9.2
9.1
9.3
8.8
7.3
9.3
8.7
8.3
9.3
9.1
9.0
9.1
9.6
8.9
Appendix F: Training Program Satisfaction by Site
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
If enrolled, how
satisfied with the
quality of
instructors?
8.7
9.8
9.2
8.8
8.5
9.5
9.6
9.4
9.0
8.8
9.6
9.4
8.3
9.4
9.4
9.6
9.8
9.9
9.3
If enrolled, how
satisfied with the
quality of
class/workshop
content?
9.1
9.6
9.1
8.8
8.2
9.6
9.6
9.4
8.9
8.9
9.4
9.5
8.6
9.5
9.0
9.6
9.4
9.8
9.3
42
If enrolled, how
helpful was the
class/workshop?
8.9
9.7
9.0
8.6
8.6
9.7
9.5
9.5
9.1
8.2
9.3
9.4
8.6
9.2
8.7
9.5
9.3
9.9
9.2
Overall Training
Program
8.9
9.7
9.1
8.7
8.3
9.6
9.5
9.4
9.1
8.6
9.5
9.5
8.6
9.3
9.1
9.6
9.7
9.9
9.3
Appendix G: Satisfaction with Facilities by Site
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?
9.0
7.5
9.4
8.6
8.7
8.3
8.8
6.6
8.6
9.6
8.3
7.6
8.1
9.2
4.3
6.6
8.9
9.3
8.4
How satisfied with
the quality of
computers and
equipment?
9.1
9.1
8.8
9.3
9.0
9.1
9.3
8.6
9.5
9.3
9.1
9.2
9.2
9.5
8.8
9.3
9.6
9.7
9.2
43
How
satisfied
with signs?
9.2
9.1
9.1
9.1
8.9
9.2
9.4
8.6
9.5
9.6
8.9
9.4
9.2
9.5
8.3
9.0
9.4
9.7
9.2
How satisfied
with
cleanliness of
facility?
9.4
8.9
9.7
9.6
9.2
9.7
9.4
9.1
9.6
9.7
9.0
9.3
9.7
9.7
9.1
9.1
9.7
9.8
9.5
Overall
Facilities
Satisfaction
9.2
8.6
9.2
9.3
9.0
9.1
9.4
8.2
9.4
9.5
8.7
8.9
9.2
9.5
7.5
8.5
9.6
9.6
9.1
Appendix H: How Did You Learn about the WorkSource Center by Site?
WorkSource Center
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 AngelesCrenshaw
Southeast Los AngelesWatts
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
13
24.1%
12
52.2%
14
46.7%
21
44.7%
15
36.6%
17
21.8%
12
22.6%
36
27.3%
14
48.3%
19
43.2%
29
44.6%
46
46.9%
20
31.7%
19
51.4%
18
27.3%
12
38.7%
13
28.3%
18
24.3%
348
34.4%
Referred by
college or
school
2
3.7%
0
0.0%
0
0.0%
1
2.1%
1
2.4%
4
5.1%
2
3.8%
10
7.6%
3
10.3%
0
0.0%
2
3.1%
7
7.1%
1
1.6%
0
0.0%
1
1.5%
0
0.0%
3
6.5%
2
2.7%
39
3.9%
Referred by
another
agency
2
3.7%
0
0.0%
1
3.3%
2
4.3%
4
9.8%
20
25.6%
0
0.0%
9
6.8%
2
6.9%
6
13.6%
6
9.2%
8
8.2%
11
17.5%
2
5.4%
3
4.5%
6
19.4%
5
10.9%
5
6.8%
92
9.1%
44
How did you learn about this Center?
Met a staff
member at
Internet or
an event
Saw a flyer
web
1
1
5
1.9%
1.9%
9.3%
0
2
0
0.0%
8.7%
0.0%
0
0
3
0.0%
0.0%
10.0%
3
1
5
6.4%
2.1%
10.6%
1
5
1
2.4%
12.2%
2.4%
2
5
2
2.6%
6.4%
2.6%
0
0
1
0.0%
0.0%
1.9%
15
10
8
11.4%
7.6%
6.1%
2
1
1
6.9%
3.4%
3.4%
1
1
3
2.3%
2.3%
6.8%
3
3
2
4.6%
4.6%
3.1%
3
1
0
3.1%
1.0%
0.0%
2
2
1
3.2%
3.2%
1.6%
1
1
2
2.7%
2.7%
5.4%
2
0
1
3.0%
0.0%
1.5%
1
1
1
3.2%
3.2%
3.2%
0
1
1
0.0%
2.2%
2.2%
19
5
5
25.7%
6.8%
6.8%
56
40
42
5.5%
4.0%
4.2%
Saw building
or sign
10
18.5%
3
13.0%
1
3.3%
4
8.5%
5
12.2%
9
11.5%
9
17.0%
10
7.6%
3
10.3%
1
2.3%
7
10.8%
18
18.4%
16
25.4%
9
24.3%
7
10.6%
5
16.1%
8
17.4%
5
6.8%
130
12.9%
Referred by
EDD
20
37.0%
4
17.4%
8
26.7%
8
17.0%
5
12.2%
15
19.2%
28
52.8%
28
21.2%
1
3.4%
13
29.5%
10
15.4%
12
12.2%
6
9.5%
2
5.4%
32
48.5%
3
9.7%
9
19.6%
12
16.2%
216
21.4%
Other
0
0.0%
2
8.7%
3
10.0%
2
4.3%
4
9.8%
4
5.1%
1
1.9%
6
4.5%
2
6.9%
0
0.0%
3
4.6%
3
3.1%
4
6.3%
1
2.7%
2
3.0%
2
6.5%
6
13.0%
3
4.1%
48
4.7%
Total
54
100.0%
23
100.0%
30
100.0%
47
100.0%
41
100.0%
78
100.0%
53
100.0%
132
100.0%
29
100.0%
44
100.0%
65
100.0%
98
100.0%
63
100.0%
37
100.0%
66
100.0%
31
100.0%
46
100.0%
74
100.0%
1011
100.0%
Canoga Park - West
Hills
Count
% within
WorkSource Center
Northeast Los Angeles
Count
% within
WorkSource Center
Van Nuys - North
Sherman Oaks
Count
% within
WorkSource Center
Other
To attend an
orientation
To file or get
information
about UI
To attend a
job club
meeting
To use a
computer
g
information
about
services
Interview for a
job
To attend a
workshop or
class
To work on
my resume
To see a staff
member
Look at job
listings
WorkSource Center
Career
Information
Appendix I: Why Did You Come to This WorkSource Center today?
13
30
8
20
14
1
21
9
1
6
4
0
24.1%
55.6%
14.8%
37.0%
25.9%
1.9%
38.9%
16.7%
1.9%
11.1%
7.4%
0.0%
7
19
1
10
2
2
16
6
0
2
0
0
30.4%
82.6%
4.3%
43.5%
8.7%
8.7%
69.6%
26.1%
0.0%
8.7%
0.0%
0.0%
9
18
2
9
4
2
13
4
0
2
1
1
30.0%
60.0%
6.7%
30.0%
13.3%
6.7%
43.3%
13.3%
0.0%
6.7%
3.3%
3.3%
19
31
10
19
18
14
16
15
10
3
14
1
40.4%
2.1%
Chatsworth - Northridge
Count
% within
WorkSource Center
66.0%
21.3%
40.4%
38.3%
29.8%
34.0%
31.9%
21.3%
6.4%
29.8%
Chinatown
Count
% within
WorkSource Center
12
17
2
3
3
1
15
11
0
2
3
3
29.3%
41.5%
4.9%
7.3%
7.3%
2.4%
36.6%
26.8%
0.0%
4.9%
7.3%
7.3%
Count
% within
WorkSource Center
27
53
8
20
14
8
24
12
11
8
3
2
34.6%
67.9%
10.3%
25.6%
17.9%
10.3%
30.8%
15.4%
14.1%
10.3%
3.8%
2.6%
Count
% within
WorkSource Center
19
26
7
10
19
1
17
18
2
7
8
2
35.8%
49.1%
13.2%
18.9%
35.8%
1.9%
32.1%
34.0%
3.8%
13.2%
15.1%
3.8%
Count
% within
WorkSource Center
32
54
18
30
20
6
48
25
3
11
4
6
24.1%
40.6%
13.5%
22.6%
15.0%
4.5%
36.1%
18.8%
2.3%
8.3%
3.0%
4.5%
Count
% within
WorkSource Center
8
8
8
7
4
3
10
5
1
3
0
4
27.6%
27.6%
27.6%
24.1%
13.8%
10.3%
34.5%
17.2%
3.4%
10.3%
0.0%
13.8%
Count
% within
WorkSource Center
8
15
5
12
21
6
19
6
2
4
2
1
18.2%
34.1%
11.4%
27.3%
47.7%
13.6%
43.2%
13.6%
4.5%
9.1%
4.5%
2.3%
Count
% within
WorkSource Center
19
40
8
20
9
5
24
10
2
4
3
2
29.2%
61.5%
12.3%
30.8%
13.8%
7.7%
36.9%
15.4%
3.1%
6.2%
4.6%
3.1%
Count
% within
WorkSource Center
28
38
6
19
48
8
40
19
5
7
25
8
28.6%
38.8%
6.1%
19.4%
49.0%
8.2%
40.8%
19.4%
5.1%
7.1%
25.5%
8.2%
27
32
3
17
18
10
24
10
2
1
7
3
42.9%
50.8%
4.8%
27.0%
28.6%
15.9%
38.1%
15.9%
3.2%
1.6%
11.1%
4.8%
12
20
10
9
0
1
17
6
0
0
2
3
32.4%
54.1%
27.0%
24.3%
0.0%
2.7%
45.9%
16.2%
0.0%
0.0%
5.4%
8.1%
15
23
7
9
9
4
21
11
0
3
21
6
22.7%
34.8%
10.6%
13.6%
13.6%
6.1%
31.8%
16.7%
0.0%
4.5%
31.8%
9.1%
8
12
7
8
4
6
11
1
4
1
3
2
25.8%
38.7%
22.6%
25.8%
12.9%
19.4%
35.5%
3.2%
12.9%
3.2%
9.7%
6.5%
8
20
7
7
11
3
18
3
1
3
1
4
17.4%
43.5%
15.2%
15.2%
23.9%
6.5%
39.1%
6.5%
2.2%
6.5%
2.2%
8.7%
42
50
16
28
19
10
33
29
10
3
6
2
56.8%
67.6%
21.6%
37.8%
25.7%
13.5%
44.6%
39.2%
13.5%
4.1%
8.1%
2.7%
313
506
133
257
237
91
387
200
54
70
107
50
30.9%
50.0%
13.1%
25.4%
23.4%
9.0%
38.2%
19.8%
5.3%
6.9%
10.6%
4.9%
Downtown
Harbor
Hollywood
Housing Authority
Portal
Marina del Rey - Mar
Vista
Metro North
South Los Angeles
Southeast Los Angeles
- Crenshaw
Count
% within
WorkSource Center
Southeast Los Angeles
- Watts
Count
% within
WorkSource Center
Sun Valley
Count
% within
WorkSource Center
West Adams - Baldwin
Hills
Count
% within
WorkSource Center
Westlake
Count
% within
WorkSource Center
Wilshire - Metro
Count
% within
WorkSource Center
Total
Count
% within
WorkSource Center
45
Appendix J: First Visit to Center by Site
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
Is this your first visit to this
Center?
Yes
No
7
47
13.0%
87.0%
3
20
13.0%
87.0%
8
18
30.8%
69.2%
16
29
35.6%
64.4%
8
29
21.6%
78.4%
32
43
42.7%
57.3%
22
31
41.5%
58.5%
23
103
18.3%
81.7%
14
14
50.0%
50.0%
4
37
9.8%
90.2%
7
56
11.1%
88.9%
24
68
26.1%
73.9%
10
51
16.4%
83.6%
6
29
17.1%
82.9%
27
37
42.2%
57.8%
8
22
26.7%
73.3%
4
39
9.3%
90.7%
10
62
13.9%
86.1%
233
735
24.1%
75.9%
46
Total
54
100.0%
23
100.0%
26
100.0%
45
100.0%
37
100.0%
75
100.0%
53
100.0%
126
100.0%
28
100.0%
41
100.0%
63
100.0%
92
100.0%
61
100.0%
35
100.0%
64
100.0%
30
100.0%
43
100.0%
72
100.0%
968
100.0%
Appendix K: Frequency of Visits in Past Month by Site?
WorkSource Center
Canoga Park- West
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
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
How often have you come to this center in the past month?
Five
Two
Three
Four
One time
times or
times
times
times
more
11
4
9
5
23
21.2%
7.7%
17.3%
9.6%
44.2%
0
3
3
2
12
0.0%
15.0%
15.0%
10.0%
60.0%
9
5
4
4
5
33.3%
18.5%
14.8%
14.8%
18.5%
11
5
6
1
15
28.9%
13.2%
15.8%
2.6%
39.5%
13
4
4
4
13
34.2%
10.5%
10.5%
10.5%
34.2%
16
6
8
8
28
24.2%
9.1%
12.1%
12.1%
42.4%
14
6
4
6
9
35.9%
15.4%
10.3%
15.4%
23.1%
12
18
17
17
57
9.9%
14.9%
14.0%
14.0%
47.1%
9
5
5
2
6
33.3%
18.5%
18.5%
7.4%
22.2%
8
7
2
4
20
19.5%
17.1%
4.9%
9.8%
48.8%
5
6
14
8
31
7.8%
9.4%
21.9%
12.5%
48.4%
16
10
3
8
52
18.0%
11.2%
3.4%
9.0%
58.4%
9
8
9
5
30
14.8%
13.1%
14.8%
8.2%
49.2%
6
5
10
5
8
17.6%
14.7%
29.4%
14.7%
23.5%
16
7
4
5
17
32.7%
14.3%
8.2%
10.2%
34.7%
2
4
6
5
8
8.0%
16.0%
24.0%
20.0%
32.0%
3
10
7
6
18
6.8%
22.7%
15.9%
13.6%
40.9%
9
10
15
11
28
12.3%
13.7%
20.5%
15.1%
38.4%
169
123
130
106
380
18.6%
13.5%
14.3%
11.7%
41.9%
47
Total
52
100.0%
20
100.0%
27
100.0%
38
100.0%
38
100.0%
66
100.0%
39
100.0%
121
100.0%
27
100.0%
41
100.0%
64
100.0%
89
100.0%
61
100.0%
34
100.0%
49
100.0%
25
100.0%
44
100.0%
73
100.0%
908
100.0%
Appendix L: Current Class Enrollment by Site?
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 formally enrolled in the
WIA program?
Don’t
Yes
No
Know
14
20
15
28.6%
40.8%
30.6%
5
11
4
25.0%
55.0%
20.0%
7
14
6
25.9%
51.9%
22.2%
14
17
9
35.0%
42.5%
22.5%
6
14
18
15.8%
36.8%
47.4%
20
31
18
29.0%
44.9%
26.1%
4
29
11
9.1%
65.9%
25.0%
31
75
16
25.4%
61.5%
13.1%
2
24
3
6.9%
82.8%
10.3%
16
7
19
38.1%
16.7%
45.2%
22
31
9
35.5%
50.0%
14.5%
31
40
18
34.8%
44.9%
20.2%
18
31
9
31.0%
53.4%
15.5%
12
17
6
34.3%
48.6%
17.1%
27
15
11
50.9%
28.3%
20.8%
9
14
3
34.6%
53.8%
11.5%
11
28
4
25.6%
65.1%
9.3%
30
19
20
43.5%
27.5%
29.0%
279
437
199
30.5%
47.8%
21.7%
48
Total
49
100.0%
20
100.0%
27
100.0%
40
100.0%
38
100.0%
69
100.0%
44
100.0%
122
100.0%
29
100.0%
42
100.0%
62
100.0%
89
100.0%
58
100.0%
35
100.0%
53
100.0%
26
100.0%
43
100.0%
69
100.0%
915
100.0%
Appendix M: Language of Survey by Site
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
What language was the survey taken in?
Cantonese
Mandarin
English
Spanish
45
9
0
0
83.3%
16.7%
0.0%
0.0%
21
2
0
0
91.3%
8.7%
0.0%
0.0%
25
5
0
0
83.3%
16.7%
0.0%
0.0%
42
5
0
0
89.4%
10.6%
0.0%
0.0%
24
1
12
4
58.5%
2.4%
29.3%
9.8%
69
10
0
1
86.2%
12.5%
0.0%
1.2%
47
6
0
0
88.7%
11.3%
0.0%
0.0%
100
33
0
0
75.2%
24.8%
0.0%
0.0%
29
1
0
0
96.7%
3.3%
0.0%
0.0%
44
0
0
0
100.0%
0.0%
0.0%
0.0%
60
5
0
0
92.3%
7.7%
0.0%
0.0%
81
17
0
0
82.7%
17.3%
0.0%
0.0%
61
2
0
0
96.8%
3.2%
0.0%
0.0%
36
1
0
0
97.3%
2.7%
0.0%
0.0%
51
15
0
0
77.3%
22.7%
0.0%
0.0%
31
0
0
0
100.0%
0.0%
0.0%
0.0%
40
6
0
0
87.0%
13.0%
0.0%
0.0%
66
8
0
0
89.2%
10.8%
0.0%
0.0%
872
126
12
5
85.9%
12.4%
1.2%
0.5%
49
Total
54
100.0%
23
100.0%
30
100.0%
47
100.0%
41
100.0%
80
100.0%
53
100.0%
133
100.0%
30
100.0%
44
100.0%
65
100.0%
98
100.0%
63
100.0%
37
100.0%
66
100.0%
31
100.0%
46
100.0%
74
100.0%
1015
100.0%
Appendix N: Gender Makeup by Site
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
22
42.3%
11
57.9%
7
24.1%
23
50.0%
25
67.6%
54
75.0%
31
60.8%
67
51.9%
11
40.7%
11
28.9%
39
65.0%
36
40.4%
43
68.3%
13
36.1%
32
48.5%
16
57.1%
25
62.5%
28
40.6%
494
51.9%
50
Female
30
57.7%
8
42.1%
22
75.9%
23
50.0%
12
32.4%
18
25.0%
20
39.2%
62
48.1%
16
59.3%
27
71.1%
21
35.0%
53
59.6%
20
31.7%
23
63.9%
34
51.5%
12
42.9%
15
37.5%
41
59.4%
457
48.1%
Total
52
100.0%
19
100.0%
29
100.0%
46
100.0%
37
100.0%
72
100.0%
51
100.0%
129
100.0%
27
100.0%
38
100.0%
60
100.0%
89
100.0%
63
100.0%
36
100.0%
66
100.0%
28
100.0%
40
100.0%
69
100.0%
951
100.0%
Appendix O: Age of Clients by Site
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
2
3.8%
1
5.3%
1
3.4%
3
6.5%
2
5.4%
5
6.8%
2
3.9%
8
6.2%
3
10.7%
1
2.6%
1
1.7%
3
3.4%
4
6.3%
5
13.9%
1
1.5%
0
0.0%
1
2.6%
2
2.9%
45
4.7%
21-40
13
25.0%
9
47.4%
10
34.5%
16
34.8%
10
27.0%
33
45.2%
25
49.0%
40
31.0%
18
64.3%
5
13.2%
26
44.1%
38
42.7%
29
46.0%
24
66.7%
25
37.9%
14
48.3%
15
38.5%
44
63.8%
394
41.4%
51
Age
41-55
24
46.2%
9
47.4%
14
48.3%
14
30.4%
15
40.5%
26
35.6%
17
33.3%
54
41.9%
6
21.4%
18
47.4%
20
33.9%
25
28.1%
24
38.1%
6
16.7%
29
43.9%
10
34.5%
13
33.3%
22
31.9%
346
36.3%
Over 55
13
25.0%
0
0.0%
4
13.8%
13
28.3%
10
27.0%
9
12.3%
7
13.7%
27
20.9%
1
3.6%
14
36.8%
12
20.3%
23
25.8%
6
9.5%
1
2.8%
11
16.7%
5
17.2%
10
25.6%
1
1.4%
167
17.5%
Total
52
100.0%
19
100.0%
29
100.0%
46
100.0%
37
100.0%
73
100.0%
51
100.0%
129
100.0%
28
100.0%
38
100.0%
59
100.0%
89
100.0%
63
100.0%
36
100.0%
66
100.0%
29
100.0%
39
100.0%
69
100.0%
952
100.0%
Appendix P: Education Level by Site
WorkSource Center
Canoga Park- West
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
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
Elementary/
Primary
School
2
3.8%
1
5.3%
1
3.7%
2
4.3%
2
5.4%
1
1.4%
2
3.9%
3
2.3%
1
3.6%
0
0.0%
0
0.0%
6
6.7%
2
3.2%
1
2.8%
4
6.1%
0
0.0%
0
0.0%
1
1.4%
29
3.1%
8th Grade
Completion
0
0.0%
1
5.3%
3
11.1%
1
2.2%
3
8.1%
2
2.7%
4
7.8%
9
7.0%
0
0.0%
0
0.0%
1
1.7%
5
5.6%
1
1.6%
2
5.6%
2
3.0%
0
0.0%
1
2.5%
1
1.4%
36
3.8%
Highest level of education completed?
Some
High School
Some
High
Diploma or
College
School
Equivalent
7
5
18
13.5%
9.6%
34.6%
1
8
6
5.3%
42.1%
31.6%
0
3
10
0.0%
11.1%
37.0%
1
13
7
2.2%
28.3%
15.2%
5
2
14
13.5%
5.4%
37.8%
13
26
22
17.8%
35.6%
30.1%
8
12
17
15.7%
23.5%
33.3%
14
41
38
10.9%
31.8%
29.5%
9
11
0
32.1%
39.3%
0.0%
0
6
9
0.0%
15.8%
23.7%
2
20
19
3.3%
33.3%
31.7%
19
23
21
21.3%
25.8%
23.6%
5
24
18
8.1%
38.7%
29.0%
2
8
14
5.6%
22.2%
38.9%
6
16
25
9.1%
24.2%
37.9%
2
9
9
7.1%
32.1%
32.1%
2
12
15
5.0%
30.0%
37.5%
9
14
18
13.0%
20.3%
26.1%
105
253
280
11.1%
26.6%
29.5%
52
Associate's
Degree
7
13.5%
1
5.3%
6
22.2%
9
19.6%
6
16.2%
2
2.7%
5
9.8%
14
10.9%
0
0.0%
6
15.8%
13
21.7%
7
7.9%
8
12.9%
4
11.1%
4
6.1%
3
10.7%
3
7.5%
13
18.8%
111
11.7%
Bachelor's
Degree or
more
13
25.0%
1
5.3%
4
14.8%
13
28.3%
5
13.5%
7
9.6%
3
5.9%
10
7.8%
7
25.0%
17
44.7%
5
8.3%
8
9.0%
4
6.5%
5
13.9%
9
13.6%
5
17.9%
7
17.5%
13
18.8%
136
14.3%
Total
52
100.0%
19
100.0%
27
100.0%
46
100.0%
37
100.0%
73
100.0%
51
100.0%
129
100.0%
28
100.0%
38
100.0%
60
100.0%
89
100.0%
62
100.0%
36
100.0%
66
100.0%
28
100.0%
40
100.0%
69
100.0%
950
100.0%
Appendix Q: Employment by Site
Employment Status
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
Part-time
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
2
3.8%
0
0.0%
1
3.4%
5
10.9%
4
11.1%
9
12.5%
3
5.9%
14
10.9%
6
22.2%
2
5.4%
9
15.0%
7
8.3%
5
4
7.7%
4
21.1%
2
6.9%
8
17.4%
6
16.7%
14
19.4%
6
11.8%
25
19.4%
7
25.9%
5
13.5%
13
21.7%
8
9.5%
9
46
88.5%
15
78.9%
26
89.7%
33
71.7%
26
72.2%
49
68.1%
42
82.4%
90
69.8%
14
51.9%
30
81.1%
38
63.3%
69
82.1%
48
52
100.0%
19
100.0%
29
100.0%
46
100.0%
36
100.0%
72
100.0%
51
100.0%
129
100.0%
27
100.0%
37
100.0%
60
100.0%
84
100.0%
62
% within WorkSource Center
8.1%
14.5%
77.4%
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
8
22.2%
6
9.1%
4
14.3%
4
10.3%
13
18.8%
102
10.8%
8
22.2%
7
10.6%
1
3.6%
12
30.8%
4
5.8%
143
15.2%
20
55.6%
53
80.3%
23
82.1%
23
59.0%
52
75.4%
697
74.0%
36
100.0%
66
100.0%
28
100.0%
39
100.0%
69
100.0%
942
100.0%
53
Unemployed
Total
Full-time
Appendix R: Accomplish Everything by Site
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
How much of what you planned did you accomplish today?
Nothing
Some
Most
Everything
1
18
20
13
1.9%
34.6%
38.5%
25.0%
2
2
4
13
9.5%
9.5%
19.0%
61.9%
2
9
9
8
7.1%
32.1%
32.1%
28.6%
1
19
11
15
2.2%
41.3%
23.9%
32.6%
4
13
9
14
10.0%
32.5%
22.5%
35.0%
4
22
22
29
5.2%
28.6%
28.6%
37.7%
0
11
16
20
0.0%
23.4%
34.0%
42.6%
1
35
41
55
0.8%
26.5%
31.1%
41.7%
6
5
9
7
22.2%
18.5%
33.3%
25.9%
1
9
20
13
2.3%
20.9%
46.5%
30.2%
1
11
14
38
1.6%
17.2%
21.9%
59.4%
2
25
43
25
2.1%
26.3%
45.3%
26.3%
2
19
18
22
Total
52
100.0%
21
100.0%
28
100.0%
46
100.0%
40
100.0%
77
100.0%
47
100.0%
132
100.0%
27
100.0%
43
100.0%
64
100.0%
95
100.0%
61
% within WorkSource Center
3.3%
31.1%
29.5%
36.1%
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
2.7%
2
3.1%
0
0.0%
1
2.2%
3
4.1%
34
3.5%
6
16.2%
12
18.8%
6
20.7%
14
30.4%
4
5.4%
240
24.4%
8
21.6%
17
26.6%
9
31.0%
13
28.3%
10
13.5%
293
29.8%
22
59.5%
33
51.6%
14
48.3%
18
39.1%
57
77.0%
416
42.3%
37
100.0%
64
100.0%
29
100.0%
46
100.0%
74
100.0%
983
100.0%
54
Appendix S: U.S. Military Service by Site
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
U.S. Military Service?
Yes
No
3
49
5.8%
94.2%
0
19
0.0%
100.0%
1
28
3.4%
96.6%
6
39
13.3%
86.7%
4
32
11.1%
88.9%
9
62
12.7%
87.3%
5
46
9.8%
90.2%
8
120
6.2%
93.8%
2
26
7.1%
92.9%
5
33
13.2%
86.8%
7
53
11.7%
88.3%
2
87
2.2%
97.8%
5
56
8.2%
91.8%
0
35
0.0%
100.0%
3
63
4.5%
95.5%
4
24
14.3%
85.7%
3
37
7.5%
92.5%
11
58
15.9%
84.1%
78
867
8.3%
91.7%
55
Total
52
100.0%
19
100.0%
29
100.0%
45
100.0%
36
100.0%
71
100.0%
51
100.0%
128
100.0%
28
100.0%
38
100.0%
60
100.0%
89
100.0%
61
100.0%
35
100.0%
66
100.0%
28
100.0%
40
100.0%
69
100.0%
945
100.0%
Appendix T: All Comments for “Are there any other comments you would like to make about
the center?” by Site
Canoga Park- West Hills
A Staff was rude to me. The manager was very responsive. A staff (XXXX) is excellent, 100% helpful.
Algunas veces no tienen suficiente informacion para buscar trabajos.
Black male worker is sarcastic to people. We are very stressed on not working. Nobody wants to be in this situation, unemployment
only puts food on the table.
Everyone was very helpful.
Excellent.
Happy it's here.
Just keep up the great work.
Make things like career counseling and workshops better known.
Need more access to the unemployment department then just computers or phones.
No
Overall the staff makes reasonable attempts to help its clients, but some are insensitive to the needs of those that use English as a
second language. Also few make an effort to control the noise problem created by other clients.
Que tienen buen servicio, el personal me ha asistido correctamente.
The center personnel are very concerned, helpful, and inspiring to communicate with.
The staff here is very knowledgeable which is very helpful. They are also very kind people who really care about the needs of
others.
This center is very helpful and understanding of the problems of unemployment.
This is a remarkable program, everything at your fingertips and for free! I am very pleased with the workshops, I have learned a lot.
The staff is magnificent, very helpful, knowledgeable, respectful, and nice!
Un poco mas de interes en mi caso.
Very helpful place!
Northeast Los Angeles
It would have been nice to be part of more services they have, but due to funding I wasn’t able to participate at this time.
Chatsworth- Northridge
Better to provide more computers for everyone.
Case managers are not helpful.
I am happy to see that there is help available to unemployed people.
It's very good.
Mr. XXXX is very helpful, cheerful and inspiration.
Need more computers.
No
None
Thank you for making me feel comfortable and welcomed.
Thankful for XXXX who is always very helpful and very informative.
This center is extremely useful resource center. I was able to learn a lot of information during orientation.
Truly the best help I have ever received.
56
Chinatown
Best work source out of 4 I have visited.
I have been to most of the centers and most are very lacking compared to yours- the only thing yours are missing (which goodwill
has) is a type writer, which I think you could really use because not all of us like going online for everything. You have excellent top
notch people here, lots of empathy for your clients and a real enthusiasm for your work.
N/A
Need more job listings, need more job referrals.
No
None
Restrooms need help.
They do a great job every day.
Very Good.
Downtown
Este centro me ayudo a saber donde empezar mi busqueda de trabajo.
Harbor
Because Mrs. XXXX is so kind and easy to speak to.
Es muy eficiente
Get rid of Job agencies/Temp agencies.
Great staff, very knowledgeable at answering questions.
Hoping that they will give us the opportunity to work.
I am very grateful for the Work Center for allowing me to finally work.
I love coming hare everyone is very nice and helpful. So thank you for all the Work source have done.
I think the staff here are great. You can tell that they care.
If when you call the counselor to give you a call back.
Instructor XXXX is very informative and helpful.
Job listing like before.
Just starting/informed about this center but I am happy it's available and believe it's very helpful and important.
Knowledgeable instructors. Professional environment. Ready service.
More Computers
No
None
Not all staff members are as patient as others.
Places like these are critical and necessary to those who are unemployed or are looking for a job.
thank you
Thank you for your assistance, excellent service.
The security guard & a female are always talking to each other, they don't even speak to you. I hear her helping some of the people
who use the computers but if she is not there is no one around to ask questions.
The staff at the Harbor Work Source offer quality service.
The staff here are nice and very professional.
Very good and helpful.
Very helpful, thankful it's here.
Very helpful.
Yes I like WorkSource.
57
Hollywood
Love this center.
More parking for people taking class
Metro North
A great resource.
Great service and great staff.
I love coming here!
La oficina muy organizada.
None
Thank you.
Thanks
Very helpful staff.
South Los Angeles
I like the fact that they work with you until you see results
It's been good for me.
Southeast Los Angeles- Crenshaw
Dedicate staff, have nothing but great things to say.
Everything is good, to my standards.
Great hands on help, be lost without it. Thank you
I’ve learned a great skill here to lead me in a exciting career with the opportunity to advance and gain great rewards.
Just be more polite and have better service to help our people.
More computers and clothes for interviews.
No
No Comment
None
Opportunities are here.
Que sigan hasiendo un buen trabajo. Gracias a WorkSource eh encontrado trabajo en el pasado, hoy me encuentro sin trabajo y de
regreso a buscar.
Thank you
Thank you.
There is one particular case worker that always seems to have an attitude for no reason. To the point I wanted to change her from
being my case worker. For the most part everyone el is nice and helpful.
This center has been really helpful. The staff is very optimistic, love them all.
This is a great place to come and look for work & career long jobs.
Very Good Job
Very help in everything that I need.
Very helpful and very professional.
yes they're very sincere.
58
Southeast Los Angeles- Watts
Staff was helpful.
The staff is very down to earth.
The staff is very helpful and willing to assist.
Sun Valley
Excellent, could use more computers.
Keep this center open so people can find jobs.
No
None
Todo es excelente, gracias.
Todo esta bien.
West Adams- Baldwin Hills
Fund the center with more money to keep door open.
I always tell people about this center.
More parking space.
More Staff.
No
None
Thanks
Thanks for being here.
The center has motivated me and I am optimistic that I will get a job through here.
The recruiter XXXX was very helpful and caring.
This center promises a lot but nothing is true.
Very Helpful.
Very resourceful center, they saved my life.
We need more of them.
Yes we need this center.
Westlake
Center is closed too often.
Create a business incubator that's free to entrepreneurs with Cors or LLC corporations, because the job market is tough and
employees and laid off people need to become self employed but with resources generated to entrepreneurs.
Great center, energetic, creative, good manners, good listeners.
Great Program.
I would recommend this center only if you are computer savvy. I think they should have more here to do with interviews of jobs they
have available.
It is well equipped, friendly and quiet.
No
None
Not at this time.
Super!!!
The employees are extremely helpful.
59
The receptionist is rude.
The staff is very helpful and polite.
This center is a great resource for the unemployed. Don't change it or close it.
Very Good.
Work Source Center is really helpful in every part of my employment, school, and event with my cert, thank you.
Yes, please keep this center open all the time.
*The following sites had no comments: Van Nuys, Housing Authority Portal, Marina Del Rey- Mar Vista, and Wilshire- Metro.
60