DISABILITY TRAINING FOR WORKFORCE DEVELOPMENT PROFESSIONALS
All employees in an organization whose mission, either in whole or in part, focuses on developing the skills of the workforce and helping
businesses develop and find qualified workers, is a Workforce Development Professional
Identifying competencies – the skills, knowledge, and abilities required to function as a professional within an integrated system – is to
insure that across Partner agencies all staff members have a baseline level of skills to guarantee that all customers receive reliable and
consistent services. This standard level of competency among all Partners brings the workforce development system closer to the goals of
Universal Access and Creating a Seamless System of Service Delivery as prescribed in the Workforce Investment Act.
Competencies should be used by individuals and institutions in the following ways:



To develop individual employee development plans;
To drive One-Stop Partner agency training content; and
To encourage individuals to seek out education and training opportunities to further develop their skills.
DRAFT
Competencies that apply to personnel within an organization should be appropriate for the role and function creating various levels of
related competencies, for example: customer service personnel, specialist, and administration. The following disability competencies were
developed under the advisement of a regional workgroup utilizing resources from the Northern Virginia Workforce Investment Board.1
PREREQUISITES
In order to demonstrate proficiency in most of the required competencies, Workforce Development Professionals must have the prerequisite set of workplace
competencies, foundation skills and personal qualities that are identified by the Secretary’s Commission on Achieving Necessary Skills (SCANS). It is expected that a
Workforce Development Professional perform all the SCANS Competencies and Foundation Skills at a proficient level. SCANS skills that are core to the
competencies identified for a Workforce Development Professional are: oral and written communication skills, listening skills, problem-solving skills, negotiation skills,
critical thinking skills, and teamwork skills.
1
Thirteen Areas of Competency for Workforce Development Professionals, Northern Virginia Workforce investment Board.
Pg. 1 of 11
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Training Plan for One-Stop Partner Staff
COMPETENCY
(what an individual knows and can
do)
1. WIA and ADA. Understands the
WIA regulations concerning universal
access and outreach to individuals with
disabilities. Understands the Americans
with Disabilities Act and the
relationship to WIA in public
accomodations and service delivery.
Has basic knowledge of the disability
movement. Interpret and articulate
basic employment laws.
Learning Objective
(a key aspect of the competency to be
demonstrated)
1.1 Explains the relationship between the
American With Disabilities Act of 1990
and the Workforce Investment Act of
1999 and the implications for program
and service delivery.
Curriculum and Training Resources
Employment Development
Department/Capacity Building Unit:
 WIA Overview
Department of Rehabilitation/Disability Access
Section
 Employment Law for Californians with
Disabilities
DRAFT
1.2 Describe the disability movement in
relation to diversity.
1.3 Compare and contrast the Federal
Americans with Disabilities Act (ADA)
and California's Fair Employment and
Housing Act (FEHA).
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National Center on Workforce and
Disability/Adult:
 Employment and the Americans with
Disabilities Act
Community Resources for Independence, Inc.:
 Disability Overview and History
Department of Rehabilitation/Disability Access
Section:
 Access to Employment, Programs, and
Services
 Employment Services and Disabilities
Employment Law,
 Employment Law for Californians with
Disabilities
2. One-Stop Partners and
Operations.
Recognizes elements that create a
welcoming environment for people
with disabilities. Understands universal
design and universal access as applied
to programs and services that are
available to all people regardless of
abilities or disabilities. Identify
resources to increase facility, program
and service accessibility. Has
knowledge of and can articulate
information about One-stop partners
and community resources that can
further support people with disabilities.
2.1 Understand how myths,
misperceptions and attitudes can be
barriers to the service delivery system
for people with disabilities.
2.2 Understands the basic principles of
program access for customers with
disabilities
2.3 Develop strategies that promote equal
access for customers with disabilities.
2.4 Locate resources for the provision of
reasonable
accomodations/modifications.
2.5 Articulates mission, goals, strengths
and limits of partner services and
other community resources.
2.6 Understands eligibility criteria and
referral procedures for community
resources.
Department of Rehabilitation/Disability Access
Section:
 Access to Employment, Programs, and
Services
 Program Access for Customers with
Disabilities
L.A. Employability Partnership/Legacy:
 Module 1: Worksource Accessibility
Strategies
National Center on Workforce and
Disability/Adult:
 Creating Universal Accessibility for People
with Disabilities
DRAFT
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Southeast Disability and Business Technical
Assistance Center:
 At Your Service: Welcoming Customers
with Disabilities (web-based course)
3. Disability Culture and Customer 3.1 Can articulate the various types of
disability and general
Service
Has knowledge of specific types of
barriers/accommodations for each.
disability, accomodations and
3.2. Can interpret signals and cues from
implications for service delivery. Is
people with disabilities that may assist
able to interact and communicate with
with assessing customer service needs.
diverse populations. Utilizes
3.3 Applies appropriate disability etiquette
listening and inquiry skills with
and communication in customer service.
customers. Builds rapport with
customers through respectful,
sensitive interactions.
Department of Rehabilitation/Disability
Access Section:
 Disability Awareness
L.A. Employability Partnership/Legacy:
 Module 1: WorkSource Accessibility
Strategies
National Center on Workforce and
Disability/Adult:
 Disability Awareness and Etiquette
Governor's Committee/Windmills:
 Module 1: Empathy
 Module 2: The Story
 Module 7: Pick A Disability
 Module 8: Ask it Basket
 Module 9: Encounter
DRAFT
3.4 Discuss the myths and misperceptions
about specific types of disabilities.
3.5 Distinguish real versus perceived
obstacles to employment.
3.6 How a specific disability may impact a
person's life and ability to work.
3.7 Service Provider Issues - etiquette, legal
disclosure, assessment, employment
strategies.
3.8 Match or adapt appropriate resources
and services to the unique needs of
customers.
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Pg. 4 of 11
World Institute on Disability:
 Disability Culture and Customer Service
L.A. Employability Partnership/Legacy:
 Module 1: WorkSource Accessibility
Strategies
 Modules 2 - 8: Disability Specific
 Live Training - to be determined
Governor's Committee/Windmills:
 Module 10: Whose Fault
 Module 11: Reasonable Accommodation
Department of Rehabilitation/Disability
Access Section:
 Access to Employment, Programs, and
Services
 Program Access for Customers with
Disabilities
National Center on Workforce and
Disability/Adult:
 Creating Universal Accessibility for
People with Disabilities
Employment Development
Department/Capacity Building Unit:
 Working with WIA Special Client
Populations
DRAFT
3.9
Use customer satisfaction data to
enhance customer service (CQI)
3.10 Elicit and interpret customer
satisfaction data.
Robbin & Associates:
 How to Assess for Hidden Assets and
Barriers to Employment!
 How to Motivate People with Disabilities
Toward Employment!
Employment Development
Department/Capacity Building Unit:
 That's Not My Job! (Customer Service)
Southeast Disability and Business Technical
Assistance Center:
 At Your Service: Welcoming Customers
with Disabilities (web-based course)
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4. Advocacy
Understands the role of advocacy in
disability employment. Acts as an
advocate and promotes self-advocacy
in job seekers with disabilities.
4.1 Understands the role of workforce
development professionals as advocates
for people with disabilities.
4.2 Identifies how workforce development
professionals can encourage selfadvocacy skills in the job seeker.
5. Assistive Devices and Technology 5.1 Identifies resources for assistive
Understands and can demonstrate use
technology.
of basic computer technology used in 5.2 Explains software available for people
workforce development and adaptive
with disabilities and demonstrates use.
equipment available in the One-Stop
5.3 Resolve barrier issues and provide
centers. Able to demonstrate
accomodations for people with
proficiency or understanding of
disabilities.
various computer software
applications. Has knowledge of
accomodations and resources for
assistive technology.
Panel Presentations/Brown Bag Discussions
with local resources: Marin Center for
Independent Living, Pride Industries,
Community Resources for Independence,
Dreamcatchers, World Institute on Disability,
Anthony Tusler
Milt Wright & Assoc./Denise Bissonette:
 Cultivating True Livelihood - Knowing
Thyself, Personal Power
National Center on Accessible Information
Technology in Education (AccessIT) customized training
DRAFT
National Center on Workforce and
Disability/Adult:
 Assistive Technology and Reasonable
Accomodations in Employment
Community Resources for Independence, Inc.:
 Job Accommodation: Implementing the
Latest in Assistive Technology
Access Ingenuity - can develop custom
training.
L.A. Employability Partnership/Legacy:
Modules 2 - 8: Disability Specific
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6. Supportive Employment Services 6.1 Identifies the individual's strengths and
Understands the various types of
employment barriers in developing an
supportive employment services. Has
employment plan.
knowledge of community resources
6.2 Identifies community and on-line
that provide supportive employment
resources and provides customer options
services. Understands the factors that
to support the achievement of
affect job retention. Is able to identify
employment goals.
actions that address potential barriers 6.3 Make appropriate referrals to Partners
to long-term employment.
and other agencies.
6.4 Understand how disability benefits are
affected by employment, and basic
understanding of Social Security "work
Incentives" to complement employment
plan.
L.A. Employability Partnership/Legacy:
 Modules 2 - 8: Disability Specific
Robbin & Associates:
 How to Assess For Hidden Assets and
Barriers to Employment
Staff in-service training with guest speakers,
Panel workshops convene with local
resources, Brown Bag Series with rotating
guest speakers. Obtain or develop local
resource manual.
National Center on Workforce and
Disability/Adult:
 Social Security Benefits and Disability
DRAFT
6.5 Teach customers how to effectively
market themselves to potential
employers.
6.6 Understands basic concepts of
customized employment strategies: job
carving, self-employment, individual
training accounts, mentoring, job
coaching, personal assistant.
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Pg. 7 of 11
Community Resources for Independence, Inc.:
 "Back to Work" - Understanding the
Current Changes in Work Incentive
Regulations
 Benefits Planning and Work Incentives
World Institute on Disability:
 Disability Culture and Customer Service
Milt Wright & Associates/Denise Bissonette:
 Cultivating True Livelihood - Knowing
Thyself, Personal Power, Contacting
Employers
National Center on Workforce and
Disability/Adult:
 Job Creation and Job Carving for People
with Disabilities
 Customized Employment: Individualized,
6.7 Examine the concept and application of
job creation and job carving as a strategy
for employment.
6.8 Understand how job carving can lead to
long-term benefits for employees and
employers.
Creative Approaches to Employment
Support
L.A. Employability Partnership/Legacy:
 Modules 2 - 8: Disability Specific
RRTC on Workplace Supports (VCU):
 Supported Employment - Web-Based
Certificate Series
Mindy Oppenheim/The Seed:
 Small Business Development for People
with Disabilities
Robbin & Associates:
 Radar Approach to Job Retention
 You're the Glue - The Job Developer's
Guide to Job Retention!
DRAFT
6.9
6.9
7. Job Development and Employer
Services
Understands the human resource and
business needs of the employer. Has
ability to match employer needs and
business environment with job seeker
capabilities.
Is able to assist employers to identify
necessary accomodations and
Kawahara & Associates
Sonoma County Job Link
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Understand and articulate factors that
affect job retention.
Identify appropriate job retention
strategies.
7.1 Conducts an assessment of the
employer's work environment.
7.2 Understand and articulate employers’
expectations/needs.
7.3 Skilled in matching the needs of job
seeker with those of the employer.
7.4 Demonstrates broker/negotiation skills
with employers
7.5 Identifies barriers in the workplace,
needs for accommodations and
Pg. 8 of 11
Milt Wright & Associates:
 Getting Down to Brass TASKS: Creating
New Placement and Job Retention
Opportunities
 30 Ways to Shine As a New EmployeeInnovative Job Retention Strategies
Department of Rehabilitation/Disability
Access Section:
 Employment Services and Disability
Employment Law
National Center on Workforce and
Disability/Adult:
 Building Effective Employer
Relationships
 Best Practices in Job Development for
resources for employees with
disabilities. Develops training plans
that address the employer's needs and
enhances the employee's job
performance.
resources for those accomodations.
People with Disabilities
 Job Development and Placement
Strategies for Customers with Disabilities
L.A. Employability Partnership/Legacy
 Modules 2 - 8: Disability Specific
Mindy Oppenheim/The Seed:
 Sales, Marketing, and Communication
Skills for Job Developers
 Job Developer as an Organizational
Change Consultant
DRAFT
RRTC on Workplace Supports (VCU):
 Supported Employment - Web-Based
Certificate Series

Robbin & Associates:
 Are You Talking Like Business Think?
Don't Take No For an Answer!
Milt Wright & Associates:
 Creating Job Opportunities in a
Challenged Economy
 Beyond Traditional Job Development
 Creative Avenues for Job Creation
 Developing Business Services
 Getting Down to Brass TASKS: Creating
New Placement and Job Retention
Opportunities
 Developing the New Employee: Retaining
and Enhancing a Diverse Workforce
 Changing the Job Placement Culture to a
"Team Sharing" Process
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Pg. 9 of 11
Access Ingenuity - can customize training for
items 7.1 and 7.5
7.6 Assist employers with identification of
training needs.
7.7 Work with employers to identify
training resources.
Possible panelists: Business Leadership
Network, Governor's Committee,
Employment Development Department,
Department of Rehabilitation, local vendors.
Mindy Oppenheim/The Seed:
 Job Developer as an Organizational
Change Consultant
Milt Wright & Associates:
 Implementing a Business Services
Program
DRAFT
Kawahara & Associates
Sonoma County Job Link
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Pg. 10 of 11
Training Plan for Workforce Investment Board Members and Youth Council Members
COMPETENCY
(what an individual knows and can do)
1. WIA and ADA.
Understands the Americans with
Disabilities Act and the relationship to
WIA in public accomodations and service
delivery. Interpret and articulate basic
employment laws. Understands universal
design and universal access as applied to
programs and services that are available to
all people regardless of abilities or
disabilities.
Learning Objective
(a key aspect of the competency to be
demonstrated)
1.1 Explains the relationship between the
American With Disabilities Act of
1990 and the Workforce Investment
Act of 1999 and the implications for
program and service delivery.
1.2 Participates in discussions that support
universal design for the workforce
delivery system.
Curriculum and Training Resources
Employment Development
Department/Capacity Building Unit:
 WIA Overview
Department of Rehabilitation/Disability Access
Section:
 Employment Law for Californians with
Disabilities
DRAFT
2. Disability Culture
Has awareness of specific types of
disability and implications for policy and
service delivery. Has basic knowledge of
the disability movement and disability
employment facts.
Kawahara & Associates
Sonoma County Job Link
Project Inclusion 9/03
2.1 Gain a better understanding of how
attitudes towards persons with
disabilities can impede the job search
and job placement process.
2.2 Understand how myths,
misperceptions and attitudes can be
barriers to the service delivery system
for people with disabilities.
2.3 Local statistics on people with
disabilities - e.g. number of people
with specific types of disabilities,
number of people on SSI and SSDI,
number of people with disabilities
who are unemployed.
Pg. 11 of 11
National Center on Workforce and
Disability/Adult:
 Employment and the Americans with
Disabilities Act
Governor's Committee/Windmills
 Module 1: Empathy
 Module 2: The Story
 Module 7: Pick A Disability
 Module 8: Ask it Basket
 Module 9: Encounter
Community Resources for Independence:
 Disability Overview and History
Panel of local expertise: World Institute on
Disability, Social Security, Department of
Rehabilitation, Goodwill Industries, Becoming
Independent, Redwood Empire Industries, North
Bay Regional Center, Community Resources for
Independence, Marin CIL
3.1 Participates in a discussion on the
3. Application of Disability Policy and
access issues relevant to people with
Services
Has understanding of how disability policy
disabilities and the workforce
and universal access apply to the workforce
development system.
development system. Has some knowledge 3.2 Participates in policy discussions
of community resources and partnership
relevant to improving workforce
opportunities. Is able to base policy
development services for people with
decisions on basic knowledge and
disabilities.
awareness of employment issues facing
3.3 Can identify resources in the
people with disabilities.
community for people with
disabilities.
National Center on Workforce and
Disability/Adult:
 Management of Workforce Development
Programs to Meet Diverse Needs
 From Practice to Policy: Developing and
Implementing Policies to Meet Needs of
Diverse Populations
Reports from Universal Access Workgroup,
Youth Consumer Panel, Steering Committees
DRAFT
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