Access for All Customers: Universal Strategies for One-Stop Career Centers. The Institute Brief. Issue Number 26Report as inadecuate

Access for All Customers: Universal Strategies for One-Stop Career Centers. The Institute Brief. Issue Number 26 - Download this document for free, or read online. Document in PDF available to download.

Institute for Community Inclusion

One-Stop Career Centers serve a diverse range of customers. These include individuals with a variety of educational and work backgrounds, people from diverse racial, linguistic and ethnic cultures, as well as individuals with a wide range of disabilities and support needs. One way of addressing the needs of this diverse customer base is to develop services and systems that respond to the needs of each of these groups. However, this can be expensive and labor-intensive. A more effective way to serve this broad customer pool is to provide One-Stop services according to the principles of what is known as "universal design," using common strategies that benefit many groups--and that reinforce the concept of an inclusive setting that welcomes and celebrates diversity. To find a manageable approach to meet the needs of their many customers, One-Stop Career Centers can think universally about how they design their physical space, service delivery systems, and customer resources. For example, the barriers faced by people who cannot read are similar despite the cause (e.g. cognitive disability, illiteracy, or limited English proficiency). Therefore, the strategies to overcome this barrier and allow customers to benefit from One-Stop services will be similar. This proactive approach lessens the extent of service specialization that may be required to meet the needs of some audiences. When services are designed universally, they are more likely to benefit job seekers with a wide range of learning styles, languages, educational levels, intelligences, and abilities, allowing the One-Stop to meet customer needs in a more efficient fashion. [This publication is a product of the Massachusetts Medicaid Infrastructure and Comprehensive Employment Opportunities Grant (MI-CEO), a collaborative project of the Massachusetts Executive Office of Health and Human Services, the Center for Health Policy and Research at UMass Medical School, and the Institute for Community Inclusion at UMass Boston. This grant is funded by the Centers for Medicare and Medicaid Services. This publication was developed in collaboration with the Metro North Regional Employment Board's Customized Employment Project funded by the Office of Disability Employment Policy of the U.S. Department of Labor.]

Descriptors: Job Applicants, Delivery Systems, Career Centers, Assistive Technology, Access to Education

Institute for Community Inclusion. University of Massachusetts Boston, 100 Morrissey Boulevard, Boston, MA 02125. Tel: 617-287-4300; Fax: 617-287-4352; e-mail: ici[at]; Web site:

Author: Hoff, David; Varney, Elena; Enein-Donovan, Lara; Thomas, Cindy; Fesko, Sheila


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