Practitioners’ guides on employment service centres Operating employment service centres Volume 2 Practitioners’ guides on employment service centres Operating employment service centres (Volume 2) Donna C. Koeltz and Carmela I. Torres Copyright © International Labour Organization 2016 First published 2016 Publications of the International Labour Office enjoy copyright under Protocol 2 of the Uni- versal Copyright Convention. Nevertheless, short excerpts from them may be reproduced without authorization, on condition that the source is indicated. For rights of reproduction or translation, application should be made to ILO Publications (Rights and Licensing), Inter- national Labour Office, CH-1211 Geneva 22, Switzerland, or by email: [email protected]. The International Labour Office welcomes such applications. Libraries, institutions and other users registered with a reproduction rights organization may make copies in accordance with the licences issued to them for this purpose. Visit www.ifrro. org to find the reproduction rights organization in your country. Practitioners’ guides on employment service centres: operating employment service centres (Volume 2) / International Labour Organization. – Bangkok: ILO, 2016 ISBN: 9789221308904; 9789221308911 (web pdf) International Labour Organization employment service / training of trainers 13.02.4 ILO Cataloguing in Publication Data The designations employed in ILO publications, which are in conformity with United Nations practice, and the presentation of material therein do not imply the expression of any opinion whatsoever on the part of the International Labour Office concerning the legal status of any country, area or territory or of its authorities, or concerning the delimitation of its frontiers. The responsibility for opinions expressed in signed articles, studies and other contributions rests solely with their authors, and publication does not constitute an endorsement by the International Labour Office of the opinions expressed in them. Reference to names of firms and commercial products and processes does not imply their endorsement by the International Labour Office, and any failure to mention a particular firm, commercial product or process is not a sign of disapproval. ILO publications and digital products can be obtained through major booksellers and digital distribution platforms, or ordered directly from [email protected]. For more infor- mation, visit our website: www.ilo.org/publns or contact [email protected]. Cover © National Employment Agency, Cambodia Printed in Thailand Public employment services » Preface Public employment services (PES) have been recognized in the mandate of the ILO since its creation. The ILO Convention on Unemployment, 1919 (No. 2) recognized the role of employment services and promoted the establishment of national employment services in all member States. The role of public employment services was fully elaborated at the international level with the adoption of the ILO Employment Service Convention, 1948 (No. 88). Both jobseekers and employers are customers of employment services, both public and private, and most national employment services are guided by an advisory body that reinforces the principles of social dialogue between government, employers, and workers. The Practitioners’ guides on employment service centres (hereafter referred to as “the Guides”) are designed to assist member States, including within Asia and the Pacific, to improve labour market efficiency and participation, reduce unemployment, and enhance linkages and information flows between jobseekers and employers. This is consistent with the core elements of the ILO’s Decent Work Agenda, which emphasizes the creation of productive employment and skills development to increase the employability of workers, the competitiveness of enterprises, and the inclusiveness of growth. The Guides draw upon content originally published in the Facilitator’s training guide on employment services (2015), by the Employment Policy Department, with the iii » Operating employment service centres current Guides focusing more specifically on the practical operations of employment service centres and the delivery of employer and counselling services. The Guides also reflect the authors’ professional experiences and international good practices of public employment services (PES) worldwide. The Guides are a collection of resource manuals on public employment services delivery. There are four volumes in this collection. Training of trainers on operations, counselling, and employer services (Volume 1) is a companion to the three other procedural manuals on employment services: Operating employment service centres (Volume 2); Providing effective counselling services (Volume 3); and Providing effective employer services (Volume 4). It is hoped that the Guides will assist member States to enhance their employment services, a core component in the promotion of decent and productive work opportunities for women and men. Tomoko Nishimoto Assistant Director-General and Regional Director Regional Office for Asia and the Pacific iv Public employment services » Table of contents Preface......................................................................................................................iii Acknowledgments by the authors..............................................................................vii Abbreviations and acronyms.....................................................................................ix Introduction...............................................................................................................1 1. Public employment services: mandate and core services.....................................3 1.1 Labour market information................................................................................5 2. The delivery framework for public employment services.......................................9 2.1 Layout of the employment service centre.....................................................11 3. Organizational structure of an employment services centre................................15 4. Job descriptions to support the organization plan...............................................17 4.1 Manager........................................................................................................17 4.2 Employment officer.......................................................................................19 4.3 Initial intake officer........................................................................................21 5. Performance management...................................................................................23 6. Labour market information...................................................................................29 6.1 What is labour market information................................................................29 6.2 Users and uses of labour market information...............................................30 6.3 The role of employment service centres.......................................................35 6.4 Sources of labour market information............................................................35 7. Documentation.....................................................................................................37 v » Operating employment service centres 7.1 Jobseeker registration form..........................................................................38 7.2 Special category codes for jobseekers........................................................43 7.3 Job vacancy details......................................................................................44 7.4 Employer directory........................................................................................46 7.5 Employer directory........................................................................................47 8. Employment service centre activity reporting......................................................51 8.1 Monthly Activity Report.................................................................................53 8.2 Format for completing the Quarterly Narrative Report................................55 8.3 Cumulative Activity Report............................................................................56 Annexes..................................................................................................................57 List of figures Figure 1. Provisions of core services in public employment services........................4 Figure 2. Delivery framework utilized by public employment services throughout the world..................................................................................9 Figure 3. Depiction of the desired floor plan for an employment service centre office.................................................................................12 Figure 4. Recommended organization plan.............................................................15 Figure 5. Performance measurement framework....................................................24 Figure 6. Typical users of LMI.................................................................................31 List of boxes Box 1. Details on performance measures................................................................26 vi Public employment services » Acknowledgements by the authors The Practitioners’ guides on employment service centres is authored by Donna C. Koeltz, formerly Senior Specialist on Employment Services in the ILO