ServiceLink is a web-based One-Stop client management application that allows case managers to track their caseload and report information required under WIA, Welfare to Work, NAFTA-TAA and other federal programs. ServiceLink provides a standardized process for following participants through the workforce development system network. It eases the load for case managers by providing a tool with which they can manage and monitor caseloads, assess employment barriers, establish training and employment plans, search for service providers and WIA certified training providers and programs, and track job placements. This information is then used to generate the required reports for these federal programs.

ServiceLink utilizes several areas to provide a higher level of customer service through its case management tools. These areas are as follows:

1. Customer Service and Case Management
   • Create cases and case notes
   • Assign and/or reassign cases and manage caseloads
2. Intake
   • Register the jobseeker
   • Capture demographic information
   • Determine program eligibility (both high level and program-specific)
   • Identify the registrant's programs and outcomes
3. Assessment
   • Capture education, work history, goals and interests
   • Identify needs and barriers to employment
   • Create an employment plan
4. Jobseeker Management
   • Create service and training plans to meet identified needs and/or reduce identified barriers
   • Search and select service and training providers
   • Record service and training completion and their outcomes
   • Track expenditures on services and training
5. Ongoing Job Search Assistance
   • Capture job orders
   • Search resumes for job order matches
   • Conduct skill gap analyses to match skills
   • Contact jobseekers with matching job orders
   • Search and display job orders matching search criteria
   • Contact potential employers
   • Maintain an employment record
   • View, format and print an on-line resume
6. Placement and retention
   • Record placements into employment
   • Capture wage record information
   • Track job retention
7. Reporting
   • Create required Federal WIA reports
   • Create management and caseload reports

Future enhancements to Service Link will include a full spectrum of labor exchange tools needed to effectively manage workforce development activities and meet the needs of employers, job seekers and service providers. Service Link will provide application-driven reporting for the new federally mandated ETA 9002 and VETS 200.

Additional information on ServiceLink may be obtained by calling America's Job Link Alliance at (800) 255-2458.