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Wednesday, September 23
3:45 pm - 5:00 pm

Concurrent Breakout Session: Facing Forward - Virtual Service Delivery

Breakout Room 3


Session Recording

The unknowable duration and impact of the pandemic combined with an already rapid acceleration of virtual service delivery both in the private and public sectors clearly indicate that virtual service delivery and remote work will be either permanent or significantly transformational. Overnight, COVID-19 has also made virtual service delivery a key component of state workforce agencies' response. How have state workforce agencies responded to the crisis? What tools are available and how do they connect to current systems? What will the impact be on staffing levels and skills needed to serve customers? How will business processes need to be adjusted? Join us for a workshop on virtual service delivery where we will discuss the issues surrounding the practice and hear from panelists on key items to consider when addressing the new normal. 


William Dowling, Director, Division of Employment and Training, Colorado Department of Labor & Employment 


Courtney Arbour, Director, Division of Workforce, Texas Workforce Commission

Doug Robinson, Executive Director, National Association of State Chief Information Officers (NASCIO)

Alice Sweeney, Director, MassHire Department of Career Services