Data-Driven Service: Using Reports to Enhance Customer Interactions

July 30, 2024
Register by July 30, 2024

Webinar Details

Workforce IT Support Center's "Building Data Literacy for All" is a customized learning opportunity focused on data literacy and the critical role it plays in improving programs and services for customers. This three-part webinar series, designed for Frontline Staff continues on Tuesday, July 30, 2024 (2:00 - 2:45 p.m. ET) with the third and final session, Data-Driven Service: Using Reports to Enhance Customer Interactions.

During this three-part webinar series, attendees will emerge with a better understanding of:

  • The critical role of data in data-based decision-making
  • Typically available datasets and reports
  • How to apply available datasets and reports


In this webinar, learners will better understand how to apply available datasets and reports.

Attendees will learn about the use of logical models to interpret and apply available reports will be presented. Presenters Cynthia Forland, Ph.D. and Scott Wheeler will also demonstrate ways to use the available reports to improve processes and outcomes. They will also walk through examples of how to apply the reports to better serve customers.


Cynthia Forland, Ph.D. Headshot


Dr. Cynthia Forland, a workforce development and labor market expert, brings vast expertise in policy and analysis from her consultancy and senior management roles as the Washington State Employment Security Department. She has a Ph.D. in political philosophy from the New School for Social Research.




Scott Wheeler Headshot


Mr. Scott Wheeler, a workforce development expert, leverages a decade of leadership at the Washington State Employment Security Department and five years of consultancy. He has a Master’s of Public Administration from Evergreen State College.


This webinar series is focused toward frontline workers who are responsible for collecting data directly from customers. Participants may interact with individual claimants, jobseekers and employers through the Workforce Innovation and Opportunity Act (WIOA), Unemployment Insurance (UI) or other workforce development programs and services.


For questions regarding this webinar series, contact witsc@naswa.org.

The deadline to register for this webinar is July 30, or earlier if capacity is reached.

NASWA Workforce ITSC offers a range of services to support all workforce system partners, NASWA Members and Government Partners, as they work collaboratively to meet current and future customer needs. Learn more about Workforce ITSC: www.naswa.org/witsc