This required course in the Workforce Development Professional Certificate Program explores the importance of quality customer service and incorporating human-centered design (HCD) principles in the publicly funded workforce development system. 

Topics will include:

• the meaning and personal vision of quality customer service
• the identity of the customers using the workforce system
• the customer service flow of America’s Job Centers of California (AJCC)
• the needs of job seekers, employers and partners in order to design and provide quality customer service
• human-centered design (HCD) principles and applying these principles in the creation of one-stop services