1.0	Outreach and Intake Does the One-Stop actively recruit participation from all groups of potential customers, and offer assistance during intake, effectively meeting the support and privacy needs of each One-Stop customer?
2.0	Physical Access Are the interior and exterior entryways and public areas of the One-Stop logically arranged, clearly labeled, free from barriers, and contain furniture and fixtures usable by all customers?
3.0	Service Delivery Does each customer have the opportunity to work collaboratively with the One-Stop staff and partners, in the design and delivery of education, services, and supports, resulting in meaningful and substantive employment?
4.0	Youth Does the local workforce area Youth Council develop and maintain collaborative relationships, involving the broadest variety of youth toward preferred outcomes in employment and postsecondary education with necessary supports?
5.0	Technology Are all customers provided ready access to One-Stop telecommunications, workstation and informational technologies through staff assistance, modifications and assistive devices?

1.0 Outreach and Intake Question: Does the One-Stop actively recruit participation from all groups of potential customers, and offer assistance during intake, effectively meeting the support and privacy needs of each One-Stop customer?
Follow-up Indicators:		Rate 1-5	Change Desired?
1.1 Staff Knowledge
1.1.1 Staff Knowledge	Staff demonstrates knowledge on how to help all customers feel welcome through listening and accommodation.
1.1.2 Staff Knowledge	Staff is aware of, and practices procedures to offer and respond to requests for accommodations and modifications.
1.2 Partners
1.2.1 Partners	Written releases are obtained from customers before personal information is shared with other agencies.
1.2.2 Partners	A common process exists for intake between partners, resulting in a seamless referral of customers for services.
1.3 Intake
1.3.1 Intake	All potential customers are offered disability accommodation assistance without regard to perceived disabilities.
1.3.2 Intake	Questions to a customer to obtain personal information occur in private, where each customer is informed that the information they share will be kept confidential.
1.3.3 Intake	Customers have multiple opportunities to request an accommodation during the intake process.
1.3.4 Intake	Customers are presented with their rights to nondiscrimination in an accessible and understandable format.
1.4 Outreach
1.4.1 Outreach	Specific outreach activities attract a diverse group of customers, including customers with significant disabilities.
1.4.2 Outreach	Marketing materials include positive representations of a diverse group of customers who receive One-Stop services, including individuals with disabilities, and are available in a variety of accessible formats.
1.4.3 Outreach	Information is collected and reviewed about the number of and demographic characteristics (including disability status) of customers who participate in the One-Stop as a result of outreach activities.
1.4.4 Outreach	Information is presented to employers regarding advantages and strategies for hiring a diverse workforce, inclusive of individuals with disabilities.
2.0 Physical Access Question: Are the interior and exterior entryways and public areas of the One-Stop logically arranged, clearly labeled, free from barriers, and contain furniture and fixtures usable by all customers?
Follow-up Indicators:		Rate 1-5	Change Desired?
2.1 Exterior
2.1.1 Exterior	The sidewalk or path leading to the entrance is at least 3 feet wide, is free of protruding objects, does not require the use of steps and is slip resistant.
2.1.2 Exterior	Ramps leading to the entrance are at least 3 feet wide, include railings on both sides, have level landings, and a gentle slope.
2.1.3 Exterior	The parking lot includes an adequate number of clearly marked, accessible parking spaces with adjacent areas for lifts, with ongoing enforcement procedures in place.
2.1.4 Exterior	In communities where mass transit is available, the One-Stop is located near transit stops along frequently traveled transit lines (e.g., bus stops, subway stations).
2.2 Entry
2.2.1 Entry	Powered exterior doors open wide, are operable with a closed fist, with clear wall space on the latch side of door.
2.2.2 Entry	The well-lit entryway has a level threshold, with low pile, fastened doormats/carpeting and provides direct access to the main floor, lobby and elevator.
2.3 Interior
2.3.1 Interior	There are ramps and elevators to all levels that can be utilized without assistance, by all customers.
2.3.2 Interior	Doors open wide with a closed fist and without too much force, with clear wall space on latch side of door and a level threshold.
2.3.3 Interior	Desks and other furniture are positioned at least 3 feet apart, have enough clearance for mobility devices (e.g., wheelchairs), and can accommodate a variety of customers.
2.3.4 Interior	Restroom sinks, toilets, urinals and other fixtures are positioned and located to allow access for all customers and types of mobility devices.
2.3.5 Interior	All interior routes are at least 36” wide, clear of obstructions, well lit, and covered with either bare flooring or low-pile carpeting.
2.3.6 Interior	Drinking fountains, elevators, telephones and other fixtures with controls are positioned and designed so that all customers can access each fixture.
2.3.7 Interior	Stairs between floors have continuous railings on both sides with extensions beyond the top and bottom of stairs, and reflective non-slip treads.
2.4 Signage
2.4.1 Interior	Signs for rooms and devices include contrast, raised letters, Braille and international symbols.
2.4.2 Interior	Signs are posted that graphically, and through touch, direct the customer to work stations, restrooms and One-Stop assistance.
3.0 Service Delivery Question: Does each customer have the opportunity to work collaboratively with the One-Stop staff and partners, in the design and delivery of education, services, and supports, resulting in meaningful and substantive employment?
Follow-up Indicators:		Rate 1-5	Change Desired?
3.1 Staff Knowledge
3.1.1 Staff Knowledge	Front line staff demonstrates an awareness of effective strategies (including counseling, employment and placement) that support employment outcomes for customers with disabilities.
3.1.2 Staff Knowledge	Front line staff demonstrates an understanding of accommodations and supports, promoting equal access and participation in One-Stop activities for all customers.
3.1.3 Staff Knowledge	Front line staff regularly participates in professional development opportunities (e.g., conferences, workshops and technical materials) that further equal access for One-Stop customers.
3.1.4 Staff Knowledge	Front line staff understands how to maintain confidential information about customers, including the information about disability-related issues.
3.1.5 Staff Knowledge	Front line staff is aware of procedures to obtain assistive devices through various funding sources (e.g., Vocational Rehabilitation, Medicaid, Social Security work incentives).
3.2 Partners
3.2.1 Partners	Customers are given the opportunity to choose from a variety of qualified providers of employment services.
3.2.2 Partners	Employers demonstrate understanding about the limits of inquiry regarding the disability status of an employee or potential employee under the Americans with Disabilities Act.
3.2.3 Partners	Employers demonstrate understanding about effective accommodations for a variety of disabilities.
3.2.4 Partners	All One-Stop programs and services have been intentionally designed to be adapted to accommodate a wide range of customers, including customers with disabilities.
3.2.5 Partners	Public and private sector resources are combined through collaborative agreements to support the full participation of a diverse group of customers in One-Stop activities.
3.3 Customer Direction
3.3.1 Customer Direction	Directions are present, in a variety of formats, for customers who wish to access computer workstations or other One-Stop self-directed resources, outside of the formal intake/referral process.
3.3.2 Customer Direction	All customers, with and without disabilities, have the opportunity to be the primary influence on the design, implementation and review of their plans for service delivery.
3.3.3 Customer Direction	Alternative formats (e.g., Braille, audio tapes, large print) of materials used for programmatic and survey purposes are available in a timely manner per customer request and contain the same information across formats.
3.3.4 Customer Direction	Private meeting space is always available and routinely offered to all customers to discuss confidential or disability-specific issues.
3.4 Policy Issues
3.4.1 Policy Issues	The One-Stop annual policy review contains a written accessibility plan, developed by a formally established work group of One-Stop staff, partners, and customers who have disabilities.
3.4.2 Policy Issues	Written policy regarding access to information about One-Stop customers, with personnel identified to supervise the implementation of the policy, is available to all customers, including customers with disabilities.
3.5 One-Stop Practices
3.5.1 One-Stop Practices	All customers, including customers with disabilities, have access to the full range of core, intensive, and educational services provided by the One-Stop, and not just through disability-specific partners.
3.5.2 One-Stop Practices	One-Stop center staff has knowledge of resources about technology and accommodations that exist to support the fullest participation of One-Stop customers with disabilities.
3.5.3 One-Stop Practices	All customers are informed verbally and in writing that personal information, including information about disabilities, will be kept confidential.
3.5.4 One-Stop Practices	All customers are informed verbally and in writing about the issues and implications of self-disclosure regarding one's disability to employers and potential employers.
3.5.5 One-Stop Practices	Customers are provided with their legal rights and a description of procedures for measuring customer participation in One-Stop activities and programs.
4.0 Youth Question: Does the local workforce area Youth Council develop and maintain collaborative relationships, involving the broadest variety of youth toward preferred outcomes in employment and postsecondary education with necessary supports?
Follow-up Indicators:		Rate 1-5	Change Desired?
4.1 Outreach
4.1.1 Outreach	Many different school and agency agreements exist to recruit the largest number and widest variety of eligible youth.
4.1.2 Outreach	Assistance in completing application packets is offered through various means to all potential youth participants and referring schools and agencies.
4.2 Partnerships
4.2.1 Partnerships	Many different providers are recruited through carefully planned promotional, training, and technical assistance activities.
4.2.2 Partnerships	School districts maintain close formal and informal relationships with the Youth Council to collaborate and share information about students, activities, outcomes, and future directions.
4.2.3 Partnerships	Formal and informal relationships are maintained with a variety of postsecondary educational institutions to support the participation and enrollment of a wide range of youth.
4.2.4 Partnerships	Students who wish to enroll in GED programs receive guidance, referrals, accommodations, and support toward successful placement and participation.
4.2.5 Partnerships	Activity with employers and business leaders intentionally promote the employment of youth with a wide array of support needs.
4.3 Procedures
4.3.1 Procedures	Youth with disabilities actively participate as members of the Youth Council in discussion and decision-making.
4.3.2 Procedures	The process for awarding Youth Council service contracts requires the inclusion of a broad array of youth, including youth with disabilities and youth with significant needs for support.
4.3.3 Procedures	A process for coordination exists between youth programs and has been established so that students who are not successful in one program may switch to another.
4.3.4 Procedures	The Youth Council blends multiple funding streams (WIA, Vocational Rehabilitation, SSA, TANF), to meet the aspirations and support needs of the broadest variety of youth.
4.3.5 Procedures	Methods of program evaluation measure the impact of programs on youth with specific disadvantages, including youth with disabilities.
4.3.6 Procedures	All youth who participate in work-based learning activities receive individualized support on the job site, to further their attainment of skills, building on the natural supports within each workplace.
5.0 Technology Question: Are all customers provided ready access to One-Stop telecommunications, workstation and informational technologies through staff assistance, modifications and assistive devices?
Follow-up Indicators:		Rate 1-5	Change Desired?
5.1 Adaptive Equipment
5.1.1 Adaptive Equipment	One-Stop partners work with customers in identifying and securing assistive devices, supported by various funding sources (e.g., Vocational Rehabilitation, Medicaid, Social Security work incentives).
5.1.2 Adaptive Equipment	Videotapes, DVDs and broadcast media are adapted for individual customers who need closed captioning, magnification, amplification, and personal listening devices.
5.1.3 Adaptive Equipment	Customers have access to telephones with large buttons, adjustable volume and hands-free operation.
5.1.4 Adaptive Equipment	Customers can call into and out of the One-Stop through TTY devices that are readily available.
5.1.5 Adaptive Equipment	Hand held tape recorders are available for customers to take notes and for staff to make audio recordings of written materials.
5.1.6 Adaptive Equipment	Devices are available for customers to convert books and other print material into voice output, large print or Braille.
5.2 Work Station
5.2.1 Work Station	Workstations with computers connected to the Internet are universally designed for access by all customers in terms of height, width, clearance, lighting, and assistive technology.
5.2.2 Work Station	Customers can enter text on workstation computers using word prediction software, to reduce the number of keystrokes needed to create a document.
5.2.3 Work Station	Workstation computers have enlarged letters on keys, are able to magnify text, and are able to convert text into voice output, through available headphones.
5.3 Staff Knowledge
5.3.1 Staff Knowledge	Staff is aware of informational and assistive technologies not currently available at the One-Stop and how to obtain individual technologies for use with customers.
5.3.2 Staff Knowledge	Staff demonstrates responsiveness to requests by individual customers for specific informational or assistive technologies.
5.3.3 Work Station	Staff demonstrates knowledge of how to access and use informational and assistive technologies available at the One-Stop.
5.4 Information Technologies
5.4.1 Information Technologies	Websites sponsored by the One-Stop are available to the public, are fully accessible by assistive input and reading devices.
5.4.2 Information Technologies	Websites sponsored by the One-Stop are organized in a clear manner, free of jargon and acronyms, so that any potential customer can obtain useful information, request assistance, or pursue an opportunity.
5.4.3 Information Technologies	Graphic and sound elements of Informational Technology used by the One-Stop enhance the comprehension of content for customers, without interfering with assistive input and reading devices.