Structured Customer Choice participants received intensive, mandatory weekly counseling from program staff, in which the counselors directed participants to training programs with high returns on investment (that is, programs anticipated to lead to high earnings gains over participants’ lifetimes relative to the training cost). Participants selected the training program in which they wished to participate, but counselors could deny participants’ selections. Participants also received an ITA of up to $8,000 to cover the cost of training. Most Structured Customer Choice participants completed counseling and training program selection in six sessions. Then, they participated in their selected training program for an average of 19 weeks. Program participants were dislocated workers and adults, age 18 or older, who were eligible to receive training funded by WIA. The program operated in eight sites (Atlanta, GA; Bridgeport, CT; Charlotte, NC; Jacksonville, FL; Maricopa County, AZ; North Cook County, IL; northeast GA; and Phoenix, AZ).
Comparing the effectiveness of Structured Customer Choice to Maximum Customer Choice indicates the effect of the services that are unique to Structured Customer Choice or how much better Structured Customer Choice meets participants’ needs than Maximum Customer Choice. Participants in Structured Customer Choice were required to participate in intensive counseling, had directed training options, and had higher ITA amounts. In contrast, participants in Maximum Customer Choice could choose to receive counseling, could independently select their training program, and had relatively lower ITA amounts of $3,000 to $5,000 (fixed by location). The study that evaluated Structured Customer Choice versus Maximum Customer Choice also evaluated Guided Customer Choice.
Low
