Maximum Customer Choice participants could request counseling from program staff to guide them to appropriate training selections, but they did not automatically receive counseling. Participants received an individual training account in the amount of $3,000 to $5,000, depending on the program site. Most Maximum Customer Choice participants requested counseling and completed counseling and training program selection in five sessions. Then, participants engaged in their selected training program for an average of 18 weeks. Program participants were dislocated workers and adults, 18 years 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 Maximum Customer Choice to the effectiveness of Structured Customer Choice indicates the effect of being referred to a set of services that includes those unique to Maximum Customer Choice; the comparison indicates how much better the offer of Maximum Customer Choice meets participants’ needs than the offer of Structured Customer Choice. Participants in Maximum Customer Choice, could choose to participate in counseling, could independently select their training program, and had individual training account amounts of $3,000 to $5,000 (fixed by location). In contrast, participants in Structured Customer Choice received an ITA of up to $8,000; were required to participate in eight vocational counseling activities (including a mandatory orientation, guidance on selecting a high-return occupation, and guidance on assessing the relative costs and benefits of various training programs); and received directive counseling, in which program staff could reject participants’ training selections. The study that compared Structured Customer Choice with Maximum Customer Choice also evaluated Guided Customer Choice.
Low
