Series # :
  ETAOP 2006-07
Title :
  Anatomy of A One-Stop
Subtitle :
  Baltimore City Eastside Career Center
Release Date :
Abstract :

This report includes findings from on-site observations conducted in the Baltimore City Eastside Career Center (ECC).  The report includes a description of the Maryland workforce development system; a brief overview of ECC services, the Baltimore economy and ECC neighborhood; an overview of ECC staff responsibilities; details on customer and staff interactions; findings from pre- and post-ECC service delivery; and analysis of ECC operations.


The research questions that guided inquiry into the inner workings of the One-Stop Career Center included:

  • Who seeks what type(s) of One-Stop services;
  • Why some residents and local businesses do not seek One-Stop services;
  • What happens within a One-Stop after a customer arrives or communicates remotely—are the facility, resource materials and staff expertise appropriate and available when needed to satisfy or modify customer expectations; and
  • Are exiting customers satisfied with their One-Stop   experience(s); and, if not, why and with what consequences.

Publication Author(s)
The Jacob France Institute
  • David Stevens
  • Treva Stack
Full Text Document(s)
Additional Information

Hard copy available: No