Employment and Training Administration
Washington, D. C. 20210






Nobember 13, 1997




December 31, 1998












Wendy L. McConnell
Acting Administratorfor Regional Management




NAFTA Transitional Adjustment Assistance (NAFTA-TAA) Program Worker Outreach Resources.


  1. Purpose. To provide training and technical assistance to improve States' outreach and adjustment assistance provided to workers eligible for benefits and training services available under the NAFTA-TAA program authorized under Title V of the North American Free Tr

  2. References. GAL No. 1-96.

  3. Background. The Office of Trade Adjustment Assistance (OTAA) has launched a capacity building strategy aimed at increasing the technical knowledge and proficiency of State staff who administer NAFTA-TAA benefits and training services. OTAA is supporting this effort through a variety of projects and activities which are responsive to, and in support of, the States' NAFTA-TAA service delivery systems and which focus primarily on effective customer satisfaction practices. As part of this effort, OTAA has developed a customer satisfaction survey which has been distributed to 15 pilot States to compile data on the value that dislocated workers associate with the services they receive under NAFTA TAA.

    The intent of this customer satisfaction project, of which the survey is one part, is to help the States improve or enhance their TAA, NAFTA-TAA and JTPA Title III service delivery systems for TAA or NAFTA TAA certified workers, improve outreach to secondary workers, improve the overall value of services provided to dislocated worker training participants, and better evaluate program operations and effectiveness.

    This General Administration Letter conveys information and a training schedule for the States so they may access and utilize the survey and technical materials developed and made available through this project.

  4. The Customer Satisfaction Project. The OTAA customer satisfaction survey was developed in consultation with State agencies responsible for providing NAFTA-TAA training and other reemployment services to NAFTA-certified dislocated workers. As noted above, the survey has been distributed in 15 States that represent 60% of all Trade and NAFTA-TAA activity over the last four years. The questions in the survey were determined by focus groups carried out in various States last year. The results of the survey will be compiled into a nationwide report to be distributed to all States in November or December.

    The intent of the customer satisfaction project is to provide not just the measurement tools, but training tools (see attached) to support the use of the instrument. Curriculum for three sessions, all built from several field-tested modules, will be made available to be accessed according to individual State program needs. The training sessions to be provided are:

  5. Other Training Service Provided: The States of Florida and California have jointly developed six training modules that specifically focus on enhancing the training services provided by the States and local offices to Trade, NAFTA- TAA, and JTPA Title III eligible workers. The training, designed for NAFTA-TAA coordinators, Title III staff and training service providers, outlines the retraining goals of the NAFTA-TAA program and emphasizes the rapid response assistance and retraining options available to workers who have been adversely affected by shifts in production to and/or imports from Canada or Mexico. The training was developed as a tool to assist State staff and training service providers regarding the NAFTA-TAA program and its retraining benefits and to provide information and contacts regarding non-traditional types of retraining and program development.

    Information on the training may be obtained from.

  6. Funding. The Department is making funds available to support States which may need additional resources for travel and related expenses in order to participate in training on the customer satisfaction survey or to improve training services provided in the State. States may request and/or access funds to support Trade and NAFTA TAA staff training on these initiatives from one or more of the following sources:

    1. States may use unexpended or deobligated regular TAA program administration funds;

    2. States may use unexpended or deobligated NAFTA-TAA program administration funds;

    3. States may request supplementary NAFTA administration funds, but must submit a detailed plan specifically describing how these funds will be used to support approved training to OTAA funded staff;

    4. States may explore the use of funds available through related employment and training dislocated worker programs, including JTPA Title III funds, to the extent that staff participation in the training benefits or supports enhanced provision of services to JTPA Title III eligible workers or improved rapid response assistance.

  7. Action Required. State Administrators are requested to:

    1. Convey the information in this directive to appropriate staff (i.e., staff who process, or may assist in processing, regular Trade and NAFTA-TAA certified dislocated workers and secondary workers). Please be sure the information is also shared with State JTPA liaisons and dislocated worker service providers.

    2. Request that appropriate State staff review the information contained in the attachment and provide feedback to OTAA, Attn: Greg Hitchcock or Heidi Casta, on the proposed training programs and resources for Trade and NAFTA-TAA staff.

    3. Take the necessary action to fully utilize the materials provided in the attachments.

    4. Encourage appropriate State staff to review their present Trade and NAFTA-TAA program resources to identify potential resources to fully participate in the appropriate training opportunities to improve the State's effectiveness in assisting regular Trade, NAFTA-TAA and other impacted dislocated workers.

    5. Convey any new funding requests with attached training plans to the appropriate Regional Trade staff for review and transmittal to OTAA.

  8. Inquiries. Inquiries should be directed to Mr. Greg Hitchcock at (202) 219-4845, extension 115 or Ms. Heidi Casta at extension 106.

  9. Attachments. Customer Satisfaction Training Plan.