Pandemic Job Support: A Customer-First Approach
Saint Paul Public Library
Innovation Synopsis
In response to the pandemic, Saint Paul Public Library launched Career Labs to address the critical needs of the local workforce. Beginning January 2021, Career Labs carefully moved away from a pandemic-first transactional experience to a more welcoming and engaging customer-first approach.
Challenge/Opportunity
By June 2020, over 43,000 Saint Paul residents applied for unemployment and in-person workforce services shut down in Minnesota. In partnership with Ramsey County Workforce Solutions, SPPL launched seven Career Lab sites in county service centers and SPPL branches.
SPPL received CDBG funding to extend services through 2022. At this time, unemployment rates dropped and requests to meet wrap-around needs increased. The Career Labs team made key changes to meet user needs and provide hospitality in an uncertain environment.
Key Elements of Innovation
- Centered user-needs not job outcomes: Flexible intake (no longer asked for specific COVID-19 impacts)
- Direct referrals to Library Social Worker and Digital Navigators; Distributed “Jobseeker Kits.”
- Adjusted COVID protocols from express to welcome levels: Walk-ins and guests ok; Care stations (with sanitizer, masks, print resources)
- Landline provided in quiet corner.
- Collaborative partnerships: Remote partners facilitated webinars and Career Labs provided the in-person help; Space for 1:1 meetings
- Tabling welcomed.
Achieved Outcomes
- Created a more welcoming, engaging and impactful customer service experience.
- Job seekers enjoy space for productive activity while following health guidelines.
- Better relationships with staff, led to better referrals.
- As of 11/05/21, Career Lab staff provided 1,798 individual help sessions —offering job support (resume writing, applications, virtual interviews, etc.) and navigation assistance for critical needs, including housing, food, vaccine registration, mental health, immigration, business and more.
