Workforce Meets Human-Centered Design in the Middle of the State

The workforce system is obsessed with Human-Centered Design (HCD), and the problem-solving method is no longer simply a buzzword; some workforce organizations are practicing and applying it to processes, programs and, perhaps most importantly, to their very purpose for operating in the first place. While there is still much work to do in truly incorporating HCD, particularly with an intentional and rigorous equity lens, our friends in Tulare County provide a meaningful snapshot of HCD in action.

Innovators by Design

The Tulare County Workforce Investment Board (‘the WIB’) held their 10th Annual Innovators by Design event on October 9th at the Visalia Convention Center, where HCD was not only mentioned – it was demonstrated.

According to the WIB, the conference is designed to “inspire collaboration, foster innovative thinking, and provide practical strategies to build a more resilient and forward-thinking workforce.” This was the second Innovators by Design the CivicMakers team has had the privilege of attending. What captured our imagination most this time were the various levels (organizational level, system level, and individual level) where HCD shows up for the Tulare County WIB.

Below are some of the highlights, where HCD felt most palpable.

Purpose: Organizational Level

The event kicks off with the WIB’s Annual Meeting. During this meeting, the WIB’s approachable, forward-thinking leader, Adam Peck, shares their Annual Report with a wide audience of educational and training partners, along with board members and program participants. We love the transparency and inclusion embedded within this event ritual – inviting the workforce ecosystem within Tulare County to have a peek into its progress.

As Adam welcomed everyone, he shared a slide entitled ‘WIB Initiatives’ with text that read: “Human-centered design is now a core part of how we operate, making our workforce services more responsive and effective.”

It’s not an easy task to make the review of an Annual Report engaging, but Adam’s delightful demeanor added color and context to the charts and graphs he shared. He mentioned, “There’s value in making better decisions and investments through a human-centered design lens…we show a lot of numbers, but these are about people.”

Policy: Systems Level

Next on the agenda was a fireside chat-style conversation between Adam and California Secretary of Labor, Stewart Knox. Among other things, Secretary Knox oversees $4 billion of investment in workforce development at the Labor and Workforce Development Agency. Secretary Knox almost immediately mentioned HCD, and how the Employment Development Department in particular is reimagining its systems to be more human-centered.

What we loved about the conversation was learning more about the lived experience Secretary Knox has growing up in a rural community in Northern California, with 32 students making up the total graduating class of his high school. As empathy is such a core skill in human-centered leadership, his connection to more rural communities and small-medium-sized counties, like Tulare, became clear:

“When you look at rural communities, you have to look at systems differently. Let the locals develop their own systems.”

This departure from a one-size fits all approach is refreshing to hear from someone who regularly interacts with the Governor and helps to shape policy for workers and employers throughout the state.

We inquired about the upcoming statewide economic development plan to determine whether the increase in disasters and wildfires throughout the state would be deemed an opportunity for workforce development. He responded with a nod toward sustainable ground management efforts being part of the strategy. We look forward to seeing its progress, and where workforce development can respond more meaningfully to the climate crisis.

People: Individual/Organizational Level

One of the more emotional segments of Innovators by Design is the Awards Presentation. This features participants from career services and youth services, highlights business and community partners, and presents a meaningful “Workforce Professional of the Year” designation to staff.

The real, living experiences of program participants were the most inspiring. They featured stories from formerly incarcerated folks, people who’ve been through the foster care system, and others who have historically been failed by systems. In the beautiful short video, one awardee commented: “The hardest part was realizing I needed help.”

The WIB’s Youth Services Program Coordinator, Desiree Landeros, received one of the Workforce Professional of the Year awards. Desiree works directly with youth experiencing multiple barriers in disadvantaged communities. We were already big fans of hers, but learning more about what she loves about her job really made our hearts soar: “I know that what I did yesterday made an outcome for today.” See this 2-minute video to learn more about Desiree’s important work!

There are very few dry eyes in the audience during this segment – a powerful reminder of the human stories that exist behind the numbers.

From Intention to Impact

This brings us back to where the event started: a presentation of a year of intentional impact. The printed version of the WIB’s Annual Report features real photos of real humans who are being served by the County’s job centers, along with folks who administer programs and those who guide investments and strategic direction.

As ‘human-centered’ is one of the WIB’s values, the Innovators by Design event is a place where you can truly feel this value come to life. And, as Adam mentioned, the values laid out in the WIB’s Theory of Change are not just about sharing ideas they think are good, they’re about making those ideas reality.