Workforce development is a strange business. We hover somewhere in the land of social services, government services, economic development, and business. We are neither here nor there by many standards. Our work is somewhere between all of the above mentioned and personal self-help. One of those crazy standards is how we measure success in customer service. Most business wants return customers- banks, stores, airlines, but in workforce development if we never see someone again, we think that is success. R ecently, a woman I had worked with came back. Three years ago, this woman was a dislocated worker, laid off from a program administration position at a utility company. She had worked there for many years and had come to seek workforce development services to help her get back to the labor market. At that point in time, there were many changes to the way people look for work since the last time she was job seeking. She needed assistance to get back to work. It took time,...