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How Idaho Department of Labor Tripled Engagement in One Year

Idaho Department of Labor reached their community remotely and increased customer engagement with 4 key steps. Here's how you can apply it to your organization. 
How Idaho Department of Labor Tripled Engagement in One Year

When you start working for the state with the Department of Labor, your number one goal is to help people. But the longer you’re in your role, the more you’ll see people that come in once and never hear from them again.

With younger people who don’t like physical meetings or phone calls, “ghosting” is becoming more and more common — even when you’re providing free help.

We talked to Danilo Cabrera, Bureau Chief for Idaho Department of Labor, and Summer MacDonald, Program Manager, to see how they’ve overcome these issues using Big Interview.

The challenge: Reaching Their Participants Online

In a digital world, Idaho needed to come up with solutions to continue serving their community.

When 2020 hit, things completely shifted. Their offices closed, everything went remote, and they knew they would have to adapt to a virtual environment.

That’s when they found Big Interview and realized it could impact their community and ensure case managers and career planners could make the most of their time.

How Idaho reached their unemployed population using Big Interview: 

  • Directly assigning mock interviews to their clients, so even the “hard to reach” clients could benefit from their services without having to contact staff members.
  • Giving users access to the platform directly through a statewide personalized signup page so they could help as many people as possible.
  • Looking at reports to see how their clients were scoring on mock interviews and what common interview challenges they were facing.

And by doing this they went from fewer than 100 people on Big Interview to over 300 a month.

What Are the Key Steps To Reach Engagement Goals?

Idaho was able to increase engagement with 4 key steps. We’ll walk you through each of those and how you can apply it to your community.

Step 1: Eliminate objections

To start, they wanted to make sure all of their staff members were comfortable with this new system so they would get them on board.

To do this for your organization, have talks with case managers and career planners to see how they feel about using Big Interview. Make sure to ask if they think it could work for them, and what hesitations they have.

Idaho pointed out that although career planners might not feel comfortable bringing it up, it is valid that they could think Big Interview will take their jobs.

If you hear this kind of objection, reiterate that this is not the case, but that it’s here to make room for more meaningful work.

Emphasize how they can use Big Interview to help more people and find them jobs faster. If there are any specific things you can mention to show them how else they can spend their time, this is even more helpful.

When this happened with Idaho, they explained to their career planners that they could use this extra time to go in and rate each of their clients individually and compare them as a group to see what common struggles are. This way they could be more on-top of problems and propose solutions earlier on.

Lastly, show proof it works with success stories. Big Interview is proven to help users land jobs 5x faster than the current national average — make sure your staff knows that.

And if they want some examples of other states, you can talk about Ohio and Maryland where we served more than 18,000 people in 2023.

If you want any more information about this feel free to contact someone on the Big Interview team.

Step 2: Training, training, and more training

To make sure everyone knew about Big Interview and was using it the best they could, Idaho hosted monthly internal training sessions.

In these sessions, they would talk about how using Big Interview could save time, they mentioned the different solutions we provide (like interview training and mock interview practice) and how to get to Big Interview and give access to customers.

On top of this, they did bi-monthly training with the Big Interview team for a step-by-step guide on how to log in to Big Interview, create assignments for customers, and how a customer can navigate it.

✅ Pro Tip: They said the biggest help to expanding their reach was ensuring all of their career planners knew what Big Interview was, how to use it themselves, and how to walk a customer through it. They recommend meeting in smaller groups, without managers, so career planners are more comfortable asking questions if they don’t know about something.

To get the training ball rolling for your organization, make sure any program managers are fully trained and aware of how Big Interview can be used.

Then, for the first 6 months, you should set up monthly meetings with your Big Interview Engagement Specialist and the case managers or career planners who are working with your customers.

Step 3: Pivot based on feedback

The key to helping more people is to make sure it’s easy for your case managers to do so.

After everyone knows about Big Interview and how it’ll help them, ask for feedback on where they are running into hiccups or if there are processes that could make it easier to share.

For example, when Idaho first started using Big Interview, their case managers had to ask for individual codes to give access to their customers. They realized this was causing a bottleneck and switched to a signup page so the customers could sign up themselves, which made the process much easier.

Make sure to keep asking for feedback after training and let your staff members know they can reach out to our support center at support.biginterview.com or through email at [email protected].

Step 4: Regular follow-ups

It’s not time to set it and forget it just yet. To make sure you are continuously reaching your community, you’ll need to find (and highlight) your power users.

Who gets the most of their clients on Big Interview? Who is using the assignments feature?

Have one-on-one sessions with those people to see how they are successful with Big Interview. After this, Idaho recommends hosting peer learning sessions with the entire team where these “power users” can showcase their skills to other career planners.

This way your staff members can clearly see the benefit and how it’s helping their own team.

The Impact on the Community

Being proactive like Idaho was about going remote ensures your community is getting the most out of your services. The steps we outlined today helped them 3x their mock interview engagement, and they have only continued to grow since.

If you’re hoping to do the same with your community, reach out to your Big Interview contact and they’ll make sure you have all the steps you need to succeed.


Want to help your customers prepare for interviews? There are 3 ways we can help:

Briana Dilworth
Briana has 7 years of experience as a hiring manager in software and hospitality industries. Previously a hotel manager, she’s been in the thick of recruiting and workplace culture. She’s the Head of Content at Big Interview and is committed to publishing fun, actionable content. When she’s not creating content, you can find her watching Friends for the twelfth time.

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