This report includes findings from on-site observations conducted in the Baltimore City Eastside Career Center (ECC).  The report includes a description of the Maryland workforce development system; a brief overview of ECC services, the Baltimore economy and ECC neighborhood; an overview of ECC staff responsibilities; details on customer and staff interactions; findings from pre- and post-ECC service delivery; and analysis of ECC operations.

The research questions that guided inquiry into the inner workings of the One-Stop Career Center included:

• Who seeks what type(s) of One-Stop services;
• Why some residents and local businesses do not seek One-Stop services;
• What happens within a One-Stop after a customer arrives or communicates remotely—are the facility, resource materials and staff expertise appropriate and available when needed to satisfy or modify customer expectations; and
• Are exiting customers satisfied with their One-Stop   experience(s); and, if not, why and with what consequences.