Building Stronger Workforce Systems Through Connection,…

At EDSI, we pride ourselves on helping communities build thriving workforce ecosystems through innovation, empathy, and expert leadership. In several regions across the country, we serve as One-Stop Operators (OSOs) — the behind-the-scenes connectors who ensure that services run smoothly and jobseekers and employers alike are met with seamless, high-quality support.

Our role as OSOs goes beyond operations—we help workforce boards and partners align goals, strengthen collaboration, and create a culture where systems work better together to meet the needs of their communities.

In this spotlight, we sat down with Diana Monti, One-Stop Operator in Ocean County, NJ, to learn more about her experience, challenges, and passion for strengthening the workforce system.

Q: Diana, tell us a little about your background and how you got into workforce development.

Diana: I started with EDSI in 2016 as a recruiter and then moved into project management. I loved the variety of that role — proposal coordinating, helping with startups, traveling, training. I wasn't actively seeking the One-Stop Operator role, but when the opportunity in New Jersey came up, it felt like the right fit. I began as interim and eventually became the official OSO for Ocean County in 2022.

Q: For people who don’t know, how would you explain what a One-Stop Operator is?

Diana: My role is to coordinate and streamline services within the One-Stop Center. I make sure that partners are working together effectively, identify any service gaps, update policies and procedures, and ensure alignment with federal, state, and local goals. Under WIOA legislation, the One-Stop Operator is responsible for coordinating service delivery among partner agencies, managing daily operations, ensuring the availability of basic services, and implementing workforce board policy. We’re like the air traffic control of the workforce system—making sure everyone is connected, aligned, and delivering the best experience possible for jobseekers and employers.

Q: What makes EDSI a strong One-Stop Operator? What sets us apart?

Diana: First, it’s the culture. EDSI’s values — Show Up, Smile and Support — are more than words here. That culture has helped me navigate challenges and build trust in a complex environment. We also bring operational strength. As required under WIOA, we have the systems in place to report to the workforce board, support MOU management, lead collaborative meetings, and ensure policies are adhered to. Whether it's performance reporting, credentialing, or improving customer satisfaction processes, we meet the expectations of a true system convener and coordinator.

EDSI’s National One-Stop Operator Footprint

With experience serving as the One-Stop Operator in multiple regions across the country — including Ocean County, NJ — EDSI brings a national perspective to workforce development. This broad footprint allows us to share innovative practices, apply lessons learned, and implement proven strategies across locations. To explore the full scope of our work, visit the EDSI Locations page to see the many programs we proudly manage.

Q: What were some of the adjustments or learning moments as you started this position?

Diana: There was, of course, a transition period of getting to know the people, processes, and culture already in place. I stepped into a well-established environment, so it took time to build relationships and find the right rhythm. Over time, communication has become stronger, collaboration has deepened, and I’ve felt more connected and trusted in the role. One major catalyst for this positive shift was EDSI’s AcuMax Index communication training. It gave everyone a better understanding of each other’s communication styles and helped foster a more cohesive team dynamic.

What are you most proud of since stepping into this role?

Diana: Definitely launching our new One-Stop website - we partnered with a local designer who's deeply rooted in the community, and it's been a game-changer for communication and outreach. We've also built a stronger presence with the Chamber of Commerce, started gathering more customer satisfaction feedback, and made headway in updating policies and procedures to improve alignment with state and local workforce regulations. And I'm proud of the relationships that are continuing to flourish with our career services provider, the board, and community partners.

Q: What’s your leadership style like?

Diana: I’m naturally more behind-the-scenes, but this role has stretched me — in a good way. I’ve learned to be more visible, more vocal. I try to meet people where they are, whether that means emailing, calling, or showing up in person. I aim to be a connector — someone who builds bridges and keeps things moving forward. And I lead with kindness, always. When that happens, the community wins. People get jobs, employers find talent, and we all move forward together.

Q: How do you ensure the One-Stop is meeting the needs of jobseekers and employers?

Diana: We have quarterly operations meetings with the workforce board and the career services provider to review performance, partnerships, and challenges. I also attend Chamber of Commerce events, job fairs, and community partner meetings, where we share data, challenges, and ideas. Under our responsibilities, we’re also tasked with conducting customer satisfaction surveys and recommending process improvements. These tools allow us to continuously assess and refine our service delivery to meet the evolving needs of jobseekers and employers.

Q: How do WIOA regulations shape your day-to-day responsibilities?

Diana: WIOA lays out a clear framework for how One-Stop Operators function. My day-to-day involves ensuring our service delivery aligns with federal guidelines — from managing partner roles under the Memorandum of Understanding to reporting center performance and helping implement board policies. WIOA also defines what we can’t do — like managing the budget or selecting service providers — so it's important to maintain strong internal firewalls and always operate transparently. Having that clarity actually helps guide and protect the integrity of the work.

Q: What does it take to manage such a complex system effectively?

Diana: It takes structure, communication, and a strong commitment to continuous improvement. We follow a model that includes facilitating collaborative meetings, conducting credentialing assessments, and supporting professional development for One-Stop staff. I help ensure we’re delivering services in a way that’s efficient, inclusive, and outcomes-focused. That includes analyzing performance data, fostering an integrated approach among staff, and making sure partners are always aligned with the board’s goals.

Q: What goals do you have for the upcoming year?

Diana: The biggest is making sure all of our policies and procedures are updated and aligned with regulations. We're also moving into a new space, which is a huge opportunity to reset and relaunch our collaborative efforts. I’d also like to continue strengthening partnerships and finding ways to build more of the EDSI culture into our local environment.

Q: What advice would you give a workforce board considering EDSI as their One-Stop Operator?

Diana: You’ll get a partner who shows up, listens, and leads with purpose. EDSI has the experience, the heart, and the structure to help your system grow stronger. We’re not afraid of complex environments — in fact, we thrive in them. We’ve done this work successfully in diverse regions across the country, so we know how to tailor our approach. But I’ll also say this: setting clear expectations from day one is crucial. The One-Stop Operator role can mean different things in different places, so clarity and communication are everything. And once that’s in place, the impact can be incredible.

Final Thoughts

Diana’s story is one of quiet leadership, persistence, and people-first service. Her journey as a One-Stop Operator reflects not only her own growth, but also EDSI’s dedication to cultivating resilient workforce ecosystems through trust, innovation, and teamwork.

Building Stronger Workforce Systems Through Connection, Coordination & Culture: Q&A With One-Stop Operator Diana Monti