Narrative: d. 2. P. i. I.

PROGRESS IN ACHIEVING GOALS AND PRIORITIES

Goals and priorities developed by the West Virginia Division of Rehabilitation Services (DRS), the West Virginia State Rehabilitation Council (WVSRC), and the West Virginia Statewide Independent Living Council (WVSILC) are annually evaluated. All planning contributes toward performance of the DRS mission which is to enable and empower individuals with disabilities to work and to live independently.

Progress in Achieving FY 2015 Goal and Priority 1: Exceed the RSA benchmarks for evaluation standards and performance indicators.

With the implementation of WIOA, providing vocational rehabilitation (VR) services to persons with significant disabilities remains the primary focus of DRS. Therefore, the RSA standards and indicators remain, internally, important benchmarks to the agency.

Performance Goal:

Exceed RSA benchmarks for evaluation standards and performance indicators (S&I). To achieve successful performance on Evaluation Standard 1 (Employment Outcomes), DRS needed to meet or exceed the performance levels established for four of the six performance indicators in the evaluation standard, including meeting or exceeding the performance levels for two of the three primary indicators (Performance Indicators 1.3, 1.4, and 1.5). To achieve successful performance on Evaluation Standard 2 (Equal Access to Services), DRS needed to meet or exceed the performance level established for Performance Indicator 2.1.

The agency conducted the following activities in FY 2015:

–DRS continued to closely and continually monitor its performance toward meeting Rehabilitation Services Administration (RSA) requirements for evaluation standards and indicators (S&I).

–Continued to work with local education agencies to promote awareness of vocational rehabilitation services to high school students with disabilities.

–Continued to stress quality case closures and competitive employment outcomes for consumers.

–Continued to observe provisions of the General Education Provision Act (GEPA). DRS continued to promote equitable access to VR services regardless of gender, race, national origin, color, disabilities, or age. Both the Blind and Visually Impaired Services and Deaf and Hard of Hearing Services units continued to provide comprehensive compensatory skills and academic training to individuals with sensory impairment.

–Continued to provide comprehensive statewide rehabilitation technology services that include assistive technology, environmental modification, rehabilitation engineering, fabrication, and driver education/vehicle modification services.

–Continued to work within the workforce development system established by the Workforce Innovation and Opportunity Act.

Outcomes:

Based on FY 2015 RSA–911 (case service report) data, DRS successfully met requirements for the performance evaluation standards and indicators established by RSA.

DRS PERFORMANCE ON THE STANDARDS AND INDICATORS IN FY 2015

To successfully meet requirements for the RSA Standards and Performance Indicators, DRS must pass 4 out of 6 employment outcome indicators (Indicators 1.1 to 1.6) and pass 2 of the 3 primary indicators (Indicators 1.3, 1.4, 1.5). Additionally, DRS must also pass the equal access indicator (Ind. 2.1). A detailed report of the evaluation standards and performance indicators for DRS in FY 2015 follows.

Standard 1: Employment Outcome in FY 2015

DRS was below the RSA requirement for indicator 1.1. In FY 2015, DRS produced 2,090 rehabilitants, which was 499 below the required level of 2,589 rehabilitants (achieved in FY 2014).

DRS exceeded the RSA requirement for indicator 1.2. In FY 2015, 58% of DRS consumers who received services under an Individualized Plan for Employment became rehabilitants. The 58% rehabilitation rate is 2.2% above the RSA benchmark of 55.8%.

DRS exceeded the RSA requirement for indicator 1.3. In FY 2015, 99.9% of DRS rehabilitants were in competitive, self–employment, or state–agency managed business enterprise program (BEP) employment with earnings at or above minimum wage. The competitive percentage of 99.9% is 27.3% above the RSA benchmark of 72.6%.

DRS exceeded the RSA requirement for indicator 1.4. In FY 2015, 86.7% of DRS rehabilitants who entered competitive, self–employment, or BEP employment with earnings at or above minimum wage were individuals with significant (SD) or most significant disabilities (MSD). The SD/MSD competitive percentage of 86.7 is 24.3% above the RSA benchmark of 62.4%.

DRS exceeded the RSA requirement for indicator 1.5. In FY 2015, the average hourly earnings of DRS rehabilitants who entered competitive, self–employment, or BEP employment with earnings at or above minimum wage was 63% of the average hourly earnings for all employed West Virginians. The 63% achievement in FY 2015 is 11% above the RSA benchmark of 52%.

DRS did not exceed the RSA requirement for indicator 1.6. In FY 2015, the percentage of DRS rehabilitants in competitive, self–employment, or BEP employment with earnings at or above minimum wage and reporting their own income as the largest source of support increased by 52% between application and closure. The 52% increase is 1% below the RSA benchmark of 53%. For job retention closures, there is no change in the primary source of support from application to closure. A high volume of consumers with job retention cases in FY 2015 was a difficult barrier to overcome in meeting the benchmark for this indicator.

Standard 2: Equal Access to Services in FY 2015

DRS exceeded the RSA requirement for indicator 2.1. In FY 2015, the ratio of minority service rate over non–minority service rate was 0.883. The 88.3% service rate ratio is above the RSA benchmark of 80%.

DRS provides rehabilitation and related services to all persons with disabilities, including individuals with disabilities from minority backgrounds who meet qualifications for DRS services. People with disabilities from minority backgrounds are represented within the DRS caseload proportionate to their numbers within the general population. In FY 2015, DRS surpassed by 0.083 the RSA benchmark of 0.80 (ratio) for indicator 2.1 relating to the equal access to services standard. DRS continues to stress its strong commitment to equal access to rehabilitation services for all West Virginians with disabilities.

DRS is committed to pursuing outreach efforts and marketing referral and other information about DRS and its services to West Virginians with disabilities, particularly those who are members of minority populations. DRS continues to emphasize development and production of a statewide public awareness campaign and participation in a variety of multi–cultural events such as awareness fairs and diversity days.

Progress in Achieving FY 2015 Goal and Priority 2: Improve and maintain the consistency of policy interpretation, implementation, and casework practices through a comprehensive quality assurance program.

Performance Goal:

Achieve an overall score above 75% on the next Quality Assurance Review (QAR).

The agency conducted the following activities in FY 2015:

–DRS continued to include representatives from the WVSRC, the WVSILC, and the West Virginia State Client Assistance Program (CAP) in the Division’s policy consultation group. These representatives fully participate in development and revision of policies relating to case services prior to public comment. Their participation helps broaden the discussion and reduce the potential for different interpretations of the policy changes.

–Quality assurance specialists (QAS) continued to work in the six DRS districts to develop consumer services policy, review casework practices, assure consistent interpretation of policy throughout the state, and provide training on policy and casework to DRS staff members. QAS schedule their visits in each DRS office at least monthly. QAS assist in the evaluation for counselors moving from temporary employment to permanent employment. The QAS also assist managers with employee remediation in regard to identifying training needs and providing the training. QAS are the field’s direct connection to the State Office. During these field office visits, QAS may:

*Conduct policy and procedures training;

*Update staff members on State Office activities, proposed policy changes, challenges, or upcoming goals;

*Ask for input about any problems the field is experiencing and solicit suggested policy or procedural change;

*Review counselor case files; and

*Be available to handle staff member problem cases and clarify policy.

–QA staff continued to develop and conduct a variety of training on new policy, as well as refresher training on current policy and procedural issues during FY 2015. Consistency has been strengthened by using the same training material, which is now available via a shared network folder for accessibility purposes as well. QA staff members have worked on researching, revising, and developing policy on training, transition, and employment services.

–As quality assurance specialists and managers work together in the field, the field staff members have become more connected to the State Office, opening them up to generating suggestions that have been instrumental in policy and procedural changes.

–In FY 2015, the QA Unit continued to use training modules for new counselors and rehabilitation services associates. The training consists of two components– Group Training and Decision Tree Training. The new counselor and rehabilitation services associates Decision Tree Training provides technical assistance and guidance in policies and procedures, documentation, best practices, and improving client services. Reports are completed at two and five months after training. These help the counselors, the QAS, and managers to monitor progress in a new hire’s training and comprehension. Strengths and weaknesses are identified to provide any necessary technical assistance or support.

Outcomes:

The most recent statewide overall QAR score was 80%, an improvement from the 77% from the previous QAR. In addition, seven of the ten casework domain area scores improved from the previous QAR. Based on each district’s scores, QAS have provided relevant training and technical assistance to improve casework practices.

In FY 2015, DRS continued to provide training and technical assistance for new and more experienced counselors. In addition, the QA Unit has developed a new training format for newly hired counselors and rehabilitation services associates. The QA Unit began training new counselors and rehabilitation associates using the new format.

Progress in Achieving FY 2015 Goal and Priority 3: Develop, establish, and maintain collaborative relationships with community providers (including CRPs, Independent Living, and other community providers) to enhance the availability and quality of services to DRS consumers.

Performance Goal:

a. Achieve an overall rating of “Excellent” or “Good” by at least 78% of respondents to the CRP perspectives survey regarding the working relationship with DRS.

b. Achieve an overall rating of “Excellent” or “Good” by at least 80% of DRS counselors who provide reviews of CRP service quality.

The agency conducted the following activities in FY 2015:

–New approaches to training and educating DRS counselors have led to increased awareness of local CRP service providers and the types of CRP services available to DRS consumers. New counselors now visit all CRPs in their service area and are provided with a user–friendly CRP vendor guide detailing services and providers by county. The visits and detailed guides will help foster working relationships between new DRS counselors and CRPs.

–DRS continued to partner and regularly meet with such groups as the West Virginia State Rehabilitation Council, West Virginia Statewide Independent Living Council, Developmental Disabilities Council, Mental Health Planning Council, and WV Association of Rehabilitation Facilities. DRS continues to receive a commitment from a representative of the West Virginia Department of Education and WVSRC to attend CRP Advisory Committee meetings in order to identify and better coordinate the vocational rehabilitation service needs of transitioning youth.

–DRS continued to conduct Transition Team meetings at the district level. These meetings bring DRS, WV Department of Education, and CRP staff from within the districts together to promote interagency collaboration. These meetings also allow staff from each agency/CRP to become familiar with the different eligibility requirements and service definitions across agencies. This familiarity will help enhance working relationships and create improved conditions for collaborations with community providers.

–DRS hosted district–level meetings to provide opportunities for CRP representatives and DRS personnel to discuss local service needs of DRS consumers. Subsequent to each meeting, the local DRS office is required to send a brief report to the CRP Program Manager. This process allows all parties involved in the expansion of community–based services to be kept informed of progress and issues.

–The Division continued to examine the information and recommendations collected from various meetings between CRP and DRS staff members. Progress on communication is being made as the Division acquires more understanding of the issues and barriers facing the CRP and DRS staff members in their service provision to persons with significant disabilities in WV. Ongoing communication activities with CRPs include:

–An e–mail list–serv with all current vendors that is updated periodically and utilized to send out training opportunities, policy changes, and general updates when needed;

*Joint meetings with DRS district and branch staff and CRPs in those districts;

*DRS counselors in each district are assigned to be CRP liaisons to each CRP and are required to complete a monthly update regarding the CRP. They collect this information by visits and/or phone calls; and

*Two rehabilitation specialists cover all districts in the state. These individuals provide technical assistance to CRPs and DRS staff. They make site visits to CRP and DRS district and branch offices. During these visits, they provide technical assistance and schedule training and other meetings that need to occur. They serve as a communication link when issues arise and make themselves available to attend the communication meetings and transition team meetings.

Outcomes:

In FY 2015, DRS continued to develop and maintain collaborative relationships with community providers throughout the state. The successfully implemented strategies included training of counselors and CRP staff in individual and joint settings. All new DRS counselors have site visits with CRPs in their service area to foster relationships at the local level. In addition, DRS now has agreements with 68 CRPs in 97 locations around the state, a substantial increase since first adopting this goal and priority. Surveys were completed by DRS and CRP staff members. The results of the surveys indicate an overall positive working relationship between DRS and CRPs, with 78% of DRS respondents and 78.7% of CRP respondents indicating a “Very Good” or “Excellent” working relationship. DRS will continue to examine the quality of working relationships between DRS and community partners, as well as the availability and usage of CRP services across all DRS districts.

–In FY 2015, DRS authorized $154,336.63 for services provided by centers for independent living for 59 consumers. These services included attendant care/activities of daily living assessment, community based assessment, job coaching, work adjustment training, life skills training, Daniel Memorial Independent Living Scale, and academic/literacy training.

Progress in Achieving FY 2015 Goal and Priority 4: Increase the availability of job development, job coaching/supportive employment, job placement services, work adjustment training, work skills development, and life skills training within the community.

Performance Goal:

Eliminate all CRP services gaps as reported by DRS counselors.

The agency conducted the following activities in FY 2015:

–Identified existing community services (including CRPs, Independent Living, and other community providers), where they are, and where there are best practices. DRS created and will continue to update a user–friendly CRP vendor directory that includes all DRS–acknowledged CRPs and the services each provide by county. This directory is reviewed during the CRP services component of new counselor training to ensure DRS staff are aware of the CRP services that are available to the consumers they serve.

–Continued to expand the pool of job coaches using the Student Transition to Employment Project (STEP).

–Continued to incorporate a CRP component in training of DRS field staff. This training segment increased awareness of CRP service options, especially among the new counselors and rehabilitation services associates, available in the district and ensured understanding of the service definitions, requirements, and authorization codes.

Outcomes:

As of November 2015, DRS has agreements with 68 CRPs in 97 locations around the state. All 55 West Virginia counties have a DRS–acknowledged CRP where VR consumers can receive services. Additionally, DRS has substantially increased the number of job coaches (29 as of November 2015) for transitioning youth, especially in rural areas, through STEP. From FY 2009 to FY 2015, DRS more than doubled the number of VR consumers receiving CRP services and the total dollar amount authorized for those services. Through survey responses, DRS staff members have indicated areas of the state that are in need of increased CRP service capacity. The information from the surveys will be utilized to target specific areas where service gaps have been reported. This will remain an ongoing focus for DRS.

Progress in Achieving FY 2015 Goal and Priority 5: Improve access and availability of transportation options at the community level for DRS consumers who need transportation assistance to meet their rehabilitation goals.

Performance Goal:

Increase the number of consumers provided transportation services from the previous fiscal year.

The agency conducted the following activities in FY 2015:

–Continued commitment to reduce transportation barriers for consumers with disabilities and focus on individual transportation solutions (ITS) to satisfy immediate transportation needs.

–Continued to assign responsibility to a staff member in each branch office to maintain a list and working knowledge of local transportation options.

–Continued to participate in local and state initiatives to coordinate and expand transportation resources.

–Continued to encourage planning for transportation needs early in the development of the consumer’s rehabilitation program. At application, DRS counselors identify transportation issues and focus on finding solutions to include in the consumer’s Individualized Plan for Employment (IPE). This ensures that the ability of consumers to reach their vocational goal is not impeded by preventable transportation barriers. Transportation issues were also addressed by the standard instrument prescribed for routine use by supervisors and quality assurance staff in case reviews.

Outcomes:

In FY 2015, DRS authorized $1,041,707 in transportation services for 1,159 consumers. This is fewer than the 1,330 consumers served in FY 2014. The decrease was caused, in part, by the closure of Order of Selection Categories 3 and 4.

Progress in Achieving FY 2015 Goal and Priority 6: Develop strategies for outreach efforts to minority populations.

Performance Goal:

Attaining a score of 0.85 on RSA Performance Indicator 2.1, the ratio of minority to non–minority service rate.

The agency conducted the following activities in FY 2015:

–Continued to identify and participate in multi–cultural events throughout West Virginia.

–Continued to maintain a website and other public materials that demonstrate diversity. DRS will continue statewide outreach to all individuals with disabilities who are interested in preparing for, getting, keeping, or returning to employment in the competitive labor marker. In doing so, DRS will exercise care to ensure that its public information products reflect its appreciation for and value of diversity, including its brochures, posters, flyers, newspaper inserts, and websites, etc.

–Continued to meet and work with representatives of agencies/organizations that serve minority populations in the identified areas.

–Continued to utilize geographic information systems (GIS) technology to locate potential unserved and underserved minority areas. DRS will continue to use its geographic information system, case management system, and multiple data sources to identify communities with significant minority populations which appear potentially unserved and/or underserved.

–Continued to mail informational fliers describing DRS services to households in areas where people with disabilities from minority backgrounds may be underserved or unserved. Information about the vocational rehabilitation services provided by DRS will be sent to all residences along delivery routes for the United States Postal Service that are located in these zip codes.

Outcomes:

In FY 2015, DRS attained a score of 0.883 on RSA Performance Indicator 2.1.

Progress in Achieving FY 2015 Goal and Priority 7: Increase the number of blind/visually impaired (VI) DRS consumers served by 5% per year and expand services to blind/VI DRS consumers statewide.

Performance Goal:

To serve 5% more blind/VI consumers than were served in the previous fiscal year.

The agency conducted the following activities in FY 2015:

–Skills trainers continued to provide daily living skills evaluation and training in consumers’ homes within the local area.

–Continued to provide technical assistance to counselors to determine blind/VI consumer needs. DRS counselors received training regarding blind/VI program service delivery for consumers in areas such as orientation and mobility (O&M), Computer Access, and Daily Living Skills, as needed. This training will allow DRS Counselors to increase knowledge of services available and expand services to blind/VI consumers and will improve consumer satisfaction, which will also promote consumer growth in numbers.

–DRS O&M specialists continued to assist DRS specialty counselors in identifying and contacting non–DRS O&M specialists within their district. This will create better opportunities for DRS counselors to refer blind/VI consumers to O&M specialists who can provide needed services to consumers, thereby improving consumer satisfaction. This will also create better opportunities for O&M specialists to refer their blind/VI consumers who want to work to DRS for services, which will expand the blind/VI consumer body.

–Visually Impaired in–home skills training staff continued providing services to DRS consumers within their communities. Expanding needed services will improve consumer satisfaction with services, which will serve as a catalyst for consumer growth in numbers.

–Continued to partner with the National Federation of the Blind of West Virginia (NFBWV) to continue community based Braille tutoring through a no–cost grant extension. This service will improve the overall quality of services provided to blind/VI consumers, which will also promote consumer growth in numbers.

–Continued to work with the West Virginia Optometric Association to educate optometrists about services that DRS can provide to their visually impaired patients. This will increase the likelihood that optometrists statewide will refer patients to DRS for services, which will expand the blind/VI consumer body.

–Maintained a statewide acknowledged vendor list of optometrists who have received training in the services needed to provide low vision evaluation services and Bioptic lens evaluation for the Low Vision Bioptic Driving Program. DRS will sponsor education and training at the Optometric Association training to enlist optometrists to provide low vision evaluation services. This acknowledged vendor list helps facilitate the provision of low vision evaluations required by state law prior to training in the Bioptic Driving program. This will increase the availability of services within the community and expedite the process for entrance into the Low Vision Driving program. Reduction of the transportation barrier for visually impaired individuals will increase the number of successful employment outcomes for blind/VI consumers.

–Continued training sessions for the specialty counselors for the blind in a variety of areas, as needed. This will allow these specialty counselors to provide quality services to blind/VI consumers and will improve consumer satisfaction. This will also serve as a catalyst for consumer growth in numbers.

–Continued to develop and maintain working relationships with teachers of the visually impaired statewide, particularly at the West Virginia School for the Blind (WVSB). DRS counselors will hold meetings with teachers and administrators of the WVSB annually. This will enable DRS to receive more referrals of blind/VI students from educational settings who are interested in going to work. This will also enable DRS counselors to better understand blind/VI consumers that are attending school and provide quality services to those consumers, which will improve consumer satisfaction.

Outcomes:

In FY 2015, DRS served 589 blind/VI consumers, this is a decrease from the 769 consumers served in FY 2014. The agency continues to work toward the goal of a 5% increase in the number of blind/VI consumers served from the previous FY. This is due, in part, to the closure of Order of Selection (OS) Categories 3 and 4, which has reduced the number of blind/VI consumers eligible to receive services. Though the number of consumers did not increase the number of consumers at the desired rate, several strategies have improved service availability and provision for blind/VI consumers. Improvements have been accomplished by increasing training for VR counselors, increasing the time staff spend serving blind/VI consumers, partnering with other organizations, and maintaining working relationships. Since adopting this goal, VI Daily Living Staff Skills Trainers increased their time serving DRS consumers in each district by 20%. These Skills Trainers are providing community based services including daily living skills and evaluations at home and job sites.

Progress in Achieving FY 2015 Goal and Priority 8: Expand and improve services to transitioning youth with disabilities (TY).

Performance Goal:

An 80% overall satisfaction rating by TY consumers on the annual Consumer Satisfaction Survey.

The agency conducted the following activities in FY 2015:

–Held Transition Conferences in each district to enable DRS staff to share their unique expertise and skills in serving TY. These meetings provided training and technical assistance, regarding WIOA, for field staff serving transitioning youth.

–Implemented the Positive Outcomes Within Education and Rehabilitation (POWER) program to connect TY with various employers throughout the state for the purpose of job shadowing and professional career exploration.

–Initiated a state–wide procedural goal of meeting with TY referrals, and commencing DRS services for eligible individuals much earlier in the transition process.

–Continued to hold Transition Team meetings and work with the CRP/School Transition Teams in each district to broaden the availability of services to TY and increase collaboration among VR stakeholders.

–Contacted financial aid offices at post–secondary institutions to promote timely processing that will lead to enhanced service quality. DRS will participate via educational presentation in the annual conference for WV Association of Financial Aid Administrators in 2015.

–Conducted joint Professional Development Trainings with DRS Transition Counselors, School Transition Coordinators, and CRPs.

–Continued to hold Transition Advisory Team meetings with the purpose of strengthening the district–level Transition Teams, planning the annual DRS State Transition Conference, and working with the state–level DRS Transition and Education Programs Supervisor.

–Disseminated DRS Transition brochures and posters for use by Transition Counselors.

–DRS continued to focus on the Student Transition to Employment Project (STEP). The project is designed to train special education teachers and aids to become vendors with DRS. Working in close partnership with the DRS School Counselor, this unique program allows for individuals with disabilities who are graduating from high school to receive job placement and training from the teacher or aide who worked with them throughout high school. The purpose of STEP is to provide a more seamless transition from school to work for students with disabilities. STEP methodology allows students to build on previous success with someone they know and trust. In 2014, a Rehabilitation Services Specialist position was added to further expand the program throughout the state. This additional position has yielded excellent progress, with a substantial increase in the number of STEP vendors and increased communication with local school staff across the state in 2015.

–Continued to meet with WV Department of Education officials in an effort to develop a system to identify students with disabilities who are at high risk for dropping out of high school and provide information for the One Year Exit Survey.

–DRS collaborated with WV Office of Institutional Education as well as the Division of Juvenile Services (DJS) to develop a cooperative agreement regarding the provision of vocational rehabilitation services to TY who are institutionalized. In 2015, DRS provided information to DJS staff regarding agency–offered services.

Outcomes:

Results from the FY 2014 Consumer Satisfaction Report (the most recent at the time of publication of this document) indicate that the TY satisfaction levels were 75%.