Narrative: a. 1.

The Florida Rehabilitation Council (FRC) acknowledges the many challenges and opportunities confronting the Florida Division of Vocational Rehabilitation (VR) in preparing for a 2017–2020 state plan. The FRC recognizes the diligent efforts of the VR Director Aleisa McKinlay, and her staff for their contributions to the Council members’ understanding of the Workforce Investment and Opportunity Act (WIOA) while navigating in a rapidly changing system. Although WIOA measures are being established and the rule development is still in process, the FRC supports high standards and expectations in every area of the VR system. Challenges may include: preparing for and implementing the requirements and new partnerships required under WIOA; ensuring high quality and consistent information and referrals for wait list customers; increased service availability for transition students; counselor retention; and continuing strong partnerships to facilitate best practices in policies and procedures to make the VR program even more successful. Opportunities for continued collaborative efforts are plentiful and communication has never been better between VR and the FRC; we look forward to continuing our positive relationship and to promoting increased employment opportunities for individuals with disabilities.

Public Forum Summary

The FRC continues to partner with VR to hold public forums; both entities are trying alternative methods to market and advertise these events for greatest client and community participation. This collaborative effort to reach customers, vendors, businesses and other stakeholders is a continued focus. The public forums are held at each FRC quarterly meeting or when policy changes may require public input; there were five public forums conducted during the state fiscal year 2014–2015. Access to these forums is not limited to individuals in the town of the meeting but is open to the public across the state via telephone or streaming text through the internet. Areas of comment have included: transition issues; standardizing curriculum for training employment support service providers; the need for more supported employment vendors; availability of assistive technology; Order of Selection and wait list concerns; third–party cooperative agreements with school districts; legislative outreach regarding supports for people with disabilities; vendor referrals; advocacy; and opportunities for rehabilitation engineering. Future forums are planned to promote and maintain open lines of communication with VR customers, stakeholders and interested parties.

Customer Satisfaction Survey

A new survey contractor, Market Decisions was hired in October 2014. The FRC and VR are excited about the Customer Satisfaction Survey and the wealth of information becoming available to both entities. Unlike the past, the new survey instrument provides analysis of process in addition to customer satisfaction and may allow VR to assess and ultimately offer quality ratings of vendor performance. Survey findings are now available to all VR employees for further comparison and analysis; and area offices have been encouraged to use the reports to identify potential opportunities to make real–time improvements in their customer service provision. The FRC commends VR on achieving an excellent rating with 87% of the successfully closed cases reporting job satisfaction. Although the sample size is still small for generalization we are encouraged when compared to a national survey conducted by the Conference Board www.forbes.com/sites/susanadams/2014/06/20/most–americans–are–unhappy–at–work that suggests only 47.7% of Americans are happy at work. During September 2015, focus groups are to be conducted as part of our customer survey to address satisfaction levels with the wait list and the appeals processes. Both FRC and VR are looking forward to hearing of the conversations with our customers and the future trends to be identified.

2017–2020 Council Recommendations

The FRC gathered to identify areas of interest of all members for input into the 2017–2020 state plan. The following recommendations rose to the level of importance in meeting the Council’s federal mandates to review, analyze and advise VR.

Recommendation 1: Transition

The FRC applauds some of the great work of the agency in serving youth and those in transition. A June 2015 snapshot of transition age youth cases (16–21 years) presented in the VR Directors report indicated that 39% of cases statewide are serving this population. The FRC is complimentary of VR’s efforts to work with this group and is encouraged by the agency’s efforts to strengthen these programs and outreach further. In alignment with WIOA mandates, FRC supports early contact and the provision of Information and Referral (I&R) guidance to educate and encourage future training and employment for transition students. The Council supports VR engaging the Florida Department of Education to expand and offer additional opportunities for pre–, vocational and/or technical training for students who are interested in career technical programs. By providing more information to students and families about services available in the school districts’ and VR’s Third–Party Cooperative Arrangements (TPCA) we may increase the success for each individual entering the field of employment. The Council requests increased communication and collaboration by VR representatives with each school district and increased participation in the education of options available to Florida students. The FRC supports VR initiating peer mentoring in Florida; increasing the capacity of transition service providers while encouraging self–employment and entrepreneurial options.

Recommendation 2: Order of Selection

WIOA fosters new opportunities for innovation and collaboration across Federal, State, and local agencies, private organization, and employers. The shift in VR’s role as a core partner in the workforce development system should enhance service options and job choices for those we serve. The FRC applauds VR’s efforts to serve over 39,000 people during the SFY 14–15 while on an Order of Selection. Given the heightened emphasis on the provision of service to students and youth with disabilities under WIOA, the Council requests increased communication on how customers with the most significant disabilities will be served. FRC would like to see VR increase service capacity and reduce wait times for those currently on Order of Selection.

A very important piece in serving those on a wait list is the information our customers receive when they enter the VR system. Quality information from the start can empower individuals with disabilities to maximize employment, economic self–sufficiency, independence, inclusion and integration into society. VR continues to work on the information and referral (I&R) processes to enhance our customers’ experience when they move into active services or remain on the wait list and may require additional community supports. FRC is proud of the advocacy and attention I&R has received and will continue to work with VR on the provision of effective and efficient processes during 2017–2020.

Recommendation 3: Job Placement Initiatives

The FRC has encouraged increased use of rehabilitation engineering services in the area of employment. Home and vehicle modifications are important but if the end goal is employment, there is definitely a way rehabilitation engineering can make a positive change. The FRC recommends VR evaluate the rehabilitation engineering contract or the different types of services rehabilitation engineering contractors may offer to determine if there are incentives to increasing technology services directly tied to employment.

FRC commends VR for the hiring of twelve Area Business Relations Specialists under a Business Relations Program Administrator. VR should continue to strengthen engagement efforts with business leaders to develop long–range employment options for our customers and ways to maximize the employers’ return on investment. The FRC appreciates the leadership of VR in collaborative efforts to develop and supervise the Abilities Help Desk; also VR’s continued efforts to identify growing employment markets, potential areas for workplace re–engineering and opportunities for job customization. FRC encourages VR develop a deeper understanding of customer strengths and develop tools to communicate succinctly to potential employers. Focusing on the strengths may help businesses design job descriptions and identify specific training or educational opportunities with the goal of expanding the number of businesses interested in hiring VR customers to find productive and meaningful jobs. VR has also embraced and worked to increase On–the–Job Training (OJT) options for transition and post–secondary students. Emphasis on the availability of accommodations, increasing self–employment options and the use of the Discovery program models will also increase customer job possibilities and financial independence. Once all the employment specialists are hired and the Business Relations program becomes more active the FRC anticipates increased placement and employment returns for businesses, VR and its customers.

The FRC would encourage that all eligible individuals have access to Phase 2 supported–employment services. The Council is concerned with the limitations and restrictions of long–term funding and follow– along supports and encourages investigation of stronger resources. Council members would like to recommend additional supports be made available for job customization and that additional Innovation and Expansion grants be offered within the state to meet the growing needs. VR’s efforts to provide services in rural areas of Florida are recognized and encouraged.

Recommendation 4: Public Awareness of Vocational Rehabilitation

There is no more important time to make sure that the VR system is visible and understood than now. The FRC recommends that a media campaign be developed to share not only the history of this important national program but also to share Florida specific services, successes and accomplishments. The availability of VR on social media (Facebook, LinkedIn, Twitter) is helpful and increases accessibility but there is still a need to expand information offered in multiple languages to decrease any potential barriers. FRC suggests an accessible online application system be investigated and implemented. Although not everyone may choose to access an online application, it should be an option. Feedback from the customer satisfaction survey indicates that some individuals have difficulty completing paperwork.

Council members are excited about engaging businesses as mandated partners in the implementation of WIOA and will support VR in the outreach and engagement of these stakeholders to meet their needs as well as finding jobs for the citizens of Florida.

Recommendation 5: Counselor Recruitment, Retention

The VR strategic plan SFY 2014–2016 contains a number of important areas that concentrate efforts on developing VR leadership candidates as well as an agency–wide workforce succession management plan. With potential changes from WIOA on staffing, FRC encourages VR to identify new ways to recruit employees while implementing long–term retention strategies. The Council supports VR in their efforts to have the highest level of counselor education and skill level available to support the best practices and quality of care so needed for this vulnerable population. This is critical especially in light of the continued level of counselor turn–over and staff retirement.

The FRC is pleased to see revisions to the new employee training program and an increased number of course offerings in the learning management system (LMS). The professional development will strengthen the VR workforce further and could ultimately improve customer satisfaction of VR services. The FRC also has been a strong proponent of an advocacy curriculum within the counselor/employee training curriculum. Advocacy is an essential element for the success of this program and the Council renews collective efforts to increase understanding of the benefits of customer self–advocacy and the client development of their own Individualized Plan for Employment (IPE). FRC is working with VR on developing this self–advocacy module for system inclusion into LMS.

Recommendation 6: Mediation and Conflict Resolution

The FRC is pleased that Florida VR is one of only a few states that offer ombudsman services to its customers. The FRC continues to promote conflict resolution strategies including mediation prior to formal appeals. These strategies promote the early resolution of conflicts in an effective manner that will restore the relationship and move the rehabilitation process forward for the individual with a disability. The Council encourages VR to separate methods of reporting conflict resolutions to stakeholders for this may emphasize the many avenues open to our customers such as the Ombudsman office, an administrative review, mediation or an appeal.

FRC Strategic Plan Accomplishments

The FRC established its strategic plan in 2011 in accordance with the VR and the Florida Department of Education plans. Progress and areas of success and improvement are reviewed by the Council on an annual basis with new objectives added as appropriate.

Goal 1: To enhance VR Support and Service Systems – The FRC has had an impact on the VR implementation and review of policy and procedures; input on due process conflict resolutions; and increasing customer education and self–advocacy. Through constant opportunities for customers to comment at public forums and through the Market Decisions Survey the Council has provided insights into support and service systems effectiveness and efficiency. The Council focus and areas of concern regarding this goal are further expressed in Recommendations 5 and 6 provided above. FRC looks forward to working with VR on service enhancements and the implementation of best practices as appropriate to strengthen support and service systems within the agency.

Goal 2: To establish and strengthen collaborative strategic partnerships – The Council has developed in the past year a new recognition award for a group of most valued partners, our VR Counselors and front– line staff. It is important to appreciate these dedicated individuals for going above and beyond VR service expectations. The Council also has the annual Stephen R. Wise Award which recognizes a dedicated statewide leader, champion and advocate who embodies the qualities of passion and professionalism through public service making a significant difference in the life for persons with disabilities. Strategic partnerships are enhanced through the quarterly public forum invitation distribution and attendance; FRC member involvement in the Student Advisory Council (SAC) meetings; strategic planning and consortium support of the Florida Developmental Disabilities Council (FDDC) Employment First initiative; and other engagements with strategic partners such as the Florida Rehabilitation Council for the Blind. National level involvement has also been another way for FRC to obtain and increase stronger strategic partnerships and awareness of best practices. We have several Council members who represent Florida on the National Coalition of State Rehabilitation Councils (NCSRC) discussion groups on transitioning youth and the national WIOA implementation; we also had an FRC employee present at the Annual National Summit on VR Performance Management Excellence on the topic of Strategic Partnerships between Councils and VR agencies. The Council focus and areas of collaboration are further expressed in Recommendation 4 provided above.

Goal 3: To advocate for employment of persons with disabilities – The FRC continues to educate the public and legislative delegates on the benefits of hiring individuals living with a disability and the services that VR may provide. The Council is working with communities and VR to expand outreach to employers by offering disability employment information and resources for businesses. The Council focus and areas of collaboration are further expressed in Recommendations 1, 2 and 3 provided above.

Goal 4: To strengthen the management of FRC internal operation – This goal focuses on improving efficiency and effectiveness of the Council functions and program staff, especially during this period of change and WIOA implementation. FRC members discuss and review program budget and expenditures on a regular basis and are working toward streamlining internal processes to increase the efficiency of costs and efforts. Many actions this past year and for the future are focusing on utilizing electronic communication, access and media to educate and inform members as to the needs of VR and the customers we serve. At this time the FRC has 16 members on the Council with a variety of representative members, such as, a member of DOE, a VR Counselor, the Client Assistance Program (CAP), parents, the Florida Independent Living Council (FILC), vendors and CareerSource Florida to name a few. The Council continues to work with the Governors Appointment Office to meet the federal mandates of Council membership and the strategic partnerships represented as required. Communication and collaboration with VR is at its best, yet remains an important focus for FRC staff and members.

In closing, the FRC is focused on furthering the VR mission to help individuals with disabilities find and maintain employment and enhance their independence. The FRC would like to acknowledge the hard work and dedication of the counselors and field staff of VR. The Council will continue its review of VR service delivery through public forums, supporting strong survey initiatives, promoting effective and efficient methods while incorporating best practices and strategically planning with stakeholders. The recommendations identified in this plan are designed to strengthen the efforts of counselors, field staff, and the collective workforce system to employ all customers in competitive jobs of their choice.