Narrative: a. 1.

The West Virginia Division of Rehabilitation Services (DRS) received input from the West Virginia State Rehabilitation Council (SRC) members and chairman regarding the Unified State Plan to be submitted by the Workforce Innovation and Opportunity Act partners in 2016. The input and the agency responses are reported below.

Observation 1: The agency should strive to educate the general public regarding the WV DRS office locations to ensure knowledge and the continuum of agency services and programs. The agency has utilized newspaper inserts, community events and public broadcasting as a means to assure awareness of the available services within WV DRS in all areas of the state.

Recommendation: The WV SRC recommends this practice be continued with a continuing emphasis directed into underserved areas of the State.

Observation 2: Reaching students prior to their junior and senior years is imperative in establishing an Individual Plan for Employment (IPE) outlining available options and securing those programs and services are in place as the student transitions into their next phase of life is a priority for WV DRS. The agency currently has VR counselors with offices physically located in high schools in West Virginia - Cabell Midland, Huntington High, Parkersburg South, Brooke High School, Wheeling Park High School and John Marshall High School.

Uncertainties continue that once students are preparing to leave the secondary school system and move forward into higher education that students, parents and their advisors/counselors, the students may not be fully aware of services available through DRS.

Recommendation: The WV SRC recommends working with four (4) to six (6) additional high schools and/or vocational schools to establish VR offices to be physically located on the campus of those selected schools. This would provide more assistance to those students and their families in an effort to gain applicants for services at an earlier age.

Observation 3: With the demographics and cultural backgrounds of West Virginia, effective communication must be innovative. Finding the most efficient avenue to educate students and their families regarding available WV DRS services and programs is a continuing challenge. Effective, good communication is a key factor.

Recommendation: The WV SRC recommends that WV DRS:

-submit articles for school newsletters for educating individuals on services and programs that are available;

-design a one page handout to be included with registration packets disseminated to students at the beginning of each school year; and,

-prepare articles for the distribution in state newspapers when highlighting special areas, such as Education, Business, Employment and other sections or avenues of interest for WV DRS to illustrate services and programs offered by the agency.

Observation 4: Ahead of the national trend, WV DRS has made and continues a concerted effort on making transition a priority. Establishing and maintaining partnerships within the secondary school system and institutions of higher education is essential.

The formation of a committee to assist in the development of a plan to educate institutions of higher education throughout West Virginia could strengthen these relationships. This committee comprised of WV DRS staff, WV SRC members, educators and other pertinent parties should survey those bodies for their awareness and then provide assistance in enhancing communication and relationships so that students needing the services can be better served.

Recommendation: In this continuing quest to assure that students with disabilities, parents and their advisors/counselors, are cognizant of the services and programs offered through WV DRS, the Council recommends this committee be implemented to enhance the relationship with the institutions of higher education to assure students are knowledgeable of all services, programs, technology and adaptations to reach their employment outcomes upon completing their education.

Observation 5: To assist in providing continuing education to WV DRS counselors and school personnel, the agency has partnered with the Department of Education to establish a strong link between WV DRS and the school system. This link will continue to serve as a vital component in the referring of students at a younger age having an informed understanding of community based services offered by WV DRS.

Recommendation: The WV SRC recommends this component be continued to strengthen knowledge of policies, referral processes as well as emerging trends and practices on an annual basis.

Observation 6: Transportation issues continue to be a state and national concern. The lack of personal and public transportation has been a repeated challenge. WV DRS offers varying opportunities for instruction in learning to drive when barriers are present. All high schools currently offer their students driver’s education classes.

Recommendation: Considering the long term goal for all students is to be employed, the Council suggests that VR counselors stress the IPE include driver’s education training for students with disabilities. This may require occupational and/or developmental visual evaluations may be beneficial. The driver education instructors working need to be supplied with the WV DRS driving program for technical and adaptive support or training.

Observation 7: In looking toward the future, the agency expects an influx in the next few years of youth having drug and/or alcohol related issues and needing services. This will be an area to have specialized programs and skills.

Recommendation: The WV SRC recommends that the Agency provide staff with the training and technical assistance needed to expand their knowledge of drug addiction related diseases.

Observation 8: With the national trend focusing to work more closely with individuals who are within the corrections system who have disabilities, WV DRS has implemented a position for a Behavioral Health and Corrections Specialist. This Specialist will focus on youth with mental illness, ADD and learning disabilities to name a few who do not get along in society. Although the agency already works with the juvenile detention programs, providing more in depth early intervention services to this underserved group of individuals will be of benefit.

Recommendation: The WVSRC recommends that the Agency continue to establish relationships with the Behavioral Health and Corrections communities in order to expand services to those individuals with disabilities being served by these Agencies.

Observation 9: The agency is constantly striving to compensate for the growing numbers of staff reaching retirement age and the void left in not only the job vacancy, but the knowledge lost as these individuals leave. During the past several years, select employees have been chosen to attend the National Rehabilitation Leadership Institute Executive Leadership Seminar Series year long experience.

The mission of this leadership program is to enrich the leadership vision, knowledge and skills of rehabilitation leaders, through a powerful organizational learning experience that reinforces passion, learning, creativity, and strategic thinking in the public program of vocational rehabilitation. The Institute offers the opportunity for rehabilitation leaders in public programs of vocational rehabilitation across the nation to enrich their knowledge, skills, and understanding to meet the constantly changing needs and expectations of their consumers, employers and community partners.

This national program provided the opportunity for those individuals to work in teams with staff from other states on assignments and tasks to broaden their learning curve, to make a blueprint of potential programs or services and bring new or critiqued philosophies to West Virginia.

Recommendation: The Council strongly recommends the agency continue sending staff to this invaluable training opportunity to help strengthen the evolution of staff and future leadership of the agency.

Observation 10: WV DRS conducts a VR State Conference annually. Speakers from a myriad of areas are brought to this conference to expand the knowledge and bring new creative ideas for program and service delivery. This conference provides the opportunity for the VR staff from throughout the state to spend three (3) days sharing experiences, issues and talking with guest speakers and administrative staff.

Recommendation: Promoting team building and giving the opportunity for an educational experience enhancing job performance is vital to the continuing success of the agency and enriching staff development. The Council strongly encourages the agency to continue this means of edification and reinforcement for staff.

Observation 11: In the past, the agency conducted an interagency Emerging Leaders Program designed to help staff who were interested in management positions to become better informed in all facets of the day to day operations of DRS. This program was intended to give in depth training in all management areas to prepare interested staff as job opportunities became available.

Recommendation: The Council highly recommends the Emerging Leaders Program training be reinstated to assure qualified individuals are prepared to assume these positions as seasoned staff retire or leave the agency.

CONSUMER SATISFACTION

As part of its program improvement efforts, DRS continues to support the implementation of consumer satisfaction surveys of its clients to ensure quality services for DRS consumers. WVSRC conducts the consumer satisfaction surveys (with full DRS assistance and cooperation). WVSRC is primarily responsible for completion of the consumer satisfaction survey for VR consumers. DRS continues to provide and supplement fiscal and human resources needed for its successful completion.

WVSRC members selected a survey method that allows former DRS clients and individuals who were not accepted for VR services to be contacted via mail surveys as soon as they exit DRS from various VR statuses throughout the fiscal year. Selected Highlights of the 2015 Consumer Satisfaction Survey of DRS Clients as reported by WVSRC are presented below.

The latest consumer satisfaction report, entitled, Consumer Satisfaction: Report of Survey Findings, was prepared by the WVSRC in January 2015. The findings were based on consumer satisfaction information gathered from 488 responses across the six DRS districts. Respondents to the consumer satisfaction survey were asked to rate their agreement with statements about their interactions with DRS. The ratings were "strongly agree," "agree," "neutral," "disagree," and "strongly disagree.” Respondents were provided an option to indicate replies that were neutral or that the survey item was not applicable.

Overall, the level of satisfaction remains high despite a slight decrease from the previous results. This may be due to a 35% reduction in the number of respondents coupled with a larger number of respondents with unsuccessful case closures. Most often, consumers whose cases were closed successfully report higher levels of satisfaction than those who were closed as unsuccessful. Major findings of the consumer satisfaction survey include: respondents felt that their rehabilitation counselor treated them with respect (92%), their questions were answered clearly by DRS (89%), they were involved in their plan development (76%), their counselor stayed in contact so they knew what was happening (85%), and they received the services they needed (84%). Respondents also reported that they knew what each step of their IPE would be (83%) and their counselors told them about job opportunities (74%). Consumers also reported high ratings for accessibility of local offices (92% gave an "Above Average" or "Excellent" rating), their counselors (90%), and the overall experience with DRS (86%).

The consumers were asked to recall which client’s rights information had been explained to them. There were 409 individuals who responded that at least one right had been explained (84% of the sample). Most individuals indicated that they had received several rights explanations. The most commonly explained rights to consumers were (1) their participation in developing the rehabilitation plan (88%) and (2) choice of how services were provided (74%). When asked about needs that were not met by rehabilitation services, 271 of the 364 consumers who responded to this question reported that they had no additional needs (74%). Consumers who did report additional needs most commonly requested education/training, employment-related services, medical services, and transportation-related services.

The survey participants were asked for comments on their experience with DRS. A total of 331 people provided feedback to this question. Of these, 183 expressed praise or gratitude for DRS services, 30 made other statements of explanation or inquiry, and 42 offered criticism. Overall, the level of satisfaction reported for the period continues to be high, though the overall satisfaction decreased from 92% to 86%. To maintain high quality of services and promote a greater satisfaction level for our consumers, DRS welcomes and considers compliments, complaints, suggestions, and recommendations that our clients reported in the consumer satisfaction survey.

The WVSRC and DRS were also interested in examining the pattern of responses for transitioning youth (clients who were age 24 or younger). Youth surveys were color-coded so the participants could be isolated. Their responses formed a subset of 86 returned surveys. Overall, youth satisfaction remained lower than the responses of the whole group. Transitioning youth respondents felt that their rehabilitation counselor treated them with respect (86%), their questions were answered clearly by DRS (79%), their counselor stayed in contact so they knew what was happening (73%), and they received the services they needed (71%). Youth respondents also reported that they knew what each step of their IPE would be (76%), DRS counselors helped them develop a plan to get a job (69%), and their counselors told them about job opportunities (66%). Transitioning youth also reported high ratings for accessibility of local offices (80% gave an "Above Average" or "Excellent" rating), their counselors (79%), and the overall experience with DRS (74%).

STRATEGIC PLANNING

Strategic planning discussions occur on a monthly basis at DRS Executive Management Group meetings, which include representatives of the SRC and Statewide Independent Living Council (SILC). Needs assessment results are shared with the SRC and SILC. DRS Goals and Priorities were presented at meetings of the SRC, where the SRC has opportunities for input. The SRC meetings include a variety of stakeholders, including representatives from the Client Assistance Program, SILC, and other state agencies.

In January 2016, DRS held public “Q and A” Sessions in Morgantown, WV and Charleston, WV to receive comments and questions from VR stakeholders pertaining to the Vocational Rehabilitation section of the Unified State Plan. There were a total of 27 attendees at the sessions. Several questions and comments were posed during the meetings. These included questions regarding changes due to the implementation of the Workforce Innovation and Opportunity Act (WIOA), outreach and marketing efforts by DRS, and how DRS is serving high school students with disabilities under WIOA.

To ensure transparency and public awareness regarding the Program Year (PY) 2016/FY 2017 VR section of the Unified State Plan, DRS posted a draft version on the agency’s website for review.

SRC INPUT ON THE PROPOSED CLOSURE OF ORDER OF SELECTION CATEGORY 2 AND CHANGES TO THE DRS TRAINING FEE SCHEDULE

The West Virginia State Rehabilitation Council (WV SRC) was advised, deliberated, and approved the proposed closure of Order of Selection Category 2 and the changes to the training fee schedule during the December 7^th, 2017 WV SRC Council meeting. The Council understands this decision would place people with significant disabilities on a waitlist for services.

The Council further understands the human and fiscal resource constraints the WV Division of Rehabilitation Services (WV DRS) is facing that have resulted in making this decision. The WV SRC hopes that additional funding can be identified in the future so that more West Virginians with disabilities can be removed from the waitlist and served by the Vocational Rehabilitation system.

The Council appreciates the WV DRS staff explaining this issue in detail with our members ensuring we have a clear interpretation of the closure. As always, the Council supports the Agency and will strive to assure the mission and vision of the Agency and Council are achieved.