Narrative: d. 2. G. i.

DUAL CUSTOMER DESIGN Vermont’s dual–customer approach considers both individuals with disabilities and the business community as key customers of the Vocational Rehabilitation program. To that end, Vermont DVR has established a cadre of Business Account Managers across the state whose primary responsibilities are to develop and sustain relationships with the businesses in their respective communities. The Business Account Managers also facilitate local Employment Teams made up of the various employment programs serving Vermonters with disabilities. The Employment Teams are designed to improve collaboration between programs and streamline employer outreach in order to maximize resources and increase opportunities for candidates served by the Vocational Rehabilitation program.

In addition to the Business Account Managers, Vermont DVR contracts Employment Consultants who provide placement services and assistance to individual candidates, including retention services. These Employment Consultants, in concert with their respective Business Account Managers, are in the community developing contacts and establishing relationships with businesses of all sizes. Due to the rural nature of Vermont, and the fact that trusting relationships are built over time, Vermont has successfully developed ways to track employer engagement. EMPLOYER DATA Tracking employer outreach is maintained utilizing Salesforce, a Customer Relations Management (CRM) solution used by many large corporations. All Business Account Managers and Employment Consultants enter information into this system. The information is transparent to everyone and only business information, not client information, is captured. To track employer engagement, the following information is gathered:

Opportunities: Opportunities are defined as any activity, paid or un–paid, offered by a particular business. These activities range from informational interviews and job shadows, to short–term work experiences and paid employment. All opportunities are captured for each business.

Contacts: Contacts are defined as the individuals in a business with whom Employment Consultants and/or Business Account Managers have developed a relationship. In many cases these contacts are Hiring Managers, Owners and Supervisors.

Activities: Each time an Employment Consultant or Business Account Manager interacts with a contact, an activity note is entered into Salesforce. This allows all Employment Team members to see a running history of conversations and activities with that business.

IMPLICATIONS FOR DVR CUSTOMERS Business outreach has been a priority for Vermont DVR because: 1. In developing relationships over time, we are able to position ourselves as a staffing service with a variety of options for businesses to consider; 2. Coordinated business outreach, captured in Salesforce, allows for greater variety in the kinds of businesses we are meeting, and the concurrent variety in opportunities for DVR candidates; 3. Gathering information on businesses willing to offer worksite experiences, company tours, and informational interview, will better support career exploration and skill development for both adults and students; 4. Our business partners can support Pre–Employment Transition Services activities in schools, including practice interviews, company tours and overviews, and identifying summer employment opportunities; 5. Business partners can support the work of our in–school Transition Counselors, providing information on industry trends, skill requirements and other factors related to particular employment sectors; 6. By engaging businesses in working with students, the students will have a better understanding of their local labor market through work experiences, job shadows and paid employment. This in turn should prepare them for transition to either post–secondary education or employment.