Narrative: a. 1.

The West Virginia Division of Rehabilitation Services (DRS) received input from the West Virginia State Rehabilitation Council (SRC) members and chairperson regarding the Unified State Plan to be submitted by the Workforce Innovation and Opportunity Act (WIOA) partners in 2020. The input and the agency responses are reported below.

Observation 1: The partnership between WV DRS and the Department of Education is imperative for the successful Pre-Employment Transition Services (Pre-ETS) of high school students evolving into the workforce.  To reinforce this partnership, there is a profound need for preserving open communication.  This will assure students are referred to vocational rehabilitation at a younger age and have a more 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 2: A priority for Vocational Rehabilitation is reaching students during their secondary education (9th – 12th grades.)  This is imperative for our youth as they start early in identifying their career paths.  The creating of an Individual Plan for Employment (IPE) early to outline a student’s vocational goal area and necessary services needed to support this goal is important.   This provides a direction for a student’s success when transitioning from high school to the next phase of life whether continuing their education or entering the workforce.  The agency has VR counselors assigned to all secondary schools in West Virginia with offices physically located in several high schools in West Virginia.

Once students are preparing to leave the secondary school system and move forward into higher education the students, their parents and advisors/counselors may not be fully aware of services available through WV DRS. Placing Pathways banners at all West Virginia high schools has helped to increase awareness of available transition resources for students. 

Recommendation: The WV SRC recommends that WV DRS continue working with high schools and/or vocational schools to establish VR offices to be physically located on additional campuses of our schools.  DRS will continue to improve outreach and access to services for children in non-traditional educational settings. This would provide access to VR counselors for assistance to those students and their families to secure services at an earlier age, as funding allows. 

Observation 3: The Council is very impressed with the success of the Career Exploration Opportunities (CEO) Program for youth between the ages of 14 and 21 that was conducted throughout West Virginia during the summer of 2019. Based on the Pre-ETS concept, the summer program provided students with the tools and information in seeking long-term career success.  The program provided Job Exploration Counseling, Workplace Readiness Training, Counseling on Postsecondary Education Opportunities, and Instruction in Self-Advocacy.  Vendors provided and/or completed all training materials, space, training, participant pre- and post-assessments, attendance logs, and summary report at completion.  

Recommendation: The WV SRC recommends the CEO Program be continued, as funds allow, to provide transitioning students with the opportunity to become educated and experience their career paths.  This will also provide WV DRS additional resources while developing relationships and growing referral networks with employers throughout the State. 

Observation 4: Identifying Community Rehabilitation Programs (CRPs) and other service providers who can optimize an individual’s independence and provide supports in helping someone maximize their employment opportunities is a valuable resource.  These programs can help individuals achieve their employment goals, aid in career choices & advancements and help in overcoming obstacles. 

Recommendation: The WV SRC recommends WV DRS assure current lists of CRPs and service providers are available for students and/or their supports to make an informed, individual choice to aid them in future planning be available on the Agency website, from school counselors or VR counselors.  

Observation 5: Integrating and coordinating with WIOA partners in the Workforce Development System is a priority to achieve unified goals.  The Agency participates and organizes meetings and events to demonstrate a common mission and vision between partners to increase opportunities for employment for people with disabilities.  

Recommendation: The WV SRC recommends continuing to participate in the joint functions and provide educational and networking opportunities whenever the occasion arises. Disseminating brochures, signage and/or informational materials is suggested. 

Observation 6: Business owners and managers are continually seeking employees who want to work; however, businesses may not know how to remove barriers.  In many instances, businesses are not aware of the technical assistance, ADA training, on the job accommodations, supported employment options and financial benefits that might be available through the Workforce Development System. 

Recommendation: The WV SRC recommends educating businesses on the advantages their company may experience having hired a person with a disability is the foremost important detail when considering hiring a person. Conducting workshops, having power point/video presentations, disseminating quality brochures and resource guides for a company’s management & staff is paramount. Creating an email blast for a concise one- or two-page monthly newsletter for West Virginia businesses, highlighting success stories, training incentives and recognizing businesses who have hired or been long time supporters for hiring people with disabilities is an effective tool to market WV DRS.  

Observation 7: Educating the general public regarding the WV DRS to ensure knowledge and the continuum of agency services and programs is crucial. The agency utilizes their website, newspaper articles, statewide magazine advertisements, community events, social media and public broadcasting to bolster awareness of WV DRS in all areas of the state. 

Recommendation: The WV SRC recommends this practice be continued with an emphasis directed to our underserved areas of the State.

Observation 8: West Virginia’s demographics and cultural backgrounds can be challenging; therefore, communication must be innovative.  Finding the most efficient avenue to educate students and their families regarding available WV DRS services and programs is an ongoing obstacle. Effective, beneficial communication is a key factor.  

Recommendation: The WV SRC recommends that WV DRS:

• continue to keep students and their families abreast about services and programs offered by the agency using more social media and community transition events: and,
• increase the visibility and access of VR staff assigned to their respective schools by making school presentations, using VR displays, exhibiting posters in prominent locations and having an increased presence at Individual Education Plans (IEPs) and other transition planning meetings.

Observation 9: The agency expects an influx of youth who have drug and/or alcohol related issues and will need services in the future.  The agency is not only concerned about the youth having substance related disorders of their own, but also the long-term effects of prenatal opiate exposure. This will be an area that will require VR staff to have more diverse training in these specialized programs and skill sets.

Recommendation: The WV SRC recommends that the Agency continues to provide staff with the training and technical assistance needed to expand their knowledge of drug addiction related diseases and adverse childhood experiences that will affect transition services (ACES.)  

Observation 10: The national trend focusing on working more closely with disabled individuals who are within the corrections system, WV DRS has implemented a position for a Behavioral Health and Corrections Specialist.  The focus will be on individuals with mental illness and/or other cognitive disabilities.  

Recommendation: The WV SRC recommends that the Agency continue to strengthen and expand relationships with the Behavioral Health and Corrections communities for individuals with disabilities who are served in the correctional system. 

Observation 11: Transportation issues are persistent not only in WV, but nationally.  The lack of personal and public transportation in many areas of West Virginia continues to be an ongoing challenge.  WV DRS offers varying opportunities for instruction in learning to drive when barriers are present.  All West Virginia high schools currently offer their students driver’s education classes. For adults who have lost their driver’s license, regaining them may be difficult due to the law and their ability to reimburse the system the required fees.

Recommendation: Individual Plans for Employment (IPEs) should include driver’s education assessments for students with disabilities who may require accommodations in order to drive.  This may require:

• occupational, developmental visual evaluations;
• driver education instructors in the state being supplied with the information available outlining the agency’s driving program that offers technical and adaptive support or training; and,
• ensuring WV DRS counseling staff are knowledgeable of advocacy resources available to individuals who need assistance in regaining provisional licenses for driving privileges and continuing to provide transportation assistance when necessary for employment purposes.

Observation 12: As funding allowed, WV DRS has conducted VR State Conferences. Speakers from a myriad of areas have been brought to these conferences to expand knowledge, update staff on new regulations, changes in the law, motivate employees and bring new creative ideas for program and service delivery.  These conferences also provided the opportunity for the VR staff from throughout the state to spend several days sharing experiences, hearing state and national issues, talking with guest speakers while networking with administrative staff and their peers to have a better understanding of Agency workings.

Recommendation: The Council encourages promoting team building and giving the opportunity for an educational experience to enhance job performances.  This is vital to the continuing success of the Agency and enriching staff. The Agency Quality Assurance (QA) professionals should keep staff well advised of ongoing emerging practices, policy changes and trends in the respective districts. Partnering with other agencies for joint conferences will also strengthen VR best practices.

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. WV SRC conducts the consumer satisfaction surveys (with full DRS assistance and cooperation). WV SRC 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.

WV SRC 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 2019 Consumer Satisfaction Survey of DRS Clients as reported by WV SRC are presented below.

The latest consumer satisfaction report, entitled, Consumer Satisfaction: Report of Survey Findings, was prepared by the WV SRC in December 2019. The findings were based on consumer satisfaction information gathered from 150 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.

Responses for the 2019 survey, overall, are slightly higher than the reported satisfaction in previous years. The mean rating across the ten satisfaction items is 80% for 2019 versus 78% mean rating for 2018 and 76% for 2017.

The data generally show that those whose cases are closed as “unsuccessful” (i.e., closed without an employment outcome) are less likely to report high levels of satisfaction with the services they received. This year, while that pattern held, the observed differences were slightly less extreme than in previous years. This year, the mean rating for the “successful” group (i.e., closed with employment) was 96% versus a mean rating of 65% for the “unsuccessful” group.

Major findings of the consumer satisfaction survey include: respondents felt that their rehabilitation counselor treated them with respect (78%), their questions were answered clearly by DRS (83%), they were involved in their plan development (74%), their counselor stayed in contact so they knew what was happening (79%), and they received the services they needed (72%). Respondents also reported that they knew what each step of their IPE would be (85%) and their counselors told them about job opportunities (89%). Consumers also reported high ratings for accessibility of local offices (89% gave an "Above Average" or "Excellent" rating), their counselors (83%), and the overall experience with DRS (79%).

The consumers were asked to recall which client’s rights information had been explained to them. There were 121 individuals who responded that at least one right had been explained (81% 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 (92%) and (2) choice of how services were provided (74%). When asked about needs that were not met by rehabilitation services, 64 of the 113 consumers who responded to this question reported that they had no additional needs (57%). Consumers who did report additional needs most commonly requested education/training, employment–related services, medical services, and financial services.

The survey participants were asked for comments on their experience with DRS. A total of 69 people provided feedback to this question. Of these, 29 expressed praise or gratitude for DRS services, 19 made other statements of explanation or inquiry, and 21 offered criticism. Overall, the level of satisfaction reported for the period continues to be high, as the overall satisfaction increased from 78% to 80%. 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 WV SRC 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 78 returned surveys. Overall, youth satisfaction was equivalent to the responses of the whole group, at 80%. Transitioning youth respondents felt that their rehabilitation counselor treated them with respect (79%), their questions were answered clearly by DRS (78%), their counselor stayed in contact so they knew what was happening (76%), and they received the services they needed (73%). Youth respondents also reported that they knew what each step of their IPE would be (86%), DRS counselors helped them develop a plan to get a job (75%), and their counselors told them about job opportunities (90%). Transitioning youth also reported high ratings for accessibility of local offices (90% gave an "Above Average" or "Excellent" rating), their counselors (84%), and the overall experience with DRS (81%).

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 2020, 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 14 attendees at the sessions. Several questions and comments were posed during the meetings. These included questions regarding 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) 2020 VR section of the Unified State Plan, DRS posted a draft version on the agency’s website for review.