Narrative: a. 5.

WSRC Item 1– May 2022 

The WSRC recommends implementing the Counselor Reassignment Best Practices Checklist as developed by the Policy & Planning subcommittee to support proactive communication with customers when they experience a counselor change. Customers experience significant impacts to the continuity of services when there is a counselor reassignment. The Customer Satisfaction & Program Evaluation subcommittee has received a significant level of feedback over the years in our Customer Satisfaction Surveys, Focus Groups, and Listening Sessions about this issue. 

The primary objective of the checklist is to ensure customers are informed when their case is reassigned and that there is continuous case progress. This recommendation is also in support of Goal One in the 2020-2023 State Plan indicating that Customer Service & Outcomes are DSHS/DVR’s Highest Priority along with the strategies to identify and address barriers, timely services, and continuous case progress throughout the VR process.   

As advocates for DSHS/DVR customers, we believe implementation of a statewide consistent practice will assist in addressing the State Plan goal as well as increase customer satisfaction.

DSHS/DVR Response to WSRC Item 1 

DSHS/DVR has not adopted the Checklist presented by WSRC in full but agrees with the need for a process of consistent communication with customers when there are counselor changes and has modified its case transfer checklist to improve practice. DSHS/DVR acknowledges there has been significant staffing shortages that also impact counselor change. In addition to a plethora of other recruitment efforts, beginning the spring of 2023, DSHS/DVR began recruiting and filling VRC Float positions across local offices. These VRCs work with customers in locations with staff capacity concerns. They provide services remotely and in person, traveling within the region as necessary to meet customers’ needs. This allows for timely service and continuous progress for customers, as offices are getting new staff onboarded and up to speed. DSHS/DVR also implemented automatic replies to outgoing staff emails, so customers know who to contact when their counselor has left the agency.   

 Part of the work of implementing a new case management system was to ensure a standard operating procedure for contacting customers when their case is being transferred. While not yet in place, the new database has capability to automatically produce letters for customers, which can be processed and mailed by support personnel to ensure timely communication. Further, now that the case management system is in place, work is being done to review the operating procedures, processes, and checklists with the goal of aligning a non-paper procedure with field practice and the new management system that can be trained to all staff.   

WSRC Item 2 – April 2023

The WSRC recommends implementation of Rapid Engagement as a best practice to maximize the likelihood that customers will be active participants throughout the VR process. As part of Council responsibilities, we administer a quarterly customer satisfaction survey to customers in the following case status. One of the questions that we ask in the survey is “DVR moves quickly enough for me”, and consistently it is the lowest rated score on the survey. In FFY22 the statewide results for this question range from 58-62%. In support of this recommendation, we encourage technology modernization including implementation of digital and/or electronic signatures as well as advancing records retention technology such as email to text and cell phone to text. 

DSHS/DVR Response to WSRC Item 2 

DSHS/DVR agrees with the recommendation to implement Rapid Engagement best practices to improve continuity, efficiency, and meaningful customer engagement in services. In response to the WSRC led Rapid Engagement Listening Sessions, DSHS/DVR authorized and implemented an electronic signature and forms management system called DocuSign in August of 2023. This implementation was an explicit recommendation following these listening sessions. DocuSign allows for filling out forms digitally and digital signature on various DVR forms:  Applications, consent forms, Eligibilities, Plans for Employment, and other DSHS/DVR forms to be completed in real time, and facilitates expedited services. This has significantly reduced the administrative burden of gathering physical signatures from staff, customers, partners, and families. We continue to expand these electronic forms management system to add various forms and are planning the transition and Pre-ETS implementation. At the time of writing 1,491 forms have been signed using the new system. In addition to electronic signature, DSHS/DVR field leadership have also encouraged meaningful engagement and using counselor judgement when applicable for processes like determining eligibility, completing a timely IPE, and determining the nature and scope of available services, and the provision of these services.   

DSHS/DVR trains staff on critical and flexible strategies without compromising responsibilities of VR counselors at key points in the DSHS/DVR process. Staff conducted in-person statewide training on Washington Administrative Code for all field staff with the goal of providing staff autonomy, authority, and consistent practices to contribute to customer retention, timely provision of needed and valued services, as well as long-term success and customer satisfaction. These successes are expected to improve agency performance, maximize expenditure of available funds, and increase provision of pre-employment transition services.   

Critical organizational change management and culture shifting has been underway at DSHS/DVR in order to better support the above listed efforts.