Narrative: c. 2.

Innovation and Expansion Activities 

DSHS/DVR plans to use Innovation and Expansion funds for the following activities: 

• Operating support for the Washington State Rehabilitation Council and the Washington State Independent Living Council. 
• Contract for the Washington Occupation/Career Information System to provide career and education information to DSHS/DVR customers to help determine a viable vocational goal and to allow customers to use and store information about their career and educational research. 
• Contract with the University of Washington for the Washington Assistive Technology Act Program to provide access to assistive technology devices to DSHS/DVR customers.

Goal One: Highly Engaged, Diverse, and Skilled Team  

Goal one priorities reflect CSNA results, internal case review results, staff and stakeholder input which challenge DSHS/DVR to provide DSHS/DVR staff with clear performance expectations, training, and working conditions that support their success.  

Measures that will be used to assess progress towards this goal include: 

• Supervisors complete monthly case reviews to assess compliance with standards and best practice implementation.
• Trainees meet post-training competency standards for IPE and eligibility determination timeliness. 

 To achieve this goal, DSHS/DVR establishes the following priorities and strategies:   

 Goal 1, Priority 1: DSHS/DVR staff achieve and maintain mastery in their work.   

• Continue delivering foundational and practical training for field staff through internal training team, and appropriate vendors.    
• Continue onboarding efforts for all new staff, including government-to-government relations and working with American Indian and Alaska Native customers.
• Implement role-specific and topic-specific training as needed, including supported employment best practices,
• Strengthen DSHS/DVR knowledge and application of transition and pre-employment transition services, best practices, and strategies that support positive outcomes.  
• Ensure Equity Diversity Access and Inclusion (EDAI) are a key piece of every training. Utilize an EDAI lens to develop and deliver training, and build a more accessible, inclusive, and equitable community.   

Goal 1, Priority 2: DSHS/DVR excels in key performance indicators.   

• Within our new case management and enterprise performance management systems, establish, track, and monitor key performance measures for all levels of the agency using reports/dashboards easily accessible to staff at all levels.   
• Evaluate, monitor, and coach staff using performance reports. Ensure staff understand program measures and performance targets and the relationship to case practice. Review reports with staff routinely and identify improvement needs and strategies.   
• Utilize staff expertise and feedback, subject matter experts, and partners to continue building a culture of continuous improvement, innovation, and collaboration across DSHS/DVR.  

Goal 1, Priority 3: DSHS/DVR is an employer of choice.   

• Implement the strategies and action items adopted from DSHS/DVR’s recruitment and retention plan to address staffing trends, turnover, and recruitment of under-represented groups among staff, including American Indian/Alaska Native counselors.   
• Maintain options for telework and flexible work schedules and explore options like internship opportunities.   
• Using caseload and fiscal forecasting, analyze the need for additional FTEs, pay scale adjustments, and retention incentives and the fiscal impact of implementing any changes in these areas.  

Goal Two: Safe, Efficient and Secure Operations   

Goal two reflects DSHS/DVR’s commitment to improving the systems and practices that support DSHS/DVR staff and operations, and in turn, affect customer service.  This goal emerged from a State Plan workshop with the WSRC and DSHS/DVR staff. 

Measures that will be used to assess progress towards this goal include: 

• Hold monthly Business Reviews with leadership and program managers to review progress and identify areas in need of improvement.
• Complete analyses and management reports needed for problem solving and performance and compliance monitoring.

 To achieve this goal, DSHS/DVR establishes the following priorities:   

  Goal 2, Priority 1: Establish a data-based reporting framework that supports routine review of program progress and service quality and informs decisions and improvements at all levels.   

• Within our new case management and enterprise performance management systems, build reports/dashboards for DSHS/DVR staff with easy access to performance data at the statewide, regional, unit, and office levels.  
• Develop an informed decision-making model based on the quarterly DSHS/DVR customer satisfaction survey information.  

Goal 2, Priority 2:  DSHS/DVR staff have modern, user-friendly tools that streamline the vocational rehabilitation service model and enhance customer service experience and outcomes.   

• Continue to implement new electronic case management system to include features such as vendor portal, management reports, and system improvements. Maximize usability and efficiency of the updated case management system. 
• Complete implementation of updated internal DSHS/DVR website, including transfer of appropriate information, archiving unused and redundant information, and decommissioning the old internal DSHS/DVR website called iDVR.   
• Streamline electronic signature and electronic forms for core VR processes including transition and pre-employment transition services.   
• Establish a formal IT portfolio management process to include a dashboard that allows staff to see how IT projects are prioritized. 

Goal 2, Priority 3: DSHS/DVR will maintain a safe and accessible work environment to ensure staff and visitors remain safe and secure and business operations are maintained and can recover quickly.  

• Develop an emergency preparedness and recovery plan for all DSHS/DVR standalone facilities, consistent with DSHS and other state policies. Include accident prevention, emergency response and worksite physical security in the scope of the plan.   
• Develop and implement a training plan to address emergency preparedness and recovery operations at DSHS/DVR and co-located facilities. Provide reports on training completion to supervisors.  
• Communicate regularly with staff about workplace safety, updates to safety plans and training requirements and opportunities.  

Goal Three: Customer Service Excellence   

Goal three reflects DSHS/DVR’s focus on providing customer service excellence, including communication, provision of services, and hardware and software necessary to participate effectively in vocational rehabilitation services. Based on Comprehensive Statewide Needs Assessment (CSNA) and Customer Satisfaction Survey findings and partner input, this goal prioritizes the importance of providing quality customer service every time.   

Measures that will be used to assess progress towards this goal include: 

• Increase customer satisfaction rate.
• Increase timely completion of individual plans for employment.
• Increase referrals of customers who identify as American Indian or Alaska Native to Tribal Vocational Rehabilitation programs.

  To achieve this goal, DSHS/DVR establishes the following priorities:   

  Goal 3, Priority 1: Customers experience timely, continuous progress throughout the VR process.   

• Identify and address barriers to timely services and continuous customer engagement practices. 
• Review and modify current case transfer approach to reduce the impact to customers’ case progress when staff transitions, vacancies, or any other case impacts occur.    
• Integrate minimum standard for customer contact as a performance measure. Continue customer response standard to support timely service delivery.   

Goal 3, Priority 2: Individuals with disabilities have just and equitable access to DSHS/DVR services.   

• Continue to improve access to DSHS/DVR services using technology, mobile service locations, translation and interpreter services, transportation services, remote service access and virtual access, and other accommodations.   
• Develop a DSHS/DVR outreach plan targeting unserved and underserved populations in local communities who may not be familiar with DSHS/DVR services. Include customer success stories and communication access (which could include language access and interpreting services) in this outreach plan to promote effective engagement from all possible customers of DSHS/DVR. Ensure all field staff are trained to implement the outreach plan.   
• Strengthen information and referral for general and supported employment customers who need basic services and support to engage effectively with DSHS/DVR and to facilitate their access to workforce development programs.   
• Ensure regular completion of internal 7.01 Government-to-Government policy trainings for all staff. Develop and encourage additional training resources and opportunities for staff to support cultural humility when working with American Indian and/or Alaska Native customers and partners. 
• Outreach to community representatives, including Tribal Vocational Rehabilitation programs, to collect community needs information for the Comprehensive Statewide Needs Assessment.

 Goal Four: Successful Customer Outcomes  

Goal four reflects DSHS/DVR’s focus on providing high-quality services that result in high-quality employment outcomes. Based on Comprehensive Statewide Needs Assessment (CSNA) findings and partner input, this goal prioritizes the importance of supporting customers in high-quality employment which offers the pay and benefits that support financial security and stability.  

Measures that will be used to assess progress towards this goal include: 

• Increase the percent of DVR participants who achieve successful employment outcomes.
• Increase the number of customers enrolled in post-secondary education or training.

 To achieve this goal, DSHS/DVR establishes the following priorities:   

  Goal 4, Priority 1:  DSHS/DVR customers achieve employment in living wage jobs with benefits.   

• Increase percentage of customers with IPEs that include job goals leading to self-sufficiency/financial security (at least 200% of the federal poverty level or greater, based on job type, wages, hours worked per week).   
• Identify career pathways and increase the percentage of customers with IPEs that include post-secondary training and apprenticeships related to employment in their field of study. Support staff in providing these services by providing training to help VRCs better understand how to conduct appropriate vocational assessment and identify vocational goals and simplifying the financial aid process to make it easier to identify unmet need.   
• Assist staff in understanding and developing effective job search and job placement strategies, and tools that are readily available to all customers at the time they are job ready.  

Goal 4, Priority 2: Students are better prepared to pursue career pathways and job goals leading to financial security after high school.   

• Implement transition and pre-employment transition services program, policy, and procedure updates to support high quality outcomes for students and youth, including extended services for those who need supported employment. Streamline roles and responsibilities of staff and provide training and information to staff and partners.   
• Expand the scope and availability of pre-employment transition contractors to increase service options based on statewide needs assessment, school demographics, contract mapping data, and other available resources.  
• Engage with transition partners, students, and families earlier and work towards DSHS/DVR evidence-based transition planning and practices in alignment of IEP and High School and Beyond Plan goals.  
• Increase regional collaboration with individual school districts and tribal education agencies to identify and address gaps in services and Career and Technical Education (CTE) opportunities.  

Goal Five: Strong Business, Partner, and Community Relationships   

Goal five priorities will improve outcomes for individuals with disabilities served by Washington’s workforce development system, as well as other agency partners and DSHS/DVR service providers. As a core WIOA program, DSHS/DVR will contribute its expertise and strengths to maximize outcomes for individuals with disabilities and business customers. These priorities align with the strategic and operational elements of this Combined State Plan and reflect the needs of individuals with disabilities served system wide. 

Measures that will be used to assess progress towards this goal include: 

• Increase the number of business engagement services.
• Establish key performance indicators for Community Rehabilitation Programs. 

  To achieve this goal, DSHS/DVR establishes the following priorities:   

 Goal 5, Priority 1: Strengthen communication, coordination, and collaboration with partners that deliver benefits to customers.   

• Engage with CRPs to encourage higher quality customer outcomes and utilize CRP incentives and rewards.  
• Collaborate with CRPs and identify key performance indicators for high quality outcomes.   
• Collaborate with the Division of Behavioral Health and Recovery to fully implement the Foundational Community Supports inter-local agreement statewide and provide training to relevant staff to meet customer needs for supported employment.  
• Increase collaboration between DSHS/DVR and DSHS’ Community Service Office to improve understanding of services available to mutual customers.  
• Collaborate with Workforce Development Council and WorkSource leadership to increase WorkSource staff capacity and effectiveness in assisting people with disabilities with job search activities. 
• Collaborate with tribal vocational rehabilitation partners to fully implement the Statewide Cooperative Agreement and provide training to relevant staff.​ 

Goal 5, Priority 2: Formalize and implement targeted business engagement efforts.  

• Continue outreach and training for staff and partners to understand business engagement staff roles, responsibilities, and support services.   
• Implement statewide plan establishing expectations and measure outcomes for the business engagement program.   
• Provide technical assistance to employers, partners, and staff on topics such as the use of natural supports, EDAI, and disability etiquette in the workplace.   
• Provide candidate (VR customer) referrals to employers to increase employment opportunities for people with disabilities.