Narrative: o. 1.

DSHS/DVR has established four goals to assure that high-quality services are provided to both job seekers with disabilities and to Washington’s businesses. The methods by which these services will be provided, and maximized within available resources, are described in this section.

These strategies reflect in-depth analyses of DSHS/DVR customer service data, statewide demographic data, Comprehensive Statewide Needs Assessment (CSNA) findings, research conducted by the Workforce Training and Education Coordinating Board (WTECB), and the ongoing input and recommendations from the Washington State Rehabilitation Council (WSRC).

Duplication of activities, strategies, and methods in the sections which follow is intentional; the coordinated efforts of Workforce Innovation and Opportunity Act (WIOA) core programs to improve services to job seekers with disabilities and Washington’s business community are not mutually exclusive. As an active core partner, DSHS/DVR will fully leverage all available resources to maximize the labor market engagement, self-sufficiency, and independence of all Washingtonians with disabilities.

Strategies to Achieve Goals & Priorities

Goal One: Customer Services and Outcomes are our Highest Priority

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

Goal One, Priority One: Strategies

• Identify and address barriers to timely services and continuous progress for customers throughout the VR process. (This strategy will begin in PY 20 and continue through PY 22)
• Establish an approach for reducing the impact to customers’ case progress when staff transitions and vacancies occur. (This strategy will begin in PY 22 and continue through PY 22)
• Integrate customer contact and response standards as performance measures for VR counseling staff. (This strategy will begin and end in PY 23)

Goal One, Priority Two: DVR Customers achieve employment in living wage jobs with benefits.

Goal One, Priority Two: Strategies

• Increase rate 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). (This strategy will begin in PY 21 and continue through PY 22)
• Identify career pathways and increase the rate of customers with IPEs that include post-secondary training resulting in employment in their field of study. (This strategy will begin in PY 22 and continue through PY 23)
• Develop effective job search and job placement assistance and/or services that are readily available to all customers at the time they are job ready. (This strategy will begin in PY 21 and continue through PY 22)

Goal One, Priority Three: Students are better prepared to engage in VR services after high school.

Goal One, Priority Three: Strategies

• Pre-ETS are available in all areas based on statewide needs assessment, school demographics, and contract mapping data. (This strategy will begin in PY 20 and continue through PY 23)
• Lead collaboration with individual school districts to identify gaps in services and CTE opportunities. (This strategy will begin and end in PY 23)
• Engage with transition staff, students, and families earlier and work toward alignment of IEP and High School and Beyond Plan goals. (This strategy will begin in PY 22 and continue through PY 23)

Goal One, Priority Four: Individuals with disabilities have equitable access to DVR services.

Goal One, Priority Four: Strategies

• Improve access to DVR services through the use of technology, mobile service locations, translation and interpreter services, transportation services, or other accommodations. (This strategy will begin in PY 20 and continue through PY 23)
• Develop a DVR outreach plan targeting under-represented populations in local communities that may lack awareness or understanding of DVR services. (This strategy will begin in PY 21 and continue through PY 22)
• Strengthen information and referral for those who need basic services and support to engage effectively with DVR and to facilitate access to workforce development programs. (This strategy will begin in PY 22 and continue through PY 23)

Goal Two: Motivate and Inspire High Performing Staff

Goal Two, Priority One: DVR staff achieve mastery in their work.

Goal Two, Priority One: Strategies

• Deliver core training in basic rehabilitation practices for field staff through VR Institute and regional trainers. (This strategy will begin in PY 20 and continue through PY 23)
• Expand new VRC cohort program to all regions to reinforce VR counseling principles and practices among newer counseling staff. (This strategy will begin and end in PY 20)

• Strengthen DVR knowledge and application of transition planning and practices that support positive outcomes. (This strategy will begin in PY 22 and continue through PY 23)

Goal Two, Priority Two: DVR excels in key performance indicators.

Goal Two, Priority Two: Strategies

• Establish, track and monitor key performance measures for all levels of the agency using reports/dashboards easily accessible to staff at all levels. (This strategy will begin in PY 20 and continue through PY 21)
• Evaluate, monitor, and coach staff using performance reports. (This strategy will begin and end in PY 23)
• Build capacity and skills throughout DVR for continuous improvement and innovation. (This strategy will begin and end in PY 22)

Goal Two, Priority Three: DVR is an employer of choice.

Goal Two, Priority Three: Strategies

• Develop a recruitment and retention plan to address staff patterns, turnover, and recruitment of under-represented groups among staff.  Plan will acquaint managers with targeted recruitment strategies, reasonable accommodations, training and cultural competencies that foster a diverse and inclusive work environment. (This strategy will begin in PY 20 and continue through PY 21)
• Increase options for telework, flexible work schedules, and part-time. (This strategy will begin and end in PY20)
• Adopt and implement a staff recognition approach. (This strategy will begin in PY 20)

Goal Three: DVR Collaborates with Businesses and Partners that Deliver Benefits to Customers

Goal Three, Priority One: Strengthen communication and collaboration with partners that deliver benefits to customers.

Goal Three, Priority One: Strategies

• Collaborate with CRPs on contract changes that incent/reward higher quality outcomes based on established outcome measures. (This strategy will begin in PY 20 and continue through PY 21)
• Increase collaboration with and understanding of services available to DVR-Community Service Office mutual customers. (This strategy will begin and end in PY 22)
• Collaborate with DBHR to fully implement FCS inter-local agreement statewide. (This strategy will begin in PY 20 and continue through PY 21)
• Collaborate with WorkSource leadership to increase WorkSource staff capacity and effectiveness in assisting people with disabilities with job search activities. (This strategy will begin in PY 20 and continue through PY 23)

Goal Three, Priority Two: Formalize and implement targeted business engagement efforts.

Goal Three, Priority Two: Strategies

• Define business engagement staff roles and responsibilities for education, training and outreach to employers. (This strategy will begin and end in PY 20)
• Develop statewide plan establishing expectations and measure outcomes for the business engagement program.  (This strategy will begin and end in PY 20)
• Provide technical assistance to employers on the use of natural supports in the workplace. (This strategy will begin and end in PY 23)

Goal Four: Improve DSHS/DVR’s Systems & Performance

Goal Four, Priority One: Establish a reporting framework that informs decisions and improvements at all levels.

Goal Four, Priority One: Strategies

• Build reports/dashboards for DVR managers with easy access to performance data at the statewide, regional, unit, and office levels. (This strategy will begin in PY 20 and continue through PY 21)
• Develop a reporting framework and database for overall agency reporting. (This strategy will begin in PY 21 and continue through PY 22)
• Full implementation of DVR customer satisfaction survey. (This strategy will begin and end in PY 20)

Goal Four, Priority Two: DVR Staff have modern, user friendly tools that streamline their work.

Goal Four, Priority Two: Strategies

• Modernize DVR’s electronic case management system. (This strategy will begin in PY 20 and continue through PY 22)
• Update and enhance the content and usability of the iDVR website to provide staff with easy access to clear, up-to-date program, policy, and administrative information. (This strategy will begin in PY 21 and continue through PY 22)
• Implement new application to document Pre-ETS participant information and consent to participate in services and allow use of personal data for service delivery and reporting. (This strategy will begin in PY 22 and continue through PY 23)
• Establish a formal IT portfolio management process to include a dashboard that allows staff to see how IT projects are prioritized. (This strategy will begin and end in PY 20)