Surveys and Assessments
Among the WSRC’s most labor intensive and informative mandates is to undertake two major surveying and assessment efforts to collect and analyze original data. The first is to conduct a survey for the purpose of assessing the satisfaction of customers with services offered by the Division of Vocational Rehabilitation. The second is to collaborate with the Division of Vocational Rehabilitation in the development and implementation of a statewide needs assessment.
In 2006 members of the Customer Satisfaction & Program Evaluation committee began the process of designing two survey instruments to assess customer satisfaction with DVR services. After a lengthy process of refining the tools, working with DVR to gain access to an appropriate sampling of customers, sending out surveys and reminders, collecting data and analyzing it, members of the WSRC submitted our final survey recommendations in April of 2007 to DVR’s Senior Leadership team. Links to the survey tools and recommendations can be found at the bottom of the page. Between April of 2007 and January 2008 the Washington State Rehabilitation Council allocated time at our quarterly meetings for ongoing dialogue with leaders in the Division to learn more about actions taken as the result of our recommendations.
Conducting our own survey of customer satisfaction is not the singular way the Council solicits input from customers. DVR sends out a customer satisfaction survey of its own at the time when a customer’s case is closed, whether closed after being “successfully rehabilitated” or closed without securing employment. Members of the Council have access to that survey data. Also, each quarter as a regular feature of our public meeting we seek public comment from customers and other stakeholders to provide insight regarding satisfaction with services and partnerships.
More recently, the Council and DVR have undertaken the process of developing and conducting a comprehensive needs assessment which will inform the priorities for service delivery from the Division of Vocational Rehabilitation in the mid to long term. This is an even larger project than developing and conducting our customer satisfaction surveys because it involves a range of activities and the engagement of multiple partners. Together, the Council and the Division have decided to focus on collecting information and input that will help us understand how DVR can advance a rehabilitation process that will position its customers to secure employment in fields with career growth opportunity, the chance to work the number of hours consistent with their capacity and desire, and ultimately to earn a better living.
Since summer of 2007 members of the Council and their staff have focused on building inroads and increased capacity to reach the community of employers. We have done this by reaching out for new members with strong relationships and tools that employers value. These efforts have led to the Council building a relationship with the Association of Washington Business, our state’s oldest business and industry association. Through that connection DVR was able to more effectively target the employer portion of our surveying effort for the comprehensive needs assessment. In addition, the Disability Business and Technical Assistance Center Northwest is located in our state. We are very fortunate to have the Director of that project, Don Brandon, as our newest member. This makes the Council a solid resource for employers who want to utilize the talents of workers with disabilities.
Our members and our colleagues at DVR have yet to complete the comprehensive needs assessment in full. To learn more about our original vision please visit the link below.
Vocational Rehabilitation Needs Assessment (2009)
Comprehensive Needs Assessment-Appendices (2009)
Comprehensive
Needs Assessment (2008)
Final Survey
Recommendations (April 2007)
Survey Questions (In
Plan or Closed) (Waiting
List)
