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ACCES-VR Service Delivery Redesign Team

ACCES-VR Service Delivery Redesign Team. September 2013 Information Update State Rehabilitation Council. Service Delivery Redesign Team. Goal Provide recommendations that will enhance and improve vocational rehabilitation service delivery. Service Delivery Redesign Team.

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ACCES-VR Service Delivery Redesign Team

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  1. ACCES-VRService Delivery Redesign Team September 2013 Information Update State Rehabilitation Council

  2. Service Delivery Redesign Team Goal • Provide recommendations that will enhance and improve vocational rehabilitation service delivery

  3. Service Delivery Redesign Team Objectives – identify: • How does the system work now? • What should be redesigned, and why? • What is the cost of the redesign? And what else is affected if the change is made? • Is the redesigned approach better? - - build in an evaluation component.

  4. Service Delivery Redesign Team • Focus is on the consumer experience with the VR system by looking at: • How does the consumer find out about VR service • Application process • Eligibility Process • Services • Employment • Exiting the system

  5. Service Delivery Redesign Team • Obtaining information from consumers and staff to ensure a full examination of processes that are in place, and to review facts about service, communication, and relationships.

  6. Service Delivery Redesign Team • Held process mapping meetings in each District Office • Looked at “how it works” – focusing on what it might feel like to be the consumer going through each step of the process Found • Many approaches to delivering service

  7. Service Delivery Redesign Team • In looking at the processing mapping….there was agreement that there are some inconsistencies. • However, we do not want a cookie cutter approach to service. VR needs to provide individualized service that meets varying requirements for unique people • What we do want is a solid base – a foundation for consistency. (It is molecule/DNA.)

  8. Service Delivery Redesign Team • Coming up – • Focus groups with staff in September/October • Focus groups with consumers in October/November • Locations will be Buffalo, Albany, and Manhattan – • In Manhattan, consumers from LI and all downstate offices will be afforded an opportunity to participate • Each focus group will dialogue around a set of questions and is limited to approximately 20 participants. • The 2013 consumer satisfaction survey will allow for additional consumer input around the same questions.

  9. Focus Groups with Staff • What would the ideal first impression look like in our offices? (waiting room, greetings from staff, message regarding VR services) • What potential consumer populations are not getting our message? How can we reach them? • Assume that the VR District Office staff must provide the initial interview. What might the role of the entry service vendor be to assist? • Within the staffing that we have currently, how can we build stronger relationships between counselors and their consumers? • If we were to professionally develop a video/power point orientation to be used statewide, what would it look like? Should there be a separate one for transition? • Are there current processes in service delivery that are no longer needed or required or beneficial? • In a perfect world, what tasks and processes would a VRCA do to support service delivery?

  10. Focus Groups with Consumers • How did you first learn about the services offered through ACCES-VR? • When you decided to contact ACCES-VR, with whom did you initially meet? • Describe the process you experienced to complete an application and what information was shared about agency services and your responsibilities? • Did your counselor explain both the possible VR services which ACCES-VR might provide and your responsibilities to pursue a vocational goal? • How much time did it take between your application/intake interview and development of a plan for services? Which services have you received from ACCES-VR? • How did your counselor help you figure out your job goal? • Was your counselor accessible to you to help answer questions or provide advice regarding your rehabilitation? Were calls answered within a reasonable time? • What recommendations would you make to improve your experiences with ACCES-VR?

  11. Service Delivery Redesign Team • Team meeting 10/29 • Next meeting of full strategic planning group is in November – there is much cross-over among the teams

  12. Service Delivery Redesign Team Questions, comments?

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