Consumer Experience Research 2019 Q3 Results October 10, 2019

1. Consumer Experience Research2019 Q3 ResultsOctober 10, 2019 Florida Rehabilitation Council Division of Vocational Rehabilitation Florida Department of Education Brian Robertson Jotham Illumanati

2. Contents • Survey Methodology • Trends to Watch • Consumer Experience Core Metrics • Problems Experienced by VR Consumers and Feedback • Understanding the Process if You Disagree with VR About Your Services • Satisfaction with Outside Vendors • Current Employment Status • Those Whose Cases Were Unsuccessfully Closed • Youth in Transition Analysis • PEQATAC Summit Summary • Upcoming Research 2

3. Current Quarter Survey Methodology Data collection took place from July 14, 2019 through October 7, 2019. Over the course of data collection, 750 consumers completed surveys. • 332 general VR consumers with open cases • 157 general VR consumers - closed successfully • 152 general VR consumers - closed unsuccessfully • 109 transition youth consumers 3

4. Current Quarter Response Rates AAPOR – The American Association for Public Opinion Research. Response Rate – The response rate is the number of completed interviews divided by the number of eligible reporting consumers in the sample. Cooperation Rate – This represents the proportion of all cases interviewed out of all eligible consumers ever contacted. That is, the percent of identified respondents that ended up completing the interview. Refusal Rate – The refusal rate represents the proportion of all cases in which the respondent refused to be interviewed, or broke off an interview, out of all respondents that were contacted and spoken with. 4

5. Trends to watch • Trending Positive in 2019 Q3 • Overall Satisfaction and Expectations • Outcomes and Meeting Goals • Satisfaction with Current Employment • Satisfaction with Outside Vendors • The percentage of consumers reporting problems decreased. • The percentage those reporting problems with outside vendors decreased. • The percentage reporting problem resolution increased significantly. • Changing counselors, switching counselors too often is leading to problems NOT a top area mentioned by consumers providing feedback. 5

6. Trends to watch • Some metrics measuring understanding of the dispute resolution process continue to trend downward. • Less than half are aware they can contact the VR ombudsman. • Just two thirds know they can appeal a decision if necessary. • A little more than half are aware they can contact the Disability Rights Florida, Client Assistance Program. 6

7. 2019 Q3 Survey Results 7

8. Consumer Experience Core Metrics 8

9. Florida VR Consumer Experience Dashboard 9

10. Overall Satisfaction and Expectations: Q01: Overall, how satisfied are you with the Florida VR’s program?Q33: How satisfied would you say you are with the services provided by VR?Q35: Please rate how well VR services met your expectations. 10

11. Experience with Services Provided by VR: Q09: How satisfied are you with the choice of services? Q11: How satisfied are you with the choice of service providers? 11

12. Experience with VR Staff and Counselors: Q19: How helpful is the staff of VR in helping you achieve your VR goal? Q29: The VR staff treats me with dignity and respect. 12

13. Communications with VR Staff: Q13: How satisfied are you with the information you were given about the choices you had? Q15: How satisfied are you with how long it took your counselor to answer your questions and address your concerns? Q21: How easy is it for you to contact your VR counselor? 13

14. Consumer Control and Involvement: Q05: How satisfied are you with your involvement in your VR experience? Q07: How satisfied are you with your choice of a vocational goal? 14

15. Outcomes and Meeting Goals: Q25: The VR services I am receiving will help me become more financially independent. Q27: The VR services I am receiving will help me become more independent, in general. Q31: The VR staff will help me reach my job goal. 15

16. Satisfaction with Current Employment: Q51: If working, thinking about your current job, how satisfied are you with what you are doing? Would you say you are...? 16

17. Satisfaction with Outside Vendors: Q46: How satisfied were you with the services provided by OUTSIDE VENDOR? 17

18. Recommend VR: All things considered, would you tell your friends with disabilities to go to the VR program for help? (% reporting yes) 18

19. Experienced Problems: Have you experienced any problems with VR or the services they have provided to you? (% reporting no) 19

20. Problems Experienced by VR Consumers and Feedback Consumers were asked if they experienced problems specifically with VR or the services they received from VR and reasons for dissatisfaction. 20

21. 19% of consumers experienced problems with VR or the services provided. 21

22. The Most Commonly Mentioned Problems (2019 Q3): % among those experiencing problems 22

23. 48% of consumers reporting problems indicated that VR worked to resolve their problem(s). % among those experiencing problems 23

24. Consumer Feedback • Consumers were asked to provide additional feedback when they were not positive in their assessment. • Feedback was collected throughout the survey in response to 25 questions. • Consumers could provide more than one response. • The following table summarizes the most common responses from 527 consumers that provided additional feedback. 24

25. Consumer Feedback % among those providing feedback 25

26. Understanding the process if you disagree with VR about your services Consumers were asked if they were aware of the options available if they disagreed with VR’s decisions about the services they did or did not receive. 26

27. 79% of consumers were aware they could contact their VR counselor in cases of disagreement. 27

28. 63% of consumers were aware they could contact the VR Unit Supervisor. 28

29. 47% of consumers were aware they could contact the VR Ombudsman Office. 29

30. 55% of consumers were aware they could contact Disability Rights Florida, Client Assistance Program. 30

31. 67% of consumers were aware they could appeal the decision(s) they disagreed with, if necessary. 31

32. Satisfaction with Outside Vendors Consumer were asked to provide feedback on the services they received from outside vendors. 32

33. 85% of consumers with an outside vendor were satisfied with the services provided. % among those receiving services from an outside vendor 33

34. 9% of consumers using an outside center reported problems with their vendor. % among those receiving services from an outside vendor 34

35. Feedback about Vendors (2019 Q3): % among those not satisfied or that experienced problems with an outside vendor 35

36. 70% of consumers felt that both the VR and their vendor(s) kept them informed and up-to-date. % among those receiving services from an outside vendor 36

37. What worked well during experiences with outside vendors: VEND05: In thinking about your experience with the outside vendor what worked well for you? (Multiple responses accepted) % among those receiving services from an outside vendor 37

38. Challenges consumers faced while working with outside vendors: VEND06: What has been the most challenging part of your experience working with the vendor? (Multiple responses accepted) % among those receiving services from an outside vendor 38

39. Current Employment Status 39

40. Q50: Finally, these last few questions ask about what you are currently doing. Are you currently...? 40% of current and former consumers are working full or part time. 40

41. 79% of working consumers were satisfied with their current job. % among those with currently employed 41

42. Feedback on Employment % among those with not satisfied with current employment 42

43. 82% of working consumers find their job meaningful. % among those with currently employed 43

44. Those Whose Cases Were Unsuccessfully Closed Consumers were asked if they requested their case be closed and reasons for doing so. 44

45. 45% of consumers with unsuccessful cases asked for their case to be closed. % among those with cases closed unsuccessfully 45

46. Consumers most often asked for their case to be closed due to an injury or disability, others said they were dissatisfied or VR services were ineffective. UNSUC01A: Why did you request for your case to be closed? (Multiple responses accepted, most common responses) % among those with cases closed unsuccessfully asking for case to be closed 46

47. Among those that did not ask for their cases to be closed, the most frequent reason they felt their case was closed was a lack of communication. UNSUC01B: Why do you believe your case was closed? % among those with cases closed unsuccessfully that did not ask for case to be closed 47

48. 59% of consumers whose cases closed unsuccessfully received a closure letter with the reason for closure and their rights to appeal. % among those with cases closed unsuccessfully 48

49. Youth in Transition Analysis 49

50. Florida VR Consumer Experience DashboardComparisons 50