Wisconsin
DVR
Joseph
C. D’Costa, Regional Administrator
Goals
More
consumers will achieve their employment goals
All
DVR staff and the consumer will be responsible to achieve employment goal
Consumers
will experience quick response and active involvement in IPE’s
Goals
Consumers
will have increased information, decision-making authority and responsibility
Counselors
and Teachers will have more time to counsel and to teach
Goals
The
counselor/consumer relationship will continue to be the cornerstone of
vocational rehabilitation
There
will be increased trust in and the use of staff skills, knowledge and judgment
Accomplishments
Policy
reduced in size from 150 to 19 pages http://www.dwd.state.wi.us/dvr/
Eliminated
90 % of required forms
Reduced
VR statuses from 17 to 4
Reduced
time from application to eligibility by 30%
Streamlined
methods for purchases
Accomplishments
Emphasis
on Employment Outcome, Consumer Participation, Informed Choice, Partnership and
Consumer Satisfaction
Easy
application process - consumers can apply via phone (800#), letter, e-mail,
Internet, in person or simplified application
Accomplishments
Reduced
mandatory procedures to four; Application, Eligibility, Provision of Services,
and Closure
Centralized
case management system; Integrated Rehabilitation Information System (IRIS)
Previous Flow Chart
New DVR Flow Chart
Implementing
Strategies - Phase 1
Diagnostic
- define areas for improvement
In
put from all DVR staff, consumers, vendors and other divisions in Workforce
Development, and State Rehabilitation Planning Council
Implementing
Strategies - Phase 2
Facilitated
by consultant from Grant Thornton LLP
22
members from all classifications
Members
met from ‘97 to Feb ‘98
Series
of focus group meetings were held
VR
services to be delivered in Job Centers
Implementing
Strategies - Phase 3
Streamlined
VR process
Information
Technology (IT) supports
Fiscal
supports for direct pay, flexible authorizations, etc.
Circle
training by peers for peers Oct ‘98
Implementing
Strategies - Phase 3
Counselor
role from case manager to professional counselor
Increased
consumer involvement in case management activities
Agency
as a whole assumes responsibility for coordination of services
e-
files on web - 7/24 access
Results
Average
days to determine eligibility is decreasing from 49 days to 37 days
Some
consumers are writing own IPE’s allowing VR counselor to spend time with more
difficult cases
Consumers
are being empowered from application to IPE
Results
Deployment
in Job Centers has allowed consumer to access other services and programs
Some
counselors have had to make adjustments due to increased involvement of
consumers
Counselor
resistance to change is decreasing “Chat Room”
Survey
Results
80
% of consumers are satisfied with DVR
85
% of consumers would refer friends or family
Some
consumers are shopping for VR counselors by interviewing counselor and making
sure “service relationship” is compatible
Observations
Moving
to Job Centers has increased referrals at front end
More
employers are aware of DVR via WIA partners and Job Matching Coordinator
contacts
Case
Assistants are encouraged to work with consumers and employers
Observations
Consumers
are becoming competitive shoppers via direct pay
Consumers
are reporting services are timely, being respected as partners and complaints
are handled in a prompt manner
Observations
Point
of service surveys are being used to track qualitative results
Delegation
has increased number of same day eligibilities and IPE’s
Increased
collaboration with WIA Job Center partners
On-Going
Training
Confusion
over Informed Choice versus Consumer Choice
Real
time fiscal monitoring tools
Alternative
methods of assessments
Employer
related services and supports
ADA
technical assistance
Challenges
Achieving
statewideness
Encouraging
and training WIA partners to work with all VR consumers
Distinct
DVR identity in a WIA climate
Inadequate
fiscal resources due to increased demand for services
Consumer
Video