Region V 
VR Workgroup
Report on Ticket to Work Progress
By June Morse
October 30, 2001

[Click HERE to Return to the RCEP V Ticket to Work page]

After the Ticket to Work Symposium in Washington back in March, states were asked to share their implementation plans. To finalize these activities, six questions were drafted by RSA and CCER of Western Washington University to determine implementation plans of the 13 pilot states. All states responded. The complete results were submitted to RSA in September of this year. I have taken attempted to provide an overview of the materials submitted by the states in response to those six questions. Each state's complete response can be found at the Western Washington University web site http://www.ccer.org/twwiia/States.htm

The questions appear in red followed by my synopsis of the responses.

1. What plans and or procedures has your agency developed for the following Ticket service delivery components: Outreach, Intake, Plan and Closure?

Pilot states have developed outreach efforts generally through identifying and contacting SSA recipients on current caseloads. Letters, flyers and other promotional materials have been developed and distributed to customers through a variety of community partner formats as well as directly from the VR agency and its staff. 

Most states have not developed specific intake, plan and closure processes. Arizona appears to have one of the most developed processes for handling Ticket cases. Most of the states have identified staff, designated a specific unit or implemented new units and teams to handle the administrative functions of working with Maximus, developing database information and following up on cost reimbursements, etc. . 

Several agencies have developed "800" number call in centers which will provide phone information via developed scripts and Q&A formats; or put their telephone staff on alert with specific information to be given to Ticket callers. 

Vermont, Massachusetts, Wisconsin, Iowa and Arizona had prepared drafts of agreements, principles, protocols for counselors, philosophy statements, question and answer fact sheets, marketing materials, letters to customers and work plans. All are excellent reference materials for new states to build on. 

2. What activities has your agency initiated on the Ticket, for your agency staff?

Most of the pilot states have initiated information and training programs for their staff. Thus far the training ranges from general information to Agency policy changes that would require formal training. Many have carried the training out into the community to partners and beneficiaries. All counselors are aware of the Ticket process but most states are handling the follow up, database, and other administrative duties at their central office level. Arizona has implemented a policy that states Ticket status must be established before counselors will be permitted to implement an IPE.

3. Do you have cooperative agreements in place?

Only four states have agreements either in place or being finalized. Other states have them in draft form but not ready for sharing or have not developed agreements as yet.

4. What plans has your organization made to channel resources to accommodate the influx of ticket holders in your state?

Many of the states do not envision a great "influx" of ticket holders. Most VR agencies agree that SSA recipients who are current VR customers will get tickets so VR will need processes in place to help them handle and understand the Ticket. They expect a great many calls for information but do not see that many more people coming into the system with Tickets as most of the agencies serve a large percentage of SSA recipients already. They do not expect a heavy caseload increase.

However, most of the states have established central "units" to administer the Ticket process. They do see an increase in the administrative procedures, ticket verification, reimbursement process, agreement development and oversight, tracking customers through the process, working with Maximus, etc. 

Oklahoma and Iowa indicated they have or will be increasing their staff to specifically focus on Ticket issues and processes. Vermont will be hiring a full time Ticket Administrator

5. What issues do you foresee needing policy clarification from RSA?

Until the final regulations come out, many states were not ready to respond to this question. However, 3-4 of the states had questions regarding the "comparable benefits" implications of the Ticket on VR services and coordinating IWP and IPEs when a customer is referred from one network to another or comes to VR; 

6. What recommendations would you make to other states?