Vocational Rehabilitation Program (Combined or General)

Goal 1: To provide excellent customer service to individuals with disabilities while they prepare to obtain, maintain, or regain competitive integrated employment and long term supported employment.

Priority 1: Provide customers with effective job supports, including adequate job preparedness and training, to increase employment stability and retention.

IDVR’s first benchmark for this priority is successful rehabilitations. The Division has realized an 18.6% decrease in successful rehabilitations from FFY 2016.

IDVR’s second benchmark is hourly wage. Hourly wages were higher for closures in FFY 2017 than those reported in FFY 2016.

Priority 2: Increase employment successes for transition age youth.

IDVR’s first benchmark for transition success is the number of successful rehabilitations in the transition age population. These increased slightly from 546 in FFY 2014 to 576 in FFY 2015, but then began to decline to 548 in FFY 2016 down to 455 in FFY 2017 as more Pre-ETS type services and longer period of engagement with transition age youth supplant traditional VR approaches within this population.

The Division’s second benchmark for this priority is the number of new transition age youth applications. These decreased by 10.8 percent to 1,805 in FFY 2017, down from a historic high of 2,023 in FFY 2016 (up from 1,782 in 2015) following the mass-marketing of WIOA Pre-ETS expansion. The Division had anticipated this increase as a result of Pre-ETS expansion in FFY 2016. Additionally, this decrease can also be attributed to the ability of IDVR to deliver group Pre-ETS activities to students which does not require an application for VR services. As a result, the Division feels that the 1,805 count serves as a better benchmark for application volume moving forward, but expects a further reduction in youth applications in the near term as these changes continue to take effect statewide. IDVR is retaining youth application volume as one dimension of youth service provision under our WIOA evaluation strategy.

Priority 3: To increase customer engagement in the VR process.

Benchmark one for priority three is the number of first-time plans written. First time plans increased 9.6% in FFY 2015, and an additional 2.8% in FFY 2016 where the division processed 3,966 first time plans. This trend reversed heading into FFY 2017 with the number of first time plans decreasing 15.2% to 3,362. This trend in part can be attributed to historically low unemployment across Idaho which dipped as low as 2.8% in September of 2017

The second benchmark on this priority is the rehabilitation rate which rose from 58.47% to 61.97%. While rehabilitation rate is no longer a performance measure under WIOA, the Division still sees value in tracking movement within this indicator. The percentage of closed cases that received services and achieved an employment outcome dropped to 57.83% in FFY 2016 and 51.36% in FFY 2017. The reduction in part can be explained by changes in IDVR business practices relating to the delivery of Pre-ETS services. Initially IDVR took applications on nearly all Pre-ETS cases resulting in services being delivered and those cases remaining dormant over the course of the school year. Following a reevaluation of this approach and the ability for the Division to provide group services under WIOA, these cases were closed and are reflected in these reduced outcomes. As the Division promotes a common strategy to provide Pre-ETS to potentially eligible students, this number should regress to a new normal under the conditions of WIOA.

Priority 4: Offer benefits planning to all customer receiving SSI and/or SSDI entering, during and exiting the IDVR process to include Partnership Plus.

IDVR continues to make progress toward this priority, however more still needs to be done.

WIPA referrals, one of IDVR’s benchmarks to meet this priority, continues to see overall increases. Referrals increased 49% in FFY 2016 from FFY 2015, while referrals declined slightly by 5.8% in FFY 2017 from FFY 2016 levels. Idaho has fewer in state resources for benefits planning. Montana State University - Billings is now the lead agency for WIPA referrals for the entire state. In the Treasure Valley, Living Independence Network Corporation (LINC) provides benefits counseling in their designated geographical locale.

A second benchmark, Social Security reimbursements to VR is difficult to compare due to large fluctuations in the dates cost reimbursements are processed. SSA has developed a new processing system and hopes to phase-in all programs soon. This will make for a more legitimate benchmark as SSA will conduct payment requests in a more timely manner.

Goal 2: To provide organizational excellence within the agency.

Priority 1: Increase the focus on customer service within the IDVR delivery system.

Customer service has been measured, in part, through results of the Customer Satisfaction Survey (CSS). The overall customer satisfaction score for FFY 2017 was 88.45 percent, up slightly from FFY 2015’s year-end number of 87.61 percent. There is general consensus in the Planning and Evaluation Unit that the CSS process needs to be revisited, and has engaged the SRC through outlining potential changes to improve survey response and retention rates. The Division is currently charged by the SRC with implementing these changes and should have a new CSS survey and platform in place by July 1, 2018.

Priority 2: To comply with State and Federal regulations.

IDVR had one audit finding for SFY 16 and therefore did not meet the benchmark of having no audit findings. The Division has taken corrective action on this finding relating to internal controls and LSO has initially signed off on the corrective action, however the finding will remain open until the 2017 Single Audit can be completed.

Priority 3: Utilize training to its maximum capacity for effective staff performance.

IDVR continues to provide staff training on policy and procedure changes, with a focus on changes due to WIOA. Formerly, the Division would have tied staff performance, in part, to the Standards and Indicators RSA employed under WIA. As the Division is still in baseline collection mode under the new Primary Performance Indicators of WIOA, it is difficult to gauge the result of training as it relates to staff performance. Furthermore, IDVR and the SRC will not be retaining this priority under our next work plan and will instead opt for a more suitable priority under the new law.

Priority 4: Maintain a comprehensive system of personnel development (CSPD) standard for IDVR counselors.

All VRC positions are compliant with CSPD standards. VRS positions that require a current CSPD plan are on track to complete CSPD requirements within the designated timeframe. With the more relaxed requirements for qualified personnel under WIOA.

Goal 3: To strengthen relationships with stakeholders engaged in the mission of Vocational Rehabilitation.

Priority 1: To be recognized as the expert in the workforce needs of the business community for individuals with disabilities.

The Division hired a Business Relations Liaison in February 2016. This position has focused on learning the VR program requirements and networking with neighboring VR program business specialists as well as networking with Idaho Department of Labor business specialists, and disability/business employment teams such as the National Employment Team (the NET).

Information from the Division’s CSNA highlighted IDVR’s need to better understand the needs of business under WIOA.

The Division has created a business portal on IDVR’s website which contains resources and tools for businesses, including areas of common need expressed by businesses in the CSNA.

The Liaison has developed business marketing materials and technical trainings on topics such as disability etiquette, work incentives, and addressing accommodations in the workplace. She has engaged multiple businesses in coordinated outreach activities including WinCo, HP, Idaho Power, Frito Lay and Saint Alphonsus Health Systems.

Priority 2 and 3: Provide ongoing opportunities to stakeholders and partners for effective input and feedback in the VR process.

IDVR continues to issue Consumer Satisfaction Surveys to all customers exiting the VR program. To address changes to the state plan resulting from WIOA, the Division will hold an open comment/meeting process in March, concurrent with the open comment period on the Idaho Combined State Plan.

IDVR meets quarterly with members of the State Rehabilitation Council, and additionally engages SRC members when needed outside of these meetings to advise the direction of the Division.