Vocational Rehabilitation Program (Combined or General)

(2) Identify the goals and priorities in carrying out the VR and Supported Employment programs.

Goal 1: Assure high-quality integrated employment outcomes for individuals with significant and most significant disabilities in Maryland through the VR program.

Objective 1.1 - Provide quality customer service consistent with the Governor’s Customer Service Promise.

Strategies: DORS will

1. Ensure staff follow the principles of the Governor’s Customer Service Promise.
2. Continue to evaluate customer satisfaction during service delivery in partnership with the State Rehabilitation Council.
3. Enhance communication between DORS staff and consumers.
4. Continue to implement a Quality Assurance Review Program for VR to ensure consistency with required measures under WIOA.

Performance Measures:

1. Continue to review feedback on the Governor’s Customer Service Promise and respond as needed, and participate in MSDE’s customer service training.
2. Conduct Customer Satisfaction Survey on a quarterly basis for consumers to provide feedback on their satisfaction with services at key points during the rehabilitation process.
3. Increase customer satisfaction with communication from DORS staff will be noted in DORS customer satisfaction surveys.
4. Achieve 85 percent customer satisfaction for OFS and for OBVS.
5. Complete one Quality Assurance Case Review for each District during the FY and improve statewide Quality Assurance measures in comparison to the previous year.

Objective 1.2 - Provide rehabilitation services for youth with disabilities in collaboration with Local School Systems (LSS) and workforce partners that lead to successful outcomes in post-secondary education and/or employment.

Strategies: DORS will

1. Ensure that VR counselors and staff work with youth with disabilities, families, school personnel, business partners, and community partners to help these students prepare for and achieve employment and self-sufficiency.
2. Support and emphasize the application for VR services.
3. Formalize consistent partnerships with Local School Systems (LSS) through agreements to ensure access to Transition services throughout the state.
4. Emphasize and implement transition services to promote educational achievement, independence and long term career success.
5. Provide training and support to DORS counselors and partners through the Transition Specialists Group, training programs, and other meetings. Training will provide tools and resources related to post-secondary education, and best practices in working with families and transitioning students.
6. DORS will promote participation in transition events including 504 and IEP planning meetings.

Performance Measures:

1. The number of youth with disabilities served will match or exceed those served in the previous year.
2. Update existing Memoranda of Understanding with 24 Local School Systems (LSS), MD School for the Deaf, and MD School for the Blind.
3. Documented services through authorizations and Actual Services records, provided to transition youth will increase in comparison to the previous year.
4. There will be an increase in transitioning youth with disabilities who achieve competitive integrated employment and/or enroll in post-secondary education programs, compared with the previous year.
5. The DORS Transition Specialists Group will meet semiannually and include staff training on pertinent topics related to best practiced in working with families and transitioning students.

Objective 1.3 - DORS will provide high quality services and outcomes for individuals with disabilities served by the Office of Field Services (OFS).

Strategies: DORS will

1. Provide high quality comprehensive services to eligible individuals with significant disabilities in accordance with the WIOA and Federal Regulations, the Code of Maryland Regulations, and DORS Policy.
2. Collaborate with WTC to assure consumers receive services offered at WTC in a seamless and timely manner.
3. Strengthen relationships with WIOA partners to improve competitive integrated employment outcomes for DORS consumers and improve reporting on common performance measures for DORS consumers.
4. Continue to train staff to accurately enter Educational Goals and verify Measurable Skills Gains.
5. Improve reporting of services provided through the documentation of Actual Service Records (ASR).
6. Utilize data analytics to identify areas of concern and ensure accurate reporting.

Performance Measures:

1. Meet federal performance standards for timely determination of eligibility and development of the Individualized Plan for Employment.
2. Enhance consumer employment outcomes as measured by an increase in average hourly earnings from the previous year.
3. Provide staff training related to the new federal and state common measures for WIOA Core Programs.
4. OFS will achieve 1,303 Competitive Integrated Employment Outcomes.
5. Increase number of Actual Service Records entered over previous FY.
6. Establish baseline for number of verified Measurable Skills Gains.

Objective 1.4 - DORS will provide high-quality services and outcomes for individuals who are blind, vision impaired and Deaf-Blind (B/VI, D-B).

Strategies: DORS will

1. Provide high quality comprehensive services to eligible individuals who are blind, vision impaired and Deaf-Blind in accordance with the WIOA and Federal Regulations, the Code of Maryland Regulations, the Randolph Shepard Act and DORS Policy.
2. Provide independent living services to older individuals who are blind through direct services of DORS rehabilitation teachers.
3. Collaborate with WTC to enhance services and educate staff to assure that blind, vision impaired and Deaf-Blind consumers have effective programming at WTC.
4. Strengthen relationships with WIOA partners to improve competitive integrated employment outcomes for DORS consumers and reporting on common performance measure for DORS consumers.
5. Continue to expand services and outreach to individuals who are deaf-blind and provide technical assistance to staff serving this population as recommended by the Deaf-Blind Workgroup.
6. Recruit and train Maryland Business Enterprise Program for the Blind vendors, and grow the program strategically.
7. Develop a standardized curriculum of activities for OBVS staff to ensure highly qualified staff to provide excellent service and increase customer satisfaction.
8. Continue to train staff to accurately enter Educational Goals and verify Measurable Skills Gains.
9. Improve reporting of services provided through the documentation of Actual Service Records (ASR).
10. Utilize data analytics to identify areas of concern and ensure accurate reporting.

Performance Measures:

1. Meet federal performance standards for timely determination of eligibility and development of the Individualized Plan for Employment.
2. OBVS will achieve 80 competitive integrated employment outcomes.
3. The Business Enterprise Program will recruit/train/license five new managers and establish new vending sites where available.
4. OBVS will close 190 ILOB cases successful.
5. The Deaf-Blind Specialist will provide and/or coordinate three trainings per year for DORS staff to enhance awareness and knowledge regarding deaf-blindness.
6. The Deaf-Blind Workgroup will meet three times per year to identify and expand services for the Deaf-Blind.
7. Increase staff competencies and proficiencies to serve OBVS population.
8. Enhance consumer employment outcomes as measure by an increase in average hourly earnings from the previous year.
9. Provide staff training related to the new federal and common measures for WIOA Core Programs.
10. Increase number of Actual Service Records entered over previous FY.
11. Establish baseline for number of verified Measurable Skills Gains.

Objective 1.5 - Provide effective services at the Workforce & Technology Center using state-of-the-art interdisciplinary strategies.

Strategies: DORS will

1. Continue to provide high quality comprehensive services to individuals with significant disabilities to facilitate successful competitive integrated employment outcomes.
2. Continue to develop and enhance relationships with employers utilizing agency staff who specialize in underserved populations to address service needs; as well as, issues and trends related to the employment of underserved disability populations.
3. Enhance employer engagement through linkages with employers, the business community, DORS Business Services staff, the Maryland Apprenticeship Think Tank, and community partners.
4. Continue to provide comprehensive services and awareness to employers to enhance knowledge and understanding of the benefit of assistive technology at the worksite.
5. Continue to implement and monitor WTC staff documenting measurable skills gains/credentials for individuals served.
6. Collaborate with WIOA partners for the sharing of training resources for individuals served.

Performance Measures:

1. Increase the number of consumers achieving competitive integrated employment outcomes compared to the previous year. 
2. Increase the number of consumers who are blind/vision impaired and Deaf-Blind who will receive services compared to the previous year. 
3. Increase the number of consumers who are deaf or hard-of-hearing who will receive services compared to the previous year. 
4. Increase the number of consumers who have Autism who will receive services compared to the previous year. 
5. Increase the number of customized and/or partnership trainings compared to the previous year. 
6. Increase the number of consumers receiving apprenticeship services for consult and/or support compared to the previous year.
7. Participate in the division-wide Business Services Team and Maryland Apprenticeship Think Tank for the expansion of employer engagement including customized trainings, partnership programs, and pre-apprenticeship and apprenticeship programs.
8. Increase the number of worksite consumers served as compared to the previous year. 
9. Increase the number of documented measurable skills gains/credentials for individuals served at WTC as compared to the previous year.
10. Establish a working relationship with the newly hired MD Labor Training Coordinator for the sharing of training resources with WIOA partners.

Goal 2: Assure high quality Pre-ETS service for qualified students with disabilities.

Objective 2.1 - DORS will utilize resources to coordinate and ensure the provision of pre-employment transition services as required.

Strategies: DORS will

1. Ensure that VR counselors and staff work with students with disabilities, families, school personnel, business partners, and community partners to help these students prepare for and achieve employment and self-sufficiency.
2. Support and emphasize the application for VR services for potentially eligible students.
3. Formalize consistent partnerships with Local School Systems (LSS) through agreements to ensure access to required/CORE Pre-ETS and Transition services throughout the state.
4. Emphasize and implement Pre-ETS and transition services to promote educational achievement, independence and long term career success.

Performance Measures:

1. Increase in the number of students receiving pre-employment transition services compared with the previous year.
2. The number of potentially eligible students receiving Pre-Employment Transition Services whom apply for VR services will match or exceed those who have applied for services in the previous year.
3. Cross train VR staff in the provision of Pre-ETS services to address expected growth rate of number of students with disabilities applying for Pre-Employment Transition Services.
4. Update existing Memoranda of Understanding with 24 Local School Systems (LSS), MD School for the Deaf, and MD School for the Blind.
5. Implement strategies for the development and expansion of additional WTC consumer services for pre-employment transition services and services for transitioning youth.
6. Designated WTC staff will attend the statewide quarterly Pre-ETS / Transitioning Youth meeting facilitated by the agency’s Staff Specialist for Transition Services to enhance and/or develop new WTC programs.

Goal 3: This goal focuses on a non-VR program that is outside of WIOA and not applicable to the WIOA State Plan (Disability Determination Services).

Goal 4: Partner and collaborate with other WIOA programs, private organizations, employers, and community groups to advance the employment and independence of individuals with disabilities.

Objective 4.1 - Evaluate and monitor service delivery for consistency with WIOA priorities.

Strategies: DORS will

1. DORS/WTC staff and WIOA partners will participate in joint trainings to learn about the benefits of services available at the state and local level.
2. Contribute to the tracking of the Benchmarks of Success for Maryland’s Workforce System.
3. Participate in local planning meetings regarding service provision and collaboration in AJCs to strengthen referral procedures and tracking of consumer involvement with WIOA partners.
4. Promote the Employment First approach for individuals transitioning from subminimum wage positions.
5. Progress will be made on the implementation of the recommendations of the Comprehensive Statewide Assessment of the Rehabilitation Needs of Individuals with Disabilities in Maryland.
6. DORS will reconvene the CRP Advisory Council.

Performance Measures:

1. DORS will participate in training activities with WIOA partners, and develop an agency clearinghouse of training materials, including a joint calendar of events.
2. DORS data specific to the Benchmarks for Success will be shared with WIOA partners and DORS staff.
3. Establish a baseline number of consumers involved in services provided by WIOA partners using AWARE documentation, including individuals on the waitlist. Develop a means to track WIOA partner collaboration in AWARE.
4. Continue to provide group career counseling and information sessions to individuals employed in subminimum wage positions, to be concluded by October 2020.
5. Implement findings of the 2020 Comprehensive Statewide Assessment of the Rehabilitation Needs of Individuals with Disabilities in Maryland.
6. CRP advisory council will meet three times per year.

Objective 4.2 - Enhance collaboration with and services to Maryland private and public employers.

Strategies: DORS will

1. Regional Business Services Representatives and WTC Employment Specialists will provide, enhance, and track services to businesses including recruitment assistance, technical assistance for tax incentives, development of work-based learning opportunities, OJT and customized training, apprenticeships, retention services, and disability awareness and ADA training.
2. Engage with businesses through the CSAVR National Employment Team (NET).
3. Collaborate with WIOA partners and community rehabilitation programs to leverage business contacts, share resources and expertise, and coordinate services that are beneficial to businesses and promote the employment of individuals with disabilities.
4. Partner with businesses to connect them to DORS job seekers through tours, career information sessions, job fairs, and other direct means.

Performance Measures:

• The number of services to employers will increase as compared to the previous year and will be documented in the AWARE employer module to measure effectiveness in serving employers.
• The number of work-based learning opportunities, including, but not limited to, QUEST and OJT opportunities will increase as compared to the previous year and be tracked through the AWARE case management system.
• Communications, minutes and agendas of CSAVR NET meetings and activities as well as business services reports will confirm activities and progress.
• Monthly narrative reports from Business Service Representatives will show evidence of activities with agency partners.
• Business partner activities will be tracked in the AWARE Employer module and increase over previous year.

Objective 4.3 - DORS will provide support to the State Rehabilitation Council (SRC) to maintain and enhance its leadership role in the oversight of VR service delivery in Maryland.

Strategies: DORS will

• DORS will ensure that it works with the State Rehabilitation Council (SRC) in accordance with federal law and regulations and Council By-Laws.
• Council members will review and comment on the Annual Agency Program Plan, DORS progress in meeting its performance goals, and DORS program accomplishments

Performance Measures:

• The Maryland SRC will conduct four quarterly meetings.
• The Maryland SRC and DORS will conduct annual public meetings.

Objective 4.4 - Promote and enhance quality independent living outcomes for individuals with disabilities in Maryland through independent living programs.

Strategies: DORS will

• Provide grant support, technical assistance and monitoring to the Statewide Independent Living Council (SILC).
• Manage DORS grants to Centers for Independent Living (CILs), including providing technical assistance and monitoring regarding the IL program, the IL AT program, and fiscal responsibilities.
• Participate as an IL Partner in implementation of the 2017-2020 State Plan for Independent Living.
• Regional Directors and OBVS Supervisors will conduct an annual meeting with Executive Directors of CILs within their areas to discuss issues of mutual interest.

Performance Measures:

• Annual reviews of grant performance will be conducted for each CIL with which DORS has a grant, and the Statewide Independent Living Council.
• DORS Regional/Program directors will confirm at least annual meetings with CIL Executive Directors.

Objective 4.5 - Evaluate partner connection for consumers receiving Social Security Benefits.

Strategies: DORS will

• Review current policy to ensure order of selection assignments for individuals with Social Security benefits are accurate.
• Complete referrals for Social Security recipients on the waitlist to employment networks and the Work Incentives and Planning Assistance (WIPA).
• Provide information regarding referral to an employment network upon DORS case closure to participants who receive Social Security benefits. DORS will obtain consent to disclose information to Employment Networks.
• Ensure fee for service benefits planning is completed for all appropriate Social Security recipients.

Performance Measures:

• DORS counselors and supervisors will utilize Social Security and medical documentation when making eligibility and order of selection determinations.
• DORS will track participants with Social Security benefits in delayed status to increase referral to employment networks and/or WIPA as appropriate.
• DORS will track participants with Social Security benefits to increase referral to an Employment Network after obtaining employment.
• The number of Social Security beneficiaries receiving timely fee-for-service benefits counseling will increase as compared to the previous year.

Goal 5:  Provide infrastructure to promote and support the accomplishment of the DORS mission

Objective 5.1 - Implement strategies required by WIOA and in accordance with the Combined State Plan.

Strategies: DORS will  

• Continue to implement Memoranda of Understanding /Resource Sharing Agreements with workforce partners required to fulfill new federal reporting requirements.
• Expand electronic communication with DORS consumers throughout the case process, including post-exit.
• Explore data collection systems with WIOA partners to facilitate the collection of federal reporting requirements.
• Provide DORS staff and agency partners with opportunities to receive internal technical assistance and training regarding WIOA implementation.
• Expand the use of Actual Service Records (ASR) to document consumer involvement with WIOA partner agencies.

Performance Measures:

• MOUs and Resource Sharing Agreements will be completed on an as needed basis to conform to State and Federal regulations.
• Electronic communication procedures for requesting and collecting information and input from DORS consumers will be implemented and updated in the RSM.
• Recommendations for data collection systems will be reviewed as available.
• Staff will be provided technical assistance on a topic related to WIOA at least quarterly.
• The use of Actual Service Records (ASR) case documentation will increase as compared to the previous year.

Objective 5.2 - Increase staff competency and satisfaction by providing ongoing staff training, professional development, and leadership development programs while intentionally promoting a culture of staff retention.

Strategies: DORS will

• Establish an Internal Communications Workgroup to recommend a methodology which will ensure all staff receive clear and consistent communication.
• Will continue working towards developing position-specific trainings to be offered via a learning management system platform for both existing and new staff to access the learning modules utilizing input from the New Staff Training Workgroup.
• Develop a comprehensive training series for Supervisors to include personnel management and case management functions.
• Encourage DORS staff to access on-line/web-based learning management systems to address ongoing training needs.
• Provide leadership development and cross-training opportunities to ensure continuation of critical agency functions.
• Continue to support DORS staff obtaining advanced degrees in VR and related fields.
• Conduct at least quarterly trainings of Business Services staff to enhance their skills and develop strategies for engaging businesses.
• Develop and utilize a DORS Employee Satisfaction Survey.

Performance Measures:

• Internal Communication Workgroup recommendations will be provided to executive staff. 
• New Staff Training Workgroup recommendations will be provided to executive staff in order to move forward with publishing training modules.
• Management trainings for new DORS supervisors will be offered twice during the FY.  Examples of these trainings will include staff evaluation using specific reports and exit interviews.
• Staff use of accessible on-line/web based learning management systems such as WINTAC, NASWAL and ADA learning centers will increase during the FY.
• At least one multi-session leadership development program with a cross-training component will be offered during the FY.
• Staff enrollment in graduate school programs will increase from the previous FY.
• Agendas and minutes of Business Services meetings will document training progress.
• DORS Employee Satisfaction will be surveyed and the information gathered will be used to address turnover and internal changes to help motivate staff.

Objective 5.3 - Promote strategic use of accessible technology and establish policy and internal controls to support staff effectiveness and efficiency.

Strategies: DORS will

• Implement the recommendations from the Technology Tips Workgroup identified as Year One Key Actions in the DORS Strategic Plan for 2020-2021.
• Ensure staff resources are aligned to the agency priorities to serve customers and claimants effectively.
• Review, update, and document internal controls and streamline case management, communication, and administrative procedures to reduce errors and establish consistency statewide.
• Convene a workgroup of program managers and staff specialists to develop a consistent vendor application and approval process and monitoring protocol.

Performance Measures:

• DORS Strategic Plan Information Technology Key Actions for Year One will be implemented.
• DORS intranet will be updated.
• E-Fax will be used for inbound and outbound communication.
• DORS will have identified technology for collecting e-signatures.
• Expand use of GovDelivery to send appointment reminders to customers and solicit post-exit follow-up.
• Position descriptions will be reviewed and revised, as necessary, for consistency with Agency priorities to ensure appropriate distribution of Agency resources.
• DORS required forms and administrative procedures will be reviewed and streamlined.
• Establish internal control procedures for the vendor application and approval process and monitoring vendor performance.
• All staff will receive training on the correct use of Actual Service Record (ASR) entries.