From Robyn Throlson, ND DVR:

We are currently contracting with Market Decisions to conduct our Client Satisfaction Surveys. Our Data Information Specialist sends them a list of the clients who qualify for the survey each quarter. I am the Quality Assurance Administrator and review the results of the survey and oversee the contract.

Please feel free to contact me if you have further questions.

From Jeff Haight, Iowa Vocational Rehabilitation Services:

Iowa Vocational Rehabilitation Services (IVRS) does our consumer satisfaction survey (CSS) internally. IVRS uses the CSS created by the 4th Summit Reading Group headed by Darlene Groomes. We have made some minor changes to certain questions from the original but still kept the same meaning of the questions. The questions use a ‘skip logic’ method so when the Job Candidate answer the main question favorably they skip the follow up questions. If the answer in unfavorable the sub-questions are presented.
On a monthly basis using Survey Monkey or mail we send to all successful and unsuccessful closures who received services. If the Job Candidate has an email we use Survey Monkey and if the email is rejected we send out by mail. The Job Candidates without email available we send by mail. The surveys are returned and entered into a spreadsheet calculating the results for the SRC quarterly meetings.
The SRC subcommittee, Darlene Groomes, Quality Assurance, and Administrator reviews the results of the CSS and questions items that are not reported as favorable. The CSS is posted on the IVRS Internet site http://www.ivrs.iowa.gov/partners/SRC/SRCFrameset.html for all to access. The IVRS Quality Assurance staff and a team will identify and implement the training needs of staff.

From Becky Oberrecht, Alaska Division of Vocational Rehabilitation:

We send our client satisfaction surveys in an email via Survey Monkey. Approximately 78% of our clientele has email and we expect that number to increase. We are also a pilot project for SARA which is software that will text clients instead of sending letters. We will be making a more concerted effort to get either a cell phone number for texting or an email. I have a staff person who creates a list from closures the previous month (we just sent out March), and monitors the responses. Those responses are tabulated in Survey Monkey and the data is combined quarterly to report out to our Statewide Committee and also combined annually for the annual statewide report. We are a small agency and the process is easily handled by one staff spending a couple of hours each month.

From Janell Turner, Kentucky Office for the Blind:

Our agency contracts with the University of Kentucky to conduct our Satisfaction Surveys. They have an individual who is responsible for getting the data from Office for the Blind and distributing it to the call center. That individual is then required to write a report and present the information to our State Rehabilitation Council. If you would like more specific information feel free to contact me at JanellK.Turner@ky.gov, and I can help you.

June 22, 2017 admin Comments Off on — (6/22/2017) Who conducts your Client Satisfaction Surveys? Do you do it in house or contract it out? Also, who manages and monitors the survey process? We are revamping our survey process and are looking for best practices to help us capture the voice of the individuals we serve.

From Janet Cool, Opportunities for Ohioans with Disabilities:

I will send Ohio’s survey policy, procedure and forms for your review that will answer your questions (above).

Attachments: 1

From Kellie Scott, KY-OVR:

We have office-level surveys which are provided to customers when meeting with a counselor. 1.However, our biggest, more-comprehensive survey is performed on an annual basis. 2&3.We contract with a local university to call a validated random sample of closed customers. Con – $35,000/year to survey 1,000 consumers. Pro – consumers speak very freely to the surveyors and they are very good at reaching them. 4. They call the consumer at least 3 times and are very good at tracking down and reaching the consumer. 5. All closed cases from the previous year are considered for the random sampling.

Please contact me if you want to see the report (KellieD.Scott@ky.gov).

From Becky Oberrecht, Alaska DVR:

1. Surveys are sent monthly, late in the month, for the previous month. (March 23rd for February).
2. Email, using Survey Monkey. Over 80% of our participants have an email account.
3. Data is tracked internally. Survey Monkey does sufficient analysis for our needs.
4. Yes we track return rates. When we changed to all electronic, we had to justify the change to our Statewide Vocational Rehabilitation Council. We used cost savings and the increased response rate (11%) to justify and they approved the change.
5. We send to all closures from plan, regardless of outcome.

I’ve attached a copy of our current questionnaire. Originally it was 28 questions and we cut it substantially. We thought that might help the return rate a bit, which it did. In general, this doesn’t provide us with much useful information.

Just as an aside, we have cut the number of surveys going out for our CSNA this year. We are surveying transition students (required), staff and CRPs. We are not doing providers, our clients or employers. We have a fair amount of data available from other sources (American Community Surveys) and we know where our weaknesses are. We use the information to build our strategic plan and goals, but with all the new WIOA requirements, we have had to focus on getting those changes incorporated into our goals for this year and next.

Attachments: 1

From Curtis Mildner, Market Decisions Research:

You are in luck, a couple years ago MDR collected this information and presented it at the Summit is Louisvile. Please let me know if you’d like a copy (free) cmildner@marketdecisions.com or 207-767-6440 x105.

From Mike Hermanson, Montana VR:

1. We send them out the month after closure.
2. We send a letter. We are exploring sending an email with a survey monkey link.
3. We track internally at the state office.
4. We do track return rates.
5. We do all successful and unsuccessful closures.

March 29, 2016 admin Comments Off on — (03/29/2016) Customer Satisfaction Surveys: At ORS (RI), we would like to get an idea of how other state agencies tackle their customer satisfaction surveys in the following ways: 1) How often do you send them out (monthly, quarterly, etc)? 2) What method do you use to send them (email, letter, survey monkey, etc)? 3) Do you track the data internally or through a hired contractor? (advantages/disadvantages to either way?) 4) Do you track return rates (i.e. number of surveys sent out, number of surveys not returned, etc)? 5) Aside from successful closures, do you send them out to ALL unsuccessful closure, or just the cases closed unsuccessfully after they are put into training status? This knowledge will help us in data tracking as well as customer feedback which we can use for continuous quality improvement measures. It will also help us going forward with our comprehensive needs assessment and state plan.

From Janet Cool, Opportunities for Ohioans with Disabilities:

No. Ohio VR completes consumer surveys with internal staff.

From Steve Collins, Florida Division of Vocatinal Rehabilitation – General:

Florida General is in the process of finalizing a contract based on the ITN below. You can access the ITN by clicking on the link at http://www.myflorida.com/apps/vbs/vbs_www.ad_r2.view_ad?advertisement_key_num=111815. A summary of the deliverables begins on page 21 of the ITN, called – Attachment ‘1’ – RESPONDENT’S PRICE REPLY

From Susan Wells, VT Division of Vocational Rehabilitation:

We have for many years contracted with Market Decisions in Maine. I will send the RFP and a sample of their report. They are excellent.

Attachments: 1, 2

From Jennifer Beilke, MN State Services for the Blind:

MN SSB has developed it’s own survey but contracts with an outside agency to do the calling and contacting clients. The raw data from the contractor is sent to our state department for coding and then it’s sent to SSB.

From Barbara Boese, Delaware VR:

No RFP for satisfaction surveys but a statewide RFP for verifying employment of consumers served by Dept of Labour, Employment & Training, Unemployment Insurance, Family Court and VR. Any state agency that needs to verify employment of clients.

From Michael Shoemaker, Utah State Office of Rehabilitation:

At this time, Utah’s Vocational Rehabilitation agency sends out the consumer satisfaction survey. We have not contracted out the ongoing consumer satisfaction survey before.

October 10, 2014 admin Comments Off on — (10/10/2014) Has your state contracted with an outside research firm for the completion of your consumer satisfaction surveys? If so, will you share your experience and your RFP? Your answer would assist us with moving forward with the decision to contract with an outside firm and hopefully improve the results that we receive for our consumer satisfaction surveys.

From Jennifer Beilke, MN State Services for the Blind:

The process will vary depending on the project. For an Adjustment to Blindness Customer Satisfaction Survey we started with the existing evaluation. Our state department did research with our vendors, customers, and staff to find out what was really important to them. We involved our council committee and council in the process for their input. The new questions were used in a trial run with our customers to test them out before going live.

From David Higginbotham, LA Rehabilitation Services:

We have three QA staff at this time. Each of the evaluation questions is reviewed on an ongoing basis or at least annually to assure that the item actually measures the standard for which it is intended. The text of the question must be approved by the three QA staff and the Assistant Director of LRS.

From Richard Clark, Iowa Vocational Rehabilitation Services:

In Iowa one of the ways we have grown in selecting questions for the evaluation is by bringing in a team of field staff to build the questions. This team would consist of the staff that are exceeding in the areas of the QA process. We present them with the information from the regulations and ask for feedback on how this would be handled in the field. Based on their responses we build the questions and how we would expect to see it in the case files. Then we take the questions out to the field to train the field staff on the process and questions that have been developed so that they understand what we are looking for and how it will be scored. From there we ask for feedback and tweak it as needed or further educate if the staff are just not understanding the questions. I will attach a copy of one of the forms we have built to review the quality of work with Transition. In this form you will see the questions we would ask in bold and examples of things we would look for in the file to determine if it occured or not. Not all of the examples would be required in each case but some of those activities should be occurring.

Attachments: 1

June 12, 2014 admin Comments Off on — (06/12/2014) Choosing Good or Sound Evaluation Questions: We all know that evaluation can go far off track if the evaluation questions from the beginning are confusing, unclear, irrelevant, unrealistic or not sound. How do you or others in your organizations go about selecting good or sound evaluation questions? I know this includes judgment and a decision making process. I am very interested in how this judgment is made. Do you/your organization have examples of the judgment/decision-making process?

From Lori Ann Jenkins, Program Analyst at the Pennsylvania Office of Vocational Rehabilitation:

Currently we survey our customers six months after a successful closure (employment) and then again 12 months after a successful closure.  The survey is sent via US mail.  The surveys are printed at our Hiram G. Andrews Center, a training center for people with disabilities who want to become employed.   In 2011, OVR purchase an industrial size printer for the primary purpose of the survey.  The printer is also being used to train students at the HGAC as a trade for future employment and as an income stream.  The surveys are scanned by the PA Dept of Revenue for $.26 per survey, and the results tabulated by our contractor Deloitte (who works with our interagency customer database – CWDS).  We send out on an average 7000 surveys a quarter, and receive a 10% return rate.  Currently we are reconsidering placing the survey online and other methods of gaining the necessary information.

From Janet Cool, MSSA, Manager at the Ohio Rehabilitation Services Commission:

I have attached the consumer survey policy and associated forms we are utilizing in Ohio to garner consumer feedback.  With AWARE as our case management system, consumer surveys can be generated as letter attachments.  We worked with IT to coordinate survey links which allow consumers to reply online.  For those without email addresses listed, we have an internal support staff who conducts phone calls, and as the third step there is a mailing that is sent to encourage feedback and the same support staff enters the feedback into AWARE.

Attachments: 1,2,3,4

From Don Kay, Assistant Director at DSHS Division of Vocational Rehabilitation in Washington State:

At Washington DVR, we send our surveys similar to the way you do it. We have assigned one staffer who each month mails hardcopies and tabulates returns. If you find anyone who does it more efficiently, please pass it on. Thanks!

From Mike Hermanson, MS, CRC, VR Program Manager at Montana Vocational Rehabilitation:

Actually, just this morning I was tossing around an idea with our database person.  They indicated that we now have the email of consumers in our data base and I am considering perhaps sending out emails for the surveys, at least for those we have a working email for.  We haven’t done it yet, but it is an idea.  For two years, consumers have been able to do the survey on line, but we haven’t had a great deal of interest in that.  That is probably because the url for the site questionnaire comes with the hard copy survey and prepaid postage envelope to send in and they just do the hard copy rather than type in a rather long url.  Anyway, with the email they could just poke the link to the survey web site and that may go over better, again in early idea stages and haven’t implemented yet.

April 2, 2013 admin Comments Off on — (03/25/2013) I work for KY OVR and we are a VR-general agency. We are currently searching for a more time- and cost-efficient way of conducting six and twelve-month Positive Employment Outcome follow-ups. We average about 3500+ PEO outcomes per year, which equates to 7000+ surveys. I have been challenged to find a more cost-effective way of conducting these follow-up surveys without any additional time on field staff. We have traditionally done mail-out surveys but due to cost of postage and employee time, we were actually looking at better ways to perform this task using current technology and resources (and hopefully a better response rate). Please let me know generally how your state VR agency conducts these follow-up surveys.