September 1, 2015 (rev)
December 1, 2016 (rev)
Every Day in Every Way We…..
Put Our Clients First
Take Care of Customers
Work in Teams
Value our Staff
Are Organized, Utilized, and Valuable
Preserve Leadership Ethics, Accountability, Center Values, and Public Trust
Federal policy and regulations governing Vocational Rehabilitation (VR) programs require a review and analysis of the effectiveness of, and consumer satisfaction with:
Reflective of federal regulations and a major component of WWRC's Performance Management System, this governance procedure establishes a written plan for the coordination and integration of all consumer satisfaction data gathered during and at time of exit for a given consumer's enrollment in Center services and programs as well as of sponsor satisfaction data, where available. This governance procedure further defines how the organization uses identified customer satisfaction trends and issues for program improvement and strategic planning. Finally, this governance procedure: specifies written business processes, expectations, and standards related to customer satisfaction data collection, usage, and issues of confidentiality: and clarifies roles of designated staff members.Consumer rights not to participate should be respected.
Customer Satisfaction Written Plan The WWRC Organizational Development and Quality Assurance (OD&QA) Division is accountable for administration of the Center's Customer Satisfaction System, in partnership with the WWRC Executive Team, Managers/Supervisors, and designated Program staff.Major components of WWRC's Customer Satisfaction System are summarized in the table below. The methodology applied to each is described in more detail.
(during program enrollment period)
Trends and issues identified through all components are expected to be integrated within the Customer Satisfaction Annual Report. WWRC Division Directors, Program Managers and Supervisors are expected to review and share pertinent information with assigned staff and to consider potential program and process improvements based on consumer feedback received.
The Consumer Satisfaction Exit Survey provides consumers the opportunity to provide feedback regarding their WWRC experience. Respondents answer six questions pertaining to how WWRC assisted them in moving closer to their job goal, including any suggestions for service improvement. The results of the consumer satisfaction survey are exported from Survey Monkey into SPSS for analysis. In analyzing the survey results, WWRC census data is used to determine which service area(s) the respondent participated in (Postsecondary Education Rehabilitation Transition (PERT), Vocational Evaluation, Life Skills Transition Program (LSTP), Medical, Drivers Education, or Vocational Training). Although respondents could have participated in more than one service area, the respondent service area is determined by which service area the respondent was in at the time of survey completion.After analysis the results will be posted to the WWRC Customer Satisfaction SharePoint site for review and discussion. Exit Survey data will be exported to the SharePoint site on or about the twenty-first of each month. The exported data will show the previous month and a year-to-date summary for the questions with answer options. The open-ended responses will be summarized (categorized by themes) and posted on a quarterly basis. Select feedback meeting certain criteria (to be defined) may be shared more immediately.
WWRC Customer Satisfaction Distribution Plan
The Customer Satisfaction SharePoint site will be linked to the WWRC Data Hub (currently under construction). The WWRC Data Hub will serve as the primary portal for connecting to all Center related data reports, including consumer satisfaction data.
The WWRC Customer Satisfaction site will be made accessible to all WWRC/Agency (DARS) staff. The data contained on this site is for internal use only and may not be used without written permission from the Lead Program Evaluation analyst.
WWRC's Lead PE Analyst, shall meet with the WWRC Executive Team at least semi-annually to review integrated data analysis findings and recommendations relative to strategic planning goals and other Agency/Center initiatives. The Executive Team, in collaboration with the Director's Leadership Team, will analyze findings and develop recommendations to ensure coordinated and integrated utilization of client satisfaction data. Trends and issues, as well as program and process improvements resulting from integrated customer satisfaction feedback, will be identified in an Annual Report, published by the first week of January each year,
Departmental Managers and Supervisors are expected to share findings and recommendations from Divisional meetings with direct service and other "front line" staff.