Topic Number2.4.20Effective Date

September 1, 2015 (rev)

December 1, 2016 (rev)

ProcedureCustomer Satisfaction
PurposeTo establish and maintain a coordinated and integrated system of measuring, extracting, analyzing, communicating and using customer satisfaction data, including sponsor satisfaction data, where available, for program improvement and strategic planning. 
Accountability Indicators
  • The WWRC Lead Program Evaluation (PE) Analyst meets or exceeds position expectations for management of WWRC's Customer Satisfaction System, as defined in the Employee Work Profile and measured annually through the Performance Evaluation process.
  • Designated WWRC employees consistently follow written business processes, expectations, and standards related to customer satisfaction data collection, usage, and issues of confidentiality, as observed, documented, and reported by others.
  • Customer Satisfaction results, findings, and recommendations, including the Annual Report, are maintained on a designated Consumer Satisfaction Sharepoint site.
  • There is evidence that Executive Leadership, program managers and supervisors routinely review and use Customer Satisfaction results, findings, and recommendations.
Policy Reference
Detailed Governance Reference
Executive Staff ContactKathy Trossi, Division Director, Organizational Development & Quality Assurance (OD&QA)

 

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

 

Governance Procedures 

Federal policy and regulations governing Vocational Rehabilitation (VR) programs require a review and analysis of the effectiveness of, and consumer satisfaction with: 

  • The functions performed by the designated State agency;
  • The vocational rehabilitation services provided by State agencies and other public and private entities responsible for providing vocational rehabilitation services to individuals with disabilities under the Act; and
  • Employment outcomes achieved by eligible individuals receiving services under this part, including the availability of health and other employment benefits in connection with those employment outcomes.

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.

 

                             Component                                                 Data Collection Frequency                                 Consumer Representation             
  • Student Focus Group

3-4 times/year

(during program enrollment period)

Random selection - sample
  • Student Suggestion Box
OngoingAny enrolled consumer
  • Consumer Exit Survey
At time of Center exitAll
  • Sponsor Satisfaction Survey
​In development​In development

 

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.   

  • Student Focus Groups:  Methodology
     

    The OD&QA Division conducts student focus groups to gather satisfaction data from currently enrolled clients, with students randomly selected and invited to participate; the targeted size for each focus group is 8-10.  Each focus group has a designated staff facilitator and staff note taker.  Focus group transcripts are analyzed via qualitative methods.

    All focus group participants are randomly selected from within the Vocational Rehabilitation Services Division, but do not include current PERT or current Vocational Evaluation students.  This is due to the short duration of these programs, for example a PERT student is typically at WWRC for ten days.  

    A list of all current Vocational Training and Life Skills Transition Program students is obtained from the Vocational Training morning report database.  In addition, a list of all graduating students is obtained to identify graduating students that will be on campus at the time the focus group is conducted.   From the lists of students received, two separate groups, graduates and non-graduates, are randomly selected.   Approximately 30 to 40 students are randomly selected, of which sixteen (16) students consisting of approximately 6 graduates and 10 non-graduates are invited to participate in the focus groups. 

    Random selection of focus group participants is conducted approximately one week prior to the date of the focus group.   Immediately after the random selection process, WWRC counselors, instructors, and residential staff are notified of the selected students.   The collaboration with WWRC counselors and instructors identifies students that are not available to participate in the focus group.  The focus groups are typically conducted the day before a WWRC graduation.  

    The designated staff note taker documents and transcribes the focus group conversation into a Microsoft Word document.  The staff facilitator briefly reviews the document for clarity.   This document (in its raw form) is then sent to the Lead PE Analyst for analysis.  A transcript and summary analysis shall be published to the consumer satisfaction SharePoint site within 45 days following the focus group, to be accessible by all WWRC staff with computer access.  

     
  • Consumer Satisfaction Exit Survey:  Methodology
     

    All consumers served by the WWRC Vocational Services Division, regardless of program or service provided, are asked at time of discharge and/or service area completion to complete a computer-based survey to obtain feedback.  The computer-based survey (using Survey Monkey) consists of statements about WWRC and its services.  Dedicated computers in targeted locations are used for this purpose.  Select WWRC employees, trained in survey procedures and issues of confidentiality, are available in each location to assist clients in access and completion of the survey, and as needed, to accommodate any disability-related needs.  

     
    The Consumer Satisfaction Exit Survey is available and accessible in any of the following areas:

     
    • Rehab Counseling (one designated PC) - Counselors coordinate the completion of surveys for Vocational Evaluation clients.
    • Vocational Training - The survey link has been placed on the PC's in the classroom area where clients participate in the employment skills section of Vocational Training.   Clients complete the survey during their last week in Training.
    • PERT – a designated staff member facilitates the completion of surveys by directing clients to a PC that contains the survey link.
    • Medical – A survey link has been placed on the PC's in the Rothrock Hall lounge.
    • LSTP – the survey link has been placed on the PC's in the classroom area where clients participate in the employment skills section of LSTP.   Clients complete the survey during their last week in LSTP.
    • Media Center (all PC's) 

 

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.
 

  • Student Suggestion Box:  Methodology 

    In SFY Year 2011, WWRC created a student suggestion box to replace the existing Consumer Feedback System.  The student suggestion box was a direct result of the WWRC 2010 Blueprint for Direction, aimed at capturing the "student voice" in an efficient/streamlined manner.  

    Each student suggestion is reviewed by the WWRC Residential Services Division Director.  Each suggestion is reviewed and either sent to the appropriate service area for further review and comment as appropriate.  The Lead PE Analyst receives a summary of the feedback for inclusion in the Consumer Satisfaction Annual Report.

 

  • Sponsor Satisfaction Survey:  Methodology

    WWRC collects sponsor satisfaction in three areas – Vocational Evaluation, Counseling Services and Life Skills Transition Program.   A sponsor is defined as a Vocational Rehabilitation Counselor or other staff member from the Division of Rehabilitative Services (DRS). 

    WWRC is currently evaluating sponsor satisfaction survey methods.  An initial workgroup has met to discuss the need to conduct sponsor satisfaction surveys pertaining to PERT, Vocational Evaluation, and Rehabilitation Counseling.   WWRC is currently examining the potential to conduct all sponsor satisfaction surveys using Survey Monkey. 

    It is anticipated that a pilot of the new Sponsor Satisfaction Survey will happen within CY 2016. 

 

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.