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Date: December 10, 2008

To: Pat Cannon

From: Bob Robertson

Re: VR Survey Results

This report will outline the findings from the vocational rehabilitation survey done with those consumers who had a case closed successfully within the past 12 months. There is a second part of the overall survey focusing on those from the Independent Living Program but those results are not yet available.

This survey is the culmination of many hours of conversation and review from various committees and individuals who have provided their ideas for specific questions on the survey over a 4-6 month time frame. In addition to both internal and external contributors directly related to MCB, we solicited the assistance of Dr. Brenda Cavanaugh, a professor at Mississippi State University for her expertise in question writing.

The plan all along was to do this as a telephone survey. We obtained a commitment from the Michigan Commission on Disability Concerns (MCDC) and two of their staff, Doug Spade and Mike Clement, would actually attempt to reach each respondent via telephone. The contacted nearly 160 persons closed from the VR program and received feedback from 79. Please note that not everyone answered every question so at times the total responses do not equal 79.

Most of the questions required a definite answer. I have indicated the number of responses in parentheses behind each response for each question. We also included several open-ended questions at the conclusion of the survey. I have reported all of the comments, as indicated by Mr. Spade and Mr. Clement.

If you have any questions regarding any item on this survey, let me know and I’ll try to clear it up for you.

cc: Leamon Jones

Sherri Heibeck

Christine Boone

1. To what extent were you given a choice when selecting specific services, doctors, programs, etc.?

1 – not at all (3)

2 – sometimes (24)

3 – all the time (52)

2. Did you receive the materials in your preferred format, i.e., Braille, computer disk, large print, etc.?

1 – never (6)

2 – sometimes (13)

3 – always (59)

(one person answered “n/a”)

3. Why did you seek VR services from the Commission? (check all that apply)

1 – help finding a job (40)

2 – needed training/schooling (53)

3 – help with daily living skills (33)

4 – had a job and needed help keeping it (32)

5 – my family told me to come here (8)

6 – was afraid to go places alone (22)

7 – other, please specify:

- wanted to be more productive

- low vision exam

- needed assistive equipment (5)

- church referred me

- hospice recommended it

- Americorp referred

- Help starting a business

- School referral

- Referred by low vision specialist

- Self-employment assistance

- Mobility training

- Needed updated equipment

- Doctor recommended (4)

- Friend referred me (2)

- Referred by hearing aid salesman

4. In the past 2 years, did you take classes at the Training Center in Kalamazoo?

Yes – (3) No – (76)

If yes, were you satisfied with the services?

1 – not at all satisfied

2 – somewhat satisfied (1)

3 – very satisfied (2)

Over the two years, how long did you receive services?

1 – six weeks or less (2)

2 – seven weeks to four months (1)

3 – more than four months

5. In the past 2 years did you take classes at Visually Handicapped Services at Detroit Receiving?

Yes – (2) No – (78)

If yes, were you satisfied with the services?

1 – not at all (1)

2 – somewhat satisfied

3 – very satisfied (1)

Comment from person who said “not at all” – not well received, saddened at response, woman should’ve been fired, was mean

6. In the past 2 years did you receive services at other training centers for the blind, including out-of-state programs?

Yes – (3) No – (76)

If yes, were you satisfied with the services?

1 – not at all

2 – somewhat satisfied

3 – very satisfied (3)

- Grand Rapids (1)

- Wisconsin (1)

- Did not indicate location (1)

7. In the past 2 years have you received help in finding a job from the Commission?

Yes – (21) No or n/a – (58)

If yes, were you satisfied with the services?

1 – not at all satisfied (1 – didn’t want to comment)

2 – somewhat satisfied (8)

3 – very satisfied (9)

Comments:

- would recommend to anyone

- jobs were rather ‘two bit’ in nature

8. To what extent did you participate in your pursuit of a job?

1 – not at all (1)

2 – somewhat (4)

3 – a great deal (25)

9. How much did Commission services help you to have a more positive attitude about your blindness?

1 – not at all (7)

2 – somewhat (26)

3 – a great deal (46)

10. How much has your life improved since receiving services from the Commission?

1 – not at all (6)

2 – some (30)

3 – a great deal (43)

Comments:

- got a shredder and a watch but nothing else

- _______ was great, _______just sends paperwork

- Need more resources

- Still the same

- Continued loss of vision tough to live with

- Reassuring to have someone to call when needed

11. How satisfied were you with the overall services received from the Commission?

1 – not at all satisfied (1 – needed more resources)

2 – somewhat satisfied (24)

3 – very satisfied (54)

Comments:

- not evaluated in the beginning, 2^nd person more helpful, money wasn’t there, still need help with JAWS

- A little more follow-up would be nice

- They’ve been right there for me

- MCB has helped a lot but counselors are inconsistent with follow-up

- Thankful for what’s gotten but feels if anything goes wrong, won’t get ore help

- They kind of dropped me

12. Would you refer a family member or friend who is blind to the Commission for services.

Yes – (77) No – (2)

(by the way, 14 commented they have already referred someone)

13. What additional services could the Commission have provided you with that would’ve enhanced your ability to live more independently?

Comments:

- could’ve provided funding for more education

- instruction for configuring computer

- more computer training (6)

- could’ve provided info about available services, had to keep asking

- possibly Braille in home

- more compassion, empathy, and understanding from staff, especially the new ones

- would like case reopened to find new job

- laptop would’ve been nice

- kindness would’ve been nice

- MCB should market itself better, many don’t know they exist

- More help finding a better job that she has rather then just telling people to get one

- More help getting a job

- Transportation, mobility training in home

- Driving classes

- Magnifiers for the home

- More info on tape, more help with daily living

- Pet kennel at training center and could’ve stayed there longer

- More follow-up (4)

- Not limiting training to vocational goals

- More mobility classes

- Offer annual “refresher” training

14. How satisfied were you with the communication between you and the Commission staff? (This question was open-ended so the responses varied considerably.)

Very or extremely satisfied - (40)

Satisfied - (11)

Somewhat satisfied, not satisfied, pretty satisfied, or any other description indicating less than satisfied - (24)

Comments:

- person providing service may be over-worked, out of office a lot and difficult to reach

- takes too long for counselor to return calls

- response was slow

- could’ve been better

- fairly well satisfied but there was room for improvement

- had to make a lot of phone calls to get answers to questions

- very pleased, Stephanie did an outstanding job

- staff was difficult to deal with, communication poor

- they could’ve done more than they did

- communication with Commission was good but soured

- not very satisfied, very little contact with counselor

- calls aren’t returned

- satisfied, Debbie returned calls

- what communication?

- So-so, at times difficult to reach counselor

- Responses could’ve been quicker

- Could’ve been more clear

- Not very satisfied, counselor was a dingbat, hard to get hold of

- Very satisfied after finding out MCB existed, doctors hadn’t even told me for 3 years

- Spotty and inconsistent, attitude could’ve been improved, staff lacked respect and professionalism

- Michelle was a very good caseworker, very understanding and encouraging

- Satisfied but difficult to get hold of, had to leave a lot of messages and sometimes waited a couple weeks before getting a response

- Very satisfied, especially wanted to compliment caseworker Michelle Visscher

- Fairly satisfied but was often hard to reach someone

- Somewhat satisfied, sometimes very hard to reach, phones seemed to be down a lot

- Bernie Kramer, Christine Pada, and staff in Kalamazoo were all excellent and should be rewarded for their great help. The mobility training was marvelous. Braille instruction was wonderful (Bonnie Betz), Jim Baird (mobility instructor) was very good, Karen Cornell (exercise room) also very good. The taxpayers’ money is well-spent there. Would be happy to serve as an MCB Commissioner.