Webinar November 21, 2013 2:30-3:30 Eastern Standard Time Approaches for Reporting Vendor Performance in Vocational Rehabilitation: A Benchmarking Study by Florida VR Webinar November 21, 2013 2:30-3:30 Eastern Standard Time

Many thanks to all who helped! Rehabilitation Technical Assistance Center on VR Program Management Florida Division of Vocational Rehabilitation Team Florida Association of Rehabilitation Facilities Participant VR State Organizations

Webinar Timeline and Objectives Subject / Objective 2:30 – 2:35 Welcome, housekeeping, acknowledgements, and objectives 2:35 – 3:10 Discuss Project Background and Methods Present Key Findings Review Prototype Report Discuss Next Steps 3:10 - 3:25 Open Discussion and Q&A 3:25 – 3:30 Wrap Up and Close

Our project mission is to design and implement a process that effectively and fairly assesses and reports vendor performance, and improves VR outcomes.

Methodology Conducted planning meeting Development of assessment process and project charter Conducted focus group with vendors Identification of vendor requirements and concerns Identified benchmark partners Narrowed scope from all organizations to only VR organizations Developed benchmarking package Conducted structured interviews with partners

Benchmarking Package Code of Conduct Diagram of process

Description of Process Benchmarking Package Vendor Brochure Description of Process

Benchmarking Package – Structured Interview Questions Contact information and instructions Questions aligned to process design

Benchmarking Package: Structured Interview Questions

Results Many specific answers & examples provided during interviews 50+ templates, report examples & resources shared by benchmarking partners Interview responses yielded 10 key findings that address decision points in the process Findings will be included in recommendations provided to design and implementation teams

What makes a good vendor performance system? What we found… How we will address… 1) Vendors have opportunity to be involved in developing the system and measures Stakeholder involvement since planning phase Rehab provider focus group Rehab provider benchmark call 2) Rating system is standardized, and vendors are rated equally Across-the-board rating system Include vendor and customer demographics for context 3) Vendors have reasonable opportunity to view and appeal report before it is published Stakeholder involvement in developing guidelines Gain consensus on appeal process 4) Stakeholders understand the value of the system and its data Stakeholder training on interpretation of data and how to use it – keeping it simple 5) Data is accurate; analysis is sound and ethical Validity check performed on performance data prior to “official” posting of reports

What makes a good vendor performance system? What we found… How we will address… 6) Measures cover the entire VR service cycle Get feedback from stakeholders before finalizing reported measures Make adjustments to the reports as conditions and processes change 7) Stakeholders can view performance data for multiple vendors Ensure that all vendor reports are public and accessible Educate stakeholders on the value of a transparent system 8) Report contains a balance of performance measures, vendor and customer profile Include demographics for context Include time, cost, and outcome measures 9) Reports are used for informed choice and continuous improvement Ensure that guidelines explain the purpose and intent of vendor performance system 10) Poor performing vendors are managed using a uniform process Gain consensus from VR and vendors on process for managing poor performers

Benchmarking Partners What is VR measuring? Benchmarking Partners A- 1 A- 2 A- 3 A- 4 A- 5 A- 6 A- 7 A- 8 A- 9 FL VR General Demographic Info   Vendor demographics (name, contact, ID#, etc.) Customer demographics (age, gender, disability) Customer Satisfaction Satisfaction rating (service, vendor, job) Cost Measures Vendor expenditures (specific service, county, office, VRC) Average cost per case Average hours billed per customer Average cost per closure (successful, unsuccessful) Cycle Time Measures Total length of time in services Length of time between process steps Job Measures Job type Jobs with benefits Average wages (Initial, at closure, per vendor) Average hours worked Vendor Performance Measures Number of referrals (total, service type, disability) Number of customers served (total, service, disability) Number of authorizations per vendor Number of IPEs written Services provided per vendor Number of initial placement benchmarks met Number of interim placement benchmarks met Number of successful closures (total, service, disability) Rehabilitation rate (total, service, disability) Number of unsuccessful closures Service hours provided to customer

Reports to be located in the Vendor Section Location of Reports Rehabworks.org Reports to be located in the Vendor Section

Next Steps Complete stakeholder review of process, guidelines and prototype report card Finalize tools and conduct implementation sessions Post reports online Continuous feedback and improvement

Open Discussion Questions or feedback for us? Thank you for attending! If you have questions or comments after the webinar, please contact: Steve Collins- steven.collins@vr.fldoe.org Libby Moody- elizabeth.moody@vr.fldoe.org