1. Vermont Division of Vocational Rehabilitation Employer Survey Brian Robertson, PhD Patrick Madden

2. Some Goals: Assess satisfaction among current clients. Determine awareness of the Vermont Division of Vocational Rehabilitation and its services among the broader business community. Determine the level of interest in VR services among the broader business community.

3. The Survey Questionnaire The survey was tailored to ask questions of both current clients and those not currently receiving services through VR. The main areas of focus were: Awareness of and familiarity with the Division and VABIR. Communications with and use of services provided by the Division and VABIR. Satisfaction with the services provided by the Division and VABIR. Interest in receiving services provided by the Division and VABIR. Company hiring process and prior experiences with employees with disabilities. Communications.

4. Sampling The goal was to provide the views of both current clients as well as the broader business community. A list of businesses was provided by the Division. The goal was to complete 100 surveys among this group of businesses. The second sample was based on a random sample of all businesses in Vermont. The goal was to complete 200 surveys among this group of businesses. The general business sample was stratified by region of the state as well as by the size of the business based on number of employees.

5. Data Collection Data collection began on June 18, 2009 and was completed on July 13, 2009. A total of 342 employers completed the survey. The survey response rate was 57% among businesses from the list provided by the Division (83% cooperation rate). The survey response rate was 21% among the general business community sample (46% cooperation rate).

6. Number of Surveys Completed by Sample Strata StratumGeographic AreaBusiness Size (# of Employees) Actual Number of Completed Interviews General Business Community Sample 1 Statewide50 or more 85 2 Burlington AreaFewer than 10 12 3 Northeast VTFewer than 10 11 4 Southwest VTFewer than 10 12 5 Southeast VTFewer than 10 13 6 Burlington Area10 to 49 29 7 Northeast VT10 to 49 25 8 Southwest VT10 to 49 24 9 Southeast VT10 to 49 31 Total242 Sample List Provided by the Division 10 Burlington Area 32 11 Northeast VT 13 12 Southwest VT 27 13 Southeast VT 28 Total100

7. Data Analysis When we looked at the data, respondents fell into three groups: Current Clients – those that are currently receiving services from the Division (n=63, 17 identified among the general business sample). DVR Non-clients – these represent respondents whose information was provided by the Division but during the interview indicated they had not received services from the Division during the past year (n=54). General Business Non-clients – these are respondents drawn from the general business community that have not received services form the Division during the past year (n=225).

8. Presentation of Survey Results Results are provided for each of these three groups: Current Clients – In charts, these respondents are identified by the green bars. DVR Non-clients – In charts, these respondents are identified by the yellow bars. General Business Non-clients – In charts, these respondents are identified by the red bars.

9. Summary of Survey Results

10. Awareness of and Familiarity with the Division and VABIR

11. 92% of clients are familiar with the Division while the general business community (non-clients) is in large part not familiar with the Division (69% are not familiar).

12. Clients think of the Division as providing assistance with finding jobs and vocational retraining. Most of the general business community (56%) is unsure of the services provided by the Division. Current ClientsDVR Non-clients General Business Non-clients Finding jobs for people with disabilities 16%17%12% Vocational retraining63%52%20% Assistance with finding jobs70%65%22% Helping clients with low income2% 1% Provide ongoing support16%15%4% Career counseling14%6%4% Provides incentives to employers for hiring individuals with disabilities 8%7%0% Assists Disabled Veterans 0% Other2% 0% Unsure, not familiar3%26%56% Based on what you know or may have heard, what types of services are provided by the Vermont DVR?

13. 81% of current clients have a positive image of the Division, while 72% of those in the general business community have a neutral image or are simply unsure.

14. Only 44% of current clients are familiar with VABIR; only 9% of those in the general business community are familiar with VABIR.

15. Most respondents are unsure of the types of services provided by VABIR. Current ClientsDVR Non-clients General Business Non-clients Job help for unemployed19%20%4% Job training11%9% Job coaching8%6% Job skills development6%9%1% Find jobs for disabled6%11%3% Counseling5%6%1% Education for employers3%2%0% Similar to VR Services3% 1% Provide adaptive equipment3% Unsure, not familiar60%72%92% Based on what you know or may have heard, what types of services are provided by VABIR?

16. 38% of current clients have a positive image of VABIR while 62% have a neutral image or are unsure.

17. Communications with and Use of Services Provided by the Division and VABIR

18. Two-thirds of clients have been working with the Division more than two years.

19. 79% of clients have met with a representative of the Division; only 12% of those in the general business community have met with a representative of the division.

20. 51% of clients have met with a representative of the Division within the past several months. Among those in the general business community, the largest percentage that met with a representative did so more than two years ago. Current ClientsDVR Non-clients General Business Non-clients Within the past week13%4%0% 2 - 3 Weeks ago21%2%1% 1 Month ago6% 0% 2 - 3 Months ago11%2% 4 - 6 Months ago10%6%2% 7 - 9 Months ago2% 10 - 12 Months ago5%11% 1 - 2 Years ago10%4%3% > 2 Years ago3%13%6% Unsure 2% Not met with representative21%56%88% When was the last time you met with a representative of VocRehab Vermont?

21. Only a small percentage of respondents have met with a representative of VABIR. Current ClientsDVR Non-clients General Business Non-clients Within the past week6% 2 - 3 Weeks ago8%6%1% 1 Month ago5%2% 2 - 3 Months ago5% 4 - 6 Months ago2%7% 7 - 9 Months ago 2% 10 - 12 Months ago 2% 1 - 2 Years ago 9%1% > 2 Years ago 4%0% Unsure2% Not met with representative73%69%97% When was the last time you met with a representative of VABIR?

22. Among the general business community (non-clients), 10% have received services from the Division or VABIR in the past.

23. Among those that have used services in the past, the most commonly used service was referral of candidates for job openings. DVR Non-clients General Business Non-clients Referral of candidates for job openings37%6% Training and consulting on disability and employment 6%4% Retention and/or retraining of incumbent workers who develop disabilities 6%1% Disability awareness and etiquette trainings for supervisors, managers and staff 4%2% Assistance with accommodations for workers with disabilities 15%4% Identification of hiring incentives such as tax credits, training reimbursement 15%3% Invest EAP discounts 1% Job coaching20%2% Try before you buy options for assessing a candidate 15%1% Which services has your company or business used this service in the past? (% among all respondents in group)

24. Among employers in the general business community that have used services in the past, 29% had a relationship with the Division 1 – 2 years ago; 35% had a relationship with the Division more than 5 years ago.

25. The main reasons for not working with the Division are simply there is no need and the lack of openings. DVR Non-clients General Business Non-clients No need22%26% No openings26%22% Poor communication11%9% Still working with them4% Poor economy affecting number of jobs33% Job is too technical, difficult for applicants 7% Unsure19%39% Why is your company or business no longer working with VocRehab Vermont and/or VABIR?

26. Satisfaction with the Services Provided by the Division and VABIR

27. Among current clients, the most commonly used services are referral of candidates for job openings (81%), training and consulting on disability and employment (49%), and assistance with accommodations for workers with disabilities (46%). % Yes Referral of candidates for job openings81% Training and consulting on disability and employment49% Assistance with accommodations for workers with disabilities46% Job coaching40% Identification of hiring incentives such as tax credits, training reimbursement 35% Retention and/or retraining of incumbent workers who develop disabilities 30% Try before you buy options for assessing a candidate25% Disability awareness and etiquette trainings for supervisors, managers and staff 10% Invest EAP discounts10% Some other service3% Does your company or business CURRENTLY use this service: (% among current clients)

28. There is a high level of satisfaction with the services provided by the Division % Satisfied % Dissatisfied % Unsure Referral of candidates for job openings88%12% Training and consulting on disability and employment84%3%13% Retention and/or retraining of incumbent workers who develop disabilities 84%5%11% Disability awareness and etiquette trainings for supervisors, managers and staff 100% Assistance with accommodations for workers with disabilities 83% 17% Identification of hiring incentives such as tax credits, training reimbursement 91%5% Invest EAP discounts100% Job coaching92%8% Try before you buy options for assessing a candidate88%6% Overall, how satisfied are you with:... (% among clients receiving service)

29. There is also a high level of satisfaction with Division staff. % Satisfied % Dissatisfied % Unsure Referral of candidates for job openings100% Training and consulting on disability and employment81%3%16% Retention and/or retraining of incumbent workers who develop disabilities 84%5%11% Disability awareness and etiquette trainings for supervisors, managers and staff 100% Assistance with accommodations for workers with disabilities 86% 14% Identification of hiring incentives such as tax credits, training reimbursement 86%9%5% Invest EAP discounts100% Job coaching92% 8% Try before you buy options for assessing a candidate94% 6% How satisfied are you with Division staff providing this service? (% among clients receiving service)

30. Among dissatisfied clients and those offering suggestions for service improvement, common themes are the quality of the candidates, the burden of paperwork, and better communication. The folks they provide need a little more training, they should look more closely at what we're trying to fill. Job readiness would help some of the folks who tried out here. There needs to be more attention paid to this factor. They need to be more aware of the job and the detail of what the job entails. Because you have to fill out lots of paperwork and they still deny you or give you the run-around. Less paperwork; I think that that is the thing that ties us up the most is the paperwork and the dates and they have to have a certain date on them - a lot more services could be used if there wasn't so much, so many hoops. Staying in touch with us as much as possible. They could have followed up on how the worker was doing after a week or so. This is not good as they need to know just how well they do in the workplace.

31. Among current clients, 73% have hired a candidate referred by the Division or VABIR.

32. Interest in Receiving Services Provided by the Division and VABIR

33. There is interest among employers for the services provided by the Division (among those not currently receiving services) DVR Non-clients General Business Non-clients Identification of hiring incentives such as tax credits, training reimbursement 41%46% Retention and/or retraining of incumbent workers who develop disabilities 44%45% Try before you buy options for assessing a candidate41%45% Assistance with accommodations for workers with disabilities 44%40% Disability awareness and etiquette trainings for supervisors, managers and staff 41%39% Referral of candidates for job openings52%37% Training and consulting on disability and employment 41%33% Invest EAP discounts19%33% Job coaching31%33% How interested would your company or business be in receiving this service: (% very or somewhat interested)

34. Company Hiring Process and Prior Experiences with Employees with Disabilities

35. Seven in ten current clients (70%) say they have a diversity initiative implemented in their business. This compares to only 35% of employers in the general business community.

36. Eighty-seven percent of current clients are aware of the tax credits and deductions offered by the Americans with Disabilities Act.

37. The majority of both clients and non-clients say that the availability of tax incentives would not affect their likelihood to hire a candidate with a disability.

38. Almost three-quarters (73%) of current clients would be interested in a service where they could assess candidates with disabilities before committing to hire the candidate.

39. Seven in ten current clients (70%) would be interested in a service that provides assistance for employees who may develop age related disabilities.

40. Three-quarters (75%) of current clients indicate they are familiar with Employee Assistance Programs (EAPs). 66% of these clients offer their employees access to an EAP. 53% of these non-clients offer their employees access to an EAP.

41. Among those who do not currently offer an EAP, few expressed interest in meeting an Invest EAP representative to learn about how it could benefit their company.

42. Three in ten current clients (29%) work with other placement programs in addition to VocRehab Vermont and VABIR. Note: The programs most commonly mentioned were the Department of Labor, VT Associates, and Recruiters or staffing agencies in general.

43. Current Clients General Business Non-clients Email54%46% In-person contact by a representative35%8% Regular mail - brochures, pamphlets35%48% Telephone contact by a representative13%6% Website14%12% Job fairs5%1% Need nothing more2%- Payroll attachments2%- HR Department of business, specific person2%1% Newspaper-<1% Posters-<1% Unsure-7% What is the most effective method of providing your company or business with information about the services that VocRehab Vermont and VABIR provide? Among both current clients and non-clients, email and regular mail is the most effective method of providing companies with information about VocRehab Vermont and VABIR.

44. Summarizing by Group:

45. Current Clients The level of satisfaction is high so there are no broad concerns with client satisfaction. Some potential areas of focus among current clients are: Better preparation of candidates and working with clients to understand the specifics of their business in order to better prepare candidates for the workforce. Work with clients to help minimize the burden of paperwork. Communicate with clients more frequently including more personal contact via in-person meetings. Look for opportunities to expand the list of services that you provide your current clients (cross promoting your services).

46. DVR Non-Clients Among this group, awareness of DVR is quite high, but there is a lack of knowledge about specific services. Half have received services from DVR in the past, but not recently. 44% have met with a representative, but most meetings occurred more than 6 months ago. There is interest among this group in the services that DVR provides. This group represents an important opportunity because they are already aware of DVR. Your efforts among this group should focus on communicating about the specific services you offer. Get in touch and stay in touch. Follow up on their specific needs. Remember, a need for services can arise at any time.

47. General Business Non-Clients Among this group, there is little awareness of DVR in general, let alone awareness of the specific services the Division offers. Only 12% have met with a representative and most meetings occurred more than 2 years ago. Your efforts among this group should focus primarily on increasing overall awareness of the Division as a first step. There is interest among this group in the services that DVR provides. Once you introduce yourself to the broader business community you can then provide the details of specific services and the benefits of these services.

48. Vermont Division of Vocational Rehabilitation Employer Survey Thank you for your time. I would be happy to answer any questions.