1. Recruitment, Retention and Raises Stacey Cummings May 19, 2010

2. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 2 The Utah State Office of Rehabilitation Provides vocational rehabilitation services to persons with disabilities to assist with gaining employment and independence. VR Counselors are specialists with at least a Master’s degree and eligibility for State licensure (new, was national certification prior to January 1, 2010).

3. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 3 Where did it start? The problems began with the creation of the Department of Workforce Services in 1997, the year before the passage of the WIA. Consolidation of six separate agencies into a single department. 1,200 generic employment counselors were benchmarked against 116 VR counselors. Generic employment counselors only needed a GED vs VR Masters degree.

4. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 4 The Problem: Counselor Turnover Total Counsel Turnover Total Turnover Year

5. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 5 Voluntary Terminations Voluntary Counsel Resignations Voluntary Resignations Year

6. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 6 Why? Pay Competition with private sector employers Burnout High caseloads Paperwork burden Organizational culture issues?

7. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 7 Turnover Cost Analysis Rehabilitation Counselors Separation costs= $19,232 Replacement costs= $10,955 Training costs= $152,497 TOTAL COST PER COUNSELOR = $182,684 FY 2007 USOR lost 16 counselors = $2,922,944 *Asked again for market study/comparison, was unsuccessful *Asked ourselves what can we do?

8. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 8 Incentive Program Criteria All closed cases must pass review. Payment of $75 per case for counselors beginning with 31 st successful closure. For supervising counselors, for 23 rd successful closure. Payment of $150 per case for which social security reimbursement is received. Limit of $3,999 per counselor per year.

9. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 9 Incentive Program Goals Improve Rehabilitation Counselor Retention, Decrease Turnover Increase Rehabilitation Counselor Compensation Increase the quantity of Successful closures, Productivity It was originally presented as a Trial Program

10. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 10 Since Implementation (3 years in) Voluntary resignations have increased from an average of 15 per year to 21 per year Voluntary resignations have not declined with the existence of the incentive program

11. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 11 Compensation An average of 25 counselors received the incentive in a given year ($894 before taxes) On average 91 counselors received no incentive The average increase in compensation across the board is $180 before taxes per counselor for the 3 year period

12. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 12 Compensation 2005- 13 payouts, $1140 per 2006- 32 payouts, $698 per 2007- 30 payouts, $845 per 2005- 103 counselors DNP 2006- 84 counselors DNP 2007- 86 counselors DNP

13. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 13 Compensation 5 counselors received the incentive every year:  2005-$4775 (32% of total)  2006- $5400(24% of total)  2007-$8850 (35% of total) In 2007, 25 counselors shared the other 65% of the incentive dollars (83% of those eligible).

14. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 14 Productivity Total 26 Closures Year

15. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 15 Increased Productivity Average 26’s per Counselor Year

16. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 16 Productivity Data Interpretation Incentive program could not be shown to have had a significant impact on 26 closure numbers in a statistically significant way due to other contributing variables.

17. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 17 Costs Average payout $20,841per year Average estimated administration costs $39,062 per year Average total cost $59,904 For 3 year period estimated $179,711 spent to pay out $62,525 in incentives

18. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 18 So what now? Decisions made were based upon review of the following: Our Mission, Vision and Values USOR funding ratio of case services to administrative costs USOR Leadership Development USOR Horizons activity and findings Recruitment and Retention Policy

19. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 19 USOR HORIZONS Research, analyze and make recommendations for implementation that will result in the betterment of the division, its functioning and effectiveness, and Provide opportunity for staff members to participate in skill development and professional growth experiences outside their day to day job responsibilities.

20. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 20 After Studying Situation: Some Program and Professional Enhancements were felt to be needed in the areas of: Supervision Career Pathways, and Recruitment & Retention

21. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 21 Findings of Horizons Task Force: Supervision A broad and varied range of responses regarding critical characteristics of supervision, from glowing to critical. Generally, staff see their supervisors in a positive light. That there are areas of improvement needed of a systemic nature:  The degree of time supervisors have/give  The approachability of supervisors  General knowledge of supervising staff

22. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 22 Supervisory Enhancements: Reduce Supervising Counselor to caseloads supervised ratio. Current ratio- 1:4.5 S.C. to Counselor Target ratio- 1:3 S.C. to Counselor Targeting 6 counselor positions, upgrading to supervising counselor toward meeting this goal. Reduce Supervising Counselor caseload size for at least 51% time available for supervision. Establishing caseload size range of 80-95 clients

23. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 23 Supervisory Enhancements (cont.) Establishment of a Supervisory Academy Partially initiated through the Leadership Development activity of the division. Also pilot program through USU specifically for VR supervisors. Designed to improve level and consistency of supervision across the division, and to provide development and continuous improvement forum for all supervisors.

24. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 24 Professional Enhancement Plan Rehabilitation Counselors and all those benchmarked to this position...  To replace the Recruitment & Retention Incentive Plan.  To provide more equitable across the board impact to the compensation for your profession.  To “stop the bleeding” in our primary position... Effective July 1, 2008, a five-step ASI for staff benchmarked to the Counselor position was implemented. This was in addition to the 5% COLA provided by the legislature. Combined, this resulted in an 18.75% salary increase.

25. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 25 Professional Enhancement Plan For the most part, staff not benchmarked to the Rehabilitation Counselor position...  To provide compensation for the professionalism of your position.  In recognition of the support given to the driving force position of USOR... Effective July 1, 2008, a one-step ASI for staff not benchmarked to the R.C. position. This was in addition to the 5% COLA provided by the legislature. Combined, this resulted in an 7.75% salary increase.

26. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 26 How did we do it? Located a sympathetic legislator Gave information on incredible turnover, constant complaints (multiple sources), lack of customer service plus remaining staff suffering, explained unresponsiveness of Human Resources Got her to sponsor a bill

27. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 27 Approved for Filing: D.S Larsen 6 6 01-24-07 3:19 PM 6 STATE OFFICE OF EDUCATION HUMAN RESOURCE MANAGEMENT AMENDMENTS 2007 GENERAL SESSION STATE OF UTAH Chief Sponsor: Ronda Rudd Menlove Senate Sponsor: Peter C. Knudson General Description: This bill modifies the Utah State Personnel Management Act to require the State Board of Education to adopt human resource policies and procedures for its employees and exempt them from overtime, career service, and classified service provisions under the Department of Human Resource Management. Highlighted Provisions: This bill: requires the State Board of Education to adopt human resource policies and procedures governing its employees; exempts all employees instead of only certified employees of the State Board of Education from overtime provisions under the Department of Human Resource Management; exempts all employees instead of only certified employees of the State Board of Education from classified service provisions under the Department of Human Resource Management;exempts employees of the State Board of Education from career service provisionsunder the Department of Human Resource Management; and makes technical changes. Monies Appropriated in this Bill: 184 01-24-07 3:19 PM None Other Special Clauses: This bill takes effect on July 1, 2007. Legislative General Counsel

28. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 28 Effects to Date Productivity – 26 closures up 5% in the first year. Volunteer terminations reduced to almost zero. We have gone from -11% in market comparability salary to +2%. Applicants for open positions have increased by 600%+.

29. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 29 Effects to Date (cont.) No counselors lost for more pay Getting applications from other states, some who left want to come back People more likely to want supervisor duties instead of competing just to make more money Downside? Wanted retention, got retention……

30. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 30 What else are we doing? New state licensure  Increase case for better pay  Separate what we do from what everyone else does Kept one type of incentive  Based on closures per quarter ( was 7 closures, 6 hours of Admin leave, increased to 8 closures for 8 hours leave)  Works better because o Seen as obtainable for all o More immediate reward o Equitable distribution

31. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 31 What else are we doing? (cont.) Still some rewards including items of recognition (shirts, etc) Quarterly recognitions including plaques

32. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 32 QUESTIONS? Stacey Cummings (801) 538 7781 scumming@utah.gov

33. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 33 THANK YOU!

34. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 34 TACE Center: Region IV Toll-free: (866) 518-7750 [voice/tty] Fax: (404) 541-9002 Web: TACEsoutheast.org My TACE Portal: TACEsoutheast.org/myportal Email: tacesoutheast@law.syr.edu

35. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 35 Education Credits CRCC Credit - (2.0) Approved by Commission on Rehabilitation Counselor Certification (CRCC) By Tuesday, May 25, 2010, participants must score 80% or better on a online Post Test and submit an online CRCC Request Form via the MyTACE Portal. CEU Credit - (0.2) Approved by the University College at Syracuse University Site Coordinators must distribute the CEU form to participants seeking CEU credit on the day of the webinar. Site coordinators must submit CEU form to the TACE Center: Region IV by fax (404) 541-9002 by Tuesday, April 6, 2010. My TACE Portal: TACEsoutheast.org/myportal **For CRCC credit, you must reside in the 8 U.S. Southeast states served by the TACE Region IV [AL, FL, GA, KY, MS, NC, SC, TN]. If beyond TACE Region IV, you may apply for CEU credit.

36. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 36 Copyright Information This work is the property of the TACE Center: Region IV. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the authors. To disseminate otherwise or to republish requires written permission from the authors.

37. TACE Center: Region IV, a project of the Burton Blatt Institute. Funded by RSA Grant # H264A080021. © 2009 All Rights Reserved 37 Disclaimer This presentation was developed by the TACE Center: Region IV ©2010 with funds from the U.S. Department of Education, Rehabilitation Services Administration (RSA) under the priority of Technical Assistance and Continuing Education Projects (TACE) – Grant #H264A080021. However, the contents of this presentation do not necessarily represent the policy of the RSA and you should not assume endorsement by the Federal Government [34 CFR 75.620 (b)].