BESB: Consumer Satisfaction Survey 2013

 

Connecticut Bureau of Education and Services for the Blind

Vocational Rehabilitation Services Program

 

 

Survey Report:

Fiscal Year 2013

 

 

   Diana T. Cohen, Ph.D.

   Principal Investigator

 

 

            Conducted by:

 

 Center for Public Policy and Social Research

 

Issued September 2013

 


Table of Contents

 

Summary of Study Background……..........................1

 

Summary of Notable Findings…………………………2

 

Ratings for BESB Services…………………………….5

 

BESB Counselor Ratings………………………………29

 

Overall Satisfaction with BESB Services..................65

 

Methodology………………………………....................81

 

Annotated Questionnaire………………………………83

 


Study Background

 

The State of Connecticut Bureau of Rehabilitative Services, Bureau of Education and Services for the Blind (BESB) Program, commissioned the Center for Public Policy and Social Research (CPPSR) at Central Connecticut State University (CCSU) to conduct a customer satisfaction survey of their service recipients for fiscal year 2013.  This work represents a continuation of research conducted by the Center for Survey Research and Analysis (CSRA) at the University of Connecticut (UConn) from fiscal years 2003 through 2008.  The purpose of this survey is to evaluate the services that clients received from the Vocational Rehabilitation Division at BESB. 

 

From July 22nd through August 5th, 2013, CPPSR completed 46 interviews with BESB service recipients.  Both the sample and the instrument were provided by BESB.  Each client was called a minimum of five times.

 

CPPSR is utilizing CSRA’s data to draw longitudinal comparisons.  For reasons not detailed in their report, CSRA states that results from fiscal year 2005 cannot be compared with data from other years.  Thus, data from 2005 does not appear in this analysis.  Keeping in line with past reports, references to each year (e.g., 2013, 2012, etc.) refers to the “fiscal year.”

 


Notable Findings for Fiscal Year 2013

 

A. Overall

 

In 2013, BESB continues to receive high marks for their Vocational Rehabilitation Services and counselors.  Slightly more than nine out of ten clients (91%) reported that they would recommend BESB Vocational Rehabilitation Services to a friend.  This figure represents a small decline from 2012 findings (94%).  Ratings of services registered notable improvement from last year.  Ratings of counselors, while still high, were unable to sustain the same levels as seen in the 2012 report.

 

This year, the BESB Vocational Rehabilitation Division had 106 clients who achieved employment outcomes.  It should be noted that drawing definitive conclusions is difficult with a population of this size.  Given this small population, no shifts in figures from 2012 to 2013 were deemed to be statistically significant. 

 

Low Vision Services claimed the top spot as the most widely used service (78%, down 1 percentage point), edging out Rehabilitation and Adaptive Equipment Services (76%, down 3 percentage points).  Skills Training and Higher Education Training saw the largest percentage increases in use.  Skills Training (48%, up 11 percentage points) reached an all-time high, with just shy of half of all clients receiving this service.  Higher Education Training (22%, up 11 percentage points) recorded its second-highest percentage of use in the history of the survey, four percentage points off of the record high set in 2011. 

 

Two services saw very modest declines in use, Rehabilitation and Adaptive Equipment Services (76%, down 3 percentage points) and Low Vision Services (78%, down 1 percentage point).  Despite these marginal declines, both services still remain the most widely used among BESB clients.  It is notable that, unlike 2012, no services saw a significant decline in use. 

 

B. Services

 

On average, BESB clients reported higher levels of satisfaction with services compared to 2012.  Five services enjoyed an increase in mean satisfaction rating.  Only three services experienced a decline, all of which were modest downturns.  These findings continue the general positive trend set in 2012.

 

Higher Education Training Services registered the largest increase in mean satisfaction rating (7.8, up 2.8 in mean rating).  This represents the highest rating since 2009.  Personal Care Attendant Services recorded the second-highest mean increase (8.0, up 2.0 in mean rating).  Transportation Services also saw a sizable uptick in satisfaction (7.71, up 1.71 in mean rating), the highest rating since 2010.  Skills Training saw record satisfaction, continuing the upward trend set last year (9.09, up .4 in mean rating).  Low Vision Services (8.79, up .04 in mean rating) continues to be a well-regarded service.  Among the services experiencing a decline in mean satisfaction ratings, Small Business Services (6.75, down .68 in mean rating) saw the most sizable downturn. 

 

 

C. Counselors

 

Ratings of counselors were unable to sustain the exceptionally high ratings seen in the 2012 survey.  Last year, eight out of the nine dimensions of counselors measured saw a boost in average satisfaction ratings.  This year, only three dimensions were able to improve upon these figures.

 

The aspect of counselors that enjoyed the most improvement was their ability to provide information in a format that clients could use (8.09, up .39 in mean rating).  The ability to develop an IPE saw the second-largest increase (8.23, up .15 in mean rating).  Ratings of the knowledge of BESB counselors experienced a modest increase (8.67, up .13 in mean rating).

 

The remaining six dimensions of counselors measured in the survey saw declines in average ratings.  Opinions regarding the professionalism of counselors dropped to its third-lowest average in the history of the survey (8.79, down .21 in mean rating).  Satisfaction of referrals also saw a substantial drop (8.40, down .29 in mean rating).  Counselors’ ability to recognize the special needs of their clients declined from the all-time high set in 2012 (8.22, down .38 in mean rating).  The largest drop in ratings was seen in counselors’ ability to identify career goals of their clients (7.78, down .58 in mean rating).  This figure represents a notable departure from the record high set in 2012.

 

Frequency of BESB Services

 

Clients were asked to identify the types of services that they received from BESB.  They were then asked to evaluate these services on a 1 to 10 point satisfaction scale, where one means dissatisfaction and ten means high satisfaction. 

 

Similar to 2012, Low Vision (78% usage, down 1 percentage point) and Rehabilitation and Adaptive Equipment (76% usage, down 3 percentage points) remained the most widely used services this fiscal year.  Personal Care Attendant (4% usage, up 1 percentage point) and Small Business Services (11% usage, zero change) were the least used services.

 

Skills Training (48% usage, up 11 percentage points) and Higher Education Training (22% usage, up 11 percentage points) saw the largest percentage increases in use.  Skills Training reached an all-time high, with just shy of half of all clients receiving this service.  Higher Education Training recorded its second-highest rate of use in the history of the survey, four percentage points off of the record high set in 2011.  Other services seeing a modest bump in percentage increase of use included Reader (13% usage, up 5 percentage points), Transportation (15% usage, up 2 percentage points), and Personal Care Attendant Services (4% usage, up 1 percentage point).  Business Services remained unchanged from last year (11% usage).

 

Two services saw very modest declines in use, Rehabilitation and Adaptive Equipment (76% usage, down 3 percentage points) and Low Vision Services (78% usage, down 1 percentage point).  Despite these marginal declines, these two services still remain the most widely used among BESB clients.  It is quite notable that, unlike 2012, no services saw a significant decline in use. 

 

Frequency of Services Received

 

Low Vision 2013

78%

Low Vision 2012

79%

Low Vision 2011

80%

Low Vision 2010

76%

Low Vision 2009

81%

Low Vision 2008

    75%

Low Vision 2007

78%

Low Vision 2006

76%

Low Vision 2004

81%

Low Vision 2003

87%

 

Rehab Equipment 2013

76%

Rehab Equipment 2012

79%

Rehab Equipment 2011

88%

Rehab Equipment 2010

88%

Rehab Equipment 2009

67%

Rehab Equipment 2008

73%

Rehab Equipment 2007

81%

Rehab Equipment 2006

75%

Rehab Equipment 2004

71%

Rehab Equipment 2003

71%

 

 

Skills Training 2013

48%

Skills Training 2012

37%

Skills Training 2011

35%

Skills Training 2010

47%

Skills Training 2009

23%

Skills Training 2008

32%

Skills Training 2007

27%

Skills Training 2006

32%

Skills Training 2004

29%

Skills Training 2003

31%

 

Reader 2013

13%

Reader 2012

8%

Reader 2011

30%

Reader 2010

22%

Reader 2009

13.5%

Reader 2008

15%

Reader 2007

18%

Reader 2006

32%

Reader 2004

29%

Reader 2003

31%

 

Higher Education Training 2013

22%

Higher Education Training 2012

11%

Higher Education Training 2011

26%

Higher Education Training 2010

20%

Higher Education Training 2009

17%

Higher Education Training 2008

14%

Higher Education Training 2007

21%

Higher Education Training 2006

20%

Higher Education Training 2004

11%

Higher Education Training 2003

14%

 

Transportation 2013

15%

Transportation 2012

13%

Transportation 2011

26%

Transportation 2010

24.5%

Transportation 2009

17%

Transportation 2008

14%

Transportation 2007

14%

Transportation 2006

14%

Transportation 2004

16%

Transportation 2003

14%

 

Small Business 2013

11%

Small Business 2012

11%

Small Business 2011

8%

Small Business 2010

16%

Small Business 2009

11.5%

Small Business 2008

11%

Small Business 2007

7%

Small Business 2006

14%

Small Business 2004

10%

Small Business 2003

9%

 

 

Personal Care Attendant 2013

4%

Personal Care Attendant 2012

3%

Personal Care Attendant 2011

8%

Personal Care Attendant 2010

2%

Personal Care Attendant 2009

6%

Personal Care Attendant 2008

5%

Personal Care Attendant 2007

2%

Personal Care Attendant 2006

7%

Personal Care Attendant 2004

11%

Personal Care Attendant 2003

12%


Mean Satisfaction Service Ratings

 

To measure the satisfaction of services received, clients were asked to rate each service on a 1 to 10 point scale.  A rating of “10” meant the client was “Very Satisfied” and a rating of “1” meant the client was “Very Dissatisfied.”  The mean scores for these ratings are reported below.  Clients who rated the services on the high (8-10) and low (1-3) end of the scale were asked a follow-up question about the reason for their rating.

 

Five services saw an increase in mean satisfaction rating, while three experienced a decline in ratings.  Higher Education Training Services registered the largest mean increase (7.8, up 2.8 in mean rating).  This represents the highest rating of this service since 2009.  Personal Care Attendant Services recorded the second-highest mean increase (8.0, up 2.0 in mean rating).  Transportation Services also saw a sizable uptick (7.71, up 1.71 in mean rating).  This figure represents the highest average rating of this service since 2010.  Skills Training recorded record high satisfaction, continuing the positive trend started in 2012 (9.09, up .4 in mean rating).  Low Vision Services (8.79, up .04 in mean rating) enjoyed a more modest boost in ratings.

 

Among the services experiencing a decline in reported satisfaction, Small Business Services (6.75, down .68 in mean rating) saw the most sizable decrease.  Reader Services (7.0, down .4 in mean rating) reported a modest decline, as did Rehabilitation and Adaptive Equipment Services (8.80, down .1 in mean rating).  Even with this small decrease in satisfaction, Rehabilitation Equipment and Adaptive Services still remain highly regarded by BESB clients.  This year, the satisfaction average for this service fell just shy (.1 in mean rating) from the record high set in 2012.  

 

It is important to note the issue of sample size when reviewing these figures.  This is of particular relevance to Small Business Services and Higher Education Services, where satisfaction ratings have varied substantially.  Given the small sample sizes for these particular services, one should not place too much significance on the changes in satisfaction from year to year.

 

Mean Satisfaction Ratings

 

Transportation 2013

7.71

Transportation 2012

6.0

Transportation 2011

6.75

Transportation 2010

7.58

Transportation 2009

8.13

Transportation 2008

9.00

Transportation 2007

8.38

Transportation 2006

8.92

Transportation 2004

8.27

Transportation 2003

8.09

 

 

Reader 2013

7.0

Reader 2012

7.4

Reader 2011

7.52

Reader 2010

8.36

Reader 2009

9.57

Reader 2008

9.00

Reader 2007

9.40

Reader 2006

8.44

Reader 2004

8.58

Reader 2003

8.89

 

Rehab Equipment 2013

8.80

Rehab Equipment 2012

8.90

Rehab Equipment 2011

7.55

Rehab Equipment 2010

8.88

Rehab Equipment 2009

8.80

Rehab Equipment 2008

8.62

Rehab Equipment 2007

8.43

Rehab Equipment 2006

8.38

Rehab Equipment 2004

8.76

Rehab Equipment 2003

8.68

 

Higher Education Training 2013

7.8

Higher Education Training 2012

5.0

Higher Education Training 2011

5.0

Higher Education Training 2010

4.2

Higher Education Training 2009

8.33

Higher Education Training 2008

8.62

Higher Education Training 2007

7.79

Higher Education Training 2006

8.47

Higher Education Training 2004

8.07

Higher Education Training 2003

8.86

 

Low Vision 2013

8.79

Low Vision 2012

8.75

Low Vision 2011

7.72

Low Vision 2010

8.25

Low Vision 2009

7.79

Low Vision 2008

8.47

Low Vision 2007

8.87

Low Vision 2006

8.65

Low Vision 2004

8.95

Low Vision 2003

8.89

 

Skills Training 2013

9.09

Skills Training 2012

8.69

Skills Training 2011

7.96

Skills Training 2010

8.87

Skills Training 2009

7.92

Skills Training 2008

8.47

Skills Training 2007

8.50

Skills Training 2006

7.89

Skills Training 2004

8.41

Skills Training 2003

8.62

 

Personal Care Attendant 2013

8.0

Personal Care Attendant 2012

6.0

Personal Care Attendant 2011

4.25

Personal Care Attendant 2010

8.00

Personal Care Attendant 2009

9.00

Personal Care Attendant 2008

7.80

Personal Care Attendant 2007

10.00

Personal Care Attendant 2006

9.33

Personal Care Attendant 2004

8.87

Personal Care Attendant 2003

8.45

 

Small Business 2013

6.75

Small Business 2012

7.43

Small Business 2011

3.57

Small Business 2010

7.33

Small Business 2009

8.17

Small Business 2008

7.78

Small Business 2007

8.33

Small Business 2006

7.75

Small Business 2004

6.71

Small Business 2003

7.00

 

Low Vision Services

 

Clients receiving Low Vision Services continued to issue high satisfaction ratings in 2013.  None of the clients interviewed reported low levels of satisfaction (0%, down 7 percentage points).  Reports of neutral satisfaction saw a jump of 10 percentage points (18%).  The percentage of clients citing high satisfaction remained steady (82%, down 3 percentage points). 

 

When asked to identify the reason for their satisfaction, more than two in five (43.5%) mentioned that the service met their needs and/or expectations.  One in three (32.5%) satisfied clients felt that their provider were knowledgeable and/or caring.  One respondent elaborated, "BESB made available resources that I didn’t even know were out there.”  Another satisfied service recipient noted, “the services are excellent all around.”

 

Looking longitudinally, there were only two other years (2007 and 2010) where zero clients reported low levels of satisfaction with Low Vision Services.  Figures from 2013 reflect a dramatic rebound from 2011, a year in which nearly one in five (17%) cited low satisfaction.

 

How satisfied were you with Low Vision Services?
2003 n=142, 2004 n=114, 2006 n=64, 2007 n=69, 2008 n=71, 2009 n =34, 2010 n=32,

2011 n=54, 2012 n=40, 2013 n=34

 

1-3 Rating 2013

0%

1-3 Rating 2012

7%

1-3 Rating 2011

17%

1-3 Rating 2010

0%

1-3 Rating 2009

9%

1-3 Rating 2008

6%

1-3 Rating 2007

0%

1-3 Rating 2006

3%

1-3 Rating 2004

3%

1-3 Rating 2003

4%

 

4-7 Rating 2013

18%

4-7 Rating 2012

8%

4-7 Rating 2011

11%

4-7 Rating 2010

13%

4-7 Rating 2009

30%

4-7 Rating 2008

15%

4-7 Rating 2007

19%

4-7 Rating 2006

20%

4-7 Rating 2004

11%

4-7 Rating 2003

8%

 

8-10 Rating 2013

82%

8-10 Rating 2012

85%

8-10 Rating 2011

72%

8-10 Rating 2010

87%

8-10 Rating 2009

61%

8-10 Rating 2008

77%

8-10 Rating 2007

81%

8-10 Rating 2006

77%

8-10 Rating 2004

85%

8-10 Rating 2003

88%

 

Rehabilitation Technology and Adaptive Equipment Services

 

Client satisfaction with Rehabilitation Technology and Adaptive Equipment Services remained unchanged from 2012, mirroring last year’s figures in all categories.  This service remains extremely well regarded among clients.  Nearly nine out of ten (86%, zero percentage point change) reported high levels of satisfaction.  Neutral satisfaction ratings remained constant (14%, zero percentage point change).  Notably, reports of low satisfaction held steady at zero (no percentage point change).

 

Also in line with last year, nearly three in five (58%) satisfied clients mentioned that the services met their needs and/or expectations.  Just shy of one in five (17%) reported that access to the service was coordinated effectively, while a similar number (14%) cited that the provider was knowledgeable and/or caring.  One satisfied respondent stated, “service was not only provided, but the provider also helped me learn how to use the technology.”  Another client mentioned, “BESB went above and beyond in helping me.”

 

How satisfied were you with Rehabilitation Technology and Adaptive Equipment Services?

2003 n=113, 2004 n=114, 2006 n=60, 2007 n=72, 2008 n=69, 2009 n= 35, 2010 n=42,

2011 n =65, 2012 n=50, 2013 n=36

 

1-3 Rating 2013

0%

1-3 Rating 2012

0%

1-3 Rating 2011

11%

1-3 Rating 2010

0%

1-3 Rating 2009

0%

1-3 Rating 2008

3%

1-3 Rating 2007

4%

1-3 Rating 2006

0%

1-3 Rating 2004

3%

1-3 Rating 2003

2%

 

4-7 Rating 2013

14%

4-7 Rating 2012

14%

4-7 Rating 2011

23%

4-7 Rating 2010

14%

4-7 Rating 2009

20%

4-7 Rating 2008

12%

4-7 Rating 2007

17%

4-7 Rating 2006

27%

4-7 Rating 2004

14%

4-7 Rating 2003

16%

 

8-10 Rating 2013

86%

8-10 Rating 2012

86%

8-10 Rating 2011

66%

8-10 Rating 2010

86%

8-10 Rating 2009

80%

8-10 Rating 2008

84%

8-10 Rating 2007

79%

8-10 Rating 2006

73%

8-10 Rating 2004

83%

8-10 Rating 2003

80%

 


Skills Training Services

 

Like Rehabilitation Technology and Adaptive Equipment Services, ratings of Skills Training Services closely mirrored findings from 2012.  More than four in five clients (82%, up three percentage points) issued high satisfaction ratings, a modest bump from last year.  Neutral ratings saw no change (18%).  No clients reported low levels of satisfaction (down three percentage points).

 

Reasons cited for high levels of satisfaction varied considerably.  Half (50%) mentioned that the provider was knowledgeable and/or caring.  Slightly more than one-third (35%) indicated that the service met their needs and/or expectations.  Other reasons identified for high levels of satisfaction included that the follow-up after the service was good (5%), that access to the service was coordinated effectively (5%), or something else (5%).  One client offering an alternate response elaborated, “I was taught basic skills necessary for my job.”  Another mentioned, “I had a very caring trainer who helped me build confidence.”

 

How satisfied were you with Skills Training Services?

2003 n=50, 2004 n=41, 2006 n=27, 2007 n=24, 2008 n=30, 2009 n=13, 2010 n=23, 2011 n=28, 2012 n=23, 2013 n=22

 

1-3 Rating 2013

0%

1-3 Rating 2012

3%

1-3 Rating 2011

11%

1-3 Rating 2010

0%

1-3 Rating 2009

8%

1-3 Rating 2008

3%

1-3 Rating 2007

4%

1-3 Rating 2006

4%

1-3 Rating 2004

5%

1-3 Rating 2003

4%

 

4-7 Rating 2013

18%

4-7 Rating 2012

18%

4-7 Rating 2011

15%

4-7 Rating 2010

17%

4-7 Rating 2009

23%

4-7 Rating 2008

17%

4-7 Rating 2007

25%

4-7 Rating 2006

33%

4-7 Rating 2004

19%

4-7 Rating 2003

18%

 

8-10 Rating 2013

82%

8-10 Rating 2012

79%

8-10 Rating 2011

74%

8-10 Rating 2010

83%

8-10 Rating 2009

61%

8-10 Rating 2008

80%

8-10 Rating 2007

71%

8-10 Rating 2006

63%

8-10 Rating 2004

76%

8-10 Rating 2003

78%

 

 


Higher Education Training Services

 

Higher Education Training Services enjoyed a sizable boost in ratings from last year.  Seven in ten clients (70%, up 13 percentage points) reported high levels of satisfaction with the service.  This figure represents a four-year high.  One in five (20%, down 23 percentage points) offered a neutral rating.  Low satisfaction ratings saw an uptick from 2012, a year in which no clients reported low ratings (10%, up 10 percentage points).

 

One client offered a reason for his/her low level of satisfaction, indicating that the service did not meet needs and/or expectations.  This client elaborated, “coordination of services was not very good.”

 

A sound majority (55%) of clients offering high satisfaction ratings indicated that the service met their needs and/or expectations.  Slightly more than one in ten (12%) felt that access to the service was coordinated effectively.  The remaining third (33%) volunteered an alternate response.  One such client offered, “tuition assistance was fantastic.”  Another mentioned that he/she was, “very impressed with the technology and financial aid services that I received.”

 

A few new survey questions were added in 2011 regarding Higher Education Training Services.  For 2013, the number of clients enrolled in a traditional college program experienced a noticeable increase.  Nine in ten (90%, up 19 percentage points) reported such enrollment, with one in ten (10%, down 19 percentage points) enrolled in a vocational program.  There was a sizeable uptick in the number of clients who were enrolled full time.  Seven in ten (70%) respondents classified themselves as full time, an increase of 13 percentage points from 2012.  Three in ten (30%, down 14 percentage points) described themselves as part time.  Graduation rates skyrocketed from last year.  Seven in ten (70%, up 27 percentage points) graduated, while the remainder (30%, down 27 percentage points) did not.

 

How satisfied were you with Higher Education Training Services?

2003 n=22, 2004 n=15, 2006 n=17, 2007 n=19, 2008 n=13, 2009 n=10, 2010 n=10, 2011 n=35, 2012=7, 2013 n=10

 

1-3 Rating 2013

10%

1-3 Rating 2012

0%

1-3 Rating 2011

48%

1-3 Rating 2010

40%

1-3 Rating 2009

11%

1-3 Rating 2008

0%

1-3 Rating 2007

0%

1-3 Rating 2006

0%

1-3 Rating 2004

0%

1-3 Rating 2003

0%

 

4-7 Rating 2013

20%

4-7 Rating 2012

43%

4-7 Rating 2011

6%

4-7 Rating 2010

50%

4-7 Rating 2009

11%

4-7 Rating 2008

8%

4-7 Rating 2007

26%

4-7 Rating 2006

24%

4-7 Rating 2004

33%

4-7 Rating 2003

23%

 

8-10 Rating 2013

70%

8-10 Rating 2012

57%

8-10 Rating 2011

43%

8-10 Rating 2010

10%

8-10 Rating 2009

78%

8-10 Rating 2008

92%

8-10 Rating 2007

74%

8-10 Rating 2006

77%

8-10 Rating 2004

67%

8-10 Rating 2003

73%

 

 

Reader Services

 

Reader Services saw a substantial drop in satisfaction from last year.  Half of all clients (50%, down 10 percentage points) reported a high level of satisfaction.  Neutral ratings increased substantially (33%, up 13 percentage points).  Low satisfaction rates saw a modest decline (17%, down 3 percentage points).

 

Only one client expressed why he/she was dissatisfied with the service.  This client opted to volunteer an alternate response, explaining, “the services for a special book were not granted and I had to pay out of pocket.”

 

Reasons for high satisfaction levels varied considerably.  Two in five (40%) mentioned that the service met their needs and/or expectations.  One in five (20%) reported that the provider was knowledgeable and/or caring.  The same percentage (20%) cited that access to the service was coordinated effectively.  The remainder (20%) provided an alternate response.  One client offered, “the services not only helped me to read assignments, but also helped to tutor me in and out of class.”  

 

How satisfied were you with Reader Services?

2003 n=22, 2004 n=15, 2006 n=9, 2007 n=15, 2008 n=14, 2009 n=7, 2010 n=11, 2011 n=23, 2012 n=5, 2013 n=6

 

1-3 Rating 2013

17%

1-3 Rating 2012

20%

1-3 Rating 2011

22%

1-3 Rating 2010

0%

1-3 Rating 2009

0%

1-3 Rating 2008

0%

1-3 Rating 2007

0%

1-3 Rating 2006

0%

1-3 Rating 2004

0%

1-3 Rating 2003

7%

 

4-7 Rating 2013

33%

4-7 Rating 2012

20%

4-7 Rating 2011

4%

4-7 Rating 2010

0%

4-7 Rating 2009

0%

4-7 Rating 2008

29%

4-7 Rating 2007

0%

4-7 Rating 2006

22%

4-7 Rating 2004

27%

4-7 Rating 2003

10%

 

8-10 Rating 2013

50%

8-10 Rating 2012

60%

8-10 Rating 2011

74%

8-10 Rating 2010

100%

8-10 Rating 2009

100%

8-10 Rating 2008

64%

8-10 Rating 2007

100%

8-10 Rating 2006

78%

8-10 Rating 2004

73%

8-10 Rating 2003

79%

 

 

Transportation Services for Training Programs or Employment

 

The number of clients reporting high levels of satisfaction with Transportation Services skyrocketed in 2013, registering the most favorable ratings since 2008.  Nearly three in four clients (72%, up 34.5 percentage points) indicated that they were highly satisfied with the service.  Both neutral ratings (14%, down 23.5 percentage points) and low satisfaction ratings (14%, down 11 percentage points) declined substantially.

 

When prompted to explain low satisfaction with the service, one client stated that he/she, “was late to two job interviews.  My driver got lost.”  Another client indicated, “the services were not flexible and did not cover the geographical areas that I needed.”

 

Looking at the reasons for high levels of satisfaction, four of five respondents (80%) cited that the service met their needs and/or expectations.  The remainder (20%) felt that the service was timely.

 

How satisfied were you with Transportation Services for Training Programs or Employment? 2003 n=23, 2004 n=22, 2006 n=12, 2007 n=13, 2008 n=13, 2009 n=8, 2010 n=12, 2011 n =21, 2012 n=8, 2013 n=7

 

1-3 Rating 2013

14%

1-3 Rating 2012

25%

1-3 Rating 2011

19%

1-3 Rating 2010

8%

1-3 Rating 2009

0%

1-3 Rating 2008

0%

1-3 Rating 2007

0%

1-3 Rating 2006

0%

1-3 Rating 2004

9%

1-3 Rating 2003

4%

 

4-7 Rating 2013

14%

4-7 Rating 2012

37.5%

4-7 Rating 2011

24%

4-7 Rating 2010

42%

4-7 Rating 2009

37.5%

4-7 Rating 2008

15%

4-7 Rating 2007

31%

4-7 Rating 2006

8%

4-7 Rating 2004

14%

4-7 Rating 2003

35%

 

8-10 Rating 2013

72%

8-10 Rating 2012

37.5%

8-10 Rating 2011

52%

8-10 Rating 2010

50%

8-10 Rating 2009

62.5%

8-10 Rating 2008

77%

8-10 Rating 2007

69%

8-10 Rating 2006

92%

8-10 Rating 2004

77%

8-10 Rating 2003

61%


Personal Care Attendant Services

 

Clients were split in their satisfaction ratings of personal care attendant services.  Mirroring the 2012 data, half of all clients (50%, no change) offered a highly favorable rating.  The remainder (50%, up 50 percentage points) registered a neutral rating.  No clients offered a low favorability rating (down 50 percentage points).  It is vital to note that, similar to last year, only two clients offered a satisfaction rating of personal care attendant services.  The small sample size should be taken into consideration when reflecting on the shift in ratings.

 

One client offered a reason for his/her satisfaction, citing that the service met his/her needs.  This individual further elaborated, “I can trust my aid.”  

 

How satisfied were you with Personal Care Attendant Services?

2003 n=23, 2004 n=22, 2006 n=6, 2007 n=2, 2008 n=5, 2009 n=3, 2010 n=1, 2011 n=8, 2012 n=2, 2013 n=2

 

1-3 Rating 2013

0%

1-3 Rating 2012

50%

1-3 Rating 2011

25%

1-3 Rating 2010

0%

1-3 Rating 2009

0%

1-3 Rating 2008

0%

1-3 Rating 2007

0%

1-3 Rating 2006

0%

1-3 Rating 2004

6%

1-3 Rating 2003

5%

 

4-7 Rating 2013

50%

4-7 Rating 2012

0%

4-7 Rating 2011

25%

4-7 Rating 2010

0%

4-7 Rating 2009

33%

4-7 Rating 2008

40%

4-7 Rating 2007

0%

4-7 Rating 2006

0%

4-7 Rating 2004

7%

4-7 Rating 2003

15%

 

8-10 Rating 2013

50%

8-10 Rating 2012

50%

8-10 Rating 2011

50%

8-10 Rating 2010

100%

8-10 Rating 2009

67%

8-10 Rating 2008

60%

8-10 Rating 2007

100%

8-10 Rating 2006

100%

8-10 Rating 2004

87%

8-10 Rating 2003

80%

 

 

Small Business Ventures Services

 

Reports of high satisfaction from BESB’s Small Business Venture Services spiked from 2012 findings.  Three in five clients (60%, up 17% percentage points) offered a high satisfaction rating, the highest percentage since 2009.  Neutral ratings plummeted, registering the lowest level in the history of the survey (20%, down 37% percentage points).  Low satisfaction ratings saw a sizable uptick (20%, up 20 percentage points).

 

Clients reporting high levels of satisfaction were equally split between three reasons.  One third (33.3%) cited that the service met their needs and/or expectations.  Another third (33.3%) identified that the service was timely.  The remainder (33.3%) volunteered an alternate response.  One such client stated, “if I needed anything, field representatives were always available to help.” 

 

It is worth noting that, as with some of the other services, it is difficult to draw any firm conclusions from these developments due to the historically low sample size (n=4 in 2013).  This question has attracted ten responses or less since 2007.

 

How satisfied were you with Small Business Ventures Services?

2003 n=15, 2004 n=14, 2006 n=12, 2007 n=6, 2008 n=10, 2009 n=6, 2010 n=9, 2011 n=8, 2012 n=7, 2013 n=4

 

1-3 Rating 2013

20%

1-3 Rating 2012

0%

1-3 Rating 2011

50%

1-3 Rating 2010

11%

1-3 Rating 2009

0%

1-3 Rating 2008

0%

1-3 Rating 2007

0%

1-3 Rating 2006

8%

1-3 Rating 2004

21%

1-3 Rating 2003

13%

 

4-7 Rating 2013

20%

4-7 Rating 2012

57%

4-7 Rating 2011

25%

4-7 Rating 2010

33%

4-7 Rating 2009

33%

4-7 Rating 2008

40%

4-7 Rating 2007

33%

4-7 Rating 2006

33%

4-7 Rating 2004

22%

4-7 Rating 2003

34%

 

8-10 Rating 2013

60%

8-10 Rating 2012

43%

8-10 Rating 2011

25%

8-10 Rating 2010

56%

8-10 Rating 2009

67%

8-10 Rating 2008

50%

8-10 Rating 2007

67%

8-10 Rating 2006

58%

8-10 Rating 2004

57%

8-10 Rating 2003

53%

 

 

BESB Counselor Ratings

 

Ratings of counselors were unable to sustain the exceptionally high figures seen in the 2012 survey.  Last year, eight of the nine dimensions of counselors measured saw a boost in mean ratings.  This year, only three dimensions of counselor ratings were able to improve upon these averages.

 

The dimension of counselors that enjoyed the most improvement was their ability to provide information in a format that clients could use (8.09, up .39 in mean rating).  The ability to develop an IPE registered the second-largest increase (8.23, up .15 in mean rating).  Ratings of the knowledge of BESB counselors saw a modest uptick (8.67, up .13 in mean rating).

 

The remaining six dimensions of counselors experienced declines in mean satisfaction ratings.  The largest drop in ratings was seen in counselors’ ability to identify career goals (7.78, down .58 in mean rating).  This figure represents a sizable departure from the record high set in 2012.  The smallest mean decrease was seen in understanding the process for complaint resolution (7.71 down .05 in mean rating).  The rating of professionalism of counselors dropped to its third-lowest average in the history of the survey (8.79, down .21 in mean rating).  Satisfaction of referrals also saw a substantial drop from last year (8.40, down .29 in mean rating).  Counselors’ ability to recognize the special needs of their clients declined from the all-time high set in 2012 (8.22, down .38 in mean rating).  Finally, reports of counselors’ ability to help clients understand their vocational rehabilitation rights decreased (8.47, down .24 in mean rating). 

 

Mean Counselor Ratings

 

Professionalism of Counselor 2013

8.79

Professionalism of Counselor 2012

9.0

Professionalism of Counselor 2011

8.63

Professionalism of Counselor 2010

9.16

Professionalism of Counselor 2009

9.12

Professionalism of Counselor 2008

8.68

Professionalism of Counselor 2007

8.83

Professionalism of Counselor 2006

9.19

Professionalism of Counselor 2004

9.13

Professionalism of Counselor 2003

9.01

 

Knowledge of Counselor 2013

8.67

Knowledge of Counselor 2012

8.54

Knowledge of Counselor 2011

8.23

Knowledge of Counselor 2010

8.88

Knowledge of Counselor 2009

8.86

Knowledge of Counselor 2008

8.36

Knowledge of Counselor 2007

8.51

Knowledge of Counselor 2006

8.84

Knowledge of Counselor 2004

8.9

Knowledge of Counselor 2003

8.68

 

 

Satisfaction of Referral 2013

8.40

Satisfaction of Referral 2012

8.69

Satisfaction of Referral 2011

8.16

Satisfaction of Referral 2010

8.49

Satisfaction of Referral 2009

8.34

Satisfaction of Referral 2008

8.2

Satisfaction of Referral 2007

8.80

Satisfaction of Referral 2006

8.42

Satisfaction of Referral 2004

8.67

Satisfaction of Referral 2003

8.5

 

Provide information in the format you use 2013

8.09

Provide information in the format you use 2012

7.70

Provide information in the format you use 2011

7.70

Provide information in the format you use 2010

8.86

Provide information in the format you use 2009

8.03

Provide information in the format you use 2008

8.06

Provide information in the format you use 2007

8.78

Provide information in the format you use 2006

8.57

Provide information in the format you use 2004

8.53

Provide information in the format you use 2003

8.3

 

Understand your Vocational Rehabilitation Rights 2013

8.47

Understand your Vocational Rehabilitation Rights 2012

8.71

Understand your Vocational Rehabilitation Rights 2011

7.8

Understand your Vocational Rehabilitation Rights 2010

8.42

Understand your Vocational Rehabilitation Rights 2009

8.39

Understand your Vocational Rehabilitation Rights 2008

7.64

Understand your Vocational Rehabilitation Rights 2007

8.3

Understand your Vocational Rehabilitation Rights 2006

8.09

Understand your Vocational Rehabilitation Rights 2004

8.2

Understand your Vocational Rehabilitation Rights 2003

8.07

 

Develop your IPE 2013

8.23

Develop your IPE 2012

8.08

Develop your IPE 2011

7.70

Develop your IPE 2010

8.05

Develop your IPE 2009

7.83

Develop your IPE 2008

7.62

Develop your IPE 2007

8.06

Develop your IPE 2006

7.87

Develop your IPE 2004

7.9

Develop your IPE 2003

7.8

 

Recognize your special needs 2013

8.22

Recognize your special needs 2012

8.60

Recognize your special needs 2011

8.05

Recognize your special needs 2010

8.49

Recognize your special needs 2009

7.22

Recognize your special needs 2008

7.56

Recognize your special needs 2007

8.12

Recognize your special needs 2006

8.03

Recognize your special needs 2004

8.05

Recognize your special needs 2003

7.84

 

 

Identify your career goals 2013

7.78

Identify your career goals 2012

8.36

Identify your career goals 2011

7.35

Identify your career goals 2010

7.94

Identify your career goals 2009

7.47

Identify your career goals 2008

7.43

Identify your career goals 2007

7.71

Identify your career goals 2006

7.75

Identify your career goals 2004

7.88

Identify your career goals 2003

7.47

 

Understand the process for complaint resolution 2013

7.71

Understand the process for complaint resolution 2012

7.76

Understand the process for complaint resolution 2011

7.62

Understand the process for complaint resolution 2010

7.64

Understand the process for complaint resolution 2009

7.82

Understand the process for complaint resolution 2008

7.12

Understand the process for complaint resolution 2007

7.83

Understand the process for complaint resolution 2006

7.51

Understand the process for complaint resolution 2004

7.95

Understand the process for complaint resolution 2003

7.52

 


Helping Develop an Individualized Plan for Employment (IPE)

 

Overall, this year’s findings regarding the development of an IPE remained consistent with those recorded in 2012.  Clients continued to report record high satisfaction ratings towards their counselor’s assistance in developing an IPE.  Just shy of three in five (58%, down 1 percentage point) reported high levels of satisfaction.  This figure represents the third-highest rating in the history of the survey, continuing the positive trend started in 2011.  The number of clients reporting neutral ratings (19%, up 1 percentage point) remained virtually unchanged from last year.  The incidence of low satisfaction ratings registered a marginal decline (5%, down 2 percentage points).

 

Three reasons were identified for client dissatisfaction.  One quarter (25%) cited that the quality of the service was poor.  Another quarter (25%) felt that their needs were ignored.  One in two (50%) volunteered an alternate reason.  One such client elaborated, “the load of clients prevented my counselor from helping on specific cases.  There were just too many people.”  Another respondent offered, “my new counselor isn’t personable.  I’m afraid to call him.”   

 

Reasons for high satisfaction varied considerably.  A plurality (43%) of satisfied clients cited that the provider was knowledgeable and/or caring.  Slightly more than one quarter (27%) felt that the service met their needs and/or expectations.  Others cited that the service was timely (7%), that access to the service was coordinated effectively (3%), that follow up after the service was good (10%), or provided alternate reasons (10%).  One such respondent commented, “my counselor was always willing to help.  He went above and beyond.”  Another mentioned, “the service is adequate.  Unfortunately, the counselors are overworked.”

 

…helping you to develop your Individualized Plan for Employment, or IPE?

2003 n=163, 2004 n=141, 2006 n=85, 2007 n=90, 2008 n=95, 2009 n=52, 2010 n=45, 2011 =74, 2012 n=63, 2013 n=43

 

1-3 Rating 2013

5%

1-3 Rating 2012

7%

1-3 Rating 2011

8%

1-3 Rating 2010

2%

1-3 Rating 2009

4%

1-3 Rating 2008

11%

1-3 Rating 2007

8%

1-3 Rating 2006

7%

1-3 Rating 2004

4%

1-3 Rating 2003

6%

 

4-7 Rating 2013

19%

4-7 Rating 2012

18%

4-7 Rating 2011

22%

4-7 Rating 2010

33%

4-7 Rating 2009

17%

4-7 Rating 2008

9%

4-7 Rating 2007

13%

4-7 Rating 2006

15%

4-7 Rating 2004

14%

4-7 Rating 2003

14%

 

 

 

 

8-10 Rating 2013

58%

8-10 Rating 2012

59%

8-10 Rating 2011

61%

8-10 Rating 2010

47%

8-10 Rating 2009

46%

8-10 Rating 2008

52%

8-10 Rating 2007

58%

8-10 Rating 2006

57%

8-10 Rating 2004

44%

8-10 Rating 2003

42%

 

DK/Ref 2013

18%

DK/Ref 2012

16%

DK/Ref 2011

9%

DK/Ref 2010

18%

DK/Ref 2009

33%

DK/Ref 2008

28%

DK/Ref 2007

21%

DK/Ref 2006

21%

DK/Ref 2004

38%

DK/Ref 2003

38%

 

 


Identifying Career Goals

 

Client satisfaction of BESB counselors’ ability to help identify career goals saw some notable shifts in 2013.  Reports of high satisfaction saw a small decline from last year (50%, down 3 percentage points).  Of greater significance is the sizable spike in neutral ratings.  Nearly one in four (24%, up 17 percentage points) offered a neutral response, a figure that represents the second-highest neutral rating in the history of the survey.  Low levels of satisfaction saw a modest decrease (2%, down 5 percentage points). 

 

It is worth noting that, for many questions in this year’s survey, fewer clients reported an unwillingness or inability to provide a response.  Generally speaking, these clients tended to shift to positive ratings.  BESB counselors’ ability to help clients identify career goals is one area that goes against this trend.  In this area of service, we observe that more clients shifted to neutral ratings.

 

Clients offering a dissatisfied rating were equally divided between three rationales.  One third (33.3%) cited that there was no follow up.  One third (33.3%) reported that their needs were ignored, while the remainder (33.3%) volunteered alternate reasons.  One such client noted, “there was a lack of communication.”

 

Among clients offering high levels of satisfaction, nearly three in five (59%) cited that the provider was knowledgeable and/or caring.  One in five (21%) mentioned that the service met their needs and/or expectations.  Others identified that the service was timely (4%), that access to the service was coordinated effectively (4%), or gave an alternate explanation (8%).  One client volunteering a response mentioned, “knowing that a support system is present is endlessly helpful.”  Another offered, “my counselor was hard to get in touch with, but once in touch, the services were good.”

 

…helping you identify your career goals?

2003 n=163, 2004 n=141, 2006 n=85, 2007 n=90, 2008 n=95, 2009 n=52, 2010 n=41,

2011 n=74, 2012 n=58, 2013 n=42

 

1-3 Rating 2013

2%

1-3 Rating 2012

7%

1-3 Rating 2011

11%

1-3 Rating 2010

5%

1-3 Rating 2009

10%

1-3 Rating 2008

11%

1-3 Rating 2007

8%

1-3 Rating 2006

11%

1-3 Rating 2004

6%

1-3 Rating 2003

9%

 

 


4-7 Rating 2013

24%

4-7 Rating 2012

7%

4-7 Rating 2011

19%

4-7 Rating 2010

27%

4-7 Rating 2009

19%

4-7 Rating 2008

17%

4-7 Rating 2007

16%

4-7 Rating 2006

15%

4-7 Rating 2004

12%

4-7 Rating 2003

13%

 

8-10 Rating 2013

50%

8-10 Rating 2012

53%

8-10 Rating 2011

46%

8-10 Rating 2010

54%

8-10 Rating 2009

44%

8-10 Rating 2008

48%

8-10 Rating 2007

58%

8-10 Rating 2006

51%

8-10 Rating 2004

42%

8-10 Rating 2003

36%

 

DK/Ref 2013

24%

DK/Ref 2012

33%

DK/Ref 2011

24%

DK/Ref 2010

14%

DK/Ref 2009

27%

DK/Ref 2008

24%

DK/Ref 2007

19%

DK/Ref 2006

24%

DK/Ref 2004

40%

DK/Ref 2003

42%

 

Recognizing Special Needs in Regards to Employment

 

Client ratings of counselors’ ability to recognize special needs in regards to employment saw substantial improvement from 2012.  High satisfaction levels enjoyed a sizable spike (71%, up 13 percentage points).  This high satisfaction figure represents the second-best rating in the history of the survey.

 

Notably, fewer clients reported that they were unable or unwilling to answer the question (12%, down 19 percentage points).  Instead, more clients opted to provide a numerical satisfaction rating.  This development may help account for the increasing percentage of both low satisfaction (5%, up 2 percentage points) and neutral ratings (12%, up 4 percentage points).

 

Two reasons were cited for low satisfaction.  Three in four (75%) mentioned that their needs were ignored.  The other quarter (25%) said that the service did not meet their needs and/or expectations.  One client elaborated, “my counselor seemed to specifically assist to direct paperwork flow, but never really interacted with me.”  Another offered, “I was told that I needed three part-time jobs.  I am not happy with the situation.”

 

A number of reasons were cited for high satisfaction.  Just shy of half (47%) reported that the provider was knowledgeable and/or caring.  Three in ten (30%) cited that the service met their needs and/or expectations.  Other reasons for high satisfaction levels included that the follow up after the service was good (10%), that access to the service was coordinated effectively (3%), or alternate responses (10%).  One client volunteering his/her own response said, “my counselor prescribed exactly the right technology to further my goals.”  Another mentioned, “my counselor went above and beyond to solve problems.”

 

…recognizing your special needs in regards to employment?

2003 n=163, 2004 n=141, 2006 n=85, 2007 n=90, 2008 n=95, 2009 n=52, 2010 n=35,

2011 n=74, 2012 n=62, 2013 n=42

 

1-3 Rating 2013

5%

1-3 Rating 2012

3%

1-3 Rating 2011

5%

1-3 Rating 2010

3%

1-3 Rating 2009

8%

1-3 Rating 2008

12%

1-3 Rating 2007

7%

1-3 Rating 2006

8%

1-3 Rating 2004

3%

1-3 Rating 2003

6%

 

4-7 Rating 2013

12%

4-7 Rating 2012

8%

4-7 Rating 2011

18%

4-7 Rating 2010

20%

4-7 Rating 2009

21%

4-7 Rating 2008

11%

4-7 Rating 2007

18%

4-7 Rating 2006

15%

4-7 Rating 2004

14%

4-7 Rating 2003

13%

 

8-10 Rating 2013

71%

8-10 Rating 2012

58%

8-10 Rating 2011

58%

8-10 Rating 2010

77%

8-10 Rating 2009

41%

8-10 Rating 2008

53%

8-10 Rating 2007

61%

8-10 Rating 2006

53%

8-10 Rating 2004

42%

8-10 Rating 2003

42%

 

DK/Ref 2013

12%

DK/Ref 2012

31%

DK/Ref 2011

19%

DK/Ref 2010

0%

DK/Ref 2009

30%

DK/Ref 2008

25%

DK/Ref 2007

14%

DK/Ref 2006

24%

DK/Ref 2004

41%

DK/Ref 2003

39%

 

Understanding Vocational Rehabilitation Rights and Responsibilities

 

Reports of high satisfaction levels with counselors’ ability to help clients recognize their VR rights and responsibilities matched the survey record seen in both 2007 and 2010.  Slightly over two in three (68%) offered a high satisfaction rating (up 4 percentage points from 2012).  Fewer clients reported that they were unable or unwilling to answer the question (14%, down 9 percentage points).  Both low satisfaction (4%, up 4 percentage points) and neutral ratings (14%, up 3 percentage points) saw a small uptick.

 

Two explanations were offered among those registering low satisfaction levels.  Half (50%) of these respondents cited that there was no follow-up.  The other half (50%) gave an alternate reason.  One client mentioned, “there was a lack of communication between me and my counselor.”

 

A diversity of explanations were offered among clients reporting high levels of satisfaction.  Slightly more than half (53%) mentioned that the provider was knowledgeable and/or caring.  One in five (20%) indicated that the service met their needs and/or expectations.  Less common explanations included that the follow up after the service was good (6%), that access to the service was coordinated effectively (3%), or an alternate response (12%).  One client noted that, “my counselor explained everything thoroughly.”  Another explained, “my counselor sat down with me and made sure that I understood every line.

 

…help you understand your Vocational Rehabilitation Rights and responsibilities?

2003 n=163, 2004 n=141, 2006 n=85, 2007 n=90, 2008 n=95, 2009 n=52, 2010 n=47,

2011 n=74, 2012 n=62, 2013 n=44

 

1-3 Rating 2013

4%

1-3 Rating 2012

0%

1-3 Rating 2011

8%

1-3 Rating 2010

2%

1-3 Rating 2009

0%

1-3 Rating 2008

6%

1-3 Rating 2007

6%

1-3 Rating 2006

9%

1-3 Rating 2004

3%

1-3 Rating 2003

6%

 

4-7 Rating 2013

14%

4-7 Rating 2012

11%

4-7 Rating 2011

16%

4-7 Rating 2010

19%

4-7 Rating 2009

19%

4-7 Rating 2008

23%

4-7 Rating 2007

16%

4-7 Rating 2006

18%

4-7 Rating 2004

16%

4-7 Rating 2003

14%

 


 

8-10 Rating 2013

68%

8-10 Rating 2012

66%

8-10 Rating 2011

64%

8-10 Rating 2010

68%

8-10 Rating 2009

50%

8-10 Rating 2008

47%

8-10 Rating 2007

68%

8-10 Rating 2006

61%

8-10 Rating 2004

44%

8-10 Rating 2003

53%

 

DK/Ref 2013

14%

DK/Ref 2012

23%

DK/Ref 2011

12%

DK/Ref 2010

11%

DK/Ref 2009

31%

DK/Ref 2008

23%

DK/Ref 2007

11%

DK/Ref 2006

12%

DK/Ref 2004

37%

DK/Ref 2003

37%

 


Understanding the Process for Formal Complaint Resolution

 

Satisfaction ratings with counselors’ explanations of the formal complaint resolution process shifted in a positive direction.  The number of individuals reporting high levels of satisfaction increased substantially (42%, up 12 percentage points).  Neutral levels of satisfaction also experienced a sizable uptick (22%, up 17 percentage points).  Reports of low levels of satisfaction remained steady from last year (5%, zero percentage point change).

 

…help you understand the process for formal complaint resolution?

2003 n=163, 2004 n=141, 2006 n=84, 2007 n=90, 2008 n=95, 2009 n=52, 2010 n=46,

2011 n=74, 2012 n=62, 2013 n=23

 

1-3 Rating 2013

5%

1-3 Rating 2012

5%

1-3 Rating 2011

5%

1-3 Rating 2010

4%

1-3 Rating 2009

2%

1-3 Rating 2008

8%

1-3 Rating 2007

8%

1-3 Rating 2006

10%

1-3 Rating 2004

8%

1-3 Rating 2003

9%

 

4-7 Rating 2013

22%

4-7 Rating 2012

5%

4-7 Rating 2011

18%

4-7 Rating 2010

19%

4-7 Rating 2009

21%

4-7 Rating 2008

20%

4-7 Rating 2007

17%

4-7 Rating 2006

17%

4-7 Rating 2004

8%

4-7 Rating 2003

14%

 

8-10 Rating 2013

42%

8-10 Rating 2012

30%

8-10 Rating 2011

38%

8-10 Rating 2010

37%

8-10 Rating 2009

41%

8-10 Rating 2008

34%

8-10 Rating 2007

56%

8-10 Rating 2006

45%

8-10 Rating 2004

41%

8-10 Rating 2003

42%

 

DK/Ref/NA 2013

31%

DK/Ref/NA 2012

60%

DK/Ref /NA 2011

39%

DK/Ref/ NA 2010

40%

DK/Ref/ NA 2009

36%

DK/Ref/NA 2008

38%

DK/Ref/NA 2007

20%

DK/Ref/NA 2006

29%

DK/Ref /NA 2004

43%

DK/Ref/NA 2003

35%

Information in the Format You Use

 

The number of clients reporting high levels of satisfaction with their counselor’s ability to provide information in the format they can use saw a sizable increase (71%, up 14 percentage points).  This figure is an all-time high, reflecting a 3 percent increase from the prior records registered in both 2006 and 2007.  The number of clients who were unable or unwilling to answer the question saw a substantial drop (6%, down 19 percentage points).  The number of clients reporting average levels of satisfaction remained consistent with 2012 data (14%, down 1 percentage point).  Reports of low satisfaction saw a small uptick (9%, up 4 percentage points). 

 

Among those reporting low levels of satisfaction, three in four (75%) clients felt that their needs were ignored.  The remainder (25%) cited other reasons for their dissatisfaction.  One client offered, “Braille is still very important, but it isn’t offered much anymore.”

 

Clients reporting high levels of satisfaction cited a wide range of factors.  More than half (54%) felt that the service met their needs and/or expectations.  Just shy of one in four (21%) reported that the provider was knowledgeable and/or caring.  The same percent (21%) mentioned that access to the service was coordinated effectively.  One respondent mentioned, “My counselor is always conscious of my limitations.”  Another satisfied client reported, “Several people helped with steering me in the right direction to access certain materials.” 

 

…providing any information in the format you use?

2003 n=163, 2004 n=141, 2006 n=84, 2007 n=90, 2008 n=95, 2009 n=52, 2010 n=46, 2011 n=74, 2012 n=63, 2013 n=35

 

1-3 Rating 2013

9%

1-3 Rating 2012

5%

1-3 Rating 2011

12%

1-3 Rating 2010

2%

1-3 Rating 2009

5%

1-3 Rating 2008

8%

1-3 Rating 2007

1%

1-3 Rating 2006

5%

1-3 Rating 2004

4%

1-3 Rating 2003

6%

 

4-7 Rating 2013

14%

4-7 Rating 2012

13%

4-7 Rating 2011

16%

4-7 Rating 2010

11%

4-7 Rating 2009

13%

4-7 Rating 2008

14%

4-7 Rating 2007

13%

4-7 Rating 2006

11%

4-7 Rating 2004

9%

4-7 Rating 2003

12%

 

 

8-10 Rating 2013

71%

8-10 Rating 2012

57%

8-10 Rating 2011

55%

8-10 Rating 2010

66%

8-10 Rating 2009

49%

8-10 Rating 2008

59%

8-10 Rating 2007

68%

8-10 Rating 2006

68%

8-10 Rating 2004

57%

8-10 Rating 2003

57%

 

DK/Ref 2013

6%

DK/Ref 2012

25%

DK/Ref 2011

17%

DK/Ref 2010

21%

DK/Ref 2009

33%

DK/Ref 2008

19%

DK/Ref 2007

18%

DK/Ref 2006

17%

DK/Ref 2004

30%

DK/Ref 2003

25%


Referrals Provided by Counselors

 

Client satisfaction with the referrals provided by their counselors reached an all-time high in 2013.  Just shy of three in four (73%, up 5 percentage points) reported high levels of satisfaction.  Neutral ratings saw little change from 2012 (9%, down 1 percentage point).  The number of clients citing low levels of satisfaction saw a small uptick (7%, up 4 percentage points).  Fewer clients reported that they were unable or unwilling to answer the question (11%, down 8 percentage points).

 

Of those respondents who offered low satisfaction ratings, half (50%) cited that their needs were ignored.  One quarter (25%) noted that there was no follow up, while the remainder (25%) volunteered an alternate response (25%).  One client noted, “my case was closed before the training I needed could be issued.”  Another individual stated, “my counselor referred me to a job hunting service, but he didn’t follow up, resulting in inaction.”

 

Of those clients who expressed high satisfaction ratings, nearly one in three (31%) cited that the service met their needs and/or expectations.  A similar number (29%) felt that the provider was knowledgeable and/or caring.  One client offering a volunteered response reported, “my counselor directed me to doctors who served me very well.”  Another individual “experienced prompt problem solving.”

 

...any referral provided by your counselor?

2003 n=163, 2004 n=141, 2006 n=84, 2007 n=90, 2008 n=95, 2009 n=52, 2010 n=46,

2011 n=74, 2012 n=63, 2013 n=45

 

1-3 Rating 2013

7%

1-3 Rating 2012

3%

1-3 Rating 2011

9%

1-3 Rating 2010

7%

1-3 Rating 2009

4%

1-3 Rating 2008

6%

1-3 Rating 2007

2%

1-3 Rating 2006

5%

1-3 Rating 2004

4%

1-3 Rating 2003

6%

 

4-7 Rating 2013

9%

4-7 Rating 2012

10%

4-7 Rating 2011

12%

4-7 Rating 2010

11%

4-7 Rating 2009

19%

4-7 Rating 2008

17%

4-7 Rating 2007

12%

4-7 Rating 2006

16%

4-7 Rating 2004

10%

4-7 Rating 2003

10%

 

 

8-10 Rating 2013

73%

8-10 Rating 2012

68%

8-10 Rating 2011

65%

8-10 Rating 2010

63%

8-10 Rating 2009

62%

8-10 Rating 2008

63%

8-10 Rating 2007

70%

8-10 Rating 2006

71%

8-10 Rating 2004

68%

8-10 Rating 2003

66%

 

DK/Ref /NA 2013

11%

DK/Ref /NA 2012

19%

DK/Ref /NA 2011

14%

DK/Ref/NA 2010

19%

DK/Ref/NA 2009

15%

DK/Ref/NA 2008

14%

DK/Ref/NA 2007

16%

DK/Ref/NA 2006

8%

DK/Ref/NA 2004

18%

DK/Ref/NA 2003

18%


The Knowledge of Counselors

 

Four in five respondents reported high levels of satisfaction regarding the knowledge of their counselors.  This figure matched the all-time high set in 2010 (80%, up 1 percentage point from 2012 data).  The number of clients offering neutral rating doubled from last year (16%, up 8 percentage points).  Reports of client dissatisfaction saw a modest decline (2%, down 5 percentage points).  

 

How would you rate the knowledge of your counselor?

2003 n=163, 2004 n=141, 2006 n=84, 2007 n=90, 2008 n=95, 2009 n=52, 2010 n=45,

2011 n=74, 2012 n=61, 2013 n=44

 

1-3 Rating 2013

2%

1-3 Rating 2012

7%

1-3 Rating 2011

8%

1-3 Rating 2010

2%

1-3 Rating 2009

0%

1-3 Rating 2008

6%

1-3 Rating 2007

6%

1-3 Rating 2006

4%

1-3 Rating 2004

2%

1-3 Rating 2003

4%

 

4-7 Rating 2013

16%

4-7 Rating 2012

8%

4-7 Rating 2011

12%

4-7 Rating 2010

14%

4-7 Rating 2009

15%

4-7 Rating 2008

17%

4-7 Rating 2007

13%

4-7 Rating 2006

12%

4-7 Rating 2004

14%

4-7 Rating 2003

12%

 

8-10 Rating 2013

80%

8-10 Rating 2012

79%

8-10 Rating 2011

76%

8-10 Rating 2010

80%

8-10 Rating 2009

79%

8-10 Rating 2008

73%

8-10 Rating 2007

77%

8-10 Rating 2006

79%

8-10 Rating 2004

79%

8-10 Rating 2003

76%

 

DK/Ref 2013

2%

DK/Ref 2012

6%

DK/Ref 2011

4%

DK/Ref 2010

4%

DK/Ref 2009

6%

DK/Ref 2008

4%

DK/Ref 2007

4%

DK/Ref 2006

6%

DK/Ref 2004

5%

DK/Ref 2003

8%

 

 

Professionalism of Counselors

 

In line with data collected for prior years, reported satisfaction with the professionalism of counselors remains high.  More than four in five clients (84%, down 1 percentage point) experienced a high level of satisfaction.  This rating mirrors the six-year high set last year (85%).  Neutral ratings saw a noticeable increase (9%, up 6 percentage points).  The percentage of clients reporting low levels of satisfaction experienced no change from 2012 (5%).

 

How would you rate the professionalism of your counselor?

2003 n=163, 2004 n=141, 2006 n=84, 2007 n=90, 2008 n=95, 2009 n=52, 2010 n=45,

2011 n=74, 2012 n=61, 2013 n=44

 

1-3 Rating 2013

5%

1-3 Rating 2012

5%

1-3 Rating 2011

5.5%

1-3 Rating 2010

2%

1-3 Rating 2009

0%

1-3 Rating 2008

5%

1-3 Rating 2007

3%

1-3 Rating 2006

0%

1-3 Rating 2004

2%

1-3 Rating 2003

3%

 

4-7 Rating 2013

9%

4-7 Rating 2012

3%

4-7 Rating 2011

11%

4-7 Rating 2010

14%

4-7 Rating 2009

13%

4-7 Rating 2008

15%

4-7 Rating 2007

13%

4-7 Rating 2006

11%

4-7 Rating 2004

9%

4-7 Rating 2003

12%

 

8-10 Rating 2013

84%

8-10 Rating 2012

85%

8-10 Rating 2011

82.5%

8-10 Rating 2010

84%

8-10 Rating 2009

81%

8-10 Rating 2008

78%

8-10 Rating 2007

79%

8-10 Rating 2006

86%

8-10 Rating 2004

85%

8-10 Rating 2003

74%

 

DK/Ref 2013

2%

DK/Ref 2012

7%

DK/Ref 2011

1%

DK/Ref 2010

0%

DK/Ref 2009

6%

DK/Ref 2008

2%

DK/Ref 2007

4%

DK/Ref 2006

4%

DK/Ref 2004

4%

DK/Ref 2003

11%

 

 

Experience Working with Counselors

 

Ratings of experiences working with counselors remain high.  Nine out of ten clients surveyed (90%, up 2 percentage points) issued a positive rating of their counselor, a slight increase from last year.  This represents the highest percentage since the all-time high set in 2010 (96%).   For the first time in the history of the survey, the percentage of clients reporting neutral ratings dropped to zero (down 4%).  Negative reviews saw a modest decline (6%, down 2 percentage points).  The percentage of respondents who were unable or unwilling to answer the question experienced a small uptick (4%, up 4 percentage points).

 

Experience working with the counselor

2003 n=163, 2004 n=141, 2006 n=84, 2007 n=90, 2008 n=95, 2009 n=52, 2010 n=45,

2011 n=74, 2012 n=60, 2013 n=45

 

Positive Rating 2013

90%

Positive Rating 2012

88%

Positive Rating 2011

86%

Positive Rating 2010

96%

Positive Rating 2009

88%

Positive Rating 2008

86%

Positive Rating 2007

87%

Positive Rating 2006

92%

Positive Rating 2004

92%

Positive Rating 2003

85%

 

Neutral Rating 2013

0%

Neutral Rating 2012

4%

Neutral Rating 2011

4%

Neutral Rating 2010

2%

Neutral Rating 2009

4%

Neutral Rating 2008

2%

Neutral Rating 2007

3%

Neutral Rating 2006

1%

Neutral Rating 2004

1%

Neutral Rating 2003

4%

 

Negative Rating 2013

6%

Negative Rating 2012

8%

Negative Rating 2011

10%

Negative Rating 2010

2%

Negative Rating 2009

4%

Negative Rating 2008

11%

Negative Rating 2007

6%

Negative Rating 2006

6%

Negative Rating 2004

4%

Negative Rating 2003

4%

 

 

DK/Ref 2013

4%

DK/Ref 2012

0%

DK/Ref 2011

0%

DK/Ref 2010

0%

DK/Ref 2009

4%

DK/Ref 2008

0%

DK/Ref 2007

3%

DK/Ref 2006

1%

DK/Ref 2004

3%

DK/Ref 2003

7%

 


Explanation of Delays

 

Client satisfaction of counselor explanation of delays in service saw a decline from 2012 (74%, down 14 percentage points).  Notably, this figure matches the all-time low registered in both 2007 and 2011.  The percentage of clients reporting that they did not receive an explanation of delays remained consistent with 2012 data (20%, up 2 percentage points).  The percentage of clients unable or unwilling to answer the question also remained stable (6%, up 2 percentage points).

 

Did your counselor explain to you the delays encountered in providing the services on time?

2003 n=108, 2004 n=111, 2006 n=60, 2007 n=78, 2008 n=81, 2009 n=50, 2010 n=45

2011 n=74, 2012 n=45, 2013 n=35

 

Yes 2013

74%

Yes 2012

78%

Yes 2011

74%

Yes 2010

86%

Yes 2009

91%

Yes 2008

75%

Yes 2007

74%

Yes 2006

85%

Yes 2004

75%

Yes 2003

75%

 

No 2013

20%

No 2012

18%

No 2011

11%

No 2010

8%

No 2009

6%

No 2008

21%

No 2007

19%

No 2006

12%

No 2004

16%

No 2003

18%

 

DK/Ref 2013

6%

DK/Ref 2012

4%

DK/Ref 2011

0%

DK/Ref 2010

6%

DK/Ref 2009

3%

DK/Ref 2008

4%

DK/Ref 2007

6%

DK/Ref 2006

3%

DK/Ref 2004

9%

DK/Ref 2003

7%

 

 

Satisfaction with Services Arranged

 

Satisfaction with services arranged by counselors saw a sizable decrease in 2013.  The percentage of respondents offering a satisfied rating dropped considerably (82%, down 11 percentage points).  It is worth noting that, even with this drop in satisfaction, more than four in five clients still report a satisfactory rating.    

 

The percentage of clients reporting neutral (2%, up 2 percentage points) and dissatisfied ratings (9%, up 2 percentage points) remained consistent with 2012 data.  An increasing percentage of respondents reported that they were either unwilling or unable to answer the question (7%, up 7 percentage points).

 

Overall, how satisfied were you with the services your counselor arranged for you?

2003 n=163, 2004 n=141, 2006 n=84, 2007 n=90, 2008 n=95, 2009 n=51, 2010 n=44,

2011 n=74, 2012 n=61, 2013 n=43

 

Satisfied Rating 2013

82%

Satisfied Rating 2012

93%

Satisfied Rating 2011

85%

Satisfied Rating 2010

98%

Satisfied Rating 2009

79%

Satisfied Rating 2008

87%

Satisfied Rating 2007

83%

Satisfied Rating 2006

85%

Satisfied Rating 2004

85%

Satisfied Rating 2003

83%

 

Neutral Rating 2013

2%

Neutral Rating 2012

0%

Neutral Rating 2011

5%

Neutral Rating 2010

2%

Neutral Rating 2009

6%

Neutral Rating 2008

1%

Neutral Rating 2007

0%

Neutral Rating 2006

6%

Neutral Rating 2004

3%

Neutral Rating 2003

2%

 

Dissatisfied Rating 2013

9%

Dissatisfied Rating 2012

7%

Dissatisfied Rating 2011

6%

Dissatisfied Rating 2010

0%

Dissatisfied Rating 2009

4%

Dissatisfied Rating 2008

9%

Dissatisfied Rating 2007

10%

Dissatisfied Rating 2006

7%

Dissatisfied Rating 2004

6%

Dissatisfied Rating 2003

7%

 

 

DK/Ref 2013

7%

DK/Ref 2012

0%

DK/Ref 2011

4%

DK/Ref 2010

0%

DK/Ref 2009

11%

DK/Ref 2008

2%

DK/Ref 2007

7%

DK/Ref 2006

2%

DK/Ref 2004

6%

DK/Ref 2003

9%

 

 

Overall Satisfaction with BESB Services

 

Finally, clients were asked to rate their overall experiences with BESB services on a 1 to 10 point scale, including their IPE, timeframe of delivery of service, and the extent to which the services provided met their expectations.  They were also asked, based on their personal experience, if they would recommend BESB to others.

 

Overall satisfaction with BESB services remained consistent with the high rating registered in the 2012 survey (8.44, up .04 in mean rating).  Two of the other three areas surveyed saw increases in mean satisfaction ratings.  Ratings on the extent to which services met client IPE saw a small increase (8.31, up .38 in mean rating).  This figure represents an all-time high for the survey.  Satisfaction with the extent to which services met the needs of clients also registered an all-time high (8.35, up .19 in mean rating).  The only area to see a dip in satisfaction was the extent to which services met client expectations (7.79, down .14 in mean rating). 

 

BESB Vocational Rehabilitation Services Mean Ratings

 

Overall satisfaction 2013

8.44

Overall satisfaction 2012

8.4

Overall satisfaction 2011

7.54

Overall satisfaction 2010

8.60

Overall satisfaction 2009

8.28

Overall satisfaction 2008

8.02

Overall satisfaction 2007

8.39

Overall satisfaction 2006

8.12

Overall satisfaction 2004

8.54

Overall satisfaction 2003

8.48

 

Services met expectations 2013

7.79

Services met expectations 2012

7.93

Services met expectations 2011

8.2

Services met expectations 2010

8.04

Services met expectations 2009

8.30

Services met expectations 2008

7.80

Services met expectations 2007

7.72

Services met expectations 2006

7.59

Services met expectations 2004

8.14

Services met expectations 2003

7.96

 

Services met your IPE 2013

8.31

Services met your IPE 2012

7.93

Services met your IPE 2011

7.25

Services met your IPE 2010

8.33

Services met your IPE 2009

7.83

Services met your IPE 2008

7.69

Services met your IPE 2007

8.23

Services met your IPE 2006

7.39

Services met your IPE 2004

7.89

Services met your IPE 2003

7.69

 

 

Services met needs 2013

8.35

Services met needs 2012

8.16

Services met needs 2011

7.18

Services met needs 2010

8.04

Services met needs 2009

7.73

Services met needs 2008

7.58

Services met needs 2007

8.06

Services met needs 2006

7.46

Services met needs 2004

7.91

Services met needs 2003

7.78

 

 

Extent that Services Met IPE

 

The percentage of clients reporting that the services exactly followed their IPE plan reached an all-time high in 2013.  Slightly less than two-thirds (62.5%, up 14.5 percentage point) reported high levels of satisfaction.  The percentage of respondents who were unwilling or unable to answer the question saw a substantial decline (20%, down 13 percentage points), possibly helping to account for the uptick in satisfaction.  The percentage of clients reporting low levels of satisfaction saw a modest decline (5%, down 2 percentage points).  Finally, neutral satisfaction ratings remained consistent with 2012 figures (12.5%, up .5 percentage point).

 

To what extent have the services you received met your Individualized Plan for Employment (IPE)?

2003 n=163, 2004 n=141, 2006 n=84, 2007 n=90, 2008 n=95, n=52, 2010 n=45,

2011 n=74, 2012 n=60, 2013 n=40

 

1-3 Rating 2013

5%

1-3 Rating 2012

7%

1-3 Rating 2011

15%

1-3 Rating 2010

4%

1-3 Rating 2009

4%

1-3 Rating 2008

8%

1-3 Rating 2007

4%

1-3 Rating 2006

10%

1-3 Rating 2004

9%

1-3 Rating 2003

7%

 

4-7 Rating 2013

12.5%

4-7 Rating 2012

12%

4-7 Rating 2011

14%

4-7 Rating 2010

13%

4-7 Rating 2009

17%

4-7 Rating 2008

16%

4-7 Rating 2007

19%

4-7 Rating 2006

23%

4-7 Rating 2004

11%

4-7 Rating 2003

9%

 

8-10 Rating 2013

62.5%

8-10 Rating 2012

48%

8-10 Rating 2011

47%

8-10 Rating 2010

56%

8-10 Rating 2009

46%

8-10 Rating 2008

47%

8-10 Rating 2007

56%

8-10 Rating 2006

44%

8-10 Rating 2004

45%

8-10 Rating 2003

39%

 

 

DK/Ref 2013

20%

DK/Ref 2012

33%

DK/Ref 2011

24%

DK/Ref 2010

11%

DK/Ref 2009

33%

DK/Ref 2008

28%

DK/Ref 2007

21%

DK/Ref 2006

24%

DK/Ref 2004

35%

DK/Ref 2003

45%

 

 


Extent Vocational Rehabilitation Services Met Needs

 

Client ratings on the extent to which Vocational Rehabilitation Services met their needs rivaled the all-time high set in 2007 (70%, up 6 percentage points).  The number of clients reporting both neutral (17.5%, down 1 percentage point) and low levels of satisfaction (5%, up 2 percentage points) remained consistent with 2012 data.

 

To what extent did Vocational Rehabilitation Services meet your needs?

2003 n=163, 2004 n=141, 2006 n=84, 2007 n=90, 2008 n=95, 2009 n=52, 2010 n=44,

2011 n=74, 2012 n=61, 2013 n=40

 

1-3 Rating 2013

5%

1-3 Rating 2012

3%

1-3 Rating 2011

17%

1-3 Rating 2010

5%

1-3 Rating 2009

10%

1-3 Rating 2008

9%

1-3 Rating 2007

8%

1-3 Rating 2006

11%

1-3 Rating 2004

8%

1-3 Rating 2003

9%

 

4-7 Rating 2013

17.5%

4-7 Rating 2012

16.5%

4-7 Rating 2011

23%

4-7 Rating 2010

22%

4-7 Rating 2009

10%

4-7 Rating 2008

19%

4-7 Rating 2007

%

4-7 Rating 2006

25%

4-7 Rating 2004

18%

4-7 Rating 2003

20%

 

8-10 Rating 2013

70%

8-10 Rating 2012

64%

8-10 Rating 2011

57%

8-10 Rating 2010

60%

8-10 Rating 2009

60%

8-10 Rating 2008

55%

8-10 Rating 2007

71%

8-10 Rating 2006

58%

8-10 Rating 2004

54%

8-10 Rating 2003

61%

 

DK/Ref 2013

7.5%

DK/Ref 2012

16.5%

DK/Ref 2011

3%

DK/Ref 2010

13%

DK/Ref 2009

20%

DK/Ref 2008

17%

DK/Ref 2007

5%

DK/Ref 2006

6%

DK/Ref 2004

20%

DK/Ref 2003

10%

 

Timeframe for Delivery of Services

 

Satisfactory ratings of the timeframe for delivery of services saw a noticeable decline in 2013.  Nearly four in five clients (79%) reported a satisfactory rating, a 7 percent decrease from last year.  The percentage of clients offering a dissatisfied rating increased modestly (14%, up 5 percentage points).  Neutral ratings (7%, up 4 percentage points) reached their highest level in the history of the survey.

 

 

How satisfied were you with the overall timeframe for delivery of services?

2003 n=163, 2004 n=141, 2006 n=84, 2007 n=90, 2008 n=95, 2009 n=51, 2010 n=45,

2011 n=74, 2012 n=61, 2013 n=43

 

Satisfied Rating 2013

79%

Satisfied Rating 2012

86%

Satisfied Rating 2011

80%

Satisfied Rating 2010