Consumer satisfaction with vocational rehabilitation services

The purpose of the Rehabilitation Act Amendments of 1992 (the Act) is to empower individuals with disabilities to maximize employment, economic self-sufficiency, independence, and inclusion and integration into society. One measure of the implementation of both the spirit and letter of the Act is consumer satisfaction with vocational rehabilitation (VR) services. The purpose of this article is twofold: (a) to present the consumer satisfaction survey process implemented by the Missouri Division of Vocational Rehabilitation (MDVR) in response to mandates in the Act, and (b) to report first year results of this process. Results indicated high levels of satisfaction with all aspects of MDVR services among the vast majority of respondents. More specifically, respondents indicated that they: (a) received services in a timely manner, (b) viewed the rehabilitation counselor as a critical component in the VR process, (c) believed they were involved in making choices throughout their rehabilitation process, and (d) obtained or anticipated obtaining employment as a direct result of VR services. Implications of consumer satisfaction data for program evaluation and the continuous improvement of VR services are discussed.