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Igger Picture, Striving for Personal Successes, Focusing on Counselor Customer Needs, and Then Accessing Success

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Igger Picture, Striving for Personal Successes, Focusing on Counselor Customer Needs, and Then Accessing Success er Picture Bigg the Illinois Department of Human Services Division of Rehabilitation Services Rod. R. Blagojevich, Governor Carol L. Adams, Ph.D., Secretary Photo by DAVID FARBER As chair of the State Rehabilitation Council (SRC), it is a privilege to State Rehabilitation Council present the Illinois Department of Human Services’, Division of Establishment Rehabilitation Services (DHS/DRS) Annual Report for FY 2008. In a time The State Rehabilitation Council of much economic uncertainty, the agency and SRC was faced with many (SRC) is established by the challenges and continued to provide a wide array of programs and Rehabilitation Act to advise the services to assist individuals with disabilities to Access Success! Secretary of the Department of Human Services (DHS) and the I am particularly proud of the work the council has performed to Director of the Division of cultivate and strengthen the partnership with DRS and stakeholders to Rehabilitation Services (DRS) in ensure the tenants of World Class Customer Service and Informed matters concerning individuals Customer Choice remain at the forefront of providing Vocational with disabilities, the Americans with Disabilities Act, and the Rehabilitation (VR) programs and services to individuals with disabilities in provision of rehabilitation Illinois. services. The council’s leadership reconstituted standing committees, developed value and mission statements, Function and established measurable strategic goals and outcomes. This framework provided guidance and enabled The function of SRC is to members to participate in the rules process, select hearing officers that review customer case appeals, provide true customer input into the current and future VR attend public hearings, and present significant input for inclusion in the State Plan for VR services. process. The Council’s federal To assist DRS in achieving their mission and solicit customer input, the SRC disseminated information mandates include: regarding their purpose and function, held quarterly public meetings, participated in the Annual Disability Review, analyze, and advise Rights Conference and Independent Living Expo, and meets monthly with the National Coalition of State DRS regarding its performance Rehabilitation Councils (NCSRC) to share promising practices. Advise and assist in the The SRC members and I look forward to the coming year and would like to thank the Rehabilitation development of the State Plan for VR services Services Administration (RSA), DHS/DRS, Congressional Delegation, the General Assembly, the Governor Review and evaluate customer and consumers for their continued support to ensure that individuals with disabilities have satisfaction Access to Success! Coordinate activities with other councils Identify, jointly develop, and review VR goals and priorities Greg Polman Jointly select Impartial Hearing Officers with DRS Chair State Rehabilitation Council Membership For More Information Contact: 217-782-2280 (Voice) 866-263-1754 (TTY) 217-785-5319 (FAX) Email: [email protected] SRC members are appointed by the Governor with the majority having a disability. Membership DRS works in partnership with people with disabilities and their includes representatives from: families to assist them in making informed choices to achieve full I Disability and Advocacy community participation through employment, education, and Organizations Bill Bogdan independent living opportunities. Edward Bannister The Division of Rehabilitation Services (DRS) Mission Statement forms David Dailey the basis for access and success. Defining and measuring access and Kristin Sensor Pamela Heavens success at any level offer challenge and potential for growth. While we Joyce Grangent want to be at the top of our game at all times, we must first define what Marbella Marsh Christopher Ware being at the “top” means to us. I Business, Industry, and Labor DRS has done that--we accept nothing short of excellence. We are Annette Grove passionate about getting services to Illinois citizens with disabilities. We Awaiting Appointment Awaiting Appointment persevere when we face obstacles and hardship as do they. In short, we Awaiting Appointment review the past, recognize the present, and prepare for the future. DRS I Community Rehabilitation has a reputation for planning, for attending to individual needs, for Service Providers recognizing and encouraging talent, and for facilitating the development James Wilkerson I Client Assistance Program and implementation of customized services. Cathy Meadows We know that every person has the potential to be creative, to be I Secondary or Higher resourceful, and to Access Success. Average skills will get us to the Education middle but focused skills and an unyielding pursuit toward peerless Mary Rogers accomplishment will get us to the TOP. John Trach, Ph.D. Thomas Upton, Ph.D. There is no “magic” in this commitment to personal best. It is thinking I Vocational Rehabilitation toward the bigger picture, striving for personal successes, focusing on Counselor customer needs, and then accessing success. It is just who DRS is, and it Henrietta Battle is definitely how we want to be recognized. I Current or Former Customer of VR Services This annual report gives testimony to our fortitude. We access success Brian Johnson each time we assist a customer in creating a future vision, in developing I Parent Training Information competencies, and in taking effective action toward desired results. It is Centers accessing success with an eye toward exceptional achievement that we Myra Christian continue to be grounded and pledged to the work that DRS does best-- I State Board of Education Susan Walter serving Illinois citizens with disabilities. This past year proved to be a year I State Workforce Investment of challenge, a year of growth. This New Year 2009 will bring new and Board boundless possibilities as we continue to Access Success. Awaiting Appointment I Blind Services Planning Council Greg Polman I Statewide Independent Living Council Carol L. Adams, Ph.D. Robert F. Kilbury, Rh.D. Tony Arellano Secretary Director I Director of DRS Robert F. Kilbury, Rh.D. Illinois Department of Human Services Division of Rehabilitation Services I Illinois continues to be World Class Customer Service recognized as a national leader in VR with 29,093 What does it mean to be a World Class Customer Service Agency? In short, it is the ability DRS customers entering competitive employment in to view customer service as an agency responsibility where ownership belongs to all the past five years. employees and is realized within a team-based structure. At Division of Rehabilitation I VR customers who became Services (DRS), we face more and different challenges each year, not the least of which is employed in FY 2008 can recognition that the expectations of the customers we serve continues to rise. Some might expect to earn a total of $59.8 million more in the see these challenges as obstacles, but DRS, who has made a commitment to World Class next year. Customer Service, sees them as opportunities to differentiate between acceptable I DRS served 36,858 people customer service and exemplary customer service–a mechanism to the bigger picture of through the Home Services Program in FY 2008. Access Success. I More than 1,450 customers have moved from nursing Success is based on viewing activities and commitment across the entire organization as homes back into the well as identifying at the functional level how each activity impacts progress. At the very community through the Community Reintegration basis of this focus is an understanding of the customer’s anticipated needs and Program. expectations in order to ensure that all services support the individualized activities to I DRS served 19,993 students deliver quality services. We Access Success each time we act on customer needs, assume with disabilities in FY 2008. partnership in customer excellence, and accept accountability for customer performance I The number of Hispanic/Latino customers and satisfaction. receiving home services increased 102 percent from The World Class Customer Service “journey” was initiated at DRS in 1999. It continues to FY 2000 to FY 2008. the present with a deep commitment and an expectation to settle for nothing less than excellence. DRS takes pride in this initiative; it has served the Agency well. That commitment is at the heart of the bigger picture–Access Success–for ourselves, for our agency, and for the customers we serve. What We Do DHS’ Division of Vocational Rehabilitation Services - We help individuals with disabilities prepare for and find quality Rehabilitation employment that pays a living wage and offers opportunities for advancement. Our staff offers services in 46 Services (DRS) is field offices located throughout the state. Services include: evaluation, guidance and counseling, job the state’s lead development, job placement, and follow-up services to ensure that individuals remain on the job. agency serving Home Services Program - We provide services to individuals with significant disabilities so they can individuals with remain in their homes and live as independently as possible. Through home services, individuals have the opportunity to live self-directed lives, functioning as active members of their communities and retaining disabilities. control over the services they receive. Bureau of Blind Services - We assist individuals who are blind or visually impaired in rediscovering their DRS works in independence and freedom.
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