Factors associated with consumer engagement and satisfaction with the Vocational Rehabilitation program

Abstract

BACKGROUND: The Vocational Rehabilitation (VR) system spends approximately $365 million annually to serve consumers who disengage from services and drop out of the program. OBJECTIVE: Better understanding of the factors leading to premature exit might help VR better organize and deliver services to increase engagement. METHODS: VR consumers provided four waves of longitudinal data at six month intervals about their VR experiences and satisfaction. Almost half of the respondents felt that progression through VR services was too slow. Overall satisfaction with services was associated with the pace of service delivery, rates of contact between the counselor and consumer, and satisfaction with the counselor. Of those exiting the VR program over the study horizon (n = 162), 35% left because they met their goals, 34% because they were dissatisfied with services, and 30% for personal reasons. CONCLUSION: This study sets the stage for further evaluation and model testing of VR practices to reduce premature exit. Practice modifications might include changes to the rates, timing and structure of contacts between counselors and consumers. Even a nominal increase in consumer engagement and retention could have significant outcomes for the VR system and consumers.