Our clients raved about their improved outcomes after training so much, that IFIOC was personally recommended to train Vocational Rehabilitation departments across the United States.
IFIOC has trained over 90% of all levels of employees at Division of Vocational Rehabilitation in Washington State. This included both a 2-day introductory class as well as a 2-day advanced class approximately 4-6 weeks after the intro. It was then voluntary for staff to take the Skill Building course which was a ½ -day, every month, for six consecutive months. Those staff were also encouraged to submit recordings of conversations to be coded for fidelity and receive individual feedback reports and 1:1 coaching.
IFIOC also completed topic specific trainings developed for how to use MI with internal and external partners, MI in Supervision, MI in groups, MI with transition age youth, and MI in documentation. This culminated into a Motivational Interviewing Integration Team, represented by each level of the DVR system, that assessed and made recommendations on how to integrate this communication approach to change the DVR culture. This included exploring internal and external communication trainings, continuing education, research, performance evaluations, policy, and budgets.
Outcomes (*These findings were presented by WA DVR during a federal review by the Rehabilitation Services Administration):.
• Workers who achieved measurable “competency” in Motivational Interviewing had productivity rates of 77% compared to the statewide productivity rate of 52%.
• 2007 DVR was at 57% of federally mandated outcomes. By January 2013 DVR was at 120% of federally mandated outcomes
• 8/1/2006: 7,067 clients were being served. By 8/1/2012: 13,524 were being served
• FY2007: Passing 57% of all Federal Performance Indicators. By end of FY2012: Passing 86% of all Federal Performance Indicators.
• 14,274 customers were moved off of a waitlist (some who had been on the waitlist for over five years) and the waitlist was eliminated.
• 2007: Independent customer satisfaction survey “Do you think DVR Staff treated you with dignity and respect”, 67% agreed. 2011 Survey: “Do you think DVR Staff treated you with dignity and respect”, 95% agreed.
Based on the success of communications training at DSHS in both the Aging and Long-Term Support Administration and the Division of Vocational Rehabilitation, the Community Services Division contracted for evidence-based communication training in all regions/offices throughout the state. The training focused on front desk/reception staff, social service workers, and specialized training for supervisors, managers, and leaders.
After preliminary introductory training, two sites were identified to receive full fidelity training of Motivational Interviewing as an Evidence-Based Practice. This included a 2-day introduction to Motivational Interviewing, two individual 1-day advanced follow-up classes at one-month intervals, then monthly ½-day Skill Building for six months while submitting audio recordings of interactions to be coded for fidelity and receive individual feedback reports and 1:1 coaching.
Outcomes (Presented by DSHS at the Association for Public Policy Analysis and Management conference in Fall of 2018):
• After minimal statewide training in the majority of offices, two sites were identified for full fidelity training, one on each side of the state.
• Once both sites achieved full fidelity, performance outcomes were compared to both a comparable office in terms of caseload size/population served, as well as to the statewide averages.
• The two locations trained outperformed the groups in every measure including increased program participation, reduction in sanctions, reduction of barriers, reduction in length of stay, increase in successful completion, increased rates of employment, higher rates of income gained, and longer period between re-accessing benefits.
• Office Level Outcomes: Improved staff supervision, better communication between staff and managers, more standardized customer experience.
• Staff Level Outcomes: Lower staff stress, feel less responsible for customer choices, use less directive talk with customers, better understanding of customer situations
• Customer Level Outcomes: Higher satisfaction, fewer complaints, feel respected and listened to, clearer of next steps, feel in charge of their life, taking steps to follow through, increased trust, higher compliance with program requirements, feel comfortable opting out of programs