VR Statewide Customer Satisfaction Survey Results - Quarter 4 - FFY 2023 (7/1/23 - 9/30/23)
During the fourth quarter of Federal Fiscal Year 2023 there were 4,284 closure letters generated that included the
options of a scannable QR code, a survey link, and toll-free number to access the customer satisfaction survey. Those
cases with email addresses (3,629) also received an automated email message with the same information encouraging
participants to share their experiences with receiving Vocational Rehabilitation Services from Opportunities for
Ohioans with Disabilities. From those efforts, there were 156 respondents with the following results.
Note: Questions that allow multiple responses will exceed 100%, any other variances are due to rounding.
1. My current zip code (not graphed)
2. My current disability (check all that
apply):
(Answered 156)
3. My gender:
(Answered 156)
4. My age range:
(Answered 156)
5. My race or ethnicity (check one):
(Answered 156)
6. It was easy for me to get to the meeting
location (e.g., OOD office, library, Job
Center) and to move around in the office
space when meeting my counselor.
(Answered 156)
7. OOD Services were provided to me
(check all that apply):
(Answered 156)
Reasons for selecting Multiple ethnicities or
Other for this question:
• Individual responded N/A
Reasons for selecting Disagree or Strongly
Disagree for this question:
• Not applicable
44%
21%
8%
0%
0%
26%
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
Did not
visit
ODD
office
34%
36%
29%
31%
7%
10%
44%
53%
2%
1%
0%
Female Male Non-
binary
Prefer not
to specify
Other
(please
23%
12%
14%
19%
24%
8%
14-24 25-34 35-44 45-54 55-64 65 and
over
0%
4%
12%
1%
79%
3%
1%
31%
36%
63%
37%
26%
Statewide Customer Satisfaction Survey Results - Quarter 4 - FFY 2023 (7/1/23 - 9/30/23) - p. 2
8. I was satisfied with how OOD services
were provided.
(Answered 156)
9. Materials were given to me in my
preferred format (e.g., large print,
interpreters provided).
(Answered 156)
10. After my first meeting with my
Counselor, Coordinator, or Caseload
Assistant, I understood clearly that
employment was the goal of the VR
program.
(Answered 156)
Reasons for selecting Disagree or Strongly
Disagree for this question:
•
Lack of communication
•
Disability not considered
•
Providers not effective
Reasons for selecting Disagree or Strongly
Disagree for this question:
•
Never received materials
•
Lack of communication
Reasons for selecting Disagree or Strongly
Disagree for this question:
•
Lack of communication
•
Never had a meeting
11. VR staff were polite and professional.
(Answered 156)
12. VR staff helped me understand the kind
of services that were available to me.
(Answered 156)
13. VR staff included me in the decisions
about my case, including the services listed
on the Individualized Plan for Employment
(IPE- my plan).
(Answered 156)
Reasons for selecting Disagree or Strongly
Disagree for this question:
•
Not polite or professional
•
Provider not reliable
Reasons for selecting Disagree or Strongly
Disagree for this question:
•
Process confusing
•
Did not receive needed services
Reasons for selecting Disagree or Strongly
Disagree for this question:
•
Did not receive services listed on
the IPE
•
Input not considered
58%
18%
9%
5%
10%
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
48%
29%
19%
3%
2%
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
62%
26%
8%
2%
2%
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
65%
23%
8%
2%
3%
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
53%
26%
12%
4%
4%
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
55%
26%
15%
1%
3%
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
Statewide Customer Satisfaction Survey Results - Quarter 4 - FFY 2023 (7/1/23 - 9/30/23) - p. 3
14. I was satisfied with the timeliness of the
services from my plan that were provided
to me.
(Answered 156)
15. As a result of working with OOD, I have
a job, or I do not have a job.
(Answered 148)
16. As a result of working with OOD, I have
a job and (check all that apply):
(Answered 90)
17. After working with OOD, I do not have a
job and (check all that apply):
(Answered 58)
Reasons for selecting Disagree or Strongly
Disagree for this question:
•
Delays in process
•
Lack of communication
15.
I have a job (see #16)
61%
I do not have a job (see #17)
39%
16.
18. (a) What are the biggest barriers you
experienced in working towards your
employment goal? (b) What could OOD
have done differently to remove those
barriers?
(Answered 101)
19. Please share with us any comments that
you would like about your vocational
rehabilitation experience.
(Answered 73)
20. I would recommend OOD to others with
disabilities.
(Answered 148)
a)
•
Health issues/disability concerns
•
Legal history (felonies)
•
Transportation
•
Lack of, or delays in
communication
•
Poor work history
(b)
•
More communication
•
More attentiveness to individual
•
More guidance on the OOD process
•
OOD staff were professional,
friendly, helpful, knowledgeable,
and supportive.
•
Excellent experience
•
Appreciative of services
•
OOD services did not meet
expectations
53%
24%
8%
4%
10%
Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
61%
50%
78%
42%
Reached
employment
goal
Job disability
appropriate
Satisfied with
staff services
More
financially
independent
38%
33%
43%
14%
Satisfied with
staff services
Chose not to
continue
services
Continuing
search
independently
Not interested
in a job
82%
18%
Yes No