[nfbmi-talk] FW: Fw: request for information consumer satisfaction
Fred wurtzel
f.wurtzel at comcast.net
Thu Nov 3 02:59:44 UTC 2011
Hello Joe and list,
I am not sure what to think about this. These are customers who were closed
successfully, and yet, 25% of them are dissatisfied with the service. I can
tell you that Ray and Michelle along with Shannon represent what I perceive
as quality service. There are others who also do good work. Blaming the
field staff is pretty much blaming the victim, though. The survey results
reflect a lack of quality staff training and the transmittal of quality
measures to the customers.
As you point out, this is not aa NFB/MCBVI issue, either. I know Joe Sibly
and have talked to him a lot. I know he believes in getting good jobs for
blind people. There will be efforts to drive a wedge between consumers, but
this is transparent and we will not fall for the bait. near as I can tell,
all blind people want a chance to support themselves, be a part of the
community and live a lifestyle of their choice, not one forced on them by
fals attitudes about blindness.
It is very sad to see the number of people who comment that they cannot work
due to poor vision after having been closed successfully. Something is
broken when successful customers are not able to work because of vision
issues. I will make the brash claim that no successful customer should ever
fail because of their lack of useful vision. This is one of the only
measures where the margin for failure is near zero.
Joe, your point about transferal of best practices is on target. I'm not
sure there is consensus within MCB that what Ray, Michelle and Shannon do is
best practice. There is a lot of attitude that the goal of doing what is
necessary for success is desirable. Some people express that blind people
don't deserve services like college. These are the kinds of training issues
that need to be confronted.
It is clear that according to statistics, the unemployment rate for the
general public is around 9% while the unemployment rate for college educated
people is around 4%. Yet, numbers of MCB staff resist and thwart blind
people from fully benefitting from legally allowable services. The practice
of attempting a means test through the oppressive extra form which penalized
students for things out of their control and continually attempting to get
students to pay for services when they receive ssi or SSDI\ benefits is
rooted in this jealous attitude toward blind people who have a chance to get
a college education. MCB ought to be providing college educations to as
many people as possible to the highest levels appropriate for the person and
profession from the very best colleges they can be accepted into. These
ought to be standard practice. We need to focus more on science and
technology jobs where the money is.
In my reading of job listings on Newsline, I see 2 tiers of jobs: low paying
non college jobs and high-paying engineering, computer and administrative
jobs.
High quality vocational training in such things as auto repair, health care,
appliance repair, copy machine repair and the like are equally attractive
jobs for those who do not choose college. Agriculture and tourism are
strong industries in Michigan. In reviewing the list I did not see anyone
who was identified as an engineer. I saw 1 clearly agricultural person who
has a vegetable stand. The lawn care business is considered agricultural
and I think there was 1 of these jobs.There were 1 or 2 self-employed
technology entrepreneurs.
Finally, I cannot understand the disparity of statistics showing more than
300 26 closures and the report of fewer than 200 competitive closures. This
seems amazing. What is happening here? What are the priorities? Who is
focusing on results?As an aside, there seemed to be a lot of thrird parties
answering for the customers, what is that about?
I feel true sadness for the staff of MCB who want to do better and have such
low expectations placed on them. I applaud those who do a good job despite
the environment. It is management and leadership who are responsible for
training and outcomes. I hope we can continue the positive beginnings at
the -MCB board level. They are truly consumer oriented and have high
expectations of staff and consumers.
Warm regards,
Fred
-----Original Message-----
From: nfbmi-talk-bounces at nfbnet.org [mailto:nfbmi-talk-bounces at nfbnet.org]
On Behalf Of joe harcz Comcast
Sent: Wednesday, November 02, 2011 6:57 PM
To: mcb2020-L at LISTSERV.MICHIGAN.GOV
Cc: nfbmi-talk at nfbnet.org
Subject: [nfbmi-talk] Fw: request for information consumer satisfaction
Speaks for itself! I don't think this uses the appreciative inquiry sort
of hobble gobble. but it does show major problems as disjointed as it is and
some good things too.
Now at first blush we see all sorts of violations of the rehabilitation act
including informed choice and rehab technology issues. And we show also a
lack of accounting of those dubbed successful closures period or a
substantial portion of them (about half can't be contacted).
Other issues including job retention and so forth are apparent and glaring.
In fact its a mess.
but I wish to say one positive thing that seems to flow through these
surveys as vague and as untimely as they are.
There are two individuals in the "home counselor" realm that seem to have
constant respect and success by MCB over the recent years (and this doesn't
exclude others but only accentuates the positive). One is Ray Kirkland who
has retired and who was by any definition a "mench" which is Yidish for
being an overall competent and good guy. the other is Michelle Vishner who
consistently has been cited by name over and over again in these surveys by
name.
Now, why isn't this agency if it truly believes in the ai thing and working
on the positive not emulating the results of Michelle and her practices
which lead to those documented and not fabricated satisfactory results?
It is well known by many that Michelle is a customer first counselor who
also happens to be blind and it is well known that Michelle is also a member
of the ACB and MCBVI so this isn't the age old issue of NFB versus ACB.
It goes to you Mr. Robertson, cannon, and Leemon Jones in their supervisery
and administrative capacities sir. Troops or mid level officers aren't held
accountable for system foul ups over decades in the military and why in the
Sam Hill should not the general's and colonels in MCB not be held
accountable including itsprimary and totally incompetent general on a number
of counts and fronts, Cannon?
Regardless a criticism is in order here for the agency and those in charge
like Robertson and Cannon. Or perhaps there are mor than a few.
One is why do we have to fight for this information in a timely and
accessible manner over years? In fact no matter what one thinks of former
commissioner Taekens she to her credit always tried to get this type of data
driven instruments and so did for that matter RSA?
Secondly, how much did this survey cost and was it conducted under the line
item for the Commission on Disability Concerns that seems to have gone
unspent vis a vis released financial data?
Thirdly, how does this jive with reality and with the RSA monitoring
requirements and so on and so forth?
Fourthly, and just off the top of my head here how and why are elderly blind
and VR clients/customers apparently co-mingled here?
Fifthly, and again quickly me not being paid to answer or account for such
issues though Bob Robertson and Cannon are, I'm wondering about all the
ereferences and allusions to outright violations of assistive technology
provisions of the Rehab Act that ring as clear as a bell and what MCB is
doing about this?
Sixthly, I'm wondering what the heck MCB is doing about the denotations of
timely service delivery including your rather glib and facile comments on
the MCB Twenty List Serve in these regards by the way, delivery, informed
choice and Rehab Act basics denoted with supposed successful closures right
in plain language in this report?
Sigh...
What a mess this is. It was hard enough to get this and now what is being
done with this information? Oh and why in the Sam Hill wasn't this
informatiopn and similar consumer satisfaction surveys not sent to
commissioners even after requests for same in a timely manner?
And why wasn't this and other surveys uniformly posted to the MCB web site?
Oh maybey this is final: What the heck is your job anyways Mr. Robertson is
it simply to be a lapdog for Mr. Cannon and do dirty work like the infamous
and notorious and paranoid "bullet proof drape" item?
Sorry but in a few minutes I've analyzed a large amount of often ambiguous
data that was required to be analyzed by high priced taxpayer supported
so-called professionals like yourself in a timely, accessible and
transparent manner to the general public let alone this one blind man
himself.
Again the buck stops at the top and the party is over for over paid and
non-responsive upper management in MCB if I have anything to do with it and
I do and I will.
Thanks for everything.
sincerely,
Joe Harcz
Citizen, Taxpayer and Your Boss
----- Original Message -----
From: Robertson, Bob (LARA)
To: MCB2020-L at LISTSERV.MICHIGAN.GOV
Sent: Wednesday, November 02, 2011 3:13 PM
Subject: Re: request for information consumer satisfaction
Joe -
Per your request, below are the results of the survey done in August 2010 of
persons closed status 26.
Bob Robertson
_____________________________
Michigan Commission for the Blind
Survey of "26 Closures" Participants
August 2010
Total Participant Names 320
Number Deceased 5
315
Phone Numbers Disconnected 68
247
Didn't Respond to Phone Calls 94
153 Respondents
Seniors or Retired: 14
1. Were the services you received from MCB instrumental in assisting
you in becoming employed?
Yes: 105 No: 35
Yes & No: 1 (lives in rural area-needs transportation)
Comments:
Kind of - going to school and doing volunteer work in the field
Already employed/helped keep employment - 11
Guardian not happy w/MCB services - didn't help at all
Helped with schooling/finishing school - 3
Still working w/MCB - wants to be in vending program
Received tools
Didn't get any help, got glasses paid for
2. Are you currently employed? Yes: 86
No: 61
One person still in school - couldn't do both work
and school
One person was just laid off
One person laid off two years ago
Was employed and moved to FL& trying to get business
up again
Was employed and moved to Georgia and working
w/Georgia MCB
a. Are you receiving benefits from your employer? Yes:
30 No: 39
1 No response - benefits elective & chose not to
take
If yes, what is your employer's name?
Fifth Third Bank
BEP - 10
Sam's Club
University of MI, Transportation Research Institute,
Transp. Data Center
Liberty Athletic Club
Access Living, Chicago, IL
Meijers
Nino's Salzaggios
Visonary
Pro Step
Lake State Industries
Grand Rapids Child Discovery Center
Bail Bonds insurance Agency
Disability Advocates of Kent County
Cebawfelt
Miller's Super Value Grocery Store
Self-employed - real estate
Hartland health Care
Manor Care
Self-employed - does craft shows
Amway Corp.
State of MI - MDOT - bridge
Moto-Medic Inc.
Windstream Communications
State of Wyoming - Chaplin
Self-employed - Hampton & Sons Construction
Self-employed - RDS Consultants
Jewish Vocational Services
First National Bank
Self-employed (realtor) & works for someone else
(White Horse Inn)
Cranberry Estate
Dominos & Red Lobster (works 2 part-time jobs)
University of MI
AARP (doing a training program through them)
Arms Insurance Agency
Self-employed - Forest Products
Torres Golf Management
YWCA - southwestern MI
Little Cesar's Pizza
Beaumont Hospital
Self- employed - Brew for You
ARC of St. Clair County
Walgreens
Milt Rackman
Self-employed - AT Guides
Detroit Community
CVS Pharmacy
Trinity Senior Living Community
Self-employed - EZ Way Lawn Service
Flint Public Schools
Kaplan Test Prat & Admissions
America's Pride
Bushes Inc
MSU - Disability Resource Center
Family Health Psychiatric & Counseling Center
Self-employed - Randall Bakery
Self-employed - independent contractor
Detroit Hispanic Development Inc.
Goodwill Industries
City of Detroit - Water/Sewer Dept.
Northern Suburban Special Education District
Community Care Services
Tower Clock Eye
Calvin College
Self- employed - independent contractor
(transcription)
Self-employed - Fine Imaging Inc.
Self-employed - Awesome Power Washer, Inc
Detroit Board of Education
Double W Oil field
Guardian Industries
Spartan
Self- employed - Blind Campbell Enterprises
Self-employed - Fast Break Foods
Cobbler's Bench
Self-employed - has a vegetable stand
Self-employed - Jaime Villa Message Therapy
3. Are you still working at the same job you were when your MCB case
was closed?
Yes: 72 No: 14
If no, who is your new employer? This answer reflects
current employer in above.
4. Have you received a promotion? Yes: 6 No:
61
5. What is your salary range?
Less than $20,000: 46
$20,000-$40,000: 18
More than $40,000: 14
6. Do you work full time or part-time? Full time: 45
Part-time: 39
Comments:
Sometimes full time - sometimes part-time
Seasonal work
7. Are you currently working in the field you received training in?
Yes: 62 No: 20
Comments:
Not exactly
If no, is there a reason why you are no longer employed in the
field?
Comments:
Deterioration of eye sight
Didn't need any training; not happy w/MCB; put up barriers to employment;
caseworker was good but retired (Ray Kirkland)
Laid off
Due to my disability
Wasn't trained in a field; training in starting your
business (woodworking)
Don't know
Currently working with MCB
Economy; PHD in ecology and can't find work in Grand
Rapids
Business closed and can't find employment
He's in janitorial now, was a truck driver- it's his
vision
Training to work at home
Trained for massage therapy and because of meds,
can't do anymore
Didn't receive training - 3
No training - showed how to use "tools" to see
Received equipment to assist him in job
Still going to school; trying to get master's
degree; wants to get into Western MI
Skills need to be updated
Didn't want training due to her son's disability;
received visual aids
Was unable to get a job
PD for college, but degree was in a different area
than I'm working in now
Just furnished AT and how to use them
Only career guidance at that time
No training; helped with AT
Company didn't feel job he did was safe
Didn't receive training; but received AT
8. Are you interested in becoming employed again? Yes: 33
No: 12
Comments:
Don't know now because of things going on now
Just moved from Colorado to Michigan
She can't work
Had heart attack and in therapy and had an
amputation
Problem is transportation
Not right now
Maybe - now disabled with a neck injury
Due to his health
If yes, what area can MCB assist you in your job search?
Comments:
MCB says they can't assist him
Going to school
She's in the arts (jazz entertainment)- wants to do
music in clubs
Getting a job
Not sure - 8
I can't drive and can't see well - closed his business because couldn't see
- worked with MCB after that
Wants customer service or administrative assistance
Computer needs to be updated; Jaws doesn't work; called vendor & can't
install herself
Needs some special glasses
Wants training in another area such as nurse's aid
Trying to get back w/counselor to work on a plan - just got a dog
Working with her; needs help with her mobility and needs transportation
Wants to be self-employed - 2
Supplying her with job leads; help with her resume
Help her get a job in social work
Help with job leads and transportation
Help with finding right job
Wants to start his own business, has his own tools
9. Do you want your case opened again? Yes: 48 No: 79
Comments:
Case is currently opened - 11
Got realtor's license; eye sight is deteriorating- can't drive anymore;
problem w/brightness and dimness; needs help w/home skills; was happy with
services before
Tried to get into Kalamazoo school for vendor training; had to do routine
things he didn't need; MCB makes work - not user friendly; voices this to
others. He jumped through all hoops, saw other vendors; won't give training
(driving); 30 weeks and can't do because of his family and other
responsibilities - long distance for him to be there at all times and use
white cane all times; doesn't want to use (if can't use, expels clients).
Good when working with Ray - have to take duplicative course when he knows
subjects - was told vacancies of state facilities but wouldn't allow him to
bid on - pointed out rest areas to expand into.
Lisa Kamcondal(?) never returned calls; Kim Kennedy was good and met with
her from time to time
Has a 15 month old child and staying home now and will go back to work
eventually
Not currently, but are assisting others with your
skills (woodworking)
May be interested in music therapy
Probably in the future to study accounting
Has seen his doctor and can't drive - doesn't know
what you can do for him
Needs new equipment
Services were great until recently when requested a
piece of equipment
He's hard of hearing - needs assistance in the home
and cooking
I'm very grateful for MCB - Shannon McVoy was great - helped him
and his family
People who she currently works with now are great
people
Going to school to get her GED
Was a successful professor for over 40 years and
enjoyed his work
Wants to work with Michelle Visser
Named voc. Person of the year - helped her immensely
Michelle Visser was counselor but he was contracted
out to others
On total disability and can work only so many hours
Doesn't live in MI anymore, lives in Washington D.C.
Has broken his glasses and will wait for MCB to
contact him
Needs glasses
Got switched to a new worker and has been sick for
past year
Does MCB have a pre-screening program to see where people's
interest lies or what they would be good at?
Worried about soc security limits (I suggested to talking w/a
WIPA person and didn't want to)
Purchasing electrical books
Had to fight with MCB on some issues - called 2 months ago and
MCB won't help people find jobs
Living in Wisconsin now
Wants computer training
Great counselor Michelle Visser and last counselor was great
also
Interested in training at Louisiana Training Center for the
Blind
Wants more training on the computer
If yes, obtain the following information and someone from MCB
will get in touch with them.
Name: _________See surveys for this
information_________________
Address: __________________________________________________
Phone: ____________________________________________________
----------------------------------------------------------------------------
----
From: Michigan Comm for the Blind Vision 20/20 List
[mailto:MCB2020-L at LISTSERV.MICHIGAN.GOV] On Behalf Of joe harcz Comcast
Sent: Wednesday, October 19, 2011 8:23 AM
To: MCB2020-L at LISTSERV.MICHIGAN.GOV
Subject: request for information consumer satisfaction
October 19, 2011 Inquiry Related to Consumer Satisfaction Survey
Paul Joseph Harcz, Jr.
1365 E. Mt. Morris Rd.
Mt. Morris, MI 48458
810-516-5262
Patrick D. Cannon
Director, Michigan Commission for the Blind
(via e-mail)
Dear Mr. Cannon,
I'm writing today to request an accessible copy of the completed consumer
satisfaction survey denoted in the following section from the MCB 2011
"Strategic Action Plan":
"
Objective 2
1.2 Work collaboratively with a third party to develop assessment
and tracking tools to measure client satisfaction with MCB services and
determine the extent to which clients whose cases are closed successfully
remain employed and independent at 18 months or 24 months following case
closure. These tools are to include an optional online survey for clients
and telephone survey conducted by a third party. The survey instrument has
been completed. It is now just a need to conduct the survey.
Status: The survey has been completed and the results need to be compiled
and analyzed. This will be done by May 2011. "
As you know I'm legally blind and I request this report as either a plain
text enclosure and/or a Word document sent to my e-mail adress listed above.
Thank you in advance for your prompt compliance with the Americans with
Disabilities Act and Section 504 in these regards.
Sincerely,
Paul Joseph Harcz, Jr.
Cc: MCB Commissioners
Cc: OCR
Cc: NFB MI
Responsibility: Leamon Jones, Elsie Duell, and Bob Robertson
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