[nfbmi-talk] FW: Fw: request for information consumer satisfaction
joe harcz Comcast
joeharcz at comcast.net
Thu Nov 3 16:23:55 UTC 2011
Hi Fred and All,
Another note here is that there were ten (10) BEP vendors closed in this
report ending August 2010. I wonder how many are still active and successful
in their locations today?
It should be simple for the administration to track such data?
Joe
----- Original Message -----
From: "Fred wurtzel" <f.wurtzel at comcast.net>
To: "Michigan Comm for the Blind Vision 20/20 List"
<MCB2020-L at LISTSERV.MICHIGAN.GOV>; "'NFB of Michigan Internet Mailing List'"
<nfbmi-talk at nfbnet.org>
Sent: Wednesday, November 02, 2011 10:59 PM
Subject: [nfbmi-talk] FW: Fw: request for information consumer satisfaction
> 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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