[nfbmi-talk] FW: Fw: request for information consumersatisfaction
joe harcz Comcast
joeharcz at comcast.net
Thu Nov 3 17:43:11 UTC 2011
Hi,
I for one am always happy to hear good stories about feild staff.
There certainly a number of good and effective people within MCB.
I'm sorrry I omitted Shannon in these regards.
Regardless I think it goes without saying that issues with MCB go directly
to the top.
Peace with Justice,
Joe
----- Original Message -----
From: "Jacalyn Paulding" <jacalynpaulding at gmail.com>
To: "NFB of Michigan Internet Mailing List" <nfbmi-talk at nfbnet.org>
Cc: "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: Thursday, November 03, 2011 1:20 PM
Subject: Re: [nfbmi-talk] FW: Fw: request for information
consumersatisfaction
> Hi Fred, Joe and list
>
> Fred , I just wanted to say thank you for your clarification about the
> work of field staff. I currently have the privilege of completing my
> internship under the Shannon McVoy and I can say without A shadow of a
> doubt that her heart , mind and energy are 100 percent dedicated to the
> blind of Michigan. I think it is imperative to remember that there are
> many many Mcb employees who do a fabulous job and they deserve credit
> where credit is due.
>
> Sincerely,
> Jackie Paulding.
>
> Sent from my iPhone
>
> On Nov 2, 2011, at 10:59 PM, "Fred wurtzel" <f.wurtzel at comcast.net> wrote:
>
>> 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 wo
>
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