[nfbmi-talk] what has changed

Fri Jan 20 17:02:14 UTC 2012

This is last year's action plan. Not much was accomplished here. I'll submit next year's draft plan proposed at the recent PAQ meeting and you'll see much has simply been recycled. The issue with MCB is clearly that upper management for the most part and with few exceptionscannot and does not meet its own objectives year in and year out. Compare this one with the next one....

Joe

MICHIGAN COMMISSION FOR THE BLIND (MCB)

2011 STRATEGIC ACTION PLAN

GOAL 1 – CONTINUOUSLY IMPROVE AND IMPLEMENT CUSTOMER RESPONSIVE SERVICE SYSTEMS

Objective 1

1.1    MCB has developed a survey instrument to determine client satisfaction. The survey was administered in FY 2010 to students who attended MCBTC in FY 2009. The results of that survey will be used as a baseline for subsequent yearly surveying. 

Status: MCBTC will again administer the survey to students who attended in FY 2010. The results will be compiled and presented to the Director by December, 2011. 

Responsibility: Sherri Heibeck, Bruce Schultz, and Bob Robertson

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. 

Responsibility:  Leamon Jones, Elsie Duell, and Bob Robertson

Objective 3

1.3    BEP and the Consumer Services Division will work together to promote greater participation of MCB clients to gain work experience at BEP facilities. 

Status: The Consumer Services Division and BEP met and are planning on developing work experience for up to nine consumers. A list of interested operators will be available in April, 2011. 

Responsibility:   Leamon Jones and James Hull

Objective 4

1.4    Enhance the current BEP system to include an operator point report. This report would provide on demand information for operators’ at their request. In addition, the BEP manager would provide the detailed information regarding all operator points at the annual BEP Workshop in April. Report progress to Director quarterly.

Status:  Based on BEP System 7 an ad hoc Word document was developed in FY2010 summarizing Operator Selection System points. Correspondingly, BEP began forwarding this Word document to BEP licensees on a quarterly basis. In addition to sending the point summaries, operators also receive a report summarizing operator standing compared to all operators on a biannual basis. During FY2011, these reports will be incorporated into the standard BEP System 7 report repertoire. 

Responsibility: Constance Zanger and James Hull

Objective 5

1.5           Complete four case reviews in 2011 and report progress to Director at the end of May, August, and November.

Status:  The plan is to review cases in Detroit, Kalamazoo, Lansing, and Gaylord/Escanaba in 2011.     

Responsibility:  Bob Robertson

Objective 6

1.6    Continue to work with the Futuristic Committee to develop short term and long range strategies on how to address the changing needs/demands for services as the number of blind persons increases. Report progress to agency director twice a year, June and December.

Status:  The Futuristic Team continues to meet and is focusing on topics that will help the agency to be positioned in a way to meet the future demands for services. 

Responsibility: Leamon Jones

Objective 7

1.7    With support from the Office of the State Employer’s (OSE) Safety Office, develop an agency-wide safety program to minimize workplace risks so that all employees can be safer while doing their jobs.

Status: This is an on-going objective. The MCB Safety Team continues to meet monthly addressing issues on safety and makes recommendations for the agency. A safe driver training program for all staff is being established. Regular reports will be shared with all staff.

Responsibility:  Bob Robertson and Beth White

Objective 8

1.8    To make the pay scale of rehabilitation counselors at MCB more equitable with the rehabilitation teachers, other state employees and the private sector as well as other state employees with comparable education and skills.

Status: This issue remains “on hold” while the state deals with the current budget situation. Nothing new has happened since the meeting with OHR and Civil Service in early 2009. The recent RSA report makes mention of the pay disparity between counselors and teachers so that information will be used to support MCB’s position when the time is right to pursue this matter further. 

Responsibility: Lisa Kisiel, Beth White, Leamon Jones, Pat Cannon, and Bob Robertson 

Objective 9

1.9    Assess the effectiveness and satisfaction of MCB’s efforts to engage consumers and to promote consumer involvement in the Commission’s Vision 2020 initiative, the Planning and Quality (PAQ) Team, the Consumer Involvement Council (CIC), the Service Delivery Design Team, the Technology Team, and other opportunities.

Status: MCB continues to audiostream the Commission Board meetings and has expanded its outreach efforts to include the availability to listen to Commission meetings over the telephone and will again offer the opportunity for phone listeners to participate in public comment. Consumer organization reports are to be one of the agenda items at the March 17-18, 2011 Commission meeting. 

Responsibility: Pat Cannon, Leamon Jones, Casey Dutmer, Geer Wilcox

Objective 10 

1.10     In order to meet the unique reading needs of SBPH patrons in the digital age, the Library of Michigan Foundation purchased the equipment, software, and services related to converting the SBPH recording studio from analog to digital. Software is currently being installed and configured. On-site installation and training will be scheduled when the hard drives have been configured. Digital recording procedures will be established within 6 weeks of training. Processes for current narrators who record from home will be established and recruitment of volunteer narrators and monitors for the in-studio program will follow. 

Status:  Develop procedure manual for digital recording studio. Recruit and train volunteer narrators. Target for completion is December 2011. 

Responsibility:  Sue Chinault and Terence Rose

Objective 11

1.11     MCB will update the current Client Tracking System to include a tracking mechanism which will identify, track, and measure the progress and outcomes for Transition students.

Status:  This objective is on-going.

Responsibility:  Leamon Jones

Objective 12 

1.12     Develop and implement a program to place MCB clients who are completing their rehabilitation program and are “job ready” in paid internships with state government. With support from the Civil Service Commission and the Office of the State Employer,  work with DELEG’s Office of Human Resources, to place eligible clients in Student Assistant positions with their wages being paid for with ARRA funds. 

Upon approval from CSC and OSE, distribute guidelines to MCB staff, departments, and HR offices throughout state government by September 2009. Leamon Jones with assistance from VR staff and Bob Robertson, will try to create new positions, screen resumes, and match clients to jobs. This will commence in October 2009. After implementation in state government, the program will be promoted to local government units and the private sector by July 2010.

Status:  Currently there are 29 consumers gaining valuable work experience as student assistants or in an OJT or OJE situation. We also have 3 potential student assistants waiting for assignments at DHS. 

Responsibility:  Leamon Jones, Pat Cannon, and Bob Robertson

Objective 13

1.13     It has been 10 years since MCB began its Vision 2020 journey. Since then a number of new employees, commissioners, and community partners have joined in who were not part of the initial 2020 process. The objective is to re-introduce the Vision 2020 principles to everyone with special emphasis on those persons not around when the agency’s Vision 2020 venture began.

Work with DELEG to secure a facilitator to continue the work of the BEP/EOC Ad HOC Committee and facilitate the MCB Planning and Quality (PAQ) Team through September, 2011.  The facilitator will help plan and conduct six meetings of the Ad Hoc Committee and four PAQ Team Meetings, beginning in January, 2011.  Progress reports on the efforts of these two committees will be provided to commissioners quarterly.

Status: Two facilitators, Holly Grandy-Miller and Jennifer Tebedo, have been identified to work with the BEP/EOC Ad Hoc committee and they have facilitated meetings in January and February. They will continue to provide those services into the summer months. 

Responsibility:  Pat Cannon, Bob Robertson, Sherri Heibeck, and others

Objective 14

1.14     Plan and conduct up to three in-service workshops for commissioners on subjects chosen by commissioners, such as the Randolph-Sheppard Act, the range of transition services provided to consumers and/or agency interactions and collaborations with senior organizations and agencies, Veterans organizations, etc. Presentations would be conducted by MCB staff and, in some instances, as appropriate, external partners may be utilized as warranted.  The workshops could be scheduled adjacent to commission meetings in March, June, September or December to help minimize costs

Status:  Suggestions for in-service training topics will be discussed at the March 17 Commission meeting. 

Responsibility: Pat Cannon, Sue Luzenski, and Jo Ann Pilarski

Objective 15

1.15     Conduct study on MCB college services to consumers, gathering statistics which could be helpful to improving overall post-secondary services and improving student outcomes. Information to be obtained may include such things as how many students are supported each year, how many drop out each year because of not being able to secure accommodations from the institution, and how many graduate with a Bachelor’s Degree or graduate degree each year.

Status:  Currently, data is available on the number of students supported by MCB and the system is in process of initiating a method to collect the number of bachelor level and master level graduates each year. At this time there is no mechanism in the system to determine the reasons for a student dropping out of college. 

Responsibility:  Leamon Jones, Bob Robertson, Elsie Duell

Objective 16

1.16     Develop a survey instrument to measure customer satisfaction with Braille and Talking Book Library services to be conducted biennially. Target for completion is September 2011. 

Status: Work will begin soon to develop the survey.

Responsibility: Sue Chinault and BTBL Reader Advisors

Objective 17

1.17     The Rehabilitation Services Administration (RSA) conducted its monitoring review of the Commission in 2009 and submitted its final report to MCB November 5, 2010.  The final RSA report included eight findings which require corrective actions by the agency and MCB staff will be working with RSA’s designated liaison on a regular basis to provide technical assistance in the development of these actions and monitor progress.  The agency director will provide monthly updates to commissioners on interactions with RSA and resulting compliance, beginning January 29, 2011 and post final corrective action plans on the website.  

Status:  The corrective action plan was advanced to RSA on January 14, 2011 as a draft response to RSA’s request. Staff has been meeting with MCB’s liaison with RSA to finalize the draft and when RSA approves the draft a final corrective action plan will be posted on the website. RSA approval is expected to be received in March or April. 

Responsibility:  Pat Cannon, Leamon Jones, Susan Turney

Objective 18

1.18     Continue the work of the agency’s committee to review and improve staff training, particularly training of new agency staff.  The committee also includes representation from the MCB Consumer Involvement Council (CIC), the Michigan Council of the Blind and Visually Impaired (MCBVI) and the National Federation of the Blind (NFB) of Michigan.  The committee’s works includes a focus on enhancing the understanding of blindness and issues facing blind persons, which is intended to assist staff in serving clients most effectively.  The progress on the committee’s recommendations will be reported to Commissioners quarterly, with its final report to Commissioners in December, 2011.  

Status:  MCB has started implementation of several recommendations from the group including the addition of a low vision component at the MCB Training Center for new staff and the establishment of telephone conferences for new staff with leaders of MCBVI and NFB as part of the orientation process. Further, the group will be developing a survey of new staff to gather feedback on the orientation process and how it may be improved.

Responsibility:  Bob Robertson and the ad hoc committee

Objective 19

1.19     Improve customer experience when calling the Braille and Talking Book Library. In response to customer complaints, voice mail is not an acceptable option when calling during business hours. Consider changes in the phone system and in staff assignments so that staff are available to take calls as they come in. 

Status: Steps are being taken to address this need and a report will be given to the Director by April 2011.

Responsibility: Sue Chinault and Reader Advisors

Objective 20

1.20  Develop a comprehensive board orientation packet and program that insures that a new board member understands their role clearly.

§        Solicit information from the board, consumers, staff, and administrators as to what elements should be included in a comprehensive board orientation packet-program by March, 2011.

§        Propose a comprehensive board orientation packet-program to the board for approval by the June 2011 meeting. 

§        Implement the board orientation packet-program when ever a new board member is appointed to the board prior to their first board meeting.

§        Work with DELEG and DTMB to ensure that each new board member receives a state e-mail address for board correspondence only within 10 days of a commissioner being sworn in.

Status:  The index for the Board orientation packet was sent to the three current Commissioners for their review, comment, and suggestions they may have for additional steps that may be included in the Commissioner orientation process.

Responsibility:  Pat Cannon, Susan Turney, Sue Luzenski

GOAL 2 – PROVIDE PREMIER TECHNOLOGY, TRAINING, AND EQUIPMENT FOR MCB CLIENTS AND STAFF.    

Objective 1

2.1    In December 2010 extensive renovations of the Training Center began. The renovations include a new geo-thermal HVAC system, energy efficient replacement of all light fixtures, installation of an emergency generator, revamping of training and office space, and a state-of-the-art Technology Center. While the renovations are being completed, MCBTC operations have been moved to a working motel. Renovations should be completed by December 2011. 

Status: Abatement of all asbestos was completed as of December 31, 2010. All demolition work needed for the renovations will be completed by January 2011. The renovation is currently on target with project deadlines. 

Responsibility:  Constance Zanger and Sherri Heibeck 

Objective 2

2.2    Partner with other agencies or groups to do technology training and encourage the community partners to do grant writing and help financially with training. Update Director by June, 2011. 

Status: This is an ongoing objective and continues to grow. 

Responsibility:  Gwen McNeal and Leamon Jones

Objective 3

2.3           The SBPH deployment of NLS digital books and machines began in late September of 2009. Patrons on a waiting list will be introduced to a digital machine and a growing collection of digital books at the rate of 380 machines per month. SBPH will continue to ship to patrons throughout the state (except for Wayne County) until the waiting list is depleted. At that time, the sub-regional library will be issued an allotment for new patrons in their service area. Staff at each site will then contact patrons who are not on the list to determine their interest and encourage involvement. Quarterly progress reports will be made to the Director.

Status:  Continue deploying digital equipment to all registered patrons of BTBL. Target date for 100% deployment is December 2011.

Responsibility:  Kim Szczepaniak and SBPH reader advisors.

Objective 4

2.4           Move the SBPH library circulation and catalog software from a DIT hosted server to a server that will be hosted and managed by ASRD, the company that created the CUL software. This objective will allow ASRD the access needed to effectively maintain, troubleshoot, and upgrade the software. It will also make future collaboration with other CUL members possible. This objective will be completed by July 2010.

Status:  PRF was approved by DTMB in December 2010. Expect to be assigned to a buyer in January 2011. 

Responsibility:  Sue Chinault and Constance Zanger

Objective 5

2.5           Use social networking systems (Twitter, Facebook, etc.) to communicate service practices and train patrons in use of service related technologies for BTBL.

Status:  Ongoing updates are posted to Twitter. 

Responsibility:  Scott Norris

GOAL 3 – THROUGH COLLABORATION, PARTNERSHIPS, AND COMMUNICATION MAKE MICHIGAN A “COOL” AND INCLUSIVE PLACE FOR BLIND PEOPLE TO LIVE, LEARN, WORK, RAISE A FAMILY, AND ENJOY LIFE.  

Objective 1

3.1           Complete the following publications during 2011 with these deadlines and report progress to the Director quarterly:

a.    DeafBlind brochure – post online and distribute by March 2011

b.    In Focus BTBL newsletter for library patrons (3 editions) – for each edition, post online and distribute within 30 days after final text is received from BTBL

c.     Vocational Rehabilitation brochure – post online and distribute by April 2011

d.    MCB Training Center brochure – post online and distribute by September 2011 

Status: The DeafBlind brochure is in final layout to be printed in March (on hold awaiting possible reorganization of department). The Winter edition of In Focus is ready to be printed. The VR brochure is in final draft, ready for photo selection and layout. The initial draft of the Training Center brochure has been completed.   

Responsibility:  Susan Turney

Objective 2

3.2    Produce a 2011 MCB Annual Report, including information on how the agency plans to address the changing needs of blind consumers in Michigan. Provide the report in printed and online format. Timeline: receive all text and statistics for preliminary draft by November 2011, review draft during December 2011 EMT meeting, and post completed publication online and distribute by January 2012. Report progress to Director. 

Status: Currently in process of selecting a new format for the 2011 Report. 

Responsibility: Susan Turney

Objective 3

3.3    Continue to collaborate with professional organizations of eye doctors through special events and distribution of MCB materials, articles in professional organizations’ member publications, and information on the MCB website. Report progress to Director quarterly. 

Status: MCB continues to distribute materials to eye care professionals upon request at least once a week. All Michigan licensed optometrists and all members of the Michigan Society of Eye Physicians and Surgeons (ophthalmologists) will receive a copy of the MCB 2010 Annual Report in February 2011. Pat Cannon’s “We Restore Hope” is in the MOA and MiSEPS 2010-2011 winter edition magazines. Pat Cannon will make his annual presentation at the Michigan College of Optometry to senior optometry students on March 4, 2011. Plans are under way for a possible proclamation in collaboration with MiSEPS in April. 

Responsibility: Susan Turney

Objective 4

3.4    MCB will continue to work with the DELEG Office of Human Resources and the Department of Civil Service to expand recruitment efforts as necessary. The agency will also keep identifying and developing training programs for all staff to increase their skills and to prepare them for future leadership opportunities.

Status:  Staff are regularly notified of training opportunities to encourage their professional development. Regular contacts are made with OHR and Civil Service to make sure that training and recruitment efforts are maximized. 

Responsibility:    Bob Robertson, Beth White, and Leamon Jones

Objective 5

3.5           Create a new Braille and Talking Book Library (BTBL) brochure and application to be distributed by September 2011.

Status:  Initial drafts of both publications are being prepared. 

Responsibility:  Sue Chinault and Susan Turney

Objective 6

3.6           Explore new and effective ways to utilize social media to promote activities and information related to MCB.

Status:  Christine Movalson is attending regular meetings of the DELEG social media group to learn more about the options available to MCB.

Responsibility:  Susan Turney and Christine Movalson

Objective 7

3.7           Market the new location of the MCB Kalamazoo Regional Office.

Status:  The new address and updated phone numbers are on the MCB website, listed under the location and each staff person’s name. Additional marketing will be done based upon the needs of consumers and community partners to ensure they are able to find the local MCB office.

Responsibility:  Susan Turney and Lisa Kisiel

GOAL 4 - THROUGH COLLABORATION AND PARTNERSHIPS EXPAND FUNDING AND RESOURCES TO MCB TO INCREASE SERVICES TO CONSUMERS. 

Objective 1

4.1    Explore further collaboration with the Office of Aging and area agencies on aging to help leverage human and fiscal resources to more effectively serve older individuals with sight loss. Progress on this long range initiative will continue to be reported on quarterly to the Commissioners. 

Status: MCB is making progress with this objective. Initiatives are being developed in southeast Michigan. 

Responsibility: Leamon Jones and Gwen McNeal

Objective 2

4.2    The team will create a system to streamline the purchasing process and to define, develop, and implement financial responsibility procedures and to explore ideas to determine efficiencies in client service procurement. 

Status: This objective is still in progress. 

Responsibility: Elsie Duell and other members of the FROG

Objective 3

4.3    MCB has initially implemented “batch processing” of all client service payments within the current client tracking system. This process is designed to eliminate duplication of effort by support staff and expedite payments to clients and vendors.

Status: The pilot project in Lansing was completed and the system has now being implemented in Lansing and Flint only.  The plan is to roll it out to the remaining offices during fiscal year 2011.  

Responsibility: Elsie Duell 

Objective 4

4.4           Study potential changes in the Michigan sub-regional model for improvements in service and efficiency. Report quarterly with target date of March, 2011.

Status:  Discussions among sub-regional and regional library staff are on-going. 

Responsibility:  Sue Chinault, sub-regional librarians, and directors of sponsoring organizations

Objective 5

4.5           The Business Enterprise Program (BEP) will work to establish ten additional vending sites outside of those already assigned to vendors in an effort to increase unassigned vending income.

Status:  This will be an on-going project of the BEP.

Responsibility:  James Hull