Case Studies of Emerging State VR Agency Practices for Managing Outreach, Service Access, and Case Flow to Serve Individuals with the Most Significant Disabilities on a Priority Basis

March 30, 2012

Between January 2010 and Spring 2012, the Institute for Community Inclusion (MA ICI UCEDD/LEND) as part of the VR-RRTC conducted a case study project focused on identifying strategies that VR agencies have used to manage outreach, service access, and case flow to ensure that individuals with MSD are served on a priority basis. The project team used an extensive nomination process and a Delphi panel review to select the practices, and conducted both interviews and document reviews to gather information. Seven VR agencies were identified as having promising management strategies. Strategies include tools to manage priority categories, fiscal and human resources, performance, waitlists, and stakeholder communication. Findings have been presented at two national conferences and via two webinars. Summaries of the practices are available here: http://www.vr-rrtc.org/?q=node/8