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pdf2004 Department of Veterans Affairs
Vocational Rehabilitation & Employment
Satisfaction Survey
Final Report
Prepared for the
Surveys and Research Staff
Office of Performance Analysis and Integrity
Veterans Benefits Administration
U. S. Department of Veterans Affairs
Schulman, Ronca, & Bucuvalas, Inc.
145 E. 32nd Street, 5th Floor
New York, New York 10016
212-779-7700
and
8403 Colesville Road, Suite 820
Silver Spring, Maryland 20910
301-608-3883
February 25, 2005
2004 Vocational Rehabilitation & Employment Satisfaction Survey
TABLE OF CONTENTS
OVERVIEW..................................................................................................................... 1
Background .......................................................................................................... 1
Questionnaire Content and Structure ................................................................... 1
Sampling............................................................................................................... 2
Appendix A: Detailed Tables of Findings, Evaluation and Planning Phase
Appendix B: Detailed Tables of Findings, Rehabilitation Phase
Appendix C: Detailed Tables of Findings, Job Ready Phase
Appendix D: Evaluation and Planning Phase Questionnaires
Appendix E: Rehabilitation Phase Questionnaires
Appendix F: Job Ready Phase Questionnaires
Appendix G: Methodology
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2004 Vocational Rehabilitation & Employment Satisfaction Survey
OVERVIEW
Background
For the last several years, the Surveys and Research Staff, Veterans Benefits
Administration (VBA), U.S. Department of Veterans Affairs (VA) has undertaken a longrange project to develop customer satisfaction survey instruments and methodologies to
provide customer feedback on the processes associated with the various benefit programs
VBA administers. This study focuses on the Vocational Rehabilitation and Employment
(VR&E) program. VR&E provides vocational counseling and education services to serviceconnected disabled veterans who have recently separated from active duty as well as
special rehabilitation services to dependents of veterans who meet certain program
eligibility requirements.
The full range of VR&E services can take several years to complete. The long time span
makes it difficult for a veteran at the end of the program to remember what took place
within the initial phases of the program. For this reason, the VR&E program is divided into
the following three phases for the purposes of this study:
x Evaluation and Planning;
x Rehabilitation; and
x Job Ready.
The three questionnaires are structured, for the most part, to ask respondents about their
experience with only the phase they have just completed.
This report presents the results of the fifth administration of the Survey of Veterans
Satisfaction with the Vocational Rehabilitation and Employment Program.
The
questionnaires used for this study changed only slightly from those used in previous
administrations.
Questionnaire Content and Structure
The initial questionnaire content and structure were based on the results of focus groups
with veterans conducted by VBA's Surveys and Research Staff. They are also based on
information learned on earlier customer satisfaction projects. Cognitive interviews were
conducted with a small number of veterans who were receiving VR&E benefits to obtain
their comments on the draft questionnaires and cover letters. The questionnaires and
cover letters were revised as a result of these interviews. The questionnaire used in each
subsequent study was an outgrowth of this initial work.
The current questionnaires were divided into distinct sections tracing the participants’
experience with the VR&E process. These sections included in each questionnaire are
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2004 Vocational Rehabilitation & Employment Satisfaction Survey
shown below.
Evaluation and Planning:
x Applying for VR&E Benefits;
x Evaluation and Testing;
x Developing a Plan;
x Access to the VR&E Program;
x Current Status in the VR&E Program; and
x Overall Impressions.
Rehabilitation:
x Background Information About Your Vocational Rehabilitation and
Employment Program;
x Knowledge and Use of Vocational Rehabilitation Services;
x Relationship with Your Counselor;
x Contact with Your Counselor;
x Employment Services
x Access to the VR&E Program:
x Current Status in the VR&E Program; and
x Overall Impressions.
Job Ready:
x Background Information About Your Vocational Rehabilitation
Program;
x Knowledge and Use of Employment Services;
x Contact with Your Counselor;
x Current Employment Status;
x Access to the VR&E Program:
x Current Status in the VR&E Program; and
x Overall Impressions.
The questionnaires were prepared in a machine-readable format. Each questionnaire was
also prepared in Spanish for use in Puerto Rico, however, the Spanish versions of the
questionnaire were not machine readable. Copies of the questionnaires used in the 2004
survey appear in Appendices D, E, and F.
Sampling
The study design called for 1,000 completed questionnaires for each phase. Since the
response rate was estimated to be 50 percent, a minimum of 2,000 cases were included in
the mail-out for each phase. The sample for this study was drawn separately for each
phase.
For the Evaluation and Planning phase, the sample consisted of 2,000 persons who were in
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2004 Vocational Rehabilitation & Employment Satisfaction Survey
the application, evaluation or planning phases of the VR&E program, or who had just
entered the rehabilitation phase within the previous four months. This included those who
had interrupted or discontinued the program at any time between the period the sample
was drawn and the data collection was completed. The sample was drawn to be
proportionate to the number of cases within each Regional Office (RO), but was not
designed to yield data for any one RO specifically. Of the original 2,000 cases, 135 had an
inaccurate mail address or were otherwise ineligible. A total of 1,003 completed
questionnaires were received from the 1,865 eligible cases for a response rate of 53.8
percent.
The sample for the Rehabilitation phase consisted of 2,000 individuals who were in the
rehabilitation phase for longer than four months or who had just completed the rehabilitation
phase in the previous four months. As in the sample for the evaluation and planning phase,
this included those who had interrupted or discontinued the program at any time between
the period the sample was drawn and the data collection was completed. The sample was
drawn to be proportionate to the number of cases within each Regional Office (RO), but
was not designed to yield data for any one RO specifically. Of the original 2,000 cases, 94
had an inaccurate mail address or were otherwise ineligible. A total of 1,147 completed
questionnaires were received from the 1,906 eligible cases for a response rate of 60.2
percent.
The sample for the Job Ready phase consisted of 2,000 individuals who were in this phase
or who were deemed rehabilitated within the previous four months. As in the other two
samples drawn for this study, this included those who had interrupted or discontinued the
program at any time between the period the sample was drawn and the data collection was
completed. Again, the sample was drawn to be proportionate to the number of cases within
each Regional Office (RO), but was not designed to yield data for any one RO specifically.
Of the original 2,000 cases, 125 had an inaccurate mail address or were otherwise
ineligible. A total of 1,107 completed questionnaires were received from the 1,875 eligible
cases for a response rate of 59.0 percent.
The final disposition of each sample is shown in Appendix G, Table G-2.
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
APPENDIX A
EVALUATION AND PLANNING PHASE
DETAILED TABLES OF FINDINGS
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
Table of Contents
Table
Title
#
Applying for benefits
A-1
How did you FIRST learn about VA's Vocational Rehabilitation and
Employment (VR&E) program?
Looking back, how much of what you NEEDED TO KNOW did you get
A-2
from this source?
A-3
How accurate was the information you received?
A-4
What is the MOST IMPORTANT reason you applied for the VR&E program?
A-5
Did you fill out the VR&E (Chapter 31) application form yourself?
A-6
What, if anything, did you find to be difficult about the application form?
When you submitted your application, how completely did you understand
A-7
the eligibility requirements for the program?
When you submitted your application, how completely did VA explain the
A-8
steps necessary to qualify for the VR&E program?
A-9
How completely did VA keep you informed of the status of your application?
A-10 How well was the VR&E staff able to obtain information about your military
service, medical records, or disability rating from other parts of VA or the
military?
A-11 After you applied, did you attend a group orientation meeting with
Vocational Rehabilitation and Employment staff?
A-12 Did VA send a letter or call you to set up an individual appointment with a
counselor?
A-13 How long did it take from the time you applied to the time you were notified
about this individual appointment?
A-14 How REASONABLE was the length of time it took VA to notify you about
this individual appointment?
Evaluation and Testing
A-15 Have you had your first individual meeting with a counselor to evaluate
whether you are entitled to VR&E services?
A-16 How long did it take from the time VA notified you about the appointment
until you had your initial meeting?
A-17 How REASONABLE was the length of time it took to have this initial
meeting once VA notified you about the appointment?
A-18 Who was your primary counselor during the initial evaluation?
A-19 In general, how convenient was the LOCATION of this evaluation?
A-20 In general, how convenient was the TIME scheduled for this evaluation?
A-21 Did you take any tests as part of your evaluation?
A-22 Did the counselor explain the purpose of these tests?
A-23 Did the tests seem appropriate to you for your evaluation?
Page
#
A-6
A-6
A-7
A-7
A-7
A-8
A-8
A-9
A-9
A-10
A-10
A-10
A-11
A-11
A-12
A-12
A-13
A-13
A-13
A-14
A-14
A-14
A-15
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
Table
Title
#
A-24 Did the counselor explain the test results in a way you could understand?
A-25 How completely did the results of the initial evaluation match your particular
skills and abilities?
A-26 During the evaluation, how confident or sure were you that your counselor
gave you good information and advice?
A-27 During the evaluation, how well did you feel your counselor understood your
feelings and concerns?
Overall,
did the EVALUATION process reflect the courtesy, compassion,
A-28
and respect you would expect as a veteran of the United States?
A-29 Aside from scheduled visits, what is the PRIMARY method you used to
contact your evaluation counselor?
A-30 How responsive was the counselor to your contact through this method?
A-31 Were you generally able to get the information you needed on the first call or
contact?
A-32 Did you have to repeat the same information to more than one person
during the evaluation process?
A-33 Were you able to access voice mail in order to leave your counselor a
message?
A-34 After the initial evaluation, did VA notify you that you were entitled to VR&E
services?
A-35 Did VA explain why you were NOT entitled to VR&E services?
A-36 When you were found NOT ENTITLED, which (if any) of the following
resources or programs did VA inform you of?
A-37 Once you had your initial meeting with a counselor, how long did it take for
VA to determine whether you were entitled to VR&E services?
A-38 How REASONABLE was the length of time it took VA to determine whether
you were entitled to VR&E services, once you had your initial meeting with
your counselor?
A-39 Overall, how satisfied are you with the way the vocational rehabilitation
EVALUATION process was handled?
A-40 Who was/is your primary counselor during the planning phase of your
program?
A-41 Is this the same counselor who conducted your initial evaluation?
A-42 Have you and your counselor developed a plan of services for your
rehabilitation?
A-43 You actively participated in developing the plan.
A-44 The plan reflects individualized services which meet your specific needs.
A-45 Your counselor spent adequate time and resources in developing the plan.
A-46 The plan reflects your intentions and expectations for rehabilitation.
A-47 The plan is appropriate to achieve your vocational goals.
A-48 The plan was designed to minimize aggravation of your disability.
A-49 The plan adequately reflects your interests, aptitudes, and abilities.
Page
#
A-15
A-15
A-16
A-16
A-16
A-17
A-17
A-18
A-18
A-18
A-19
A-19
A-19
A-20
A-20
A-21
A-21
A-21
A-22
A-22
A-22
A-23
A-23
A-24
A-24
A-25
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
Table
Title
#
A-50 The plan reflects current conditions and characteristics of the job market.
A-51 The plan was designed with potential employment/employers in mind.
A-52 In general, how convenient was the LOCATION where this PLAN was
developed or is being developed?
A-53 In general, how convenient was the TIME scheduled for developing this
PLAN?
A-54 Aside from scheduled visits, what is the PRIMARY method you used to
contact your planning counselor?
A-55 How responsive was the counselor to your contact through this method?
A-56 Were you generally able to get the information you needed on the first call o
contact?
A-57 Did you have to repeat the same information to more than one person
during the planning process?
A-58 Were you able to access voice mail in order to leave your counselor a
message?
A-59 Overall, did the PLANNING process reflect the courtesy, compassion, and
respect you would expect as a veteran of the United States?
A-60 Overall, how satisfied are you with the way your vocational rehabilitation
PLAN of services was developed or is being developed?
Access to the VR&E Program
A-61 Looking back to your contacts with the VR&E program thus far, which
methods of contact did you EVER use?
A-62 In general, how easy was it for you to obtain information from the VR&E
program?
A-63 Which method of contact with the VR&E program would you prefer, if you
could get the same degree of service?
A-64 How would you best describe your CURRENT status with regard to the VA
VR&E program?
A-65 Did VA tell you the reasons why you were interrupted or withdrawn from the
program?
A-66 Why did you interrupt or withdraw from the VR&E program?
A-67 Do you plan to complete your rehabilitation program now or at some later
date?
Overall impressions
A-68 Thus far, how well has the program met your expectations?
A-69 During the Evaluation and Planning phase, do you feel that there was
sufficient focus on your future employment?
A-70 Have your EDUCATIONAL goals been raised, lowered, or unaffected as a
result of your interaction with the VR&E program?
A-71 Are your educational goals more realistic as a result of the program?
Page
#
A-25
A-26
A-26
A-27
A-27
A-28
A-28
A-28
A-29
A-29
A-29
A-30
A-30
A-31
A-31
A-32
A-32
A-33
A-33
A-33
A-34
A-34
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
Table
Title
#
A-72 Have your CAREER goals been raised, lowered, or unaffected as a
result of your interaction with the VR&E program?
A-73 Are your career goals more realistic as a result of the program?
A-74 Would you recommend this program to other disabled veterans?
Page
#
A-34
A-35
A-35
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-1
How did you FIRST learn about VA's Vocational Rehabilitation
and Employment (VR&E) program?
Base: All participants.
Unweighted N
Pre-discharge briefing (TAP/DTAP)
Pre-discharge physical
VA pamphlet/brochure
VA medical facility
Other VA facility/outbased program
Letter from VA awarding service connected disability
Veteran Service Organization (for example, the DAV or American
Legion)
State Veterans Affairs Offices
Department of Labor
State or local vocational or employment offices
College or University
Friends or Family
Other veterans
Internet
TOTAL
* Less than 0.5%.
Sum may not add to 100% due to rounding.
2001
%
2002
%
2004
%
2,844
2,749
978
32
1
6
7
2
18
7
28
1
6
6
2
21
7
25
1
6
8
3
19
8
5
1
2
1
4
12
1
100
6
1
2
1
4
14
1
100
4
*
2
2
4
16
2
100
TABLE A-2
Looking back, how much of what you NEEDED TO KNOW did
you get from this source?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,891
2,806
996
All
Most
Some
Little
None
TOTAL
Sum may not add to 100% due to rounding.
13
37
36
12
1
100
13
35
37
13
2
100
13
38
38
11
1
100
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-3
How accurate was the information you received?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,883
2,797
994
Very accurate
Somewhat accurate
Neither accurate nor inaccurate
Somewhat inaccurate
Very inaccurate
TOTAL
Sum may not add to 100% due to rounding.
42
43
9
4
2
100
40
44
9
5
2
100
43
44
9
4
1
100
TABLE A-4
What is the MOST IMPORTANT reason you applied for the
VR&E program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,807
2,736
968
To get a job
To get a better job
To further my education
To get training for a new job
To get a job that accommodated my disability
To improve my job-seeking skills
Career counseling
TOTAL
Sum may not add to 100% due to rounding.
7
10
22
16
40
3
2
100
7
9
21
16
42
3
2
100
7
10
20
15
43
3
3
100
TABLE A-5
Did you fill out the VR&E (Chapter 31) application form
yourself?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,846
2,771
985
No, someone else filled it out for me
Yes, but someone helped me
Yes, filled it out myself
TOTAL
Sum may not add to 100% due to rounding.
15
27
58
100
15
24
61
100
12
27
61
100
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-6
What, if anything, did you find to be difficult about the
application form?
Base: Those who filled out the application form themselves.
2001
%
2002
%
2004
%
2,348
2,328
835
1
6
14
11
20
5
57
1
7
15
11
21
7
55
1
6
14
9
18
6
62
Unweighted N
Print was hard to read
It was too long
Some questions were not clear
Some instructions were confusing
Asked for information VA should have already had
Asked for information that was difficult to supply
Nothing especially difficult
Multiple mention.
TABLE A-7
When you submitted your application, how completely did you
understand the eligibility requirements for the program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,862
2,789
995
Completely
Mostly
Somewhat
Only a little
Not at all
TOTAL
Sum may not add to 100% due to rounding.
24
40
24
9
2
100
23
38
26
10
3
100
25
36
27
9
3
100
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-8
When you submitted your application, how completely did VA
explain the steps necessary to qualify for the VR&E program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,880
2,805
992
Completely
Mostly
Somewhat
Only a little
Not at all
TOTAL
Sum may not add to 100% due to rounding.
40
32
17
7
5
100
38
31
18
8
5
100
40
30
18
8
5
100
TABLE A-9
How completely did VA keep you informed of the status of
your application?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,874
2,797
997
Completely
Mostly
Somewhat
Only a little
Not at all
TOTAL
Sum may not add to 100% due to rounding.
34
25
18
12
11
100
34
25
18
13
10
100
35
26
16
13
9
100
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-10
How well was the VR&E staff able to obtain information about
your military service, medical records, or disability rating from
other parts of VA or the military?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,877
2,783
980
Much better than expected
Better than expected
Just as expected
Worse than expected
Much worse than expected
Don't know
TOTAL
Sum may not add to 100% due to rounding.
15
24
33
6
3
19
100
15
22
34
5
3
21
100
16
23
34
6
2
19
100
TABLE A-11
After you applied, did you attend a group orientation meeting
with Vocational Rehabilitation and Employment staff?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,874
2,773
997
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
47
53
100
50
50
100
58
43
100
TABLE A-12
Did VA send a letter or call you to set up an individual
appointment with a counselor?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,867
2,781
983
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
91
6
2
100
90
8
2
100
89
10
1
100
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-13
How long did it take from the time you applied to the time you
were notified about this individual appointment?
Base: Those who notified about an individual appointment.
2001
%
2002
%
2004
%
Unweighted N
2,591
2,454
863
Less than 2 weeks
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks
11 weeks
12 weeks
13 weeks or more
Don't recall
TOTAL
* Less than 0.5%.
Sum may not add to 100% due to rounding.
12
10
10
12
4
6
1
6
1
2
*
2
8
25
100
10
10
11
15
3
7
1
6
1
2
1
2
10
22
100
13
11
13
13
3
6
1
6
1
2
*
3
7
21
100
TABLE A-14
How REASONABLE was the length of time it took VA to notify
you about this individual appointment?
Base: Those who notified about an individual appointment.
2001
%
2002
%
2004
%
Unweighted N
2,592
2,463
865
Very reasonable
Somewhat reasonable
Neither reasonable nor unreasonable
Somewhat unreasonable
Very unreasonable
TOTAL
Sum may not add to 100% due to rounding.
37
32
16
10
5
100
38
32
14
10
6
100
42
32
12
8
5
100
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-15
Have you had your first individual meeting with a counselor to
evaluate whether you are entitled to VR&E services?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,871
2,764
978
Yes
No, but one is scheduled
No, not scheduled yet
Don't know
TOTAL
Sum may not add to 100% due to rounding.
93
2
4
2
100
89
4
6
2
100
89
3
7
2
100
TABLE A-16
How long did it take from the time VA notified you about the
appointment until you had your initial meeting?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,651
2,431
864
Less than 1 week
1 week
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks or more
Don't recall
TOTAL
* Less than 0.5%.
Sum may not add to 100% due to rounding.
6
10
26
11
12
2
3
*
4
26
100
6
10
26
12
13
2
4
*
5
21
100
6
12
26
12
11
2
3
1
5
22
100
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-17
How REASONABLE was the length of time it took to have this
initial meeting once VA notified you about the appointment?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,646
2,440
861
Very reasonable
Somewhat reasonable
Neither reasonable nor unreasonable
Somewhat unreasonable
Very unreasonable
TOTAL
Sum may not add to 100% due to rounding.
43
33
15
6
3
100
45
32
13
6
3
100
46
35
11
5
3
100
TABLE A-18
Who was your primary counselor during the initial evaluation?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,661
2,445
863
A VA staff counselor
A counselor under contract with VA
Don't know
TOTAL
Sum may not add to 100% due to rounding.
54
35
11
100
61
27
12
100
65
24
10
100
TABLE A-19
In general, how convenient was the LOCATION of this
evaluation?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,666
2,452
867
Very convenient
Somewhat convenient
Neither convenient nor inconvenient
Somewhat inconvenient
Very inconvenient
TOTAL
Sum may not add to 100% due to rounding.
38
31
10
14
7
100
38
31
10
14
7
100
40
31
11
13
5
100
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2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-20
In general, how convenient was the TIME scheduled for this
evaluation?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,662
2,446
869
Very convenient
Somewhat convenient
Neither convenient nor inconvenient
Somewhat inconvenient
Very inconvenient
TOTAL
Sum may not add to 100% due to rounding.
46
33
12
7
2
100
47
33
11
6
3
100
49
33
12
5
2
100
TABLE A-21
Did you take any tests as part of your evaluation?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,660
2,447
864
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
79
21
100
74
26
100
75
25
100
TABLE A-22
Did the counselor explain the purpose of these tests?
Base: Those who met with a counselor and took an evaluation test.
2001
2002
%
%
2004
%
Unweighted N
2,074
1,779
634
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
94
6
100
94
6
100
94
6
100
Schulman, Ronca & Bucuvalas, Inc. - page A-14
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-23
Did the tests seem appropriate to you for your evaluation?
Base: Those who met with a counselor and took an evaluation test.
2001
2002
%
%
2004
%
Unweighted N
2,070
1,779
635
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
70
19
11
100
71
17
12
100
73
17
10
100
TABLE A-24
Did the counselor explain the test results in a way you could
understand?
Base: Those who met with a counselor and took an evaluation test.
2001
2002
%
%
2004
%
Unweighted N
2,067
1,779
636
Yes
No
No results yet
TOTAL
Sum may not add to 100% due to rounding.
86
11
2
100
86
10
4
100
84
11
6
100
TABLE A-25
How completely did the results of the initial evaluation match
your particular skills and abilities?
Base: Those who had the results of the evaluation test explained by their counselor.
2001
2002
%
%
2004
%
Unweighted N
1,994
1,685
599
Completely
Mostly
Somewhat
Only a little
Not at all
TOTAL
Sum may not add to 100% due to rounding.
20
42
26
7
5
100
19
44
26
5
5
100
22
42
22
9
5
100
Schulman, Ronca & Bucuvalas, Inc. - page A-15
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-26
During the evaluation, how confident or sure were you that
your counselor gave you good information and advice?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,659
2,438
866
Very confident
Somewhat confident
Neither
Somewhat unsure
Very unsure
Don't know
TOTAL
Sum may not add to 100% due to rounding.
41
35
9
7
6
2
100
43
34
8
7
6
2
100
45
31
9
6
6
2
100
TABLE A-27
During the evaluation, how well did you feel your counselor
understood your feelings and concerns?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,663
2,445
863
Completely
Mostly
Somewhat
Only a little
Not at all
TOTAL
Sum may not add to 100% due to rounding.
34
32
19
8
7
100
35
31
18
8
8
100
38
30
17
9
6
100
TABLE A-28
Overall, did the EVALUATION process reflect the courtesy,
compassion, and respect you would expect as a veteran of the
United States?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,653
2,441
863
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
84
16
100
83
17
100
84
16
100
Schulman, Ronca & Bucuvalas, Inc. - page A-16
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-29
Aside from scheduled visits, what is the PRIMARY method you
use to contact your evaluation counselor?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,629
2,395
850
Phone, 1-800 number
Phone, long-distance number
Phone, local number
Fax
E-mail (computer)
Letter
Unannounced visit
Did not need additional communication
TOTAL
* Less than 0.5%.
Sum may not add to 100% due to rounding.
18
20
45
*
4
3
3
7
100
15
18
45
*
6
3
3
9
100
15
15
46
*
7
4
4
9
100
TABLE A-30
How responsive was the counselor to your contact through
this method?
Base: Those who needed to contact their counselor.
2001
%
2002
%
2004
%
Unweighted N
2,451
2,176
761
Very responsive
Somewhat responsive
Neither responsive nor unresponsive
Somewhat unresponsive
Very unresponsive
TOTAL
Sum may not add to 100% due to rounding.
55
29
6
6
3
100
56
28
7
6
4
100
55
30
5
6
4
100
Schulman, Ronca & Bucuvalas, Inc. - page A-17
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-31
Were you generally able to get the information you needed on
the first call or contact?
Base: Those who needed to contact their counselor.
2001
%
2002
%
2004
%
Unweighted N
2,449
2,171
760
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
70
30
100
71
29
100
76
31
100
TABLE A-32
Did you have to repeat the same information to more than one
person during the evaluation process?
Base: Those who needed to contact their counselor.
2001
%
2002
%
2004
%
Unweighted N
2,449
2,167
759
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
33
67
100
32
68
100
31
69
100
TABLE A-33
Were you able to access voice mail in order to leave your
counselor a message?
Base: Those who needed to contact their counselor.
2001
%
2002
%
2004
%
Unweighted N
2,435
2,169
758
Yes, counselor returned call
Yes, counselor did not return call
No, wasn't able to access voice mail
Never tried
TOTAL
Sum may not add to 100% due to rounding.
62
10
6
22
100
60
12
5
23
100
64
13
6
18
100
Schulman, Ronca & Bucuvalas, Inc. - page A-18
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-34
After the initial evaluation, did VA notify you that you were
entitled to VR&E services?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,648
2,434
854
Yes, entitled
No, not entitled
Don't know yet
TOTAL
Sum may not add to 100% due to rounding.
86
7
7
100
82
9
10
100
82
8
10
100
TABLE A-35
Did VA explain why you were NOT entitled to VR&E services?
Base: Those who were not entitled to VR&E services.
2001
%
2002
%
2004
%
Unweighted N
186
211
68
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
75
25
100
72
28
100
84
16
100
TABLE A-36
When you were found NOT ENTITLED, which (if any) of the
following resources or programs did VA inform you of?
Base: Those who were not entitled to VR&E services.
2001
%
2002
%
2004
%
Unweighted N
174
200
65
Other VA educational assistance programs (such as the
Montgomery GI Bill)
State tuition assistance programs
State rehabilitation programs
State employment programs (such as DVOP- Disabled Veterans
Outreach Program)
On-the-job/apprenticeship programs
SBA (Small Business Administration) programs
Scholarships or grants (such as Pell Grant)
Other, please specify
None
-- None.
Multiple mention.
16
16
17
6
7
9
6
10
8
2
6
6
1
2
4
8
68
4
4
4
12
58
-2
6
9
65
Schulman, Ronca & Bucuvalas, Inc. - page A-19
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-37
Once you had your initial meeting with a counselor, how long
did it take for VA to determine whether you were entitled to
VR&E services?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,393
2,189
808
Less than 2 weeks
2 weeks
3 weeks
4 weeks
5 weeks
6 weeks
7 weeks
8 weeks
9 weeks
10 weeks
11 weeks
12 to 16 weeks
17 weeks or more
TOTAL
* Less than 0.5%.
Sum may not add to 100% due to rounding.
32
11
10
17
4
6
1
7
1
1
*
4
5
100
36
12
10
15
3
6
1
6
1
1
*
4
5
100
40
10
9
15
3
5
1
6
1
1
*
4
7
100
TABLE A-38
How REASONABLE was the length of time it took VA to
determine whether you were entitled to VR&E services, once
you had your initial meeting with your counselor?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,456
2,189
842
Very reasonable
Somewhat reasonable
Neither reasonable nor unreasonable
Somewhat unreasonable
Very unreasonable
TOTAL
Sum may not add to 100% due to rounding.
46
30
11
7
5
100
49
28
9
7
7
100
48
26
11
6
9
100
Schulman, Ronca & Bucuvalas, Inc. - page A-20
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-39
Overall, how satisfied are you with the way the vocational
rehabilitation EVALUATION process was handled?
Base: Those who had their first individual meeting with a counselor.
2001
2002
%
%
2004
%
Unweighted N
2,471
2,197
853
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
TOTAL
Sum may not add to 100% due to rounding.
48
27
9
9
8
100
48
27
8
8
9
100
47
24
9
10
10
100
TABLE A-40
Who was/is your primary counselor during the planning phase
of your program?
Base: Those entitled to VR&E services and who had their first individual meeting with a counselor.
2001
2002
2004
%
%
%
Unweighted N
2,244
1,941
680
A VA staff counselor
A counselor under contract with VA
Don't know
TOTAL
Sum may not add to 100% due to rounding.
67
24
9
100
73
18
10
100
71
21
8
100
TABLE A-41
Is this the same counselor who conducted your initial
evaluation?
Base: Those entitled to VR&E services and who had their first individual meeting with a counselor.
2001
2002
2004
%
%
%
Unweighted N
2,235
2,003
678
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
53
47
100
61
39
100
63
37
100
Schulman, Ronca & Bucuvalas, Inc. - page A-21
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-42
Have you and your counselor developed a plan of services for
your rehabilitation?
Base: Those entitled to VR&E services.
2001
%
2002
%
2004
%
Unweighted N
2,238
1,957
687
Yes, includes an educational/training phase
Yes, but went directly into employment services
No, but in the process of developing a plan
No
TOTAL
Sum may not add to 100% due to rounding.
78
3
9
9
100
74
3
13
11
100
69
3
14
13
100
TABLE A-43
You actively participated in developing the plan.
Base: Those with a plan for rehabilitation services.
2001
%
2002
%
2004
%
1,807
1,475
495
57
34
5
2
1
100
57
35
5
2
1
100
Unweighted N
Strongly agree
53
Agree
37
Neither agree nor disagree
7
Disagree
2
Strongly disagree
1
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE A-44
The plan reflects individualized services which meet your
specific needs.
Unweighted N
Base: Those with a plan for rehabilitation services.
2001
%
2002
%
2004
%
1,812
1,476
492
49
37
8
4
2
100
50
38
7
3
2
100
Strongly agree
45
Agree
39
Neither agree nor disagree
10
Disagree
3
Strongly disagree
3
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
Schulman, Ronca & Bucuvalas, Inc. - page A-22
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-45
Your counselor spent adequate time and resources in
developing the plan.
Base: Those with a plan for rehabilitation services.
2001
%
2002
%
2004
%
1,810
1,474
496
47
33
12
4
3
100
49
33
9
6
2
100
Unweighted N
Strongly agree
42
Agree
36
Neither agree nor disagree
13
Disagree
5
Strongly disagree
4
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE A-46
The plan reflects your intentions and expectations for
rehabilitation .
Unweighted N
Base: Those with a plan for rehabilitation services.
2001
%
2002
%
2004
%
1,809
1,477
493
51
36
7
3
3
100
51
35
7
3
4
100
Strongly agree
47
Agree
37
Neither agree nor disagree
9
Disagree
4
Strongly disagree
3
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
Schulman, Ronca & Bucuvalas, Inc. - page A-23
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-47
The plan is appropriate to achieve your vocational goals.
Base: Those with a plan for rehabilitation services.
2001
%
2002
%
2004
%
1,812
1,477
491
51
35
8
4
2
100
50
36
7
3
4
100
Unweighted N
Strongly agree
47
Agree
35
Neither agree nor disagree
9
Disagree
5
Strongly disagree
3
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE A-48
The plan was designed to minimize aggravation of your
disability.
Unweighted N
Base: Those with a plan for rehabilitation services.
2001
%
2002
%
2004
%
1,797
1,457
487
51
34
10
3
3
100
52
35
8
3
2
100
Strongly agree
46
Agree
35
Neither agree nor disagree
13
Disagree
4
Strongly disagree
2
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
Schulman, Ronca & Bucuvalas, Inc. - page A-24
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-49
The plan adequately reflects your interests, aptitudes, and
abilities.
Base: Those with a plan for rehabilitation services.
2001
%
2002
%
2004
%
1,817
1,471
492
52
34
9
3
3
100
49
37
7
4
3
100
Unweighted N
Strongly agree
47
Agree
37
Neither agree nor disagree
9
Disagree
4
Strongly disagree
3
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE A-50
The plan reflects current conditions and characteristics of the
job market.
Unweighted N
Base: Those with a plan for rehabilitation services.
2001
%
2002
%
2004
%
1,788
1,455
483
44
37
14
3
2
100
44
38
12
4
2
100
Strongly agree
41
Agree
38
Neither agree nor disagree
15
Disagree
4
Strongly disagree
2
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
Schulman, Ronca & Bucuvalas, Inc. - page A-25
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-51
The plan was designed with potential employment/employers
in mind.
Base: Those with a plan for rehabilitation services.
2001
%
2002
%
2004
%
1,771
1,443
480
47
36
12
3
2
100
45
37
11
4
2
100
Unweighted N
Strongly agree
41
Agree
37
Neither agree nor disagree
15
Disagree
4
Strongly disagree
3
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE A-52
In general, how convenient was the LOCATION where this
PLAN was developed or is being developed?
Base: Those with or developing a plan for rehabilitation services.
2001
%
2002
%
2004
%
Unweighted N
2,616
1,720
592
Very convenient
Somewhat convenient
Neither convenient nor inconvenient
Somewhat inconvenient
Very inconvenient
TOTAL
Sum may not add to 100% due to rounding.
38
36
11
12
4
100
41
34
11
11
3
100
42
35
9
9
5
100
Schulman, Ronca & Bucuvalas, Inc. - page A-26
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-53
In general, how convenient was the TIME scheduled for
developing this PLAN?
Base: Those with or developing a plan for rehabilitation services.
2001
%
2002
%
2004
%
Unweighted N
2,096
1,715
592
Very convenient
Somewhat convenient
Neither convenient nor inconvenient
Somewhat inconvenient
Very inconvenient
TOTAL
Sum may not add to 100% due to rounding.
41
39
12
5
3
100
45
38
11
5
2
100
45
37
11
5
2
100
TABLE A-54
Aside from scheduled visits, what is the PRIMARY method you
used to contact your planning counselor?
Base: Those with or developing a plan for rehabilitation services.
2001
%
2002
%
2004
%
Unweighted N
1,930
1,665
584
Phone, 1-800 number
Phone, long-distance number
Phone, local number
Fax
E-mail (computer)
Letter
Unannounced visit
Did not need additional communication
TOTAL
* Less than 0.5%.
Sum may not add to 100% due to rounding.
17
21
48
*
5
2
3
4
100
14
19
50
*
8
2
3
5
100
13
17
52
1
8
3
2
5
100
Schulman, Ronca & Bucuvalas, Inc. - page A-27
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-55
How responsive was the counselor to your contact through
this method?
Base: Those who had additional contact with their counselor.
2001
%
2002
%
2004
%
Unweighted N
1,906
1,574
545
Very responsive
Somewhat responsive
Neither responsive nor unresponsive
Somewhat unresponsive
Very unresponsive
TOTAL
Sum may not add to 100% due to rounding.
61
29
4
3
2
100
63
26
5
4
2
100
61
27
6
4
2
100
TABLE A-56
Were you generally able to get the information you needed on
the first call or contact?
Base: Those who had additional contact with their counselor.
2001
%
2002
%
2004
%
Unweighted N
1,902
1,568
543
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
76
24
100
77
23
100
76
24
100
TABLE A-57
Did you have to repeat the same information to more than one
person during the planning process?
Base: Those who had additional contact with their counselor.
2001
%
2002
%
2004
%
Unweighted N
1,903
1,567
541
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
28
72
100
24
76
100
24
76
100
Schulman, Ronca & Bucuvalas, Inc. - page A-28
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-58
Were you able to access voice mail in order to leave your
counselor a message?
Base: Those who had additional contact with their counselor.
2001
%
2002
%
2004
%
Unweighted N
1,897
1,565
541
Yes, counselor returned call
Yes, counselor did not return call
No, wasn't able to access voice mail
Never tried
TOTAL
Sum may not add to 100% due to rounding.
68
9
4
19
100
67
9
4
20
100
70
10
4
16
100
TABLE A-59
Overall, did the PLANNING process reflect the courtesy,
compassion, and respect you would expect as a veteran of the
United States?
Base: Those with or developing a plan for rehabilitation services.
2001
%
2002
%
2004
%
Unweighted N
2,005
1,711
585
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
90
10
100
90
10
100
91
9
100
TABLE A-60
Overall, how satisfied are you with the way your vocational
rehabilitation PLAN of services was developed or is being
developed?
Base: Those with or developing a plan for rehabilitation services.
2001
%
2002
%
2004
%
Unweighted N
2,013
1,714
586
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
TOTAL
Sum may not add to 100% due to rounding.
53
30
6
6
4
100
54
29
7
6
4
100
57
26
6
5
5
100
Schulman, Ronca & Bucuvalas, Inc. - page A-29
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-61
Looking back to your contacts with the VR&E program thus
far, which methods of contact did you EVER use?
Base: All participants.
Unweighted N
In-person visit
Phone, 1-800 number
Phone, long-distance number
Phone, local number
Fax
Internet, e-mail, or website
Letter
Multiple mention.
2001
%
2002
%
2004
%
2,832
2,747
590
75
35
28
47
13
16
26
72
31
24
46
10
21
24
76
31
23
51
12
29
24
TABLE A-62
In general, how easy was it for you to obtain information from
the VR&E program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,839
2,749
966
Very easy
Somewhat easy
Neither easy nor difficult
Somewhat difficult
Very difficult
TOTAL
Sum may not add to 100% due to rounding.
34
38
14
10
4
100
34
35
15
10
6
100
35
36
15
10
5
100
Schulman, Ronca & Bucuvalas, Inc. - page A-30
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-63
Which method of contact with the VR&E program would you
prefer, if you could get the same degree of service?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,697
2,623
924
In-person visit
Phone, 1-800 number
Phone, long-distance number
Phone, local number
Fax
Internet, e-mail, or website
Letter
TOTAL
-- None.
* Less than 0.5%.
Sum may not add to 100% due to rounding.
52
16
2
16
*
11
3
100
53
14
1
17
*
12
3
100
52
14
1
17
-13
4
100
TABLE A-64
How would you best describe your CURRENT status with
regard to the VA VR&E program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,713
2,614
920
VA requested I interrupt program
VA requested I withdraw from program
I voluntarily interrupted program
I voluntarily withdrew from program
I am currently pursuing program
TOTAL
Sum may not add to 100% due to rounding.
5
3
11
6
75
100
5
5
9
6
76
100
5
5
10
6
74
100
Schulman, Ronca & Bucuvalas, Inc. - page A-31
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-65
Did VA tell you the reasons why you were interrupted or
withdrawn from the program?
Base: Those who VA requested to interrupt or withdraw from program.
2001
2002
%
%
2004
%
Unweighted N
217
251
92
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
79
12
9
100
77
15
8
100
75
12
13
100
TABLE A-66
Why did you interrupt or withdraw from the VR&E program?
Base: Those who interrupted or withdrew from program.
2001
%
2002
%
2004
%
Unweighted N
664
614
226
Medical problems
Disability
Found ineligible or non-entitled to program
VA requested that I interrupt or withdraw from program
VA took too long to determine eligibility or entitlement
Location of counselor's office
Financial difficulties
Took job
Too much red tape
Moved/planning to move
Used GI Bill (Chapter 30) benefits instead
Family responsibilities/difficulties
Program did not meet my needs
Problems with counselor
Multiple mention.
28
25
10
10
5
6
21
17
9
8
3
23
13
10
28
24
13
13
9
7
18
16
12
8
6
18
13
11
31
31
12
11
7
6
15
12
8
8
4
20
13
11
Schulman, Ronca & Bucuvalas, Inc. - page A-32
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-67
Do you plan to complete your rehabilitation program now or at
some later date?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,752
2,649
911
Yes, now
Yes, at a later date
No
Not sure
TOTAL
Sum may not add to 100% due to rounding.
60
26
3
12
100
60
23
4
13
100
60
22
4
15
100
TABLE A-68
Thus far, how well has the program met your expectations?
Base: All participants.
Unweighted N
Much better than expected
Better than expected
Just as expected
Worse than expected
Much worse than expected
Don't know
TOTAL
Sum may not add to 100% due to rounding.
2001
%
2,839
2002
%
2,749
2004
%
23
26
23
11
9
9
100
21
23
22
13
9
11
100
21
25
22
12
8
12
100
964
TABLE A-69
During the Evaluation and Planning phase, do you feel that
there was sufficient focus on your future employment?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,832
2,734
956
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
60
25
15
100
58
24
18
100
58
24
18
100
Schulman, Ronca & Bucuvalas, Inc. - page A-33
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-70
Have your EDUCATIONAL goals been raised, lowered, or
unaffected as a result of your interaction with the VR&E
program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,829
2,732
961
Raised
Lowered
Unaffected
Don't know
TOTAL
Sum may not add to 100% due to rounding.
50
11
28
11
100
45
12
29
14
100
44
11
30
15
100
TABLE A-71
Are your educational goals more realistic as a result of the
program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,832
2,725
958
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
60
21
19
100
55
22
23
100
55
22
23
100
TABLE A-72
Have your CAREER goals been raised, lowered, or unaffected
as a result of your interaction with the VR&E program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,817
2,718
960
Raised
Lowered
Unaffected
Don't know
TOTAL
Sum may not add to 100% due to rounding.
48
12
27
13
100
44
13
28
15
100
44
11
29
16
100
Schulman, Ronca & Bucuvalas, Inc. - page A-34
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE A-73
Are your career goals more realistic as a result of the
program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,817
2,710
956
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
59
21
19
100
54
23
24
100
54
23
23
100
TABLE A-74
Would you recommend this program to other disabled
veterans?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,831
2,742
966
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
83
6
11
100
80
7
13
100
80
7
13
100
Schulman, Ronca & Bucuvalas, Inc. - page A-35
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
APPENDIX B
REHABILITATION PHASE
DETAILED TABLES OF FINDINGS
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
Table of Contents
Table
Title
#
Background information about your vocational rehabilitation and employment
program
B-1
How long has it been since you developed a vocational plan of services
with your counselor?
How satisfied are you with the occupational/vocational goal you and your
B-2
counselor selected?
Do (Did) you have a vocational rehabilitation specialist or counselor
B-3
assigned to you during the training or educational phase of your program?
Who is (was) your primary specialist or counselor assigned during this
B-4
rehabilitation phase?
B-5
Is this the same counselor who prepared your plan of services?
Knowledge and use of vocational rehabilitation services
How completely did your counselor explain all the benefits and services
B-6
available to you during your rehabilitation program?
Which of the following types of counseling or referrals has your counselor
B-7
provided?
Which of the following benefits have you received during your rehabilitation
B-8
program?
Which of the following benefits would you have liked to receive during your
B-9
rehabilitation program, but did not?
B-10 Have you found anything to be difficult about obtaining any of these
benefits?
B-11 What specifically do you find to be difficult about obtaining any of these
benefits?
B-12 Have you ever had to borrow or pay out-of-pocket expenses in order to
ENROLL or stay enrolled in training or education BECAUSE VA DID
NOT PROVIDE PAYMENTS ON TIME?
B-13 Have you ever had to borrow or pay out-of-pocket expenses in order to
obtain needed SUPPLIES or benefits BECAUSE VA DID NOT
PROVIDE THEM WHEN NEEDED?
Relationship with your counselor
B-14 Have you had the same counselor since you developed your vocational
rehabilitation plan for services?
B-15 Do you have a clear understanding of the respective responsibilities and
obligations of yourself and your counselor?
B-16 Your counselor gives you good information and advice.
Page
#
B-5
B-5
B-6
B-6
B-6
B-7
B-7
B-8
B-8
B-9
B-9
B-9
B-10
B-10
B-10
B-11
Schulman, Ronca, & Bucuvalas, inc. - page B-2
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
Table
Title
#
B-17 Your counselor is knowledgeable regarding VA's vocational rehabilitation
program.
B-18 Your counselor has provided assistance according to your individual needs.
B-19 When your counselor makes a decision regarding your program, the
reason for the decision is clearly explained.
B-20 Your counselor shows a caring and compassionate attitude toward you.
B-21 Your counselor shows genuine interest in your progress.
B-22 Your counselor has a communication style that is easy to understand.
B-23 Your counselor is responsive to your needs.
B-24 Your counselor listens to your feelings and concerns.
B-25 Your counselor is available when needed.
Contact with your counselor
B-26 Do you have scheduled in-person meetings with your counselor?
B-27 Are the number and length of these sessions adequate to meet your
counseling needs?
B-28 In general, how much of what you NEEDED TO KNOW did you get from
these meetings?
B-29 How convenient is the LOCATION where these meetings are held?
B-30 In general, how convenient is the TIME scheduled for these meetings?
B-31 Aside from scheduled visits, what is the primary method you use to
contact your counselor?
B-32 How responsive was your counselor to your contact through this method?
B-33 In general, how much of what you NEEDED TO KNOW did you get from
this method of contact?
B-34 Were you generally able to get the information you needed on the first call
or contact?
B-35 Were you able to access voice mail in order to leave your counselor a
message?
B-36 Does your counselor fully address all your questions, concerns, or
complaints?
Employment services
B-37 Which of the following types of employment services did you need?
B-38 Which of the following types of employment services have you been
provided?
B-39 From which, if any, of the following have you received employment services?
B-40 Your counselor/specialist(s) are knowledgeable regarding employment
markets.
Your
counselor/specialist(s) understand your occupational/vocational goals.
B-41
B-42 Your counselor/specialist(s) helps you focus on your employment goal.
Page
#
B-11
B-12
B-12
B-13
B-13
B-14
B-14
B-14
B-15
B-15
B-15
B-16
B-16
B-16
B-17
B-17
B-18
B-18
B-18
B-19
B-19
B-19
B-20
B-20
B-21
B-21
Schulman, Ronca, & Bucuvalas, inc. - page B-3
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
Table
Title
#
B-43 Your counselor/specialist(s) are concerned about the quality of your job
placement.
How
satisfied are you with the employment services you've received
B-44
during your program?
Access to the VR&E program
B-45 Looking back to your contacts with the VR&E program thus far, which
methods of contact did you EVER use?
In
general, how easy was it for you to obtain information from the VR&E
B-46
program?
B-47 Which method of contact with the VR&E program would you prefer, if you
could get the same degree of service?
Current status in the VR&E
B-48 How would you best describe your CURRENT status with regard to the VA
VR&E program?
B-49 Did the VA tell you the reasons why you were interrupted or withdrawn from
the program?
B-50 Why did you interrupt or withdraw from the training or education phase of
your plan?
B-51 Do you plan to complete your rehabilitation program now or at a later date?
Overall impressions
B-52 Do you feel that the VA Vocational Rehabilitation Program has treated you
as an individual, not just a case to be managed?
B-53 Overall, has the REHABILITATION process reflected the courtesy,
compassion, and respect you would expect as a veteran of the United
States?
B-54 Thus far, how well has the program met your EXPECTATIONS?
B-55 Thus far, how well has the program met your training or educational
NEEDS?
B-56 Have your EDUCATIONAL goals been raised, lowered, or unaffected as a
result of your interaction with the VR&E program?
B-57 Are your educational goals more realistic as a result of the program?
B-58 Have your CAREER goals been raised, lowered, or unaffected as a result
of your interaction with the VR&E program?
B-59 Are your career goals more realistic as a result of the program?
B-60 Overall, how satisfied are you with the TRAINING OR EDUCATION phase
of your plan?
B-61 Would you recommend this program to other disabled veterans?
Page
#
B-22
B-22
B-23
B-23
B-24
B-24
B-25
B-25
B-26
B-26
B-26
B-27
B-27
B-28
B-28
B-28
B-29
B-29
B-29
Schulman, Ronca, & Bucuvalas, inc. - page B-4
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-1
How long has it been since you developed a vocational plan of
services with your counselor?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,325
3,424
1,127
Less than 6 months
7 months to 1 year
More than 1 year to 2 years
More than 2 years to 3 years
More than 3 years to 4 years
More than 4 years
Not sure
Never developed a rehabilitation plan
TOTAL
* Less than 0.5%.
Sum may not add to 100% due to rounding.
26
24
28
11
4
4
2
1
100
24
26
28
11
4
4
2
*
100
26
27
28
11
4
2
2
1
100
TABLE B-2
How satisfied are you with the occupational/vocational goal
you and your counselor selected?
Base: All participants who had a vocational plan.
2001
%
2002
%
2004
%
Unweighted N
3,241
3,360
1,087
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
TOTAL
Sum may not add to 100% due to rounding.
61
25
5
5
4
100
62
25
6
5
2
100
64
24
7
5
2
100
Schulman, Ronca & Bucuvalas, Inc. - page B-5
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-3
Do (Did) you have a vocational rehabilitation specialist or
counselor assigned to you during the training or educational
phase of your program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,315
3,418
1,131
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
96
2
2
100
96
2
2
100
97
1
2
100
TABLE B-4
Who is (was) your primary specialist or counselor assigned
during this rehabilitation phase?
Base: Was assigned a vocational rehabilitation specialist.
2001
%
2002
%
2004
%
Unweighted N
3,135
3,252
1,086
A VA staff counselor
A counselor under contract with VA
Don't know
TOTAL
Sum may not add to 100% due to rounding.
67
25
7
100
75
16
9
100
80
11
9
100
TABLE B-5
Is this the same counselor who prepared your plan of
services?
Base: Was assigned a vocational rehabilitation specialist.
2001
%
2002
%
2004
%
Unweighted N
3,174
3,281
1,092
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
43
52
5
100
43
54
4
100
49
48
4
100
Schulman, Ronca & Bucuvalas, Inc. - page B-6
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-6
How completely did your counselor explain all the benefits
and services available to you during your rehabilitation
program?
Base: Was assigned a vocational rehabilitation specialist.
2001
%
2002
%
2004
%
Unweighted N
3,170
3,277
1,087
Completely
Mostly
Somewhat
Only a little
Not at all
TOTAL
Sum may not add to 100% due to rounding.
47
31
13
7
2
100
48
32
13
5
2
100
51
29
12
6
2
100
TABLE B-7
Which of the following types of counseling or referrals has
your counselor provided?
Base: Was assigned a vocational rehabilitation specialist.
2001
%
2002
%
2004
%
3,170
3,275
1,088
72
42
20
14
42
10
33
29
23
8
10
73
44
20
13
44
9
31
29
22
7
10
71
43
19
14
45
9
28
30
22
7
8
7
7
8
Unweighted N
Assistance in enrolling in an educational/training program
Career counseling
Personal counseling
Financial counseling
General support and encouragement
Problem solving techniques
Referral to medical services
Referral to dental services
Referral to optical (eye) services
Referral to other counseling program
Referral to Veteran Service Organization (for example the American
Legion or DAV)
None
Multiple mention.
Schulman, Ronca & Bucuvalas, Inc. - page B-7
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-8
Which of the following benefits have you received during your
rehabilitation program?
Base: All participants.
Unweighted N
Tuition
Subsistence allowance
Books
Supplies
Computer equipment/software
Medical services
Dental services
Optical (eye) services
Tutoring
Loans
None
Multiple mention.
* Less than 0.5%.
2001
%
2002
%
2004
%
3,331
3,413
1,128
91
88
91
82
30
29
26
23
12
8
2
95
90
95
86
38
28
25
22
12
7
1
95
92
96
85
47
27
26
21
11
9
*
TABLE B-9
Which of the following benefits would you have liked to
receive during your rehabilitation program, but did not?
Base: All participants.
Unweighted N
Tuition
Subsistence allowance
Books
Supplies
Computer equipment/software
Medical services
Dental services
Optical (eye) services
Tutoring
Loans
None
Multiple mention.
2001
%
2002
%
2004
%
3,101
3,173
1,072
6
7
6
8
47
10
26
19
19
20
23
4
6
4
7
42
10
27
18
17
18
28
3
6
3
6
36
10
30
21
20
20
28
Schulman, Ronca & Bucuvalas, Inc. - page B-8
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-10
Have you found anything to be difficult about obtaining any of
these benefits?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,309
3,385
1,115
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
36
59
5
100
32
64
4
100
34
62
4
100
TABLE B-11
What specifically do you find to be difficult about obtaining
any of these benefits?
Base: Found something difficult in obtaining benefits.
2001
%
2002
%
2004
%
1,165
1,048
368
46
22
12
30
20
48
6
16
41
18
10
26
17
40
4
12
43
23
12
35
20
49
8
17
Unweighted N
Don't know what benefits are available
Payments do not arrive when needed
Payments are incorrect
Counselor not responsive to needs
Supplies/services not available when needed
Too much red tape to obtain supplies/services
Supplies/services of poor quality
Supplies/services inadequate
Multiple mention.
TABLE B-12
Have you ever had to borrow or pay out-of-pocket expenses in
order to ENROLL or stay enrolled in training or education
BECAUSE VA DID NOT PROVIDE PAYMENTS ON TIME?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,291
3,384
1,114
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
16
84
100
14
86
100
15
85
100
Schulman, Ronca & Bucuvalas, Inc. - page B-9
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-13
Have you ever had to borrow or pay out-of-pocket expenses in
order to obtain needed SUPPLIES or benefits BECAUSE VA
DID NOT PROVIDE THEM WHEN NEEDED?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,286
3,382
1,122
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
36
64
100
35
65
100
37
63
100
TABLE B-14
Have you had the same counselor since you developed your
vocational rehabilitation plan for services?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,321
3,409
1,128
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
47
51
2
100
42
56
2
100
46
52
2
100
TABLE B-15
Do you have a clear understanding of the respective
responsibilities and obligations of yourself and your
counselor?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,320
3,396
1,124
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
74
19
7
100
74
18
8
100
76
18
6
100
Schulman, Ronca & Bucuvalas, Inc. - page B-10
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-16
Your counselor gives you good information and advice.
Base: All participants.
Unweighted N
2001
%
2002
%
2004
%
3,286
3,379
1,127
36
38
16
6
4
100
39
33
17
7
4
100
Strongly agree
35
Agree
36
Neither agree nor disagree
16
Disagree
6
Strongly disagree
5
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE B-17
Your counselor is knowledgeable regarding VA's vocational
rehabilitation program.
Base: All participants.
Unweighted N
2001
%
2002
%
2004
%
3,292
3,383
1,117
43
38
15
3
1
100
48
32
14
3
3
100
Strongly agree
43
Agree
36
Neither agree nor disagree
14
Disagree
4
Strongly disagree
2
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
Schulman, Ronca & Bucuvalas, Inc. - page B-11
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-18
Your counselor has provided assistance according to your
individual needs.
Base: All participants.
Unweighted N
2001
%
2002
%
2004
%
3,275
3,377
1,114
37
37
14
8
4
100
42
32
14
7
5
100
Strongly agree
38
Agree
34
Neither agree nor disagree
14
Disagree
8
Strongly disagree
6
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE B-19
When your counselor makes a decision regarding your
program, the reason for the decision is clearly explained.
Base: All participants.
Unweighted N
2001
%
2002
%
2004
%
3,139
3,247
1,075
37
33
20
7
3
100
40
33
18
6
3
100
Strongly agree
36
Agree
34
Neither agree nor disagree
18
Disagree
7
Strongly disagree
4
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
Schulman, Ronca & Bucuvalas, Inc. - page B-12
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-20
Your counselor shows a caring and compassionate attitude
toward you.
Base: All participants.
Unweighted N
2001
%
2002
%
2004
%
3,286
3,370
1,118
40
31
17
6
6
100
43
27
16
7
6
100
Strongly agree
40
Agree
30
Neither agree nor disagree
18
Disagree
6
Strongly disagree
6
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE B-21
Your counselor shows genuine interest in your progress.
Base: All participants.
Unweighted N
2001
%
2002
%
2004
%
3,284
3,378
118
38
30
20
7
6
100
41
27
17
8
6
100
Strongly agree
38
Agree
29
Neither agree nor disagree
19
Disagree
7
Strongly disagree
6
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
Schulman, Ronca & Bucuvalas, Inc. - page B-13
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-22
Your counselor has a communication style that is easy to
understand.
Base: All participants.
Unweighted N
2001
%
2002
%
2004
%
3,288
3,377
1,119
39
36
15
5
5
100
41
33
13
7
6
100
Strongly agree
40
Agree
35
Neither agree nor disagree
14
Disagree
6
Strongly disagree
5
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE B-23
Your counselor is responsive to your needs.
Base: All participants.
Unweighted N
2001
%
2002
%
2004
%
3,277
3,383
1,120
36
35
16
7
6
100
40
30
16
8
6
100
Strongly agree
38
Agree
33
Neither agree nor disagree
16
Disagree
7
Strongly disagree
7
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE B-24
Your counselor listens to your feelings and concerns.
Base: All participants.
Unweighted N
2001
%
2002
%
2004
%
3,242
3,337
1,108
36
34
18
6
5
100
39
31
19
5
6
100
Strongly agree
36
Agree
34
Neither agree nor disagree
18
Disagree
6
Strongly disagree
6
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
Schulman, Ronca & Bucuvalas, Inc. - page B-14
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-25
Your counselor is available when needed.
Base: All participants.
Unweighted N
2001
%
2002
%
2004
%
3,286
3,384
1,120
29
34
19
11
8
100
30
33
18
11
9
100
Strongly agree
27
Agree
34
Neither agree nor disagree
19
Disagree
11
Strongly disagree
8
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE B-26
Do you have scheduled in-person meetings with your
counselor?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,319
3,414
1,126
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
73
27
100
72
28
100
71
29
100
TABLE B-27
Are the number and length of these sessions adequate to
meet your counseling needs?
Base: Had scheduled in-person meetings with counselor.
2001
%
2002
%
2004
%
Unweighted N
2,421
2,453
791
Yes
No, too little contact with counselor
No, too much contact with counselor
TOTAL
Sum may not add to 100% due to rounding.
82
17
1
100
83
16
1
100
84
16
1
100
Schulman, Ronca & Bucuvalas, Inc. - page B-15
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-28
In general, how much of what you NEEDED TO KNOW did you
get from these meetings?
Base: Had scheduled in-person meetings with counselor.
2001
%
2002
%
2004
%
Unweighted N
2,421
2,457
798
All
Most
Some
Little
None
TOTAL
Sum may not add to 100% due to rounding.
31
43
18
7
1
100
31
44
17
6
2
100
34
42
15
7
2
100
TABLE B-29
How convenient is the LOCATION where these meetings are
held?
Base: Had scheduled in-person meetings with counselor.
2001
%
2002
%
2004
%
Unweighted N
2,422
2,461
797
Very convenient
Somewhat convenient
Neither convenient nor inconvenient
Somewhat inconvenient
Very inconvenient
TOTAL
Sum may not add to 100% due to rounding.
57
27
6
7
2
100
59
25
6
7
3
100
54
27
8
7
4
100
TABLE B-30
In general, how convenient is the TIME scheduled for these
meetings?
Base: Had scheduled in-person meetings with counselor.
2001
%
2002
%
2004
%
Unweighted N
2,423
2,459
797
Very convenient
Somewhat convenient
Neither convenient nor inconvenient
Somewhat inconvenient
Very inconvenient
TOTAL
Sum may not add to 100% due to rounding.
52
34
7
6
2
100
54
31
7
6
2
100
52
32
8
6
2
100
Schulman, Ronca & Bucuvalas, Inc. - page B-16
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-31
Aside from scheduled visits, what is the primary method you
use to contact your counselor?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,012
3,073
1,029
Phone, 1-800 number
Phone, long-distance number
Phone, local number
Fax
E-mail (computer)
Letter
Unannounced visit
Did not need additional communication
TOTAL
* Less than 0.5%.
Sum may not add to 100% due to rounding.
16
20
43
*
11
1
4
4
100
14
19
43
1
15
1
3
3
100
11
17
44
*
22
1
4
1
100
TABLE B-32
How responsive was your counselor to your contact through
this method?
Base: Contacted counselor other than scheduled visits.
2001
%
2002
%
2004
%
Unweighted N
2,888
2,955
997
Very responsive
Somewhat responsive
Neither responsive nor unresponsive
Somewhat unresponsive
Very unresponsive
TOTAL
Sum may not add to 100% due to rounding.
56
29
6
5
3
100
57
29
5
5
3
100
58
26
5
7
3
100
Schulman, Ronca & Bucuvalas, Inc. - page B-17
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-33
In general, how much of what you NEEDED TO KNOW did you
get from this method of contact?
Base: Contacted counselor other than scheduled visits.
2001
%
2002
%
2004
%
Unweighted N
2,887
2,956
995
All
Most
Some
Little
None
TOTAL
Sum may not add to 100% due to rounding.
30
41
18
8
3
100
32
39
18
8
3
100
33
41
15
8
3
100
TABLE B-34
Were you generally able to get the information you needed on
the first call or contact?
Base: Contacted counselor other than scheduled visits.
2001
%
2002
%
2004
%
Unweighted N
2,884
2,445
998
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
64
36
100
66
34
100
68
32
100
TABLE B-35
Were you able to access voice mail in order to leave your
counselor a message?
Base: Contacted counselor other than scheduled visits.
2001
%
2002
%
2004
%
Unweighted N
2,881
1,945
997
Yes, counselor returned call
Yes, counselor did not return call
No, wasn't able to access voice mail
Never tried.
TOTAL
Sum may not add to 100% due to rounding.
69
12
5
13
100
71
13
3
13
100
69
16
3
12
100
Schulman, Ronca & Bucuvalas, Inc. - page B-18
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-36
Does your counselor fully address all your questions,
concerns, or complaints?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,299
3,401
1,121
Yes
No
Did not have any
TOTAL
Sum may not add to 100% due to rounding.
75
19
5
100
77
17
5
100
77
19
4
100
TABLE B-37
Which of the following types of employment services did you
need?
Base: All participants.
Unweighted N
Resume preparation or development
Interview skills
Help in obtaining licenses or certificates
Job hunting strategies
Grooming/personal appearance tips
Setting up informational interviews with prospective employers
Didn't need any of the above from counselor
Multiple mention.
2001
%
2002
%
2004
%
3,159
3,236
1,087
21
14
18
19
3
17
63
21
13
17
17
3
15
64
20
12
19
16
4
16
67
TABLE B-38
Which of the following types of employment services have you
been provided?
Base: All participants.
Unweighted N
Resume preparation or development
Interview skills
Help in obtaining licenses or certificates
Job hunting strategies
Grooming/personal appearance tips
Setting up informational interviews with prospective employers
None
Multiple mention.
2001
%
2002
%
2004
%
3,208
3,285
1,095
9
6
8
9
3
4
80
10
6
8
9
2
5
80
9
4
9
9
2
4
80
Schulman, Ronca & Bucuvalas, Inc. - page B-19
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-39
From which, if any, of the following have you received
employment services?
Base: All participants.
Unweighted N
Vocational rehabilitation counselor
Employment specialist
A Disabled Veterans Outreach Program (DVOP) counselor
Other, please specify
No employment services received
Multiple mention.
2001
%
2002
%
2004
%
3,197
3,280
1,102
21
8
5
6
66
22
7
5
7
66
24
7
5
7
67
TABLE B-40
Your counselor/specialist(s) are knowledgeable regarding
employment markets.
Base: Received employment services.
Unweighted N
2001
%
2002
%
2004
%
2,253
1,053
327
22
38
32
5
3
100
20
39
32
6
3
100
Strongly agree
16
Agree
29
Neither agree nor disagree
43
Disagree
7
Strongly disagree
5
TOTAL
100
Sum may not add to 100% due to rounding.
All respondents included for 2001.
Cases where respondents marked "Not applicable" are excluded from the calculations.
Schulman, Ronca & Bucuvalas, Inc. - page B-20
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-41
Your counselor/specialist(s) understand your
occupational/vocational goals.
Base: Received employment services.
Unweighted N
2001
%
2002
%
2004
%
2,880
1,147
355
32
44
17
5
2
100
33
42
16
6
3
100
Strongly agree
27
Agree
42
Neither agree nor disagree
21
Disagree
6
Strongly disagree
5
TOTAL
100
Sum may not add to 100% due to rounding.
All respondents included for 2001.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE B-42
Your counselor/specialist(s) help you focus on your
employment goal.
Base: Received employment services.
Unweighted N
2001
%
2002
%
2004
%
2,553
1,101
349
27
39
26
6
2
100
29
38
23
8
3
100
Strongly agree
22
Agree
31
Neither agree nor disagree
33
Disagree
9
Strongly disagree
7
TOTAL
100
Sum may not add to 100% due to rounding.
All respondents included for 2001.
Cases where respondents marked "Not applicable" are excluded from the calculations.
Schulman, Ronca & Bucuvalas, Inc. - page B-21
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-43
Your counselor/specialist(s) are concerned about the quality
of your job placement.
Base: Received employment services.
Unweighted N
2001
%
2002
%
2004
%
2,404
1,073
344
28
34
28
7
3
100
31
36
23
7
3
100
Strongly agree
23
Agree
28
Neither agree nor disagree
35
Disagree
8
Strongly disagree
6
TOTAL
100
Sum may not add to 100% due to rounding.
All respondents included for 2001.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE B-44
How satisfied are you with the employment services you've
received during your program?
Base: Received employment services.
2001
%
2002
%
2004
%
Unweighted N
2,955
1,136
362
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
TOTAL
Sum may not add to 100% due to rounding.
All respondents included for 2001.
29
23
31
9
7
100
32
23
28
9
8
100
34
21
31
9
6
100
Schulman, Ronca & Bucuvalas, Inc. - page B-22
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-45
Looking back to your contacts with the VR&E program thus
far, which methods of contact did you EVER use?
Base: All participants.
Unweighted N
In-person visit
Phone, 1-800 number
Phone, long-distance number
Phone, local number
Fax
Internet, e-mail, or website
Letter
Multiple mention.
2001
%
2002
%
2004
%
3,242
3,346
1,114
80
37
31
45
16
25
29
82
36
30
48
18
32
28
82
35
29
53
20
42
29
TABLE B-46
In general, how easy was it for you to obtain information from
the VR&E program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,245
3,360
1,120
Very easy
Somewhat easy
Neither easy nor difficult
Somewhat difficult
Very difficult
TOTAL
Sum may not add to 100% due to rounding.
32
36
17
11
4
100
34
36
16
11
3
100
38
34
15
11
3
100
Schulman, Ronca & Bucuvalas, Inc. - page B-23
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-47
Which method of contact with the VR&E program would you
prefer, if you could get the same degree of service?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,845
2,954
1,002
In-person visit
Phone, 1-800 number
Phone, long-distance number
Phone, local number
Fax
Internet, e-mail, or website
Letter
TOTAL
* Less than 0.5%.
-- None.
Sum may not add to 100% due to rounding.
49
17
1
14
*
17
1
100
47
15
1
17
*
19
1
100
42
13
1
18
-25
2
100
TABLE B-48
How would you best describe your CURRENT status with
regard to the VA VR&E program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,215
3,344
1,111
VA requested I interrupt program
VA requested I withdraw from program
I voluntarily interrupted program
I voluntarily withdrew from program
I am currently pursuing program, still in training/educational phase
I am currently pursuing program, completed training/educational phase
TOTAL
* Less than 0.5%.
Sum may not add to 100% due to rounding.
2
1
7
2
73
15
100
2
1
7
1
76
13
100
1
*
6
1
82
9
100
Schulman, Ronca & Bucuvalas, Inc. - page B-24
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-49
Did the VA tell you the reasons why you were interrupted or
withdrawn from the program?
Base: VA requested interruption or withdrawal from program.
2001
%
Unweighted N
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
2002
%
2004
%
89
87
16
73
19
8
100
79
16
5
100
82
6
13
100
TABLE B-50
Why did you interrupt or withdraw from the training or
education phase of your plan?
Base: Interrupted or withdrew from program.
2001
%
2002
%
2004
%
Unweighted N
386
381
97
Medical problems
Disability
Financial difficulties
Took a job
VA requested that I interrupt or withdraw from program
Lost interest
Transportation problems
Schools/classes were too far away
Program/classes were too difficult
Moved/planning to move
Family responsibilities/difficulties
Didn't think the training or education would meet my needs
Problems with counselor
Too much red tape with VR&E program
Could not see training or education leading to future employment
Summer/semester break
Multiple mention.
38
21
26
20
12
3
11
7
10
12
29
7
10
8
10
5
32
18
20
16
9
4
5
4
6
7
25
4
6
6
8
3
40
28
30
22
9
7
9
5
12
10
41
6
16
7
10
11
Schulman, Ronca & Bucuvalas, Inc. - page B-25
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-51
Do you plan to complete your rehabilitation program now or at
a later date?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,173
3,308
1,090
Yes, now
Yes, at a later date
No
Not sure
TOTAL
Sum may not add to 100% due to rounding.
70
23
1
6
100
72
22
1
5
100
73
21
1
5
100
TABLE B-52
Do you feel that the VA Vocational Rehabilitation Program has
treated you as an individual, not just a case to be managed?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,314
3,407
1,128
Yes, an individual
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
68
24
8
100
71
21
8
100
70
22
8
100
TABLE B-53
Overall, has the REHABILITATION process reflected the
courtesy, compassion, and respect you would expect as a
veteran of the United States?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3294
3,396
1,128
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
78
22
100
81
19
100
80
20
100
Schulman, Ronca & Bucuvalas, Inc. - page B-26
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-54
Thus far, how well has the program met your
EXPECTATIONS?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,313
3,408
1,130
Much better than expected
Better than expected
Just as expected
Worse than expected
Much worse than expected
Don't know
TOTAL
Sum may not add to 100% due to rounding.
25
32
26
11
3
3
100
25
34
27
9
3
2
100
27
34
27
8
2
2
100
TABLE B-55
Thus far, how well has the program met your training or
educational NEEDS?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,317
3,411
1,130
Much better than expected
Better than expected
Just as expected
Worse than expected
Much worse than expected
Don't know
TOTAL
Sum may not add to 100% due to rounding.
25
33
28
8
3
3
100
27
33
30
7
1
2
100
29
34
27
6
1
2
100
Schulman, Ronca & Bucuvalas, Inc. - page B-27
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-56
Have your EDUCATIONAL goals been raised, lowered, or
unaffected as a result of your interaction with the VR&E
program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,311
3,412
1,129
Raised
Lowered
Unaffected
Don't know
TOTAL
Sum may not add to 100% due to rounding.
59
8
28
5
100
60
6
29
5
100
64
5
26
4
100
TABLE B-57
Are your educational goals more realistic as a result of the
program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,309
3,411
1,128
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
72
17
11
100
74
16
9
100
77
13
10
100
TABLE B-58
Have your CAREER goals been raised, lowered, or unaffected
as a result of your interaction with the VR&E program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,312
3,416
1,130
Raised
Lowered
Unaffected
Don't know
TOTAL
Sum may not add to 100% due to rounding.
60
8
26
7
100
60
7
27
6
100
62
6
26
7
100
Schulman, Ronca & Bucuvalas, Inc. - page B-28
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE B-59
Are your career goals more realistic as a result of the
program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,300
3,395
1,118
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
69
17
13
100
71
16
13
100
75
14
11
100
TABLE B-60
Overall, how satisfied are you with the TRAINING OR
EDUCATION phase of your plan?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,300
3,406
1,118
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
TOTAL
Sum may not add to 100% due to rounding.
56
27
8
6
3
100
57
29
6
6
2
100
60
27
6
5
2
100
TABLE B-61
Would you recommend this program to other disabled
veterans?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
3,282
3,389
1,116
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
95
5
100
97
3
100
97
3
100
Schulman, Ronca & Bucuvalas, Inc. - page B-29
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
APPENDIX C
JOB READY PHASE
DETAILED TABLES OF FINDINGS
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
Table of Contents
Table
Title
#
Background information about your vocational rehabilitation program
C-1
Did your vocational rehabilitation program include an educational/training
phase?
C-2
What type of education/training was this?
C-3
Have you completed the educational/training phase of your program?
How long has it been since you completed the educational/training phase of
C-4
your vocational rehabilitation program?
How satisfied are you with the occupational/vocational goal you and your
C-5
counselor selected during the planning phase of your program?
Who is (was) your primary counselor or employment specialist assigned to
C-6
you during the job ready phase of your program?
Is this the same specialist/counselor who was assigned to you during the
C-7
training or educational phase of your program?
Knowledge and use of employment services
How completely did your counselor explain all the benefits and services
C-8
available to you during the job ready phase of your program?
Have you and your counselor developed a plan (Individualized Employment
C-9
Assistance Plan) to guide you in your job search?
C-10 Which of the following types of employment services did you need?
C-11 Which of the following types of employment services has your counselor
provided?
C-12 Which of the following potential employment opportunities or referrals has
your counselor provided?
C-13 Other than your counselor, which other sources of employment information
have you used?
C-14 Your counselor gives you good information and advice.
C-15 Your counselor is knowledgeable regarding job search methods and
techniques.
C-16 Your counselor is knowledgeable regarding employment markets.
C-17 Your counselor has provided assistance according to your individual needs.
C-18 Your counselor understands your vocational goals.
C-19 Your counselor shows a caring and compassionate attitude toward you.
C-20 Your counselor listens to your needs and concerns.
C-21 Your counselor has a communication style that is easy to understand.
C-22 Your counselor is flexible.
C-23 Your counselor is resourceful.
C-24 Your counselor is available when needed.
C-25 Your counselor is concerned about the quality of your job placement.
Page
#
C-5
C-5
C-5
C-6
C-6
C-7
C-7
C-8
C-8
C-9
C-9
C-10
C-10
C-11
C-11
C-12
C-12
C-13
C-13
C-13
C-14
C-14
C-14
C-15
C-15
Schulman, Ronca & Bucuvalas, Inc. - page C-2
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
Contact with your counselor
C-26 Do you have scheduled in-person meetings with your counselor?
C-27 Are the number and length of these sessions adequate to meet your
counseling needs?
C-28 In general, how much of what you NEEDED TO KNOW did you get from
these meetings?
C-29 How convenient is the LOCATION where these meetings are held?
C-30 In general, how convenient is the TIME scheduled for these meetings?
C-31 Aside from scheduled visits, what is the primary method you use to
contact your counselor?
C-32 How responsive was your counselor to your contact through this method?
C-33 In general, how much of what you NEEDED TO KNOW did you get from
this method of contact?
C-34 Were you generally able to get the information you needed on the first call
or contact?
C-35 Were you able to access voice mail in order to leave your counselor a
message?
C-36 Did your counselor fully address all your questions, concerns, or complaints?
C-37 Did your counselor provide assistance throughout your job search?
C-38 Did your counselor monitor your progress throughout your job search?
C-39 How satisfied are you with the employment services provided, once you
began actively seeking employment?
Current employment status
C-40 What is your current employment status?
C-41 Has the VA's Vocational Rehabilitation Program determined that you are
suitably employed?
C-42 How long did it take from the time you completed the educational/training
phase of your vocational rehabilitation program until you started your
current job?
C-43 How REASONABLE was the length of time it took you to find a job?
C-44 Does this job meet your rehabilitation needs?
C-45 Does this job suit your skills and abilities?
C-46 Does this job match the occupational/vocational goal you and your
counselor selected during the planning phase of your program?
C-47 How helpful was your employment specialist/counselor in helping you find
your current job?
Access to the VR&E program
C-48 Looking back to your contacts with the VR&E program thus far, which
methods of contact did you EVER use?
C-49 In general, how easy was it for you to obtain information from the VR&E
program?
C-15
C-16
C-16
C-16
C-17
C-17
C-18
C-18
C-18
C-19
C-19
C-19
C-20
C-20
C-20
C-21
C-21
C-22
C-22
C-22
C-23
C-23
C-24
C-24
Schulman, Ronca & Bucuvalas, Inc. - page C-3
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
C-50
Which method of contact with the VR&E program would you prefer, if you
could get the same degree of service?
Current status in the VR&E program
C-51 How would you best describe your CURRENT status with regard to the VA
VR&E program?
C-52 Did the VA tell you the reasons why you were interrupted or withdrawn
from the VR&E employment services program?
C-53 Why did you interrupt or withdraw from the VR&E employment services
program?
C-54 Do you plan to complete your rehabilitation program now or at some later
date?
Overall impressions
C-55 Thus far, how well has the VA's VR&E program met your expectations?
C-56 Overall, did the VR&E program meet your rehabilitation needs?
C-57 Have your CAREER goals been raised, lowered, or unaffected as a result
of your interaction with the VR&E program?
C-58 Are your career goals more realistic as a result of the program?
C-59 At this time, would you say that your career goals have been met?
C-60 Overall, how satisfied are you with the VA's VR&E program?
C-61 Which of the following VR&E services were the most helpful?
C-62 Which of the following VR&E services did you need the most?
C-63 Would you recommend this program to other disabled veterans?
C-25
C-25
C-26
C-26
C-27
C-27
C-27
C-28
C-28
C-28
C-29
C-29
C-30
C-30
Schulman, Ronca & Bucuvalas, Inc. - page C-4
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-1
Did your vocational rehabilitation program include an
educational/training phase?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,901
3,576
1,010
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
90
10
100
91
9
100
88
12
100
Base: Participants whose program included an educational/training phase.
2001
2002
%
%
2004
%
TABLE C-2
What type of education/training was this?
Unweighted N
2,580
3,180
902
College or university classes
Technical or vocational training
On-the-job training
TOTAL
Sum may not add to 100% due to rounding.
71
27
2
100
70
28
2
100
76
23
1
100
TABLE C-3
Have you completed the educational/training phase of your
program?
Base: Participants whose program included an educational/training phase.
2001
2002
%
%
2004
%
Unweighted N
2,627
3,258
934
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
91
9
100
94
6
100
92
8
100
Schulman, Ronca & Bucuvalas, Inc. - page C-5
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-4
How long has it been since you completed the
educational/training phase of your vocational rehabilitation
program?
Base: Participants who completed the educational/training phase.
2001
%
2002
%
2004
%
Unweighted N
2,380
3,036
850
Less than 3 months
3 months to 6 months
More than 6 months to 1 year
More than 1 year to 18 months
More than 18 months to 2 years
More than 2 years to 3 years
More than 3 years
TOTAL
Sum may not add to 100% due to rounding.
1
24
45
19
6
3
3
100
2
22
44
19
6
4
3
100
4
29
32
17
9
6
3
100
TABLE C-5
How satisfied are you with the occupational/vocational goal
you and your counselor selected during the planning phase of
your program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,910
3,600
1,043
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
TOTAL
Sum may not add to 100% due to rounding.
54
23
8
8
7
100
53
23
8
9
7
100
54
22
9
9
6
100
Schulman, Ronca & Bucuvalas, Inc. - page C-6
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-6
Who is (was) your primary counselor or employment
specialist assigned to you during the job ready phase of your
program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,217
3,549
1,026
A VA staff counselor
A VA staff employment specialist
A counselor under contract with VA
An employment specialist under contract with VA
A Disabled Veterans Outreach Program (DVOP) counselor
Don't know
Don't have a counselor or specialist assigned
TOTAL
Question was revised after 2001.
NA Not Asked.
Sum may not add to 100% due to rounding.
NA
49
NA
34
7
9
NA
100
52
8
15
6
3
12
3
100
57
10
8
7
4
10
3
100
TABLE C-7
Is this the same specialist/counselor who was assigned to you
during the training or educational phase of your program?
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
2004
%
Unweighted N
2,052
3,300
946
Yes
No
Don't know
Didn't have training/educational phase
TOTAL
Sum may not add to 100% due to rounding.
48
43
4
5
100
53
36
6
5
100
52
37
4
6
100
Schulman, Ronca & Bucuvalas, Inc. - page C-7
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-8
How completely did your counselor explain all the benefits
and services available to you during the job ready phase of
your program?
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
2004
%
Unweighted N
2,041
3,296
938
Completely
Mostly
Somewhat
Only a little
Not at all
TOTAL
Sum may not add to 100% due to rounding.
46
26
16
8
4
100
46
23
17
8
6
100
49
25
15
6
5
100
TABLE C-9
Have you and your counselor developed a plan (Individualized
Employment Assistance Plan) to guide you in your job
search?
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
2004
%
Unweighted N
2,028
3,285
931
Yes
No, but in the process of developing such a plan
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
57
4
33
5
100
54
4
37
5
100
58
5
31
5
100
Schulman, Ronca & Bucuvalas, Inc. - page C-8
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-10
Which of the following types of employment services did you
need?
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
Resume preparation or development
Interview skills
Help in obtaining licenses or certificates
Job hunting strategies
Grooming/personal appearance tips
Setting up informational interviews with prospective employers
Didn't need any of the above from counselor
Multiple mention.
2004
%
2,028
3,260
936
30
17
18
30
5
20
45
27
15
19
26
3
18
47
29
16
20
29
4
19
47
TABLE C-11
Which of the following types of employment services has your
counselor provided?
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
Resume preparation or development
Interview skills
Help in obtaining licenses or certificates
Job hunting strategies
Grooming/personal appearance tips
Setting up informational interviews with prospective employers
None
Multiple mention.
NA Not Asked.
2004
%
2,018
3,257
934
28
14
14
30
5
NA
49
21
11
13
25
4
NA
55
26
14
14
28
5
10
49
Schulman, Ronca & Bucuvalas, Inc. - page C-9
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-12
Which of the following potential employment opportunities or
referrals has your counselor provided?
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
Referrals to state rehabilitation and employment agencies
Referrals to private employment specialists
Referrals to potential employers
Referrals to federal job market
References to an electronic job bank on the Internet
Referrals to other sources of assistance
Direct job placement
None
Multiple mention.
2004
%
2,000
3,240
932
29
12
22
19
25
15
5
39
25
10
16
17
22
13
4
47
24
10
18
19
26
15
3
44
TABLE C-13
Other than your counselor, which other sources of
employment information have you used?
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
VHA (Veterans Health Administration)
VET Center
DVOP (Disabled Vets Outreach Program)
DOD (Department of Defense)
SBA (Small Business Administration)
State rehabilitation agencies
State employment agencies
Private employment specialists
Internet job searches
Newspaper/help-wanted advertisements
Job fairs
College/university or school
Personal/professional contacts
Federal job listings
None
Multiple mention.
2004
%
2,025
3,264
937
9
8
7
13
3
7
45
16
57
55
45
38
48
43
6
9
7
7
13
3
5
43
14
58
52
43
34
45
46
8
10
8
7
16
4
5
44
13
61
53
42
36
47
49
7
Schulman, Ronca & Bucuvalas, Inc. - page C-10
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-14
Your counselor gives you good information and advice.
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
2,012
Strongly agree
33
Agree
36
Neither agree nor disagree
17
Disagree
7
Strongly disagree
7
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
2004
%
3,226
930
32
35
17
8
7
100
34
37
17
6
7
100
TABLE C-15
Your counselor is knowledgeable regarding job search
methods and techniques.
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
1,896
Strongly agree
30
Agree
35
Neither agree nor disagree
23
Disagree
7
Strongly disagree
6
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
2004
%
3,010
883
27
32
27
8
6
100
30
34
24
8
5
100
Schulman, Ronca & Bucuvalas, Inc. - page C-11
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-16
Your counselor is knowledgeable regarding employment
markets.
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
1,091
Strongly agree
25
Agree
32
Neither agree nor disagree
28
Disagree
8
Strongly disagree
6
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
2004
%
3,013
882
22
30
32
9
7
100
26
32
27
9
6
100
TABLE C-17
Your counselor has provided assistance according to your
individual needs.
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
1,988
Strongly agree
32
Agree
32
Neither agree nor disagree
17
Disagree
10
Strongly disagree
9
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
2004
%
3,209
911
31
31
17
11
10
100
34
32
16
10
9
100
Schulman, Ronca & Bucuvalas, Inc. - page C-12
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-18
Your counselor understands your vocational goals.
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
2,001
Strongly agree
33
Agree
37
Neither agree nor disagree
16
Disagree
7
Strongly disagree
6
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
2004
%
3,208
929
33
36
15
9
7
100
34
37
15
7
6
100
TABLE C-19
Your counselor shows a caring and compassionate attitude
toward you.
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
2,005
Strongly agree
39
Agree
32
Neither agree nor disagree
17
Disagree
6
Strongly disagree
6
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
2004
%
3,240
931
38
31
17
6
8
100
39
34
15
5
7
100
TABLE C-20
Your counselor listens to your needs and concerns.
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
2,000
Strongly agree
37
Agree
38
Neither agree nor disagree
16
Disagree
6
Strongly disagree
6
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
2004
%
3,230
930
36
34
16
7
7
100
37
37
14
6
6
100
Schulman, Ronca & Bucuvalas, Inc. - page C-13
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-21
Your counselor has a communication style that is easy to
understand.
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
1,995
2004
%
3,235
928
36
36
15
6
6
100
37
40
14
5
4
100
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
2004
%
Strongly agree
37
Agree
38
Neither agree nor disagree
16
Disagree
5
Strongly disagree
5
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE C-22
Your counselor is flexible.
Unweighted N
1,993
3,218
922
31
33
21
8
7
100
34
34
20
7
6
100
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
2004
%
Strongly agree
33
Agree
33
Neither agree nor disagree
21
Disagree
7
Strongly disagree
6
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
TABLE C-23
Your counselor is resourceful.
Unweighted N
1,982
Strongly agree
30
Agree
29
Neither agree nor disagree
27
Disagree
8
Strongly disagree
7
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
3,185
919
29
29
27
8
7
100
30
29
27
7
7
100
Schulman, Ronca & Bucuvalas, Inc. - page C-14
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-24
Your counselor is available when needed.
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
1,992
Strongly agree
26
Agree
36
Neither agree nor disagree
20
Disagree
10
Strongly disagree
8
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
2004
%
3,228
926
26
34
21
11
8
100
28
35
21
9
8
100
TABLE C-25
Your counselor is concerned about the quality of your job
placement.
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
Unweighted N
1,964
Strongly agree
31
Agree
28
Neither agree nor disagree
23
Disagree
10
Strongly disagree
9
TOTAL
100
Sum may not add to 100% due to rounding.
Cases where respondents marked "Not applicable" are excluded from the calculations.
2004
%
3,167
910
29
29
22
10
11
100
30
31
23
7
9
100
TABLE C-26
Do you have scheduled in-person meetings with your
counselor?
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
2004
%
Unweighted N
2,035
3,283
941
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
71
29
100
66
34
100
66
34
100
Schulman, Ronca & Bucuvalas, Inc. - page C-15
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-27
Are the number and length of these sessions adequate to
meet your counseling needs?
Base: Had in-person meetings with VA staff or contract counselor.
2001
%
2002
%
2004
%
Unweighted N
1,439
2,155
618
Yes
No, too little contact with counselor
No, too much contact with counselor
TOTAL
Sum may not add to 100% due to rounding.
79
19
1
100
79
21
1
100
80
18
1
100
TABLE C-28
In general, how much of what you NEEDED TO KNOW did you
get from these meetings?
Base: Had in-person meetings with VA staff or contract counselor.
2001
%
2002
%
2004
%
Unweighted N
1,440
2,159
618
All
Most
Some
Little
None
TOTAL
Sum may not add to 100% due to rounding.
24
38
24
10
4
100
25
38
22
11
3
100
25
42
20
10
3
100
TABLE C-29
How convenient is the LOCATION where these meetings are
held?
Base: Had in-person meetings with VA staff or contract counselor.
2001
%
2002
%
2004
%
Unweighted N
1,441
2,158
618
Very convenient
Somewhat convenient
Neither convenient nor inconvenient
Somewhat inconvenient
Very inconvenient
TOTAL
Sum may not add to 100% due to rounding.
51
28
8
9
4
100
49
31
8
8
4
100
46
33
7
9
5
100
Schulman, Ronca & Bucuvalas, Inc. - page C-16
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-30
In general, how convenient is the TIME scheduled for these
meetings?
Base: Had in-person meetings with VA staff or contract counselor.
2001
%
Very convenient
Somewhat convenient
Neither convenient nor inconvenient
Somewhat inconvenient
Very inconvenient
TOTAL
Sum may not add to 100% due to rounding.
2002
%
2004
%
1,440
2,161
619
50
34
9
6
2
100
49
36
8
5
2
100
51
32
10
7
2
100
TABLE C-31
Aside from scheduled visits, what is the primary method you
use to contact your counselor?
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
2004
%
Unweighted N
1,691
2,385
732
Phone, 1-800 number
Phone, long-distance number
Phone, local number
Fax
E-mail (computer)
Letter
Unannounced visit
Did not need additional communication
TOTAL
* Less than 0.5%.
Sum may not add to 100% due to rounding.
17
17
44
*
10
1
3
8
100
16
17
42
*
13
1
3
7
100
15
17
41
*
20
1
3
4
100
Schulman, Ronca & Bucuvalas, Inc. - page C-17
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-32
How responsive was your counselor to your contact through
this method?
Base: Participants who contacted their VA or contract counselor.
2001
%
2002
%
2004
%
Unweighted N
1,547
2,562
773
Very responsive
Somewhat responsive
Neither responsive nor unresponsive
Somewhat unresponsive
Very unresponsive
TOTAL
Sum may not add to 100% due to rounding.
58
29
5
4
3
100
56
29
6
5
3
100
58
28
6
4
4
100
TABLE C-33
In general, how much of what you NEEDED TO KNOW did you
get from this method of contact?
Base: Participants who contacted their VA or contract counselor.
2001
%
2002
%
2004
%
Unweighted N
1,545
2,580
771
All
Most
Some
Little
None
TOTAL
Sum may not add to 100% due to rounding.
23
39
23
10
4
100
25
39
21
10
5
100
21
43
20
12
3
100
TABLE C-34
Were you generally able to get the information you needed on
the first call or contact?
Base: Participants who contacted their VA or contract counselor.
2001
%
2002
%
2004
%
Unweighted N
1,542
2,559
773
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
69
31
100
65
35
100
66
34
100
Schulman, Ronca & Bucuvalas, Inc. - page C-18
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-35
Were you able to access voice mail in order to leave your
counselor a message?
Base: Participants who contacted their VA or contract counselor.
2001
%
2002
%
2004
%
Unweighted N
1,541
2,556
771
Yes, counselor returned call
Yes, counselor did not return call
No, wasn't able to access voice mail
Never tried
TOTAL
Sum may not add to 100% due to rounding.
76
9
4
11
100
75
11
3
11
100
75
11
3
11
100
TABLE C-36
Did your counselor fully address all your questions, concerns,
or complaints?
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
2004
%
Unweighted N
1,884
3,087
931
Yes
No
Did not have any
TOTAL
Sum may not add to 100% due to rounding.
74
22
4
100
71
24
5
100
73
21
6
100
TABLE C-37
Did your counselor provide assistance throughout your job
search?
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
2004
%
Unweighted N
2,024
3,281
936
Yes
No
Did not need job search assistance
TOTAL
Sum may not add to 100% due to rounding.
48
27
24
100
41
30
29
100
44
29
26
100
Schulman, Ronca & Bucuvalas, Inc. - page C-19
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-38
Did your counselor monitor your progress throughout your
job search?
Base: Counselor or employment specialist was VA staff or under contract to VA.
2001
2002
%
%
2004
%
Unweighted N
1,991
3,215
924
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
65
35
100
58
42
100
62
38
100
TABLE C-39
How satisfied are you with the employment services provided,
once you began actively seeking employment?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,722
3,563
1,033
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
Didn't need services
TOTAL
NA Not Asked.
Sum may not add to 100% due to rounding.
31
19
23
12
15
NA
100
27
17
13
11
18
15
100
23
17
13
14
15
18
100
2001
%
2002
%
2004
%
2,898
3,591
1,052
47
34
16
3
100
45
33
19
3
100
42
35
19
4
100
TABLE C-40
What is your current employment status?
Base: All participants.
Unweighted N
+
Currently employed , not looking for a different job
Currently employed+, but looking for a different job
Not working but looking for work
Not working and not looking for work
TOTAL
+
Includes full-time, part-time, or self-employed.
Sum may not add to 100% due to rounding.
Schulman, Ronca & Bucuvalas, Inc. - page C-20
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-41
Has the VA's Vocational Rehabilitation Program determined
that you are suitably employed?
Base: Currently employed.
2001
%
2002
%
2004
%
Unweighted N
2,326
2,797
796
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
57
10
33
100
61
9
30
100
62
12
26
100
TABLE C-42
How long did it take from the time you completed the
educational/training phase of your vocational rehabilitation
program until you started your current job?
Base: Currently employed.
2001
%
2002
%
2004
%
Unweighted N
2,307
2,758
785
Less than 1 month
1 month to 2 months
More than 2 months to 3 months
More than 3 months to 4 months
More than 4 months to 5 months
More than 5 months to 6 months
More than 6 months to 1 year
More than 1 year to 18 months
More than 18 months to 2 years
More than 2 years to 3 years
More than 3 years
Started current job before completing educational/training phase
Never completed educational/training phase
Never had educational/training phase
TOTAL
Sum may not add to 100% due to rounding.
18
11
7
6
3
5
9
4
2
2
2
23
3
5
100
18
11
8
5
3
4
10
4
2
2
1
25
3
5
100
15
10
7
4
3
4
10
7
2
2
1
25
3
5
100
Schulman, Ronca & Bucuvalas, Inc. - page C-21
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-43
How REASONABLE was the length of time it took you to find a
job?
Base: Currently employed.
2001
%
2002
%
2004
%
Unweighted N
2,285
2,738
780
Very reasonable
Somewhat reasonable
Neither reasonable nor unreasonable
Somewhat unreasonable
Very unreasonable
TOTAL
Sum may not add to 100% due to rounding.
42
22
19
10
7
100
44
20
19
9
8
100
42
16
21
11
9
100
TABLE C-44
Does this job meet your rehabilitation needs?
Base: Currently employed.
2001
%
2002
%
2004
%
Unweighted N
2,298
2,749
783
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
71
29
100
69
31
100
66
34
100
TABLE C-45
Does this job suit your skills and abilities?
Base: Currently employed.
2001
%
2002
%
2004
%
Unweighted N
2,311
2,755
785
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
75
25
100
73
27
100
71
29
100
Schulman, Ronca & Bucuvalas, Inc. - page C-22
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-46
Does this job match the occupational/vocational goal you and
your counselor selected during the planning phase of your
program?
Base: Currently employed.
2001
%
2002
%
2004
%
Unweighted N
2,297
2,753
783
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
60
40
100
59
41
100
56
44
100
TABLE C-47
How helpful was your employment specialist/counselor in
helping you find your current job?
Base: Currently employed.
2001
%
2002
%
2004
%
Unweighted N
2,295
2,767
788
Very helpful
Somewhat helpful
Neither helpful nor unhelpful
Somewhat unhelpful
Not at all helpful
Didn't need help
TOTAL
Sum may not add to 100% due to rounding.
12
9
18
1
21
39
100
12
11
16
1
20
40
100
12
10
18
2
19
39
100
Schulman, Ronca & Bucuvalas, Inc. - page C-23
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-48
Looking back to your contacts with the VR&E program thus
far, which methods of contact did you EVER use?
Base: All participants.
Unweighted N
In-person visit
Phone, 1-800 number
Phone, long-distance number
Phone, local number
Fax
Internet, e-mail, or website
Letter
None
Multiple mention.
2001
%
2002
%
2004
%
2,922
3,589
1,040
81
37
29
45
17
28
29
3
80
35
30
49
18
37
29
3
81
31
29
49
20
49
29
2
TABLE C-49
In general, how easy was it for you to obtain information from
the VR&E program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,899
3,591
1,034
Very easy
Somewhat easy
Neither easy nor difficult
Somewhat difficult
Very difficult
TOTAL
Sum may not add to 100% due to rounding.
33
35
17
11
5
100
35
32
18
11
4
100
38
34
17
8
4
100
Schulman, Ronca & Bucuvalas, Inc. - page C-24
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-50
Which method of contact with the VR&E program would you
prefer, if you could get the same degree of service?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,594
3,207
945
In-person visit
Phone, 1-800 number
Phone, long-distance number
Phone, local number
Fax
Internet, e-mail, or website
Letter
TOTAL
* Less than 0.5%.
Sum may not add to 100% due to rounding.
56
15
1
12
*
15
1
100
54
14
1
12
*
17
1
100
50
13
2
13
*
20
1
100
TABLE C-51
How would you best describe your CURRENT status with
regard to the VA VR&E program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,856
3,499
1,017
VA requested I interrupt program
VA requested I withdraw from program
I voluntarily interrupted program
I voluntarily withdrew from program
I am currently pursuing program
I have completed the program
TOTAL
Sum may not add to 100% due to rounding.
3
2
5
4
12
74
100
2
2
4
3
13
76
100
2
3
4
4
17
70
100
Schulman, Ronca & Bucuvalas, Inc. - page C-25
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-52
Did the VA tell you the reasons why you were interrupted or
withdrawn from the VR&E employment services program?
Base: VA requested participant interrupt or withdraw from program.
2001
2002
%
%
2004
%
Unweighted N
141
152
53
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
65
18
16
100
71
19
11
100
77
11
11
100
TABLE C-53
Why did you interrupt or withdraw from the VR&E employment
services program?
Base: Interrupted or withdrew from program.
2001
%
2002
%
2004
%
Unweighted N
391
382
134
Medical problems
Disability
Financial difficulties
VA requested that I interrupt or withdraw from program
Found job on my own
Too much red tape
Employment services were not helpful
Moved/planning to move
Family responsibilities/difficulties
Program did not meet my needs
Problems with counselor
Multiple mention.
17
16
16
14
51
8
19
7
17
14
10
19
12
19
21
45
8
19
7
17
16
11
24
18
21
16
50
10
18
7
19
8
6
Schulman, Ronca & Bucuvalas, Inc. - page C-26
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-54
Do you plan to complete your rehabilitation program now or at
some later date?
Base: Interrupted or withdrew from program.
2001
%
2002
%
2004
%
Unweighted N
399
372
135
Yes
No
Not sure
TOTAL
Sum may not add to 100% due to rounding.
50
12
38
100
48
12
40
100
45
13
42
100
TABLE C-55
Thus far, how well has the VA's VR&E program met your
expectations?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,882
3,509
1,033
Much better than expected
Better than expected
Just as expected
Worse than expected
Much worse than expected
Don't know
TOTAL
Sum may not add to 100% due to rounding.
NA Not Asked.
24
26
28
16
6
NA
100
22
25
28
18
6
NA
100
23
25
27
14
7
4
100
TABLE C-56
Overall, did the VR&E program meet your rehabilitation
needs?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,875
3,547
1,029
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
71
29
100
71
29
100
70
30
100
Schulman, Ronca & Bucuvalas, Inc. - page C-27
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-57
Have your CAREER goals been raised, lowered, or unaffected
as a result of your interaction with the VR&E program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,907
3,577
1,037
Raised
Lowered
Unaffected
TOTAL
Sum may not add to 100% due to rounding.
55
13
32
100
56
14
30
100
58
13
29
100
TABLE C-58
Are your career goals more realistic as a result of the
program?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,903
3,579
1,035
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
59
26
15
100
59
25
15
100
60
23
17
100
TABLE C-59
At this time, would you say that your career goals have been
met?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,911
3,580
1,035
Yes
No
Don't know
TOTAL
Sum may not add to 100% due to rounding.
35
59
6
100
35
58
7
100
36
59
6
100
Schulman, Ronca & Bucuvalas, Inc. - page C-28
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-60
Overall, how satisfied are you with VA's VR&E program?
Base: Participants who had either completed or withdrew from the program.
2001
2002
%
%
2004
%
Unweighted N
2,289
2,799
772
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied
TOTAL
Sum may not add to 100% due to rounding.
50
27
8
10
5
100
51
26
8
9
6
100
53
26
8
10
3
100
TABLE C-61
Which of the following VR&E services were the most helpful?
Base: All participants.
Unweighted N
Evaluation, testing, and planning your rehabilitation program
Payment of tuition, fees, books, supplies, and/or monthly subsistence
Personal contact with counselor(s)
Identification of medical and other rehabilitation issues
Education/training
Help in finding a job
None
Multiple mention.
2001
%
2002
%
2004
%
2,916
3,579
1,032
32
85
41
24
59
11
5
30
86
39
25
55
11
5
32
85
42
23
56
12
6
Schulman, Ronca & Bucuvalas, Inc. - page C-29
2004 VA Vocational Rehabilitation & Employment Program Satisfaction Survey
TABLE C-62
Which of the following VR&E services did you need the most?
Base: All participants.
Unweighted N
Evaluation, testing, and planning your rehabilitation program
Payment of tuition, fees, books, supplies, and/or monthly subsistence
Personal contact with counselor(s)
Identification of medical and other rehabilitation issues
Education/training
Help in finding a job
None
Multiple mention.
* Less than 0.5%.
2001
%
2002
%
2004
%
2,911
3,571
1,031
21
82
27
23
58
28
1
20
82
26
22
56
29
1
22
83
29
21
55
30
*
TABLE C-63
Would you recommend this program to other disabled
veterans?
Base: All participants.
2001
%
2002
%
2004
%
Unweighted N
2,894
3,508
1,022
Yes
No
TOTAL
Sum may not add to 100% due to rounding.
92
8
100
92
8
100
93
7
100
Schulman, Ronca & Bucuvalas, Inc. - page C-30
2004 Vocational Rehabilitation & Employment Satisfaction Survey
APPENDIX G
METHODOLOGY
Schulman, Ronca & Bucuvalas, Inc.
2004 Vocational Rehabilitation & Employment Satisfaction Survey
TABLE OF CONTENTS
Methodology................................................................................................................ G-2
Questionnaire Mailing Protocol......................................................................... G-2
Response Rates ............................................................................................. G-12
Spanish Language Questionnaires................................................................. G-12
TABLES AND FIGURES
Table G-1: Survey Mailing Schedule ........................................................................... G-2
Table G-2: Final Sample Disposition by Phase ......................................................... G-12
Table G-3: Disposition of Spanish Language Questionnaires Sent to Puerto Rico ... G-13
Figure G-1: Advance Letter in English......................................................................... G-3
Figure G-2: Advance Letter in Spanish ....................................................................... G-4
Figure G-3: First Mailing Cover Letter in English......................................................... G-6
Figure G-4: First Mailing Cover Letter in Spanish ....................................................... G-7
Figure G-5: First Reminder Card – English and Spanish ............................................ G-8
Figure G-6: Second Mailing Cover Letter in English.................................................... G-9
Figure G-7: Second Mailing Cover Letter in Spanish ................................................ G-10
Figure G-8: Second Reminder Card – English and Spanish ..................................... G-11
Schulman, Ronca & Bucuvalas, Inc.
Page G-1
2004 Vocational Rehabilitation & Employment Satisfaction Survey
METHODOLOGY
Questionnaire Mailing Protocol
The mailing protocol, in accordance with the Dillman methodology, required that up to five
mailings be made to every person in the sample. The entire sample was sent an advance,
or pre-notification, letter informing the recipient that they had been selected for this study
and would shortly be receiving the questionnaire. As shown in Table G-1, this letter was
sent out in late October 2004.
Additionally, the purpose of the first letter was also to assure them this was a bona fide
study sponsored by the Department of Veterans Affairs, to convey to them the importance
VA placed on the study (it was hoped this would increase participation) and a postscript
inviting the recipient to visit the VBA website dealing with benefits as well as an invitation to
visit another website to learn about customer satisfaction surveys (see Figure G-1, page G3).
Residents of Puerto Rico received individually addressed letters in both English and
Spanish. The Spanish version of the advance letter can be seen in Figure G-2, page G-4.
TABLE G-1
Survey Mailing Schedule
Item Mailed
Audience
Date of Mailing
Advance Letter
Total Sample
October 29, 2004
First Mailing of the Questionnaire
Total Sample
November 5, 2004
Reminder Post Card
Total Sample
November 17, 2004
Second Mailing of the Questionnaire
Remaining Sample
December 3, 2004
Final Reminder Post Card
Remaining Sample
December 13, 2004
End of Field Period
January 17, 2005
Letters addressed to individuals no longer living at the address on the sampling file were
handled differently, depending on the situation.
x Valid forwarding address on file with the post office: letter forwarded
by post office, SRBI informed of new address, and address file updated;
Schulman, Ronca & Bucuvalas, Inc.
Page G-2
2004 Vocational Rehabilitation & Employment Satisfaction Survey
x Forwarding order expired, new address known by post office: letter
returned as undeliverable, letter re-mailed to the corrected address, and
address file updated; and
x Forwarding order expired, new address not known by post office:
letter returned as undeliverable and name removed from the active
sample file.
The advance letter was followed 7 days later with a large envelope containing a cover
letter, the appropriate questionnaire for that segment of the sample, and a pre-addressed
postage-paid return envelope. This package went to the entire sample. Returned mail was
handled with the same procedure as described above. The names of respondents were
removed from the active sample as questionnaires were returned. The cover letter
included with the questionnaire, also signed by the Under Secretary for Benefits, reiterated
the same points as the advance letter (see Figure G-3, page G-6).
Again, residents of Puerto Rico received copies of the cover letter and the questionnaire in
both English and Spanish. The Spanish version of the cover letter for the first mailing can
be seen in Figure G-4, page G-7.
A reminder card was sent to the entire sample 10 days after the questionnaire mailing
which asked them to complete and return the questionnaire as soon as possible (both
English and Spanish version shown in Figure G-5, page G-8). At this point there was not a
large enough return to eliminate those that had returned their questionnaires.
In turn, this was followed by a second mailing of the questionnaire about three weeks after
the follow-up card. The cover letter, in both English and Spanish, again stressed that
completing and returning the questionnaire would not affect the respondent’s current or
future benefits (see Figures G-8 and 9, pages G-9 and 10).
Lastly, about 10 days after the second copy of the questionnaire was mailed, a final
reminder card in both English and Spanish was sent to those who had not yet responded
(see Figure G10, page G11).
Schulman, Ronca & Bucuvalas, Inc.
Page G-5
2004 Vocational Rehabilitation & Employment Satisfaction Survey
Response Rates
The final disposition of the sample is shown in Table G-2. The final response rate for this
study was 57.7 percent. The response rate by phase ranged from a low of 53.8 percent for
the Evaluation and Planning to a high of 60.2 percent for Rehabilitation with Job Ready only
slightly lower at 59.0 percent.
TABLE G-4
Final Sample Disposition by Phase
Status
Evaluation &
Planning
Rehabilitation
Job Ready
Total
#
%
#
%
#
%
#
%
2,000
100.0
2,000
100.0
2,000
100.0
6,000
100.0
Ineligible
65
3.3
33
1.7
60
3.0
158
2.6
Bad Address
69
3.5
61
3.1
65
3.3
195
3.3
1
0.1
--
0.0
--
0.0
1
0.0
1,865
93.3
1,906
95.3
1,875
93.8
5,646
94.1
1,865
100.0
1,906
100.0
1,875
100.0
5,646
100.0
4
0.2
2
0.1
3
0.2
9
0.2
--
0.0
2
0.1
--
0.0
2
0.0
1,003
53.8
1,147
60.2
1,107
59.0
3,257
57.7
Mailed
Deceased
Eligible
Sample
Refusal
Away
Total
Complete
Spanish Language Questionnaires
Both questionnaires used for this project were translated into Spanish. These
questionnaires were sent to respondents in Puerto Rico along with the English version.
The respondents were able to select the questionnaire they felt most comfortable
completing. As was discussed earlier, the cover letters and the reminder cards were also
translated. Due to the small number of questionnaires being sent to Puerto Rico, it was not
cost-effective to produce machine readable Spanish questionnaires. Responses received
using the Spanish versions of the questionnaire were transferred to a machine readable
version prior to scanning into the final data set.
Schulman, Ronca & Bucuvalas, Inc.
Page G-13
2004 Vocational Rehabilitation & Employment Satisfaction Survey
Table G-3 shows the number of Spanish language questionnaires that were distributed and
the number that were returned.
TABLE G-3
Disposition of Spanish Language Questionnaires Sent to
Respondents in Puerto Rico
Total
Sent
Total
Returned
Spanish
Returned
Percent
Spanish
Evaluation and Planning
14
8
4
50.0%
Rehabilitation
12
9
2
22.2%
Job Ready
14
8
6
75.0%
TOTAL
40
25
12
48.0%
Phase
Overall, the response rate from Puerto Rico was 62.5 percent. All most half of the
respondents from Puerto Rico chose to respond using the Spanish questionnaire. There
was a different usage rate of the three Spanish versions of the questionnaire. The
numbers are too small to give an indication if there is an underlying reason for this or if it is
just a statistical anomaly. With half the respondents completing the Spanish questionnaire,
it is clear that the Spanish versions should continue to be used.
Schulman, Ronca & Bucuvalas, Inc.
Page G-14
| File Type | application/pdf |
| File Title | untitled |
| File Modified | 2005-03-16 |
| File Created | 2005-03-16 |