2015 Beneficiary Satisfaction Survey Briefing Report to Employment Networks October 2, 2017 This communication is printed, published or produced and disseminated at U.S. taxpayer expense.
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA 2 Presentation Overview Purpose Methods Results • Quantitative • Qualitative Conclusions 37% Your EN Report Card Questions
3 Purpose Ticket to Work (Ticket) is a Social Security program for adults age 18 through 64 who receive Social Security Disability Insurance (SSDI) benefits and/or Supplemental Security Income (SSI) payments due to disability or blindness. • It offers these individuals choices for receiving employment services or other supports necessary to obtain their vocational goal. Beneficiary Satisfaction Survey – conducted periodically to assess Ticket beneficiaries’ or their representative payees’ satisfaction with their Employment Network (EN) services • Gauge the needs and expectations of beneficiaries to effectively tailor the services being provided by ENs. • Provide satisfaction results via the program’s website to help beneficiaries make informed choices in selecting an EN. Conduct a multi-method analytic approach to achieve the goals of the survey and provide a comprehensive understanding of the beneficiaries’ experience with their ENs.
4 4 Methods
5 18 Months From Survey Development to Final Report Survey Data Analysis Report Writing Data Preparation Sampling Data Collection Development (Dec 2016 – (Dec 2016 – (June – Aug 2016) (Sept 2016) (Sept – Nov 2016) (Feb – May 2016) Mar 2017) July 2017)
6 6 Quantitative Results
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA 7 Who Responded to the Survey? 6,342 beneficiaries representing 372 Employment Networks (ENs) • Response rate of 21.4% ○ N is sufficient to address the analysis questions Receipt of EN Services Assignment Status Currently receiving 15% services from an EN 26% Assigned 37% Used an EN in the past, but no longer Unassigned 85% 37 % Never received services from an EN 3% Assigned : Beneficiaries who had assigned their Ticket 26% who “never received EN services” are likely to an EN for at least 3 months in 2015 due to misunderstanding of the survey question and those who had a Ticket, but never actually Unassigned : Beneficiaries who had unassigned their received services. Ticket in 2015
8 EN Utilization Reasons for Stopping Service with EN Usual Communication Methods Disability or health issues 22.2 45 41.1 Other 40 20.0 35 EN not able to find me a job 12.8 30.0 28.7 30 Not happy with EN 9.6 25 22.3 20.6 Worried about losing SSI or SSDI benefits 7.5 20 16.7 Worried about losing Medicare or Medicaid 5.8 15 Transportation issues 4.8 10 Decided not to work at this time 3.8 5 0 EN decided not to work with me 3.4 Phone - I call In-person Phone - EN Online - I Online - My Other my EN calls me send e-mails EN e-mails Not happy with the job my EN found 3.3 to EN me EN no longer in business 1.8 0 5 10 15 20 25 PERCENT Common “Other” methods: Postal mail, Common “Other” reasons: “I haven’t received text message, and fax machine. services in a while,” “I want to get a Ticket again.”
9 Reasons for Selecting EN Staff were nice, easy to talk to, and 26.8 knowledgeable Closest to where I live 22.5 EN Selection Willing to address my employment needs 22.2 Staff understood how to meet my disability- 16.0 related need Number of ENs Contacted Before Selecting The EN contacted me 14.0 60 Only choice where I live 12.7 50.5 50 Recommended by caseworker or provider 12.6 40 PERCENT Recommended by another person 11.1 30 26.0 Recommended by vocational rehabilitation 20 10.4 counselor 11.3 6.3 10 Only EN that returned my call 3.1 7.0 2.0 0.6 0 0 2 3 4 5 Other reason 1 6 or more 6.5 Number of ENs Recommended by another person who 5.1 receives benefits Majority of beneficiaries did not contact 0 10 20 30 PERCENT any ENs before choosing one. Common “Other” reasons: EN reputation, ENs accepting new clients, additional benefits such as incentives, and specific services, classes, and/or skills training offered.
10 Satisfaction with EN Experiences How my EN respected me 10.6 22.1 67.2 Satisfaction with EN Experiences How my EN supported me 20.7 26.3 52.9 Assigned and Unassigned beneficiaries Overall 22.8 26.6 50.6 had significantly different satisfaction results. My EN's understanding about types of jobs I My EN's understanding about types 21.3 32.2 46.4 want of jobs I want • Assigned beneficiaries reported higher levels of satisfaction for every The information my EN gave me about available 24.3 30.9 44.8 jobs in community experience, and unassigned The information my EN gave me about beneficiaries reported higher levels 24 32.3 43.7 resources to reach my employment goals of dissatisfaction for every My EN's ability to help me reach my experience. 25.6 30.7 43.7 employment goals My EN's ability to help me reach my Given that unassigned beneficiaries My EN's ability to help me reach my financial 25.9 38.3 35.8 financial goals goals likely unassigned their Ticket because 0 20 40 60 80 100 they weren’t happy with their EN in PERCENT Dissatisfied Neither Satisfied some way, these results make sense.
11 Goals for Money Earned Goals to Replace Some/All Benefits 45 41.0 Goals, by Assignment Status 39.7 40 37.1 34.6 35 24.9 Replace all 30 21.8 Assigned PERCENT 24.4 23.2 25 Agree 37.9 Unassigned 20 Replace some* Neither 32.6 15 10 Disagree 0 10 20 30 40 5 PERCENT 0 *Significant at .05 level Replace Some Replace All Fewer beneficiaries agreed that they wanted Assigned beneficiaries were more likely to want to replace all their benefits, compared to to replace some/all of their benefits than unassigned beneficiaries. wanting to replace some of their benefits
12 Evaluation of EN Characteristics Evaluation of EN Characteristics Physical accessibility 73 18.9 8 Business hours 68.3 25.2 6.5 7 of the 11 characteristics were rated as majority “good” by beneficiaries. Information provided in accessible 62.6 23.7 13.7 formats Comparing “bad” ratings from 2014 to 2015, Staff knowledge 60.8 27.4 11.8 most improvement in: business hours, staff My EN's understanding about Location 58.5 27.5 14 types of jobs I want support, how quickly staff returned phone calls Staff support 57 26.4 16.6 “Good” Other examples: EN helpfulness/ How quickly staff returned phone calls 55.3 27.4 17.3 friendliness, support/encouragement, personal or emails attention, resourcefulness Time waiting for follow-up services 47.6 29.2 23.2 Job search help “Bad” Other examples: Understanding of job 45.4 27.6 27 needs, provision of job listings, keeping the Local job information 44.2 28.9 26.9 beneficiary informed, equipment needs My EN's ability to help me reach Other (computers, headsets) 35.6 8.6 55.8 my financial goals 0 20 40 60 80 100 PERCENT Good Fair Bad
13 Services Wanted, Received, and Hoped for 36.4 Job planning Services Wanted, Received, 30.8 24.4 29.6 and Hoped For Help building my résumé 32.6 22.6 30.5 Most wanted: Help finding a job and Help learning a skill 18.6 27.7 job planning 37.8 Help finding a job 28.4 25.7 Most received : Help understanding 30.3 Coaching on how to perform job 22.3 duties with my disability/disabilities 27.0 how having a job can affect benefits 31.1 Help getting services from other and building a resume 16.9 organizations 31.7 33.9 Help understanding how having a job Most hoped for : Help getting 36.5 could affect my benefits 23.1 services from other organizations 25.7 Help getting accommodations 17.4 25.1 and help learning a skill 28.3 Job interview preparation 26.1 23.8 4.0 Other 1.3 Wanted 3.6 Received 0 10 20 30 40 Hope to receive PERCENT
14 Beneficiary Employment Hourly Wage 57.0 Hours worked per week 60 50 41+ 2.3 40 PERCENT 36-40 16.8 30.6 30 31-35 4.5 26-30 11.2 20 21-25 16.8 7.1 10 3.2 16-20 24.5 1.2 0.9 0 11-15 11.3 $1-5 $6-10 $11-15 $16-20 $21-30 $31+ 6-10 8.2 Hourly Wage 1-5 4.4 Of those who work: 0 5 10 15 20 25 30 Percent • Over three-quarters work 30 hours/week or less 47% employed, 53% unemployed • ACA defines full-time work as 30 hours or more per week (no change from the 2014 survey) • Average hourly wage is $11.99 • Over half made $6–10 per hour
zyxwvutsrqponmlkjihgfedcbaZYXWVUTSRQPONMLKJIHGFEDCBA 15 Annual Salary & SGA/TWL Annual Salary SGA TWL $50,000 and up 2.8 At $35,001-50,000 4.2 least SGA, 13.0% $25,001-35,000 6.1 At least TWL, 24.8% $15,001-25,000 17.2 Less than $10,001-15,000 33.7 Less than TWL, 75.2% SGA, 87.0% $5,001-10,000 27.1 $1-5,000 8.9 0 10 20 30 40 Percent A vast majority are not engaging in SGA and are On average, employed beneficiaries made not making enough to meet the TWL amount. $15,555 per year • 87% make less than SGA ($1,130/month) • 75.2% make less than TWL ($810/month)
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