In Fiscal Year 2001, the Washington Division of Vocational Rehabilitation (DVR) did not have adequate funds to serve all eligible customers, and was required to implement an Order of Selection (OOS) policy. DVR used a variety of management practices to implement the OOS policy, including: a) reducing the cost of purchased services, b) counselor training on priority category implementation, c) releasing names from the waitlist and processing cases, d) counselor training on caseload management and service policies, e) revision of the customer referral process, and f) customer workshops on employment readiness. Implemented under new DVR leadership, the practices allowed the agency to reduce the waitlist and end the OOS policy in 2008.
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