The Florida Division of Vocational Rehabilitation (DVR) implemented an Order of Selection (OOS) in 2008 due to insufficient resources to serve all eligible customers. The agency had a long waitlist and a backlog of customers waiting to be seen by counselors for employment planning. In response to this situation, DVR used American Recovery and Reinvestment Act (ARRA) funds to establish a call center in 2009, hiring hourly, non-benefitted staff to contact customers on the waitlist. The purpose was to keep customer information current and to determine whether they were still interested in and available for VR services. As a result of the call center, DVR was able over a period of one and a half years to significantly reduce the waitlist and serve customers prioritized as having most significant and significant disabilities without wait.
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