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FAQ for Service Providers

Topics (in alphabetical order):

Frequently Asked Questions

Activating the headings using enter from the keyboard expands the answer text underneath the question, so it can be read.

CARF (Commission on Accreditation of Rehabilitation Facilities)

Question: Our agency information needs to be updated to reflect our recent CARF re-accreditation. Who do I need to contact to see that this information is updated?

Response: DVR does not require or track CARF accreditation for our service providers.

Case Closure - Timing with 90 Days Reached

Question: I have a DEAF consumer who reached his 90 days on the job. The employer, however, indicated many problems on the job with the consumer. The Service Provider proceeded to close and collect payment of 90 days hire. I said, no, we should meet to discuss what problems there are on the job.

Response: It was just for situations like this that we made sure to revise the technical specifications to clarify that 90 days is the minimum and all DVR case closure criteria must be met. You should not pay until this is achieved.

Disclosure of Disability

Question: Who handles confidentiality requirements regarding disclosure to employers?

Response: DWD 68.13 release of records to employers: Relevant information from a client's case record may be released to a potential employer without consent of the client in order to ascertain the possibilities of a job placement for the client if no client identifying information is disclosed. Oral consent of the client must be obtained, whenever possible. Client identifying information may be released to a potential employer only with the informed written consent of the client.

Double Dipping / Co-funding

Question: Can DVR pay for services to a group that receives funding to provide the same service from another source?

Response: Services cannot be provided with DVR funds to entities that receive funds to provide the same service to the same consumer. For example, personnel from a school district cannot provide DVR funded services to a consumer/student from their district because they receive funding from another entity to provide the same services to that consumer/student. DVR can accept a service provider agreement from an entity to provide services that are substantially different than those services they provide with other public funding.

There may be circumstances where two entities share funding responsibilities for a service. These situations should be discussed in detail and agreement reached as to the funder of record. Please review published guidance and interagency agreements for additional detail and instructions.

Employment Preparation Need

Question: Basic Preparation is listed in the technical specifications for Job Preparation, Development and Placement. When would this service go over what is expected as part of the service?

Response: Consumers referred for job development should have most barriers addressed and be ready in large part to begin a search for employment. Some consumers have basic preparation needs, for example; updates to resumes, some practice interviewing, information to be compiled to fill out applications etc. These basic needs should be addressed and provided prior to the development of a job development plan. If the service provider feels the consumer will take a great deal more preparation to begin, they should contact the DVR Counselor to discuss other approaches.

Hire Payment - Consumer fired first day

Question: Would DVR have to pay for a hire if the consumer gets fired on the first day?

Response: Yes. A hiring milestone payment is made upon an offer of employment, acceptance of the job by the consumer and a start date is established. There would have to be extraordinary reasons for non-payment of a hire. If there is evidence of fraud or unethical behavior by the service provider an investigation could be done. This would be a rare occurrence.

Hire Payment - Second

Question: Under what circumstances will DVR pay for a second hire?

Response: This is a judgment call. Payment of a second hire fee should be handled as a rare occurrence and the team should agree on the appropriate action. Factors to consider include the reason for termination or quitting and whether the service provider fulfilled the expectations laid out in the Job Development Plan.

Job Coaching - Systematic Instruction

Question: Can DVR purchase Systematic Instruction to supplement On-the-Job Training (OJT)?

Response: Yes. Systematic Instruction may be purchased to supplement an OJT. However, an OJT involves payment to the employer to offset wages so that the employer can provide extra training of the consumer. Systematic Instruction is more likely to occur in combination with Temporary Work or Job Development Hire.

Job Development Plan - Review Date Requirements

Question: Does the job development plan require the same review every 60 days?

Response: Yes. The job development plan requires a face to face review to be conducted every 60 days while the job search continues to refine elements contained in the plan and make changes as needed. If the consumer, DVR counselor or service provider feels the plan and associated progress needs review on a shorter review schedule, this could be done. At a minimum, it should be reviewed every 60 days.

Job Placement and Development - Provider as employer of record

Question: Will DVR pay for job development and placement hire fees when a provider places an individual in their own place of employment or contracted site they are operating? Where they are the employer of record?

Response: The DVR Service Provider will not receive payment for a hire if they are the employer of record and/or place consumer in their own place of business. Although this is not a preferred practice, a DVR Consumer may still be hired to work for an existing DVR Service Provider, but prior to application or interview at a DVR Service Provider business, full disclosure and consultation must be made to the DVR consumer and DVR by the DVR Service Provider. There should be discussion about how the issue of a current consumer performing work for a DVR Service Provider will be handled due to possible ethical boundary and role issues that may be at play.

The following must also be considered prior to the DVR Consumer accepting the position:

  1. The DVR Counselor in consultation with the DVR Consumer and the WDA Director must determine that the position is an appropriate match for the consumer, consider why this position is chosen rather than one with another business, and is in alignment with the DVR Consumer's IPE goals.
  2. Position must be competitive and integrated with commensurate hours and wages.
  3. Position was made available to the general public.
  4. Systematic Instruction (SI), Job Retention, and Transition to Long Term Support services may be authorized to a DVR Service Provider serving as employer of record if the DVR Consumer via informed choice decides to continue to work with the DVR Service Provider. The consumer can choose to work with another DVR Service Provider after full consultation.
  5. As with all other job placements, services and reporting must be delivered according to the DVR Technical Specifications and DVR Service Provider Personnel providing services (e.g. SI) to DVR consumers must be listed in the DVR Service Provider's Online Account and meet all DVR Service Agreement requirements prior to working with the DVR Consumer. Per Agreement for Services Section 2 (Assurances/Non-Assurance), DVR must be assured that entities completing Agreements with DVR meet performance outcomes and provide equitable and quality services to all DVR consumers.
  6. DVR staff provide detailed documentation in IRIS regarding hiring process and decision.
  7. If a WDA has reason to believe that a DVR Service Provider(s) is not following the required process, the WDA Director or Supervisor must document the incidents in IRIS via the Service Provider Resolution Form and consult with the DVR Bureau of Consumer Services Director or Assistant Director and DVR Contract Specialist to determine next steps.


Meeting Requirements

Question: Also, can the "staffing" be done via a phone call between counselor and service provider?

Response: Yes, but this should be the exception rather than the rule. As much as possible, a "staffing", "three-way meeting", or "team meeting" should be conducted in person to ensure balanced participation and the most effective communication of consumer needs and strategies to address them.

Meeting Space

Question: What qualifies as an "accessible confidential meeting place"? Are service providers who do not maintain an office, but meet with consumers in confidential public places by mutual agreement, able to be service providers?

Response: Yes. As long as each provider is able to identify an accessible and confidential meeting place they can and should be vetted. It is up to the discretion of the WDA Supervisory staff what they accept as identification. If a provider does not have their own office space, they could provide a copy of an agreement for public space use (library, school etc.) This location cannot be a private residence. DVR cannot provide meeting space for providers to use on a regular basis. Meetings held by a service provider with both DVR consumers and DVR staff in attendance is allowed in DVR offices.

Meetings - Progress

Question: Is there a second team meeting after the initial 3 way meeting when the Job Development Plan is completed?

Response: There are as many meetings as make sense to establish an effective plan leading to the desired employment outcome.

Referral Information

Question: What kind of referral information is appropriate for Job Development and Supported Employment?

Response: For Job Development, there is no 'requirement' as a discussion should be had with the provider and DVR counselor about what information is needed so the provider may move forward with the service. As for Supported Employment, the Career Profile Referral must be completed by the DVR Counselor and sent to the provider. If a provider does not receive this information or any other information they feel is required to provide the service they should ask the DVR counselor to provide the requested information. The purpose of referral information is to identify employment barriers in such a way as to provide the most current picture of consumer functioning to the service provider that is based on mutually identified needs.

Reporting - Consumer Identification

Question: The provider is to send a separate document for each consumer progress report. Yet batch faxing is allowed. Please clarify.

Response: Individual consumer reports should be reported on separate pages. This is to make sure one consumer's information is not included in reporting for another consumer. Providers may submit reports for multiple consumers and batch them if they like but they need to make sure that consumer information is placed on discrete pages.

Security Awareness Training

Question: If reports are faxed and not sent electronically, what is the reason for the security awareness training requirement?

Response: It is required to ensure confidential practice when exchanging information over the internet via email, text, or other method. Provider and DVR staff often exchange information regarding consumers via email and phone. New provider staff are required to complete the DVR Information Technology (IT) Security Awareness Training course prior to working with DVR consumers and/or consumer related information. Certificates of completion are required as part of the service agreement.

Service Agreement - Limited time availability of provider

Question: Can DVR sign an agreement with service providers who are only able to accept limited referrals or referrals only in the summer?

Response: No, Service Agreements are typically approved for a one year term and requires a provider to accept all referrals made for all consumers authorized. The authorization/agreement and resulting services can only be severed in consultation and agreement with DVR. Any decision not to accept a referral or sever an agreement based on an authorization of service, requires DVR supervisory level approval.

Service Agreement - Outcome reports other than job development

Question: The agreement seems to relate primarily to Job Development providers. For example, what is expected in an outcome report for benefits analysis, systematic instruction, and vocational evaluations?

Response: While currently DVR tracks data for benchmark payments of job placement and supported employment services for billing, criteria for specific measurement for providers of other statewide services are currently under development. It is likely to include: consumer satisfaction, timeliness of service, quality and usefulness of reporting and meetings/staffings, wait list status and capacity to serve. Until this specific criterion is identified, they should provide information asked of them locally.

Service Agreement - Service to all disability groups

Question: Will DVR approve statewide service agreements for providers who only serve consumers from within a specific disability group?

Response: Statewide service agreements will be granted to providers who will accept referrals from the general caseload including all disability groups. If a service provider receives a majority of its funds from state/federal single disability grants, DVR will waive the services requirements to serve all disability groups e.g. Individual Placement and Support (IPS) Service Providers. This waiver will be granted for the year the service agreement has been approved by DVR and not meant to be in perpetuity. If there is a local provider that can serve people from specific disability groups for other services not included in the statewide service agreements, local agreements can be developed if it is determined that these services would be beneficial to improving employment outcomes.

Service Provider Declines Referral

Question: Can a service provider decline a referral?

Response: Provider must accept all referrals made for all consumers authorized. The authorization/agreement and resulting services can only be severed in consultation and agreement with DVR. Any decision not to accept a referral or sever an agreement based on an authorization of service, requires DVR supervisory level approval.

Training New Service Providers

Question: Can training for new service providers be provided centrally, so new service providers can utilize collective best practices?

Response: Best practice information should be shared during the quarterly meetings held in each WDA. Training is developed locally and centrally and is implemented based on local need. There are training opportunities provided statewide and advertised by a number of professional organizations. Ongoing professional development, continuing education and professional group affiliation is encouraged.

Wages Included in Fees

Question: When are they included in the fee and when are they to be paid by DVR?

Response: DVR will assist with wage costs for Internship Temporary Work (I/TW). Wages are not included in the On-the-Job Assessment, Set-up, and Monitoring payment for the service and are to be paid separately using the following guidelines:

  • The expectation is that all salary payments are to be handled through the site employer's payroll. (A separate Purchase Order must be issued to the employer for the wages and a 25% administration fee.)
  • If the employer cannot or will not handle the salary payments, the service provider should act as the employer of record. (A separate Purchase Order line must be added to for the wages and include a 25% administration fee.)
  • If the service provider cannot act as the employer of record, wages should go through the DVR Employer of Record provider. The Employer of Record needs all paperwork at least two weeks prior to start date. All other processes requirements apply.


Waiting List - Service Provider

Question: What should DVR staff do when a provider reaches full capacity and cannot accept new referrals and develops a waitlist?

Response: If a provider develops a wait list and this provider has been selected by consumer choice the consumer needs to be made aware of the wait list if it is over 30 days. The consumer should be made aware of the wait list and offered the choice to select a different provider. No written authorization for services will be issued until the service provider can serve the consumer and comply with the timeframes indicated in the technical specifications and fee schedule.

Questions? Please contact:

Contracts Specialist
Division of Vocational Rehabilitation
PO Box 7852
Madison, WI 53703-7852
Voice: 608-266-0177
FAX: 608-266-1133

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