A. Evaluates OVR performance and service delivery.

At each RAC meeting the Council receives a report from either the Executive Director or Central Office staff concerning fiscal, programmatic, and legislative issues which impact service delivery. The RAC played an active role in the development of Pennsylvania's order of selection criteria and regularly monitors the impact of its implementation through analysis of waiting list data. The Council also monitors performance through attendance at the OVR State Board meetings and various public meetings throughout the year.

Goal(s):

Develop a consistent process to review and comment on OVR outcome data, hearings, waiting list data, etc.

Activity(ies):

The Council developed a schedule of presentations by OVR Central Office staff throughout the year. These presentations were designed to gather information about programs and service delivery processes, and to answer specific questions identified by Council members and the constituents they represent.

B. Assists in all phases of the State/Federal compliance plan and strategic plan.

RAC members routinely attend OVR public hearings in each OVR district throughout the Commonwealth. This allows the RAC to fulfill a number of its monitoring mandates, as well as providing a mechanism for the Council to obtain a broad base of information. This information is used when forming its own comments and recommendations for the compliance plan and strategic plan.

Goal(s):

Assures RAC representation at OVR public meetings this fiscal year and uses the crosswalk process to analyze OVR planning documents.

Activity(ies):

A committee was formed to synthesize information received throughout the year and to review it against the 1995 State Plan.. This process proved efficient and effective. The RAC also believes it assured greater consistency among the documents and will facilitate future monitoring activities.

C. Reviews and analyzes data gathered concerning customer satisfaction.

OVR staff regularly offer presentations to the RAC concerning customer (consumer) satisfaction data, analysis of statewide public meetings regarding effectiveness of service and service needs, and development of the annual State Plan.

Goal(s):

• Establish a standard procedure for receiving, reviewing and providing feedback regarding the customer satisfaction data analysis from OVR staff.
• Provide recommendations to OVR regarding use of customer satisfaction data analysis in modification of service policies and practices.
• Provide recommendations on all new customer satisfaction initiatives by OVR in order to coordinate rather than duplicate information collection and analysis.

Activity(ies):

In essence, the RAC chose to act as a committee of the whole concerning customer satisfaction. While this method allowed the RAC to meet its obligations, as the year progressed, it became clear that further refinement was needed. One outcome of the August planning retreat was formation of a committee to monitor OVR activities, to have input into the OVR public meeting content, and to identify additional methods for the RAC to assess customer satisfaction without duplicating OVR efforts.

D. Prepares an annual report to the Governor and RSA Commissioner.

The RAC completed and distributed an annual report for FY 94-95. The report discussed the Council's goals and accomplishments for the year. It also identified numerous goals for FY 95-96.

Goal(s)

• Complete and distribute an annual report for the previous fiscal year by the end of the first quarter of each new fiscal year.
• Increase distribution to include advocacy groups, school districts, colleges, universities, and library networks.

Activity(ies):

These goals will be met with the completion and distribution of this report. The annual master calendar has also been adjusted to provide sufficient time to plan, write, and print the report in the future.

E. Maintains active linkages with the State Board of OVR, State Independent Living Council (SILC), individual Centers for Independent Living (CIL), IDEA, OVR District Office,Consumer Advisory Committees (CAC), other advisory councils, and numerous associations.

In addition to formal representation requirements several RAC members are active with groups in their geographic area, such as local Centers for Independent Living, OVR District Consumer Advisory Committees, and community advocacy groups. Members bring information and issues for discussion to the RAC meeting and in return, provide information and feedback to their local groups.

Goal(s):

• Develop a process for formal exchange of minutes and information with CILs, CACs, and other groups within the OVR system.
• Develop and implement strategies to increase participation of other groups and associations in RAC meetings.
• Establish Email, On-Line and Bulletin Board capabilities to facilitate communications with citizens unable to personally attend RAC meetings.

Activity(ies):

The RAC uses the OVR distribution system to exchange information with other committees and personnel. This has proven to be an effective and efficient method to communicate with the OVR "family". RAC members share meeting information and handouts with the constituencies they represent. Time is also allowed on the RAC meeting agenda for members to bring information from their organizations to the attention of the group. The RAC office established Email and on-line capability through America On-Line. The Council is studying the feasibility of expanding this capability through a web site and bringing all members on-line.

F. Prepares, supervises, and evaluates implementation of the annual RAC Resource Plan, including staffing and other supports.

In 1994, the RAC and OVR determined that the RAC could best meet its mandates through support staff dedicated to the project. To affirm the RAC's independence from the state system, an RFP was developed and an outside vendor, United Cerebral Palsy of the Capital Area in Camp Hill, PA, selected. The list of contractor's duties is included as an appendix to this report.

Goal(s):

• Complete a formal Resource Plan to provide structure in the following areas: Staff utilization; Meeting planning and facilitation; and Reimbursements to members.
• Hearings, forums, etc. as deemed necessary to carry out the duties of the RAC.
• Develop a monitoring process to assure that the grantee performs in accordance with the specifications set forth in the staff support grant.

Activity(ies):

Support staff worked with the Executive Committee to assure that all areas of the Resource Plan were addressed. A tool was developed for the Committee to review staff performance. In addition, OVR monitored contract implementation through the Grants and Facilities Management section.

G. Reviews, advises, and assists in the development of all OVR policies and programs.

During the year, the Council monitored implementation of policies in several areas in which it previously had input, including: eligibility/order of selection; coordination of transition planning from school to post-graduate service; vehicle modifications; purchase of durable goods; development and implementation of an OVR grant with Special Education Mediation Services (SEMS) to conduct appeals hearings.

Goal(s):

• Monitor policies and programs previously reviewed for implementation and potential need for revision;
• Assure all new policies and programs under discussion are included as agenda items at RAC meetings.

Activity(ies):

Input was provided regarding policy changes in use of chiropractic services.