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NC Department of Health and Human Services Division of Services for the Blind

Vocational Rehabilitation Business Relationship Training

DSB Vocational Rehabilitation employees can get the following trainings:

Employment Outcomes Professional Training

DSB Objectives of Training

Since 2000, all new VR staff receive training on Employment Outcomes Professionals. This is the only training offered that has a direct cost of $350 per participant to cover the cost of training material available from Employment Management Professionals, Inc., Toronto, Ontario which owns its copyright.

Section 1: Approaches/ Models for Use in Job Development, Development Model, Marketing Model, Cognitive Model

Each participant will have a thorough knowledge of Models used in vocational rehabilitation business development and placement, the differences in the models.

1.1 Where is the VR focus for each model
1.2 Job Ready vs. Placement Ready

Participants will have a thorough knowledge of how to apply different models to different situations depending on the business development and placement needs of the consumer.

Section 2: Identification of What Model Best Fits, What Consumer, Profiling Caseloads

Participants will be able to identify the particular needs of the individuals and determine what services are needed from VR in order to go to work. Development Focus, Market Focus, Cognitive Model?

Participants will define those in need of cognitive intervention and limitations on services.

Section 3: Employer Needs Analysis, Business Development and Exchange Theory

Participants will understand the basis of exchange theory and begin to think about discussions with employers that augment our value-added services.

Section 4: Planning Discussions with potential employers, Beginning the process of interview planning to be continued in the next training

Participants will have the basics on question development and how insightful questions can result in perception of Valued Added and influence the hiring decision.

The Artful Interview and Old Maids

This training covers employer development, sales planning, lessons learned from Socrates, Alice, the Queen and from a raucous game of Old Maids.

Objectives of Training

Craig Respess, Presenter

Effective SFY07, all new VR staff and others at the discretion of DSB Administration, will receive training on The Artful Interview & Old Maids. There are four parts of the Interview training. These are incorporated into one training session.

Section 1: Review DSB Employment Initiative Tenets
Section 2: Meeting Planning
Section 3: Handling Objectives
Section 4: Customer Service

Section 1: At the completion of the section, participants will be well versed in:

Identifying what supports individual consumers will need in order to go to work, what employers need in order to make hiring decisions, and introduction in asking the right questions in an interview.

  • Employability, Credibility & Access
  • Developmental and Marketing Approaches to VR
  • Employer Needs, Features and Benefits
  • Socratic Sales- framing the question
  • The Interview & Old Maids

Section 2: At the completion of the section, participants will be able to:

Complete a 12-step meeting plan including

  • What do you want?
  • Planning the Questions
  • Asking Power Questions
  • Practicing the Meeting
  • Close & Following
  • Self Evaluation

Section 3: At the completion of the section, participants will be able to:

Manage most all employer objections

  • Power Response to objections
  • Forestalling the anticipated objections
  • Managing the top 10 objections to hiring people with disabilities
  • Discuss Myths, Facts and Stats about employment of people with disabilities

Work Experiences Training

Objectives of Training

The objective of the DSB Work Experiences Training is to familiarize all Vocational Rehabilitation and related staff with the basic tools available to them in working with businesses in their business relationship development.  Included will be legal and functional review of services, including:

  • On-the-Job Training
  • On-The-Job Training for Youth
  • Child Labor Laws
  • Trial Work Experiences
    • For Assessment
    • For Vocational Exploration
    • For Assessment
    • For Ineligibility Determination
  • Work Experiences for Placement
  • Job Shadowing
  • Work Without Pay and Keeping It Legal

At the conclusion of the training, all participants will be versed in the various services they can provide business partners and will have the physical tools they need in order to implement the services (all participants will be provided a “Tool Kit”).  Concluding the Work Experiences Training, will be

Work Opportunities Tax Credit – What it is, What it isn’t, and How to Make it Work for Your Business Partners

The WOTC training will also include review of the various tools available to staff with which to work with businesses and “keeping it simple;”  basically, all the VR staff member needs is a couple of signatures.

Americans with Disabilities Act Training

Effective SFY07, all new VR staff and others at the discretion of DSB Administration, will receive training on the Americans with Disabilities Act as it pertains to employment discrimination.  There are four parts of the ADA training and employment discrimination.  These are incorporated into one training session.

Section 1: ADA, An Introduction
Section 2: ADA, Applications and Interviews and
Section 3: ADA & Visual Impairments
Section 4: Situational Analysis and “You Be the Judge”

Section 1: At the completion of the section, participants will be able to define key ADA concepts

  • Who is Covered by the ADA
  • Qualified Individual
  • Essential Job Functions
  • Reasonable Accommodation
  • Undue Hardship
  • Direct Threat
  • Associative Discrimination

Section 2: At the completion of the section, participants will be able to discuss with the public and consumers:

What is a reasonable accommodation for the application process

  • Means of asking for accommodation
  • Discussing disability with a potential employer
  • Discussing accommodations to perform the job
  • How to Answer the Illegal employer question

Section 3: At the completion of the section, participants will be able to  define and discuss with the public or employers:

  • Qualified individual with a visual impairment
  • Employers obtaining or use of visual and/or medical information
  • What Employers need to know about visual accommodation
  • Visual Impairment and Employer Safety Concerns

Section 4: At the completion of the section, participants will be able to discuss case analyses and particular situations that might be or might not be a violation  of ADA employment law, identify why or why not the situation is a violation and be able to defend their position to the presenter and other members of the group.

"Give ‘em the Pickle " Quality Customer Service in Changing Environment

Objectives of Training

Vocational Rehabilitation, like other human service organizations, is rapidly adopting the “dual-customer” approach to operation.  The customer and the business partner are both customers.  With the use of PowerPoint and DVD, and general and small-group discussions, the facilitator will work with the participants in going beyond the dual-customer approach to “the trilogy” of customer services.  At the conclusion of the training, participants will have identified:

  • The three customers in “the trilogy”
  • The fluid nature of managing customers
  • Delivery of Quality Customer Services
    • What do the customers expect?
    • What can we deliver?
    • What we can deliver without fail?
  • Four Principles of Quality Customer Services
    • Service
    • Attitude
    • Consistency
    • Teamwork
  • Setting Personal and Team goals that are SMART
    • Specific
    • Measurable
    • Attainable
    • Realistic
    • Time-Focused

Participants will be encouraged and challenged to develop a Personal Action Plan of Quality Customer Services with which to return to their respective offices and various duties.  It is hoped that “Give ‘em the pickle,” will become an insider’s catch-phrase for noting the delivery of quality customer services. 


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