UNIVERSiiV or- NORTHE N
8\ITIS! a CO!JJ,.~BIA
U8RARY

Prlnc1i Geoap, BC

Assessing Vocational Rehabilitation Practices
at Employment Action in Prince George
Azusa Hori
B.A., Kochi University, 2005

Project Submitted In Partial Fulfillment of
The Requirements for the Degree of
Master of Arts
m

Di sability Management

The University of Northern British Columbia
February, 2009
© Azusa Hori, 2009

Table of Contents
Table of Contents ................................................ .............. .. ....... ............................. ... ... ...... I
List of Tables ....... .......................................................... ........ ... ........................................... 2
Acknowledgement .......................................................... ........................ ............................ 3
Introduction ......................................................................................................................... 4
Literature Review ................................................................................................................ 5
The benefits of the employment on health ...................................................................... 6
Difficulties entering into the workforce for people with disabilities ............................ .. 8
The importance of assessing the vocational rehabilitation practices ...... ........................ 9
Consumer involvement ................................................................................. ............. I 0
Measuring service satisfaction ................................................................................. I 0
Difficulties with consumer involvement .................................................................... 12
Nonprofit organizations and funding .................................................... .................... .... 14
Voices of nonprofit organizations .............................................................................. 15
Methodology ..................................................................................................................... 18
Participants .................................................................................................................... 18
Measures ..................................... ..................... ........ ............ .... ... ..... ...................... .... ... 19
Procedures ......... ............... ................ ............ .............. ...................... .... .. ........... ............ 20
Analysis ......................................................................................................................... 20
Results- Employment counselors ............... .. ............................ ..................................... 20
Successful service delivery ........................................................................................ 21
Challenges ............. .... ........ ........... ................................................. ......... ................... 22
Challenges with clients .................. ........ ............ ... ... ..... ... .......... ....... .... ............... . 22
Challenges with other agencies in Prince George ................ .............................. .. 23
Challenges with the federal governments ...................................... .................. ..... 24
Recommendations ......... ............ .................. .... .................. .......... ........... ................ ... 25
Results- Clients ................... ..... .................... ....................................... ................... ....... 26
What works .............. ...... ........................................................... .................... ............. 31
Problems and recommendations ............................................................................... 33
Discussion ......................................................................................................................... 34
Conclusion ........................................................................................................................ 37
References .............................. ................................................................................ ........... 39
Appendix AI- Participant Information Sheet for clients .......... .................. ...................... 4I
Appendix A2- Participant Information Sheet for employment counselors .......... ............ . 44
Appendix B- Letter of consent.. .......................................................................... .............. 4 7
Appendix C- Survey questions for clients ........................................................................ 48
Appendix D- Question sheet for employment counselors ................................................ 50
Appendix E- Demographic information sheet for clients ................................................. 51
Appendix E- Demographic information sheet for employment counselors ..................... 52
Letter of consent for the access to Employment Action ................................................... 53

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List of Tables
Table 1 Demographic information of employment counselors ..... . ....... . ....... ..... ...... 21
Table 2 Demographic information of clients ............ . .. . . .. .... ................. . . . ....... ... 28
Table 3 Questions and results . . ...................... ................. ........ . .. . ....... . .. . ..... .29

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Acknowledgement
First of all, I would like to thank Lorna Dittmar, who was the executive director at
Employment Action, for having had me as a practicum student and providing me a great
opportunity to study vocational rehabilitation. I would also like to thank all the staff at
Employment Action for helping me throughout the practicum period and cooperating
with the project. I am very grateful for clients who shared their thoughts for the project.
I would like to thank my supervisor, Dr. Josee Lavoie, for giving me appropriate
guidance and sincere support in the last few years.
Last of all , I would like to thank my dear husband, Joseph, for his unconditional
support and love.

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Introduction
Being employed is generally viewed as a normal occurrence by most of the adult
population. For those living with disabilities, however, there are various challenges not
only to enter the workforce, but also to maintain their positions at work. Therefore, it is
paramount that those in need receive adequate support in their search for employment.
Firstly, disabilities impact on one's physical or mental health. Some struggle with
multiple disabilities. With or without disabilities, benefits of employment often go
beyond financial stability. Employment not only brings income to one's life, but also
helps to build self-esteem (Rantakeisu & Jonsson, 2003). Although employment can
improve quality of life for people with or without disabilities, frequently people with
disabilities need to overcome various issues in finding a suitable employment. For
example, a person with a disability may have to search for accommodations to suit a wide
variety of needs not encapsulated in a typical workplace. In addition, frequently they may
not have sufficient skills or knowledge to make decisions during the process of vocational
rehabilitation. It can be taxing for them to find any employment at all.
Some of these difficulties, however, can be overcome by utilizing available
vocational rehabilitation programs. Consumer feedback is essential to ensure an effective
program. Kosciulek (2003) documented that consumers perceived making choices in the
vocational rehabilitation process as a distinct part of consumer satisfaction. In addition,
Richard (2000) indicated that the assessment for consumer satisfaction was necessary to
promote consumer empowerment. It is also important to understand the view of service
providers in order to clarify the issues with vocational rehabilitation.
This study focuses on the employment situations and the level of satisfaction of

4

people with disabilities receiving employment readiness and support services from
Employment Action in Prince George, British Columbia. Employment Action is a
nonprofit organization funded by the federal government helping people with disabilities
entering into the workforce. This study builds on experiences acquired in the context of
the required course DISM 795 Disability Management Practicum, which was conducted
at Employment Action, and ended in March, 2007. The objectives of this study are:
1. To identify the issues with vocational rehabilitation;
2. To report the satisfaction levels of services received by clients at Employment
Action; and
3. To build on the experience of both counselor and clients at Employment Action to
formulate recommendations for implementing more supported employment
programs.
Following the literature review, methodology of the study will be explored. The
researcher surveyed 3 employment counselors and 20 clients at Employment Action,
asking the multiple questions regarding with the employment services provided.
Based on the notes collected from the participants, the researcher will present
findings and delineate areas of success and potential concerns raised by the
employment counselors and the clients. Discussion and conclusion will attempt to
address the issues identified.
Literature Review
The literature review focuses on four aspects: the benefits of employment on
health, difficulties entering into the workforce for people with disabilities, the importance
of assessing the vocational rehabilitation practices and nonprofit organizations and
5

funding. In addition, three sub categories are discussed with vocational rehabilitation
practices: consumer involvement, measuring service satisfaction and the difficulties with
consumer involvement. Moreover, voices of nonprofit organizations give depth to the
understanding the situation of nonprofit organization and funding.
Why do people work? Many work in order to support their families. Others work
because of the satisfaction that employment gives them, and the resultant self-esteem,
confidence, independence and so forth. Needless to say, each individual has different
reasons to pursue employment. Although employment seems to be a normal task for most
of the adult population, the process of entering into the workforce and maintaining
employment is not uniformly consistent. For instance, due to injuries or illness, people
must occasionally leave the workforce and later re-enter under different circumstances. In
other cases, people who are born with disabilities mjght have difficulties in finding
suitable employment. Yet it has been shown that unemployed individuals often had a
strong desire to return to work (Wiener, Oei & Creed, 1999).

The benefits of employment on health
Employment is an important contributor to self-esteem regardless of age.
According to Rosenberg ( 1965), self-esteem is defined as a tool of expression of either
approval or disapproval toward oneself (as cited in Waters & Moore, 2002). Research
conducted by Tiggemann & Winefield (1984) identified that unemployment significantly
affected adolescents in terms of their mood: they felt more unhappy and helpless in
comparison to those who were employed. In addition, unemployed adolescents were
reported more likely to be depressed. Banks (1995) also indicated that the stress levels for
people with prolonged unemployment remained very high, whereas the stress levels
6

dropped significantly for those who were moving into the workforce. When
unemployment is prolonged, it might lower one's self-esteem. Waters & Moore (2002)
suggested that financial difficulties were a possible negative factor in lowering one's selfesteem. The research found that unemployment had a bigger impact on men's self-esteem
than it did on women's. The researchers suggested that the impact of wage loss on selfesteem during unemployment was not a matter of how much money was lost, but more of
what money symbolized to men in comparison with to women. One of the male
participants commented as following.
"I feel terrible about not bringing home a wage. My wife works but if I don't find
a job soon we are going to have to take the kids out of their school. I really feel
that this is my responsibility and that I am letting my whole family down. I am
desperate get another job." (p. 182).
Rantakeisu & Jonsson (2003) studied two perspectives of work involvement,
including the degree of connection to working life and the perceived employment
commitment of about 1300 unemployed white-collar workers. The result indicated that
those who considered work as an essential part of their lives suffered more from
psychological distress than those who had a weaker employment commitment.
While unemployment often negatively affects one's mental health, employment
brings positive changes. Rogers (1995) discussed his experience with mental illness.
When he was able to work and support himself, he felt that his work contributed more
than a paycheck, food and shelter. He felt a stronger sense of self-esteem, which, in turn
helped him cope with his mental illness. Furthermore, employment helps people integrate
themselves into society. This inclusion is significant for people with disabilities, as it
encourages them to be responsible members of their communities (Waghorn & Lloyd,
2005).
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Difficulties entering into the worliforce for people with disabilities
Often times, individuals are forced to take extended leave or end their
employment due to injuries or disabilities. This kind of absence can affect physical and/or
mental health. Although it has been shown that employment has a positive psychological
effect, people with physical or mental disabilities frequently encounter various difficulties
in terms of finding suitable jobs. Crooks (2007) interviewed 18 women who had
developed musculoskeletal diseases (fibromyalgia, lupus, osteoarthritis or rheumatoid
arthritis) while they were employed, in order to identify their difficulties and suggestions
for further support. Six of them lost their jobs and eight of them found it challenging to
shift from full-time to part-time. They felt stressed dealing with their illness and working
at the same time. A study by Johannesen et al. (2007) assessed the perceptions of 117
people with mental illness regarding barriers to employment. The result indicated that
many of them felt their mental illness was a crucial concern in seeking employment.
Moreover, it was shown that many of them also suffered from illness-related side effects,
such as a difficulty with concentration, which posed barriers to holding a steady job.
Maintaining employment and looking for workplaces that accommodate their diverse
needs are, without a doubt, incredibly challenging. Although there is legislation to
prevent discrimination against people with disabilities, such as the Charter of Rights and
Freedoms, the Canadian Human Rights Act, and Employment Equity Act, researchers
suggested that those legislation lacked or vaguely represented concerns of disabilities and
the workforce, while the impact of mental illness on one's life was largely ignored
(Cockburn, Krupa, Bickenbach, Kirsh, Gewurtz, Chan, et al., 2006). However, employers
are responsible for accommodating their employees' needs appropriately. As long as

8

employees remain silent, nothing will be done for them. Research conducted by Gerber,
Price, Mulligan & Shessel (2004) revealed that 35 out of 45 participants who had
learning disabilities hesitated to disclose their condition and never requested
accommodation because of embarrassment and fear.

The importance of assessing the vocational rehabilitation practices
There are several support programs available for those with disabilities who are
seeking employment. For example, in the province of British Columbia, the Employment
Program for Persons with Disabilities provides individualized services from preemployment to follow-up supports after the job placement (Ministry of Employment and
Income Assistance, British Columbia, 2007). As a federal program, the Canada Pension
Plan Rehabilitation Vocational Program is also available (Human Resources
Development Canada, Service Canada, 2008) if people with a disability have contributed
to the Canada Pension Plan while they worked and were unable to work at any job on a
regular basis because of a disability. In order to qualify for this program, one has to be
receiving the Canada Pension Plan Disability benefit. Additionally, the individual must be
motivated to return to work and has to have an agreement from their physician approving
their readiness for the vocational program. Vocational rehabilitation professionals can
educate consumers, employers, stakeholders and the community in terms of available
support for successful employment for people with disabilities. These programs are
instrumental in aiding those who otherwise might not be able to find employment. It
helps those with disabilities in finding that which they desire: more flexible work hours,
job-sharing, and wage support (Crooks, 2007).

9

Consumer involvement
Recently, the idea of informed consumer choice in vocational rehabilitation has
gained attention for its importance in the implementation of consumer-driven programs.
This, like some of the aforementioned, is another crucial component in helping empower
those with disabilities in the employment process. According to the Rehabilitation
Service Administration of the United States Department of Education, Office of Special
Education and Rehabilitation Services (2000), informed choice means that participants in
the program can make their own decisions in their vocational goal and how the service
should be delivered. As such, the role of service providers is to assure and guide their
clients toward their goals by accessing their skills and guiding them to appropriate
training if necessary.

Measuring service satisfaction
A study by Kosciulek (2007) identified that there was a significant relationship
between the number of informed consumer choices made and the employment outcome.
One of the purposes of vocational rehabilitation is to help one to find suitable
employment and help him/her manage and secure the acquired employment. Employment
outcomes are often used to measure such program success (Kosiulek, 2007). The study
indicated that when consumers reported higher levels of informed consumer choices in
the vocational rehabilitation process, better employment outcomes were expected.
Consumers were more satisfied with their job environment and economic and social
benefits. Although the researcher was not able to identify statistically significant results
between informed consumer choice and consumer satisfaction assuming due to the
sample of the study, Condeluci (1987), Kieran & Hagner (1995) and Parent (1993)

10

suggested that it was a common belief that the high levels of informed consumer choices
led to higher levels of consumer satisfaction (as cited in Kosiulek, 2007). Thus, when a
client-centered approach is implemented, one can expect a high degree of success. Inge,
Strobel, Wehman, Todd & Targett (2000) conducted a model project which was focused
on informed consumer choices supplementing the program with supported employment
and on-the-job assistive technologies assessment. The participants were 21 individuals
with severe physical disabilities, such as cerebral palsy, spinal cord injury, traumatic brain
injury and other developmental disabilities. After enrolling in the program, all the
participants became competitively employed with average length of 15.66 months and
could maintain their employment by combining above mentioned services.
In order to better implement these services, it is crucial to evaluate programs and
their effectiveness. Capella & Turner (2004) pointed out that there has been traditionally
a tendency to utilize quantitative measures; for example cost analysis or the percentage of
the successfully closed case numbers. Due to the nature of social work, however,
professionals and clients need to build a strong relationship in order to facilitate many of
these processes. Therefore, it is significant not only to measure the productivity and the
outcome of the vocational professionals, such as cost-benefit analysis and the percentage
of successfully closed cases, but also to receive feedback from clients and focus on their
satisfaction of the services (Capella & Andrew, 2004). In addition, Hein, Daniel & Uruk
(2005) suggested that an analysis of client satisfaction in a vocational rehabilitation field
is pivotal in creating client empowerment, client directed services, and selfdetermination. By reviewing client satisfaction, it is possible to improve various areas of
vocational rehabilitation, such as planning, evaluating counselors and the programs,

11

providing feedback and identifying needs for staff training (Capella & Turner, 2004).
Furthermore, Kosciulek (2003) studied that clients considered satisfaction as a complex
and multifaceted construct, which was deeply connected with counselors' case
management, client choice, customer services and so forth. Consequently, it is essential to
measure satisfaction in order to improve services for both clients and counselors.

Difficulties with consumer involvement
Although consumer-driven programs in the vocational rehabilitation process are
considered effective in achieving successful employment outcomes, helping consumers
manage and maintain the job is another issue. A study documenting the perspectives of
services providers identified many potential problems. Shaw, Sumsion, McWilliam &
MacKinnon (200 1) conducted a study by interviewing 14 service providers in Ontario,
focusing on consumer challenges, service provider challenges and extrinsic challenges.
Initially, in terms of consumer challenges, service providers found that consumers had
undeveloped potential for self-management. That is, most of the consumers were unable
to manage the process of finding work. In addition, the consumers' view of employment
and their expectation for the service providers were unrealistic.
The difficulties inherent in the transition from a social service approach to a
business approach were discussed next. Service providers struggled to meet system's
expectations and consumer needs. Furthermore, some service providers admitted that
their lack of training and ability to manage consumer involvement may have hindered the
process. Finally, the self-directed model was discussed, which involved consumers and
gave them some degree of control in service activities, such as making decisions and
managing their tasks and plans for future employment. Although the self-directed model
12

was ideal for vocational rehabilitation practices, service providers felt that it was
inadequate because of the lack of the required time, appropriate community resources,
service coordination and management support. The study clearly displayed that there are
many problems still requiring a great deal of attention.
One major factor, the researchers pointed out, was the lack of employers'
understanding regarding consumers' disabilities and their capacity to work. This resulted
in poor communication between employers and consumers. Consequently, it led to fewer
opportunities for consumers to enter the workforce. The lack of knowledge and
understanding of disabilities from employers and co-workers can negatively impact the
entire process. Without aid from employers and co-workers, it is unlikely that needs will
be successfully accommodated.
To help off set some of these difficulties, service providers have shared their
practical views on helping to include consumers effectively in the program. One of the
suggestions was purposefully directing consumers to confirm their commitment to work.
Some encouraged the consumers to develop self-management skills through debriefing
with employers at their weekly meetings. Others mentioned the benefits of partnering
with other social services and employers. By collaborating with other social services
providers and employers, employers can foster an environment where consumers are
accepted (Shaw et al., 2004) and eventually lessen negative stigmas in the community
(Waghorn & Llyod, 2005). It was also reported that collaboration between vocational
professionals and mental health professionals increased the access to supported
employment programs for people with disabilities (Becker, Baker, Carlson, Flint, Howell,
Lindsay, et al., 2007).

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Nonprofit organizations and funding
Vocational rehabilitation has much potential to helping people re-enter the
workforce. However, without appropriate funding, programs will fall short of achieving
their full potential. Despite funding issues, in 2003, there were as many as 161,000
nonprofit and voluntary organizations operated serving needs of communities in Canada
(Statistics Canada, 2005). Hall (1987) defined a nonprofit organization as "a body of
individuals who associate for any of three purposes: (1) to perform public tasks that have
been delegated to them by the state; (2) to perform public tasks for which there is a
demand that neither the state nor for-profit organizations are willing to fulfill or (3) to
influence the direction of policy in the state, for-profit sector, or other nonprofit
organizations" (p.3). In Canada, nonprofit organizations are considered as service
providing organizations which supplement or fill in public services in the areas of health,
education, social welfare, and culture (Hall, Barr, Easwaramoorthy, Sokolowski &
Salamon, 2005). Moreover, Hall & Banting (2000) expressed that "the nonprofit sector as
a whole acts as a social seismograph, leading the way in identifying new social problems,
developing novel responses to emerging issues, and tackling issues that may be too
sensitive or controversial for public officialdom" (p.3).
How are all these agencies supported? The revenues for nonprofit organizations
are supported by a variety of sources, such as government support, fee income and
private philanthropy (Hall et al., 2005). In 2003, Statistics Canada conducted a survey to
approximately 13,000 nonprofit organizations to report the characteristics of their
organizations and the factors influencing the capacity of the organization to accomplish
their mission (Statistics Canada, 2005). As a result, it found that 49% of all the revenues

14

came from governments. It was reported that 40% of the funding came from provincial
governments. Seven percent was provided by the federal government and two percent
was provided by municipal governments. Moreover, Hall & Banting (2000) reported
almost 60% of nonprofit organizations were heavily dependent on the government
funding. Excluding hospitals, universities and colleges, 36% of the nonprofit
organizations were funded by the government. It was also found that there was a
tendency for social services to be dependent, at least to some degree, on government
funding. Consequently these organizations are very vulnerable to changes in government
spending (Hall & Banting, 2000). Those nonprofit programs are forced to seek means to
keep and improve their service qualities with limited funding.
Voices of nonprofit organizations
As aforementioned, both the federal and the provincial governments have a
tremendous influence on an existence of many nonprofit organizations. Broun & Troutt
(2003) interviewed 22 nonprofit organizations proving various services focusing on the
sources of funding and the areas of stress related to managing funds. Although the
funding patterns varied from one organization to another, most of them were governmentfunded organizations. The researchers raised a critical concern that those organizations
were too dependent on the project they had for their continued existence. One interviewee
answered as following.
"We cannot program or plan when we are going from year to year and never
know whether we're going to have staff or closing down." (p.l91)
Many organizations reported that they experience stress with government pressure,
inadequate understanding from the funding agency, and funding cuts. According to these
15

organizations, the government exercised excessive control over the funds though terms
and conditions. It was also reported that the government lacked basic understanding of
the missions of those organizations. "They believed that government's inability to
understand their mission stemmed from an ignorance of the needs of their clients"
(p.201). Moreover, many reported that they suffered major funding cuts in the last 5 years
of their services, affected by governmental changes. Because of the strains associated
with funding, many organizations reported that they were attempting to negotiate longterm funding and had to raise alternative funds to carry out their missions.
Chouinard & Crooks (2008) conducted a study focused especially on nonprofit
organizations in Ontario and British Columbia. Twenty-eight organizations from Ontario
and eighteen from British Columbia participated in the research. Authors discussed a
change in social service industry. "In Canada, neoliberal emphasis on competition and
privatization have translated into an increasingly competitive environment of service
delivery in which nonprofits bid against each other and against private sector firms to
deliver health and welfare service" (p.174 ). Due to the neoliberal government policy,
many nonprofit organizations faced the change in the use of public funds shifting from
long term funding to short term and project-based funding (Cloutier-Fiser & Skinner,
2004, as cited in Chouinard & Crooks, 2008). Many organizations expressed their
concerns that they were experiencing significant pressure to improve delivery of their
services efficiently and support people with disabilities with limited funds. Those
pressures were "to diminish levels of service provision to clients, particularly those in
greatest need, to reduce staffing levels and institute survival strategies that negatively
impact working conditions, to rely even more heavily upon volunteer labor, and to

16

modify their operations and organizations" (p.l86). Participants reported that while the
government funding cutbacks directly caused difficulties to the organization, at the same
time it diminished their ability to reach out to clients. One respondent from BC expressed
the stress with limjted funding as following.
"People with disabilities want to work and contribute to society as much as
anyone. The follow through [in terms of government action], however, is not
based on a desire to empower people. If anything, narrowly based [eligibility]
criteria and punitive service delivery models force people with disabilities to
diminish themselves and their abilities in an effort to receive below poverty
benefit rates." (p.l88)
It is very clear that without adequate funding nonprofit organizations are unable to
effectively implement programs, much less deliver the changes needed to the existing
system.

Summary
Employment has many positive effects on people, with or without disabilities.
However, entering into the workforce and maintaining employment may be more difficult
for those with disabilities due to the nature of disabilities. Implementation of consumerdriven programs in vocational rehabilitation process confront with various difficulties,
such as management support and enriching undeveloped consumer self- management
skills. Yet, by utilizing available resources and educating employers, employees and
communities it may result in the successful inclusion of those with disabilities into the
workforce. Ensuring client satisfaction is considered a must to improve the vocational
service levels and gain successful outcomes. At the same time, it is very crucial for those
nonprofit service providers to obtain secure funding in order to support those in need
successfully. Without adequate funding, the programs are little more than an exercise in
futility. But, if needs are met, both in terms of client and organization, the end result will
17

be increased employment opportunities and a greater ability to live more independently
for people with disabilities, thus enabling them to further contribute to society
(Kosciulek, Vessell, Resenthal, Accardo, & Merz, 1997).
This paper reports the findings of a study following research on vocational
rehabilitation in Prince George presented the reality of people with disabilities and the
employment counselors. Given adequate funding and proper attention to both client and
organizational demands, Employment Action can reasonably expect to find successful
outcomes for most of its clients.
Methodology
This study is based on a survey of both employment counselors and clients at
Employment Action in Prince George. Employment Action is an agency funded by the
federal and provincial governments. The organization provides employment services
from counseling to technical assistance for people with all kinds of physical and mental
disabilities. As mentioned earlier, this study was created as a result of my practicum
experience at Employment Action, which ended in March, 2007. I have greatly increased
my passion to help people with disabilities find employment through this practicum.
Moreover, I have come to believe in the positive effects of employment on an individual.

Participants
The data for this study was collected from a survey completed by 20 clients who
had received services and three employment counselors at Employment Action. The
client participants were recruited from those who had been receiving services at
Employment Action for more than three months at the time of the survey. Three
employment counselors were asked to answer a few questions upon their experience with
18

vocational rehabilitation. Given the small number of full time employees at Employment
Action, counselors were selected on basis of availability. Three of the four counselors at
the agency agreed to participate in this study.
Measures
The survey questions for the client participants were based on the Missouri
Division of Vocational Rehabilitation Consumer Satisfactory Survey Card, which was
developed by the Missouri State Rehabilitation Advisory Council in 1994 (Appendix C).
The survey was created to identify functions performed by counselors and to address
consumer satisfaction (Kosciulek, et al., 1997). It consisted of 7 questions to obtain
written feedback from the participants regarding the services they received. The main
focuses of the survey addressed the following areas: timeline of services, importance of
the rehabilitation counselor, empowerment, decision making, and employment outcomes.
The term Vocational Rehabilitation (VR) was replaced with Employment Action. The
participants rated 7 statements according to their level of agreement (strongly agree,
somewhat agree, somewhat disagree, strongly disagree). In addition, one open-ended
question was included at the end of the survey to provide an opportunity for additional
feedback.
The survey for employment counselors was based on questions used in the study
of Shaw et al. (2004) (Appendix D). Employment Counselors were asked to discuss
issues they had found through their experiences as service providers in vocational
rehabilitation field.

19

Procedures
Information on this study was posted at Employment Action. In order to avoid
potential power conflicts between counselors and clients, the researcher directly
contacted potential participants individually. The researcher met with employment
counselors on an individual basis and explained the purpose of the project and sought
consent. A copy of the information sheet (Appendix A 1 for clients and Appendix A2 for
employment counselors) and the letter of consent (Appendix B) were given to potential
participants and counselors, describing the purpose of the survey and the confidentiality
of participants. Before commencing the survey singed forms of consent were received
from all participants and the counselors. It was also stressed that participants were free to
terminate collaboration with the survey at any time. Participants were informed that they
would receive a five-dollar gift certificate after the completion of the survey.

Analysis
For questions for the employment counselors, the responses were coded into
challenges, successful service delivery and recommendations. Details will be discussed
further in the following sections. Responses to each category were included in
calculations displaying percentages of total participants. For the open-ended question for
the clients, all responses from participants were recorded. Next, they were coded into
three categories: what works, problems, and recommendations.

Results- Employment counselors
In order to understand the depth of vocational rehabilitation, three employment
counselors were asked to complete the survey with demographic questions and their

20

practices at Employment Action. The demographic characteristics of the employment
counselors are presented in Table 1. Their experiences in the vocational rehabilitation
were 12.6 years on average. They had appointments with average 4.3 clients daily and as
a whole, a number of clients assigned to one employment counselor were 27.3. In order
to protect the anonymity of the participants, all employment counselors will be referred
as she.
Counselors were asked to answer questions with regards to their experiences in
vocational rehabilitation services in order to clarify difficulties and suggestion about
service delivery. The responses were identified in three items: successful service delivery,
challenges and recommendations. In addition, the challenges were divided into three
subcategories: clients, other agencies in Prince George and the federal government.
Table 1
Demographic information of employment counselors

Employment counselors
Average years in vocational rehabilitation field
Average clients seen in one day
Average active clients number

12.6 years
4.3 clients
23.7 clients

Successful service delivery
Employment counselors reported examples of successful vocational rehabilitation
services provided at Employment Action. One of the successful services is career
decision-making services. It is an essential part of the vocation rehabilitation. Some
clients may require re-training because of a newly acquired disability or because they
21

have been away from the workforce for a long time while dealing with or learning how to
manage their disability. Sometimes clients need to update their skills. During this process,
employment counselors allow clients to have enough time to examine and explore as
many options as possible. Moreover, one employment counselor stated that positive
changes was seen when clients had meaningful involvement in their decision-making. It
helps clients feel empowered and build more confidence in them. In this way, clients gain
confidence and knowledge about their chosen career goals. For instance, they have an
opportunity to examine their interests, the appropriateness of the work environment, and
how their disability might affect their employment. Simultaneously, employment
counselors assess what is doable for each individual and help him/her have a lead in their
decision-making process. Once the career goal has been found, the employment
counselors focus on supporting his/her decision by approaching different sources of
funding to support his/her skill development period.

Challenges
Challenges indicated by employment counselors were classified with three
categories dealing with clients, other agencies in Prince George and the federal
government.

Challenges with clients. One employment counselor commented that some clients
expect that employment counselors to do all the work for them to get jobs. They often
seem to not realize that there is a process that the employment counselors have to work
through. Another employment counselor mentioned that although some clients who came
with predetermined career goals, their goals were not practical or realistic. It is
challenging for them to help clients realize that some goals are not attainable. One of the

22

examples is that some clients left school with a "leaving certificate" which was not a true
high school diploma. Additionally, they ask for funding to support them to take a college
level program. In terms of helping them realize the necessary process, the counselor lets
clients do their own research, as well as conducting vocational assessments to find out
what types of employment would suit the clients. After all the information is given, she
goes through the decision-making process with the clients. She said that these clients
were directed to jobs in the same work environments but jobs that required different
levels of education. For instance, clients, who have an interest in working as a nurse,
might become home support workers. Another challenge with clients is providing
services with people living with mental illness. This employment counselor feels that
challenges are sometimes greater for those with mental health issues. It is an important
and difficult task for both the employment counselor and the client to identify how the
mental illness affects his or her daily life and how the mental illness translates in the
work environment.

Challenges with other agencies in Prince George. One employment counselor
shared her concern about a relationship with other service providers in Prince George.
She indicated that it is not uncommon for multiple agencies in Prince George to have the
same clients. Throughout the practices, she said, frequently service providers in the
community happen to have mutual clients. However, it may be complicated to work
together as a team because of different styles of trainings and knowledge. She was hoping
to improve the situation so that they could work together to fulfill the needs of the
community members. There is a tremendous potential for the level of services to be
improved when expertise from different agencies collaborate more and share their

23

experiences and information.

Challenges with the federal government. One employment counselor mentioned
that she found from her experience that the clients with multiple disabilities were often
overwhelmed by the system. It was pointed that the system whether supported by federal
or provincial government were not appropriately designed with these clients in mind.
Clients are occasionally shifted from one agency/ministry to another to attain their
different needs met. Eventually this results in lack of motivation and self esteem and
leads them to become uncomfortable in receiving services. In order to make this process
easier, employment counselors put tremendous effort into the process by making
appointments for clients or attending meetings with them if necessary. Regarding a
system for people with mental illness, another employment counselor commented that
she tries to assist clients entering into the mental health system through Northern Health
Authority. However, she finds the system very strained that she has to advocate strongly
for people to receive appropriate services.
The structures of government funded programs also pose various problems. All
vocational programs at Employment Action are funded by the federal government.
Exactly how the funding is spent is determined by the funding agreement. For example,
the current agreement does not allow for funding of certain client training programs. In
other cases there may be opportunities available for both employers and clients, but, due
to tight regulations on how funding is to be spent, counselors are unable to utilize these
opportunities. One such example involved a construction worker. Although granted an
opportunity to work for a certain company, he lacked the proper safety equipment to be
hired (steel-toed boots and a hardhat.) Government restrictions did not allow the client to

24

receive funding for these necessary items, thus robbing him of his opportunity for
employment. In the past there has been funding for spending based on "clients needs",
but discretionary use of funds is very fickle and is not always available. Secondly, despite
the tremendous amount of government sponsored initiatives at Employment Action, the
vast majority of the clients at Employment Action do not qualify for these programs
because they have not been on Employment Insurance for the past three to five years.
Many clients have had to leave the workforce solely for the purpose of managing their
disability and as such and do not qualify. Some of the diverse programs offered at
Employment Action that require Employment Insurance are College Certificate and
Diploma programs, Job Creation Programs, Self-Employment Benefits and Targeted
Wage Subsidies. Sadly, although there is a program called Opportunity Fund that offers to
assist people with disabilities who do not qualify for Employment Insurance, the
availability of the program is very limited and funding commitments vary from year to
year.

Recommendations
Based on the aforementioned challenges that the employment counselors face
throughout their vocational rehabilitation practices, the following recommendations were
given by the employment counselors.
1. Easier access to the mental health services in Prince George to assist people in
their pre-employment status. Regardless of types of disabilities, pre-employment
situations need to be taken into consideration, such as housing, childcare and
financial concerns as well we employment.
2. As a part of the community, employers need to become more active and educated
25

in employing people with disabilities.
3. For the problem related to Employment Insurance, the government should open
up the programs for those who are not eligible.
4. Regarding funding, employment counselors insist that government gives more
flexibility to how the money should be spent. Therefore, some clients are able to
enter the workforce as soon as there is an opportunity.

Results- Clients
The demographic characteristic of the participants are presented in Table 2.
Twenty clients at Employment Action were voluntarily agreed to take part in the survey.
There were 13 males (65 %) and 7 females (35 %). The age range of participants were
between the age of 25-40 (45 %, n = 9) and between the age of 45-55 (55 %, n = 11 ). Most
of the participants were employed in the past (95 %; n = 19) while 5% of them never had
an experience in the workforce (n = I). Out of 19 participants, 85 % of them had full-time
jobs in the past (n = 17) and 20 % had part-time jobs (n =4). Some answered for both
full-time and part-time jobs. All of the participants were unemployed, however the length
of unemployment varied. The result indicated that 3 clients (15 %) had been unemployed
for less than 3 months (n = 3) at the time of the survey, 5 clients (15 %) for 3 months to 1
year, 2 clients ( 10%) for less than 2 years, 9 clients (45 %) for more than 2 years and I
client (5 %) had never been employed. For future employment, 75 % of the participants
were seeking full-time employment (n = 15) and 30% were seeking part-time
employment (n = 6). More than half of the participants reported that they had mental
health problems and the rest of them reported their conditions as physical disabilities,
developmental disabilities, and cognitive and learning disabilities. Some clients had
26

multiple disabilities.
As aforementioned, participants were asked 7 questions regarding the time line of
services, importance of the rehabilitation counselor, empowerment, decision making, and
vocational outcomes. Results are presented in Table 3. Some participants reported the
details of those areas of services in one open-ended question. Related details will be
discussed elsewhere.
Respect for clients

Question 1 is "The Employment Action Staff have treated me with respect and
courtesy". It indicates how clients determined the attitudes of Employment Action staff
on their service delivery. Ninety percent of the participants (n = 18) strongly agreed that
they were served with respect and courtesy by employment counselors. The rest of 10%
chose somewhat agree for this question.
Time line

Question 2 "Overall, at Employment Action my services have been provided in a
timely manner" suggests the time line of the vocational rehabilitation services. Seventyfive percent of the participants (n = 15) answered that they strongly agreed that the
Employment Action had provided services in a timely manner. Twenty percent (n = 4)
somewhat agreed and five percent (n = 1) somewhat disagreed. The results suggests that
majority of the clients may be satisfied with the service time line.
Importance of employment counselors

Question 3 "My counselor has helped me to understand my disability and how it
might affect my future work" speaks to the importance of employment counselors.
Seventy percent of the participants (n = 14) chose a strong agreement and thirty percent

27

Table 2
Demographic information of clients

Clients
Gender
Male
Female
Age
18-24
25-40
41-55
55 or older
Employment Experience
"Have you ever been employed?"
Yes
No
Types of Employment in the past
Full-time
Part-time
Never been employed
* some chose both categories
The length of unemployment
Less than 3 months
3 months to 1 year
I year to 2 years
More than 2 years
Ideal Future Employment
Full-time
Part-time
* some chose both categories
Types of disabilities
• Mental Health Disabilities
• Physical Disabilities
• Developmental Disabilities
• Cognitive Learning Disabilities

%(number)
75% (13)
35% (7)
0% (0)
45% (9)
55% (11)
0% (0)
95% (19)
5% (1)
85% (17)
20% (4)
5% (1)
15% (3)
25% (5)
10% (2)
45% (9)
75% (15)
30% (6)

28

Table 3
Questions and results
Strongly
Agree

Somewhat
Agree

Somewhat
Disagree

Strongly
Disagree

1.

The Employment Action Staff
have treated me with respect and
courtesy.

90%
(n = 18)

10%
(n = 2)

0

0

2.

Overall , at Employment Action
my services have been provided in
a timely manner.

75 %
(n = 15)

20%
(n =4)

5%
(n =1)

0

3.

My counselor has helped me to
understand my disability and how
it might affect my future work.

70%
(n = 14)

30%
(n = 6)

0

0

4.

I have been involved in making
choices about my goals and
services.

80%
(n = 16)

20%
(n =4)

0

0

5.

My experience with Employment
Action has been good and I would
recommend it to others.

85 %
(n = 17)

15%
(n = 3)

0

0

6.

Employment Action 's policies are
fair.

80%
(n = 16)

20%
(n = 4)

0

0

7.

Employment Action services have
helped or will help me get a job.

65 %
(n = 13)

30%
(n =6)

5%
(n =1)

0

29

(n = 6) stated that they somewhat agree. The finding suggests that the role of employment
counselors is significant for those who are seeking employment and those who have to
learn the way to manage their disabilities.

Clients' involvement in decision making
Question 4 "I have been involved in making choice about my goals and services."
indicates the client's involvement in their decision makings. It relates to empowerment of
the clients. Eighty percent of the participants (n = 16) reported that they were in strong
agreement that they were involved in making choices about their goals and services.
Thirty percent (n = 6) somewhat agreed. The result shows that clients felt that they took
some level of control in their vocational rehabilitation process through Employment
Action.

Clients' experience at Employment Action
Question 5 "My experience with Employment Action has been good and I would
recommend it to others" demonstrates clients' experience at Employment Action. Eightyfive percent (n = 17) chose strongly agree and fifteen percent (n = 3) chose somewhat
agree. The result points out that clients were very satisfied with the services provided at
Employment Action and clients may believe that others would benefit as well.

Employment Action Policy
Question 6 "Employment Action's policies are fair" indicates how clients
recognize the policy at Employment Action. Eighty percent of the participants (n =16)
reported that they had a strong agreement with a fair policy and twenty percent (n =4)
somewhat agreed. Most of the participants were pleased with the fair policy at
Employment Action.

30

Clients' expectation of vocational rehabilitation outcome
Question 7 "Employment Action's services have helped me or will help me to get
a job." deals with the main theme of the vocational rehabilitation: to assist clients with
finding an employment. Sixty-five percent of the participants (n = 13) chose strongly
agree and thirty percent (n = 6) chose somewhat agree. Only 5% (n = I) stated as
somewhat disagree. Most of the participants felt that they would find a job through the
services provided at Employment Action.
One open-ended question was asked regarding the areas of supports, difficulties
and recommendations about the services provided at Employment Action. Answers were
categorized in three aspects: what works, problems and recommendations. Moreover,
areas of supports provided to clients were identified.

What works
Most of the clients reported that they had received a great service through
Employment Action. Some examples of areas of support they have received are resume
building, assessments, decision making process, finding applicable funding and how to
manage one's disability and how it might applies in employment. One client reported that
the employment counselor had helped her to find out her goals and what training would
be suitable for her to obtain during the time frame she needed considering her abilities
and the disability. Another client commented that the employment counselor provided
him with information and documentation with regards to his mental illness. He received
the information on how his disability might affect him the workplace and what kind of
overcoming barriers may occur. Furthermore, it was recognized by one client that the
employment counselors let her to do the evaluations and some questionnaires in order to
31

figure out the types of future employment. After the results were in, the client found it
very helpful that the counselor and she discussed various aspects together. Thus she was
able to make a more informed choice. Additionally, some clients have taken college
courses to further their education to gain the knowledge necessary for their future goals.
One female client mentioned that the employment counselor helped her choose a career,
gave advices on complying and presenting necessary information and encouraged her.
She mentioned the following.
"She allowed me to retain my dignity by having me do the 'leg' work, and never
doubted my abilities."
Another client who has taken a college program commented that employment counselors
helped him with all aspects of application process including a period of choosing career
goals.
Many of them mentioned that the staffs at Employment Action were helpful in
many ways as followings.
"Everyone who works with you really goes out and they do the extras, so there are
no loose ends to hold you up. They are active hands on group."
"She [employment counselor] is helping me change my life for the better."
Some clients mentioned that employment counselors not only help the client figure out
their interests and future employment avenues, but also find funding to back up clients'
goals. One client reported,
"Very importantly they [employment counselors] back all of it with funding for
training. It's very exciting and you know you will get somewhere when they work
with you."

32

Problems and recommendations
Clients also pointed out challenges and provided recommendations. For example,
although some clients receive funding for their training, availability appeared to be an
issue. Additionally, one client indicated that he would like to see more staff trained in
managing those with mental disabilities. Time issues were also discussed. One client said
that although services were consistent, the process was exceedingly slow. However, he
also mentioned that it was not Employment Action's fault. Other clients reported that they
would like to have more services at a single location, reducing time in spent in transit.
Furthermore, some clients felt they were needlessly being passed on to others. One client
commented that she had been shuffled among 4 counselors in town, and was almost half
a year without finding a job. The complexity in organizing information also appeared to
be an issue. Another client suggested that the Employment Action have a mailing list or
some sort to provide clients with information on job openings electronically. There is a
job board in the office, yet no electronic method is used to spread information to all
clients.
Another client reported that he doubted that he would find a job throughout the
services at Employment Action. He commented as following.
"It's not that the Employment Action won't help me in my search. It is more about
the city of Prince George itself. I find it very difficult being disabled in Prince
George. Either it is being non-accessible or just not hiring."
Another client shared her opinion on her disability. She has a learning disability. She
reported that because her disability was not visible, some people did not take her
seriously and she did not received enough support.

33

Discussion
Overall, many clients were satisfied with the services provided at Employment Action.
Although they felt their opinions were heard during their decision making process and
many found the services satisfying, the research revealed the struggle they had related to
employment and managing their disabilities. Based on the findings from both
employment counselors and clients, various issues around vocational rehabilitation were
identified. They are:
1. Clients' high expectations toward employment counselors and their lack of sense
of reality;
2. Lack of communication among service providers in community.
In addition, the following recommendations were identified:
1.

More holistic services are required as to address pre-employment situations;

2.

More funding and programs are required for people with disabilities;

3.

More education to the employers and the community to help people with
disabilities integrated themselves in society.
As discussed elsewhere, some clients expected employment counselors to do all

the work in their search for employment. Yet clients also reported that they felt that
employment counselors trusted them by letting them to do some research on their own.
As Kosciuek (2007) suggested, when clients were more involved actively in the decision
making process and taking control, higher consumer satisfaction was reported.
Meaningful involvement in the process has clearly helped clients to build more
confidence, be more responsible, and be more realistic in managing their disabilities and
searching for work. According to this criterion, it is suggested that the clients at the

34

Employment Action are very much satisfied with the services.
Counselors themselves had much to say about improving services. For example,
employment counselors frequently pointed out the lack of communications among
service providers in community. It may reflect to the client's opinion of slow process and
being shuffled among different agencies. Shaw eta!. (2004) suggested that the selfdirected model was not effective when there were a lack of community resources and
service coordination. In order to provide better vocational services, communication
among agencies in the community must be taken into greater consideration. When
smooth communication is practiced, effective and timely services can be anticipated.
The aim of vocational rehabilitation is to help people enter the workforce.
Needless to say, it is not simple for people with disabilities to find an employment and
maintain it while learning to manage their disabilities in both working and personal life.
As the survey result showed, most of the clients have had full-time or part-time
employments. However, I 0% of them have been out of work for longer than 1 year, and
45% of them have been unemployed for 2 years or longer. It is obvious that disabilities
often prevent clients from entering workforce. Many of them have struggled to learn how
to manage their disabilities in the work environment and in their personal lives. One
client shared that she had to reject an employment opportunity because of additional
difficulties outside of work. Employment counselors strongly suggested the need of preemployment support such as housing, childcare and counseling on financial matters.
Particularly, it is necessary for the federal government to provide consistent funding to
support the delivery of social services. As one employment counselor pointed out,
governmental funding is not very consistent and frequently limjted in how it can be spent.

35

This finding is consistent with the finding of Chouinard & Crooks (2008) that many
nonprofit organizations were struggling with limited funds and awkward constraints from
the government. Consequently, nonprofit organizations which are heavily dependent on
government funding are required to seek alternate means to secure their existence and the
service delivery (Broun & Troutt, 2003)
To increase effective implementation of programs, service providers may also
look to the local community. When collaboration exists between service providers and
employers in community, social stigmas against those with disabilities are expected to
decrease (Waghorn & Llyod, 2005). Without understanding from employers, co-workers
and community, it might lead to fewer opportunities for people with disabilities to enter
the workforce. In fact, one client reported that he considered Prince George to be a nonaccessible town for people with disabilities. In addition, many employers were not hiring
people with special needs. Other client reported that sometimes it was difficult for other
people to understand that she had a disability due to its somewhat obscure nature. As
reported by an employment counselor, it is crucial for service providers to advocate for
those who are struggling with their disabilities and deliver their voice to community.
Regardless of a disabilities' visibility, it should be strongly emphasized that there is a
great need to educate people in the community. Education can increase understanding,
which can lead to more accepting employers. It may have been worthwhile to include a
question in this study with regards to community services in Prince George. It could have
served to provide a bigger picture of the relationship between the individual agency and
the entire community. As this study has shown, without the holistic supports and
understanding, it is difficult to imagine that the more employment opportunities will be

36

given to people with disabilities.
In general, the survey for clients revealed many positive aspects of service
delivery at Employment Action. The follow-up question provided the clients with
opportunity to share their opinions. As mentioned elsewhere, it suggested that
employment correlated with a higher confidence level and self-esteem level in their
clients (Waghorn & Lloyd, 2005). However, the results of this study indicate that to
successfully understand the employment situation of those who received services at
Employment Action, every aspect of a clients' life, such as housing, finance, management
of disabilities and other services must be evaluated on an individual basis.
Conclusion
Vocational rehabilitation is a great mean to aid those with disabilities find
employment, and also a tremendous support in understanding how one should manage his
or her disability. Survey findings from Employment Action revealed both positive and
negative aspects of vocational rehabilitation services. When the program was successfully
implemented with clients in mind, their involvement in the process of decision making
led them to gain confidence and take greater part in their search for employment. For
example, by researching their interests on their own, they could have a time to examine
applicability and their skills and consequently they were more able to achieve their
employment goals. Additionally, employment counselors examined clients' both
disabilities and abilities in order to provide an adequate guidance for their future
employment. It is obvious that people with disabilities can benefit from those supports
tremendous! y.
However, vocational rehabilitation cannot demonstrate its full potential without

37

appropriate funding and community support. In order to best facilitate the successful
integration of people with disabilities into society, the government should provide
consistent funding and support to agencies like Employment Action. Nonprofit agencies
also help fill the gap by meeting needs that may not be fulfilled by government agencies.
It is vital for nonprofit agencies with high dependency on government funding to find
ways to provide adequate services with limited amounts of funding. Additionally, small
changes could also be made within programs. For example, the result of this research
indicates that there needs to be a significant change in program availability for those who
do not qualify for Employment Insurance. For example, many people with disabilities
have never been employed, and therefore are not eligible for Employment Insurance.
Obviously prerequisites such as this can be questionable.
Furthermore, as employers and the communities are expected to accommodate
those in need, lack of understanding from the community may ruin the effectiveness of
vocational rehabilitation programs. To help facilitate their clients' entrance into the
community, employment counselors at Employment Action also continue advocating the
voice of the unheard into the Prince George community.
Lastly, in order to fully understand the effectiveness of vocational rehabilitation,
longitudinal research should be taken into consideration. By periodically following up
after clients successfully enter the workforce, invaluable feedback can be obtained. There
is also a definite need for further research into the community and its influence in terms
of employment situations for people with disabilities. Identifying mainstream industry
and economic trends might help to clarify what areas of supports are missing and what
types of jobs are needed in the community.

38

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40

Appendix A 1- Participant Information Sheet for clients

Assessing vocational rehabilitation practices at Employment Action
in Prince George
Researcher's
name

Azusa Hori

E-mail address

hori @unbc.ca

Supervisor's name

Dr. Josee Lavoie

Supervisor's
contact
information

JlavoieO@ unbc.ca
250-960-5283

Azusa Hori is a graduate student at University of Northern British Columbia. The
research project is required for the completion for the degree of Masters of Arts in
Disability Management.
You are being asked to participate in a research study. This research focuses on
the vocational rehabilitation services provided at Employment Action in Prince George.
Your opinions are important to identify problems and challenges in the services and to
improve the service levels for future practices.
This information sheet may contain words that you do not understand. Please feel
free ask us to explain any words or information that you do not understand clearly.
Purpose of the study

The purpose of the study is to assess the vocational rehabilitation practices at
Employment Action in Prince George, BC. In addition, with information you will
share, the recommendation to improve service delivery at Employment Action
will be formulated.

Study procedures
•

20 clients at the Employment Action will be asked to answer 7 questions and 1
open-ended question related to their level of service satisfaction.

•

You will also be asked to answer questions regarding your sex, age, and your
employment experience. The whole process should take less than 15 minutes.
41

•

Once, you are agreed to participate in the study, the survey will be done at the
place you feel comfortable with.

•

The information you share will be strictly kept confidential and your name will be
anonymous.

•

You are free to withdraw from the study at any moment. Your participation should
be voluntary.

Potential risks
The risks of harm from participating in this study are not anticipated to be greater
or more likely than those ordinarily encountered in life.

Potential benefits
•

You will not benefit directly from participating in this study. However, your
opinions will help us understand challenges and importance of vocational
rehabilitation.

•

The feedback of overall result of the study will be provided to Employment
Action. We believe that Employment Action will be able to deliver better services
for clients. Again, the individual response will not be identified.

•

If you request a copy of research results, a one page summary of overall results
will be provided. Please contact Azusa Hori at hori @unbc.ca or contact Dr. Josee
Lavoie at jlavoie 1@unbc.ca or call (250)-960-5283.

Payment for participation and costs
Each participant will receive a five-dollar gift certificate after completing the
survey successfully. However, if you prefer answering questions at a place outside
of Employment Action, (e.g., coffee shop), the researcher will provide the funds
to cover the cost of refreshments.

Confidentiality
•

The information gather for this study will be published as a requirement of the
degree completion for Azusa Hori. However, your individual response will not be
identified and all the information will be strictly kept confidential. After the
completion of the study (the project defense is successfully completed by Azusa
Hori)which is planned in July or August, 2008, the gathered information will be
discarded by shredding them
42

•

The access to all the data will be allowed by only the researcher and her
supervisor.

Voluntary participation/Withdrawal from the study
•

Your decision to participate in this study is voluntary. You may refuse to
participate or you may withdraw from the study at any time.

•

Your decision not to participate or to withdraw from this study will not affect the
services you receive at Employment Action.

•

Should participants leave the study, it will be considered as withdrawal from the
study automatically.

Timeline
•

April, 2008- Advertising and collecting data from the participants

•

May, 2008- Analyzing data and composing the project report

•

June, 2008 - Continuing on the project report

•

July or August, 2008- Project defense planned

•

After the successful defense- Data collected for the project will be discarded

Questions
•

You are free to ask any questions regarding this study.

•

If you have any questions during or after the study, please contact the researcher,
Azusa Hori at hori @unbc.ca or contact Dr. Josee Lavoie at jlavoiel @unbc.ca or
call (250)-960-5283.

•

If you have questions about your rights as a research participant, you may contact

University of Northern British Columbia, Office of Research at (250) 960-5820 or
e-mail reb@unbc.ca.

43

Appendix A2- Participant Information Sheet for employment counselors

Assessing vocational rehabilitation practices at Employment Action
in Prince George
Researcher 's
name

Azusa Hori

E-mail address

hori@ unbc.ca

Supervisor's name

Dr. Josee Lavoie

Supervisor's
contact
information

JlavoieO@ unbc.ca
250-960-5 283

Azusa Hori is a graduate student at University of Northern British Columbia. The
research project is required for the completion for the degree of Masters of Arts in
Disability Management.
You are being asked to participate in a research study. This research focuses on
the vocational rehabilitation services provided at Employment Action in Prince George.
Your opinions are important to identify problems and challenges in the services and to
improve the service levels for future practices.
This information sheet may contain words that you do not understand. Please feel
free ask us to explain any words or information that you do not understand clearly.
Purpose of the study

The purpose of the study is to assess the vocational rehabilitation practices at
Employment Action in Prince George, BC. In addition, with information you will
share, the recommendation to improve services at Employment Action will be
formulated.

Study procedures
•

3 employment counselors will be asked to answer 1 open-ended question
indicating challenges on the vocational rehabilitation.

44

•

You will also be asked to answer questions regarding your sex and your
experiences as an employment counselor. The whole process should take less than
15 minutes.

•

Once, you are agreed to participate in the study, the survey will be done at the
place you feel comfortable with.

•

The information you share will be strictly kept confidential and your name will be
anonymous.

•

You are free to withdraw from the study at any moment. Your participation should
be voluntary.

Potential risks
The risks of harm from participating in this study are not anticipated to be greater
or more likely than those ordinarily encountered in life.

Potential benefits
•

You will not benefit directly from participating in this study. However, your
opinions will help us understand challenges and importance of vocational
rehabilitation.

•

The feedback of overall result of the study will be provided to Employment
Action. We believe that Employment Action will be able to deliver better services
for clients. Again, the individual response will not be identified.

•

If you request a copy of research results, a one page summary of overall results
will be provided. Please contact Azusa Hori at hori @unbc.ca or contact Dr. Josee
Lavoie at jlavoie 1 @unbc.ca or call (250)-960-5283.

Payment for participation and costs
Each participant will receive a five-dollar gift certificate after completing the
survey successfully. However, if you prefer answering questions at a place outside
of Employment Action, (e.g., coffee shop), the researcher will provide the funds
to cover the cost of refreshments.

Confidentiality
•

The information gather for this study will be published as a requirement of the
degree completion for Azusa Hori . However, your individual response will not be
identified and all the information will be strictly kept confidential. After the
45

completion of the study (the project defense is successfully completed by Azusa
Hori)which is planned in July or August, 2008, the gathered information will be
discarded by shredding them.
•

The access to all the data will be allowed by only the researcher and her
supervisor.

Voluntary participation/Withdrawal from the study
•

Your decision to participate in this study is voluntary. You may refuse to
participate or you may withdraw from the study at any time.

•

Your decision not to participate or to withdraw from this study will not affect the
services you receive at Employment Action.

•

Should participants leave the study, it will be considered as withdrawal from the
study automatically.

Timeline
•

April, 2008- Advertising and collecting data from the participants

•

May, 2008- Analyzing data and composing the project report

•

June, 2008- Continuing on the project report

•

July or August, 2008- Project defense planned

•

After the successful defense- Data collected for the project will be discarded

Questions
•

You are free to ask any questions regarding this study.

•

If you have any questions during or after the study, please contact Azusa Hori at
hori @unbc.ca or contact Dr. Josee Lavoie at jlavoie 1@unbc.ca or call (250)-9605283.

•

If you have questions about your rights as a research participant, you may contact
University of Northern British Columbia, Office of Research at (250) 960-5820 or
e-mail reb@unbc.ca.

46

Appendix B- Letter of consent
I have read this letter and the Letter of Information. The purpose of the study was
explained to my satisfaction by the researcher. I have had my questions answered by
language I understand.
The risk and the benefit of the study have been explained to me. I understand that I will
be given a copy of this consent letter after signing it.
I understand that participation is voluntary, and that I am free to withdraw from this study
at any time without negative consequences. I also understand that information regarding
my personal identity will be kept confidential.
I understand that, upon request, I may have a full description of the results of the study
after its completion.
I understand that the researchers intend to publish the findings of the study.
I am aware that I can contact the researcher, Azusa Hori at hori @unbc.ca or her
supervisor, Dr. Josee Lavoie at jlavoieO@unbc.ca, (250) 960-5283, if I have any
questions about this project,. Also, I am aware that for questions, concerns or complaints
about the research ethics of this study, I can contact the University of Northern British
Columbia, Office of Research at (250) 960-5820 or e-mail reb@unbc.ca.
I HAVE READ AND UNDERSTOOD THIS CONSENT FORM AND I AGREE TO
PARTICIPATE IN THE STUDY.
Participant's name (Please P r i n t r . : - - - - - - - - - - - - - - - - Signature of the participant:
Date

Telephone number

Researcher's name: Azusa Hori
Signature of the researcher_ _ _ _ _ _ _ _ _ _ _ Date _ _ _ _ _ __
Signature of witness _ _ _ _ _ _ _ _ _ _ __

Date _ _ _ _ _ __

Printed name of witness _ _ _ _ _ _ _ _ _ __
Supervisor's name: Dr. Josee Lavoie

47

Appendix C- Survey questions for clients
Please answer the following questionnaires by putting a check mark('/) in the box
according to the level of your agreement.
Please feel free to ask questions at any time.
Strongly
Agree

Somewhat
Agree

Somewhat
Di sagree

Strongly
Disagree

1. The Employment Action
Staff have treated me with
respect and courtesy.

2. Overall , at Employment
Action my services have
been provided in a timely
manner.
3. My counselor has helped
me to understand my
disability and how it might
affect my future work.
4. I have been involved in
making choices about my
goals and services.
5. My experience with
Employment Action has
been good and I would
recommend it to others.
6. Employment Action's
policies are fair.

7. Employment Action
services have helped or
will help me get a job.

Date _ _ _ _ _ _ _ __

48

Please freely discuss your experience with Employment Action.
(Examples)
• What areas of support have you received?
• Have there been any difficulties finding proper support?
• Any recommendations regarding the services?

49

Appendix D- Question sheet for employment counselors

Date _ _ _ _ _ __

Please discuss any difficulties and suggestions found throughout your experience
as a vocational service provider.
(Examples)
• What kind of challenges do you find?
• What do you think about self-directed approach?
• What does the program need to change?

50

Appendix E- Demographic information sheet for clients
Please answer following questions.
Your information will be kept confidential and will not be used for any other studies.

I. What is your sex?

2. How old are you?

Male
18-24

Female
25-40

C41-55

56 or older

3. Have you ever been employed?

Yes

No

4. If you answer Yes on #3, what
kind of employment was it?

C Full-time

l Part-time

Less than 3 months

Less than 2 years

3 months to 1 year

More than 2 years

5. How long have you been
unemployed?

C Never been employed
6. What kind of employment are you
looking for?

Full-time

Part-time

7. (Optional)
What kind of disability do you
have?

51

Appendix E- Demographic information sheet for employment counselors
Please answer following questions.
Your information will be kept confidentially and will not be used for any other studies.

1. What is your sex?

CMale

2. How many years have you been
working as an employment
counselor?

Female
years

3. About how many clients do you
work with in one usual day?

About

clients

4. About how many active clients do
you have?

About

clients

52

Letter of consent for the access to Employment Action

I,
(Executive Director) allow Azusa Hori to access to
Employment Action during the period of the project procedure, which will commence in
April, 2008 .
We understand the study procedure clearly. When questions rise, we understand that we
can contact Azusa Hori at any time at (250) 561-7176 or e-mail hori @unbc.ca
Azusa Hori has promised us that she would not disturb any business operations.

Employment Action
300-1268 51h Avenue,
Prince George, BC V2L 3L2
Executive Director: Lori Forgeron
Signature ___________

Date ________

Researcher: Azusa Hori
Disability Management
University of Northern British Columbia
Signature ___________

Date ________

Project supervisor: Dr. Josee Lavoie

53