RSM 6, Section 200: WTC Program Administration

Updated: 3​/25

201 Mission Statement for the Workforce & Technology Center

201.01 Purpose

To establish program mission and charge of the Workforce & Technology Center (WTC), consistent with the mission of DORS (RSM 1, Section 100).

201.02 Applicability

All staff, vendors and volunteers of WTC.

201.03 Policy Statement

WTC is part of the Division of Rehabilitation Services (DORS) of the Maryland State Department of Education (MSDE). WTC is accredited by the Commission on Accreditation of Rehabilitation Facilities (CARF) and is operated within by-laws that are contained in the Code of Maryland Regulations.

201.04 Vision

Our shared vision is that the State of Maryland is the best place in our nation for persons with disabilities to live, work and raise a family. Individuals with disabilities are welcome, fully included and actively participate in all Maryland communities.

201.05 Mission

The mission of DORS is to provide leadership and support in promoting the employment, economic self-sufficiency and independence of individuals with disabilities.

201.06 Charge

The charge of DORS is to maintain and enhance opportunities for individuals with disabilities by:

1. Promoting employment and independent living through the administration and development of the State’s rehabilitation services program.

2. Maximizing independence and self-sufficiency through the administration and development of the State’s Disability Determination Services program.

3. Building collaborative relationships with public agencies, private organizations, employers and community groups.

4. Fostering a skilled and diverse workforce that reflects the diversity of Maryland’s communities and the people we serve.

5. Promoting empowerment and inclusion in all of Maryland’s communities.

201.07 Procedures

WTC serves individuals with disabilities who are eligible for services under the Federal Rehabilitation Act of 1973 (as amended) and can be served consistent with the Order of Selection (RSM 2, Section 503). This means that the individual’s condition substantially interferes with their ability to gain employment or live independently. Referrals are made by DORS rehabilitation specialists, the Veteran’s Administration, Workers' Compensation Commission and other state vocational rehabilitation agencies.

Specialists work together with individuals with disabilities to develop options and choices for consideration and creative ways of reaching individual rehabilitation goals. Available services include assistive technology, employment placement, pre-vocational and career training.

201.08 Responsibility

The WTC Program Director is responsible for assuring that all staff, vendors and volunteers are aware of individual duties and responsibilities to perform the tasks necessary to accomplish the mission of WTC.

202 Organizational Structure

202.01 Purpose

To establish organizational and functional designations and responsibilities for WTC, consistent with the organizational structure of DORS (RSM 1, Section 200).

202.02 Applicability

WTC Staff.

202.03 Policy Statement

WTC is an organizational subprogram of MSDE DORS. This subprogram will be managed and directed by the WTC Program Director, who shall report to DORS’ Assistant State Superintendent. The Program Director serves as the chief executive officer of WTC and is responsible for the administration of the program.

202.04 Procedures

1. The WTC Program Director will plan, develop, implement and evaluate all client services programs.

2. The WTC Program Director will develop an annual budget for the operation of the client services programs.

3. The WTC Program Director will assure that policies and procedures are developed which are consistent with applicable federal and state laws and regulations governing the planning and delivery of comprehensive vocational and independent living rehabilitation services on behalf of persons who are found eligible for services.

4. The WTC Program Director will assure that all applicable federal and state laws and regulations are implemented and maintained associated with the rights and responsibilities of individuals served.

5. The WTC Assistant Directors manage and direct the operations of assigned program operations involving budgetary control, personnel activities in concert with DORS Personnel and associated management activities subject to the approval and consent of the Program Director.

6. Organizational designations associated with the operations of the facility for budgetary and personnel management purposes are as follows:

• 22000 Administrative Services
• 22100 Student Services
• 22200 Residential and Enrichment Services
• 22400 Workforce Services
• 22500 Assistive Technology
• 22800 Behavioral Health Services

202.05 Responsibility

1. The Assistant State Superintendent in Rehabilitation Services is responsible for implementing and monitoring this policy.

2. The WTC Program Director is responsible for the management of the program consistent with assigned responsibilities.

203 Community Safety

203.01 Purpose

To provide safety guidelines when services are provided off-site, e.g., in the consumer’s home, public facilities and business locations.

203.02 Applicability

WTC staff, DORS-approved providers and vendors.

203.03 Policy Statement

WTC will promote policies, implement procedures and provide training related to the safety of WTC staff and consumers for service provision in the community.

203.04 Procedures

1. Individual Service Provision

1. Case managers/center counselors and service providers review the referral documentation and electronic case file to evaluate for security issues (e.g., location, pets, opposite sex consumer, mental health issues, criminal background, sex offender, "rat and cockroach infested").

2. When security is a concern for a community service, the case manager/center counselor and service provider shall discuss the security concern prior to the scheduled appointment. WTC Leadership, Supervisor, and/or DORS Police staff are available for consultation.

3. The case manager/center counselor shall arrange for another staff member or Field staff to accompany the service provider to the location if the service provider and/or the case manager/center counselor feel safety is a concern.

4. Prior to exiting a vehicle at the service location and returning to it at the conclusion of the service, the service provider will evaluate the area for security.

5. When the service provider arrives at the appointment location, she/he will clearly identify her/himself. Identification will be prominently displayed. In some instances, the service provider may give the consumer a business card and/or have a copy of the appointment letter.

6. Service providers will observe universal infection control precautions.

2. Off-site Career & Technology Training Programs

1. The Career & Technology Training Program Manager or Supervisor will investigate emergency procedures that are in place at the service delivery site and develop a safety form that will be reviewed with students prior to the beginning of training.

2. The Career & Technology Training Program Manager or Supervisor will ensure the physical environment, including accessibility, of the training site is appropriate and safe for service provision.

3. The Career & Technology Training Program Manager or Supervisor will ensure that basic first aid supplies and actions to be taken in the event of an emergency have been reviewed with staff assigned to the training site and consumers assigned to the training site.

4. The Career & Technology Training Program Manager or Supervisor will ensure that staff assigned to the training site will contact them and maintain communication in the event of an emergency including decisions to continue or discontinue services.

203.05 Responsibility

1. WTC Leadership

1. The WTC Director and Assistant Directors shall ensure that their staff are aware of safety concerns for consumers and staff, and that this policy will be followed.

2. WTC Leadership will ensure that training will be provided annually to all staff who provide services in the community.

3. WTC Leadership will ensure that AWARE™ service provision letters for off-site services alert consumers to security measures (e.g., service providers will have identification badges).

2. Supervisors

1. Supervisors are responsible for monitoring provision of off-site services and reminding staff about safety issues.

2. The supervisors shall be a primary contact for staff and consumers if safety concerns or problems occur.

3. Supervisors shall alert their immediate supervisor of any safety issues.

3. Case Managers/Center Counselors
   

1. Case managers/center counselors are responsible for reviewing the referral documentation and electronic case file to evaluate for security issues.

2. When security is a concern for a community service, then the case manager/center counselor shall discuss any security concerns with the provider/providers prior to the scheduled appointment and arrange for another staff member or Field staff to accompany the provider to the location.

3. Case managers/center counselors shall alert their immediate supervisor of any safety issues that result from a community service.

4. WTC Service Providers

1. WTC service providers shall familiarize themselves with case information prior to departing for the location. If they have concerns, then the provider should request that the case manager/center counselor arrange for another staff member or Field staff accompany them to a location.

2. Service providers shall alert their immediate supervisor of any safety issues that result from a community service.

3. Career & Technology Training instructors are required to complete Career & Technology safety training and forms relevant to the off-site training location.

204 Monitoring Committee

204.01 Purpose

To establish the mission, policy, and procedures of the WTC Monitoring Committee.

204.02 Applicability

All consumers, employees, volunteers, other staff and visitors at WTC.

204.03 Definitions

• Infection Control – The implementation of specific procedures and precautions for the purpose of preventing and controlling the spread of pathogenic organisms from one person to another, thus reducing the incidence of nosocomial infection.

204.04 Policy Statement

1. WTC will maintain a Monitoring Committee to assure that WTC’s physical environment, policies and procedures support the health, safety and welfare of all consumers, employees, volunteers, other staff and WTC visitors.

2. The Chairperson of the Monitoring Committee is the WTC Assistant Director (Administrative Services) or designee.

3. The committee and/or subcommittees meet throughout the year on an as-needed basis. The committee will report the status of their assigned responsibility at least once each calendar year. A summary report will be submitted to the WTC Director for review and approval. Reports will be shared with the WTC Leadership Team and WTC supervisors who will share relevant information with WTC staff.

4. Membership of the Committee includes but is not limited to the following staff:

1. WTC Assistant Director (Administrative Services)

2. Risk Manager

3. DORS Police Chief and Maintenance Supervisor

4. Accessibility Coordinator

204.05 Procedures

The Monitoring Committee will:

1. Develop, review and revise policies and procedures to minimize the risk of accidental injuries at WTC.

2. Review and evaluate the Emergency Policies (RSM 6, Section 600) and Continuity of Operations Plan for DORS/WTC to assure that it meets the needs of persons using WTC and that it adequately addresses the standards established by federal, state and local regulatory agencies.

3. Ensure inspection of all WTC facilities and grounds is completed to identify any conditions which may endanger the safety or health of persons using WTC; submit recommendations for corrective action as necessary.

4. Review and evaluate all incident reports and recommend corrective action, as appropriate, to eliminate or minimize safety hazards.

5. Review report of consumer complaints.

6. Identify potential epidemic situations, sanitary problems, and health hazards in regard to food handling, infectious materials, laundry, disposal of environmental and individual wastes, pest infestations, traffic control/visiting rules of high risk areas, sources of airborne infection, maintenance of equipment, machines and water fountains. Recommend corrective action as necessary.

7. Assure that health and safety procedures are posted as necessary. Monitor compliance.

8. Recommend specific health and safety studies as necessary.

9. Monitor planned fire and disaster drills to evaluate the effectiveness of WTC policies and procedures.

10. Recommend and monitor in-service training programs related to health and safety standards, policies, and procedures.

204.06 Responsibilities

1. The Assistant Director (Administrative Services) is responsible for maintaining the operations of the Monitoring Committee and assuring that an annual report is submitted to the WTC Program Director.

2. Members of the Committee are responsible for attending meetings and assisting with the work of the committee as assigned.

3. Employees, other staff, volunteers and consumers are responsible for observing WTC health and safety policies and procedures.

205 Performance Measurement and Management System

205.01 Purpose

To establish policy and procedures for the administration of WTC’s performance measurement and management system.

205.02 Applicability

This policy applies to all staff and CARF-accredited programs of WTC.

205.03 Policy Statement

WTC will maintain a performance measurement and management system which will be used to guide management decision-making related to:

1. Strategic planning

2. Resource allocation

3. Modification of service delivery

4. Staff training

5. Marketing

6. Improved and expanded relationships with external groups and other DORS administrative units.

205.04 Procedures

1. Performance measurement activities will measure aggregate outcomes for WTC CARF-accredited programs (Career & Technology Training) which will address:

• Effectiveness
• Efficiency
• Business function
  
• Service access
• Consumer satisfaction
• Stakeholder satisfaction

2. The Assistant Director (Administrative Services) will produce an annual program evaluation report that will be distributed to WTC staff. This report will consist of general data and performance measurement information that complies with the Commission on Accreditation of Rehabilitation Facilities (CARF) standards.

3. The program evaluation report will be discussed with WTC Leadership and other interested parties. The discussion will be facilitated by the Assistant Director (Administrative Services).

4. The WTC Leadership Team will meet annually to examine the adequacy of the performance measurement system.

205.05 Responsibility

1. The Assistant Director (Administrative Services) is responsible for the timely production and distribution of an annual program evaluation report.

2. The WTC Leadership Team will demonstrate a commitment to the use of the program evaluation report as part of their decision-making matrix.

3. The program supervisors will use the program evaluation report information to effectively and efficiently operate their programs and to incorporate input from persons served and stakeholders in making needed modifications.

4. The program supervisors of the CARF-accredited programs will develop the performance measurement plan for their program, collect and analyze data, and report performance results to be included in the program evaluation report annually.

206 Risk Management Plan

206.01 Purpose

To establish a Risk Management Plan in support of WTC programs, services, and individuals with disabilities.

206.02 Applicability

Consumers, staff, and visitors.

206.03 Definitions

• Risk – Any event which is likely to adversely affect the ability of the WTC to achieve its objectives in the delivery of services to consumers with disabilities.

• Risk Management Plan – A system to identify, evaluate and reduce preventable risks to promote the safety and welfare of individuals with disabilities, through oversight and review of incident reports, consumer complaints, and other appropriate information.

206.04 Risk Management Plan

WTC will maintain a risk management plan that meets the requirements of internal policies and procedures related to the health, welfare, and safety of WTC consumers, staff, and visitors. The risk management plan will be conducted under the direction of the WTC Program Director or designee. A standing Monitoring Committee will be maintained as described in Section 204. Duties include providing an ongoing system for identifying and eliminating preventable risks associated with safety, infection control, administrative and program procedures, environmental conditions/facilities, and emergencies.

The WTC Monitoring Committee is responsible for executing this plan. The risk management plan outlines foreseeable risks for WTC and provides a set of actions to be taken to both prevent the risk from occurring and reduce the impact of the risk should it occur. More specifically, this plan includes:

1. Identification of loss exposure (a list of foreseeable risks)

2. Analysis of loss exposure (a rating of the likelihood of each risk occurring)

3. Identification of how to rectify identified exposures

4. Implementation of actions to reduce risk (a set of preventative actions to reduce the likelihood of the risk occurring)

5. Monitoring of actions to reduce risk

6. Reporting results of actions taken to reduce risks

7. Inclusion of risk reduction in performance improvement activities

206.05 Identification of Loss Exposure

Assessment categories of risks at WTC are listed below with a description of the risk for WTC. Each risk category is a particular aspect that may affect services which is likely to experience a risk.

1. Global Health Emergency – A serious, worldwide health issue which renders WTC inaccessible to WTC staff, consumers, and visitors.

2. Disaster – A disaster that renders WTC inaccessible to WTC staff, consumers, and visitors.

3. Communication – Policies, procedures, regulations and requirements associated with services provided to consumers that are not effectively communicated to WTC staff.

4. Safety – Injury of WTC staff, consumers, and visitors.

5. Active assailant – an individual that seeks to do harm to WTC staff, consumers, and visitors.

206.06 Analysis of Loss Exposure

Each risk is prioritized according to the likelihood of its occurrence and its impact on WTC consumers and services. Actions to mitigate the risks are provided.

1. Likelihood:

• Low – Unlikely to occur, based on current information, as the circumstances likely to trigger the risk are also unlikely to occur.
• Medium – Likely to occur as it is clear that the risk will probably eventuate.
• High – Highly likely to occur as the circumstances which will cause this risk to eventuate are very likely to be created.

2. Impact:

• Low – Minor impact on the organization.
• Medium – Measurable impact on the organization.
• High – Significant impact on the organization.

206.07 Identification of How to Rectify Identified Exposures and Implementation of Actions to Reduce Risk

1. Risk: Global Health Emergency – A serious, worldwide health issue which renders WTC inaccessible to WTC staff, consumers, and visitors.

• Likelihood: Medium
• Impact: High

1. Follow directions and guidance from our governing agency (MSDE).

2. Provide general health information for staff and consumers to follow to remain safe and healthy.

3. Inform staff and consumers regarding the status of the global health issue and the impact it will have on WTC services.

4. Determine WTC services that can be provided virtually to maintain the mission of the agency.

5. Develop procedures to ensure that risks are identified and addressed prior to re-initializing in-person services at WTC.

2. Risk: Disaster – A physical disaster that renders WTC inaccessible to WTC staff, consumers and visitors.

• Likelihood: Low
• Impact: High

1. Emergency drills are coordinated by DORS Police, DORS Maintenance, and WTC Monitoring Committee, and are conducted on all shifts to train staff and consumers on proper procedures.

2. The cafeteria vendor maintains supplies of non-perishable goods to feed consumers should an emergency occur that interrupts meals.​
   

3. The facility maintains an emergency generator to supply power in the event of an interruption of electrical service which is checked annually.

4. Departments are assigned hand-held radios for their staff which are used during drills or emergencies. Employees are responsible to check their radio each workday to ensure it is charged and functioning.

3. Risk: Communication – Policies, procedures, regulations, and requirements associated with services provided to consumers that are not effectively communicated to WTC staff.

• Likelihood: Low
• Impact: Medium

1. WTC’s emergency policies are located on the intranet and are updated as needed. Policies include procedural information to follow in the event of an emergency.

2. New employees receive training on emergency procedures from their supervisors within the first 30 working days of employment. The New Employee Orientation form is submitted to DORS Personnel.

3. Consumers who report a complaint when they believe they have not been treated fairly or provided appropriate services by WTC may ask for help, either on their own or with assistance.

4. Risk: Safety – Injury to WTC consumers.

• Likelihood: High
• Impact: Medium

1. WTC conducts training annually to ensure employees are aware of safety and first aid procedures and practices to address specific concerns or issues.

2. Departments have First Aid Kits located throughout WTC. The kits are checked quarterly to ensure they have all the required supplies.

3. The WTC Risk Manager reviews incidents and develops recommendations to improve safety. These recommendations are communicated to WTC Program Managers and Supervisors, as appropriate. This review is completed annually. See Section 206.08 for incident procedures.

4. DORS Police and WTC staff may conduct a search of a consumer’s room or locker when there is reasonable information that a search will prevent imminent danger to the safety or welfare of a consumer, an employee, or other person on WTC property, or that the search is likely to produce evidence that the consumer has violated a law or the rules of WTC. See Section 206.10 for search procedures.

5. Departments are assigned hand-held radios for their staff which allow staff members to coordinate responses more efficiently during emergencies. Employees are responsible to check their radio each workday to ensure it is charged and functioning.

6. WTC provides safety guidelines when services are provided off-site (e.g., in the consumer’s home, public facilities, and business locations). See Section 203. Guidelines are reviewed annually with staff.

7. WTC Workforce Services instructors are responsible for reviewing safety guidelines with new and current consumers in their respective training programs monthly. Consumers sign an acknowledgement sheet which documents their attendance in the discussion/review.

8. The WTC Risk Manager will review annually the content of an education program which reviews physical risks to consumers and is provided prior to beginning Career & Technology Training programs.

9. WTC has an automated external defibrillator (AED) to check heart rhythm for individuals experiencing sudden cardiac arrest. Identified WTC staff are also provided with CPR training.

10. Security cameras are inside and outside of the building located at 2301 Argonne Drive. DORS Police and Security staff in addition to some WTC staff monitor the cameras for the safety of consumers, staff, and visitors.

5. Risk: Active Assailant – An individual who seeks to do harm to WTC staff, consumers or visitors.

• Likelihood: Medium
• Impact: High

1. Safety drills and training are coordinated by DORS Police, DORS Maintenance, and WTC Monitoring Committee, and are conducted on all shifts to train staff and consumers on proper procedures and to address specific concerns as needed.

2. Departments are assigned hand-held radios for their staff which are used during drills or emergencies. Employees are responsible to check their radio each workday to ensure it is charged and functioning.

3. Safety information signage is posted throughout the WTC informing staff, students, and visitors of emergency procedures. This information is given to visitors in the front lobby by Security and is also contained within the WTC Admissions packet.

206.08 Monitoring of Actions to Reduce Risk and Reporting Results of Actions Taken to Reduce Risks: Incident Procedures

1. A WTC staff member will serve as WTC Risk Manager for incidents involving consumers. The DORS Statewide Risk Manager will handle incidents involving staff, visitors, volunteers, and equipment. Both risk managers will address any incident that involves both WTC consumers and staff, visitors, or volunteers.

2. Staff are responsible for completion of WTC Incident Reports (RS-WTC-1f).

3. The WTC Risk Manager will receive and review all WTC Incident Reports (RS-WTC-1f) within one working day of the occurrence of the specific incident involving a consumer. The WTC Risk Manager will contact appropriate supervisors/managers for comment and/or action, as appropriate. The WTC Program Director or designee reviews all incident reports.

4. An Administrative Services Team will also meet within one working day of the occurrence of a physical altercation or complex incident involving WTC consumers to conduct a debriefing. This team will include, at minimum, the WTC Risk Manager, a WTC Program Manager or designee, DORS Chief of Police, and WTC Center Counselor Supervisor.

5. The WTC Program Director or designee will be notified as soon as possible by the DORS Chief of Police or designee of any incident which involves a serious and/or critical threat to the health, welfare, or safety of any consumer within the facility; of any incident which may involve criminal or civil charges as a result of alleged actions which occurred in the facility or on its grounds; and incidents which involve potential litigation. The WTC Program Director or designee will receive copies of the DORS Police Incident Reports. After review, the WTC Program Director or designee will forward the DORS Police Incident Reports to the WTC Risk Manager. The DORS Chief of Police will document the communication via the DORS Police daily Security log.

6. The WTC Risk Manager will, as appropriate, investigate and evaluate reported incidents. A plan of correction will be developed and implemented to prevent recurrence, as appropriate. The WTC Risk Manager may delegate the investigation to other staff such as DORS Police as appropriate (RSM 3, Section 3400).

7. The WTC Risk Manager will notify staff of any investigation being conducted. In such instances, the WTC Risk Manager, under the direction of the WTC Program Director, will be the primary agent for directing all activities related to the review and analysis of the incident.

8. The WTC Risk Manager will cooperate with the WTC Monitoring Committee and supervisory staff in assessing and addressing preventable risks. The WTC Risk Manager will review annually the content of an education program which reviews physical risks to consumers and is provided prior to beginning Career & Technology Training programs.

9. The WTC Risk Manager will maintain records of all activities associated with the risk management program conducted within the facility including statistical records, reports issued to administrative and management bodies or committees, recommendations, findings, and follow-up activities.

10. The WTC Risk Manager will, on the basis of evaluation and analysis of reported incidents, recommend or assist in providing training programs for staff persons. WTC-wide training will be conducted at a minimum of once per year to review critical incident reporting procedures.

11. The WTC Monitoring Committee (Section 204) will submit an annual report to the WTC Program Director based upon a review, evaluation, and analysis of incidents, findings, and recommendations brought to the attention of its members by the WTC Risk Manager or others. The WTC Risk Manager will include information from the WTC Incident Reports (RS-WTC-1f) and DORS Police Incident Reports in this analysis.

12. The proceedings, records, and files of the WTC Risk Manager are not discoverable and are not admissible in evidence in any civil action arising out of matters that are being reviewed and evaluated by the committee.

13. A staff person who acts in good faith and within the scope of jurisdiction of the WTC Risk Manager is not civilly liable for any action as a member of the committee or for giving information to, participating in, or contributing to the function of the committee.

206.09 Monitoring of Actions to Reduce Risk and Reporting Results of Actions Taken to Reduce Risks: Complaint Procedures

1. Individuals who believe they have not been treated fairly or provided appropriate services by WTC may ask for help, either on their own or with assistance from the Client Assistance Program (CAP), in the following ways:

1. WTC Meeting with Case Manager/Center Counselor – The individual may request a meeting with the case manager/center counselor and the supervisor to discuss the problem and seek a solution.

2. Consumer Complaint Procedure – The individual may request to fill out a formal Consumer Complaint Form (RS-WTC-1b) and forward it to the WTC Risk Manager for investigation.

3. CAP – CAP staff give advice and provide clarification of, or assistance with, the rehabilitation services provided by WTC and other agencies. CAP staff work with individuals and DORS staff to help resolve concerns and problems and can offer assistance with mediation or the Appeal Process.

2. If a formal written complaint is filed the form should be submitted to the WTC Risk Manager for review.

3. WTC Risk Manager must communicate with the consumer making the complaint within two weeks as to the status of their complaint.

4. WTC Risk Manager will coordinate the investigation of the complaint and make appropriate recommendations to the Program Director for management review.

5. Program Director will make the final decision of the appropriate action to be taken.

6. Program Director will assure that the consumer is informed of the decision.

7. If the consumer is not satisfied with the decision they may appeal this decision and may request CAP assistance.

8. Consumer complaints will not result in retaliation or barriers to services.

206.10 Monitoring of Actions to Reduce Risk and Reporting Results of Actions Taken to Reduce Risks: Search Procedure

1. DORS Police/Security may conduct a search when there is reasonable information that a search will prevent imminent danger to the safety or welfare of a consumer or suspicion that a consumer is in possession of prohibited item(s) which violates DORS/WTC policies, rules, regulations, or Maryland State laws.

1. When it is determined that a search should be conducted, DORS Police/Security will contact the WTC Program Director or designee to provide pertinent information and request permission to conduct the search.

2. A search may be undertaken without advance authorization if imminent danger to the health, welfare, or safety to the consumer or others exists. The WTC Director or designee will be immediately notified of any search that was conducted without advance authorization.

2. If an employee enters a dormitory room in the course of routine duties (room check) or at the invitation of a consumer and observes something that may be evidence of a violation of law or WTC rule; or that imminent danger to the safety or welfare of a consumer, an employee, or other person on WTC property exists; the employee should report it to DORS Police/Security so that a search under this procedure may be conducted. After informing DORS Police/Security, the employee will inform their supervisor.

3. Searches shall be made with the consumer present, if reasonably possible, unless such presence would endanger the searching party or create a risk where evidence of a crime or policy may be destroyed by the consumer.

4. Searches shall be made in the presence of a third party. Any DORS staff member may serve as the third party.

5. The DORS Police Officer or Security Officer will complete the DORS Police Incident Form. The completed form will be distributed to the DORS Police Chief, Director of Facilities and Operations, Director of Administration & Financial Services, WTC Program Director or designee and WTC Risk Manager. The Director of Administration & Financial Services is responsible for forwarding a copy of the report to the Assistant State Superintendent – Rehabilitation Services.

6. The WTC Risk Manager will include in the annual report a summary of all searches. The WTC Program Director or designee will forward this information to the Assistant State Superintendent for review and submission to the Maryland State Board of Education, as requested.

206.11 Inclusion of Risk Reduction in Performance Improvement Activities

Areas of risk that have been identified will be addressed until proper resolution. If the resolution is not successful, then the plan will be adjusted to include a new analysis of risk with the addition or revision of existing strategies to rectify the risk.

206.12 Insurance

The Insurance Division of the Maryland State Treasury is responsible for administering the State's Insurance Program, which is composed of both commercial and self-insurance. Commercial insurance policies are procured to cover catastrophic property and liability losses, and other obligations derived from State contracts, statutes, and regulations.

Among the several exposures covered by commercial policies are State-maintained toll bridges and tunnels, rail operations, assorted professional liability exposures, and student athlete accidents. The State also self-insures a significant portion of its exposures and maintains the State Insurance Trust Fund to pay claims and the costs associated with handling those claims. Self-insurance coverage includes State-owned real and personal property, vehicles, and liability claims covered under the Maryland Tort Claims Act.

Four units comprise the Insurance Division: Claims, Underwriting, Loss Prevention, and Litigation. The DORS' goal is to provide statewide risk management through loss restoration (Claims), loss protection (Underwriting), loss control (Loss Prevention), and loss resolution (Litigation). See the Maryland State Treasurer website for additional information.

206.13 Procedures Regarding Communications

See RSM 1, Section 900.

206.14 Contractual Services

Career & Technology Training Services that are provided under contract with another organization or individual require documented reviews of the contract services, to include:

1. Annual performance assessment in relation to the scope and requirements of the contract is completed at the renewal of each contract.

2. Adherence to all applicable policies and procedures of DORS, WTC, and the department is completed at the renewal of each contract or when issues arise.

3. Adherence to all applicable CARF standards is completed at the renewal of each contract or when issues arise.

206.15 Responsibility

1. WTC Program Director or designee is responsible for assuring that a WTC-wide Risk Management program is established, maintained and supported as an integral part of facility operations. The WTC Program Director or designee is responsible for inclusion of risk reduction in performance improvement activities.

2. WTC Risk Manager is responsible for:

1. Investigating, analyzing, and evaluating incidents and complaints.

2. Preparing and issuing reports for the WTC Monitoring Committee.

3. Assuring coordination of Risk Management activities with individuals and committees within WTC responsible for the planning, delivery, and monitoring of consumer services, safety, and infection control matters, and program evaluation and quality assurance functions.

4. Coordinating Risk Management activities with DORS statewide Risk Manager when requested by the WTC Program Director or designee.

3. Staff persons involved in the identification, recording and/or witnessing of incidents involving real or potential threats to the health, welfare and safety of others are responsible for notifying the WTC Risk Manager either by completing an WTC Incident Report (RS-WTC-1f) or by other means.

207 Consumer Satisfaction Survey

207.01 Purpose

To ensure a mechanism for obtaining feedback from consumers at service completion.

207.02 Applicability

For departments providing consumer satisfaction surveys, all consumers discharged from a service, except those consumers unavailable at time of service completion, shall be requested to complete a consumer satisfaction survey.

207.03 Policy Statement

In order to provide an avenue for consumers to express their views at service completion and to make whatever comments they feel are appropriate, the following procedure will be followed. This procedure for obtaining input from the consumer is part of a comprehensive effort of program evaluation. Consumer satisfaction will be measured, documented, and incorporated into the comprehensive program evaluation.

207.04 Procedures

1. As part of the service completion process, the case manager/center counselor or appropriate WTC staff will provide a Consumer Satisfaction Survey to each consumer. WTC staff will explain the purpose, how to complete it, how the information will be used and how to obtain assistance if necessary and will collect completed surveys.

2. Completed surveys will be sent by WTC staff to the department supervisor for review with staff and then forwarded to the Assistant Director (Administrative Services) for review, tabulation and analysis.

3. All consumers requesting follow up will be contacted within 30 days by WTC staff who will be responsible for reporting feedback to the appropriate staff members. Significant findings and observations will be reported to the WTC Leadership Team.

207.05 Responsibility

1. WTC Assistant Director (Administrative Services) is responsible for assuring that consumer satisfaction is incorporated into program evaluation and development.

2. WTC staff is responsible for the implementation of this policy.

208 Advisory Committees

208.01 Purpose

To establish policies and procedures for advisory committees.

208.02 Applicability

All WTC Staff.

208.03 Policy Statement

WTC will establish and maintain advisory committees to seek and benefit from the views of persons with disabilities, consumers and other citizens and groups in matters related to general policy development and implementation including, but not limited to, program planning and evaluation, development of legislative and budgetary proposals, assessing research and service studies and proposals, marketing, curriculum and program development. The Maryland State Rehabilitation Council Employment & Career Development Committee is responsible for reviewing policies, programs and services of WTC. WTC will maintain employer advisory committees for each employment skills training program within WTC.

208.04 Procedures

1. Reports, minutes, and special communications prepared by advisory committees will be directed to the Program Director and Executive Staff for review and consideration.

2. The Maryland State Rehabilitation Council Employment & Career Development Committee is composed of at least three members of the council, including those representing business and industry, WTC and community rehabilitation programs. The committee will meet quarterly to review activities related to DORS/WTC.

3. The Assistant Director (Workforce Services) is responsible for the establishment and maintenance of Employment Advisory Committees, as follows:

1. Employment Advisory Committees will be composed of employers and other professionals engaged in the particular trade or skill area associated with the WTC training program served by the Committee.

2. Employment Advisory Committee members will assist WTC personnel in maintaining state of the art instructional programs by reviewing, evaluating and developing recommendations for: curriculum content, program goals and objectives, equipment needs, and changes required because of marketplace developments and trends.

3. Minutes and records of the activities of the Employment Advisory Committees will be maintained. Minutes of all Employment Advisory Committees will be reviewed by the WTC Program Director. Committees will meet according to need, but no less than once each year, and conduct their affairs according to established policies and procedures of WTC and DORS.

208.05 Responsibility

1. Program Director will be responsible for serving on the Maryland State Rehabilitation Council Employment & Career Development Committee.

2. Assistant Director (Workforce Services) will be responsible for assuring that Employment Advisory Committees are maintained.

3. All WTC personnel are responsible for cooperating and assisting advisory committees in maintaining and conducting their activities.

209 Consumer-Based Marketing

209.01 Purpose

To establish marketing activities that meets the needs of prospective consumers and are consistent with program goals, objectives and ethical standards.

209.02 Applicability

This policy applies to all WTC staff.

209.03 Policy Statements

1. WTC will market its services to referral sources, prospective consumers, families of prospective consumers, organizations and individuals.

2. All marketing activities and materials will present objective and current information about WTC’s services, including outcome data and results of consumer satisfaction surveys.

3. The focus of marketing will be on educating prospective consumers about services so that the individual can make an informed choice about WTC as a provider of employment services.

4. All marketing activities will be carried out consistent with DORS Employee Ethical Guidelines (RSM 1, Section 1000).

5. Information about unmet needs and access to WTC services learned in the course of marketing activities will be coordinated with program planning, program evaluation and quality assurance.

209.04 Procedures

1. Management and supervisory staff will participate in marketing activities, especially those related to their particular WTC services.

2. Primary focus will be on marketing streamlined provision of effective services for individuals who are consumers of Maryland’s vocational rehabilitation and independent living programs.

3. Secondary referral sources, including public and private agencies and organizations, will be provided regular updates regarding available services. In addition, specific cooperative agreements and memoranda of understanding will be developed to assure responsive services for third-party referrals.

209.05 Responsibility

1. Program Director is responsible for assuring that marketing activities are coordinated and carried out in accordance with this policy.

2. WTC administrative and supervisory staff are responsible for participating in marketing activities and developing specific recommendations for improving and expanding services.

210 Program Accessibility and Reasonable Accommodations

210.01 Purpose

To identify policy and procedures which assure accessibility of WTC, its programs and services to all consumers.

210.02 Applicability

This policy applies to staff of WTC and affects individuals admitted to WTC.

210.03 Definitions

• Reasonable Accommodation – An adjustment or alternation in a program, service or physical environment that enables a qualified person with a disability to access the service or program. Reasonable accommodations include such modifications as an adjusted work schedule, additional time allotted for test, provision of an interpreter, use of a modified computer, etc.

• Qualified Interpreter – An interpreter who meets one of the following criteria:

1. Holds Registry of Interpreters for the Deaf (RID) certification.

2. Has passed the Quality Assurance of a college or interpreter referral agency.

3. Is referred by an independent interpreter referral service.

4. Has functioned satisfactorily in performing interpreter services at WTC as determined by consumers who are deaf and by staff specializing in services to individuals who are deaf.

210.04 Policy Statement

1. No otherwise qualified individual with a disability shall, solely by reason of his or her disability, be excluded from the participation in, be denied the benefits of, or be subject to discrimination under any program or activity conducted by WTC.

2. WTC will provide reasonable accommodations to qualified individuals with disabilities to assure access to programs and services unless providing the accommodation would cause undue hardship.

3. Consideration will be given to specific accommodations requested by the consumer. However, WTC reserves the right to provide a different accommodation that meets the individual's needs.

210.05 Procedures

1. WTC management will assure that the facility meets the highest standards of physical accessibility, and fully complies with CARF and ADA standards. Systems will be in place to monitor and address accessibility, including periodic inspection of the building, and to receive and address feedback and suggestions from consumers and other interested individuals regarding accessibility issues.

2. WTC admissions staff, case manager/center counselor and service providers coordinating services will make every effort to identify and address the need for reasonable accommodations prior to a consumer’s admission to WTC, based on information in the record of services and discussion with the individual and the referral source. The need for reasonable accommodations will be included in issues discussed in the Pre-Admission Conference required for individuals referred to WTC for employment training programs.

3. WTC case manager/center counselor will address reasonable accommodation needs which come to light after the individual has been admitted to WTC and will make every effort to provide appropriate accommodations in an expeditious manner.

4. WTC staff will maintain internal procedures to facilitate appropriate provision of interpreter services by "qualified interpreters" (see Section 210.03) and provision of material in alternate formats.

5. In arranging provision of reasonable accommodations, WTC staff will consider whether the assistance could be provided by volunteers (e.g., escorts, readers, tour guides) through the Volunteer Services Office.

210.06 Responsibility

1. The DORS Facility Operations Branch Chief and the WTC Accessibility Coordinator will be responsible for monitoring the facility for physical/architectural accessibility at least semi-annually, documenting and addressing findings.

2. The WTC Accessibility Coordinator is responsible for:

1. Addressing feedback and suggestions related to physical accessibility of the facility.

2. Addressing feedback and suggestions related to program accessibility.

3. WTC case managers/center counselors are responsible for:

1. Identifying reasonable accommodation needs prior or subsequent to admission to WTC.

2. Upon approval by WTC management, coordinating and facilitating provision of reasonable accommodations.

211 Work Orders - Career & Technology Training

211.01 Purpose

To establish a uniform policy of work orders for work requested to be completed by students enrolled in Career & Technology Training.

211.02 Applicability

WTC students, MSDE staff, WTC staff and volunteers, DORS central office and field staff, and groups designated by the Program Director.

211.03 Definitions

• Work Order - A request for work to be provided b​y the students in Career & Technology Training programs at WTC.

• Personal Customer - Employee of MSDE, including persons employed under contractual arrangements with DORS or retirees; volunteer registered with the DORS Volunteer Services Office; or other individuals approved by the Program Manager (Workforce Services) who submits a work order for their personal items/services.

• Institutional Customer - MSDE or any DORS office submitting a work order related to state property.

211.04 Policy Statement

Work orders will only be accepted when they support the training objectives established for students enrolled in Career & Technology Training.

Work orders will be accepted only from personal or institutional customers as defined above.

Students accepted into Career & Technology Training do not have an employee/employer relationship, and therefore are not paid for participating in career training activities. Under no circumstances will a student be extended or retained in a program or beyond their normal class hours in order to complete a work order. Students will not provide services normally performed by State employees.​

211.05 Procedures

1. Request for Service
   

1. Requests for service will be initiated by the customer to the training instructor.

2. Verification by the training instructor must be provided that the work is requested by a personal or institutional customer. Verification may include an identification badge, a state employee card or other suitable official documentation.

3. The training instructor will assess the vehicle and provide the cost of the service.

4. Parts, materials, and supplies required to complete work orders will be secured by one or more of the following methods:

1. The customer will obtain the specified parts and supplies as directed by the training instructor.

2. Career & Technology Training materials and supplies used are included in the cost of the service.

3. Training instructors will not assume any responsibility for purchasing materials, parts, or supplies.

5. The training instructor will schedule the service in keeping with the training class objectives.

2. Career & Technology Training: Automotive Services Work Order Form

1. Upon request for service, the work order form will be completed by the training instructor responsible for overseeing the work of the training students. The work order form will include the description of the requested work including the cost. The training instructor will sign as the "Supervisor/Director."

2. The customer must read, sign, and date documenting agreement to the terms and cost as established.

3. The customer will write the check or money order number at the top of the work order form.

4. The two-part work order form is separated by the customer.

1. The customer puts the white copy (first page) into a blue confidential envelope with the check or money order, seals, and places it in the lockbox. The training instructor will not complete this process. This ensures that payment is not received by any WTC staff at this time. Receipt of payment by WTC staff at this time would require that the agency's time-sensitive fiscal processes be initiated.

2. The customer gives the yellow copy (second page) to the training instructor.

3. Payment:

1. Payment will be made only by check or money order and are payable to: Division of Rehabilitation Services.

• Under no circumstances are instructors to accept cash, money orders or checks made out to them personally from any customer.

• Training instructors shall not accept tips. Failure to comply with this procedure may result in disciplinary action.

2. All funds received from work orders in the training program will be returned to Career & Technology Training as a budget credit.

4. Processing Payment

1. Staff assigned to process payments are determined by the WTC Program Manager for Workforce Services.

2. On Tuesday through Thursday, assigned staff will pick up the blue confidential envelopes from the lockbox at the auto training shop.

3. The assigned staff will review the work order and the check / money order to confirm that payment occurred and that the check/money order number is recorded on the work order form. They will sign and date at the bottom of the work order form ("Business Office").

4. An electronic file of all work orders will be maintained (Google Drive/Auto Invoices). This includes a copy of the customer's check or money order received for payment which will be scanned by the assigned staff.

5. The assigned staff will create a new Google sheet using the template: WTC- Check receipt log adding the date the payments were received (e.g., 2024-07-26). The assigned staff will enter the Customer Name, Payor Listed on Check, Amount, Work Order Number, Deposit or Check Type, Check Number, and Notes for each work order payment.

6. The assigned staff will print and sign the WTC- Check Receipt Log.

7. The assigned staff will seal checks and money orders, and work order forms with the WTC- Check Receipt Log into a blue confidential envelope.

8. The assigned staff will deposit all envelopes in the wall box located on the third-floor mailroom for DORS Fiscal to complete the payment process.

5. Under no circumstances are WTC students permitted to "test drive" cars or deliver cars to customers when work is completed in the Automotive Training areas. WTC students are permitted to drive cars into and out of the automotive shop floor under supervision of WTC Automotive Training instructors.​

211.06 Responsibility

1. The Workforce Services Program Manager is administratively accountable for ensuring compliance with this policy and shall maintain a process to monitor compliance.

2. WTC staff as designated above are responsible for following procedures as outlined.

3. The customer assumes all risk of loss to person and property, releasing Career & Technology Training and its personnel, WTC, DORS, MSDE, and the State of Maryland from all liability with respect to person and property.​

212 Orientation of New Employees

212.01 Purpose

To establish a procedure for orientation of all new employees, including contract employees, and to define the responsibility for conducting this orientation as required by certification regulations.

212.02 Applicability

This policy applies to all employees of WTC including part-time, contractual employees and State employees who transfer to WTC.

212.03 Policy Statement

It shall be the policy of WTC to provide all new employees with a comprehensive orientation, its personnel policies, and their job duties and responsibilities. The orientation program is designed to assist the new employee in making a transition to the new position that maintains and enhances motivation, and quickly leads the new staff member to appropriate work behavior.

212.04 Procedures

1. Orientation shall be conducted in three phases:

1. An orientation to personnel information and "Getting Connected."

2. An initial departmental and WTC orientation.

3. An orientation to DORS.

2. Individuals having responsibility for the orientation are:

1. DORS Personnel Officers

2. WTC immediate supervisor and staff

3. A written record shall be maintained in the Personnel Office of the orientation of each employee.

4. In addition to the orientation outlined in this policy, all departments are responsible for training their new staff in specific job operations and procedures and other information specific to the nature of work in the department.

212.05 Responsibility

1. The immediate supervisor will:

1. Welcome new employees on the first day and provide initial orientation to WTC. If immediate supervisor is not available, he/she shall designate an individual to provide this orientation.

2. Ensure that all items in the WTC New Employee Orientation Program Guide (Attachment 200-1) are covered.

3. Job instruction, including job operations and procedures, shall be provided on an on-going basis after the initial orientation has ended.

4. Ensure that the orientation is completed within the employee’s first 30 working days of employment.

5. Check each item on the on the New Employee Orientation Program Checklist (RS-WTC-1i) as the training is provided.

6. Forward the completed and signed New Employee Orientation Program Checklist (RS-WTC-1i) to the Personnel Office no later than the 30th working day of employment.

2. The Personnel Officer will notify WTC management of the starting date of new employees.

213 Infection Control Plan for WTC Consumers

213.01 Purpose

To establish a plan for controlling incidents involving an infectious communicable disease for WTC consumers.

213.02 Applicability

WTC staff and consumers.

213.03 Policy Statement

WTC will implement and maintain an infection control plan for controlling incidents involving an infectious communicable disease for WTC consumers.

213.04 Communicable Diseases

213.05 Procedures

1. Prevention

   1. Case managers/center counselors will review referral documentation for evidence of an infectious communicable disease (See Section 213.04). If documentation or contact with the consumer notes the presence of an infectious communicable disease, then the case manager/center counselor will ensure that the individual is medically stable prior to admission to WTC by securing current medical documentation.

   2. The Risk Manager is responsible for ensuring staff are educated regarding current information related to preventing infectious communicable diseases.

   3. All WTC staff are responsible for using standard precautions, implementing proper hand washing, complying with Agency rules, implementing WTC business practices, and maintaining a safe and healthy environment to prevent the spread of an infectious communicable disease.

   4. All WTC staff are responsible for educating consumers served regarding standard precautions, implementing proper hand washing, and complying with WTC business practices to maintain a safe and healthy environment to prevent the spread of an infectious communicable disease.

2. Identification

   WTC staff will notify WTC Leadership that a consumer has informed them that they have been exposed to, have symptoms, and/or been diagnosed with an infectious communicable disease.

   1. As appropriate, WTC Leadership will inform staff and consumers that may have had close contact with the consumer or possible exposure.

   2. Staff and consumers, as appropriate, will be informed of the next steps to ensure their safety. Guidance will be based on existing State regulations, Agency rules, and WTC business practices.

3. Investigation

   1. The Risk Manager will investigate whether the proper response to the identification of possible exposure to, symptoms, and/or diagnosis of an infectious communicable diseases was completed in accordance with this policy.

   2. The Risk Manager will follow the WTC Risk Management policy for investigating incidents.

4. Reporting

   1. The Risk Manager will follow the WTC Risk Management policy for reporting and addressing the incident.

   2. The WTC Director will inform DORS Headquarters staff of the report of the communicable disease to allow for appropriate reporting to State authorities.

   3. When a consumer reports positive test results for a communicable disease, WTC Leadership will contact those consumers who were originally told about the exposure to inform them of the positive test result.

5. Control/Mitigation

   1. Standard precautions shall be used by all staff who come in contact with any potentially infectious materials. Disposable gloves will be worn when handling infectious materials.

   2. All infectious materials will be placed in red plastic bags.

   3. Red plastic bags will be placed in covered metal trash cans by housekeeping staff. When full or as needed, housekeeping staff will seal the red plastic bags and transport them to a holding room in the mechanical area. A medical waste service contractor shall haul this infectious waste away from WTC for disposal.

6. Education

   1. The Risk Manager is responsible for ensuring staff are educated regarding current information related to preventing infectious communicable diseases.

   2. The Risk Manager is responsible for reviewing all information included in this plan with WTC staff.

   3. The Risk Manager will ensure that staff are educated regarding standard precautions.

      Standard Precautions to be reviewed include:

      • Hand hygiene
      • Use of personal protective equipment
      • Cleaning contaminated surfaces
      • Safe handling/disposal of contaminated material
      • Cough etiquette (respiratory hygiene)
      • Sharps safety

213.06 Responsibility

1. WTC Leadership and Risk Manager are responsible for assuring the implementation of this policy.

2. WTC Risk Manager is responsible for assuring that staff are trained on this policy.

3. All WTC staff are responsible for adhering to State regulations, complying with Agency rules, implementing WTC business practices, and following guidance by health professionals regarding infectious communicable diseases.