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:

Promoting employment and independent living through the administration and development of the State’s rehabilitation services program.
Maximizing independence and self-sufficiency through the administration and development of the State’s Disability Determination Services program.
Building collaborative relationships with public agencies, private organizations, employers and community groups.
Fostering a skilled and diverse workforce that reflects the diversity of Maryland’s communities and the people we serve.
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, career assessment, employment placement, medical, prevocational and 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

The WTC Program Director will plan, develop, implement and evaluate all client services programs.
The WTC Program Director will develop an annual budget for the operation of the client services programs.
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.
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.
The Medical Director will assure that all applicable laws, regulations and standards associated with the planning and delivery of medical services are provided, monitored and assessed.
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.
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
22700 Career Assessment Services
22800 Medical Services

202.05 Responsibility

The Assistant State Superintendent in Rehabilitation Services is responsible for implementing and monitoring this policy.
The WTC Program Director is responsible for the management of the program consistent with assigned responsibilities.
The WTC Medical Director is responsible for management of medical services 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

Individual Service Provision

Case managers 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").
When security is a concern for a community service, the case manager 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.
The case manager 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 feel safety is a concern.
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.
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.
Service providers will observe universal infection control precautions.

Off-site Career & Technology Training Programs

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.
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.
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.
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

WTC Leadership

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

Supervisors

Supervisors are responsible for monitoring provision of off-site services and reminding staff about safety issues.
The supervisors shall be a primary contact for staff and consumers if safety concerns or problems occur.
Supervisors shall alert their immediate supervisor of any safety issues.

Case Managers

Case managers are responsible for reviewing the referral documentation and electronic case file to evaluate for security issues.
When security is a concern for a community service, then the case manager 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.
Case managers shall alert their immediate supervisor of any safety issues that result from a community service.

WTC Service Providers

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 arrange for another staff member or Field staff accompany them to a location.
Service providers shall alert their immediate supervisor of any safety issues that result from a community service.
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

Nosocomial Infection – An infection resulting from exposure to a source within a health care facility.
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.
Pathogen – An agent capable of causing disease.

204.04 Policy Statement

WTC will maintain a Monitoring Committee to assure that the Center’s physical environment, policies and procedures support the health, safety and welfare of all consumers, employees, volunteers, other staff and WTC visitors.
The Chairperson of the Monitoring Committee is the WTC Assistant Director (Administrative Services) or designee.
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.
Membership of the Committee includes but is not limited to the following staff:

WTC Assistant Director (Administrative Services)
Risk Manager
Infection Control Officer
DORS Police Chief and Maintenance Supervisor
Accessibility Coordinator

204.05 Procedures

The Monitoring Committee will:

Develop, review and revise policies and procedures to minimize the risk of accidental injuries or nosocomial infections at WTC.
Review the Infection Rate Report submitted by the Infection Control Officer and recommend corrective actions as necessary.
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 the Center and that it adequately addresses the standards established by federal, state and local regulatory agencies.
Ensure inspection of all Center facilities and grounds is completed to identify any conditions which may endanger the safety or health of persons using the Center; submit recommendations for corrective action as necessary.
For each calendar quarter, review and evaluate all incident reports and recommend corrective action, as appropriate, to eliminate or minimize safety hazards.
Review report of consumer complaints.
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.
Assure that health and safety procedures are posted as necessary. Monitor compliance.
Recommend specific health and safety studies as necessary.
Monitor planned fire and disaster drills to evaluate the effectiveness of Center policies and procedures.
Recommend and monitor in-service training programs related to health and safety standards, policies, and procedures.

204.06 Responsibilities

The Assistant Director (Administrative Services) is responsible for maintaining the operations of the Monitoring Committee and assuring that quarterly reports are submitted to the WTC Program Director.
Members of the Committee are responsible for attending meetings and assisting with the work of the committee as assigned.
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:

Strategic planning
Resource allocation
Modification of service delivery
Staff training
Marketing
Improved and expanded relationships with external groups and other DORS administrative units.

205.04 Procedures

Performance measurement activities will measure aggregate outcomes for WTC CARF-accredited programs (Career Assessment Services, Career & Technology Training and the Comprehensive Outpatient Rehabilitation Facility) which will address:

Effectiveness
Efficiency
Service access
Consumer satisfaction
Stakeholder satisfaction

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

205.05 Responsibility

The Assistant Director (Administrative Services) is responsible for the timely production and distribution of an annual program evaluation report.
The WTC Leadership Team will demonstrate a commitment to the use of the program evaluation report as part of their decision-making matrix.
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.
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 in order 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. 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:

Identification of loss exposure (a list of foreseeable risks)
Analysis of loss exposure (a rating of the likelihood of each risk occurring)
Identification of how to rectify identified exposures
Implementation of actions to reduce risk (a set of preventative actions to reduce the likelihood of the risk occurring)
Monitoring of actions to reduce risk
Reporting results of actions taken to reduce risks
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.

Global Health Emergency – A serious, worldwide health issue which renders WTC inaccessible to WTC staff, consumers, and visitors.
Disaster – A disaster that renders WTC inaccessible to WTC staff, consumers and visitors.
Communication – Policies, procedures, regulations and requirements associated with services provided to consumers that are not effectively communicated to WTC staff.
Safety – Injury of WTC staff, consumers and visitors.
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.

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.

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

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

Likelihood: Low

Impact: High

Follow directions and guidance from our governing agency (MSDE).
Provide general health information for staff and consumers to follow to remain safe and healthy.
Inform staff and consumers regarding the status of the global health issue and the impact it will have on WTC services.
Determine WTC services that can be provided virtually to maintain the mission of the agency and Center.
Develop procedures to ensure that risks are identified and addressed prior to re-initializing in-person services at WTC.

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

Likelihood: Low

Impact: High

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.
The cafeteria vendor maintains supplies of non-perishable goods to feed consumers should an emergency occur that interrupts meals. Non-perishable goods are reviewed for expiration date by the cafeteria vendor every two weeks.
The facility maintains an emergency generator to supply power in the event of an interruption of electrical service which is checked annually.

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.
WTC utilizes GovDelivery which offers a Short Message Service (SMS). This service enables staff and consumers who sign up to receive text message and emails regarding emergencies occurring at or near the Center.

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

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.
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.
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.

Risk: Safety – Injury to WTC consumers.

Likelihood: High

Impact: Medium

The Admissions Review Committee is available to meet to review cases of persons with significant medical, psychological, or behavioral issues who may present a safety or health risk and are denied admission to WTC. The Committee conducts reviews as needed based on cases referred.
WTC conducts training annually to ensure employees are aware of safety procedures and practices and as needed to address specific concerns or issues.
Departments have First Aid Kits located throughout WTC. The kits are checked quarterly to ensure they have all the required supplies.
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 quarterly. See Section 206.08 for incident procedures.
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 the Center. See Section 206.10 for search procedures.
Departments are assigned hand-held radios for their staff which allow staff members to more efficiently coordinate responses during emergencies. Employees are responsible to check their radio each workday to ensure it is charged and functioning.
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.
WTC Workforce Services’ instructors are responsible for reviewing safety guidelines with new and current consumers in their respective training programs on a monthly basis. Consumers sign an acknowledgement sheet which documents their attendance in the discussion/review.
The WTC Risk Manager will review, on an annual basis, the content of an education program which reviews physical risks to consumers and is provided prior to beginning Career & Technology Training programs.
The Health & Wellness Center has an automated external defibrillator (AED) to check heart rhythm for individuals experiencing sudden cardiac arrest.
Security cameras are located in 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.

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

Likelihood: Low

Impact: High

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.
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.
WTC utilizes GovDelivery which offers a Short Message Services (SMS). This service enables staff and consumers who sign up to receive text messages and emails regarding emergencies occurring at or near the Center.
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

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.
Staff are responsible for completion of **WTC Incident Reports (RS-WTC-1f)**.
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 reviews all incident reports.
An Administrative Services Team will also meet within one working day of the occurrence of a physical altercation or complex incident to conduct a debriefing. This team will include, at minimum, the WTC Risk Manager, a WTC Program Manager, DORS Chief of Police and Center Counselor Supervisor.
The WTC Program Director 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 will receive copies of the DORS Police Incident Reports. After review, the WTC Program Director 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.
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).
The WTC Risk Manager will notify staff of any investigation being conducted. In such instances, the WTC Risk Manager, under the direction of the Program Director, will be the primary agent for directing all activities related to the review and analysis of the incident.
The WTC Risk Manager will cooperate with the Monitoring Committee and supervisory staff in assessing and addressing preventable risks. The WTC Risk Manager will review, on an annual basis, the content of an education program which reviews physical risks to consumers and is provided prior to beginning Career & Technology Training programs.
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.
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. Center-wide training will be conducted at a minimum of once per year to review critical incident reporting procedures.
The Monitoring Committee (Section 204) will submit quarterly reports to the 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.
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.
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

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:

WTC Staff Review – The individual may request a meeting with the case manager and the supervisor to discuss the problem and seek a solution.
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.
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.

If a formal written complaint is filed the form should be submitted to the WTC Risk Manager for review.
WTC Risk Manager must communicate with the consumer making the complaint within two weeks as to the status of their complaint.
WTC Risk Manager will coordinate the investigation of the complaint and make appropriate recommendations to the Program Director for management review.
Program Director will make the final decision of the appropriate action to be taken.
Program Director will assure that the consumer is informed of the decision.
If the consumer is not satisfied with the decision they may appeal this decision and may request CAP assistance.
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

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.

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

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 Center 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.
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.
Searches shall be made in the presence of a third party. Any DORS staff member may serve as the third party.
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 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.
The WTC Risk Manager will include in the quarterly report a summary of all searches. The WTC Program Director will forward this information to the Assistant State Superintendent for review and submission to the Maryland State Board of Education, as requested.

206.11 Insurance

The Insurance Division of the Maryland State Treasury is responsible for administering the State's Insurance Program, which is comprised 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.

The Insurance Division is comprised of four Units: Claims, Underwriting, Loss Prevention, and Litigation. The Division's 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.

206.12 Responsibility

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

Investigating, analyzing and evaluating incidents and complaints.
Preparing and issuing reports for the WTC Monitoring Committee.
Submitting quarterly reports to and attending the Monitoring Committee meetings, as scheduled.
Assuring coordination of Risk Management activities with individuals and committees within the Center responsible for the planning, delivery and monitoring of consumer services, safety and infection control matters, and program evaluation and quality assurance functions.
Coordinating Risk Management activities with DORS statewide Risk Manager when requested by the Program Director.

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

As part of the service completion process, the WTC Case Manager 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.
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.
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

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

Reports, minutes, and special communications prepared by advisory committees will be directed to the Program Director and Executive Staff for review and consideration.
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.
The Assistant Director (Workforce Services) is responsible for the establishment and maintenance of Employment Advisory Committees, as follows:

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.
Employment Advisory Committee members will assist Center 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.
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

Program Director will be responsible for serving on the Maryland State Rehabilitation Council Employment & Career Development Committee.
Assistant Director (Workforce Services) will be responsible for assuring that Employment Advisory Committees are maintained.
All Center 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

WTC will market its services to referral sources, prospective consumers, families of prospective consumers, organizations and individuals.
All marketing activities and materials will present objective and current information about WTC’s services, including outcome data and results of consumer satisfaction surveys.
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.
All marketing activities will be carried out consistent with DORS Employee Ethical Guidelines (RSM 1, Section 1000).
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

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

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

Holds Registry of Interpreters for the Deaf (RID) certification.
Has passed the Quality Assurance of a college or interpreter referral agency.
Is referred by an independent interpreter referral service.
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

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.
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.
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

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.
WTC admissions staff, case manager 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.
WTC Case Manager 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.
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.
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

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.
The WTC Accessibility Coordinator is responsible for:

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

WTC case managers are responsible for:

Identifying reasonable accommodation needs prior or subsequent to admission to WTC.
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 by the student in Career & Technology Training programs at WTC.
Personal Customer – Any person admitted to WTC; employee of MSDE, including persons employed under contractual arrangements with WTC or retirees; volunteer registered with the WTC Volunteer Services Office; Community Groups members; or other individuals approved by the Assistant Director (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. 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.

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

211.05 Procedures

Requests for service will be initiated by the customer to the training instructor via completion of the Career & Technology Training Work Order form which will be submitted to the WTC Assistant Director (Workforce Services) for review and approval.
Verification must be provided that the work is requested by a personal customer or institutional customer. Verification may include an identification badge, a State employee card or other suitable official documentation.
A file of all work orders will be maintained in the office of the WTC Assistant Director (Workforce Services). This includes a copy of the approved, sequentially numbered work order form, along with a copy of the customer's check or money order received for payment.
The work order form will be completed by the training instructor and approved by the WTC Assistant Director (Workforce Services).
The training instructor, upon receipt of an approved work order, will schedule the request in keeping with the training class objectives.
The approved work order form will be delivered to staff in the office of the Assistant Director (Workforce Services) to collect payment from the customer, by check or money order only, prior to completion of the scheduled work. The customer will be given the pink copy of the work order form, indicating that payment was made. The training instructor is given the yellow copy of the approved work order form and a copy of the check to retain in the training instructor’s office files.
After completion of the work, the staff in the office of the Assistant Director (Workforce Services) shall deliver the original approved work order along with the check or money order, to the Business Office staff in Accounting on the third floor of DORS Headquarters, where it will be processed for payment.
Students accepted into Career & Technology Training do not have an employee/employer relationship, and therefore are not paid for participating in employment training activities.
Parts, materials and supplies required to complete work orders will be secured by one or more of the following methods:

The customer will obtain the specified parts and supplies as directed by the instructor; and/or
Career & Technology Training materials and supplies will be used and billed to the customer according to the established service costs fee schedule.

Method of Payments:

Payments will be made only by check or money order, and are to be made payable to: Division of Rehabilitation Services.
All funds received from work orders in training program areas will be returned to Career & Technology Training as a budget credit.

As indicated, training instructors shall not accept cash (including tips), checks or money orders from any individual requesting services, nor will instructors assume any responsibility for purchasing materials, parts or supplies. Under no circumstances are instructors to accept cash or checks made out to them personally from any customer. Failure to comply with this procedure may result in disciplinary action.
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. The only cars which students will be able to drive outside of the shop floor are their personal cars for which they have a valid registration and insurance.

211.06 Responsibility

Assistant Director (Workforce Services) is administratively accountable for insuring compliance with this policy and shall maintain a process to monitor compliance. Instructors are responsible for following procedures as outlined.
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 any and all liability with respect to person and property.
WTC staff, retirees, consumers and other approved customers as designated above are responsible for following procedures as outlined.

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

Orientation shall be conducted in three phases:

An orientation to personnel information and "Getting Connected."
An initial departmental and WTC orientation.
An orientation to DORS.

Individuals having responsibility for the orientation are:

DORS Personnel Officers
WTC immediate supervisor and staff

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

The immediate supervisor will:

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.
Ensure that all items in the WTC New Employee Orientation Program Guide (Attachment 200-1) are covered.
Job instruction, including job operations and procedures, shall be provided on an on-going basis after the initial orientation has ended.
Ensure that the orientation is completed within the employee’s first 30 working days of employment.
Check each item on the on the **New Employee Orientation Program Checklist (RS-WTC-1i)** as the training is provided.
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.

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

2301 Argonne Drive, Baltimore, MD 21218

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