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The brief presents findings on customer perceptions of services received from two Office of Disability Employment Policy (ODEP) Technical Assistance (TA) Centers: the Job Accommodation Network (JAN) and the Employer Assistance and Resource Network on Disability Inclusion (EARN).

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Key Takeaways

• Customers from both Centers expressed satisfaction with the timeliness of assistance received, and viewed the staff as having sufficient expertise to answer questions and provide guidance.
• Customers from both Centers expressed satisfaction with the websites, and appreciated the breadth of information provided.
• Of the 67 customers who responded to questions about whether the Centers helped resolve their issues, 57 reported that the information received from the Centers helped them to resolve their issue or question.
• JAN customers most valued the individualized technical assistance consultations, where they could confidentially discuss a specific disability/ accommodation situation with a trusted expert and receive information on the options to solve an issue.
• EARN customers most valued the webinars that provided an opportunity to stay abreast of the latest disability policies, and to ensure that their internal company policies matched what other employers were doing.

Citation

Bennici, F., Palan, M., Giesen. (2020). Westat. Customer Perceptions of Technical Assistance Centers: Issue Brief. Chief Evaluation Office, U.S. Department of Labor.

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The Department of Labor’s (DOL) Chief Evaluation Office (CEO) sponsors independent evaluations and research, primarily conducted by external, third-party contractors in accordance with the Department of Labor Evaluation Policy and CEO’s research development process.