Affiliations: Institute for Community Inclusion (UAP), Boston, MA,
USA
Note: [] Address for correspondence: Institute for Community Inclusion,
University of Massachusetts Boston, 100 Morrissey Blvd., Boston, MA 02125, USA.
Tel.: +1 617 287 4300; Fax: +1 617 287 4352; E-mail: [email protected]
Abstract: This article reports on a study investigating the characteristics of
effective state service systems. Findings are based on the experiences of
individuals with disabilities who have used a state agency to find employment.
Interviews were conducted to examine individuals' experiences with employment
services including job search, job entry, strategies that facilitated
involvement, supports provided, and barriers experienced. Findings indicated
five key components to effective service delivery, including agency culture,
consumer-directedness, access to resources, quality personnel, and coordinated
services. Using these five essential elements as guidelines, the implications
explore what state systems can do to increase their capacity to support job
seekers.
Keywords: employment, effective service delivery, consumer perspectives
