Evaluation of the Ticket to Work Program Initial Evaluation Report

information in SSA’s records contradicts the request. SSA will conduct post-payment
validation reviews to verify work or earnings.
Mediation and Alternate Dispute Resolution Services Pilot. A mediation pilot
program was recently implemented in three Phase 1 Ticket states—Arizona, Florida, and
Illinois. SSA awarded the contract on September 30, 2002 to Peninsula Mediation Center of
Hampton, VA. Mediation/alternate dispute resolution services seek to negotiate disputes
between beneficiaries and ENs in a way that is cost-effective, efficient, and non-adversarial.
The mediation process strives to maintain the relationship between the beneficiary and EN
after Ticket assignment, but also aims to sustain each party’s individual participation in
TTW. The current TTW dispute resolution process has three rounds of appeal for
beneficiaries and ENs: (1) an internal grievance procedure defined by the EN; (2) resolution
by the Ticket Program Manager; and (3) a final decision by SSA. The mediation process may
be implemented prior to resolution by the Program Manager if mutually agreed to by the
disputing parties. The Program Manager will then contact the mediation pilot contractor,
who provides free assistance to the EN and beneficiary in identifying the issues underlying
the dispute and finding a mutual solution within 30 days. The mediation services are offered
by the Program Manager, who serves as the liaison between the disputing parties and the
mediation contractor. If mediation is not successful, the dispute proceeds to the Program
Manager. SSA interviewees note that to date, there have not been any formal disputes
between beneficiaries and ENs. Interviewees also note that to date, no disputes have arisen
between ENs.
TTW Marketing Efforts. SSA is in the process of developing new materials and
conducting activities to market TTW to beneficiaries. Examples of marketing techniques
and strategies currently in development include: a video of beneficiary success stories that
contains interviews with several Ticket beneficiaries who have successfully participated in the
program; and working with ENs and advocates in local areas to bring beneficiaries together
to learn about TTW. SSA also awarded a two-year Strategic Marketing Plan Contract to
Fleishman-Hillard on September 30, 2003. This professional marketing firm will develop a
strategic marketing plan and create marketing materials to support TTW and other
employment support programs. Fleishman-Hillard will also pilot the marketing materials.
Target audiences include DI and SSI beneficiaries, service providers, and employers.
Area Work Incentive Coordinators and Work Incentive Liaisons. During 2001,
SSA conducted a pilot project that placed 32 Employment Service Representatives who
specialized in SSI and DI work incentives in local field offices. An internal SSA report
prepared in November 2001 reviewed the pilot and recommended that the Employment
Support Representative be established as a permanent position with the broadest possible
distribution nationwide. Due to cost and staffing considerations, however, SSA could not
implement those positions on a national basis. As an alternative, SSA adopted a plan to hire
57 staff who will work full-time as Area Work Incentive Coordinators (AWICS). This has
already been expanded to 58 AWICs and can be expanded up to 70, as the need arises. Each
coordinator will provide expertise on Ticket-related and other work incentives to 20 to30
SSA field offices. Additionally, each field office will designate an existing staff person as a
Work Incentives Liaison. The Area Work Incentive Coordinators were selected and after
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III: TTW Early Implementation