The Massachusetts Rehabilitation Commission (MRC) partnered with MDR to conduct a comprehensive suite of surveys during Fiscal Year 2025. These surveys were designed to assess consumer experience, satisfaction, and program quality across MRC’s service areas, including Vocational Rehabilitation (VR) and Community Living (CL). MDR has supported this initiative since 2022, and the FY 2025 cycle builds on prior years of collaboration to refine survey instruments, improve sampling strategies, and enhance data collection protocols.

MDR administered two primary surveys: the Consumer Experience Survey and a Pulse Survey targeting individuals newly enrolling in MRC services. The Consumer Experience Survey used a stratified random sampling approach, with strata defined by program type (VR or CL), geographic region, service period, case status, and minority status. Monthly data collection targeted 150 completed surveys (100 from VR recipients and 50 from CL recipients) resulting in an annual goal of 1,800 completed surveys. The Pulse Survey was conducted online using a census approach and focused on applicants for MRC services. Data collection was multimodal, combining telephone interviews with online surveys available in English, Spanish, Portuguese, Khmer, and Chinese. MDR employed adaptive data collection protocols to ensure representation across hard-to-reach populations and underrepresented groups.

The VR sample was stratified by four geographic regions (Northern, Boston Metro, Southern, and Western Massachusetts) and five case status benchmarks (Initial Service, In-Service, Long Service, Closed Successful, and Closed Unsuccessful). The CL sample was stratified by four program areas: HCAP, SHIP, SL, and Waiver. Minority service recipients were oversampled at a 2:1 ratio relative to white non-Hispanic recipients to ensure adequate representation. MDR implemented monthly sampling updates and tracked eligibility to prevent duplicate responses within a one-year period, except in cases of significant changes in case status.

MDR provided MRC with quarterly and annual reports that included detailed analysis of survey responses, core metrics, demographic breakdowns, and trends over time. Deliverables also included data dictionaries, weighted datasets, and recommendations for service improvement. MDR worked closely with MRC to refine survey domains and ensure that the instruments captured meaningful feedback on satisfaction, communication, accessibility, cultural sensitivity, and employment outcomes.

This project is notable for its scale, methodological rigor, and commitment to inclusivity. MDR’s adaptive sampling and multilingual survey administration helped ensure that the voices of diverse service recipients were heard. The findings offer MRC actionable insights to improve service delivery, enhance consumer engagement, and support strategic planning across its programs.