Jim Sarno and James O’Brien

     The preceding chapters discussed the whys and hows of the Internet. This chapter focuses on the use of the Internet by the consumer and the counselor. The vocational rehabilitation (VR) counselor plays a key role in enhancing Internet accessibility for the consumer and in maintaining the counselor-consumer relationship, which is the focal point of the services provided through the public VR program.

We have attempted to address a broad spectrum of possible uses of the Internet, while providing samples of existing Internet resources. By no means are the sites referenced in this document, the only sites for the specified content, nor are they necessarily the best sites. These are simply sites that we hope will set the stage for new surfers just dipping their toes in the vastness of the Internet, as well as share some new resources with the old cyber-pros.

Addressed below are the benefits of consumer access to the Internet, examples of information and resources available on-line, VR’s role in facilitating Internet use and access to information, and some of the cautions to be exercised when surfing the Web. While we generally think of consumers when referring to "clients," we also chose to challenge that mindset by recognizing that business is also an important consumer of VR services—and a consumer who is on-line.

The number of Internet users worldwide is projected to be over 250 million (International Data Corp). That number reflects how the Internet has steadily extended its span of influence by touching more lives each day. Internet access has become more available as the cost of computers and Internet service provider (ISP) fees have decreased. As the Internet becomes more populated, Web site designs are better reflecting the needs of their users. Web site accessibility for people with disabilities is becoming as important as architectural accessibility. In a recent Wall Street Journal article, Fred Fay, one of the country’s leading disability rights advocates, said, "The Internet is a great equalizer, putting people with disabilities on an equal footing with people without disabilities" (Fay, 1999).

The majority of people, 44%, who go on-line use the Internet to get information (CRC International). Access to information is a significant part of the rehabilitation process and of the principle of consumer choice. Although Internet census numbers suggest a densely populated "Net," many people are not connected. The rehabilitation counselor can make the Internet accessible to consumers who do not have access and promote its use for those who do.

The consumer’s use of the Internet to obtain information in no way lessens the importance of the counseling relationship. It must be remembered that "the foundation of rehabilitation counseling is one of empowerment in which individuals exercise control over their own lives" (http://www.siu.edu/~rehabrct/). Whether the consumer uses the Internet or the library to get information, the rehabilitation counselor’s role in applying that information in a workable plan for employment is crucial and is a service that clearly sets the VR program apart from any other existing employment program.

Agency Services and Information

Informed consumers are involved consumers, and providing access to information about the VR agency’s services and processes can better help them participate in the VR program. Most consumers of VR services find out about service options, the rehabilitation process, and agency policies through interaction with VR staff. Limited information, or in some cases misunderstood information, may lead to difficulties in the counseling relationship and limit the possibilities of informed consumer choice. When the consumer has access to information before making contact with the agency, he or she can become familiar with services while deciding whether to pursue an application.

Creating and promoting this on-line interface between the consumer and the VR agency is the first step. Many options are available in developing a computer interface for consumers, including a formal Internet site on the World Wide Web, an intranet site with in-office kiosks to access the information, and a PowerPoint presentation or Word document with embedded links to outside Internet sources. Some options can avoid the policy restrictions and time delays occasionally experienced by agencies in developing a formal Web presence.

For example, in Washington State, an interested consumer has access to all program publications and details about eligibility criteria and the rehabilitation process from the agency Web site (http://www.wa.gov/dshs/dvr). The Web site offers a "What’s New" section for sharing information about recent program changes, public forums, and other agency business that may be of interest to the public. An office locator section allows a consumer to locate an office nearest to him or her and obtain a map, driving directions, and bus route information. If there are additional questions, the Webmaster can be contacted by e-mail from the Web site. Additionally, an on-line comment card is available to solicit input for site improvements.

Information about vendors, such as job developers and training programs, may also be made available from the VR agency site in order to facilitate informed choice in the rehabilitation process. In addition, portal sites (i.e., Web sites that serve as starting points to other destinations or activities on the World Wide Web) can be created by VR staff who have some basic experience with HTML programming or a basic Web page design application such as FrontPage Express. These custom portal sites can provide links to area schools, employment programs, medical information, and other Internet resources that will help the consumer be self-directed. Well-organized disability-accessible sites with recognizable icons are generally more user friendly for the consumer than a Netscape Bookmark or Internet Explorer Favorite URL file system.

An example of such a portal site is one created by Washington State Department of Vocational Rehabilitation’s Northwest Region. This site is a job resource center Web site (http://snonet.org/dvr/start/start.htm), which is used as the default page in consumer resource areas. The site was developed and is maintained by a regional staff person. Rather than placing this on an intranet and limiting use within the office, it was placed on the Internet using a free community Internet service provider. This allows for consumer access outside of the job resource center and VR, from any computer at any time. Internet access to these resources is then also available to consumers with significant barriers in accessing services, whether related to disability or distance to the VR site.

The consumer has access to an abundant amount of medical and psychological information on the Internet. The consumer could access this information by doing a search using a search engine such as Yahoo, Excite, WebCrawler, Google, or Medical Word Search (http://www.mwsearch.com), which searches major sites, or by going to a site that has been identified as a reliable resource. A good recommendation to give to a consumer is to use more than one search engine when seeking information, since different search engines have different information in their databases.

The following example outlines how a consumer needing information on attention deficit hyperactivity disorder (ADHD) located it using Yahoo in an on-line search. On Yahoo’s home page, the consumer entered ADHD in the search box and received 91 site matches. The consumer then chose sites and assessed their relevance. The first match was titled "ADHD Owner’s Manual," which provided a definition, an overview of the demographics of the ADHD population, treatment options, and a link to other resources. Not a bad start for a shot in the dark!

The consumer could have also begun with a site like the Job Accommodation Network home page (http://janweb.icdi.wvu.edu), which has a reputation for providing good information on disability issues. Entering the JAN Web Site home or activating the Points of Interest link, the user can access links on Social Security, the Americans with Disabilities Act (ADA), medical and health care, adaptive technology, and specific disability resources. Under the heading "Disability Resources" is the link called Web Sites by Specific Disability. The consumer would simply click on this link to go to the web page Information Resources by Specific Disabilities. Under the heading for Cognitive and Developmental there is a link for Attention Deficit Disorder. Clicking on the Attention Deficit Disorder link will take the consumer to the heading Attention Deficit Disorder/ADHD. Clicking on the link ADD Resources will take the consumer to an ADD resource site at (http://curry.edschool.virginia.edu/curry/dept/cise/ose/categories/add.html) that provides access to the definition of ADHD, the DSM IV criteria, the treatment of ADHD, support groups, and resources for parents. The two search activities (JAN and ADD Resources) just described will provide some good information to the consumer that can be used with the counselor in developing a sound plan for employment.

Assessments available on the Internet range from the simple to the complex and are relevant to many phases of the rehabilitation process. Some are completely Web based and interactive, and others may require printing. Whether completing an inventory of work interests and aptitudes, exploring self-employment, researching the labor market and employer needs, or assessing job-seeking skills, interactive assessment information is made instantly available via the World Wide Web. Use of self-assessment tests between counseling sessions can increase consumers’ involvement in plan development and make meeting times with the counselor more productive.

Two examples of interest assessments available on-line are the Career Interests Game (http://career.missouri.edu/holland/) and the Career Key (http://www.ncsu.edu/careerkey/). Both sites utilize the well-known Holland Scale. The Career Interests Game is designed to help consumers match their interests and skills with similar careers. Career Key shows similarities to the six personality types and then generates a personal list of jobs to begin researching. Consumers can print an eight-page hard copy version of the Career Key. These assessments are free and relatively simple to use, each taking only a few minutes to complete. Information can be printed to review along with other interest assessments.

An interesting collection of career surveys, knowledge assessments, personal preference inventories and health tests, plus some other tests referred to as "just for fun," are available at the Web site "IQ Personality Tests" (http://www.davideck.com/). While the VR counselor will need to use professional judgment in utilizing these assessments, it is recognized that only qualified professionals are to be used for testing personality and intellectual capacities of consumers. CareerPerfect.com (http://careerperfect.com) offers another example of a simple "Work Preference Inventory" that can be taken and automatically scored on-line. Answering 24 brief questions presents one’s preferred work styles for use in career planning. High school students considering careers in the military might find "My Future" (http://www.myfuture.com/) interesting and useful. The site is colorful and is aimed at some of the contemporary issues facing graduating teenagers.

Many local sites offer interest assessments with links to local education and training programs as well as the labor market. An example of this is Plan for Tomorrow Today (http://www.wa.gov/careerguide/), operated by the Washington State Workforce Training and Education Coordinating Board. Their self-assessment tool is designed to help consumers determine interests and aptitudes and then link them to descriptions of more than 330 occupations along with wage data and the local employment outlook. Using this site, one rehabilitation counselor stated, "I train all my customers in how [to use this site] to do an informed self-directed plan through assessment, pre-employment services, job search, education and training programs."

Job seekers who have stalled in their search for employment or feel they’ve hit a career dead end can have their job-seeking strategies assessed and receive practical job search advice. Employment Search Readiness Inventory (http://www.careerWeb.com/inventory/) will evaluate whether a consumer is doing everything necessary to get the job he or she wants or earn a promotion. In the end practical advice is provided, and the information can be printed to use with other tools. Knowing how well we communicate with others is good information for any job seeker. The Interpersonal Communication Skills Inventory (http://www.queendom.com/tests/relationships/communication_skills.html) helps consumers identify areas of interpersonal communication that might hold them back in locating or maintaining employment.

Caution and good judgment should be exercised whenever using information collected on the Web. It is important that a VR counselor research an on-line resource before using it for counseling and guidance. A good business practice is for the rehabilitation counselor to take the on-line assessment himself or herself before using it with consumers. For example, some assessment sites such as the Keirsey Character Sorter and the Keirsey Temperament Sorter II (http://keirsey.com) have stirred debate over issues relating to the misdiagnosis and treatment of ADD in children (http://keirsey.com/addhoax.html). Self-directed on-line assessments, when used appropriately in the counseling relationship, can be very beneficial to both the consumer and the rehabilitation counselor.

What about that resume—does it sell me? A question frequently asked by job seekers can be answered in an instant from numerous on-line resources. Access to advice about resume layout and design and the ability to review other job seeker resumes are offered through both local and national resume resources. An excellent first stop for anyone needing resume advice is the Job Hunter’s Bible (http://www.jobhuntersbible.com/index.html). Dick Bolles, author of the job seeker’s staple, What Color Is Your Parachute?, provides this comprehensive resource, which includes assessments, career advice, resume and cover letter resources, and much more. The abundance of information on this site makes it essential surfing for the job seeker.

Another commercial resume site, operated by Regina Pontow, is ProvenResumes.com (http://www.provenresumes.com/). This site provides resume tips for 35 career areas, with before and after suggestions and information on electronic resumes and using job banks. CareerPerfect.com (http://careerperfect.com) offers resume advice, electronic resume tips, and step-by-step instructions to create a keyword electronic resume. The site also provides guidance on cover letters, applications, and careers. All of the above sites provide access to on-line resume databases.

The rehabilitation counselor should caution consumers that submitting an on-line resume can be tricky. Often employers will ask for a resume to be sent in plain text (ASCII) or not as an "attachment." The rehabilitation counselor can work with the consumer in developing resumes that can meet the request of any employer. Whether one needs a plain text resume with no bells and whistles, a visual resume with fonts and type that rival a work of art, or a scannable resume that will ensure the resume facts survive an employer’s scanning process, all are available on-line.

The Web offers many sites that provide free resume resources as well as commercial sites that charge a fee for on-line content and print publications. In designing resumes for some professional occupations, using a fee-based site may be appropriate in order to get a higher level of quality information.

Knowing "what’s hot and what’s not" during career planning is a challenge for many rehabilitation counselors and consumers. The Internet is an excellent resource for locating accurate primary and secondary labor market information. Examples of sources for secondary information are America’s Career InfoNet (http://www.acinet.org/acinet/default.htm) and the Office of Vocational and Adult Education career guidance site (http://www.edu.gov/offices/OVAE). From both of these sites it is possible to narrow a search to a specific state.

Once a search of this information has been completed, the consumer can proceed to gather primary labor market information. Sources include employer Web sites, local on-line classified listings, job databases such as America’s Job Bank (http://www.ajb.dni.us/seeker/), and industry-specific on-line databases. E-mail links from company sites to human resource departments also provide opportunities for virtual "informational interviews."

For example, a consumer beginning a search using Career InfoNet (http://www.acinet.org/acinet/default.htm) can identify the labor market data for computer programmers in the Seattle area. From here, by conducting a keyword search in the Seattle Times classifieds, the consumer can view current job listings, job descriptions, and minimum qualifications. Continuing the search to an industry-specific site such as http://www.dice.com or http://www.techies.com gives additional information about current openings in the Seattle area. From here one can then go directly to employer sites such as Microsoft and view current openings. Using all of this information, the consumer can quickly determine what type of training is required, how open the labor market is, and what salary and benefit packages are offered.

Another Internet resource is O*NET, the Occupational Information Network (http://www.onetcenter.org). O*NET "is a comprehensive database of worker attributes and job characteristics. As the replacement for the Dictionary of Occupational Titles (DOT), O*NET will be the nation’s primary source of occupational information" (taken from "What is O*NET," on-line). The on-line version of this publication is still under development but is due to be released in the spring of 2000. O*NET can be combined with other on-line resources such as America’s Job Bank and ALMIS.

Nationally, self-employment is a vocational direction being chosen by many individuals with disabilities. While consumers and rehabilitation counselors may vary in self-employment expertise, generally knowledge of business startups, business plan development, and assessment of the personal characteristics that lead to a successful self-employment venture is limited.

An abundance of information on self-employment is available on the Internet. An important first step is to ask, "Do you have what it takes to succeed as an entrepreneur?" The Entrepreneur Test (http://www.liraz.com/webquiz.htm) is an interactive quiz that will help assess a consumer’s entrepreneurial skills and personal characteristics.

From here the consumer should visit the home site of the Small Business Administration (http://www.sba.gov/). To locate information on self-employment, click on "Starting," which has links to small business resources, frequently asked questions, first steps, business plan outlines, research links, and free counseling through the Service Corps of Retired Executives or Small Business Development Centers. The consumer can also download a business startup kit.

Another worthwhile self-employment resource is EntreWorld (http://www.entreworld.com), "a world of resources for entrepreneurs." The "Starting Your Business" section contains information on entry strategies, business plans, networking, market evaluation, market demographics, competitive intelligence, and market research. The site also has numerous links and references to useful information for entrepreneurs. Consumers can also find Web sites for professional associations that provide networking opportunities and can be useful in developing self-employment.

Unfortunately, with the explosion of the Internet and the ease with which a person can develop a Web site, many Web-based scams related to self-employment, multi-level marketing, and "homeworking" have surfaced. People with disabilities, the unemployed, and the underemployed are all easy targets for such scams. It is important that the rehabilitation counselor and consumer assess the legitimacy of these opportunities, and the Internet provides a number of excellent resources for this. The Better Business Bureau site (http://www.bbb.org/) provides a consumer tips section. On-line bulletins on work-at-home and telemarketing scams are available. The Federal Trade Commission’s Web site (http://www.ftc.gov/) is another excellent resource for information on scams. From the home page, select "Consumer Publications" for access to the following: Don’t Get Burned by a Pyramid Scheme Campaign; Get-Rich-Quick and Self-Employment Schemes Campaign; Multilevel Marketing Plans; Work-at-Home Schemes; Profits in Pyramid Schemes? Don’t Bank on It Alert; and Net Based Business Opportunities: Are Some Flop-portunities. Other Web sites to consult when investigating potential self-employment scams include the National Fraud Information Center (http://www.fraud.org), The North American Securities Administrators Association (http://www.nasaa.org/), and the Internal Revenue Service (http://www.irs.gov). These sites all provide consumer warnings and news bulletins.

Job seekers use the Internet to identify job openings, research employers, apply for jobs, and post resumes. As with any other topic on the Internet, the amount of employment information available is overwhelming. Dick Bolles puts the vastness of the Internet job search into perspective when he says there are alleged to be over 100,000 job hunting sites on the Internet, and that’s way too many to be useful to anyone (Bolles, 1999).

The Spring 2000 edition of Newsweek, titled "How to Use the Internet to Choose or Change Careers," provided over 200 pages of on-line resources and Web sites. This publication and its introduction, "Hunting for Jobs Is a Totally New Game," is a testimonial to the growth of the Internet as an important tool in the job search (Kaplan, 2000, p. 4). For example, the article reports that in 1995, when Microsoft began to recruit on-line, about 5% of the 8,000 resumes it received monthly were sent in electronically. Last year more than half were.

When a consumer is using the Internet in the job search, the counselor’s role is not diminished. Using the Internet as the primary activity in the job search is seductive but not productive. Bolles (1999) states, "Out of 100 non-computer people who search Internet job sites, 2 will maybe find a job, and out of 100 computer people who search job listings on the Internet, 45 of them may find a job." The perspective that the Internet is merely a tool in the traditional job search is an important message to reinforce.

The best recommendation a VR counselor can make to a consumer is to start with a gateway Web site—one that offers a start-to-finish guide through the job search. The Job Hunters’ Bible is one such site, but the Riley Guide would be another excellent starting point. The Riley Guide (http://www.dbm.com/jobguide) was launched by Margaret Dikel in January 1994, and Dick Bolles describes this site as:

"a justly famous site on the Web. It’s terrific, always has been, thanks to its creator, Margaret F. Dikel (formerly Margaret Riley). What you get here is a manageable index of the job-hunting resources on the Internet, well organized, with extras like a wonderful summary of resume databases and job-search guides. If I could only go to one gateway job-site on the Web, this would certainly be it (Bolles, 1999)."

For the consumer who is a confident and adventurous user, the various search engines can be used to find information that the Riley Guide has indexed, although searching this way would be more time consuming. Yahoo (http://www.yahoo.com) is a popular search engine whose home page provides a search capacity as well as connections to many information sources. When visiting Yahoo’s home page, the consumer will see links to many categories of information, from weather to the stock market. One of the topic headings is "Business and Economy" and under that heading are sites focusing on business, finance, and jobs. Choosing to follow the link to jobs will connect with another Web page that deals with employment and work. The topics include career planning, wage and salary information, jobs, and other employment-related sites. By clicking on "Jobs," the consumer will be connected to hundreds of sites that post job openings.

Self-Advocacy and the Americans with Disabilities Act

Consumers’ ability to advocate for themselves and become knowledgeable about disability law is another benefit in the age of Internet access. Literally thousands of Web sites are dedicated to the Americans with Disabilities Act (ADA), as well as local and state laws related to access and equal opportunity. A consumer who believes discrimination took place in an employment interview can not only review the details of the law, but also read case studies and previous court decisions related to his or her situation. Both the Equal Employment Opportunity Commission (http://www.eeoc.gov) and the Department of Justice Americans with Disabilities Act home page (http://www.usdoj.gov/crt/ada/adahom1.htm) provide very practical information.

From these sites, guidance on how to file a complaint or how to seek legal advice is easily located. Many local ADA resources provide links to resources for free legal assistance and community advocacy. Consumers can learn about employers’ perspective on the ADA through such Web sites as the Society for Human Resource Management (http://www.shrm.org/). Interactive ADA quizzes are also available to assess consumer knowledge of the ADA (http://www.ctc.edu/~cbcwww/c_access/ada_quiz.html). Finally, the opportunity to share experiences with other individuals with disabilities who have experienced discrimination or faced barriers because of inaccessibility exists through e-mail, on-line forums, newsgroups, and chat rooms. An example is the Web site Justice For All E-Mail Network, "formed to defend and advance disability rights and programs" (http://www.jfanow.org). In short, networking on the Internet enables an individual with a disability to build a level of support and advocacy that previously was not possible.

In many instances, self-advocacy equates to education, and the U.S. Department of Labor's Office of Disability Employment Policy (http://www.dol.gov/dol/odep/public/pubs/publicat.htm) offers publication links to download Technical Assistance Materials. These materials are incredibly useful tool when helping employers, businesses, and the community understand disability employment issues. This site also offers numerous other resources for people with disabilities, including press releases, accommodation guides, and links to disability-related Web sites.

Communication is one of the main reasons the Internet is used. For the consumer who wants to connect with support groups, that communication may be electronic in the form of e-mail, chat groups, bulletin boards, or listservs. A listserv is an e-mail distribution list that facilitates discussion about a certain topic. A consumer can use one by simply adding his or her e-mail address. Onelist’s eGroups at (http://www.egroups.com/)is a site that offers membership in various listservs. Onelist’s home page provides an index of listservs or "communities" to join. Clicking on the mental health list, for example, will give the consumer access to 668 e-mail lists to join. The consumer can then join the e-mail list and receive messages from other group members who will pose questions and responses on mental health issues.

The consumer may prefer to use the Internet to find a support group that meets in the community. He or she could obtain this information through an Internet search. Using Google (http://www.google.com), for example—a newcomer that has already received PC Magazine’s 1999 Award for Technical Excellence—the rehabilitation counselor and consumer could do a "Google Search" or try the "I’m feeling lucky" option. The former returns matches for "support groups"—all 53,900 of them. The latter option returns only the first match. In this case, the "lucky" match was to the Johns Hopkins University Information Network 

( http://infonet.welch.jhu.edu/advocacy.html), which offers a page of groups that provide information and support, indexed by disability. In the area of mental health, the site provided several options, including the National Alliance for the Mentally Ill (http://www.nami.org). The NAMI site then connects the rehabilitation counselor and consumer to the NAMI resource in their state.

Choosing a vocational or academic training program and paying for it is a daunting task. Many training programs and most colleges and universities have Web sites that offer information on programs, admissions, and financial aid. Assisting the consumer in finding this information is a valuable service that will enhance his or her ability to make an informed choice.

Many Web sites offer good information on training and funding. One site that counselors can recommend is FastWeb (http://www.fastWeb.com). FastWeb offers the consumer information on financial aid, admissions requirements, and on-line application for over 1,000 schools. It can calculate debt liability and estimate monthly payments, providing information important to the consumer in deciding on the best program. FastWeb also conducts a free search for scholarships after the consumer completes a profile with information on disability, ethnicity, heritage, hobbies, sports, and career goals. The personalized information assists the site in matching particular scholarships from its database of over 400,000. Results are communicated to the consumer by e-mail. If the consumer doesn’t have e-mail, the VR counselor can assist him or her in setting up a free e-mail account.

FastWeb indexes information on schools by state and also alphabetically. If a consumer were interested in attending a school in Massachusetts, a search of that state would list over 140 schools. The schools listed include two- and four-year degree-granting institutions, culinary training programs, dental hygienist programs, appliance repair programs, and more. Each listing has a direct link to the school’s official home page, where course information is listed as well as information on admission requirements, financial aid, and, if available, on-line application.

FastWeb is a good place to start the search. By no means does this Web site list every program in every state. It may take a more in-depth search of the Internet using a search engine to find a specific training program. A consumer who is interested in paralegal training and is not able to find a program through FastWeb can do a search on any of the search engines. Using Google and searching the keywords "paralegal training" will return over 11,000 matches. It is interesting that the first two matches list the cutting-edge and traditional educational mediums, "clicks" and "bricks"- a distance learning program via computer and a school/classroom-based program. With such options, the consumer can tailor a program that meets his or her needs. Distance learning is becoming more of an option for consumers who do not have geographically accessible training programs.

Distance learning opportunities are becoming more available as educational institutions bring course offerings on-line. Many times, distance education is a combination of interactive Internet-based learning, textbook reading, CD-ROM, and audiotapes and videotapes. Once again, for consumers with limited access to transportation or to a nearby training program in their field of interest, distance learning opens the door to new possibilities. The home learning environment can be successfully adapted to suit the individual’s abilities and assistive technology needs—a challenge in some traditional classroom settings.

An excellent gateway for resources on distance education is the Region 6 Rehabilitation Continuing Education Center’s Online Distance Learning Resource Center (http://www.rcep6.org/dislearn.htm). This site provides a comprehensive list of links to distance learning and education, instructional learning guides, distance education clearinghouses, Internet resources, and more.

Distance learning and on-line education are discussed in greater detail in Chapter 5.

Few adult education programs or career centers (one-stops) fail to feature the Internet in some way. The Internet intrigues people and attracts them to locations that can teach them more about it. Many local field offices of the public VR program have Internet access and the staff with the expertise to inform consumers about the Internet. Therefore, the availability of Internet access to consumers in local field offices is an attractive service that can be highlighted in a number of ways.

Many field locations conduct orientation sessions for new consumers. This is an excellent forum to announce the availability of Internet access and to describe how the Internet can be used in nearly every aspect of the rehabilitation process. Any brochures or posters that describe the services offered by the rehabilitation program can clearly identify Internet access as one such service.

The VR counselor can act as coach, mentor, and teacher to encourage consumers’ experimentation and use of on-line resources. Some VR counselors build Internet activity into the counseling and guidance process, providing one-on-one guidance while using developed curriculums. Others use informal exercises and existing on-line tutorials. Instruction may vary in complexity and length based on the ability of the consumer and can also be given to family members to involve them in the rehabilitation process. An example of this is showing a consumer and family members on-line information about applying for entrance to a local college. Identifying this information during the meeting reduces confusion and the time involved in collecting information through personal visits and telephone calls. Whether the orientation is limited to one Web site, a simple assessment, or a lengthy overview of the entire history of the World Wide Web, this information will inspire the consumer to utilize the Internet.

For many rehabilitation counselors, finding time to provide training to consumers is a challenge. As stated by one rehabilitation counselor, "As a VR counselor I’ve shown many people how to use the Internet, but do we have enough time to do a thorough orientation? No." Developing a curriculum to use with consumers, creating in-house workshops, or gaining access to local resources that can provide basic training can alleviate the time commitment from such mentoring. Sometimes classes are also offered by colleges and local one-stop partnerships. In addition, Web sites are available that can take some of the mystery out of the Internet. For example, NetLingo (http://www.netlingo.com/) is an easy-to-use on-line Internet computer language dictionary. It is wise to provide access to Internet information in alternative formats. The use of resource books, videos, audiotapes, and handouts allows for different abilities and learning preferences. The book, The Guide To Internet Job Searching (Riley-Dikel, Roehm, & Oserman, 1997), is an example of a comprehensive resource on Web sites for job hunting and is an excellent addition to any job search center.

An added advantage of basic Internet instruction is developing a computer-savvy consumer. "Whether you majored in computer science or you have a passing familiarity with a keyboard, you cannot afford to pass up the new job market provided by accessing the electronic age" (Kissane, 1997, p. 87). In today’s labor market, very few jobs don’t require knowledge of the basic components of a computer.

While most VR offices and staffs are limited to working hours, the Internet never sleeps and has no time zones. Moreover, for many consumers, the hours of the standard workday are not convenient. The Internet provides the consumer with 24-hour-a-day access not only to the agency but also to the counselor. Some see consumer access to staff via e-mail as something to be avoided, but this method of increased access can be of great benefit to consumers and counselors alike. It not only provides another level of exceptional customer service, but it can assist the VR counselor in maintaining contact with a consumer and facilitate the VR process.

E-mail correspondence provides consumers with opportunities for putting their thoughts down on paper at any hour of the day and to take as long as they like in doing so. For consumers, being able to communicate by e-mail with their VR counselor provides a level of access that is not typical of a scheduled appointment. Meetings can be confirmed by e-mail, and work to be accomplished can be confirmed prior to each meeting, making meeting time beneficial for both parties. Access to free e-mail provides nearly everyone with even casual access to a computer the ability to communicate on-line. Careers & the disAbled considered electronic communication one of the ten most significant developments in the workplace for people with disabilities:

"From in-office e-mail to the Internet, computers have created a whole new form of communication, one especially conducive to people with disabilities…. When you’re communicating on the Internet, the message is you, totally and completely (Kissane, 1997)."

For consumers who choose out-of-state schools or have training or work schedules that prevent them from coming into a VR office during normal working hours, access to the counselor by e-mail is both effective and reliable. Grade transcripts and financial aid information can be submitted without delay. Requests for tuition payments can be facilitated quickly and reliably, and accommodation issues can be addressed through on-line communication with disabled student services staff. As mentioned in chapter 1, confidentiality issues need to be considered, and the VR counselor should take responsibility for monitoring them and discussing them with the consumer.

If your agency is on-line, do your consumers know it? Getting the word out about agency Web sites and staff e-mail is where many public agencies fall short. Unlike private companies who can invest money and personnel in advertising a Web presence, public agencies tend to rely on word-of-mouth marketing of their Internet existence. As a result, many times the Internet-accessible VR agency is a well-kept secret to both internal and external customers.

Contributing to the marketing challenge is the fact that VR staffs themselves are often unaware of the existence and content of the agency’s Web page. Training for new employees should include not only Internet basics, but also an overview of the agency’s Web site and potential uses of the Internet in day-to-day business. Advertising the availability of consumer self-directed Internet access to the agency is a team effort.

Marketing of a Web presence need not cost a lot of money nor take the expertise of a marketing department. Begin by simply placing e-mail addresses on business cards. If the agency has a Web site, add this to the business card as well. Add e-mail and Web site addresses to all agency letterhead, brochures, and reports and at the end of correspondence. If already using e-mail, add the agency Web site address and the rehabilitation counselor’s name to the end of e-mail correspondence using the AutoSignature feature of most e-mail software. Develop a simple flyer that promotes the agency Web site and include it in all outreach materials. Search engine listings and links from other sites promote traffic as well. Generally, a simple e-mail request to a Webmaster will get a site listed on other home pages. Attempt to link the agency home page or e-mail to other resources in the community that may serve prospective consumers.

Not every consumer will be capable of using the Internet. The rehabilitation counselor, acting in the role of coach and mentor, can assess the consumer’s capability to utilize Internet resources. This can begin with very simple on-line activities, or short Web "tours" to assess the consumer’s ability to grasp the basics of navigation. For example, assisting the consumer with logging into an assessment Web site and observing his or her comfort with navigation and use of the mouse and keyboard can quickly provide an assessment of whether additional use of on-line resources is within the consumer’s capability.

The rehabilitation counselor can then assess the ability of the consumer to use the Internet through more structured one-on-one guided use. This can consist of demonstrations of what is on-line and relevant to vocational rehabilitation or homework assignments to be completed using the VR Internet connections, the library, or the consumer’s home computer. This type of guided use is a more effective assessment of consumer ability than consumer self-directed use of an on-line tutorial.

Another tool that can be used in the assessment is the Computer Literacy Survey developed by Ted Flanagan of the Massachusetts Rehabilitation Commission (Appendix 5). The survey was designed to determine the computer literacy and computer training needs of VR counselors. It has eight components: mouse skills, Windows, dialogue boxes, selecting, menu, help menu, printing, and miscellaneous. The survey is a very informal assessment; there isn’t any scoring, passing, or failing. Many rehabilitation counselors have used the survey to assess basic computer skill levels of consumers and, in doing so, selected certain sections of the survey to use and eliminated others that were not appropriate. Responses from the survey can also be used to develop some skill workshops for consumers.

Once the consumer’s level of use is determined through a simple assessment, further need for training can be identified if appropriate. Once again, introductory classes in the community, through one-stop centers, and at libraries are often free, and many are designed to match many levels of user ability.

An article in the Spring 1998 Bulletin of the Washington Assistive Technology Alliance stated, "With adaptive interfaces, access to information may be greatly enhanced by using the Internet, providing that information has been stored in accessible formats" (Johnson, Amtmann, & Zeiler, 1998). Consumers with severe disabilities whose Internet access may require some form of adaptive technology will benefit from a thorough assistive technology assessment. Results of the assessment will be helpful not only for Internet use but for vocational planning as well. Most computer-based assistive technology evaluations can assess a consumer’s ability to navigate the Internet, although this may need to be specifically requested by the consumer and rehabilitation counselor.

The Internet is not controlled. Anyone can circulate any information he or she desires on the Internet. There is a vast amount of information on the Internet and, simply stated, some of it is good and some of it is bad. Robert Harris of Vanguard University of Southern California has written an article on evaluating Internet information sources for credibility and accuracy. His introduction begins with this analogy:

"Think about the magazine section in your local grocery store. If you reach out with your eyes closed and grab the first magazine you touch, you are about as likely to get a supermarket tabloid as you are a respected journal (actually more likely, since many respected journals don’t fare well in grocery stores). Now imagine that your grocer is so accommodating that he lets anyone in town print up a magazine and put it in that section. Now if you reach out blindly, you might get the Elvis Lives with Aliens Gazette just as easily as Atlantic Monthly or Time. Welcome to the Internet (http://www.virtualsalt.com/evalu8it.htm)."

The VR counselor must emphasize that this caution applies to all Internet users, not just VR program consumers. Try searching the topic "reliability of Internet information." The return matches will be in the thousands, which indicates that it is an important topic that most users of the Internet want to be aware of. The VR counselor may want to recommend that the consumer do a little research on Internet information. A good place to start might be the University of Illinois’ Web site, "Evaluating the Validity of Information on the Web" (http://illinois.online.uillinois.edu/IONresources/webeval/index.html).

 Chapter 2 also lists evaluation questions to consider.

Although the World Wide Web has quickly become very popular, with its highly attractive multimedia interface and huge network of information, it isn’t always the most accessible medium for individuals with disabilities. Individuals with disabilities may be limited by the visual or auditory content of Web sites, and navigation within Web sites requiring fine motor coordination can be a challenge. Slow downloads and incompatible software due to outdated equipment are also frequent obstacles for individuals who cannot afford the latest in technology. Assistive technology adds another interface challenge for many individuals whose adaptive equipment may not be completely compatible with the standard software used to surf the Web.

As designers become more aware of the need, and benefit, of universal design in creating Web sites, the above concerns will become less of an issue for individuals with disabilities. A recent article in the Wall Street Journal referred to "handicapitalism," a new term being used to describe people with disabilities as profitable marketing targets (Prager, 1999). Recognizing that people with disabilities are consumers and have money to spend is increasing access to products and services—including the Internet. However, until that time, it is important that the skill level of the user is assessed to ensure adequate access and provision of the appropriate technology. Ensuring equal access to Internet technology by consumers with severe disabilities is an important role of the VR counselor.

Many resources are available to assist designers in creating accessible Web sites. One such resource is BOBBY, created at the Center for Applied Special Technology (http://www.cast.org/bobby). This Web-based application reviews and validates Web sites’ HTML to test for accessibility and programming accuracy. Once a site has met BOBBY criteria, a logo can be displayed, indicating that the site is accessible to individuals with disabilities. Old software can also create difficulties for consumers. Testing Web sites using as many browsers as possible to ensure compatibility is also recommended (Burgstahler, 1998).

In times of low unemployment, reaching the greatest number of qualified applicants—quickly and with as little cost as possible—is a strategy employed by many businesses. A substantial increase in on-line recruiting by businesses has resulted in creative recruiting via the Internet, including virtual headhunting. "The Internet’s ease of use and less intrusive style of recruiting has contributed to an on-line recruitment boom" (Kuczynski, 1999). The ability to reach larger numbers of applicants and use this technology to screen them also reduces the work of the human resource professional (Kissane, 1997). Another advantage of Internet recruiting is the ability to locate both the passive and active job seeker.

Is business really using the Internet? According to a 1999 Society for Human Resource Management/CCH Inc. survey of high-tech recruiting methods, "the most often used ‘high-tech’ methods of recruiting were internal job postings via intranets or e-mail and job postings on the organization’s Web site" (Summer 1999, p. 4). Another creative approach to recruiting being utilized by busy human resources staff is the "virtual job fair." Much like traditional job fair events where many employers advertise job openings in person and market the business through trade show displays, the virtual job fair takes place on-line. The events are typically time-limited and require that the job seeker have an electronic resume. In many cases registration is required, and clicking on a banner will usually take the job seeker to the virtual fair where he or she can submit a resume on-line and view current openings. One resource for locating virtual job fairs is Monster.com (http://www.monster.com), although many other recruiting sites are beginning to offer this service. Another example is Campuscareercenter.com (http://www.campuscareercenter.com), which is a virtual job fair resource for college students.

Businesses are looking for new Internet recruiting resources to locate potential applicants. This provides an excellent opportunity for VR counselors to promote job seekers with disabilities. Some VR agencies, such as Washington State Department of Vocational Rehabilitation, have provided businesses access to job seekers through an on-line resume database accessible from the agency’s Web site (http://www.wa.gov/dshs/dvr). This was accomplished by working collaboratively with local employment security officials. The existing Talent Bank resume database was utilized, and through a custom interface employers are able to search specifically for job seekers with disabilities. Location and keyword searches can screen job applicants, and the resume is then made immediately available. National resources such as the National Business and Disability Council (http://www.business-disability.com/) also provide an on-line resume database for consumers.

A high-tech approach to provide access to job seekers with disabilities is just one option. There are low-tech approaches to get the job seekers in front of recruiters. Simply listing the vocational goals of current job seekers on the VR agency Web site with a resume attachment or an e-mail link to request more information provides instant access to job seekers. Whatever the level of complexity, utilizing the Internet to provide an immediate link to job applicants serves both business and the consumer.

Although the Americans with Disabilities Act was signed a decade ago, business continues to struggle with the impact of the ADA on hiring and accommodating individuals with disabilities. Providing business with guidance, resources, and consultation about employment law is another opportunity for VR to provide responsive customer service through the Internet. Identifying a VR staff person who can act as an ADA consultant to business and promoting this on the agency Web site along with links to ADA Internet resources are ways to offer support and market VR services to business. For example, in Washington State, regional business relations consultants provide no-cost assistance to business on the ADA and are accessible by e-mail from the agency Web site.

Creating an on-line clearinghouse of practical information on the ADA, workplace accommodations, and hiring people with disabilities will enhance placement possibilities and build long-term relationships with business. On-line newsletters and e-mail broadcasts to interested businesses about hot issues in employment law and ADA are ways to maintain contact with business accounts, as well as an inexpensive and effective marketing tool.

Developing and maintaining relationships with employers utilizing the Internet also provides a method for obtaining current labor market information and job leads and facilitating job placement. Electronic communication is quick, simple, and a preferred method by many busy human resources personnel. As in many business development activities, a single point of contact for employers is preferred to reduce the possibility of overwhelming an employer. Creating a shared on-line database of contacts, or a shared Internet address book, that can record staff interaction will better manage employer contacts.

The downside of Internet recruiting for VR and the consumer is the inability to address disability-related issues during the initial business contact. Moreover, since disclosure of disability issues on an on-line resume or through e-mail could have a negative impact on the selection process, guiding job seekers on appropriate disability disclosure is essential. Consumers should be counseled not to reveal disability-related information during the initial on-line contact or in a resume posting.

The relationship between the consumer and rehabilitation counselor remains the essential component in the rehabilitation process. Yet, the Internet’s potential in being a positive factor for consumers in realizing their vocational goals cannot be ignored. The Internet is a tool, and it’s a tool well worth mastering. As a result, the Internet is fast becoming part of the curriculum in many of the rehabilitation counseling graduate programs across the United States. The surf is definitely up, and Brian Wilson, the "greatest surfer" of them all, says it best:

I tell you surfing’s mighty wild

It’s getting bigger every day

From Hawaii to the shores of Peru

Let’s go surfin’ now, Everybody’s learning how.

If you are not using the Internet, give it a try and catch the wave!

Adler, J., & Nayyar, S. (2000, Summer) Hunting for jobs is a totally new game. Newsweek/Kaplan, Special Edition, 4.

Bolles, R.N. (1999). Job hunting on the Internet. Berkeley, CA: Ten Speed Press.

Burgstahler, S. (1998). World wide access: Accessible web design. Employment in the Mainstream, 23 (4), 16.

CCH Human Resource Management-Ideas & Trends in Personnel (1999, Summer). How high-tech is HR when it comes to recruiting?, 4.

Flanagan, T. (1999). Computer Literacy Survey. The Network, MRC Computing News (6), 3.

Johnson, K., Amtmann, D., & Zeiler, T. (1998). Applications of the Internet to the employment process for people with disabilities. WATA Bulletin. [On-line]. Available: http://www.wata.org/pubs/articles/employment-online.htm.

Kaye, H. S. (March 2000). Computer and Internet Use Among People with Disabilities. Disability Statistics Report (13). Washington DC: US Department of Education, National Institute on Disability and Rehabilitation Research.

Kissane, S. F. (1997). Career success for people with physical disabilities. Chicago: VGM Career Horizons.

Kuczynski, S. (1999, March). You've got job offers. HR Magazine, 44 (3), 51.

Mahar, K.P. (June 24, 1999). The Internet offers a new freedom. Wall Street Journal.

Riley-Dikel, M., Roehm, F., & Oserman, S. (1998). The guide to Internet job searching. Chicago: VGM Career Horizons.

Prager, J. H. (1999, December 15). People with disabilities are next consumer niche. Wall Street Journal, p. 1.

Wilson, B., & Love, M. (1995). Surfin' USA. Greatest Hits, Volume 1 Capitol [CD]. Guild Music Company BMI.

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Document Links Menu

Table of Contents  -  Introduction  -  Chapter 1  - Chapter 2  - Chapter 3  -  Chapter 4  - Chapter 5 

Glossary - Standards for Ethical Practice of  WebCounseling  - Internet Addresses -  Resources

Computer Literacy Self Survey  - Web Site URLs for Regional RCEPs, CRP-RCEPs and DBTACs

Link here to email  Leon Oehlers, MS, CRC - Region 6 RCEP Webmaster to report broken hyperlinks, new URLs, and/or additional information:  loehlers@rcep6.org

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