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KMID : 1001720050150010251
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Journal of Vocational Rehabilitation
2005 Volume.15 No. 1 p.251 ~ p.274
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Evaluation and improving strategies for the telephone counseling services for the disabled
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Kwon Seon-Jin
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Abstract
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The nationwide telephone counseling program for the disabled people in Korea began in 2001. There still remains a vital need for setting up measures against factors that are insufficiency and inefficiency of the telephone counseling. In an effort to meet such a need, this study aims to investigate current state of the counseling program and evaluate the counseling center by organizational perspective and client satisfaction. And aims to propose the new policy measures for the development of the counseling service for the disabled. In last three years, telephone counseling program have contributed to the expansion of public awareness on the disability and have ensured coverage and enhanced affordability of disability benefits, and secured adequacy of disability related information. Efforts should be made to ensure that full benefits of the disability programs be shared by all participants when designing a new model. This study proposes three policy measures. To develop the telephone counseling program, there need to improving the quality of counselor by the education of disability related information and counseling technique. Secondary, the center need to be more supportive to operation of counseling program and counselor’s morale. Thirdly, effective telephone counseling service have close relation to the community service resources. In this respect, the present study is expected to be used as an important reference for those are looking into evaluating the disability counseling center program and implicating the direction for the developmental program.
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KEYWORD
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vocational telephone counseling, evaluation of counseling center, client satisfaction
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