National Telecommuting Institute, Inc.
www.nticentral.org
VR Counselor FAQ
Questions Linked to Detailed Answers Below
- How does NTI work with VR consumers?
- What kinds of jobs do the VR consumers NTI places perform?
- What does a VR Counselor purchase when he or she authorizes NTI to work with a VR consumer?
- What fees does NTI charge for its 12-month training and support services?
- How do VR consumers who will work at home receive the training they need?
- Can NTI match VR consumers with part-time or full-time telework positions?
- Does NTI ever place trainees in seasonal positions?
- How do State VR counselors refer consumers to NTI?
- Is NTI an approved vendor in my state?
- How can I obtain more information about the relationship NTI has with my state VR agency?
- What should I do if I'm interested in purchasing NTI's services on behalf of a particular consumer, but NTI doesn't have a vendor relationship with my state VR agency?
- Does the consumer pay for training or support?
- Must an individual be approved for VR services to be accepted into NTI's telework training and support program?
- If a VR consumer also has a Ticket to Work, can they use Ticket to pay for NTI's services?
Detailed Answers
- How does NTI work with VR consumers?
NTI is a non-profit disability organization that specializes in working with individuals with disabilities who strongly prefer or require home-based employment. We develop a variety of telework positions and match clients to jobs appropriate to their capabilities and interests. Usually, we hire the clients directly as NTI employees to work on contracts NTI has with government and private-sector companies. However, we also match clients with employers who hire the teleworkers themselves. These placements always include some combination of on-the-job and formal training classes.
- What kinds of jobs do VR consumers placed by NTI perform?
NTI matches about 85% of clients with customer service jobs in in-bound call centers. These jobs vary in complexity from simple order taking to more demanding positions making reservations or providing product information or technical support. We match the remaining 15% of clients to positions in medical transcription, medical billing, quality control and assurance, government research, recruitment, sales, and survey and data collection.
- What does a VR counselor purchase when they authorize NTI to work with their VR consumer?
VR agencies purchase 12 months of telework training and support services. The nature of the training NTI provides varies, depending upon the particular position for which we train the individual. Support services also vary depending upon the needs of the individual consumer and the job. NTI's fees are contingent upon a successful outcome, which means that most or all of what NTI charges is billed only if the consumer works in a competitively paying telework position for at least 90 days. About 80% of the VR consumers NTI accepts for training meet this 90-day milestone and go on to work in a long-term telework position.
- What are the fees for NTI's 12 month training and support
services?
NTI gives VR agencies a choice between a no-risk $3,300 fee and a shared-risk $2,800 fee. VR agencies that select the no-risk option receive a bill only if their consumer completes 90 days in a telework position and is expected to continue in the same or a similar position. In the shared-risk option, NTI bills the VR agency $800 when the consumer completes the first two weeks of telework training. NTI bills for the remaining $2,000 only if the consumer meets the 90-day milestone and is expected to continue in the same or a similar telework position.
Please note, NTI is the recipient of a national Projects with Industry grant and funding from the Mott Foundation that subsidize our telework job development. This private and federal support is what enables NTI to keep our fees to state VR agencies so low. - How do VR consumers who will be working at home receive the necessary training?
VR consumers receive the training they require in their own homes using tested "virtual training" technology and techniques. Virtual training consists of the same mixture of lectures, demonstrations, role playing, drills, and written tests that call centers provide in their on-site classrooms.
VR consumers who train for customer service positions typically attend a virtual class 5 days a week for 4-6 hours each day. One instructor works with 8-15 students. All of the students report to class at the assigned time by dialing into a conference call "bridge." Students hear and interact with the instructor and one another via their telephone headsets. Each student's computer is also linked to the instructor's computer so that students can observe the instructor's screen on their own screens as the instructor explains each step of an application. When it comes time to role-play the skills that students have just learned, the instructor changes the data link so that the students see the computer screen of the student who the instructor calls upon to play the role of the agent. As the students demonstrate their mastery of the application, they begin to take live calls under supervision.
New hires also receive individualized coaching in succeeding months to improve their speed, accuracy, and people-handling skills. Just as importantly, VR consumers also receive life skills training designed to enable them to survive and thrive in a virtual workforce. - Can NTI match VR consumers with part-time or full-time telework positions?
Yes. NTI provides access to both part-time and full-time positions. In some cases, NTI recommends that consumers start with part-time work and demonstrate success before moving to full-time telework.
- Are NTI trainees sometimes placed into seasonal positions?
Yes. Some call center work is seasonal or temporary. For example, NTI has a contract with the IRS to handle orders for IRS Forms and Publications, which has a peak calling period from December–March. If NTI collects the $2,000 portion of the shared-risk fee or the $3,300 no-risk fee from a VR agency, but is not able to offer the seasonal worker a year-round telework position within 90 days of the end of the seasonal job, then NTI returns the $2,000 portion of the shared-risk fee or the entire $3,300 no-risk fee to the VR agency. Agreements with some VR agencies dictate that no fee is charged until the consumer transitions into a year-round telework position. Seasonal or temporary work, in and of itself, is not an acceptable outcome.
- How do State VR counselors refer consumers to NTI?
VR counselors should refer consumers who strongly prefer or require home-based employment to NTI's web site at www.NTIcentral.Org to complete an on-line application. NTI staff will review the application and interview each applicant by phone. Applicants who pass the screening interview then take four standardized tests. If all indications are that the consumer is in need of telework and is likely to succeed in the kinds of positions that NTI develops, NTI will ask the consumer to contact his or her VR counselor and request that NTI's services be incorporated into their Individualized Work Plan. While NTI cannot guarantee placement, NTI places the majority of VR supported applicants within 3 months of their obtaining VR approval for services.
- Is NTI an approved vendor in my state?
View NTI's current relationship with the VR organization in your state on the NTI by State page
- How can I obtain more information about the relationship NTI has with my state VR agency?
VR counselors interested in more information should send email to VR Information. We will email you (1) fee information we have for your state, (2) the contact name at your central office who is familiar with NTI, and (3) VR counselor FAQs that explain how we work with VR counselors across the country.
- What should I do if I'm interested in purchasing NTI's services on behalf of a particular consumer, but NTI does not have a vendor relationship with my state VR agency?
Some VR counselors can purchase services on behalf of their clients without a central office mediating the agreement or approving the vendor. If this is the easiest route for you, we can work with you directly. Alternatively, we are happy to work with you to set up a VR agency relationship. Please send an email to VR setup providing the contact information for the VR administrator authorized to handle the vendor approval process in your state.
- Does the consumer pay for training or support?
No. We never charge the consumer.
- Must an individual be approved for VR services
to be accepted into NTI’s 12 month training and support program?
Yes. However, if an individual is awaiting approval for VR services, NTI may invite him or her to participate in a short-term telework training/ assessment experience, if NTI has such seasonal or temporary work opportunities available. NTI does not charge VR agencies for these short-term work experiences. However, participation in these short-term experiences does not eliminate the need for the individual to enroll in NTI's customary training/support program if he or she is seeking a long-term telework position via NTI. Again, seasonal or temporary work is not considered an acceptable employment outcome.
- If a VR consumer also has a Ticket to Work, can they use Ticket to pay for NTI's services?
If a Social Security Beneficiary comes to NTI with an open VR case, NTI will look first to the VR agency for payment. Under the new Ticket regulations which go into effect July 21, 2008, a beneficiary is not allowed to assign their Ticket to an Employment Network as long as their case is open with VR. To enable NTI to accept the Ticket of a VR consumer, the consumer would need to request that VR close their case immediately - so that their Ticket becomes assignable. If a consumer with an open VR case does so however, VR would not be able to count the client as a successful closure. And if the consumer needed equipment or other support from their VR agency, it would be unavailable to them.
If the VR agency pays NTI for services and closes the case 90 days post employment, NTI is allowed to accept the Ticket at that point. Unfortunately however, Tickets assigned after VR has already closed a case successfully are NOT eligible for Phase 1 Milestone payments. This renders the Tickets worthless from NTI’s prospective. Because few teleworkers go off benefits due to work, all NTI expects to collect from a Ticket are Phase 1 Milestone payments.
To summarize, NTI will accept Tickets for payment if the applicant is not a client of a state VR agency at the time they apply to NTI. Applicants already enrolled with VR need to be paid via VR – unless the applicant is willing to ask VR to close their case immediately to make their Ticket available for assignment.