• Do you need a quick interest inventory to give a consumer?

• Do you need the spelling of a new medical term, but the office dictionary is 12 years old?

• Are you tired of returning 42 telephone calls each day?

• Do you need to know where the consumer’s street is located?

• Does the consumer need a resume today?

• Do you know that the consumer’s interviewing skills need work but lack the time to work with her?

Maybe it’s time to use the Internet!

     The Internet will never replace a rehabilitation counselor, but it can certainly facilitate the work of the counselor (Patterson, 2000) since Internet use is increasing daily. A recent Harris poll (Harris Interactive, 1999) indicates that 115 million people (56% of the adult population in the United States) are now using the Internet from home, work, or other access points such as the local library. As Harris noted, "This six hundred percent increase since late 1995 confirms that the Internet is the fastest growing technology in the history of the world" (p. 1). Internet usage has gone from 18% of the personal computer users being on-line in 1995 to almost 81% being on-line in 1999. Contrary to what one might expect, the educational level of the adults is not the distinguishing factor. More individuals with high school diplomas are using the Internet than individuals who have completed all or part of a college education (Harris Interactive, 1999).

     Internet technology offers benefits that accompanied earlier types of technology that are now taken for granted (e.g., fax machines, cellular telephones, copy machines) in terms of saving time and money and increasing communication. However, it offers much more, as described in the remainder of this chapter. If you are an Internet user, we hope that this chapter will give you many more ideas. If you do not yet have Internet access at work or are new to the Internet, we hope that this chapter will open a whole new world—and a preview of rehabilitation counseling in the 21st century.

The Internet provides major benefits for the counselor, the consumer, and management in two major areas: communication and information. Examples of these benefits, which will be further explained in this chapter, are summarized in Table 1-1.

Cartoon reprinted with permission from Schaef, A. W. (1999, November 27). For Women Who Do Too Much [calendar]. New York: Workman Publishing.

     One might argue that any benefit to counselors or consumers is also a benefit to vocational rehabilitation (VR) management in terms of enhancing the overall efficiency and effectiveness of the state rehabilitation program. Similarly, benefits that appear specific to counselors provide indirect benefits to consumers in terms of the knowledge and skills of the counselor.

     Public VR agencies are operating more and more like private businesses. They are emphasizing streamlining, efficiency, quality, and customer satisfaction. Agencies are even competing for customers. Like private businesses, public agencies are maintaining a competitive edge in these areas because they have learned to harness the power of the Internet.

     This unrivaled resource and essential tool has limitless uses and is ever changing. These two qualities of the Internet mean that individuals, companies, or agencies who are complacent, resistant to change, or unable to "think outside the box" may be left behind. The most successful will be those who continue to seek out new and inventive ways to use the Internet.

    Many rehabilitation professionals and agencies are already using the Internet to an advantage. The next section describes some of the creative and practical uses they have discovered. This list is a starting point; remember that countless other uses are waiting to be discovered by you!

     The Internet has applications in all phases of the rehabilitation process, from case-finding to post-employment services. This section describes many of these applications. In October 1999, a memo was sent on RehabNet requesting that state VR agencies identify creative ways that the agencies, counselors, and/or staff were using the Internet. The information in the following section includes examples provided by 30 rehabilitation professionals in 12 states. The respondents are identified through the use of their initials.

     As state VR agencies implement innovative approaches to service delivery (e.g., the "virtual office," see Chapter 5), some rehabilitation counselors are making more home visits. Similarly, part of case-finding includes contact with and the education of various referral sources. Both of these activities require counselors to travel. Also, counselors frequently spend time providing consumers with directions (e.g., to the agency or to a training or evaluation site). One feature of the Internet that can assist the counselor with all of these activities is the availability of maps and up-to-date information on weather conditions.

D.A. uses http://www.mapquest.com/ to make maps and driving directions for consumers to help them find appointments.

Additional map sites:

• http://maps.yahoo.com/py/maps.py

• http://www.lycos.com/roadmap.html

Other uses:

• Find driving directions for home visits.

• Calculate mileage for staff travel reimbursements or travel maintenance.

• Check road and weather conditions before leaving town.

Advantages:

• Increases customer support.

• Is convenient for consumers.

• Improves counselor efficiency.

• Saves money by eliminating the need to purchase city maps.

    Rehabilitation counselors work with individuals with a wide range of disabilities. Part of the assessment process includes understanding the disability (e.g., its etiology and prognosis). Moreover, counselors frequently find themselves providing disability-related information to consumers. Also, there are times when a consumer does not need a full vocational evaluation but the administration of a simple interest or temperament survey could assist the counselor and consumer in their planning efforts. Another critical element of vocational planning includes career information (e.g., vocational requirements, the outlook on various careers, training options). The Internet has sites that can assist the counselor in all of these activities.

R.S. finds information on disabilities for her consumers through the Mayo Clinic (http://www.mayo.edu/) and other medical sites.

R.W. uses the Internet to (a) gain a working understanding of diagnoses for which she is not familiar, (b) locate support groups for consumers, and (c) identify literature developed by consumer groups that she shares with consumers.

S.O. finds the Internet helpful in providing information on uncommon disabilities.

R.M. served a consumer who had a rare disorder called sarcoidosis. Since neither the counselor nor the consumer knew much about this disorder, they sat together at the computer and used the Internet to learn about it and even found a support group. The consumer started a dialogue through e-mail with the support group, which helped her to answer her questions, gain independence, and adjust to disability issues. She uses "Ask Jeeves" (http://www.ask.com/) to find information.

J.F. used the Internet to quickly find information on acute lateral sclerosis, brain injury, multiple sclerosis, autism, and other disabilities. She says this makes the process of determining eligibility more efficient.

C.C. says that the Internet has saved him time and provided a wealth of knowledge. He had a consumer with "SLE" apply for services. By using the Internet, C.C. found that SLE is systemic lupus erythematosus, which is commonly referred to as lupus. C.C. uses http://www.medicineNet.com

• http://www.merck.com/pubs/mmanual (Merck Manual)

• http://www.geocities.com/morrison94/ (DSM IV information)

Summary of uses:

• Locate hard-to-find information.

• Find information quickly.

• Locate and share disability information with consumers.

• Purchase fewer manuals and reference books.

    R.W. has gained a better understanding of some jobs with which she was not familiar. Recently she used the Internet to find out what a "child life specialist" does and what it takes for someone to become one.

W.L. uses free on-line assessments and inventories with consumers because they help to provide qualitative information when considering employment options.

R.W. uses the Internet to research disability information, job trends, and the requirements and tasks of specific jobs. She feels that it facilitates productive discussions about the appropriateness and realities of jobs, which in turn has enabled consumers to make informed choices.

Other career sites:

• http://www.acinet.org/acinet/ (America’s Career InfoNet)

• http://www.oalj.dol.gov/libdot.htm (U.S. Department of Labor Dictionary of Occupational Titles)

• http://www.bls.gov/oco/ (Occupational Outlook Handbook)

• http://dir.yahoo.com/Education/Higher_Education/Colleges_and_Universities/United_States/ (Yahoo directory of colleges and universities)

Summary of uses:

• Access up-to-date career resources and manuals, such as the Dictionary of Occupational Titles, Occupational Outlook Handbook, and O*NET (The Occupational Information Network being developed to replace the Dictionary of Occupational Titles).

• Access career assessment tests and inventories.

• Find specific training programs, obtain copies of degree plans, and procure accessibility and accommodation information from on-line catalogs of colleges and training programs.

Advantages:

• Enhances consumer involvement.

• Improves efficiency and saves money.

     In developing an individualized plan for employment, counselors must identify and locate products, vendors, and other services for consumers. By using the directories or locators that are available on the Internet, much of this hard-to-find information can be at the counselor’s fingertips. Also, the Internet can provide access to e-mail. Because maintaining contact with consumers is essential to the counseling relationship and the timely delivery of rehabilitation services, e-mail facilitates communication between the consumer and counselor, who both may have schedules that restrict their availability by telephone. By recording a consumer’s e-mail address at intake, along with the individual’s address and phone number, and by including your e-mail address on your business cards and letters, the game of "phone tag" can be greatly diminished. For those consumers who have computers but no Internet access, the counselor can show the consumer how to get free e-mail.

C.K. needed records from the Florida VR program and Ohio State University and found their addresses using a directory (http://www.bigbook.com/).

Other directory sites:

• http://www.switchboard.com/

• http://www.theultimates.com/

Other uses:

• Find the most convenient office, store, or provider for consumers.

• Locate vendors who carry hard-to-find items.

• Find addresses for forms and documents when applicants do not remember them.

• Target the consumer’s job search. For example, if the consumer has skills to work as a printer, type in "printing" and locate all the print shops in the area.

• Find consumers for whom you have lost contact.

• Find new referral sources. For example, enter "rehabilitation" in the category box and find all the rehabilitation centers in a particular area.

• Find new providers. For example, enter "training" in the category box and find all the training programs in the area.

     P.D. uses e-mail to enhance communication with a consumer who has a significant speech impediment that makes oral communication inefficient. P.D. says, "It makes our conversation much more detailed and much more effective. It allows the consumer ‘to have a voice.’" Also,
e-mail is an accommodation for another consumer who has attention deficit hyperactivity disorder. The concrete and clear nature of an e-mail message is easier for the consumer to interpret than a voice mail message.

R.T. says many of his consumers who are deaf like maintaining contact using e-mail.

G.S. gives consumers the address for free e-mail so they can easily keep in touch with her and use it to send resumes (http://lc3.law5.hotmail.passport.com/cgi-bin/login).

P.D. uses e-mail to maintain contact with a consumer who is looking for work. The consumer will e-mail information about the jobs for which she is applying, and P.D. replies with comments and suggestions related to the jobs.

R.N. routinely sends information updates to consumers. The information he provides includes new facts related to blindness, Social Security updates, information on new products or services, and dates of upcoming events. He also sends job leads to consumers who are looking for work and those who may be looking for advancement.

J.S. has a support group for job club graduates. If consumers cannot attend because they are working, he includes them by e-mail. J.S. calls this "electronic post-employment services."

Both P.D. and M.L. use e-mail to maintain contact with consumers who have difficulty with daytime phone calls when they are working or in school. P.D. says this also saves her time because she can read the message when she finds the time; she does not have to stop what she is doing to take a call.

M.L. says many of her consumers use e-mail to communicate with her, particularly when their schedules make telephone contact difficult or inconvenient because they are attending college or working during business hours.

Another free e-mail site:

• http://mail.yahoo.com/

Uses:

• Use it as a communication accommodation.

• Use it to improve communication; instructions in writing prevent misunderstanding.

• Reach consumers whose schedule conflicts with your work hours.

• Locate jobs through employer e-mail postings.

• Send resumes to employers; send to several different employers at once.

• Send job leads to consumers via e-mail.

• Post group e-mails (see listservs in later chapters) to all college students or post information on job fairs to all consumers who are looking for employment.

• Receive progress reports and diagnostics by e-mail.

• Use it to save money: verifying receipt by e-mail reduces the need to send certified mail, and sending e-mail instead of letters reduces the cost of postage.

• Communicate with referral sources.

• Communicate with a group of individuals by using chat rooms or forums. Counselors who host a chat room or forum can address topics ranging from adjustment to disability to questions about the agency. Also, chat rooms are useful in conducting job clubs and providing resources and support for consumers. (See http://www.worksupport.com/forum, Web Forums.)

A.W. identified information that an employer had requested about disability legislation. She also found information about community resources for a consumer who needed housing. She printed the information and shared it at a meeting with the consumer, his parents, and school personnel.

S.O. helped a consumer learn about another state’s VR program in order to make relocation decisions (http://trfn.clpgh.org/srac/state-vr.html), and she also looked at the new location’s job market at http://www.monster.com

K.H. has used the Social Security Administration Web site to obtain updated Plan for Achieving Self-Support information and Social Security forms (http://www.ssa.gov).

C.S. uses the Internet for adjustment counseling. He has linked some consumers by e-mail to facilitate peer counseling.

M.G. conducted research on comparable benefits, which resulted in setting up the consumer with a Medicare supplement that paid for medications, physical therapy, and cognitive therapy that the VR program had previously provided.

R.T., who works in a rural area with a shortage of resources, located funding sources on the Internet for some of the local nonprofit agencies to help them provide additional services to his consumers.

R.N. routinely teaches consumers how to use the computer and the Internet so they can become empowered.

E.R. uses the computers in the library to teach consumers how to use the Internet to find employment.

C.C. has many consumers who are interested in Social Security issues such as the effect of work on their benefits. He uses http://www.ssa.gov to educate them with the most current information.

R.N. downloads official agency forms and e-mails them to consumers as needed. Since other professionals write to him for information or advice, he calls this his "WWW caseload."

Summary of uses:

• Identify support groups for consumers and families.

• Promote informed choice by sharing information with consumers.

• Use other agency Web sites for easy access to forms and other printed materials; this ensures you have the most current versions and up-to-date information.

• Form a peer support group on e-mail.

• Find comparable benefits (for training, http://www.students.gov/).

• Compare prices of items using the on-line catalogs provided by companies.

• Share information with other agencies.

• Teach consumers how to access information on the Internet.

• Maintain a list of frequently requested Web addresses and share it with consumers.

Advantages:

• Increases customer support.

• Enhances consumer involvement.

• Expands outreach efforts.

• Creates new services and opportunities.

• Improves efficiency.

• Saves money.

     The Internet can be used in all stages of the job development and job placement process. Many sites not only contain databases of jobs, but also offer advice on subjects ranging from resume development to interviewing and salary negotiation. The Internet may be used to acquire information on businesses and industry, identify job openings, and locate jobs and application information that would otherwise necessitate numerous telephone calls. Individuals may search general job banks or job banks specific to a particular career.

G.G. assists consumers in registering on-line with the local workforce center.

C.D. assisted a consumer in developing an unusual self-employment plan. The plan was for sewing authentic colonial period hats and purses. C.D. went on-line to locate companies selling goods that were closest in authenticity to materials used during that time period. This research provided her with cost estimates needed for the self-employment plan.

C.D. worked with a consumer whose vocational goal was medical illustrator. The consumer did not know how to present her work during the application process. She used the Internet as a research tool and discovered how to do her portfolio.

V.J. identifies job leads for consumers that otherwise would not have been as accessible.

J.S. worked with a consumer who completed tractor-trailer training and earned a commercial driver’s license but had no on-the-road experience. Together they checked local job openings on-line and sent out resumes. When that did not work they searched Yahoo (www.yahoo.com/) using "truckers" as the keyword. The consumer posted a message explaining that he had a commercial driver’s license but no experience. He got a response and was directed to http://www.jobsearchonline.com. This site listed 35 national carriers who were hiring. After completing an application on-line that went to all 35 carriers, he received responses from five. Following a local interview he was hired as a driver trainee. Although this consumer had no Internet access at home and no computer skills, he was able to successfully broaden his networking efforts.

R.Z. uses http://www.choiceemployment.com/ as a placement tool.

Other labor market and job search sites:

• http://www.ecola.com (Listing of hundreds of newspapers on-line)

• http://www.doleta.gov/ (Department of Labor Employment and Training)

• http://www.100hot.com/jobs (Go2Net’s hot 100 job sites)

Other uses:

• Gain background information on a company by reviewing the company home pages before applying for positions.

• Register on-line with state workforce centers.

• Conduct a job club by e-mail or in an agency chat room.

• Establish a job-leads bulletin board.

• Use on-line classified ads. Most major newspapers are on-line, and some allow searches by keywords.

• Locate hard-to-find job information.

• Answer employers’ questions about the Americans with Disabilities Act and accommodations (http://janWeb.icdi.wvu.edu/kinder ).

• Use one of the hundreds of job posting Web sites to find job leads around the world.

• Use job readiness tools that are available on-line.

D.T. is working with a consumer who is doing distance learning at http://www.c-cad.org for an introduction to Microsoft course.

C.D. worked with a consumer who expressed an interest in jobs directly related to the Internet. They used http://www.Webmonkey.com to find detailed descriptions of jobs involving the Internet, such as Web producer, user interface tester, and desktop support engineer. The information was current and listed the specific training and experience that was required for these jobs.

Another Internet opportunity site:

• http://www.usdla.org (United States Distance Learning Association)

Uses:

• Consumers who are unable to work outside their home now have new job opportunities through Internet-based self-employment or telecommuting jobs.

• Several colleges now offer classes over the Internet, and some offer full degrees. This creates opportunities for both consumers and staff.

• New types of jobs are being created by the growth of the Internet.

Advantages:

• Creates new services and opportunities for training and employment.

• Convenient for consumers.

• Enhances consumer involvement.

• Improves efficiency.

     Maintaining professional competence is a life-long challenge for rehabilitation counselors. The Internet offers numerous resources for counselors, ranging from the ability to stay abreast of legislative trends to completing degree programs.

R.W. finds the Internet to be a useful tool in keeping up with legislative issues and trends in the field of rehabilitation through Web sites for national and local rehabilitation associations.

L.L., a counselor, is earning her master’s degree in rehabilitation through the Internet.

A.W. subscribes to e-mail newsletters and shares these with other counselors and school personnel. She also found information that helped her study for the certified rehabilitation counselor examination.

Other continuing education sites:

• http://kydvr.state.ky.us/programs_services/telecommuting.htm (Kentucky Department of Vocational Rehabilitation—Telecommuting project)

• http://distance.gradschools.com (Distance Gradschools.com—Listing of advanced degrees, including degrees in rehabilitation counseling, that can be earned over the Internet)

• http://www.rce.usu.edu/info (A distance education program offered by Utah State that can be accessed anywhere in the United States)

Other uses:

• Follow state and national legislation (http://thomas.loc.gov) Thomas Legislative information on the Internet).

• Identify topics and training materials for staff meetings.

• Maintain certified rehabilitation counselor certification by taking college credit classes on-line.

• Expand networking capabilities and share ideas and Web sites with others.

• Procure a copy of the Rehabilitation Act Amendments of 1998 (http://www.ed.gov/offices/OSERS/RSA/RehabAct.html)

• Locate motivational materials (http://www.epinc.com/index.htm) Economic Press—Daily motivator).

• Maintain professional competence by reading journals and newsletters at the Web sites of professional organizations.

Advantages:

• Promotes professional growth and networking.

     The advantages of a "Web presence" for state VR agencies are noted in the following examples. These range from posting brochures and providing maps on agency locations to addressing frequently asked questions, offering virtual tours, and providing links to other helpful sites.

1. Brochures. On-line brochures are a convenience for customers. They also reduce incoming information calls, printing, and postage. Including brochures from other organizations on the VR Web page may redirect a visitor to a more appropriate provider, which even further increases efficiency.

Sample Site: http://www.dli.state.pa.us/ovr/publish.htm#print (Pennsylvania Office of Vocational Rehabilitation—Brochures)

2. On-line manuals. Manuals that are available on-line reduce printing cost, allow an individual to search by keyword, ensure that everyone is operating with the most current version of a document, expedite revisions of documents, and offer accessibility from remote locations. Access to manuals and forms can also benefit others, e.g., community rehabilitation programs.

Sample Site: http://www.dwd.state.wi.us/dvr/pubs.htm (Wisconsin Division of Vocational Rehabilitation–On-line manual and standards for community rehabilitation programs)

3. Press releases. Press releases keep customers informed of changes. They can facilitate outreach for new agency programs and services or be used as a public relations tool to promote the positive accomplishments of the agency.

Sample Site: http://www.rehab.cahwnet.gov/public/pubinfo.htm (California Department of Rehabilitation Public Information)

4. Employer information and services. Employers can easily access information about VR.

Sample Site: http://www.mrs.mjc.state.mi.us/bs/index.html (Michigan Rehabilitation Services—Business services)

5. Searchable databases. Searchable databases allow customers to find the information they need quickly and easily without having to involve direct staff time.

Sample Site: http://www.wa.gov/dshs/dvr/ (Washington Division of Vocational Rehabilitation—Searchable database)

6. FAQ. Frequently asked questions can be addressed on the agency Web site. These often include a map and directions to the office, eligibility requirements, instructions on how to access services, personnel directories, and helpful links.

Sample Site: http://www2.state.ga.us/departments/dhr/vocrehabga/faq.html Georgia Division of Rehabilitation Services—FAQ)

7. On-line applications. Consumers can apply for services on-line, which increases referrals, saves time, and adds convenience to customers. Sample Site: https://www.dwd.state.wi.us/dvr/scripts/Application_I.asp (Wisconsin Division of Vocational Services—On-line application)

8. Links to related rehabilitation sites. Links to similar agencies and services, such as workforce, mental health and mental retardation, Social Security, colleges, and schools, promotes a more informed customer and a more efficient referral system.

Sample Site: http://www.temple.edu/inst_disabilities/atlend/ (Pennsylvania Assistive Technology Lending Library)

9. Links to rehabilitation information. Customers can do self-directed searches when links are provided. For example, links to the Social Security Administration, Americans with Disabilities Act, and assistive technology sites can answer many informational calls. Similarly, links to colleges, financial aid, career guidance, labor market, and job readiness sites can provide information to consumers as they develop the individualized plan for employment.

Sample Site: http://www.works.state.mo.us/mw2a.htm (Missouri Works—Job-seeking information)

10. Virtual tours. Virtual tours can save consumers time, allow them to become more at ease, and give them a better perspective on their options.

Sample Site: http://Web.nysed.gov/vesid/Queens/tour2.htm New York, Queen’s District Office, Vocational and Educational Services for Individuals with Disabilities—Virtual tour)

11. Customer satisfaction. A Web page that includes a comment or suggestion section can provide valuable information to the agency and should enhance customer satisfaction. By recording the number of times a page is accessed on the Web, the agency can identify the areas of greatest interest to consumers and also determine if the agency or program is marketed to the extent possible.

Sample Site: http://www.rehab.state.tx.us/consumer_news_survey.html (Texas Rehabilitation Commission—Consumer survey)

12. Recognize employers and consumers. Both employees’ and consumers’ extra efforts can be acknowledged on the agency Web page.

Sample Site: http://www.accessarkansas.org/ars (Arkansas Rehabilitation Services— Newsletters)

Advantages:

• Staff spend less time responding to informational telephone calls and answering questions.

• Less printing of forms, directories, manuals, and brochures results in reduced costs.

• Direct customer access eliminates the need to mail paper copies.

• Detailed information about the program and its services is available worldwide.

• People whose limitations prevent or hinder travel and people who live in remote locations have better access to services.

These advantages translate into (a) easy access and convenience for customers, (b) the ability to increase consumer input and enhance consumer involvement, (c) the promotion of new partnerships, (d) the creation of new services and opportunities, and (e) the ability to save money and improve efficiency.

     A number of Internet applications have been highlighted throughout this chapter, including some that relate directly to counseling (e.g., support groups, chat rooms). Nearly every disability group now has one or more pages devoted to information and sharing. These consumer Internet sites and their chat rooms or support groups can extend the local resources of the rehabilitation counselor. This is especially beneficial in terms of "(a) individuals with less common disabilities which may preclude sufficient numbers in one physical location, (b) individuals who live in rural areas or for whom transportation may be difficult, (c) individuals who cannot attend meetings at the time they are scheduled, and (d) individuals who are not yet ready to discuss their issues but would benefit from the experiences of others" (e.g., abuse issues) (Patterson, 1999, p. 72). Other benefits include immediacy (e.g., 24 hours a day) and cost-effectiveness (Weil, 1996).

     The use of these support groups or consumer Internet sites has limitations as well as benefits. Rehabilitation counselors have an ethical responsibility to discuss both the limitations and benefits with consumers. The issues that present ethical considerations for rehabilitation counselors (Sampson, 1998) include the following:

• Quality of resources and services offered on the Internet. As discussed in more detail in chapter 3, the value, quality, validity, or sincerity of various sites, assessments, job search tools, and other Web resources can vary widely. The user must be constantly cognizant of this.

• Individual readiness for Internet use. Although the Internet provides ready access to a multitude of self-help resources and vast fields of information for individuals wanting to find employment, the quantity of the information can be overwhelming. This alone can be critical, without even discussing the potential issues involved if the individual has difficulty making choices or discerning differences in quality or appropriateness.

• Availability of user support when needed. One of the ethical principles in rehabilitation counseling is nonmaleficence (do no harm). If Internet resources of questionable quality or validity (or those simply inappropriate for the particular activity) are used by a consumer who is not prepared for or is incapable of discerning the impact of the information, damage could be done without the counselor being available to mitigate or prevent it.

• Credentials of resource and service providers. Because the very nature of the Internet makes it very difficult if not impossible to establish criteria for all potential resources and services, the validity of an Internet resource’s information, the credentials of a Web site’s author, or the certifications of Web tools are all concerns to be considered by the counselor.

• Lack of practitioner awareness of local conditions and events. Although this may not be an issue for local VR counselors themselves, it may impact information sought or received from the Internet. Whether it is job market information that overlooks local labor market fluctuations or distance training that does not take into account peculiar local industry needs, these can negatively affect the consumer.

• Confidentiality and user privacy on the Internet. The lack of confidentiality of e-mail transmissions, computer-generated case notes and other electronic file records, Internet-based assessments and vocational evaluations, and on-line job applications and resume databases provides an opportunity for misuse of this information.

• Equality of access to Internet-based career resources and services. In the field of rehabilitation, equality of access extends beyond socioeconomic level. Counselors must be sensitive to accessibility issues related to various Web sites, particularly for individuals with sensory or cognitive impairments. The availability of accessible hardware and software can negatively influence or preclude access to the Internet by VR consumers.

     These issues highlight the need to discuss security features with the consumer, if the counselor and consumer are going to use e-mail to communicate. Similarly, consumers should be cautioned about the accuracy of information that is available on the Internet. Although support chat rooms can provide valuable assistance to an individual, misinformation can also be provided. Assessment is also an issue. As Internet use continues to grow, it is likely that consumers will elect to take some free tests that are available on the Internet. The counselor may need to address issues related to reliability and validity. Although the extent of WebCounseling will vary by individual counselor, all rehabilitation counselors should review the guidelines that have been established by the National Board for Certified Counselors (see Appendix 2).

     As evidenced by the comments from 30 rehabilitation professionals and the examples they provided, the advantages of using the Internet far outweigh the disadvantages! As one counselor stated, "The Internet is an invaluable tool for the VR counselor and the individuals he or she serves. It places a virtual, living library of information at the user’s fingertips. Access to rich, up-to-date information improves service quality and eventual rehabilitation outcomes."

     The capabilities of Internet-based delivery of VR services will continue to grow rapidly if not exponentially. It is reasonable to expect that the increasing efficiency and cost-effectiveness of this tool will provide even greater availability of its resources to both counselors and consumers. However, the Internet is not a perfect system. The search engines that provide access to the information can provide an overwhelming amount of information, as well as "miscellaneous" or unrelated information. Other chapters in this document can assist counselors in learning how to "read" Internet addresses, which will help them more quickly discriminate between useful sites and non-useful sites and determine the quality of the information based on the source.

     Throughout its long and illustrious history, the public VR services system has embraced and endured many political, ideological, and technological changes; however, a high degree of human interactivity between the professional and consumers of VR services remains the foundation of the program. Gathering, assessing, and sharing information are among the cornerstones of the VR process. The Internet provides VR with another tool to enhance consumer choice and improve the quality of services and employment outcomes.

     Employer partnerships are also built on person-to-person relationships. Contacting employers, providing employer consultation, and securing employment occur in real time and in the real world. The Internet can serve as a valuable vehicle for information exchange, communication, and job development for all partners in the employment process.

     A VR agency Web site can serve as the gateway to vital information related to VR employment and rehabilitation services for both the consumer and employer. VR agencies have recognized the value of a Web presence as a cost-effective strategy for public relations, product/service support, and recruitment of qualified applicants for employment.

     In conclusion, the Internet is a strategic information resource for (a) developing employment development and consulting for employers, (b) accessing job opportunities, (c) gathering information related to employment trends and job support, and (d) assisting consumers in the job search process.

     As Leiner et al. (1998) noted, "One should not conclude that the Internet has finished changing. The Internet, although a network in name and geography, is a creature of the computer, not the traditional network of telephone or television industry" (p. 15). How does the Internet relate to VR service delivery? Where is it taking us? What does the future hold? These are important questions to be explored in relation to accomplishing full integration of the Internet as a VR resource tool. Improved strategies for employment development, increased consumer choice, interconnected work environments, and improvement in quality of life are all possibilities of effective professional utilization of this technology.

     Almost 20 years ago, the Eighth Institute on Rehabilitation Issues (IRI) on Computer-Assisted Rehabilitation Delivery stated:

"A counselor is the recipient, processor, interpreter, and dispenser of information. The computer is an excellent filing cabinet, a manipulator, and organizer of information but it cannot interpret or use the information. A counselor is as effective as the way (s)he uses available management and client-related information, which in turn frequently is determined by the accessibility, timeliness, and accuracy of the information" (Downing et al., 1981, p. 47).

     Finally, a statement in the Eighth IRI concerning computer technology is equally relevant today in addressing the Internet:

     It is difficult to write about the future—the future is no further off than tomorrow (p. 47).

 

Downing, G., Hall, J., McGill, M., Miller, Jr., L. C., Monteforte, V., Schubothe, H., Winn, R., Herrick, W., & Minton, E. (1981). Computer Assisted Rehabilitation Service Delivery (p. 47). Eighth Institute on Rehabilitation Issues. Dunbar, WV: West Virginia Research and Training Center.

Harris Interactive. (1999, December 22). On-line population growth surges to 56% of all adults. The Harris Poll #76 [on-line]. Available at http://www.harrisinteractive.com/harris_poll/index.asp?PID=9.

Leiner, B. M., Cerf, V. G., Clark, D. D., Kahn, R. E., Kleinrock, L., Lynch, D. C., Postel, J., Roberts, L. G., & Wolff, S. (1998). A brief history of the Internet [on-line]. Available at http://www.isoc.org/internet/history/brief.html

Patterson, J. B. (1999). Ethical issues in the 21st century. In C. Dixon & W. Emener (Eds.). Professional Counseling: Transitioning into the New Millennium (pp. 71-84). Springfield, IL: Charles C. Thomas.

Patterson, J. B. (2000). Using the Internet to facilitate the rehabilitation process. Journal of Rehabilitation, 66(1), 4-10.

Sampson, J. P. (1998). Potential problems and ethical concerns. In J. Harris-Bowlsbey, M. R. Dikel, & J. P. Sampson (Eds). The Internet: A Tool for Career Planning (pp. 31-37). Columbus, OH: National Career Development Association.

Weil, M. W. (1996, September/October). From couch to cyber-therapy. National Psychologist [on-line]. Available at http://www.csudh.edu/psych/article.htm

McDaniel, R., Beadles, R. J., & McDaniel, N. B. (1999). Utilizing the World Wide Web for disability resources and vocational information for vocational evaluators [on-line]. Available at http://www.rewaa.org/essay.html (Site document no longer available online.)

Link to Top of Page

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