2024 Assessment of Virginia’s Information Ecology of the Disability Services System

Access to disability services information depends on many factors, from an individual’s digital literacy, social connections and physical mobility to the interface design of websites. However, it is also true that the availability of disability services information (e.g., how to apply for a Medicaid Waiver) and how such information is managed and provided to end users in Virginia are also critical factors that shape people’s information access. This assessment focuses on understanding the latter, namely, the “information ecology” of disability services in Virginia. Specifically, we examine how service providers, both governmental and non-governmental agencies, manage information about disability services, the challenges staff face in providing information, and how different types of information are communicated and shared across different providers. Findings based on survey and interview data analysis suggest that service providers in different sectors face common challenges in managing and providing information to people with disabilities and their family members. Still, providers also must deal with unique challenges specific to their service sectors. For example, common challenges in managing and providing information include language barriers, community outreach to underrepresented groups, misinformation and resource constraints. Meanwhile, state agencies reported that they found it difficult to manage and provide information consistently due to staff turnover, inconsistent workflows and varying use of information systems. Local agencies, such as Community Services Boards (CSBs), often took on additional work as they provided information to people from other jurisdictions or states. Non-governmental agencies, such as nonprofits and advocacy organizations, often became a first-stop shop for any informational queries, as many people found it easier to contact non-governmental agencies rather than go directly to governmental agencies. Within the information ecology of disability services, diverse providers play different roles in providing information about disability services while sometimes being disconnected from each other, creating “information silos.” We developed recommendations to reduce the managerial and ecological issues hindering people’s information access. Implementing these recommendations would help the Commonwealth continue to improve the management of key information in Virginia, allowing people to have consistent access to information through diverse channels.