Customized Employment

About

Customized Employment is an individualized, person-centered approach to employment for individuals with significant disabilities who require individualized strategies to achieve competitive integrated employment. Customized Employment uses an approach called Discovery to identify a consumer's strengths, interests, and support needs in community settings. The role of the Service Provider in Customized Employment is to facilitate customizing a job for the individual matching those strengths, interests, and support needs to an employer's needs, and provides supports to ensure success and stability. More information about Customized Employment can be found on the Service Details page.

A current list of Service Providers and staff approved to provide Customized Employment in Wisconsin may be found on the DVR Service Provider Personnel for Customized Employment directory. To be approved to provide Customized Employment services, Service Providers must undergo specialized training. Service Providers interested in adding Customized Employment to their service agreement should contact their local WDA Director or refer to the list of approved Customized Employment trainings available on the DVR Service Provider Training webpage.

Consumer Engagement and Partnerships

A strong partnership between the consumer, Service Provider staff, and DVR is essential to support progress toward employment goals. A productive working partnership includes regular communication, clarity on expectations, and shared problem-solving.

Within DVR Reports, Service Providers should identify and update, as needed, an expected contact standard. The Service Provider and consumer should discuss and agree on this contact standard, including how often they will connect, the type of contact (in person, virtual, phone, or email), and how long meetings will typically last. They should also agree on how any changes to scheduled meetings will be communicated.

Written reports document services provided and progress, but do not replace timely communication with DVR when urgent issues arise. Service Providers must notify DVR as soon as they become aware of situations that present a risk to consumer safety or well-being, or that may require immediate intervention. For less urgent barriers or changes that may affect employment progress, Service Providers should use professional judgment and communicate with DVR as appropriate.

Providers are encouraged to review the DVR Roles and Responsibilities with consumers, to support shared understanding of expectations.

Supported Employment Plan Documentation Requirements

Note: This language reflects the Supported Employment Coordination Planning policy.

DVR and Long-Term Care (LTC) programs each create service plans for consumers/participants/members. Coordination among DVR, LTC representatives, and Service Providers is important to ensure alignment of employment goals, supports, timing, payment, and outcomes. This includes identifying the type of supports needed and when those services should be implemented in each respective plan. Communication and agreement on planned services and supports must be documented.

Coordination planning, with input and attendance from all members of the team (including the consumer, guardian or legal decision-maker, LTS representative, DVR, and Service Provider), should take place at the following points in the process:

1. DVR post-Career Profile/assessment meeting
2. DVR 60-day on-the-job meeting
3. Before transition to long-term support

DVR is responsible for obtaining documentation of agreement from members of the supported employment team and may request assistance from the DVR Service Provider during service delivery. Documentation of agreement may include signatures, initials with a date reflecting verbal agreement, or written confirmation via email.

Summary of Services Table

Providers should monitor progress and adhere to the timeframes for delivery of individual services identified in the table below.

Service Delivery Expectations

• Customized Employment services must be delivered in accordance with the principles of competitive, integrated employment (CIE) and in coordination with the consumer's DVR Individualized Plan for Employment (IPE).
• Service Providers are required to contact the consumer for whom services have been authorized within five (5) days of the receipt of the purchase order.
• A DVR Authorization for Services is required before any services can begin.
• Services are expected to be completed in accordance with the technical specifications and within required timeframes.

• Discovery and Discovery Profile
• Customized Employment Job Preparation and Development Plan
• Customized Employment Job Development and Hire
• Customized Employment Retention Services (When Monthly SI is not needed)
• Customized Employment Monthly Systematic Instruction (includes Job Retention)
• Customized Employment Transition to Long-Term Support (LTS) (Up to 6 months)
• Customized Employment Transition to Long-Term Support (LTS) (More than 6 months)

Customized Employment is competitive, integrated employment for a consumer with a significant disability, with duties assigned based on the consumer's unique strengths, needs, and interests. Customized Employment is designed to match the consumer's abilities to the employer's business needs.

Consumers may benefit from customized employment services if they cannot perform the necessary tasks of an existing job. The Customized Employment Service Provider will identify the strengths of the consumer and work with an employer to create a job to meet the employer's needs. Supports are provided to the consumer via Systematic Instruction. It is not required to attempt typical Supported Employment services before providing Customized Employment services. It is possible to provide Customized Employment services to a consumer who does not have LTS. In those cases, the Technical Specifications can be used, and the service and payment will not be provided for Transition to LTS because this transition is not necessary.

Discovery and Discovery Profile

Service Overview

The Discovery process develops information that translates a consumer's everyday activities into employment possibilities. Discovery seeks to answer a fundamental question: “Who is this person?” - in a descriptive, non-evaluative manner. Observations and interactions during Discovery aim to:

• Understand and identify individual skills, interests, and preferences.
• Identify potential job positions that match the consumer.
• Inform updates or amendments to the consumer's Individualized Plan for Employment (IPE) with DVR.

Service Components

The Discovery Profile report is organized into three sections, providing the consumer, their family, DVR, and the employer with the information needed to develop a customized plan.

Part I: Intake Interview Summary

• Completed during a meeting held before Discovery begins.
• Summarizes essential facts about the consumer's life to guide the Discovery activities.
• Involves as many members of the consumer's employment team as possible, including:
  • DVR case facilitator
  • LTS representative
  • Consumer and guardian (if applicable)
  • DVR Service Provider

Part II: Profile of Discovery

• Offers the full profile of the consumer's life and abilities across multiple domains, including:
  • Family and home
  • Education
  • Employment
  • Life activities
  • Skill performance
• Developed through in-person meetings with the consumer:
  • At their home, and
  • In at least four (4) community locations selected in discussion with the consumer and stakeholders.
• Activities are chosen to let the consumer demonstrate their existing skills, interests, and abilities, focusing on areas they are familiar with or have prior experience with and interest in performing.

Part III: Plan Preparation Summary

• Summarizes and translates the information from Parts I and II into a document that prepares for a quality customized plan.
• Uses a narrative format, with the option to enhance the information by adding digital photos.
• Information from this section will be operationalized in the Customized Employment Job Development Plan.

Supported Employment (including Customized Employment) Team

• Services are provided as a team-based approach, with the DVR consumer at the center.
• Team composition is individualized, based on the consumer needs and preferences, typically including:
  • Consumer
  • Guardian (if applicable)
  • DVR case facilitator
  • Supported Employment DVR Service Provider
  • Family members
  • Representatives of entities providing funding and service coordination after DVR case closure.
  • Any additional individuals identified as supporting the consumer's employment goals.
• Team members should be identified and involved in the completion of the Career Profile/Discovery Profile.
• A meeting to review the Career Profile/Discovery Profile is required (in person, virtual, or phone), and scheduled using potential dates provided by DVR in the referral. During this meeting, the provider reviews the Profile report contents and recommendations with the team.

Note: If a consumer returns to DVR and a Discovery Profile was previously completed, it should be reviewed to see if another Discovery Profile is necessary.

Documentation/Reporting Expectations

Required documentation for this service must be completed using the Discovery Profile Report (DVR-18010-E)

Customized Employment Job Preparation and Development Plan

Service Overview

The Customized Employment Job Preparation and Development Plan service involves completing the job preparation activities and the development plan, and discussing this plan with the consumer and DVR, including the responsibilities of each party throughout the process. The Customized Employment Job Preparation and Development Plan outlines the steps for providing individualized Customized Employment Job Development services moving forward. This plan guides the process of identifying employment opportunities and preparing the consumer for successful employment.

Service Components

• Engaging the consumer in employment preparation activities and supports (interview practice or coaching, resume development, etc.).
• Identifying potential employers and opportunities that match the consumer's skills and interests.
• Establishing contact standards for communication between the consumer, Service Provider, and potential employers.
• Ongoing consultation and problem-solving around job supports or barriers.
• Completion of a written Job Preparation and Development Plan detailing the plan for future job development services as applicable.
• Discussion of the plan and all included attachments with the consumer and DVR, including responsibilities of each party.

Service Requirements

The Customized Employment Job Preparation and Development Plan documents the process and plans for supporting the consumer's employment, and must include:

• Responsibilities of all parties involved (consumer, Service Provider, DVR).
• A completed Initial Job Supports section to identify potential supports or accommodations; this section is intended to be revisited and used to help inform supports needed after a job offer is made.
• Documentation of plans for next steps for connecting the consumer with suitable employment opportunities.
• A scheduled 90-day review meeting following completion of the plan.
• Employment eligibility and tax documentation check: Confirm with the consumer that they have the necessary documentation for completing hire paperwork (e.g., IDs required for I-9 and W-4). If the consumer does not currently have required documentation, the plan should describe next steps for the consumer to obtain the documentation and any supports or resources discussed. Providers should communicate with DVR if any additional assistance or coordination is needed.

The Plan must include the following attachments, unless otherwise specified by DVR, based on the needs of the consumer:

• DVR Sample Job Application or printable Practice Job Application from CareerOneStop.
• Resume
• Cover letter
• List of references

Document standards and accessibility requirements:

• Resumes, cover letters, and references must be submitted in an editable format (e.g., .doc or .docx).
• Electronic copies of documents must be shared with the consumer.
• Documents must be accessible to the consumer and compatible with common applicant tracking systems (ATS). Formats that result in image-based, non-editable, or accessibility-limited files should not be used.

Documentation/Reporting Expectations

Required documentation for this service must be completed using the Job Development Plan (DVR-17036-E)

Visual Resume (Optional)

The Visual Resume is an innovation used regularly in Customized Employment as an alternative to a traditional resume. Once the customized plan is completed, a visual resume may be developed (using Microsoft PowerPoint, Prezi, or similar) to present the consumer's skills and abilities to potential employers

The Visual Resume must include:

• An introductory photo or image representing the consumer respectfully and professionally.
• Images or short video clips highlighting the consumer's skills and abilities relevant to potential employers.
• A succinct narrative describing how the consumer can contribute to the needs of potential employers.
• A list of 8- to- 12 job tasks the consumer can perform, aligned with their interests and the business needs of the employer.
• A fully developed presentation in a binder or an applicable electronic format, designed to stand alone and effectively present the consumer's information.

Please see Other Services: Visual Resume Technical Specifications for more details.

Customized Employment Job Development and Hire

Service Overview

The Customized Employment Job Development and Hire service relies on relationship-building and community engagement to create employment opportunities that match the consumer's strengths with business needs. The systematic approach helps ensure a job match, reduces the need for ongoing workplace support, and maximizes consumer independence.

Service Components

• Use the Discovery Profile and Job Preparation and Development Plan to guide outreach and opportunity identification.
• Visit employers to learn about their business needs and hiring practices, and leverage that information to modify, create, or negotiate a job that aligns with both the consumer's strengths and abilities and the employer's requirements.
• Document relevant employer contacts in the Job Development Monthly Report.
• Collaborate with DVR Business Services Consultants to maximize potential job leads and relationships with local businesses.

Service Requirements

• A review meeting with DVR staff, the Service Provider, and the consumer (in-person, by phone, or virtual) is required at least every 90 days, or more frequently as requested by any party. The purpose of these meetings is to review progress toward job development goals, discuss monthly reports, and address any barriers or changes in service needs.
• Upon an offer of employment, DVR must be notified as soon as possible (within five (5) days) to:
  • Review the job to ensure it aligns with the consumer's IPE goal and is appropriate based on their needs and preferences.
  • Authorize Retention, Job/Task Analysis and Systematic Instruction (SI), or Partners with Business supports, as appropriate.
  • If the type of support needs to change, DVR must be consulted and agree to authorize alternate support services.
• Service Providers must submit hourly wage documentation to DVR prior to receiving the Transition to LTS payment, in accordance with DVR Wage Documentation Requirements.

Additional Considerations

• Discussion of the terms of transition to long-term support should begin at the time of hire. These conversations need to involve DVR, the consumer and their representatives, as well as the consumer's LTC provider.
• DVR provides guidance and support to maximize the number of hours the consumer can work. The employment team should establish a goal based on the consumer's stated preferences and abilities. Any difference between the goal and the hours secured should be agreed upon by the team.
• If the team thinks the consumer would benefit from other services, assessments, or experiences while seeking permanent employment, other service options may be explored while Customized Employment services continue. Use of such services should be purposeful and time-limited and may also include Work Incentive Benefits Analysis services to identify available work incentives.
• Most consumers of Customized Employment services are expected to receive Monthly Systematic Instruction services. Use of Job Retention Services or Partners with Business require documentation in the DVR case file and DVR approval.

Documentation/Reporting Expectations

Progress during this period must be documented using the Job Development Monthly Report (DVR-18028-E).

Hire outcomes must be documented using the Job Hire Report (Provider Portal link) or Job Hire Report (DVR-17037-E).

Customized Employment Retention Services (When Monthly SI is not needed)

Service Overview

Monthly Retention services are designed for consumers who do not require Systematic Instruction to learn or maintain job tasks. Job Retention services focus on supporting positive workplace relationships, fostering independence, and helping consumers develop natural supports in the workplace as available and appropriate.

Service Components

Service Providers work with consumers on situational problem solving, communication, and ensuring the consumer knows how to access information at the workplace. Regular check-ins with both the consumer and the employer are conducted to monitor job retention, stability, and progress in the initial months of employment. If employment ends before completion of 90 days, the Service Provider must notify DVR immediately and submit a final Retention report summarizing services provided and reasons for consumer's separation from employment.

Service Requirements

• Communicate directly with the consumer at least twice per month via phone, email, or in-person/virtual meetings. If texting is used in place of direct contact, or if there is a gap in communication during the month (e.g., vacation, consumer request), the Service Provider should document the reason. Attempted contact alone (e.g., leaving messages without a response) does not count as direct contact.
• Digital or remote communication (e.g., text, email, phone/FaceTime) must reflect a substantive discussion, meaning the interaction includes meaningful content related to employment progress, barriers, or next steps. Examples of substantive topics include, but are not limited to:
  • Attendance, wages, or scheduling.
  • Training needs or progress.
  • Problems at work and problem-solving strategies.
  • Other employment-related issues relevant to job retention.
• Provide other supports as detailed in the Job Supports Plan section of the Hire report.
• Contact the employer (with consumer permission and a defined contact standard) and plan workplace visits to discuss:
  • Roles of the Service Provider and DVR.
  • Strategies to promote independence and encourage quality job performance, including consumer-specific support, communication, and learning style information.
  • Steps to take if issues arise with consumer progress.
  • Provider contact information and a backup plan if provider is unavailable.

Support Delivery Considerations

• Retention supports are short-term supports intended to help a consumer stabilize on the job and maintain their job after hire.
• Retention does not include Systematic Instruction or task training. If the consumer begins to require task instruction or skill acquisition, services may switch to SI. See below for Monthly SI Technical Specifications for guidance on service transitions.
• Other support needs outside of Retention require DVR consultation. See Support Delivery Methods for more information on considerations and examples.

Documentation/Reporting Expectations

Progress during this period must be documented using the Job Retention Report (DVR-17038-E).

Customized Employment Monthly Systematic Instruction (includes Job Retention)

Service Overview

Monthly Systematic Instruction (SI) provides structured, individualized instruction to support consumers in maintaining employment, particularly in the first months on the job. This service is designed for consumers who require ongoing support to learn, maintain, or improve job tasks. SI emphasizes the use of planned, systematic, step-by-step instruction based on the consumer's needs.

Service Components

• Use the Job and Task Analysis to identify the consumer's work routine. Develop individualized instructional strategies to support and teach the consumer to complete job tasks independently.
• Implement instruction using a step-by-step, or systematic approach, including positive and constructive communication.
• Monitor progress and adjust strategies as needed to ensure independence and job retention.
• Other supports provided as part of SI include fostering positive workplace relationships, working with consumers on situational problem-solving, communication, and ensuring the consumer knows how to access information at the workplace.

See the full Job and Task Analysis and Systematic Instruction Technical Specifications for detailed standards and procedures.

Support Delivery Considerations

• SI is typically delivered in person at the worksite.
• Remote Supports may be used for SI when the consumer is on site at the job and the Service Provider delivers instruction remotely, when pre-approved by DVR and clearly tied to the identified job tasks or instructional goals. See Support Delivery Methods for additional details, examples, and parameters.
• Off-site supports may be used for SI when both the consumer and Service Provider are not at the work location, and when on-site support is not feasible due to employer restrictions or consumer needs. Use of off-site supports requires DVR pre-approval. See Support Delivery Methods for additional details, examples, and parameters.
• If the consumer requires minimal instructions or if the support strategies can be provided naturally by coworkers or supervisors, consider whether Partners with Business (PwB) is a more appropriate service. See Partners with Business Technical Specifications for additional guidance.
• If task instruction is no longer needed but stabilization or follow-along supports are more appropriate, services may switch to Retention. See above for Retention Technical Specifications for more information.
• If the consumer has other support needs that fall outside the scope of SI or Retention (e.g., transportation training, personal attendant services, behavioral support or safety-related supports), this requires DVR consultation. See Support Delivery Methods for more information on considerations and examples.
• Switching between Retention and Monthly Systematic Instruction (SI)
  • If a consumer receiving Retention services requires Monthly SI, the Service Provider should contact DVR as soon as possible to explain the reason(s) for the requested change. With consumer agreement, DVR may authorize Monthly SI effective immediately, so the service can be delivered, reported, and paid at the Monthly SI rate.
  • If a consumer receiving Monthly SI no longer requires instructional support, the Service Provider should contact DVR as soon as possible to explain the reason. With consumer agreement, DVR may authorize Retention services to begin on the first day of the following month.
• Customized Employment (CE) Consumers & Hourly SI
  • For CE consumers needing on-the-job supports for non-CE or non-SE activities (e.g., I/TW), Systematic Instruction (SI) is provided and paid at the hourly rate.
  • Permanent positions and On-the-Job Training (OJT) for CE consumers is supported using the Monthly SI rate.

Documentation/Reporting Expectations

At the start of employment or Internship/Temporary Work, a Job and Task Analysis must be completed using the Job and Task Analysis Report (DVR-18215-E).

Once the consumer begins working, ongoing monthly progress must be documented using the Systematic Instruction Report (DVR-18212-E).

Customized Employment Transition to Long-Term Support (LTS) (Up to 6 months)

Service Overview

The Transition to LTS service facilitates a planned transition of the consumer from DVR Customized Employment services to LTS funding and services.

Service Requirements

• A discussion with the Service Provider, consumer, DVR, and long-term support provider (and any others invited by the consumer) is required to secure an appropriate transition plan, including a date to transition to LTS services.
• A meeting is not required; however, DVR must document that all parties agree on:
  • The support plan for the consumer.
  • A definition of stabilization based on the consumer's individual circumstances.
  • Timing of the transition to allow the LTS provider to follow their internal procedures for plan revisions and payments.
• If a different service provider will be needed for on-the-job support after transition to LTS, all parties - including the new provider - must coordinate handoff procedures.
• Service Providers must submit hourly wage documentation to DVR prior to receiving the Transition to LTS payment, in accordance with DVR Wage Documentation Requirements.

Additional Considerations

• Stability can occur at any time. Stability occurs when the consumer can complete required job tasks accurately with a reasonable level of support, within the timeframe agreed upon with the employer. Once stability is achieved, the case should be transitioned LTS, though transition cannot occur before the consumer reaches 90 days on the job.
• Transition to LTS should coincide with the first business day of the month, when possible, to simplify payment coordination.
• Federal requirements mandate that DVR is required to follow the consumer for an additional 90 days after successful transition to LTS before closing the consumer's case.
• Service Providers are not required to provide monthly reports to DVR after the Transition to LTS occurs.
• If the DVR case file is not closed, DVR may continue to contact the consumer, employer, or long-term support provider to obtain information for case closure purposes.

Documentation/Reporting Expectations

Wage verification must be submitted in accordance with DVR Wage Documentation Requirements.

Required documentation for this service must be completed using the Transition to LTS Report (DVR-18037-E).

Customized Employment Transition to Long-Term Support (LTS) (More than 6 months)

Service Overview

This service applies when the Transition to LTS occurs after at least six months of Monthly SI and/or Retention services. All service requirements and additional considerations for Customized Employment Transition to LTS (three- to- six months) apply.

• Payment for Customized Employment Transition to LTS after six months may be made at the discretion of the local DVR office if the Service Provider has:
  • Provided substantial services documented in reports submitted monthly to DVR, and
  • Significantly aided in the transition to LTS.

Documentation/Reporting Expectations

Wage verification must be submitted in accordance with DVR Wage Documentation Requirements.

Required documentation for this service must be completed using the Transition to LTS Report (DVR-18037-E).

Required Reporting Templates

• Approved Customized Employment Training
• Competitive Integrated Employment Guidance
• Current List of DVR Service Provider Staff Approved to Provide Customized Employment
• DVR Supported Employment Guidance
• Shared Roles and Responsibilities in DVR Services
• Transportation Plan
• Adult Technical Assistance Guide (TAG)
• Youth Technical Assistance Guide (Youth TAG)
• Essential Elements of Customized Employment Webinar
• The Essential Elements of Customized Employment PDF (WINTAC/Y-TAC)
• Customized Employment Components (Rural Institute)
• Supported & Customized Employment Referral Decision Guide (TACQE)
• Wisconsin Association for Persons Supporting Employment First (WI APSE)
• Wisconsin Board for People with Developmental Disabilities (BPDD)
• Job Center of Wisconsin
• Wisconsin Job Center Publications (Multiple titles for viewing or printing)
• Wisconsin labor market information: Visit WisConomy.com

Qualifications

Service Providers delivering Customized Employment services must ensure that personnel assigned to provide these services will meet DVR's Service Provider Qualification Requirements (SPQR) by July 1, 2027. Newly hired personnel after July 1, 2027, will have nine (9) months from hire date to meet the established qualification requirements.

SPQR ensures provider staff have foundational training in disability, employment, and person-centered practices to support consistent, high-quality service delivery.

See Service Provider Qualification Requirements webpage for more information and additional resources.

These qualifications do not need to be met at the start of the 2026 Service Agreement term (July 1, 2026), but Service Providers should ensure personnel are prepared to meet the requirements by the implementation date (July 1, 2027).

Service Providers interested in adding Customized Employment to their Service Agreement should contact their local WDA Director or refer to the list of approved Customized Employment trainings available on the DVR Service Provider Training webpage.

Metrics

DVR has identified service-specific criteria for all statewide services. The list below contains objective information that DVR will collect to establish baseline quality data and, over time, set goals for continuous quality improvement in partnership with Service Providers. DVR recognizes that gathering accurate data, verifying information, and developing meaningful targets will take time and collaboration. These criteria are included in the technical specifications to help Service Providers understand the elements DVR considers important in delivering high-quality statewide services.

Statewide Service Specific Criteria