External End-of-Program 
Evaluation Report 
7/8/2014 
Prepared by: Phung Thi Yen
Submitted to: Viet Nam Assistance for the Handicapped (VNAH) and Hanoi Employment 
Introduction Center (HEIC) 
Interview with a person with hearing 
impairment 
Person with disability participated in the 
inclusive job fair in Tu Liem district 
Person with disability at HEIC Low vision group has succeeded in getting jobs 
 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
2 
This evaluation was commissioned by the Vietnam Assistance for the Handicapped (VNAH). The 
opinions contained in this report, however, are of the evaluators only and do not necessarily 
reflect the views of United States Agency for International Development (USAID) or VNAH. 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
3 
Acknowledgement 
This report has resulted from joint efforts and contributions by a number of participants. We 
sincerely thank United States Agency for International Development (USAID) and Vietnam 
Assistance for the Handicapped (VNAH), Hanoi Employment Introduction Center (HEIC), and 
Vocational Rehabilitation Demonstration Unit (VR Unit) for persons with disabilities at HEIC. We 
would like to thank Vocational Rehabilitation Unit for their support and favorable conditions 
created to the Evaluation Team. We would also like to thank the project staff and student 
volunteers participating in the collection of information. Their support and cooperation have 
significantly contributed to the outcome of this final evaluation report. 
The Evaluation Team would like to express our deep gratitude to the project Deputy Chief of 
Party (DCOP) - Mr. Bob Horvath, VNAH’s program officers - Ms. Pham Thi Lien and Mr. Nguyen 
Quoc Dung, and HEIC’s project officers for their valuable time providing information and 
comments to finalize this report, and of course all stakeholders and persons with disabilities who 
contributed to this report. 
We are looking forward to getting feedback from all interested readers! 
The Evaluation Team 
Team Leader: Phung Thi Yen 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
4 
LIST OF ACRONYMS 
DOLISA Department of Labor, Invalids and Social Affairs 
NGOs Non-Governmental Organizations 
MOLISA Ministry of Labors, Invalids and Social Affairs 
M&E Monitoring and Evaluation 
HEIC Hanoi Employment Introduction Center 
VR Vocational Rehabilitation 
VNAH Viet Nam Assistance for the Handicapped 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
5 
Contents 
Acknowledgement ........................................................................................................................... 3 
EXECUTIVE SUMMARY ..................................................................................................................... 6 
PART I - EXECUTIVE INTRODUCTION .............................................................................................. 8 
1.1. Background...................................................................................................................... 8 
1.2. Evaluation Objectives ..................................................................................................... 8 
1.3. Approach and Evaluation methodology ......................................................................... 8 
Evaluation Approach ................................................................................................................... 8 
Information collection methodologies ....................................................................................... 8 
1.4. Sampling size and survey areas ...................................................................................... 9 
1.5. Limitations ..................................................................................................................... 10 
PART II - SUMMARY OF OUTCOMES ............................................................................................ 10 
PART III - PROGRAM EVALUATION ............................................................................................... 12 
3.1. Relevance ........................................................................................................................... 12 
3.2. Efficiency, effectiveness and unexpected impacts ........................................................... 14 
Efficiency ............................................................................................................................... 14 
Effectiveness ......................................................................................................................... 15 
Unexpected impacts ............................................................................................................. 18 
3.3. Participation of stakeholders and their satisfaction ........................................................ 19 
Participation .......................................................................................................................... 19 
Satisfaction ............................................................................................................................ 20 
3.4. Strengths and points for improvement ............................................................................. 21 
Strengths ............................................................................................................................... 21 
Some points for improvement ............................................................................................. 23 
PART IV - LESSONS LEARNED AND RECOMMENDATIONS ........................................................... 24 
4.1. Lessons learned .................................................................................................................. 24 
4.2. Recommendations for similar initiatives in the future .................................................... 25 
PART V – CONCLUSION ................................................................................................................. 26 
REFERENCES .................................................................................................................................. 28 
Annex 1 - FRAMEWORK FOR EVALUATION .................................................................................. 29 
Annex 2 – QUANTITATIVE SURVEY QUESTIONNAIRE .................................................................. 32 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
6 
EXECUTIVE SUMMARY 
The External End-of-Program Evaluation on the Vocational Rehabilitation Program for Persons 
with Disabilities (VR) took place from June to July, 2014 in Hanoi, Vietnam. There were a total of 
134 key informants and targeted beneficiaries who actively participated in this evaluation, in 
which women counted for 51% (68/134). 
The main objectives of the external evaluation were to assess the extent to which the project 
achieved its stated objectives. The evaluation' scopes included the relevance, effectiveness, 
efficiency, unexpected impacts, participation and levels of satisfaction as well as lessons 
learned of the achieved results regarding knowledge, planning and management.
Relevance: The demonstration model was fully consistent with the local context, strategies 
and policies. The VR model was relevant to the needs of employees with disabilities and their 
families. According to statistics by Hanoi Disabled People Association (Hanoi DP), about 75% of 
working-age persons with disabilities have needs of employment but are unemployed. The 
vocational rehabilitation demonstration model was established to help solve the employment 
issues for persons with disabilities and demonstrate the effectiveness of using a vocational 
rehabilitation system/process. The program design conformed to the implementing partner’s 
capacity. 
Efficiency, effectiveness and unexpected impacts: The program’s achievements during the last 
two and a half years were reliable evidence about the social and economic values of this model. 
The evaluation results showed that, if we pay approximately 1,500,000 VND ($72) to help 
finding jobs for a person with disabilities, he/she would generate an average annual income of 
28 times over the cost of VR’s services1
 payment to seek jobs, and about 1.8 times over the 
social allowance and family costs to support the person. This figure does not include other 
greater values that workers with disabilities can contribute to society such as personal tax, or 
social insurance. 
The final evaluation had sufficient evidence to confirm that the vocational rehabilitation 
demonstration model was highly efficient as it managed to mobilize large resources from its 
service providers’ network. 102 persons with disabilities were referred to and received free 
vocational trainings; and at least 140 persons with disabilities were involved in soft-skills and 
peer counseling skills training workshops. The model has also developed a network of 
stakeholders including employers, NGOs, vocational training and counseling centers, physical 
rehabilitation centers, and peer counseling groups involved in the provision of vocational 
rehabilitation services. The improvement of stakeholders’ capacity, changes in the awareness 
about persons with disabilities by employers, communities and persons with disabilities 
themselves were also good indicators reflecting the demonstration model’s effectiveness. 
Two unexpected positive impacts that the program achieved included: (1) the vocational 
rehabilitation model has helped improve the status and enhance the social responsibilities of 
the HEIC; and (2) the vocational rehabilitation model has created positive effects in the 
 
1
 Source: VR unit of HEIC; VR cost/case = total program budget (include management cost)/total service 
users. VR cost = USD 31.000/432 persons with disability registered to the VR program = 71,75$ each. 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
7 
disability community. Nearly 100% (94/95) of persons with disabilities responding to the 
quantitative survey confirmed that they would recommend their peers to come to the program. 
Participation and levels of satisfaction: The program managed to mobilize the stakeholders’ 
participation. VNAH created a structure where the implementing partner was empowered 
during the program implementation, which enabled the HEIC’s proactiveness and creativity, 
making the model in conformity with reality during operation. More than two thirds of 
employers and persons with disabilities were very satisfied with the vocational rehabilitation 
services. Both employers and persons with disabilities had good impressions about the attitudes 
of the VR Unit staff. The counselors’ energetic attitudes and what they did to help persons with 
disabilities getting jobs were highly appreciated by their families. 
Strengths and weaknesses: The model had three outstanding strengths. The first strength was 
the economic value; the second was the humanitarian value; and the third, related to its 
sustainability, was the possibility to be easily replicated in other provinces as the result of the 
program documentation efforts. Thanks to these strengths, the Hanoi government has 
allocated funding for the HEIC to implement employment supports for persons with disabilities. 
Thus, the vocational rehabilitation model would be continued in Hanoi even when the project is 
ended. There were still some points for improvement, including communication to the right 
target groups, updating of database, and more effective approaches to improve the accessibility 
to vocational rehabilitation services to persons with hearing and visual impairments. 
The main learned lessons included mobilization of resources, strengthening empowerment to 
the implementing partners, and involving the participation of all stakeholders, including the 
direct beneficiaries. Great attention was paid to the development of the service providers’ 
network and work samples during the implementation of the VR model. The assignment of 
sufficient staff also helped improve the efficiency of the demonstration program. The 
appropriate documentation and filing of database were also helpful for the model evaluation 
and sharing of information. 
It is recommended to provide follow up supports to the established VR service for persons with 
disabilities. If the VR model is replicated and developed in other provinces and cities, the 
following activities should be focused on: 
- Conduct a survey on the labor market before the execution of the model; 
- Pay attention to and allocate budget for communication activities based on the assessment 
of communication needs of the target groups; 
- Focus on the development of the service providers network (employers, social 
organizations/associations, and peer networks); 
- Further strengthen the capacity for implementing partners and service users; 
- Develop a software for database management and regularly update that database; 
- Provide appropriate equipment for consulting unit (such as supportive devices) to ensure 
that different disability groups can access vocational rehabilitation services effectively. 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
8 
PART I - EXECUTIVE INTRODUCTION 
1.1. Background 
The Project’s Vocational Rehabilitation Program is aimed at providing vocational rehabilitation 
services for persons with disabilities, which is being implemented at the Hanoi Employment 
Introduction Centre (HEIC) under a cooperative agreement between VNAH and HEIC. The 
vocational rehabilitation services are based on an assessment of the unique needs of the person 
with a disability, and are provided by specialized service providers who can respond to those 
unique needs in assisting a person to maintain or retain employment and to achieve his or her 
highest level of functioning and independence. 
The vocational rehabilitation services are provided by the HEIC vocational rehabilitation staff or 
counselors. The steps to successful employment begins with an application for services from 
the person with a disability, leading to an initial intake interview to explore the person’s 
interests and background, which can be considered for the next steps in the vocational 
rehabilitation process including assessment, eligibility determination and planning. All these 
steps are conducted with specific forms, allowing the individuals’ data and information to be 
collected. 
1.2. Evaluation Objectives 
The final evaluation of the vocational rehabilitation demonstration model included the four 
following specific objectives: 
1. Assess the relevance and appropriateness of the program design and approach; 
2. Assess the efficiencies, effectiveness and any other unintended effects of the program; 
3. Assess the beneficiaries' and partners' participation, ownership and satisfaction of the 
program; 
4. Identify areas of strengths and weaknesses of the program and provide 
recommendations for succeeding phases or similar interventions. 
1.3. Approach and Evaluation methodology
Evaluation Approach 
This evaluation was conducted in a participatory manner. Representatives of the direct 
implementing partner were involved, supporting the preparation of the information collection, 
arrangement for interviews with stakeholders and direct beneficiaries, and providing 
recommendations and comments for the completion of the evaluation report. 
The sensitive issues, such as gender and participation, were taken into consideration in the 
evaluation process, including the evaluation design, sample selection, field visits for discussions, 
conclusion and recommendations. 
Information collection methodologies 
The methods of information collection and analysis applied by the consultant are illustrated as 
follows: 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
9 
Literature review: The consultant undertook literature review of the program’s available 
documents including the Project Proposal, -annual reports, program work plans, IEC materials, 
handbooks and other evaluation reports conducted during the program evaluation. Especially, 
the consultant worked closely with the HEIC to analyze the model’s database recorded from the 
beginning of program to the time of evaluation. 
Quantitative evaluation: A structured questionnaire was used to interview about 60% of direct 
beneficiaries, equally N=95. They were workers with disabilities receiving employment 
introductions. 
Qualitative methods: In-depth interviews, focus group discussions, and case studies were 
applied with two target groups including service providers (the direct implementing partner and 
stakeholders) and service users (employers employing persons with disabilities and employees 
with disabilities). 26 in-depth interviews, two focus group discussion and four case studies were 
conducted with the two target groups. 
Evaluation feedback meeting: After the field data collection, a meeting was organized with the 
participation of VNAH and HEIC, where main findings were reported by the consultant. 
Comments and suggestions were contributed by the participants. 
1.4. Sampling size and survey areas 
Sampling size and characteristics of evaluation samples 
Both target groups, service providers and service users, were interviewed for the evaluation. 
Total number of sample size was 134 (N=134), 51% of whom were female. Among the sample 
size, 75% were persons with mobility disabilities, 16.8% were those with hearing impairment, 
and 6.3 % were those with visual impairments and others. 
Table 1 - Sampling size of the final evaluation 
Interview methods 
Number of 
participants Total 
Male Female 
In-depth interviews 14 12 26
Focus group discussions 3 6 9
Case studies 2 2 4
Questionnaire 47 48 95
Total 66 68 134
Percentage 49 51 100%
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
10 
1.5. Limitations 
One of the problems encountered during the evaluation was the rate of refusal (15%) to 
participate in research, or inability to contact respondents. After participating in the program 
and getting jobs thanks to employment introductions by the VR Unit, some employees with 
disabilities changed their contact details (emails, phone numbers and addresses) or changed 
jobs. Especially, the Evaluation Team had to contact families or direct supervisors of 
respondents with hearing impairment when they changed their addresses, resulting in the 
extension of the data collection time, and affecting the evaluation progress. That is why the 
number of focus group discussions was lower than planned. To meet the evaluation targets, the 
research team leader applied flexible ways to access the respondents by making individual in￾depth interviews instead of focus group discussions, or distant interviews (via phone calls, 
emails or Skype) with respondents living too far away (abroad, or out of Hanoi city). At least 10 
respondents joined distant interviews. 
The quantitative survey was conducted by social work student volunteers who were trained on 
interviewing methods by using the questionnaire. However, as the student volunteer team was 
inexperienced in checking survey questionnaires, the sample size did not match the estimated 
samples (expected sample size was N=100, but actual sample achieved was N=93). To meet the 
sample size, the research team leader had to conduct further interviews directly with two 
respondents to increase the sample size up to 95. Therefore, the achieved quantitative samples 
(N = 95) covered 60% (95/159) of persons with disabilities obtaining jobs for more 3 months. 
PART II - SUMMARY OF OUTCOMES 
Most of the planned activities stated in the cooperation agreement between the HEIC and 
VNAH have been done with high appreciation by the stakeholders and service users. The Table 
2 below summarizes the outcomes and brief information on the status of activities. 
Table 2 - Summary of program activities and outcomes 
Planned activities Outcomes Status
1.Develop plans for the
establishment and 
implementation of the 
VR model at HEIC 
- Completed - Timely implemented 
2.Develop and complete 
necessary procedures 
for HEIC to implement 
and integrate program 
activities into their 
services 
- The vocational rehabilitation 
process was documented into the 
handbook on the procedures of 
vocational rehabilitation services 
for persons with disabilities; 
- HEIC was committed to integrate 
employment introductions for 
persons with disabilities into their 
existing services; 
- Forms of vocational rehabilitation 
were completed (5 forms) 
- The handbook on the 
procedures of vocational 
rehabilitation services 
for persons with 
disabilities was highly 
valued by the 
stakeholders; 
- In reality, these forms 
should be flexibly used; 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
11 
Planned activities Outcomes Status
3.Provide trainings for 
HEIC and VTCs staff, 
teachers, parents and 
other stakeholders 
- The counselors and stakeholders 
involved in the implementation of 
the VR model were trained on 
some basic skills (project 
management, how to work with 
persons with disabilities, etc.) 
- No trainings for families 
with disabilities were 
organized (because of 
limited budget) 
4.Develop the referral 
network and 
cooperation skills 
trainings 
- The SP network was established 
and developed (including 5 
physical rehabilitation centers, 10 
vocational training centers, four 
soft skills training centers, and 18 
employers who were willing to 
employ workers with disabilities) 
- The linkage between the 
VR model and physical 
rehabilitation centers 
was still weak and the 
connections with 
persons getting 
disabilities by work 
accidents has not been 
set up. 
5.Provide vocational 
rehabilitation services 
to persons with 
disabilities (vocational 
counseling, 
development of 
vocational work plan, 
vocational training, 
on-the-job coaching, 
seeking jobs, and 
follow-up supports 
when employed) 
- 432 persons with disabilities 
registered to the VR program 
(about 50% was female); 
- 346 persons with disabilities 
received employment 
introductions 
- 159 got jobs and retained those 
jobs for over 3 months 
- 3 persons with disabilities received 
on-the-job trainings 
- 102 received referrals to free 
vocational trainings 
- The number of 
beneficiaries getting 
successful employment 
was over the target of 
150 
- >70% of persons with 
disabilities were very 
satisfied with the VR 
model’s services 
6.Cooperate with BREC 
to organize job fairs 
and forums in Hanoi 
- At least 5 inclusive job fairs at HEIC 
location and a community-based 
one were organized 
- >50% of respondents 
with disabilities 
preferred inclusive job 
fairs than those 
exclusively for persons 
with disabilities only as 
they liked being 
inclusive 
7.Establish a work 
assessment center 
- a work practice room (or 
assessment center) was 
established 
- 3 work samples were installed 
and visual pictures of certain jobs 
performed by persons with or 
without disabilities were produced 
- The utilization of the 
work assessment center 
by persons with 
disabilities was low; 
- The work samples 
provided by the project 
were not regularly 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
12 
Planned activities Outcomes Status
for counseling purposes. utilized. Pictures and 
videos of common jobs 
have been developed 
by the HEIC for more 
practical utilization. 
8.Monitoring and 
Evaluation 
- Regularly conducted
Source: Summary from the project’s annual report and final evaluation results 
Both service providers and service users highly appreciate the social significance of Activity 2 
and Activity 5. The documentation of the VR model under Activity 2 was of great significance for 
its replication possibility in other provinces and cities in the future. Under Activity 5, up to 159 
persons with disabilities obtained jobs. Over 70% of users were satisfied with the VR services. 
Persons with mobility disabilities were the majority of direct beneficiaries from the program. 
Based on random surveys on 95 persons with disabilities receiving employment introductions, 
persons with mobility disabilities accounted for 75%; 16.8% were those with hearing 
impairment; 6.3% were with visual impairment; and 2% were others (Source: Quantitative 
survey - final evaluation). 
Some activities were planned but have not been conducted due to the program’s limited 
budget, including: 
- Trainings to raise awareness of parents/families of persons with disabilities(under Activity 
3); 
- Connections to persons with disabilities, which were caused by job accidents, at physical 
rehabilitation centers. 
PART III - PROGRAM EVALUATION 
3.1. Relevance 
The VR model implemented in Hanoi was fully relevant to the local context, strategies and 
policies. Vietnam Government has had clear policies on disabilities. Specifically, the 1992 
Constitution (amended in 2001) and the National Law on Disability enacted in 2010 ensured 
that all civil rights including state support are provided to persons with disabilities. Vietnam has 
also been strongly involved in international and regional commitments on the rights of persons 
with disabilities. Regarding laws on labor and employment for employees with disabilities, the 
Labor Code (Section 4, Chapter XI) has provisions on employment policies for specific persons 
including laborers with disabilities. 
It can be said that policies and legal documents on employment for persons with disabilities 
have been systematically issued by the governmental authorities. However, in reality, there has 
been a lack of specific models of effective employment resolution for workers with disabilities. 
The VR model implemented in Hanoi by the HEIC since 2012 has provided a specific model 
showing that employment issues for this specific target group have been on the right track. 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
13 
The VR model was relevant to the needs of employment by persons with disabilities and their 
families. The demonstration model was established when persons with disabilities had many 
needs of employment. According to Hanoi Disabled People Association (Hanoi DP), among 5.3 
million persons with disabilities in the country, 60% were at working age, only about 25% of 
which were involved in income generation activities, or having paid jobs. This also means that 
75% of working-aged persons with disabilities had employment needs but were unemployed 
(source: http://dphanoi.org.vn/index). Thus, the VR model is helping to resolve the difficult 
employment issues for persons with disabilities and the local government. 
It was also found that the program scale was compatible with the capacity of the 
implementing partner (i.e. the HEIC). It was reported by the HEIC representative that they had 
never implemented a similar program before. There had been few persons with disabilities 
coming to the center to find jobs. There had been no differences in services provided to persons 
with or without disabilities. However, since the demonstration of the VR model, the program 
activities have been more professional thanks to the technical support by VNAH. HEIC’s 
Counselors were trained on knowledge and skills working with persons with disabilities. 
”HEIC used to provide job introductions to persons with disabilities when requested but the way 
we did was unprofessional. We have been more professional since involving in the 
demonstration of the VR model.” Source: Mr. Nguyen Toan Phong, HEIC’s Director 
However, the VR Unit’s counselors thought that the vocational rehabilitation forms (forms MS 
01, MS 02, MS 03, MS 04, and MS 05 in the VR handbook) should be flexibly used or continue to 
be improved for better appropriateness with reality. 
Table 3 - Comments on VR forms 
VR Forms Comments 
MS 01 & MS 02 Was generally good; special pictures of persons with disabilities 
should be provided. 
MS 03 – Assessment of 
the persons with 
disabilities 
Was not regularly used. Information about physical functions 
and abilities was of low reliability. The persons with disabilities 
themselves sometimes did not know how much they could 
push/pull. 
MS 04 – Individual Work 
Plan 
This form was regularly used. However, the part on physical 
rehabilitation was not utilized as no physical rehabilitation￾related activities were provided by the VR Unit. 
Part III – Work practice: Rarely or hardly used for persons with 
disabilities receiving referrals to vocational trainings. 
Service Cost to persons with disabilities part was not used: Real 
expenditure of VR per each case can estimate when closing 
program2
. 
 
2
 VR cost for each case = total program budget (include management cost)/total service users 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
14 
About 25.3% (24/95) of respondents with disabilities said that it was difficult for them to 
complete the program forms. 75% of them complained that “the forms were long and difficult 
to understand”; the other felt difficult as they were illiterate. 
The VR Unit’s counselor recommended that the model’s instruments should be flexibly and 
creatively utilized. Specifically, some vocational assessment instruments such as the Legos and 
Perdue Pegboard were not applied to all persons with disabilities coming to find jobs. The 
sensitivity of the counselor when interviewing the job seekers was very important. During the 
counseling process between job seekers and counselors, the counselors could provide 
appropriate advice for job seekers thanks to their feelings and assessment of the job seekers’ 
voice, gestures, or dress/appearance, etc. 
The HEIC’s Counseling Department staff created pictures and videos of jobs to show persons 
with disabilities when providing employment counseling. 
3.2. Efficiency, effectiveness and unexpected impacts 
Efficiency 
When comparing the inputs and outputs, the evaluation team believes that the project has 
achieved the highest efficiency. The budget of the project was also accurately and effectively 
utilized thanks to regular monitoring on each activity by both parties (HEIC and VNAH). 
According to the Decree 28/2012/ND-CP and Hanoi People’s Committee’s policies, social 
allowance provided to a person with disabilities in Hanoi was 350.000 VND per month3
. Apart 
from social allowance, each laborer with disabilities received an average support of 1,628,000 
VND (81$) by their families4
. Total average cost for an employee with disabilities was 1,978,000 
VND per month or 23,736,000 VND per year. It should be noted that this was the minimum cost 
for basic living needs and excluded healthcare costs for them. 
The evaluation result showed that, over 70% of persons with disability had stable jobs for 
over three months with an average income of 3,500,000 VND/person/month. If a person with 
disabilities has a stable job for a year, his/her average income would be 42,000,000 
VND/person/year (see chart 1). 
Currently, the average cost of VR services (including management cost, staff allowance, 
equipment, etc.) for a worker with disability till obtaining jobs was 1,500,000 VND/case (about 
$72US/case)5
. It means that, if we are willing to pay 1,500,000 VND (or $72) to find jobs for a 
person with disabilities with the monthly average salary of 3,500,000 VND, he/she would 
generate an average annual income of 28 times over the cost that VR services pay to seek the 
job (1,500,000 VND compared with 42,000,000vnd), and nearly 1.8 times of social allowance 
plus family costs to support the person (23,736,000 VND compared with 42,000,000 VND). 
This figure does not include other greater values that laborers with disabilities can contribute 
 
3
 The Decree 28/2012/ND-CP on the implemantation of some articles of the Law on disabilities. Source: 
http://www.moj.gov.vn/vbpq/Lists 
4
Source: Program database, average statistic of 461 job seekers, support from family for a person is 
1,628,000 VND /month (81 US$) 
5
 VR cost/case = total program budget (include management cost)/total service users; VR cost = USD 
31,000/432 persons with disabilities registered to the VR program = 71,75 $/case; Source: VR unit of 
HEIC. 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
15 
to society such as personal tax, or social insurance. Importantly, when persons with 
disabilities have jobs, the burden on families, communities and society will be largely 
reduced. 
Obviously, the VR model is a reliable evidence of economic efficiency when the investment of 
one dong (or dollar) on employment resolution for a specific target group will bring back much 
bigger profits. Unfortunately, within the scope of the final evaluation, it was difficult for the 
evaluation team to find statistics on social insurances and taxes contributed by persons with 
disabilities. Therefore, the evaluation team could not give an exact figure of the actual costs and 
contributions to the society by persons with disabilities. However, the following parts will 
provide valuable qualitative evidences on the social significance of the VR model for persons 
with disabilities. 
Although there were many programs supporting persons with disabilities in Hanoi, there was 
no duplication of assistance for beneficiaries in this program. All job seekers would be 
participated in vocational trainings or soft skills trainings by organizations under the VR network 
such as NGOs, or private and/or public organizations if they needed. Training costs were not 
part of program budget thanks to effective connections between HEIC and network service 
providers. 
Effectiveness 
The VR models achieve high efficiency for being able to mobilize huge resources from 
stakeholders and from members of the VR network. The evaluation team did not have specific 
data that was mobilized from stakeholders. Their contribution sometimes was not money but 
human resources or practice opportunities for persons with disabilities. As reported in the 1st
quarterly report (2014) by the VR Unit, by the end of the first quarter of 2014, 102 persons with 
disabilities had received free vocational trainings. Expenses for these courses were mobilized 
from the local government funding and directly paid by HEIC, employers or NGOs. Details are as 
follows: 
- 2 cooking classes (30 participants each) conducted by HEIC trainers 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
16 
- 1 office computing class (30 participants) by Gia Lam district’s Vocational Orientation and 
Training Center 
- 2 persons learned to do the laundry at Sofitel Plaza Hotel 
- 2 persons learned to do art nails at Kim Nhung Aesthetic Center 
- 6 persons got training on internet job seeking skills by Viet Net – ICT & Microsoft 
- 2 persons attended the bartenders class by REACH 
The development of the network of stakeholders involved in the provision of vocational 
rehabilitation services helped enhance the VR model’s effectiveness. VNAH and HEIC have 
formed a network of service providers (vocational training institutions, soft skills training 
centers, etc.) to support persons with disabilities. The network involved the participation of 
stakeholders (local government, employers, NGOs, and DPOs). Notably, in less than 3 years, a 
network of employers willing to employ persons with disabilities was established. More 
importantly, the service providers’ network would be maintained even when the program ends. 
The peer counselors group can be considered as an important link in the network of 
employment service providers for persons with disabilities. At least 140 persons were involved 
in peer counseling and soft skills trainings. The peer counselors would share their employment 
seeking knowledge and experiences, job retention and communication skills to unemployed 
persons with disabilities. Communication between peers would result in positive effects which 
sometimes are not easily measured by numbers or figures. 
The smooth coordination of stakeholders during the program implementation also helped 
improve the model’s effectiveness. It was confirmed by VNAH and the VR Unit Team that the 
project was on progress. Information was always timely exchanged and communicated among 
the stakeholders. A VNAH’s project officer was based at HEIC location, which was necessary to 
make regular and direct communications between VNAH and the implementing partner. The 
program’s achievements were regularly updated and reported to DOLISA /MOLISA, Hanoi DPO 
by the HEIC’s Employment Counseling Department. 
The VR model helped improve the implementing partner’s capacity. The capacity 
improvement of program stakeholders was a good indicator reflecting the program’s 
effectiveness. It was confirmed by the HEIC representative that, previously (before 2012), 
employment introductions to persons with disabilities had been provided at HEIC but it was 
unprofessional and the proportion of persons with disabilities coming to the HEIC to find jobs 
was small. Especially, seeking employment for persons with disabilities was not considered as 
an important task. Since the demonstration of the VR model, it has been well aware by the HEIC 
that it was an important task with positive social significance. The HEIC staff involved in the 
model received trainings on knowledge and skills on how to work with persons with disabilities. 
After two and a half years of demonstration, the process of working with persons with 
disabilities has been thoroughly understood by the HEIC and they can be confident to develop 
and maintain the model in the future even if no financial support from the program is provided. 
Regarding capacity building, the VR model has helped improve the awareness about persons 
with disabilities for both community and employers receiving persons with disabilities.
Though the program has not communicated with families of persons with disabilities during the 
experimental phase, families’ perceptions of those benefiting from the program have been 
changed. 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
17 
“…In a working environment with both persons with and without disabilities, those without 
disabilities feel happier themselves...” - Source: N. V. H. – Community Ltd. Company 
“T. was a good boy. He just stayed at home after school. We did not want him to travel a lot 
because we were afraid that he might fall with such weak legs. However, he has been very 
sturdy since he got a job. It seems that having a job opened his awareness and social 
interaction. For this reason, he has been able to live independently…” (Source: N.X.D., father of 
N.N.T.) 
However, the VR model still had some shortcomings affecting overall effectiveness of the 
program. The staffing structure was not equivalent with the workload and changes of staff 
during the implementation affected the model’s implementation quality. Some of those 
involved in the program from the beginning and receiving trainings on basic knowledge and 
skills to implement the program were transferred after a year. Unfortunately, additional 
trainings were not provided, making the new in-charge persons encounter many challenges. 
As the staffing structure was not equivalent with the workload, the program’s components 
were not properly focused. For example, when the counselors focused on the development of 
the employer network, the peer counselor network was not. Due to the lack of staff, coaching 
to the beneficiaries after getting jobs (during the first 3 months) was not done well; this directly 
affected job retention rate. According to the database provided by the HEIC’s Employment 
Counseling Department, 9% of employees with disabilities lost jobs after 3 months. The 
percentage of those retaining a job for 3 months and above was 76.7% (see chart 2). 
It is believed that the program would be entirely capable of enhancing the job retention rate for 
the workers with disabilities if the support to them in the first three months was improved. 
“…It is easy for workers with disabilities to quit a job in the first 3 months, especially those who 
never worked before. To increase the job retention rate, from our experience, it is important to 
provide support (coaching) in the first 3 months. Generally, persons with disabilities are often of 
inferiority complex and sensitivity. If the working environment is difficult with any 
discriminations or conflicts with their co-workers, or is distant from home, they easily become 
discouraged and quit. Thus, they need to be prepared before and during the beginning months 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
18 
after employment. Those with no work experience should be given opportunities to work as 
interns in companies/offices to learn the minimum skills at work environments. Then come to 
plans to support after getting jobs..." Source: N.L.A., female, Action Center for the Development 
of Community (ACDC). 
The work assessment center was a component of the model - which we believe that both HEIC 
and VNAH spent a lot of effort with high expectations for its performance. However, during the 
past time, the work assessment center was not fully utilized. 
The underlying cause was because the work samples equipped for the work assessment center 
were simple and inappropriate, resulting in low frequency of utilization. The work samples 
included an industrial sewing machine, an internet-connected computer, helmet assembling 
samples, and some vocational assessment instruments (a Lego set, the Perdue Pegboard, 
vocational assessment and the pre-screening set). The actual work samples such as sewing 
machines and helmets will help job seekers with practical experience. However, not all job 
seekers but only applicants to the garment industry, or helmet companies should practice with 
a sewing machine or a helmet. 
Thankfully, the HEIC’s Employment Counseling Department actively and creatively sought new 
work samples. For example, pictures and videos of working places and jobs would replace the 
machines. The counselors used pictures of certain jobs performed by persons with or without 
disabilities to show job seekers during counseling. The outstanding advantage of the visual 
samples was that it was easy for both counselors and job seekers to imagine or visualize the job 
and work environment; the second advantage was its low cost as they could be used 
repeatedly. This initiative, which HEIC is planning to develop and apply in the future, is highly 
valued. 
Unexpected impacts 
It was found through the final evaluation that the program had two unexpected positive 
impacts. Firstly, the VR model has helped improve the HEIC’s status and social responsibilities. 
It was admitted by the HEIC representative that, since engaged in the provision of employment 
services to persons with disabilities, its reputation had been improved among the employers 
network, and under the observation by the local authorities (DOLISA) and the community. 
Based on the demonstration achievements, the HEIC was planning for the maintenance and 
development of the model in the future. Importantly, it has been considered as a part of their 
responsibilities. Thus, the HEIC would have the opportunity to assert its prestige and its role in 
the future, which was admitted as an added value that "we did not anticipate before getting 
involved in the demonstration of the model" (source: N.T.P., HEIC’s representative). Secondly, 
the VR model has created positive effects in the disability community. Workers benefiting from 
the program have also referred the services to their friends/peers, which were confirmed by 
nearly 100% (94/95) of respondents in the final evaluation. 
We think this was very important for persons with hearing impairment, who faced the most 
challenges to find jobs because of their communication difficulties. However, they were well￾known for their unity; when one got a job, the information would be actively shared with 
others. Thus, if the model is maintained in the future, it would be the opportunity for persons 
with hearing impairment to get jobs and overcome their challenges. 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
19 
Positively influenced by the VR model, after benefiting from the program, some persons with 
disabilities having good qualifications and opportunities aspired to make contributions back to 
the community. This is also a good indicator showing the positive impact of the VR model. The 
following story of N.T.D is an example. 
Wishes of a person with disabilities 
N.T.D, a person with mobility disabilities, participated in the vocational rehabilitation 
model in 2013. D. accidentally accessed to the model after unsuccessful efforts to find a job 
via the Internet. After applying to the program, D. was introduced to work as an 
accountant for Chula company, which is now a member of BREC, with a monthly salary of 
8,000,000 VND. 
D. was very happy with his job at Chula and its friendly working environment. After working 
there for 3 months, D. gained a leadership award scholarship in Japan. 
D. thinks that the VR model is of great significance for unfortunate persons like him. There 
are a lot of unemployed persons with disabilities, who live dependently on their families. D. 
expects that the model would be extended so that more opportunities would be created for 
students with disabilities. 
While studying in Japan, D. actively approached the Nippon Foundation of Japan to submit 
a project similar to the VR model demonstrated at the HEIC. D.’s ideas were highly 
evaluated by the donor. He hopes that, when returning home, he would be able to find 
reliable partners to implement his new project "vocational rehabilitation for student with 
disabilities". D said, “maybe I'll come back to the HEIC or the Vietnam Students’ Association 
to discuss on the cooperation plans.” 
3.3. Participation of stakeholders and their satisfaction 
Participation 
The program managed to mobilize the intensive participation of stakeholders. The 
stakeholders were consulted on the satisfaction of their participation in the program. They 
were informed (with information about the program), and got involved in discussions and 
collaboration to organize inclusive job fairs. The HEIC cooperated with Hanoi DP and its sub￾associations at district levels to invite its members to participate in inclusive job fairs or attend 
vocational training courses. 
VNAH created a mechanism where the implementing partner was empowered, making them 
(i.e. the HEIC) active and creative in implementing the VR model in conformance with reality. As 
discussed above, visual work samples (pictures and video clips) were evidence of the program’s 
implementing partner’s creativity. All monthly, quarterly and annual work plans and cost 
estimates were actively developed by the HEIC and approved by VNAH. 
The model has also enhanced the participation of its direct beneficiaries. The peer counselors’ 
network was a way to mobilize the participation of persons with disabilities when they 
already got jobs. Through consultation, persons with disabilities having jobs expressed their 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
20 
desires to get involved in the peer counseling network without any financial support from the 
program.
Satisfaction 
More than 70 percent of persons with disabilities and employers were very satisfied with 
general services provided by the VR model. The employers were satisfied with the quality of 
workers referred by the HEIC’s VR Unit, while the persons with disabilities were satisfied with 
the jobs introduced. 75% of the respondents said that the jobs introduced were suitable for 
their health conditions; 64% said the jobs were suitable for their commuting. Levels of 
satisfaction on the suitability of the jobs with their expertise and work experience were lower, 
40% and 32.6% respectively. Over 50% of the job seekers were satisfied with the jobs 
introduced by the VR Unit. 
In particular, both employers and persons with disabilities had good impressions with the 
attitude of VR Unit staff. Both employed and unemployed persons with disabilities talked 
favorably about the HEIC’s counselors. 
“…We are very pleased to work with Mr. 
D. As we mentioned our hotel’s 
recruitment criteria, they sent the right 
persons to us as expected. We did not 
have to spend a lot of time shortlisting the 
candidates.” Source: A. D., HR Manager –
Fortuna Hotel
“…They did not only introduce the 
candidates but also made phone calls to 
ask about the persons’ work performance. 
It proves that they are very concerned 
about us and the employees, and we don’t 
feel annoyed at all…” Source: T. T. N. Q. – 
Director - My Xinh Aesthetics
Enthusiastic attitudes of the counselors and what they did to help persons with disabilities 
get jobs were highly appreciated by their families. 
"... My son talked about her ( Ms. O. – the HEIC counselor) so much. He said that she was a good 
person. I was really surprised by her enthusiasm. She did not only help my family but also many 
other disabilities. If I know other person with disability who is looking for jobs, I will recommend 
them meeting her... " 
Source: N. X. D., Thai Binh province 
"... At first, I was wondering by myself the question why? Why could he/she do so well with 
persons with disabilities? My younger brother has hearing impairment, so it was difficult for him 
to find a good job. We felt very happy when people at HEIC introduced the job at a hotel. At first, 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
21 
we thought that we would have to pay a lot of money, but they said it was free. We do not know 
what to say but thanks….” 
Source: N. T.H. – N.V.H.’s sister, hearing impairment 
3.4. Strengths and points for improvement 
Strengths 
Firstly, the VR model has brought a certain economic value not only for families of persons 
with disabilities but also for the society. Being undeniable of the positive economic and social 
values of the VR model, Hanoi city government has decided to allocate budget for the HEIC to 
maintain and develop the VR model in the future. Specifically, in fiscal year 2014, Hanoi has 
funded at least three vocational training courses and four inclusive job fairs this year with a 
funding of about 120 million VND (including communication costs). In particular, if the persons 
with disabilities from suburban areas come to inclusive job fairs in groups of district DPOs, 
transportation support (by bus) would be supported by the HEIC. This has shown that the VR 
model was a reliable evidence base to help change the local government’s funding mechanism. 
It should also be noticed that the program implementing partners were very active in advocacy.
Secondly, the VR model was of humanitarian significance. The humanitarian significance of the 
VR model was also highly valued by the stakeholders. Service users reported that the model has 
contributed to the improvement of their life and their families. Eventually, the model has 
changed their lives. T.’s story below is typical of a person with disability getting rid of 
employment abuse thanks to the access to the vocational rehabilitation services. 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
22 
Getting rid of employment abuse 
T. was born in a poor family in Thanh Hoa province. Though having graduated from the 
University of Technology and Business in Hanoi for 2 years, he could not find a suitable job. 
Being unemployed for two years, he received a lot of complaints from his family, felt him as a 
burden. 
In 2013, T. applied for the vocational rehabilitation model but could not find a suitable job. 
While unemployed, he was asked to move to Thai Nguyen province to work with a monthly 
salary of 2 million. He worked as vendor from 7am to 11pm. Every morning, the employer (the 
ruler) took him and some other disabilities to a location, from which they had to walk to every 
corner throughout the city, even wandering to district markets. Each day, they had to wander 
for about 50 - 60 km. It was such a challenge for a person with mobility disabilities, but there 
was no way for him to escape. The employer controlled all the money, and apparently cut off 
all contacts with the employee's families and relatives. 
Each night, T. came back to the rented room with weary limbs and could not do anything but 
fell asleep in fatigue. Six persons were put into a 7-m2 room hired by the employer and 
changed every two months. All the rented rooms were simply places to sleep with no 
minimum living facilities. He found that he was abused and exploited, but did not dare to say 
for being afraid of being hit. He repeatedly witnessed the other persons with disabilities being 
beaten by the ruler. 
One time, lucky, he got in touch with the VR model’s counselors. After numerous attempts by 
the counselors, he came back to Hanoi. Supported by the VR services, he was admitted to 
work for a foreign company, where could learn English and computing. He was very satisfied 
with his current job. 
We met T. at Donkey Bakery Company. He said: "now, I cannot imagine that I am working 
with foreigners. Every time thinking the days working as a street vendor, I just cry. I cry out of 
fear, I cry because now I have a good job. When going to bed every night, I am very happy 
when thinking about tomorrow. I sleep better, gain weight and love this life ... " 
Over half of responding persons with disabilities thought that the VR model was the bridge 
between employers and laborers with disabilities or vice versa. The model helped them get jobs 
and thereby better integrate into the community. Only very few (<4.2%) said that the model did 
not help persons with disabilities (see table 4). 
Table 4 - Significance of the VR model towards persons with disabilities and employers 
Description Yes (%) No (%)
Help person with disability get a job easily (n=95) 86.2 13.8
Help employer access to laborers with disability (n=95) 56.8 43.2
Help person with disability integrate into society (n=95) 53.7 46.3
Did not helped (n=95) 4.2 95.8
Other (n=95) 6.3 93.7
Source: Result of final evaluation 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
23 
Thirdly, the VR model for persons with disabilities could be easily replicated in other 
provinces/cities thanks to the program documentation efforts. During two and a half years of 
demonstration, the “handbook on the procedures of vocational rehabilitation and employment 
services for persons with disabilities” was completed by HEIC and VNAH. This was a striking 
result of the demonstration model with a standard procedure, which could be recommended to 
other provincial employment service centers. The Evaluation Team believes that this is a good 
indicator showing the sustainability of the model. 
Some points for improvement 
Communication activities should be improved. Four out of six employers involved in the final 
assessment were embarrassed when asked about the name of the model or the program 
implemented at the HEIC. Two employers said that they were trying to search on the Internet 
via Google for several times when having needs of workers with disabilities but no names or 
information on the VR services appeared. Two local employers (Huong Hoa Ha Co. and 
Community Co., Ltd.) participating in the inclusive job fair in April 2014 had no ideas of the 
model of vocational rehabilitation services. 
“We come here to look for employment candidates as we were invited and have needs of 
employing workers with disabilities.” Source: N.V.H. - Community Co., Ltd. 
“We had no ideas or information about the program. We just know Mr. Dung who referred 
workers with disabilities to us”. Source: A. D., Fortuna Hotel 
Similarly, only 18% of persons with disabilities got to know about the model via the Internet, 6% 
via the radio and television, nearly half (46%) via relatives, friends or peers, and one third (30%) 
via local DPOs. 
During the past time, the VR model has been promoted through many different channels 
including internet and television. However, the frequency of communication through these two 
channels mentioned is lower. As revealed from the evaluation, the internet is an important 
channel of information for qualified persons with mobility disabilities or those having received 
vocational trainings. 
If the VR model continues to be developed in the future, two following notes should be paid 
attention to when designing communication activities: Firstly, appropriate communication 
channels should be selected for the right target groups (employers and persons with 
disabilities); secondly, after selection of the right targets, a quick survey should be conducted to 
investigate the communication channel of their favorite or frequent access. Based on the 
results of the quick needs assessment, appropriate communication strategies should be 
designed to increase access to the program and its communication efficiency. 
Monitoring and evaluation (M & E): The program reporting mechanism was regularly well 
maintained and also shared with stakeholders. However, the program encountered difficulties 
in updating the database of beneficiaries. At the time of the evaluation, the database was not 
fully updated with all information in the VR forms (assessment of the employers’ satisfaction, 
and statistics on the laborers’ income before applying for the service, etc.). The lack of data 
made it difficult to analyze the program effectiveness. We understand that it was challenging to 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
24 
keep in touch with workers with disabilities as they often changed their phone numbers and 
addresses, or rarely checked emails; especially, persons with hearing impairment who required 
communication through their relatives. 
However, the counselors should consider this as an important work during the provision of 
services and get agreement with them on a communication channel right from the beginning. 
Similarly, sufficient feedbacks from employers after employing a person with disabilities should 
also be collected. Feedbacks from both employers and employees should be monitored from 
the beginning, mid-term and end of the program. In addition, to make the database more user￾friendly and time-saving, appropriate software should be developed for the model. Because, as 
said, the database is not only an important instrument for program monitoring and evaluation 
but also makes the vocational rehabilitation services more professional. 
There was a lack of supportive devices to communicate with persons with hearing 
impairment. We believe that the counselor has utilized 100% of their energy, enthusiasm and 
sincere attitudes to work with workers with disabilities. However, it was still challenging for 
them to communicate with persons with hearing disabilities. Persons with hearing impairment 
had difficulty to access the model services. To date, only 16.8% persons with hearing 
impairment successfully accessed the program services. 
According to the final evaluation survey on persons with disabilities’ job retention rate, many 
employers, especially employers working in garment and fashion industry, had the needs of 
hiring employees with hearing impairment6
. This fact suggests that VNAH or its implementing 
partners should use supportive communication devices to communicate with persons with 
hearing impairment and improve their access to the program. At the same time, it should be 
ensured that different disability groups have equal opportunities to access to the VR services. 
PART IV - LESSONS LEARNED AND RECOMMENDATIONS 
4.1. Lessons learned 
Resources mobilization: The Evaluation Team believes that the model would achieve high 
performance and efficiency if resources from stakeholders (employers, community, professional 
associations and NGOs) are well mobilized in the implementation process. Currently, there are 
many programs and organizations working in disability. In fact, the VR services for persons with 
disabilities in Hanoi did this well. Good resources mobilization will not only empower the 
project but also help avoid duplication of support for persons with disabilities. 
Empowering the implementing partner and enhancing the participation of beneficiaries and 
stakeholders ensured the program to be actively and creatively implemented. When the 
implementing partner was empowered, their initiative and creativity would be upheld in the 
implementation of activities. HEIC is a typical case study for other provincial employment 
service centers in advocating for changes in funding mechanisms by the local government in 
employment resolution for persons with disabilities. Creativity in the development of work 
samples in conformity with reality or the development of the service providers network are 
significant lessons that HEIC has done during the past time. 
 
6
 The job retention survey in Hanoi, Dong Nai and Da Nang was conducted by VNAH at the same time 
with this final program evaluation. 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
25 
Appropriate staffing: Staff involved in the program implementation was an important part 
determining the success of the program. Additional trainings in various ways should have been 
provided to those directly involved in the program implementation in case of a personnel 
change, which would avoid the situation that the program's effectiveness is affected by a 
person. In particular, the staffing structure was relevant with the workload. 
Documentation: Documentation of success stories, case studies and program guidance was 
necessary because it would be utilized by other programs or provide the basic information for 
the design of new programs and projects. It was recommended by the MOLISA that lessons 
learned from the two demonstration models of vocational rehabilitation implemented should 
be documented and shared with the program implementing partners. 
Regarding the program activities, it should be noted to develop the network and work samples 
and flexibly apply them when implementing the VR services in other provinces/cities. The VR 
services would not be successful if a service providers’ network is not developed. Network 
development is also a way to mobilize resources and increase access to service users. In 
addition, work samples should be regularly updated to be in conformity with the requirements 
of professions in demand. 
4.2. Recommendations for similar initiatives in the future 
Humanitarian and economic values of the VR services for persons with disabilities seem to be 
undeniable. The following points should be noted when replicating the services: 
Survey on the labor market for persons with disabilities: All the stakeholders stressed that the 
vocational rehabilitation model for person with disabilities should only be applied in a 
province/city if three following criteria are met: (i) there is a labor market; (ii) the implementing 
partners are committed to implement the program; (iii) it is supported by the local government. 
Of these, the criterion of “there is a labor market” is the first priority. To determine if there is 
labor market in a province/city, it requires statistics on workers with disabilities, types of 
disabilities, and employers’ needs of laborers with disabilities. Currently, MOLISA/ DOLISA and 
DPOs have difficulties in statistical work. Thus, it is necessary to conduct a survey on the labor 
market before deciding to implement the model. 
Increase of budget for communication activities: Communication does not only aim at 
improving access to persons with disabilities, but also improving the quality of the model’s 
services. Popular communication channels should be used for both service providers and 
service users. It is necessary to identify the target groups and communication needs of each so 
that the right communication channel would be selected in the locations. 
Development of employers and peer counselors networks: The employer network can be 
developed by different ways. Workshops (with the participation of policy makers and 
governmental agencies, etc.) to disseminate/update preferential policies for enterprises or 
share success stories of employers receiving employees with disabilities are the solutions 
proposed by employers involved in this final assessment. The VR services can be introduced to 
employers through workshops, social events and or awareness raising workshops for 
unemployed persons with disabilities. 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
26 
Capacity building for program implementing partners and service users: Types of capacity 
building should be diversified such as training, workshops, site visits and on-the-job coaching. 
Capacity building topics should be built based on the training needs assessment. 
Communication should be provided to both persons with disabilities and their families. 
Development of a management software and regularly updated database: Regularly updated 
data of the program would support the program monitoring and evaluation as well as timely 
adjustment of activities. Ideally, a data base management software should be developed. The 
current database is updated on Excel, which is very difficult to follow, unfriendly and difficult to 
users. 
Equal access opportunities for all disability groups: It should be ensured that all persons with 
different types of disabilities have equal rights and opportunities to access to the vocational 
rehabilitation model. Since the beginning of the program, necessary skills and supportive 
instruments should be provided to the counseling departments to communicate effectively with 
different disability groups (with hearing or visual impairments, etc.). In addition to supportive 
devices, the counselors should be also trained on minimum skills to communicate with persons 
with hearing impairment. 
PART V – CONCLUSION 
At the final evaluation time, the VR program already achieved expected results as described in 
the agreement between VNAH and HEIC. At least 432 persons with disabilities registered to the 
VR program (about 50% was female), of which, 346 persons with disabilities (80%) received 
employment introductions; 159 got jobs and retained those jobs for over 3 months (37%) and 
102 received referrals to free vocational trainings. However, two activities were planned but 
have not been conducted due to the program’s limited budget, including: trainings to raise 
awareness of parents/families of persons with disabilities (under Activity 3); and connections to 
persons with disabilities caused by job accidents through physical rehabilitation centers. 
More importantly, the SP network and work assessment center (or work practice room as called 
by HEIC staff) were established and developed. The steps of the VR process had been 
documented and would be easily replicated in other provinces. With strong commitment of 
HEIC in continuing maintenance and development of project’s results, Hanoi government has 
allocated funding for the HEIC to implement employment supports for persons with disabilities. 
Thus, project evaluation team strongly believed that the results mentioned will be sustainable. 
Regarding the relevance elements, it was observed by the evaluators that the design of the 
project was relevant to the prioritized issues and concerns of all stakeholders, particularly the 
needs of persons with disabilities. The VR model was also fully consistent with the local context, 
strategies and policies. 
In relation to the effectiveness and efficiency elements, the implementation arrangements 
were highly effective. The program set up a close financial management system to ensure 
proper use of the resources. The VR model has mobilized large resources from its service 
providers’ network. Interestingly, economic value of the model was also demonstrated through 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
27 
comparison between costs and benefits. The improvement of stakeholders’ capacity, changes in 
the awareness about persons with disabilities by employers, communities and persons with 
disabilities themselves were also good indicators reflecting the effectiveness of the 
demonstration model. 
Participation and levels of satisfaction: Participation of both local authorities and service 
providers is also an important aspect. VNAH and HEIC created a participation mechanism to all 
stakeholders. Over 70 percent of employers and persons with disabilities were very satisfied 
with the vocational rehabilitation services. Both employers and persons with disabilities had 
good impressions about the attitudes of the VR Unit staff. 
Strengths and weaknesses: The model had three outstanding strengths. The first strength was 
the economic value; the second was the humanitarian value; the third was the sustainability 
and feasibility of the model in replicating the VR model to other localities. There were still some 
points for improvement, including communication to the right target groups, updating of 
database, and more effective approaches to improve the accessibility to vocational 
rehabilitation services to persons with hearing and visual impairments. 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
28 
REFERENCES 
1. Vocational Rehabilitation Community Base Guidline, World Health Organisation (WHO), 
2010. 
2. VNAH, Technical Application on Inclusion of Vietnameses Disabilities (IVWD) Program 
3. Program materials including: Database, Workplan, Memorandum of Association 
between VNAH and HEIC, annual report (monthly, quarterly, yearly). 
4. The Decree 28/2012/ND-CP on the implementation of some articles of the Law on 
disabilities. Source: http://www.moj.gov.vn/vbpq/Lists. 
5. Retention rate survey of workers with disabilities at the work place in Hanoi, Danang 
and Dongnai, 2014, VNAH. 
6. Website Hanoi Disabled People Association: http://www.dphanoi.org.vn/
7. Website: The Association for the support Vietnam Handicap and orphans: 
http://asvho.org.vn/modules. 
8. Website Information support People with disabilities– MoLISA 
http://nccd.molisa.gov.vn/index.php/uu-tien/day-nghe-tao-viec-lam
Annex 1 - FRAMEWORK FOR EVALUATION 
Criteria/dimensions Key questions Methods Sources of information
Efficiency • Please compare the inputs & outcomes or 
achievements. 
• To which extent have the human and financial 
resources been wisely allocated and coordinated to 
achieve project outcomes? 
• How are the expenses and time allocated for 
activities? Are program activities on progress? Are 
the activities in accordance with the tentative 
plans? 
• How is the quality of activities 
performance/achievements? 
• Is the budget allocation appropriate with each 
components or overall objectives of the program? 
• How are the financial regulations? 
• Document review 
• Focus groups 
• Key informant 
interviews 
• Review of primary and 
secondary data 
• Workshop 
• Project documents and 
government’s regulations 
and policies; 
• Implementing partners and 
stakeholders (HEIC, VNAH, 
DOLISA, etc.); 
• beneficiaries 
Effectiveness • What is the base for planning of activities? 
• How efficient are the project planning, M&E, 
coordination and communication systems? 
• Are any activities wasteful or irrelevant to the 
objective? 
• What is the participation mechanism during the 
program management and implementation? 
• Desk review 
• Focus groups 
• Key informant 
interviews 
• Review of primary and 
secondary data 
• Workshop 
• Project documents and 
government’s regulations 
and policies; 
• Implementing partners and 
stakeholders (HEIC, VNAH, 
DOLISA, etc.); 
• Persons with disabilities 
Impacts • How has the program contributed to the 
implementation and mainstreaming of cross cutting 
• Desk review 
• Focus groups 
• Project documents and 
government’s regulations 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
30 
Criteria/dimensions Key questions Methods Sources of information
issues (participation, gender, and human rights)
• What are positive, negative, expected and 
unexpected impacts (socially, economically and 
institutionally) of the program? 
• Has the program influence any of the local 
government’s social welfare policies or of the 
implementing partners’ and stakeholders’ social 
responsibilities? 
• How has the program influence the funding 
allocation by the local government? Please specify. 
• Key informant 
interviews 
• Review of primary and 
secondary data 
• Workshop 
• Case studies 
and policies;
• Implementing partners and 
stakeholders (HEIC, VNAH, 
DOLISA, employers, etc.);
• Beneficiaries (persons with 
disabilities and their 
families)
Relevance • Is the program approach appropriate with the 
implementing partners’ capacity and the situation in 
Hanoi city? Please specify. 
• Is the project design relevant to the need of 
disability community? 
• Are project objectives logically linked? 
• Desk review 
• Focus groups 
• Key informant 
interviews 
• Project documents and 
government’s regulations 
and policies; 
• Implementing partners and 
stakeholders (HEIC, VNAH, 
DOLISA, employers, etc.); 
• Persons with disabilities 
Sustainability • How has capacity of persons with disabilities and 
project partners been increased to maintain and 
improve the program achievement and impacts? 
• Is there a mechanism or institutionalization to 
ensure the project practices, approaches or ways of 
working to be continued? 
• Are there any indicators or opportunities for 
sustainability and expandability of project activities 
• Desk review 
• Focus groups 
• Key informant 
interviews 
• Review of primary and 
secondary data 
• Workshop 
• Case studies 
• Project documents and 
government’s regulations 
and policies; 
• Implementing partners and 
stakeholders (HEIC, VNAH, 
DOLISA, employers, etc.); 
• Persons with disabilities 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
31 
Criteria/dimensions Key questions Methods Sources of information
and the intervention model?
Satisfaction • How is the satisfaction of the program 
stakeholders? What activities or services are the 
service users satisfied about? What are dissatisfied? 
• How are the employers as employers of workers 
with disabilities satisfied about? 
• Focus groups 
• Quantitative 
questionnaire 
• Case studies 
• Persons with disabilities and 
their families 
• Employers employing 
workers with disabilities 
Best practices • What are good approaches or best practices of the 
program regarding: - intervention approaches? - program design? - implementation and M&E? 
• Desk review 
• Focus groups 
• Key informant 
interviews 
• Review of primary and 
secondary data 
• Workshop 
• Case studies 
• Project documents and 
government’s regulations 
and policies; 
• Implementing partners and 
stakeholders (HEIC, VNAH, 
DOLISA, employers, etc.); 
• Persons with disabilities and 
their families 
Recommendations 
and lessons learned 
• What should be done the same in a familiar 
program in the future? 
• What should be done differently in the future 
familiar project? And how? 
• If the program is extended to other provinces, what 
can HEIC contribute? 
• Document review 
• Focus groups 
• Key informant 
interviews 
• Workshop 
• Project documents and 
government’s regulations 
and policies; 
• Implementing partners and 
stakeholders (HEIC, VNAH, 
DOLISA, employers, etc.); 
• Persons with disabilities and 
their families 
Annex 2 – QUANTITATIVE SURVEY QUESTIONNAIRE 
PROJECT 
NAME
JOB NO. 
MAIN 
QUESTIONNAIRE 
BCH 
#
SP # 
SURVEYOR 
DATED 
STAR
TING 
TIME
 ENDI
NG 
TIME
 
SUPERVISOR SUP CODE 
INTERVIEW STATUS BY Yes No SIGNATURE Dated:
ACCOMPANIED (FS) 1 2 
LOGIC-CHECKED (FS) 1 2 
TEL BACK-CHECKED (QC) 1 2
F2F BACK-CHECKED (QC) 1 2 
INTRODUCTION AND ASKING FOR PERMISSION 
Hello! My name is ………. (surveyor’s name). We are conducting the final evaluation on the Vocational 
Rehabilitation demonstration model for persons with disabilities. This evaluation is conducted by 
Vietnam Assistance for the Handicapped (VNAH) and Hanoi Employment Introduction Center (HEIC). 
Results of this survey will be utilized to help the HEIC and its donor to look back at what has or has not 
been achieved. The interview will last for about 30 minutes. Are you willing to answer our questions? 
All your responses will be kept anonymous and absolutely appreciated. Your personal information will 
not be mentioned in any documents. We would like to thank your very much for your cooperation. 
If the respondent agrees to answer the interview 
 1.1
If the respondent refuse to answer the interview 
 FINISH
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
33 
END-OF-PROGRAM EVALUATION 
VOCATIONAL REHABILITATION DEMONSTRATION MODEL 
FOR PERSONS WITH DISABLITIES 
PART 1: PERSONAL INFORMATION
Respondent’s address 
Name of respondent: 
In which district are you living? 
 ................................................................................... 
Are you working in urban or suburban 
areas in Hanoi? 
Urban area................................................................. 1
Suburban area ........................................................... 2
No. Question Code Shift 
1.1 Sex Male……..……………………………………………..………. 1
Female………………………………….……………….……… 2
1.2 How old are you? 
Or When were you born? 
(calendar year) 
...................................................................... 
1.3 What disabilities do you 
have? 
(Select any appropriate 
answers) 
Visual impairment …………………………………….. 1 
Hearing impairment …………………….………….… 2 
Mobility disabilities …………………………………… 3 
Mental disabilities ………………………………….….. 4 
Other disabilities (please specify) ……………. ….. 5 
................................................. ……………………… 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
34 
No. Question Code Shift 
1.4 What is your highest 
education level that you 
have accomplished?
(Select one answer only)
Have never been to school……………..……………. 1
Primary school………………………………..……………. 2
Junior high school...…………….……….…….……….. . 3
Senior high school …….………………….……….……. 4
University/College ........................................... 5
Vocational training school...…………………………… 6
Others (please specify) ………………………..……….. 7
1.5 Have you ever been to the 
Hanoi Employment 
Introduction Center to get 
employment seeking 
support in the past three 
years? 
Yes………………………………………………………….……… 0
No………………….…………………………………….....……. 1

1.5.1 

1.6
1.5.1 If Yes, what services have 
you received from the 
HEIC? 
(select any appropriate 
answers) 
Counselling to participate into the program …… 1
Intake interview……...…………………..…………………. 2
Development of individual work plan ….…………. 3
Referral to vocational training programs.…..…… 4
Employment introduction...….………..……………….. 5
Soft skills trainings ……..……….…..……….……………. 6
Follow-up support after getting jobs ...……..….… 7 
Others …………………………………….…..…………………. 8
Don’t know...…………….…..………..………..………… 99
1.6 Have you participated in 
any inclusive or exclusive 
job fairs for persons with 
disabilities at HEIC? 
Yes…………………………………………….……….………… 0
No………………….……………………………………………. 1 

1.6.1 

2.1
1.6.1 How many job fairs have 
you participated? 
One……………………………………………………………… 1
Two……………….……………….…………….……..……… 2
Three ……………….…….……………………….….………. 3
Over three……..…….……………………….…..………… 4
Don’t know/don’t’ remember.…………………….. 99
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
35 
PART 2: EMPLOYMENT AND INCOME/PROJECT EFFECTIVENESS 
No. Question Code Shift 
Introduction (the interviewers read out loud): 
In this part, you will be questioned about your current work. Please feel 
comfortable to share your answers. 
2.1 Are you currently employed? Yes……………………………………………………… 0
No……………….……………………………………. 1

2.1.3 

3.1
2.1.1 If yes, what’s your job? 
(open question)
…................................................................ 
…................................................................ 

2.1.1.
3 
2.1.2 If no, how long have you been 
unemployed? 
……............................................................. 
……............................................................. 
2.1.2.1 Why did you leave your previous 
job? 
……............................................................ 
……............................................................. 
2.1.3 Do you have a labour contract with 
your employer? 
Yes……………………………………………………… 0
No…………….……………………………………….. 1
2.1.4 How did you get that job? 
(choose any appropriate answers) 
Introduced by friends/relatives….......... 1
Introduced by the HEIC ……...……........... 2 
Introduced by the DPOs…………...……..... 3
It’s my family’s secondary job ……….…... 4 
Find it myself…...................................... 5 
Other (please specify)............................ 6
2.1.5 Is the current job suitable for you? Yes……………………………………….………………
No…………….…………………………………..……. 1

2.1.5.
1 

2.1.6
2.1.5.1 If Yes, how suitable is it? Health…............................................... 1
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
36 
No. Question Code Shift 
(select any appropriate answers) Profession….......................................... 2 
Experiences…………............................... 3
Transportation……………........................ 4 
Other (please specify)........................... 5 
Don’t know………………………………….……. 99
2.2 How do you feel about that job? Very satisfied……………………………………. 1
Satisfied...…………………………………..……… 2
Neutral…………………………………..…………. 3
Dissatisfied…..……….…………………………. 4
Very dissatisfied…................................ 5
Don’t know……………………………………….. 99
2.3 What is your monthly average 
income? 
 (Select one answer)
Under 1,000,000 VND…………………..... 1 
From1,000,000VND ->3,000,000VND... 2
From 3,000,000 VND ->5,000,000VND. .. 3
From 5,000,000VND -> 7,000,000VND... 4
From 7,000,000 VND ->10,000,000VND... 5
Over 10,000,000VND…….…….............. 6
2.4 How is your most current income 
compared to 3 years ago? 
Higher…................................................. 1
Lower…..….............................................. 2 
The same…..…........................................ 3
Don’t know........................................... 99
2.5 How long are you committed to 
this job? 
under 1 year........................................... 1
In one to two years…….......................... 2 
In two to five years................................ 3
Over 5 years.......................................... 4 
Haven’t planned yet………...................... 5 
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
37 
No. Question Code Shift 
Don’t know……………………..................... 99
PART 3: ACCESSIBILITY
No. Question Code Shift 
3.1 Did you encounter any challenges 
when seeking the job? 
Yes.......................................................... 0
No.......................................................... 1

3.1.1 

 3.2 
3.1.1 If Yes, what were the challenges? ………………………………………………………………
……………………………………………………………… 
……………………………………………………………… 
……………………………………………………………… 
3.2 How did you get to know about 
the vocational rehabilitation 
model for persons with disabilities 
at HEIC? 
(Select any appropriate answer)
Through friends/relatives ………………..... 1
Through TV/newspapers….…………………. 2
Through DPOs…………………………………….. 3
Accidentally see it……………...……………... 4 
On the internet……................................. 5 
Other ……………..……................................ 6 
3.3 Did you have any challenges when 
completing the VR forms 
(application, individual work 
plan…) under VR program? 
Yes.......................................................... 0
No........................................................ 1

3.3.1 

 3.4 
3.3.1 If Yes, what were they? ………………………………………………………………
………………………………………………………………. 
………………………………………………………………
………………………………………………………………. 
3.4 How does the VR model at HEIC 
help persons with disabilities? 
Make it easier for persons with 
disabilities to find jobs …..……………........ 1
Enable faster connections between 
employers and workers with 
disabilities.............................................. 2
Enable persons with disabilities become 
inclusive with workers without 
disabilities.............................................. 3
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
38 
No. Question Code Shift 
Does not help with anything…............... 4
Other (please specify)............................ 5
Don’t know…...………………………………….. 99
3.5 How do you value the VR services 
provided by counsellors at HEIC? 
Very satisfied…………………………….………. 1
Satisfied...…………………………………………… 2
Neutral………………………………………………. 3
Dissatisfied…..……….…………………..………. 4
Very dissatisfied….................................. 5
Don’t know……………………………………….. 99
3.6 Has the VR program had any 
impacts on your life in the last 
three years? 
...................................................................
................................................................... 
3.7 Are you intending to refer your 
peers or relatives with the same 
situation to participate in the VR 
program at HEIC? 
Yes.......................................................... 0
No........................................................ 1
External End-of-Program Evaluation Report 
Vocational Rehabilitation Program
2014
39 
Thank you very much for your cooperation! 
LAST PAGE 
RESPONDENT’S DECLARATION: 
This interview was well conducted according to my satisfaction. 
DATE OF INTERVIEW ________________ SIGNATURE OF RESPONDENT____________________ 
INTERVIEWER’S DECLARATION 
I certify that this interview has been personally carried out by me with the respondent. I 
further declare that the respondent, whose name and address appear above, was unknown to 
me until the interview. I confirm that, before returning this questionnaire, I have checked that it 
meets and was carried out in accordance with the principles and instructions supplied to me for 
this study. I understand that the information given to me during the interview must be kept 
confidential. 
DATE OF INTERVIEW________________SIGNATURE OF INTERVIEWER_____________________