RSA-227 - Annual Client Assistance Program (CAP) Report


General Information

Designated Agency Identification

NameAlabama Department of Rehabilitation Services
Address602 S. Lawrence Street
Address Line 2
CityMontgomery AL
Zip Code36103
Website Address
TTY 334-293-7500
Toll-free Phone1-800-441-7607
Toll-free TTY1-800-441-7607

Operating Agency (if different from Designated Agency)

NameAlabama Department of Rehabilitation Services
Address602 S. Lawrence Street
Address Line 2
CityMontgomery AL
Zip Code36103
Website Address
Toll-free Phone1-800-441-7607
Toll-free TTY1-800-441-7607

Additional Information

Name of CAP Director/CoordinatorRachel L. Hughes
Person to contact regarding reportRachel L. Hughes
Contact Person Phone334-263-2749

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act3
2. Information regarding Title I of the ADA1
3. Other information provided15
4. Total I&R services provided (Lines A1+A2+A3)19
5. Individuals attending trainings by CAP staff (approximate)678

B. Individuals served

An individual is counted only once during a fiscal year. Multiple counts are not permitted for Lines B1-B3.

1. Individuals who are still being served as of October 1 (carryover from prior year)8
2. Additional individuals who were served during the year13
3. Total individuals served (Lines B1+B2)21
4. Individuals (from Line B3) who had multiple case files opened/closed this year. (In unusual situations, an individual may have more than one case file opened/closed during a fiscal year. This number is not added to the total in Line B3 above.)0

C. Individual still being served as of September 30

Carryover to next year. This total may not exceed Line I.B3. 13

D. Reasons for closing individuals' case files

Choose one primary reason for closing each case file. There may be more case files than the total number of individuals served to account for those unusual situations, referred to in Line I.B4, when an individual had multiple case files closed during the year.

1. All issues resolved in individual's favor7
2. Some issues resolved in individual's favor (when there are multiple issues)5
3. CAP determines VR agency position/decision was appropriate for the individual1
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)1
5. Individual chose alternative representation0
6. Individual decided not to pursue resolution4
7. Appeals were unsuccessful0
8. CAP services not needed due to individual's death, relocation, etc.0
9. Individual refused to cooperate with CAP1
10. CAP unable to take case due to lack of resources0
11. Other (please explain)

E. Results achieved for individuals

1. Controlling law/policy explained to individual4
2. Application for services completed.0
3. Eligibility determination expedited0
4. Individual participated in evaluation0
5. IPE developed/implemented0
6. Communication re-established between individual and other party6
7. Individual assigned to new counselor/office4
8. Alternative resources identified for individual1
9. ADA/504/EEO/OCR/ complaint made0
10. Other4
11. Other (please explain)

Part II. Program Data

A. Age

As of the beginning of the fiscal year. Multiple responses are not permitted.

1. 21 and under1
2. 22 - 4011
3. 41 - 649
4. 65 and over0
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)21

B. Gender

Multiple responses not permitted.

1. Female10
2. Male11
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)21

C. Race/ethnicity

1. Hispanic/Latino of any race0
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native0
3. Asian0
4. Black or African American8
5. Native Hawaiian or Other Pacific Islander0
6. White12
7. Two or more races0
8. Race/ethnicity unknown1

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Blindness (both eyes)1
2. Other visual impairments1
3. Deafness3
4. Hard of hearing0
5. Deaf-blind0
6. Orthopedic impairments5
7. Absense of extremities0
8. Mental illness4
9. Substance abuse (alcohol or drugs)0
10. Mental retardation1
11. Specific learning disabilities (SLD)2
12. Neurological disorders2
13. Respiratory disorders0
14. Heart and other circulatory conditions0
15. Digestive disorders0
16. Genitourinary conditions0
17. Speech Impairments1
18. AIDS/HIV positive0
19. Traumatic brain injury (TBI)1
20. All other disabilities0
21. Disabilities not known0
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)21

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program3
2. Clients of VR Program18
3. Applicants or clients of IL Program0
4. Applicants or clients of other programs and projects funded under the Act0

F. Source of individual's concern

Multiple responses permitted.

1. VR agency only19
2. Other Rehabilitation Act sources only1
3. Both VR agency and other Rehabilitation Act sources1
4. Employer1

G. Problem areas

Multiple responses permitted.

1. Individual requests information1
2. Communication problems between individual and counselor7
3. Conflict about services to be provided14
4. Related to application/eligibility process1
5. Related to IPE development/implementation0
6. Other Rehabilitation Act-related problems1
7. Non-Rehabilitation Act related0
8. Related to Title I of the ADA0

H. Types of CAP services provided

Choose one primary CAP service provided for each case file/service record.

1. Information/referral7
2. Advisory/interpretational2
3. Negotiation10
4. Administrative/informal review0
5. Alternative dispute resolution0
6. Formal appeal/fair hearing0
7. Legal remedy0
8. Transportation0

Part III. Narrative


Part III. Narrative

Type of agency used to administer CAP: The State of Alabama Client Assistance Program is not sub-contracted and is housed independently from the Alabama Department of Rehabilitation Services. The program has complete autonomy with the parameters established by the 1973 Rehabilitation Act, as amended.

Sources of funds expended: Federal dollars fund the State of Alabama Client Assistance Program. The program did not received funds from any other source.

Source of Funding Total expenditures on individuals Federal funds $158,621 State funds N/A All other funds N/A Total from all sources $158, 621

Budget for current and following fiscal year

Category Current Fiscal Year Next Fiscal Year Wages & Salaries $ 95,428 $95,428 Fringe Benefits $ 38,618 $38,618 Materials/Supplies $ 10,000 $10,000 Postage N/A N/A Telephone $ 3,500 $ 3,500 Rent $ 14,500 $15,000 Travel $ 4,500 $ 4,500 Copying N/A N/A Bonding/Insurance N/A N/A Equipment Rental/Purchase $ 1,100 N/A Legal Services N/A N/A Indirect Cost $ 15,756 $16,000 Miscellaneous $ 4,500 N/A Total Budget $ 158,888 $158,888

Number of person-years

Type of Position Full-time Equivalent % of year filled Person-years Professional Full-time 1 100 1 Part-time -0- -0- -0- Vacant -0- -0- -0- Clerical Full-time 1 100 100 Part-time -0- -0- -0- Vacant -0- -0- -0-

Summary of presentations made Advocacy and goal setting training for customers and rehabilitation professionals is still important in our day-to-day activities. A web cast developed by the director of CAP explaining services continues to be a much-used resource utilized by community rehabilitation centers. The web cast makes use of voice and American Sign Language, allowing for customers to have information verbally and in sign. SACAP brochures continue to be used by ADRS counselors and centers. Many community rehabilitation centers continue sending employees out to meet customers instead of having customers come to them for training and job development. Other presentations include customer advisory groups and various conferences. Many customers have taken advantage of our on-line web page and have made complaints using this system.

Involvement with advisory boards The SACAP director/advocate has a seat on the State Rehabilitation Council that meets quarterly. She sits on the Program Evaluation/Customer Services Subcommittee. Policy matters, production, State and Federal regulations, and other pertinent matters are discussed at these meetings. The SACAP director/advocate also attends as many local Customer Rehabilitation Advisory Committees around the state as possible. She further attends the meetings of the State Independent Living Council (SILC) and the Council of Organizations Serving Deaf Alabamians (COSDA). SACAP director/advocate also sits on the board and is actively involved in the Full Life Ahead Foundation. This foundation seeks to work with individual with severe disabilities and their families.

Outreach to unserved/underserved populations SACAP director/advocate provides services to customers of Full Life Ahead who may not be involved in a vocational rehabilitation program or serves to assist those individuals who may have trouble with vocational rehabilitation. These efforts have allowed customers to utilize various programs that ADRS has to offer as well as networking with other professionals.

A survey continues to be sent to individuals after their SACAP case is closed. Of the twenty-one customers that were served, only a few returned. In those cases, most individuals were happy with the services that they received from the Client Assistance Program. There were a couple of customers that stated that they did not receive what they wanted from CAP or VR.

Alternative dispute resolution All of our successes for our customers have come about by alternative dispute resolution techniques.

In using alternative dispute techniques, in which SACAP represents the customer, it has made a tremendous impact. The customer, the counselor, and the counselor’s supervisor will attend a meeting so that everyone knows what is being discussed with each individual having an opportunity to participate. SACAP has found that when all parties get together and discuss the concern, the customer and counselor leave with a better understanding of each other and respect is often salvaged. If a customer makes a request that complies with the Rehabilitation Act or the Alabama Department of Rehabilitation, customers have been granted their requests. In situations where it could not be granted, the policy was explained to the customer. Many attempts were made to find other ways of providing services by ADRS that were within regulations or finding other resources within the community.

Systemic Advocacy Cases this year continues to be very individualized; however, several complaints have dealt with the lack of specific services. In reviewing case material, in many instances the needs requested were not services VR could provide because it did not coincide with the customer’s program or it just was not a service the department could provide.

Interesting Case This customer is a 53-year-old woman who has the following diagnosis: Multiple Sclerosis, Hearing Loss, Anxiety Disorder, Depressive Disorder, Hypertension, Diabetes, Fibromyalgia, and Restless Leg Syndrome.

The customer came to CAP because she had been told by the counselor that she did not meet eligibility. Originally, the counselor had been out on leave and the intake was completed by the supervisor. An evaluation and six months later the counselor returned to work. The counselor reads the evaluation and determines the customer is not eligible for services. Counselor still had not met this customer. The counselor bases the eligibility on the fact she is working. Customer did not receive SSI nor did she have any other means of support. Even with all the pain and problems associated with her job this customer was trying to keep her head above water and work. The type of employment is what has caused her disabilities to progressively get worse.

Medical evidence and an evaluation completed by the Community Rehab Center indicated the customer did meet the eligibility requirements. The supervisor agreed based on the same findings and meeting with customer that she did meet the eligibility requirements. The counselor refused to listen to reason as to why she should be made eligible. The case was transferred to another counselor.

Fortunately, there were several services provided by ADRS. An audiogram revealed a moderately-severe sensorial hearing loss for both ears. Her current hearing aids required replacement which VR was instrumental in providing. The customer was also referred back to the Community Rehab Center in which they provided training and job development for a job that would not conflict with her disability.



This Report is Complete and Correct.Yes
Date Signed:19-Dec-11
Name of Designated Agency Official:Rachel L. Hughes
Title of Designated Agency Official:Director/Advocate