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

Delaware (UNITED CEREBRAL PALSY, INC. - CLIENT ASSISTANCE PROGRAM) - H161A110007 - FY2011

General Information

Designated Agency Identification

NameUnited Cerebral Palsy of Dela. Inc.
Address700A River Road
Address Line 2
CityWilmington
StateDelaware
Zip Code19809
E-mail Addressdmoore.cap@ucpde.org
Website Addresshttp://www.ucpde.org
Phone302-764-2400
TTY 302-764-2400
Toll-free Phone
Toll-free TTY
Fax302-764-8713

Operating Agency (if different from Designated Agency)

NameUnited Cerebral Palsy of Dela. Inc.
Address700A River Road
Address Line 2
CityWilmington
Zip Code19809
E-mail Addressdmoore.cap@ucpde.org
Website Addresshttp://www.ucpde.org
Phone302-764-2400
TTY302-764-2400
Toll-free Phone
Toll-free TTY
Fax302-764-8713

Additional Information

Name of CAP Director/CoordinatorDon Moore
Person to contact regarding reportDon Moore
Contact Person Phone302-764-6216

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act58
2. Information regarding Title I of the ADA23
3. Other information provided313
4. Total I&R services provided (Lines A1+A2+A3)394
5. Individuals attending trainings by CAP staff (approximate)238

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)6
2. Additional individuals who were served during the year14
3. Total individuals served (Lines B1+B2)20
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. 6

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 favor5
2. Some issues resolved in individual's favor (when there are multiple issues)1
3. CAP determines VR agency position/decision was appropriate for the individual3
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)2
5. Individual chose alternative representation0
6. Individual decided not to pursue resolution1
7. Appeals were unsuccessful0
8. CAP services not needed due to individual's death, relocation, etc.0
9. Individual refused to cooperate with CAP0
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/implemented5
6. Communication re-established between individual and other party1
7. Individual assigned to new counselor/office1
8. Alternative resources identified for individual1
9. ADA/504/EEO/OCR/ complaint made0
10. Other0
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 under0
2. 22 - 4010
3. 41 - 6410
4. 65 and over0
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)20

B. Gender

Multiple responses not permitted.

1. Female11
2. Male9
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)20

C. Race/ethnicity

1. Hispanic/Latino of any race1
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native0
3. Asian0
4. Black or African American10
5. Native Hawaiian or Other Pacific Islander0
6. White9
7. Two or more races0
8. Race/ethnicity unknown0

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Blindness (both eyes)1
2. Other visual impairments2
3. Deafness0
4. Hard of hearing0
5. Deaf-blind0
6. Orthopedic impairments5
7. Absense of extremities0
8. Mental illness6
9. Substance abuse (alcohol or drugs)1
10. Mental retardation0
11. Specific learning disabilities (SLD)2
12. Neurological disorders1
13. Respiratory disorders0
14. Heart and other circulatory conditions1
15. Digestive disorders0
16. Genitourinary conditions0
17. Speech Impairments0
18. AIDS/HIV positive0
19. Traumatic brain injury (TBI)0
20. All other disabilities1
21. Disabilities not known0
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)20

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program0
2. Clients of VR Program11
3. Applicants or clients of IL Program0
4. Applicants or clients of other programs and projects funded under the Act1

F. Source of individual's concern

Multiple responses permitted.

1. VR agency only9
2. Other Rehabilitation Act sources only2
3. Both VR agency and other Rehabilitation Act sources1
4. Employer0

G. Problem areas

Multiple responses permitted.

1. Individual requests information8
2. Communication problems between individual and counselor11
3. Conflict about services to be provided9
4. Related to application/eligibility process4
5. Related to IPE development/implementation7
6. Other Rehabilitation Act-related problems1
7. Non-Rehabilitation Act related4
8. Related to Title I of the ADA2

H. Types of CAP services provided

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

1. Information/referral1
2. Advisory/interpretational7
3. Negotiation1
4. Administrative/informal review3
5. Alternative dispute resolution0
6. Formal appeal/fair hearing0
7. Legal remedy0
8. Transportation0

Part III. Narrative

Narrative

Type of agency used to administer CAP/Source of funds expended

a. The Delaware Client Assistance Program is an external program administered by United Cerebral Palsy of Delaware, Inc., a private nonprofit agency.

b. The source of funding is strictly Federal funding and the total programmatic expenditures are $ 124,439.00.

c. Budget for the current and following fiscal years:

Note: Budget will be sent at later date.

d. Number of person-years:

See 99 report use data is same. CAP has 1 full time Director, 1 part time Client Advisor, and 1 part time Para-Professional; casework assigned on a rotation basis with some consideration given to geography. Part time Client Advisor is working 20 hours per week; Part time Para-Professional is working 18.75 hours per week. CAP Director’s office located in Wilmington, Delaware.

e. Summary of presentations made:

The CAP Client Advisor presented to the following groups: - Brain Injury Association of Delaware - DVI Public Hearing - Life Conference - Delaware Coalition for the ADA

The CAP Director presented to the following groups:

- Division of Vocational Rehabilitation (DVR) staff - 4 locations - Division for the Visually Impaired (DVI) staff - DVI State Rehabilitation Council - DVR State Rehabilitation Council - DVR Public Hearing - DVI Public Hearing - Delaware Association of Rehabilitation Facilities - Delaware Chapter, National Federation for the Blind - Independent Resources Inc. - Freedom Center for Independent Living

The above presentations included the following topic areas: CAP, Rehabilitation Act, DVR Policy and Procedures, Independent Living program, Americans with Disabilities Act and Self Advocacy.

The estimated total number of individuals attending these presentations is 489.

f. Involvement with advisory boards:

The Director of the Client Assistance Program has been appointed to the following councils/boards:

- The CAP director has not been appointed to the Workforce Investment Board due to that board s priorities. Guidance from RSA in 2004 relieved CAP of the effort to be appointed. The CAP director attends scheduled meetings and participates as a member of the Youth Advisory Committee when possible. It was not possible in FY 2011. This was due to shortage of staff and scheduling conflicts.

- DVR State Rehabilitation Council (SRC)

- DVI State Rehabilitation Council (SRC)

- State Workforce Investment board

- State Independent Living Council (SILC)

- Governor’s Advisory Council for Exceptional Citizens (GACEC)

- Governor s Advisory Council of Employment for Persons with Disabilities (GACEPD)

- Protection and Advocacy for Individuals Rights advisory (PAIR) council

- Delaware Association of Rehabilitation Facilities (DELARF)

- DVR Casework Policy Manual committee

- National Coalition of State Rehabilitation Councils (NCSRC)

- Delaware Coalition for the Americans with Disabilities Act (DCADA)

The following are duties and responsibilities involved with each of the councils/boards listed above.

DVR State Rehabilitation Council (DVR SRC)

The CAP Director is appointed and serves as an executive member of the Policy Committee.

DVI State Rehabilitation Council (DVI SRC)

The CAP Director is appointed and serves as an executive member of the SRC. The part time Client Advisor serves as Chair of this council in the mandated CAP position. The CAP Director is filling the State Independent Living position in the make up of council members.

Participation on both the DVR and the DVI SRC provides the Director of CAP the opportunity to be involved in the development of the State Plan for both DVI and DVR. The development of goals and priorities, consumer and facility satisfaction surveys, effectiveness evaluations, RSA Self Monitoring, and the development of policies and procedures for both agencies are opportunities for the CAP Director to contribute as well as learn. DVR SRC meets bi-monthly and makes use of video conferencing between Dover and Wilmington offices. This has been working and there has been good advance preparation for council members at both sites. DVI SRC meets quarterly.

State Workforce Investment Board (SWIB)

CAP has no vote but can give input on committees and through participation stay abreast of our state s progress.

State Independent Living Council (SILC)

The CAP Director is an appointed member, and serves as Chair. CAP is not a mandated member, but has a history of participation. Participation broadens this CAP Director s acquaintance with members and leaders within the disability community and their concerns. The CAP Director was able to recruit three members through outreach.

Protection and Advocacy for Individual Rights (PAIR) Council

The Cap Director is a delegated member. The council reviews and advises the Disability Law Program regarding current issues, priorities, and initiatives. The CAP Program and the PAIR program coordinate advocacy efforts through participation on the DVR SRC, collaborating with cases that meet both CAP and PAIR mandates, by appropriately coordinating information and referrals.

Delaware Association of Rehabilitation Facilities (DELARF)

The CAP program is a member of the DELARF. Membership in DELARF enables the CAP to maintain a presence in the Rehabilitation facilities and assists CAP in identifying systemic issues and possible problems with service delivery and Supported Employment. DELARF has facilitated trainings through RCEP that were beneficial to CAP. CAP is participating on a DELARF committee to identify future trainings. CAP is also a member of the Vocational Commission and the Behavior Health Commission.

DVR Casework Policy Manual Committee

As a member, the Director and part time Advisor of CAP participate in the discussion, revision and implementation of policies and procedures within DVR. There have been several meetings this fiscal year for purposes of policy rewrite and revision. CAP has been a participant of every meeting. CAP Director is satisfied this important committee is fulfilling its purpose. CAP Director has noted some changes during CAP casework. This committee is CAP s avenue to stay abreast of any DOL DVR policy and procedural changes.

National Coalition of State Rehabilitation Councils (NCSRC)

CAP Director participates on the Steering Committee representing Region III and as a member of the Design Committee. This has meant teleconferences as well as attending meetings in person. Work groups drafted mission, vision statements as well as drafting bylaws.

Delaware Coalition for the Americans with Disabilities Act (DCADA)

The CAP Director is delegated as an executive member of DCADA. The part time Client Advisor also serves as a member of this council in the delegated CAP position. As members, the Director and part time Advisor of CAP participate in the promotion, training, and implementation of the Americans with Disabilities Act.

g. Outreach to un-served/underserved populations

CAP staff does not speak Spanish. This limits our ability to do intakes. Presently, we rely on other resources in our state, such as La Esperanza and Delmarva Rural Ministries. We have established contact with multiple services, which enable us to access various languages on an as needed basis expense.

Outreach was conducted by means of presentations, mailings, meetings and council/committee meetings. Approximately 550 individuals were reached and over 6000 brochures were distributed. CAP was able to conduct outreach in the following areas: DVR staff (4 locations), Freedom Center for Independent Living, Independent Resources, Inc., Delaware Coalition for the ADA, Partners in Policy Making, OCI PWI staff, DVI, DVR, SRC, the University of Delaware, the Center for Disabilities Studies, Life Conference, and DELARF meetings. The TBI population continues to be a targeted population by CAP. The limited services available for this population limit vocational opportunities and access to vocational services if the individual lacks resources to maintain supports.

CAP continues to distribute promotional CD covers to promote CAP services targeting the Transition age students. This age group and their parents have indicated a lack of understanding of CAP services. Students have commented that receiving brochures as mandated by law is redundant and CAP questions how brochures are presented to them. It is hoped by providing the useful CD covers to students CAP may expand the awareness of CAP within this underserved population. The part time Client Advisor is officially appointed to the Governor’s Advisory Council for Exceptional Children (GACEC) and participates on the Committee that plans the Summer Institute on Transition hosting students, parents, Special Education Coordinators, Teachers, Parents and Vocational Rehabilitation Councilors.

Alternative dispute resolution

The CAP has been effective in resolving concerns at the lowest possible level. In FY 2011 CAP was again successful in resolving all concerns without pursuing a Fair Hearing. CAP had no Mediations. Concerns were resolved without going above the Deputy Director.

CAP is a member of the Greater Delaware Valley Chapter of the Association for Conflict Resolution. Participation puts CAP in contact with professional mediators and volunteers as well as training and networking opportunities. One training opportunity is with our state’s Center for Community Justice for Mediation training and experience, which CAP has completed in October 2006. CAP staff volunteers as mediators with this program, which contributes to skills building, and experience.

The following forms of Alternative Dispute Resolution were used effectively within CAP cases. - Fact finding (20 cases) - Advocacy (20 cases) - Facilitation (15 cases) - Negotiation (1 cases) - DVR Supervisory review (3 cases) - Mediation (0 with CAP representation) - Fair Hearing (0 with CAP representation)

h. Systemic Advocacy

The CAP Director and the Client Advisor participated in our state’s Transition institute sponsored by DOE. The CAP Advisor participated with the Regional Transition Committee meeting with high school special education coordinators and transition coordinators. This gave the CAP opportunity to give input as well as learn the broader scope of transition needs for students in our state. These opportunities came about through the CAP Director’s participation on the Governor’s Advisory Council for Exceptional Citizens as a member of the Adult Transition Committee.

CAP’s involvement in the Casework Manual Committee and the DVR and DVI SRC’s has provided CAP with many opportunities to promote systemic change. (See section f for more detail). The DOL DVR Casework manual committee has always been a very proactive committee that addresses issues and concerns from within the DVR system as well as issues that arise from outside organizations. This year, this committee has met frequently resulting in revision of the casework manual.

CAP continues to be concerned with a previously identified problem with the coverage of mileage expense for DOL DVR clients. Discussions with District Administrators and participation in DVR Policy Revision team meetings have led to DVR increasing mileage reimbursement to a much more reasonable and acceptible standard for DOL DVR clients.

CAP continues to have concerns with previously identified problems for DOL DVR clients engaged in self-employment related goals. Discussions with District Administrators have led CAP to understand that self-employment clients lack DOL DVR policy and procedure to justify all expenditures and to fluently reach IPE goal. CAP is addressing these issues working closely with the DVR Policy Committee.

i. Interesting cases:

Case 1: Client attending college in California sought CAP service to prevent DVR from premature closure. Client’s remaining family chose to move out of Delaware thus leaving the client without residency in the State. The VR agency argued the current residential State is responsible for providing VR assistance. Client was on schedule to graduate and Delaware VR had supported Client since high school. CAP opened case and highlighted DVR’s lack of policy on such matters. DVR does have residency policy with regards to new applicants, but had no such policy concerning existing clients. CAP Director met with DVR Deputy Director, the area DVR District Administrator and all parties teleconferenced with an RSA representative to sort out matter of residency. It was determined that while DVR was well within its parameters to close, due to the lack of policy on existing clients, and the Client in questions extensive history with Delaware DVR support should continue. One additional factor was the Client’s new state of residency had a one-and-a-half-year (1.5) waiting list. CAP wrote an agreement between both Client and DVR that outlines both parties responsibilities. CAP fulfilled all client requests and client found employment with a major cable network located in Atlanta, GA.

Case 2: As a follow up to an interesting case using mediation submitted nine years ago, a client with cerebral palsy gained support from vocational rehabilitation to pursue an employment goal of becoming a doctor. He has met all requirements and is now employed with a local hospital group specializing in family medicine. He keeps in touch with CAP and expresses his thanks for our help. The agency is pleased with this outcome and did their very best in supporting this client.

j. On-line Information/ outreach

The Delaware CAP Program has set up a web page via a portal from its administering program, United Cerebral Palsy of Delaware. This website is up and functioning. Additionally, Delaware CAP staff have been actively involved in an outreach plan designed to inform those persons engaged in programs established by the Rehabilitation Act of 1973, as amended, of the nature of CAP service offered. It should be stated that the intent of the outreach program in question is not to recruit clients, but solely to educate all persons being serviced or working for said programs.

Certification

Approved

This Report is Complete and Correct.Yes
Date Signed:19-Dec-11
Name of Designated Agency Official:Don Moore
Title of Designated Agency Official:Client Assistance Program Director