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

Iowa (IOWA DEPT OF HUMAN RIGHTS - Office with Person with Disabilities) - H161A110016 - FY2011

General Information

Designated Agency Identification

NameIowa Client Assistance Program
AddressDHR, Office of Persons with Disabilities
Address Line 2Lucas State Office Bldg.
CityDes Moines
Zip Code50319
Website Address
TTY (800)652-4298
Toll-free Phone(800)652-4298
Toll-free TTY(800)652-4298

Operating Agency (if different from Designated Agency)

NameIowa Client Assistance Program
AddressDHR, Office of Persons with Disabilities
Address Line 2Lucas State Office Bldg.
CityDes Moines
Zip Code50319
Website Address
Toll-free Phone(800)652-4298
Toll-free TTY(800)652-4298

Additional Information

Name of CAP Director/CoordinatorJackie Wipperman
Person to contact regarding reportJackie Wipperman
Contact Person Phone(800)652-4298

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act96
2. Information regarding Title I of the ADA45
3. Other information provided110
4. Total I&R services provided (Lines A1+A2+A3)251
5. Individuals attending trainings by CAP staff (approximate)350

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)12
2. Additional individuals who were served during the year22
3. Total individuals served (Lines B1+B2)34
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.)1

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 favor6
2. Some issues resolved in individual's favor (when there are multiple issues)10
3. CAP determines VR agency position/decision was appropriate for the individual5
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)4
5. Individual chose alternative representation0
6. Individual decided not to pursue resolution3
7. Appeals were unsuccessful1
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 individual9
2. Application for services completed.1
3. Eligibility determination expedited0
4. Individual participated in evaluation0
5. IPE developed/implemented9
6. Communication re-established between individual and other party3
7. Individual assigned to new counselor/office0
8. Alternative resources identified for individual7
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 under3
2. 22 - 405
3. 41 - 6425
4. 65 and over1
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)34

B. Gender

Multiple responses not permitted.

1. Female15
2. Male19
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)34

C. Race/ethnicity

1. Hispanic/Latino of any race1
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native1
3. Asian0
4. Black or African American2
5. Native Hawaiian or Other Pacific Islander0
6. White30
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 impairments0
3. Deafness2
4. Hard of hearing2
5. Deaf-blind0
6. Orthopedic impairments5
7. Absense of extremities1
8. Mental illness11
9. Substance abuse (alcohol or drugs)0
10. Mental retardation0
11. Specific learning disabilities (SLD)1
12. Neurological disorders2
13. Respiratory disorders1
14. Heart and other circulatory conditions0
15. Digestive disorders3
16. Genitourinary conditions0
17. Speech Impairments1
18. AIDS/HIV positive0
19. Traumatic brain injury (TBI)3
20. All other disabilities0
21. Disabilities not known1
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)34

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program1
2. Clients of VR Program32
3. Applicants or clients of IL Program1
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 only32
2. Other Rehabilitation Act sources only1
3. Both VR agency and other Rehabilitation Act sources2
4. Employer0

G. Problem areas

Multiple responses permitted.

1. Individual requests information35
2. Communication problems between individual and counselor33
3. Conflict about services to be provided29
4. Related to application/eligibility process3
5. Related to IPE development/implementation19
6. Other Rehabilitation Act-related problems2
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/referral0
2. Advisory/interpretational11
3. Negotiation4
4. Administrative/informal review13
5. Alternative dispute resolution0
6. Formal appeal/fair hearing1
7. Legal remedy0
8. Transportation0

Part III. Narrative



a. Type of agency used to administer CAP: Iowa’s Client Assistance Program is operated by an external public agency, the Office of Persons with Disabilities, Division of Community Advocacy and Services within the Iowa Department of Human Rights.

b. Sources of funds expended:

Source of funding Total expenditures spent on individuals Federal funds $116,508 State funds 0 All other funds 0 Total from all sources $116,508

c. Budget for current and following fiscal years:

Category Current Fiscal Year Next Fiscal Year Wages & Salaries $68,143 $74,273 Fringe Benefits (FICA, unemployment, etc.) $26,609 $31,365 Materials/Supplies $ 5,145 $ 5,145 Postage $ 139 $ 139 Telephone $ 811 $ 811 Rent $ 600 $ 600 Travel $ 1,233 $ 1,233 Copying Bonding/Insurance Equip Rental/Purchase $ 584 $ 580 Legal Services Indirect Costs $12,763 $14,261 Miscellaneous $ 481 $ 481 Total Budget $116,508 $128,888

d. Number of person-years:

Type of position Full-time equivalent % of year position filled Person-years Professional Full-time 1 100% 1 Part-time 0 Vacant 0 Clerical Full-time 0 Part-time 0.4 100% 1 Vacant 0

e. Summary of presentations made: The CAP Director/Advocate twice to students and instructors for Drake University’s Rehabilitation Counseling and Administration master-level programs. Presentations included information on the Rehabilitation Act, as Amended, ADA Title I, ADA Amendments Act, CAP services and general disability issues. Drake’s Rehabilitation Counseling students also meet one-on-one with CAP as part of their Advanced Practicum course to learn more about how CAP works with the state’s vocational rehabilitation agencies and the appeals process. A total of 80 Drake University graduate students and professors were present at these presentations and individual meetings.

CAP Director/Advocate presented on the history of disability advocacy at the opening session of Iowa Youth Leadership Forum for high school students with disabilities to the 30 student delegates and 20 staff members.

Information regarding CAP services was presented to the Youth Leadership Forum delegates and their parents on the final day of the forum at the Vendor Expo during the closing session.

CAP also participated in the annual training conference sponsored by the Iowa Rehabilitation Association. Information regarding CAP services and copies of various publications were provided to the attendees of the three-day conference held in Des Moines.

A total of approximately 350 individuals attended presentations by CAP staff this fiscal year.

f. Involvement with advisory boards: CAP continues to be highly involved with the State Rehabilitation Council for the general agency. The CAP Director/Advocate chairs the SRC Outreach Committee which organizes the Legislative Breakfast and was involved in the Statewide Comprehensive Needs Assessment for the general agency’s State Plan. The Council continues to review and approve policy changes for the general agency and does outreach and education on behalf of the agency to state legislators.

CAP has reviewed the state plan of the blind agency, as well as all policies and minutes from their meetings. The CAP Director/Advocate attends all meetings of the three-member Commission of the Iowa Department for the Blind and has been invited to comment on issues that arise at the Commission meetings regarding agency policy and procedures. CAP reviewed and commented on the Statewide Independent Living Plan and also receives periodic updates from the Director of the Statewide Independent Living Council on their activities and priorities. The CAP Director/Advocate is a member of the Drake University Rehabilitation Counseling Program’s Advisory Board providing input on academics changes in the program and serving on the Admissions Interviewing Committee determining admission into the graduate level Rehabilitation Counseling and Administration programs.

CAP also serves as a member of the Des Moines Area Community College Human Services Program Advisory Board providing information and input regarding the area of disability services and periodically reviewing all aspects of the program to assure that graduates of the program are prepared to meet the needs of the employers and clients of Iowa’s human services agencies. The CAP Director/Advocate is an active member of the National and Iowa Rehabilitation Association and serves as an officer for the Iowa Division of Rehabilitation Counselors and Educators Association. g. Outreach to unserved/underserved populations: CAP continues to work with the Disability Consultants from the Office of Deaf Services, also located within the Department of Human Rights, to increase the awareness of CAP and the services that can be provided to Iowa’s deaf and hard of hearing populations. CAP serves as a consultant to Deaf Services staff when questions arise regarding employment issues and policy and procedures of Iowa Vocational Rehabilitation Services and also uses the staff of Deaf Services as consultants when working with CAP clients who are deaf. Requests for assistance from this population continue to remain low, but knowledge of the available services has increased and the work between the two programs continues to grow.

CAP continues to work closely with other offices of the Department of Human Rights that provide information and referral and advocacy services to Latinos, African Americans, Native American, and Asian and Pacific Islanders to increase the awareness of CAP and the services available to qualifying individuals with disabilities. The CAP Director/Advocate was on the SRC team that conducted the Comprehensive Statewide Needs Assessment required every three years for the general agency’s State Plan.

h. Alternative dispute resolutions: CAP was not involved in any Alternative Dispute Resolutions this past fiscal year. There were two fair hearing with the general agency. CAP was involved in one of the hearings and spoke with the client from second hearing and then chose not to have CAP involved in their hearing. In both hearings, the hearing officer upheld the decision of Iowa Vocational Rehabilitation Services. Both the general agency and the blind agency have clear policy regarding alternative dispute resolutions and this information is provide any time a client appeals decisions made by the agencies. CAP and the two state agencies work diligently to resolve any issues or concerns that arise at the lowest possible level and in a timely manner so that the client can reach their vocational goal of employment.

i. Systemic advocacy: CAP worked with the general agency regarding concerns of the lack of consistent training of new employees based on office locations and positions. The general agency implemented a state-wide comprehensive training program for all employees who had been hired in the past five years

CAP Director/Advocate worked with administrative staff of the Rehabilitation Services Bureau of the general agency to make sure all IPE forms contain accurate information regarding the appeals process including the availability of CAP services and the time limitations for appeals.

CAP provided input during a Commission for the Blind meeting when the agency director stated that a work group of staff had recommended that “tours of the orientation center be mandatory for VR eligibility” pointing out that VR eligibility is clearly outlined in the federal regulations implementing the Rehabilitation Act, as amended and additional requirements could not be added to those basic requirements for program eligibility. The CAP Director/Advocate followed up on this issue with the Supervisor of Rehabilitation Counselors for the Department for the Blind to make sure that this was not being viewed as a “mandatory” requirement for eligibility by staff. It was discussed that while a tour of the orientation center could be a valuable way to provide information to clients to allow them to make an informed choice regarding their vocational goal and services, it was equally as important to make sure that client’s who chose not to tour or attend the orientation center understand that this will in no way impact the other services they will receive from the agency.

In February 2010, the general agency implemented a waiting-list for the Most Significantly Disabled eligibility category and all new applicants for services were placed on a waiting list. The other two categories had been closed October and November of 2009. CAP worked with the Administrator of Iowa Vocational Rehabilitation Services to provide accurate and timely information regarding this change to agency staff, clients and applicants.

j. Interesting cases: Fiscal year 2011 has been a challenging year for the Iowa Client Assistance Program. The Director/Advocate was gone on medical leave for three months, from November 2010 through January 2011, and had another two-week medical leave in August. During this time the Administrator of the Division of Community Advocacy and Services provided services to individuals needing immediate assistance, but this individual was also dealing with disability-related concerns and eventually left her position for long-term disability. This position is still currently unfilled by the Department for Human Rights. Clients who may have had open CAP cases had the Director/Advocate been available were assisted under other programs offered by the Division of Community Advocacy and Services and information and referral calls during these time periods were not counted as CAP related contacts for reporting purposes.

The closure of all wait-list categories by the general agency also has affected the number of clients who are actively receiving services and thus reduced the number of clients who contacted CAP for assistance. As of the close of fiscal 2011 the general agency reported that 2 individuals were on the most-significantly disabled waiting list, 3,432 eligible individuals were on the significantly disabled waiting list and 383 eligible individuals were on the other eligible waiting list for at total of 3,817 eligible individual on all waiting list categories. The administrative team from the Rehabilitation Services Bureau meet monthly to review budget numbers, case load information and determine if and when individuals are removed from the waiting list categories, always serving individuals with the most significant disabilities first.

CAP was contacted by an individual attending post-secondary training with support from the general agency. The client wanted to change his vocational goal to Marketing Management after determining the original goal of Accounting would not make use of his skills, abilities, interests and informed choice. The VR Counselor had told the client that the general agency would not support the goal of Marketing Management and would no longer fund his training because the functional limitations caused by his disability would prevent him from becoming successfully employed in field. The client has Cerebral Palsy and has very limited verbal communication, but is able to clearly articulate his thoughts in writing and using assistive technology in the form of augmented communication. CAP worked with the client and counselor to arrange job shadow experiences in the client’s field of choice and negotiated an agreement for VR to support post-secondary training in this area to determine the client’s ability to be successful in the classroom and also allow the client to develop more efficient communication with the addition of a new augmented communication device and other assistive technology. Informational interviews were also scheduled with professionals in the field for the client to gain insight into the skills needed and for the agency to receive feedback from these professionals regarding any concern they might have about the client becoming successfully employed in the field. Following successful classroom work, informational interviews, and a very successful internship the agency has agreed to fully support the client’s goal of Marketing Management.

k. On-line information/outreach: Iowa CAP has a webpage which includes access to all CAP publications. The website is located within the website of the Office of Persons with Disabilities, Department of Human Rights and is maintained by an employee of that public agency. Changes in State of Iowa governmental rules is currently limiting the use of social media such as Facebook and other on-line media by state agencies, so at this time Iowa CAP does not have a Facebook page. CAP provides publications electronically and in hard copies to agencies, organizations and individuals that request copies of their Disability Rights Guide for Iowans and their Title I ADA Guide. CAP also provides all brochures to the general and blind vocational agencies and the independent living centers around the state. A total of 13,800 publications and brochures were provided in FFY 2011.



This Report is Complete and Correct.Yes
Date Signed:29-Dec-11
Name of Designated Agency Official:Jackie Wipperman
Title of Designated Agency Official:CAP Director/Advocate