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


General Information

Designated Agency Identification

NameMichigan Protection and Advocacy Service Inc.
Address4095 Legacy Parkway
Address Line 2Suite 500
Zip Code48911
Website Address
Phone(517) 487-1755
TTY (517) 487-1755
Toll-free Phone(800) 288-5923
Toll-free TTY(800) 288-5923
Fax(517) 487-0827

Operating Agency (if different from Designated Agency)

NameMichigan Protection and Advocacy Service Inc.
Address4095 Legacy Parkway
Address Line 2Suite 500
Zip Code48911
Website Address
Phone(517) 487-1755
TTY(517) 487-1755
Toll-free Phone(800) 288-5923
Toll-free TTY(800) 288-5923
Fax(517) 487-0827

Additional Information

Name of CAP Director/CoordinatorBrian Sabourin
Person to contact regarding reportElmer L. Cerano
Contact Person Phone517-487-1755

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act317
2. Information regarding Title I of the ADA2
3. Other information provided5
4. Total I&R services provided (Lines A1+A2+A3)324
5. Individuals attending trainings by CAP staff (approximate)43

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)57
2. Additional individuals who were served during the year114
3. Total individuals served (Lines B1+B2)171
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.)8

C. Individual still being served as of September 30

Carryover to next year. This total may not exceed Line I.B3. 46

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 favor82
2. Some issues resolved in individual's favor (when there are multiple issues)8
3. CAP determines VR agency position/decision was appropriate for the individual13
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)3
5. Individual chose alternative representation0
6. Individual decided not to pursue resolution13
7. Appeals were unsuccessful3
8. CAP services not needed due to individual's death, relocation, etc.12
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 individual31
2. Application for services completed.3
3. Eligibility determination expedited8
4. Individual participated in evaluation4
5. IPE developed/implemented36
6. Communication re-established between individual and other party23
7. Individual assigned to new counselor/office22
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 under16
2. 22 - 4037
3. 41 - 64114
4. 65 and over4
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)171

B. Gender

Multiple responses not permitted.

1. Female67
2. Male104
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)171

C. Race/ethnicity

1. Hispanic/Latino of any race5
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native0
3. Asian1
4. Black or African American88
5. Native Hawaiian or Other Pacific Islander0
6. White76
7. Two or more races0
8. Race/ethnicity unknown1

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Blindness (both eyes)3
2. Other visual impairments3
3. Deafness3
4. Hard of hearing7
5. Deaf-blind0
6. Orthopedic impairments38
7. Absense of extremities0
8. Mental illness54
9. Substance abuse (alcohol or drugs)12
10. Mental retardation7
11. Specific learning disabilities (SLD)15
12. Neurological disorders12
13. Respiratory disorders5
14. Heart and other circulatory conditions3
15. Digestive disorders0
16. Genitourinary conditions0
17. Speech Impairments1
18. AIDS/HIV positive0
19. Traumatic brain injury (TBI)6
20. All other disabilities2
21. Disabilities not known0
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)171

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program39
2. Clients of VR Program131
3. Applicants or clients of IL Program1
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 only161
2. Other Rehabilitation Act sources only2
3. Both VR agency and other Rehabilitation Act sources8
4. Employer0

G. Problem areas

Multiple responses permitted.

1. Individual requests information0
2. Communication problems between individual and counselor32
3. Conflict about services to be provided42
4. Related to application/eligibility process50
5. Related to IPE development/implementation52
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/referral2
2. Advisory/interpretational18
3. Negotiation108
4. Administrative/informal review2
5. Alternative dispute resolution1
6. Formal appeal/fair hearing3
7. Legal remedy0
8. Transportation0

Part III. Narrative


a. Type of agency used to administer CAP: external -- P&A b. Sources of funds expended:

Source of funding & Total expenditures spent on individuals Federal funds: 345,721 State funds: 0 All other funds: 0 Total from all sources: 345,721 c. Budget for current and following fiscal years:

Category & Current Fiscal Year & Next Fiscal Year

Wages & Salaries: 180,000 185,000 Fringe Benefits (FICA, unemployment, etc.): 71,280 74,370 Materials/Supplies: 4,000 6,000 Postage: 3,000 3,000 Telephone: 2,000 2,000 Rent: 20,000 22,500 Travel: 8,000 9,000 Printing: 2,000 2,000 Bonding/Insurance: 5,500 6,000 Equipment Rental/Purchase: 15,000 10,000 Legal Services: 2,000 2,000 Indirect Costs: 31,298 33,668 Miscellaneous: 6,590 5,000 Total Budget : 350,668 360,538

d. Number of person-years:

Type of position & Full-time equiv & % of year filled & Person-years Professional: 0 0 0 Full-time: 2.1 100 3 Part-time: .85 100 2 Vacant: 0 0 0 Clerical: 0 0 0 Full-time: 0 0 0 Part-time: .25 100 1 Vacant: 0 0 0

e. Summary of presentations made:

The Client Assistance Program (CAP) reached approximately 25,149 individuals this year through the MPAS newsletter (Exchange), and CAP and Michigan Protection and Advocacy Service, Inc. (MPAS) brochures. CAP provided a presentation at the Peckham Advocacy Fair reaching 43 individuals.

Exhibits in which CAP was involved include: Michigan Rehabilitation Conference and Project Homeless Connect events.

MPAS continues to provide all Michigan Rehabilitation Services (MRS) and Michigan Commission for the Blind (MCB) offices, as well as the Centers for Independent Living (CIL) with CAP brochures to give to individuals they serve. The agency brochure, which mentions CAP, is also provided upon request. MPAS provided 19,349 brochures to the agencies listed above, and to anyone requesting CAP and other agency brochures. CAP advocates publish articles in the agency newsletter related to employment issues that are useful to individuals with disability related employment concerns.

f. Involvement with advisory boards:

Prior to her resignation from MPAS, Jeanette Brown represented CAP on the Michigan Rehabilitation Council (MRC), including representation on the Executive Committee and the Service Delivery Effectiveness Committee. The MRC is a consumer driven, Governor appointed, statewide organization as mandated in the Rehabilitation Act of 1973, as amended. The MRC’s mission is to improve Vocational Rehabilitation services in Michigan. Being that CAP is mandated to be a representative of the Council, upon his appointment by the governor, Brian Sabourin will fill this position. Having a seat on this Council, CAP is able to provide information concerning customer complaints and work on systemic solutions to issues identified.

During this past fiscal year, CAP participated in, MRS Workgroups focusing on services to applicants and customers. These workgroups included the MRS Order of Selection Workgroup and the MRS Customer Input Committee.

CAP also attended and participated in the MCB Delivery Design Team Committee Meetings. This is a committee of both MCB staff and consumer groups that addresses policy and procedural issues, while making recommendations for change to the commission.

CAP attended the MCB Board of Commissioners Meetings. This group was designed to provide feedback on whether MCB policies, programs, and services are meeting the needs of their customers.

CAP continues to attend the Statewide Independent Living Council meetings. The council writes the State Plan for Independent Living Centers and monitors the progress. Although CAP is not on the Council, attending the quarterly meetings helps in being updated on issues related to the Centers for Independent Living and their clients.

g. Outreach to unserved/underserved populations:

MPAS was involved in eight Project Homeless Connect events this year. Counties in which these events took place included: Alcona, Alpena, Calhoun, Ingham, Lapeer, Oakland, VanBuren and Wayne Counties. These events, feature collaborations between local and state organizations endeavors to draw in all the resources in the community to individuals who are homeless or at risk of becoming homeless.

h. Alternative dispute resolutions:

During the past fiscal year, there were four individuals who filed appeals with MRS in which one went to alternative dispute resolution. In all these cases, the clients were satisfied with the outcomes as they were all resolved in the clients’ favor.

i. Systemic advocacy:

CAP continued to work with MRS on issues related to the Application/Eligibility process. CAP identified numerous cases in which clients were having difficulty with the application and eligibility process. As a result of identifying these cases, data was provided to MRS resulting in policy changes related to services.

CAP also worked with MRS to track and analyze appeal letters in order to identify problems, offices and trends.

CAP continues to work with the Order of Selection workgroup which is considering making a recommendation that MRS implement an Order of Selection. An Order of Selection must be implemented when the agency does not have enough staff and/or money to provide the entire array of services for all eligible individuals. MPAS opposes implementation of an Order of Selection and will continue working with the workgroup to find ways to avoid implementation.

j. Interesting cases:

Case 1 — Client interested in attending Michigan Career and Technical Institute (MCTI) was told by his counselor that he was too immature to attend. Counselor suggested the client do volunteer work over the summer to get experience working, which the client did. Once the volunteer work was completed, the counselor indicated the client still was not ready to begin training. The counselor told the client that he should apply for Community Mental Health services to receive services related to supported employment.

Systemic/Policy Making Issues: With CAP intervention and review of his records, CAP felt that client’s immaturity was related to being a typical teenager who was working but not being paid. CAP worked with the site manager to get client assigned a new counselor, who immediately started gathering information for the client to apply to MCTI.

Case 2 — Client contacted CAP due to being denied dental assistance through Michigan Rehabilitation Services. The individual had severe dental needs that impacted his ability to become employed.

Systemic/Policy Making Issues: CAP was able to work with both the individual and MRS in exploring comparable benefits for the dental work. In doing so, the insurance company the individual had coverage with opened up the dental plan again, making it possible for him to receive the necessary dental work.

Case 3 An individual contacted CAP after being told that his IQ was too low to receive services and that he would be considered too severe to benefit. The counselor referred the individual to a program for sheltered workshop.

Systemic/Policy Making Issues: The Rehabilitation Act is very clear that an intelligence test result alone would not constitute clear and convincing evidence that the individual is too severe to benefit from services. The counselor had some work evaluations that indicated the individual would be a good candidate for supported employment, but indicated there were no supported employment opportunities in the area. CAP was able to get the agency to provide the individual with more choices for employment opportunities, so he could make an informed decision about the direction of his vocational goal.

k. On-line information/outreach:

CAP does not have its own Web site; however, information regarding CAP is included on the MPAS agency Web site. The MPAS Web site ( had 91,933 visitors /sessions this fiscal year. Since launching the MPAS Facebook page in August 2009, MPAS has accumulated 397 Facebook Friends/Fans.



This Report is Complete and Correct.Yes
Date Signed:13-Dec-11
Name of Designated Agency Official:Elmer L. Cerano
Title of Designated Agency Official:Executive Director