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 Code36104
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 Act20
2. Information regarding Title I of the ADA3
3. Other information provided22
4. Total I&R services provided (Lines A1+A2+A3)45
5. Individuals attending trainings by CAP staff (approximate)1,057

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)10
2. Additional individuals who were served during the year21
3. Total individuals served (Lines B1+B2)31
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. 10

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 favor12
2. Some issues resolved in individual's favor (when there are multiple issues)3
3. CAP determines VR agency position/decision was appropriate for the individual2
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)1
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.2
9. Individual refused to cooperate with CAP4
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 individual0
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 party4
7. Individual assigned to new counselor/office4
8. Alternative resources identified for individual15
9. ADA/504/EEO/OCR/ complaint made0
10. Other1
11. Other (please explain)

Decided not to pursue CAP services.

Part II. Program Data

A. Age

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

1. 21 and under7
2. 22 - 4011
3. 41 - 6413
4. 65 and over0
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)31

B. Gender

Multiple responses not permitted.

1. Female12
2. Male19
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)31

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 American7
5. Native Hawaiian or Other Pacific Islander0
6. White24
7. Two or more races0
8. Race/ethnicity unknown0

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Blindness (both eyes)0
2. Other visual impairments4
3. Deafness1
4. Hard of hearing0
5. Deaf-blind0
6. Orthopedic impairments5
7. Absense of extremities0
8. Mental illness3
9. Substance abuse (alcohol or drugs)0
10. Mental retardation0
11. Specific learning disabilities (SLD)9
12. Neurological disorders3
13. Respiratory disorders0
14. Heart and other circulatory conditions2
15. Digestive disorders0
16. Genitourinary conditions0
17. Speech Impairments0
18. AIDS/HIV positive0
19. Traumatic brain injury (TBI)1
20. All other disabilities3
21. Disabilities not known0
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)31

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program1
2. Clients of VR Program30
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 only29
2. Other Rehabilitation Act sources only0
3. Both VR agency and other Rehabilitation Act sources2
4. Employer2

G. Problem areas

Multiple responses permitted.

1. Individual requests information2
2. Communication problems between individual and counselor11
3. Conflict about services to be provided14
4. Related to application/eligibility process1
5. Related to IPE development/implementation1
6. Other Rehabilitation Act-related problems2
7. Non-Rehabilitation Act related1
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/interpretational1
3. Negotiation19
4. Administrative/informal review0
5. Alternative dispute resolution0
6. Formal appeal/fair hearing0
7. Legal remedy0
8. Transportation0

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$160,119.
State fundsN/A
All other fundsN/A
Total from all sources$160,119.

Budget for current and following fiscal year

Category Current Fiscal Year Next Fiscal Year
Wages & Salaries$93,884.$93,884.
Fringe Benefits$34,809.$34,809.
Materials/Supplies$ 3,400.$ 3,400.
Telephone$ 3,500.$ 3,500.
Rent$ 14,500.$14,500.
Travel$ 4,500.$ 4,500.
Copying$ 1,153.69$ 1,160.
Equipment Rental/Purchase$ 1,100$ 1,100.
Legal ServicesN/AN/A
Indirect Cost$13,792.$16,000.
Miscellaneous$ 4,500.$ 4,500.
Total Budget$ 160,119.$160,119.

Number of person-years

Type of Position Full-time Equivalent % of year filled Person-years

Summary of presentations made We continue to do advocacy and goal setting training for customers and rehabilitation professionals. 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. We provide in person contact and brochures to several advocacy workshops throughout the year. We also present at conferences where customers also attend. 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. The SACAP director likewise sits on the board of the Alabama Rehabilitation Association.

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 be referred to 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 thirty-one customers that were served, only three were returned. In those cases, one individual reported being happy with the services that they received, one reported being unhappy with the outcome of services and the last report was difficult to understand.

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 continue to be very individualized. In reviewing the files, I did not see two cases that were identical. Some were related to services in which another direction or service could be provided. There were very few customers that would not accept another direction or service even after knowing the reasons why that service could not be provided. For the most part, counselors seem to be more systematic in their delivery of paperwork and services. The majority of counselors and supervisors continue to cooperate with SACAP staff. The commissioner and assistant commissioners were the use of SACAP to staff and customers.

Interesting Cases There were several difficult cases during the year. One such case involved an undergraduate student that had graduated with a degree in Speech Pathology. It seems to reason the consumer would pursue a master’s degree so as to obtain her licensing in order to gain employment. Advocate pointed out to the Alabama Department of Rehabilitation Services that this consumer prior to starting college had wanted to pursue Speech-Language Pathology and it was on her IEP. Further, she needed to obtain at least a master’s degree or equivalent in order to become a Licensed Speech-Language Pathologist, and finally, her undergraduate grades were outstanding. The request was made for VR to assist with tuition, books, fees, and rent since she was unable to live in a dorm. All requests were accepted. Another case involved a young man that had graduated from high school. VR had begun working with this consumer prior to graduation. Plans had been made for him to attend a home construction program after graduation. The school had worked with the young man closely and felt good about his employment potential. Unfortunately, the young man’s grandmother passed away soon after graduation. Also, about that same time, a new counselor took over the consumer’s case. Because the young man no longer had a support system in place and no longer lived in his grandmother’s house, it was difficult for consumer to meet with counselor. Somehow, the consumer’s mother (who had reentered consumer’s life) called SACAP to ask for help. In reviewing consumer’s case file, advocate noted an email from the VR counselor and a work counselor at the high school. The work counselor understood what was going on in the consumer’s personal life and knew the consumer needed a support system in place. In the end, a new VR counselor that worked in the area where consumer lived was requested. The high school agreed to allow the young man to come back to campus in order to help him fill out an application for training, assist in filling out the PELL Grant, and talking to the training program to see if there were any additional scholarships. Team work plays an important part in many of our consumer’s lives. Further, it’s important to note that support for all consumers play a vital role in their success. I feel this consumer’s life will be successful because we were all able to get him back on the right track. Finally, a young man out of high school who just wanted to go to work needs some assistance from VR. Unfortunately, after graduation it did not seem like his VR program was going anywhere. After meeting with the consumer, parents, counselor, and supervisor, he was referred to a rehab center for training and job development. Again, the training seemed to be excessive and another meeting was arranged with the rehab center. Within 45 days, the rehab center had assisted the consumer in getting employment and he has already been recognized for his excellent work ethic.

On-line information/outreach SACAP does have a web page and we do have customers that will fill out a complaint using this system. For some customers, we have referred to our web page if they prefer to fill out the complaint and send it to us. Many others prefer taking a complaint over the phone. We make use of email, fax machines, and will even send customers an information release form through the mail which includes a self-address stamped envelope to return the form. If we know a customer has a vision impairment depending on their preference will can send them a release form in braille or large print. For the hearing impaired we do have use of our interpreter relay center and the director/advocate also has a background in deafness and sign language skills.



This Report is Complete and Correct.Yes
Date Signed:19-Dec-12
Name of Designated Agency Official:Rachel L.Hughes
Title of Designated Agency Official:Director/Advocate