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

Arizona (Arizona Center for Disability Law) - H161A120002 - FY2012

General Information

Designated Agency Identification

NameArizona Center for Disability Law
Address5025 East Washington Street
Address Line 2Suite 202
Zip Code85034
Website Address
TTY 602-274-6287
Toll-free Phone800-927-2260
Toll-free TTY800-927-2260

Operating Agency (if different from Designated Agency)

NameArizona Center for Disability Law
Address5025 East Washington Street
Address Line 2Suite 202
Zip Code85034
Website Address
Toll-free Phone800-927-2260
Toll-free TTY800-927-2260

Additional Information

Name of CAP Director/CoordinatorJohn C. Gutierrez
Person to contact regarding reportJohn C. Gutierrez
Contact Person Phone602-274-6287

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act111
2. Information regarding Title I of the ADA55
3. Other information provided34
4. Total I&R services provided (Lines A1+A2+A3)200
5. Individuals attending trainings by CAP staff (approximate)4,746

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)47
2. Additional individuals who were served during the year88
3. Total individuals served (Lines B1+B2)135
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. 60

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 favor37
2. Some issues resolved in individual's favor (when there are multiple issues)19
3. CAP determines VR agency position/decision was appropriate for the individual3
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)7
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 CAP6
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 individual32
2. Application for services completed.1
3. Eligibility determination expedited2
4. Individual participated in evaluation0
5. IPE developed/implemented6
6. Communication re-established between individual and other party28
7. Individual assigned to new counselor/office3
8. Alternative resources identified for individual1
9. ADA/504/EEO/OCR/ complaint made1
10. Other2
11. Other (please explain)

Client is still a client of VR and mother (guardian) did not return guardianship papers so we could not represent the client

Part II. Program Data

A. Age

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

1. 21 and under19
2. 22 - 4043
3. 41 - 6464
4. 65 and over9
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)135

B. Gender

Multiple responses not permitted.

1. Female63
2. Male72
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)135

C. Race/ethnicity

1. Hispanic/Latino of any race17
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native6
3. Asian1
4. Black or African American18
5. Native Hawaiian or Other Pacific Islander0
6. White89
7. Two or more races4
8. Race/ethnicity unknown0

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Blindness (both eyes)9
2. Other visual impairments6
3. Deafness11
4. Hard of hearing6
5. Deaf-blind0
6. Orthopedic impairments20
7. Absense of extremities0
8. Mental illness33
9. Substance abuse (alcohol or drugs)1
10. Mental retardation1
11. Specific learning disabilities (SLD)27
12. Neurological disorders13
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)2
20. All other disabilities5
21. Disabilities not known0
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)135

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program28
2. Clients of VR Program107
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 only118
2. Other Rehabilitation Act sources only4
3. Both VR agency and other Rehabilitation Act sources13
4. Employer0

G. Problem areas

Multiple responses permitted.

1. Individual requests information1
2. Communication problems between individual and counselor7
3. Conflict about services to be provided10
4. Related to application/eligibility process9
5. Related to IPE development/implementation3
6. Other Rehabilitation Act-related problems106
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/interpretational35
3. Negotiation32
4. Administrative/informal review0
5. Alternative dispute resolution1
6. Formal appeal/fair hearing1
7. Legal remedy0
8. Transportation0

Part III. Narrative


a. Type of Agency used to administer CAP: 1) External — Protection and Advocacy b. Source of funds expended: Federal Funds: $234,352 State Funds: $0 All Other Funds: $0 Total from All Sources $234,352

c. Budget for current and following fiscal years:

Category Current Fiscal Year Next Fiscal Year Accommodations $2,604 $5,242 Accounting/Legal Fees $2,402 $4,650 Advertising $45 $46 Bank Charges $22 $0 Board, Staff & Other Meetings $928 $1,086 Computer Consulting $1,153 $1,136 Consultant Fees $2,133 $1,911 Copying/Printing $213 $194 Equipment Maintenance $585 $688 Equipment Purchase $1,327 $1,125 Equipment Rental $880 $960 FICA — Employer $10,345 $10,158 Health Insurance $27,009 $27,491 Insurance — General Liability $221 $225 Insurance — Professional Liability $1,176 $1,294 Long-Term Disability Insurance $979 $979 LRAP Expenses $2 $0 NDRN Database $609 $609 Office Supplies $2,523 $2,671 Payroll Processing Fees $707 $694 Pension Plan Expense $2,185 $2,655 Postage $848 $960 Professional Development/Seminars $638 $368 Professional Dues $727 $838 Property Tax $22 $51 Reference Materials $368 $428 Rent/Parking $14,620 $15,357 Salaries $142,353 $132,792 State Unemployment $438 $436 Telephone $2,155 $2,637 Temporary Staff $2,696 $0 Trainings — Facilities & Supplies $683 $2,298 Travel — In-State $8,996 $9,643 Travel — Out-of-State $1,538 $1,290 Work Comp. Insurance $222 $388 Total $234,352 $231,300

d. Number of person-years:

Type of Position Full-time equivalent % of yr. position filled Person Years

Professional Full Time 1.95 100% 1.95 Part-Time 0 0 0 Vacant 0 0 0

Clerical Full Time .86 100% .86 Part-Time 0 0 0 Vacant 0 0 0

e. Summary of presentations made.

Center staff conducted or participated in the following outreach/training events during Fiscal Year 2012:

1) 04-Oct-11, Presentation, Assistive Technology in the Post Secondary Environment, Talking Stick Resort, Salt River Pima Maricopa Indian Community, Scottsdale, Arizona, 15 people attended. 2) 11-Oct-11, Booth/Table, Independent Living Fair, Disability Empowerment Center, Phoenix, Arizona, 100 people attended 3) 18-Oct-11, Presentation, Disability Employment Awareness Month and Special Needs Information Fair, Ft. Huachucha, Arizona, 100 people attended. 4) 20-Oct-11, Presentation, RSA CORE Training for New Staff, Tucson, Arizona, 13 people attended 5) 01-Dec-11, Presentation, CAP Services, VR Office, Tucson, Arizona, 12 people attended 6) 02-Dec-11, Booth/Table, Vision Rehabilitation and Assistive Technology Expo, Shriner’s Auditorium, Phoenix, Arizona, 200 people attended 7) 12-Jan-12, Training, Your Rights as a VR Client, Laughlin, Nevada, 135 attended 8) 24-Jan-12, Training, CORE Training for VR Counselors, Phoenix, Arizona, 10 people attended 9) 26-Jan-12, Training, VR Services, Disability Empowerment Center, Phoenix, Arizona, 16 people attended 10) 16-Feb-12, Booth/Table, ASU Law School Career Day, Arizona State University, Tempe, Arizona, 15 people attended 11) 18-Feb-12, Presentation, Levels of Advocacy, Disability Empowerment Center, Phoenix, Arizona, 33 people attended 12) 28-Feb-12, Booth/Table, 1st Annual African-American Conference on Disabilities, Disability Empowerment Center, Phoenix, Arizona, 150 people attended 13) 28-Feb-12, Presentation, ADA and Employment, Disability Empowerment Center, Phoenix, Arizona, 25 people attended 14) 09-Mar-12, Presentation, Pilot Parents Partners in Policy Making, Tucson, Arizona, 15 people attended 15) 20-Mar-12, Training, CORE VR Counselor Training, RSA Training Center, Phoenix, Arizona, 10 people attended 16) 31-Mar-12, Booth/Table, City of Sierra VistAbility, Sierra Vista, Arizona, 70 people attended 17) 14-Apr-12, Booth/Table, Connecting Tucson — Special Needs Resource and Transition Fair, Tucson, Arizona, 500 people attended 18) 27-Apr-12, Training, Medicaid Appeals, Disability Empowerment Center, Phoenix, Arizona, 7 people attended 19) 27-Apr-12, Booth/Table, Health and Wellness Fair, Disability Empowerment Center, Phoenix, Arizona, 500 people attended 20) 28-Apr-12, Booth/Table, Health and Wellness Fair, Disability Empowerment Center, Phoenix, Arizona, 1000 people attended 21) 01-May-12, Presentation, “Making a Difference,” Aurora Foundation Law Day, Tucson, Arizona, 20 people attended 22) 09-May-12, Presentation, VR New Counselor CORE Training, Tucson, Arizona, 10 people attended 23) 10-May-12, Presentation, Center’s Programs and Services, Maricopa County Bar Association/Foundation Meeting, Phoenix, Arizona, 40 people attended 24) 27-Jun-12, Training, CORE New VR Counselor Training, Phoenix, Arizona, 14 people attended 25) 11-Jul-12, Booth/Table, 14th Annual Assistive Technology Summer Institute, City of Glendale Civic Center, Arizona, 100 people attended 26) 29-Jul-12, Booth/Table, Arizona Diamondbacks Disability Expo, Chase Field, Phoenix, Arizona, 1,400 attended 27) 01-Aug-12, Presentation, Priorities Forum FY2013, Disability Empowerment Center, Phoenix, Arizona, 4 people attended 28) 08-Aug-12, Presentation, Priorities Forum FY2013, DIRECT Center for Independence, Tucson, Arizona, 16 people attended 29) 15-Aug-12, Presentation, Priorities Forum FY2013, Radisson Woodlands Resort, Flagstaff, Arizona, 16 people attended 30) 24-Aug-12, Booth/Table, 5th Annual Disabilities Conference, Talking Stick Resort, Salt River Pima Maricopa Indian Community, 200 people attended

f. Involvement with advisory boards:

The CAP Coordinator is a member of the State Rehabilitation Council (SRC). Along with being an active member of the SRC, the CAP Coordinator also participates as a member of the subcommittee known as Program Review Committee (PRC). This committee is particularly important to CAP since it involves monitoring and providing input to relevant issues regarding Vocational Rehabilitation (VR).

The CAP Coordinator is also member of a Stakeholders Committee. This committee consists of various agencies that work with individuals with disabilities. We are working collaboratively to find solutions to the many problems that continue to burden the VR system, risk program compliance, and create unnecessary barriers to employment for clients. This year the committee has met several times to discuss the issues with VR. Due to the severity of the problems in the VR program, the committee has had to meet with the Assistant Director of the Department of Economic Security (DES) regarding the issues of the current VR program. The committee has asked for his assistance on the best ways to help this agency. The Assistant Director has agreed that our issues have merit and is researching how the committee can work with him to help the VR program meet the needs of the clients.

The CAP Coordinator is also a member of the Statewide Independent Living Council (SILC) Outreach Committee. This committee provides trainings statewide, with particular focus on rural and Native American populations.

g. Outreach to Unserved/Underserved Populations:

Center staff was the co-sponsor of the 1st Annual African-American Conference on Disabilities held on February 28, 2012 with 150 participants. Workshops for the conference covered such topics as Vocational Rehabilitation and Employment, ADA and Employment, Mental Health Care, Legal Options to Guardianship, Legislative Advocacy, and Finances 101 — Money Management. In October 2011, the Center participated in the Disability Employment Awareness Month and Special Needs Information Fair in Ft. Huachucha, Arizona, which has a large underserved military family population. At another conference in March 2012 for military families in Sierra Vista, Arizona, Center staff disseminated information about our services and programs. Center staff also participated in two conferences held on the Salt River Pima Maricopa Indian Community in October 2011 and August 2012. More than 200 persons with disabilities and their families attended the two events.

Short-Team Assistance Team

The Center utilizes a centralized intake system known as Short-Term Assistance Team (STAT). STAT staff initially handles all requests for assistance, including CAP issues. Our STAT is staffed by trained advocates under the direction and supervision of the Information and Referral (I&R) Supervisor and the Deputy Executive Director. CAP advocates have provided training to STAT staff so they can provide callers with information and referral assistance, a brief service, or short-term technical assistance at the time of their initial call to the Center. Annually, CAP staff conducts training sessions for the STAT to acquaint them with new issues relating to the CAP program which will, in turn, assist them in conducting initial interviews. Once STAT staff has conducted these initial interviews, they assign cases to CAP staff for further advocacy services.

Center Self-Advocacy Guides

The Center disseminates 20 Self-Advocacy Guides on topics related to vocational rehabilitation rights and Title I of the Americans with Disabilities Act. CAP callers can view or download the guides from the Center’s website. The guides are available on the Center’s website 24 hours a day, seven days a week, thus facilitating outreach to our clients not only in the Phoenix metropolitan area but also in outlying areas. The majority of our callers indicated that they have access to our website and prefer obtaining copies of our materials via the Internet rather than through the mail.

The following guides relating to the CAP are available from the Center: — An Overview of the Employment Protections of the Americans with Disabilities Act — How to Enforce Employment Rights under the Americans with Disabilities Act — The ADA and the Job Applicant: Recruitment, Applications and Interviews — The ADA and the Reasonable Accommodations — Drug and Alcohol Testing under the Americans with Disabilities Act — The ADA and Medical Examinations — The ADA and Confidentiality of Medical Information — The ADA and Disability-Related Harassment — Summary of Vocational Rehabilitation Rights: Eligibility for Services — Summary of Vocational Rehabilitation Rights: Evaluations — Summary of Vocational Rehabilitation Rights: Individual Plan for Employment (IPE) — Summary of Vocational Rehabilitation Rights: Vocational Rehabilitation Services — Your Appeal Rights for Disputes about Vocational Rehabilitation Services — A Summary of Your Vocational Rehabilitation Rights: Assistive Technology and Services

The Center has six guides related to employment that have been translated into plain language to accommodate our clients who may have cognitive disabilities, have a seventh grade or lower reading level or difficulty with English. These guides are listed below:

— An Overview of the Employment Protections of the ADA — How to File a Charge When You’ve Been Treated Unfairly — Making Your Job Work for You — You Been Treated Unfairly at Work? — Getting a Job When You Have a Disability — How the ADA Protects Your Medical Information at Work

In addition to these six plain language guides, the Center also has eight other guides written in plain language including the new Alternatives to Guardianship manual published in May 2012. Fifteen of our guides have also been translated into Spanish. All of our guides are available on our website and in alternative formats by request. Our intake information materials have been translated into Spanish and are available at our conferences and trainings and on our website. We have also translated surveys, training materials, and grievance procedures into Spanish.

h. Alternative dispute resolutions:

The case of RG

RG is a 65-year-old man with orthopedic impairments and mental illness. His employment goal is to be a Horticulture Therapist, and VR had been assisting him with college classes to obtain the necessary degree to reach this goal. RG was injured in a car accident, and his ability to drive to classes was affected. VR agreed that the client could take online classes for a few semesters. This was going well except that it limited the number of classes he could take, causing his case to take longer to complete than expected. His Counselor, Supervisor and District Program Manager then determined continuing to provide services could put this client in harm’s way due to his health difficulties and decided to close his case. He disagreed with this decision, filed an appeal, and contacted CAP.

VR agreed to an informal review, and the client and CAP Advocate met with the Counselor and Assistant District Program Manager. The CAP Advocate and client presented information on his improved medical conditions, a list of medical treatments he was participating in for stability, and an updated educational plan for a certification program to assist in reaching his employment goal. The Assistant District Program Manager was impressed by the presented information and reversed the decision to close the case. The client will now receive an Assistive Technology evaluation and is planning on resuming classes in January 2013.

i. Systemic Advocacy:

The Arizona CAP has addressed the following issues regarding systemic advocacy:

VR staff’s continuing to leave the VR Program en masse

Possibly the most alarming systemic issue impacting VR is that VR employees have been leaving in the largest number ever in the history of this program. The number of VR counselors who have left this program in the last two years now numbers over 220. In the Phoenix metropolitan area, there are 11 VR offices. Nine of the supervisors from these offices have left within the last two years.

The staggering loss of staff means that VR is so short-staffed that those who remain are carrying the caseloads of two or three Counselors. Some Counselors have informed CAP staff that they have as many as 150 to 200 clients at one time. This, of course, means that clients are not receiving services in a timely manner. These overwhelming caseloads, along with so many other issues that the VR program is dealing with means that even more VR staff will be leaving.

CAP staff has spoken with many of the counselors who have left. They have informed CAP that the reasons for their leaving VR include the strict way policy enforces what services clients can receive. Also, administration itself does not communicate with these counselors. Counselors state they feel they are not valued.

Also, there are so many obstacles a VR counselor must encounter in order to attempt to provide services to clients. First is a confusing computer program called LIBRA. Counselors state that if an error is made while inputting information, a counselor can spend hours trying to figure out the problem. Also, counselors no longer actually provide services to clients themselves. There is another step before clients can be provided services, and this is a responsibility of individuals known as Program Payment Technicians (PPT’s).

Added to these obstacles is the procurement process. VR offices must get approval from the state for higher cost cases. CAP staff has been informed by counselors and clients that it can take months before services are provided.

Another reason counselors are leaving is because of the continued cutbacks made to the budget by the state of Arizona. These cutbacks include cuts in pay and reductions in benefits. Some of these benefits include incentives that VR staff used to receive for such items as being bilingual and working with special needs populations.

CAP staff has discussed this huge concern with RSA Administration. Although they are well aware of the issue, they do not have an answer on how to stop the ongoing mass exodus of VR counselors.

RSA has attempted to hire new staff; however, it has been very difficult to find qualified individuals to work in this field. Many of the counselors who have been hired either have little or no background in the VR program. There has been a revolving door with these new VR counselors. Most of these new counselors only stay with VR for a few months.

VR’s now policy oriented and not client oriented

With this current VR administration, policy has become the most important part of the VR process. VR counselors no longer make their own decisions about providing services to clients. It has become almost mandatory to check with policy staff before a counselor can make any progress on client’s case. There are many problems with policy becoming the standard. First, the individual who is now VR’s policy manager has only been with VR for less than five years. This individual has no background or experience working in the VR program. This individual is writing specific, ironclad policies that are making it very difficult for counselors to provide client services. With past administrations, counselors had the freedom to think outside the box and be creative in how to provide services.

CAP staff is very frustrated in trying to resolve issues on behalf of clients. Counselors always “have to check the policy” before making any decisions. The policy manager’s lack of experience, background and knowledge makes it difficult for counselors to provide services to clients. The new practice no longer addresses what services a client needs but what services can be provided according to a specific policy. Also, CAP staff is constantly being told by VR counselors that they receive changes in policy almost on a weekly basis. This causes confusion with counselors not knowing what services to provide and also causes frustration and uncertainty on what counselors are allowed to provide. Another critical concern is that VR administration is not providing public forums whenever they make changes to policy as per the Rehabilitation Act.

CAP staff has discussed this with VR administration in the past. To respond to our concerns, VR administration had only one public forum. There have been many changes in various policies throughout this year, but VR is still not providing public forums.

Relating to the systemic issue discussed previously, this problem is compounded by the fact that most VR counselors are also new to the program. Most of these individuals have little or no background or experience in VR. Therefore policy has become the main focus of this VR program to the detriment of clients being able to receive appropriate services.

Lack of communication from RSA administration with CAP, community partners and VR counselors.

Another major issue with this current VR administration is a continuous lack of communication. This issue is not only happening with CAP staff, but the CAP Director as a member of a Stakeholders Committee, has been informed by every community partner of VR that they also struggle with the lack of communication from the current VR administration. Community partners have stated that the RSA administrator is usually absent or late to meetings, which are mandatory for the administrator position.

This is a pattern that has also been raised by VR counselors themselves. CAP staff has been informed repeatedly by VR counselors that the administration does not communicate with them.

More critical is the fact that whenever serious issues occur within the VR program, CAP staff has tried to contact the administrator, either by phone or e-mail, and she does not respond to our communications. Instead of contacting CAP staff, this administrator will defer our issues to other members of her staff. A major part of the problem is that this administrator also has no background or experience in the VR program.

CAP staff is at a loss as to how to work with this individual. Because of the continuous lack of communication from the administration, the CAP Director, as a member of the Stakeholders Committee, had to meet with the Assistant Director of the Department of Economic Security (DES) that oversees the VR program.

j. Interesting cases:

The case of A. L.

A. L. has been a VR client for over 10 years. A.L. is an individual who is completely deaf. Because of the severity of his disability, it has been extremely difficult for A.L. to find an appropriate vocational goal. Although A.L. has been a client of VR for many years, because he could not find an appropriate VR goal, VR had only provided AL with minor assistance. Because he did not have a vocational goal, VR would not pay for A.L. to attend school. A.L. managed to obtain an Associates in Arts (A.A.) degree on his own. Because A.L. found it extremely difficult to find competent and consistent interpreters, he took over five years to complete this degree.

A CAP advocate had been assisting A.L. throughout these years in trying to find an appropriate VR goal. Unfortunately, some of the vocations A.L. was really interested in, such as working as an x-ray technician or fireman, were never going to be appropriate because of his profound disability of deafness. A.L. finally came to the decision to obtain a degree in Deaf Studies.

The Advocate was able to assist A.L. to have VR finally pay for him to attend a local university, and VR also agreed to pay for a Master’s degree. The CAP advocate was also successful in having VR pay for his client to have housing on campus and for both interpreting and tutoring services.

With the help of the CAP Advocate, after approximately 10 years of waiting for VR to provide services, A.L. is finally receiving appropriate services in what hopefully will be a successful vocational goal.

The case of C.M.

CAP staff assisted C.M., a 26-year-old man with Asperger’s syndrome. His employment goal is to be an ASL interpreter. His IPE was written to include obtaining an AA and BA necessary to be qualified for this goal. The client was from Prescott Valley, a northern Arizona town, where the ASL required classes were not offered. VR agreed to support his moving to Phoenix to take classes, and VR paid his rent in Phoenix. C.M. became ill from asbestos and asked to return to his hometown to complete his AA degree. C.M., his wife and small child would live with the client’s mother. VR agreed to the his moving back home. The living situation in the mother’s home quickly became unsuitable, and the client requested that VR pay for him to rent a place in the same town. VR was not automatically willing to do this and requested that the client provide them with medical documentation that living with the mother was causing serious psychological issues. C.M. was unable to obtain such documentation.

CAP interceded first in trying to get VR to assist the client with rent in his hometown. While living with his mother may not have caused serious psychological problems, it was affecting his school work. The client then proposed that he move back to Phoenix to complete both degrees there. VR was hesitant to this because of the already two failed living arrangements and moves. The second move to Phoenix was successfully negotiated by CAP after the client provided medical documentation he was now clear of the effects of asbestos and educational documentation outlining how he would complete both degrees in Phoenix. VR is now assisting C.M. with rent, maintenance, and any school services not covered by his Pell Grant. He is doing well in school.

k. On-line information/outreach:

The Arizona Center for Disability Law, the P and A which houses the Arizona CAP, has several websites. Consumers can visit the Arizona Center for Disability Law’s main website at Included on this site are descriptions of the CAP, the hours of the STAT intake lines, as well as all the CAP and ADA Guides. All self-advocacy guides are available on the website for immediate viewing and downloading. Our social networking sites provide information on trainings, outreach events, and other topics of vital interest to our clients. For fiscal year 2011, our website had 122,476 total hits.

During this fiscal year, the Center increased our presence on Facebook and Twitter social networking sites to keep our clients and the general public better informed. Our Facebook site now has 469 followers, increasing by 102 from our members at the end of last fiscal year. Our Twitter account has 148 followers —a 48% increase from last fiscal year, and we are following 177 individuals, agencies or organizations on Twitter. We are constantly researching innovative methods to get our message to the public who are interested in our services and programs and can further our goals throughout Arizona.

CAP staff strives each year to communicate with more clients and counselors through e-mail rather than phone or regular mail. Since many of our clients with disabilities, including a vast majority of clients who are deaf, prefer to use e-mail, our staff has found this to be an effective form of communication. In August 2012, Center staff created a new guide entitled, “The Duty of Public Entities and Public Accommodations to Provide Sign Language Interpreters and Other Accommodations,” and an accompanying two-sided brochure addressing when and how to provide sign language interpreters, both written in plain language.

Arizona’s CAP advocates and staff will continue to provide vital information and assistance to consumers through a variety of communication methods.



This Report is Complete and Correct.Yes
Date Signed:20-Nov-12
Name of Designated Agency Official:Peri Jude Radecic
Title of Designated Agency Official:Executive Director