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

California (CALIFORNIA DEPT OF REHABILITATION - CLIENT ASSISTANCE PROGRAM) - H161A120004 - FY2012

General Information

Designated Agency Identification

NameSheila Conlon Mentkowski
Address721 Capitol Mall
Address Line 2
CitySacramento
StateCalifornia
Zip Code95814
E-mail Addresssheila.conlon-mentkowski@dor.ca.gov
Website Addresshttp://www.dor.ca.gov
Phone916-558-5395
TTY 916-604-4970
Toll-free Phone1-800-952-5544
Toll-free TTY1-800-712-1085
Fax916-558-5391

Operating Agency (if different from Designated Agency)

NameSheila Conlon Mentkowski
Address721 Capitol Mall
Address Line 2
CitySacramento
Zip Code95814
E-mail Addresssheila.conlon-mentkowski@dor.ca.gov
Website Addresshttp://www.dor.ca.gov
Phone916-558-5395
TTY916-604-4970
Toll-free Phone1-800-952-5544
Toll-free TTY1-800-712-1085
Fax916-558-5391

Additional Information

Name of CAP Director/Coordinator
Person to contact regarding report
Contact Person Phone

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act8,133
2. Information regarding Title I of the ADA338
3. Other information provided3,721
4. Total I&R services provided (Lines A1+A2+A3)12,192
5. Individuals attending trainings by CAP staff (approximate)1,261

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)166
2. Additional individuals who were served during the year709
3. Total individuals served (Lines B1+B2)875
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. 149

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 favor310
2. Some issues resolved in individual's favor (when there are multiple issues)167
3. CAP determines VR agency position/decision was appropriate for the individual58
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)8
5. Individual chose alternative representation21
6. Individual decided not to pursue resolution71
7. Appeals were unsuccessful1
8. CAP services not needed due to individual's death, relocation, etc.6
9. Individual refused to cooperate with CAP28
10. CAP unable to take case due to lack of resources27
11. Other (please explain)

E. Results achieved for individuals

1. Controlling law/policy explained to individual379
2. Application for services completed.39
3. Eligibility determination expedited6
4. Individual participated in evaluation13
5. IPE developed/implemented90
6. Communication re-established between individual and other party100
7. Individual assigned to new counselor/office34
8. Alternative resources identified for individual40
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 under57
2. 22 - 40242
3. 41 - 64538
4. 65 and over38
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)875

B. Gender

Multiple responses not permitted.

1. Female414
2. Male461
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)875

C. Race/ethnicity

1. Hispanic/Latino of any race182
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native11
3. Asian34
4. Black or African American194
5. Native Hawaiian or Other Pacific Islander16
6. White387
7. Two or more races25
8. Race/ethnicity unknown14

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Blindness (both eyes)44
2. Other visual impairments39
3. Deafness26
4. Hard of hearing26
5. Deaf-blind4
6. Orthopedic impairments162
7. Absense of extremities0
8. Mental illness269
9. Substance abuse (alcohol or drugs)5
10. Mental retardation20
11. Specific learning disabilities (SLD)64
12. Neurological disorders22
13. Respiratory disorders6
14. Heart and other circulatory conditions12
15. Digestive disorders3
16. Genitourinary conditions0
17. Speech Impairments2
18. AIDS/HIV positive15
19. Traumatic brain injury (TBI)34
20. All other disabilities121
21. Disabilities not known1
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)875

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program226
2. Clients of VR Program639
3. Applicants or clients of IL Program1
4. Applicants or clients of other programs and projects funded under the Act9

F. Source of individual's concern

Multiple responses permitted.

1. VR agency only651
2. Other Rehabilitation Act sources only17
3. Both VR agency and other Rehabilitation Act sources137
4. Employer5

G. Problem areas

Multiple responses permitted.

1. Individual requests information134
2. Communication problems between individual and counselor135
3. Conflict about services to be provided411
4. Related to application/eligibility process118
5. Related to IPE development/implementation103
6. Other Rehabilitation Act-related problems27
7. Non-Rehabilitation Act related3
8. Related to Title I of the ADA3

H. Types of CAP services provided

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

1. Information/referral99
2. Advisory/interpretational481
3. Negotiation127
4. Administrative/informal review24
5. Alternative dispute resolution10
6. Formal appeal/fair hearing0
7. Legal remedy0
8. Transportation0

Part III. Narrative

Narrative

Part III. Narrative

Client Assistance Program Annual Report October 1, 2011, to September 30, 2012

A. Type of Agency Administering Program:

The Client Assistance Program (CAP) is mandated by Section 112 of the Federal Rehabilitation Act of 1973, as amended (29 USC 701 et. seq.). The Act requires the Governor of each State to designate a specific agency to receive Client Assistance Program funds. In California, the designated agency is the State of California, Department of Rehabilitation (DOR). The Client Assistance Program is internal to the DOR. The California CAP continues to utilize the state public contracting process to award contracts to community-based non-profit organizations for the provision of CAP services. This is in accordance with the California Public Contract Code, in which every three years, a competitive application process must be implemented by DOR to solicit and select contractors who will serve as community based CAP providers.

The CA DOR issued a CAP Request for Proposal in the spring of 2011, soliciting Requests for Proposals (RFPs) from community based organizations to provide CAP services in DOR districts throughout the state. The RFPs submitted were evaluated and scored with DOR posting a “Notice of Intent to Award” to Disability Rights California for all 10 CAP Service areas in California. The other incumbent CAP Contractors utilized the state protest procedure which caused all the CAP contracts to be extended temporarily until an administrative law judge (ALJ) ruled in the matter. As of September 30, 2011, the CA CAP had completed the third and final year of this three year contract cycle. However, due to the CAP Protest, these contracts were temporarily extended for a six month period on a month to month basis, awaiting the ALJ decision. The ALJ rendered his decision at the end of October 2011 upholding the DOR Notice of Intent to Award to Disability Rights California which had secured the highest score in all of the RFPs submitted.

The CAP Contracts were carried out by incumbent Contractors for a three month period from October until December 2011. The new CAP Contracts with Disability Rights California became effective 1/1/2012. The incumbent CAP contractors sent letters to all consumers with open cases with a Release of Information form they could use to sign and return to the contractor to have their case transferred to the new CAP contractor.

B. Sources of Funds:

Funds expended in the provision of services to persons eligible for CAP are federal 112 funds only. The Act provides for a one year roll over of unused funds. The DOR has administered the program within its federal 112 budget and will utilize the roll over provision to fully expend all CAP funds. No state general funds or other moneys were used.

1. Federal funds: FY 12 $1,329,061 FY 13 $1,406,856

2. State funds: FY 12 $0 FY 13 $0

3. All other funds: FY 12 $0 FY 13 $0

C. Budget:

See attached Appendix I for the specific budgets for FYs 2012 and 2013 showing expenses by line item. Note that the CAP Advocate contracts are administered on a federal fiscal year basis while the DOR’s spreadsheet displays expenditures on the state fiscal year basis, from July 1 through June 30.

D. Number of Person Years:

There is one Full Time Equivalent (FTE) staff housed within the DOR as a state employee who performs the administrative functions of the CAP program daily. The CAP Chief monitors and tracks monthly and quarterly statistics from the CAP Advocate contractors; reviews, approves, and processes CAP Contractor monthly invoices, reviews and inputs monthly data reports from the Advocates, and conducts other administrative tasks related to the statewide CAP program operation. The CAP is housed in the DOR’s Independent Living and External Affairs Division (ILEAD), led by the Deputy Director. Some clerical assistance is provided by two Office Technician positions in the ILEAD as needed.

There were an additional 19.85 FTE positions housed in nine community based organizations under contract to the DOR from October through December 2011. As of January 2012, there were 10 part-time or 8.5255 person years in DCR CAP contract locations. See the attached budget sheets for an exact listing of positions by contractor location and funding..

E. Summary of Presentations Made:

CAP Advocate staff provided presentations to numerous individuals at local community agencies, student disabled services at local community colleges, two year and full four year colleges, rehabilitation programs, and independent living centers. Every CAP Advocate also contacts agencies and organizations providing services to persons with disabilities in his or her own catchment area to explain the services available through the Client Assistance Program.

As of January 1, 2012, the DOR CAP contract became effective with Disability Rights California (DRC) for the entire state by DOR districts. DRC outreach efforts statewide have been directed toward meeting with DOR staff in the districts to introduce DRC CAP contractor staff and open the lines of communication between DOR and DRC CAP. Outreach has also been conducted with Independent Living Centers (ILCs) and other Rehabilitation Act partners to network and expand on established relationships. Trainings have been conducted to educate DOR consumers and applicants from underserved communities and other disability constituency groups about the DRC CAP as well as services and supports available through DOR. Throughout the reporting year, the following presentations were made. Since the CAP contracts were split during the year, this section of the report will be broken in to the 3 month October through December 2011 First Quarter reports from all the CAP Contractors. The second part of this narrative report will be Disability Rights California (DRC) for the remainder of the reporting year, January through September 2012.

Disability Rights California (DRC)(Area 1 Northern Sierra):

During the first quarter of the reporting year, DRC in Northern Sierra, provided six CAO outreach events between October 2011 and December 31, 2011. The outreach events included five booths at community resource events and one substantive training on the vocational rehabilitation process, the DOR, and the CAP to community agencies that provide services to individuals with disabilities.

The training or presentations were as follows. A training sponsored by Family Soup was provided to 12 monolingual Spanish-speaking parents and students. Family Soup is a community support and resource advocacy group that provides services to the Latino community. The presentation and materials were provided in Spanish, the latter by a DRC bilingual employee who provided the English/Spanish interpretation at the training.

The resource booths were the 25th Annual Supported Life Conference; the 7th Annual Bi-National Health and Wellness Fair; Celebrate Sacramento South; and the DSIA 7th Annual Walk, and Health Education Resource Faire. Approximately 405 individuals attended these outreach events.

Further outreach events during this first quarter were 110 CAP brochures were distributed (25 in Spanish) at legal clinics, in DOR offices and to service providers in Area 1. Twelve (12) DOR manuals were distributed to clients and client applicants who had direct contact with the DRC CAP advocates.

First quarter reports, October- December 2011 for the other CAP Contractors:

Disability Services and Legal Center (DSLC), Redwood Empire District:

Attended the ADA Transition Planning meeting in the City of Santa Rosa. Participated in the Sonoma County Vet Connect and a bi-monthly resource fair provided by the Sonoma County Corrections Department. Hosted a focus group in partnership the Sonoma County Area agency on Aging. The purpose of this focus group was to provide the agency with input from people with disabilities living in their county. Trained a group of supportive employment professionals about SSA Work Incentives.

Resources for Independence, Central Valley (RICV), San Joaquin Valley District:

Held two presentations to 26 students at the Social Work program from California State University Fresno and to 6 staff members at the Community United by Empowerment (CUBE) in Merced. Attended and handed out flyers and brochures at the Valley Deaf Festival, Fresno.

Outreach happened and are listed below:

All the DOR units in the San Joaquin Valley District Second Annual Youth Transition Conference, Fresno Catch a Special Thrill (CAST), Fresno Barrier Awareness Day, Visalia Bringing Broken Neighborhoods back to Life, Fresno Elder Abuse Prevention Roundtable, Fresno

Access to Independence of San Diego (A2i), San Diego District:

Presentations were made at 6 DOR Orientations; One community college employment opportunities class; one high school, special education program; and one Jobtober Fest (job fair)

One hundred and ninety-eight (198) individuals were outreached to this quarter. The CAP Advocate continues to sit on the Advisory Board for the Sycuan Inter-Tribal Vocational Rehabilitation (SITVR). As an advisory board member, the CAP advocate from A2i was able to assist with the development of new guidelines and application that are now being used for this program. One hundred and ninety-two (192) CAP brochures were provided at DOR offices and Institute for Effective Education. A2i, Inland Empire District:

CAP provided a presentation to 9 individuals at the ARC of Imperial County. A similar presentation was provided at ARC of El Centro with 6 participants in attendance. CAP attended and participated in the Farm Worker Services Coalition of Imperial County. CAP attended and participated at the Farm Workers Appreciation Breakfast held at the Calexico One Stop Business and Employment Service Center at Calexico, CA.

Four hundred (400) English brochures and seventy-five (75) Spanish brochures were disseminated at the following locations in the service area: Public Authority Department, El Centro, CA DOR offices in El Centro, Ontario, and Riverside. Brochures were also disseminated at the Calexico One Stop Business and Employment Center at Calexico

Center for Independent Living, Berkeley, Greater East Bay District:

Two hundred and fifty (250) brochures were distributed to the following locations: CIL lobby in Berkeley CIL lobby in Oakland Alameda Jr. College’s Disability Awareness Day

Dayle McIntosh Center for the Disabled (DMC): Two hundred and fifty (250) CAP brochures were distributed in the service area.

Independent Living Center of Southern California (ILCSC), Van Nuys/Foothill and Santa Barbara Districts:

Twenty (20) English and ten (10) Spanish CAP brochures to each DOR office in the districts served Family Source Center, Van Nuys, five (5) Spanish and ten (10) English brochures.

Center for Independence of the Disabled (CID) San Francisco and San Jose Districts: CAP brochures in English and Spanish were sent to DOR offices in the service area, San Jose, San Francisco, and San Mateo.

During the remainder of the reporting year, January 2012 until September 2012, the DRC CAP provided the following presentations and outreach as listed:

A statewide total of 355 outreach and training events reached 13,906 individuals during the fiscal year, including approximately 975 DOR staff throughout the state. CAP staff outreach efforts statewide have been directed toward: (1) meeting with DOR staff to introduce Disability Rights California staff and open the lines of communication between DOR and CAP; (2) meeting with Independent Living Centers (ILCs) and other Rehabilitation Act partners to expand on established relationships; and (3) training and educating DOR clients and applicants from underserved communities and from other disability constituency groups about the CAP program, as well as services and supports available through DOR. Outreach summaries are available as a separate list on request.

CAP Advocates are provided on an ongoing basis with the DOR’s various grant and funding notices and program information to enhance and enable the DOR’s consumers’ and potential applicants’ training opportunities and employability. The CAP Advocates also perform ongoing outreach with these DOR funded programs so that these partners continue to be aware of the availability of CAP services for their consumers.

F. Involvement with Advisory Boards: CAP participates in advising the DOR’s State Rehabilitation Council (SRC) on its proposed state plan through ongoing CAP representation on the State Rehabilitation Council (SRC) through the Governor’s appointment of Andrew Mudryk of Disability Rights California (DRC) as the California CAP representative to the SRC. The DOR held several State Plan hearings in 2012 and solicited input from various constituents including CAP Advocate contractor staff. The DOR CAP Chief was also provided with the opportunity to review the DOR’s draft State Plan and submit input as well.

Mr. Mudryk conducted an outreach to the Statewide Independent Living Council to discuss DRC’s CAP work as well as an outreach to the State Rehabilitation Council. Mr. Mudryk participates on the State Council on Developmental Disabilities’ Employment First Committee, of which DOR is also a member. DRC’s Executive Director, Catherine Blakemore, is a member of the State Council on Developmental Disabilities.

CAP Advocates are invited to attend trainings in DOR districts when available.

G. Outreach to Unserved/Underserved Populations:

DRC CAP staff throughout California focused resources on outreach to underserved communities and communities of color. Approximately one-third of the total number (355) of outreach and training events identified in subsection (e) above were provided specifically to underserved populations. California is a diverse state in terms of ethnicity and socio-economic status.

Each CAP advocate in conjunction with a DRC regional office (San Diego, Los Angeles, Sacramento/Fresno, and Bay Area) determines the predominant ethnicities in the region, and sets goals to reach out to those populations through outreach efforts, so that our intake/case numbers more closely match the actual percentage of ethnicities in a given region. Many of our publications have been translated into Spanish and several predominant languages in each Area, see our website link: http://www.disabilityrightsca.org/about/cap.html and http://www.disabilityrightsca.org/issues/employment_pubs.html.

A few examples of outreach events targeting underserved communities are as follows:

CAP Provides Information to Underserved, Homeless Community: CAP advocates provided information about DOR services and supports available to assist people with disabilities to return to work at an event held by a local homeless shelter program. This program provides transitional housing, homeless prevention services, meals, and healthcare to the individuals it serves. In response to a task force finding that the rate of homelessness in the City of San Diego had risen 19% in 5 years, this program is encouraging participants to return to work. CAP staff provided the participants at the event information about the DOR application process, eligibility requirements and services and supports available once eligible, as well as information about the CAP program.

CAP Attends Education Summit: CAP staff attended an education summit for transition-aged youth with disabilities, which attracted over 300 high school and college students, many from monolingual non-English speaking communities. CAP staff spoke to 13 students about the CAP program and gave them CAP brochures.

CAP Conducts Outreach and Intake at Women’s Resource Fair: About 500 ethnically-diverse homeless and abused women and children from San Diego County came to the Civic Center to attend the Women’s Resource Fair. Services available to attendees included free medical and dental exams, free legal services, free psychological counseling, information booths about social services from government and non-profit providers, and employment and career information. DRC’s CAP staff participated in two areas of the fair: (1) a booth in the employment section of the fair providing information to all attendees about DRC’s CAP program and how to apply for DOR services; and (2) a free legal clinic where staff advised participants on issues including employment discrimination, returning to work and resources available through the DOR.

Education Summit for Asian Pacific Islander Students: This event hosted 200 people, mostly transition-age students from the Asian/Pacific Islander Community. A CAP advocate provided an information booth where attendees were able to obtain brochures about the CAP program, DOR, and DRC programs. They were also able to ask questions and receive general information on how to get assistance as a student with a disability and were informed on how to apply for services and access assistance regarding CAP, DOR, higher education, and employment.

Southwestern College Community Advisory Committee, CAP Presentation: CAP advocates attended Southwestern College Community Advisory Committee (SWAC) on April 17, 2012 in Chula Vista. The Committee is composed of college staff and agencies who work with adults of diverse disabilities and cultures. A majority of students attending Southwestern College are Latinos. CAP staff provided information about CAP and DOR services. CAP staff provided CAP brochures and exchanged business cards with other committee members.

Epilepsy Alliance of Orange County at Children’s Hospital of Orange County (CHOC): CAP staff conducted a Spanish introduction of CAP advocacy services to the Latino community of the Epilepsy Alliance of Orange County at a CHOC Clinic. CAP staff discussed the services offered by DOR and CAP. Of particular interest to this population was the role DOR played in the special education transition process of the Individual Educational Program.

CAP Trains Individuals at the Blind Enterprise Youth Employment Program CAP staff presented VR and CAP information to 15 students who are blind or visually impaired who participated in the Blind Enterprise Youth Employment Program sponsored by DOR and the Sacramento Society for the Blind. The goal of the program is to introduce employment and/or self-employment as viable options as students transition from high school and/or college. The students were provided with information about the VR process and learned about services DOR could provide to help them reach their vocational goal. The training was focused on transition services, the difference between an educational and vocational goal, what is meant by informed choice, and comparable benefits and services. The students were informed of the role of CAP in the rehabilitation process and the CAP’s purpose of ensuring that their rights are protected while receiving services from DOR. The students were provided CAP brochures in Braille, as well as the DOR and CAP website addresses.

CAP Provides Training to Native American Individuals with Disabilities CAP staff trained approximately 10 Native Americans at the Washoe Native TANF program. Families in attendance learned about services available from DOR. The training focused on eligibility issues in the VR process, informed choice, the employment versus educational goal and comparable benefits/services and the role of CAP in the rehabilitation process. Families that attended stated that they really appreciated the training on DOR services and the role CAP plays in assuring that clients’ rights are protected. CAP advocates provided CAP brochures to the families that came to the program.

Southern California Latino Conference, CAP Presentation: CAP advocates provided training to participants of the Southern California Latino Conference regarding CAP services. Parents of students with disabilities in transition attended the training, as well as current DOR clients and former DOR counselors. CAP advocates provided a PowerPoint presentation and a quiz to facilitate the learning process. Attendees asked many questions and were very interested in the CAP program.

The DOR Consumer Information Handbooks are available online at the DOR website, http://www.dor.ca.gov/public/forms.htm in English, Spanish, Armenian, Cambodian, Cantonese, Tagalog, Vietnamese and Korean in PDF, DOC, and RTF formats. The English and Spanish version of the handbooks are provided on a continuous basis to the CAP Advocate contractors as part of their CAP outreach effort from the Central Office CAP Chief on as on need basis. The section in the DOR handbook related to CAP has a space for insertion of labels or business cards containing contact information for the local CAP Advocate contractor along with the Central Office CAP contact information. These materials are also available in alternative format upon request by the consumer or applicant.

H. Alternative Dispute Resolutions:

The California CAP Advocates handled a total of 875 cases during the reporting year. Ten cases used Alternative Dispute Resolution.

I. Systemic Advocacy:

CAP did not file class actions during the reporting period.

DRC CAP advocates and DRC’s managers attended numerous DOR-sponsored meetings and have met with approximately 975 DOR staff statewide throughout the fiscal year (January through September 2012) in an effort to apprise DOR staff about client concerns, as well as to open lines of communication with DOR staff so that client concerns could be appropriately addressed. These meetings provide an opportunity to share issues involving representation and assistance of DOR clients and client applicants, and will continue in future contract years.

Some of the issues raised by DOR staff include inquiries into how DRC handles clients with challenging behaviors or who require mental health treatment; how DRC addresses clients who are not meeting program requirements and goals in a timely fashion; and basic questions about how DRC CAP advocates will communicate with DOR staff through the duration of a case.

DRC CAP staff members in some Districts/Areas are included on the agenda for the District Administrator’s regularly-scheduled meetings, as appropriate, to discuss concerns raised by clients or applicants and other systemic barriers. This forum allows for the presentation of client concerns and is useful for the Department, as DOR staff have reported back to CAP advocates. In certain districts, DOR staff found presentations helpful and asked DRC CAP staff to return for further training.

DRC CAP staff participated in DOR’s 2012 State Plan Hearings and provided input into the importance of: reaching underserved communities; DOR’s goal of consumers achieving quality employment outcomes through DOR services; DOR’s goal, as a model employer, of placing a high emphasis on inclusion of people with disabilities in its definition of a diverse workforce and on the provision of reasonable accommodations to employees who need them; DOR’s strategy of using assistive technology services at each stage of the rehabilitation process; and DOR’s efforts to make employment the first and desired outcome for people with all disabilities, including developmental disabilities.

Monitoring DOR forms provided to DOR applicants and consumers.

CAP Advocates also continue to monitor DOR forms to ensure the information related to CAP is correct. DOR staff also share on an ongoing basis, form revisions or drafts with the Central Office CAP Chief to ensure accuracy in the information pertaining to CAP on the DOR drafts or revisions.

J. Interesting Cases:

Through CAP assistance and/or intervention, consumers were able to achieve the following:

CAP and DOR Agree on Services to Assist Client with Underwater Welding Employment Goal

K.V. contacted the CAP advocate regarding the provision of tools for his employment outcome of becoming an underwater welder. In K.V.’s IPE, DOR had funded K.V.’s certification program so that he could become certified as an underwater welder as well as agreeing to provide funding for equipment so that he could begin working in his chosen field of study. Although K.V. was working as a deck hand for an underwater welding company, he was unable to obtain employment as an underwater welder without the proper equipment to do the job.

The CAP advocate requested records from DOR, reviewed his case file, and found that the IPE reflected DOR’s commitment to fund tools for K.V. upon completion of his certification program. In the case notes drafted by his Rehabilitation Counselor and multiple e-mails among DOR staff, it was clear that DOR had agreed to provide the tools and had a list of equipment necessary for an entry-level position in underwater welding. In the course of collecting relevant information regarding K.V.’s DOR case, the CAP advocate spoke to the Rehabilitation Supervisor regarding the non-provision of equipment. DOR requested information from K.V. regarding his current employment status so that they could verify that he was ready to begin employment as an underwater welder upon receipt of his tools. K.V. provided CAP with the information requested by DOR and information on the business certificate of the underwater welding company where K.V. was employed. After receiving the requested information from K.V., the Rehabilitation Supervisor approved the purchase of equipment through the procurement office so that K.V. could begin working as an underwater welder.

Implementation of IPE to Pursue an Employment Goal of Surgical Technologist

E.D. contacted the CAP advocate after DOR had suspended services which included the funding of a private certification program so that he could pursue his employment goal of Surgical Technologist. The CAP advocate requested records from DOR, reviewed his case file, and found that the IPE reflected an employment goal of Surgical Technician and the provision of services to be funded by DOR were: occupational skills training, counseling, and dental services.

Although E.D. had participated in a psychological assessment requested and funded by DOR and had agreed to attend six sessions of therapy as recommended by the assessor, DOR had not completed the authorizations for the six therapy sessions due to a lack of assessors willing to provide such therapy at the DOR rate of pay. After speaking with the CAP advocate, DOR agreed to implement E.D.’s IPE and fund the surgical technologist program. D.E. is currently enrolled in a surgical technology program and is pursuing his dream of becoming a surgical technologist.

Consumer with Traumatic Brain Injury Succeeds in Funding of a State Certificate Program

N.G. contacted the CAP program regarding a denial of funding for educational training as a state certified court interpreter. N.G. had met with his Rehabilitation Counselor (RC) soon after being found eligible for vocational rehabilitation (VR) services and requested funding to become a court interpreter. However, N.G.’s RC did not agree with his choice of employment goal due to the results of a neurological evaluation and the RC’s belief that the client did not have the capacity to succeed at his goal of court interpreter. N.G. refused to sign his Individual Plan for Employment (IPE) due to the disagreement.

The CAP advocate reviewed the neurological assessment used to deny N.G.’s participation in the training program, which did not include current and previous relevant medical information available from N.G.’s treating neurologist at a rehabilitation center that N.G. had been attending for three years after sustaining a brain injury. The CAP advocate discussed these findings with DOR and noted that state and federal regulations require that DOR request all available medical documentation when determining eligibility and the provision of services. The CAP advocate suggested that N.G. be allowed the opportunity to take the program entrance screening. After considering the CAP advocate’s findings and recommendation, DOR agreed to fund N.G.’s certificate program at a local state university extension program contingent on N.G. passing the screening exam required for admission to the program. N.G. passed the screening and was accepted into the interpreter program. N.G.’s IPE specified that DOR agreed to fund tuition, books, supplies, physical restorative services (an optometric evaluation and glasses), reimbursement for the screening fee, and fees associated with three required state examinations. N.G. likewise agreed to maintain passing grades in all classes, report any issues that may get in the way of progress towards certification, and provide DOR with a list of books and supplies before each semester. N.G. is expected to complete the program in 2014.

C.R. Obtains Needed Dental Services

DOR client C.R. contacted CAP because he had been experiencing chronic pain and infection in his mouth for several months, which resulted in him not being able to fully participate in DOR services The CAP advocate provided information to DOR as to how C.R.’s unaddressed need for dental services was a barrier to employment. The comparable benefits available through DOR only included tooth extraction. However the tooth was in the front of C.R.’s mouth, so a tooth extraction would likely further impact his ability to interview and participate in a job search. DOR agreed to provide emergency dental services and referral to a specialist in order to address C.R.’s dental needs without having to remove the tooth, leaving C.R. to pursue his employment goal.

Homeless Client with Hearing Loss is Reconnected with DOR

D.V. is a homeless man in his 50s with a hearing loss. D.V. contacted CAP because he had applied for DOR services, but had never heard the outcome since he did not have a fixed address and found it difficult to use a phone. CAP contacted DOR staff on D.V.’s behalf and determined that DOR had accepted D.V., but had been unable to reach him. CAP confirmed that D.V. needed to contact DOR to set up an appointment to develop his IPE. CAP advised D.V. that he needed to check in regularly with DOR since he does not have an address and is not easily reachable. CAP also gave D.V. information about the IPE development process.

Successful Development of IPE to Pursue Career in Software Development and Robotic Assistive Technology Devices

J.D., who has several years of experience in computer programming administration and technology design, had a DOR employment goal of software development and robotic assistive technology devices. DOR had closed J.D.’s case because his chosen employment field is highly specialized, which presented particular challenges in identifying a title and labor market surveys to develop the IPE. CAP represented J.D. in both informal negotiations and at mediation with DOR to address the attempted closure of his DOR case. CAP and DOR reached a favorable outcome for J.D. at mediation that resulted in his case being reopened, including DOR’s agreement to approve a plan for J.D. to obtain a master’s level degree in assistive technology.

DOR Reverses Ineligibility Determination of M.B.

M.B., a person who has a spinal cord injury and is unable to sit or stand for any significant period of time, contacted the CAP advocate after he had received a closure notice that indicated that he could not benefit from VR services.

After reviewing the DOR records, the CAP advocate found that M.B. had participated in a 5-day work assessment to determine readiness for employment, which indicated that M.B. had successfully completed the evaluation, was eligible for employment, had cognitive aptitudes in the average to above average range, was able to work independently, and got along well with peers. The assessment also indicated that M.B. would most likely require accommodations in the work place and recommended an assistive technology assessment for a computer and customized chair. Despite these recommendations, DOR closed M.B.’s case without holding a meeting with the consumer to discuss the results of the work evaluation and DOR’s reasons for closing the case and finding M.B. ineligible.

The CAP advocate met with the DOR supervisor who found M.B. eligible and agreed to re-open the case and draft an IPE. The CAP advocate further advised M.B. regarding the IPE process and his rights to supports and services. M.B. plans to participate in an on-line educational program to be an accountant, which would allow him to work from home while engaging in competitive employment.

P.T. Succeeds in Moving Small Business Plan Forward with DOR

P.T. contacted CAP because the development of her Small Business Plan was at a stand-still. P.T. had submitted a Small Business Plan for review by DOR’s small business consultant in late 2011. Six months later, P.T. had not heard back from her counselor or the small business consultant. CAP contacted the counselor to inquire regarding the progress of P.T.’s case. The counselor explained that P.T.’s case had not yet been referred to the small business consultant. The counselor made assurances that an appointment with the consultant would be set up within a week. A month later, P.T. reported that she had finally had a meeting with the small business consultant and she was continuing to develop her small business plan.

DOR Agrees to Fund Client’s Self-Employment Plan

C.D. had an agreement with DOR to fund a self-employment plan and DOR agreed to amend the client’s IPE to self-employment if she submitted a business plan and if it was approved by the DOR business consultant. DRC staff directed C.D. to work with the local Small Business Administration on her business plan. Once she completed her business plan, the CAP advocate, C.D., DOR, and the business consultant met to review her plan. The consultant requested the client obtain additional information regarding the local need for the type of business C.D. proposed. The consultant also requested a clear itemization of everything C.D. proposed that DOR fund. Under state regulations, DOR can fund for “usual and customary initial costs typically required for establishing similar small businesses.” C.D. obtained the necessary information and submitted the information to DOR. The business consultant found C.D.’s self-employment plan to be feasible. DOR agreed to amend the IPE to reflect C.D.’s goal of self-employment and to fund the initial costs required for her self-employment business.

Successful Facilitation of Communication Between S.R. and DOR Regarding Out-of-State Training

DOR client S.R. contacted CAP after DOR had denied funding for out-of-state training at a school for people with deafness and hearing loss in Washington D.C. S.R. explained that her DOR counselor was no longer supporting her decision to attend an out-of-state school and that her counselor was requiring her to seek services from the vocational rehabilitation agency in Maryland. CAP contacted S.R.’s DOR counselor and learned that the counselor was not denying S.R. out-of-state training, nor was she requiring S.R. to seek services from the VR agency in Maryland. The DOR counselor explained that S.R. misinterpreted some e-mails and that she was in the process of transferring S.R. to a DOR counselor in a different District office who was in charge of clients who attend out-of-state schools for individuals who are deaf or hard of hearing. The CAP advocate explained this information to S.R. and ensured that she had successful communication with the new DOR counselor.

Client Obtains Individual Computer Lessons

A DOR Client contacted the CAP Advocate and stated that she did not know whether her DOR case was still open or had been closed. She had attempted to contact the DOR counselor various times, had not received a response, and had not received services.

The CAP Advocate contacted the DOR counselor, obtained the consumer’s DOR record, and set up a meeting to discuss the Client’s IPE and DOR services. At the meeting, the Client, who has mobility impairments in one of her hands, expressed that she needed computer classes on an individual basis. She needed to learn how to use a computer and how to operate a computer application, - Dragon Speak, which had been purchased by DOR on her behalf. As a result of the meeting, DOR provided six hours of individual training to use this program. The Client completed the individual training and continues to work with DOR toward her employment goal.

Client to Receive Funding for a Teaching Credential Program from DOR

DOR client K.D., whose employment goal was to become a secondary school teacher, contacted the CAP advocate after DOR had denied her request for the funding of a teacher’s credential program. Although DOR had funded her Bachelors of Science Degree, which she obtained, DOR had denied the funding of her teacher’s credential on the basis that the employment goal of “secondary school teacher” was no longer marketable. The CAP Advocate opened a brief service case, contacted the DOR counselor, and requested K.D.’s DOR record. The CAP Advocate advocated on behalf of - K.D. that state regulations specifically state that training services must prepare a client with the skills and abilities necessary to be a competitive candidate for suitable employment at the entry level. For example, if the vocational goal is educator, the training would consist of a bachelor’s degree and a teaching credential, but not a master’s degree. Client was able to show that an entry level secondary school teacher position required a credential certificate. DOR approved the funding for the teacher’s credential program.

Client’s Case Closure Resolved and Case Reopened

DOR client R.P. contacted CAP because she was concerned that her case with DOR would be closed because DOR was stating that she was unable to benefit from DOR services. R.P. had attended a trial work program, and the program’s report indicated that R.P. exhibited inappropriate workplace behavior and that she was not employable. R.P. did not understand the purpose of the trial work program and therefore was frustrated because she believed that the program was inappropriate and too basic considering her skill set and her occupational goals.

CAP Advocates attended a meeting with R.P. and her DOR counselor and Rehabilitation Supervisor. R.P. and DOR came to an understanding about the purpose of the trial work assessment and appropriate workplace behavior. At the meeting, DOR agreed to not close R.P.’s case, and that it would provide R.P. with an opportunity to pursue a 3-month volunteer position as a trial work experience so that she could demonstrate her ability to benefit from DOR services.

Client’s DOR Services Successfully Extended

L.Z., a student with schizophrenia attending a state university, who was studying to obtain his bachelor of science in computer science, contacted CAP after he took a medical withdrawal from his spring semester due to medication side effects. When L.Z. initially informed DOR of his need to withdraw, DOR was not able to commit to additional funding. The CAP Advocate worked with the L.Z.’s DOR counselor to draft an amended IPE that extended his services and funding through an additional semester.

Licensure Funding Obtained for Employment Goal

T.M. requested services and supports from DOR to obtain her cosmetology license to pursue her goal of working as a sales representative for cosmetology products. T.M. had previously attempted and failed the licensing exam since she had not received necessary accommodations in preparation for the exam. T.M. sought funding for an exam tutor, exam fee, exam supplies, and travel to the exam. With the assistance of the CAP Advocate, who provided a list of the specific requests to DOR, an IPE was drafted, approved, and signed, providing T.M. with the necessary funding.

Client will obtain Effective Tutoring Services

R.L., who was attending community college pursuant to her occupational goal, contacted CAP because she was concerned that her case with DOR would be closed due to non-compliance. Although R.L. had agreed in her IPE to maintain a grade point average (GPA) of 2.0, her GPA had dropped below 2.0. R.L. indicated that her grades were poor during the previous semester because the tutoring services she had received through DOR were inconsistently provided.

A CAP advocate attended a meeting with R.L., her DOR counselor, and the counselor’s supervisor. During the meeting, R.L. informed her counselor about the issues she had been having with her tutor and that she would be able to complete a class, in which she had received an incomplete, and raise her GPA, if she had appropriate support from a tutor. DOR agreed to provide tutoring to support R.L. in making up the work necessary to receive a grade in the course so that R.L. could continue working toward completing her degree.

K. On-line Information/Outreach:

The DOR has a web page which can be found at www.dor.ca.gov and is monitored and updated monthly as necessary. When this DOR web page is accessed, viewers can scroll through this home page to see its various categories. The CAP information is found under the heading of “Assistance to Current Consumers.” A fact sheet outlining the CAP services is available with the Central Office CAP contact information, the local CAP contractor listings with addresses, telephone numbers, and email addresses or web page addresses, if applicable. These are updated when changes are needed. Presently, as of January 1, 2012, DRC CAP information is on the DOR CAP website.

This CAP Fact sheet is reviewed on a regular basis by the Central Office CAP Chief to ensure accuracy in area codes, contact information, and other changes that may be required. The DOR does not currently have a formal system of tracking ‘hits’ to its web pages.

The DOR website also enables individuals who access the CAP website to send email directly to the DOR Central Office CAP. Approximately 250 email messages were received in the past fiscal year from individuals seeking information related to the nearest DOR office or CAP location.

DRC CAP, as of January 1, 2012, has DRC CAP information available on its website at http://www.disabilityrightsca.org/about/cap.html and Spanish at the following link: http://www.disabilityrightsca.org/espanol/about/CAP.htm

The sites provide CAP related publications in various languages, links to DOR’s website and application process, and information about DRC’s own grievance process. For the fiscal reporting year, the following statistics apply to DRC’s website:

CAP page (English) 590 unique hits CAP page (Spanish) 28 unique hits Homepage hits in English (because CAP is featured on the DRC homepage) 57,923 Unique hits Searches for CAP: 62 Searches for Client Assistance Program: 15 Searches for job: 35 Searches for employment: 35 Searches for DOR: 14 Searches for Department of Rehabilitation: 22

DRC CAP has completed six fact sheets on various issues impacting individuals who are client or applicants of DOR as follows:

1. The Individualized Plan for Employment (IPE) 2. Reasonable accommodations in the workplace 3. Eligibility for Vocational Rehabilitation Services 4. Rehabilitation Services and Comparable Benefits and Services 5. What are my rights to accommodations in higher education? 6. The Americans with Disabilities Act and Employment

DRC CAP has also updated and edited its Vocational Rehabilitation Manual. Copies of these publications are available at the following website link: http://www.disabilityrightsca.org/about/cap/html Translation into other languages will occur in the next fiscal year.

CALIFORNIA DEPARTMENT OF REHABILITATION CLIENT ASSISTANCE PROGRAM CALIFORNIA DEPARTMENT OF REHABILITATION CLIENT ASSISTANCE PROGRAM 2012 FFY Actual and 2013 FFY Estimated Expenditures DESCRIPTION 2012 FFY 2013 FFY PERSONAL SERVICES: Permanent Positions 1.0 1.0 Wages and Salaries $96,841 $119,427 Benefits $42,440 $55,999 Total, Personal Services $139,281 $175,426 OPERATING EXPENSES: General $65 $1,107 Communications $2,811 $2,780 Postage and Printing $- $650 Travel $- $5,203 Training $- $600 Facility Operations $16,759 $14,240 Equipment $- $- Overhead $99,784 $92,492 Consultant Contracts $- $- Sub-total, Operating Expense $119,419 $117,072 GRANT CONTRACTS: Area 1 $81,687 $83,953 Area 2 $88,659 $74,767 Area 3 $118,239 $143,420 Area 4 $103,970 $96,310 Area 5 $93,689 $91,427 Area 6 $144,098 $127,278 Area 7 $137,408 $168,051 Area 8 $98,483 $121,358 Area 9 $96,094 $97,187 Area 10 $108,035 $110,607 Sub-total, Grant Contracts $1,070,361 $1,114,358 Totals, All Categories $1,329,061 $1,406,856 2011-2012 Fiscal Year 6 month contracts on a month to month basis, Pending the outcome of the Administrative Law Judge’s decision

Contractor 1 Region: Northern Sierra

Personnel: Senior Advocate 50% FTE 15954 Advocate 40% FTE 12763 Admin Asst 1227 Payroll Spec. 1385 Benefits/Taxes 11958 Total: 43287

Contractor 2 Region: Redwood Empire

Personnel: Legal Director/ED 10% FTE 5639 Advocate 75% FTE 24322 Program Director 5% FTE 6352 Finance Director 4% FTE 1912 Personnel subtotal: 33422

Operating: Travel/mileage 282 Books, videos 200 Printing 75 Office supplies 150 Prof. Services/Audit/cons. 550 Postage 135 Insurance 204 Telephone 1222 Rent/Utilities 5242 Janitorial 255 Equipment Maint. 275 Recruitment/Outreach 50 Operating subtotal: 8640 TOTAL: 42062

Contractor 3 Region: San Francisco & San Jose

Personnel: Advocate 100% FTE 20000 Assist. Advocate 55% FTE 11139 Ex. Director 5% FTE 2300 Program Mgr 15% FTE 3450 Fiscal Mgr 15% FTE 3000 Fringe Benefits 20% 6911.50 Personnel subtotal: 46800.50

Operating: Rent 6750 Insurance 732 Telephone 700 Postage 250 Printing 50 Office Supplies + publications 400 Travel 1300 Audit/Payroll 500 Equipment maint. 150 Equipment lease 250 Consulting 2027 Operating subtotal: 13359 TOTAL: 60159.50

Contractor 4 Region: Greater East Bay

Personnel: CAP Advocate 100% FTE 17500 CAP Advocate 53% FTE 8533 Program Manager 20% FTE 3750 Fringe Benefits 29% 8553 Personnel subtotal: 38336

Operating: Supplies + Subscriptions 1049 Postage, telephone, copy 813 Supplies & Subscriptions 567 Rent & Insurance 7120 Consultants IT 1569 Reasonable Accomm 1042 Staff Training 239 Travel 77 Operating subtotal 11427 TOTAL: 49763

Contractor 5 Region: San Joaquin Valley

Personnel: CAP Advocate 100% FTE 21909 CAP Advocate 75% FTE 13937 Prog. Specialist 10% FTE 2074 Asst. Bookkeeper 3% FTE 529 Receptionist 3% FTE 365 Ex Dir 1% FTE 583 Personnel subtotal: 39397

Operating: Communication 750 Accounting 350 Consulting 25 Postage 200 Office Rental 3832 Travel 350 Insurance 204 Office Supplies 574 Printing 50 Training 75 Reasonable Accomm 25 Equipment Maint. 250 Operating subtotal 6685 TOTAL: 46082

Contractor 6 Region: Van Nuys/Foothill & Santa Barbara

Personnel: CAP Coordinator 100% FTE 17589 CAP Coordinator 100% FTE 17014 Progrm Eval. 75% FTE 7790 Controller 10% FTE 1333 Ex Director 5% FTE 1851 Personnel subtotal: 45577

Operating: Building maint. 300 Computer supplies 250 Consultants 250 Data Processing 100 Dues, fees, subscriptions 100 Equipment 200 Fees/licenses 200 Insurance 1500 Office Supplies 1500 Postage 300 Printing 1000 Reasonable Accomm 100 Rent 5226 Telephone 1250 Training 200 Transportation 500 Utilities 1250 Operating subtotal : 14226 TOTAL: 59803

Contractor 7 Region: Greater Los Angeles & South Bay

Personnel: Staff Advocate II 100% FTE 14437 Staff Advocate 50% FTE 6500 Staff Advocate 90% FTE 15804 CAP AdminAsst. 37.5%FTE 4574 CAP AdminAsst. 18.75% FTE 2768 Program Mgr 15% FTE 3303 Comptroller 7.5%FTE 822.50 Billing Clerk 40% FTE 200.50 Ex. Director 3% FTE 1339 Personnel subtotal: 64218

Operating: Payroll processing 236.50 Audit fees 540.50 Contracted Services 687.50 Contracted Services- temp help 62 Copier lease 329 Copier maint. 104 Equip. maint 271.50 Liability Ins 458.50 Office supplies 726.50 Postage 266.50 Printing Options 256.50 Reasonable Accomm 25 Rent 605 Repairs + maint. 544.50 Resource Materials 25 Telephone 493 Training 50 Travel 625 Utilities 569 Operating subtotal 6875.50 TOTAL: 71093.50

Contractor 8 Region: Orange/San Gabriel

Personnel: Program Mgr 35% FTE 13140 CAP Advocate 100% FTE 24730 Personnel subtotal: 37870

Operating: Rent 4610 Insurance 500 Utilities 500 Equipment maint 500 Printing/Outreach materials 1500 Supplies 1425 Telephone 500 Postage 200 Travel/mileage 1500 Accounting/Audit 1000 Reasonable Accomm 1500 Staff Development 1500 Operating subtotal 15235 TOTAL: 53105

Contractor 9 Region: Inland Empire

Personnel: IL Manager 15% FTE 3845 CAP Advocate 100% FTE 20095 Ex Director 15% FTE 7830 Human Res. Mgr 5% FTE 1850 Bookkeeper 5% FTE 1430 Assist. Bookkeeper 5% FTE 1335 Receptionist 5% FTE 565 Admin Assistant 5% FTE 975 Personnel subtotal: 37925

Operating: Rent 1935 Consulting 750 Travel 2510 Telephone 510 Supplies + equip 1025 Utilities 240 Professional fees 1000 Insurance 675 Staff Development 150 Printing 2010 Maintenance 315 Postage 206 Contractual 805 Operating subtotal: 12131 TOTAL: 50056

Contractor 10 Region: San Diego

Personnel: IL Manager 15% FTE 3820 CAP Advocate 100% FTE 21390 Ex Director 15% FTE 7760 Human Resources Mgr 5% FTE 1835 Bookkeeper 5% FTE 1425 Assist. Bookkeeper 5% FTE 1327.50 Receptionist 5% FTE 560 Admin Assistant II 5% FTE 965 Personnel subtotal: 39082.50

Operating: Rent 5005 Consulting 400 Travel 600 Telephone 760 Supplies 310 Utilities 612.50 Professional fees 500 Insurance 675 Staff Development 25 Printing 250 Maintenance 191 Postage 130 Contractual work 432.50 Operating subtotal: 9891 TOTAL: 48973.50

2012-2013 Fiscal Year

All DRC CAP contracts

Area 1, Northern Sierra

Personnel salaries 84421 Operating expenses 3063 Travel and Per Diem IN KIND IT Purchases IN KIND Other Costs IN KIND TOTALS: 87484

Area 2, Redwood Empire

Personnel salaries 79422 Operating expenses 3048 Travel and Per Diem IN KIND IT Purchases IN KIND Other Costs IN KIND TOTALS: 82470

Area 3, San Francisco and San Jose

Personnel salaries 113,101 Operating expenses 6000 Travel and Per Diem IN KIND IT Purchases IN KIND Other Costs IN KIND Totals: 119,101

Area 4, Greater East Bay

Personnel salaries 94294 Operating expenses 4818 Travel and Per Diem IN KIND IT Purchases IN KIND Other Costs IN KIND Totals: 99112

Area 5, San Joaquin Valley

Personnel salaries 88887 Operating expenses 2540 Travel and Per Diem IN KIND IT Purchases IN KIND Other Costs IN KIND Totals: 91427

Area 6, Van Nuys/Foothill and Santa Barbara

Personnel salaries 114,390 Operating expenses 4680 Travel and Per Diem IN KIND IT Purchases IN KIND Other Costs IN KIND Totals: 119,070

Area 7, Greater Los Angeles and South Bay

Personnel salaries 135,905 Operating expenses 5336 Travel and Per Diem IN KIND IT Purchases IN KIND Other Costs IN KIND Totals: 141,241

Area 8, Orange/San Gabriel

Personnel salaries 101,021 Operating expenses 4236 Travel and Per Diem IN KIND IT Purchases IN KIND Other Costs IN KIND Totals: 105,257

Area 9, Inland Empire

Personnel salaries 90489 Operating expenses 6951 Travel and Per Diem IN KIND IT Purchases IN KIND Other Costs IN KIND Totals: 97440

Area 10, San Diego

Personnel salaries 92490 Operating expenses 4552 Travel and Per Diem IN KIND IT Purchases IN KIND Other Costs IN KIND Totals: 97042

Certification

Approved

This Report is Complete and Correct.Yes
Date Signed:14-Dec-12
Name of Designated Agency Official:Sheila Conlon Mentkowski
Title of Designated Agency Official:Chief, Client Assistance Program