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


General Information

Designated Agency Identification

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

Operating Agency (if different from Designated Agency)

Address Line 2
Zip Code
E-mail Address
Website Address
Toll-free Phone
Toll-free TTY

Additional Information

Name of CAP Director/CoordinatorBrian Sabourin
Person to contact regarding reportBrian Sabourin
Contact Person Phone(517)487-1755

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act309
2. Information regarding Title I of the ADA2
3. Other information provided37
4. Total I&R services provided (Lines A1+A2+A3)348
5. Individuals attending trainings by CAP staff (approximate)96

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)41
2. Additional individuals who were served during the year117
3. Total individuals served (Lines B1+B2)158
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.)7

C. Individual still being served as of September 30

Carryover to next year. This total may not exceed Line I.B3. 39

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 favor62
2. Some issues resolved in individual's favor (when there are multiple issues)13
3. CAP determines VR agency position/decision was appropriate for the individual15
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)3
5. Individual chose alternative representation0
6. Individual decided not to pursue resolution15
7. Appeals were unsuccessful5
8. CAP services not needed due to individual's death, relocation, etc.3
9. Individual refused to cooperate with CAP11
10. CAP unable to take case due to lack of resources1
11. Other (please explain)

The case was closed when the individual served proceeded with applying for VR services on their own.

E. Results achieved for individuals

1. Controlling law/policy explained to individual37
2. Application for services completed.4
3. Eligibility determination expedited5
4. Individual participated in evaluation1
5. IPE developed/implemented31
6. Communication re-established between individual and other party29
7. Individual assigned to new counselor/office11
8. Alternative resources identified for individual5
9. ADA/504/EEO/OCR/ complaint made0
10. Other6
11. Other (please explain)

In 4 cases, clients decided not to pursue VR services.

In 1 case, issue was resolved in the clients favor.

In 1 case, it was learned the client was not eligible for VR services because of not having a disability.

Part II. Program Data

A. Age

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

1. 21 and under11
2. 22 - 4039
3. 41 - 64105
4. 65 and over3
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)158

B. Gender

Multiple responses not permitted.

1. Female71
2. Male87
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)158

C. Race/ethnicity

1. Hispanic/Latino of any race2
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native1
3. Asian2
4. Black or African American83
5. Native Hawaiian or Other Pacific Islander0
6. White63
7. Two or more races0
8. Race/ethnicity unknown7

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Blindness (both eyes)6
2. Other visual impairments2
3. Deafness2
4. Hard of hearing4
5. Deaf-blind0
6. Orthopedic impairments32
7. Absense of extremities0
8. Mental illness49
9. Substance abuse (alcohol or drugs)18
10. Mental retardation7
11. Specific learning disabilities (SLD)15
12. Neurological disorders8
13. Respiratory disorders4
14. Heart and other circulatory conditions2
15. Digestive disorders0
16. Genitourinary conditions0
17. Speech Impairments2
18. AIDS/HIV positive0
19. Traumatic brain injury (TBI)3
20. All other disabilities4
21. Disabilities not known0
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)158

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program27
2. Clients of VR Program132
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 only140
2. Other Rehabilitation Act sources only2
3. Both VR agency and other Rehabilitation Act sources17
4. Employer0

G. Problem areas

Multiple responses permitted.

1. Individual requests information1
2. Communication problems between individual and counselor51
3. Conflict about services to be provided56
4. Related to application/eligibility process21
5. Related to IPE development/implementation32
6. Other Rehabilitation Act-related problems1
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/referral26
2. Advisory/interpretational8
3. Negotiation88
4. Administrative/informal review0
5. Alternative dispute resolution3
6. Formal appeal/fair hearing2
7. Legal remedy0
8. Transportation0

Part III. Narrative


4. PART III. NARRATIVE (Attach separate sheets.)

a. Type of agency used to administer CAP:

1) external -- P&A; b. Sources of funds expended:

Source of funding Total expenditures spent on individuals Federal funds $331,097 State funds -0- All other funds (carryover) $86,687 Total from all sources $417,784 c. Budget for current and following fiscal years:

Category Current Fiscal Year Next Fiscal Year

Wages & Salaries $185,000 $174,663 Fringe Benefits (FICA, unemployment, etc.) $74,370 $70,215 Materials/Supplies $6,000 $6,650 Postage $3,000 $3,268 Telephone $2,000 $2,000 Rent $22,500 $23,303 Travel $9,000 $12,303 Printing $2,000 $2,000 Bonding/Insurance $6,000 $6,175 Equipment Rental/Purchase $10,000 $11,400 Legal Services $2,000 $2,000 Indirect Costs $33,668 $33,125 Miscellaneous $5,000 $10,136 Total Budget $360,538 $357,875

d. Number of person-years:

Type of position Full-time equivalent % of year position filled Person-years

Professional Full-time 3.1 100% 5 Part-time 1.0 75% 2 Vacant Clerical Full-time .3 100% 1 Part-time Vacant

e. Summary of presentations made:

The Client Assistance Program (CAP) had the potential of reaching 12,500 individuals this reporting period by writing articles for the Exchange (MPAS Newsletter) 2011 Winter Edition. This newsletter is distributed to consumers, professionals and other agencies throughout Michigan. This edition of the Exchange included articles on what to do should you get an overpayment letter from Social Security, Applying for State Vocational Rehabilitation Services, Understanding your Individualized Plan for Employment (IPE), Protection and Advocacy Network Helps Social Security Administration Monitor Organizations Rep Payees, The Equal Employment Opportunity Commission: a Guide to Filing a Charge in Michigan, and Successes in Fully Integrated Community Employment for People with Disabilities.

Exhibits in which CAP was involved include: Michigan Rehabilitation Conference and a Veterans Administration Stand Down which is an event providing services to homeless Veterans such as food, shelter, clothing, health screenings, Veterans Administrations and Social Security benefits counseling, and referrals to a variety of other necessary services, such as housing, employment and substance abuse treatment. Stand Downs are collaborative events, coordinated between local VA’s, other government agencies, and community agencies who serve the homeless.

MPAS continues to provide all Michigan Rehabilitation Services (MRS) and the Bureau of Services for Blind Persons (formerly the Michigan Commission for the Blind) offices, as well as the Centers for Independent Living (CIL) with CAP brochures to give to individuals they serve. The agency brochure, which mentions CAP, is also provided upon request. MPAS provided 14,368 brochures to the agencies listed above, and to anyone requesting CAP and other agency brochures. CAP advocates publish articles in the agency newsletter related to employment issues that are useful to individuals with disability- related employment concerns.

f. Involvement with advisory boards:

Brian Sabourin represents CAP on the Michigan Council for Rehabilitation Services. The Council is a consumer driven, Governor appointed, statewide organization as mandated in the Rehabilitation Act of 1973, as amended. The Council’s mission is to improve Vocational Rehabilitation services in Michigan by reviewing, analyzing and advising the agencies administration on pertinent issues and concerns. Having a seat on this Council, CAP is able to provide information concerning customer complaints and work on systemic solutions to issues identified.

CAP continues to attend the Statewide Independent Living Council meetings. The council writes the State Plan for Independent Living Centers and monitors the progress. Attending the quarterly meetings helps in being updated on issues related to the Centers for Independent Living and their clients.

g. Outreach to unserved/underserved populations:

Elham Jahshan, CAP advocate, who is proficient in English, Arabic, and Hebrew, is a member of the Bureau of Services for Blind Persons (formerly the Michigan Commission for the Blind) Diversity Committee. Ms. Jahshan has joined the committee to consult with Bureau staff members on how to better engage their Arab American customers.

MPAS participated in one Project Homeless Connect event during this reporting period in Ingham County. This event was attended by individuals who are homeless or at risk of becoming homeless, as well as other professionals from human service agencies throughout the counties. There were over 750+ people in attendance.

h. Alternative dispute resolutions:

During the past fiscal year, there were three individuals’ cases that went to alternative dispute resolution. In two of these cases, the clients were satisfied with the outcomes as they were resolved in the clients’ favor. The outcome of the third case is unknown because of loss of contact with the Client.

i. Systemic advocacy:

CAP continues to work with MRS on issues related to the Application/Eligibility process. CAP identified numerous cases in which clients were having difficulty with the application and eligibility process. As a result of identifying these cases, data was provided to MRS along with recommendations for change.

CAP continues to work with the Order of Selection workgroup. At the present time, MRS has established an Order of Selection but has not closed any of the categories or created a waiting list. An Order of Selection must be implemented when the agency does not have enough staff and/or money to provide the entire array of services for all eligible individuals. MPAS opposes implementation of an Order of Selection. We will continue working with the MRS to assure appropriate services are provided to all eligible individuals.

j. Interesting cases:

Case 1 — Systemic/Policy Making Issues:

Client was self employed working as a contractor. Client needed a computer, ladder and office equipment, for his small business. MRS wanted Client to complete a small business plan and work with a Business Consultant. CAP Advocate advised Client to tell MRS he wanted to stay in the status of self employed and not begin working with MRS business planners. CAP also advocated for client to receive a computer, ladder and have MRS pay for a training class client needs for lead certification. The MRS office the Client was working with was very reluctant to help because he was once a customer before. After CAP involvement MRS agreed to purchase items needed and provide the necessary training. Client was very happy and thankful for CAP services.

Case 2 — Systemic/Policy Making Issues:

MCB client needed training with computer skills and to obtain a computer as a part of his skill building to become employable. With the assistance of a CAP advocate, client received a laptop computer, data entry training, Job Access With Speech (JAWS) training, and MS Windows training. Client was successful with his training and is now in the process of being placed in employment.

Case 3

Systemic/Policy Making Issues:

Client was requesting vocational rehabilitation services to provide financial support for massage therapy training in which the Counselor was denying. After discovering there was a communication problem between the Client and the Counselor regarding a chosen career goal, the CAP advocate was able to discuss the Client’s wishes with the Counselor. After CAP involvement and talking with the counselor, the Counselor was supportive of the of the idea of the Client attending massage therapy training and amended the Individualized Plan for Employment (IPE) to include continuing education credits for massage therapy.

k. On-line information/outreach:

CAP does not have its own Web site; however, information regarding CAP is included on the MPAS agency Web site. The MPAS Web site ( had 96,852 visitors /hits this fiscal year. Since launching the MPAS Facebook page in August 2009, MPAS has accumulated 570 Facebook Fans/Likes.



This Report is Complete and Correct.Yes
Date Signed:13-Oct-12
Name of Designated Agency Official:Elmer L. Cerano
Title of Designated Agency Official:MPAS Executive Director