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

Arkansas (Disability Rights Arkansas, Inc) - H161A130003 - FY2013

General Information

Designated Agency Identification

NameDisability Rights Center of Arkansas
Address1100 N. University Suite 201
Address Line 2
CityLittle Rock
Zip Code72207
Website Address
Phone501 296-1775
TTY 501 296-1775
Toll-free Phone800 482-1174
Toll-free TTY800 482-1174
Fax501 296-1779

Operating Agency (if different from Designated Agency)

NameDisability Rights Center of Arkansas
Address1100 N. University Suite 201
Address Line 2
CityLittle Rock
Zip Code72207
Website Address
Phone501 296-1775
TTY501 296-1775
Toll-free Phone800 482-1174
Toll-free TTY800 482-1174
Fax501 296-1779

Additional Information

Name of CAP Director/CoordinatorTom Masseau
Person to contact regarding reportTom Masseau
Contact Person Phone501-296-1775

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act47
2. Information regarding Title I of the ADA6
3. Other information provided7
4. Total I&R services provided (Lines A1+A2+A3)60
5. Individuals attending trainings by CAP staff (approximate)102

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)8
2. Additional individuals who were served during the year39
3. Total individuals served (Lines B1+B2)47
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.)5

C. Individual still being served as of September 30

Carryover to next year. This total may not exceed Line I.B3. 5

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 favor35
2. Some issues resolved in individual's favor (when there are multiple issues)2
3. CAP determines VR agency position/decision was appropriate for the individual0
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)1
5. Individual chose alternative representation1
6. Individual decided not to pursue resolution3
7. Appeals were unsuccessful0
8. CAP services not needed due to individual's death, relocation, etc.2
9. Individual refused to cooperate with CAP3
10. CAP unable to take case due to lack of resources0
11. Other (please explain)

Lost contact with caller due to moving and disconnection of client phone.

E. Results achieved for individuals

1. Controlling law/policy explained to individual34
2. Application for services completed.2
3. Eligibility determination expedited0
4. Individual participated in evaluation0
5. IPE developed/implemented0
6. Communication re-established between individual and other party3
7. Individual assigned to new counselor/office2
8. Alternative resources identified for individual3
9. ADA/504/EEO/OCR/ complaint made0
10. Other4
11. Other (please explain)

No contact with client e.g. phone/address change (3) Client received services

Part II. Program Data

A. Age

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

1. 21 and under6
2. 22 - 4016
3. 41 - 6425
4. 65 and over0
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)47

B. Gender

Multiple responses not permitted.

1. Female19
2. Male28
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)47

C. Race/ethnicity

1. Hispanic/Latino of any race2
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native0
3. Asian0
4. Black or African American24
5. Native Hawaiian or Other Pacific Islander0
6. White21
7. Two or more races0
8. Race/ethnicity unknown0

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Blindness (both eyes)1
2. Other visual impairments3
3. Deafness1
4. Hard of hearing1
5. Deaf-blind0
6. Orthopedic impairments10
7. Absense of extremities1
8. Mental illness7
9. Substance abuse (alcohol or drugs)0
10. Mental retardation0
11. Specific learning disabilities (SLD)8
12. Neurological disorders6
13. Respiratory disorders0
14. Heart and other circulatory conditions1
15. Digestive disorders0
16. Genitourinary conditions2
17. Speech Impairments0
18. AIDS/HIV positive1
19. Traumatic brain injury (TBI)3
20. All other disabilities2
21. Disabilities not known0
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)47

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program13
2. Clients of VR Program38
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 only40
2. Other Rehabilitation Act sources only0
3. Both VR agency and other Rehabilitation Act sources5
4. Employer2

G. Problem areas

Multiple responses permitted.

1. Individual requests information3
2. Communication problems between individual and counselor3
3. Conflict about services to be provided32
4. Related to application/eligibility process11
5. Related to IPE development/implementation1
6. Other Rehabilitation Act-related problems0
7. Non-Rehabilitation Act related0
8. Related to Title I of the ADA1

H. Types of CAP services provided

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

1. Information/referral10
2. Advisory/interpretational2
3. Negotiation33
4. Administrative/informal review2
5. Alternative dispute resolution1
6. Formal appeal/fair hearing0
7. Legal remedy0
8. Transportation0

Part III. Narrative


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 Funds Amount Received Amount Spent Federal $117,709.00 $105,828.62 State -0- -0- Program Income -0- -0- Private -0- -0- All other (carryover from Prior FY) $ 30,080.13 $ 30,080.13 Total from all sources $147,789.13 $135,908.75

c. Budget for current and following fiscal years:

Category FY 13 FY 14

Wages & Salaries 84,445.21 61,530.61 Fringe Benefits 20,009.77 17,525.28 Materials/supplies 607.76 588.35 Postage 413.80 570.43 Telephone 976.48 831.51 Rent 6,216.37 6,318.61 Travel 6,314.40 4,486.71 Printing 1,022.48 789.83 Bonding/Insurance 782.60 895.14 Equipment 1,615.50 2,264.61 Legal 137.74 3,663.92 Miscellaneous 12,366.64 18,244.02

Total Expenses 135,908.75 117,709.00

d. Number of person-years:

Type of Position FTE % Person/years

Professional Full-time 14.0 100% 9.0 Part-time 0 0 0 Vacant 0 0 0 Clerical Full-time 7 100% 3.75 Part-time 0 0 0 Vacant 0 0 0

e. Summary of presentations made:

The Client Assistance Program (CAP) program provided eight trainings to 76 students who were receiving education services through the Arkansas Career Training Institute (ACTI). CAP also exhibited at two events during Fiscal Year 2013 reaching 200 individuals with disabilities.

Through publications (CAP Brochure, DRC brochure and newsletter), CAP reached 3,621 individuals throughout the state.

f. Involvement with advisory boards:

The CAP Advocate serves on the Governor appointed Arkansas Rehabilitation Council and participates with the Arkansas Independent Living Council (AILC). DRC is also involved in participating with the Board of the Division of Services for the Blind (BDSB).

g. Outreach to unserved/underserved populations:

Information on the Client Assistance Program was provided at the Disability Resource Center (Homeless Center) in North Little Rock; Disability Awareness Day; and students entering the Arkansas Career Training Institute.

h. Alternative dispute resolution:

CAP was successful in representing one individual through the alternative dispute resolution/mediation process in FY 13. Resolving conflicts at the lowest level serves the best interests of all parties. Resolution at higher levels involves greater investment of time and resources on the part of the CAP, the VR agency, and the client.

i. Systemic advocacy:

CAP did not participate in systemic advocacy in FY 13.

j. Interesting cases:

Describe a few of the more interesting or unique cases that CAP worked on during the fiscal year. Summarize the facts of the case and the activities that CAP undertook or is undertaking to resolve the issues raised by the individual served. Explain whether the case raised systemic or policy-making issues and CAP’s plan to address those issues.

Case 1 - Client called CAP and explained that he had been fired from his job and needed another job. The client formerly received services through the Arkansas Rehabilitation Services (ARS). When the individual went back to ARS, he was told to go to another agency for assistance. The agency referred client to CAP. The CAP Advocate was successful in getting ARS to provide services for the client which led to a new job for the client.

No systemic/policy-making issues were raised.

Case 2 — Client called CAP and needed assistance with transportation to their college. When the client called ARS, they were denied transportation. The CAP Advocate began researching the issue. After speaking with ARS Counselor and client, it was determined that ARS would be providing transportation for the client to attend college.

No systemic/policy-making issues were raised.

k. On-line information/outreach:

Describe efforts CAP may have put forth to create a web page or some other on-line means of providing information to the public. Include information about the number of "hits" your on-line site received.

CAP information is provided on a program page in the Disability Rights Center of Arkansas website ( This site remains accessible for visitors with vision impairments using screen-reader software through the universally accepted “Bobby” standard for website accessibility. The CAP page contains program information, as well as links to OSERS and to rights protection, advocacy, services, and support resources for persons with disabilities.

The DRC website received 125,000 visitor’s hits in FY 2013. We were able to continually upload helpful information for our clients and callers. We promoted the website in our newsletters and flyers. DRC also developed a weblog and is on Facebook. In FY 2013, DRC’s Facebook page had 330 friends/fans.



This Report is Complete and Correct.Yes
Date Signed:30-Dec-13
Name of Designated Agency Official:Tom Masseau
Title of Designated Agency Official:Executive Director