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


General Information

Designated Agency Identification

NameUnited Cerebral Palsy of Dela. Inc.
Address700A River Road
Address Line 2
Zip Code19809
Website Address
TTY 302-764-6216
Toll-free Phone1-800-640-9336
Toll-free TTY1-800-640-9336

Operating Agency (if different from Designated Agency)

NameUnited Cerebral Palsy of Dela. Inc.
Address700A River Road
Address Line 2
Zip Code19809
Website Address
Toll-free Phone1-800-640-9336
Toll-free TTY1-800-640-9336

Additional Information

Name of CAP Director/CoordinatorMonica Edgar
Person to contact regarding reportMonica Edgar
Contact Person Phone302-764-6216

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act34
2. Information regarding Title I of the ADA31
3. Other information provided187
4. Total I&R services provided (Lines A1+A2+A3)252
5. Individuals attending trainings by CAP staff (approximate)250

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)9
2. Additional individuals who were served during the year9
3. Total individuals served (Lines B1+B2)18
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. 3

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 favor8
2. Some issues resolved in individual's favor (when there are multiple issues)3
3. CAP determines VR agency position/decision was appropriate for the individual0
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)0
5. Individual chose alternative representation1
6. Individual decided not to pursue resolution0
7. Appeals were unsuccessful0
8. CAP services not needed due to individual's death, relocation, etc.0
9. Individual refused to cooperate with CAP1
10. CAP unable to take case due to lack of resources2
11. Other (please explain)


E. Results achieved for individuals

1. Controlling law/policy explained to individual1
2. Application for services completed.1
3. Eligibility determination expedited2
4. Individual participated in evaluation1
5. IPE developed/implemented5
6. Communication re-established between individual and other party0
7. Individual assigned to new counselor/office2
8. Alternative resources identified for individual1
9. ADA/504/EEO/OCR/ complaint made2
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 under1
2. 22 - 406
3. 41 - 6410
4. 65 and over1
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)18

B. Gender

Multiple responses not permitted.

1. Female11
2. Male7
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)18

C. Race/ethnicity

1. Hispanic/Latino of any race0
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native0
3. Asian1
4. Black or African American11
5. Native Hawaiian or Other Pacific Islander0
6. White6
7. Two or more races0
8. Race/ethnicity unknown0

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Blindness (both eyes)0
2. Other visual impairments0
3. Deafness2
4. Hard of hearing1
5. Deaf-blind0
6. Orthopedic impairments3
7. Absense of extremities0
8. Mental illness4
9. Substance abuse (alcohol or drugs)0
10. Mental retardation0
11. Specific learning disabilities (SLD)0
12. Neurological disorders0
13. Respiratory disorders0
14. Heart and other circulatory conditions0
15. Digestive disorders0
16. Genitourinary conditions0
17. Speech Impairments1
18. AIDS/HIV positive1
19. Traumatic brain injury (TBI)0
20. All other disabilities6
21. Disabilities not known0
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)18

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program2
2. Clients of VR Program16
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 only8
2. Other Rehabilitation Act sources only0
3. Both VR agency and other Rehabilitation Act sources10
4. Employer2

G. Problem areas

Multiple responses permitted.

1. Individual requests information5
2. Communication problems between individual and counselor15
3. Conflict about services to be provided10
4. Related to application/eligibility process2
5. Related to IPE development/implementation7
6. Other Rehabilitation Act-related problems4
7. Non-Rehabilitation Act related0
8. Related to Title I of the ADA4

H. Types of CAP services provided

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

1. Information/referral1
2. Advisory/interpretational6
3. Negotiation10
4. Administrative/informal review0
5. Alternative dispute resolution1
6. Formal appeal/fair hearing0
7. Legal remedy0
8. Transportation0

Part III. Narrative


Narrative Refer to pages 16-19 of the instructions for guidelines on the contents of the narrative. Type of agency used to administer CAP/Source of funds expended

a. The Delaware Client Assistance Program is an external program administered by United Cerebral Palsy Inc, a private nonprofit agency.

b. The source of funding is strictly Federal funding and the total programmatic expenditures are $ 117,463.00.

c. Budget for the current and following fiscal years:


d. Number of person-years: See 99 report use data is same. CAP Director passed away March, 2013; Acting Director was hired July 1, 2013, 1 Program Director, 1 full time Administrative Assistant, 1 part time Client Advisor is working 20 hours per week.

e. Summary of presentations made:

The CAP Client Advisors presented to the following groups: Brain Injury Association of Delaware Division of Vocational Rehabilitation (DVR) staff - 4 locations Delaware Life Conference Freedom Center for Independent Living Delaware Coalition for the ADA

The above presentations included the following topic areas: CAP, Rehabilitation Act, DVR Policy and Procedures, Independent Living program, Americans with Disabilities Act and Self Advocacy. The estimated total number of individuals attending these presentations is 500.

f. Involvement with advisory boards:

The Director of the Client Assistance Program has been appointed to the following councils/boards. Previous Director: Delaware Coalition for the Americans with Disabilities Act (DCADA) Delaware Association of Rehabilitation Facilities (DELARF) DVR State Rehabilitation Council (SRC) DVI State Rehabilitation Council (SRC) DVR Casework Policy Manual committee Governor’s Advisory Council for Exceptional Citizens (GACEC) Governor’s Advisory Council of Employment for Persons with Disabilities (GACEPD) National Coalition of State Rehabilitation Councils (NCSRC) Protection and Advocacy for Individuals Rights advisory (PAIR) council State Council for Persons with Disabilities (SCPD) State Independent Living Council (SILC)

Current CAP Director

DVR State Rehabilitation Council (SRC) DVR Casework Policy Manual committee Governor’s Commission on Building Access to Community-Based Service (GCBACBS) Nation Coalition for the Americans with Disabilities Act (NCADA) Protection and Advocacy for Individuals Rights advisory (PAIR) council State Council for Persons with Disabilities (SCPD) State Independent Living Council (SILC)

CAP Advisor

Delaware Coalition for the Americans with Disabilities Act (DCADA) DVI State Rehabilitation Council (SRC)

The following are duties and responsibilities involved with each of the councils/boards listed above for the current Acting CAP Director

DVR State Rehabilitation Council Member (DVR SRC)

The Acting CAP Director is appointed and serves as an member of the Policy Committee. CAP Director contributed as well as sharing and learning. DVR SRC meets bi-monthly and makes use of video conferencing between Dover and Wilmington offices. This has been working and there has been good advance preparation for council members at both sites.

DVR Casework Policy Manual Committee

As a member, the Acting CAP Director participates in the discussion, revision and implementation of policies and procedures within DVR. This committee is CAPs avenue to stay abreast of any DOL DVR policy and procedural changes.

Governor’s Commission on Building Access to Community-Based Service (GCBACBS) Acting CAP Director is a member of the commission. She contributes advice and knowledge as well as sharing and connecting to the community.

National Coalition for the Americans with Disabilities Act (NCADA)

The Acting CAP Director participated in the ADA Summit in Baltimore. The Director seat in several presentations and accompanies members to 2 Nation Coalition ADA board meeting.

Protection and Advocacy for Individual Rights (PAIR) Council

The Acting Cap Director is a delegated member. The council reviews and advises the Disability Law Program regarding current issues, priorities, and initiatives. The CAP Program and the PAIR program coordinate advocacy efforts through participation on the DVR SRC, collaborating with cases that meet both CAP and PAIR mandates, by appropriately coordinating information and referrals.

Sub Committee -State Coalition of State Rehabilitation Councils (SCPD)

Acting CAP Director attending year and committee seeing finished products of revised bylaws.

State Independent Living Council (SILC)

The Acting CAP Director is an appointed member and CAP Advisor is appointed member for DVI Council. Participation broadens this CAP Directors acquaintance with members and leaders within the disability community and their concerns.

The following are duties and responsibilities involved with each of the councils/boards listed above for the current Advisor CAP Director Delaware Coalition for the Americans with Disabilities Act (DCADA)

The CAP Advisor is delegated as a CAP position of the DCADA. As a member, the Advisor of CAP participates in the promotion, training, and implementation of the Americans with Disabilities Act in Delaware.

DVI State Rehabilitation Council (DVI SRC) The CAP Advisor is appointed and serves on a member of DVI SRC. DVI SRC meets quarterly. CAP Advisor can give input on committees and through participation keeps CAP Director abreast of our state’s progress.

g. Outreach to un-served/underserved populations

Outreach was conducted by means of presentations, mailings, meetings and council/committee meetings. Approximately 600 individuals were reached and over 5000 brochures were distributed. CAP was able to conduct outreach in the following areas: DVR staff (4 locations), Freedom Center for Independent Living, Delaware Coalition for the ADA, Partners in Policy Making, DVI, DVR, SRC, and Life Conference.

CAP director plans to target Transition age students. This age group and their parents have indicated a lack of understanding of CAP services. It is hoped by providing awareness of CAP to this underserved population Their understanding and CAP’s presences will smooth the transition from student to DVR client. CAP questions how brochures are presented to the student’s with out follow up information and therefore plans to visit each school and connect to the Transition Counselor.

h. Alternative dispute resolution

The CAP has been effective in resolving concerns at the lowest possible level. In FY 2013 CAP was again successful in resolving all concerns without pursuing a Fair Hearing. CAP had no Mediations. Concerns were resolved and only needed to go above the District Administrator once this fiscal year.

CAP director is sign up for mediation training and will join the Conflict Resolution Association once complete.

The following forms of Alternative Dispute Resolution were used effectively within CAP cases. information/referral(1 cases) Advocacy (6 cases) Negotiation (10 cases) Administrative/informal review (1 cases) Alternative Dispute resolution(0 with CAP representation) Fair Hearing (0 with CAP representation)

i. Systemic Advocacy

CAP’s involvement in the new Casework Computer System Committee has provided CAP with many opportunities to promote systemic change. (See section f for more detail). The DOL DVR Casework Computer Committee has always been proactive committee that addresses issues and concerns from within the DVR system. This committee has met frequently resulting in revision of the new computer casework system.

CAP continues to have concerns with previously identified problems for DOL DVR clients engaged in self-employment related goals. Discussions with District Administrators have led CAP to understand that self-employment clients lack DOL DVR policy and procedure to justify all expenditures and to fluently reach IPE goal. CAP is addressing these issues by working closely with the DVR Policy Committee.

j. Interesting cases:

Case 1: Client, who was applying to a local college, needed assistant funding her entrance examination. DVR supported and paid for the first round of testing, but would not pay 2 months later, when client returned. Client reached out to CAP for assistance. CAP Director found out, Client scheduled a “reader” to assistant in the examination; however, reader did not show. Not only did the client not have her “reader”, but she did not get extra time she was allowed. Client didn’t pursue retaking the test for 2 months and was not in contact with DVR. CAP Director reviewed case and met with DVR counselor and client. Counselor agreed to fund entrance examinations until passed, with assisting client with “reader” and extra time for testing. CAP fulfilled all client requests and the case was successfully closed.

k. Online Information/ outreach

The Delaware CAP Program has set up a web page via a portal from its administering agency, United Cerebral Palsy of Delaware. This website is up and functioning. Additionally, Delaware CAP staff have been actively involved in an outreach plan designed to inform those persons engaged in programs established by the Rehabilitation Act of 1973, as amended, of the nature of CAP service offered. It should be stated that the intent of the outreach program in question is not to recruit clients, but solely to educate all persons being serviced or working for said programs.



This Report is Complete and Correct.Yes
Date Signed:30-Dec-13
Name of Designated Agency Official:William J. McCool III
Title of Designated Agency Official:Executive Director