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


General Information

Designated Agency Identification

NameAlabama Department of Rehabilitation Services
Address602 S. Lawrence Street
Address Line 2
CityMontgomery AL
Zip Code36104
Website Address
TTY 334-293-7500
Toll-free Phone1-800-441-7607
Toll-free TTY1-800-441-7607

Operating Agency (if different from Designated Agency)

NameAlabama Department of Rehabilitation Services
Address602 S. Lawrence Street
Address Line 2
CityMontgomery AL
Zip Code36104
Website Address
Toll-free Phone1-800-441-7607
Toll-free TTY1-800-441-7607

Additional Information

Name of CAP Director/CoordinatorRachel L. Hughes
Person to contact regarding reportRachel L. Hughes
Contact Person Phone1-334-263-2749

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act1
2. Information regarding Title I of the ADA0
3. Other information provided6
4. Total I&R services provided (Lines A1+A2+A3)7
5. Individuals attending trainings by CAP staff (approximate)328

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)3
2. Additional individuals who were served during the year10
3. Total individuals served (Lines B1+B2)13
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. 6

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 favor9
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 individual1
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)0
5. Individual chose alternative representation0
6. Individual decided not to pursue resolution1
7. Appeals were unsuccessful0
8. CAP services not needed due to individual's death, relocation, etc.0
9. Individual refused to cooperate with CAP2
10. CAP unable to take case due to lack of resources0
11. Other (please explain)

There is no other.

E. Results achieved for individuals

1. Controlling law/policy explained to individual1
2. Application for services completed.0
3. Eligibility determination expedited0
4. Individual participated in evaluation1
5. IPE developed/implemented0
6. Communication re-established between individual and other party1
7. Individual assigned to new counselor/office3
8. Alternative resources identified for individual4
9. ADA/504/EEO/OCR/ complaint made0
10. Other2
11. Other (please explain)

Individuals did not cooperate with CAP.

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 - 404
3. 41 - 648
4. 65 and over0
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)13

B. Gender

Multiple responses not permitted.

1. Female6
2. Male7
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)13

C. Race/ethnicity

1. Hispanic/Latino of any race0
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native0
3. Asian0
4. Black or African American5
5. Native Hawaiian or Other Pacific Islander0
6. White8
7. Two or more races0
8. Race/ethnicity unknown0

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Blindness (both eyes)2
2. Other visual impairments1
3. Deafness1
4. Hard of hearing0
5. Deaf-blind0
6. Orthopedic impairments3
7. Absense of extremities1
8. Mental illness0
9. Substance abuse (alcohol or drugs)0
10. Mental retardation1
11. Specific learning disabilities (SLD)0
12. Neurological disorders0
13. Respiratory disorders3
14. Heart and other circulatory conditions0
15. Digestive disorders0
16. Genitourinary conditions0
17. Speech Impairments0
18. AIDS/HIV positive0
19. Traumatic brain injury (TBI)1
20. All other disabilities0
21. Disabilities not known0
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)13

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program2
2. Clients of VR Program11
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 only13
2. Other Rehabilitation Act sources only0
3. Both VR agency and other Rehabilitation Act sources0
4. Employer0

G. Problem areas

Multiple responses permitted.

1. Individual requests information0
2. Communication problems between individual and counselor7
3. Conflict about services to be provided4
4. Related to application/eligibility process1
5. Related to IPE development/implementation1
6. Other Rehabilitation Act-related problems0
7. Non-Rehabilitation Act related0
8. Related to Title I of the ADA0

H. Types of CAP services provided

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

1. Information/referral2
2. Advisory/interpretational0
3. Negotiation9
4. Administrative/informal review2
5. Alternative dispute resolution0
6. Formal appeal/fair hearing0
7. Legal remedy0
8. Transportation0

Part III. Narrative


Part III. Narrative

Type of agency used to administer CAP: The State of Alabama Client Assistance Program is not sub-contracted and is housed independently from the Alabama Department of Rehabilitation Services. The program has complete autonomy with the parameters established by the 1973 Rehabilitation Act, as amended.

Sources of funds expended: Federal dollars fund the State of Alabama Client Assistance Program. The program did not received funds from any other source.

Source of Funding Total expenditures on individuals Federal funds $155,711. State funds N/A All other funds N/A Total from all sources $155,711.

Budget for current and following fiscal year

Category Current Fiscal Year Next Fiscal Year Wages & Salaries $93,884. $93,884. Fringe Benefits $34,687. $34,809. Materials/Supplies $ 3,976. $ 4,000. Postage N/A N/A Telephone $ 3,500. $ 3,500. Rent $ 12,000. $12,000. Travel $ 4,500. $ 4,500. Copying $ 1,153. $ 1,160. Bonding/Insurance N/A N/A Equipment Rental/Purchase $ 1,100 $ 1,100. Legal Services N/A N/A Indirect Cost $13,000. $14,000. Miscellaneous $ 4,500. $ 4,500. Total Budget $ 155,711. $155,711.

Number of person-years

Type of Position Full-time Equivalent % of year filled Person-years Professional Full-time 1 100 1 Part-time -0- -0- -0- Vacant -0- -0- -0- Clerical Full-time 1 100 100 Part-time -0- -0- -0- Vacant -0- -0- -0-

Summary of presentations made We continue to do advocacy and goal setting training for consumers and rehabilitation professionals. A web cast developed by the director of CAP explaining services continues to be a much-used resource utilized by community rehabilitation centers. The web cast makes use of voice and American Sign Language, allowing for consumers to have information verbally and in sign. SACAP brochures continue to be used by ADRS counselors and centers. Many community rehabilitation centers continue sending employees out to meet consumers instead of having consumers come to them for training and job development. We provide in person contact and brochures to several advocacy workshops throughout the year. We also present at conferences where consumers also attend. Many consumers have taken advantage of our on-line web page and have made complaints using this system.

Involvement with advisory boards The SACAP director/advocate has a seat on the State Rehabilitation Council that meets quarterly. She sits on the Program Evaluation/Customer Services Subcommittee. Policy matters, production, State and Federal regulations, and other pertinent matters are discussed at these meetings. The SACAP director/advocate also attends as many local Customer Rehabilitation Advisory Committees around the state as possible. She further attends the meetings of the State Independent Living Council (SILC) and the Council of Organizations Serving Deaf Alabamians (COSDA). SACAP director/advocate also sits on the board and is actively involved in the Full Life Ahead Foundation. This foundation seeks to work with individual with severe disabilities and their families. The SACAP director likewise sits on the board of the Alabama Rehabilitation Association and served as President this year.

Outreach to unserved/underserved populations SACAP director/advocate provides services to consumers of Full Life Ahead who may not be involved in a vocational rehabilitation program or serves to assist those individuals who may have trouble with vocational rehabilitation. These efforts have allowed consumers to be referred to various programs that ADRS has to offer as well as networking with other professionals. A survey continues to be sent to individuals after their SACAP case is closed. Of the consumers that were served this year, only one survey was returned. In that case, they reported being happy with the services that they received.

Alternative dispute resolution All of our successes for our consumers have come about by alternative dispute resolution techniques.

In using alternative dispute techniques, in which SACAP represents the customer, it has made a tremendous impact. The customer, the counselor, and the counselor’s supervisor will attend a meeting so that everyone knows what is being discussed with each individual having an opportunity to participate. SACAP has found that when all parties get together and discuss the concern, the customer and counselor leave with a better understanding of each other and respect is often salvaged. If a customer makes a request that complies with the Rehabilitation Act or the Alabama Department of Rehabilitation, consumers have been granted their requests. In situations where it could not be granted, the policy was explained to the customer. Many attempts were made to find other ways of providing services by ADRS that were within regulations or finding other resources within the community.

Systemic Advocacy Cases this year continue to be very individualized. In reviewing the files, I did not see two cases that were identical. Some were related to services in which another direction or service could be provided. There were a few more consumers that refused to cooperate. This has not been the norm in years past, For the most part, counselors seem to continuing being systematic in their delivery of paperwork and services. The majority of counselors and supervisors continue to cooperate with SACAP staff. The commissioner and assistant commissioners continue to encourage the use of SACAP to staff and consumers.

Interesting Cases CASE 1

A consumer of ADRS was given information from the VRC to call CAP because his case had been closed. Consumer was working part-time but needed some assistance from ADRS. After talking at length with the counselor, it was suggested that she reopen the case and work it as a RAVE (retraining a valued employee) case. Consumer needed help in getting his driver’s license so that he could drive himself to work. He was referred to our Lakeshore office in order to get the training he needed to obtain the license. A contact was made with the employer (manager) to see what the likely hood would be of working more hours and learning another job, a job coach was provided in order to learn the new skills. The consumer also received a raise in pay. This case was definitely a win/win situation.

Case 2 This consumer called because she was extremely unhappy with the counselor. The consumer had moved and her case was being transferred to another office. The consumer had called the counselor on the phone. The counselor began asking questions of the consumer in order to find out how she could help her or if she could help her. The consumer became extremely anger. A call to CAP happened immediately. This consumer felt she had a head injury. She complained of not being able to remember well. There is documented information as to how she could have obtained a head injury but not conclusive documentation. There were several other documented disabilities along with several more undocumented disabilities. The case was transferred to another counselor. Because she believed she had so many conditions, it had to be taken into consideration. Through many trials, tribulations, and a vocational evaluation, the day came for the feedback. We were all concerned about what would happen during the feedback. The evaluator stated that this consumer had the highest I.Q. that she had ever tested. There were some moments of intensity, however, listening to this consumers feelings and thoughts made all the difference in the whole. When she realized CAP and VR really listened to what she had to say and didn’t down play it, she could more easily listen to the thoughts of the evaluator and look at some changes that would help her in the future.

On-line information/outreach SACAP has a web page and consumers utilize the system when filling out a complaint. For some consumers, we have referred to our web page if they prefer to fill out the complaint and send it to us. Many others prefer taking a complaint over the phone. We make use of email, fax machines, and will even send consumers an information release form through the mail which includes a self-address stamped envelope to return the form. If we know a customer has a vision impairment depending on their preference will can send them a release form in braille or large print. For the hearing impaired we do have use of our interpreter relay center and the director/advocate also has a background in deafness and sign language skills.



This Report is Complete and Correct.Yes
Date Signed:19-Dec-14
Name of Designated Agency Official:Rachel L. Hughes
Title of Designated Agency Official:Director/Advocate