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

Iowa (IOWA DEPT OF HUMAN RIGHTS - Office with Person with Disabilities) - H161A140016 - FY2014

General Information

Designated Agency Identification

NameIowa Client Assistance Program
AddressDHR, Office of Persons with Disabilities
Address Line 2Lucas State Office Bldg.
CityDes Moines
Zip Code50319
Website Address
TTY (800)652-4298
Toll-free Phone(800)652-4298
Toll-free TTY(800)652-4298

Operating Agency (if different from Designated Agency)

NameIowa Client Assistance Program
AddressDHR, Office of Persons with Disabilities
Address Line 2Lucas State Office Bldg.
CityDes Moines
Zip Code50319
Website Address
Toll-free Phone(800)652-4298
Toll-free TTY(800)652-4298

Additional Information

Name of CAP Director/CoordinatorPage Eastin
Person to contact regarding reportPage Eastin
Contact Person Phone515-281-8088

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act24
2. Information regarding Title I of the ADA23
3. Other information provided68
4. Total I&R services provided (Lines A1+A2+A3)115
5. Individuals attending trainings by CAP staff (approximate)320

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 year12
3. Total individuals served (Lines B1+B2)15
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. 8

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 favor6
2. Some issues resolved in individual's favor (when there are multiple issues)4
3. CAP determines VR agency position/decision was appropriate for the individual3
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)0
5. Individual chose alternative representation0
6. Individual decided not to pursue resolution2
7. Appeals were unsuccessful0
8. CAP services not needed due to individual's death, relocation, etc.0
9. Individual refused to cooperate with CAP0
10. CAP unable to take case due to lack of resources0
11. Other (please explain)


E. Results achieved for individuals

1. Controlling law/policy explained to individual4
2. Application for services completed.0
3. Eligibility determination expedited0
4. Individual participated in evaluation1
5. IPE developed/implemented2
6. Communication re-established between individual and other party5
7. Individual assigned to new counselor/office2
8. Alternative resources identified for individual1
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 under2
2. 22 - 404
3. 41 - 648
4. 65 and over1
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)15

B. Gender

Multiple responses not permitted.

1. Female9
2. Male6
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)15

C. Race/ethnicity

1. Hispanic/Latino of any race1
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native0
3. Asian0
4. Black or African American1
5. Native Hawaiian or Other Pacific Islander0
6. White13
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 impairments0
3. Deafness0
4. Hard of hearing1
5. Deaf-blind0
6. Orthopedic impairments5
7. Absense of extremities0
8. Mental illness6
9. Substance abuse (alcohol or drugs)0
10. Mental retardation0
11. Specific learning disabilities (SLD)0
12. Neurological disorders1
13. Respiratory disorders0
14. Heart and other circulatory conditions0
15. Digestive disorders1
16. Genitourinary conditions0
17. Speech Impairments0
18. AIDS/HIV positive0
19. Traumatic brain injury (TBI)0
20. All other disabilities0
21. Disabilities not known0
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)15

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program1
2. Clients of VR Program13
3. Applicants or clients of IL Program1
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 only14
2. Other Rehabilitation Act sources only1
3. Both VR agency and other Rehabilitation Act sources0
4. Employer1

G. Problem areas

Multiple responses permitted.

1. Individual requests information1
2. Communication problems between individual and counselor5
3. Conflict about services to be provided10
4. Related to application/eligibility process1
5. Related to IPE development/implementation2
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/referral0
2. Advisory/interpretational11
3. Negotiation3
4. Administrative/informal review1
5. Alternative dispute resolution0
6. Formal appeal/fair hearing0
7. Legal remedy0
8. Transportation0

Part III. Narrative


Part III. Narrative a. Iowa’s Client Assistance Program is operated by an external public agency, the Office of Persons with Disabilities, Division of Community Advocacy Services within the Iowa Department of Human Rights. b. Sources of funds expended: Federal funds: $121,770 State funds: $0 All other funds: $0 Total from all sources: $121,770 c. Budget for current and following fiscal years: Actual Expenditures FFY 2014; Projected Budget FFY 2015 Wages & Salaries: $55,293; $59,179 Fringes: $33,620; $25.072 Materials/Supplies: $6,191; $4,624 Postage: $82; $168 Telephone: $1,342; $1800 Rent: $0; $0 Travel: $6,249; $15,500 Copying:$0; $0 Bonding/Ins: $0; $0 Equipment Rental/Purchase: $0; $0 Legal: $0; $0 Indirect: $14,726; $15,259 Misc: $207; $168 Total: $117,709; $121,770 d. Number of person-years Type; Full-time equiv; % of year position filled; Person-years Professional Full-Time; 1; 0.85; 0.8467 Part-Time Vacant; 0; 0.15; 0.1533 Clerical Full-time, 1, 100, 0.05 Part-time; 2; 0.25; 0.1824 Vacant e. Summary of presentations made: CAP Advocates made presentations to approximately 321 individuals. Presentations including information about the role of CAP, Vocational Rehabilitation, and Centers for Independent Living and the services offered through each. Presentations were made to the Iowa Commission on Persons with Disabilities, The Deaf Services Commission, The Brain Injury Alliance of Iowa, Iowa Youth Leadership Forum, Iowa Rehabilitation Association annual conference, and at a Community Conversation which included employers, rehabilitation providers, and state partner agencies. f. Involvement with advisory boards: CAP has continued its involvement with the SRC for Iowa Vocational Rehabilitation Services (IVRS). The current CAP Advocate reviewed the Statewide Needs Assessment, but no comments were made as CAP Advocate was new to the role. CAP has continued its involvement with the Statewide Independent Living Council and attends all meetings whenever possible. The current CAP Advocate has taken it upon herself to make more of a presence with CIL’s as there have been an increase in the number of complaints. g. Outreach to unserved/underserved populations: CAP continues to work closely with the Disabilities Consultant from the Office of Deaf Services, which is housed within the Iowa Department of Human Rights. The CAP Advocate also presented about the role of CAP to the Deaf Services Commission. Additionally, CAP has continued to work closely with the following offices in the Iowa Department of Human Rights: Latinos, African American, Native Americans and Asian and Pacific Islanders. The CAP Advocate is available to consult with the staff of these offices on disability services and employment related issues when requested. The staff from these offices is available to provide information to CAP on cultural competency issues as well. h. Alternative dispute resolutions: CAP was not involved in any Alternative Dispute Resolutions. i. Systemic Advocacy CAP developed a questionnaire to identify how the core services are being provided at Centers for Independent Living. This came as a result of work started by an earlier CAP Advocate (Jackie Wipperman) and also as a result of complaints received from consumers regarding two of the Centers for Independent Living. CAP began visiting each center and will continue this into the next fiscal year. CAP also began planning community focus groups in the areas of the state where the complaints were made. The focus groups will be held in the next fiscal year. CAP was consulted by the State VR Agency (IVRS) on an issue regarding the credentials of professionals diagnosing clients during eligibility. CAP provided input on this issue. j. Interesting cases From October to March, the former CAP Advocate was employed (Mike Williams). When he resigned, an interim CAP Advocate filled in (Jill Avery) as she had done in the past when a former CAP Advocate had been on medical leave (Jackie Wipperman). The current CAP Advocate (Page Eastin) took over on June 16, 2014. Because of the staff turnover, the numbers of Information and Referral, CAP Cases, Systemic Advocacy, and Presentations are lower. The Current CAP Advocate has increased efforts in all of those areas, which will likely be apparent in the report for next fiscal year. Case 1: CAP took a case involving a young woman who was a client of the state VR agency who was told she could not receive training to meet her employment goal because the training would extend past the expiration date of her Visa. Although the client had applied for a permanent residency card, she was not expected to find out whether or not she would be approved for several months. VR was willing to provide job placement assistance and CAP was able to get them to provide short-term training with the agreement that she will amend her IPE if/when she receives her permanent residency card. With Iowa’s growing refugee and immigrant population, it is likely that there will be an increase in similar situations. The CAP Advocate is addressing the issue with the SRC and plans to suggest the implementation of a policy addressing the issue. Case 2: CAP was contacted by a state VR client who was hired by an employer who also happened to be a contracted CRP with the state VR agency. The client was terminated during his orientation and accused of falling asleep although he produced notes that covered all of the material presented during orientation. The client was having trouble both regulating his blood sugar and controlling his asthma at the time. CAP assisted the client with filing a discrimination complaint with the Iowa Civil Rights Commission (EEOC). CAP also addressed the issue with the state VR agency so that they can educate the CRP. The VR agency’s Employer’s Disability Rights Network is available to provide resources and training to employers regarding disability issues. The complaint is on-going with the EEOC currently, but the client has found full-time employment elsewhere. k. On-line information/outreach CAP has a webpage which is part of the Iowa Department of Human Rights, Office of Persons with Disabilities and is maintained by an employee within the agency. CAP does not currently have a presence on Facebook due to government policy. CAP provides publications electronically and in hard-copy to agencies, organizations and individuals who request. CAP provides all brochures to both the general and blind agencies for their applicants and clients and to all of the Independent Living Centers serving Iowa.



This Report is Complete and Correct.Yes
Date Signed:20-Nov-14
Name of Designated Agency Official:Page Eastin
Title of Designated Agency Official:Disabilities Consultant