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

Oklahoma (Office of Disability Concerns) - H161A140037 - FY2014

General Information

Designated Agency Identification

NameOklahoma Office of Disability Concerns
Address2401 N.W. 23rd Street, suite 90
Address Line 2
CityOklahoma City
Zip Code73107
Website Address
Toll-free Phone800-522-8224
Toll-free TTY

Operating Agency (if different from Designated Agency)

Nameoperating and designated agency same
Address Line 2
Zip Code
E-mail Address
Website Address
Toll-free Phone
Toll-free TTY

Additional Information

Name of CAP Director/CoordinatorWilliam Ginn
Person to contact regarding reportWilliam Ginn
Contact Person Phone405-521-3756

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act40
2. Information regarding Title I of the ADA5
3. Other information provided133
4. Total I&R services provided (Lines A1+A2+A3)178
5. Individuals attending trainings by CAP staff (approximate)262

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)11
2. Additional individuals who were served during the year43
3. Total individuals served (Lines B1+B2)54
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. 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 favor26
2. Some issues resolved in individual's favor (when there are multiple issues)15
3. CAP determines VR agency position/decision was appropriate for the individual8
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)0
5. Individual chose alternative representation1
6. Individual decided not to pursue resolution4
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)

There are no cases of "other".

E. Results achieved for individuals

1. Controlling law/policy explained to individual12
2. Application for services completed.0
3. Eligibility determination expedited1
4. Individual participated in evaluation1
5. IPE developed/implemented15
6. Communication re-established between individual and other party20
7. Individual assigned to new counselor/office2
8. Alternative resources identified for individual2
9. ADA/504/EEO/OCR/ complaint made0
10. Other1
11. Other (please explain)

DRS closed one case after several missed appointments. CAP felt the agency was justified in this. The client always had the option to re-apply for services in order to open a new case.

Part II. Program Data

A. Age

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

1. 21 and under3
2. 22 - 4017
3. 41 - 6431
4. 65 and over3
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)54

B. Gender

Multiple responses not permitted.

1. Female28
2. Male26
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)54

C. Race/ethnicity

1. Hispanic/Latino of any race0
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native5
3. Asian0
4. Black or African American17
5. Native Hawaiian or Other Pacific Islander0
6. White32
7. Two or more races0
8. Race/ethnicity unknown0

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Blindness (both eyes)4
2. Other visual impairments5
3. Deafness1
4. Hard of hearing0
5. Deaf-blind0
6. Orthopedic impairments14
7. Absense of extremities0
8. Mental illness8
9. Substance abuse (alcohol or drugs)0
10. Mental retardation1
11. Specific learning disabilities (SLD)1
12. Neurological disorders9
13. Respiratory disorders1
14. Heart and other circulatory conditions4
15. Digestive disorders0
16. Genitourinary conditions0
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.)54

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program1
2. Clients of VR Program51
3. Applicants or clients of IL Program0
4. Applicants or clients of other programs and projects funded under the Act2

F. Source of individual's concern

Multiple responses permitted.

1. VR agency only51
2. Other Rehabilitation Act sources only1
3. Both VR agency and other Rehabilitation Act sources2
4. Employer0

G. Problem areas

Multiple responses permitted.

1. Individual requests information22
2. Communication problems between individual and counselor41
3. Conflict about services to be provided57
4. Related to application/eligibility process2
5. Related to IPE development/implementation34
6. Other Rehabilitation Act-related problems4
7. Non-Rehabilitation Act related4
8. Related to Title I of the ADA2

H. Types of CAP services provided

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

1. Information/referral4
2. Advisory/interpretational12
3. Negotiation33
4. Administrative/informal review1
5. Alternative dispute resolution4
6. Formal appeal/fair hearing0
7. Legal remedy0
8. Transportation0

Part III. Narrative


(A) Type of agency used to administer CAP:

The Client Assistance Program in Oklahoma is administered through a state government agency separate from the Oklahoma Department of Rehabilitation Services. This state agency is the Office of Disability Concerns previously known as the Office of Handicapped Concerns. The CAP program in Oklahoma has been a part of the Office of Disability Concerns since its inception in 1984.

(B) Source of funds expended: All funds expended in the CAP program in Oklahoma are administrated by the Office of Disability Concerns from the grant originating in the Rehabilitation Services Administration (RSA). However, CAP collaborated with other entities such as the Oklahoma Rehabilitation Council, Workforce Oklahoma, and the State Independent Living Council to hold a conference for people with disabilities on October 25, 2013 called "Why Work Pay$." We also collaborated with the Central Oklahoma Workforce Investment Board in sponsoring soft employment skills for people with disabilities in a class "Smart Work Ethics." These other entities contributed funds and staff time for a common goal of serving the public with disabilities. (C) Budget for current and following fiscal years: The 2014 CAP budget is $123,187. Payroll/Benefits 82,279 Phone 1434 Office supplies 386 Rent 11,609 Postage 1278 Membership dues 903 Seminar/train 1893 Travel 614 Equipment maint. 758 Insurance 265 Bldg. maint. 83 Data processing 5498 Total CAP expenditure 2014 107,000 (D) Number of person-years: Professional 1 @ 100% Part-time 0.2 of 2 persons @ 16 each Clerical part time 0.1 of 1 person @ 16

(E) Summary of presentations made:

04/02/2014, 04/08/2014 I distributed packets about people with disabilities to 13 state legislators at Disability Day at the Capitol in Oklahoma City. This was an opportunity to meet state legislators personally and discuss with them concerns of people with disabilities. On April 8 I travelled with a group of Oklahoma DRS administrators to talk with the Oklahoma Congressional delegation in Washington, D.C. The purpose of this was to discuss the amendments to the Rehab. Act which were being considered at the time.

04/30/2014 Disability Awareness training to state employees including CAP information The Office of Disability Concerns conducts four disability awareness trainings per year with state employees. Although CAP was not present at all four trainings, CAP information was presented to the audience each time.

02/26/2014, 08/27/2014 DRS New Employee Orientation CAP is a regular presenter at DRS New Employee Orientation. I share with new employees the history of the Client Assistance Program and its purpose as outlined in the Rehab. Act.

08/14/2014 DRS Administrator retreat at Quartz Mountain Lodge This was the first time I ever addressed all DRS administrators at their annual retreat. I shared with administrators the problem I hear most frequently in CAP which is a lack of communication. "They don’t return my phone calls." I spoke of the successes I have seen in the VR/VS program in getting needed equipment and rehabilitation for a successful closure.

06/26/2014 Presented on CAP to northeast Oklahoma DRS supervisory group I spoke to a group of DRS counselors and techs about the CAP process in intake and release of information. I had an opportunity to meet personnel and answer their questions.

11/04/2013 Presented about CAP at the Oklahoma Transition Institute in Norman, Oklahoma The target audience for the OTI was students with disabilities and their families. The title of my presentation was "How to Access VR Services" and the effort was to encourage the target audience to involve VR in their transition planning in the school.

11/21/2013, 04/01/2014 Presented on CAP and transition to family conference in Choctaw, Oklahoma and Ardmore, Oklahoma respectively The Office of Disability Concerns and the Client Assistance Program collaborates with other state agencies and non-profit agencies in Oklahoma to bring information about social services to the Oklahoma public. Other agencies include the Disability Law Center, the Developmental Disabilities Services Division, Make Promises Happen Camps, and the State Department of Education. Most conferences are full day and take place in towns across the state as well as the two metropolitan areas.

I estimate I have spoken to 275 people about the Client Assistance Program in the federal fiscal year of 2014.

(F) Involvement with advisory boards:

CAP is a permanent member of the State Rehabilitation Council in Oklahoma. I serve as chair person of the Policy and Legislation Committee in the SRC. CAP is a non-voting member of the State Independent Living Council. CAP attends all meetings of the DRS Policy Committee.

G) Outreach to unserved/underserved populations:

10/25/2013 Took part in planning a conference sponsored by the Office of Disability Concerns "Why Work Pay$" with a target audience of people with disabilities who are drawing Social Security and not currently working This conference brought in a national speaker to the Oklahoma History Center to talk about asset building. This conference was a collaborative effort with the Oklahoma Rehabilitation Council, the Department of Rehabilitation Services, the Central Oklahoma Workforce Investment Board and private vendors. The Office of Disability Concerns emphasizes the importance of people with disabilities in taking charge of their finances. The conference encouraged people with disabilities to work if they are able because work provides a way out of poverty.

11/04/2013 Presented at the Oklahoma Transition Institute held at Embassy Suites Hotel--target audience students in transition and their families The Client Assistance Program firmly supports good transition planning for youth ages 16-24. Accessing VR services is another piece in the puzzle. I encouraged involving VR with the public school, the client, and the family in planning for a positive future for the student with disabilities.

03/26/2014 Staffed a booth with information about CAP at the Oklahoma City Metro Transition Fair--target audience students in transition and their families The Oklahoma City Metro Transition Fair was a spin off of the Oklahoma Transition Institute of November, 2013. The Office of Disability Concerns had a booth at this transition fair providing information about our agency and CAP in particular to students with disabilities and their families. 04/23/2014, 05/16/2014 Arranged for Spanish language translation and recording for our new phone messaging system at the Office of Disability Concerns including messaging about CAP The Office of Disability Concerns purchased a new phone system with messaging routing callers to appropriate staff within our office as well as providing some basic information. I arranged for this messaging system to be translated and recorded in Spanish for those callers whose primary language is not English. This office is prepared to schedule an interpreter to discuss a caller’s concerns if that caller feels more comfortable communicating their needs in their native language.

08/2014 Made a proposal and submitted a plan together with the Director of the Office of Disability Concerns for agency staff to conduct a training in multiple sessions over a month. This training is entitled "Smart Work Ethics" and the intention is to build soft skills needed for people with disabilities to get and maintain employment. "Smart Work Ethics" was a collaboration with other entitities including the Central Oklahoma Workforce Investment Board. The target audience was people with intellectual disabilities who wanted to go to work. Made a proposal and submitted a plan for staff from the Office of Disability Concerns to contact VR counselors across the state of Oklahoma regarding the 25,000 entry database at the Office of Disability Concerns to meet client needs that VR could not do. Made a proposal and submitted a plan for staff from the Office of Disability Concerns to hold a "Life Summit" on transition in Lawton, Oklahoma in June, 2015. The purpose of this presentation is to encourage students with disabilities and their families to think about the rest of their lives when their public education is complete.

CAP has written a state publication "The Little Book of Advocacy." This book includes information on the appeals procedure within the Oklahoma Department of Rehabilitation Services. It also includes information about the appeals procedure within Social Security, public education, and the Oklahoma Department of Human Services. In the federal fiscal year of 2014, we distributed 565 copies of this advocacy book statewide both hard copy and electronically.

The Office of Disability Concerns has a new and improved website with a monthly average of 638 visits. We post job openings regularly. We are also now on Facebook and Twitter with information beneficial to people with disabilities. H) Alternative Dispute Resolution:

My first effort at dispute resolution is with the individual DRS counselor. If I still have a concern, I continue up the administrative line. The following activities document some efforts in alternative dispute resolution:

12/20/2013 Client meeting with Field Coordinator, Program Manager, and DRS counselor. The client needed equipment and supplies to open a business, and the agency had been reluctant to provide everything because of the expense. This meeting resulted in the client’s getting the equipment and supplies needed for a successful business.

01/15/2014 Client meeting with Division Administrator, Field Coordinator, Program Manager. This meeting was prompted by a clash between a DRS counselor and a client. The Division Administrator determined that the counselor had been out of line.

02/24/2014 Client meeting with DRS supervisor and DRS counselor This meeting was necessary to get supervisory assistance in moving to implement the client IPE. It was successful.

04/16/2014 Client Administrative Review with assistant Division Administrator A client’s case was in danger of closing before full implementation of the IPE. This meeting was necessary to get the client back on track to achieve their Vocational Outcome. These meetings all resulted favorably for the client. A Fair Hearing was avoided.

I) Systemic Advocacy:

In December 2013 CAP became aware of a proposed policy change at the Oklahoma Department of Rehabilitation Services which would narrow DRS client ability to request a Fair Hearing. The following activities document CAP efforts to advocate for DRS clients:

01/18/2014 CAP met with Oklahoma DRS Director Joe Cordova with concerns about the proposed policy change. Mr. Cordova was receptive to CAP concerns.

01/24/2014 CAP contacts Amy Scherer of the NDRN. Amy confirms her concerns about proposed DRS policy changes in Oklahoma.

02/03/2014 CAP attends public meeting in Oklahoma City and speaks against the proposed policy change.

These policy changes were withdrawn by the department. CAP participates in the DRS Policy Committee and will be vigilant in protecting the rights of DRS clients.

J) Interesting Cases:

A client contacted the Client Assistance Program in October 2013 with concerns about her business. She wanted to open a business providing skin care procedures such as body wraps and facials. Her DRS counselor was not listening to the equipment and supply needs she had. Although DRS had agreed to pay the rent on a time-limited basis for the space for the client’s business, the check did not come in a timely manner and resulted in client hardship. This case went to the Division Administrator for resolution in a meeting involving CAP, the client, and various levels of DRS administrative staff. This client received all the supplies and equipment she needed and a DRS agreement to pay the rent on her building for the period the dispute had occurred.

Another client had a similar case. He wanted to open a business as a Real Estate Preservation Specialist. He would assess properties, take pictures, and clean up foreclosed properties as directed by his clients. DRS agreed to pay the salary of one employee for a month after the business opened, but the check was lost, and the employee quit. Equipment for the business came two months after the business had opened. CAP and the client went to the new Field Coordinator with the problems. The Field Coordinator was not able to relieve the damage already done but was able to make sure that this kind of service did not continue. This client now has his own business and operates independently.

(K) On-line information/outreach

CAP has a portion of the website of the Office of Disability Concerns located at The CAP brochure which is distributed to all DRS clients at various points in their case is available for download at this site. Information about the Client Assistance Program is available on our website.

CAP writes an article for our agency newsletter "The Oklahoma Pledge" which is distributed through our agency website located at This article is called "A Tip of the Hat from CAP." It gives CAP the opportunity to address information about the Department of Rehabilitation Services in an ongoing basis in the agency quarterly newsletter. We have addressed subjects such as realistic expectations for DRS clients and solving communication problems with DRS counselors. We will continue to use this venue to educate DRS clients on how to get the most out of their agency experience. Our agency website regularly posts available jobs from employers who are disability friendly. In September 2014 alone, we posted 180 jobs with an averge wage/salary of $65,235 per year. We do not track web hits on specific parts of our website, but we do track hits on the website as a whole. In the federal fiscal year of 2014 there were 13,269 hits on our website.

CAP takes regular responsibility to forward public information for posting on our agency website and our agency Twitter and Facebook account. Public information consists on dates of important conferences in Oklahoma addressing disability issues to disability statistics which are of interest to the community. In the federal fiscal year of 2014 we were instrumental in about 200 postings of public information.



This Report is Complete and Correct.Yes
Date Signed:22-Dec-14
Name of Designated Agency Official:William Ginn
Title of Designated Agency Official:Client Assistance Program Director