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

Wisconsin (WISCONSIN STATE DEPT OF AGRICULTURE, TRADE and CONSUMER PROTECTION) - H161A140054 - FY2014

General Information

Designated Agency Identification

NameWisconsin Client Assistance Program
Address2811 Agriculture Drive
Address Line 2PO Box 8911
CityMadison
StateWisconsin
Zip Code53708
E-mail Addresslinda.vegoe@wisconsin.gov
Website Addresshttp://www.wicap.wisconsin.gov
Phone608-224-5070
TTY
Toll-free Phone800-362-1290
Toll-free TTY
Fax608-224-5069

Operating Agency (if different from Designated Agency)

NameWisconsin Client Assistance Program
Address2811 Agriculture Drive
Address Line 2PO Box 8911
CityMadison
Zip Code53708
E-mail Addresslinda.vegoe@wisconsin.gov
Website Addresshttp://www.wicap.wisconsin.gov
Phone608-224-5070
TTY
Toll-free Phone800-362-1290
Toll-free TTY
Fax608-224-5069

Additional Information

Name of CAP Director/CoordinatorLinda Vegoe
Person to contact regarding reportLinda Vegoe
Contact Person Phone608-224-5070

Part I. Agency Workload Data

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the Rehabilitation Act1,266
2. Information regarding Title I of the ADA10
3. Other information provided290
4. Total I&R services provided (Lines A1+A2+A3)1,566
5. Individuals attending trainings by CAP staff (approximate)200

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)28
2. Additional individuals who were served during the year160
3. Total individuals served (Lines B1+B2)188
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.)9

C. Individual still being served as of September 30

Carryover to next year. This total may not exceed Line I.B3. 38

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 favor65
2. Some issues resolved in individual's favor (when there are multiple issues)36
3. CAP determines VR agency position/decision was appropriate for the individual27
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)10
5. Individual chose alternative representation2
6. Individual decided not to pursue resolution14
7. Appeals were unsuccessful5
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)

No cases in "other"

E. Results achieved for individuals

1. Controlling law/policy explained to individual68
2. Application for services completed.5
3. Eligibility determination expedited3
4. Individual participated in evaluation8
5. IPE developed/implemented23
6. Communication re-established between individual and other party22
7. Individual assigned to new counselor/office68
8. Alternative resources identified for individual3
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 under40
2. 22 - 4071
3. 41 - 6474
4. 65 and over3
5. Total (Sum of Lines A1 through A4. Total must equal Line I.B3.)188

B. Gender

Multiple responses not permitted.

1. Female93
2. Male95
3. Total (Sum of Lines B1 and B2. Total must equal Line I.B3.)188

C. Race/ethnicity

1. Hispanic/Latino of any race7
For individuals who are non-Hispanic/Latino only
2. American Indian or Alaskan Native3
3. Asian2
4. Black or African American54
5. Native Hawaiian or Other Pacific Islander0
6. White122
7. Two or more races0
8. Race/ethnicity unknown0

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Blindness (both eyes)6
2. Other visual impairments3
3. Deafness4
4. Hard of hearing5
5. Deaf-blind0
6. Orthopedic impairments55
7. Absense of extremities1
8. Mental illness53
9. Substance abuse (alcohol or drugs)3
10. Mental retardation9
11. Specific learning disabilities (SLD)19
12. Neurological disorders20
13. Respiratory disorders0
14. Heart and other circulatory conditions2
15. Digestive disorders0
16. Genitourinary conditions0
17. Speech Impairments0
18. AIDS/HIV positive2
19. Traumatic brain injury (TBI)5
20. All other disabilities1
21. Disabilities not known0
22. Total (Sum of Lines D1 through D21. Total must equal Line I. B3.)188

E. Types of individuals served

Multiple responses permitted.

1. Applicants of VR Program17
2. Clients of VR Program179
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 only196
2. Other Rehabilitation Act sources only1
3. Both VR agency and other Rehabilitation Act sources0
4. Employer0

G. Problem areas

Multiple responses permitted.

1. Individual requests information19
2. Communication problems between individual and counselor46
3. Conflict about services to be provided94
4. Related to application/eligibility process22
5. Related to IPE development/implementation13
6. Other Rehabilitation Act-related problems2
7. Non-Rehabilitation Act related1
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/referral7
2. Advisory/interpretational60
3. Negotiation37
4. Administrative/informal review52
5. Alternative dispute resolution3
6. Formal appeal/fair hearing0
7. Legal remedy0
8. Transportation0

Part III. Narrative

Narrative

a. Wisconsin CAP is an external CAP agency housed in a public agency other than VR b. Source of funds: 100.00 federal funds c. Budget for 2014 Budget for 2015 Salaries: 110943 113162 Fringe: 47723 48676 Contract Services 839 0 Indirect 1903* TBD (est. 21246) Insurance 252 252 Mailing 63 65 Maintenance 363 375 Phones 1533 1600 Admin costs 1556 1600 Rent 13345 13345 Supplies 1452 1500 Travel and Training 4955 4500 Total: 184,915 185075

*the department reduced our indirect cost for 2014 so we could maintain full time staff for the program.

d. CAP staffing is comprised of 2 professional full time equivalent positions. The positions were filled 100.00 of the year or 2 Person-Years e. Presentations The role of VR and CAP to long term care staff (135) Transition services to APSE pre-conference (15) VR and CAP - Physical Disability Council (20) New VR Employee Orientation (30)f.

Advisory board involvement: Wisconsin Rehabilitation Council National Coalition of State Rehabilitation Councils Wisconsin Rehabilitation Association Work Incentive Benefits Specialist Association

g. Outreach activities focused on presentations and information sharing for organizations working with individuals who might otherwise be referred to sub-minimum wage work settings. Information focused on addressing common myths and fears about Vocational Rehabilitation, such as: "I am too disabled to work with VR" "Working with VR will make me lose my medical benefits" "I’ve heard VR only works with seniors in high school" "VR has a waiting list, the workshop does not."

h. Alternative Dispute Resolution: No cases were brought to hearing this year. We have increased our use of the Administrative Review process, meeting with regional directors. We have also consulted with VR Policy Analysts to get their interpretation on policy questions. i. Systemic methods and issues: 1. Regularly scheduled meetings with VR management to discuss "consumer trends" in consumer complaints to CAP. The discussion includes types of complaints, what part of the state is generating the complaints, and possible remedies. VR management also shares remedies recently implemented or pending so we can provide accurate information to CAP contacts. 2. Systemic work in partnership with the state rehabilitation council, other state disability councils, and the Wisconsin Rehabilitation Association. 3. Information distribution. A frequent consumer complaint occurs when an individual purchases something without prior approval of the DVR Counselor. A discussion may have occurred which the individual or service provider interpreted as consent to purchase. We brought the issue to the VR Policy Academy that addresses changes in policy and policies that are often misunderstood. VR staff provided details on the fiscal processes and the problem areas they have identified. Action: CAP developed a poster on the Fiscal Rules using consumer friendly terminology and had it vetted by Policy and Fiscal staff. VR is distributing the poster to all offices so VR consumers and service providers will be exposed to the information in multiple locations and multiple formats. j. Interesting cases. An individual who is blind was seeking work as a substitute teacher and the local school district questioned his ability to maintain control of the classroom and access their materials. We advocated for VR to provide an Assistive Technology assessment that would identify the technology he could use and provide training so he could describe its use in interviews. We also asked VR to transfer his case to a VR counselor experienced in explaining assistive technology to a potential employer.

A high school student was discouraged from applying to VR as it was "more than the typical two years before her graduation." When the student waited a year and then applied, she was placed on the waiting list. Both she and the family felt this was unfair. We reviewed the case to see if she could be placed in the top OOS category that has no waiting period. The category was correct, so we were not able to use that remedy. As a compromise, we advocated for the IPE appointment to be scheduled during the first week she would be activated from the waiting list, which coincided with the beginning of the school year. k. The website is offline until we can contract for some updates to the information and ease of access.

Certification

Approved

This Report is Complete and Correct.Yes
Date Signed:23-Dec-14
Name of Designated Agency Official:Linda Vegoe
Title of Designated Agency Official:Wisconsin CAP Director