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


General Information

Designated Agency Identification

NameUnited Cerebral Palsy of Delaware, Inc.
Address700A River Road
Address Line 2
Zip Code19809
Website Address
TTY 302-764-2400
Toll-free Phone1-800-640-9336
Toll-free TTY1-800-640-9336

Operating Agency (if different from Designated Agency)

NameUnited Cerebral Palsy of Delaware, 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 Phone302-764-2400

Part I. Non-case Services

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the vocational rehabilitation (VR) program24
2. Information regarding independent living programs22
3. Information regarding American Indian VR Service projects0
4. Information regarding Title I of the ADA26
5. Other information provided23
6. Information regarding CAP8
7. Total I&R services provided (Lines A1 through A6)103

B. Training Activities

Presentations by Delaware CAP Employee Transition Conference This is one of two major outreach events for Delaware CAP. Although no presentation was given, information and literature about CAP was provided to Transition students. Division of Vocational Rehabilitation (DVR) CAP Advocate (CAP A.) was invited to attend the DVR staff meeting. At the meeting, CAP A. was asked to give a brief talk. CAP A. stated that CAP’s goal is to be of assistance. While CAP and DVR are not always in agreement, CAP strives to resolve client issues in a professional manner. The District Administrator said that she has found CAP involvement to be helpful. CP Disability Day CAP Staff celebrated CP Day. The staff helped put together information about CP and handed out information while talking about CAP as well. Life Conference Summary above pertaining to the Transition Conference also applies regarding the Life Conference. Division for the Visually Impaired (DVI) DVI asked CAP A. to present to consumers regarding the Americans With Disabilities Act (ADA), primarily on Title I. CAP A. estimates that between 5—10 DVI consumers attended. CAP’s presentation content was prompted by questions which DVI consumers raised to DVI. After providing a brief overview of the ADA, CAP A. discussed Title I in detail. Consumers were informed that both nonprofits and for—profits with 15 or more employees must comply with this ADA title. Information was also given regarding relevant Delaware state law barring employers with between 4 and 14 employees from discriminating based on disability. Approximately a week after the presentation, CAP A. received thanks from DVI for presenting. The staff person stated that one consumer had requested an electronic copy of CAP A.’s presentation, which has been provided to DVI per request. DVI Annual CAP Presentation This was the annual CAP presentation in September to consumers at the aforementioned DVI location. Approximately 10 people registered. Information about CAP was provided, along with advocacy tips and an overview of the ADA in question/answer format. Since some of the consumers were not being serviced by Vocational Rehabilitation, participants were encouraged to contact CAP A. directly for an electronic copy of the presentation. Although one person expressed interest in the document, contact was never received. CAP A. was asked to present to Transition—age students at DVI in April and over the summer, but these events did not happen.

1. Number of training sessions presented to community groups and public agencies.10
2. Number of individuals who attended these training sessions.800
3. Describe training presented by the staff. Include the following information:
  1. topics covered
  2. purpose of the training
  3. description of the attendees

C. Agency Outreach

Describe the agency's outreach efforts to previously un-served or underserved individuals including minority communities.

CAP Director has joined three Disability Awareness Groups to promote CAP services available in the state. CAP believes this has been effective because there has been an increase of clients who are not DVR Referred. We hope to continue this type of Outreach.

D. Information Disseminated To The Public By Your Agency

For each method of dissemination, enter the total number of each method used by your agency during the reporting period to distribute information to the public. For publications/booklets/brochures (item 4), enter the total number of documents produced. Agencies should not include website hits. See instructions for details.

1. Agency Staff Interviewed or Featured on Radio and TV2
2. Articles about CAP Featured in Newspaper/Magazine/Journals1
3. PSAs/Videos Aired about the CAP Agency0
4. Publications/Booklets/Brochures Disseminated by the Agency1
5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc.15
6. Other (specify below)

E. Information Disseminated About Your Agency By External Media Coverage

Describe the various sources and information disseminated about your agency by an external source.

25th ADA Anniversary Video— CAP Director arranged for a Delaware 25th ADA Anniversary video which shares the events, vendors, and special interviews: including people with Disabilities, Professional Disability staff, and Disability Advocates.

Women Caucus Video — CAP Director participated in the Women Caucus video that was shown during the NCIL conference this year for the 25th ADA Anniversary.

Part II. Individual Case Services

A. Individuals served

An individual is counted only once during a fiscal year. Multiple counts are not permitted for Lines A1-A3.

1. Individuals who are still being served as of October 1 (carryover from prior year)7
2. Additional individuals who were served during the year11
3. Total individuals served (Lines A1+A2)18
4. Individuals (from Line A3) 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 A3 above.)2
5. Individual still being served as of September 30 (Carryover to next year. This total may not exceed Line A3.)4

B. Problem areas

Multiple responses permitted.

1. Individual requests information2
2. Communication problems between individual and VR counselor6
3. Conflict about VR services to be provided4
4. Related to VR application/eligibility process3
5. Related to assignment to order of selection priority category0
6. Related to IPE development/implementation
  1. Selection of vendors for provision of VR services
  2. Selection of training, post-secondary education
  3. Selection of employment outcome
  4. Transition services
7. Related to independent living services0
8. Other Rehabilitation Act-related problems0
9. Non-Rehabilitation Act related
  1. TANF
  3. Housing
  4. Other:
10. Related to Title I of the ADA0

C. Intervention Strategies for closed cases

(Choose one primary service the CAP provided for each closed case file. There may be more case files than actual individuals served.)

1. Short Term Technical Assistance5
2. Investigation/Monitoring7
3. Negotiation5
4. Mediation and other methods of Alternative Dispute Resolution0
5. Administrative / Informal Review0
6. Formal appeal / Fair Hearing0
7. Legal remedy / Litigation0
8. Total17

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.)

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 representation0
6. Individual withdrew complaint1
7. Issue not resolved in clients favor0
8. CAP services not needed due to individual's death, relocation, etc.0
9. Individual not responsive/cooperative with CAP2
10. CAP unable to take case due to lack of resources0
11. Conflict of interest0
12. Other (Please explain below)

E. Results achieved for individuals

(Choose one primary outcome for each closed case file. There may be more case files than the total number of individuals served.)

1. Controlling law/policy explained to individual2
2. Application for services completed0
3. Eligibility determination expedited3
4. Individual participated in evaluation1
5. IPE developed/implemented/Services Provided2
6. Communication re-established between individual and other party4
7. Individual assigned to new counselor/office0
8. Alternative resources identified for individual2
9. ADA/504/EEO/OCR complaint made0
10. Other (Please explain below)

Part III. Program Data

A. Age

Multiple responses not permitted.

1. Up to 181
2. 19 - 245
3. 25 - 403
4. 41 - 643
5. 65 and over6
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)18

B. Gender

Multiple responses not permitted.

1. Females9
2. Males9
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)18

C. Race/ethnicity of Individuals Served

1. Hispanic/Latino of any race (for individuals who are non-Hispanic/Latino only)1
2. American Indian or Alaskan Native0
3. Asian0
4. Black or African American9
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. Acquired Brain Injury1
4. Amputations or Absence of Extremities0
5. Arthritis or Rheumatism0
6. Anxiety Disorder0
7. Autism Spectrum Disorder0
8. Autoimmune or Immune Deficiencies (excluding AIDS/HIV)0
9. Blindness (Both Eyes)0
10. Other Visual Impairments (Not Blind)0
11. Cancer0
12. Cerebral Palsy2
13. Deafness0
14. Hard of Hearing/Hearing Impaired (Not Deaf)1
15. Deaf-Blind0
16. Diabetes0
17. Digestive Disorders0
18. Epilepsy0
19. Heart & Other Circulatory Conditions0
20. Intellectual Disability0
21. Mental Illness3
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment0
25. Neurological Disorders/Impairment0
26. Orthopedic Impairments3
27. Personality Disorders3
28. Respiratory Disorders/Impairment0
29. Skin Conditions0
30. Specific Learning Disabilities (SLD)0
31. Speech Impairments0
32. Spina Bifida0
33. Substance Abuse (Alcohol or Drugs)1
34. Other Disability3
35. Total (Sum of Lines D1through D34. Total must equal Part II, Line A3.)18

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR13
2. Individual eligible for VR services currently on a wait list0
3. Individual eligible for VR services not currently on a wait list2
4. Applicant or individual eligible for Independent Living1
5. Transition student/High school student2
6. All other applicants or individuals eligible for other programs or projects funded unther Rehabilitation Act0

Part IV. Systemic Activities and Litigation

A. Non-Litigation Systemic Activities

WIOA up coming changes in the states Policy and Regulations, Delaware CAP agency worked with DVR and SILC to connect with transition students and clients to inform the public of the changes. CAP helped plan programs and groups for transition youth. CAP also is keeping updated with changes to share when the regulations are completed and working.

1. Number of non-litigation systemic activities not involving individual representation that resulted in the change of one or more policy or practice of an agency.5
2. Describe the systemic activities conducted by CAP during the fiscal year and its impact on other agency's policies or practices.

B. Litigation

CAP Director assists the DVR Policy Committee to ensure WIOA changes are occurring correctly and in a timely manner.

1. Total number of CAP cases requiring litigation involving individual representation resulting in, or with the potential for, systemic change.
a. Number of cases requiring litigation involving individual representation filed during fiscal year.0
b. Number of on-going cases pending at start of fiscal year (carryover from prior fiscal year).0
c. Number of cases resolved through litigation during fiscal year.0
2. Describe the agency's on-going and completed systemic litigation activities involving individual representation.

Part V. Agency Information

A. Designated Agency

1. Agency Type (select only one option) External-other nonprofit agency
2. Name of designate agencyUnited Cerebral Palsy of Delaware Inc.
3. Is the designated agency contracting CAP services?No
4. If yes, name of contracting agency:United Cerebral Palsy of Delaware Inc.

B. Staff Employed

Provide a description of all CAP positions (see instructions)

Director— Full—Time 37.5 hrs./wk.. (July 2013—Now)

Administrations Assistance— Full Time 37.5 hrs./wk. (July 2012—Now)

Advocate —Part—Time 20 hrs./wk. (Volunteer April 2007—8 —Employed April 2008—Now)

Part VI. Case Examples

Provide some examples of some interesting cases during the past fiscal year.

Interesting CAP Case

A client contacted CAP because she was experiencing communication difficulty with a VR counselor. CAP met with client and the counselor several times to help reestablish communication. Client began working with a Job Placement vendor. She then found volunteer work which led to a job offer. Client accepted the offer, resulting in a positive outcome for all parties.

Interesting Case 2

A client contacted CAP twice claiming a VR counselor would not provide information requested. It became clear to CAP after first contact that the agency does not have access to the documents which the client wanted. The agency sent what they could provide to client twice after receiving contact from CAP. During both CAP cases, CAP supported the VR agency’s position. When closing client for the second time, CAP provided resources to the State Center where the client could obtain the identification documents requested.

Interesting Case 3

Client came to CAP looking for assistance with a few items: 1. New counselor (Client had worked with a counselor in each office within the entire state), 2. Client wanted tutoring for college course — with funding for Daycare for a child, DVR did not know said child exists, 3. Client wants transportation reimbursement (which doubled in a months’ time)

During a meeting between client, CAP and the VR agency, client—received tutoring, funds for Daycare and transportation reimbursement for the correct amount. The next meeting, client reneged on the plan and changed the plan again. Stated her child was older than first stated and preschool—not daycare, she needed to move home due to special situation but she still wanted tutoring. The last meeting, Client changed her case again and the circumstances were different from both previous meetings.

Approximately one month later, client requested Mediation. Since both CAP and the VR agency required a signed Release for mediation, CAP agreed to mail both documents to client for signature. Client did not return the documents, though CAP had contact with the client. A specified deadline had elapsed, resulting in Mediation withdrawal. CAP and DVR placed the case on a medical hold, with the understanding client could open the case in a few months. Client never responded back to CAP or DVR therefore case Closure letter was sent.


Reports are to be submitted to RSA within 90 days after the end of the fiscal year covered by this report. Please be reminded that you can enter data directly into RSA's website via the internet. Information on transmittal of the form is found on pages 19 and 20 of the reporting instructions.

Name of Designated Agency OfficialWilliam J. McCool III
Title of Designated Agency OfficialExecutive Director
Date Signed12/29/2015