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


General Information

Designated Agency Identification

NameMartin & Jones
Address123 N. McDonough St.
Address Line 2
Zip Code30030
Website Address
TTY 404-373-2040
Toll-free Phone800-822-9727
Toll-free TTY800-822-9727

Operating Agency (if different from Designated Agency)

NameMartin & Jones
Address123 N. McDonough St.
Address Line 2
Zip Code30030
Website Address
Toll-free Phone800-822-9727
Toll-free TTY800-822-9727

Additional Information

Name of CAP Director/CoordinatorCharles Martin
Person to contact regarding reportAshley Carraway
Contact Person Phone404-373-2040

Part I. Non-case Services

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the vocational rehabilitation (VR) program976
2. Information regarding independent living programs5
3. Information regarding American Indian VR Service projects0
4. Information regarding Title I of the ADA3
5. Other information provided0
6. Information regarding CAP27
7. Total I&R services provided (Lines A1 through A6)1,011

B. Training Activities

(A) Topics covered— CAP services, types of clients, types of complaints and results(Jan and April 2015); ethics training, customer service, changes in the diagnostic and statistical manual of mental disorders (DSM—V) (August 2015) (b) Purpose of the training— Inform SRC of CAP assistance to clients and other information and referral (Jan and April 2015);keep GRA members updated on new information in the disability community (August 2015) (c) description of the attendees — SRC board members (Jan and April 2015); GA rehab counselors, active and retired, CAP, other presenters (August 2015)

1. Number of training sessions presented to community groups and public agencies.3
2. Number of individuals who attended these training sessions.335
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 continues to distribute CAP brochures and information to organizations representing minorities to make them aware of CAP and the services provided by VR. For example, a CAP representative recently visited the Latin American Association as part of our outreach effort.

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 TV0
2. Articles about CAP Featured in Newspaper/Magazine/Journals0
3. PSAs/Videos Aired about the CAP Agency0
4. Publications/Booklets/Brochures Disseminated by the Agency90
5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc.0
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.

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)57
2. Additional individuals who were served during the year61
3. Total individuals served (Lines A1+A2)118
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.)3
5. Individual still being served as of September 30 (Carryover to next year. This total may not exceed Line A3.)54

B. Problem areas

Multiple responses permitted.

1. Individual requests information118
2. Communication problems between individual and VR counselor118
3. Conflict about VR services to be provided21
4. Related to VR application/eligibility process1
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 services19
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 Assistance0
2. Investigation/Monitoring36
3. Negotiation21
4. Mediation and other methods of Alternative Dispute Resolution0
5. Administrative / Informal Review2
6. Formal appeal / Fair Hearing0
7. Legal remedy / Litigation1
8. Total60

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 favor24
2. Some issues resolved in individual's favor (when there are multiple issues)6
3. CAP determines VR agency position/decision was appropriate for the individual2
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)1
5. Individual chose alternative representation0
6. Individual withdrew complaint14
7. Issue not resolved in clients favor0
8. CAP services not needed due to individual's death, relocation, etc.1
9. Individual not responsive/cooperative with CAP0
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 individual21
2. Application for services completed0
3. Eligibility determination expedited0
4. Individual participated in evaluation0
5. IPE developed/implemented/Services Provided15
6. Communication re-established between individual and other party3
7. Individual assigned to new counselor/office1
8. Alternative resources identified for individual9
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 180
2. 19 - 2464
3. 25 - 4022
4. 41 - 6430
5. 65 and over2
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)118

B. Gender

Multiple responses not permitted.

1. Females64
2. Males54
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)118

C. Race/ethnicity of Individuals Served

1. Hispanic/Latino of any race (for individuals who are non-Hispanic/Latino only)2
2. American Indian or Alaskan Native0
3. Asian2
4. Black or African American33
5. Native Hawaiian or Other Pacific Islander0
6. White33
7. Two or more races0
8. Race/ethnicity unknown48

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Acquired Brain Injury0
4. Amputations or Absence of Extremities1
5. Arthritis or Rheumatism0
6. Anxiety Disorder0
7. Autism Spectrum Disorder0
8. Autoimmune or Immune Deficiencies (excluding AIDS/HIV)2
9. Blindness (Both Eyes)11
10. Other Visual Impairments (Not Blind)5
11. Cancer0
12. Cerebral Palsy0
13. Deafness10
14. Hard of Hearing/Hearing Impaired (Not Deaf)0
15. Deaf-Blind2
16. Diabetes0
17. Digestive Disorders1
18. Epilepsy0
19. Heart & Other Circulatory Conditions2
20. Intellectual Disability1
21. Mental Illness12
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment0
25. Neurological Disorders/Impairment14
26. Orthopedic Impairments5
27. Personality Disorders2
28. Respiratory Disorders/Impairment0
29. Skin Conditions0
30. Specific Learning Disabilities (SLD)8
31. Speech Impairments0
32. Spina Bifida0
33. Substance Abuse (Alcohol or Drugs)0
34. Other Disability41
35. Total (Sum of Lines D1through D34. Total must equal Part II, Line A3.)118

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR6
2. Individual eligible for VR services currently on a wait list0
3. Individual eligible for VR services not currently on a wait list101
4. Applicant or individual eligible for Independent Living0
5. Transition student/High school student0
6. All other applicants or individuals eligible for other programs or projects funded unther Rehabilitation Act15

Part IV. Systemic Activities and Litigation

A. Non-Litigation Systemic Activities

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.0
2. Describe the systemic activities conducted by CAP during the fiscal year and its impact on other agency's policies or practices.

B. Litigation

Two court cases were filed this year for the same client. The first was over the issue of reduction of services by application of a policy that had not been properly adopted through notice and public hearings. The second was over the attempt to reduce services again while the appeal was still pending on the first attempt to reduce services. The two cases were consolidated by the court, and a settlement was reached that resolved both wholly in favor of the client.

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.2
b. Number of on-going cases pending at start of fiscal year (carryover from prior fiscal year).1
c. Number of cases resolved through litigation during fiscal year.1
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-all other private agencies
2. Name of designate agencyMartin and Jones
3. Is the designated agency contracting CAP services?No
4. If yes, name of contracting agency:None

B. Staff Employed

Provide a description of all CAP positions (see instructions)

Number of Person Years—2 and l/2 professional, and l/2 clerical.

The Georgia CAP staff consists of the Director, Assistant Director, a Counselor/Advocate, and a part—time administrative assistant. The Georgia CAP has available legal representation. Charles Martin, previously the CAP attorney, has served as the CAP Director since 1997. The Assistant Director, Ashley Carraway, was previously an attorney and litigation manager, and carries an active CAP caseload. The Counselor/Advocate, Jennifer Page was a vocational rehabilitation counselor before becoming a CAP counselor.

Part VI. Case Examples

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

Interesting Cases Client was referred to CAP by recently retired, high—ranking VR official. CAP first provided information to the client on the strategy around challenging a case closing vs. re—applying (new VRC possible, medical records need not be resubmitted, etc.). She then called with other non—VR issues, and CAP referred her to Social Security attorneys’ office. Client suffered from a disability which, in his mind, carried with it a social stigma. He came to believe that any failure of the agency to meet his expectations was the result of discrimination arising out of this stigma. CAP explained that in the past he had been adversely affected by the VR waitlists, as had so many others. The client also had anger issues, albeit not necessarily out of proportion to the way he experienced VR’s service and failure to provide service to him. CAP managed not only to restore his relationship with VR, but to explain to him the things which demonstrated that VR was currently doing all in its power to help him. Client’s goal was self—employment. She met resistance from VR and perceived a history of VR promises that were not kept. VR tried to discourage self—employment, strongly recommending that client seek to work for an employer. Even as this is written in late 2015, the client has not received support. While CAP does not generally hear about any VR self—employment success stories in which CAP was not involved, CAP has seen evidence to suggest a VR preference for employment over self—employment. Client suffers vision impairment. She sought VR help, including the provision of glasses that would allow her a level of vision necessary to expand the universe of employment opportunities available to her. Original VRC as of commencement of CAP’s involvement, was replaced; and never provided glasses. CAP did everything in its power to move the process along and see to it that glasses were provided. The new VRC assured CAP and client that glasses that could be obtained, but then proceeded to require repetition of evaluations; and imposed other prerequisites that has kept client from receiving any financial support from VR towards the cost of the glasses she needed. Client’s family contacted CAP about representation in connection with a provider to which Client’s VRC had referred him, the facility at Roosevelt Warm Springs [“RWS”]. CAP’s initial belief was that no §110 funds were involved. However, further research revealed that RWS did get §110 funds, and so CAP, in addition to VRC, also dealt directly with RWS. As it turned out, Client’s behavior at RWS was too egregious for CAP to conclude that CAP had any plausible argument to make that the RWS decision was incorrect. However, the Client’s case then proceeded along another path, which included VR—provided counseling; and at some point Client may be ready for RWS assuming Client still wants a placement there. CAP worked with client to see that VR provided Client the necessary services while attending his post—secondary institution. When Client was done with post—secondary, he was also “done” with VR. CAP helped him find other resources. He is now successfully employed, and is very happy with the kind of work he is doing. Client’s father initially contacted CAP with complaints about VR’s failure to fund Client’s post—secondary education at the level called for by VR policy and procedure. Unfortunately, the father’s approach prior to calling CAP had been to demand, cajole, criticize and insult all of the VR employees he dealt with. CAP learned the aspect of the situation after Client’s NOR allowed CAP to first contact VR in Client’s behalf. At this point, CAP met with Client and both of his parents. The father came to see why his approach was worse than counterproductive; his communications with VR became pleasant and positive and kind. Services proceeded apace as Client attended one college and then transferred to another. Client was having continuous communication with the agency to move her case forward. CAP assisted with client’s choice to continue to receive services and get a new counselor. Client called CAP because he wanted continued support with post secondary education. CAP investigated necessary information and client choice, but found that the agency had provided several exceptions to get client a successful outcome, but client was not achieving in the college major chosen. Client received a notice of change to close the case because life circumstances were too severe. After CAP investigating, it was determined client refuses to be compliant with his medication, which makes it difficult to become gainfully employed. CAP provided guidance and counseling to a client who believes the agency should be providing more services than they are because other clients’ she knows are receiving them. CAP explained that services are provided on a case by case basis. Agency was providing appropriate services. Client called CAP to request a copy of the case file the agency had. CAP did a notice of representation and received a copy of the case. The client received a copy with the accommodation requested from CAP, which was a CD—ROM. Client was determined to work full time before contacting CAP. The client did not realize that their SSDI benefits would be affected working full time. CAP referred client to VR counselor, so an appointment could be set up with the benefits navigator to fully explain SSDI benefits law. Client diagnosis made it difficult to communicate client choice to the VR counselor. CAP became involved to assist her with making these request. Client was able to fulfill becoming a peer counselor, but is still working toward starting a business with the assistance of VR.


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 OfficialCharles L. Martin
Title of Designated Agency OfficialDirector
Date Signed12/30/2015