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


General Information

Designated Agency Identification

NameKentucky Client Assistance Program
Address275 E. Main Street
Address Line 22nd Floor
Zip Code40621
Website Address
Toll-free Phone800-633-6283
Toll-free TTY

Operating Agency (if different from Designated Agency)

NameKentucky Client Assistance Program
Address275 E. Main Street
Address Line 22nd Floor
Zip Code40621
Website Address
Toll-free Phone800-633-6283
Toll-free TTY

Additional Information

Name of CAP Director/CoordinatorVanessa Jones
Person to contact regarding reportVanessa Jones
Contact Person Phone5025648035

Part I. Non-case Services

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the vocational rehabilitation (VR) program0
2. Information regarding independent living programs0
3. Information regarding American Indian VR Service projects0
4. Information regarding Title I of the ADA0
5. Other information provided67
6. Information regarding CAP0
7. Total I&R services provided (Lines A1 through A6)67

B. Training Activities

During this fiscal year the KY CAP Program was invited to make presentations to approximately 95 individuals. KyCAP staff presented information on the KY CAP Program to 25 new counselors for the Office of Vocational Rehabilitation and to 10 new counselors for the Office for the Blind. Along with a P&A staff person; they also presented information on consumer rights and social security incentives to 60 staff and client participates at the Carl Perkins Rehabilitation Training Center in Thelma.

Vanessa Jones, Program Coordinator, was asked to present at our annual P&A/CAP conference in June in Indianapolis, IN. During the conference, she co-presented with two other P&A/CAP staff on a variety of vocational rehabilitation issues that continue to occur across the states. She presented on highlights on WIOA; dual cases with general/blind VR agencies; and dual employment and the role of informed choice. All presentations were well received.

1. Number of training sessions presented to community groups and public agencies.4
2. Number of individuals who attended these training sessions.95
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.

Again for this fiscal year both of the KY CAP staff members Gerry and Vanessa have been attending and working the KY Chapters of the Hearing Loss Association of America (HLAA) located in Louisville, Lexington and Bardstown. Gerry also attended the National HLAA Convention from June 25-28 in St. Louis, Missouri which celebrated 35 years of assisting people to live successfully with hearing loss. High quality technology and CART services were provided throughout the Convention. All workshops and demo presentations had CART (Communication Access Realtime Translation) or Captioning and was equipped with a hearing loop. If a person with a hearing loss did not have a telcoil in their hearing aid(s), that person could sign out a loop receiver at the Information booth. It was one of most accessible conventions that she has ever attended or participated in. At the convention, two members from Kentucky were interviewed by the CapTel computerized phone company and the KY Cap director was one of them. She has used the CapTel phone both at work and at home. There were many exhibits and various sessions for HLAA leaders, state Chapter coordinators, employment sessions and educational sessions to name a few. They also enjoyed a Reception, a Banquet and ended with an Awards Breakfast and ceremony. There were 17 representatives from our KY Chapters.

During the National HLAA Convention six former alumni of the Gallaudet University’s Peer Mentoring Program presented during a session on Saturday morning, June 27. The KY CAP director was one of the former students and a member of the Gallaudet Class of 2014. The Peer Mentors Panel discussed their experiences, benefits of the program and talked about their cases in their local communities. Also they talked about the future directions of the Peer Mentors Program. Their session was well received and a few new students signed up for future classes.

The KY CAP director completed the graduate level Peer Mentor Certification Program with the Class of 2014 at Gallaudet University in the Department of Hearing, Speech and Language Sciences. The Peer Mentoring Certificate Program trains people who are hard of hearing to become peer mentors to other individuals with hearing loss. Completing this program helps them to address their own hearing loss as well as placing them in a very unique position to understand and advocate for the hearing related needs of their peers.

On September 10-12, the HLAA Kentucky Chapters convened their second Regional Conference titled a “World of Resources” in Louisville, KY at the downtown Marriott Hotel. During the conference Vanessa attended many training sessions, including employment considerations for individuals with hearing loss; deconstructing the audiological evaluation; the transformative power of relationships; managing communication challenges; diseases of balance and equilibrium; what a hearing dog can do for someone with a hearing loss; and central auditory processing - another piece to the puzzle. There were many other sessions available for attendees to attend; as well as, sponsor spotlights that allowed persons to get more resources and hear what services or products they had to offer. Vanessa also attended the exhibit area; the opening ceremony; a reception and a closing banquet.

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 Agency30
5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc.2
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)11
2. Additional individuals who were served during the year28
3. Total individuals served (Lines A1+A2)39
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.)0
5. Individual still being served as of September 30 (Carryover to next year. This total may not exceed Line A3.)11

B. Problem areas

Multiple responses permitted.

1. Individual requests information0
2. Communication problems between individual and VR counselor21
3. Conflict about VR services to be provided30
4. Related to VR application/eligibility process5
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 problems1
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 Assistance3
2. Investigation/Monitoring16
3. Negotiation9
4. Mediation and other methods of Alternative Dispute Resolution0
5. Administrative / Informal Review0
6. Formal appeal / Fair Hearing0
7. Legal remedy / Litigation0
8. Total28

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 favor14
2. Some issues resolved in individual's favor (when there are multiple issues)1
3. CAP determines VR agency position/decision was appropriate for the individual3
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)1
5. Individual chose alternative representation0
6. Individual withdrew complaint2
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 CAP7
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 individual12
2. Application for services completed3
3. Eligibility determination expedited0
4. Individual participated in evaluation0
5. IPE developed/implemented/Services Provided12
6. Communication re-established between individual and other party0
7. Individual assigned to new counselor/office0
8. Alternative resources identified for individual1
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 186
2. 19 - 247
3. 25 - 408
4. 41 - 6417
5. 65 and over1
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)39

B. Gender

Multiple responses not permitted.

1. Females15
2. Males24
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)39

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. White29
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)3
10. Other Visual Impairments (Not Blind)0
11. Cancer0
12. Cerebral Palsy0
13. Deafness4
14. Hard of Hearing/Hearing Impaired (Not Deaf)3
15. Deaf-Blind0
16. Diabetes0
17. Digestive Disorders0
18. Epilepsy0
19. Heart & Other Circulatory Conditions0
20. Intellectual Disability0
21. Mental Illness11
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment0
25. Neurological Disorders/Impairment6
26. Orthopedic Impairments8
27. Personality Disorders0
28. Respiratory Disorders/Impairment1
29. Skin Conditions0
30. Specific Learning Disabilities (SLD)2
31. Speech Impairments0
32. Spina Bifida0
33. Substance Abuse (Alcohol or Drugs)0
34. Other Disability0
35. Total (Sum of Lines D1through D34. Total must equal Part II, Line A3.)39

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR3
2. Individual eligible for VR services currently on a wait list0
3. Individual eligible for VR services not currently on a wait list36
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 Act0

Part IV. Systemic Activities and Litigation

A. Non-Litigation Systemic Activities

During this fiscal year, CAP staff identified problems with some rehabilitation services being at a standstill from both the Office of Vocational Rehabilitation and the Office for the Blind. Both the client and the rehabilitation counselors were having issues trying to figure out what direction to go since client had multiple barriers to overcome before he was fully ready for job placement. Therefore, CAP staff was contacted for input on this case. CAP staff met with client and then again with client and their counselor. During these meetings we discovered many things that needed to be addressed, so CAP staff suggested implementing a PCP (person centered planning) for this client. A PCP is a process tailored to help people craft a meaningful lifestyle desiring to make a change or transition in their lives. They benefit individuals of all ages seeking a way to make a transition in their lives through various situations. It is a team approach supporting the focus person for as long as it takes to bring the desirable vision into reality. The team consists of the focus person, the facilitator, and may include family members, friends, teachers, neighbors, pastors, and professional provides or any other person the focus person feels would be a good support person for him. Overall it is a process that will help empower the focus person to take personal responsibility and be accountable for their future with supports from a team in a safe community based environment.

Since implementing this process client is now moving forward and is learning to handle any obstacle that comes up during this time one step at a time with the team’s assistance. Therefore, due to his success CAP staff plan to continue to work with both the Office of Vocational Rehabilitation and the Office for the Blind staff to help them understand the process and to continue to use it when needed. The counselors at both agencies feel this will help them provide the best services for their clients and help them reach and maintain their future goals. They have already implemented a payment fee schedule and established several facilitators on their vendor list. And after follow up on this process CAP staff found that since this case was opened as a PCP; between the agencies they now have 9 other PCP active cases.

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.1
2. Describe the systemic activities conducted by CAP during the fiscal year and its impact on other agency's policies or practices.

B. Litigation


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) Internal to the State VR agency
2. Name of designate agencyEducation and Workforce Development Cabinet
3. Is the designated agency contracting CAP services?No
4. If yes, name of contracting agency:N/A

B. Staff Employed

Provide a description of all CAP positions (see instructions)

KyCAP services were provided by two (2) full time staff. These were Director and Program Coordinator.

Part VI. Case Examples

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

Case 1. Client is 23 years of age with disability of a bilateral hearing loss. She had graduated from one of the local colleges in Kentucky and she wanted to obtain a Master degree. With the assistance of her counselor and the CAP director, client successfully passed her interview at the University of Kentucky to be admitted to the Rehabilitation Counseling Program. Client will receive new hearing aids and other devices to assist her classes at the University of Kentucky starting in August.

Case 2. Client is 21 years of age with a disability of deafness. He called the KY CAP office because his case was at a stand still. A joint meeting was called with all parties involved. Client had been attending a local college, but he was extremely unhappy and he had been very ill. He had proof from his doctors with documentation of his illness. After much discussion with client it was decided that he would like to attend Gallaudet University in Washington, DC. Client applied at Gallaudet University and was accepted for the Fall term in 2015. His OVR counselor has prepared and sent all paper work to the university.

Case 3. Client is 55 year of age with a disability of deafness. She had been employed as a records clerk for the County Court System for approximately 30 years. She was forced into retirement due to her position being abolished. Client has a degree from Sullivan College of Business. She has her own car and lives in the home left for her by her late parents with no mortgage payments. Her case with OVR was not moving forward. After calling the KY CAP office a joint meeting was called with all parties; as well as, an interpreter. She was referred to OVR job placement. Client has great family support. She started out doing volunteer work at an office for Down Syndrome doing general office work. Client eventually was successful in getting a job at Wal-Mart as an inventory scanning associate. OVR provided her with interpreter services, strong on the job advocacy support and assistive devices for her floor training and for her eventual permanent job placement.

Case 4. Client is 51 years of age and working full time in a local school system, but she was experiencing major problems hearing the students as well as her co-workers. Her hearing loss was getting progressively worst. With the help of a class mate in Seattle, WA; CAP staff worked together on this case because client decided to have the surgery for a cochlear implant. Between the two, one with a CI and one with hearing aids, they were able to provide the necessary advocacy, ace-to-face meetings, resources and shared experiences to help her through the CI process. She was able to have the successful CI surgery, mapping process and return to her full time job with the school system.

Case 5. Client is 56 years of age and working full time with the Social Security Administration. Her disability is that she has a bilateral severe to profound hearing loss. She was a client of OVR, and the agency had purchased new hearing aids, but they were not fitting properly. Client needed new ear molds and new tubes for both hearing aids. CAP staff did advocacy on the client’s behalf and met with the assigned audiologist and the problems with her hearing aids were solved. Client received new ear molds and new tubing for both hearing aids and the molds and tubing were a proper fit and she is maintaining her full time job.


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 OfficialVanessa Jones
Title of Designated Agency OfficialActing Director
Date Signed12/21/2015