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


General Information

Designated Agency Identification

NameAlabama Department of Rehabilitation Services
Address602 S. Lawrence Street
Address Line 2
CityMontgomery AL
Zip Code36104
Website Address
TTY 334-293-7500
Toll-free Phone1-800-441-7607
Toll-free TTY1-800-441-7607

Operating Agency (if different from Designated Agency)

Address Line 2
Zip Code
E-mail Address
Website Address
Toll-free Phone
Toll-free TTY

Additional Information

Name of CAP Director/CoordinatorRachel L. Hughes
Person to contact regarding reportRachel L. Hughes
Contact Person Phone(334) 263-2749

Part I. Non-case Services

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the vocational rehabilitation (VR) program60
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 provided35
6. Information regarding CAP1,045
7. Total I&R services provided (Lines A1 through A6)1,140

B. Training Activities

The purpose of training is to provide awareness of CAP services. The topics discussed include what to do if you are unable to get in touch with your VR counselor, how to advocate for the services you need, and what to do if VR will not listen to your concerns. Most of the attendees were consumers of VR. Some were parents of children receiving services. A few attendees did not receive services from VR or Independent Living but could benefit if they applied for services.

1. Number of training sessions presented to community groups and public agencies.19
2. Number of individuals who attended these training sessions.1,028
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.

There are two areas I focused my attention this year. I continue to talk with parents and consumers who are involved in programs which serve people with severe disabilities. Another area are for people in the community that are unaware that they or their child could be receiving some type of service. Contact information was provided so that they could get in touch with the organization.

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 Agency500
5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc.6
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)4
2. Additional individuals who were served during the year43
3. Total individuals served (Lines A1+A2)47
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.)13

B. Problem areas

Multiple responses permitted.

1. Individual requests information3
2. Communication problems between individual and VR counselor22
3. Conflict about VR services to be provided23
4. Related to VR application/eligibility process0
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 services1
8. Other Rehabilitation Act-related problems2
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 Assistance19
2. Investigation/Monitoring16
3. Negotiation12
4. Mediation and other methods of Alternative Dispute Resolution0
5. Administrative / Informal Review0
6. Formal appeal / Fair Hearing0
7. Legal remedy / Litigation0
8. Total47

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)7
3. CAP determines VR agency position/decision was appropriate for the individual4
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)2
5. Individual chose alternative representation0
6. Individual withdrew complaint3
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 individual10
2. Application for services completed2
3. Eligibility determination expedited2
4. Individual participated in evaluation3
5. IPE developed/implemented/Services Provided4
6. Communication re-established between individual and other party13
7. Individual assigned to new counselor/office11
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 - 2414
3. 25 - 408
4. 41 - 6423
5. 65 and over1
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)47

B. Gender

Multiple responses not permitted.

1. Females17
2. Males30
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)47

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 American18
5. Native Hawaiian or Other Pacific Islander26
6. White2
7. Two or more races0
8. Race/ethnicity unknown0

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Acquired Brain Injury2
4. Amputations or Absence of Extremities1
5. Arthritis or Rheumatism1
6. Anxiety Disorder1
7. Autism Spectrum Disorder4
8. Autoimmune or Immune Deficiencies (excluding AIDS/HIV)0
9. Blindness (Both Eyes)5
10. Other Visual Impairments (Not Blind)1
11. Cancer0
12. Cerebral Palsy1
13. Deafness2
14. Hard of Hearing/Hearing Impaired (Not Deaf)2
15. Deaf-Blind0
16. Diabetes0
17. Digestive Disorders0
18. Epilepsy1
19. Heart & Other Circulatory Conditions0
20. Intellectual Disability0
21. Mental Illness5
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment0
25. Neurological Disorders/Impairment7
26. Orthopedic Impairments5
27. Personality Disorders0
28. Respiratory Disorders/Impairment1
29. Skin Conditions0
30. Specific Learning Disabilities (SLD)2
31. Speech Impairments1
32. Spina Bifida0
33. Substance Abuse (Alcohol or Drugs)0
34. Other Disability1
35. Total (Sum of Lines D1through D34. Total must equal Part II, Line A3.)47

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR40
2. Individual eligible for VR services currently on a wait list0
3. Individual eligible for VR services not currently on a wait list1
4. Applicant or individual eligible for Independent Living1
5. Transition student/High school student1
6. All other applicants or individuals eligible for other programs or projects funded unther Rehabilitation Act4

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


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 agencyAlabama Department of Rehabilitation Services
3. Is the designated agency contracting CAP services?No
4. If yes, name of contracting agency:Alabama Department of Rehabilitation Services

B. Staff Employed

Provide a description of all CAP positions (see instructions)

1 Full time Director/Advocate and 1 Full time assistant 9/12 months - Part time 3/12 months.

Part VI. Case Examples

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

CASE 1 This is a self-employment case. When I opened the case, the consumer had met with a counselor several times as well as her supervisor. The VRC had given the consumer misinformation about how VR could assist with sponsoring a self-employment case. The consumer had gone out and purchased some services to begin developing the plan. At this point, the consumer spent money he did not have in his pocket and wanted VR to reimburse him for the money spent. He had completed a business plan and had turned it in but it hadn’t been approved. The Alabama Department of Rehabilitation Services (ADRS) at that time had a policy on Self-Employment but was in the process of changing the plan. The consumer wanted a guide of some kind to help him know what the process of getting support by ADRS and the amount they would be able to sponsor him. In the meantime, the VRC moved over to another unit. The VRC kept the case but had a new supervisor. With the help of a new supervisor, a new plan was written and finally accepted by the consumer. Unfortunately, the consumer did not feel comfortable with the VRC and asked that he receive a new counselor. A request was made by CAP and a new VRC was granted within the same unit of the supervisor. The consumer presented 3 additional updates to the existing business plan. Finally, after reviewing the last submitted plan several VR partners and the person in charge of self-employment agreed to the plan and it was submitted to the general Assistant Commissioner. With his approval, it was then referred to SCORE which helps people with self-employment. The consumer, CAP director, VRC, VR supervisor, person who assists with self-employment plans, and a retired business man from SCORE met to devise a plan. It was at this meeting that VR showed the consumer the self-employment tiers and how much assistance he could receive in start-up funds. Unfortunately, because of bad credit the consumer was unable to get any business loans. This consumer is a SSDI recipient and because the consumer had already put money into his business upon speaking with the first VRC, CAP director advocated for VR to pay for the full amount of what he was asking to start his business. The Assistant Commissioner agreed based on the information present that VR would financually support the business plan in full. At the time of closure, CAP Director assisted consumer in filling out an application for Passenger Motor Carrier with the Alabama Public Service Commission. The Assistant Commissioner was called upon to testify that VR would be financially supporting the consumer to start the business. At the end of the year, the consumer had not yet heard back from the Alabama Public Service Commission regarding the granting of this business. In the meantime, another person took over the self-employment program and developed a business protocol for future VR self-employment prospects with the assistance of the CAP Director, SCORE, and Assistant Commissioner.

CASE 2 Instead of giving you another interesting case, I want to say that the majority of cases this year were extremely involved. Most cases went beyond requesting a change in counselor or requesting a service from VR and being denied. When I saw communication problems between VR counselors and consumers that I felt could not be worked out, I requested that the VRC be changed. Even though, the VRC was changed, CAP director and VR had to work together until services were formed to the needs of the consumer. The consumers seem to have many more needs that need to be taken into consideration.


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 OfficialState of Alabama Client Assistance Program
Title of Designated Agency OfficialSACAP Director/Advocate
Date Signed12/07/2016