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 L. 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) program923
2. Information regarding independent living programs6
3. Information regarding American Indian VR Service projects0
4. Information regarding Title I of the ADA5
5. Other information provided0
6. Information regarding CAP31
7. Total I&R services provided (Lines A1 through A6)965

B. Training Activities

(a) Topics covered- cap services, types of clients, types of complaints and results (Jan and April 2015); ethics training, customer service, )

(b) Purpose of the training- Inform src of cap assistance to clients and other information and referral;)

(c) Description of the attendees - src board members; GVRA representatives, cap, other presenters

1. Number of training sessions presented to community groups and public agencies.4
2. Number of individuals who attended these training sessions.88
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.

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 Agency115
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)54
2. Additional individuals who were served during the year96
3. Total individuals served (Lines A1+A2)150
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.)5
5. Individual still being served as of September 30 (Carryover to next year. This total may not exceed Line A3.)56

B. Problem areas

Multiple responses permitted.

1. Individual requests information72
2. Communication problems between individual and VR counselor25
3. Conflict about VR services to be provided75
4. Related to VR application/eligibility process2
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 problems43
9. Non-Rehabilitation Act related
  1. TANF
  3. Housing
  4. Other:
10. Related to Title I of the ADA1

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 Assistance30
2. Investigation/Monitoring8
3. Negotiation4
4. Mediation and other methods of Alternative Dispute Resolution0
5. Administrative / Informal Review0
6. Formal appeal / Fair Hearing0
7. Legal remedy / Litigation0
8. Total42

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 favor37
2. Some issues resolved in individual's favor (when there are multiple issues)0
3. CAP determines VR agency position/decision was appropriate for the individual3
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)0
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 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 individual29
2. Application for services completed2
3. Eligibility determination expedited0
4. Individual participated in evaluation0
5. IPE developed/implemented/Services Provided4
6. Communication re-established between individual and other party4
7. Individual assigned to new counselor/office1
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 - 2424
3. 25 - 4050
4. 41 - 6465
5. 65 and over10
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)150

B. Gender

Multiple responses not permitted.

1. Females90
2. Males60
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)150

C. Race/ethnicity of Individuals Served

1. Hispanic/Latino of any race (for individuals who are non-Hispanic/Latino only)3
2. American Indian or Alaskan Native1
3. Asian3
4. Black or African American75
5. Native Hawaiian or Other Pacific Islander0
6. White71
7. Two or more races0
8. Race/ethnicity unknown153

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Acquired Brain Injury1
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)0
9. Blindness (Both Eyes)20
10. Other Visual Impairments (Not Blind)8
11. Cancer0
12. Cerebral Palsy0
13. Deafness8
14. Hard of Hearing/Hearing Impaired (Not Deaf)3
15. Deaf-Blind1
16. Diabetes0
17. Digestive Disorders5
18. Epilepsy0
19. Heart & Other Circulatory Conditions5
20. Intellectual Disability1
21. Mental Illness21
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment0
25. Neurological Disorders/Impairment21
26. Orthopedic Impairments14
27. Personality Disorders0
28. Respiratory Disorders/Impairment2
29. Skin Conditions0
30. Specific Learning Disabilities (SLD)28
31. Speech Impairments1
32. Spina Bifida0
33. Substance Abuse (Alcohol or Drugs)1
34. Other Disability8
35. Total (Sum of Lines D1through D34. Total must equal Part II, Line A3.)150

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR24
2. Individual eligible for VR services currently on a wait list0
3. Individual eligible for VR services not currently on a wait list93
4. Applicant or individual eligible for Independent Living0
5. Transition student/High school student41
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

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) 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 1/2 professional, and 1/2 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.

Client 1 called CAP to discuss his job training issues. The client had been assigned supported employment and was having a difficult time speaking with his coach. He completed his training via the computer, but had not received his payment for the hours completed. CAP opened a case on him and spoke with his VR counselor. Client was able to receive his payment and move toward his goal of gaining employment.

Client 2 felt he was underemployed in his position at a major grocery store. Client felt that he was being retaliated against because he made a complaint against the store. His disability was being ignored and he needed an accommodation. CAP opened a case and referred the client back to VR. Counselor was willing to assist the client in finding new employment, but also requesting the accommodation at the grocery store.

Client 3 reached out to CAP because she felt her counselor was not responding to her. The client had gone through the program to become a peer counselor, but also wanted to be a photographer. CAP contacted VR and they were trying to find placement for her as a peer counselor and stated they were not aware of the photography. VR agreed to bring the client in to discuss her goals and possibly changing her work plan goal.

Client 4 needed CAP to assist her with VR purchasing her books in her post-secondary program. The client had PELL grant that covered tuition and fees, but not books. CAP contacted VR to see if they would assist client and they requested a copy of her scheduled classes and prices of books. Client was able to provide the necessary documentation.

Client 5 felt that VR was not providing her the assistance she hoped to receive. CAP opened a case to get communication between the client and counselor reestablished. A meeting was set for each agency and the client to meet. The client is working toward her goal of gainful employment.

Client 6 wanted to be considered for post-secondary training. He stated he could not get assistance from VR and that he needed an advocate. CAP was able to assist by requesting the client receive a vocational evaluation from the agency. After the completion of the evaluation, we could move toward the services and work goal. VR agreed to this plan for the client to proceed.

Client 7 and VR had a relationship that was worsening. Client called CAP for help. CAP suggested an in-person meeting of all concerned, and client agreed. CAP did extensive preparation with client to diffuse the negative emotions that were so extensive and affecting that the success of the meeting was quite unlikely otherwise. The meeting was held, a good working relationship was established, and the case proceeded as it should.

Client 8 contacted CAP because she was not getting her calls to VR returned. CAP explained that before it could contact VR in her behalf, it would have to have a release signed by her. CAP also explained a quicker option: To call Constituent Services. This case represents how the fast majority of CAP calls proceed, ever since VR began to provide a significant portion of services that had previously bye provided by CAP. Most callers can be served more quickly by Constituent Services, and of course CAP fulfills its obligation to so inform callers.

Client 9 has an overwhelming number of serious disabilities, several of which make travel extremely difficult. Therefore, client was seeking VR support to work at home. VR first sent client to a work evaluation at one of the organizations providing such services to VR. Client attended, by the hardest. But client was too disabled to participate, and was referred back to the agency, which soon required client to attend a meeting there which could have been conducted over the phone just as well. The client called CAP, which forwarded an NOR to VR. CAP worked with VR and client to restore a better, more functional working relationship


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 OfficialCAP Director
Date Signed12/21/2016