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

Iowa (IOWA DEPT OF HUMAN RIGHTS - Office with Person with Disabilities) - H161A160016 - FY2016

General Information

Designated Agency Identification

NameIowa Client Assistance Program
AddressDHR, Office of Persons with Disabilities
Address Line 2Lucas State Office Bldg.
CityDes Moines
Zip Code50319
Website Address
TTY (800)652-4298
Toll-free Phone(800)652-4298
Toll-free TTY(800)652-4298

Operating Agency (if different from Designated Agency)

NameIowa Client Assistance Program
AddressDHR, Office of Persons with Disabilities
Address Line 2Lucas State Office Bldg.
CityDes Moines
Zip Code50319
Website Address
Toll-free Phone(800)652-4298
Toll-free TTY(800)652-4298

Additional Information

Name of CAP Director/CoordinatorPage Eastin
Person to contact regarding reportPage Eastin
Contact Person Phone800-652-4298

Part I. Non-case Services

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the vocational rehabilitation (VR) program16
2. Information regarding independent living programs2
3. Information regarding American Indian VR Service projects0
4. Information regarding Title I of the ADA6
5. Other information provided45
6. Information regarding CAP0
7. Total I&R services provided (Lines A1 through A6)69

B. Training Activities

Training Activities

Topics Covered: a. CAP b. WIOA c. Section 511 d. ADA Title I e. Centers for Independent Living f. Working with Veterans g. VR services overview b. Purpose of trainings: a. Increase understanding of CAP’s role in WIOA, VR, and CILs b. Increase capacity for outreach to unserved and underserved populations c. Increase and improve collaboration under WIOA d. Increase understanding of Section 511 e. Increase understanding of ADA Title I f. Improve collaboration for agencies serving veterans with disabilities- how to partner with VR c. Description of Attendees: a. SRC members b. Olmstead Consumer Taskforce members c. Workforce partners d. VR staff e. Employers f. CRPs g. NDRN attendees h. Case managers/Managed Care Organizations i. Youth receiving services from VR j. CILs k. Community partners

1. Number of training sessions presented to community groups and public agencies.26
2. Number of individuals who attended these training sessions.901
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.

Agency Outreach

Prior to the beginning of FFY 16, I realized that to conduct any sort of effective outreach I would need to build capacity. I aimed my training and outreach efforts towards groups of professionals to help increase their knowledge about WIOA and in turn invite them to participate in outreach. I did webinars, in-person trainings, and attended meetings to talk about WIOA, specifically individuals with disabilities and how to ensure that they are connected to and receiving quality VR services. CAP partnered with PABSS to provide outreach to individuals employed at subminimum wage and referred individuals who were interested in working in the community to VR for services.

CAP created a FAQ guide for college students and instructors relating to reasonable accommodations in school and in employment settings. This was in response to a barrage of complaints that instructors were not educated about reasonable accommodations, specifically for individuals who are blind and visually impaired.

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/Journals1
3. PSAs/Videos Aired about the CAP Agency0
4. Publications/Booklets/Brochures Disseminated by the Agency450
5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc.3
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.

CAP was featured in a community organization’s monthly newsletter. 2 videos providing information to the Deaf community were published on You Tube. The CAP white paper on Employment First was dispersed by multiple agencies and included in an Employment First Guidebook available to case managers and professionals statewide.

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)10
2. Additional individuals who were served during the year19
3. Total individuals served (Lines A1+A2)29
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.)6

B. Problem areas

Multiple responses permitted.

1. Individual requests information8
2. Communication problems between individual and VR counselor6
3. Conflict about VR services to be provided11
4. Related to VR application/eligibility process4
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 ADA2

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 Assistance2
2. Investigation/Monitoring6
3. Negotiation15
4. Mediation and other methods of Alternative Dispute Resolution0
5. Administrative / Informal Review0
6. Formal appeal / Fair Hearing0
7. Legal remedy / Litigation0
8. Total23

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)2
3. CAP determines VR agency position/decision was appropriate for the individual3
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)2
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 CAP1
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 completed1
3. Eligibility determination expedited1
4. Individual participated in evaluation0
5. IPE developed/implemented/Services Provided12
6. Communication re-established between individual and other party4
7. Individual assigned to new counselor/office2
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 181
2. 19 - 245
3. 25 - 407
4. 41 - 6416
5. 65 and over0
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)29

B. Gender

Multiple responses not permitted.

1. Females12
2. Males17
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)29

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 Native1
3. Asian0
4. Black or African American1
5. Native Hawaiian or Other Pacific Islander0
6. White20
7. Two or more races0
8. Race/ethnicity unknown0

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Acquired Brain Injury0
4. Amputations or Absence of Extremities0
5. Arthritis or Rheumatism0
6. Anxiety Disorder0
7. Autism Spectrum Disorder2
8. Autoimmune or Immune Deficiencies (excluding AIDS/HIV)0
9. Blindness (Both Eyes)6
10. Other Visual Impairments (Not Blind)0
11. Cancer0
12. Cerebral Palsy1
13. Deafness1
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 Disability1
21. Mental Illness10
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment1
25. Neurological Disorders/Impairment2
26. Orthopedic Impairments2
27. Personality Disorders0
28. Respiratory Disorders/Impairment0
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.)29

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR2
2. Individual eligible for VR services currently on a wait list0
3. Individual eligible for VR services not currently on a wait list21
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

CAP filed a formal complaint with the Iowa Public Information Board, which found that the Iowa Commission for the Blind violated the state’s open meeting law. The complaint was filed after the Commission went on record making derogatory and discriminatory comments about individuals with secondary disabilities in addition to blindness. This resulted in a public acknowledgement of wrong-doing by the Commission and formal training on meeting laws for the Commission. CAP published a white paper on Employment First as a response to a statewide lack of effort to assist individuals in transitioning from sheltered employment to competitive integrated employment. This resulted in increased efforts from community partners including the Olmstead Consumer Taskforce, CILs, and the Department for the Blind VR program. CAP reviewed and provided input into the SPIL (no recommendations from CAP were incorporated into the revision), the General VR agency policies (many recommendations were incorporated), and the VR agency for the blind (many recommendations were incorporporated).

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.2
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-other public agency
2. Name of designate agencyIowa Department of Human Rights, Office of Persons with Disabilities
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)

CAP Director: 1.0 Supporting Staff Executive Officer 3: .04 Secretary: .07 Administrative Intern 1: .16 Administrative Intern 2: .08 There is one full time equivalent employee (CAP Director) and 3 supporting staff positions, none of which are full-time. The Administrative Interns are not employed at the same time.

Part VI. Case Examples

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

Example 1: Client was born and raised in Iowa and had moved out of state to attend post-secondary training. Client was receiving tuition assistance from Iowa’s General VR agency and also needed personal assistance. She was receiving waiver services from the state where she was residing, but did not have enough supports to allow her to attend her program of study. A VR file was opened in the state where she is living and counselors from the two states worked together to create an outline of services to ensure that the client’s needs were met without duplicating services and maximizing funding and resources available to the client. The collaboration between states was initiated by CAP who shared the TAC from RSA about serving dual-eligible clients.

Example 2: Client with untreated mental illness applied for services and initially VR staff said he needed to take medication to manage his disability. CAP argued that managing his disability could be done with interventions other than medication as the client wished. CAP advocated that part of the rehabilitation process was to assist individuals with understanding their disability and selecting the services that will best help them obtain employment. Once the individual was found eligible for VR services and a plan was developed, the CRPs were reluctant to serve him citing the severity of his untreated mental illness. CAP argued that Iowa is an Employment First state and that everyone is capable of employment with the right supports. After much advocating, the VR agency and CRP agreed and provided customized employment services.


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 OfficialPage Eastin
Title of Designated Agency OfficialCAP Director
Date Signed12/14/2016