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/Coordinator
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) program7
2. Information regarding independent living programs3
3. Information regarding American Indian VR Service projects0
4. Information regarding Title I of the ADA3
5. Other information provided34
6. Information regarding CAP0
7. Total I&R services provided (Lines A1 through A6)47

B. Training Activities

During the fiscal year the KyCAP program coordinator made presentations to approximately 85 individuals. She presented information on the KyCAP program and the VR program to 50 various service providers; county officials; businesses; and community members in one rural Ky county during a community meeting. She also presented information on self-advocacy to 35 individuals who are hard of hearing during the Hearing Loss Association monthly meeting.

1. Number of training sessions presented to community groups and public agencies.2
2. Number of individuals who attended these training sessions.85
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.

During the fiscal year the KyCAP program coordinator focused outreach to Ky high schools to reach transition aged youth in order to share information on VR programs and the services related to the WIOA regulations.

She then focused on all community members in Ky counties that want to be more self-sufficient; learn valuable skills; and learn about local resources in their community and surrounding counties. She partnered with Bluegrass Community Action Agency and I Am..Magazine and to begin a 6 month class in one rural Ky county. The class will allow participants to hear various speakers on a variety of topics, such as healthcare, nutrition, mental health, fitness, transportation and etc. We began the first class in November with 2 participants and will continue this class monthly until April with a graduation in May.

Also, due to Ky OVR and OFB moving up in order of selection and only serving priority category one at this time. She focused greatly on community outreach in order to obtain various community resources from eventually all 120 Ky counties to share with clients; staff and all persons who call or search program websites for information and resources. She attended various community resource fairs; as well as, career and college fairs across Ky. Then while traveling to various meetings across the state she also stopped at local businesses; agencies; and colleges to get information on jobs; services provided; transition and college information to add to the CAP resources library.

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 Agency177
5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc.4
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)8
2. Additional individuals who were served during the year19
3. Total individuals served (Lines A1+A2)27
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.)8

B. Problem areas

Multiple responses permitted.

1. Individual requests information0
2. Communication problems between individual and VR counselor13
3. Conflict about VR services to be provided21
4. Related to VR application/eligibility process2
5. Related to assignment to order of selection priority category7
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 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 Assistance2
2. Investigation/Monitoring7
3. Negotiation9
4. Mediation and other methods of Alternative Dispute Resolution0
5. Administrative / Informal Review0
6. Formal appeal / Fair Hearing1
7. Legal remedy / Litigation0
8. Total19

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 favor9
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 individual5
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 favor1
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 individual1
2. Application for services completed0
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/office1
8. Alternative resources identified for individual5
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 182
2. 19 - 244
3. 25 - 4011
4. 41 - 649
5. 65 and over1
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)27

B. Gender

Multiple responses not permitted.

1. Females10
2. Males17
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)27

C. Race/ethnicity of Individuals Served

1. Hispanic/Latino of any race (for individuals who are non-Hispanic/Latino only)0
2. American Indian or Alaskan Native0
3. Asian0
4. Black or African American6
5. Native Hawaiian or Other Pacific Islander0
6. White21
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)2
10. Other Visual Impairments (Not Blind)0
11. Cancer0
12. Cerebral Palsy0
13. Deafness0
14. Hard of Hearing/Hearing Impaired (Not Deaf)3
15. Deaf-Blind0
16. Diabetes1
17. Digestive Disorders1
18. Epilepsy0
19. Heart & Other Circulatory Conditions0
20. Intellectual Disability0
21. Mental Illness9
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment0
25. Neurological Disorders/Impairment2
26. Orthopedic Impairments6
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.)27

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR2
2. Individual eligible for VR services currently on a wait list7
3. Individual eligible for VR services not currently on a wait list18
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


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

N/A - no systemic activities came out of the one litigation case.

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).1
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 one (1) full time staff - the interim director/program coordinator

Part VI. Case Examples

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

CASE 1: Client is 50 years of age with disability of back impairments. She called the KyCAP office regarding services that were provided but not authorized for by OVR although her counselor agreed that everything would be handled by them once insurance paid. However, it was not and client received a bill for services. And when she contacted her counselor, she was told she was no longer there; the authorization had not been done and she (client) was responsible for payment. After review of the case file, CAP staff found an email from previous counselor discussing this service and adding it to her IPE - it just had not been completed and amended before counselor resigned from her position; therefore, the OVR Branch manager agreed with our findings and client’s bill was authorized and paid for by OVR.

CASE 2: Client is 32 years of age with neurological disorders related to thyroid disease. She called the KyCAP office regarding services related to her self-employment and business plan, but specifically about the vendors being used to purchase her professional business equipment and supplies. After review of the case file; client’s self-employment and business plan; visiting her potential business location and researching equipment vendors; CAP staff requested a reconsideration of vendor choices to branch manager. Between them they found that there was confusion with the vendor….VR was told the vendor would not accept their authorizations but client was told they would. After discussion with all parties the confusion was resolved and client’s case moved forward with OVR supporting her self-employment and business plan and the vendors of her choice.

CASE 3: Client is 49 years of age with disability of Acquired Brain Injury. He called the KyCAP office due to communication issues with his OVR counselor and the services with is supported employment provider. After KyCAP staff reviewed case file she decided to request a meeting with all parties involved in his case. It was determined at this meeting that client was having multiple difficulties and many things going on. The team decided to take some steps back and client agreed. First step was for client to have some assessments and counseling. During this time, client would call all parties several times a week with the same concerns, so it was suggested he keep a recorder or notebook to help him with reminders. Second step was to get him back in supported employment for job search. Once all of this was completed and along with his family support, client is now successfully employed and enjoys his 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 OfficialProgram Coordinator
Date Signed12/12/2016