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


General Information

Designated Agency Identification

NameWisconsin Client Assistance Program
Address2811 Agriculture Drive
Address Line 2PO Box 8911
Zip Code53708
Website Address
Toll-free Phone800-362-1290
Toll-free TTY

Operating Agency (if different from Designated Agency)

NameWisconsin Client Assistance Program
Address2811 Agriculture Drive
Address Line 2PO Box 8911
Zip Code53708
Website Address
Toll-free Phone800-362-1290
Toll-free TTY

Additional Information

Name of CAP Director/CoordinatorLinda Vegoe
Person to contact regarding reportLinda Vegoe
Contact Person Phone608-224-5070

Part I. Non-case Services

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the vocational rehabilitation (VR) program1,400
2. Information regarding independent living programs3
3. Information regarding American Indian VR Service projects3
4. Information regarding Title I of the ADA2
5. Other information provided10
6. Information regarding CAP8
7. Total I&R services provided (Lines A1 through A6)1,426

B. Training Activities

VR policy changes WIOA New VR Employee Orientation: CAP’s role Training on VR and CAP for Mediators and Hearing Officers

Training/presentations were provided to VR staff, AIVR Counselors, State Council on Blindness, Governor’s Committee for People with Disabilities, and Hearings Officers.

1. Number of training sessions presented to community groups and public agencies.8
2. Number of individuals who attended these training sessions.133
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.

Outreach has been limited due to workload and program resources. We have maintained contact with the AIVR programs, offering training for staff and consulting on challenging cases.

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 Agency0
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)47
2. Additional individuals who were served during the year124
3. Total individuals served (Lines A1+A2)171
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.)2
5. Individual still being served as of September 30 (Carryover to next year. This total may not exceed Line A3.)42

B. Problem areas

Multiple responses permitted.

1. Individual requests information45
2. Communication problems between individual and VR counselor38
3. Conflict about VR services to be provided95
4. Related to VR application/eligibility process9
5. Related to assignment to order of selection priority category1
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 problems0
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 Assistance7
2. Investigation/Monitoring49
3. Negotiation24
4. Mediation and other methods of Alternative Dispute Resolution8
5. Administrative / Informal Review40
6. Formal appeal / Fair Hearing4
7. Legal remedy / Litigation0
8. Total132

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 favor45
2. Some issues resolved in individual's favor (when there are multiple issues)31
3. CAP determines VR agency position/decision was appropriate for the individual24
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)13
5. Individual chose alternative representation1
6. Individual withdrew complaint10
7. Issue not resolved in clients favor6
8. CAP services not needed due to individual's death, relocation, etc.0
9. Individual not responsive/cooperative with CAP2
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 individual57
2. Application for services completed0
3. Eligibility determination expedited1
4. Individual participated in evaluation7
5. IPE developed/implemented/Services Provided49
6. Communication re-established between individual and other party4
7. Individual assigned to new counselor/office8
8. Alternative resources identified for individual6
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 1839
2. 19 - 2410
3. 25 - 4063
4. 41 - 6458
5. 65 and over1
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)171

B. Gender

Multiple responses not permitted.

1. Females72
2. Males99
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)171

C. Race/ethnicity of Individuals Served

1. Hispanic/Latino of any race (for individuals who are non-Hispanic/Latino only)6
2. American Indian or Alaskan Native2
3. Asian1
4. Black or African American40
5. Native Hawaiian or Other Pacific Islander0
6. White122
7. Two or more races0
8. Race/ethnicity unknown0

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Acquired Brain Injury4
4. Amputations or Absence of Extremities2
5. Arthritis or Rheumatism1
6. Anxiety Disorder2
7. Autism Spectrum Disorder11
8. Autoimmune or Immune Deficiencies (excluding AIDS/HIV)0
9. Blindness (Both Eyes)4
10. Other Visual Impairments (Not Blind)1
11. Cancer2
12. Cerebral Palsy5
13. Deafness5
14. Hard of Hearing/Hearing Impaired (Not Deaf)6
15. Deaf-Blind0
16. Diabetes0
17. Digestive Disorders0
18. Epilepsy0
19. Heart & Other Circulatory Conditions2
20. Intellectual Disability7
21. Mental Illness30
22. Multiple Sclerosis1
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment3
25. Neurological Disorders/Impairment11
26. Orthopedic Impairments49
27. Personality Disorders1
28. Respiratory Disorders/Impairment0
29. Skin Conditions0
30. Specific Learning Disabilities (SLD)6
31. Speech Impairments2
32. Spina Bifida0
33. Substance Abuse (Alcohol or Drugs)5
34. Other Disability8
35. Total (Sum of Lines D1through D34. Total must equal Part II, Line A3.)171

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR7
2. Individual eligible for VR services currently on a wait list1
3. Individual eligible for VR services not currently on a wait list155
4. Applicant or individual eligible for Independent Living1
5. Transition student/High school student7
6. All other applicants or individuals eligible for other programs or projects funded unther Rehabilitation Act3

Part IV. Systemic Activities and Litigation

A. Non-Litigation Systemic Activities

1. Centralized intake. CAP and the State Rehabilitation Council (SRC) have advocated for a centralized eligibility/OOS unit (multiple year effort) to increase consistency and allow VR counseling staff more time for direct services. WI DVR piloted the eligibility unit in several offices to make improvements as needed. The statewide implementation was done this year. 2. Transportation policy - WI DVR chose to eliminate purchase and/or repair of vehicles for DVR clients as a means to preserve VR funds for the required 15% set-aside. CAP communicated our concern with DVR management, presented our concerns at the SRC meetings and other disability council meetings to encourage public comment. The volume of public comment did not impact DVR’s decision to remove vehicle purchase/repair as a service that a VR counselor could authorize. However, DVR agreed to an exception process that involves review/approval at the DVR management level. 3. College for individuals with intellectual disabilities. The Think College movement encourages parents to seek funding from DVR. Many of these programs are not financial aid eligible, so DVR questions if the service is academic training or independent living skills training. In addition, some programs using the Think College label are segregated residential and day activity services. We have brought our concerns to RSA staff (WIOA regional meeting and CSAVR) that effective Think college programs provide Pre-ETS services but cannot be counted towards the 15% set-aside and VR agencies question funding Think College programs that are not financial aid eligible. CAP is advocating for a change in policy that would allow WI DVR training grant funding to go to programs that offer actual curriculum in an integrated setting, provide training specific to employment skills, and provide a mechanism to report on progress. DVR has established a workgroup (DVR staff) to develop a policy/practice. The workgroup has not completed their work.

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.3
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 agencyDepartment of Agriculture, Trade, and Consumer Protection
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)

Two person years CAP Director and Complaint Investigator

Part VI. Case Examples

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

1. A young man with cerebral palsy is completing his law degree at an out of state college. A change in DVR staff determined that an in-state college could meet his needs, so his level of support was reduced. We provided evidence that the in-state law schools did not offer training in the area of law that he wanted to practice. This was not persuasive, so we then looked at cost and length of time. DVR reversed the decision and approved the out of state college funding after we provided a comparison of the cost of personal care services (climate, building access, cost for qualified personal care workers) and that in-state would require one additional year of schooling. 2. We have had several cases with a similar theme that we brought to the attention of DVR management. VR counselors are required to have a masters degree in counseling, but no longer required to have the specific vocational rehabilitation degree. Three individuals, one with autism and two with mental illness, were advised to pursue treatment to address their symptoms before DVR would approve job development services. Each individual had received treatment in the past and we did not find evidence that additional treatment would make a significant impact. We advocated that symptom management and job development services could be concurrent. The DVR managers agreed and advised us that rapid engagement would receive additional emphasis in staff training. 3. We have had a number of cases involving farmers with disabilities who are falling under the new DVR policy for existing business owners. Some of the cases have gone to the impartial hearing process. The results has been mixed. Each case has raised similar questions about the current policy: - How does one determine if an existing business is viable? - At what point did disability have an impact on an otherwise viable business? Shouldn’t the viability of the business be measured prior to the impact of the disability? - Is equipment that allows a person with a disability to perform an essential function considered assistive technology, business equipment, or both?


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 OfficialLinda Vegoe
Title of Designated Agency OfficialCAP Director
Date Signed12/28/2016