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)

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

Additional Information

Name of CAP Director/CoordinatorRachel L. Hughes
Person to contact regarding reportRachel L. Hughes
Contact Person Phone334-263-2749

Part I. Non-case Services

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the vocational rehabilitation (VR) program150
2. Information regarding independent living programs10
3. Information regarding American Indian VR Service projects0
4. Information regarding Title I of the ADA10
5. Other information provided30
6. Information regarding CAP1,880
7. Total I&R services provided (Lines A1 through A6)2,080

B. Training Activities

a. SACAP services - how to use them and when b. to inform consumer's the path to take if they need help with their program. Refer people to VR. c. Consumer's of VR, non VR participants, friends & family, service providers.

1. Number of training sessions presented to community groups and public agencies.21
2. Number of individuals who attended these training sessions.1,880
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.

Organized a Disability Expo - opened to the community. Offered information on services to people with disabilities from birth to mature adult. Working with an agency that provides services to deaf individuals. Want them to include a program that would involve working with mental health and autistic consumers.

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 TV3
2. Articles about CAP Featured in Newspaper/Magazine/Journals0
3. PSAs/Videos Aired about the CAP Agency0
4. Publications/Booklets/Brochures Disseminated by the Agency3000
5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc.21
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.

Full Life Ahead, Partners in Care Summit, Alabama Disability Conference, Disability Expo (Montgomery & Dothan), State Independent Living Council (SILC), and Supported Employment (AL-APSE).

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)13
2. Additional individuals who were served during the year31
3. Total individuals served (Lines A1+A2)44
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.)15

B. Problem areas

Multiple responses permitted.

1. Individual requests information2
2. Communication problems between individual and VR counselor24
3. Conflict about VR services to be provided25
4. Related to VR application/eligibility process1
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 problems5
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 Assistance10
2. Investigation/Monitoring10
3. Negotiation13
4. Mediation and other methods of Alternative Dispute Resolution10
5. Administrative / Informal Review0
6. Formal appeal / Fair Hearing0
7. Legal remedy / Litigation0
8. Total43

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 favor18
2. Some issues resolved in individual's favor (when there are multiple issues)13
3. CAP determines VR agency position/decision was appropriate for the individual4
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)1
5. Individual chose alternative representation1
6. Individual withdrew complaint3
7. Issue not resolved in clients favor2
8. CAP services not needed due to individual's death, relocation, etc.1
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)0

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 individual5
2. Application for services completed2
3. Eligibility determination expedited2
4. Individual participated in evaluation4
5. IPE developed/implemented/Services Provided1
6. Communication re-established between individual and other party14
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)0

Part III. Program Data

A. Age

Multiple responses not permitted.

1. Up to 183
2. 19 - 2411
3. 25 - 4011
4. 41 - 6419
5. 65 and over0
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)44

B. Gender

Multiple responses not permitted.

1. Females25
2. Males19
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)44

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 American20
5. Native Hawaiian or Other Pacific Islander0
6. White21
7. Two or more races1
8. Race/ethnicity unknown1

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Acquired Brain Injury2
4. Amputations or Absence of Extremities0
5. Arthritis or Rheumatism2
6. Anxiety Disorder2
7. Autism Spectrum Disorder1
8. Autoimmune or Immune Deficiencies (excluding AIDS/HIV)0
9. Blindness (Both Eyes)3
10. Other Visual Impairments (Not Blind)1
11. Cancer0
12. Cerebral Palsy3
13. Deafness3
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 Disability1
21. Mental Illness4
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment1
25. Neurological Disorders/Impairment6
26. Orthopedic Impairments2
27. Personality Disorders0
28. Respiratory Disorders/Impairment1
29. Skin Conditions0
30. Specific Learning Disabilities (SLD)1
31. Speech Impairments1
32. Spina Bifida0
33. Substance Abuse (Alcohol or Drugs)0
34. Other Disability6
35. Total (Sum of Lines D1through D34. Total must equal Part II, Line A3.)44

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR39
2. Individual eligible for VR services currently on a wait list0
3. Individual eligible for VR services not currently on a wait list39
4. Applicant or individual eligible for Independent Living4
5. Transition student/High school student1
6. All other applicants or individuals eligible for other programs or projects funded unther Rehabilitation Act1

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:N/A

B. Staff Employed

Provide a description of all CAP positions (see instructions)

1 Full time Director/Advocate 1 Part-time Assistant (Vacant from 10/1/16-04/17/17)

Part VI. Case Examples

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

CASE 1 When you have a consumer that really wants to work and is highly motivated to work one can expect the likelihood of that person going to work should be high especially if the consumer has some basic skills and is willing to get some additional training if needed. However if you have a VR counselor that isn’t as motivated as the consumer, does not complete tasks or does not follow up with the consumer you have a problem. The consumer requested a change in counselor but after meeting with the supervisor, counselor along with the consumer and SACAP representative, a plan was put into place. The consumer agreed he would remain with the same counselor. The SACAP representative continued to follow up on the case for several months. It was soon realized that the consumer just wasn’t receiving adequate services from his VR counselor and the plan was being ignored. The SACAP representative called the VR supervisor and asked that the consumer be moved to another counselor. The consumer ended up being moved to another unit and counselor. The counselor that would be serving this consumer was a transfer from another unit and hadn’t arrived upon making the referral. I am happy to report after waiting a month for the new counselor to arrive he was referred to a rehab program which provided training and placement in a job.

CASE 2 This is a case SACAP has been involved with for 2.5 years. When the consumer contacted SACAP she had met with a VR counselor over a year earlier and was waiting for services to begin. It was when she was told she was too old to work by the VR counselor that SACAP was contacted. The consumer had lost a job she had held for 23 years. The consumer had previously received services by VR prior to this placement. Because consumer had lost her job she was feeling depressed and exhibited a lot of anxiety of not having an income. Furthermore, she was battling the fact she could lose her home. I would like to say she was referred to a new counselor and all was well but this hasn’t been the experience of this individual. After many evaluations, several counselors, job developers, and several rehab centers working to help the consumer find employment all the consumer found was heartache. The SACAP representative kept on top of this case in order to keep the rehab professionals on track with this consumer. No doubt this consumer has disabilities that made this case challenging. The consumer wanted to return to the type of work she had done for so many years and as a single person needed the amount of pay she had received. Unfortunately, going back to this field in this area would not be option. After many completed applications, too few interviews and no job offers a decision was made by the consumer to go back to school and get another degree in a field she felt she could get a job. The consumer started back to school this past school year. VR has been instrumental in providing a great deal of technology and connecting her with the Disability Support Services at the school which has also made some accommodations. Because of the distance of the school from where the consumer lives, VR is also providing financial means for transportation and allowing her to stay in a hotel 1-2 days week. This allows the consumer to better focus on the task at hand and not have as much wear and tear on the body. What I found is this individual needed much more assistance and follow through. When we would meet together as a team to work with the consumer, the rehab professionals wanted to complete a task and be finished with the consumer. If all consumers were this independent then there wouldn’t be a need for VR counselors.


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 OfficialRachel L. Hughes
Title of Designated Agency OfficialSACAP Director/Advocate
Date Signed12/12/2017