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


General Information

Designated Agency Identification

NameKentucky Client Assistance Program
Address300 Sower Blvd. 4CSW20
Address Line 24th Floor
Zip Code40601
Website Address
Toll-free Phone800-633-6283
Toll-free TTY

Operating Agency (if different from Designated Agency)

NameKentucky Client Assistance Program
Address300 Sower Blvd. 4CSW20
Address Line 24th Floor
Zip Code40601
Website Address
Toll-free Phone800-633-6283
Toll-free TTY

Additional Information

Name of CAP Director/CoordinatorCynthia E. Elliott
Person to contact regarding reportCynthia E. Elliott
Contact Person Phone502-564-8035

Part I. Non-case Services

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the vocational rehabilitation (VR) program8
2. Information regarding independent living programs2
3. Information regarding American Indian VR Service projects0
4. Information regarding Title I of the ADA15
5. Other information provided9
6. Information regarding CAP1
7. Total I&R services provided (Lines A1 through A6)35

B. Training Activities

Met with Director and new Vocational counselors at the Carl D. Perkins Vocational Training Center. Gave a general overview of CAP program, process and plans going forward, under new administration. Asked and answered questions regarding process, mission and priorities. Distributed newly designed CAP brochures. Toured facility and met instructors and students.

1. Number of training sessions presented to community groups and public agencies.1
2. Number of individuals who attended these training sessions.5
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.

1. The Carl D. Perkins Center is located in Thelma, Kentucky in Eastern region of Kentucky, which is an underserved community in the Appalachian mountains. It is a distance from the main office of CAP. Traditionally the region has been underserved because of its remote location and concerns about outside influences, unfamiliar with its unique needs. CAP will visit agencies and attend relevant events, to promote CAP message and presence, as well as do needs assessments. CAP has upgraded its database to capture county-by-county statistics. CAP will use these statistics to develop PR and PSA in area.

2. Met with Protection & Advocacy Executive Director to discuss partnering on related issues including subminimum wage issues in sheltered employment.

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 Agency125
5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc.1
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)9
2. Additional individuals who were served during the year8
3. Total individuals served (Lines A1+A2)17
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.)7

B. Problem areas

Multiple responses permitted.

1. Individual requests information0
2. Communication problems between individual and VR counselor8
3. Conflict about VR services to be provided14
4. Related to VR application/eligibility process5
5. Related to assignment to order of selection priority category6
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 Assistance1
2. Investigation/Monitoring5
3. Negotiation1
4. Mediation and other methods of Alternative Dispute Resolution0
5. Administrative / Informal Review0
6. Formal appeal / Fair Hearing0
7. Legal remedy / Litigation0
8. Total7

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 favor4
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 individual4
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)0
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 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 individual2
2. Application for services completed0
3. Eligibility determination expedited0
4. Individual participated in evaluation0
5. IPE developed/implemented/Services Provided6
6. Communication re-established between individual and other party1
7. Individual assigned to new counselor/office0
8. Alternative resources identified for individual2
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 181
2. 19 - 241
3. 25 - 404
4. 41 - 649
5. 65 and over2
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)17

B. Gender

Multiple responses not permitted.

1. Females4
2. Males13
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)17

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 American2
5. Native Hawaiian or Other Pacific Islander0
6. White14
7. Two or more races0
8. Race/ethnicity unknown1

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 Disorder1
7. Autism Spectrum Disorder0
8. Autoimmune or Immune Deficiencies (excluding AIDS/HIV)0
9. Blindness (Both Eyes)1
10. Other Visual Impairments (Not Blind)0
11. Cancer0
12. Cerebral Palsy0
13. Deafness0
14. Hard of Hearing/Hearing Impaired (Not Deaf)1
15. Deaf-Blind0
16. Diabetes0
17. Digestive Disorders0
18. Epilepsy0
19. Heart & Other Circulatory Conditions1
20. Intellectual Disability0
21. Mental Illness4
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment0
25. Neurological Disorders/Impairment1
26. Orthopedic Impairments6
27. Personality Disorders0
28. Respiratory Disorders/Impairment0
29. Skin Conditions0
30. Specific Learning Disabilities (SLD)1
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.)17

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 list15
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 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 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)

Previous Director retired in July 2015. The Program Coordinator served as Interim Director and assumed dual role of Director and staff support, from July 2015 to December 2016, before leaving the agency.

An Administrative Assistant III was hired and served as sole staff person from December 2016, until August 2017, when a Consumer Ombudsman was hired in August 2017, to fill the role and responsibilities of the previous Director position. CAP is now fully staffed by the Consumer Ombudsman and Administrative Assistant III .

Part VI. Case Examples

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

  1. Consumer was denied services due to Order Of Selection . CAP requested reconsideration of his category designation. Consumer is currently receiving services for modification of his van.

  2. Issues with Individualized Plan for Employment (IPE). OVR has been involved with Consumer since high school. The goals have been to assist Consumer in training and supports needed. Consumer was dissatisfied with some of the training and services denied by OVR. OVR questioned whether college and remedial classes should be paid for by OVR because of consumer's low GPA. CAP agreed with OVR. An administrative hearing was requested. As a result, OVR agreed to provide tuition assistance. Consumer is a junior in college and scheduled to graduate in 2019

  3. OVR denied Consumer’s request to support her goal of self-employment, because OVR determined she was marketable with her college degree. With CAP intervention, OVR agreed to support Consumer’s self-employment goals. OVR agreed to pay $8000.00 based upon Consumer’s business plan and feasibility study. Consumer requested an exception and increase due to unforeseen cost, which was granted.

  4. Consumer was seeking employment and training in area, which OVR deemed too dangerous. CAP requested an Informal Administrative Review. The Reviewer found in the consumer’s favor, based upon “informed choice”. An IPE was prepared. OVR has been assisting consumer with training and assistive technology.

  5. Consumer came to CAP due to dissatisfaction with services from OFB. He was seeking services to assist him to become employable. CAP intervened and Consumer is currently part of a Person Centered Planning (PCP) and a team of providers, including CAP, are assisting with Consumer needs, e.g. housing, training, personal skills. The team meets periodically to develop consumer's PFP (Personal Futures Planning sessions) using a trained facilitator. Currently, the last goal noted was to assist consumer in obtaining a GED.


    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 OfficialCynthia E. Elliott
    Title of Designated Agency OfficialConsumer Ombudsman
    Date Signed12/01/2017