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


General Information

Designated Agency Identification

NameNebraska VR (Vocational Rehabilitation)
Address301 Centennial Mall South-6th Floor
Address Line 2Box 94987
Zip Code68509
Website Address
TTY 402.471.3644
Toll-free Phone877.637.3422
Toll-free TTY877.637.3422

Operating Agency (if different from Designated Agency)

NameNebraska VR (Vocational Rehabilitation)
Address301 Centennial Mall South-6th Floor
Address Line 2Box 94987
Zip Code68509
Website Address
Toll-free Phone877.637.3422
Toll-free TTY877.637.3422

Additional Information

Name of CAP Director/CoordinatorShari Bahensky
Person to contact regarding reportShari Bahensky
Contact Person Phone402.417.3412

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 programs0
3. Information regarding American Indian VR Service projects0
4. Information regarding Title I of the ADA6
5. Other information provided627
6. Information regarding CAP61
7. Total I&R services provided (Lines A1 through A6)701

B. Training Activities

Nebraska VR offices across the state; CAP/Hotline process/purpose, VR's responsibility; VR Staff and new staff

League of Human Dignity/Independence Rising; CAP/Hotline process/purpose, League/Independence Rising responsibility; League/Independence Rising Staff

Nebraska Commission for the Blind and Visually Impaired (NCBVI); CAP/Hotline process/purpose, Commission responsibility; Commission Staff and new staff

NCBVI Center; CAP/Hotline process/purpose, Center clients

Omaha Tribe VR; CAP/Hotline process/purpose; Tribe Staff

Brain Injury Resource Facilitators; CAP/Hotline process/purpose; Brain Injury Facilitators

Career Pathway Recruiters; CAP/Hotline process/purpose; Recruiters

Parkinson Support Group-Omaha; CAP/Hotline process/purpose; Members of support group

Aging and Disability Resource Center (ADRC); CAP/Hotline process/purpose; Members of ADRC Statewide Advisory Committee

Veteran & Family Task Force; CAP/Hotline process/purpose; Members of Task Force

1. Number of training sessions presented to community groups and public agencies.25
2. Number of individuals who attended these training sessions.318
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.

Every year CAP obtains a copy of Nebraska VR and NCBVI's Outreach Plans and from there will do a mailing about CAP/Hotline to new agencies they have been in contact with. This year's Minority Outreach involved 63 letters mailed.

For unserved/underserved: 75 Letters/Emails to agencies

CAP continues to work with the Traumatic Brain Injury Advisory Council, Veteran & Family Task Force and is a member of the Deaf and Hard of Hearing Committee identified as underserved by Nebraska VR and facilitated by Nebraska VR.

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/Journals5
3. PSAs/Videos Aired about the CAP Agency2
4. Publications/Booklets/Brochures Disseminated by the Agency1500
5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc.3
6. Other (specify below)0

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)1
2. Additional individuals who were served during the year18
3. Total individuals served (Lines A1+A2)19
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.)4

B. Problem areas

Multiple responses permitted.

1. Individual requests information2
2. Communication problems between individual and VR counselor5
3. Conflict about VR services to be provided11
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 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 Assistance6
2. Investigation/Monitoring5
3. Negotiation4
4. Mediation and other methods of Alternative Dispute Resolution0
5. Administrative / Informal Review0
6. Formal appeal / Fair Hearing0
7. Legal remedy / Litigation0
8. Total15

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 favor13
2. Some issues resolved in individual's favor (when there are multiple issues)0
3. CAP determines VR agency position/decision was appropriate for the individual2
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)0
5. Individual chose alternative representation0
6. Individual withdrew complaint0
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 completed2
3. Eligibility determination expedited0
4. Individual participated in evaluation0
5. IPE developed/implemented/Services Provided2
6. Communication re-established between individual and other party5
7. Individual assigned to new counselor/office3
8. Alternative resources identified for individual1
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 180
2. 19 - 241
3. 25 - 405
4. 41 - 6413
5. 65 and over0
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)19

B. Gender

Multiple responses not permitted.

1. Females12
2. Males7
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)19

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. White17
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 Disorder1
7. Autism Spectrum Disorder1
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. Deafness1
14. Hard of Hearing/Hearing Impaired (Not Deaf)0
15. Deaf-Blind0
16. Diabetes0
17. Digestive Disorders0
18. Epilepsy0
19. Heart & Other Circulatory Conditions1
20. Intellectual Disability2
21. Mental Illness5
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment1
25. Neurological Disorders/Impairment2
26. Orthopedic Impairments3
27. Personality Disorders0
28. Respiratory Disorders/Impairment0
29. Skin Conditions0
30. Specific Learning Disabilities (SLD)0
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.)19

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR3
2. Individual eligible for VR services currently on a wait list0
3. Individual eligible for VR services not currently on a wait list16
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

Discovered that some of Nebraska VR's (General) current closure letters sent to clients/applicants did not include the Client Assistance Program (CAP) information and/or the full appeal process procedure. Worked with Program Directors to include this information in all closure letters and update in the VR Program Manual. Since Nebraska plans to go into an Order of Selection (OOS), CAP information and full appeal process were included in these Eligibility/OOS letters as well.

Discussed and reviewed the Nebraska Commission for the Blind and Visually Impaired's (NCBVI) closure letters with NCBVI staff. Made changes to the Eligibility letter involving the new WIOA requirements.

Worked with Nebraska VR Program Directors/Office Directors/Fiscal in setting up guidance for appropriate cell phone purchases for clients.

In process of creating a CAP video with two other States to increase awareness of CAP and how to access services. Plan to have this available on Nebraska VR's, NCBVI's, League of Human Dignity/Independent Living Center's and Omaha Tribe VR's websites for clients to view.

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.4
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 agencyNebraska VR
3. Is the designated agency contracting CAP services?No
4. If yes, name of contracting agency:There is no contracting agency

B. Staff Employed

Provide a description of all CAP positions (see instructions)

Nebraska's CAP consists of a .75 FTE Program Director. The position is 100% of year position filled at .75 FTE.

In process of hiring a Program Specialist to assist CAP Director at .75 FTE. The position will be 100% of year filled at .75 FTE.

Will also increase Program Director position to full time due to anticipated increase of cases due to Order of Selection implementation.

Part VI. Case Examples

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

Client called in with concerns that Nebraska VR was not going to assist him in getting his Master's degree. He had a full-time job at this time and had started taking some classes on his own. VR had assisted him in the past with obtaining his Bachelor's degree. Had no Individualized Plan for Employment (IPE) yet with VR and said he had left several messages with both his Counselor and Office Director regarding their decision and received no return calls.

Visited with Counselor who stated that VR was not in support of client's decision to return to school, but said that they had not brought case to the team yet to make a final determination. She stated that since client is working full-time and taking some classes, that it would be too much for him and he would become overwhelmed, but that the client is not accepting this reasoning. She also stated that VR had already assisted client with Bachelor's degree in past.

After reviewing case notes, I felt that it didn't appear that VR had any conversations with client regarding the possibility of supporting his goal. No additional information had been gathered to support or deny his request. Set up meeting with the 3 of us to discuss case and determine what VR was needing from client to help make an informed decision at this point. Recommended that VR follow up with the University to access current grades and progress, as well as contact his therapist and current employer to see how things are going. CAP explained that WIOA supports advanced training and it does not matter that VR had assisted this client in the past with his Bachelor's degree or that he was already working in full-time employment. This additional degree would provide him the opportunity to reach the potential of what he had been earning prior to his disabilities. He had current experience and knowledge in the degree he was pursuing, had been working in this field for the last 3 years with same employer who supported this clients desire to advance and felt he could do it with his great work ethic. The further education would help client move into a position that was less physically demanding for him as well, but needed the Master's degree to achieve this. Since he had been taking some Master's level classes and with the assistance of the Disability Services office through the University he reported he was not feeling overwhelmed, while still being successful. Would continue visits with this therapist to address any concerns along the way and could use this first semester as an assessment to monitor progress while assisting him with any needed assistive technology device.

Received notification from VR that the decision was made to support the clients educational goal. Signed IPE that week and after first semester had received all A's.


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 OfficialMark Schultz
Title of Designated Agency OfficialDeputy Commissioner/VR Director
Date Signed12/12/2017