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

Oklahoma (Office of Disability Concerns) - H161A170037 - FY2017

General Information

Designated Agency Identification

NameOklahoma Office of Disability Concerns
Address1111 N. Lee, suite 500
Address Line 2
CityOklahoma City
Zip Code73103
Website Address
Toll-free Phone800-522-8224
Toll-free TTY

Operating Agency (if different from Designated Agency)

NameOklahoma Office of Disability Concerns
Address1111 N. Lee, suite 500
Address Line 2
CityOklahoma City
Zip Code73103
Website Address
Toll-free Phone800-522-8224
Toll-free TTY

Additional Information

Name of CAP Director/CoordinatorWilliam Ginn
Person to contact regarding reportWilliam Ginn
Contact Person Phone405-522-6702

Part I. Non-case Services

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the vocational rehabilitation (VR) program43
2. Information regarding independent living programs2
3. Information regarding American Indian VR Service projects3
4. Information regarding Title I of the ADA5
5. Other information provided8
6. Information regarding CAP0
7. Total I&R services provided (Lines A1 through A6)61

B. Training Activities

10/20/16 Client Assistance Program training to 20 college students in Tulsa 11/15/16 Life skills training to 30 senior citizens 11/29/16 Disability awareness training to 50 individuals 12/19/16 Discussed CAP with 15 Visual Services employees in Tulsa 01/31/17 Disability awareness training to law enforcement (Enid) 02/23/17 Disability awareness training to law enforcement (Pauls Valley) 03/08/17 Trained on CAP to 17 new DRS employees 03/21/17 Disability awareness training to boy scouts 03/28/17 Disability awareness training to law enforcement (Muskogee) 03/30/17 Disability awareness training to law enforcement (Poteau) 04/04/17 Disability awareness training to law enforcement (Ardmore) 04/11/17 Disability awareness training to law enforcement (Stillwater) 04/13/17 Disability awareness training to state employees in Tulsa 04/20/17 Disability awareness training to law enforcement (Durant) 05/25/17 Service dog training to Librarians Association in Norman 06/09/17 Trained 15 new DRS employees on CAP

1. Number of training sessions presented to community groups and public agencies.44
2. Number of individuals who attended these training sessions.1,265
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.

11/30/16 Arranged for CAP brochure to be translated into Spanish and placed on the website for the Office of Disability Concerns 12/11/17 Met with DRS Director Noel Tyler to discuss trends with DRS clients who have contacted CAP 02/06/17 Attended a public meeting on new DRS policy and expressed CAP position 02/16/17 Distributed copies of the Disability Primer to Oklahoma state legislators as part of the Policy and Legislative Committee of the Oklahoma Rehabilitation Council (ORC) 04/10/17 Met with Executive Committee of the ORC 05/04/17 Distributed information and talked with transition-age youth at the annual Tech Now awards ceremony 05/18/17 Reported to the ORC on progress of the Policy and Legislative Committee 06/06/17 Met with representative of Dale Rogers Training Center which contracts transition services with DRS clients 07/13/17 Participated in planning for a job fair for the Federal Aviation Administration 07/21/17 Reported on the CAP program to the State Independent Living Council 07/26/17 Attended a meeting of the nine Tribal VR organizations in Oklahoma 08/18/17 Reported on progress of the P&L Committee to the ORC at quarterly meeting 09/12/17 Attended a policy meeting for DRS 09/27/17 Attended a meeting of the nine Tribal VR organizations in Oklahoma

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.

CAP has produced a booklet entitled "Your Road to Employment" to inform people who are looking for a job in general and clients of the DRS program on things they can do to advance towards their employment goals. This booklet has been placed on the website of the Office of Disability Concerns where it can be easily reviewed or copied. CAP has also produced four brochures about transition youth and IEP's school-age children with intentions to attend college. One of the brochures was targeting parents of transition-age youth. The Client Assistance Program worked with our intern and two other employees to produce a video about the CAP program which was posted to YouTube and Facebook. The video identifies the CAP program and takes the viewer into a simulated CAP meeting where a client's employment needs are discussed with an individual acting the role of a DRS counselor. The purpose of this video is to inform the public about the CAP program by demonstrating client advocacy. CAP has also produced several editions of "A Tip of the Hat from CAP" which are articles on how to better utilize DRS services for clients. "A Tip of the Hat from CAP" is published on the website of the Office of Disability Concerns.

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 Agency1
4. Publications/Booklets/Brochures Disseminated by the Agency1052
5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc.14
6. Other (specify below)5

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)7
2. Additional individuals who were served during the year47
3. Total individuals served (Lines A1+A2)54
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.)7

B. Problem areas

Multiple responses permitted.

1. Individual requests information10
2. Communication problems between individual and VR counselor32
3. Conflict about VR services to be provided41
4. Related to VR application/eligibility process4
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 problems2
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 Assistance36
2. Investigation/Monitoring6
3. Negotiation12
4. Mediation and other methods of Alternative Dispute Resolution2
5. Administrative / Informal Review0
6. Formal appeal / Fair Hearing0
7. Legal remedy / Litigation0
8. Total56

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 favor24
2. Some issues resolved in individual's favor (when there are multiple issues)11
3. CAP determines VR agency position/decision was appropriate for the individual12
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 favor4
8. CAP services not needed due to individual's death, relocation, etc.2
9. Individual not responsive/cooperative with CAP3
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. DRS closed client's case due to verbal abuse of VR counselor. Client was invited to re-apply, write a business plan, and provide marketing predictions for a thermography business. Client did not cooperate, so CAP case was closed as well. 2. Client's request could not be accommodated because DRS is on a wait-list basis for all eligibility levels. Client decided to relocate to Great Britain. Case closed 3. Client was unhappy with DRS services, unhappy with CAP services, unhappy with job coach. He did not get a job, and it's my opinion that he is the reason he did not get a job -- oppositional, poor job readiness.

1. Controlling law/policy explained to individual7
2. Application for services completed0
3. Eligibility determination expedited1
4. Individual participated in evaluation0
5. IPE developed/implemented/Services Provided34
6. Communication re-established between individual and other party2
7. Individual assigned to new counselor/office2
8. Alternative resources identified for individual6
9. ADA/504/EEO/OCR complaint made1
10. Other (Please explain below)3

Part III. Program Data

A. Age

Multiple responses not permitted.

1. Up to 181
2. 19 - 247
3. 25 - 4017
4. 41 - 6426
5. 65 and over3
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)54

B. Gender

Multiple responses not permitted.

1. Females28
2. Males26
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)54

C. Race/ethnicity of Individuals Served

1. Hispanic/Latino of any race (for individuals who are non-Hispanic/Latino only)2
2. American Indian or Alaskan Native4
3. Asian0
4. Black or African American13
5. Native Hawaiian or Other Pacific Islander0
6. White31
7. Two or more races4
8. Race/ethnicity unknown0

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Acquired Brain Injury1
4. Amputations or Absence of Extremities1
5. Arthritis or Rheumatism0
6. Anxiety Disorder2
7. Autism Spectrum Disorder2
8. Autoimmune or Immune Deficiencies (excluding AIDS/HIV)0
9. Blindness (Both Eyes)4
10. Other Visual Impairments (Not Blind)4
11. Cancer1
12. Cerebral Palsy0
13. Deafness2
14. Hard of Hearing/Hearing Impaired (Not Deaf)0
15. Deaf-Blind1
16. Diabetes1
17. Digestive Disorders0
18. Epilepsy1
19. Heart & Other Circulatory Conditions2
20. Intellectual Disability0
21. Mental Illness5
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment0
25. Neurological Disorders/Impairment4
26. Orthopedic Impairments16
27. Personality Disorders0
28. Respiratory Disorders/Impairment0
29. Skin Conditions0
30. Specific Learning Disabilities (SLD)2
31. Speech Impairments1
32. Spina Bifida0
33. Substance Abuse (Alcohol or Drugs)0
34. Other Disability3
35. Total (Sum of Lines D1through D34. Total must equal Part II, Line A3.)54

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR5
2. Individual eligible for VR services currently on a wait list1
3. Individual eligible for VR services not currently on a wait list49
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

On January 11, 2017 I had the opportunity to meet with the Director of the Department of Rehabilitation Services in my office. I discussed with her that the number one CAP complaint that I receive is that the DRS counselor does not return phone calls and emails. I shared that the director of the agency where I work has an agency policy that staff will return phone calls within 48 hours. This makes for good customer service and satisfied clients.

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.1
2. Describe the systemic activities conducted by CAP during the fiscal year and its impact on other agency's policies or practices.

B. Litigation

I have not litigated a consumer case with DRS for this fiscal year. I have a policy to stay with a case and settle client concerns without litigation if possible. CAP in Oklahoma does contract with an attorney and has the ability to bring cases to a Fair Hearing. This fiscal year I have contacted our attorney on one case but eventually settled the case by going to higher administration in DRS.

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 agencyOklahoma Office of Disability Concerns
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)

The Client Assistance Program in Oklahoma has one full-time, permanent employee. We also have a temporary state employee who has been working with CAP since January of this year. In June of this year we took on a non-paid intern who will leave our agency at the end of this year.

Part VI. Case Examples

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

At the beginning of this fiscal year I began working a case which did not involve the Oklahoma Department of Rehabilitation Services (DRS) although my CAP client did have an open case with DRS. This client who was deaf had recently begun attending a four-year college in Oklahoma and had made a request for accommodations to the Disability Coordinator of the university. The school had offered interpreter services, but the client who had another disability in addition to deafness asked to be accommodated in another way. The client was asking for CART which gives them a written version of all spoken words in the class which the client claimed met both their disabilities. I had the opportunity to actually meet the client and the disability coordinator at the school to advocate in person. But much more importantly, I worked with the client through a series of emails on how to advocate for themselves. I felt this was very important because the client was going into Deaf Education and would need good self-advocacy skills throughout their career. This client did receive the accommodation they asked for and needed and had an opportunity to do some of their own self-advocacy with coaching from CAP. A little later in the fiscal year I had another client. This transition-age youth in the public schools was involved in a work/study arrangement in the school paid for by DRS. The client did not get paid for the entire time they worked because the school did not get their contract information into DRS in time. The school blamed DRS, and DRS blamed the school, but the client was left holding the bag. In the process of advocating for this client I contacted the DRS Field Coordinator and the person in DRS who is in charge of transition services. My client did receive full payment for the times and days she worked in the work/study program. I must also give credit to a diligent mother who helped to train her daughter in good self-advocacy.


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 OfficialOklahoma Office of Disability Concerns
Title of Designated Agency OfficialClient Assistance Program Director
Date Signed12/08/2017