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


General Information

Designated Agency Identification

NameMartin & Jones
Address123 N. McDonough St.
Address Line 2
Zip Code30030
Website Address
TTY 404-373-2040
Toll-free Phone800-822-9727
Toll-free TTY800-822-9727

Operating Agency (if different from Designated Agency)

NameMartin & Jones
Address123 N. McDonough St.
Address Line 2
Zip Code30030
Website Address
Toll-free Phone800-822-9727
Toll-free TTY800-822-9727

Additional Information

Name of CAP Director/CoordinatorJennifer M. Page
Person to contact regarding reportJennifer M. Page
Contact Person Phone404.373.2040

Part I. Non-case Services

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the vocational rehabilitation (VR) program901
2. Information regarding independent living programs3
3. Information regarding American Indian VR Service projects0
4. Information regarding Title I of the ADA1
5. Other information provided35
6. Information regarding CAP940
7. Total I&R services provided (Lines A1 through A6)1,880

B. Training Activities

The CAP representative provided a training on the CAP program. The training took place at the State Rehabilitation Council (SRC) quarterly meeting as a part of the official agenda for the SRC members. Others in attendance were Vocational Rehabilitation management and other vocational rehabilitation staff. The training lasted 30 minutes and time for questions and answers lasted around 15 minutes in January 2018 . There was 55 people in attendance for the training that covered topics discussing, advising clients of their rights, solving communication issues, referrals to other agencies, negotiations for services and advocating for clients in need of assistance with vocational rehabilitation.

The CAP representative partnered with a Vocational Rehabilitation (VR) Counselor who was presenting on the VR process from the application intake to a successfule closure. CAP was able to discuss topics of how the CAP agency can advocate for clients and that CAP contact information was listed on VR letters and the client handbook, so clients knew of their due process rights. There was 60 attendees of VR counselors, VR managers and vendors and lasted approximately 2 hours with time left for questions and answers of 20 minutes in August 2018.

The CAP training took place during an SRC quarterly training meeting in April 2018. The meeting had 35 in attendance of SRC members and VR support staff that works with the SRC. The topics discussed were they types of CAP issues that were the most prevalent, policy information and since the changes with WIOA had happened, were there more transition clients calling CAP. The training lasted 30 minutes as a part of the SRC agenda and allowed time for questions and answers of 15 minutes.

1. Number of training sessions presented to community groups and public agencies.3
2. Number of individuals who attended these training sessions.150
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.

The CAP staff attended public hearings on policies that would effect the Inclusive Postsecondary Education Program (IPSE) to evaluate the consensus of the community this program would serve. The Work Innovation and Opportunity Act (WIOA) gave cause that the agency would support this program for the state fiscal year. The strategy for attending these sessions was to gain education on IPSE to be able to share this information with clients who had questions about the program. Transition clients that graduated with a special education diploma have been unserved/underserved, so this program is one I can discuss with clients as an option to gain experience and employment outcomes. CAP distributed CAP brocures and business cards for clients to contact the agency.

CAP staff attended the town hall meetings that Vocational Rehabilitation had after implementing the Sensory Populations category to serve these specialized groups of the blind, low vision, deaf, hard of hearing and deaf-blind. These communities were able to address their concerns ahead of VR implementing policies that would effect these clients. CAP staff was able to gain insight how to better serve these clients when they contact CAP. CAP contact information was given out in different formats for the sensory disabilities being served by VR. CAP understands that many clients do not have accessibility to contact VR or CAP, so CAP is reaching out more to this unserved/underserved population is by using agencies who work with individuals with disabilities that create large print, braille and technology to better assist clients.

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 Agency75
5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc.2
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.

CAP staff provides brochures to external affairs Vocational Rehabilitation personnel who travels to conferences and exhibits to display on the table for clients who are interested.

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)62
2. Additional individuals who were served during the year39
3. Total individuals served (Lines A1+A2)101
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.)11

B. Problem areas

Multiple responses permitted.

1. Individual requests information12
2. Communication problems between individual and VR counselor16
3. Conflict about VR services to be provided76
4. Related to VR application/eligibility process5
5. Related to assignment to order of selection priority category27
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 Assistance20
2. Investigation/Monitoring14
3. Negotiation56
4. Mediation and other methods of Alternative Dispute Resolution0
5. Administrative / Informal Review0
6. Formal appeal / Fair Hearing0
7. Legal remedy / Litigation0
8. Total90

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 favor59
2. Some issues resolved in individual's favor (when there are multiple issues)4
3. CAP determines VR agency position/decision was appropriate for the individual17
4. Individual's case lacks legal merit; (inappropriate for CAP intervention)3
5. Individual chose alternative representation0
6. Individual withdrew complaint6
7. Issue not resolved in clients favor0
8. CAP services not needed due to individual's death, relocation, etc.1
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)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 individual25
2. Application for services completed3
3. Eligibility determination expedited0
4. Individual participated in evaluation0
5. IPE developed/implemented/Services Provided37
6. Communication re-established between individual and other party15
7. Individual assigned to new counselor/office3
8. Alternative resources identified for individual7
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 - 2419
3. 25 - 4036
4. 41 - 6440
5. 65 and over5
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)101

B. Gender

Multiple responses not permitted.

1. Females52
2. Males49
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)101

C. Race/ethnicity of Individuals Served

1. Hispanic/Latino of any race (for individuals who are non-Hispanic/Latino only)3
2. American Indian or Alaskan Native0
3. Asian3
4. Black or African American54
5. Native Hawaiian or Other Pacific Islander0
6. White40
7. Two or more races0
8. Race/ethnicity unknown1

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Acquired Brain Injury0
4. Amputations or Absence of Extremities2
5. Arthritis or Rheumatism1
6. Anxiety Disorder1
7. Autism Spectrum Disorder4
8. Autoimmune or Immune Deficiencies (excluding AIDS/HIV)1
9. Blindness (Both Eyes)11
10. Other Visual Impairments (Not Blind)4
11. Cancer0
12. Cerebral Palsy1
13. Deafness7
14. Hard of Hearing/Hearing Impaired (Not Deaf)0
15. Deaf-Blind1
16. Diabetes1
17. Digestive Disorders1
18. Epilepsy0
19. Heart & Other Circulatory Conditions2
20. Intellectual Disability9
21. Mental Illness20
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment0
25. Neurological Disorders/Impairment12
26. Orthopedic Impairments4
27. Personality Disorders0
28. Respiratory Disorders/Impairment1
29. Skin Conditions0
30. Specific Learning Disabilities (SLD)10
31. Speech Impairments2
32. Spina Bifida0
33. Substance Abuse (Alcohol or Drugs)1
34. Other Disability2
35. Total (Sum of Lines D1through D34. Total must equal Part II, Line A3.)101

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR7
2. Individual eligible for VR services currently on a wait list0
3. Individual eligible for VR services not currently on a wait list90
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 Act7

Part IV. Systemic Activities and Litigation

A. Non-Litigation Systemic Activities

CAP did not participate in any non-litigation systemic activities for FFY 2018.

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

The CAP attorney did not participate in any litigation activities for FFY 2018. CAP clients did not have hearings in FFY 2018.

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-all other private agencies
2. Name of designate agencyMartin and Jones
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)

Number of Person Years- 2 and 1/2 professional and 1/2 clerical

The georgia CAP staff consistes of the Director, Assistant Director, a Counselor/Advocate and a part-time administrative assistant. The Georgia CAP has available legal representation. Jennifer M. Page is the newly appointed CAP Director who has worked for CAP since 2006, but was a vocational rehabilitation before becoming a CAP counselor and will continue to have an active CAP caseload. The Assistant Director, Ashley Carraway, was previously an attorney and litigation manager and carries an active CAP caseload. A new Counselor/Advocate has been hired to begin in 2019.

Part VI. Case Examples

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

Client contacted CAP services because of a delay in graduation from post-secondary. Client believed that WIOA would help with the transition services she required. CAP was able to communicate with VR staff and client was able to graduate and start job placement.

Client was anticipating the service of receiving eyeglasses to move forward with job placement. There was a delay with this service and client called CAP. CAP was able to assist the client with receiving this service and client was able to find employment.

Client was having a lack of communication with his VR office. CAP was able to meet with the client and family to discover the client was job ready. Client requested the case be moved to a smaller area. Client received personal assistance services, which led to the job placement search.

Client wanted CAP to assist with post-secondary after moving from a state supported school to a private one. Client was in the last year of the major in post-secondary. CAP explained how the post-secondary fee schedule works and VR policy when attending a private institution. Client stated she was no aware of this before changing schools. Client insisted on staying at the private institution with less assistance from VR.

Client wanted to attend post-secondary with VR assistance. CAP was able to get all of the documentation from the Client that VR would request. The counselor was able to look at the information and determine the client would be able to attend post-secondary the next semester.

Client needed CAP services to maintain employment. Client stated that VR had been contacted, but the job was in jeopardy. VR had helped him get this position but needed a device to enlarge print because of the chemicals in the facility and it being a safety issue. CAP was able to speak with the counselor who was willing to help with the equipment and a provider to assist with using the device.

CAP was contacted because the client needed a van modification. VR was willing to provide this service after they assisted with job placement. The client needed some evaluations before the process could begin. The client was willing to cooperate with VR to start the process to gain employment.

Client contacted CAP for assistance with VR because the client wanted to work but was unsure how to navigate VR services. CAP explained the types of services VR provided but the client thought Warm Springs would be a good place to go for daily living and job skills. CAP helped establish communication with the counselor who began the process to get the client on the waiting list at Warm Springs.

Client needed CAP services due to a lack of communication and services with VR. CAP scheduled a meeting with the counselor and the supervisor to assist the client. VR was willing to assist the client with an auditory assessment. The client was able to get the other services she needed through PELL and working part-time at a grocery chain.

Client called CAP because of a communication issue with her counselor. The client felt her voice was not being heard as to her work goal. CAP was able to reestablish communication between the client and counselor and found out the client needed to complete her GED before job placement should begin. The client decided that was a goal she wanted to accomplish and then go to real estate school.

Client received a Notice of Change to close the VR case and did not know what direction to go with the case. The client was having some life issues that were preventing the case from moving forward. CAP explained the client could reopen the case when the life circumstances changed. The client was agreeable to that and was glad for the information that the VR case could be reopened when ready.

Client called CAP due to one of the post-secondary services that was ending, and the client stated the need to keep this service. CAP looked at the service and spoke with the policy unit concerning the case issue. The case was not in policy compliance and the client was getting two similar services. After explaining this to the client and VR meeting with the client, it was agreeable to the client that he would choose which service was better for the case.

Client needed CAP services due to the inability to reach the counselor after the first letter to get an appointment. CAP was able to contact the counselor to understand the delay in services and communication. The counselor was unsure if the client wanted to continue with services because there had been no contact from the client. The misunderstanding was cleared up and the client moved forward with the case.

Client called after the Work Plan had been updated and was waiting for a policy exception. The policy exception was denied. CAP was able to review the request and discuss the case with VR. The supervisor took another look at the request and believed the request was necessary for the client’s success. The case moved forward with the service.

Client called because a service was denied to assist with dorm cost in a graduate program. CAP was able to make a request to have policy take a look since the request was decided so close to the move in date. VR policy looked at the case and paid for dorm cost and some book fees.

Client called CAP for assistance due to lack of communication with the counselor. The client felt the case was stagnant. CAP was able to help reestablish communication in this case. The client was hopeful moving forward after meeting with the counselor.

CAP was contacted by the client because the case was in the same status and the client did not understand why. CAP looked into the case to determine the client’s previous counselor had resigned and the case had not been reassigned. CAP was able to get the client a new counselor and determine the medical documentation was still needed. The client called the physician to get the documentation sent over to get the case moving.

Client called CAP because an assistive work technology assessment was needed for equipment. The client stated the request for the assessment had been denied by the counselor. CAP was able to get the assessment and the client found that acceptable to move forward with the case.

Client was enrolled in a work program, but was pulled out by VR. CAP was contacted to assist and found out the invoice had not been sent to the provider, so services could not be rendered. The invoice was created and the client moved ahead with the training needed to become employed.

CAP was contacted because the client received a notice of change letter to close the VR case. The client was unsure why the case was being closed. CAP was able to get the letter rescinded and the case moved forward with services.

Client called CAP because her tuition and fees had not been paid by VR and her classes had been dropped. The counselor wanted more information from the client before paying for the necessary classes. The client was able to get back in the classes and CAP requested her case be transferred to an office closer to where she lived due to transportation issues.

Client called CAP because an employment outcome had not happened in the case. The client had many stipulations that were outlined by the client’s physician and himself. VR was able to find him several jobs in this criteria. The outcome was employment.

CAP received a call from a client who had been waiting on services. CAP was able to find out that the client’s previous counselor had been promoted and the case had not been reassigned. The team lead was able to assign the case to a new counselor and the case was able to move forward.

CAP was contacted by siblings who needed VR assistance. CAP was able to determine the siblings had not made an initial appointment to have an application taken and that they were out-of-state. CAP advised clients to make an appointment during their next post-secondary break to do the intake to start their VR cases.

Client called after the case had been closed more than three years. CAP advised client to reapply for services. The client was unsure if VR was the program that could help with employment services. CAP explained the benefits of the agency and the client wanted to reapply to see if there could be a successful outcome this time.

Client called CAP for assistance with the VR case. The client was on a general caseload and did not feel the general counselor understood blindness. CAP was able to get the client transferred to a specialty caseload for the services that could better assist the client.

CAP received a call concerning transportation. The client lived in a place that would be beneficial to ride the train. The client completed the orientation and mobility training to be a rider. CAP was able to assist the client with getting a Marta card to help with this service.

Client called about the post-secondary case and how could VR assist with the case. The client was receiving a scholarship from the specialty college that was factored into the comparable benefits. The client was maintaining above average grades to keep the scholarship, but VR was able to assist with books and maintenance.

CAP was called due to lack of communication between the client and counselor. The client had called customer care through VR and they referred the client to CAP. CAP was able to reestablish communication between the client and counselor. The client was referred to job placement soon after.

Client needed assistance with out-of-state tuition from VR. CAP reviewed the case and determined the client could receive assistance that covered cost. After VR reviewed the case, they determined the client could receive the maximum of what they would pay in-state for post-secondary. The case was able to move forward.


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 OfficialJennifer M. Page
Title of Designated Agency OfficialCAP Director
Date Signed12/14/2018