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

Iowa (IOWA DEPT OF HUMAN RIGHTS - Office with Person with Disabilities) - H161A180016 - FY2018

General Information

Designated Agency Identification

NameLisa Schneider
Address 321 East 12th Street
Address Line 2Lucas State Office Building
CityDes Moines
Zip Code50319
Website Address
TTY (800)652-4298
Toll-free Phone(800)652-4298
Toll-free TTY(800)652-4298

Operating Agency (if different from Designated Agency)

NameIowa Client Assistance Program
AddressDHR, Office of Persons with Disabilities
Address Line 2Lucas State Office Bldg.
CityDes Moines
Zip Code50319
Website Address
Toll-free Phone(800)652-4298
Toll-free TTY(800)652-4298

Additional Information

Name of CAP Director/CoordinatorLisa Schneider
Person to contact regarding reportLisa Schneider
Contact Person Phone515-281-8088

Part I. Non-case Services

A. Information and Referral Services (I&R)

Multiple responses are not permitted.

1. Information regarding the vocational rehabilitation (VR) program13
2. Information regarding independent living programs4
3. Information regarding American Indian VR Service projects0
4. Information regarding Title I of the ADA24
5. Other information provided198
6. Information regarding CAP9
7. Total I&R services provided (Lines A1 through A6)248

B. Training Activities

CAP Introduction and how CAP is similar to and differentiates from, other P&As, and Overview Trainings - New and current VR staff during Iowa Vocational Rehabilitation Services (IVRS) all-staff meetings and new staff orientations, including in IVRS's different service offices around the state and during the IVRS Strategic Planning for Supervisors training.

CAP Trainings to Vocational Rehabilitation and Clinical Mental Health Counselors Counseling Program graduate students: CAP Introduction and how CAP is similar to and differentiates from, other P&As; WIOA changes; Employment First and Competitive Integrated Employment; and Section 511 and sheltered workshops, including 14(c) certificates, overview of history and changes.

“Bottom Dollars: A Rooted in Rights Original Documentary” Marathon Tour across the state of Iowa:

The Iowa Client Assistance Program and the Center for Disabilities and Development, in partnership with the Iowa Developmental Disabilities Council, hosted the screening of “Bottom Dollars, a Rooted in Rights Original Documentary” in eight cities around Iowa.

v April 26, 2018 - Iowa City: the First Bottom Dollars documentary showing - 47 individuals attended, many from the Center for Disabilities and Development (CDD) and from a ‘Labor Class’ at the University of Iowa.

v May 2, 2018 - Council Bluffs: 21 people attended, including several staffers and the CEO, from the Vocational Development Center.

v May 3, 2018 - Sioux City: 12 attendees. Attracted media- Panelist, City Council member Alex Watters, was speaking as both a PWD and policy maker. Councilman Watters and Bottom Dollars co-coordinator, CDD’s Tammie Amsbaugh, were interviewed. Link to the video:

We had 12 people attend. Clint Sargent did a great job; he talked about all the work we have done on incentivizing community employment through the workgroup in 2014 and 2015.

v May 9, 2018 - Des Moines: 49 attendees. I was a bit disappointed because we had many more registered. It was a beautiful spring/summer day, so they stayed outdoors? The setting was an auditorium, which made it feel more formal. The panel was great - the best yet. Several state agency individuals attended. Evaluations are good. The issue of a discussion or a Q&A came up again. I am pondering- I do not want the session to “go negative”, or argumentative - like the Council Bluffs parent. Also, I am not the right person to answer questions.

v May 10, 2018 - Creston: 7 attendees. A parent of a 27 year-old child with a disability spoke about the closing of the workshop service in Atlantic, Iowa. She stated that the film gave her hope for a good outcome. Individuals from a local provider talked about their efforts to work in community employment and the challenges of funding and employment opportunities in rural Iowa. One person from the local workforce office talked about her work with the Ticket to Work program and how the information in the film relates.

v May 17, 2017 - Dubuque: 21 attendees. There was a good mix of parents and providers in the group. Iowa State Senator Pam Jochum served as a panelist. Another panelist told his story about coming to the realization that his son could work. Senator Jochum commented that the legislators should see this movie so that they could see individuals working in the community.

v May 18, 2018 - Waterloo: 20 attendees. Iowa State Senator Bill Dotzler served as a panelist. Senator Dotzler discussed his experience with other subminimum wage issues.

v May 24, 2018 - Burlington: 11 attendees. A few local providers attended including Goodwill of the Heartland. A person with a disability spoke about his job in the community that he has had for many years after working in the workshop for many years. The provider panelist talked about the efforts to phase out the workshop services and 14c and some challenges in the small town and rural areas.

Some comments from the attendee evaluations:

Several students from The University of Iowa Labor Center attended the Iowa City screening.

1. Number of training sessions presented to community groups and public agencies.19
2. Number of individuals who attended these training sessions.495
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.

CAP has collaborated with the Office on Native American Affairs, Office of Deaf Services,Office of Persons with Disabilities, Office of Asian and Pacific Islander Affairs, Office of Latino Affairs, Office on the Status of Women, and the Office on the Status of African-Americans to educate their diverse populations on the VR system and CAP's role, CAP's role and advocacy efforts in the disability community, including mental illness, and employment issues; 14(c) certificates and WIOA Section 511; referral and resources for these populations; and providing publications and documents in Spanish, including CAP's new publication, "The Great Debate: The Shift From Sheltered Workshops to Competitive Integrated Employment". CAP has participated in the Criminal and Juvenile Justice Planning's Juvenile Re-entry Task Force meetings to discuss the transition of youth into the workforce.

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 created a publication entitled, "The Great Debate: The Shift From Sheltered Workshops to Competitive Integrated Employment. This publication is printed in English and Spanish, with an option of having it translated into Braille as needed. Our publication is available in hard copies as well as via our website in PDF. This publication has become widely disseminated by various means, outlets, institutions, and entities; and is extremely popular, in high demand, and exceedingly sought-after.

1. Agency Staff Interviewed or Featured on Radio and TV1
2. Articles about CAP Featured in Newspaper/Magazine/Journals1
3. PSAs/Videos Aired about the CAP Agency2
4. Publications/Booklets/Brochures Disseminated by the Agency9100
5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc.12
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.

CAP information on the Bottom Dollars tour was shared by various current Iowa state legislators in their newsletters. Many various websites in the disability community shared CAP information regarding the Bottom Dollars tour; as did various Chambers of Commerce and Welcome Centers via their event calendars.

There were several press releases regarding CAP information on the Bottom Dollars tour.

Drake University's Counselor Education Program professors continually provide CAP information to graduate students in their programs (Clinical Mental Health Counseling, Clinical Vocational Rehabilitation Counseling, and School Counseling) and to their classes.

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)5
2. Additional individuals who were served during the year19
3. Total individuals served (Lines A1+A2)24
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.)2

B. Problem areas

Multiple responses permitted.

1. Individual requests information7
2. Communication problems between individual and VR counselor7
3. Conflict about VR services to be provided7
4. Related to VR application/eligibility process4
5. Related to assignment to order of selection priority category1
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 services4
8. Other Rehabilitation Act-related problems0
9. Non-Rehabilitation Act related
  1. TANF
  3. Housing
  4. Other:
10. Related to Title I of the ADA5

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 Assistance7
2. Investigation/Monitoring2
3. Negotiation9
4. Mediation and other methods of Alternative Dispute Resolution3
5. Administrative / Informal Review1
6. Formal appeal / Fair Hearing0
7. Legal remedy / Litigation0
8. Total22

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.)

Individual postponed services on January 3, 2018 and CAP hasn't heard back as of December 28, 2018.

1. All issues resolved in individual's favor19
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 individual0
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)1

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 individual3
2. Application for services completed1
3. Eligibility determination expedited2
4. Individual participated in evaluation0
5. IPE developed/implemented/Services Provided4
6. Communication re-established between individual and other party1
7. Individual assigned to new counselor/office3
8. Alternative resources identified for individual5
9. ADA/504/EEO/OCR complaint made3
10. Other (Please explain below)0

Part III. Program Data

A. Age

Multiple responses not permitted.

1. Up to 181
2. 19 - 242
3. 25 - 408
4. 41 - 6412
5. 65 and over1
6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.)24

B. Gender

Multiple responses not permitted.

1. Females11
2. Males13
3. Total (Lines B1+B2. Total must equal Part II, Line A3.)24

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 American1
5. Native Hawaiian or Other Pacific Islander0
6. White17
7. Two or more races1
8. Race/ethnicity unknown4

D. Primary disabling condition of individuals served

Multiple responses not permitted.

1. Acquired Brain Injury4
4. Amputations or Absence of Extremities0
5. Arthritis or Rheumatism1
6. Anxiety Disorder1
7. Autism Spectrum Disorder0
8. Autoimmune or Immune Deficiencies (excluding AIDS/HIV)1
9. Blindness (Both Eyes)3
10. Other Visual Impairments (Not Blind)1
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 Conditions0
20. Intellectual Disability2
21. Mental Illness8
22. Multiple Sclerosis0
23. Muscular Dystrophy0
24. Muscular/Skeletal Impairment0
25. Neurological Disorders/Impairment1
26. Orthopedic Impairments0
27. Personality Disorders0
28. Respiratory Disorders/Impairment0
29. Skin Conditions0
30. Specific Learning Disabilities (SLD)0
31. Speech Impairments0
32. Spina Bifida1
33. Substance Abuse (Alcohol or Drugs)0
34. Other Disability0
35. Total (Sum of Lines D1through D34. Total must equal Part II, Line A3.)24

E. Types of Individual Served

Multiple responses permitted.

1. Applicant of VR2
2. Individual eligible for VR services currently on a wait list1
3. Individual eligible for VR services not currently on a wait list21
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

CAP identified many I&Rs and VR clients, applicants, and those on waiting lists have a diagnosis of mental illness, sometimes co-occurring with other disabilities. CAP provided information and resources for VR counselors on mental illness and how it affects employment issues; the types of reasonable accommodations available for individuals with mental illness and co-occurring disabilities; and how to utilize JAN.

CAP identified systemic issues regarding transferring clients to a new or different VR counselor and offered suggestions on implementing strategies to make a streamlined and smooth transition, including providing a "case closure" and transition meeting prior to transferring client.

Before ICAP's intervention, the many individuals struggling with mental health issues, co-occuring disorders, or dual diagnoses with other disabilities weren't being assessed on how their employment goals could be achieved utilizing their unique abilities or how to implement reasonable accommodations pertaining to their specific mental illness diagnosis and individual situation. These types of situations were creating more barriers for clients instead of minimizing and eliminating them. This, in turn, was creating a cycle of symptoms being triggered that inhibited a client's ability to engage in a job search or other daily living activities.

With new education and mental illness awareness, VR counselors and staff have been able to be more resourceful, and counselors are able to create more individualized employment plans. CAP clients are expressing more satisfaction with their VR services and more hope in attaining their employment goals. They are realizing that they are the experts on their diagnosis and situation, and counselors and staff are learning to generalize less and look to their clients for guidance in how to better meet their clients' needs and goals.

These changes have resulted in more hope for persons with mental illness to find successful, gainful employment, meeting both their and the employers' needs. Businesses are being better informed as to how they can successfully employ individuals with mental illness, as well as how to help employees with mental illness retain their employment. Businesses are now beginning to look at ways to expand their searches to be more inclusive, and are more informed as to the relationships they can build with Iowa Vocational Rehabilitation Services as a resource to help fill their jobs and meet their needs as an employer.

ICAP's intervention and systemic advocacy has impacted the way IVRS interacts with and counsels its clients with mental illness, whether it's their only disability or in addition to another disability. They are producing more empowered and better informed job candidates; a more informed business community; and more informed and aware VR counselors and staff.

The practice of a more streamlined and less confusing transfer of clients to different VR counselors has resulted in better and stronger therapeutic alliances, thus minimizing the time it takes for an individual to find successful, gainful employment; as well as less frustration and burn out for counselors.

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

B. Litigation

There has been no need this federal fiscal year to engage in any systemic litigation activities involving individual representation. ICAP has been able to resolve client issues with alternative dispute resolutions

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 agencyIowa Department of Human Rights Office of Persons with Disabilities
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)

CAP Director: 1.0 Supporting Staff Executive Officer 3: .04 Secretary: .07 Administrative Intern 1: .16 Administrative Intern 2: .08. There is one full time equivalent employee (CAP Director) and 3 supporting staff positions, none of which are full-time. The Administrative Interns are not employed at the same time.

Part VI. Case Examples

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

J.S is an aspiring writer pursuing her career as an author. J.S. wrote a book that was accepted for publishing by a reputable publisher; however, in order to cover the cost of having her book published through this publisher, she needed $3,500. Iowa Vocational Rehabilitation Services (IVRS) denied J.S's request for financial assistance, citing their ISE policy that doesn't include authorship as a self-employment option. J.S. was informed of her right to appeal this decision, with the suggestion of requesting IVRS provide the financial assistance under Other Goods and Services and to cite that per federal regulations, a VR agency may not arbitrarily or absolutely place limits on VR services. J.S. was also given information regarding obtaining a microloan through the Iowa Able Foundation, with support services continuing to be provided via IVRS. Other information CAP researched that J.S. can cite supporting her request for financial assistance to support her employment goal of self-employment as a writer includes information via Turbo Tax/Intuit, Inc.'s "Tax Tips for Freelance Writers and Self-Published Authors" (2018), that states, "If you earn money selling your words to websites and other publishers, the Internal Revenue Service will likely say you're a small business owner. Freelance income is self-employment income, and so are any royalties you receive for that book you published or self-published" (


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 OfficialLisa Schneider
Title of Designated Agency OfficialCAP Director
Date Signed12/28/2018