RSA-227 for FY-2018: Submission #1005

Kentucky
9/30/2018
General Information
Designated Agency Identification
Kentucky Client Assistance Program
300 Sower Blvd. 4CSW20
4th Floor
Frankfort
KY
40601
http://kycap.ky.gov
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(800) 633-6283
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Operating Agency (if different from Designated Agency)
Kentucky Client Assistance Program
300 Sower Blvd. 4CSW20
4th Floor
Frankfort
40601
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cynthia.elliott@ky.gov
http://kycap.ky.gov
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(800) 633-6283
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Additional Information
Cynthia Elliott
Cynthia Elliott
(502) 564-8035
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Part I. Non-case Services
A. Information and Referral Services (I&R)
14
2
0
62
38
5
121
B. Training Activities
1
30
During the annual Leadership and Management Training of Office of Vocational Rehabilitation, CAP gave updates on CAP activities to OVR statewide Management staff. The purpose was to give an overview of CAP policies and procedures and provide handouts of how our goal is to work together to help Kentuckians with disabilities achieve success. CAP provided handouts of CAP brochures, case statistics and a prototype of CAP's new on-line intake form. <p><p>
C. Agency Outreach
Ombudsman visited agencies in the rural Appalachian Eastern and far Western regions of the state and distributed literature 60 brochures. CAP Ombudsmen met with OVR agencies and developed a one-page form about appeal rights to be given by OVR to its clients at intake. CAP noticed that OVR's forms contained only a one paragraph sentence regarding appeal rights. CAP believes that the one-page intake form and brochure will better inform clients of their options and make them more aware of the availabitlity of CAP services. CAP attended a Hispanic church and a community center to distribute CAP brochures written in Spanish. As a result of these activities CAP is receiving more calls from the Eastern and Northern counties of the state. as well as language line requests from persons who speak Spanish. <P><p>
D. Information Disseminated To The Public By Your Agency
0
0
0
260
1
1
CAP has collaborated with local University to produce a PSA video regarding CAP service. CAP met with producer for scripting and scheduling of dates for the format and production of the video. <P><p>
E. Information Disseminated About Your Agency By External Media Coverage
CAP developed a power point which it distributed to OVR as an orientation training for new Vocational Rehabilitation Counselors. <P><p>
Part II. Individual Case Services
A. Individuals served
2
19
21
0
5
B. Problem areas
2
9
12
3
3
7
1
0
C. Intervention Strategies for closed cases
7
4
2
3
0
0
16
D. Reasons for closing individuals' case files
5
0
4
0
0
3
0
1
2
0
0
1
Referral to another disability rights agency <P><p>
E. Results achieved for individuals
5
1
2
0
3
2
1
2
0
0
<P><p>
Part III. Program Data
A. Age
1
2
3
9
6
21
B. Gender
9
12
21
C. Race/ethnicity of Individuals Served
0
0
0
3
0
16
2
0
D. Primary disabling condition of individuals served
1
1
0
0
0
2
0
0
0
1
0
1
0
1
1
0
0
0
1
0
6
0
0
1
1
1
0
0
0
1
0
1
0
1
21
E. Types of Individuals Served
18
4
3
1
1
3
Part IV. Systemic Activities and Litigation
A. Non-Litigation Systemic Activities
1
CAP brought to the attention of statewide council and OVR management concerns regarding challenges faced by mental health consumers in their search for positive employment outcomes. <p><p><p>CAP has filed mediation and fair hearings to address the issues faced by clients with mental illness. These consumers are having conflicts with OVR staff in implementing their Individualized Plans of Employment. In some instances, the IPE&rsquo;s have been adjusted. However, these consumers have lingered in the OVR system for several years. OVR has focused the fault on the consumer&rsquo;s mental health issues as the reason for the lack of progress. The consumers are experiencing frustration and anger because of this lack of progress. CAP perceives this as a systemic issue and is partnering and consulting with other agencies/organizations including other CAP agencies to help find solutions.. CAP has taken a more aggressive approach, by requesting mediation and administrative hearings to address the issue of services provided to persons with mental health issues. this has resulted in better outcomes for clients and agencies being more mindful of their service provision..<p>
B. Litigation
0
0
0
None <P><p>
Part V. Agency Information
A. Designated Agency
Internal to the State VR agency
Client Assistance Program
No
NA
B. Staff Employed
Consumer Ombudsman, Cynthia Elliott, serves in the role of Director and Advocate <p><p>Administrative Assistant III, Lisa Fort, processes intake, disseminates Information and Referral, oversees Data maintenance and entry. <p><p>
Part VI. Case Examples
Case Examples
1. Consumer is a paraplegic who had been negotiating with OVR for several months for assistance in purchasing a power wheelchair. The consumer needed a more robust and motorized wheelchair to perform his job. OVR questioned the necessity of the particular type of wheelchair and withheld approval. Due to the closing of OVR&rsquo;s local office in the consumer&rsquo;s area and staff turnover, the consumer had difficulty communicating with OVR and did not know who to contact. He was running out of options, because the wheel chair kept running out of power while he was performing his job. Consequently, out of necessity, Consumer purchased the power wheelchair without preapproval. After the purchase, the consumer became responsible for a substantial copay. The provider kept harassing consumer for the copayment and eventually sent the bill to collections. OVR refused to pay the copay because of the lack of preauthorization. CAP intervened, contacted the collection agency to cease and desist from contacting Consumer and then requested mediation. After mediation OVR agreed to make the copay with some stipulations concerning repairs and future authorizations.<p>2. Consumer was having a personal conflict with OVR counselor which was impeding progress towards employment goals. Consumer requested a transfer to another counselor or office. OVR refused, citing concern for setting a bad precedent. CAP intervened and Consumer was able to get reassigned to another office. <p><p>3. Consumer is a parapalegic who was employed, but was at risk of losing employment because of services needed to update her van modification. OVR had assisted with modification in the past. Because of the order of selection, consumer was classified as a level 2 and placed on a waiting list. Cap filed a request for mediation alleging that OVR did not take into full consideration other functional limitations related to work skills which might elevate consumer to a level 1 category. On the eve of the mediation hearing, OVR was authorized to begin serving persons in level 2 on the waiting list. The mediation conference was cancelled so ultimately consumer had a positive outcome<p>4. Consumer recently experienced visual loss, which impacted his ability to perform his job. He was seeking specialized training to learn skills to utilize his computer, as well as alterations to his computer screen images or reading typed text. Some of the accommodations were provided by his employer, except training. Although OVR was in the process of finding training, their delay was impacting his performance on his job. CAP intervened and contacted the OVR counselor and was able to expedite the services the consumer needed. Consumer is actively receiving training. <p><p>5. Consumer was seeking assistance with the purchase of a wheelchair. The delay in processing her request was impeding her mobility and job options. CAP was able to negotiate with OVR and expedite the process<p>6. Consumer was
Certification
Approved
Cynthia E. Elliott
Consumer Ombudsman
2018-10-23
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