RSA-227 for FY-2018: Submission #1027

Washington
9/30/2018
General Information
Designated Agency Identification
Client Assistance Program
2531 Rainier Avenue South
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Seattle
WA
98144
http://washingtoncap.org
(800) 544-2121
(888) 721-6072
Operating Agency (if different from Designated Agency)
Client Assistance Program
2531 Rainier Avenue South
{Empty}
Seattle
98144
{Empty}
capjerryj@gmail.com
http://washingtoncap.org
(800) 544-2121
(888) 721-6072
Additional Information
Jerry Johnsen
Jerry Johnsen
(206) 721-5999
{Empty}
Part I. Non-case Services
A. Information and Referral Services (I&R)
1313
38
37
128
324
476
2316
B. Training Activities
48
864
1.Presentation to general VR agency local units. <p><p>Topic: Role and purpose of the Client Assistance Program within both state VR systems to provide advocacy and address clients&rsquo; rights and remedies throughout their VR process. <p><p>Purpose: To engage VR Counselors, VR support staff and VR Supervisors, throughout the state to build relationships, strengthen partnerships and promote open communication and transparency with the Client Assistance Program. Explain CAP&rsquo;s perspective related to WIOA and Order of Selection. <p><p>Description of attendees: VR Counselors, Supervisors and Rehabilitation Technicians. <p><p>8 presentations to units of VR staff, for a total of 95 persons. <p><p>2.Individual training with VR staff about CAP role and services. <p><p>Topic: Role and purpose of the Client Assistance Program within both state VR systems to provide advocacy and address clients&rsquo; rights and remedies throughout their VR process. <p><p>Purpose: To engage VR staff by working with them one on one to understand Client Assistance Program role and function to improve customer service, build relationships and promote open communication and transparency with the CAP. Explain CAP perspective on WIOA and Order of Selection. <p><p>Description of attendees: VR Counselors and VR Supervisors from General and Blind VR agencies. <p><p>30 individual sessions, for a total of 30 persons. <p><p>3.Training on CAP rehabilitation law/history, systemic issues in VR system and how to better serve customers. <p><p>Topic: New Employee Orientation (Division of Vocational Rehabilitation) <p><p>Purpose: Explain CAP role, responsibilities, function, and how to best work with CAP to support customers. Enlighten VR staff to the mission, purpose and goals of VR legislation. Brief explanation of history of VR related laws, nationally and locally, as well as providing an overview of WIOA related changes. <p><p>Description of attendees: New staff - VR Counselors, Supervisors, and support staff from General and Tribal VR agencies. <p><p>2 training sessions, for a total of 68 persons. <p><p><p><p>4.Presentations to General and Blind State Rehabilitation Councils. <p><p>Topic: Updates on CAP role and interventions with VR agencies. <p><p>Purpose: Educate council members on relevant aspects of VR agency policy, systemic issues impacting the delivery of VR services, Oder of Selection, WIOA updates and draft Washington Administrative Code (WAC) changes. <p><p>Description of attendees: Council members, representatives from community agencies and concerned citizens. <p><p>4 presentations to General Agency State Rehab Council (SRC) members, 3 presentations to Blind Agency State Rehab Council (SRC) members = 7 presentations, for a total of 130 persons. <p><p><p><p>5.Presentations to State Independent Living Council (SILC). <p><p>Topic: CAP&rsquo;s role in both policy and individual advocacy, WIOA legislation, Order of Selection and challenges aro
C. Agency Outreach
CAP is located, as a tenant, in a large WorkSource located in one of the most diverse neighborhoods in the state. We work closely with our workforce partners providing information and referral to their staff and customers. <p><p>CAP also continues to reach out to school districts and special education providers to help them, their transition youth, and families understand services under WIOA and changes related the implementation of Order of Selection. <p><p>CAP continues to work with the with the Deaf-Blind Service Center and the Helen Keller National Center for Deaf-Blind Youths and Adults. <p><p>CAP continues to work with the Statewide Benefits Planning Network, a consortium of all the certified Benefits Specialists in WA state. They work for a variety of programs, from Vocational Rehabilitation to Mental Health, and include the Work Incentives Planning and Assistance organizations funded by Social Security. This group assists customers who receive Social Security benefits and want to go to work. Many of their customers are not connected to a VR program. CAP reached out to provide information on OOS and how CAP could assist VR customers. <p><p><p><p>
D. Information Disseminated To The Public By Your Agency
0
0
0
18000
0
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In addition to the above outreach, CAP continues to work closely with the State Independent Living Council (SILC), both General and Blind Agency SRC&rsquo;s, and the Governor&rsquo;s Committee on Disability and Employment to provide information on our advocacy services across the state. CAP has also disseminated over 18,000 brochures and other CAP materials to its rehabilitation partners and clients. <P><p>
E. Information Disseminated About Your Agency By External Media Coverage
N/A <P><p>
Part II. Individual Case Services
A. Individuals served
15
114
129
0
17
B. Problem areas
13
72
66
19
21
66
2
0
C. Intervention Strategies for closed cases
24
43
46
0
16
0
129
D. Reasons for closing individuals' case files
41
52
26
0
0
0
0
10
0
0
0
0
<P><p>
E. Results achieved for individuals
42
4
13
13
25
23
9
0
0
0
<P><p>
Part III. Program Data
A. Age
5
9
35
71
9
129
B. Gender
64
65
129
C. Race/ethnicity of Individuals Served
3
8
8
33
2
62
13
0
D. Primary disabling condition of individuals served
9
5
0
1
1
6
4
0
13
2
0
0
8
3
4
1
0
2
3
6
35
3
0
8
2
3
5
1
0
3
0
0
1
0
129
E. Types of Individuals Served
20
12
72
0
26
5
Part IV. Systemic Activities and Litigation
A. Non-Litigation Systemic Activities
1
CAP continues to be involved closely with both state VR agencies, participating in the development and review of policy and procedures. Our efforts along with the awareness and willingness of or state agencies has gone a long way to develop client centered policies. <p><p>Roll Back of Closed Cases It is not uncommon that CAP is working with a customer whose VR case has been closed inappropriately. This year RSA began collecting Data on a quarterly basis. It gave notice that in order to have more relevant data collection, VR cases closed from the previous quarter could not be rolled back unless the customer: went to an administrative hearing; won the hearing; and was directed by the administrative law judge to reopen the case. This left customer punished for the negligence of VR and forced the customer to go through a draining appeals process. When CAP INITIALLY addressed concerns, the general VR agency was sympathetic and was proposing to not challenge cases where they felt the closure was inappropriate. This option still forced the client to engage in an appeal process even though the facts supported a bad closure. CAP reached out to other state VR programs, other CAPs across the country, and to RSA, in an effort to understand and resolve this issue. Discovering CAPs in other states had found remedies that did not force customers to go through a formal administrative appeal process, we at WA CAP encouraged the general agency to have similar work arounds. Our general agency (WA VR) now has a process that allows for case roll backs outside of the current quarter. This process is more involved than previous roll back procedures but it workable. The challenge continues to be getting the word out not only to all VR staff but customers as well who are affected by inappropriate case closure. CAP would like to give credit to our VR agencies for finding a resolution to this practice and at the same time we are disappointed that RSA would create a procedure that so negatively affected customers. <p><p>State VR Programs and the Financial Squeeze The passage of WIOA has forced both Washington VR programs into Order of Selection, OOS. Our Department of Services for the Blind has all categories closed and the general VR program has all but MSD closed. The financial state of both agencies has resulted in a new sense of austerity. Mixed messages about spending smartly but not making VR decisions based on costs requires CAP to be hyper attentive in messaging to staff that might compromise the integrity of services. <p><p>There is little doubt that VR staff are more sensitive to their spending. For some that means directly saying to customers, &ldquo;the agency is out of money and cannot support...&rdquo;. CAP has heard from customers, and seen correspondence, that clearly indicates agency financial stress has impacted services, particularly in the general agency. <p><p>CAP continues to monitor policies, procedures, and messaging th
B. Litigation
0
0
0
N/A <p><p>We were not involved in any litigation.<p>
Part V. Agency Information
A. Designated Agency
External-other nonprofit agency
Client Assistance Program
No
N/A
B. Staff Employed
1.0 CAP Director 1.0 Rehabilitation Coordinator <P><p>
Part VI. Case Examples
Case Examples
Sally Sally is a twenty-one-year-old woman with autism who came to CAP because DVR was going to close her case. She was being told she had to change her vocational goal, due challenges she was experiencing with her math classes. Sally loved animals and had been very active for several years volunteering at the local zoo. She had a plan at VR to get a degree in zoology and use her many connections to obtain a job and maybe later down the road pursue graduate work in the field. Sally had many letters of support and had made good grades in other courses outside of the math curriculum in her two years of college. <p><p>Her vocational counselor had done much to support Sally&rsquo;s passion and was hopeful she could work through her math challenges. However, Sally was not able to achieve the 3.0 agree upon in her plan even though she met the school standard of passing at 1.9. The rational from VR for the higher standard was Sally needed to be competitive and any thought of grad school would require a better performance. CAP met with VR counselor to discuss options. <p><p>The VR counsel had been trying to persuade Sally for some time to look at other related courses that did not require the heavy math curriculum. Sally was adamant that she succeeds at this major in order to pursue dream vocation. CAP advocated for creating some flexibility and looking for creative options. The VR counselor finally agree to let Sally focus one quarter on her math class without other distractions and support from disability services and tutoring support. If Sally could perform at an adequate level VR would continue to support her vocational plan if not, she would have to choose another goal or go it alone without VR support. Sally would also have to return to a normal caseload the next quarter. At the end of her quarter Sally had successfully completed her Math curriculum and exceeded VR&rsquo;s expectations. Sally, her family and the VR counselor were pleased that they could continue and support her passion and vocational goal. <p><p>SYSTEMIC ISSUE Many VR clients struggle with math requirements and do quite well in other subjects. It is imperative that VR provide supports and flexibility to help overcome math hurdles. Often allowing math to be done in summer months when they can focus all attention on their course work leads to beating this barrier. Also making sure supports are in place at the school or home as well as addressing disability related challenges. <p><p><p><p><p><p>Bill <p><p>Bill was a twenty-five-year-old quadriplegic who was involved in a successful employment plan with DVR. Part of his plan was the purchase and modification of a van. Bill contacted CAP because he had become very frustrated with the lack of progress moving this vehicle purchase forward. A new VR counselor had inherited the case and was trying to make sense of the numerous requirements and steps to purchase and modify the van, when CAP contacted D
Certification
Approved
Jerry Johnsen
Director
2018-12-20
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