RSA-227 for FY-2019: Submission #1060

Illinois
9/30/2019
General Information
Designated Agency Identification
Illinois Department of Human Services
Division of Rehabilitation Services
100 S. Grand Ave. East - P.O. Box 19429
Springfield
IL
62794-9429
http://www.dhs.state.il.us
{Empty}
(888) 440-8994
Operating Agency (if different from Designated Agency)
Illinois Department of Human Services
Division of Rehabilitation Services
100 S. Grand Ave. East - P.O. Box 19429
Springfield
62794
{Empty}
{Empty}
http://www.dhs.state.il.us
{Empty}
(888) 440-8994
Additional Information
Kari Branham
Kari Branham
(217) 557-5233
{Empty}
Part I. Non-case Services
A. Information and Referral Services (I&R)
100
9
0
1
336
69
515
B. Training Activities
9
119
During FY 19, Illinois CAP conducted 9 trainings. Training was provided to a variety of individuals to include youth and adults with disabilities, their families, advocates, Division of Rehabilitation Services Administrators, Supervisors, and Counselors, Centers for Independent Living Administrators and staff, and service providers. Attendees were educated in the areas of CAP services, rights and responsibilities of applicants and individuals eligible for VR services, VR pre-employment transition services, and self-advocacy. <P><p>
C. Agency Outreach
During FY 19 Illinois CAP continued to participate in events held in areas populated by those that have been unserved and/or underserved, including minority and rural populations. During this reporting period CAP exhibited at several events held throughout the State, which allowed us access to these targeted populations. The events were as follows: Springfield School District&rsquo;s 186, Empower All Abilities Conference which targeted transition aged youth with disabilities and their families; Statewide Centers for Independent Living Council 2018 Statewide Transition Conference, Illinois Council on Developmental Disabilities Speak Up and Speak Out Summit, LA Shawn K. Ford Resource Fair, Champaign County Mental Health Board&rsquo;s 2018 Disability Resource Expo; Will-Grundy 2018 Transition Conference; Chicago Mayor&rsquo;s Office for People with Disabilities Transition Aged Youth with Disabilities Event; Grupo Salto&rsquo;s Transition Aged Youth with Autism Event for those whose primary language is Spanish; Chambana Job Fair; Berwyn Township Health Fair; Decatur Special Needs Resource Fair. These events allowed CAP to reach over 3,000 individuals from a variety of backgrounds (age, disability, ethnic, etc.) throughout the State of Illinois. During this reporting period, CAP launched an educational video about the CAP on YouTube in English and Spanish with closed captioning. The video explains the history and purpose of CAP, who can be served by CAP, CAP services, how services are provided, and provides contact information. This video has been made available to the public via YouTube, it is also accessible on the Illinois Department of Human Services (IDHS), Client Assistance Program public webpage. This video is shown routinely at public VR orientations held throughout the State of Illinois. The video has also been made available on the IDHS Intranet (specifically for employees of IDHS), this allows Rehabilitation Counselors to be able to access the video to show customers during the initial interview meeting. <p><p><p><p>
D. Information Disseminated To The Public By Your Agency
0
0
0
1954
13
0
<P><p>
E. Information Disseminated About Your Agency By External Media Coverage
The Illinois Client Assistance Program information is available on the Illinois Department of Human Services, Division of Rehabilitation Services public website. This webpage explains our purpose, who can receive services, services offered, how they are provided, and contact information. The description of CAP&rsquo;s scope of services and contact information is featured in three Disability Resource Guides in Champaign County, Will-Grundy County, and Cook County (Chicago). CAP program description and contact information is also available on the State of Illinois Service Provider Identification & Exploration Resource (SPIDER). SPIDER is a public-facing website and serves a key resource for human service provider staff, other state agencies, city and county human services personnel, non-profit service organizations, and a variety of behavioral health and insurance organizations. In addition, our program and contact information is available on the following websites: National Disability Rights Network, International Center for Disability Resources on the Internet (ICDRI), AbleData Tools and Technologies to Enhance Life, Great Lakes ADA Resource Guide, and the Sauk Valley Community College Community Services On-line Directory. <P><p>
Part II. Individual Case Services
A. Individuals served
7
50
57
1
11
B. Problem areas
5
31
23
1
0
5
0
0
C. Intervention Strategies for closed cases
22
9
4
12
0
0
47
D. Reasons for closing individuals' case files
20
1
3
7
1
2
0
1
10
0
0
2
Other Explained: 1. No longer wished to seek VR services/closed VR case. 2. No longer wished to seek VR services/closed VR case. <p><p>
E. Results achieved for individuals
12
0
0
1
11
8
1
5
0
9
Other Explained: (5) Release of Information not submitted. (1) Death (1) No longer interested in VR services, withdrew complaint. (2) Did not return Advocate's calls. <p><p><p><p>
Part III. Program Data
A. Age
1
11
20
24
1
57
B. Gender
28
29
57
C. Race/ethnicity of Individuals Served
0
0
3
26
0
25
3
0
D. Primary disabling condition of individuals served
0
2
0
0
0
4
0
0
9
0
1
0
2
1
0
0
0
0
0
9
8
0
0
3
8
3
1
2
0
4
0
0
0
0
57
E. Types of Individuals Served
15
0
42
0
0
0
Part IV. Systemic Activities and Litigation
A. Non-Litigation Systemic Activities
0
The Illinois CAP Director meets regularly with the VR program Administrator. This has allowed for systemic issues to be discussed. Illinois CAP is represented on the State Rehabilitation Council that provides recommendations to the Governor, Secretary of the Department of Human Services, Director of Division of Rehabilitation Services, and to the legislature on the needs and effectiveness of statewide vocational rehabilitation programs. The CAP Director is a member of the SRC&rsquo;s State Plan Committee. This is an excellent opportunity for CAP to have greater involvement in the development of the State plan. CAP is currently working with the Division of Rehabilitation Services to address what we believe to be systemic issues: 1) Referrals being addressed timely in districts that have several counselor vacancies. A customer seeking VR services came to CAP after waiting nearly a year from the date of completing an on-line referral for VR services. Our investigation found that the reason no one contacted this individual was because the district that the referral was made to was short of staff and therefore the customer&rsquo;s referral was not acted upon. Although we resolved the situation for the CAP client, we reached out to VR to see what is being done to ensure this is not happening to others who have not reached out to CAP. With the level of current vacancies in the Division we are concerned that this is not an isolated event and are asking DRS to look into it further to determine that referrals are being followed up on timely. At this point we have only been able to determine who is accountable for monitoring online referrals, now we are asking VR to review each office to ensure current referrals are being acted upon timely and to develop a process that will ensure, despite staffing levels, that online referrals are monitored and receive timely action. CAP will continue to follow up with VR Administrators on their progress in this matter. 2) Audit of Community Rehabilitation Provider (CRP) Intake Forms. A VR customer came to CAP outraged by the content of the intake forms given to him by the CRP. The Rehabilitation Counselor referred the customer to this CRP for job placement services ONLY. The customer was visually impaired and brought the papers home so that a family member could read the papers. The intake papers the customer was expected to sign was an agreement to mental health services. Apparently, this CRP is a mental health provider that also provides job placement services. The client was very upset that he would have unknowingly signed up for mental health services when that was not the purpose of his being referred to this CRP nor did his disability in anyway relate to the need for this type of service. CAP was able to successfully have the client referred to a different provider. However, when we made the counselor aware of what this provider was having VR customers sign, we found that the counselor was unaware and state
B. Litigation
0
0
0
<P><p>
Part V. Agency Information
A. Designated Agency
Internal to the State VR agency
Illinois Department of Human Services, Division of Rehabilitation Services
No
Not applicable
B. Staff Employed
(1) Program Director (1) Administrative Assistant (3)Advocates/Complaint Investigators <p><p>
Part VI. Case Examples
Case Examples
Case Example 1: Customer contacted CAP regarding VR&rsquo;s action to close the customer&rsquo;s case based on their understanding that the customer did not wish to pursue employment and the counselor felt that the customer&rsquo;s vocational goal in the nursing field would not be a good fit. After a careful review of the VR case file, CAP represented the customer in an Informal Resolution Conference (IRC) with the VR counselor and supervisor. Through this informal process it was discovered that this was a matter of a simple misunderstanding in what the customer meant when initially informing the counselor that they did not &ldquo;want to socialize with people at work&rdquo;. The counselor took this to mean that the customer did not want to have any communication with co-workers or patients. The IRC provided the customer the opportunity to explain the true meaning behind this statement. The customer clarified that they only meant they did not want to socialize with co-workers after work hours but had no problem communicating with co-workers and patients in carrying out the day-to-day duties of the job. Once all parties had gained a clear understanding, VR agreed to keep the customer&rsquo;s case open and assist the customer in pursuing a degree in nursing. It&rsquo;s unfortunate that further clarification of the client&rsquo;s statement wasn&rsquo;t sought out by the counselor prior to pursuing a course of case closure, causing the customer much stress. This experience has been referred to often as CAP conducts presentations to VR staff to highlight the importance of good communication and asking follow-up questions when working with customers. <p><p>Case Example 2: Customer contacted CAP regarding VR&rsquo;s action to close the customer&rsquo;s case because the customer did not wish to use the service provider selected by the counselor and the customer disagreed with the employment goal identified in the IPE. After a careful review of the case, CAP represented the customer in an Informal Resolution Conference (IRC) with the VR counselor. CAP explained that CFR Informed Choice and the IL Administrative Code Informed Choice give the customer the right to exercise informed choice in the selection of the entity that will provide services. In addition, the individualized plan for employment must be designed to achieve a specific employment outcome that is selected by the individual consistent with the individual's unique strengths, resources, priorities, concerns, abilities, capabilities, interests, and informed choice. As a result of the IRC, the counselor agreed to keep the customer&rsquo;s case open, assist the client with supported employment through the service provider selected by the customer, and update the employment goal in the IPE. As a result of CAP&rsquo;s intervention, all issues were resolved in favor of the customer through the informal resolution process. Thereby, the customer withdrew the request for appeal. <p><p>Case
Certification
Approved
Kari Branham
CAP Director
2019-12-30
OMB Notice

OMB Control Number: 1820-0528, approved for use through 07/31/2023

According to the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. Public reporting burden for this collection of information is estimated to average 16 hours per response, including time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information. The obligation to respond to this collection is required to obtain or retain a benefit (Section 13 of the Rehabilitation Act, as amended). Send comments regarding the burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden, to U.S. Department of Education, Washington, D.C. 20202-4537 or email ICDocketMgr@ed.gov and reference the OMB Control Number 1820-0528. Note: Please do not return the completed form to this address.