RSA-227 for FY-2025: Submission #36

Provide some examples of some interesting cases during the past fiscal year. • Client called CAP because of a delay in EIPD purchasing hearing aids so she could return to her job as a CNA, which she was on leave from due to hearing loss impacting her ability to assist her home health patients. Advocate investigated and found there had been significant delay for an unknown reason. The Advocate was able to negotiate with the policy team to get the hearing aids purchased without regard for financial aid.

Due to the delay, a previous policy that excluded her from the FNS process due to
Hurricane Helene was no longer in effect and the CAP advocated for the agency to make an exception to exclude her from the FNS since the delay was the agency’s fault. Case was closed with CAP having provided negotiation to implement IPE services with all issues resolved in the consumer’s favor.

• Client contacted CAP in June 2025 with concerns about IL trying to proceed with a plan for a shower chair as opposed to a walk-in shower as originally discussed. CAP negotiated with unit manager for a new engineer report to include a walk-in shower. Engineer report substantiated the need for a walk-in shower and the ILPE was updated to reflect the new service. CAP case was closed with all issues being resolved in the consumers’ favor.

• Client was living in a transitional home. He contacted the CAP in March 2025. He wanted to attend school and with that, move somewhere more permanent. At the time the client indicated that attending college in a hybrid setting might be preferable due to his disabling condition(s). Client reported to have participated in an evaluation in January but had no further contact with the agency since then. They also reported that the relationship with the rehabilitation counselor (RC) was strained. The RC had instructed the client to research schools and reach out to the schools directly to get information but did not give guidance on what information EIPD needed. The counselor also instructed the client that he could only choose colleges in the county that he resided. The client asked the CAP to help with providing more guidance on navigating this situation.

The client was a victim of control, exploitation, abuse and trafficking by his parents as well as other adults that continued into his adult years. Ultimately his abusers abandoned him and this led the client to homelessness. Subsequently, he went into transitional housing. The client has multiple diagnoses that include: Autism, PTSD, depression, anxiety, anorexia and disassociation manifesting themselves in a myriad of symptoms. He is actively engaged in counseling.

The client applied for and was denied SSI in 2024 however that was overturned by a judicial decision in January 2025 based on the evidence and reports from doctors and others including the transitional housing assistant director/house manager.

The advocate explained policy to him and helped guide the client in moving forward. Ultimately, the client applied to three colleges and was accepted at two. He filled out the FAFSA and started the admissions process with the school. He chose the school based on two criteria: it was a smaller school and the client felt he would be afforded more individualized attention and the support from student services seemed to be better than the other school. He continued to try to engage with his rehabilitation counselor but felt she was dismissive. The client advocate contacted the UM to request a change of counselor. The UM assigned the client to a new counselor who was able to give him the time and guidance to be successful. The first advocate retired and the CAP case was reassigned to another advocate.

The client was struggling to navigate the college system with regards to housing and accommodations. Freshman orientation was scheduled for Wednesday of the following week with classes starting the following Monday. The client’s new counselor was at training. The AUM was contacted and was scheduled to be away at meetings but identified the counselor in charge to handle the situation.

The client required housing that had its own bathroom and access to a kitchen where he could prepare his own food without the possibility of cross contamination based on his disability related challenges and his dietary needs. The advocate provided guidance but when the client got confused and overwhelmed, she was given permission to get information to be able to move the process forward. The advocate contacted housing to discuss options. There were no on-campus housing options that would meet his unique needs. The housing coordinator did indicate that there were some off campus options that might better meet his needs. The advocate contacted some of those that were close enough for him to be able to access without a car. The client was provided information to be able to apply for housing in these complexes but there were only rooms available in 3 or 4 bedroom units. During the course of several phone calls to discuss the process, a one bedroom unit came available. The complex required first month’s rent, security deposit, application fee and administrative fee. The advocate notified the CIC, who indicated that the max that could be done on short notice was $1200. When I shared this with the complex, they agreed to waive the application and administrative fee, putting the amount owed at 1149. Additionally, a guarantor was required. Without one an additional $45.19 would be charged monthly. This was added in putting the total amount of the check over the $1200 threshold. The client did not have a bank account, the complex did not accept cash so there were additional fees that needed to be added for check cashing and money orders. The agency was able to get $1231 imprest cash approved. The client was able to get transportation and met the CWT at the check cashing place where he cashed the check and got the money orders. The client needed to sign a 1 year lease for the apartment since it was off campus housing. This also was an exception to policy and it was approved given the client’s situation of being homeless during school breaks and summer.

He bought a computer through the bookstore. The bookstore would not allow him charge the entire amount to his financial aid so he had to pay for part of it out of a small savings that he had but he has able to advocate for himself and get that addressed with financial aid and the bookstore.

The client did not have anything to start housekeeping with other than a plate, 1 set of silverware and 1 pot and a few food items that he brought from the transitional housing but had enough cash to get a few essentials to hold him over until the beginning of the month. The CIC was able to arrange for his maintenance to include money for additional things that he might need including a set of sheets, a few bath towels, kitchen utensils etc.

The client also needed to register for classes. He reached out to ARC and the registrar’s office for assistance. After several calls and more confusion, the advocate called the office and was able to identify a person that the client could actually talk with. The client was able to sign up for classes prior to the new student orientation. ARC worked with him and they have set up the needed accommodations he requires to be successful. He was registered for 15 credits. There was concern from ARC that he might still be overwhelmed with 12 and suggested that he might drop down to 9, however there would be financial implications because that would only be part time. The UM approved him reducing his load to 9 for the first semester so that he would be able to be successful. The client decided to stay at 12 credits recognizing that it will be difficult but that he feels that the things that are set up through ARC and those available on campus will be able to help him.

The agency arranged transportation to and from new student orientation on Wednesday. It was also arranged to take him to his new apartment off campus on Sunday before classes started.

The client has moved into his new apartment. He has started classes. He is still very anxious. He reports that he feels good about the professors and the supports that they have in place. He knows that he needs to start getting out and meeting people and has a plan to start doing that. He also reports that he has started running again, which he takes pleasure in. He still has some tasks to complete but overall he is doing very well. His case was closed with all the issues resolved in his favor. He expressed his heartfelt appreciation to his CAP advocates as well as his current rehabilitation counselor.


• Mother and guardian of DSB client contacted CAP for assistance. The mother reported, DSB promised to provide driver’s training to her son, a client being served through PRE_ETS, but would not include it on his IPE. She shared that he needs special training to drive due to his bioptics, and DSB informed them that he needed his permit before they would agree to give him training, so she paid $1200 for him to get the training to get his permit. His trainer also sent a letter to DSB recommending that he get additional training. DSB said that they were unable to pay for it unless he had a job. He is a junior in HS and lives in a very rural area. He can’t get a job without having the ability to drive, having the ability to drive would ensure he continues to engage with vocational readiness activities, and he plans to attend college after he graduates, so foundational independence skills are necessary. CAP had lengthy discussions with the agency and supervisors who ultimately said that the bottom line was that they were not going to pay for it. CA advised client of her right to appeal and she completed the paperwork. Upon receiving the appeal request, DSB leadership met and did an in-depth review of the request for the Certified Driving Rehabilitation Specialist (CDRS) recommended driving instruction for the client. After further review of the specific and unique circumstances of this case, DSB decided to approve up to 12 hours of instruction as recommended by the Certified Driving Rehabilitation Specialist for the reasons noted below.
It was noted that individual had been actively engaged and involved with their vocational rehabilitation counselor and Pre-ETS Associate. The request was approved to enable the individual to further engage in job exploration, work-based learning, and job readiness activities. This individual lives in a very remote, rural area without other means of transportation. Additionally, there appeared to be severely limited businesses and employment opportunities in the area to partner with in the provision of pre-employment transition services. Therefore, the individual would most likely need to be able to pursue opportunities in neighboring counties and this service will enable the individual to independently be able to do so.
Upon receiving this news, the client decided to withdraw the appeal. His case was closed with all issues resolved in his favor.