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RSA-227 for FY-2025: Submission #40

Washington
09/30/2025
General Information
Designated Agency Identification
Client Assistance Program
PO Box 1014
Bellingham
Washington
98227
206-482-7265
Operating Agency (if different from Designated Agency)
Additional Information
Jennifer Bean
Jennifer Bean
206-482-7265
capjenbean@gmail.com
Part I. Non-case Services
A. Information and Referral Services (I&R)
530
30
33
42
611
588
1,834
B. Training Activities
84
1271
Division of Vocational Rehabilitation (DVR) Staff:
• CAP provided training at 8 sessions of New Employee Meet and Greet for Division of Vocational Rehabilitation (DVR) staff. Topics included Vocational Rehabilitation Law, CAP’s role in the VR system and conflict resolution and systemic advocacy mandates, customer satisfaction trends, best practices and rights and remedies options. (55 people)
• CAP provided training and outreach to DVR Field staff and teams on 11 occasions. CAP’s focus was on identifying and addressing barriers to employment, considerations and best practices, rights and remedies, conflict resolution, and CAP and customer satisfaction trends. (57 people)
• CAP provided one-on-one training or small team training to DVR Program staff on 11 individual occasions. Topics included Vocational Rehabilitation Law, history of VR, CAP’s role in the VR system, customer satisfaction trends, best practices and rights and remedies options, and conflict resolution. (22 people)
• CAP provided one-on-one training or team training to DVR Leadership and management staff on 12 individual occasions. Topics included Vocational Rehabilitation Law, history of VR, CAP’s role in the VR system, customer satisfaction trends, best practices and rights and remedies options, and conflict resolution. We also shared the findings and recommendations from our Fair Hearing Time and Cost analysis discussed in the Systemic Advocacy section. The information can be used for staff training, planning and policy considerations. (64 people)

TOTAL: 42 sessions/198 people

Department of Services for the Blind (DSB):
• CAP provided one-on-one training or team training to DSB Leadership and management staff on 7 individual occasions. Topics included Vocational Rehabilitation Law, history of VR, CAP’s role in the VR system, customer satisfaction trends, best practices and rights and remedies options, and conflict resolution. We also shared the findings and recommendations from our Fair Hearing Time and Cost analysis discussed in the Systemic Advocacy section. The information can be used for staff training, planning and policy considerations. (29 people)
• CAP provided training at the DSB DeafBlind Consortium on 1 occasion. Topics included Vocational Rehabilitation Law, CAP’s role in the VR system and conflict resolution and systemic advocacy mandates, customer satisfaction trends, best practices and rights and remedies options. We also talked about CAP services, processes and how to refer participants to CAP. (15 people)
• CAP provided a short informational training at the DSB Town Hall on 1 occasion. Topics included Vocational Rehabilitation Law, CAP’s role in the VR system and conflict resolution and systemic advocacy mandates, customer satisfaction trends, best practices and rights and remedies options. (23 people)

TOTAL: 9 sessions/67 people

State Rehabilitation Councils:
CAP provided training to DVR and DSB State Rehab Councils (SRC), and meeting attendees on 10 occasions on customer satisfaction trends, rehab law, best practices, and rights and remedies within the VR programs. (359)
TOTAL: 10 sessions/359 people

Community Partners:
CAP provided training for Community Partners on 15 occasions. Topics included Vocational Rehabilitation Law, CAP’s role in the VR system and conflict resolution and systemic advocacy mandates, customer satisfaction trends, best practices and rights and remedies options. We also talked about CAP services, processes and how to refer to CAP. Partners include: Governor’s Committee on Disability, Center for Continuing Education in Rehabilitation, Tribal Vocational Rehabilitation, National Federation for the Blind (also counted in Outreach), UW COVID CARES, DSHS Community Partner award ceremony, and training for nationwide CAP programs through CAP Technical Assistance training. (600 people)

Projects:
CAP provided training about CAP while working on projects with both DVR and DSB on 2 occasions, including DVR Letters improvement group and to SRCB members regarding DeafBlind listening sessions. CAP’s focus was on CAP program overview, VR programs and process, considerations and best practices, rights and remedies, conflict resolution, and CAP trends. (14 people)
TOTAL: 17 sessions/614 people

Western Washington University (WWU) Rehab Counseling Program:
CAP provided training to the WWU Rehab Counseling program including for the Advisory Committee, classes, network events, and practice counseling events on 6 occasions. As discussed on the Outreach and Systemic advocacy sections, CAP staff serve on the Western Washington University’s Masters in Rehabilitation Counseling Advisory Committee. CAP provided training about CAP that covered VR law, CAP’s role in the VR system, conflict resolution and systemic advocacy mandates, customer satisfaction trends, best practices, rights and remedies options, as well as strategies for effectively working with State VR programs, DVR, DSB and Tribal VR programs. CAP was also a guest speaker about the field of VR, barriers and limitations, VR process, rights and remedies, etc. for classes, networking events, counseling and tutoring, and helping with practice counseling sessions. This year CAP Assistant Director spoke at Intro to Rehab and the Counseling Theories classes, including a presentation about working with challenging participants: best practices and strategies, and rights and resolution options. (33 people)
TOTAL: 6 sessions/33 people
C. Agency Outreach
Partnership with State Rehabilitation Councils (SRC)
CAP continues to be a strong partner with both the Blind and General Vocational Rehabilitation (VR) agencies. CAP Director is the Chair of the Washington State Rehabilitation Council (WSRC), serving on the Customer Satisfaction and Program Evaluation (CSPE), Policy and Planning, and Executive Subcommittees. CAP Director is Chair of the Policy committee for the State Rehabilitation Council for the Blind (SRCB) and serves on the Executive Committee. CAP Director meets weekly with WSRC Director to coordinate and strategize system advocacy efforts where there is overlap with our program priorities. Advocacy efforts and opportunities are also discussed in monthly committee meetings. Below is a summary of CAP Outreach efforts through the WSRC:

• WSRC Awarded the DSHS Community Partner Award
DVR Director Dana Phelps nominated the council for the DSHS Community Partner Award for promoting a sense of community and belonging in the workplace and in the communities served by the Department of Social and Health Services. “Council members engage with participants and community partners to understand the collective needs, concerns and priorities related to DVR services. Because one in four people with disabilities live in poverty, the work of the WSRC and individuals that make up the council are important,” said Phelps. The award ceremony took place Jan. 7, 2025, at DSHS headquarters in Olympia. Jilma Meneses, DSHS secretary at that time, presented the award to the council. Receiving the award on the council’s behalf were WSRC Chair, Vice-Chair, Executive Director, and Executive Assistant.

• Tribal Vocational Rehabilitation (TVR):
The Governor’s Office of Indian Affairs promotes the government-to-government relationship between the State of Washington and Indian Tribes, advocates for the social and economic betterment of all American Indians and Alaska Natives living within Washington State and educates for a greater cultural understanding of the State’s first citizens. This year we continued to strengthen partnerships with Tribal Vocational Rehabilitation programs across the state. As part of our quarterly meetings, we had the opportunity to connect with the Lower Elwha Klallam Tribe and the Yakama Nation Tribe Vocational Rehabilitation programs.

• Lower Elway Klallam tour by TVR staff:
Council members who attended the May quarterly meeting in person had the opportunity to visit the Elwha Klallam Heritage Center in Port Angeles and receive a guided tour by Tribal VR staff. The heritage center’s walls feature artwork by local tribal artists, and the building’s design reflects tribal culture and history. At our May quarterly meeting, Program Manager of the Lower Elwha Klallam Tribal VR, shared highlights of their partnership with DVR Port Angeles office as well as successes, challenges, and history of their program.

This summer, the Elwha Tribe hosted the 2025 Canoe Journey Paddle to Elwha, and thousands of Tribal members from other tribes and community members joined Elwha Tribal members who gathered for the event. Part of tribal culture is to give gifts to honor everyone who attends their activities. Elwha tribal and community members make thousands of hand-made gifts, such as various items embellished with beadwork and wooden fish-shaped rattles.

Council members were invited to help in this endeavor by painting wooden fish rattles. They took unfinished rattles home with them to paint and decorate and then mailed them back to the tribe for the giveaway.

• Yakama Nation TVR
In August the council convened in Toppenish at the Yakama Nation at Legends Hotel, located on tribal lands. Director of the Yakama Nation Tribal VR program, shared highlights of how their program coordinates with the tribal council, the Native Workforce Development program, and DVR Yakima, Toppenish, and Sunnyside offices to provide training and job placements to their tribal members.

CAP and TVR Program Outreach:
• CAP Director and Assistant Director attended two TVR Director meetings and met with the Samish VR program. These are also counted in the Training section. We shared CAP trends and systemic, outreach and training efforts, as well as learned more about their TVR programs successes and challenges and answered questions.

• CAP Director met with TVR Program Directors from North Intertribal VR and the Spokane Tribe of Indians VR program to talk about the Fair Hearing and Mediation Time and Cost analysis, discussed in the Systemic section. We shared our process and findings and learned about TVR specific risk factors and considerations which were added into the final report as an addendum.

National Federation of the Blind conference - Live the Life You Want:
CAP Director presented about CAP at the National Federation for the Blind conference in Vancouver, Washington. It was a great opportunity to reach individuals who are blind or low vision, service providers, advocates and family members lives. CAP explained our role in the vocational rehabilitation program, provided information about CAP program services and the referral process, as well as shared CAP trends and highlights from CAP’s role on the State Rehabilitation Council for the Blind (SRC B). This outreach effort is also counted in the training section.



DSB DeafBlind Consortium (continuing into next year)
Last year, feedback gathered during the state plan process led DSB to initiate a DeafBlind Consortium as one step to improve services, customer satisfaction and program outcomes to the DeafBlind community. CAP Director was invited to join the group of DSB staff and community partners, including the SRCB and customers with lived experience. Our work will continue over the next several years. Our focus this year was learning about resources, programs and eligibility to improve referrals and shared case coordination. Feedback from this group will also help inform the SRCB Customer Satisfaction Committee’s listening sessions with DeafBlind customers, a priority for the committee’s work next year. This is also discussed in the Systemic and Outreach sections.

This year, the consortium continued its work learning about resources and discussing partnership opportunities. The SRCB Customer Satisfaction and Program Evaluation committee developed a survey sent to 40+ DSB participants. They received 11 responses and 4 noted they are interested in participating in listening sessions next fiscal year. CAP Director changed leadership position’s part way through the fiscal year and took over the Policy committee. However, CAP Director continued to provide review and feedback to materials and help strategize next steps for the listening sessions. Next year, CAP Director will help write the report and develop recommendations.

Dept. of Services for the Blind Town Halls:
WA CAP attended both Town Halls offered by DSB. The Town Halls provide an opportunity for DSB leadership to share updates and priorities, but also to hear directly from low vision, Blind and DeafBlind customers about their experience, needs and ideas. Customer feedback during the Town Halls mirrored much of what CAP hears participants.

Western Washington University (WWU) Masters in Rehab Counseling Program:
To help address staff turnover and hiring difficulties of Vocational Rehabilitation Counselors (VRCs) in state Vocational Rehabilitation (VR) agencies, CAP has been working with the Western Washington University (WWU) Masters in Rehabilitation Counseling Program since 2022. CAP Assistant Director is a member of the program Advisory committee, which is a group of VR professionals and stakeholders that provide feedback on the MA program to better prepare their students to enter the workforce. CAP shares our perspective on VR laws, the history of VR, CAP’s role in the VR system, conflict resolution and systemic advocacy mandates, customer satisfaction trends, best practices, rights and remedies options, as well as strategies for effectively working with State VR programs, DVR, DSB and Tribal VR programs.

CAP participation also allows the MA program to share their outreach and recruitment opportunities. At each Advisory Committee meeting there is a student representative that is allowed to ask questions and share current students’ concerns about the program and potential relationships with local VR agencies. The student representative shares contact information with current students if they want to reach out to CAP or other partner agencies. Participating in this committee is an outreach opportunity for CAP and informs CAP’s systemic advocacy efforts, as well as a pathway for sharing CAP’s advocacy efforts with community partners, WWU staff and students. As noted in the training section, CAP Assistant Director also provides training to the Advisory Committee and MA program students through a variety of courses, mentoring and networking. Topics include the field of VR, advocacy for individuals with disabilities, and being a practice customer for their counseling classes.

CAP Assistant Director attended a Counseling Theories class this year. He shared about the different VR programs: General, Blind, and Tribal. He also did a presentation about working with challenging participants, including strategies and best practices, as well as participant rights and resolution options.

CAP Assistant Director met with several students one on one to help with vocational planning. They discussed job goals and how to gain entry into the field of VR, as well as helped with practice interviews. CAP Assistant Director also met with a new WWU student for their Intro to Rehab class VR professional interview assignment.

DVR/CRP Quarterly meetings
CAP attends the quarterly meeting between DVR, WSRC and statewide Community Rehabilitation Programs (CRP’s). This is an opportunity to learn and develop relationships and referral resources. As a result, CAP has received several direct referrals from CRP’s and has been contacted by many CRP’s to better understand VR policies and procedures.

University of Washington (UW) Long Covid Aftercare, Recovery, and Support (CAReS) Community Advisory Board (CAB)
CAP Assistant Director serves on the University of Washington (UW) Long Covid Aftercare, Recovery, and Support (CAReS) Community Advisory Board (CAB) this year. The CAB is a diverse group of volunteers who are involved in community organizations that work with individuals with Long COVID.

CAB’s primary purpose is to help advise and support our community engagement efforts. We hope to find members who are passionate about addressing the needs and concerns of our target communities, with respect to Long COVID. The UW clinic and research team want ideas and advice from those working with Long COVID patients about how to make our clinic and what we do more accessible and equitable. CAP represents the employment perspective for individuals with disabilities.

King Co. Housing Authority ADA Committee:
CAP staff participate in the King County (Seattle/metro area) Housing Authority ADA Committee. They listen to accommodation requests and provide input and recommendations for ensuring accessible housing for individuals with disabilities.
D. Information Disseminated To The Public By Your Agency
0
0
0
14000
0
0
n/a
E. Information Disseminated About Your Agency By External Media Coverage
n/a
Part II. Individual Case Services
A. Individuals served
16
43
59
0
10
B. Problem areas
1
12
33
2
2
9
0
0
0
0
C. Intervention Strategies for closed cases
4
19
15
0
11
0
0
49
D. Reasons for closing individuals' case files
19
15
14
0
0
0
0
0
1
0
0
0
n/a
E. Results achieved for individuals
14
0
1
3
21
5
5
0
0
0
n/a
Part III. Program Data
A. Age
2
2
12
38
5
59
B. Gender
30
28
0
1
59
C. Race/ethnicity of Individuals Served
5
2
2
4
0
29
10
7
D. Primary disabling condition of individuals served
7
2
0
0
0
6
12
1
1
1
2
0
1
0
2
0
0
0
0
0
12
1
0
3
4
1
1
0
0
2
0
0
0
0
59
E. Types of Individuals Served
4
1
53
0
1
0
Part IV. Systemic Activities and Litigation
A. Non-Litigation Systemic Activities
7
Resulted in change of policy or practice:

1. Customer Service Improvements:

Activity undertaken:
CAP Director, along with the WSRC, of which CAP Director served as Chair, advocated for DVR leadership to identify strategies to improve customer service and satisfaction.

Policy or practice that changed:
DVR simplified their plan development process, saving time and decreasing days to Plan status.

DVR also improved and standardized their Intake process. The new process provides clear and consistent information to all applicants and includes Guides to support the participant with informed choice and the counselor with appropriately determining Eligibility and Priority category.

The new Participant Counselor Communication agreement provides expectations and a framework for productive working relationships.

How change benefits individuals with disabilities:
Participants receive services more quickly, have more information about the VR process and services, and are better able to engage in the VR process. Additionally, both the participant and their counselor thoroughly understand disability limitations, which is necessary for identifying job goals and appropriate services. This also leads to accurate placement in a Priority category.

Summary:
DVR has experienced relatively flat customer service results for the last couple of years in the Washington State Rehabilitation Council (WSRC) led Customer Satisfaction Survey. Through ongoing advocacy from the WSRC and CAP, DVR leadership has taken several initiatives in the last year to address improving customer service identified by engaging staff at all levels of the organization. CAP Director served as WSRC Chair for this fiscal year.

Individualized Plan for Employment Timeliness Project “Heart of VR”: This project included work groups that identified root causes of processes that were impeding timely and effective services, resulting in identification of where improvements efforts could be made.

• Individualized Plan for Employment Improvement Process Waves:
A project led by Assistant Director of Field Services, included cross-agency participation from field staff, Compliance, IT, Waves Business Team, Policy and Strategies, and Training to streamline the process of vocational assessment and plan development as a greater reliance on participant informed choice, and professional judgment. Staff training to support this change started in early September 2025.

• Intake meeting processes change
A workgroup of field services staff met this year to develop an Application and Intake process that centers the participant by establishing a statewide intake process that is supported by statewide training and the development of the following support documents:
• Participant Intake Guide is a reference for participants that shares information about services available, vocational rehabilitation process, expectations, and important things to know.
• Counselor Guide is a reference for staff to utilize when completing an intake.
• Participant Information Form is a voluntary question that staff can use to prompt additional questions or gather useful information during intake.
• The Participant Counselor Communication Agreement provides an opportunity to establish clear expectations and best practices for working together.


2. Recommendations to VR from the WSRC (continuing into next year)

Activity undertaken:
CAP Director, along with the WSRC, of which CAP Director served as Chair, had for several years advocated for DVR leadership to implement a consistent and timely process for notifying participants of when their counselor changed. DVR made small changes, but the problem persisted.

This year, two formal recommendations were made by the WSRC to DVR to be addressed in the State Plan process. The first, Counselor Change Communication, was addressed this fiscal year. DVR is currently exploring options and considerations for the second, Financial Participation, and has provided a working timeline for their process and decision making.

Policy or practice that changed:
In response to the Recommendation, DVR agreed to the following changes:

• Set up auto-forwarding and/or out of office autoreply for previous staff emails for 30 days. The reply will include whom participants can contact if needed. The thirty-day limit is due to state software license policies.
• Ensure there is a current summary of customer progress in the case management system when there is sufficient notice from the departing counselor.
• When a new counselor is assigned to the caseload, inform the customer of the new counselor via a letter.

How change benefits individuals with disabilities:
DVR participants will experience improved communication and transparency when their case is transferred to a new counselor. Their new counselor can engage with them more quickly and effectively due to summary case notes, reducing delays in case progress.

Summary:
Leading the council’s contribution to the 2024-2027 State Plan progress update, the Policy & Planning subcommittee centered efforts on researching and submitting two formal letters of recommendation to DVR leadership regarding communication with participants when they experience a counselor change and a review of the financial participation requirements. Work on the State Plan kicked off in September 2025 and will continue into next year.

• Counselor Change Communication:
Council members recognized a pattern in participant feedback shared in the Customer Satisfaction Survey over several years that when they experience a counselor change, they are not receiving timely updates about changes that affect their case service. Because of how field staff work, it is essential to maintain clear, timely, and consistent communication with participants as well as partners who provide support throughout the case service delivery process. And during times of change, the quality and frequency of communication is critical to assure participants they will continuously be supported to achieve their employment goals.

The WSRC recommended that DVR implement a statewide approach to contacting each participant, informing them when VR Counselors are connected to their case transitions from their role, and developing a communication strategy that will support ongoing connections to their local office by providing the main phone number as well as the supervisor’s contact information. The recommendation included additional steps to consider including setting up auto-forwarding and/or an out-of-office autoreply from the previous staff email for a minimum of two months; proactively contacting all relevant parties connected to the participant’s case; ensuring that there is a current summary of participant progress in the case management system; and once a new VRC is assigned, contacting participants on their caseload to inform them of their new counselor assignment using the participant’s preferred method of communication.

• Financial Participation:
Traditionally, financial need statements have been used to assess whether participants can contribute to the costs of their own services as referenced in WAC 388-891A Paying for VR Services section. After an extensive review of federal and state policy, standard operation procedures, and practice in other states, the council recommended discontinuing the financial participation requirement to encourage participation, foster inclusivity and equity, and provide a more holistic assessment of needs. The council recommended removing the financial participation requirement because the current policy is inconsistently applied, and it is not a federal requirement. This will allow counselors to prioritize individual assessment, counseling, and guidance over financial scrutiny.

3. Fair Hearing Analysis (continuing into next year)

Activity undertaken:
CAP Director led a time and cost analysis of DVR Fair Hearings and Mediation, compiled the data and findings, provided a comprehensive written summary, and presented findings to VR leaders throughout Washington.

Policy or practice that changed:
Best practices identified in the analysis were incorporated into DVR’s new Complex Case Guidance policy.

How change benefits individuals with disabilities:
Participants engaging in Fair Hearings and Mediation will benefit from a streamlined and comprehensive approach to resolving case concerns and disagreements. The new process is designed to de-escalate when necessary and support improved coordination, increasing efficiency and decreasing time to case resolution.

Summary:
Washington CAP has a history of successful case resolution at low levels, reducing the number of participants who need Fair Hearings (Formal Appeal) and Mediation. These processes are time intensive, redirect staff time, and impact participant services and satisfaction. Over the last year, the number of DVR participants utilizing Fair Hearings and Mediation (and other options for participant rights) increased. The impact on staff time and cost of these processes was unknown.

As part of analyzing potential impacts of proposed administrative funding changes to both CAP and VR, including the possible absence of CAP funding, CAP and DVR worked together to complete Time and Risk Factor Analysis of Fair Hearings and Mediation. Our process included reviewing findings and projections with VR Leaders for their input. DVR, DSB and SRC leadership agreed with our risk factors and projections. We then wrote a comprehensive report which detailed our results and projections for continued increases. CAP Director met with Department of Services for the Blind (DSB) and Tribal Vocational Rehabilitation (TVR) programs to share the findings and understand risk factors specific to each of their programs. These were included in the report as Addendums.

CAP shared the report with VR leaders and community partners throughout the state, with the goal of improving customer satisfaction and assisting with VR planning, policy and staff training. The project provided openings for outreach and training on participant rights and the CAP process, also counted in the Training section. It was also an opportunity to discuss strategies for effectively working together.

Outcomes of our analysis were incorporated into an existing DVR project to develop policies and guidance for complex cases. This work will continue into the next fiscal year when CAP and the WSRC review the draft policies and provide feedback.

Washington CAP was also asked to lead a session about systemic advocacy at the National Disability Rights CAP Technical Assistance Fall Training, counted in the Training section. We provided an overview of our process for the time analysis and our partnership with DVR, DSB and TVR. We also shared our findings and recommendations for how this tool could be used for systemic advocacy and outreach in their states. We discussed ideas and strategies for systemic advocacy and provided examples of how Washington CAP partners with the State Rehabilitation Councils. Our report was also shared with CSAVR and NCSRC leadership to support their advocacy work.

Risk factors for continued rise in Fair Hearings and Mediations:
• More individuals with disabilities seeking VR services due to:
 Increased cost of living
 Existing and proposed cuts to a variety of social service and employment related programs
 Implementation of work requirements
• DVR closing of all priority service categories and implementation of a waitlist due to Order of Selection
• Increase in participants with age related disabilities with cognitive and
interpersonal barriers, ex. memory, confusion and frustration
• Increase in participants with behavioral health, cognitive, communication and
interpersonal barriers to services, including “bad faith conduct

Overall, our findings indicated continued increases in Fair Hearings and Mediation over the next year. If enacted, changes to CAP funding could result in additional and significant increases.


4. DVR Independent Living (IL) Project (continuing into next year)

Activity undertaken:
CAP Director, along with the DVR Community Programs Manager, advocated directly to DVR Executive Leadership team to increase capacity for Independent Living (IL) vendors.

Policy or practice that changed:
This work is ongoing, but this fiscal year DVR Leadership agreed to support this project and progress is being made. The goal/outcome is the eventual change in criteria for becoming an IL vendor, which will increase capacity and availability to DVR participants. In the meantime, this project has sparked conversations and awareness of the role of IL in the VR process, particularly around rapid and meaningful engagement.

How change benefits individuals with disabilities:
Increased awareness of IL services and number of participants receiving IL services as part of their DVR plans.

We expect an increase in qualified IL vendors and a significantly higher number of participants receiving IL services upon project completion.

Summary:
The use of Independent Living (IL) services at DVR has declined in recent years due to many factors, including lack of staff training, contractor orientation to the services and expectations, staff turnover, and lack of providers. With initiatives around Rapid and Meaningful Engagement, CAP Director partnered with DVR Community Programs Manager to advocate for increasing capacity for IL services. IL services are vital for many customers to be successful in employment. We presented the idea to DVR’s Executive Leadership Team and have begun work.

Last year CAP Director participated in a monthly CRP/IL Contract workgroup that reviewed the existing contract with contractors and DVR staff. We discussed each service, contractor requirements, fees and outcomes to get feedback to improve the process for everyone. We also focused on the the way DVR qualified providers.

The work continued into this year with recommendations for changes to the contract finalized and shared with DVR’s Executive Leadership Team. Next steps include developing a criteria for “certification” of IL contractors, followed by contract implementation, staff and contractor training. CAP Director will be a Subject Matter Expert as the project continues into next year.



5. DSB DeafBlind Consortium (continuing into next year)

Activity undertaken:
CAP Director participated in DSB DeafBlind Consortium focused on a holistic approach to improving VR services to DeafBlind participants.

Policy or practice that changed:
While this project is ongoing, we anticipate policy changes in the next year or two. However, because of the project activities, there is increased awareness of specific barriers to services experienced by DeafBlind participants, as well as improved knowledge of community partners and resources. In practice counselors are increasingly coordinating group meetings with the participants and their service providers, advocates, and providing a wider array of accommodations and strategies to support communication.

How change benefits individuals with disabilities:
Improved understanding and the barriers, limitations and needs of individuals who are DeafBlind. Identification of effective strategies for service delivery, and increased knowledge of community resources. As a result, DeafBlind participants are experiencing improved service delivery, consistency, reduced delays, and improved accommodation and support.

Summary:

Last year, feedback gathered during the state plan process led DSB to initiate a DeafBlind Consortium as one step to improve services, customer satisfaction and program outcomes to the DeafBlind community. CAP Director was invited to join the group of DSB staff and community partners, including the SRCB and customers with lived experience. Our work will continue over the next several years. Our focus this year was learning about resources, programs and eligibility to improve referrals and shared case coordination. Feedback from this group will also help inform the SRCB Customer Satisfaction Committee’s listening sessions with DeafBlind customers, a priority for the committee’s work next year. This is also discussed in the Outreach and Training sections.

This year, the consortium continued its work learning about resources and discussing partnership opportunities. The SRCB Customer Satisfaction and Program Evaluation committee developed a survey sent to 40+ DSB participants. They received 11 responses and 4 noted they are interested in participating in listening sessions next fiscal year. CAP Director changed committee Chair role’s part way through the fiscal year and took over the Policy committee. However, CAP Director continued to provide review and feedback to materials and help strategize next steps for the listening sessions.

Next year, CAP Director will help write a report with the findings and develop recommendations which will be shared with DSB leadership and the SRCB. The goal is to improve employment outcomes for individuals who are DeafBlind by updating policies and practices.


6. DSB Self-Employment policy update (continuing into next year)

Activity undertaken:
CAP Director, as Chair of the Policy committee and member of the Executive Committee of the State Rehabilitation Council for the Blind (SRC B), provided recommendations and feedback for improving DSB’s Self Employment policies.

Policy or practice that changed:
DSB used the feedback to update their self-employment policies and process, which will roll out at the beginning of the next fiscal year.

How change benefits individuals with disabilities:
Improved access to self-employment as a job goal, streamlined process with improved accessibility for exploring and approving self-employment plans.

Summary:
Throughout this year, the SRCB Policy Committee reviewed DSB self-employment policies and made recommendations for improvement. We met with the DVR Self-Employment expert to learn about their policies and procedures and discussed feedback from current and past participants who worked through the self-employment process. CAP Director shared feedback about the self-employment experience from both DVR and DSB participants shared during contacts with CAP. DSB drafted new self-employment policies and procedures which will be reviewed by the Policy committee next fiscal year. Over the next several years the SRCB will review participant data and satisfaction for self-employment cases.


7. DVR letters work group (continued from last year)

Activity undertaken:
CAP Assistant Director provided direct advocacy and participated in a DVR workgroup to improve letters to DVR participants.

Policy or practice that changed:
Key participant letters were updated and are being used.

How change benefits individuals with disabilities:
Participant letters are in plain language and have a friendlier tone, ensure the participant understands the communication responsibilities, their rights, and have resources available if they need additional support. Participants resolve case concerns more efficiently and with self-advocacy by contacting the supervisor as a first step.

Summary:
Participants may receive several letters during their services with DVR, related to eligibility determination, requests for records, closure of services, etc. After years of advocating for DVR to improve their participant letters, DVR started a work group last year which continued into this year. CAP recommended the letters be more customer friendly and less bureaucratic. Additionally, CAP’s phone number was the first listed in the letters. This resulted in confusion and delays as customers would contact CAP instead of DVR directly. CAP advocated for listing the phone number and email for the Vocational Counselor (VRC) and Supervisor (VRS) listed before CAP contact info.

All customer letters were reviewed by a group of DVR staff, including the DVR Customer Relations Manager, Asst. Director of Field Services, Policy and Planning, and Communications, as well as CAP Assistant Director and Director of the WSRC. The group was focused on customer service, ex. getting someone the right person at the right time, making the letters more friendly and language access, ex. focus on plain talk. Most of the letters have been updated in plain language as well as a friendly tone of partnership to ensure the participant understands the communication responsibilities, their rights, and have resources available if they need additional support. As a result of the letters’ rollout, CAP has seen a decrease in participant calls requesting contact information for DVR staff.

Other Systemic:

Partnership with State Rehabilitation Councils (SRC)
CAP continues to be a strong partner with both the Blind and General Vocational Rehabilitation (VR) agencies. CAP Director is the Chair of the Washington State Rehabilitation Council (WSRC) and serves on the Customer Satisfaction and Program Evaluation (CSPE), Policy and Planning, and Executive Subcommittees. CAP Director is Chair of the Policy committee for the State Rehabilitation Council for the Blind (SRCB) and serves on the Executive Committee. CAP Director meets weekly with WSRC Director to coordinate and strategize system advocacy efforts where there is overlap with our own program priorities. Advocacy efforts and opportunities are also discussed in monthly committee meetings.

CAP meetings with VR leadership
To support CAP systemic advocacy efforts, relationship building, and partnership efforts, CAP Director and Assistant Director meet regularly with leadership at both DVR and DSB. CAP Director typically meets monthly, and individually, with DVR Director, DVR Deputy Director, DVR Assistant Director of Field Services, and DVR Fair Hearing and Constituent Affairs Administrator. CAP Director meets quarterly with DSB Director and DVR Regional Administrators. CAP Director and Assistant Director meet quarterly with the DVR Policy and Strategies Administrator, DVR Training manager and the DVR Regional Administrators and Deputy Administrators. We meet more often when needed. CAP attends Regional Management meetings and TVR Director meetings at least once a year. We attend local unit meetings for DSB, DVR and TVR when requested and with the goal of once every two years, depending on need and capacity. These meetings allow us to share feedback and trends from CAP calls and cases. We provide CAP perspectives on new policies and share best practices we see when working on cases.

Region X CAP meetings and national CAP Community of Practice:
WA CAP facilitates a quarterly Region X CAP program meeting. We meet quarterly to share our systemic advocacy efforts, discuss case issues and concerns, solve problems and share resources. WA CAP staff also participate in a monthly national CAP Community of Practice (CoP). The CoP meeting typically has a specific topic area as a focus, but it also provides an occasion to share systemic advocacy efforts, resources, and general networking. We appreciate both opportunities to learn and share with other CAP programs.
B. Litigation
0
0
0
n/a
Part V. Agency Information
A. Designated Agency
External-other nonprofit agency
Client Assistance Program
No
B. Staff Employed
1 Executive Director
CAP Administration 15%: Business and financial management, Federal reports, Board management,
Systemic Advocacy 45%
Outreach and Training 15%
Individual Advocacy 15%
Staff support 10%

1 Assistant Director
Individual Advocacy 60%
Outreach and Training 20%
Systemic Advocacy 10%
CAP Administration 10%
Part VI. Case Examples
Case Examples
Case 1
CAP worked with LY, a fifty-two-year-old Asian female with physical disabilities and some cognitive limitations. LY contacted CAP after being determined a priority category 4 for DVR services and placed on the Order of Selection (OOS) waiting list. LY thought this was odd as she is a previous DVR participant, and a few years ago she was at priority level 2. At the time of her application DVR priority categories 1 & 2 were still being served.

CAP met with LY and discussed what happened at her intake appointment, if any new medical documentation was supplied to DVR or if LY signed any new medical releases for DVR to obtain updated medical documentation. LY said she had not. Additionally, CAP reviewed the functional loss indicator categories with LY to identify current barriers to employment. Through this process CAP was able to identify 5 of the 7 functional loss categories used for eligibility and priority determination, meaning LY should be Priority level 1, not on a waitlist.

CAP met with DVR for an investigation. CAP found out the vocational rehabilitation counselor (VRC) who completed LY’s intake and eligibility had since transferred to a different office. LY was now on the caseload of a VRC who hadn’t yet met her due to being on the waitlist. CAP explained the situation and asked the VRC to look at LY’s previous eligibility and meet with LY to discuss her current disability barriers to update her eligibility and priority determination. CAP advocated for DVR to obtain recent medical records and refer LY for a neuropsychological evaluation due to changes in her disability barriers.
CAP shared the information we obtained through talking with LY about her barriers to employment, including that she was terminated from a few jobs because of conflicts with supervisors or managers and memory issues. CAP feels that there are cognitive and behavioral issues that have not been identified or addressed. Accurate and current information about LY’s disability and limitations is critical for her eligibility and priority determination, as well as for vocational assessment and plan development. The VRC said they needed to talk with their supervisor but thanked CAP for the information and agreed to re-evaluate LY’s.

CAP followed up with LY and explained what would happen next, including that DVR might ask her to do an evaluation and why. LY agreed that additional information about her barriers would be helpful.

CAP didn’t hear from LY for over a month, and assumed her eligibility was fixed. However, LY contacted CAP again because she hadn’t heard anything from DVR and wasn’t sure what to do. CAP tried contacting her VRC and found that they were no longer employed with DVR. CAP then contacted the DVR supervisor, explained the situation and requested an update. The DVR supervisor was confused at first because the CAP interaction was not documented and the eligibility had not been updated. However, the supervisor agreed with CAP’s recommendation and said it would be taken care of right away. CAP received a call from LY that is now at Priority level 2 based on previous DVR case records but also wanted her to complete the neuropsychological evaluation. She agreed and is awaiting her appointment.


Case 2
CAP worked with JT, a thirty-four-year-old Caucasian male who has autism. He first reached out to CAP because he was having difficulties working with his VRC, ex. communication problems, mistrust, and difficulty getting what he needed to be self-employed as a web/graphic designer.

CAP met with DVR to start an investigation. DVR told CAP they could no longer support self-employment and were moving to case closure because JT’s communication had become aggressive on multiple occasions. The self-employment vendor also told DVR they would no longer work with JT due to the verbal aggressiveness.

CAP reviewed JT’s eligibility documentation, which was limited to a high school individualized education plan and a diagnosis by the school psychologist, both of which were more fifteen years old.

JT’s VRC is fairly new and still learning about the VR process. CAP reviewed the law and policies with JT’s VRC and explained that while job goals can be denied, the next step should not be case closure. CAP encouraged the VRC to talk with their supervisor about going back to the vocational assessment process to explore other job goals. CAP also recommended DVR obtain additional diagnostic assessment from a psychologist, that can be reviewed with JT and used to update his eligibility. The next step can be additional vocational assessment activities to assist TJ with exploring job options that are a better match for his disability barriers and limitations. DVR agreed with this strategy of moving forward and agreed they would not close his case.

CAP shared the outcome of our investigation and advocacy, as well as next steps with JT. At first, JT was resistant to the evaluation. However, CAP explained that DVR is a rehabilitation agency not an employment agency, their job is to understand address all disability barriers. CAP also told JT about how the process will benefit him, including improved understanding and management of his disability through possible medication, technology, and other accommodations. CAP provided JT examples of how this will help be more successful when he is employed.

JS completed the evaluation and was diagnosed with autism, anxiety disorder, a specific learning disorder, and attention deficit hyperactivity disorder. DVR, CAP and JT met after the evaluation and talked about next steps. In addition to what had already been discussed, CAP advocated for DVR to include recommendations from the psychologist, including short term medication management and therapy, on JT’s new plan. These services will help JT manage disability barriers to employment. He will also engage in other vocational assessment activities with his VRC to explore other employment options.

Certification
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 the RSA website via the internet. Information on transmittal of the form is found on pages 19 and 20 of the reporting instructions.
Name and Title of Authorized Certifying Official
I agree to submit this form by electronic means. By signing this form electronically, I certify under penalty of perjury that my answers are correct and complete to the best of my knowledge. I understand that an electronic signature has the same legal meaning and can be enforced in the same way as a written signature.
Jennifer Bean
Executive Director
Yes
2025-12-19
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