RSA-227 for FY-2025: Submission #60

State name Tennessee

Report through date 09/30/2025

General Information

Designated Agency Identification

Name Disability Rights Tennessee

Address 2 International Drive

Address Line 2 Suite 825

City Nashville

State Tennessee

Zip Code 37217

E-mail Address

Website Address

Phone 6152981080

TTY

Toll-free Phone

Toll-free TTY

Fax

Operating Agency (if different from Designated Agency)

Name

Address

Address Line 2

City

Zip Code

State

E-mail Address

Website Address

Phone

TTY

Toll-free Phone

Toll-free TTY

Fax

Additional Information

Name of CAP Director/Coordinator Craig Lemak

Person to contact regarding report Anna Bass

Contact Person Phone 615-298-1080

Contact Person E-mail Address AnnaB@disabilityrightstn.org

Part I. Non-case Services

A. Information and Referral Services (I&R)

1. Information regarding the vocational rehabilitation (VR) program 15

2. Information regarding independent living programs 0

3. Information regarding American Indian VR Service projects 0

4. Information regarding Title I of the ADA 0

5. Other information provided 0

6. Information regarding CAP 2

7. Total I&R services provided (Lines A1 through A6) 17

B. Training Activities

1. Number of training sessions presented to community groups and public agencies. 26

2. Number of individuals who attended these training sessions. 558

3. Describe training presented by the staff. Include the following information: During FY2025, the Client Assistance Program (CAP) team of Disability Rights Tennessee (DRT) conducted a total of 26 training sessions, reaching 558 participants through both in-person and virtual formats. These sessions provided comprehensive information about CAP services offered by DRT. Training was delivered to a diverse range of audiences, including WorkAble TN benefits specialists, Deaf community partners, professionals serving individuals with vision or hearing needs, staff in secondary and post-secondary educational settings, Vocational Rehabilitation professionals, and community partners supporting the Vocational Rehabilitation system. Example of training outcome:
The CAP team provided a series of focused training sessions designed to inform and educate staff members from several state agencies about CAP services. These trainings were delivered to multiple audiences, including Vocational Rehabilitation (VR) staff, newly hired VR counselors and supervisors (41 participants), VR administrative agents (7 participants), VR Pre-Employment Transition Services (Pre-ETS) staff working directly with transition-age individuals (8 participants), and staff from the Tennessee Department of Disability & Aging working with employment of individuals with disabilities (5 participants).
The content of these trainings addressed the federal requirements governing CAP, detailed the program’s role in supporting individuals with disabilities as they seek VR services including Pre-ETS services, and offered practical examples of service provision and resulting outcomes. Through these sessions, participants gained a clearer understanding of CAP’s functions and responsibilities. These sessions also clarified the ways in which CAP interacts and collaborates with various state departments and their vendors, thereby fostering more effective partnerships and service delivery for individuals with disabilities.

C. Agency Outreach

Describe the agency's outreach efforts to previously un-served or underserved individuals including minority communities. Disability Rights Tennessee’s (DRT) CAP enhanced its referral network through outreach activities with organizations serving Vocational Rehabilitation potential and current clients and applicants. The team conducted thirty-six outreach events involving individuals with disabilities, families, professional providers, community members, and transition-aged services across Tennessee. Through these efforts, CAP engaged with 985 people through community and resource fairs, transition events, emails, and phone contacts. Further, as part of ongoing outreach initiatives, CAP initiated revisions and development to CAP service outreach materials. CAP contributed feedback to the development of a new CAP video explaining CAP services. The new video features full closed captioning and an American Sign Language (ASL) version to ensure accessible communication for all CAP eligible Tennesseans. Improvements were also made to DRT employment program flyers and brochures. Beginning in FY26, these materials will be distributed during outreach activities.

D. Information Disseminated To The Public By Your Agency

1. Agency Staff Interviewed or Featured on Radio and TV 0

2. Articles about CAP Featured in Newspaper/Magazine/Journals 0

3. PSAs/Videos Aired about the CAP Agency 0

4. Publications/Booklets/Brochures Disseminated by the Agency 1815

5. Number of Times CAP Exhibited at Conferences, Community Fairs, etc. 32

6. Other 0

Please explain below N/A

E. Information Disseminated About Your Agency By External Media Coverage

Describe the various sources and information disseminated about your agency by an external source. N/A

Part II. Individual Case Services

A. Individuals served

1. Individuals who are still being served as of October 1 (carryover from prior year) 7

2. Additional individuals who were served during the year 45

3. Total individuals served (Lines A1+A2) 52

4. Individuals (from Line A3) who had multiple case files opened/closed this year. 1

5. Individual still being served as of September 30 (Carryover to next year. This total may not exceed Line A3.) 19

B. Problem areas

1. Individual requests information 0

2. Communication problems between individual and VR counselor 14

3. Conflict about VR services to be provided 19

4. Related to VR application/eligibility process 19

5. Related to assignment to order of selection priority category 0

6. Related to IPE development/implementation 1

7. Related to independent living services 0

8. Other Rehabilitation Act-related problems 0

C. Intervention Strategies for closed cases

1. Short Term Technical Assistance 17

2. Investigation/Monitoring 3

3. Negotiation 14

4. Mediation and other methods of Alternative Dispute Resolution 0

5. Administrative / Informal Review 0

6. Formal appeal / Fair Hearing 0

7. Legal remedy / Litigation 0

8. Total 34

D. Reasons for closing individuals' case files

1. All issues resolved in individual's favor 21

2. Some issues resolved in individual's favor 0

3. CAP determines VR agency position/decision was appropriate for the individual 5

4. Individual's case lacks legal merit 0

5. Individual chose alternative representation 1

6. Individual withdrew complaint 3

7. Issue not resolved in clients favor 0

8. CAP services not needed due to individual's death, relocation, etc. 0

9. Individual not responsive/cooperative with CAP 4

10. CAP unable to take case due to lack of resources 0

11. Conflict of interest 0

12. Other 0

(Please explain below) N/A

E. Results achieved for individuals

1. Controlling law/policy explained to individual 6

2. Application for services completed 5

3. Eligibility determination expedited 1

4. Individual participated in evaluation 0

5. IPE developed/implemented/Services Provided 2

6. Communication re-established between individual and other party 6

7. Individual assigned to new counselor/office 3

8. Alternative resources identified for individual 4

9. ADA/504/EEO/OCR complaint made 0

10. Other 7

(Please explain below) N/A

Part III. Program Data

A. Age

1. Up to 18 5

2. 19 - 24 7

3. 25 - 40 19

4. 41 - 64 21

5. 65 and over 0

6. Total (Sum of Lines A1 through A5. Total must equal Part II, Line A3.) 52

B. Gender

1. Females 28

2. Males 22

3. Nonbinary or Another Gender 0

4. Unknown 2

5. Total (Lines B1+B2+B3+B4. Total must equal Part II Line A3.) 52

C. Race/ethnicity of Individuals Served

1. Hispanic/Latino of any race 0

2. American Indian or Alaskan Native 1

3. Asian 0

4. Black or African American 16

5. Native Hawaiian or Other Pacific Islander 0

6. White 32

7. Two or more races 1

8. Race/ethnicity unknown 2

D. Primary disabling condition of individuals served

1. Acquired Brain Injury 1

2. ADD/ADHD 3

3. AIDS/HIV 0

4. Amputations or Absence of Extremities 0

5. Arthritis or Rheumatism 0

6. Anxiety Disorder 3

7. Autism Spectrum Disorder 6

8. Autoimmune or Immune Deficiencies 0

10. Other visual impairments 2

11. Cancer 0

12. Cerebral Palsy 0

13. Deafness 5

14. Hard of Hearing/Hearing Impaired 0

16. Diabetes 1

17. Digestive disorders 0

18. Epilepsy 1

19. Heart and other circulatory conditions 0

20. Intellectual Disability 3

21. Mental illness 9

22. Multiple Sclerosis 0

23. Muscular Dystrophy 0

24. Muscular/Skeletal Impairment 3

25. Neurological Disorders/Impairment 1

26. Orthopedic impairments 2

27. Personality Disorders 0

28. Respiratory Disorders/Impairment 0

29. Skin Conditions 0

30. Specific learning disabilities (SLD) 2

31. Speech Impairments 0

32. Spina Bifida 0

33. Substance abuse 5

34. Other disability 0

35. Total (Sum of Lines D1through D34. Total must equal Part II, Line A3.) 52

E. Types of Individuals Served

1. Applicant of VR 28

2. Individual eligible for VR services currently on a wait list 0

3. Individual eligible for VR services not currently on a wait list 23

4. Applicant or individual eligible for Independent Living 0

5. Transition student/High school student 1

6. All other applicants or individuals eligible for other programs or projects funded unther Rehabilitation Act 0

Part IV. Systemic Activities and Litigation

A. Non-Litigation Systemic Activities

1. Number of non-litigation systemic activities not involving individual representation that resulted in the change of one or more policy or practice of an agency. 7

2. Describe the systemic activities conducted by CAP during the fiscal year and its impact on other agency's policies or practices. In FY25, DRT Client Assistance Program (CAP) meet with various directors and decision makers of the Tennessee Vocational Rehabilitation services to strengthen that relationship, request that updates on programs, and provide a chance for DRT CAP to provide feedback to VR on how they can improve services for their clients based on CAP and PABSS client experiences. This year the following changes to policy or practice were addressed through these meetings:
• DRT CAP was pleased that Vocational Rehabilitation had changed their Financial Needs Assessment (FNA) to be up to date with current inflation. The last adjusted FNA was in 2009. This would allow clients to obtain more services from VR.
• DRT CAP commended VR for eliminating the Order of Selection, noting that this change will enable VR to serve a greater number of clients and make fuller use of federal funding, thereby reducing the amount of unspent funds returned to the federal government.
• DRT CAP expressed concerns to VR regarding the limited number of submissions for clients’ Self-Employment Business Plans and the possibility that some plans may not be approved. The Director of VR responded by stating that VR will address this issue in upcoming refresher training for all VR field office staff. The training will emphasize that business plan approvals are based on individual needs and that clients may resubmit their plans as many times as necessary until approval is achieved.
• DRT CAP expressed concerns regarding the VR phone system (833#). Specifically, when the CAP Advocate requested the contact information for VRC, the request was denied, and clients reported encountering obstacles due to the complexity of the “phone tree” associated with the system. VR agreed to address these issues by making the system more user-friendly and instructing receptionists to provide the necessary information to DRT CAP regarding VRCs, ensuring case progression. The matter has now been successfully resolved.
• DRT CAP brought up concerns about parents not getting information about VR and Pre-Employment Transition Services (Pre-ETS) during several resource/transition fairs throughout the state of Tennessee. Director of VR, shared with CAP that VR is collaborating with TN Department of Education (TNDOE), and will present information about VR and Pre-ETS during TNDOE’s conference to educators, staff, and professionals.
• DRT CAP shared with VR that CAP had received requests for help from several blind VR clients who were not getting the services they needed based on their limited informed choice. The clients had been told by their VR Counselors that they were obligated to go to one specific provider that had a contract with VR. VR confirmed this was inaccurate information being provided to clients and agreed to address it with VR field staff.
• DRT CAP shared that some VR forms were not accessible to blind clients. The VR Director agreed to address this concern through already established relationships with the assistive technology services programs.

B. Litigation

a. Number of cases requiring litigation involving individual representation filed during fiscal year. 0

b. Number of on-going cases pending at start of fiscal year (carryover from prior fiscal year). 0

c. Number of cases resolved through litigation during fiscal year. 0

2. Describe the agency's on-going and completed systemic litigation activities involving individual representation. N/A

Part V. Agency Information

A. Designated Agency

1. Agency Type (select only one option): External-Protection and Advocacy agency

2. Name of designate agency: Disability Rights Tennessee

3. Is the designated agency contracting CAP services? No

4. If yes, name of contracting agency:

B. Staff Employed

1. Provide a description of all CAP positions 23 Person Years (22 FT and 1 PT; all partially funded by Section 112 funds). 5 positions were vacant for part of the year. 2.5 FTE.

Part VI. Case Examples

Case Examples

Provide some examples of some interesting cases during the past fiscal year. A 17-year-old Caucasian female with Pendred Syndrome successfully connected with Vocational Rehabilitation (VR) services and arranged Pre-Employment Transition Services (Pre-ETS). After she and her mother received Client Assistance Program (CAP) contact details at the HS Transition Fair, they reached out to CAP for help with applying for both VR and Pre-ETS services. CAP responded by providing an online application link, which her mother used to submit the VR application on behalf of her daughter. As a result, the client was assigned a VR Counselor and able to set up Pre-ETS services.

The client, a 20-year-old son, who has ADD/ADHD, Autism, and Cerebral Palsy, and his mother sought assistance with applying for Vocational Rehabilitation (VR) services for her. CAP staff contacted the mother and provide general information regarding the VR program and explained the steps involved in the application process according to VR policy. Subsequently, the advocate emailed the VR office’s contact information and Client Assistance Program (CAP) details to the client's mother. Following several follow-up communications, the mother reported to CAP that the client has enrolled in the EMT program at his college of choice and is performing well. The advocate also provided information about the college's disability resource center to ensure access to further support as needed.

A 50-year-old African American male who has a visual disability contacted Disability Rights Tennessee (DRT) for assistance with ongoing issues with VR. The client stated he was having a hard time contacting his Vocational Rehabilitation Counselor (VRC) and there was no communication for him to receive assistance pertaining to his case. Advocate contacted Vocational Rehabilitation (VR) and determined that the VRC has resigned but the client had not been notified. Advocate could not determine how long it had been since the VRC had resigned. After further investigation, advocate was able to get the new assigned VRC information to share with client. Client was then able to make contact and get his services back in place to move forward with employment goals.

This individual was successfully determined to be eligible for Vocational Rehabilitation (VR) services and received VR Counselor assignment. An African American 41-year-old female who has an anxiety disorder contacted Client Assistance Program (CAP) for assistance in the process for determination of eligibility process with VR. CAP provided short-term assistance by giving guidance on what the client needs to provide including proper medical documentation so VR could determine eligibility for the client to receive VR services. After the client submitted proper medical documentation, the client was determined eligible for VR services and successfully received a VR counselor assignment so she could move forward with her IPE development.

A 22-year-old Caucasian male with Autism and his mother both reached out to Disability Rights Tennessee (DRT) regarding issues with connecting with Vocational Rehabilitation (VR) during the initial application process for opening client’s case. Mom stated she had been through this process before, and it was not their first case with VR, but she was having the most difficult time making connections to get determined eligible. Advocate made outreach to VR to establish connection with assigned Vocational Rehabilitation Counselor (VRC) on the case. Assigned VRC was determined and information was shared with mom and client. Mom made connection with VRC where Individual Plan of Employment (IPE) was implemented, and services were put in place. Mom and client self-advocated as much as they could until they had to reach back out to the CAP advocate regarding issues with the assigned community resource provider (CRP). Advocate made outreach to the VRC and VR field supervisor regarding the lack of services being provided by the assigned CRP. VR made the decision to assign another CRP to client’s case and now services are being provided properly.

This individual who is a 23-year-old African American Male with diabetes contacted Disability Rights Tennessee (DRT) due to Vocational Rehabilitation (VR) denying tuition payment that resulted in him receiving a bill and ultimately withdrawing from school. DRT requested all client's records from VR and determined that due to the client lack of communication and grades falling beneath the appropriate grade point average, VR decision was appropriate. However, advocate was able to assist the client in enrolling into another university where VR agreed to pay for the tuition for that institution once the client took care of the outstanding bill at the initial university. The client is now back in school and is able to meet the requirements needed by VR for tuition assistance.

This individual successfully received the software she needed and was able to continue her training and employment search. A 62-year-old Caucasian female who is blind contacted Disability Rights Tennessee (DRT) regarding Vocational Rehabilitation (VR) not paying for needed software program for her training with approved vendor. DRT contacted the client and discussed the issues she was having. DRT provided self-advocacy information to client regarding changing her employment goal on her Individual Plan for Employment (IPE) to reflect the request for the now needed software. The client conducted her annual review with her Vocational Rehabilitation Counselor (VRC) where they were able to discuss the issue and make the necessary changes to the client’s IPE. Upon following up, the client informed the Advocate she had now successfully received the software needed and was able to continue her training with her vendor and was currently looking for employment as well.

A 26-year-old, Caucasian male who is blind contacted Disability Rights Tennessee (DRT) regarding reestablishing communication with his Vocational Rehabilitation Counselor (VRC). DRT met with our client who informed us he was working on starting his own business but needed assistive technology and communication with his VRC to move forward. DRT was able to connect with the VRC assigned to our client, who informed us that our client was enrolled into Tennessee Business Enterprise and had successfully completed their program. VRC went on to further explain that our client had successfully submitted a bid for his desire site for his business and won his bid. VRC stated that due to our client working with Tennessee Business Enterprise they would provide all assistance and guidance moving forward. DRT reconnected with our client and provided information from VRC regarding our client’s status with VR and next steps. At closure, our client informed us that he had now successfully opened his site and was working with TBE on his things needed.

This individual successfully learned that he could connect with his Job Placement/Supported Employment service provider who specializes in working with individuals with mental illness to seek new part-time employment. A 49-year-old Caucasian male who is deaf with mental illness contacted the Client Assistance Program (CAP) because he was confused about why he had been terminated from a job and why a previous Job Placement Service provider could not continue providing services to him to seek a new job. The CAP advocate and VR Counselor (VRC), who both communicate in the client's primary language of American Sign Language (ASL), met with the client to explain the plan for the client to continue to work with the Individual Placement and Supports (IPS) provider who can effectively address the client's mental illness concerns during the job search and placement process. During the meeting the Advocate, VRC and IPS provider reviewed the client’s Individualized Plan for Employment (IPE) and explained the reason for changing service providers. The team also discussed the employer-reported issues which led to his termination to help him avoid a similar situation in the future. As the result of this meeting, the client became calm, expressed understanding of the process, and shared that he was relieved once he understood why he could benefit from working with this new provider and agreed with the plan to continue to work with the IPS provider staff.

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.

Full Legal Name of Signer: Anna E. Bass

Certifying Official Title Executive Director

By checking this box and typing my full legal name above, I am electronically signing this form. Yes

Date Certified (mm/dd/yyyy) 2026-01-29

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.

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