SECTION 3

Client Assistance Program

SARAH: Vocational Rehabilitation, has great programs and great people.  Their constant goal is to offer you the best services and all of the services you need to become employed.  But when you’re working with people and their perceptions, there may be disagreements.  Sometimes, you might have questions about eligibility, or services, or maybe things just aren’t happening fast enough.

Working hand-in-hand with voc rehab is the Client Assistance Program, or CAP  (PRONOUNCE IT “KAP”). 

CAP is an independent program to assist and advocate for you whenever you have questions about or are dissatisfied with any action or inaction concerning your case. 

Applicants and recipients of voc rehab services are informed about CAP at least three times:  when you apply for services; when you sign your IPE; and, when your case is closed. 

At any time during the voc rehab process, you can and should contact CAP if you are experiencing problems with eligibility, training, delays, other agencies you might have been referred to, or your counselor. 

Here’s a quick list of all the things CAP can do. CAP will advocate for you, CAP can advise you of your rights and responsibilities in the process of obtaining voc rehab services; assist you in your relationship with voc rehab; explain specific voc rehab services and benefits available to you; help in the appeal process, and CAPcan refer you to other agencies when your issue is not related to voc rehab. CAP can also identifiy problem areasin the delivery of voc rehab services and suggests a way to improve them.

If you’re unhappy with any decision made by a voc rehab counselor, you can request a review of that decision through CAP.  Voc rehab is required to offer at least two methods of resolving a dispute: mediation, or a fair hearing process.  You can choose one or both of these processes.  Mediation is when a third-party works with you and voc rehab to resolve your issues.  A fair hearing would take place before an Administrative  Law Judge.

The law also gives voc rehab the flexibility to use informal methods of resolving disputes prior to any kind of mediation or fair hearing.  These informal methods usually involve the client, or the client’s representative, working out a resolution with the counselor or the counselor’s supervisor.

CAP often helps explain to a client why a certain decision was made about their case, and usually, once the client understands, everything’s okay.  At other times, CAP can negotiate an agreement, and the problem is resolved.  Your counselor is just as interested as you are in solving a problem so they can focus on the real work of helping you reach your employment goal.

I know of a case that with CAP’s involvement had a positive outcome. 

I met Robert, in one of my college classes.  We started talking and found out we were both voc rehab clients.  Anyway, Robert was taking computer classes because he was training to be a programmer. He asked voc rehab to help him purchase a computer for his dorm room.  The request was first denied because he had access to computer labs on campus.  But Robert said that he just couldn’t concentrate in the lab with other students around.  So he asked the Client Assistance Program for help.  CAP and his counselor both agreed to send Robert to a psychologist for an evaluation.  It was discovered that Robert has a learning disability that affects his ability to focus on a task when other distractions are present. So Robert got his computer and now he’s able to do higher quality work, and faster. Today, Robert is in demand  as a computer programmer.

As a voc rehab client, you have a “bill of rights.”  It’s your right to apply or reapply for rehabilitation services.  It’s your right to make meaningful and informed choices about the services you receive.  It’s also your right to participate in the planning of your vocational goals and rehab services.  Confidentiality of your case record is another right, as well as the ability to review your own file.  You have the right to appeal any decision regarding the provision of services.  It’s your right to consult your counselor before your case is closed.  It’s your right to be informed of the Client Assistance Program.  And, it’s your right to receive rehab services without regard to race, national origin, sex, age or disability.

That pretty much wraps up everything I needed to tell you about the Client Assistance Program.   You can reach CAP by writing the North Dakota Client Assistance Program at 600 South 2^nd Street, Suite 1B, Bismarck, North Dakota, 58504.  Or you can call them, toll free, at 1-800-207-6122.   The local Bismarck area number is 328-8947.  They have TDD number too, at 701-328-8968.  Their e-mail is solyod at state.nd.us. 

CAP’s there when you need them, so don’t hesitate to ask for help.  And remember, having a disability doesn’t mean you lack ability.  Voc rehab is there to help put those abilities to work for you!