Categorized In: Case Services - General Client Services Policies
Approved Date: April 02, 2021
Owner: Jerry Bryan
CAP is a third party who receives questions, problems, or grievances; investigates; negotiates or mediates for an equitable resolution.
CAP is charged with advocating, providing information and assisting in the resolution of specific concerns encountered by applicants for and recipients of VR services. Examples of CAP involvement include, but are not limited to:
CAP is responsible for:
VR is responsible for:
The CAP procedures for acting on individual concerns are:
When a client makes a complaint (written or verbal), to the Client Assistance Program (CAP) the Director must first follow up with the VR specialist. If the specialist stands by the decision but CAP determines the decision is not based on VR’s policies and procedures or disagrees with the decision, CAP can contact the office director. If the office director stands by the decision but CAP still determines the decision is not based on VR’s policies and procedures or disagrees with the decision, CAP can take the next step of contacting the VR Ombudsman (Paige). The VR Ombudsman will determine if the office director is correctly applying VR’s policies and procedures and will communicate with the office director’s supervisor and follow back up with the CAP Director. The CAP Director will follow back up with the client and determine next steps.
Nebraska VR must provide the CAP information to clients during the application process, when developing the individualized plan for employment, case closure (successful/unsuccessful) or at any time the client disagrees with a VR final decision.
Hotline for Disability Services is a resource for Nebraskans who have questions or concerns regarding disabilities. The Hotline has experienced specialists and a computerized directory of reliable information to quickly respond to the concerns of individuals. Information is provided at no charge. Hotline for Disability Services 301 Centennial Mall South Lincoln, NE. 68509 (402) 471-0801 Lincoln 800-742-7594 Toll Free