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Client Assistance Program

Categorized In: Case Services - General Client Services Policies

Approved Date: April 02, 2021

Owner: Paige Rose

CAP Services

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:

  • Questions about programs and services available from Vocational Rehabilitation. This includes assisting applicants or recipients to understand VR services and their rights and responsibilities.
  • Situations in which the applicant or recipient believes there is an undue delay in determining eligibility or providing services.
  • Problems relating directly to VR service providers and vendors and their provision of services to the person.
  • Questions regarding the denial of services from Vocational Rehabilitation. Friction between the client and a VR staff member.
  • Information on Title I of the Americans with Disabilities Act.

CAP is responsible for:

  • Being available to applicants or recipients and VR staff to help resolve conflicts at the lowest possible administrative level.
  • Assisting or advocating for applicants or recipients if they experience difficulty in receiving services from or through Vocational Rehabilitation.
  • Dealing objectively with individual applicant or recipient concerns.
  • Acting as liaison between an applicant or recipient and service providers, VR staff members, and/or VR administrative staff when necessary.
  • Assisting or advocating for applicants or recipients in the review of determinations process on their request.
  • Identifying service delivery problems.
  • Informing the appropriate administrative staff of, and making recommendations concerning, problems in the service delivery system.
  • Becoming aware of and informing persons with disabilities and VR staff of other resources for persons with disabilities.

VR is responsible for:

  • Making applicants and clients aware of CAP and services CAP provides by reviewing the information on the back of the application form and the IPE Terms form with the client.
  • Making records and information available to CAP after receiving a signed CAP information release.
  • Encouraging applicants and recipients to contact the CAP and request CAP services when appropriate.
  • Client Assistance Program Box 94987 301 Centennial Mall South Lincoln, NE. 68509 (402) 471-3656 or 800-742-7594 V/TT

CAP Procedures

The CAP procedures for acting on individual concerns are:

  1. Obtain a written consent for release of information before any action is taken, if a release of information is not already in the CAP service record.
  2. Interview the appropriate persons to help reach a resolution. This may be the VR staff member, office director, or service provider personnel. This step may include a review of the client's service record, if appropriate.
  3. Log all individual concerns, and follow rules of confidentiality.
  4. Determine appropriate action and, with VR involvement, make a recommendation for resolution of the concern.

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

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

Approved Date
December 21, 2018 Show this Archived Version
December 21, 2018 Show this Archived Version

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