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NC Department of Health and Human Services
NC Division of Vocational RehabilitationDVRS

Client Assistance Program

The Client Assistance Program (CAP) is a federally funded program that serves anyone seeking information, applying for services or receiving services from agencies receiving federal funds under the Rehabilitation Act. These include the Division of Vocational Rehabilitation Services, the Division of Services for the Blind, the independent living rehabilitation programs within those divisions, and the state’s centers for independent living. Our services include assistance with understanding and obtaining rehabilitation services, with using appeals processes, and with the provision of information and referral.

Client Assistance Program Video.

Client Assistance Program Video - ASL version..

How can CAP help?

CAP serves an integral part of the rehabilitation system by:

  • Advising and informing individuals of all services and benefits available to them through programs authorized under the Rehabilitation Act and under Title I of the Americans with Disabilities Act (ADA)
  • Helping to identify and resolve problems that may arise during the rehabilitation process
  • Identifying problem areas in the delivery of rehabilitation services and making suggestions for improving services

CAP assists:

  • Anyone seeking information, applying for services or receiving services from a rehabilitation program including the Division of Vocational Rehabilitation Services, the Division of Services for the Blind, the Independent Living Rehabilitation Programs in each of these agencies, and the Centers for Independent Living
  • Persons who are dissatisfied with services they are receiving or who have been denied services for which they might be eligible
  • Persons needing intervention or assistance in their relationships with programs providing rehabilitation services

What Services are Offered?

  • Advise people with disabilities of their rights under the Federal Rehabilitation Act of 1973, as amended and the Americans with Disabilities Act
  • Explain the nature of the various services available to people with disabilities from the different state agency rehabilitation programs
  • Refer people with non-rehabilitation needs to other appropriate resources
  • Advise and interpret agency policies and procedures to consumers as they relate to the individual's rehabilitation choices
  • Identify problems and solutions between consumers and agency staff
  • Advocate for and represent consumers in the appeals process
  • Recognize service delivery problems and recommend positive changes in the rehabilitation program rules and policies
  • Provide outreach to individuals with disabilities from diverse racial and cultural backgrounds

When should I contact CAP?

  • You have questions regarding the services available from a particular rehabilitation program
  • You have been determined ineligible for services and you disagree with the determination
  • You are experiencing undue delays in the processing of your application for eligibility with a rehabilitation program
  • You are experiencing delays in receiving services for which you have already been determined eligible
  • You have been refused services which you feel are needed to reach your individual rehabilitation goal
  • You are having problems with your rehabilitation program that you have not been able to work out with your counselor
  • You disagree with the termination of a rehabilitation service or the closure of your case record

Your Rights:

You as a client have a right to:

  • Apply or reapply for rehabilitation services
  • Receive a timely decision on your eligibility for services based on a complete assessment of your disability
  • Receive an explanation in writing, should you be determined ineligible for services, indicating the reasons why you have been denied
  • Receive an explanation about services that may be available to you
  • Be a partner with your counselor in making informed choices for your rehabilitation plan
  • Be assured of complete confidentiality of your case record
  • Review your rehabilitation case record with a staff member present
  • Participate with your counselor in any decision to close your case
  • Appeal a decision with which you do not agree
  • Be informed of the Client Assistance Program
  • Be provided a form of communication appropriate to accommodate your disability

It is your responsibility to:

  • Fully participate in your rehabilitation plan
  • Help set goals and participate in writing your rehabilitation plan with your counselor
  • Follow through with your plan for rehabilitation
  • Communicate with your counselor and ask questions when you do not understand services
  • Keep all appointments and let your counselor know beforehand if you cannot keep the appointment
  • Keep a copy of your plan and any amendments related to the plan
  • Notify your counselor of any change in your personal or work status
  • Be aware of financial eligibility requirements for some services

Contact Information

Mailing Address: 2806 Mail Service Center, Raleigh, NC 27699-2806
Location: 805 Ruggles Drive, Raleigh, NC 27603

Phone: 919-855-3600
Toll Free: 1-800-215-7227
FAX: 919-715-2456

John Marens, Director
Sharon Wisner, Client Advocate
Dianne Rawdanowicz, Client Advocate
Tami Andrews, Processing Assistant

Download our Brochures!

CAP Brochure.

CAP Brochure - Spanish version.

Understanding the Rehabilitation Process.

Understanding the Rehabilitation Process - Spanish version. Ready NC Connect NC