Client Assistance Program

Established as part of the Federal Rehabilitation Act of 1973, as amended, the North Carolina Client Assistance Program (CAP) is a federally funded program designed to assist individuals with disabilities in understanding and using rehabilitation services.
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).
Assisting and advocating for individuals in their relationships with programs providing rehabilitation services under the Rehabilitation Act.
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 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 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.

Client Assistance Program Services

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.

Contact CAP if

CAP can be helpful at different points throughout the rehabilitation process. You are encouraged to contact CAP if:

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.

Rights and Responsibilities

As a rehabilitation program participant, you have certain rights and responsibilities that can help maximize your success in the program.
As a client, you have the following rights:

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.

As a client, you have the following responsibilities:

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 or 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.

Client Assistance Program Brochures

Independent Advocate Fact Sheet
Client Assistance Program Brochure
Client Assistance Brochure (Spanish)
Understanding the Rehabilitation Process
Understanding the Rehabilitation Process (Spanish)

Meet the Staff

Tania Bowers, Interim Director
Karen Martin, Client Advocate
Tami Andrews, Processing Assistant

Contact Us

Mailing Address
2806 Mail Service Center
Raleigh, NC 27699-2806

Phone and Fax
919-855-3600
Toll-Free: 1-800-215-7227
Fax: 919-715-2456
Email: NCCAP@dhhs.nc.gov