[nfbmi-talk] from mpas cap report 2009

[joe harcz Comcast]

>From the Michigan Protection and Advocacy Services Inc. 2009 Annual Report converted from .pdf:

 

 

This year the CAP team resolved all issues 

with Michigan Rehabilitation Services (MRS) and 

Michigan Commission for the Blind (MCB) at the 

counselor and site manager level without using 

informal reviews, alternative dispute resolutions 

and/or hearings. Resolving complaints at the most 

immediate and direct levels possible helps preserve 

a positive relationship between the counselor and 

customer. 

Participation on committees enhances 

communication and helps maintain good 

relationships as well. Through continued 

participation on the Rehabilitation Council (MRC), 

CAP staff shares information concerning customer 

complaints while working with MRC on solutions 

to systemic issues of concern. CAP is also a member 

of the Michigan Commission for the Blind Service 

Delivery and Design Team (SDDT), which reviews 

policies and procedures within MCB. 

Success Stories 

• A client contacted CAP because her case was 

being closed by VR. She had been receiving 

services since 2004 and VR was helping her get a 

college degree. Her counselor left the agency and 

the new counselor determined she was no longer 

eligible for services as she had no barriers. CAP 

contacted VR because there had been no change 

in the client’s disability which would indicate 

that her eligibility status had changed. At that 

point, VR consulted with an internal expert 

on deafness and hard of hearing who provided 

enough information for the case to remain open. 

• CAP staff stepped in to protect consumers 

after receiving complaints of confidentiality 

and assault (both verbal and physical) from 

consumers of a Center for Independent Living. 

CAP completed an investigation and provided 

clients information about filing criminal charges. 

While investigating these concerns it became 

obvious that the checks and balances in place 

statewide were not working. We worked with 

several organizations to bring together a core 

group of partner agencies to review current 

practices in identifying issues that would 

prevent this sort of situation from happening 

in the future.