U.S. Department of Education: Promoting Educational Excellence for all Americans

A r c h i v e d  I n f o r m a t i o n

Client Assistance Program (CAP)

Goal 8: To provide assistance and information to help individuals with disabilities secure the benefits available under the Vocational Rehabilitation State Grants program and other programs funded under the Rehabilitation Act of 1973, as amended.
Objective 1 of 3: CLIENT ASSISTANCE PROGRAMS (CAPS) MEET EXPECTATIONS OF INDIVIDUALS SERVED IN TERMS OF THEIR SATISFACTION WITH THE CAP SERVICES RECEIVED.
Indicator 8.1.1 of 1: Satisfied CAP clients: The number of CAPs achieving or exceeding a client satisfaction rate of 87 percent will increase.
Targets and Performance Data Assessment of Progress Sources and Data Quality
The number of CAPs that achieve or exceed a client satisfaction rate of 87 percent
Year Actual Performance Performance Targets
1998
34
 
1999
39
 
2000
34
40
2001
 
41
2002
 
42
Status: No current data but progress toward target is unlikely.  

Explanation: Number of CAPs that achieved or exceeded a client satisfaction rate of 87 percent decreased in 2000. Accuracy of data may be affected by traditionally low consumer response rates.  
Additional Source Information: CAP FY 2000 performance report, RSA-227 uniform data collection.

Frequency: Annually.
Validated By: On-Site Monitoring By ED.
Appropriate reviews of annual data are conducted by ED program specialists. On-site compliance reviews are conducted and random sampling of on site files is cross-checked with reported data for verification.

Limitations: Nationally, only 26 percent of the total number of satisfaction surveys mailed to consumers by CAPs during FY 2000 were returned. Therefore, in some cases the satisfaction rate is based on a small number of surveys. Self-reporting by grantees may also pose some limitation for this indicator.

 

Objective 2 of 3: RESOLVE CASES AT LOWEST POSSIBLE LEVEL.
Indicator 8.2.1 of 1: Alternative dispute resolution (ADR): The percentage of cases resolved through the use of alternative dispute resolution (ADR) will increase.
Targets and Performance Data Assessment of Progress Sources and Data Quality
The percentage of cases resolved through ADR will increase
Year Actual Performance Performance Targets
1998
38.80
 
1999
45.10
 
2000
37.80
46
2001
 
38
2002
 
38
Status: Target not met. 

Explanation: Decline in FY 2000 data is consistent with a decline in total services provided from FY 1999.  
Additional Source Information: CAP FY 2000 performance report, RSA-227 uniform data collection.

Frequency: Annually.
Validated By: On-Site Monitoring By ED.
Same as stated in 1.1

Limitations: Same as 1.1.

 

Objective 3 of 3: ACCURATELY IDENTIFY PROBLEM AREAS REQUIRING SYSTEMIC CHANGE AND ENGAGE IN SYSTEMIC ACTIVITY TO IMPROVE SERVICES UNDER THE REHABILITATION ACT.
Indicator 8.3.1 of 1: Effects of systemic change: The percentage of CAPs that report changes in policies and practices as a result of their efforts will achieve or exceed baseline of 43%.
Targets and Performance Data Assessment of Progress Sources and Data Quality
Percent of CAPs reported that their systematic advocacy resulted in a change in policy or practice
Year Actual Performance Performance Targets
1998
50.90
 
1999
43
 
2000
44
44
2001
 
45
2002
 
46
Status: Unable to judge.  

Explanation: FY 2000 target met. FY 2000 data calculation based on review of all narrative reports.  
Additional Source Information: CAP FY 2000 performance report, RSA-227, narrative section.

Frequency: Annually.
Validated By: On-Site Monitoring By ED.
same as 1.1

Limitations: Data will be limited because it is self-reported and in a narrative format. The data submitted are reviewed by program specialists, but data validity will be unattainable.

 

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