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Resolving Concerns

We want to help all DVR customers reach their employment goals. If you have a concern or problem regarding your DVR services at any time during the rehabilitation process, there are resources available to help you resolve your concerns. We encourage you to begin the discussion with your VR Counselor, however, you may use whichever option works best for you.

  1. Talk with your VR Counselor about your concerns and give him or her a chance to explain the actions or decision of concern
  2. Speak with the VR Supervisor in the office where you receive services to discuss your concerns.
  3. Ask for information about how to submit a request for an “Exception to Policy” from your VR Counselor or VR Supervisor
  4. Contact the DVR Customer Relations Manager in the DVR State Office at 1-800-637-5627
  5. Request formal mediation. Mediation is a process in which a trained mediator conducts a meeting with you and your VR Counselor. The mediator does not make decisions about your case and mediation is voluntary for all parties.
  6. Ask any DVR employee, including the DVR Customer Relations Manager Service Representative (see #3) for information about how to request an administrative review (fair hearing). A fair hearing is a formal review by an Administrative Law Judge about a specific decision made by DVR in your case.
  7. Contact the Client Assistance Program (see below)

Client Assistance Program (CAP)

The Client Assistance Program (CAP) is a non-profit advocacy program that can answer questions and provide information about your rights and responsibilities as a DVR client. CAP is not part of DVR or state government. CAP also provides assistance to clients to help informally mediate and solve concerns that arise in the rehabilitation process. You may contact CAP at 1-800-544-2121 Voice/TTY.