Resolving Concerns

If you have concerns about your DVR services, there are several ways to get help.

Options for Getting Help with Your DVR Services

We want to help you reach your employment goals. If you have concerns about your DVR services, there are several ways to get help. Below are several ways you can get the help you need, including requesting a case review or fair hearing, contacting the client assistance program, and filing a discrimination complaint.

Talk with DVR: We encourage you to talk with your Vocational Rehabilitation Counselor about your concerns, the actions taken or decisions made in your case. This can help improve your relationship with your VR Counselor.

Ask for Help: Contact your Vocational Rehabilitation Counselor, Supervisor, a Regional Administrator, Fair Hearing and Constituent Affairs Administrator, or DVR Director.

Below are more ways for you to resolve your concerns.

Request a Case Review

You can request a review of your case by contacting your Vocational Rehabilitation Counselor, the Vocational Rehabilitation Supervisor, Regional Administrator or Fair Hearing and Constituent Affairs Administrator.

Contact the Fair Hearing and Constituent Affairs Administrator at 1-800-637-5627.

Contact Client Assistance Program

CAP is a program that helps people with concerns about their DVR services. You can contact CAP by:

Request an Exception to Rule

You can ask for an exception to a rule by writing a request to your VR Counselor or VR Supervisor. In your request, explain which rule you're asking to change, why you're asking for the exception, and how long you need the exception.

Request Mediation

Mediation is a voluntary process to solve problems with DVR with help from a neutral mediator:

  • You and the DVR representative must agree to mediation.
  • The mediator listens to both sides and helps find a fair solution.
  • You can still have fair hearing rights, see below.

To learn more, talk to your DVR counselor, VR Supervisor, Regional Administrator or Fair Hearing and Constituent Affairs Administrator.

File a Complaint

Contact the DVR Fair Hearing and Constituent Affairs Administrator if you need help resolving concerns or filing a complaint. You can contact the administrator by:

Request a Fair Hearing

If you disagree with a decision about your DVR services, you can ask for a fair hearing. You must ask for the hearing within 45 days of the date on the letter you received from your DVR Counselor. The hearing will take place within 60 days after the Office of Administrative Hearings gets your request.

Note: Fair Hearings are for specific issues like approval, denial, eligibility, changes or termination of services. They are not for general complaints about DVR or DVR Staff.

To file a Fair Hearing with the Office of Administrative Hearings:

Resources for participants:

How to file a Discrimination Complaint

If you believe DSHS discriminated against you because of a disability, you can file a complaint with DSHS' Employee Relations Unit:

Assistance

If you need help with any of the above steps, please contact: 1-800-637-5627 or Washington Relay: 711

If you need an auxiliary aid or service for effective communication, please contact: dvr.languageaccess@dshs.wa.gov.

If you require an accommodation or modification of policies or procedures to participate in a program, service, or activity of DSHS, please contact the DVR ADA Coordinator at dvradacoordinator@dshs.wa.gov.

Your progress and satisfaction are important to us and DVR has several ways to help if you experience issues that get in the way of meeting your goals. Our resolve concerns page lists a number of ways to seek assistance. If you would like to file a complaint, please submit through the DSHS Complaint System. If you would prefer to speak to someone, you may reach out to our Fair Hearing and Constituent Affairs Administrator at 1-800-637-5627.

The Client Assistance Program (CAP) is an advocacy program that can answer your questions and provide information about your rights and responsibilities as a Division of Vocational Rehabilitation client. CAP also provides assistance to clients to help mediate and solve concerns that arise in the rehabilitation process.

What's the best way to contact CAP?
Contact CAP by calling or texting, email or visiting their website:

Phone: 206-849-2939 (call/text)
Email: washingtoncap2@gmail.com
Website: http://www.washingtoncap.org/