Resolving Concerns

We want to help all DVR customers reach their employment goal. If you have concerns 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. We welcome you to utilize whichever following option, or options, works best for you:

  1. Talk with your VR Counselor about your concerns and give your Counselor a chance to explain the actions taken or decision made in your case.
  2. Speak with the VR Supervisor in the office where you receive services to discuss your concerns.
  3. Ask your VR Counselor or VR Supervisor for information on how to submit a request for an “Exception to Policy.”
  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 (see No. 4), for information about how to request an administrative review (fair hearing). A fair hearing is a formal review by an Administrative Law Judge of a specific decision made by DVR in your case.  Click here to watch a video about the fair hearing process. The following resource videos can assist you in preparing for a fair hearing: “Quick Tips for Independent Hearing Witnesses” and “Pro Se VR Customer Hearing Tips” 
  7. Contact the Client Assistance Program (see below).

Client Assistance Program (CAP)

The Client Assistance Program (CAP) is a private nonprofit advocacy organization committed to supporting individuals with disabilities by explaining their rights and responsibilities as applicants or clients of DVR. CAP is a non-governmental organization. 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.