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What is the Client Services Unit?

Client Services is the part of MOD that responds to individual issues by providing information and/or technical guidance and advocacy.  We are the first point of contact at the agency answering individual questions about disability rights, resources and government programs, and services.  We provide technical guidance and advocacy on disability rights and specific disability discrimination matters.

 

What is the Client Assistance Program?

CAP works to ensure that clients seeking vocational rehabilitation (VR) services from Mass Rehabilitation Commission and Mass Commission for the Blind or consumers seeking independent living (IL) services from the independent living centers are receiving those services according to regulation and policy.  Any applicant to or client of these programs may contact CAP confidentially to discuss an issue or concern.  At a minimum, CAP can discuss the issue, explain how things should work, and provide guidance in navigating the issue moving forward.  If a client/consumer would like CAP’s intervention, CAP will contact the VR or CIL and begin evaluating the case to determine the best approach for trying to resolve the matter. CAP may potentially contact third parties, attend meetings, and/or represent an individual at a hearing.  What CAP will do in any individual case will be determined on a case by case basis after review of the file and staff capacity.

 

What is the difference between the Client Services Unit and the Client Assistance Program (CAP)?

CAP is a program within the Client Services Unit.  CAP’s specific role is to provide information about vocational rehabilitation and independent living programs and to assist individuals who have concerns about the way in which they are receiving those services. The Client Service Unit provides information on a range of disability topics and technical guidance and advocacy on disability related discrimination issues.

 

What kind of information does the Client Services Unit provide to the public?

MOD has a broad mission and a general name.  Many people contact MOD because they have a disability and have a question about resources or rights.  We provide basic information about government programs, benefits, and services, and where to find them. With regard to rights, we similarly provide information about how various disability laws apply to specific situations.

 

I believe I have been discriminated against because of my disability.  What type of assistance can you provide? 

At a minimum you will have the opportunity to speak to a staff member who can tell you if there are disability laws that apply to the situation you present, who enforces those laws, and your potential recourse. MOD is not an enforcement agency but depending on the particulars of the situation, staff may be able to assist you informally in addressing your issue.

 

What does direct assistance look like from Client Services and will I be given an advocate?

The Client Services Unit does not provide advocates for general purposes or case management.  Client Services provides technical guidance and advocacy for specific disability discrimination matters in the areas of employment, state and local government, housing, education, and places of public accommodation.  CAP provides technical guidance and advocacy to resolve a specific VR or IL matter.

 

How can I reach the Client Service Unit?

You may reach us by phone (617) 727-7440 x 27309 or via email https://www.mass.gov/forms/contact-us .  Please leave a message on the voicemail box and we will return your call.

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