Consumer's Rights in the Rehabilitation Process:

If you are applying for VR services, you have the right to:

• Have your eligibility determined in a timely way, regardless of sex, race, religion, color, age, national origin, residence, physical/mental disability, or political affiliation
• Be informed of a sufficient delay in provision of services
• The timely delivery of services
• Take part in planning your vocational goals and services needed to accomplish these goals
• Receive the services you need to reach your vocational goals (if eligible for VR services)
• Be informed of decisions and actions related to your case. Read more in the "Disclosure" section..
• Request and receive a timely review if you are dissatisfied with any actions or decisions by OVR staff
• Contact your local Client Assistance Program (CAP) for assistance in resolving any dissatisfaction you may have with any actions or decisions by OVR staff. See the "Client Assistance Program" (CAP) and "Appeals Process" sections of this site for more information.

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Consumer's Responsibilities in the Rehabilitation Process

No one will play a more important role in working toward a successful employment outcome than you. As a consumer, you have the responsibility to:

• Work closely with your VR counselor to provide accurate information about your disability, limitations, capabilities, education, work experiences, etc.
• Fully participate in the selection of needs assessment and rehabilitation services providers
• Maintain regular contact with VR counselors and keep all scheduled appointments
• Cooperate in using other community services when available when they can be of help in the VR program
• Maintain satisfactory performance and regular attendance
• Ask questions if you do not understand any aspect of the program
• Keep in touch with your counselor by letter or telephone. If you move, let your counselor know your new address and telephone number.
• Participate fully in developing your Individualized Plan for Employment (IPE)
• Make every effort to identify and apply for other sources of funding that will help pay for your vocational rehabilitation program
• Maintain satisfactory performance and regular attendance if you are in a training program or a job.
• Let your counselor know, on a regular basis, how well you are doing or what problems you are experiencing with your program
• Accept a job that meets your needs
• Work with your counselor to look for job openings and to go for interviews when you are ready to work
• Let your counselor know when you become employed. For at least three months after you start your job, keep in contact with your counselor to let him or her know how things are working out and whether you need any assistance

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Counselor Responsibilities

At minimum, it is your counselor's responsibility to:

• Offer counseling and guidance
• Keep your information confidential
• Inform you of resources available to you and give you specific referrals as appropriate
• Give you information on your rights and remedies, including the Appeals Process if you are not satisfied with VR services received
• Give you information on the Client Assistance Program (CAP) and how to contact CAP
• Assist in the coordination of services needed for your plan
• Review your progress on an agreed-upon schedule, at least annually
• Reach an agreement with you and provide a written amendment for your signature if there are substantive changes in your plan
• Keep you fully informed throughout the process, including the opportunity for a full consultation when your case is closed

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Case Closure

Your record of services (also called your case file) may be closed for a variety of reasons. The best reason, of course, is because you've been satisfactorily employed for at least 90 days. Other reasons for closing your record of services may include the following:

• You are no longer eligible for services.
• You are not available to complete the assessment for determining eligibility and/ or priority for services
• You cannot be located or could not be contacted because your telephone number is changed or disconnected or you have moved out of the CNMI
• You choose not to participate or continue in the VR program
• You fail to co-operate in the rehabilitation process

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Appeals Process

OVR wishes you success in your rehabilitation program. If have any questions or problems while you are an OVR consumer, you are encouraged to talk with your VR counselor or you may call the Client Assistance Program (CAP).

If you are dissatisfied with any decision of OVR, you may at any time, file a formal request for a Fair Hearing with an Impartial Hearing Officer. However, many problems can be resolved informally and in a timely fashion. We recommend taking the following steps should any problems arise.

• Counselor.
  • Most misunderstandings and problems can be solved by talking them over with your rehabilitation counselor. Sometimes your counselor may not know that you are having a problem or are not satisfied with the services you are receiving. It is up to you to tell your counselor.
• Administrative Review.
  • If you are not happy or satisfied with the services or decision you received from your counselor, you may request a review by the supervisor of your Counselor, in this case this will be the Case Service Manager.
  • If you are not happy with the decision of the Case Service Manager, you may request a review by the Director of Office of Vocational Rehabilitation.
• Mediation.
  • Mediation is another option for resolving disputes with OVR. Mediation is a voluntary problem-solving process, assisted by qualified, impartial mediators from outside VR.
  • The goals of mediation are to fully describe both sides of the conflict, explore options for resolving the problem and reach mutually satisfying solutions.
  • This service is free to applicants, eligible individuals and clients. You are welcome to bring a representative for support during mediation.
• Fair Hearing.
  • You may at any time submit a written request for a Fair Hearing to appear before an Impartial Hearing Officer. This is your opportunity to present information explaining why you believe OVR should change a decision it has made. To request for a Fair Hearing, ask your counselor for a copy of the Due Process policy and procedures (OVR Policy #3010).

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Confidentiality

OVR is committed to keeping any information you provide confidential.

The-Right to Privacy:

Only information about you that is relevant and necessary to carry out the purpose of the VR program will be collected. The information will be used only in processing your program of services, including resolving consumer complaints or appeals.

Right to Access:

You may request access to any of your records that are maintained by the Office of Vocational Rehabilitation. The Office of Vocational Rehabilitation shall promptly let you or your chosen representative inspect or give you copies of any document or item of information in your file. However, in certain situations where OVR deems that release of certain information may be harmful or have an adverse effect on you, you will be asked to designate in writing a medical representative or a psychologist through whom this information may be disclosed to you.

The right to request an amendment to your records:

You can seek correction of any misinformation in your records by making a request to your counselor. The request should be in writing and as specific as possible.

This statement will be put in your records.

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Disclosure

All requests for client information that do not come directly from the client, must be accompanied by a release form supplied by the Office of Vocational Rehabilitation. You must sign this form before OVR can release information to anyone, such as a family member.

All persons allowed access to your records are prohibited from redisclosing this information to anyone else without your specific, informed, written consent.

There are rare instances where information may be released without your informed written consent. Such as when required for legal proceedings or if there is a threat to health or safety.

Note:

The Rehabilitation Act of 1973, as amended, gives the Office of Vocational Rehabilitation the authority and duty to obtain information relevant and necessary to provide services which will allow you to achieve your career goals.

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Discrimination

Discrimination occurs when a person is treated differently based on the person's disability, age, sex, race, religion or other status protected by law.It is the Office of Vocational Rehabilitation policy to provide services to qualified persons with disabilities, without discrimination on the basis of physical or mental disability, age, sex, color, ethnic group, race, national origin, ancestry, religion, medical condition, sexual orientation, residency, or marital status.