Client Assistance Program
The Illinois Client Assistance Program (CAP), established as part of the Federal Rehabilitation Act of 1973, as amended by the Workforce and Innovation and Opportunity Act, is a federally funded program designed to help persons with disabilities in understanding and using rehabilitation services. The CAP program was redesignated to EFE effective June 30, 2022.
EFE was founded in 1985 and serves as an independent not-for-profit corporation and the protection and advocacy (P&A) agency in Illinois. EFE's mission is to protect the rights and interests of persons with all types of disabilities, including intellectual and/or developmental disabilities, mental illness, and physical disabilities.
Program Highlights
IDHS-DRS worked closely with EFE to assist in a smooth transition and orientation as EFE assumed the responsibilities for managing CAP. CAP provides DRS customers with assistance in helping persons with disabilities understand and utilize rehabilitation services.
| Summary of CAP Closures (10/1/23 - 9/30/24) |
Customers |
% of Total |
| All issues resolved in Customer's favor |
32 |
32% |
| Some Issues resolved in Customer's favor |
34 |
33% |
| Customer unresponsive/ uncooperative |
15 |
15% |
| Case lacks Merit for CAP intervention |
0 |
0% |
| Other |
16 |
16% |
| Withdraw complaint/no further intervention needed |
2 |
2% |
| VR Decision Determined Appropriate |
2 |
2% |
| TOTAL |
101 |
100% |
Vision for FY25
The CAP program focus in FY2025 will be to grow the program by:
Continue to build Independent CAP
- Serving individual customers, with targeted outreach to underserved populations,
- Engaging in strategic planning,
- Continuing to build up our website, materials, and resources, and
- Continuing to collaborate with DRS leadership to identify how CAP and DRS can best serve customers.
Goals for Effectively Serving Individual VR Customers and CIL Consumers
- Serve 50+ individuals under the CAP program,
- Collaborate with DRS on goals such as expanding transportation access and improving communication between DRS and employers,
- Identify trends from our individual representation and bring them to the attention of DRS leadership for discussion, including trends related to communication access, and
- Continue efforts to identify and address barriers to services faced by underserved communities.
Creating Self-Advocacy Materials
- Create and publish additional fact sheets on issues including VR services, effective self-advocacy, employment rights under the Title I of the ADA, and transition-related issues.
Outreach/training, including Priority Populations
- Expand outreach efforts to WIPAs and other benefits counselors who work with SII and SSDI,
- Develop and provide training to DRS offices focused on issues that frequently arise in CAP cases,
- Continue trainings about topics including VR services, effective self-advocacy, employment rights under the Title I of the ADA, transition-related issues, and
- Target specific populations for outreach, including:
- Court-Involved Youth
- Individuals with IDD, including individuals living in Community Integrated Living Arrangements (CILAs) or State Operated Developmental Centers (SODCs)
- Individuals with mental health diagnosis
Disability Determination Services
The evaluation of claims for the federal disability program is administered through the Illinois Bureau of Disability Determination Services (BDDS), which determines the eligibility of Illinois citizens to receive benefits under the Social Security Administration's (SSA) disability programs. The BDDS' budget is 100% federally funded by the SSA. Employees at BDDS understand these benefits are crucial for Illinoisans looking to build a secure foundation for their lives.
In FY24, IL BDDS received an Associate Commissioner Citation for the Top-Quality Achievement Award in Recognition of Sustained Outstanding Quality Performance over four consecutive fiscal years, from 2021-2024.
Each claim received by the IL BDDS is subject to strict Social Security Administration (SSA) requirements for quality control, accuracy measures, confidentiality, and processing time parameters. IL BDDS ranked 7th in the nation and is considered a large state for their Quality. Quality is Social Security Administration's highest level of review and is as critical to the integrity of the claim. This achievement is a testament to the unwavering commitment to excellence demonstrated by the staff of the IL BDDS.
QA Initial Performance Accuracy Rate for Federal Fiscal Year 24
| National Rate |
Regional Rate |
Illinois Rate |
| 95.2% |
95% |
96.9% |
The mission of the Illinois Bureau of Disability Determination Services (BDDS) is to make accurate, timely disability decisions based on objective medical documentation, and as appropriate, consideration of vocational history, including age, education, and previous work experience. The final decision on disability is made based on objective evidence by highly trained adjudicators in collaboration with a professional medical consultant.
Initial claims were assigned to examiners 63% faster in FY24, reducing the average number of days IL citizens waited for their initial claims from 212 days to 78 days. Meaning IL Citizens will be receiving their decisions in a timelier manner. In FY25, BDDS intends to extend their Inquiry Line to answer claimant and advocate calls coming into the toll-free number in a more expeditious manner providing case status.
In FY24, BDDS cleared 118,896 applicants, a 16% increase over FY23.
| Case Type |
FY 2023 Actual
Clearances |
FY 2024 Actual
Clearances |
FY24
% Target |
| Initials |
54,459 |
84,549 |
94% |
| Reconsiderations |
15,445 |
15,490 |
104% |
| Continuing Disability Reviews |
21,838 |
14,406 |
95%* |
| Other |
8,169 |
4,451 |
57% |
| Total: |
99,911 |
118,896 |
93% |
The IL DDS strives daily to make both accurate and timely decisions for all IL citizens who apply. Each disability application received by the BDDS is thoroughly reviewed employing precise SSA requirements and the disability determination is made utilizing objective evidence coupled with information received from the applicants and those who know them. In FY25 BDDS aims to increase their case reviews by 10% and serve more than 130,000 applicants.
| Case Type |
Service Goal FY 2025 |
| Initials |
93,575 |
| Reconsiderations |
15,724 |
| Continuing Disability Reviews |
15,430 |
| Other Case Types |
5,690 |
Recruitment and retention of qualified case reviewers is essential to the work of the BDDS. In FY 24, the SSA funded nine (9) hires with seven (7) being examiners in training and two (2) clericals.
With SSA Hiring Authority, BDDS intends to bring on at least 45 Trainees in FY25 in order to adjudicate disability cases for IL Citizens in an efficient manner. New trainees will allow BDDS to develop their workforce capacity and
- Continue robust training programs to provide refresher training, supplemental trainings, training on the new case processing system, and soft skills such as writing, organization, intuitive thinking.
- Continue the one-on one mentorship program.
- Develop the New Adjudication Section of specialized staff who adjudicate special claim types and adjudicate abandoned backlogs. Within the Adjudication Section, two units will work with examiners who are struggling to meet goals to provide intensive review of casework and provide intensive training. BDDS aims to develop and create life-long DHS employees.
In FY24, BDDS held an Annual Appreciation Reception recognizing staff with bountiful awards and Kudos (pictured below). Other efforts to ensure staff retention included monthly communication newsletters, suggestion boxes, and the formation of special workgroups to address employee concerns.
