ADA Accommodation Process: Case Manager Making Client Assistance Coordinator (CAC) Referral
If a requested ADA accommodation is something you would not normally do, or no accommodation readily presents itself or the client requests seeing the CAC or if it is not clear that the client is disabled, more formal procedures apply for the ADA Accommodation process.
Important: If the client expresses a preference to be seen by the CAC, a referral must be made. Every effort to locate a CAC and direct the client to that CAC will be made. If an immediate referral is not possible, you must work with the client and the CAC to schedule a time. See Schedule Appointment Page – Client Assistance Coordinators (CACs)
Note: If you and the client are having difficulty completing the screening at any point – for example if the client really isn’t sure what type of disability s/he has or what type of help s/he may need – if the client wishes, you must refer the client to the CAC at that point in the process and have the CAC complete the screening.
You must still complete the Accommodation/Special Assistance Screening page following procedures found in: ADA Accommodation Process: Case Manager Approving Accommodation. Once the page is completed, a referral must be made to the CAC.
To Make a CAC Referral
(depending where you are in the workflow):
CAC will contact client – if the client wants to see or speak to the CAC at the time of the referral, and the CAC is available, or if the CAC will later contact the client; go to the Referral field of the Accommodation/Special Assistance CAC Referral page and click Local or Central for the print destination on the Referral field. If the CAC is available to see or speak to the client at the time, walk the client over to the CAC or direct the call to the CAC. Whenever you are forwarding a call to the CAC, you should first try to reach the CAC directly by placing the client on hold and phoning the CAC. If the CAC or client cannot meet in person or talk on the phone that day, the CAC can schedule an appointment for the client using the CAC Appointment letter. See Schedule Appointment Page – Client Assistance Coordinators (CACs)
Note: The electronic referral to the CAC will contain the following client demographic information (name, AP ID, address and phone number) and the TAO name. Once a referral is made, the client’s name will appear on the Accommodation view: Pending Accommodation.
Client will contact CAC -- use this option if the client prefers to make contact on her/his own. Go to the AU Manager tab on the Accommodation/Special Assistance Disposition page and select the CAC Review Request button. No paper referral will be generated, but the client’s name will appear on the Accommodation view: Pending/Approved Accommodation View for client follow-up. Provide the client with the name and contact information for the appropriate CAC
CAC Referral Protocol
- If the client is on the phone with a First Available Worker (FAW) and the client is served by the TAO called, a referral to the in-house CAC should be made following the procedures on this page
- If the client is on the phone with a FAW and the client is not served by the TAO called, make a referral to the CAC in client’s TAO following the procedures the Accommodation Special Assistance Disposition Page – CACs and First Available Worker Model
- If the client is at the TAO; refer the client by contacting the CAC to determine next available appointment that day
- If the client is at the TAO; refer the client by contacting the CAC to determine next available appointment. If no availability for that day, the CAC will contact the client to schedule an appointment using the CAC Appointment letter
Important: You must never deny an accommodation request. Only a CAC can deny an accommodation request after consulting the TAO Accommodation Team.
For a list of current Client Assistance Coordinators (CAC) see List of Client Assistance Coordinators.
Related Topics
Last Update: January 4, 2016