Referral and application are the entry points into the VR process. A referral occurs when an individual, family member, school, workforce partner, medical provider, community organization, employer, or other entity contacts the VR agency on behalf of a person who may benefit from VR services. Application occurs when an individual provides the information necessary to request VR services and begin the eligibility determination process.
This stage is critical because it shapes the individual’s first experience with the VR agency and can set the tone for future interactions. Prompt, accessible, and equitable intake practices can improve engagement, reduce delays, and help individuals understand what VR can offer.
Requirements in Law and Regulation:
Under 34 CFR § 361.41, Processing referrals and applications, VR agencies must establish and implement standards for the prompt and equitable handling of referrals, including referrals from the one-stop service delivery system.
The regulation requires VR agencies to:
- Establish timelines for making good faith efforts to inform referred individuals about application requirements.
- Gather information necessary to initiate an assessment for determining eligibility and priority for services.
- Ensure that an individual is considered to have submitted an application when the individual or the individual’s representative:
- Has completed and signed an agency application form, or
- Has completed a common intake application in a one-stop center, or
- Has otherwise requested services, provided information necessary to initiate eligibility assessment, and is available to complete the assessment process.
It is important for the VR agency to provide applicants with information about the Client Assistance Program (CAP), rights and remedies, and the availability of services in accessible formats and appropriate modes of communication.
Considerations:
VR agencies should ensure that referral and application procedures do not create unnecessary barriers. Common concerns include overly complex application forms, delays in contacting referred individuals, unclear handoffs from schools or workforce partners, inconsistent intake practices across offices, and insufficient documentation of application dates.
Agencies should also be attentive to access issues for individuals who need interpreters, assistive technology, plain language materials, transportation assistance, or support from a representative. The application process should be accessible to individuals with cognitive, sensory, psychiatric, physical, and communication disabilities.
Agencies operating under an Order of Selection should be especially clear that application and eligibility determination are distinct from service provision. Individuals may still apply and be determined eligible even if the agency cannot immediately serve all priority categories.
Effective Practices:
Effective referral and application practices include:
- Maintaining clear referral pathways with schools, American Job Centers, Centers for Independent Living, behavioral health providers, developmental disability agencies, correctional reentry programs, homeless service providers, employers, and community- based organizations.
- Using plain language application materials.
- Offering multiple application methods, including in-person, phone, online, paper, and partner-assisted options.
- Tracking referral date, contact attempts, application date, and eligibility due date in the case management system.
- Establishing “warm handoff” procedures with schools and workforce partners.
- Providing early orientation materials that explain VR services, individual rights, informed choice, confidentiality, CAP, and the general VR process.
- Utilizing one or more individuals in the agency to act as an intake unit that handles all applications for a service area or statewide,
Applicable Laws and Regulations:
- 34 CFR § 361.41 — Processing referrals and applications
- 34 CFR § 361.42 — Assessment for determining eligibility and priority for services
- 34 CFR § 361.57 — Review of determinations made by designated State unit personnel
- 34 CFR part 370 — Client Assistance Program
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