Resolving Concerns

Options for Getting Help with Your DVR Services

We want to help you reach your employment goals. If you have concerns about your DVR services, there are several ways to get help.

Choose the options that works best for you:

Talk with DVR: We encourage you to talk with your Vocational Rehabilitation Counselor about your concerns, the actions taken or decisions made in your case. This can help improve your relationship with your VR Counselor.

Ask for Help: Contact your Vocational Rehabilitation Counselor, Supervisor, a Regional Administrator, the Fair Hearing & Disability Access Administrator, or DVR Director.

Request a Case Review: You can request a review of your case by contacting your Vocational Rehabilitation Counselor, the Vocational Rehabilitation Supervisor, Regional Administrator or Fair Hearing & Disability Access Administrator.

Contact Client Assistance Program: CAP is a program that helps people with concerns about their DVR services. You can contact CAP by:

Request an Exception to Rule: You can ask for an exception to a rule by writing a request to your VR Counselor or VR Supervisor. In your request, explain which rule you're asking to change, why you're asking for the exception, and how long you need the exception.

Request Mediation: Mediation is a voluntary process to solve problems with DVR with help from a neutral mediator:

  • You and the DVR representative must agree to mediation.
  • The mediator listens to both sides and helps find a fair solution.
  • You can still have fair hearing rights, see below.

To learn more, talk to your DVR counselor, VR Supervisor, Regional Administrator or Fair Hearing & Disability Access Administrator.

File a Complaint: Contact the DVR Fair Hearing & Disability Access Administrator if you need help resolving concerns or filing a complaint. You can contact the administrator by:

  • Filling out this webform (preferred method): WA DSHS Web Form
  • Calling: 1-800-637-5627

Request a Fair Hearing: If you disagree with a decision about your DVR services, you can ask for a fair hearing. You must ask for the hearing within 45 days of the date on the letter you received from your DVR Counselor. The hearing will take place within 60 days after the Office of Administrative Hearings gets your request.

Note: Fair Hearings are for specific issues like approval, denial, eligibility, changes or termination of services. They are not for general complaints about DVR or DVR Staff.

To file a Fair Hearing with the Office of Administrative Hearings:

Resources for Customers:

How to file a Discrimination Complaint

If you believe DSHS discriminated against you because of a disability, you can file a complaint with DSHS' Office of Justice and Civil Rights.

Assistance

If you need help with any of the above steps, please contact: 1-800-637-5627 or Washington Relay: 711

If you need an auxiliary aid or service for effective communication, please contact: dvr.languageaccess@dshs.wa.gov. 

If you require an accommodation or modification of policies or procedures to participate in a program, service, or activity of DSHS, please contact the DVR ADA Coordinator at dvradacoordinator@dshs.wa.gov.