DPSS ePolicy

RMR Application

The RMR Application is an ORACLE web-based system designed to be accessed via the DPSS Portal.  The application centrally records and tracks all requested accommodations/modifications, sends electronic notifications, and stores completed requests in a centralized location.

Americans with Disabilities Act

The Americans with Disabilities Act (“ADA”) are laws designed to protect the civil rights of people with disabilities.  These laws prohibit discrimination by guaranteeing equal opportunity for individuals with disabilities in public facilities, commercial facilities, employment, transportation, State and local government services, and telecommunications.

ADA Title II Coordinator

The ADA Title II Coordinator is responsible for coordinating the Department’s efforts to comply with Title II.

ADA Hotline

The Department’s telephone hotline available to persons with disabilities who wish to request an ADA reasonable accommodation/modification and/or file an ADA complaint.

Reasonable Accommodation/Modification

An accommodation/modification to policies, practices, or procedures to ensure all programs and services are accessible to individuals with disabilities.

User Profile

A user profile is a collection of settings and information associated with a user.  The RMR Application users will include:

• ADA Hotline Staff
• ADA District Liaisons
• Civil Rights Section (CRS) Manager
• RMR Manager
• CRS Investigator

ADA Hotline Staff

CRS staff who screen and handle calls from customers requesting an accommodation/modification due to a mental or physical impairment(s).  Hotline staff send reasonable accommodation/modification requests via the RMR Application to Customer Service Liaisons/ADA Liaisons/ADA Eligibility Supervisors (ES) in district offices.

District Liaisons

The District Liaisons are:

• Customer Serivce Liaisons outstationed in General Relief (GR) district offices,
• ADA Liaisons in both GR and non-GR district offices, GAIN, IHSS, and WFP&I, and ASH offices, and
• ADA ESs are in both GR and non-GR district offices.

ADA Customer Serivce Liaison (CSL)

A manager at the level of Human Services Administrator I (HSA I) outstationed in a GR district office who ensures ADA policy compliance, coordinates accommodations/modifications for people with disabilities, and supports district office personnel in providing quality customer service.  The CSL will have access to the RMR Application.

ADA Liaison

A manager at the level of a HSA I in GR and non-GR district offices, GAIN, IHSS, and WFP&I, and ASH offices who ensures ADA policy, coordinates accommodations/modifications for people with disabilities, and supports district office personnel in providing quality customer service.  The ADA Liaison will have access to the RMR Application.

Civil Rights Liaison (CRL)

A manager at the level of HSA I who is responsible for ensuring implementation of Civil Rights policy at their respective offices and provides information to customers wishing to file civil rights complaints, among other duties.

CRS Manager

The CRS Manager is the Civil Rights Unit manager who oversees Civil Rights complaints and monitors the performance of investigations.  The CRS Manager will receive and assign ADA-PUB 1 forms and other ADA/Disability discrimination complaints to Civil Rights Section investigators.

RMR Manager

A group of RMR Application Administrators in the Civil Rights and Line Operations Development sections who will monitor and follow-up on submittals in the RMR Application.

CRS Investigator

CRS Investigators are Civil Rights Section Program Assistants who review discrimination complaints and conduct investigations.  Investigators will receive, process, and investigate ADA-PUB 1 forms and other ADA discrimination complaints.

ADA Eligibility Supervisor

The ADA ESs are supervisors located in both GR and non-GR district offices.  They assist the CSLs and ADA Liaisons to ensure compliance with ADA policy, coordinate accommodations/modifications for people with disabilities, and support district office personnel in providing quality customer service.  The ADA ES will have access to the RMR Application.

ADA Hotline Call Referral

ADA Hotline call referrals are emailed to designated district office staff when a customer calls the ADA Hotline and requests a reasonable accommodation/modification.

ADA-PUB 1

A DPSS ADA Complaint form used to file a complaint.

ADA-PUB 2

A DPSS ADA Request for Reasonable Accommodations/Modifications form used by customers who have or may have a disability and wish to request a reasonable accommodation/modification.

Acknowledgment Letter

The Acknowledgment Letter is sent to the customer by the District Liaison when there is a loss of contact or if the customer has elected writing as his/her preferred method of communication.  The letter must be mailed out to the address provided, if available.  The letter informs the customer that his/her request for a reasonable accommodation/ modification has been received and someone will be in contact with them within five (5) business days to make the appropriate arrangements.

Loss of Contact

When a customer is unable to be reached at the telephone number provided or he/she fails to make contact with the district office.

Overdue Notification

A RMR Application generated email that is sent to the assigned District Director to notify him/her that the request was not completed within the five-day time frame and is now overdue.

RMR Application User Guide

This AR has been developed with an adjoining attachment which is a user guide that contains detailed, step-by-step instructions for each of the user profiles.  Please refer to this user guide for complete how-to instructions.