Need Assistance?


Contact us from 8am-5pm Eastern Time by phone at (703) 614-8416, (571) 384-5629 VP, or anytime by email at cap@mail.mil.

Solutions

Q: What types of assistive technology does CAP provide?

A: CAP provides assistive technology for employees, wounded Service members and members of the public who require access to information and computer technology, including telecommunication systems. For a comprehensive list, please refer to our Accommodations Solution section.

Q: I do not see the item that I would like to request on the website. Are these items the only ones I can choose from?

A:  No, the items on the website are a sample of the most requested items provided by CAP and are available for procurement via Blanket Purchase Agreement (BPA). Customers requesting an accommodation listed on the Blanket Purchase Agreement (BPA) approved list of products should expect their accommodations within 15-30 business days. Customers requesting accommodations not listed on the BPA should expect a 30-60 business day delivery timeframe and expect to provide supporting justification for why the BPA item will not suffice. Technical services that are not available on our BPA can take up to 120 business days.

Q: Does CAP provide chairs?

A: CAP can provide specific ergonomic chairs to ONLY DoD employees with disabilities or debilitating conditions that specifically affect: Neck, Shoulders, Back and Hips/Pelvic Area.

Acceptable medical documentation includes; Doctor’s Note, VA Disability Ratings Sheet or Workers’ Compensation Acceptance Letter that states a diagnosed condition affecting the above mentioned areas.  CAP is only providing the following chairs listed on our website; these are the ONLY chairs that are available through CAP; no substitutions or customizations.

CAP cannot provide chairs to employees who Telework, contractors, interns (WRP or others), or Non-DoD agency employees.

Q: How can I get a larger monitor?

A: CAP can provide specific monitors to Federal employees and Active Duty Service members with disabilities or debilitating conditions that affect vision.

Acceptable medical documentation includes: Doctor’s Note, VA Disability Ratings Sheet or Worker’s Compensation Acceptance Letter that states a diagnosed condition affecting the individual’s vision. The monitors can only be provided after a needs assessment or a complete justification describing the employee's job functions and how the larger monitor will be used.  Please submit a needs assessment request for a monitor at www.cap.mil.  CAP is only providing the following monitors listed on our website; these are the ONLY monitors that are available through CAP; no substitution.

As is CAP’s standard policy, CAP cannot provide accommodations to contractors.

Q: I am scheduled to participate in training. Am I able to request a sign language interpreter?

A: CAP funds interpreting services for DoD related training sessions lasting two days or longer. Funds are not available for training sessions hosted by private entities. They are required by law to make their training sessions accessible. If a DoD job related training/course is conducted two days or longer the total requested hours must be at least 16 hours. Please provide the following information when submitting a CAP request (must be submitted 30 business days prior to the training/course):

  1. Copy of training/course description
  2. Copy of training/course registration
  3. Start and end dates
  4. Start and end times for each day
  5. Address of training/course
  6. On-site Point of Contact's (POC) information, including phone number and email address
  7. Any special instructions, such as: Security clearance interpreters needed; Logistics needs, such as parking arrangements, public transportation
  8. The requesting DoD agency must comply with the Sign Language, Oral or Tactile Interpreting agency's cancellation policies (usually 48 or 72 hours).  Please email the CAP Assessment Team at least one week (five business days) before the scheduled training/course, if you need to cancel. For reasons other than personal emergency, the requesting agency may be held responsible for any late cancellation fees.

Q: Where will the acccommodation be delivered?

A: Equipment will only be delivered to a Federal government facility. We will deliver to the official work address provided in the CAP Request Form.

Q: How do I know if an assistive technology device, either hardware or software, is certified for use on my organization's mainstream computer/telecommunication equipment and/or network?

A: In most cases, CAP staff members do not know which products are approved for your organization, as every organization has their own process for certifying products.  CAP recommends that you check with your agency's IT department, IT help desk, or the Resource Information Management Office when trying to confirm if a product is approved for use. CAP staff members will work with you and your agency's designated officials to assist in the certification process by discussing specific assistive technologies and assisting agency personnel as needed.

Q: Who installs the assistive technology?

A: Assistive technology should be installed by your organization's information technology support staff. CAP is not responsible for installing assistive technology.

Q: Can assistive technology training be provided?

A: CAP can provide you with an on-site, certified trainer upon request. Certified training is available for some, but not all, assistive technology hardware or software applications. Many of these applications have training materials available electronically (either via DVD or online) and customers are encouraged to utilize these training materials first.

Q: Does CAP provide upgrades to assistive technology?

A: Yes, if you require an upgrade to your current assistive technology, please submit a new CAP Request Form that identifies the version of your technology, the serial number and the upgrade you need.

Q: Does CAP provide assistive technology to Wounded Service Members?

A: Yes, please visit CAP's Wounded Service Member Initiative website for more information.

Q: Does CAP provide assistive technology to Guard/Reservists?

 A: Yes, CAP can provide accommodations to any Guard/Reservist as long as that member is currently on Active Duty orders. Once the Service member returns to a non-active status, CAP can no longer provide accommodations for that individual.

Q: Does CAP provide assistive technology for federal contractors?

A: No, CAP does not provide assistive technology for federal contractors.  That is the responsibility of the employer.  If the federal agency has contractors working in federal space and/or on federal networks, the agency may opt to provide the contractors with the assistive technology.  However, it is CAP policy to not purchase assistive technology for contractors.

Q: Does CAP provide assistive technology for prevention of work related injuries?

A: No, unfortunately CAP cannot provide assistive technology for the prevention of work related injuries. Review CAP's Workplace Ergonomics Reference Guide to learn how you can prevent work related injuries.

Q: Does CAP provide assistive technology for federal interns with disabilities?

A: Yes, CAP will provide assistive technology for interns with disabilities that are paid employees of federal agencies.  CAP has provided Workforce Recruitment Program (WRP) for College Students with Disabilities

Q: Does CAP provide assistive technology for agencies to use in point of services for members of the public or office communications?

A: Yes, CAP provides assistive technology to help increase public access to federal services and information.  Furthermore, CAP provides assistive technology to increase communication access between and amongst employees with and without disabilities.

Q: Who can I contact if the assistive technology is not delivered in the expected timeframe?

A: Customers requesting an accommodation listed on the Blanket Purchase Agreement (BPA) approved list of products should expect their accommodations within 15-30 business days. Customers requesting accommodations not listed on the BPA should expect a 30-60 business day delivery timeframe. Technical services that are not available on our BPA can take up to 120 business days. If you have not received your accommodation and the allotted time has passed, please contact CAP at 703-614-8416, or via email at CAP@mail.mil.

Q: What is the policy if the assistive technology that is received does not meet my needs or is not functioning?

A: If you have received inappropriate technology, immediately contact CAP customer service for information on the CAP exchange policy. CAP customer service can be reached at 703-614-8416 or via email at CAP@mail.mil.

Q: What should I do if my order arrives damaged or does not function?

A: If your item arrives damaged or does not function, please keep all the packaging materials and immediately contact CAP at 703-614-8416 or via email at CAP@mail.mil for information on the return process.

Q: Does CAP provide repair or routine maintenance for accommodations?

A: No, CAP does not process requests for the repair or routine maintenance of accommodations; the employee's agency should handle such requests internally through its IT or IRM department or contract a vendor to perform the necessary repairs. Some accommodations are under a manufacturer warranty while some software packages may have upgrades or patches available- allowing for a return merchandise authorization or free download. If your product does come with a manufacturer warranty, be sure to complete the form provided and submit that document to the manufacturer directly as soon as you receive the product.

Q: What happens to the assistive technology should the employee using it leave the agency/organization?

A: When CAP purchases assistive technology for an employee the equipment becomes the property of the employee's agency. CAP is not in a position to dictate to agencies how they manage their equipment. Therefore, the individual agencies have the freedom to decide if equipment should go with the employee if they change federal jobs, or stay with the agency.

In our effort to be "green", CAP strongly encourages agencies to transfer their assistive technology with the federal employee to another federal job. The equipment should stay within the federal government system. This would reduce the timeframe for replacement of the equipment for the employee, reuse the technology and save federal funds.

Q: I know my disability, but I am not sure what kind of assistive technology I need. Where can I go for help?

A: The CAP Technology Evaluation Center (CAPTEC) is located in the Pentagon and  houses a wide variety of assistive technologies available for employees to try. Upon request, CAPTEC staff can meet with you to learn about your disability, discuss your workplace requirements, and assist you in identifying the accommodation(s).

If you unable to visit CAPTEC, a CAP staff member may be able to provide an assessment over the phone. If you are interested, please contact cap.assessment@mail.mil.