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Frequently Asked Questions

What is a Consumer?

A Consumer is a person with a significant disability who agrees to accept the services of the Independent Living Resource Center of N. E. Florida by participating in an intake process consisting of:

An intake interview with an employee of the ILRC in initiate and document the individual's status as a Consumer;
Development of an Independent Living Plan with appropriate goals, or signing a waiver of an ILP; and
Completion of other appropriate documents: voter registration, Client Assistance Program, etc.

What is an Independent Living Plan?

A Consumer has the right to develop an Independent Living Plan (ILP) that sets goals for the Consumer to reach independence. The ILP is Consumer driven and ILRC staff will only act in an assistive role in this process. Once a Consumer learns about the services offered by the Center, the consumer has the right to develop goals that she or he would like to achieve. Goals will include actions steps and identify roles and responsibilities of Consumer and staff. An ILP includes a Consumer/Staff Agreement that both people sign to ensure that both will work together on these established goals.

Am I required to complete an Independent Living Plan to receive services?

No, the Consumer has the right to sign an ILP waiver that states you would like to delay creating an ILP at this time. If you choose not to complete an ILP, you may still participate in services and this will be documented in your Consumer Service Record.

What does Consumer Control and Consumer Driven mean?

The ILRC is a Consumer controlled and Consumer driven organization. This means the Center gets Consumer input on what services are being provided and direction on how the ILRC is operated. Consumers are also involved with governing Board of Directors via Consumer Advisory Council.

Will the staff keep my information confidential?

The Center staff is advised that all information gained or shared, either directly or indirectly, about Consumers is private and shall remain confidential. Consumer Services Records (CSR) are kept in a locked file cabinet to ensure confidentiality. Only ILRC staff and representatives of funding sources have access to the CSR's. Consumers have the right to review their file at any time. Consumers may request in writing to have the ILRC release copies of its records. No information shall be released to a third party unless a Release of Information form is signed by a Consumer giving such permission. Confidentiality may not be breached except in the following circumstances: 1) when the Consumer poses imminent danger to him/herself or others, 2) when abuse or neglect is suspected, 3) court order, or 4) in certain situations as a result of a subpoena.

How do I become eligible for service?

Information and Referral services are available to anyone calling or writing the ILRC. For other services, recipients must possess a significant disability, have a record of possessing a significant disability or be regarded as possessing a significant disability. With permission of the Consumer, family members, employers, employees, coworkers, landlords, and friends of Consumers may receive services of an advocacy or training nature which will directly assist the Consumer. Services will be provided to or on behalf of a Consumer only with his or her permission. Consumers must live in the 7 county region served by the ILRC.

Can I be suspended from services?

A Consumer may be suspended from utilizing the ILRC program and from receiving personal services. Justificaiton for suspension will be put in writing and the Executive Director will make the final decision. A Consumer will always be referred to another agency that might help the Consumer. When, in the judgment of the Executive Director, the situation has been satisfactorily resolved, the ILRC may continue to provide services.

Who do I contact if I have a complaint about the Center?

The following procedures have been developed for Consumers who are not satisfied with ILRC services or staff:

Discuss the matter directly with the staff member that you feel is not assisting you.
If not satisfied, then submit a written or taped statement of your grievance to the Executive Director. The Executive Director will make a decision within two weeks.
If still not satisfied, you can submit a written statement/tape to the Board of Directors who will make a final decision within one month.
Consumers may also file a complaint with the Advocacy Center for Persons with Disabilities, Inc., Client Assistance Program (CAP). You may contact CAP at the following address or phone: The Advocacy Center, Inc., 2671 Executive Center W., Suite 100, Tallahassee, FL 32301, 1-800-342-0823 (V), 1-800-346-4127 (TDD only)
Consumers can access any of these options at any time.

Is staff able to give me my medication?

No drugs or medication of any type may be administered by any representative of the ILRC.

If an unusual incident occurs while I am at the ILRC, what should I do?

An unusual incident is any event which could cause a liability to the Center. Examples includes; unfriendly, physical contact between anyone; unprofessional conduct; property damage; injury to anyone at the Center; breach of confidentiality; illegal contraband in the facility including weapons; or verbal or physical threats. A Consumer is requested to report any incident to a staff member, which will then be reported to the Executive Director within one hour of the incident. All incidents shall be treated as strictly confidential and may not be discussed with anyone without prior approval of the Executive Director.

What happens if I get caught at the Center with contraband?

There will be no alcoholic beverages, illegal drugs, firearms or weapons allowed at the ILRC, nor at any function where ILRC programs are held. If a Consumer is engaging in an activity that poses a threat or causes other disturbances, the Center staff will take all measures to ensure a safe environment is maintained at all times for staff, visitors, and Consumers.

Would my group be able to use the Center for a monthly meeting?

The ILRC offers the use of its building to disability related organizations for meetings, classes, or social functions. To ensure security is maintained, an ILRC staff member must be present at all times when the building is in use.

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2709 Art Museum Drive Jacksonville, Florida 32207 (904) 399-8484 V/TTY Monday - Friday, 8 a.m. to 5 p.m.