12.3 Reasons for Closing a Case without Determining Eligibility

Table: Reason for Closure without Determining Eligibility



Additional Closure Procedure



No notification is required.

No Longer Interested in Services

The consumer chooses not to participate in or continue with services, or the consumer's actions (or lack of action) make it impossible for the consumer to begin or continue services. Examples include repeated missing appointments for assessment, counseling, or other services.

Make sure that the consumer is aware of the services that are available.

Advise the consumer that he or she may reapply for services in the future, if needed.

Incarcerated in Prison or Jail

The consumer is in a prison, jail, or other criminal correction facility.

Advise the consumer or the consumer’s representative that the consumer may reapply for services when the consumer is released.


The consumer is in an institution such as a hospital, nursing home, or treatment centers).

Provide information about community-based services, when appropriate.


Services may be denied or ended for other reasons. For example, the consumer has achieved independence at home and in the community without receiving substantial services for CRS.

Document the reason for closure.

Referred to Another Agency or Program

Services of another agency or other program are more appropriate.

Follow the procedures in Chapter 4: Initial Contact, 4.3 Outgoing Referrals to Other Resources or Vocational Rehabilitation Services. 

Transportation Not Feasible

Suitable transportation for accepting or maintaining rehabilitation is either not available or not feasible (for example, too costly, inaccessible, and so on).


  • that you considered transportation alternatives; and
  • the reasons that alternatives are not available or feasible.

Unable to Locate or Moved Out of State

Contact with the consumer is lost after repeated attempts by telephone and mail has failed over a reasonable period, and the attempts are documented.

Also used when the consumer moves out of state and gives little evidence of returning any time soon.

Document your attempts to contact the consumer over a reasonable period.

If the consumer moves to another state and additional services for CRS are necessary:

  • when possible, provide the consumer with information about the services for traumatic brain injury or traumatic spinal cord injury that are available in the state where the consumer is moving; and
  • provide the out-of-state agency with copies of appropriate case file materials, upon request.

After closing the case in ReHabWorks (RHW), complete and print the closure letter available in RHW and mail it to the consumer.