AFP Best Practices: Program Operations & Success July 14, 2014 Tracy Beck, Pennsylvania Kathy Adams, Maine 1

Bios Tracy Beck – Operations Director, Pennsylvania Assistive Technology Foundation (PATF) – Kathy Adams OTL, ATP – Director of Maine CITE, Maine’s AT Act Program – Maine’s AFP, mPower Loan Program – 2

Founded in 1998 Low-interest loans up to $60k Mini-loans (direct lender) up to $1,500 Since 2000: $33 million in loans 3 FT & 4 PT staff 20 member Board of Directors 3

Maine: mPower Created by State Law in 1988, first in the nation – Funded with $5,000,000 Million State Bond Received AFP federal grant in 2005 of $750,000 mPower is a Direct Lender: loans up to $100,000 Since 1989, $23 million loaned to > 2100 borrowers 9 member Board (5 are consumers who use AT), – Governor appoints for 3 year terms – Subcontracted providers are Alpha One CIL and FAME “Financial Freedom” by Alpha One 4

AFP Quality Indicators (QI) QIs were developed to assist with quality, consistency and continuity of service delivery in the states and nationally Created by a national work group facilitated by RESNA Catalyst project – Published in February

AFP Quality Indicators Program Management A. Fiscal Management – AFPs account for funds according to EDGAR – Funds are only used for AFP specific costs – Complies with indirect cost requirements – Complies with audit requirements – AFP has written financial management policies 6

B. Contract Oversight – Lead Agency exercises appropriate fiscal and performance oversight of the AFP through its contract with the CBO (community based organization) C. CBO Requirements – CBO directly administers or supervises the administration of the AFP 7

D. Program Governance – AFP has an advisory board/board of directors that provides administrative guidance/oversight – AFP has a loan review committee that reviews loans applications, meets regularly – AFP has a written governance manual that outlines roles, responsibilities, expectations, limitations of the BOD and Loan Review committee E.Personnel Management – AFP has personnel to operate the program 8

Program Performance F. Emphasis & Expansion on Consumer Choice & Control – AFP is available as a funding source to all persons with a disability – AFP involves individuals with disabilities in decision making at all levels G. Timely & Equitable Access to the AFP – AFP is accessible to all consumers regardless of location, type of disability, age, income, type of AT – AFPs are physically and programmatically accessible to consumers, employees, contractors and volunteers 9

G. Timely and Equitable Access cont. – AFP provides culturally competent services – AFP has policies and procedures to ensure a timely review and processing applications H. Capacity to Continue Permanently – AFP implements appropriate investment of funds and has an investment plan that is annually reviewed and revised – AFP implements strategies for sustainability 10

I. DATA Collection and Use – AFP collects and reports cumulative Data about loans, devices, consumers and outcomes – AFP uses Data to improve its services Program Operation J.Policies, Strategic Planning & Quality Assurance – A comprehensive policy & procedure manual includes standard operating procedures, written and adopted by the BOD 11

J. Policies, Strategic Planning & Quality Assurance – AFP has clear policies on loan management – A detailed strategic plan has been developed by the MOD, is reviewed and updated as necessary K.Program Marketing – AFP employs broad strategies to market the AFP L. Underwriting and Lending Agreements – AFP has underwriting policies – If applicable, Lender agreement promotes the AFP program goals 12

M. Borrower Supports – AFP uses Customer and other feedback to measure and improve program performance – AFP assists potential applicants in making the best decisions through the application process – AFP maintains up to date and appropriate referral info – Potential/actual borrowers are educated in financial literacy throughout the loan process 13

M. Borrower Supports cont. – Asset development assistance/training is offered to potential borrowers – AFP has policies to continue borrower supports after the loan is booked – AFP has clear policies on an appeal process for denied applications 14

Loan Underwriting 15

Loan Underwriting Central loan hub: easy access for everyone Visual cues Database: update, update, update No files left behind Security: website, loan databases, , office space Redundancy is a good 16

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Pennsylvania AT Foundation: PATF 18

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Guaranteeing Loans The Voting Process 24

Guaranteeing Loans: A Web-Based Forum 25

Loan Underwriting Process: Remember! Regularly review the loan application, closing documents, policy guidelines, & security. Assure that underwriting practices and loan documentation are in accordance with current lending guidelines. 26

Maine: Emphasis on Consumer Choice & Control AFP Marketing strategies Offers Financial Literacy resources 27

Emphasis on Consumer Choice & Control Alpha One, statewide CIL staff works with all applicants 5 individuals with disabilities on the Board reviewing and deciding on loans – Training provided to new Board members – Recruiting these individuals can be a challenge: No consumer who has a loan can serve – Travel & PA costs are paid 28

AFP Marketing strategies Alpha One and FAME provide marketing as part of their contracts A Marketing Firm was retained in 2012 – Paid TV ads as well PSAs – Radio ads and sponsorships – s & snail mails of Advertising Cards State E licensure lists for OT, PT, ST, social workers 29

Offers Financial Literacy Resources Alpha One recognized the average consumer's/family need for financial literacy information – NEFE grant to create the Financial Freedom Guide 30

Thank You!!!! Tracy Beck Kathy Adams 31

Breakout Groups Take 15 minutes Review the AFP QIs, as a group Choose the QI that you practice well Choose the QI that you want to improve Report back…… 32