AFP Best Practices: Program Operations & Success

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

Bios • Tracy Beck • Operations Director, Pennsylvania Assistive Technology Foundation (PATF) • www.patf.us • Kathy Adams OTL, ATP • Director of Maine CITE, Maine’s AT Act Program • Maine’s AFP, mPower Loan Program • www.mpowerloans.org

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

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

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 2012

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

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

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 • Personnel Management • AFP has personnel to operate the program

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

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

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 • Policies, Strategic Planning & Quality Assurance • A comprehensive policy & procedure manual includes standard operating procedures, written and adopted by the BOD

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 • 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

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

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

Loan Underwriting

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

Pennsylvania AT Foundation: PATF

Guaranteeing Loans The Voting Process

Guaranteeing Loans: A Web-Based Forum http://www.patf.us/forum/index.php

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.

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

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

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 • Emails & snail mails of Advertising Cards • State E licensure lists for OT, PT, ST, social workers

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

Thank You!!!! Tracy Beck tbeck@patf.us Kathy Adams kadams@mainecite.org

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……

AFP Best Practices: Program Operations & Success