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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

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AFP Best Practices: Program Operations & Success

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

  2. 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

  3. 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

  4. 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

  5. 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

  6. 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

  7. 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

  8. 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

  9. 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

  10. 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

  11. 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

  12. 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

  13. 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

  14. 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

  15. Loan Underwriting

  16. 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

  17. Pennsylvania AT Foundation: PATF

  18. Guaranteeing Loans The Voting Process

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

  20. 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.

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

  22. 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

  23. 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

  24. 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

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

  26. 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……

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