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Best Practices Presented by Carol Fury, BA, MMBA, LBA Executive Director of EquipALife Minnesotas provider of the Alternative Finance Project and Access to Telework Programs. We celebrate our tenth year of operation in 2011 and are excited about the continued growth of the loan programs as we expand services throughout the state. Please join us today for a preview of the key variables involved in designing best practices for loan programs across the nation and territories.11Welcome To Best PracticesAlternative Finance Projects&Telework Programs

22SIMPLFY THE PROCESSWHY CREATE EXTRA WORK?WHO REVIEWS ADDITIONAL POLICIES? WHAT PURPOSE DOES IT SERVE?KIS(S) KEEP IT SIMPLE

3German Coast Guard

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EXCESS BAGGAGE -

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6ELEMENTS OF BEST PRACTICES

7Required consumer control at all levels customer is the person at the center of the program.Input from consumer is critical to achieve a balanced approach and to avoid administrative overshadow of results.Choice matters! Each person has a unique need and desire perhaps different than the outcome however important to ensure the device is used to assist the person complete the task.Policy guides, it does not rule. Exceptions to program policies are necessary to find common ground for the individual and program thus eliminating administrative decisions.How does each program seek to improve on the critical elements of consumer control? 7Perception

8As you can see from the film or hear the narration, the presenter seeks to help us understand how we are perceived when interacting with other individuals. A typical speaker rarely takes the time to find out who their audience is, what they are interested in learning and why did they choose to participate in the topic / session / training. Every day we interact with customers try to keep in mind their perception of what you are saying. A good listener is one who actually hears, acts on and responds to the person they are engaged with. 8ETHICAL STANDARDSBest practices are an ethical component of the application of a science, practice or study professionals adherer to as an approach / standard in the delivery of services.As we address the issue of creating and accepting Best Practices in the application of Assistive Technology Services standards are necessary to validate and provide reliable data to the federal government as a step toward inclusion of the ATP as a code under Medical Assistance. The eighteen components presented today are provided to guide Alternative Finance Projects and Telework Programs to adopt Best Practices required to validate the industry.

99EVALUATE & QUANTIFY

10Data data more data. What does this really mean and to who? As we develop Best Practices and industry standards how can we eliminate the burden of paperwork yet achieve the outcome of demonstrating the need to continue the work of our programs? Is it enough to evaluate and quantify information or can we look at data from a perspective of how it tells the story of the successes resultant of our services to customers. Lets explore a different paradigm. 10BEST PRACTICE INDICATORS

11WHY create awareness of the services NEED to serve all ages and types of disabilitiesDOCUMENT real outcomes serving the functional needs of people requiring ATOUTCOMES what is important?FUTURE the four indicators leading to the future are necessary for continuation and expansion of existing programs as well as to create new projects where none exist!11Public FundingGovernment and private funding resources have built the existing programs. Continue infusion of public dollars and expand how we include government at all levels to achieve new funding sources.Think out side of the box there is money in other areas of government to meet the ongoing financial expansion of programs.

12Demonstrate Consumer ControlAt all levels: administrative, personnel, volunteers, board and review committeeSeek feedback from all levels of participation, not just customersReview, adjust and make changes to ensure your program is controlled by the consumer.

13Establish PoliciesCompliance with funding requirementsEnsure all customers are informed of their right to privacy and right to grieve decisions.Governing body is responsible for the oversight of all fiduciary, program and ethical practices of the program. Internal controls for all programs regardless of size and financial worth.

14Invest WiselyGrow funding by using the existing resources to enrich the program assets. Seek investment advice when in doubt.Create a plan for the future.Maintain the permanent separate account to comply with the rules of the project.Seek additional public funds, private resources, trusts, investors and other atypical sources of funding.

15Prepare for ReviewAt all times be prepared, stay ahead of proposed changes and learn what is required for Best Practices implementation.Create internal checklist to aid in evaluating how your program complies to the requirements set forth under the contract award(s). Ask for help no better way to learn!

16Program AuditProgram audits are useful tools and help point out areas where the services could be improved / expanded.Make use of Review Councils in your state to adhere to nonprofit / state agency certification.Customers should be included in the audit as they are in all components of program delivery.

17Reporting

Enter data daily using required format.Keep an ongoing list of items not complete with timelines for review.Watch for trends in data indicating areas of underserved populations, different resources for marketing and expand the types of loan applications based on your data set.

18OversightMaintain up to date contact with oversight agency.Request changes to the master contract to maintain compliance with federal, state and lending rules.Build relationship with oversight agency to ensure services are not interrupted.

19Lending PartnershipFrequently interact with lending partners.Ask for the products most important to the customers you serve such as interest rates.Seek out additional partners as a back up and to ensure choices are available for customers. Statewide resources does your lender or does your program have multiple locations for customers to close the loan papers?

20How to attract and keep a solid partner start from the top down.Encourage participation at multiple levels of the lender organization from CEO to the underwriting department.Be prepared to re-train your primary lender contact and stay focused on building the relationship.20Contracts Maintain lender contract, re-negotiate as often as possible to improve product services.Contract with third party insurers, device lenders is you sell directly through the business.Be diligent about updating contractual relationships and take opportunities when they arise.

21Right to AppealPrivate written copies of the program customers right to appeal, complain or grieve.Protect the privacy of all customers by double locking, destroying private data such as social security numbers and date of birth.Be open to the request of the customer. Many times you can avoid a problem by being a good listener.

22Review Policy ManualGoverning body should review the policy manual at least once per year.A simple sign off is not sufficient, a though review of each policy is needed to ensure all members of the committee or board are aware of the policy its limitations as well as options.Make changes when necessary!

23Compliance to Lending LawsPrograms are required to follow the lending laws established at federal, state and local levels.Failure to comply causes multiple problems placing the program at risk of termination.Fully understand what the laws are in your state and if the program is a private lender your responsibility is greater!

24Stay up to Date

25Consistent Application Everyone is entitled to the same opportunities when applying to the program no limits on income, diversity policy in place. NO EXCEPTIONSPolicies must guide the review committee, however the customer need, choice and ability all are to be considered.26TrainingAll staff, committee members and volunteers are trained prior to participation in program review.Annual update of training, changes to policy or procedure are automatic signals to train the members of your Team. Remember training is only as good as the trainer!27Feedback is the Key

28Success MeasuredIn this final segment measuring success can be accomplished in a variety of ways. The most critical component of any measurement system is to ensure the data is valid or it can not be considered reliable. As we complete a preview of several key components of developing Best Practices for the industry professionals involved in AFP / Telework Loan Programs your final task is to measure outcomes statistically solid. 29Do It Your Way

30Thank You for taking the time to participate. Questions may be directed to Carol FuryExecutive DirectorEquipALifewww.equipalife.org866.535.823931