best practices: operating an effective at exchange network clayton guffey, msw, crc, atp, ceac &...
TRANSCRIPT
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Best Practices: Operating an Effective AT Exchange Network
Clayton Guffey, MSW, CRC, ATP, CEAC
&Laura Plummer, MA, CRC,
ATP
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Wistech Device ReUse and Exchange
Laura Plummer, MA, CRC, ATP
Wistech Director
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IF Mobility Store (ReUse)
• 1988 - volunteer based
• WRP – operated independently until 2012
• Locations in Milwaukee and Madison
• Operates as a division within IF – an IL Center
The mission of the Independence First Mobility Store program is to collect, refurbish, and
redistribute used assistive technology.
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Pop quiz!
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2013-2014 DataDevice Type Device
NumberEstimated Current Value
Cost to Consumer
Savings to Consumers
Mobility 832 $443,091 $144,127 $298,964
Daily Living 1309 $213,306 $62,587 $150,719
Total 2141 $656,397 $206,714 $449,683
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Best Practices
• Two Locations
• Statewide regional collection and distribution options with IL Centers
• Pick ups available in SE/Central WI
• Partnership with Badger State Industries (DOC)
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Example of regional reach for ReUseQ1 2013-2014
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Lessons Learned
• Close connections with the ILCs
• Fiscal viability
• Comprehensive online database
• Green approach – marketing benefits
• Clear and concise web-based information for donors and consumers
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Resources Page
• Wheelchair maintenance
• Consumer protection
• Wheelchair fitting questions/basics
• DME dealer list
• Funding resources
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AT Exchange
• Donations at the local level
• IL Centers
• Free of charge
• Tracked Quarterly
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2013-2014 Data
Device Type Device Number Estimated Current Value
Cost to Consumer
Savings to Consumers
Vision 5 $2,304 $0 $2,304
Hearing 19 $2,027 $0 $2,027
Speech 3 $400 $0 $400
Mobility 14 $7,895 $0 $7,895
Daily Living 54 $5,679 $0 $5,679
Environmental 6 $90 $0 $90
Computers 290 $3,090 $0 $3,090
Total 391 $21,485 $0 $21,485
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• Best Practices
• Local
• TEPP Program – allows for turnover of telecommunications
• Use of outdated loan/demo devices
• Lessons Learned
• Reporting “buy in”
• Establishment of donation acceptance policy to reduce liability
• Had not been captured until 4-5 years ago
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Arizona Assistive Technology Exchange (ATEX) - Background
• Established fall of 2006
• Joint venture with other states using Agoranet for development & implementation
• I have been the sole manager since implementation
• Kept Agoranet as site manager/host
• Bring up our site to follow along if you would like
URL: www.azatexchange.org
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Goals & Objective
• Show the evolution of the ATEX site
• Chart the substantive changes & updates for –
– user experience
– administrative tracking
– Legal requirements
• Review some of our ongoing challenges & disincentives for Reuse we encounter
• Goals & plans for future
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Updates for User Experience
• Home screen tab on steps to post an ad
• Home screen tab for helpful tips for writing ads:
– guidelines for pricing
– what to include in ad
– & how to manage posting multiple items
• Best practice section for posters & acquirers outlining tips on:
– device sanitization
– using ATS or a Rehab Specialist for help
– how to mange meeting/financial transaction for exchanging equipment
• Home screen tab for user comments/feedback
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Updates for User Experience (cont.)
• Adding a photo icon next to the ad line for each ad with a photo
• Adding a description of what kinds of devices could be found in each equipment category on the home page
• Not requiring a user mailing address to register for an account
• The ability for users to get their username & password sent to them if they forgot/lost them
• Allow multiple amendments to an ad – take and keep the last one
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Updates for Exchange/Data Tracking• Ability to merge accounts for users with
multiple profiles
• Verbiage in emails for therapist & CM users getting client equipment to answer follow-up questions from clients perspective
• Verbiage in user follow-up emails stressing the importance of collecting data – e.g. saw ad on ATEX & supports our federal funding, etc.
• Reducing time frames for inquirer and poster follow up – close to the event (90 days to 30)
• Enhancements for me to be better able to log and track multiple contacts to inquirers - date
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Updates for Exchange/Data Tracking (cont.)
• Creating a dedicated follow up page in the administrator access screens
• Added the ability for administrator to access, edit and update and correct any past listings that have been removed for any reason
• Added verbiage to inquiry/contact page – only click if you are serious about contacting the poster & what will happen when they do
• Removing past inquiries when posters have renewed their ad – saves me phone calls/emails
• Added “No Response” as a outcome option on follow up
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Legal & Policy Related Updates
• Developed a User disclaimer with a Pass It On Center suggested Reuse attorney
• Certifying the user states they are 18 or older
• Home screen tab where users can access information on Medical/DME device Recalls
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Some Disincentives/Challenges to AT Exchange Reuse Use
• Users willingness to put time & effort to authoring complete descriptive ads – Elec W/C
• User’s/posters unfamiliarity with their equipment – not sure what they have
• Challenge of differentiating us for Craig's List
• User’ unrealistic value assessment of their equipment (needing to sell for emergency $)
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Some Disincentives/Challenges to AT Exchange Reuse Use (cont.)
• Assisting and convincing AT vendors to see the value in Reuse activities
• Getting more potential recipients looking for equipment than posters
• Effectively working with and supporting user’s without computer access
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Lessons Learned
• Need to have a single and dedicated staff member for management
• Need to work on tracking exchanges everyday – stay up on inquiries and work every lead
• Our focus has been on trying to make the site user friendly & work very well for what users need
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Possible Future Goals & Objectives
• Allow for profit vendors to advertise used equipment for sale
• Coordinate with state Medicaid/Contract DME Suppliers to sticker equipment
• Find new & better ways to market to DME suppliers/retailers and therapists
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Questions
Laura E. Plummer, MA, CRC, ATP
Wistech Director - Stout Vocational Rehabilitation Institute
UW Stout
- 715.232.3300 - [email protected]
Clayton Guffey, MSW, CRC, ATP, CEAC
Assistive Technology Specialist – Arizona Technology Access Program (AzTAP)
- 602.776.4699 – [email protected]