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AFP Best Practices:Program Operations & Success
July 14, 2014Tracy Beck, Pennsylvania
Kathy Adams, Maine
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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
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• 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
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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 2012
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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
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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
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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
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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 volunteers9
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 sustainability10
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 OperationJ.Policies, Strategic Planning & Quality
Assurance– A comprehensive policy & procedure manual
includes standard operating procedures, written and adopted by the BOD
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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 goals12
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
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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
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• Loan Underwriting
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• Loan UnderwritingCentral loan hub: easy access for everyoneVisual cuesDatabase: update, update, updateNo files left behindSecurity: website, loan databases, email, office
spaceRedundancy is a good
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PATF LOAN RECEIVED
LOAN Flowchart
Time/Date stamp
Input application into database. Include
requested amount and calculate payment amount
using PATF website calculator.
Scan application and documents into database
Input all conversations regarding application into
CONTACT section. Including emails, phone
calls and staff conversations
INCOMPLETE
Contact borrower
and review missing
files
Scan, Attach and mail/email Incomplete
Letter
Update Status on database
Return to "Incomplete"
section of filing cabinet
COMPLETE
Contact borrower let them know we received
application
Scan and attach
application to
database
Update Status
on database
Return to "New
Application"section of
filing cabinet
Pennsylvania AT Foundation: PATF
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Guaranteeing Loans The Voting Process
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Guaranteeing Loans: A Web-Based Forum
http://www.patf.us/forum/index.php
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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.
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Maine:
• Emphasis on Consumer Choice & Control
• AFP Marketing strategies
• Offers Financial Literacy resources
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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
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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 workers29
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
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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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