Best Practices: Operating an Effective AT Exchange Network

Clayton Guffey, MSW, CRC, ATP, CEAC

&Laura Plummer, MA, CRC,

ATP

Wistech Device ReUse and Exchange

Laura Plummer, MA, CRC, ATP

Wistech Director

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.

Pop quiz!

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

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)

Example of regional reach for ReUseQ1 2013-2014

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

Resources Page

• Wheelchair maintenance

• Consumer protection

• Wheelchair fitting questions/basics

• DME dealer list

• Funding resources

AT Exchange

• Donations at the local level

• IL Centers

• Free of charge

• Tracked Quarterly

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

• 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• Use of outdated loan/demo devices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

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

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

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

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

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

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

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

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 $)

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

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

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

Questions

Laura E. Plummer, MA, CRC, ATP

Wistech Director - Stout Vocational Rehabilitation Institute

UW Stout

- 715.232.3300 - plummerl@uwstout.edu

Clayton Guffey, MSW, CRC, ATP, CEAC

Assistive Technology Specialist – Arizona Technology Access Program (AzTAP)

- 602.776.4699 – Clayton.Guffey@nau.edu