October 20, 2016 Client Services Modified 0.8% The total number - PowerPoint PPT Presentation

TASA Meeting October 20, 2016

Client Services Modified 0.8% The total number of EDP Exchange 37.1% services New 43.6% provided by FTRI for fiscal year 2015/2016 Follow-up Return was 28,919. 2.3% 16.2%

Total Client Services 36000 FY 13/14 – 33,222 FY 14/15 – 30,925 FY 15/16 – 28,919 30000 24000 2013/2014 2014/2015 2015/2016

New Client Services FTRI served 12,620 new clients during the reporting period. Clients certified as eligible for the FTRI program are classified into four distinct groups: Group New Clients Deaf 49 Hard of Hearing 12,513 Speech Impaired 58 Dual Sensory Impaired 0 Total 12,620

New Client Services 13500 FY 13/14 – 13,671 FY 14/15 – 13,408 FY 15/16 – 12,620 12750 5.8% decrease over prior year. During FY 15/16 three RDCs discontinued operating the FTRI program. 12000 2013/2014 2014/2015 2015/2016

Distributed Equipment FTRI distributes both new and refurbished equipment. Equipment distributed during fiscal year 2015/2016 numbered 23,876 units. VRS CapTel TTY 1.2% Other 1.4% 0.3% 0.3% ARS 0.6% VCPH 96.2%

Total Equipment Distributed 30000 FY 13/14 – 27,606 FY 14/15 – 25,564 FY 15/16 – 23,876 20000 2013/2014 2014/2015 2015/2016

Outreach FTRI conducted 1,877 outreach activities, 1,282 were off-site distribution during fiscal year 2015/2016. Service BPP Other Providers 0.7% 6.6% 1.1% Distribution – 1,282 Dual Events Dual Events - 436 23.2% SP - 21 BPP - 14 Other - 124 Distribution 68.3%

Total Outreach / Distribution FY 13/14 – 3,163 3000 FY 14/15 – 2,713 FY 15/16 – 1,877 2000 1000 0 2013/2014 2014/2015 2015/2016

Some of the other services provided… • Processed 27,751 customer service calls • Received 3,452 online inquiries through the FTRI website • Processed more than 87,906 EDP forms • Provided 693 hours of training and support services to RDCs Other important facts… • Continued to place a high priority on protecting the integrity of client information by making security enhancements to the system • Operated within budget requirements • Received high marks from the external auditors for financial records and internal controls

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Quality Assurance FTRI maintains a quality assurance system to monitor the services, training, and equipment provided by contracted agencies. Postcard questionnaires are mailed to a random selection of clients served by each Regional Distribution Center or the FTRI office. Four thousand three hundred and thirty- six (4,336) questionnaires were mailed during this fiscal year and FTRI received 1,227 responses for a nearly 28 percent return rate. Ninety- four percent of the responses were positive. Negative responses are resolved by either contacting the client directly or referring to the RDC for follow-up.

Quality Assurance FTRI’s automated email system sent quality assurance surveys to 4,360 new clients the subsequent day after receiving services and received 1,239 responses for a 28.42 percent response rate. Clients requesting follow-up were contacted by FTRI Customer Care.

NDBEDP – iCanConnect FY 2015/2016 Number of new client served – 17 As of June 30, 2016, FTRI relinquished it’s certification Number of existing client served – 42 to FCC. HKNC is currently Number of equipment distributed – 98 certificated to serve Florida.

FTRI Regional Distribution Centers FTRI Headquarters RDC # 24 RDC # 2 – Center for Hearing and Communication (Ft. Lauderdale) RDC # 5 RDC #25 RDC # 4 – ES Deaf & Hard of Hearing Services (Daytona Beach) RDC # 14 RDC #29 RDC # 5 – Independent Living Resource Center (Jacksonville) RDC # 7 – Center for Independent Living in Broward County (Ft. Lauderdale) RDC # 4 RDC # 9 RDC # 22 RDC # 9 – Citrus Hearing Impaired Program Services (Crystal River) RDC # 10 – Deaf & Hard of Hearing Services of Pasco/Hernando (Port Richey) RDC # 18 RDC # 10 RDC # 20 RDC # 14 – Center for Independent Living of North Central Florida (Gainesville) RDC # 27 RDC # 19 RDC # 16 – Deaf & Hard of Hearing Services of the Treasure Coast, Inc. (Port St. Lucie) RDC #28 RDC #40 RDC # 17 – Deaf Service Center of SW Florida (Ft. Myers) RDC # 16 RDC # 18 – Center for Independent Living of Central Florida (Winter Park) RDC # 21 RDC # 19 – Central Florida Speech & Hearing Center (Lakeland) RDC # 20 – Space Coast Center for Independent Living (Rockledge) RDC # 17 RDC # 30 RDC # 32 RDC # 21 – Hearing Impaired Persons in Charlotte County (Port Charlotte) RDC # 2 RDC # 7 RDC # 22 – Deaf Service Center of Lake & Sumter Counties (Leesburg) RDC #26 RDC # 24 – CIL – Disability Resource Center (Pensacola) RDC # 25 – Disability Resource Center (Panama City) RDC # 26 – Hearing and Speech Center of Florida (Miami/Kendall) RDC # 27 – Family Center on Deafness (Largo) RDC # 28 – Self Reliance CIL (Tampa) *Hours of operation varies from RDC to RDC. RDC # 29 – Ability 1 st CIL (Tallahassee) RDC # 30 - Audiology with a Heart (West Palm Beach) Since July 1, 2015, 3 RDCs have ceased contracting with RDC # 32 – CIL Gulf Coast (Fort Myers) FTRI. (Deaf & Hearing Resources - West Palm Beach, RDC # 40 – Easter Seals of Florida (Orlando) CIL South Florida – Miami and CCDHH - Sarasota/Bradenton) Total of 23 RDCs

Outreach Update

Outreach Update

Questions