The Telecommunication Access Program for Internet Consumer Support Providers provide support to consumers both during the application and the usage phases of the program.
There are three levels of Consumer Support Providers (CSP):
Consumer Support Provider Level I
Disability Certification are trained to assist a consumer in completing the Telecommunication Access Program for Internet application form and to certify that the applicant has a disability. Level 1 CSP’s work in collaboration with the TAP-I program and do not receive reimbursement for disability certification services.
The Level I Consumer Support Providers do not provide support for the selection or use of the computer adaptive equipment. They do not need to have a background or knowledge of the range of adaptive equipment available. They do need to know when a disability effects the ability of a person to use a computer.
Consumer Support Provider Level 2
Consumer Selection assistance, is contracted to assist a referred TAP-I consumer in the decision making and selection process of the adaptive computer equipment deemed necessary for basic Internet access in the applicant’s home premise.
Typically a Consumer Support Provider will have experience with either the output adaptations such as screen readers and magnification software or the input adaptations such as the adaptive keyboards and pointing devices. A Consumer Support Provider can be contracted to provide support for either or both types of adaptive equipment.
Decision Making requires an overview of several different types of equipment. The consumer may need assistance to determine the “family” of equipment that will meet their needs, i.e. screen reader vs. magnification. They may then need assistance in considering the critical features of any one piece of equipment to determine if those features meet their unique needs. It is preferred that the equipment selection process occur in the applicant’s home but equipment selection can occur in an office setting if it is accessible and does not create an undue burden for the applicant. Level 2 and Level 3 CSP’s are required to go through the TAP-I CSP approval process and have a signed service agreement in order to be reimbursed for services.
Consumer Support Providers Level 3
Installation and Training on Use are trained to assist a consumer to installing and using adaptive equipment provided through TAP-I.
Installation and Usage requires an extensive knowledge of each piece of adaptive equipment. The Consumer Support Providers at this level need to know how to install the equipment and how to train the consumer to use their specific piece of equipment to access the internet and e-mail.
Consumers may contact the Telecommunications Access Program for Internet for assistance in selecting appropriate adaptive computer equipment and installation, set-up and training on usage of the adaptive equipment for basic internet and e-mail access. The training necessary to support consumers in the installation, set-up and initial usage of equipment will be determined by the Telecommunication Access Program for Internet program coordinator. Installation and training are intended to provide the training needed by the consumer to use their adaptive equipment for internet and e-mail access only. Training on applications not related to the internet and e-mail or on equipment not provided through the TAP-I program is not reimbursed through the program (see the section on Consumer Assessment and Training Parameters).
Level 2 and Level 3 Consumer Support Providers are reimbursed for the provision of the above services solely on a referral by the Telecommunications Access Program for Internet unless otherwise stipulated. Consumer Support Providers will not be reimbursed for services provided without the submission of a completed TAP-I application and without the prior approval from the Telecommunications Access Program for Internet Coordinator.
The reimbursement rate for Level 2 and 3 Consumer Support Provider is:
| Telephone Support | On-Site Support | Time In-Transit | Mileage | Driver reimbursement | Public Transportation |
|---|---|---|---|---|---|
| $20 per hour | $60 per hour | $30 per hour (Time in-transit AFTER the first 30 miles/minutes) | $ current state rate per mile | $7.25 per hour (mileage reimbursed to the Consumer Support Provider) | Actual costs. (Requires the original receipt) |
Consumer Support Providers are not guaranteed any specific level of consumer service referrals through the Telecommunications Access Program for Internet. A Consumer Support Provider’s contract may be voided at any time from the Telecommunications Access Program for Internet at the sole discretion of the Telecommunications Access Program for Internet.
Consumer Support Providers shall attend all required Telecommunications Access Program for Internet training events, such as the annual Power Up Conference and Expo. TAP for Internet will reimburse Consumer Support Providers for reasonable and necessary expenses associated with attending these training events.
Consumer Support Providers shall invoice the Telecommunications Access Program for Internet by a pdf invoice by the 10th day of each month for services delivered in the prior month. The Telecommunications Access Program for Internet will determine the method of invoicing for services delivered. All expenses must be submitted on forms and in a manner approved by Telecommunications Access Program for Internet.
The Telecommunications Access Program for Internet will provide each consumer support provider or agency with the adaptive equipment and collateral training materials necessary for demonstration and training. The equipment and training provided will be determined on an individual basis and maybe provided through sources such as the Equipment Consortium Program (ETC).
Consumer Support Providers shall assume responsibility for the safety of all adaptive equipment assigned to them.
Consumer Support Providers shall return all the adaptive equipment provided through the Telecommunications Access Program for Internet to the Telecommunications Access Program for Internet within 10 days of a request to do so.
Consumer Support Providers must have experience with providing adaptive computer services. The following skills are required to become a Consumer Support Provider.
- Demonstrated experience in providing effective outreach services to people with disabilities.
- Demonstrated ability to maintain a positive working relationship with consumers, Telecommunication Access Program for Internet staff, other consumer support providers, and other entities partnering with the program.
- Demonstrated strong communication skills which may be achieved through the use of assistive technology.
- Demonstrated ability to communicate effectively with people with disabilities and other individuals. regarding computer access utilizing adaptive equipment.
- Demonstrated ability to provide unbiased information related to a wide range of computer-based assistive technology devices.
- Demonstrated ability to operate a computer/adaptive equipment using a keyboard interface if required by the adaptation provided.
- Demonstrated knowledge and operation of basic computer equipment including utilities, memory, operating system, etc.
- Demonstrated knowledge of computer configuration, which maximizes the integration and use of the adaptive equipment provided.
- Demonstrated knowledge of the Internet including browsers, search engines, e-mail, etc.
- Demonstrated ability in using and demonstrating a broad range of assistive technology and the in particular the equipment listed on the Telecommunication Access Program for Internet equipment selection worksheet.
- Demonstrated ability to use a decision making model to match a consumer, in the home environment, with the adaptive equipment necessary to basic internet access to web browsing and e-mail.
- Demonstrated experience in selection, installation, configuration, use, troubleshooting, and explanation and assistance with warranty repairs/replacement of computer-based adaptive equipment.
- Broad understanding of how having a disability effects individuals and their families.
- Experience in working cooperatively with organizations which provide services to people with disabilities and their families including those which provide financial assistance, peer networks, and related organizations.
Consumer Support Providers are prohibited from using TAP-I services or resources for private gain outside of direct reimbursement from TAP-I for approved services delivered. This includes, but is not limited to, using TAP-I consumer contact data, using TAP-I provided equipment, or using TAP-I products or services for private gain.
Consumer Support Providers who identify potential TAP-I consumers should refer those consumers to TAP-I though the completion of an application. The TAP-I Coordinator is responsible for reviewing the applications to determine the level of support to be provided. Consumer Support Providers are assigned based on the needs of the applicant and TAP-I. There is no assurance that an applicant will be assigned to the referring Consumer Support Providers.
Consumer Support Providers who provide services related to the selection, installation or use of adaptive computer equipment as a part of a paid employment position should assure that becoming a TAP-I Consumer Support Provider does not create a conflict of interest with their paid employment. Services reimbursed through a paid employment position should not be invoiced to the TAP-I program.
Consumer support providers may not share personally identifiable or other confidential consumer information with any other entity without the express written consent of the Telecommunications Access Program for Internet and the consumer.
Information regarding TAP-I training events, equipment upgrades, etc., are provided to the Consumer Support Providers through the TAP-I listserve. Consumer Support Providers are listed to the listserve by the TAP-I program coordinator once a service agreement from the Consumer Support Provider is received.
