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BORROWER SURVEY SUMMARY
Summer 2009
The Access Fund’s third annual Borrower Survey was completed in the Summer and Fall of 2009. Fifty four current and former borrowers participated. The results confirm the importance of our low interest loans in improving access to technology and socio-economic opportunity for individuals with disabilities in Washington state.
Reasons for using an Access Fund loan: The survey asked about the primary reason why respondents chose to pay for their technology with an Access Fund loan. Ninety six percent (96%) reported that it was the only way they could afford to purchase this technology. Additional reasons cited include the fact that we accommodate income and/or credit history (71% of respondents), the availability of a “better interest rate” (67% of respondents) and flexible loan terms (49%).
The Access Fund gets high marks for customer satisfaction. 100% of respondents were satisfied with the services received with 88% reporting that they were highly satisfied. 100% also reported that they would use our services again and would refer other people who need help paying for equipment.
Technologies purchased with an Assistive Technology loan are in use: Nationally, it is estimated that up to 50% of Assistive Technologies purchased are abandoned for one reason or another. Our survey participants, on the other hand, report a high rate of continued usage. In 2009, 95% of respondents (N=54) noted that they are using their technology and that it met their expectations. Two were using the technology but it did not meet their expectations; only one respondent was not using the technology because it was broken. Most respondents use their equipment on a daily (85%) or weekly (11%) basis; two (one of whom reported that the technology does not meet their expectations) use it monthly or less than monthly.
Impact – Technology Improves Lives: The borrowers who participated in the survey represented a variety of technologies. Twenty had purchased hearing aids (slightly over representing hearing aid users as compared the borrower “population”); 13 had purchased mobility equipment (scooters, vans, wheelchairs); seven had purchased vision related equipment (CCTVs; Braille notetakers; screen magnification or reading software); four had purchased exercise equipment, four had purchased computers; three had purchased business equipment and one had purchased a Sleep Country bed (for severe back pain).
Although diverse, almost all respondents reported improvements in the quality of life and self confidence:
- 90% of respondents reported improvements in the quality of life with 75% reporting a strong improvement.
- 86% reported improvements in self confidence with 71% reporting a strong improvement.
Independent Living : Survey respondents indicated that the technologies purchased had a strong positive impact on measures of independent living:
- 44 of 51 respondents use their equipment to perform tasks of daily living. Of these, 93% reported improvements in their ability to perform such tasks (with 75% reporting strong improvements)
- 33 of 50 respondents use the equipment purchased to undertake home and personal management activities. Of these, 92% report improvements in their ability to undertake such activities (with 56% reporting strong improvements)
- 33 of 50 respondents use the equipment to do things on their own. Of these, 78% reported improvements in the ability to do things on their own without having to ask for assistance (with 67% reporting strong improvements).
- 28 of 52 respondents use their equipment to pay bills and otherwise manage their finances. Of these, 57% report improvements in their ability to manage finances (with 39% reporting strong improvements)
- 32 of 52 respondents use the equipment purchased to mange personal health and safety. Of these, 66% reported improvements in their ability to manage these functions (with 27% reporting a strong improvement) and
- 27 of 51 respondents reported that the equipment purchased was relevant to their ability to stay in their current living situation or have a choice in where they lived. Of these, 63% reported improvements on this measure (with 22% reporting strong improvements).
Participation in Family & Community : Both state and national studies have documented the fact that, as a community, people with disabilities participate in community and recreational activities at much lower rates than do people without disabilities. Our survey results suggest that improved access to technology can have a strong positive impact on these outcomes:
- 41 of 51 respondents reported that they use the equipment purchased to maintain communication friends and family. Of these, 95% reported an improved ability to interact with friends and loved ones (with 66% reporting strong or very strong improvements);
- 40 of 51 respondents reported that they use the equipment purchased to participate in hobbies and recreational activities. Of these, 90% reported an improved ability to participate in such activities (with 65% reporting a strong improvement)
- 38 of 51 respondents reported that the equipment purchased was used to “participate in important life roles.” Of these, 92% reported an improved ability to participate in such roles (with 53% reporting strong improvements)
- 37 of 52 respondents use their equipment to participate in other community activities; of these, 76% reported improvements in the ability to participate in such activities with 43% reporting a strong impact
- 28 of 51 respondents use their equipment to participate in religious activities or communities. Of these, 71% report an improved ability to undertake such participation with 20% reporting a strong improvement)
- 32 of 52 respondents use their equipment to volunteer for community organizations. Of these, 66% reported improvements in their ability to volunteer with 47% reporting a strong improvement
- 29 of 52 respondents use their equipment to participate in sports and exercise activities. Of these, 62% report an improved ability to participate in such activities.
Impact on Education: Nine of the respondents were currently enrolled in an education or training program and used the technologies purchased for those programs. These respondents purchased hearing aids (4); vision aids (1); computers (1) and mobility devices (3). The equipment purchased with their loans improved their ability to:
- participate in learning and educational activities (100% of respondents with 77% reporting strong improvements).
- complete assignments and on time (67% with 44% reporting strong improvements)
- complete their education program (67% with 44% reporting strong improvements) and
- grades (67% with 22% reporting strong improvements)
- participate in extra-curricular activities (44% with 19% reporting strong improvements)
Impact on Employment: Thirty three of the survey participants reported that they are employed (24) or self-employed (9) (one of whom is also employed) -- significantly over representing employed individuals; among Access Fund borrowers, as a whole, only about 40% are employed). A majority of employees (13) work fulltime. Most of those who are self-employed work part-time -- 20 hours or less (6 of nine). Eight of the nine self-employed individuals and twenty one of the 24 employed participants reported that they use their technology in their employment and/or it impacts their employment in some way. Equipment purchased by these respondents included hearing aids (13 of 29); mobility equipment (6); computers (3); business equipment (3); vision related equipment (2); exercise equipment (2) and a sleep comfort bed (1). Their responses confirm the important role that these diverse technologies can play in employment and self-employment.
- 81% (17 of the 21) employed respondents who use their AT for work report improvements in job productivity -- with 13 (62%) reporting strong improvements); five of eight self employed individuals (62%) who use their technology for work also report improvements in productivity with four (50%) reporting strong improvements.
- 71% (15 of 21) employed respondents reported improvements in work performance with 10 (48%) reporting strong improvements. Six of the eight self employed respondents (75%) reported improvements in work performance with five of those reporting strong improvements (62.5%).
- 71% (15 of 21) employed respondents reported improvements in job satisfaction with 10 (48%) reporting strong improvements. Seven of the eight respondents who are self employed (87.5%) reported improvements in job satisfaction with five (62.5%) reporting strong improvements.
- 53% (11 of 21) respondents reported that the AT purchased with their WATF loan had a positive impact on their ability to work more hours (with seven (33%) reporting a strong improvement). Three of the eight self-employed individuals (37.5%) reported strong improvements in the ability to work more hours.
- 52% of employed respondents (11 of 21 respondents) reported that the AT purchased positively impacted their ability to seek a promotion or better job. Among those who are self employed three of seven individuals who responded to the question indicated that their technologies purchased had helped them to expand sales.
- 33% of those who are employed (7 of 21) reported that the AT purchased positively impacted their earnings; six of the eight respondents (75%) who are self employed reported that their AT positively impacted their earnings.
- People with disabilities express interest in self employment at much higher rates than individuals without disabilities. Although their numbers are small, the responses of self-employed respondents suggest both tangible and intangible benefits. Of the nine respondents who were self-employed on a full or part-time basis:
- All nine (100%) indicated that their self-employment had helped them to “build employment and business skills” with six of the nine indicating a strong impact on this measure
- Eight of the nine (89%) noted that it had increased their confidence “as an individual in the workplace” and provided them with a flexible work schedule.
- Seven (78%) indicated that self employment had provided a way to “use or show case my talents” – with six (67%) indicating a strong impact on this measure.
- Seven (78%) also indicated that self employment had helped to increase their income with six indicating a strong impact
- Five (56%) reported that their businesses contributed income to the household with amounts ranging from $25 per month to $5000
- Five reported that their self-employment had helped them to “save money” and three reported that it had helped them get out of debt (with another four indicating that it had increased their debt)
- Only one reported an improved ability to hire employees – a result that is not surprising given that most of the self-employed respondents are themselves employed part-time.
Technical Assistance & I & R: The Access Fund provides informal tips and advice on selecting and paying for assistive technology, referrals to assistive technology vendors and service providers, informal assistance or referrals on money management and credit repair issues and help with small business planning (for business loan clients and potential clients). Of course, not all clients need this assistance. Those who do receive such assistance generally report that they benefitted from it.
For example, of the 51 respondents who answered these questions:
- 37 reported that they had received information about, or worked with staff on, their credit and, of these, 19 (51.4%) reported an improved understanding of credit and their personal credit situation;
- 41 reported working with staff on financial management issues and, of these, 27 (nearly 66%) reported a positive impact on the ability to manage finances and personal debt;
- 35 reported that they had worked with staff on issues relating to “net worth” and, of these, 19 (65.8%) reported a positive impact on their net worth
- 33 reported that they worked with staff on “personal or business income” issues and, of these, 20 (60.6%) reported a positive impact on their income
- 16 reported that we had provided information about relevant community, business or assistive technology resources and, of these, 12 (75%) reported a positive impact on their knowledge of such resources.
- 16 reported that staff had provided tips on choosing assistive technologies and, of these, 12 (75%) reported a positive impact on their ability to choose the right technology
- 10 reported receiving information on small business start up or expansion and, of these, six (60%) reported a positive impact on their understanding of this topic
- 9 reported receiving information on small business planning and of these, 5 (55%) reporting an increased understanding of this topic. [All of these individuals received informal one on one assistance; none had participated in our Business Planning Course].
The Access Fund is very interested in expanding the technical assistance it offers. We also are very interested in expanding our Individual Development Account Programs. The survey responses (number and percent of respondents) suggest that there would be strong community interest in several of the additional classes under consideration and in the IDA programs.
Classes
- Disability Benefits & Work Incentive Programs 49% (26 of 49 respondents)
- Workshops on Assistive Technology 58% (36 of 50 respondents)
- Selecting and Paying for Assistive Technology 57% (35 of 49 respondents)
- How to Better Manage My Money 40.8% (20 of 49 respondents)
- Credit Repair 31.3% (15 of 48 respondents)
- Preparing your Tax Return 38.6% (14 of 49 respondents)
Individual Development Accounts
- Matched Savings Account for Assistive Tech 56% (28 of 50 respondents)
- Matched Savings Account for Small Business 37.8% (17 of 45 respondents)
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