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Test City DTV Transition “What One Community Learned”

Test City DTV Transition “What One Community Learned” . Jane Jones, Director Area Agency on Aging Cape Fear Council of Govts. Wilmington, NC (910) 395-4553 jjones@capefearcog.org. Wilmington, NC & Surrounding Areas First in Flight, First in Digital September 8, 2008

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Test City DTV Transition “What One Community Learned”

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  1. Test City DTV Transition“What One Community Learned” Jane Jones, Director Area Agency on Aging Cape Fear Council of Govts. Wilmington, NC (910) 395-4553 jjones@capefearcog.org

  2. Wilmington, NC & Surrounding Areas First in Flight, First in Digital September 8, 2008 Test City for Early DTV Transition including New Hanover, Brunswick, Pender, Bladen, and Columbus Counties

  3. Demographics of Test Site • Coastal NC, 5 county area; temperate climate; flat terrain; hurricane prone • 1 urban & 4 rural counties; many low income • 89,000 seniors 60+ in 5 county area • 7% of population received over the air broadcast • Rural areas utilized the most over the air broadcast

  4. Grassroots Outreach to ALL Populations Important! AAA’s are Partners! • Public-private partnership • FCC reps in each county worked with local government, broadcasters, community, business leaders, chambers of commerce, “big box” retailers, general public • ”Big Switch Minute” PSA’s; events at retail electronic outlets • Printed resources English/Spanish—seniors, disability & non-English speaking populations unclear about why transition occurring and if affected • More emphasis on identifying those receiving OTA (over the air) broadcast • Info on locations to purchase converter boxes; battery powered (now available for use with battery operated TV’s)

  5. AAA’s & Older Adult Outreach • AAA’s knowledgeable of local resources, can assist in identifying older persons at risk • Senior Center staff trained to do outreach events, assist with applying for converter box coupons, demonstrate converter box hook-up • Informational events: • local senior centers, festivals • farmer’s market, churches, civic organizations • low-income & senior housing • Departments of Social Services • aging & disability networks (good way to expand information) • public events, roundtables, PSA’s • DTV expo’s hosted by local network affiliates • events by Retirement Living TV, other entities • Sr. Center Newsletter articles; newspaper articles • Rx Assistance Coordinators provided info

  6. Homebound Seniors • Flyers for HDM & in-home aide clients • Discussion with clients/family • HDM volunteers identified clients with OTA • Outreach by other agencies servicing homebound • Calls to individuals on Special Needs Registry for Disasters • prep for DTV, determination of readiness or need for assistance; mailed information

  7. Other Special Populations:Nursing Home & Assisted Living Residents • LTC Ombudsman requested facilities to determine # clients utilizing “rabbit ears” • AAA/Ombudsman arranged presentations to administrative staff, resident & family councils • Administration provided info to families on applying for converter box coupon • Utilized building maintenance staff to properly install converter boxes; tag with resident’s name; instruct resident (when possible), staff on proper usage/antenna • LTC residents not eligible for converter box coupon program in early transition period; converter boxes donated

  8. Challenges for Older Person (needing converter boxes) • Applying for converter box coupons • Lack of transportation • Inability to afford co-pay • Coupon expiration • Lack of mobility/cognition to hook up converter box • Antenna insufficient

  9. Call Centers for DTV Transition • FCC funding established call centers for assistance • Needs to be in place well before transition with sufficiently trained staff • Identify trusted entity to enter senior’s home • Fire Depts. served as call centers for assistance; • Also churches, civic groups • Have staff trained in both the technology and converter box installation • 1 staff person in Wilmington overwhelmed with calls (300+ calls in 2 days post-transition) • Approximately 1500 calls total in area

  10. Early Transition • Successful for most • Despite saturation of area with outreach information--- Many TV’s went “black”

  11. Call Center Challenges • Majority of the calls first received right after the switch: “technology” • seniors did not want to try to install the converter box • unsuccessful attempts to install box • callers not scanning the channels after they installed box & again after transition • Use of 2 remotes (1 for TV, 1 for converter box)

  12. Call Center Challenges cont. • No converter box; lacked financial resources, transportation • “Rabbit ears” broken; seniors lacked resources to replace • Calls from cable/satellite consumers wanting info on installing converter box on “second TV’s” • consumers wanted to talk to someone immediately, LIVE – not a recording! Urge people to act early! • Fire Dept call center staff made home visits to install converter boxes, assist with scanning of channels, instruct in remote use, help adjust antennas • Performed smoke alarm and other fire safety checks in homes

  13. Questions?

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