1. Call Center for Visually Impaired Users of Assistive Technology www.migdalor.org.il Migdal Or, Israel Rehabilitation Center for the Blind and Visually Impaired

2. Introduction: Migdal-Or (Lighthouse) A functional and vocational rehabilitation center for people who are blind or visually impaired Our Mission: To enable people who are visually impaired or blind to live normative and independent lives. Goals o To improve the independent daily functioning of people who are visually impaired or blind. o To integrate them into the job market according to their abilities and needs.

3. Strategies for Facilitating Social Change  Services  Distribution of practical and theoretical information  Technology

4. Functional Rehabilitation Services  Low Vision Clinic  O&M and life skills training division.  Counselling and family therapy.  Call Center for Assistive Technology Users

5. Vocational Rehabilitation Services  Vocational Assessment  Training  Support for job seekers and employers  Transitional Employment Center

6. Key Facts About Israel o Up to 10% of all people with disabilities are blind or visually impaired. o 23,628 people are legally registered as blind: Up to 8% - under the age of 18 Up to 27% - of working age (18-65) Up to 65% - above working age o 50,000 visually impaired are not registered as blind. o Up to 30% of all visually impaired (whether or not registered) are using assistive technology – approximately 20,000 individuals. o A sharp increase in assistive technology users is expected in the next 10 years.

7. Accessibility Laws in Israel o The Equal Rights of People with Disabilities Law was passed in Israel in 1998. o By 2017 all private and public entities need to comply with service accessibility regulations. o Telecommunications companies are required to provide accessible services.

8. The Technological Age The growing accessibility of information and technological advancement, especially social media, offer prospective improvement in the quality of life of visually impaired and blind people (Brodin & Lindstrand, 2003(. Web apps offer new possibilities for integration in social, educational, vocational and leisure activities (Burgstahler, 2006; Shpigelman & Gill, 2013). Using ICT affects functional independence, employment integration and social integration.

9. Difficulties Encountered by Blind or Visually Impaired Individuals, using technological devices o Often Cannot receive assistance from technical support centers, family members or friends. o Customer service providers for smartphones and computers lack the necessary knowledge for sufficient guidance. o IT support in the workplace unable to provide appropriate support for employees. o Free apps cannot be used due to lack of appropriate support

10. The idea : Call Center for visually impaired assistive technology users. The Call Center will train people with blindness or visual impairment to be technology support specialists and will employ them as such (TSS). The Call Center will support and guide employers and others involved with people with visual impairment or blindness.

11. How Did We Achieve It? o A specialist in Call Center management designed a guiding format and determined the standard for services. o We developed specific processes to select and train the TSS. o We implemented a more accessible Customer Relationship Management product – ”Salesforce” o We funded this new venture from Migdal Or budget reserves.

12. And Today o Operations began in February 2014. o The staff includes a manager and 5 TSS. o The project is led by a steering committee. o We are working with the Salesforce CRM system and the IP Centrex Telecom system. o We entered into a service agreement with the company that provides the Ray smartphone. o Israel Venture Network supports the project. o We provide the Library for the Blind with technical support for their digital online library.

13. Frequency of Calls and Areas of Support Technical Support January - June

14. Frequency of Calls and Areas of Support

17. Upcoming Challenges o Marketing the service – for users and other companies. o Finding investors. o Implementing our business plan within three years to ensure the sustainability of the service. o Examining the possibility of replicating the project abroad. o Creating a platform for sharing technological information.

18. “One tiny candle will banish darkness from a huge room”. Baal Shem Tov.

19. Financial Planning The Annual Budget : $ 200,000 o $ 120,000 income from technical support services to the Israeli cellular companies, ISPs & technology providers o $ 40,000 income from sales and services o $ 40,000 income from expansion to other services in the market o Possible subscription fees from customers under consideration