Trilogy Networks: Support

We know that customer support is essential to our success. That's why we are committed to providing you with direct access to your information.

Frequently Asked Questions

general | resources and support | grants | supervision and staffing | safety

General

Q: We would like to purchase additional computers for our lab. How can we do this?

A: After your PowerUP lab has been installed, contact the person listed below. Have the Gateway serial number from the back of one of your computers ready so that we may easily find your account and verify your system configuration.

Resources and Support

Q: I just received my communication packet. What should I do now?

A: After you receive your communication packet you need to read through all material and then fill out the technology survey and Program Profile. Send this information to PowerUP as soon as possible to avoid delays.

Q: I am filling out the technology survey and am having problems answering some of the questions. Who do I contact?

A: Each site will be assigned a PowerUP regional coordinator. Your regional coordinator will provide support to your site and will connect you to technical assistance and resource procurement. Please contact the PowerUP site coordinator if you need assistance with the technology survey. A list of coordinators by region is included at the end of this packet.

Q: After I have completed the Technology Survey and the Program Profile what do I do next?

A: Please fax a completed copy of the survey and the Program Profile to Jere Curtis at PowerUP -- Fax: (831) 431-1393 -- then mail the original copy to the following address: PowerUP: Bridging the Digital Divide, Attn: Regional Coordinators, 100 Enterprise Way, #C2, Scotts Valley, CA 95066.

Q: Should I contact anyone other than my regional coordinator?

No. After you submit the Technology Survey your PowerUP regional coordinator will contact you to provide further information and instructions. In the meantime, if you have specific questions about any issue related to PowerUP, please contact your regional coordinator and she or he will assist in connecting you to the support you need.

Q: What can I do until I�m contacted for installation?

Make sure that your designated PowerUP computer lab is equipped with air conditioning and is located in a clean area. If you have windows in the lab, please make sure that you have window coverings to avoid a glare on the computer screens. Equip the computer lab with appropriate furniture. (Tables upon which to set computer equipment, etc.). Make sure that you have security devices either on the room where the computer lab is located or on the building where the computer lab will be installed. Note: The PowerUP grants program can be used to purchase materials and computer lab furniture.

Q: When should I expect my computer lab to be installed?

Your PowerUP regional coordinator will contact you to let you know when to expect the computer lab installation.

Q: Can we use the computers for other activities besides PowerUP? For example, can we use the PowerUP lab to teach adults when children are in school?

Yes. PowerUP sites can be used by adults and other underserved populations during times that children cannot use the lab. Activities should support the goals and mission of PowerUP as well as your organization, and can range from providing basic access to technology to holding classes on various technology skills.

Q: Can PowerUP computers be given to participants for home use?

No. Currently, the PowerUP program is only supplying computers for use in PowerUP labs within community centers, schools, housing developments, religious facilities, etc. However, PowerUP encourages sites to provide access to parents and other community members within the PowerUP lab and target those community members without regular access to computers at home through ongoing classes and workshops.

Q: What happens if the PowerUP program is discontinued at my site? Will the equipment have to be returned to PowerUP?

After the resources have been donated to your site, your organization becomes the legal owner. If your program is discontinued, the equipment/resources will remain at your site. However, if your program is discontinued within a three-year period, PowerUP may negotiate remuneration with your organization.

Q: Can non-PowerUP participants receive free PowerUP AOL Internet accounts?

No. Free PowerUP AOL Internet accounts are only for use by PowerUP participants between the ages of five and eighteen. AmeriCorps*VISTA members and/or designated PowerUP staff will also receive AOL accounts that they retain during their service within the PowerUP program. Staff and member accounts terminate when involvement with PowerUP terminates.

Q: Who is my point of contact at PowerUP?

Each site will be assigned a PowerUP regional coordinator who will be your point of contact within PowerUP. Please see the enclosed map to determine your regional coordinator. Your regional coordinator will provide programmatic support to your site and connect you to the technical assistance team and the grants program when needed.

Grants

Q: Can we apply for more than one PowerUP grant in a one-year period? Can we apply for a PowerUP grant every year? Are multi-year grants available?

The standard grant is for a one-year period. You may apply for a PowerUP grant every year and the award will be contingent on the success of your PowerUP program. Depending on the matching funds generated by the site, multi-year funding is available.

Q: What is the turn-around time between grant awards and receiving the funds?

Please allow eight weeks after the proposal deadline for an award decision. Please see the grants section for a listing of deadlines. Once your grant application is approved, you will receive an award letter and a grant agreement/contract. This agreement must be signed and returned before PowerUP can process a check. If this process is performed in a timely manner, you will receive the funds within 2-4 weeks.

Supervision and Staffing

Q: What level of staffing will I need to run a PowerUP program?

In addition to a site supervisor, who is usually a senior member of your current staff, each site must have at least one full-time AmeriCorps*VISTA member and/or staff person to run the PowerUP program. PowerUP encourages two full-time AmeriCorps*VISTA members and/or staff people to run a successful PowerUP program. Your regional coordinator will provide you with information about AmeriCorps*VISTA administrative procedures, including applicable payment schedules.

Q: As a site supervisor, how much of my time do I need to dedicate to run the PowerUP program?

On average, PowerUP site supervisors dedicate 15% of their work time to running the PowerUP program. However, this figure will vary according to the needs of each site. Site supervisors will be responsible for creating and implementing the PowerUP program, supervising the PowerUP AmeriCorps*VISTA members or staff members, providing regular communication with PowerUP staff, attending PowerUP training, and coordinating all PowerUP endeavors including fundraising, community outreach, evaluations, PowerUP advisory committee, grants and reporting.

Q: What documents will I have to fill out? What reporting am I going to be responsible for?

Every PowerUP site must complete and return a PowerUP Program Profile and technology survey, which are due no later than June 16, 2000.
Sites that are applying for AmeriCorps*VISTA members must complete a Corporation for National Service Part B Application. Those not applying for AmeriCorps*VISTA members will need to complete a work plan detailing annual goals and objectives for PowerUP. Your regional coordinator will assist you with your work plan or Part B Application.
Sites can apply for PowerUP grants by completing and submitting a grant proposal. See grants section for details.
For those sites that apply for AmeriCorps*VISTA members, the Corporation for National Service requires quarterly reports. PowerUP requires copies of those reports as well. For those not utilizing AmeriCorps*VISTAs, PowerUP requires quarterly reports based on outcomes detailed in your initial work plan. Your regional coordinator will inform you of reporting deadlines.
PowerUP requires annual reports from each site either in relation to a PowerUP grant or, for those sites not applying for PowerUP grants, a report on program status.

Safety

Q: What are PowerUP�s safety features?

PowerUP holds each component of their program to the highest safety standards:
Every AmeriCorps*VISTA member is hand selected by the site through an application and interview process.
Each AmeriCorps*VISTA member or staff member must complete a background safety check covering all fifty states.
PowerUP requires permission slips to be filled out by each PowerUP participant. Copies of the permission slip will be available in the Operations Kit.
PowerUP Online uses software and online access provided by AOL to ensure safety controls guarding against inappropriate content.
The AOL accounts use special screening measures to limit access to online content based upon age appropriateness.
All third-party content featured on PowerUP Online must be approved for use by The Learning Company, a company that regularly monitors Web sites for age appropriate content.

Note:

PowerUP is a quickly growing and flexible organization. As we work with your organization and others, our structures and policies will grow to meet the needs identified. For updated or additional information about PowerUP policies, please contact your regional coordinator or view updates on PUPNet.