Frequently Asked Questions

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Who owns the equipment?

Products are provided free of charge to eligible Illinois residents as a long term customer loan. The customer is able to keep the product for as long as needed. When it is no longer being used by the approved customer, we ask that it be returned so that others in need may also benefit from the program.

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I am a caseworker/referring agent and I am having issues submitting a referral.

Please use the Provider Portal button located at the top of this page for obtaining assistance.

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My referral was submitted…now what?

Once a referral is received by ICC, a staff member of the program will reach out to review the referral information and complete an intake process to discuss how we can help.

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I had my intake call, where are my items?

While ICC keeps many common items in stock, our person-centered service means that much of our equipment is purchased as needed. Wait times may vary depending on the availability of a staff member to your assess needs and/or environment, the availability of the equipment being provided, or for other service related issues.

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My friend got this item, why didn’t I?

AT solutions vary from person to person. Our person-centered service means that what is provided to each person will be based on their individual needs. Available program resources at the time of services may also affect what items are provided.

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Why can’t I have things delivered to my PO Box?

To ensure the equipment reaches the intended destination, we ship using UPS and require a signature at delivery. This ensures delivery to the correct recipient and keeps your equipment safe from theft. ICC is also able to hand deliver items or make them available for pick-up at IATP’s Springfield campus.

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My referral was closed without services. Why?

ICC serves the entire state of Illinois. The demand for services and equipment far exceeds our available resources. We have to limit our service to those exhibiting a need for the devices in order to maintain their independence and safety. While we strive to help as many eligible customers as we can, we have to prioritize based on need and cannot accommodate requests for non-necessary items.

Please be aware that ICC will call from a 217 area code, and will always leave a message with their name and a callback number when available. Services cannot be rendered if ICC cannot make contact with the referred individual, and the referral will be closed after repeated failed attempts.

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The item I received from ICC is broken/damaged/not working for me. What do I do?

Please contact us as soon as possible via phone or email. We want to make sure the equipment we’ve given you is working correctly and is still the best option for your needs. If something isn’t quite right, we can discuss other alternatives.

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The individual using this equipment is moving out of state, into assisted living, or the has passed away. What do I do with this equipment?

If the individual is no longer in need of the equipment; is moving out of state; has moved into assisted or long-term care; or has passed away, all items provided by ICC should be returned. These items will be cleaned, repaired as necessary, and used to serve another community member in need. Call us at 217-321-0980 to arrange a return.