The Chicago Lighthouse’s Adaptive Technology Help Desk reached a new milestone today when it accommodated a request for assistance from its 3000th caller.

Reaching the threshold was Sharon, an employee of Mesirow Financial, who was seeking guidance in opening an e-mail attachment.  She now joins the ranks of 2,999 previous callers with visual impairments who have successfully utilized the Help Desk.

"Like every request before hers, I provided the assistance she needed," said Ray Campbell, who operates the Desk and is totally blind himself.

He noted that since it was established at the Lighthouse as a nation-wide service in April, 2006 as a one stop resource for any person who is blind or visually impaired seeking assistance with a technology-related problem, the Desk has reached out to individuals from 49 states, Canada, China, South Africa, New Zealand and Australia.  The program was made possible when the Lighthouse successfully matched a $41,000 grant from The Boeing Company.

Campbell, a former software engineer with Lucent Technologies for over 15 years, explained how the process works. 

"I can listen to the individual’s computer running the JAWS or Window-Eyes Screen Reader or ask them what’s happening on the screen, then figure out the problem and walk them through it," adding that as a person who is blind himself, he has figured out many tips and tricks to resolve problems and the Help Desk provides a way to share that knowledge with others.

Campbell also pointed out that if the callers are using version 10 or higher of the JAWS Screen Reading product, he can use JAWS Tandem, a feature that allows him to remotely access their computer and fix problems as if he was sitting in front of their keyboard.

 "I’ve helped people do everything from using software on the job to accessing their credit card information on-line to finding websites for clean jokes to communicating with their EHarmony.com matches," he laughed. 

In those cases when advice over the phone won’t work and if the caller lives in the Chicago Metropolitan area, Campbell or another Adaptive Technology Specialist will go to the person’s home or office and fix the problem on-sight.

Anyone with a visual impairment, as well as employers, teachers, or others working with this population can contact the Help Desk weekdays from 9:00 a.m. to 4:30 p.m. central time at 888-TCL(825)-0080, or via e-mail to ray.campbell@chicagolighthouse.org. 

Founded in 1906, The Chicago Lighthouse is one of the nation’s most comprehensive social service agencies.  Housed under its roof are the nation’s oldest low vision clinic; one of the few remaining clock manufacturing facilities in the U.S.; a nationally acclaimed school for children who are blind with multi-disabilities; a VA program serving veterans in all 50 states; and a radio station.