protocol for fully functioning information & assistance - Western ...

Aging and
Disability
Resource
Network
Protocol Series
#3
PROTOCOL FOR
FULLY FUNCTIONING
INFORMATION &
ASSISTANCE
VERSION 1
May, 2012
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Table of Contents
ADRN Protocol Series .................................................................................................................................... 3
ADRN Partnership ......................................................................................................................................... 4
Philosophy of the ADRN ................................................................................................................................ 4
Service Operations ........................................................................................................................................ 4
What is Information and Assistance? ........................................................................................................... 5
Establishing Rapport ................................................................................................................................. 6
Gathering Information (Discovery) ........................................................................................................... 6
Selecting Providers .................................................................................................................................. 12
Making Seamless Referrals ..................................................................................................................... 13
Following-up ........................................................................................................................................... 14
Advocacy and System Change ................................................................................................................ 16
Qualities of the Information & Assistance Specialist .................................................................................. 17
Capacity Building of Information & Assistance Specialists ......................................................................... 18
Marketing, Outreach, and Public Education ............................................................................................... 20
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ADRN Protocol Series
1. ADRN Interagency Network Data Sharing Agreement
A. ADRN-MIS Standard Operating Protocol
B. Protocol for Data Sharing within the Aging and Disability Resource Network
[forthcoming]
2. ADRN Operations Manual
3. Protocol for Fully Functioning Information and Assistance
4. Protocol for Fully Functioning Long Term Support Options Counseling
A. Protocol for Seamless Access to HCBS Waivers
5. Protocol for Fully Functioning Benefits Assistance
A. Benefits Ladder
B. Benefit Maps
6. Protocol for Fully Functioning Family Caregiver Support Coordination [forthcoming]
7. Protocol for Economic Casework and Service Coordination [forthcoming]
8. Protocol for Handling Emergencies or Crises [forthcoming]
9. Protocol for Disability Capable ADRN Services [forthcoming]
10. Protocol for Aging Capable ADRN Services [forthcoming]
11. Protocol for Dementia Capable ADRN Services [forthcoming]
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ADRN Partnership
Information and Assistance is a core service of the Aging and Disability Resource Network
(ADRN) provided by the Aging and Disability Resource Centers. Staff participate in collective
program development, training and marketing as appropriate. A representative of each ADRC
participates in regular meetings for coordination of efforts and ongoing program development
and improvement.
Philosophy of the ADRN
There are several general principles followed by the ADRN staff:
• Older persons and adults with disabilities are the focus of our services. Their needs, values
and preferences are primary.
• We strive to empower our consumers by balancing encouragement to use their own skills,
abilities, and natural supports to manage formal and informal resources effectively with
helping them access long term services, supports, and public benefits.
• We are an objective, reliable, and neutral source of information on our five county region’s
services and benefits for older adults and adults with disabilities.
• We collect, house, and disseminate service information according to our
Inclusion/Exclusion and Conflict of Interest Policies.
• We are non-sectarian and non-partisan in our approach.
• We are sensitive to special populations and adults with disabilities. We make all efforts to
use specialized services and/or assistive technology (e.g. TTY, Interpreters, etc.) for our
consumers as appropriate.
Service Operations
The ADRCs while providing Information and Assistance (I&A):
• Follow a similar call structure to ensure appropriate and consistent I&A service, typically:
establishing rapport, gathering information (discovery), exploring options (education and
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service identification), selecting providers, making seamless referrals, and following-up as
needed.
• Enable a caller to talk with a live person as much as possible.
• Minimize the number of phone calls a person has to make to get to service providers by
using facilitated referrals (make appointments for a consumer) or warm referrals (hold a 3-
way phone call with the referent agency) as much as possible.
• Encourage callers to use the least costly and least restrictive service(s).
• Have telephone technology that includes a dedicated phone line and voicemail for the I&A
Specialist, capacity to do warm referrals, etc.
ADRN services are not structured as a crisis program. In crisis situations, staff will assess the
urgency of the call and make appropriate referrals to providers who can handle crises. Individuals,
who call outside of business hours and express they are in a personal crisis, will be instructed to
call crisis hotlines as appropriate or 9-1-1 for an emergency. See ADRN “Protocol for Crisis
Interventions.”
What is Information and Assistance?
Definition: Information and Assistance (I&A) is a service for adults with disabilities, older adults,
their families/caregivers, and professionals that involves:
• Identifying issues, strengths, and preferences to maintain independence; and
• Opening doors and linking with the array of services that support community living,
economic security, and health and wellness.
The components of the I&A process are:
• Establishing Rapport
• Gathering Information (Discovery)
• Exploring Options (Education and Service Identification)
• Selecting Providers
• Making Seamless Referrals
• Following-up
• Advocacy and System Development
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Information and Assistance is NOT:
• Intake into an ADRC agency’s core services although I&A can lead to assistance with
seamless access to the ADRC agency’s core services or to the services of external
providers. Seamless intake involves determining eligibility, gathering documentation of
eligibility when necessary, completing application and intake forms, and arranging for
the start date of services.
• Referrals made by non-ADRC staff (e.g. non-I&A Specialists such as Adult Protective
Service Staff, Community Employment Specialists, etc.) in the normal course of business
although they can make referrals to the ADRC I&A service or to external providers
based on the expressed needs of a consumer.
Refer to the AIRS Standards for Professional Information and Referral which are available at
http://www.airs.org/.
I&A involvement is generally expected to be short term, which is defined as 60 days or less,
unless extenuating circumstances exist.
The ADRC must have a system in place to ensure that people calling the ADRC speak directly to
a live person during published service hours, as opposed to an answering machine, except
during unusual circumstances.
I&A Specialists will respond within 24 hours or within the next business day to new incoming
calls. After the initial contact is made, I&A Specialists will send out written information within 3
business days and make appropriate referrals to outside agencies within 5 business days.
Establishing Rapport
The first job of the I&A Specialist is not to collect information, but to establish rapport and let
the caller tell his/her story.
Gathering Information (Discovery)
Initially the I&A Specialist must identify the intent of the caller, the intent of the consumer if
different than the caller, needs/preferences, and the level of caregiver stress. To do this, s/he
will follow the flow of the caller’s conversation and help him/her problem solve the issues,
ideally without taking notes or typing. The information collected is the foundation for the I&A
Specialist’s work.
In general, the I&A Specialist should ask open-ended questions such as “what type of assistance
are you looking for” or “describe a typical day,” or if the caregiver is the caller, “on a scale of 1-
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10, how would you rate your current stress level?” while listening for underlying problems or
issues.
Some questions that can guide the I&A Specialist through a comprehensive conversation
related to the contact are as follows. The I&A Specialist will need to rearrange the order of the
questions based on the openness of the caller and the initial information s/he shares.
Identity of Caller
• Name, address, phone number
• Relationship to older adult/person with a disability - family, friend, neighbor,
professional
• Contact by phone, walk in, letter, office appointment
• How did they hear about the ADRC?
Identity of Consumer:
• Name, Address, Phone Number
• Date of birth
• Gender
• Marital status
• Ethnic background
• Current living arrangement
• Age group
• Disability types: Can be more than one – and how they impact their lives.
Intent of Caller:
• Why are they calling today? What do they see the problem to be? What needs do they
identify as primary?
• What would the caller like to see happen as a result of their contact with the I& A unit
today?
Intent of Consumer:
• Is the consumer the one calling?
o If not, does s/he know that the call is being made today?
• Is there anyone whom the consumer feels comfortable asking for help?
• Does the consumer feel threatened by other agency involvement?
• Can the I&A Specialist call the consumer directly?
• What are the consumer’s needs? preferences? values? short term and long term goals?
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Needs/Preferences/Values of Consumer and Caller
It is often helpful to let the caller, if an older person/person with a disability, tell the I&A
Specialist about a typical day. While the caller is talking, the I&A Specialist needs to listen for
the areas listed below and prompt them to talk about these areas as supportively as possible.
What are the Consumer’s Primary Needs and Level of Support required?
• Physical problems and strengths
• Hospitalizations in the past 30 to 90 days
• History of falls
• Medications
• Activities of daily living (ADL’s/IADL’s)-bathing, dressing, toileting, housekeeping, meal
prep, lawn care, transportation
• Cognitive status
• Emotional Status- examples of depression or mental health concerns
• Home environment-stairs, home conditions, adaptive aides in place or needs
• Support network-family, friends, neighbors, church, existing agencies
• Financial status-on benefit programs? Social Security, SSI, SSDI, Ability to meet basic
needs with financial situation
• Risk of institutionalization
Are there indications of caregiver stress in the household and/or with caregivers who provide
support?
1. Rating of current stress level on a scale from 1-10 with 1 being no stress and 10 being
extremely stressed?
2. Experiencing an increase in illness? Cold, flu or intestinal problems?
3. Receiving regular medical check- ups?
4. Regularly spending time on activities s/he enjoys?
5. Noticeable changes in sleeping habits since becoming a caregiver?
6. Employment status?
7. Feeling anxious or irritable more often?
8. Having someone to talk to about his/her feelings?
9. Having difficulty concentrating and making decisions?
10. Satisfied with the amount of support from his/her family?
11. Feeling others understand what s/he is going through?
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Information
Assistance
Contacts
Anonymous Contact in ReferNET if:
• No triggers suggesting that this person may need Benefits
Assistance or Options Counseling
• There is no need for an historic record on the person
• Caller prefers to remain anonymous
NO CLIENT RECORD CREATED IN REFERNET
Create Client Record in ReferNET if:
• Situation is urgent and/or requires need for an historic record
• Possibility of multiple contacts
• Triggers suggesting that this person may need Benefits
Assistance or Options Counseling
• The caller may need other services of the ADRC agency
• Caller is willing to give his/her name and identifying
information
CLIENT IS THE PERSON WHO NEEDS THE SERVICE
Exploring Options (Education and Service Identification)
The caller may need education about the services and the I&A Specialist must be
knowledgeable about community resources, able to verbally explain the kinds of services
available, and explore options.
If during the initial communication between the I&A Specialist and the caller it becomes evident
that the caller could benefit from one or several long term services and supports or other kinds
of services, the I&A Specialist can directly ask the caller if s/he would like to consider enrolling
in any of these services. Examples of long term services and supports are:
• Adult Day Programs PH-1600.0500
• Adult Residential Care Homes BH-8400.6000-040
• Ambulance Services LD-1500.0600
• Assisted Living Facilities BH-8400.6000-060
• Assistive Technology Equipment (LH-0600 lower levels)
• Home Barrier Evaluation/Removal BH-3000.3500
• Home Delivered Meals BD-5000.3500
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• Home Health Aide Services - LT-2800.3000
• Home Nursing - LT-2800.3100
• Homemaker PH-3300.3000
• In Home Assistance (PH-3300 – lower levels)
• Independent Living Skills Instruction LR-3200
• Medical Equipment/Supplies (LH-5000 lower levels)
• Medical Transportation BT-4500.6500-500
• Nutrition Assessment Services LF-4900.6200
• Paratransit (BT-450.650)
• Personal Care PH-3300.6500
• Personal Emergency Response Systems PH-1800.6260
• Pest Control Services JP-6500.6500
• Senior Ride Programs BT-4500.6500-800
Examples of other services:
• Food pantries
• Mental health services
• Socialization services
• Health services
These guidelines can help when helping a caller determine the best service or package of
services:
• Begin with the least restrictive and least costly types of services i.e., home delivered
meals, lifeline, friendly visitor on the service continuum.
• Describe services in the form of an action plan - for example, “first, you may want to try
this service as it is simple to set up and inexpensive; next, you will want to call
PASSPORT for a full assessment etc. and explain what they might expect as they contact
agencies or apply for benefits.
• Group services by options along the continuum of care i.e., services that are provided in
the home, intermediate level of care in assisted living or apartment living, skilled level
of care services-nursing homes, etc.
• Refrain from overwhelming the caller with too many choices as the I&A Specialist can
always call them back.
• Engage in initial assistance with decision support, i.e., helping the caller weigh the pros
and cons of choosing certain services, their cost, and location. For example, choosing
assisted living at a certain cost is much more expensive than bringing in meals and a
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housekeeper. When more complex decision support is needed, a referral should be
made for Long Term Care Options Counseling.
The I&A Specialist should listen for cues that signal the person is at the point of decision-making
such as maybe I… I don’t know… Someone told me I need… or I can’t… and ask him/her directly
if s/he would like additional support thinking through options and making choices. In addition,
if the I&A Specialist thinks the consumer could use public benefits, s/he can directly ask the
caller if s/he would like assistance applying for public benefits
The more knowledge of the range of long term services and supports that the I&A Specialist
has, the more effective s/he will be in identifying services that match the caller’s needs.
The Information Assistance and Options Counseling Committee will review and approve existing
resource materials to be disseminated by the ADRCs as well as resources to be included on the
ADRC section of each partner’s website. The Committee will also create informational
materials that currently do not exist or that exist, but need to be customized. Each ADRC should
keep a supply of resource materials at their center for dissemination to their consumers.
Based on the needs of the consumer, the I&A Specialist can mail a customized packet of
informational flyers to a caller within 3 working days of the call with a note that identifies the
ADRC, personalized as appropriate.
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Selecting Providers
Once the I&A Specialist has discussed options for services, s/he can use the resource database
in ReferNET and other resource sources, including www.Medicare.gov to help the caller select
providers. It is essential that the ADRC remain and be perceived as an objective, reliable, and
neutral source of information on services for adults with disabilities and older adults in the
region. The I&A Specialist can explain to the caller that providers are included in the ReferNET
database based on the Inclusion/Exclusion Policy and the Conflict of Interest Policy and that it is
imperative that the caller evaluate each provider and make the final selection. S/he may also
go to (or refer a caller to) www.Medicare.gov for quality indicators on hospitals, nursing
facilities, and home health agencies and provide that information to the caller. In addition, a
referral can be made to the Long Term Care Ombudsman (LTCO) program so the caller can
obtain complaint information as they make their provider selection.
It should be noted that not all individuals needing assistance in locating hands-on or chore
service providers want or need to work with a home health agency or other formal caregiving
providers. Some Ohio Medicaid Waivers have provisions whereby individuals can hire and
manage their own providers. Others are not Medicaid eligible or are able to pay privately for
these services. There is not one central repository for lists of independent providers although
the Ohio Department of Job and Family Services (ODJFS) does maintain a state-wide provider
list of non-agency independent contractors on its website:
https://portal.ohmits.com/Public/Public%20Information/Search%20Provider%20Directory/tabId/61/Defau
lt.aspx ADRC staff may call LEAP at this point for assistance in identifying independent providers
and other supports to meet the individual’s needs.
Selection of providers should be based on the information gathered during Discovery and the
Service Education/Identification processes. Selection criteria can include: location near
consumer or caregiver’s home; near caregiver’s place of employment; cost; amenities; religious
or cultural background; whether there is a provider waiting list; scope of available services; etc.
The I&A Specialist should reassure the caller that s/he can mail written information to support
the discussion. S/he should also assess the capacity of the caller to handle referrals for multiple
services/providers and prioritize needs. The process can be sequenced over several steps to
ensure the caller is linked to the most essential service(s) first.
ReferNET should be used to track referrals and feedback on experience of the caller that can be
gained in follow-up contacts.
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The Information Assistance and Option Counseling Committee will work with the 2-1-1s on the
Inclusion/Exclusion Policy that includes providers in ReferNET and other providers not in
ReferNET. The Committee will also develop a Conflict of Interest Policy.
All resources in ReferNET must be given to callers. I&A Specialists must not make qualitative
judgments about a provider without some quantitative or objective information to back that
up. Through a systematic process in collaboration with the 2-1-1s and based on the
Inclusion/Exclusion policy, some providers may be removed from the database. Referrals to
other providers that are not in the ReferNET database need to be vetted through a systematic
process.
Making Seamless Referrals
The following types of referrals can be made to expedite a seamless referral to a provider.
Type Characteristics Possible Advantages and
Disadvantages
Passive
referral
The caller is given contact
information for appropriate
service(s) and is left to make
her/his own contact at a time
that best suits the
caller/consumer.
This process gives responsibility
to the caller to take action on
his/her own behalf. However,
there is a greater likelihood that
the referral will not be taken up.
Consumer Information
Provided
None; the consumer
tells his/her story to
the referent
provider(s).
Facilitated
referral
The caller is helped to access The other service is made aware
the other service, for example, of the caller, and the caller is
the referring organization makes helped to access that other
an appointment with the other service. The caller may need to
service on the caller’s behalf, asks wait for a response to the other
the other service to make contact service.
with the caller or a caller is
transferred to the other service.
With verbal permission of
the consumer, the I&A
Specialist can provide the
referent agency with the
Basic Consumer Sketch
data in ReferNET and
other data as
appropriate, including the
purpose of the referral.
The consumer does not
need to repeat all of
their story to the agency
to which the caller is
referred and has relevant
information about
the consumer.
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Type Characteristics Possible Advantages and
Disadvantages
Consumer Information
Provided
Warm
referral
A ‘live’ three way conversation
in the presence of the caller
(whether face to face or by
telephone) in which the ADRC
introduces the caller, explains
what has already been done to
This provides an open and
transparent process in which
information can be
exchanged between the ADRC,
the caller and the other service
provider. Issues can be clarified
assist him/her and the purpose of immediately. The caller does
the referral.
not need to repeat all of his/her
story. The process relies on
someone being available at the
other service at the time the
caller is to be referred.
Same as above; but with
greater opportunity to
explain information
exchanged.
A cold referral to a provider should never be made. This is when the caller is transferred to
another service, without any immediate communication between the ADRC and the other
services, for example, by putting the caller into a call answering service. The other service may
be unaware of the nature of the call or of any information or services that have already been
provided. The caller may be frustrated that they have to re-tell their story or may not
communicate their needs in a way that allows the other service to see why the caller has
been referred.
The Information and Assistance Specialist can also make a referral to the Options Counselor to
assist the consumer with initiating the application process for specific services with providers
with whom special protocols have been agreed to.
Following-up
Definition: Follow-up is contact [typically, but not always by telephone] with a consumer following one
or several referrals to provider agencies. It can have multiple purposes:
• Finding out whether the consumer received the information that was sent, understands
the information, and has follow-up questions;
• Finding out if the caller needs assistance getting connected with service information
provided;
• Finding out what the caller’s experience has been with the referrals given;
• Finding out if the caller needs advocacy or assistance with an appeals; and
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• Checking on the caller’s safety if risk issues were identified.
Follow-up occurs after one or several referrals have been made. The I&A Specialist should
inform callers that they can call back with more questions at any time.
If a caller agrees or wishes to have a follow-up call, s/he will need to leave their name and
number. The I&A Specialist will ask permission to make a follow-up call and whether s/he is
able to leave a message when s/he tries to call. At a minimum, completed follow-ups will occur
with 30% of contacts.
It is necessary to follow-up when:
• There is a situation involving crisis, emergency or endangerment (There is a separate
protocol for this.);
• Basic needs of food, clothing and shelter were identified as primary issues and the caller
does not appear to have the necessary capacity to follow through and resolve their
problems;
• There are complex problems and multiple referrals;
• The amount of information may overload the consumer and it does not appear that the
caller will be able to proceed with the information independently (e.g. an individual who
has a hard time writing down the phone number of the referent agency);
• There is a caller who is very frail and has issues beyond the initial reason for the call (e.g. slow
learning; extreme situation at home; language barrier, etc.);
• The person is unsure, upset or disappointed;
• An application needs to be submitted by or on behalf of the consumer;
• Information has been sent to the person;
• There has been a history of problems with the organization to which a referral is made;
• The I&A Specialist is dealing with new or unfamiliar services or providers; or
• There is a complaint.
It is not necessary to follow-up when:
• The conversation is brief and specific, as in a request for a phone number or a simple
referral.
• The consumer has indicated that he or she does not wish to have a follow up contact.
Follow-up for initial contacts will be completed within 30 days of the original call or within 2
business days in an urgent situation.
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In general, the I&A Specialist will:
• Use professional judgment regarding when to follow up. Follow up does not do any
harm, so it is better to err on the side of overdoing it.
• Ask permission to follow-up.
• Make sure s/he is talking to the right person during the follow-up call.
• Avoid disclosing sensitive information or violating confidentiality.
• Keep records of follow-up activity in ReferNET.
• Refer to an Options Counselor or another staff person for a face-to-face or home visit when a
person does not appear to be able to follow through on referrals without assistance when the
I&A Specialist calls back, when assistance is needed, and for seamless access to publicly funded
services.
If, during the initial communication between the I&A Specialist and the caller (or with any
other ADRC agency staff), it becomes evident that the caller is in crisis, the I&A Specialist will
follow the companion ADRN Crisis Intervention Protocol.
Following-up
Intent:
• To help the
caller link to
needed services
Follow-up:
The process of contacting callers to determine whether their
needs have been met as a result of the referrals provided and if
not, why not. Possible outcomes:
• Caller follow up on referral and need was met
• Caller did not follow-up on the referral. Depending on the
time between the referral and the follow-up, it is possible
that the caller is still thinking about the next steps, discussing
it with family members or has been busy with other issues.
• Caller followed up on referral, but the need was not met
either because the caller received inaccurate information,
denial of service following assessment, waiting lists,
affordability
• Additional information or assistance is needed
Advocacy and System Change
When an I&A Specialist is assisting a consumer of publicly funded services with seamless access,
s/he may discover systemic barriers to a consumer accessing the service. Again each ADRC can
respond individually to this information by working with the administering body of the service
or with public elected officials to correct the problem or the ADRN can look at this collectively
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when the pattern exists across multiple ADRCs. Encouraging consumers to file complaints with
the Long Term Care Ombudsman program for specific long term services and supports may also
lead to system change.
Qualities of the
Information & Assistance Specialist
The Information & Assistance Specialist must be:
• Knowledgeable about the range of long terms services and supports and able to educate
callers about the services
• Skillful in using the ReferNET software and the ADRN enhanced resource database while
on the phone with the caller
• Professionally perceptive about helping the caller obtain information about services
appropriate for them and providers that reflect their needs, values, preferences
• Able to communicate complex information in a manner in which the consumer can
understand
• Sensitive to the needs of a caller who could benefit as a consumer of other more intense
ADRC services (Options Counseling, Benefits Assistance, Short Term Care Coordination)
• Skillful in assisting the caller with seamless transitions to other ADRC services, other
ADRC Agency Core Services, and other publicly funded services
• Skillful in seamlessly referring the caller to Adult Protective Services and LTCO
• Able to make referrals to external service providers
• Efficient and effective following up with the caller/consumer
• Skillful in completing necessary electronic reports
• Aware of other ADRN partner agency specialties
Understand the nature of the call
Intent of Caller:
Information Assistance
• What does the caller view as the reason for the call?
• What does the caller identify?
• Is there a reason to think the caller has greater needs than are apparent from the request?
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Capacity Building of Information &
Assistance Specialists
Information and Assistance Specialists are required to become CRS-A certified within 12 months
of being hired or in accordance with AIRS policy:
• At least one year of employment in Information and Referral (I&R) for applicants with a
Bachelors or higher degree
• Two years of employment in I&R for applicants with Associates/Community College
degree
• Three years of employment in I&R for applicants with a high school diploma or GED
• Five years of I&R employment with no educational qualifications.
New hires will have intense opportunities for shadowing others in their own agency or in
another ADRN Partner Agency and will have 2 calls per week monitored by his/her supervisor.
Ongoing staff will have 2 calls per month monitored. If a supervisor is monitoring a call, there
should be a message to the caller: “Your call may be monitored for quality assurance purposes.”
Secret shopper callings is another method of monitoring quality. Opportunities are available to
all I&A Specialists to brainstorm challenging consumer cases.
Agent:
Date/Time/
Record #:
Supervisor:
Topic/Client Need or
Situation:
CALL MONITORING FEEDBACK FORM
Note: A rating of Not Acceptable is given when the outcome is detrimental to the consumer
(consumer would have a negative experience) or to the ADRN Partner Agency. Requires
immediate correction.
Score
1. OPENING/CLOSING:
Friendly, welcoming tone of voice, uses appropriate greeting (identifies agency and self),
uses appropriate closing (encourages further contact), call flagged for follow-up upon
closing when necessary.
0=not acceptable; 3=correction/coaching needed 5=meets expectations
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2. ASSESSMENT:
Assesses needs accurately by asking the right questions and listening, uses tactful
probing, clarifies caller’s need when necessary.
0=not acceptable; 5=correction/coaching needed 10=meets expectations
3. INFORMATION:
Provides appropriate resources from the database, gives accurate information, gives
alternatives when needed, provides enough information/detail for the caller to follow
through, avoids giving advice.
0=not acceptable; 30=correction/coaching needed 40=meets expectations
4. COMMUNICATION SKILLS:
Uses appropriate tone of voice, volume, inflection and pitch. Responds in a nonjudgmental
and culturally appropriate way. Paces call properly, does not rush caller,
interrupt caller, or engage the caller in overly lengthy conversation. Avoids counseling.
0=not acceptable; 20=correction/coaching needed 30=meets expectations
5. PROCEDURAL:
Uses hold, transfer and conference appropriately, does not disconnect caller, records
demographics and call appropriately, follows ADRN policies and procedures.
0=not acceptable; 10=correction/coaching needed 15=meets expectations
Total
This call was handled very well. Excellent job!
Comments:
I & A Specialist:______________________________________
Date:___________________________________________
Supervisor:______________________________________
Caller:__________________________________________
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Marketing, Outreach, and Public
Education
Marketing and outreach activities of the ADRC are critical so people know about the programs
and services the ADRC offers. Older adults, adults with disabilities and their caregivers benefit
most from the ADRC if they are aware of the services offered at the earliest stages of need. The
ADRC responds regularly to requests for presentations for community groups, professional
associations, academic institutions and community boards. Consistent with the ADRN
marketing plan, the ADRC participates in community vendor fairs, local church requests for
booths and local workshop events where a booth space is offered. The ADRC tracks the
attendance, effectiveness, and response to these events in order to improve our ability to
target the potential audience and make our presence at presentation and booths as valuable as
possible. Each ADRC establishes a minimum monthly goal of number of presentations/booths
or outreach activities.
The ADRC Agency website is a valuable component of reaching long distance caregivers and
assisting professionals in the community who serve the ADRC target populations.
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