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

• 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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