A.
Definition and Purpose
Information and Referral/Assistance is a service designed to
support consumers and caregivers in assessing their needs, identifying the most
appropriate services to meet their needs and linking them with the agency
providing the services. Information and Referral/Assistance is designed to
assist consumers and caregivers calling for assistance, in-person requests for
assistance and proactively through outreach.
The purpose of Information and Referral/Assistance is
to:
1) Inform older individuals of the
available opportunities, services, resources and programs in the
community.
2) Assist older
individual in identifying their needs and the type of assistance they
require.
3) Assist older persons in
remaining independent and in their communities by connecting them with needed
services and informing them of programs and services for which they are
eligible.
4) Increase older
persons' knowledge and awareness of public and private services and resources
available to them.
5) Make
appropriate referral by linking and connecting elderly clients with needed
services.
6) Conduct follow-up to
ensure appropriate services have been provided.
B.
Eligibility
Anyone 60 years of age and older or inquiring on behalf of
older persons disabled and/or 60 years of age and older is eligible for
Information and Referral/Assistance. Priority shall be given to older
individuals who are in greatest economic and social need, with preference given
to low-income minority individuals and to those older persons residing in rural
or geographically isolated areas. Families and caregivers of elderly persons
may also receive Information and Referral/Assistance for needed
services.
C.
Unit of Service
One unit of service equals one elderly client contact or
contact with a person on behalf of an elderly person.
D.
Minimum Program
Requirements
Information and Referral/Assistance must be provided by Area
Agency on Agency staff for services funded by Title III of the Older Americans
Act or other funds through an Area Plan. Information and Referral/Assistance
staff must adhere to the following program requirements established by the
Division of Aging and Adult Services.
1)
Service
Activities
The Information and Referral/Assistance Specialist will:
a. Develop and maintain resources in
the state approved online resource database on available public and private
providers in the community that are responsive to the needs of the elderly
person and the caregiver.
b. Update
the state approved online resource database as often as changes occur; but not
less than annually.
c. Receive all
incoming calls from elderly individuals, caregivers and the general public
according to Information and Referral/Assistance delivery characteristics (See
page 3).
d. Maintain
confidentiality of personal information obtained from a client. The client has
the right to confidentiality regarding his/her case record.
e. Recruit and train volunteers to be
utilized in the delivery of Information and Referral services.
2)
Location of
Service
Information and Referral/Assistance will be provided by the
Area Agency on Aging staff to ensure accessibility to the elderly population,
60 years and older, and to the disabled population within the planning and
service area of the Area Agency on Aging.
3)
Access to Service
The client may enter the service system at any point from any
source (telephone, written referral, walk-in, media advertisement, friend,
relative, neighbor, faith-based organization, senior center, adult day care
center, hospital, civic or social organization, federal, state or local
government agency, etc.). Information and Referral/Assistance must be available
during normal business hours, Monday through Friday.
4)
Delivery
Characteristics
a. Receive all
incoming calls from elderly individuals, caregivers and the general
public.
b. Collect and document
contact information and demographics on all incoming calls using the state
approved client tracking system.
c.
Evaluate all inquiries to determine whether the client is seeking service(s) or
information.
d. Callers seeking
information will be provided accurate information and scheduled for a fourteen
(14) day follow-up.
e. Callers
seeking services they are not eligible for according to the client contact
information and demographics collected will be provided alternate information
appropriate to their need and scheduled for a fourteen (14) day
follow-up.
f. Callers seeking
services they may be eligible for according to the client information and
demographics collected will be forwarded to the appropriate program specialist
and are scheduled for a fourteen (14) day follow-up.
(i) The program specialist will provide the
pre-populated Consumer Information
Form (CIF) from the care tool to the appropriate person
tasked with completing the CIF.
(ii) The completed CIF is returned to the
program specialist to determine service eligibility.
(iii) Client determined eligible will be
either scheduled for the service or placed on the waiting list in the state
approved client tracking system
(iv). Client determined ineligible will be
provided information on alternate resources according to
need.
5)
Staffing
a. The Area
Agency on Aging must employ a qualified person responsible for coordinating the
operation of the Information and Referral/Assistance program and maintaining
the state approved online resource database.
b. There must be an adequate number of
qualified staff or volunteers to perform the day-to-day operation of the
Information and Referral/Assistance program.
c. All Information and Referral/Assistance
staff must be able to communicate with the elderly who have speech, visual or
hearing impairment.
d. All
Information and Referral/Assistance staff must be knowledgeable of the
available services and resources in the community.
e. Volunteers utilized must meet the same
requirements of paid staff.
f. All
staff (paid or volunteer) must receive specialized training that consists of:
(i) Information on available community
service providers and resources;
(ii) The agency's operational policies and
procedures;
(iii) Completing
screening/intake, referral and assessment forms; and,
(iv) How to use the state approved online
resource database and Resource Directory to collect, organize, update and
retrieve information on a continuous basis.
