1 / 16

The New Eldercare Locator Call Center What does it mean for AAA/Title VI Programs?

The New Eldercare Locator Call Center What does it mean for AAA/Title VI Programs?. What is the Eldercare Locator?. A free, public service of the U.S. Administration on Aging The first step for finding local agencies, in every U.S. community Connects to trusted resources – AAA/Title VI/ADRC

JasminFlorian
Download Presentation

The New Eldercare Locator Call Center What does it mean for AAA/Title VI Programs?

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. The New Eldercare Locator Call CenterWhat does it mean for AAA/Title VI Programs?

  2. What is the Eldercare Locator? • A free, public service of the U.S. Administration on Aging • The first step for finding local agencies, in every U.S. community • Connects to trusted resources – AAA/Title VI/ADRC • Helps older adults and their families access home and community-based services

  3. What does the Eldercare Locator do? For people who don’t know where to start… • Provides a single phone number and website for older adults and caregivers to get connected with local resources anywhere in the U.S. • Connects older adults to a local resource in their community that can help them live independently • Helps adult children living long distances from their parents find needed services • Helps caregivers find services that provide relief from daily caregiving tasks • Helps professionals find resources for older adults and caregivers

  4. The Basics • Toll-free number – 1.800.677.1116 (Established 1991) – 177,000+ calls in 2009 • Website – www.eldercare.gov (Established 2001) – 1,860,000+ visits in 2009 • Administered by National Association of Area Agencies on Aging (n4a) since 1991

  5. Funding by Cooperative Agreement with AoA What’s New • Based on AoA vision – Locator will be transformed from a call-routing system to a state-of-the-art, person-centered call center • In early June 2010, n4a was awarded the Eldercare Locator grant from AoA • Call Center will be housed @ n4a

  6. Why a Professionally-Staffed Call Center? • Personal touch • Additional expertise • New online resources for consumers

  7. Development of New Call Center • Work groups with AAAs and Eldercare Locator Advisory Council • Sub-groups on Protocols • General • Transportation • LTC • Caregiving • Donna Harvey, Director, Hawkeye Valley AAA

  8. Call Center Features • Five (5) Information Specialists • Two (2) Eldercare Counselors • Bilingual Information Specialist • Extended hours (9 a.m. to 8 p.m. ET) • Online Chat • Additional expertise from National Center on Senior Transportation (NCST), Family Caregiver Alliance and Benefits Check-up

  9. Information Specialist Role • Connect older adults and caregivers with AAA/Title VI/ADRC • Assist callers in understanding resources available at the local level • Provide information about other pertinent resources (SHIP, Legal Hotlines, Adult Protective Services, etc.) • Answer consumer e-mails

  10. Eldercare Counselor Role • Connect older adults and caregivers with AAA/Title VI/ADRC • Answer general questions about eldercare issues via phone and online chat • Assist callers in understanding resources available at the local level • Provide LTC education and general benefits information, if requested/necessary • Connect callers with additional expertise on caregiving and transportation, if requested/necessary

  11. Additional Expertise National Center on Senior Transportation (NCST) • Transportation options • Older driver safety • Caregiver transportation tips • Connect caller to local resources

  12. Additional Expertise Family Caregiver Alliance • Caregiver burnout • Behavior modification • Prepare for call with AAA/Title/ADRC

  13. Additional Expertise Benefits Check-up • General information on SSI, Medicaid, SNAP/food stamps eligibility • Abbreviated version of Benefits Check-up

  14. How will the Eldercare Locator assist callers in understanding what resources are available at the local level? • Explain that not all services are available in every area • Explain there may be different eligibility requirements, such as age and income for some programs • Explain that some programs might have different names in different areas • Tell them to ask questions

  15. Feedback • This is a new system and process for the Eldercare Locator – we will be learning and adjusting • The Eldercare Locator is focused on creating the best consumer experience possible IDEAS? THOUGHTS? SUGGESTIONS? Please share them with us!

  16. Thank you for participating! Helen EltzerothGlennae FrazierLynn Winchell-MendyCarma RyanDonna HarveyPlease direct any questions or comments to n4awebinar@n4a.org.

More Related