1. ADRC of Oregon Call Module Introduction

2. Today’s Agenda: Welcome and Introductions Slide Presentation Demo Videos Information Only Call Referral With Follow-Up Scheduled Follow-Up Call Role Play and Practice Last Questions

3. Getting started…  Go to http://www.adrcoforegon.org http://www.adrcoforegon.org  Click on Provider Login

4. Getting started…  Login to the ADRC call module  Click on the icon for the call module

5. Step 1  When you initially take the call, introduce yourself and your agency and ask your caller:  Who are they calling for? (Themselves? Family? Client?)  How did they hear about us?  Record the method of contact (Phone, Email, In person, etc.)  If the caller is not calling for themselves, record Non – Consumer Contact Info.  See next two slides about Non-Consumer Contacts Click here to search for or add a caller who is calling on behalf of a consumer

6. a. Non – Consumer Contacts  Once you’ve entered the “non-consumer” contact name and/or telephone number, search to see if they (or someone with their agency) has called before. Use ONLY first 2 LETTERS of first and last name when searching

7. b. Non – Consumer Contacts  If the non- consumer contact information is found in the system, select their record ID  If no other history from the contact has been recorded in the system, add the new caller, and their agency information, to the system. →

8. Step 2  Add the consumer’s name and/or phone number and search to see if they are already in the ADRC system. (Hint: Use only part of the consumer name to eliminate spelling errors and reduce duplicate client entries)  If the consumer is located, select their record to tie the call to.  If not found….see step 3

9. Step 3  Add a new consumer record  Record First and Last Name  DOB  Address (Street, City, Zip)  County  Phone Number

10. Step 4  Record Demographics:  Required: Age, Gender, Race, Ethnicity, County, ZIP  Recommended: Lives with, Veteran Status, Primary Language  If the caller wishes to remain Anonymous:  Be sure to record County and Zip Code under demographics

11. Why collect demographic information from callers?  Funding  Outreach  Who aren’t we reaching?  Service gaps  Who’s not being served by existing programs?  ADRC Best Practices  This is being discussed by National ADRCs as quality service indicators.  More vs. Less

12. Step 5  Record Need Category and Need (Taxonomy)  If the caller has multiple needs, record all the needs expressed in the call.  Record “Status” after conducting a search for resources. (Met = Referrals offered; Unmet = No referrals available)

13. Step 6  Enter search criteria (same as need)  Narrow search by zip code and county OR search Statewide for services that are National/State  Select “Search”

14. Search Criteria  Category  Taxonomy Term  Zip Code  Location Type  Specific Area  You may use keywords and program names but this won’t pull new resources meeting the consumer’s need or may not alert you that the program no longer provides a service anymore.

15. Step 7  To compare service side by side, click the boxes to the left of the program and click “Compare selected services.

16. View of Service Comparison

17. Step 8  Before making a referral, click the name of the program and check to be sure the caller is eligible for the program services.  You can hover over each program name for basic information (see below)  Remember: This is not a static database, so program information can change from day to day.

18. Step 9  Check the Refer Via method (phone) than save the referrals

19. Printing Referrals  Your caller may want you to mail them the information…  Check the “refer via” and click “Print Selected Referred Listing” at the bottot of the screen.  A PDF document will be created.

20.  Return to Contact Record  **Be care NOT TO SELECT “Complete Call”

21. Step 10  Mark need as met/unmet  Record Notes  Offer to Schedule a follow-up  Record call type (see next 3 slides for definitions)  “Complete Call”

22. Three Call Types in ADRC Information AssistanceReferral

23. Information (non-billable) An I&A specialist provides information in response to specific inquiries about human services. The information may range from a limited response, such as a phone number or address, to detailed descriptions of programs and services and the conditions under which they are available.

24. Referral (billable) An I&A specialist provides referrals as well as information. Referrals involve assessing the needs of a client as openly and non-obtrusively as possible, identifying appropriate resources that meet those needs, and allowing the client to choose from a variety of service options. Inquirers may be aware of their problems in a general way but may need the assistance of an I&A Specialist to define their specific needs and understand potential solutions.

25. Assistance / Advocacy (billable) Assistance includes activities such as counseling, assessment, problem solving, care coordination, and follow up. When unsure of the available resources of a referral, advocates on caller’s behalf. This helps eliminate making inappropriate referrals. Advocacy is offered on behalf of an individual when, once eligibility is confirmed, services are not being adequately provided or when the individual is unable to obtain a service on their own.

26. Follow-up An I&A Specialist conducts follow-up to make sure that vulnerable individuals in difficult circumstances get the help they need. It involves contacting clients, with permission, a few days after the referral, to check on their situation. Did they get the help that they needed? And if not, what needs to be tried? (See Multnomah County Policy for scheduling/conducting follow-up calls).

27. Following-Up with a caller… When to…. When NOT to…. Why we follow-up…

28. When and Why to Follow-Up  To check on the safety of the caller.  To track met/unmet needs in the community.  To find out whether the caller received the information that was sent.  To ask “Is more assistance needed?” Ask if the caller has more questions. (Often people don’t know what to ask for in the initial conversation)  To develop rapport with a caller who is likely to develop a need for additional assistance.  To provide coordination of services and/or referrals.  To verify appropriateness of referrals and accuracy of the ADRC resource database.

29. When Not to follow-up  The conversation is brief and specific, as in a request for a phone number or a simple referral.  When the caller has indicated that he or she does not wish to have a follow up contact.

30. Follow-Ups  Got to the Contact Manager tab  Select “Open Follow-Ups” from Type drop down menu

31. Follow-Ups  After you conduct a search for “Open Follow-Ups”, a list of calls that have been scheduled for follow-up will appear.  Click on the client name to enter the follow-up call

32. Follow-Ups  Record notes, date of follow-up completed, Call Status (did you reach caller?), and Follow-Up status. To close the Follow- Up, select Close Follow-up Call

33. Searching for call records You can search for your call records by:  Caller Type  Caller Name  Date range  Call Type: Complete, In-complete, Open follow-ups, Closed follow-ups  Call ID

34. Printing your contact record to PDF…

35. Questions…