1. Aging & Independence Services CALL CENTER
INTRODUCTIONS:
***ASK THE GROUP “WHAT IS THE CALL CENTER PHONE NUMBER?”
Click the mouse.

2. HISTORY & OVERVIEW Aging Summit – 05/27/1998
Single Point of Entry for persons accessing aging/disabled service system
County Board of Supervisors authorized expanding AIS I&R program
Current Call Center has 11 Specialists & 2 Supervisors.
WHO HAS HEARD OF THE AGING SUMMIT?
WERE YOU AWARE THAT AFTER EACH AGING SUMMIT THERE ARE FOCUS GROUP MEETINGS THAT PROPOSE IDEAS BASED ON THE THEME OF THE SUMMIT.
ON 05/27/1998 THE IDEA FOR A SINGLE POINT OF ENTRY FOR PERSONS NEEDING TO ACCESS AGING/DISABLED SERVICE SYSTMS WAS BORN.
THE IDEA WAS APPROVED BY THE BOARD OF SUPERVISORS AND THE AIS I&R HOTLINE EXPANDED TO INCLUDE OTHER PROGRAMS.
CURRENTLY THERE ARE 13 SPECIALISTS AND 2 SUPERVISORS.

3. SERVICES PROVIDED Abuse/ST IHSS Care Management I & A Special Projects
WHEN YOU CALL THE 800# YOU HEAR THE RECORDING. BECAUSE THERE ARE SO MANY PROGRAMS THAT THE CALL CENTER PROVIDES THE SYSTEM TRACKS THE TYPE OF CALLS WE RECEIVE.
BEFORE THE SELECTION IS GIVEN THE PUBLIC AUTHORITY NUMBER IS PROVIDED IF THEY ARE CALLING ABOUT PAYCHECKS OR TIME SHEETS.
THE FOLLOWING IS THE LIST OF CHOICES OFFERED. BY SELECTING THE APPROPRIATE LINE A SPECIALIST WILL THEN ANSWER AND RESPOND TO THE CALLER.

4. ABUSE/ST Adult Protective Services/Senior Team
Mandated Reporters, are required by law to report suspicions.
Follow up your telephone report with a SOC 341.
ALL SOCIAL WORKERS ARE MANDATED REPORTERS. THE STATE LAW REQUIRES THAT ALL MANDATED REPORTS MAKE THE TELEPHONE REPORT AS SOON AS PRACTICAL.
THE SPECIALIST WHO ANSWERS THE #1 PROMPT WILL ASK A SERIES OF QUESTIONS TO COMPLETE THE TELEPHONE REPORT.
THE LAW REQUIRES THAT A MANDATED WRITTEN REPORT OF ELDER ABUSE WITHIN 2 DAYS OR AS SOON AS PRACTICAL.
THE WRITTEN REPORT IS A SOC IF YOU CAN’T FIND ANY IN YOUR OFFICES GOOGLE IT.
FOR COUNTY STAFF THE EASIEST WAY TO SUBMIT THE STAFF IS THROUGH COUNTY MAIL WE ARE AT MAILSTOP w433.

5. REPORTING TO APS/ST
Report any “suspicion” of a protective issue - older adult over 65 years of age or dependent adult.
Mandated Reporters are required by law to report suspicions.
As soon as practical give a Telephone report to the Call Center. (Option #1)

6. SOC 341
State law stipulates that the written form should be submitted within 2 days of the telephone report.
SOC 341 – Written form for Mandated reporters.
This form can be found with a Google Search.
Submit the SOC 341 to APS:
APS
P.O.BOX 23217
SAN DIEGO, CA
OR FAX –

7. IHSS
The Call Center is the Intake point for new referrals, re-applications & screening for eligibility.
Option 3 – a specialist will screen for eligibility and if appropriate take the referral.
Web referrals are available – call Cindy Vogel to register.
The call center screens out many of the callers for eligibility. Everyone has a right to apply, however the specialist uses a specific screening tool, ihss provides to the CC, that assists in ruling out individuals that are not at risk for placement or will have a high SOC.
If the caller insists on the referral the CC is instructed to take the referral.
If the caller is eligible, or may be eligible, we take the referral we use AIS SUITE which is access based.
NEXT, I want to review with you the face sheet that you receive with each referral.

8. CARE MANAGEMENT MSSP – 65 & older, active to Medi-Cal with NO SOC.
SOAR – 60 & older
Linkages – 18 & older
Call to screen clients that you feel could benefit from care management.
Web referrals are available – call Cindy Vogel to register.
AIS offers 3 types of care management. Call the 800# prompt 2 to refer a cl to care management. The Specialist will then screen for eligibility of programs and discuss the right one for your client.
The referral is taking over the phone and the waiting list changes every month.
Be prepared to spend approximately min with the Specialist and be prepared to give the following details for the client:
ADL’S/IADL’S
Contact people & their details
Whether the cl lives in subsidized housing, has MOW’s, Home Health, number of hours for IHSS
Any changes to the demographics, health, etc that have come from the assessment.
And as much detail about how CM will benefit the client.
There is a web-based referral for care management available contact Diane Rogier if you are interested in submitting the referrals yourself.

9. I & A (INFORMATION & ASSISTANCE)
Assess callers needs and provide appropriate resources in the community.
Use 211 San Diego Resource Database. To be added to a resource list contact Mona Freels
Discuss the I&A process – provide the cheat sheets for those that want access to our resources.
Invite all staff to call the 800# for a specialist’s assistance. Call the 800# is especially helpful when the SW is at the cl’s home or out in the field. Feel Free to call the 800# and ask for various resources that may benefit the cl.
At your desks, you can access the S drive and the same resources that the CC specialist use most often. If you find that you are not authorized to access the S drive in the CC folder, talk to your supervisor and they can open the authorization for you.
One of the resources that we get calls about is the Vial of Life (has everyone heard of the Vial of Life?). The Project Care sites and other organizations have their own version of the Vial. The CC often refers to these other agencies first.

10. SPECIAL PROJECTS COOL ZONE FLU SHOT HOTLINE Senior Smart Segments
OTHER AS DESIGNATED
Mention other seasonal programs that the CC provides individuals.
READY FOR A QUIZ??