1. Purpose of Information and Referral Services?

2. Purpose of Information and Referral Services The primary purpose of Information and Referral services is to link people with needed services by Identifying their needs, Finding the most appropriate services to meet their needs, and Linking them to the most appropriate service providers

3. Purpose of CAPS?

4. Purpose of CAPS Link people to needed services Within places they naturally gather In their own language By people who share their culture

5. For more information on Pathways to Positive Aging go to www.tceconline.org Transportation Services Physical & Mental Health Services Support Agencies/ Business in Community Home & Community Support Programs Spiritual Services Legal & Financial Services Social, Leisure, Volunteer & Cultural Services Local Businesses Family & The Older Adult Friends Circles of Care Long Term Care System for Older Adults Fremont, Newark and Union City

6. Goals of an Information and Referral System Understand peoples situation Give them the resources Prioritize and Plan Identify and Understand community resources When necessary, advocate Follow-up

7. Upon completion of this training, you will know… The functions of an information and referral service The many services available to seniors, including federal, state and local programs Importance of Confidentiality Limitations of a Community Ambassador Issues related to the Aging Process

8. Upon completion of this training, you will be able to… Effectively communicate with people Accurately identify peoples problems and needs Locate needed services and resources Help people make good choices when accessing services Follow-up with people Maintain records

9. Upon completion of this training, you should… Be aware of your own biases that may impact your client Understand that people have different perceptions from yours and be supportive of those differences Be nonjudgmental Show respect for differences Be flexible and open Be willing to seek out supervision and learn

10. As a Community Ambassador, Do Not...

11. Give medical advice Give medication advice, including the use of herbal remedies Give psychological counseling State you are social worker, counselor, case manager or other licensed professional Give legal advice

12. As a Community Ambassador, Do Not... Insult or demean Refuse service on basis of race, class, religion, etc. Accept payments or favors Violate confidentiality Violate other professional ethnics

13. Community Ambassadors Are Not Case Managers: Differ in Goals Knowledge and Ability Level of Supervision Primary Tasks Skills to Complete Tasks

14. What to Do When You Dont Know What to Do… Talk to your Site Coordinator Talk to the CAPS Coordinator Call the Senior Helpline at 510-574-2041

15. ETHICS Professional ethics are designed to protect the dignity and rights of people who are being served. They define a set of practices that Community Ambassadors are expected to follow

16. Ethics Community Ambassadors will ensure that the confidentiality of people they serve is preserved. This includes: The identity of the person, The persons request for services, The information provided to them, and The avoidance of any non-essential discussion or gossip concerning the older adult and his/her family.

17. Exceptions to Confidentiality When release of information is required by law Presence or risk of serious harm to the person or another person The person has given explicit and written permission

18. Client Rights To be empowered Anonymous/confidential access to information Assistance To be treated with respect and sensitivity Self-determination Accurate & comprehensive information Support in obtaining services

19. Whats wrong with this case? Recently one of our case managers referred a client to a mental health agency that provides therapy. The client refused the referral, stating that she did not want to participate. Seeing that the case manager was puzzled by her refusal the client stated her refusal was because she had a friend who received psychotherapy from that mental health agency in the past. Her friends husband was not aware that her wife had sought psychotherapy. At a social gathering, a staff member of the mental health agency saw the client, approached her and asked her about her progress. Her husband overheard the conversation. Her friend was very embarrassed and upset about the conversation as it created a lot of friction and was possibly the reason that the couple decided to divorce.