1.  Creative Resource Ideas for Return Callers Angela Brown, MSW, CIRS-A Ashley Morris, MSW

2. Attendees will leave this presentation with the ability to:  Empower return callers to think outside the box and utilize other resources  Effectively end calls when resources have been provided  Identify differences between I&R and case management  Distinguish between callers who have exhausted all resources and those whose challenges extend beyond the mere availability of resources

3.  A free, public service of the U.S. Administration on Aging that connects older adults, families, caregivers, and adults with disabilities, to resources in their local community.  I&R for this population when they inquire about available programs and services.  Education for callers on questions to ask when speaking with local providers.  I&R and education services are provided via telephone, chat, e-mail and mail.

4.  Number of Contacts (2012): 216,670  Top 5 Purposes of Calls: 33% Transportation 20% Financial Assistance 10% In-home Services 8% Medical Services (includes dental, vision and hearing) 4% Interest in Available Programs and Services

5.  Local Aging Service Providers: AAA, CIL, ADRC  State Offices: State Units on Aging, Health Insurance Counseling Programs  Elder Abuse Prevention: Long-Term Care Ombudsman, APS  National Organizations that help in the areas of: Housing, Home Repair/Modification, Food and Shelter, Taxes, Employment, Caregiving, LTC

6. Escalated Calls

7.  Cannot be handled on the frontline due the complexity of the circumstance and/or the characteristics of the caller.  Found in every establishment and is not necessarily indicative of staff performance or capability.

8.  Distressed: caller whose emotional state requires more time than usual, and the expertise of a specialist.  Skilled: call topics that are too complex to be handled at the front end; require more time, education and resources.  Return Callers: those who utilize all referrals and need additional resources.

9.  Caller felt mother was being abused in a long-term care facility.  Unable to get satisfactory help from the relevant agencies.  Contacted: LTC Ombudsman, APS, AAA, State Agency & Police

10.  Caller was told that her U.S. Senators and Representatives could maybe look into the situation and advocate for her.  As the conversation progressed, the caller began to think outside the box and decided to look into reporting the situation to the media.

11.  U.S. Senators and Representatives regularly advocate for their constituents.  State Senators and Representatives are also good resources.  Try to give local representatives to callers first, and use federal representatives as a back-up.

12.  A conduit for getting information to the community.  Able to ignite grassroots action and attract the attention of those in power.  Provide the media as a resource only to callers who feel that they are not being heard, and/or are looking to make lasting change.

13.  Caller had a number of medical bills that he could not afford to pay.  The local agencies stated that there were no financial resources available in the state to help him.  He did not have a chronic or terminal illness that would have attracted the assistance of a foundation.  Contacted: AAA and State

14.  Research was conducted on ways to pay medical bills, and Medical Billing Advocates were seen as a potential resource.  The caller was referred back to the AAA for medical billing advocacy services.

15.  The caller was encouraged to also inquire as to whether there were any other organizations or programs that could assist him in having his bill reduced as much as possible.  The client was motivated to think outside the box of getting money to pay the bill, and instead, shift his thinking to reducing the bill.

16.  When speaking with return callers in need of financial assistance, it is important to help them think outside of the box of getting money.  Exploring different avenues may help the caller to improve their situation by other means.

17.  Always equip the caller with appropriate questions to ask the referrals.  Remain aware of the protocols of your organization.

18.  Caller needed transportation from a rural area to a medical appointment in the city (30 miles).  No private resources (family, neighbors, or religious community) were able to assist.  Contacted all relevant agencies.

19. …There Are No Resources

20.  Distinguish between callers who have exhausted all resources and those whose communication and attitude are preventing them from receiving help.  Three Key Characteristics: o Caller has trouble receiving information from others o Caller has an “opposed” mindset o Caller is not actually facing a problem  Discerning what type of caller you are speaking with may give you a clue as to whether you even need to think outside of the box. For some, no amount of creative thinking or investigation will be of assistance.

21.  Reiterate what your service does  Give tips for future action  Inform the caller that you will get back to them if you find additional resources

22. I&R vs. Case Management

23.  I&R: The practice of providing “people…with information about a broad range of…services that might otherwise be unknown to them. [I&R] opens the door to the human service delivery system and helps people obtain access to the services they need.” (The ABCs of I&R, 2013)  Case Management: “a collaborative process of assessment, planning, facilitation, care coordination, evaluation, and advocacy for options and services to meet an individual’s and family’s comprehensive health needs…” (CMSA, 2013)

24.  Differences between I&R and Case Management: o Resource Connection vs. Theory & Evidence-Based Practice o Distinctive Assessment Types & Purposes o Advocacy & Follow-up vs. Care Coordination  Do not become the caller’s case manager unless you are designated by your organization to provide such services.

25. When engaging with return callers, remember to:  Empower them to consider and pursue every option available.  Politely close out calls when a person has truly exhausted all options. Leave the caller with a sense of hope and give them instructions for further action.  Draw appropriate boundaries and remain in the role of I&R Specialist.  Differentiate between callers who have exhausted all resources and those whose challenges extend beyond the mere availability of resources.

27. Angela Brown, MSW, CIRS-A Transportation Specialist abrown@n4a.org Ashley Morris, MSW LTSS Specialist amorris@n4a.org