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

Learn about the transformation of the Eldercare Locator into a state-of-the-art call center providing elderly adults and caregivers with access to local resources. Discover the services offered, the development of the call center, and the benefits to users.

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

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  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.

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