Multi-Service Centre

1. Multi-Service Centre MSC Home Support Services

2. Our Track Record in the Community • Multi-Service Centre began operations in July of 1978 • Offered some of the first Home Support Services (housekeeping, basic yard work, the occasional drive) later that year • Formal transportation program was added in 1981 • Meals on Wheels were ‘inherited’ from the Tillsonburg Kinette Club in 1982 • The first contract for personal care and homemaking was awarded the agency in 1982 • Supportive Housing (in designated buildings) was added in 1997 • Foot Care Services in 2003 • New programs—HAL and ALCom—Aug, 2008; • New program—ALComH-Jan09 (in partnership with TDMH)

3. Personal Support Services • personal assistance with bathing, dressing/grooming, hygiene needs, exercise and more provided by trained Community Workers. Services provided in various settings (client homes, nursing/retirement homes, apartment buildings, hospitals, etc.). •  Since 1978 -31 years!

4. Homemaking & Errands Service • housekeeping, laundry services, meal preparation, shopping, errands and special needs services provided by trained personnel in a variety of settings. • Since 1978 – 31 years!

5. Home/Yard Maintenance & Repair Services • indoor/outdoor tasks including lawn/garden care, snow removal, painting, windows cleaning (inside & out), minor repairs, etc. provided by brokered personnel. • Since 1978 – 31 years!

6. Meals on Wheels/Frozen Meals • Hot meals delivered to client’s door by volunteers and local business volunteer teams • MSC partnership with TDMH • Security check upon delivery • Special dietary needs meals • Homemade frozen options available through MSC  • Since 1982 – 27 years!

7. Transportation (Volunteer & Wheelchair) Services • Non-Wheelchair transportation available M-F (weekend exceptions made). • Wheelchair transportation is available Fridays in Tillsonburg. • Wheelchair transportation for “out of town” requires 5-business day notice. • Since 1981 – 28 years!

8. Foot Care Services • Basic foot care services in your home • Local foot care clinics where need is the greatest (Seniors community/ Livingston Centre) •  Since 2003 – 6 years

9. Patient Monitor Services • Bedside PSW presence • In Partnership with TDMH • Reduces family anxiety • Additional element of patient comfort • Since 2002 – 7 years

10. Assisted Living - in Supportive Housing • Minimal to moderate assistance • Seniors 65+ • Homemaking, personal services • Client assessed by SWCCAC and MSC • Connect Care Life Line included • Goal to help clients remain independent in their own home • Designated apartment buildings • Since 1997 – 12 years

11. Home at Last (HAL) • One day service program to seniors 55+ • Gets senior safely settled in at home after a hospital stay or emergency room visit • Services can include a drive home, grocery shopping, getting prescriptions, personal care and help with other tasks • Started August 18, 2008 • ( hospital discharges & emergency) • Excellent feedback so far

12. Assisted Living - in the Community (ALCom & ALCom H) • Minimal to moderate assistance • Seniors 65+ • Homemaking, personal services • Client assessed by SWCCAC and MSC • 100% are CCAC assessed as LTC eligible • Connect Care Life Line included • Goal to help clients thrive well in their own home • Client remains in own home – geographical area – ALCom – Started August 25, 2008 within TBurg boundaries ALCom H – Started January 2009 within 20 minute established safe response zones – all referrals must demonstrate expected reduced hospital admissions & reduced emergency visits goal – assessment includes number of TDMH visits, admissions

13. ALCom – today and tomorrow • Born out of current successful Assisted Living Infrastructure & staff experience • ALCom – works! We know that LTC eligible clients remain safely and happily on program for years. • Simple yet complex – simple because we use same framework. Complex because it is wonderfully tailored to the client’s unique needs.

14. ALCom-A Model for other Communities • Yes, TDMH, MSC, CCAC can lead this process • Seniors remain in own home • Seniors experience reduced loss • Seniors stay connected to neighbourhood…and the familiar • HR for ALCom – similar to SH • Response standards - geography

15. A Model for other communities • Model can be a standard for other communities • MUST hire the CW and right agency supports!!! • ALCom H works closely with hospital designated staff in educating patients, family, staff, community – strong advocate for the right service meeting patient needs. • Program staff become solid and dependable advocates and resources for seniors, families, community • Expertise in field – excellent clinical skills, geriatric specialty, highly committed to seeking life-satisfaction solutions on an ongoing basis • ALWAYS has current and accurate information about community services • Intimately involved in CS in region, cases, successes, part of CQI • Every person has the right to the right service

16. Value Added Features • Design and tailor services to meet client unusual needs – fishing client! • Accredited through Accreditation Canada since 2003 • High Volunteer service levels: 8, 666 volunteer hours in Home Support in 2007/08 • Strong policy, procedure & best practice culture (e.g. inclement weather, Health & Safety, Pandemic Planning)

17. Value Added Features - 2 • Risk Management & Incident Tracking • Health and Safety Program exceptional • Excellent staff & volunteer orientation & training • Excellent staff & volunteer recognition practices • Wellness program • Excellent client feedback