The Savvy Senior
By Robert Goodman, MSW
Locating & Accessing Community Resources & Services
“I need help and I don’t know where to turn!” Where would you begin to look if you needed help for a loved one? There are many government and community-based services available to assist older adults; people with mental, developmental, or physical disabilities; and caregivers. Finding them and accessing their services is often where the difficulty begins. How do I begin the search?
The first step in looking for services is to organize your or your loved one’s records. These include:
1. Personal Records
2. Legal Documents
3. Medical Records
4. Health Insurance information
5. Financial records
Step two is to add all your sources of income to determine your monthly income.
Next add the total value of all your assets.
Step three: Determine what kind of help the person needs: EDS
Make a list of the things the person can or cannot do and who is available to help, with what, and how often.
Can the person:
__ Take medication on time and in the correct dosage
__ Go shopping for food and clothing
__ Visit friends or drive a car
__ Travel by bus or taxi
__ Do light housekeeping
__ Do heavy housekeeping
__ Do the laundry
__ Afford to pay the bills
__ Write checks and pay bill efficiently
__ Take care of legal matters
__ Maintain personal cleanliness
__ Get dressed
__ Use the toilet
__ Sleep through the night
__ Safely use the stairs & outdoor steps
__ Look up telephone numbers and make calls without help
__Be safely left alone
WHERE DO I FIND THE SERVICES I NEED?
1. Internet (do a “Google” or other search engine search)
2. Library
3. White/Yellow Pages
4. Information & Referral/Crisis Helplines (ie, 2-1-1)
5. City/county/state/federal government
6. Area Agencies on Aging
7. Hospital social work/case management departments
8. Community health fairs/expos
9. Religious institutions
10. Referrals from friends, relatives, and colleagues.
WHAT DO I DO AFTER I HAVE LOCATED A PARTICULAR SERVICE?
Once services are located, it’s important to learn about the services and how they can address the needs of the person who needs help.
A valuable place to learn about services prior to making phone calls is to visit the agency/organization’s website. Read through the services and information described and take notes. The information you glean may be enough for you to know this agency or program isn’t what you’re looking for or on the other hand, it may sound like a perfect match. Narrowing down your choices this way without having to make numerous phone calls saves a lot of time and energy. Doing an internet search also provides prior knowledge about the agency, which is very convenient to have in advance of placing a call to them.
Although some services and programs can be applied for online, others should be contacted by phone.
PRIOR TO CALLING AN AGENCY FOR SERVICE
1. Determine your goals: What services does the person need? Be clear about the services you’re looking for by putting your goals and questions in writing.
2. Make a list of agencies you want to call.
3. Have your previously organized records near the phone for reference. Having quick access to answers will save you frustration, time, and money.
4. Have a notebook and pen ready for taking notes—don’t use small scraps of paper that could easily be lost. Do role playing to calm nerves.
CALLING THE AGENCY
A Sample Script
“My name is ________. I am caring for ________ who is my ________. I need ________. The hours I need this help are ________. Can you help me?”
If the answer is no, ask “Can you give me another name or agency to call?” If the answer is yes, ask“What services do you provide? What are the costs and how are they paid? Eligibility requirements? How long must we wait to get services? Can you send a brochure and application? What is your website address? Can you do an intake over the phone? To whom am I speaking? Do I need to speak to anyone else?”
Tips When Speaking with the Agency
1. Try to call in the morning.
2. Describe exactly what you need, when you need it, and any limitations you may have in paying for the service. Ask about services, fees, eligibility requirements, waiting lists, for their website address , and to send you a brochure.
3. Interview the agency; ask lots of questions. Determine by their demeanor and response if this would be the appropriate agency to fill the need.
4. Call several agencies to compare.
5. Keep good notes, including the name and number of the agency, the person you spoke to, additional phone numbers and/or email address, website, questions and responses, and names and contact info of additional agencies you were referred to.
6. Enlist the support of those you are calling; don’t put them on the defensive.
7. Be persistent and patient—it may take many calls to get the services you want.
8. Be assertive—call back and ask for a supervisor if you are not satisfied with the answers or advice. Document date, time, and contents of call, and file a complaint with appropriate funding agency, better business bureau, or chamber of commerce.
9. If denied services, ask how to appeal. You have the right to a written decision.
DENIALS AND APPEALS
Make a log of all correspondence and phone calls regarding denials. Include dates and names of people. When did you receive notice of the denial? How did you receive notification of the denial? Who notified you directly about the denial?
Most programs and insurance plans have a formal grievance procedure. Get the procedure in writing and follow through.
ONCE SERVICES ARE APPROVED
1. Develop a detailed file: name/contact info of agency, description of service, referrals of other services needed.
2. Follow up to be sure the services are appropriate and are being provided for in an efficient and effective way.
3. Document any gaps in service or prob-lems and follow up with agency to resolve problem.
4. If gaps of service are due to budget or other cuts, advocate before your elected officials.