Resources

Locating & Accessing Community Resources & Services

By Robert Goodman, MSW

“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 children; 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?

 

ORGANIZE RECORDS

1. Personal Records

Name, address, dates of birth/marriage/divorce/death of spouse, children’s contact info, social security number, birth certificate, identification cards, etc. Military service: branch, dates of duty, date and type of discharge.

2. Legal Documents

Attorney name/contact info, living will, healthcare surrogate, will/trust, power of attorney.

3. Medical Records

• Doctors names (including specialty) and contact information.
• Chronic health issues /acute illness/surgeries/injuries , symptom/diagnosis dates, doctors/clinics/hospitals that treated the condition.
• Tests beyond those done as part of routine checkup (x-rays, cat scan, MRI, blood work) with dates, doctors, and location.
• Medications (pharmaceutical/over-the-counter) strength, dosage, frequency, date of first Rx, pharmacy name and contact information.
• Food/drug allergies, past drug reactions
• Identify what to do in a medical emergency: Emergency contact info, hospital name and contact info, doctors/family members/friends contact information.

4. Health Insurance File

Policy numbers ID cards, agent contact info, brochures/literature for health insurance: Medicare, Medicaid, Supplemental, Medigap, Private, Major Medical.

5. Financial

• Taxes, insurance policies, will/trust, investments, financial advisers/brokers/accountants contact info
• Organize bills and receipts by category:

Medical (health condition, doctors, tests, hospitals stays, medications, insurance),    professional services (lawyer/    account              ant). List bill paying info: provider, service      and dates, date paid by insurance, etc.

• Add the following forms of income: Wages, social security, SSI, pension, annuities, stock dividends, IRA, bonds, mutual funds, health savings account, rental income, royalties, IRA, interest, etc.

Total Monthly Income =  $________

• Add the following assets: home/rental/other property value, cars, burial policy, life insurance type/value, collectibles, antiques, personal belongings, etc.

    Total Value of Assets = $________

• Add the following monthly expenses: mortgage, rent, maintenance fees, assessments, utilities, landline/cell phone, custodial care (yard work, cleaning), food, clothing, transportation, taxes, insurance (homeowners, rental, life, long term, health, auto), unreimbursed medical expense including medication, special needs care, transportation, durable medical equipment, gifts/charitable contributions, professional services (legal/accounting), etc.

Total Monthly Expenses = $________

• Add the following examples of debt: home mortgage, other property, car/other loans, credit cards, etc.

Total Debt = $________

 

DETERMINE WHAT KIND OF HELP IS NEEDED

Make a list of the things the person can or cannot do and who is available to help, with what, and how often.

Needs Assessment 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

__ Do yard work

__ 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. Florida Health & Social Services Navigator Resource Guide (this publication) and other health and social services resource guides
2. Internet (do a “Google” or other search engine search)
3. Library
4. White/Yellow Pages
5. Information & Referral/Crisis Helplines (ie, 2-1-1)
6. City/county/state/federal government
7. Area Agencies on Aging
8. Hospital social work/case management departments
9. Community health fairs/expos
10. Religious institutions
11. 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?
• Most programs and insurance plans have a formal grievance procedure. Get the procedure in writing and follow through (see DCF Fair Hearings page 16, Medicare Appeals page 24, and Social Security Appeals page 29).

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 (see page 38). ◙

 

To request a workshop on Locating &

Accessing Community Resources, contact Robert Goodman, MSW at 561.245.7143 rgoodman@flnavigator.com