Protocols and Scripts

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CDC Policy Tab E (no available resources yet)

Source: TAE
DO NOT POST
Associated Date: February 24, 2013

Aging & Independence Services Flowchart

Source: California
A handout provided at the Best Practices in Aging and Disability Partnerships Discussion session during the 2011 National Grantee Meeting.
(Word)
(PDF)
Associated Date: February 2011

Bangor's Intake Procedures

Source: Eastern Agency on Aging, ME
In order to accurately record and collect information from people who call for information and assistance, Eastern Agency on Aging Intake and Referral staff has a standard list of questions that are asked. This policy is developed to ensure that the information is consistent and applicable to the services requested.
(Word)
(PDF)
Added May 27, 2010

Bangor's Information and Assistance Procedures

Source: Eastern Agency on Aging, ME
This policy helps to outline the intake and referral process guidelines to be used by staff, paid or volunteer, to ensure consistency and completeness of the referral and assistance process.
(Word)
(PDF)
Added May 27, 2010

ADSSP Project Planning Tool Minnesota ADRC's, Alzheimer's and Dementia

Source: Minnesota ADSSP Grantee
Paper describes Minnesota's Memory Care Initiative: ADRC Model and Tools including data management, call center procedures, and outreach.
(Word) • File type: doc
Updated December 28, 2010

I & A Caller Brief Assessment from the Advanced Art of Options Counseling

Source: Wisconsin
This is a a checklist to guide the worker through a comprehensive conversation related to the contact. It is a tool from the training course Advanced Art of Options Counseling: The Core Competencies Explored and Experienced.
(Word)
(PDF)
Added May 12, 2009

Georgia Cross Referral Protocol

Source: Georgia
The purpose of this protocol is to streamline Intake, Referral and Assistance (I&R/A) between Aging and Developmental Disability services in the Southern Crescent Area Agency on Aging Region.
(Word)
(PDF)
Added August 18, 2008

Wisconsin Information and Assistance Follow-up Policy

Source: Wisconsin
The following document provides guidelines to ADRCs in Wisconsin in designing the required follow-up policy to examine outcomes and provide additional assistance to consumers if needed.
(External Link) • File type: pdf
(PDF)
Updated September 26, 2011

Indiana Standard Operating Procedures Manual

Source: Indiana LinkAge ADRC
The LinkAge pilot site in Indiana developed this detailed manual of Standard Operating Procedures, indicating how staff should handle many types of referrals.
(Word)
(PDF)
Updated February 10, 2009

Mississippi Interview Protocol

Source: Mississippi ADRC
The Mississippi ADRC staff has developed an interview protocol for questioning their Medicaid contacts about efforts to streamline access to long term care services and supports.
(Word)
Updated February 10, 2009

Bangor ADRC Intake and Referral Policy

Source: Bangor ADRC, Maine
A core service provided by the Community Services Department of Eastern AAA and ADRC is information and assistance to seniors and adults with disabilities. This policy helps to outline the intake and referral process guidelines to be used by staff, paid or volunteer, to ensure consistency and completeness of the referral and assistance process.
(Word)
(PDF)
Associated Date: December 20, 2010

Bangor ADRC Standard Intake Questions

Source: Bangor ADRC, Maine
In order to accurately record and collect information from people who call for information and assistance, Eastern AAA and ADRC Intake and Referral staff has a standard list of questions that are asked. This policy is developed to ensure that the information is consistent and applicable to the services requested.
(Word)
(PDF)
Associated Date: December 20, 2010

SC Aging and Disability Information Center Protocols for Tracking Referrals with LTC Waiver

Source: South Carolina ADRC
The ADRC in South Carolina, called the South Carolina Aging and Disability Information Center, or ADIC, uses a web-based information management system called SC Access that includes both a publicly searchable resource database and a secured I&R call and case management tracking system for use by professional staff in multiple agencies. The ADIC uses these referral protocols for tracking referrals through SC Access with the Aiken, South Carolina office of the state's long-term care waiver program responsible for functional eligibility (level of care) determinations, called Community Long Term Care, or CLTC.
(Word)
(PDF)
Updated February 10, 2009

ServiceLink Resource Center Adult Abuse Referral Protocols and Requirements

Source: New Hampshire ADRC
The ADRCs in New Hampshire, called the ServiceLink Resource Centers, or SLRCs, use these protocols for referring cases of self-neglect to Adult Protective Services (APS) through the Bureau of Elderly & Adult Services (BEAS). Additional information on legal requirements for APS and LTC Ombudsman referrals are also included.
(Word)
(PDF)
Updated November 20, 2007

Wisconsin Urgent Service Memorandum of Understanding ADRC and Community Care Portage County

Source: Wisconsin
This Memorandum of Understanding is intended to help clarify the conditions under which a referral for urgent services is appropriate and to ensure that each party is clear about the response process that will be used to address the urgent service needs of frail older adults and adults with physical or developmental disabilities.
(Word)
(PDF)
Updated November 12, 2010

Wisconsin ADRC, APS, and CCPC Memorandum of Understanding

Source: Wisconsin
This Memorandum of Understanding is to ensure that each party is clear about the process to be used to coordinate referral and response to adults in need of protective services.
(Word)
(PDF)
Updated February 10, 2009

2-1-1 San Diego/Aging & Independence Protocols MOA

Source: California
This Memorandum of Agreement is between the 2-1-1 San Diego and Aging and Independence Services. The agreement describes the following protocol areas : Referral Protocols, Resource Data Base Maintenance and Access, Coordination of Caller Data, and Standards.
(Word)
(PDF)
Updated February 10, 2009

FL ADRC Flow Chart (before)

Source: Florida
This flow chart shows how an individual accessed long term care services prior to the establishment of an ADRC in Florida.
(Powerpoint)
(PDF)
Updated February 10, 2009

Hennepin County, Minnesota ADRC Consumer Flow Chart
Source: Hennepin County ADRC, Minnesota
Hennepin County ADRC details in text and a flow chart, the process for consumer access to services.
(Word)
(PDF)
Updated February 10, 2009

MN ADRC Referral Protocols and Data Sharing Agreements

Source: Minnesota
Minnesota utilizes these referral and data sharing protocols to ensure that all staff provide information to consumers and work with partners in a consistent manner.
(Word)
(PDF)
Updated February 10, 2009

IA ADRC Case Management for the Frail Elderly Flow Chart (before)

Source: Iowa
Iowa documented the case management process for clients needing long term care services prior to the creation of the ADRC.
(Word)
(PDF)
Updated February 10, 2009

FL ADRC Flow Chart (after)

Source: Florida
This flow chart shows how an individual should access the long term care services through the ADRC in Florida.
(Powerpoint)
(PDF)
Updated February 10, 2009

Draft Protocols for Receiving Referrals in the SLRC from Hospital

Source: New Hampshire
This document provides the draft protocols for receiving hospital referrals to be used by Resource Center staff.
(Word)
(PDF)
Updated December 21, 2007

ServiceLink RC Referral Check-off Form for Hospital Discharge Planners

Source: New Hampshire
This document is a check-off form for the use of hospital discharge planners in determining whether an individual should be referred to the Resource Center.
(PDF)
(Word)
Updated December 11, 2007

Just1Call Protocols Manual

Source: Mecklenburg County, North Carolina
This manual details how to operate the Just1Call service, a one-stop information and referral call service serving older adults, individuals with disabilities and their families in Mecklenburg County, North Carolina.
(PDF)
(Word)
Updated December 21, 2007

AIS Call Center Greeting Flowchart San Diego

Source: AIS San Diego, California
This document provides a detailed script for the Aging and Independence Services call center automated greeting.
(Word)
(PDF)
Updated February 10, 2009

Richland County Wisconsin Emergency Protocols

Source: Richland County , Wisconsin
Richland County Wisconsin developed these emergency protocols help ADRC staff deal with medical or mental health crisis situations.
(PDF)
(Word)
Updated December 12, 2007

Richland County Call Map

Source: Richland County, Wisconsin
Richland, Wisconsin created a manual detailing procedures for handling information and referral calls.
(Internal Link)
(PDF)
Updated November 20, 2007