Standard Operating Procedures, Manuals and Protocols

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AIRS Standards for Professional I&R and Quality Indicators

Source: Alliance of Information and Referral Systems
The Alliance of Information and Referral Systems' 6th edition of the Standards for Professional Information & Referral. As the field of information and referral (I&R) has evolved and expanded, the standards have changed to reflect the current realities, practices and needs of the I&R field. The standards serve as an important foundation for both new and existing I&R services and, from the beginning, have formed the basis of two very important credentialing programs: individual certification and agency accreditation.
(External Link) • File type: pdf
Associated Date: January 2009

Recording of TAE Training "The Art of Options Counseling"

Source: Technical Assistance Exchange
Options Counseling is a key service of ADRCs that supports informed long-term care decision-making by assisting individuals and families with understanding their strengths, needs, preferences and unique situations. This training is intended for staff who directly receive and respond to inquiries about long-term care options from consumers and families. The course defines options counseling, outlines key competencies needed to offer options counseling, and describes how it is operationalized in different organizations.
(Internal Link) • File type: .wmv
Associated Date: June 10, 2010

South Carolina's ABCs of ADRCs Replication Manual

Source: South Carolina
South Carolina compiled this how-to manual for establishing an Aging and Disability Resource Center.
(PDF)
Associated Date: November 01, 2007

Independent Living History and Philosophy: Orientation for IL Staff

Source: ILRU/NCIL
This four-part orientation to the history and philosophy of IL was produced by the ILRU/NCIL National Training & Technical Assistance Project.
(External Link)
Updated December 11, 2007

Oregon OC Professional Standards

Source: Oregon
These are professional standards for Oregon's Options Counselors. They include Job Tasks, Minimum Job Qualifications, and Job Requirements.
(Word)
(PDF)
Associated Date: September 2011

Utah SOP Manual Working Doc

Source: Utah
These are Utah's ADRC Standard Operating Procedures. They are updated but still being changed. They feature step-by-step guidance for how to provide ADRC services and information.
(PDF)
Associated Date: October 2011

Georgia's ADRC Administrative Guidelines and Requirements

Source: Georgia
This document includes a comprehensive description of Georgia's ADRC administrative guidelines and requirements. The goal of the guidelines and requirements is to help ADRCs deliver the information, assistance, awareness, access to services and support that consumers need to link with available and appropriate resources in the most integrated setting, without duplication of effort.
(Word)
(PDF)
Associated Date: March 2011

Maine VD-HCBS Materials

Source: Maine
Maine’s Veterans Independence Program (VIP) Resources: Veterans Participant Handbook provides guidance to help individuals to use the VIP.
(PDF) Caption: Veteran Participant Handbook
Associated Date: December 01, 2010

California Aging and Disability Resource Connection (CAL ADRC) Implementation Booklet

Source: California Health and Human Services Agency
This implementation booklet is intended as a CAL ADRC program guide for the duration of the project period, May 1, 2008 - April 30, 2011. The following essential information components are addressed in this booklet: California Community Choices Project, CAL ADRCs Background and Overview, CAL ADRC Core Elements, CAL ADRC Service Functions, Additional CAL ADRC Program Components, California Community Choices Evaluation: Overview, and Program Compliance and Monitoring.

(Word)
Added July 21, 2010

Illinois's Coordinated Point of Entry Standards

Source: Illinois
Illinois created a set of standards to ensure that ADRCs are integrated access points where consumers receive information and assistance, assessments of needs, care planning, referral, assistance in completing applications, authorizations of services, and follow-up to ensure that referrals and services are accessed.
(PDF)
Added June 21, 2010

Wisconsin: Keys to Supervising Options Counseling Staff

Source: Wisconsin ADRC
This presentation is from the Wisconsin state-wide ADRC conference. It provides strategies for supervising I&A/options counselors.
(Powerpoint)
(PDF)
Updated November 11, 2010

ADRC Supervisor Call Listening Feedback Form

Source: Brown County, Wisconsin ADRC
This document is used by the Brown County, Wisconsin ADRC site to provide feedback to staff after call listening by a supervisor. Call listening is a quality improvement strategy used by the Brown County ADRC to ensure staff are appropriately responding to initial calls to the ADRC and remaining open to the need for options counseling. The form also assesses staff competency in incorporating motivational interviewing skills into interactions with consumers and helps identify training needs.
(Word)
(PDF)
Updated October 14, 2011

Arkansas CLP Orientation Materials and Care Coordinator Manual

Source: Arkansas CLP
Arkansas created this fact sheet, Care Coordinator manual, and counseling checklist as training materials for use at the beginning of their Nursing Home Diversion Program/Community Living Program.
(Word) Caption: Care Coordinator Manual
(Word) Caption: Fact Sheet
(Word) Caption: Counseling Checklist
(PDF) Caption: Care Coordinator Manual
(PDF) Caption: Fact Sheet
(PDF) Caption: Counseling Checklist
Updated November 11, 2010

Alaska ADRC Operational Guide

Source: Alaska
The Operational Guide is an overview of Alaska's ADRC, with chapters on options counseling, marketing, and critical pathways.
(PDF)
Added January 4, 2010

Presentation from TAE Training - Options Counseling for Program Planners and Managers

Source: Technical Assistance Exchange
These updated slides were used in conjunction with the TAE Training session "Options Counseling for Program Planners and Managers" in the winter of 2010.
(Powerpoint)
(PDF)
Updated July 20, 2011

GA NHD - Activity Logs Presentation

Source: Georgia
This presentation from Georgia explains the purpose and process of creating a NHD activity log. It contains a flow chart that illustrates the process for data collection and documentation.
(Powerpoint)
(PDF)
Added May 17, 2009

MA NHD - Scope of Services

Source: Massachusetts
This document defines 6 elements within the scope of services of the MA Executive Office of Elder Affairs.
(Word)
(PDF)
Added May 16, 2009

MA NHD - Long Term Care Options Counseling Training Session Presentation

Source: Massachusetts
MA created these slides to train staff on long term care options counseling.
(Powerpoint)
(PDF)
Added May 16, 2009

Connecticut NHD “Choices At Home” Video

Source: Connecticut
“Choices At Home� is a video on self-directed care and was developed for the Cash and Counseling Pilot as part of the NHD program.
(External Link)
Added April 27, 2009

Connecticut NHD Cash & Counseling Training

Source: Connecticut
“Information For Caregivers� is an online educational tool that provides information about resources and services available for caregivers. It was developed by the Connecticut NHD program.
(External Link)
Added April 27, 2009

West Virginia ADRC Program Description

Source: West Virginna
West Virginia created this one page document to briefly describe the background, purpose and functions of the ADRC program.
(Word)
(PDF)
Added April 13, 2009

NY Connects - State Standards

Source: New York
The State Standards represent the organizational and procedural requirements local NY Connects programs use to guide program operations.
(Word)
(PDF)
Updated March 17, 2009

NY Connects Information and Assistance Video and Curriculum

Source: New York
This curriculum, "Choices for Long-Term Care" was developed by the New York State Office for the Aging in partnership with the Center for Excellence in Aging Services, University at Albany School of Social Welfare and the Professional Development Program of the University at Albany Rockefeller College.
(Internal Link)
(Internal Link)
(PDF)
Updated June 11, 2010

Georgia Guidelines for Assessment for Non-Medicaid Home and Community Based Services

Source: Georgia
This chapter establishes the guidelines for quality service and accountability for Area Agencies on Aging, (AAAs) Area Agency contractors, and subcontracting service providers when conducting client assessments for non-Medicaid Home and Community Based Services (HCBS).
(PDF)
Updated November 11, 2010

Arkansas NHD Comprehensive Training Manual

Source: Arkansas
Arkansas' comprehensive training manual, detailing different aspects of the NHD program including experiences, standards, and targeting high-risk individuals.
(Word)
(PDF)
Updated February 10, 2009

Georgia ADRC Video

Source: Georgia
This video can serve as a primer on ADRCs and provides vignettes of success stories of families who contacted the ADRC. It can be used for marketing or as a training tool for staff.
(Internal Link)
Updated February 10, 2009

Nevada Staff Training on State ADRC Website

Source: Nevada
Nevada has provided this presentation that trains staff navigating Nevada's ADRC website.
(PDF)
Associated Date: July 24, 2008

Nevada Staff Training Lesson Plan - ADRC Website

Source: Nevada
Nevada has provided this staff training lesson plan for navigating their ADRC website resources.
(Word)
(PDF)
Associated Date: July 24, 2008

Hawaii ADRC Customer Service Skills Training Outline

Source: Hawaii ADRC
Training outline developed by the University of Hawaii School of Travel Industry Management to train ADRC staff in customer service skills.
(Word)
(PDF)
Updated November 11, 2010

Hawaii Training Curriculum Grid

Source: Hawaii ADRC
A Training Curriculum Grid that summarizes subject areas of training, expected outcomes and training methods used to train staff in all counties in Hawaii as part of part of ADRC expansion initiatives. The training initiative was developed in collaboration with the University of Hawaii School of Travel Industry Management.
(Word)
(PDF)
Added June 19, 2008

Hawaii ADRC Orientation Training

Source: Hawaii ADRC
Training activities focused on staff or volunteer orientation at Hawaii's ADRC. Information on orientation training is organized by topic, expected outcomes and training methods. Modules include overview of the ADRC, goals, philosophy, values, target populations, referral processes, followup and so forth. The training initiative was developed in collaboration with the University of Hawaii School of Travel Industry Management.
(Word)
(PDF)
Added June 19, 2008

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

NH ServiceLink Program Review Checklist

Source: New Hampshire
New Hampshire used this checklist to conduct program reviews of their ServiceLink Resource Centers. The checklist outlines ServiceLink contract requirements and operating standards.
(Word)
(PDF)
Updated February 10, 2009

Wisconsin Long-Term Care Options Counseling Toolkit

Source: Wisconsin ADRC
The tool kit was developed by the state of Wisconsin to assist Aging & Disability Resource Center (ADRC) professionals in delivering long-term care options counseling services to residents. The toolkit consists of four parts. Click on the title above to be directed to another page containing the entire toolkit in individual parts with instructions on how to assemble it.
(Internal Link)
Updated July 25, 2012

Join the Training Bandwagon: Grantees Talk About ADRC Training - Monthly Call Notes - November 1, 2007

Source: ADRC-TAE
These notes summarize discussion from the November 2007 ADRC-TAE Monthly Call. The call covered the topic of ongoing training efforts in states and featured a virtual panel of grantees discussing their training activities.
(Word)
(PDF)
Associated Date: November 01, 2007

ADRC Training Roadmap: A Virtual Panel (no available resources yet)

Source: ADRC-TAE
This presentation was used on the November 2007 Monthly TA Call; the topic of discussion was Grantee Training Efforts.
Associated Date: November 01, 2007

Pennsylvania Pilot Site Training Programs

Source: Pennsylvania ADRC
This is a cumulative training report from a pilot site in Pennsylvania.
(Word)
(PDF)
Associated Date: November 01, 2007

New Jersey Guiding Principles for Training

Source: New Jersey ADRC
This document is used for registration for a training on New Jersey's guiding principles of Customer Service Excellence, Consumer Direction, and Cultural Competency.
(Word)
(PDF)
Associated Date: November 01, 2007

West Virginia Statewide Training Agenda

Source: West Virginia ADRC
This agenda details the events of a two-day statewide training that was conducted in conjunction with the statewide expansion of the WV ADRCs.
(Word)
(PDF)
Updated February 10, 2009

Compiled Michigan Training Materials

Source: Michigan ADRC
These training materials used by the Michigan Long Term Care Connection include a list of learning objectives, a topic checklist, and three evaluation surveys.
(Word)
(PDF)
Associated Date: November 01, 2007

"Virginia’s Key Strategic Initiative for Long Term Care: No Wrong Door"

Source: Virginia
This presentation is used for education and awareness about Virginia's No Wrong Door system.
(Powerpoint)
(PDF)
Associated Date: November 01, 2007

NH ServiceLink Conflict of Interest Policy

Source: New Hampshire ADRC, New Hampshire
This policy defines the ServiceLink Resource Center conflict of interest policy for contractors, staff, members of the advisory board or board of directors, and volunteers.
(Word)
(PDF)
Updated February 10, 2009

NH ServiceLink Conflict of Interest Disclosure Survey

Source: New Hampshire ADRC, New Hampshire
This survey is given to contractors, staff, members of the advisory board/board of directors, and volunteers of the ServiceLink Resource Center program to verify that they do not work for or have any interest in any parties or organizations doing business with the Resource Center.
(Word)
(PDF)
Updated May 7, 2009

Florida ADRC Training Manual

Source: Senior Resource Alliance, Florida ADRC
This training manual, distributed by the Senior Resource Alliance-operated ADRC pilot site in Orlando, Florida, is intended to provide the information and skills necessary for interacting with older adults, individuals with severe and persistent mental illness (SPMI), and their caregivers. The training is offered at three levels: 1) staff who have traditionally only worked with older adults about issues pertinent to an SPMI population, 2) front line workers such as hospital workers, and 3) community gatekeepers such as librarians. The manual is available by section or in full.
(Internal Link)
Updated February 10, 2009

Florida ADRC Training Manual - Full Manual

Source: Senior Resource Alliance, Florida ADRC
This training manual, distributed by the Senior Resource Alliance-operated ADRC pilot site in Orlando, Florida, is intended to provide the information and skills necessary for interacting with older adults, individuals with severe and persistent mental illness (SPMI), and their caregivers. The training is offered at three levels: 1) staff who have traditionally only worked with older adults about issues pertinent to an SPMI population, 2) front line workers such as hospital workers, and 3) community gatekeepers such as librarians. The manual is available by section or in full.
(Internal Link)
Updated February 10, 2009

Online Study Guide for Developing Aging Competency for Information & Referral/Assistance Specialists
Source: National Aging I&R Support Center
This Online Study Guide was developed by the National Aging I&R Support Center to assist aging information and referral specialists to build the full range of competencies needed to effectively serve older persons and family caregivers. Individuals can also use it, as well as trainers, in preparing staff to successfully become AIRS Certified Information & Referral Specialists in Aging.
(External Link)
(External Link) • File type: web
Updated April 30, 2009

Wisconsin ADRC Scope of Services - Provisions for Care Management Organizations

Source: Wisconsin
This document details the requirements and timelines that apply only to ADRCs in Wisconsin counties with Care Management Organizations, the organizations that manage and deliver the Family Care long-term care benefit in Wisconsin, in addition to the scope of services described for all Wisconsin ADRCs in the document titled "WI ADRC Scope of Services." These two documents are distributed with a third document, "WI ADRC Service Delivery Plan."
(Word)
(PDF)
Updated February 10, 2009

Wisconsin ADRC Scope of Services

Source: Wisconsin
This document details the scope of services to be provided by ADRCs in Wisconsin. Additional requirements for ADRCs in counties with Care Management Organizations, the organizations that manage and deliver the Family Care long-term care benefit in Wisconsin, are available in the document titled "WI ADRC Scope of Services "? Provisions for Care Management Organizations."? These two documents are distributed with a third document, "WI ADRC Service Delivery Plan."?
(Word)
(PDF)
Updated February 10, 2009

Wisconsin ADRC Service Delivery Plan

Source: Wisconsin
This document outlines the core services of ADRCs in Wisconsin. It includes a time frame template that ADRCs complete with information on when they will phase-in their target populations and services. This document is distributed with two other documents, "WI ADRC Scope of Services"? and "WI ADRC Scope of Services "? Provisions for Care Management Organizations."?
(Word)
(PDF)
Updated February 10, 2009

Florida ADRC Training Manual - Cover Letter

Source: Senior Resource Alliance, Florida ADRC
This training manual, distributed by the Senior Resource Alliance-operated ADRC pilot site in Orlando, Florida, is intended to provide the information and skills necessary for interacting with older adults, individuals with severe and persistent mental illness (SPMI), and their caregivers. The training is offered at three levels: 1) staff who have traditionally only worked with older adults about issues pertinent to an SPMI population, 2) front line workers such as hospital workers, and 3) community gatekeepers such as librarians. The manual is available by section or in full.
(PDF)
Updated February 10, 2009

Florida ADRC Training Manual - Appendix - Contacts and Resources

Source: Senior Resource Alliance, Florida ADRC
This training manual, distributed by the Senior Resource Alliance-operated ADRC pilot site in Orlando, Florida, is intended to provide the information and skills necessary for interacting with older adults, individuals with severe and persistent mental illness (SPMI), and their caregivers. The training is offered at three levels: 1) staff who have traditionally only worked with older adults about issues pertinent to an SPMI population, 2) front line workers such as hospital workers, and 3) community gatekeepers such as librarians. The manual is available by section or in full.
(PDF)
Updated February 10, 2009

Florida ADRC Training Manual - Chapter 5 - Mental Health (Severe and Persistent)

Source: Senior Resource Alliance, Florida ADRC
This training manual, distributed by the Senior Resource Alliance-operated ADRC pilot site in Orlando, Florida, is intended to provide the information and skills necessary for interacting with older adults, individuals with severe and persistent mental illness (SPMI), and their caregivers. The training is offered at three levels: 1) staff who have traditionally only worked with older adults about issues pertinent to an SPMI population, 2) front line workers such as hospital workers, and 3) community gatekeepers such as librarians. The manual is available by section or in full.
(PDF)
Updated February 10, 2009

Florida ADRC Training Manual - Chapter 4 - Eligibility for Medicaid and Other Assistance Programs

Source: Senior Resource Alliance, Florida ADRC
This training manual, distributed by the Senior Resource Alliance-operated ADRC pilot site in Orlando, Florida, is intended to provide the information and skills necessary for interacting with older adults, individuals with severe and persistent mental illness (SPMI), and their caregivers. The training is offered at three levels: 1) staff who have traditionally only worked with older adults about issues pertinent to an SPMI population, 2) front line workers such as hospital workers, and 3) community gatekeepers such as librarians. The manual is available by section or in full.
(PDF)
Updated February 10, 2009

Florida ADRC Training Manual - Chapter 3 - CARES

Source: Senior Resource Alliance, Florida ADRC
This training manual, distributed by the Senior Resource Alliance-operated ADRC pilot site in Orlando, Florida, is intended to provide the information and skills necessary for interacting with older adults, individuals with severe and persistent mental illness (SPMI), and their caregivers. The training is offered at three levels: 1) staff who have traditionally only worked with older adults about issues pertinent to an SPMI population, 2) front line workers such as hospital workers, and 3) community gatekeepers such as librarians. The manual is available by section or in full.
(PDF)
Updated February 10, 2009

Florida ADRC Training Manual - Chapter 2 - Interviewing Skills

Source: Senior Resource Alliance, Florida ADRC
This training manual, distributed by the Senior Resource Alliance-operated ADRC pilot site in Orlando, Florida, is intended to provide the information and skills necessary for interacting with older adults, individuals with severe and persistent mental illness (SPMI), and their caregivers. The training is offered at three levels: 1) staff who have traditionally only worked with older adults about issues pertinent to an SPMI population, 2) front line workers such as hospital workers, and 3) community gatekeepers such as librarians. The manual is available by section or in full.
(PDF)
Updated February 10, 2009

Florida ADRC Training Manual - Chapter 1 - Evolution of the ARC/ADRC

Source: Senior Resource Alliance, Florida ADRC
This training manual, distributed by the Senior Resource Alliance-operated ADRC pilot site in Orlando, Florida, is intended to provide the information and skills necessary for interacting with older adults, individuals with severe and persistent mental illness (SPMI), and their caregivers. The training is offered at three levels: 1) staff who have traditionally only worked with older adults about issues pertinent to an SPMI population, 2) front line workers such as hospital workers, and 3) community gatekeepers such as librarians. The manual is available by section or in full.
(PDF)
Updated February 10, 2009

Northeast Florida AAA Continuity of Operations Plan

Source: Northeast Florida AAA/ARC, Florida
The State of Florida is vulnerable to a variety of hazards that threaten its citizens, communities, businesses, economy, and the environment. The Continuity of Operations (COOP) Plan establishes policy and guidance to ensure the execution of the State of Florida, Department of Elder Affair's (DOEA) AAA mission essential functions in the event that mission services are threatened or incapacitated, and the relocation of selected AAA/ARC personnel and functions is required. Questions about this resource may be directed to Tom Ogden at Ogdent@elderaffairs.org.
(PDF)
(Word)
Updated November 20, 2007

Northeast Florida AAA Comprehensive Emergency Management Plan

Source: Northeast Florida AAA/ARC, Florida
The function of state, regional, and local agencies in disaster preparedness, response, recovery and mitigation procedures is to address and meet the needs of elder citizens through the coordination of mutual assistance. Cooperation and coordination in the Aging Network ensures all agencies will provide effective disaster relief services. This Disaster Plan encompasses recognition of responsibilities in the event of a disaster, natural or man-made, and its impact on Florida's elders. Questions about this resource may be directed to Tom Ogden at Ogdent@elderaffairs.org.
(PDF)
(Word)
Updated December 21, 2007

CMS Training: Medicare for People Under 65: Those Entitled Because of Disability or End-Stage Renal Disease
Source: Centers for Medicare and Medicaid Services
This interactive web-based training discusses and gives examples of people under 65 who may qualify for Medicare. This lesson describes situations that the disabled beneficiary may encounter. The lesson asks questions of the counselor and provides the correct responses in an easy to follow format.
(External Link)
Updated November 11, 2010

Kenosha County Information, Assistance and Access Staff Training Materials

Source: Kenosha County, Wisconsin
These training materials are used by Kenosha County, WI ADRC to train Information, Assistance and Access (I, A &A) staff at the ADRC. They start by administering a training survey, expect staff to keep a training log, and evaluate both knowledge and skills to train new staff and offer in-services to existing staff.
(Word) Caption: Kenosha County Staff Training Log
(Word) Caption: Kenosha County Staff Training Survey
(Word) Caption: Kenosha County Staff Knowledge Evaluation
(Word) Caption: Kenosha County Staff Skill Evaluation
(PDF) Caption: Kenosha County Staff Training Log
(PDF) Caption: Kenosha County Staff Training Survey
(PDF) Caption: Kenosha County Staff Knowledge Evaluation
(PDF) Caption: Kenosha County Staff Skill Evaluation
Updated November 20, 2007

College of Direct Support Website
Source: College of Direct Support
This website serves as an online educational resource for Direct Support Professionals in providing direct support to individuals with developmental disabilities. ADRC-TAE does not endorse any particular vendors or their services.
(External Link)
Updated November 20, 2007

Pennsylvania ADRC Handbook

Source: Pennsylvania
This handbook or manual of state services is designed to serve as a reference for Pennsylvania's ADRC staff. It outlines the variety of state level programs and services available in Pennsylvania, including the financial and functional eligibility requirements for those services.
(Word)
(PDF)
Updated February 10, 2009

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