Information & Referral/Assistance

---

Resource Filtering Instructions: Click on any circular icon at the top of this page to display only resources with that attribute. Click on the orange "All" icon to restore the full list of resources.


National Elder Rights Webinar Training Schedule, 2011-2012

Source: NCLC
NCLC's National Elder Rights Training Project is part of the National Legal Resource Center, a collaboration of organizations sponsored by the Administration on Aging. Below you will see the entire list of webinars for our current series. You can download all the PowerPoints and recordings from our past webinars.
(External Link) Caption: National Elder Rights Training Schedule 2011-2012
Associated Date: May 2012

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

TAE Issue Brief - Supporting Adults with Physical Disabilities

Source: ADRC-TAE
The first in a series on supporting non-elderly populations, this paper highlights key topics to help ADRC grantees better understand how to support the needs and preferences of adults with physical disabilities.
(Word)
(PDF)
Updated December 11, 2007

Setting Inclusion/Exclusion Criteria: Determining the Scope of a Resource File

Source: Dick Manikowski, Detroit Public Library
This document, available from the National Aging I&R Support Center with permission from Information and Referral: The Journal of the Alliance of Information and Referral Systems, discusses the need for information and referral agencies to establish and publish formal guidelines for inclusion in, and exclusion from, their resource databases. Sample inclusion/exclusion criteria are appended.
(External Link)
Updated December 16, 2010

NASUA Vision 2010: Toward a Comprehensive Aging Information Resource System for the 21st Century

Source: National Association of State Units on Aging
This document provides an overview of the obstacles older Americans and their families face, The Older Americans Act Information Network, future trends that impact older Americans and their families, and challenges to the policies and programs in the aging network. The NASUA vision includes providing leadership, a comprehensive aging information resource system, being responsive, integrating relevant programs, adequate funding, skilled personnel, technology, and marketing.
(External Link)
Updated December 16, 2010

Opportunities for ADRCs to Strengthen the Home and Community-Based Direct Service Workforce
Source: The Direct Service Workforce Resource Center
The availability of trained direct service workers is threatened by dramatic increase in population age 65 and older and the growing demand for long-term services and supports (LTSS). This document explains why states and ADRCs need to focus on building their Direct Service Workforce to meet this growing demand.
(PDF)
Associated Date: December 2012

Connecting Older Adults and Persons with Disabilities with Personal Care Assistance: The Potential of ADRCs as Hosts for Publicly-Funded Matching Service Registries
Source: The Direct Service Workforce Resource Center
Several states are experimenting with solutions to help individuals who need long term services and supports connect with available workers. One approach is a publicly-funded matching service registry (MSR) that facilitates connections between qualified home care workers and individuals who self-direct their in-home services and supports. This document explains how registries can help match supply and demand, what the benefits of MSRs are for states and how to begin creating these registries.
(PDF)
Associated Date: December 2012

Earthquake preparedness guide for people with disabilities and other access or functional needs
Source: Earthquake Country Alliance
This is a guide specially developed for people with disabilities to prepare for earthquakes given their unique challenges during a potential disaster. This guide follows the Seven Steps to Earthquake Safety, featured in the Putting Down Roots in Earthquake Country series of publications at www.earthquakecountry.org/roots.
(External Link) • File type: pdf
(PDF)
Associated Date: September 2012

Living Well: A Guide for Persons with Mild Cognitive Impairment and Early Dementia

Source: Minnesota
The Minnesota ADSSP grant project 90AI0021 provided funding, in part, for this 53 page workbook for persons with mild cognitive impairment (MCI) and early dementia which contains sections on managing overall health issues, reducing stress, and also contains a section with resources and references.
(PDF) Caption: Living Well: A Guide for Persons with Mild Cognitive Impairment and Early Dementia
Associated Date: January 2013

ADRC Consumer Based Standards

Source: Oregon
These are the final ADRC Consumer Based Standards from Oregon. They include consumer expectations, ADRC standards, and draft performance metrics for six categories including IR&A and Options Counseling.
(PDF)
Associated Date: June 2012

Alcohol and Psychoactive Medication Misuse/Abuse Prevention Webinar
Source: Older Americans Behavioral Health Technical Assistance Center
This webinar, from the Older Americans Behavioral Health Technical Assistance Center discusses the prevalence of risk factors for and impact of alcohol and psychoactive medication misuse/abuse on older adults, as well as strategies for early intervention to prevent alcohol and medication misuse.
(PDF)
Associated Date: June 2012

My Thinker’s Not Working
Source: National Task Group on Intellectual Disabilities and Dementia Practices
My Thinker’s Not Working: A National Strategy for Enabling Adults with Intellectual Disabilities Affected by dementia to Remain in the Community and Receive Quality Supports was developed by a national task group co-chaired by the University of Illinois at Chicago's Research and Training Center on Aging and I/DD and the American Academy of Developmental Medicine and Dentistry. Task group objectives were to identify a workable screening instrument to help assess and substantiate suspicions of dementia-related decline, suggest and promote the development of practice guidelines for post-diagnosis health care and supports, and recommend models of community-based support and long term care for persons with an intellectual disability affected by dementia.
(PDF)
Associated Date: January 2012

OA Issue Brief Series Overview
Source: Older Americans Behavioral Health TA Center
This is the first in a series of issues briefs sponsored by AoA and SAMSHA that addresses behavioral health issues that are important to older adults. It provides an overview of the behavioral health needs of older adults, facts about BH and older adults, and highlights aging services as partners in behavioral health and health reform.
(PDF)
Associated Date: April 2012

ADRC Services Continuum Handout

Source: Portland State University
This handout for Oregon's Options Counseling 101 training explains and illustrates the differences in services along the "continuum" from Information and Referral to Case Management.
(Word)
(PDF)
Associated Date: February 2012

Florida complete-screening example

Source: Florida
This form is for a screening based on Florida's Medicaid and public assistance programs. Answer categories (instead of open-ended answers) make it easier to complete. By entering this client information into its Information and Referral (I&R) software application, the ADRC is able to share the client's responses among the agency staff assisting clients with Medicaid benefits, SNAP (Supplemental Nutrition Assistance Program, formerly Food Stamps), SHINE (Florida's State Health Insurance Program), and the Low Income Subsidy (LIS).

The answers are verified by staff as applications are completed throughout the process and the data can be updated with changes/additions when necessary. This streamlines the application process for the client since each staff member does not have to ask for the information to be repeated. The data collected are also available to the I&R Helpline and Intake staff allowing them to see what transpired, which helps them better serve the client on any subsequent calls.

(PDF)
Associated Date: May 31, 2011

ADRC Evaluation Focus Group Questions Aug2011

Source: Oregon
Oregon created this set of questions to guide focus groups held with staff as part of their evaluation. It includes sets of questions for Options Counselors, I&A Staff, and Supervisors.
(Word)
(PDF)
Associated Date: August 2011

MetroWest ADRC Mutual Intake/Referral Protocols

Source: Massachusetts
These protocols for mutual intake /referral were developed by the MetroWest ADRC in Massachusetts. The purpose of these policies is to ensure “no wrong door†for consumers, so that linkages to all appropriate community services and programs are provided with minimal fragmentation and confusion to the consumer. These protocols are used in the absence of a “warm transfer†capability.
(Word) Caption: MetroWest ADRC Information and Referral Form
(Word) Caption: Options Counseling Protocol
(Word) Caption: Intake Protocol
(PDF) Caption: Intake Protocol
(PDF) Caption: Options Counseling Protocol
(PDF) Caption: MetroWest ADRC Information and Referral Form
Associated Date: June 2009

Senior LinkAge Staff Section Q Protocols

Source: Minnesota
Minnesota's Senior LinkAge staff uses these protocols as they assist callers with questions about Section Q referrals. The protocols are based on Web referral fields and functionality that the Senior LinkAge staff uses when assisting callers.
(Word)
(PDF)
Associated Date: September 2010

Aging and Disability Resource Center (ADRC) Support Services

Source: Delaware
This document contains the service specifications for the ADRC supportive services offered in Delaware. ADRC Support Services include three components: 1) Options Counseling Support; 2) Hospital Discharge Support; and 3) Service Enrollment Support.
(PDF)
Added June 8, 2011

Nursing Home and Choices for Independence Verification Checklist

Source: New Hampshire ServiceLink Resource Center
This checklist from the New Hampshire ServiceLink Resource Center provides a list of resources which clients will need to bring as part of the application process for long term care services.
(Word)
Added August 16, 2010

Senior Linkage Line's Contact Center Customer Survey

Source: Minnesota
Minnesota's Senior Linkage Line distributes this Contact Center Customer Survey to ask about customer satisfaction.
(PDF)
Added June 24, 2010

Senior Linkage Line's Community Outreach Survey

Source: Minnesota
Minnesota's Senior Linkage Line distributes this Community Outreach Survey to ask about satisfaction with information & assistance and follow-up.
(PDF)
Added June 24, 2010

POMP Information & Assistance Satisfaction Survey

Source: Administration on Aging
AoA is sponsoring an effort to develop and field-test a core set of performance measures for state and community programs on aging operating under the Older Americans Act. The Performance Outcomes Measures project (POMP) helps States and Area Agencies on Aging assess their own program performance, while assisting AoA to meet the accountability provisions of the Government Performance and Results Act and the Office of Management and Budget's program assessment requirements. This is their I&A satisfaction survey.
(PDF)
Updated June 18, 2010

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

Colorado's Adult Resources for Care and Help Project Evaluation

Source: Colorado Department of Human Services
The evaluation was organized around the stated goals of streamlining access to appropriate long term care services, expanding and integrating information and assistance services, and identifying unmet needs and coordinating policy solutions through a regional advisory council. This analysis follows the federal program guidelines for ADRC evaluations.
(PDF)
(Word)
Updated October 14, 2011

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

ADRCs: Empowering People to Navigate Long-Term Health, Supports and Service Systems

Source: TAE
Katie Roeper of the Virginia Department for the Aging and Barbara Ettner of the TAE presented on how ADRCs empower people to navigate long-term health, support, and service systems to the 31st Annual Meeting of the Southern Gerontological Society.
(Powerpoint)
Added April 22, 2010

Strategies for Public Searches in the AIRS Taxonomy

Source: NASUA I&R Support Center, Technical Assistance Exchange
The AIRS/211 LA County Taxonomy of Human Services is a hierarchical classification system and indexing tool for information and referral services. This document provides users with some tips on how to make the AIRS Taxonomy more search-able by members of the public.
(Excel) Caption: List of Aliased Terms from NM
(Word)
(PDF)
Associated Date: March 2010

Integrating Person-Centered Planning into I&R/A and Options Counseling

Source: Technical Assistance Exchange
This is the Power Point presentation by Christina Neill Bowen given at the 2010 National Meeting during the session entitled Integrating Person-Centered Planning into I&R/A and Options Counseling.
(Powerpoint)
(PDF)
Updated March 2, 2010

Navigating Choice and Change: Implementing Person-Centered Planning

Source: University of New Hampshire, Susan Fox & Patricia Cotton
This is the Power Point presentation by Susan Fox and Patty Cotton given at the 2010 National Meeting during the session entitled Integrating Person-Centered Planning into I&R/A and Options Counseling.
(Powerpoint)
(PDF)
Updated March 2, 2010

Strategies for Improving Benefits Access from the August ADRC Monthly TA Call

Source: TAE
A presentation from the National Center for Benefits on access to benefits for seniors and younger adults with disabilities.
(PDF)
(Powerpoint)
Associated Date: August 06, 2009

Maryland STEPS to Surviving the Economy

Source: Maryland
Maryland developed this 21 page booklet to help guide seniors and persons with disabilities dealing with daily finances. This booklet is a compilation of resources and helpful tips to smooth the turbulent financial waters.
(PDF)
Added July 15, 2009

CT Information and Referral Form

Source: Connecticut
Connecticut uses this form for information and referral. It captures basic client information including demographic information, income, and information requested and sent to the client.
(Word)
(PDF)
Added May 16, 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

Ohio Warm Referral Grid

Source: Ohio ADRN
The referral grid describes characteristics of various types of referrals such as passive, active, cold, warm and lists the possible advantages and disadvantages of each type.
(Word)
(PDF)
Added June 16, 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

Planning for Information and Assistance (I&A) Services

Source: Wisconsin ADRC
This two-page paper highlights the topic of I&A in the context of the Wisconsin ADRCs.
(External Link)
Updated November 20, 2007

Asset Based Community Development - Monthly Call Notes - August 4, 2006

Source: ADRC-TAE
These are the call notes from the August 2006 monthly grantee call on Asset Based Community Development
(Word)
(PDF)
Associated Date: August 03, 2006

Asset Based Community Development Presentation - Monthly Call - August 3, 2006
Source: Michael Marcus
Presentation about Asset-Based Community Development given by Michael Marcus on August 3, 2006 Monthly Call
(Powerpoint)
(PDF)
Associated Date: August 03, 2006

Bangor ADRC Quality Feedback Process for Referrals (DRAFT)

Source: Bangor ADRC, Maine
As the Bangor ADRC project seeks to make the referral process simple and easily accessible by the consumer, it is important that feedback be given to the coalition and the providers as to the ease of referral. This policy helps to make the expectations clear.
(PDF)
(Word)
Updated December 12, 2007

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

AIRS Affiliates Listing
Source: Alliance of Information & Referral Systems (AIRS)
This document lists the contact info for AIRS affiliates.
(Word)
(PDF)
Updated November 20, 2007

ADRC Fall 2005 National Meeting - I&A Contact Sheet

Source: The Lewin Group, ADRC-TAE
The resources from the ADRC National Meeting on November 2-3, 2005 have been posted. The posted materials include the bios, presentations, and other resources from the notebooks, as well as other hand-outs that were distributed in sessions.
(Word)
(PDF)
Associated Date: November 01, 2005

ADRC Fall 2005 National Meeting - I&A Questions

Source: The Lewin Group, ADRC-TAE
The resources from the ADRC National Meeting on November 2-3, 2005 have been posted. The posted materials include the bios, presentations, and other resources from the notebooks, as well as other hand-outs that were distributed in sessions.
(Word)
(PDF)
Associated Date: November 01, 2005

Minnesota Presentation on Consumer Use of State Information and Assistance Resources

Source: Minnesota
This presentation provides information on consumer user of Minnesota's statewide information and assistance database.
(Internal Link)
(Internal Link)
Updated November 20, 2007

Minnesota Presentation on the ADRC Role in the State Information and Assistance System

Source: Minnesota
This presentation provides information on the role the ADRC plays in Minnesota's statewide information and assistance database.
(Internal Link)
(Internal Link)
Updated November 20, 2007

Minnesota Presentation on Information and Assistance Database

Source: Minnesota
This presentation provides information on Minnesota's statewide information and assistance database.
(Powerpoint)
(PDF)
Updated November 20, 2007

Report on 2-1-1, 5-1-1, and Human Services Transportation
Source: U.S. Department of Transportation
This report was sponsored by the Federal Transit Administration in October 2004 in order to provide an assessment of the potential roles of the 211 and 511 telephone services in coordinating the scheduling of human services transportation.
(External Link)
Updated December 12, 2007

Current Status of 211 Programs- Information on Community Services and Volunteer Opportunities
Source: United Way of America and the Alliance for Information and Referral Systems
This site shows the current status of 211 programs across the country. 211 programs connects individuals with community services and volunteer opportunities.
(External Link)
Updated December 12, 2007

Serving Older Persons with Visual Impairments and Their Caregivers

Source: NASUA
As part of its National Family Caregiver Support project, NASUA developed a monograph, 'Serving Older Persons with Visual Impairments and their Caregivers: Suggestions for State Units on Aging.' The document provides information about serving persons with visual impairments and their caregivers and also contains the list of state contacts for the Older Blind Independent Living Programs.
(Word)
(PDF)
Updated November 20, 2007

MN Resource Data Collection Survey - Agency
Source: Minnesota Board on Aging, Minnesota
MN's paper survey of general agency information including funding source for the agency.
(Word)
(PDF)
Updated November 20, 2007

2-1-1 - Call Audio - September 6, 2004

Source: The Lewin Group, ADRC-TAE
This an audio recording of a monthly TA call on 2-1-1.
(Internal Link)
Associated Date: September 06, 2004

Resource Data Collection Survey - Site

Source: Minnesota Board on Aging, Minnesota
This is Minnesota's paper survey used to populate the state's rental housing information site; the survey captures information on the resources offered by the location.
(Word)
(PDF)
Updated August 12, 2009

Resource Data Collection Survey - Services

Source: Minnesota Board on Aging, Minnesota
This is Minnesota's paper survey used to populate their human services database.
(Word)
(PDF)
Updated November 20, 2007

Navigating the Long-Term Care Maze
Source: AARP
AARP describes elements of successful Information and Assistance (I and A) Programs for older adults and their families and provides case studies of Indiana, Wisconsin, and New Jersey I and A programs.
(External Link)
Updated November 20, 2007

Alliance of Information & Referral Systems (AIRS) Standards
Source: Alliance of Information & Referral Systems
Requirements and standards for AIRS accreditation for professional Information & Referral and Operation of 2-1-1 System, 4th Edition, Revised October 2002. Standard 16: Governance described on pages 22-24
(External Link)
Updated November 20, 2007

Alliance of Information & Referral Systems (AIRS) Standards - Assessment and Implementation Guide
Source: National Association of State Units on Aging
A guide developed for State and Area Agencies on Aging and local providers to use to examine their I&R/A services against AIRS Standards.
(External Link)
Updated November 20, 2007