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					Resource Centered: Best Practices in Achieving Customer Satisfaction                                   Page
                                                                                               October 6, 2009
                                                                                                                 1
                                                                                                Issue #9-1




     R ESOURCE C ENTERED
Technical Assistance for Wisconsin Aging and Disability Resource Centers (ADRC)
Department of Health Services, Office for Resource Center Development (ORCD)




ADRC Quality: Best Practices in Achieving Satisfied Customers
The purpose of this technical assistance bulletin is
to highlight key factors and present best practices                     INSIDE THIS BULLETIN
for satisfying ADRC customers. This information
represents a compilation of research results                             Introduction
                                                                         Accessibility
obtained from the 2008 Customer Satisfaction
                                                                         Personalization
Survey and examples of best practices gathered
                                                                         Knowledge
during 2009 site visits with Aging and Disability                        Empowerment
Resource Centers (ADRCs).                                                Guidance
                                                                         Conclusion
This document will provide best practices that you                       Resources
can implement in your ADRC that are known to
have a positive impact on customers’ experience.




Introduction
In 2008, the Office for Resource Center Development contracted with Analytic Insight, under the leadership of
Dr. Amy Flowers, to conduct a research project and evaluation of ADRCs. The purpose of the project was to
define quality customer service in information and assistance and options counseling services, develop quality
indicators and measures, evaluate the quality of customer service provided by Wisconsin ADRCs, and provide a
framework and tools to use in ongoing quality evaluation and improvement. The project included customer
focus groups, ADRC staff interviews, and a telephone survey of 1653 ADRC customers.


Five categories or domains of customer satisfaction emerged through the analysis of the survey data. The
domains represent the key outcomes that lead customers to express satisfaction with the ADRC and its
services. Understanding these key outcomes and those things that influence high performance helps ADRCs
to implement policies and processes that can make ADRC customers’ experiences a positive one, as well as to
identify what will be important to measure, evaluate, and improve over time. The five domains of customer
satisfaction in information and assistance and options counseling include:


       Accessibility. Customers have access to an ADRC that is easy to find, warm and welcoming, and
       accessible.
Resource Centered: Best Practices in Achieving Customer Satisfaction                                  Page 2

       Personalization. Customers receive information and assistance that is personalized for them and their
       special circumstances.
       Knowledge. Customers receive accurate and easy-to-use information, assistance, and referrals from a
       professional who is knowledgeable about a wide range of services.
       Empowerment. ADRCs help customers feel empowered and in control of their lives by offering and
       exploring choices available to them, weighing pros and cons, and connecting them with the services
       they choose.
       Guidance. ADRCs help customers access, simplify, and navigate complex systems so they can get the
       help, services, and supports that they need.


In addition to the research project, regional ADRC quality specialists from the Office for Resource Center
Development (ORCD) visited each ADRC during 2009 to discuss individual research results, discuss current
ADRC practices, and plan for quality improvements. In addition, regional quality specialists collected best
practices to share with other ADRCs. This document is a compilation of those best practices.


The following sections will list best practices that have the potential to impact and improve ADRC performance
in the key outcomes/domains of customer satisfaction. The information contained in this document is
intended to enable ADRCs to better understand the customer service expectations of their customers and the
ways that ADRCs can meet these expectations.




Accessibility
There are nine quality indicators that influenced a customer’s perception of the ADRC in the Accessibility
domain. The indicators include:


       % of customers who indicate that the hours open were excellent.
       % of customers who indicate that parking was excellent.
       % of customers who indicate that the ADRC was warm and welcoming.
       % of customers who rate the privacy when talking to the ADRC specialist as excellent.
       % of people who the rate the waiting time as excellent.
       % of customers who report that the ADRC is conveniently located and easy to find.
       % of customers who rate the accessibility of the ADRC as excellent.
       % of customers who rate the responsiveness as excellent.
       % of customers who rate the ease of finding the phone number as excellent.


Following is a list of ADRC best practices that correlate with high performance in the accessibility domain.
ADRCs wishing to improve quality in this area might consider implementing some of these practices or
physical plant characteristics.


       Hours Open. The ADRC is open during regular business hours, with evening, weekend, and holiday
       hours being offered and available to meet the needs of the customer.
Resource Centered: Best Practices in Achieving Customer Satisfaction                                 Page 3

      Parking. Customer parking is adequate, easy to find, free, and in close proximity to the ADRC
      entrance. Several ADRCs have reserved parking spaces for ADRC customers.


      Warm and Welcoming. As customers enter the ADRC, they are greeted by staff and an environment
      that is warm and welcoming. Staff are trained in customer service and are aware of and address any
      negative influence or stigma customers may experience based on the location of the ADRC or the
      history of the building.


      Privacy. Customers meet with ADRC staff in a private office or conference room so that confidentiality
      can be maintained. Personal information regarding customers is not discussed or over-heard by
      others working or visiting the ADRC.


      Waiting Time. Many ADRCs have a process or policy for walk-ins or those waiting for appointments to
      ensure that customers are not waiting too long. Some ADRCs have a sign that directs the person to the
      receptionist if they have been waiting longer than 15 minutes for an appointment.


      Convenient Location & Easy to Find.
            The ADRC is conveniently located in the community and is on the community bus route where
             available.
            The ADRC offers an outreach location(s) within the county or region which is convenient for
             customers. Examples in Wisconsin include having outreach sites in churches, malls, hospitals,
             clinics, and grocery stores. ADRCs that are concerned with the convenience of its location have
             opened satellite offices with regular hours in other areas of the county or region to better
             accommodate customers’ needs. Outreach or satellite site hours are advertised.
            The ADRC is easy to find. Exterior and interior signage is adequate and directs customers to
             the ADRC. Readable, well-placed signage is a form of advertising, and ADRCs reported that
             many customers walk-in to inquire about ADRC services after seeing the sign.
            ADRC signs are colored coded throughout the building for visual recognition and ease in
             directing customers to the ADRC.


      Accessibility.
            Barriers are systematically evaluated and improved to meet the needs of customers. Some
             ADRCs requested an evaluation by an Independent Living Center, the Office for the Blind and
             Visually Impaired, and/or the Office for the Deaf and Hard of Hearing to evaluate and provide
             recommendations for improving accessibility.
            Language barriers are identified and addressed. ADRCs place signs in different languages that
             tell the customer what to do if they are non-English speaking or would like an interpreter.
            ADRCs maintain a pad of paper at the front desk which is used to communicate with someone
             who is non-verbal.
Resource Centered: Best Practices in Achieving Customer Satisfaction                                   Page 4

       Responsiveness.
              The ADRC is responsive when greeting on site customers, answering the phone, and returning
               calls. The phone is answered by a person who can assist the customer or direct their call to a
               person without having to leave a message.
              ADRCs have policies in place to ensure that all staff respond to customers in a timely way. Most
               ADRCs report having a written or unwritten expectation that staff return customer calls within
               one day.


       Ease of Finding the Phone Number.
              The ADRC has both a toll free and local telephone number. The phone number is well
               advertised and easy to find, it is listed in both the yellow and white pages under several search
               options such as the aging or senior section, disability services section, nursing home, assisted
               living section, and the government section.
              Some ADRCs offer a stand alone website which allows people to contact the ADRC, identify
               information and resources, and share comments or concerns.



Personalization
There are four quality indicators that influence a customer’s perception of the ADRC in the Personalization
domain. These include:


       % of customers who report that the ADRC specialist addressed their special circumstances and needs.
       % of customers who indicate that the ADRC specialist considered their opinions, likes and dislikes
       before recommending services.
       % of people who indicate that the ADRC specialist helped them to make his/her own decisions.
       #/% of follow-up contacts made to ADRC customers.


Following is a list of ADRC best practices that correlate with high performance in the Personalization domain.
ADRCs wishing to improve quality in this area might consider incorporating some of these practices into their
operations.


       Follow-up.
              Staff from the ADRC contact customers to follow up and ask if the customer received the
               information sent to them, ask if they have additional questions, or need further assistance in
               getting what they need.
              The ADRC has a method to track when a follow up is required, when it will occur, and
               note/track the outcome.
              ADRC follow-up policies clearly define staff expectations for which situations require a follow-
               up, timeframes for making the call, methods for recording outcomes of the follow-up, and
               other important process details so staff are consistent and follow through.
              ADRC directors do random spot checks, as well as analyze data to determine whether staff are
               doing follow-up calls and following the policy and procedure.
Resource Centered: Best Practices in Achieving Customer Satisfaction                                      Page 5

                Customers with no additional need for information or help often report an appreciation to the
                 ADRC for the follow-up call. ADRC staff reported that these calls can be rewarding; an
                 affirmation of a job well done and a greater chance that that individual will contact them again
                 if they need additional assistance.


       Home Visits.
                The ADRC has a philosophy that they can best serve people in their own homes and make staff
                 available to do so. Staff offer to meet with customers in their home.
                ADRCs have a home visit policy that describes when to offer a home visit, by whom, and by
                 when.
                ADRC Specialists are able to offer and schedule home visits at the time of the initial call;
                 without having to place a return call or seek supervisory approval.
                ADRC staff visit people in their home as soon as possible, within three days of their first contact
                 with the person. The ADRC has a method to monitor the amount of time between first contact
                 and a home visit and analyses how quickly they are able to provide the visit. If the ADRC is not
                 meeting goals, staff brainstorm things they can do to improve.
                The customer shares their story with only one person; the person they speak to on the phone is
                 also the person who comes to their home.
                If a home visit must be made by a different ADRC specialist, that staff calls the customer prior
                 to the visit to introduce themselves. The person’s situation is shared and/or well documented
                 so that the individual does not have to tell their story a second time.
                When ADRC staff are able to visit a customer in their home they are able to observe and notice
                 the need for additional help that the customer may not have been aware of. The ADRC takes
                 the time to listen to the person’s concerns and schedules a return meeting when needed.

       Staff Meetings. Daily or weekly meetings, that include discussions about customer scenarios, offer an
       opportunity to gain insight from co-workers, to find solutions they hadn’t thought of, and therefore to
       better personalize information for customers. Further, these discussion help to improve staff
       knowledge and the quality and consistency of information provided to other customers in similar
       situations.



Knowledge
There are two quality indicators that influence a customer’s perception of the ADRC in the Knowledge domain.
These include:


       % of customers who indicate that by using the ADRC, they are able to easily access the information they
       need.
       % of customers who indicate that the ADRC specialist was knowledgeable about a wide range of
       services.
Resource Centered: Best Practices in Achieving Customer Satisfaction                                   Page 6

The following is a list of ADRC best practices that correlate with high performance in the Knowledge domain.
ADRCs wishing to improve quality in this area might consider implementing some of these practices.


       Professional, Knowledgeable Staff.
              ADRC staff are professional, knowledgeable, and skilled. Positions are not entry level. People
               must be skilled to be able to identify underlying issues, assess individual needs in person and
               over the phone.
              All Staff are AIRS certified.
              Staff complete initial and on going training as defined in a comprehensive orientation and
               training plan. The ADRC is committed to on-going staff education in order to stay on top of
               the latest information, to maintain and improve skills, and serve customers better.
              Staff have an understanding and have experience with populations served and they are
               knowledgeable about the community.


       Staff working across a region utilize video conferencing to stay connected and share their successes.


       Team Approach.
              Some ADRCS use a team approach to meeting the needs of customers. While all staff are
               generalists in many areas, the ADRC also hires and develops individual staff to be content
               experts. Team members are readily available to assist co-workers with answering questions,
               finding information and resources best suited for individualized customer situations. This
               leads people to feel that they are speaking to an expert in their area, which also leads to greater
               customer satisfaction.
              ADRC staff that share space within the building allows them to share information, resources,
               and advice with co-workers easier, informally in-person, or through instant messaging.


       Develop Relationships in the Community.
              ADRC staff develop relationships with county and community agencies through their daily work
               as well as through special presentations and visits to facilities, agencies, etc. Some ADRCs
               invite community partners to give a presentation at staff meetings.
              Some ADRCs encourage staff to participate in community committees (i.e. Alzheimer’s
               Caregiver Support Group, Commission for Suicide Prevention, Transportation Committee) to
               learn more about current ADRC population issues. Staff provide an overview to the rest of the
               ADRC team regarding what committees are doing, which improves staff knowledge.


      Resource Database. The ADRC maintains a resource database which is complete, containing highly
       detailed information about community services and resources. The resource database is easy for staff
       to use and easy to update.


      Useable Informational Materials. Informational materials used by the ADRC describe and define key
       service categories. These materials are shared with customers in a variety of formats to meet their
       individual needs. This may include: brochures, fact sheets, or a toolkit. Providing all-inclusive
       directories without this type of supporting information is not helpful to customers. The format and
Resource Centered: Best Practices in Achieving Customer Satisfaction                                    Page 7

       presentation of materials is a key to the customer feeling the information is easy to use and
       understand.


      Staff Performance Evaluation. ADRC staff are evaluated and mentored on a regular and consistent
       basis to improve staff performance and provide continuous quality services. This is often
       accomplished through a review of contact notes and files, listening in on calls, and going along on
       home visits as a component of a comprehensive quality assurance plan.



Empowerment
Through personalized information and assistance provided by the ADRC, customers feel empowered and in
control of their lives. There are four quality indicators that make up this domain. These indicators include:


       % of customers who feel that their individual circumstances were taken into account.
       % of people who indicate that the ADRC helped them explore choices available.
       % of customers who indicate that the ADRC helped them weigh pros and cons.
       % of customers who rate the ADRC’s ability to connect them with needed services as excellent.


The following is a list of ADRC best practices that correlate with high performance in the Empowerment
domain. ADRCs wishing to improve quality in this area might consider implementing some of these practices.


       Individual Circumstances Are Understood and Taken Into Account.
              ADRC specialists take time to get to know the customer, build rapport, understand and take
               individual circumstances into account when providing information, assistance, and options
               counseling.
              The ADRC specialists apply the individual’s special circumstances and needs when helping
               customers weigh the pros and cons. One person’s pros and cons may not be another’s. If staff
               are having the same conversation with everyone, they are not personalizing information. This
               can lead customers to feel disempowered and their individual needs may not be met.
               Narrowing down resources and information in response to the individual’s special
               circumstances and pros and cons is an important service the ADRC can provide.


       Motivational Interviewing. ADRC specialists are trained in and practice motivational interviewing to
       gauge a customer’s readiness to act on information being provided and ultimately get connected with
       the services they need.


       Tailor Information and Help Connect to Services.
              Information is tailored and customers are given time to think about and explore all their
               choices before making a decision.
              The ADRC connects customers with needed services and supports. This may require the ADRC
               to place personal phone calls to agencies and providers to help connect the person. Some
               ADRCs maintain a list of providers that will likely be difficult to reach or are known to not be
Resource Centered: Best Practices in Achieving Customer Satisfaction                                 Page 8

               responsive, in which case, the ADRC staff may place a call while with the customer, or follow-up
               after a day or two.


       Accessibility of the ADRC. The accessibility of the ADRC location can impact the overall customer’s
       experience in the empowerment domain. People feel disempowered if they are unable to find or
       navigate the building easily.


       Follow-Up. A follow up call is made after a referral, to see how the referral worked out, providing an
       additional opportunity to answer questions, offer information, or connect people with needed services
       which ultimately makes customers feel empowered and more satisfied with their individual
       circumstances.


       Person-Centered Services. ADRCs assist customers to be empowered to gather information, find
       resources, and makes decisions; the customer is the center of this process.




Guidance
ADRCs help customers access, simplify, and navigate complex systems so they can get the help, services, and
supports that they need.


There are five quality indicators that make up this domain. The indicators include:


       % of customers who said that the specialist explained steps clearly.
       % of customers who felt that the specialist went above and beyond his/her job.
       % of customers who felt that the specialist cared about their needs.
       % of people who indicate that the ADRC helped with paperwork.
       % of customers who indicated that the ADRC helped them to navigate the system.


The following is a list of ADRC best practices that correlate with high performance in the Guidance domain.
ADRCs wishing to improve quality in this area might consider implementing some of these practices.


       Home visits. Home visits are a cornerstone to high performance in this domain. Home visits that are
       timely and that are made by the same person who the customer initially spoke to are preferred by
       customers (as described first under the personalization domain).


       Timeliness (48 hours). ADRC specialists respond to a call with the appropriate action, whether a home
       visit, office appointment, call-back or other action within 48 hours.


       Provide Written Documentation on Next Steps.
              ADRC specialists explain and document steps clearly without overwhelming people with too
               much information.
Resource Centered: Best Practices in Achieving Customer Satisfaction                                      Page 9

               Providing written next steps in a process or giving customers planning sheets on what
                information to bring to their next appointment (i.e. to economic support) is helpful to
                customers.
               Writing out next steps that the customer agrees to take as well as the steps the ADRC specialist
                will be taking enables the customer to remember what to do next, are more likely to take such
                actions, and leads to greater satisfaction with ADRC services. Many ADRCs now bring an extra
                sheet of paper or “next steps form” with them when visiting someone home.
               The ADRC may share flow charts which help the customer navigate the key steps to the process
                and provide a better understanding of the system.


       Assist with Completing Paperwork. ADRCs assist people in scheduling appointments and completing
       paperwork to the extent that the person needs assistance. This is helpful to ADRC customers.
       Coordination with Other Agencies. When an ADRC is co-located with other key service systems such as
       Income Maintenance, Aging Services, Adult Protective Services, and Veterans Services ADRCs reported
       that it makes navigating systems easier for customers. Regular communication and/or meetings,
       MOUs, improves relationships and facilitates a smoother coordination for the customer.




Conclusion
It is the mission of the ADRC to help older people and people with disabilities secure needed services or
benefits, live with dignity and security, and achieve maximum independence and quality of life. In an effort to
assure that ADRC customers are not only satisfied with services, but that they would recommend them to
others, it is important to reflect on the outcomes of this research and the lessons learned. ADRCs’ ability to
provide useful information and assistance, presented in a clear and accessible manner, which allows the
person to make informed decisions and choose the best way to resolve or improve their situation, is a
testament to our values and commitment to our customers.



Resources
Useful Links:
Link to Aging and Disability Resource Center Evaluation Report
Link to Powerpoint training presentation(s)
Webcast
Link to Follow-Up Policy and Procedure
Link to Home Visit Policy and Procedure


Attachments:
Delivering a Package (A PKEG) of Customer Satisfaction
Summary of Domains of Customer Satisfaction (Charts)
Attachment 1




          Delivering A Package (A PKEG) of
                Customer Satisfaction

                       Accessibility


                      Personalization


                                        Knowledge
          G uidance




                       Empowerment
Attachment 1



                                              Accessibility
                                              •How customers get to you…
                                              •Includes accessibility of location, physical plant
                                              and staff themselves




               Information &                  Personalization
               Assistance and                 (Listen)…(Follow -up)
               Options Counseling             •Establishing rapport
                                              •“Tell Me More”: What p rompted the person
                                              to call? What are their worries and concerns?

                                              •Back to Personalization:
                                              Continue rapport, Follow-up                   Knowledge                   (Assess)
                                              •What happened, what didn’t,
         Guidance (Link)                      what changed, help with next
                                              steps
                                                                                            •Professional I&A Staff able to assess
                                                                                            individual situation
         •Explain steps in applying for                                                     •Knowledgeable about a wide range of
         benefits                                                                           community services
         •Help each step of the way, if the                                                 •Accurate, detailed, up-to-date information
         person needs or wants help.                                                        (database)
         •Complete paperwork, gather                                                        •Format and presentation of materials
         documents needed to apply
         •“Navigating the system”             Empowerment (More Assess,
         •Advocacy                            Initial Link)
                                              •Closer exa mination of the individual’s wants,
                                              …what services might meet his/her needs?
                                              •Help person define his/her own pros and cons,
                                              discuss
                                              •Help connect to services
                                              •Advocacy
   Attachment 1
                                             Information & Assistance and Options Counseling in ADRCs
                                                   Qualitative Quality Indicators

Customer Outcomes                                Qualitative Quality Indicators
 A. Accessibility. Customers have access to an 1. % of customers who indicate that the hours open were excellent.
 ADRC that is easy to find, warm and              2. % of customers who indicate that parking was excellent.
 welcoming, and accessible.                       3. % of customers who indicate that the ADRC was warm and welcoming.
                                                  4. % of people who rate the “privacy when talking to the ADRC specialist” as excellent.
                                                  5. % of people who rate the (on-location) waiting time as excellent.
                                                  6. % of customers who report that the ADRC is conveniently located and easy to find.
                                                  7. % of customers who rate the accessibility of the ADRC as excellent.
                                                  8. % of customer who rate the responsiveness as excellent.
                                                  9. % of customers who rate the ease of finding the phone number as excellent.
 B. Personalization. Customers receive            1. % of customers who report that the ADRC specialist addressed their special
 information and assistance that is personalized       circumstances and needs.
 for them and their special circumstances.        2. % of customers who indicate that the ADRC specialist considered their opinions,
                                                       likes and dislikes before recommending services.
                                                  3. % of people who indicate that the ADRC specialist helped them to make his/her own
                                                       decisions.
                                                  4. #/% of follow-up contacts made to ADRC customers.
 C. Knowledge. Customers receive accurate         1. % of customers who indicate that by using the ADRC, they are able to easily access the
 and easy-to-use information, assistance, and          information that they need.
 referrals from a professional who is             2. % of customers who indicate that the ADRC specialist was knowledgeable about a
 knowledgeable about a wide range of services.         wide range of services.

 D. Empowerment. ADRCs help customers                 1.   % of customers who feel that their individual circumstances were taken into account.
 feel empowered and in control of their lives by      2.   % of people who indicate that the ADRC helped them explore choices available.
 offering and exploring choices available them,       3.   % of customers who indicate that the ADRC helped them weigh pros and cons.
 weighing pros and cons and connecting them           4.   % of customers who rate the ADRC’s ability to connect them with needed services as
 with the services they choose.                            excellent.

 E. Guidance. ADRCs help customers access,            1.   % of customers who said that the specialist explained steps clearly.
 simplify, and navigate complex systems so they       2.   % of customers who felt that the specialist went above and beyond their job.
 can get the help, services, and supports that they   3.   % of customers who felt that the specialist cared about their needs.
 need.                                                4.   % of people who indicate that the ADRC helped with paperwork.
                                                      5.   % of customers who indicated that the ADRC helped them to navigate the system.
   Attachment 1
                                          ADRC Processes and Characteristics
                                                   that correlate with high quality service provision

Outcomes                                           Quality Processes and Characteristics
 A. Accessibility. Customers have access to an      1. The ADRC is open during regular business hours; evening and weekend hours are offered
 ADRC that is easy to find, warm and                   and available.
 welcoming, and accessible.                         2. Parking is adequate and easy to find, and in close proximity to the ADRC entrance.
                                                    3. Environment and staff are warm and welcoming and trained in customer service.
                                                    4. Private office and conference space is available. Background conversations cannot be
                                                       heard over the phone.
                                                    5. Waiting time while in the ADRC averages five minutes.
                                                    6. The ADRC is conveniently located and easy to find. Interior and exterior signage is
                                                       adequate and directs customers to the ADRC.
                                                    7. The ADRC is accessible. Barriers are systematically evaluated and improved.
                                                    8. The ADRC is responsive (when greeting on-site customers, answering the phone and
                                                       returning phone calls.)
                                                    9. The phone number is well advertised and easy to find.

 B. Personalization. Customers receive              1. Follow-up contacts occur (especially after referrals are made).
 information and assistance that is personalized    2. Home visits are offered and provided.
 for them and their special circumstances.          3. Home visits occur within 3 days of initial contact.
                                                    4. Home visits are made by the ADRC specialist that the customer initially spoke to.
                                                    5. The ADRC specialist notices the need for additional help that the customer was not
                                                       aware of (on home visit).
                                                    6. Weekly staff meetings occur where individual customer situations are discussed.

 C. Knowledge. Customers receive accurate           1. Staff are professional, knowledgeable and skilled (have an understanding and
 and easy-to-use information, assistance, and          experience with populations served, knowledgeable about the community, professional).
 referrals from a professional who is               2. Resource Database is complete, with highly detailed information about community
 knowledgeable about a wide range of services.         services and resources.
                                                    3. The Resource Database is easy for staff to use (i.e. searchable, intuitive, resource
                                                       information is easy to update).
                                                    4. Informational materials that describe key service categories are available and shared with
                                                       customers (such as brochures and fact sheets).
                                                    5. Weekly staff meetings occur where individual customer situations are discussed.
                                                    6. Staff evaluations and coaching occurs on a regular and consistent basis to provide
  Attachment 1
                                                        feedback to ADRC specialists on ways to improve.
                                                     7. Team approach to staffing is utilized (where content experts are readily available when
                                                        staff are unsure of how to help someone, and hiring practices consider/ensure balanced
                                                        staff expertise).

D. Empowerment. Through personalized                 1. ADRC specialists understand and take individual circumstances into account when
information and assistance provided by the              providing information, assistance, and options counseling.
ADRC, customers feel empowered and in                2. ADRC specialist helps customers to weigh pros and cons.
control of their lives.                              3. ADRC specialists apply the individual’s specialist circumstances and needs when helping
                                                        customers weigh pros and cons.
                                                     4. ADRCs connect people with needed services.
                                                     5. Follow-up is provided after a referral is made, providing an additional opportunity to
                                                        connect people with needed services.
                                                     6. The physical location is accessible to ADRC customers.

E. Guidance. ADRCs help customers access,            1. ADRC specialists explain steps clearly and document next steps.
simplify, and navigate complex systems so they       2. The ADRC specialists help customers with paperwork.
can get the help, services, and supports that they   3. Home visits are offered and provided.
need.                                                4. Home visits occur within 3 days of initial contact.
                                                     5. Home visits are made by the ADRC specialist that the customer initially spoke to.
                                                     6. The ADRC specialist notices the need for additional help that the customer was not
                                                        aware of (on home visit).
                                                     7. ADRC specialists respond to a call with the appropriate action, whether a home visit,
                                                        office appointment, call-back or other action within 48 hours.
                                                     8. Staff meetings occur where individual customer situations are discussed.

				
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