Upload
others
View
6
Download
0
Embed Size (px)
Citation preview
n4a/Eldercare Locator Update
Mary Osborne
AIRS Conference
New Orleans, LA
May 2012
About n4a
• Part of Aging Network
• Represent 629 AAAs and 246 Title VI
• Membership Organization
• Governed by BOD
• Located in DC
Mission
n4a’s primary mission is to build the
capacity of its members to help older
persons and persons with disabilities
live with dignity and choice in their
homes and communities for as long as
possible.
What’s Happening @ n4a?
• Public Policy
• n4a Conference
• Grants & Programs
Public Policy
• 2012 n4a Policy Priorities
• Aging Policy Briefing
• Advocating on the Hill
Conference
n4a Conference & Tradeshow
• Denver, Colorado
• July 7-11
• More information on www.n4a.org
• CIRS-A Prep Course and Exam
National Center on Senior
Transportation
• n4a awarded NCST grant with Easter
Seals to run Center
• 8 Mobility Management Grants to
Expand Transportation Alternatives
and Counseling were awarded by
NCST
You Gave, Now Save
• Benefits awareness campaign with
NCOA, funded by AoA
• Ensure seniors know about
assistance paying for basic needs,
such as health care, prescriptions,
food and utilities
• Major media hits = calls = booklet
orders
Volunteer Collaborative
• Officially launched last week by n4a
and partner organizations
• A resource center for building
capacity of volunteers in the Aging
Network
• One million volunteers by 2015!
Volunteer Collaborative
• www.agingnetworkvolunteers.org
• Resources, webinars, info sharing for
the Aging Network
• “What’s Working“ winners
• OVEA Awards
• n4a Livable Communities Summit
Want more n4a?
• www.n4a.org
• www.facebook.com/n4aAction
• www.twitter.com/n4aAction
n4a @ AIRS
• Lynn Winchell – Mendy - NCST
Transportation/Eldercare Locator
• Mary Kaschak – Capacity Building
• Tom Endres – Volunteers
• Mark Fetterhoff – Eldercare Locator
• Mary Osborne – Eldercare Locator
Eldercare Locator
800.677.1116 www.eldercare.gov
Background
• Launched nationally in 1992 (20yrs in Nov!)
• Call Center, Website, Resource Center
• Helps older adults and caregivers find
services in their community
• Provides education and information about
home and community-based services
• Connects to AAAs, ADRCs, Title VI programs
and other trusted resources
What’s New – Call Center
• Surpassed call volume projections
• Upgraded call center application
• Increased staff
Added Transportation Specialist 15,735 calls (13%) – seeking options information
Added Caregiver Specialist 3809 calls (5%) – caregiver seeking services for self
Call Center Stats
FROM June 1, 2011 – April 30, 2012
• 182,404 calls
• 8% are Spanish callers
• 25% request a warm transfer
• Average wait time <5 minutes
• 8% use call back feature
Call Center Stats
Who is calling…
76 % are female
71 % are the older adult seeking
services
9% Daughter ,5% Other Relative, 4% Spouse
3% Son, 3% Professional, 2% Friend
2% Sibling
Most are first time callers
Call Center Stats
Referral Sources Almost half of all
callers were referred
by government
sources – specifically,
Social Security and
Medicare.
49% Government
11% AARP
9% Healthcare Professional
9% Internet
7% Special Mailing
4% AAA
4% Family/Friend
4% EL Brochure
2% Magazine
2% Newspaper Article
1% Employer
1% Newspaper Column
1% Social Media
1% Radio
Call Center Stats
What are they calling about – Top 5
Counselors’ Calls
Topics that the counselors are discussing with callers:
Chats
Total chats - 3572
What are they chatting about?
States with the most calls
California, Florida, Texas, New York, Pennsylvania
Top 5 AAAs
New York City Dept. for the Aging, New York City, NY
LA County Community & Senior Services, Los Angeles, CA
Atlanta Regional Commission, Atlanta, GA
Harris County Area Agency on Aging, Houston, TX
Alliance For Aging Inc., Miami, FL
What’s New – eldercare.gov
More Resources for Professionals
• Widgets
• Drop-in articles
• Facts sheets
What’s New – Resource
Center
New and Updated Brochures
• Hospital to Home: Plan for a
Smooth Transition
• Winter Warmth and Safety:
Home Energy Tips for Older Adults
What’s Happening
More Information?
Mary Osborne MSW Eldercare Locator Program Manager National Association of Area Agencies on Aging (n4a) 1730 Rhode Island Avenue, NW, Suite 1200 Washington, DC 20036 Telephone: 202-872-0888 [email protected]