n4a/eldercare locator update - advancing states · referral sources almost half of all callers were...

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

• Facebook

• Twitter

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 mosborne@n4a.org