APPRISETelecenter Program Training

Fall 2007

Goals of this Session

Gain a better understanding of the:

Telecenter Program Procedures Equipment and Operating Duties Counseling Model Print Materials, Problem Detection,

Reporting and other issues Training Requirments and Needs

Program Overview

Mission and Focus Sponsoring Organizations

Role of the PDA Role of CMS Role of Area Agencies on Aging Role of Contractors

Program Overview

Staff State Director Regional Coordinator Responsible for

Telecenter Regional Coordinators Local Telecenter Coordinators Counselors

Staff Volunteer

Equipment and Technical Support

Office Layout Computers

Importance of Essential Programs

Phone Systems Set up and function Features

3-way calling Language line

Operating Duties Standard Duties for Local Telecenter

Coordinators Updates and Alerts Schedules Equipment Publications Closing

Standard Duties for Counselors Updates and Alerts Schedules Equipment Counseling

Counseling Model…Getting to the Heart of the Problem

Develop Relationship and Trust Define and Clarify the Problem Provide Information and Guidance Explore and Discuss Referrals End the Call

Counseling Model

Develop Relationship and Trust Customer Service

Call Greetings Tone of Voice and Empathy Positive Message Jargon Objectivity

Golden Rule: “Treat each caller as you would want to be Treated!”

Counseling Model

Define and Clarify the Problem Address Callers problem Follow up with a question to the caller

asking why this is a problem to them Help caller to identify and clarify other

problems or the real problem they may have

Identify all potential problems Tip “Use Reflective Listening Skills”

Counseling Model

Provide Information and Guidance Counsel Empower Provide Information Judge Callers ability to utilize assistance

Counseling Model

Explore and Discuss Referrals Explain need and use of referrals Explain referral process Explain what to say Clarify expectations Confirm names, numbers and other

information Judge caller ability to follow through Follow up with caller or directly assist

Counseling Model

End the Call Closing

Referrals and Call Backs

Referring to local programs Referring to other Agencies or

Assistance Programs Contacting or Collaborating with

other Agencies Call Backs

Dissatisfied Consumer

Print Materials, Publications and Mailings

Print Materials Approved List Developing and Distributing Materials Ordering more materials

Approved Sources

Problem Detection

Problem Detection Technical and Equipment Staffing

Urgent Issues, Current Events and Situational Matters Reporting New issues to PDA

Key information Outside agency collaboration

Reporting

Reporting

Data Collection and Reporting Required Information Collecting Information Submitting Reports

Training

Orientation Basic Three-day New Counselor Long-Term Care Equipment Operation Skill Areas

Customer Service Counseling

Ongoing Training

Conclusion

The Telecenters are critical in providing health insurance counseling services to Pennsylvania’s Medicare and senior population. It is the Telecenter Coordinators and Volunteer Counselors who extend the scope and reach of these vital services beyond the walls of a local Area Agency on Aging to a statewide system.