Benefits Connection CenterVolunteer ManualTable of Contents

Benefits Connection Center (BCC) Introduction 2

BCC Explanation and History 2

Core Benefits Explanation Chart 3

Benefits Connection Center Call Center Volunteer 4

Call Center Volunteer Position Description 5

Call Center Script 6

Call Center Volunteer Activities and Responsibilities Chart 9

Benefits Assistant Activities and Responsibilities 10

Check Up Specialist Activities and Responsibilities 12

Application Specialist Activities and Responsibilities 14

Call Center Volunteer Customer Service Best Practices 16

Call Center Volunteer Communication Best Practices 18

Benefits Connection Center Outreach Volunteer 19

Outreach Volunteer Position Description 20

Outreach Volunteer FAQs 21

Outreach Volunteer Activities and Responsibilities Chart 22

Outreach Volunteer Activities and Responsibilities 23

Outreach Volunteer Customer Service Best Practices 25

Outreach Volunteer Communication Best Practices 26

Benefits Connection Center Contact Page 27

Benefits Connection Center Introduction

Welcome to the Benefits Connection Center at Adelante! Thank you for dedicating your time and efforts to supporting our mission to help people with disabilities reach their goals. Volunteers play a valuable role in our ability to meet the needs of the people we support. We are grateful to have you join the Benefits Connection Center team, and hope you find your experience with us rewarding.

Here at the Benefits Connection Center, we help low-income seniors (65+) and people with disabilities (21+) in New Mexico connect to benefits programs like SNAP, Medicare, Medicaid, SSI, and more. This service is offered free of charge thanks to a grant from the National Council on Aging (NCOA). Adelante was selected by the NCOA to operate a Benefits Enrollment Center for the state of New Mexico because we have a unique connection to people with disabilities as well as great community partners.

With your help, we can continue making a difference in the lives of seniors and people with disabilities.

Core BenefitsThe Benefits Connection Center screens low income seniors (ages 65+) and any person with a disability (ages 21+) for six different federally funded benefits. A brief explanation of each of the six benefits can be found on

this page.

Also known as "LIS" or "Extra Help", this benefit helps people with limited resources and incomes pay for their their Medicare prescription costs.

Medicare Part D Low Income

Subsidy

Also know as "MSPs", this benefit helps beneficiaries afford Medicare premiums,

deductibles, coninsurance, and copayments for their inpatient and outpatient health care.

Medicare Savings Programs

This benefit pays for a broad range of medical services for low income seniors, younger adults

living with disabilities, low income adults (ages 19-64) and children and their caregivers.

Medicaid

The Supplemental Nutrition Assistance Program, or SNAP, formerly known as Food Stamps, provides

credits on electronic cards that enable recipients to buy nutritious food at participating stores.

SNAP

The Supplemental Security Insurance benefit is the primary income support program for the elderly, blind, or disabled Americans who have either no other income or very low income and resources.

SSI

The Low Income Home Energy Assistance Program provides grants to states to assist qualified individuals

with their home heating and cooling costs. As long as the state funds last, the program ensures that low income people do not have to choose between paying energy

bills and buying food or other basic requirements.

LIHEAP

Benefits Connection Center Call Center VolunteerPosition Description and Responsibilities

Position Description:

Individuals working as Call Center Volunteers for the Benefits Connection Center are tasked with connecting individuals to the benefits they may qualify for. Depending on a Call Center Volunteer’s exact position their individual duties may vary, but all Call Center volunteers should be prepared to do the following on a regular basis:

- Interact with potential clients over the phone- Record personal and confidential client information

Additionally, Call Center Volunteers should be prepared to answer a diverse range of questions about both the Benefits Connection Center and the six core benefits that individuals may qualify for.

Required and Recommended Skills:

In order to be an effective Call Center Volunteer, individuals in this position should be both be able to answer calls pleasantly, follow a basic script and perform administrative tasks including keyboarding, printing and faxing. Additionally, volunteers should be able to speak clearly and hear well on the phone.

Commitment Expectation:

Call Center Volunteers should be prepared to commit to working in the Call Center at least twice a week for a minimum of three hours at a time. We ask Call Center Volunteers to commit to volunteering with Adelante for a minimum of six months.

Volunteer Timesheets:

Call Center Volunteers are expected to adhere to the Adelante Volunteer Expectations. Volunteers are required to track their volunteer time using the timesheets provided and turn in said timesheets to their Manager within five days of the last day of the month.

Training:

Call Center Volunteers will attend a training session at Adelante in order to become familiar with what the Benefits Connection Center does and what benefit applications are available through the center. Additional training depending on a Call Center Volunteer’s exact position may be required.

Benefits Assistant Script

"Thank for you calling the Benefits Connection Center. My name is (first name), how may I help you?"

Caller Response:"I heard about your call center, what benefits I

can get?"or

"I heard you're helping seniors with

government benefits."

"I'll be glad to check if you are eligibile to receive that

government benefit and by gathering the information

needed for that benefit we will be able to see other programs that you may be eligible for as

well. It will only take a few minutes to gather the

information needed. Please know, all the information you give us is confidential and will be used tonly to help you get

the information or serives that you need. With your

permission, can we get started?"

Caller Response:"I heard about your call

center, can you tell me what you do?"

or"I'm calling to get some

information on what you do"

"We help seniors and people with disabilities conenct to the

government programs that they may be eligible to receive. We

can do a free Benefits Check and based on the information you

give us, we can generate a list of all the programs that you may be

eligible to receive. We can also help you apply for those same

benefits! Please know, all information you give us is

confidential and will be used only to help you get the

information or services you need. With your permission, may

we get started?

Caller Response:"Can you help me

apply for food stamps?"

or"Can you give me

information on Medicaid?"

"I'll be glad to check if you are eligible to receive that

government benefit and by gathering the information

needed we will be able to see other programs that you may qualify for! It will only take a

few minutes to gather the needed information. Please know, all information you

provice is confidential and will be used only to help you get

the information or service you need. With your permission, can

we get started?"

“Is there anything else I can help you with today? Thank you for calling the Benefits Connection Center and have a great day!”

Benefits Assistant ScriptAll volunteers working in the Benefits Connection Call Center are required to follow a basic script during their interactions with clients. This basic script includes a standard greeting, a standard closing and standardized responses to frequently encountered client questions. The standard greeting allows the volunteer to set a positive and respectful tone for the interaction while the standard closing allows the volunteer the chance to ensure that all of the caller’s needs were addressed. The standardized responses let the volunteer identify the caller’s unique needs within the abilities of the Benefits Connection Call Center.

Adhering to and following the basic script will insure a consistent and quality experience for clients, and will enhance the Benefits Connection Call Center’s level of customer service.

STANDARD GREETINGVolunteers should always begin the conversation with the standard greeting:

“Thank you for calling the Benefits Connections Call Center. My name is (first name), how may I help you?”

Depending on what the caller’s response is after the question “How may I help you?” the volunteer should select one of the three standardized responses.

STANDARIZED RESPONSES1. For individuals seeking help applying for benefits or seeking information about benefits, use

standardized response #1.

Standardized Response #1:“I’ll be glad to help you with information on what government benefits you may be eligible to receive. We will be able to help you apply for some of the programs and provide information on other programs that you may be interested in. I can generate a list of these programs by doing a free on line Benefits Check for you. Please know, a ll information you give us is confidential and will be used only to help you

get the information or services that you need. With your permission, Can we get started?”

2. For individuals seeking information about the call center, use standardized response #2.Standardized Response #2: “We help seniors and people with disabilities connect to the government programs that they may be eligible to receive. We can do a free on line Benefits Check and based on the information you give us, we can generate a list of all the programs that you may be eligible to receive. We can also help you apply for many of those benefits if you are eligible. It will only take a few minutes to gather the information needed. Please know, a ll information you give us is confidential and will be used only to help you get the information or services that you need. With your permission, Can we get started?”

3. For individuals seeking information about eligibility for a specific benefit, use standardized response #3:Standardized Response #3:“I’ll be glad to check if you are eligible to receive that government benefit and by gathering the information needed for that benefit we will be able to see other programs that you may be eligible for as well. It will only take a few minutes to gather the information needed. Please know, a ll information you give us is confidential and will be used only to help you get the information or services that you need. With your permission, Can we get started?”

STANDARD CLOSING:Volunteers should always end the call with the standard closing:

“Is there anything else that I can help you with today? Thank you for calling the Benefits Connection Call Center and have a great day!”

Benefits Connection Call Center Volunteers

Descriptions, Activities and Responsibilities

The Benefits Connection Call Center has three unique volunteer positions, each with its own set of responsibilities and daily activities. The following pages provide detailed descriptions of these volunteer

positions as well as step- by- step information about the roles of each volunteer.

Benefits Assistant Daily Activities and Responsibilities

Benefits AssistantCollect information from first time callersEnter client information into Sales Force

Checkup SpecialistReceive information from the Benefits AssistantRun client information through a Benefits Check Up

Application Specialist

Call clients to assist with complicated information requestsFill out online applications and provide referral information

The responsibilities of the Benefits Assistants are to collect the information from first time callers and enter the information into Sales Force so that it can be used to do a Benefits

Checkup.

1. Work Stations and Recording of Hours Benefit Assistants will be assigned to specific workstations. They will be given folders with the user name and password for the computer they are assigned to and will be asked to sign in at the beginning of every shift. Benefit Assistants should note both their start and end times, and at the end of their shift they will return this information to their Manager.

2. Computer Systems: Benefits Assistants will log into the computer that has been assigned to them and they will open the Bria phone system and any other additional computer programs that may be necessary to their work. After logging into the Bria phone system the Benefit Assistant Volunteers will put on their heads sets and begin their duties. Benefit Assistants must log off Bria every time they leave their work stations (breaks, lunch and end of work day).

3. Incoming Calls: The Benefits Assistants will follow the required script when taking calls. A copy of the script will be in every work station for easy access. All incoming calls should be answered, to the best of the volunteer’s ability.

4. Documentation of New Contacts in Sales Force: Regardless of whether a client decides to give information for a Benefits Checkup, certain personal information must be gathered for each new caller. Specifically, volunteers need to collect the full name of each caller, as well as their phone number and, if possible, a physical address. This information will be documented in Sales Force. Volunteers will click the “New” button to get started, enter in the appropriate data and save the data with the correct status to clarify how to proceed. Benefits Assistants should always have the “Contacts” page open in Sales Force so if a client agrees to proceed with the Benefits Checkup, they are able to immediately begin entering the information. If a caller decides not to have a Benefits Checkup, the contact should be saved with a “completed status”.

5. Collecting Information in Sales Force: If a caller decides they would like to proceed with the Benefits Checkup, it is the role of the Benefits Assistant to obtain all of the personal information needed for the Benefits Checkup website. Volunteers will, after creating a contact account for the new caller, go through the question fields and obtain as much information from the caller as possible. It is especially important that the Benefits Assistant obtains information on the caller’s income, medications and the benefits the caller is already receiving. Benefits Assistants should make notes with any additional relevant client information as well as any missing information that will need to be obtained for the Benefits Checkup. After entering all the required information Benefits Assistants will click on “Save” to save the data and they will enter the appropriate status to let the Benefits Checkup Specialists know which clients need follow up.

6. Close the Call: After all information has been collected, the Benefits Assistant will inform the client that a Checkup Specialist will call them back to let them know the results of their Benefits Checkup and/ or to collect any missing information. Depending on the results of a client’s Benefits Checkup we may be able to help them apply for benefits they are eligible for. The Benefits Assistant should end the conversation using the standard closing from the script.

Checkup Specialist Process and Responsibilities

The Responsibilities of the Checkup Specialists will be to get the information that was collected by the Benefits Assistants and do a Benefits Checkup in the Benefits Checkup web site.

1. Work Stations and Recording of Hours Checkup Specialists will be assigned to specific workstations. They will be given folders with the user name and password for the computer they are assigned to and will be asked to sign in at the beginning of every shift. Checkup Specialists should note both their start and end times, and at the end of their shift they will return this information to their Manager.

2. Computer Systems: Checkup Specialists will log into the computer that has been assigned to them and they will open the Bria phone system and any other additional computer programs that may be necessary to their work. After logging into the Bria phone system the volunteers will put on their heads sets and begin their duties. Checkup Specialists must log off Bria every time they leave their work stations (breaks, lunch and end of work day).

3. Client Follow Up and Benefits Checkup Checkup Specialists will look in Sales Force to see how many clients are requesting benefits checkups. After determining the number of client requests, Checkup Specialists will take the information collected for each client in Sales Force and enter it in the Benefits Checkup website. Checkup Specialists will generate a report for every client that requested the benefits checkup service.

4. Inform Client of Benefits Checkup Results: Checkup Specialists will call clients and inform them which benefits they are eligible to receive based on the results of the client’s benefits checkup. Checkup Specialists will answer any questions the client may have about those benefits and will inform the client which programs the Benefits Connection Center can help them apply for (i.e. SNAP, Medicaid, LIHEAP, etc). Checkup Specialists will also provide information about other programs that the client may be interested in that we are currently unable to assist clients in applying for. After ending the conversation with the client, Checkup Specialists will note in Sales Force that the Benefits Checkup was completed.

5. Close the Call: If the client is requesting help with applying for benefits, then the Checkup Specialist will inform the client that an Application Specialist will be calling them to do the application online. Checkup Specialists will let clients know what documents they will need to provide based on what benefit they are applying for. After closing the call with the client, Checkup Specialists will then status the call in Sales Force for an Application Specialist to do follow-up with the client.

Application Specialists Process and Responsibilities

The responsibilities of the Application Specialists are to call all clients that are requesting help with applying for benefits and those that are requesting further information that the Checkup

Specialist was unable to provide for them. Application Specialists will do online applications and will also provide referral information.

1. Work Stations and Recording of Hours Application Specialists will be assigned to specific workstations. They will be given folders with the user name and password for the computer they are assigned to and will be asked to sign in at the beginning of every shift. Application Specialists should note both their start and end times, and at the end of their shift they will return this information to their Manager.

2. Computer Systems: Application Specialists will log into the computer that has been assigned to them and they will open the Bria phone system and any other additional computer programs that may be necessary to their work. After logging into the Bria phone system Application Specialists will put on their heads sets and begin their duties. Application Specialists must log off Bria every time they leave their work stations (breaks, lunch and end of work day).

3. Follow up on Clients that are Requesting Enrollment: Application Specialist will check Sales Force to see which clients are requesting help with applying for benefits.

4. Call Clients that are Requesting Help with Application: Application Specialists will call clients wanting to apply to any of the six core benefit programs the Benefits Connection Center handles. Application Specialists will also provide referral information on other programs the client may be interested in. Application Specialists will provide information on what documents the client will need in order to apply. Application Specialists will ask the client if the client would prefer to proceed with the application at that time or if they would prefer to schedule a date and time in the future.

5. Application Process

The application process will vary depending on which benefit the client is requesting assistance with. The typical types of procedures are listed below:

6. Close the Call: Application Specialists will conclude their interaction with the client by explaining the next steps that the client should be aware of. Application Specialists will ask the client if they have any questions or need help with anything else. Application Specialists will conclude the conversation by thanking the client for using the Benefits Connection Center.

Customer Service Skills

SNAP, LIHEAP, Medicaid

Application Specialists will run the client's

information through the "Yes New Mexico" website. After filling out the application,

the Application Specialist will print out this application and, if

a phone applicant, mail it to the client to

sign.

Supplemental Security

Insurance (SSI)

Application Specialists will let a client know

they qualify for SSI and will explain the

application process to the client. Application Specialists will provide

the client with application

informatiom as well we referals for pro bono

attorneys that the client might contact.

Medicare Savings Program

Application Specialists will fill out a paper application for the

client. After filling out the document,

Application Specialists will, if a phone

applicant, mail it to the client to sign.

Demonstrating Professionalism and Respect:

Pay Full Attention

This means refraining from distractions throughout the call. When possible, respond to the caller appropriately without delay. Avoid long periods of silence without giving an explanation. This can lead to a caller feeling ignored. Instead, advise the caller of the reason for brief silence or explain what you are doing.

Listen Without Interrupting

The Benefits Assistant should listen to the caller’s issue without interrupting, however patiently guiding them to the purpose of the call, which is to gather the information needed to complete the benefits checkup.

Maintain an Inviting Tone (remember a smile can be heard on the phone)

Benefits Assistant should maintain an upbeat, friendly tone, and should not sound indifferent, inpatient, argumentative or frustrated. Shouting or using exaggerated tones/volumes is unacceptable.

Express Empathy

The Benefits Assistant should demonstrate understanding and empathy for the caller’s situation. There may be some callers that are troubled because they are having difficulty paying for their prescriptions or need help with food assistance. Benefits Assistant should demonstrate concern and understanding. Remain calm and receptive and listen to the caller concerns.

Use Please and Thank You

Benefits Assistants are expected to remain professional, courteous, and respectful at all times. This includes but is not limited to using “please” when asking for information and saying “thank you” when receiving information from the caller

Ensure That Your Speech is Accessible and Appropriate

Benefits Assistants should use speech that is professional, clear and understandable. This means avoiding the use of acronyms and abbreviations, as well as speaking at a pace that is easy to follow. Slang, foul language and inappropriate comments are unacceptable.

Managing the Call:

Maintain control of the call

The Benefits Assistant should drive the conversation to focus on the purpose of the call. She/he should control the call by asking the appropriate questions and summarizing when necessary to keep the caller focused on the reason for the call.

Utilize All Resources

The Benefits Assistants are expected to use reference materials efficiently during a call in order to effectively respond to the caller’s request.

Ensure Accurate Recording

Benefits Assistants should make it common practice to have the caller repeat certain information to assure that the information is being recorded accurately.

Follow Correct Hold Procedure

The Benefits Assistant should ask for permission to place the caller on hold and wait for a response before placing the call on hold. She/he should use phrasing such as “Can I or May I” when asking for permission.

The Benefits Assistant should advise the caller the reason for the hold and thank the caller upon their return. She/he should check back with the caller if the caller has been on hold for an extended time.

Follow Correct Transfer Procedure

The Benefits Assistant should explain to the caller the reason for the transfer. Additionally, the Benefits Assistant should briefly explain the situation to the other party that he/she is transferring the call to.

Provide Explanations

It is important for the Benefits Assistants to explain to the caller what will be done next. That a Benefits Checkup Specialist will be calling him/her back to gather the additional information needed to complete the Benefits Checkup or to review the Benefits Checkup results with them.

Document all Calls

The Benefits Assistant is expected to document all calls in Sales Force. She/he must ask all the required questions and enter the answers in Sales Force.

Benefits Connection Center Outreach VolunteerPosition Description and Responsibilities

Position Description:

Individuals working as Outreach Volunteers for the Benefits Connection Center are tasked primarily with educating the public about the functions of the Benefits Connection Center. This is done through many different mediums, but volunteers should expect to do the following on a regular basis:

- Verbally communicating information about the Benefits Connection Center- Distributing outreach materials to individuals at targeted locations

Additionally, Outreach Volunteers should be prepared to answer a diverse range of questions about the BCC and to potentially screen individuals at remote locations to determine their eligibility for the six core benefits the Benefits Connection Center handles.

Required and Recommended Skills:

In order to be an effective Outreach Volunteer, individuals in this position should be both flexible and friendly. While the site locations will be scheduled ahead of time, Outreach Volunteers should be prepared to work on their own and to navigate locations without supervision.

Commitment Expectation:

Outreach Volunteers should be prepared to commit to attending outreach efforts two or more times a month for approximately two hours at a time. We ask Outreach Volunteers to commit to volunteering with Adelante for a minimum of six months.

Volunteer Timesheets:

Outreach Volunteers are expected to adhere to the Adelante Volunteer Expectations. Outreach Volunteers are required to track their volunteer time using the timesheets provided and turn said timesheets into their Manager within five days of the last day of the month.

Training:

Outreach Volunteers will attend a training session at Adelante in order to become familiar with what the Benefits Connection Center does and what benefit applications are available through the center. Additional training for remote screenings may be required.

Frequently Asked Questions

How can the BCC help me?

The BCC can run you through a Benefits Check-up to determine which benefits you are eligible to receive. Then, our benefits assistants can enroll you in any of the Core Benefits for which you are eligible. These services are provided free of charge.

Do I have to complete this process at the BCC office?

No. We can collect the information necessary to run a Benefits Check-up over the phone. Simply call 505-273-5222. If the results of the Benefits Check-up show that you are eligible for any of the core benefits, you can choose to make an appointment to meet in person with one of our benefits assistants who will help you enroll for benefits. Our benefits assistants can help you apply for benefits over the phone as well. If you choose this option, you will have to mail or fax in any required documents.

How long does it take to receive the results of my Benefits Check-up?

Results are returned typically within a week. This process might take longer if your checkup form is missing information.

What documents will I need?

We do not need any documents to complete a Benefits Check- up. If you are eligible for any benefits and wish to apply with the assistance of the BCC, a benefits specialist will inform you at that time what documentation is need to complete the process.

Will the BCC help me apply for SSI?

No. However, the BCC will help you determine your eligibility for SSI, and if you qualify for any of the following programs the BCC will assist you in applying for these benefits:

Medicaid Medicaid Part D Low Income Subsidy SNAP LIHEAP

I am homeless. Can I apply for benefits?

You do not need a permanent address to determine your eligibility for and enroll in benefits.

Can I apply for a family member?

Granted you are given required permission, we can help you screen your family member for and enroll in benefits. In all cases, we encourage you to inform your family member about the services the BCC offers.

Outreach Volunteer Steps

The following pages detail the responsibilities and appropriate action steps of an Outreach Volunteer for a Benefits Connection Center event.

Benefits Connection Center Outreach Volunteer

The responsibilities of the BCC Outreach Volunteers are to distribute information about the Benefits Connection Center through in person, outreach efforts. These efforts may include, but are not limited to,

Before Arrival

Receive outreach site informationLocate and organize the outreach materials

Upon Arrival

Check in with the outreach site contactFamiliarize yourself with the outreach facility Count and record the number of outreach materials

The Outreach

Distribute information about the Benefits Connection Center to any interested individuals

After the Outreach

Clean your space and thank the outreach site's staffReport your outreach numbers back to your Adelante contact

verbally communicating information about the BCC, answering general questions about the BCC and distributing outreach materials to individuals at targeted locations.

In order to be effective, a BCC Outreach Volunteer should adhere to the following protocols and recommendations:

BEFORE ARRIVAL AT THE OUTREACH LOCATION

Outreach Volunteers will be given the logistical information about their outreach events in a time appropriate manner. This logistical information will include the name and location of the outreach event, the hours the volunteer will be expected to do outreach and the name and phone number of a contact at the outreach location.

The Outreach Volunteer should, prior to arriving at an outreach site, make sure they have the following materials:

- An appropriate and clean Adelante volunteer shirt- A clipboard to material storage- An appropriate number of BCC flyers for the outreach site (it is recommended to always have at least

50)- Pens and a highlighter

After obtaining the above materials, the outreach volunteer should count the number of BCC outreach flyers prior to departure. One way Adelante records outreach efforts is documenting the number of flyers distributed to community members. Best Practices indicate that documenting the number of materials before an event and then counting the remaining flyers after the event results in the easiest and most accurate number counts.

UPON ARRIVAL AT THE OUTREACH LOCATION

Outreach Volunteers are expected to arrive at the outreach location at least ten minutes before the scheduled start of the outreach event. Outreach Volunteers should locate the outreach site’s contact upon arrival and introduce themselves as an “Adelante volunteer”. Volunteers should explain to the site contact that they will be here for ____ amount of time distributing information about the Benefits Connection Center. Volunteers should ask the site contact where they would prefer the Volunteer to operate and should inquire if there are any limitations or restrictions the volunteers should be cognizant of. After discussing the operations with the site contact, the Outreach Volunteer should go to the designated site outreach location and take in their surroundings. The volunteers should mentally make note of nearby exits, nearby restrooms, safety conditions and the general layout of the location.

BENEFITS CONNECTION CENTER OUTREACH

The role of Outreach Volunteers at outreach sites is to get accurate information about the Benefits Connection Center out to as many individuals as is appropriate and possible. Depending on the outreach site location, this could involve a variety of tasks. The Outreach Volunteer position requires a good deal of flexibility. It is

important to remember that no two outreach locations are the exact same and thus one should be prepared for a variety of activities. These activities may include, but are not limited to:

- Handing out BCC flyers and outreach materials- Explaining the functions of the BCC to individuals and/or groups of individuals- Answering general questions about the BCC to individuals and/or groups of individuals- Tabling at an outreach event

It is essential to remember at all outreach locations and events that the three most important things for an Outreach Volunteer to be are accurate, friendly and flexible.

AFTER COMPLETING THE OUTREACH

The Outreach Volunteer should, when their scheduled outreach is complete, thank the site contact and any staff individuals the Volunteer encountered. The Outreach Volunteer will clean up the space they used and will make sure there are no discarded BCC flyers/ outreach materials laying around. The Outreach Volunteer will count the remaining number of flyers and report the total number of materials distributed to their Adelante staff contact, along with any other relevant information. At this time, the Outreach Volunteer should request any additional supplies or needs they might require for their next outreach event.

Effective Outreach Skills

The goal of an outreach volunteer is to spread awareness about the Benefits Connection Center and the services we offer. Keep in mind that your outreach is integral to linking individuals to the Benefits

Overall Approach

Outreach volunteers are encouraged to promote the BCC in an inviting manner. Your approach should reflect that your only interest is to help. It is essential that the BCC builds credibility with individuals at outreach sites, especially with vulnerable populations that might be wary of giving out their personal information.

Therefore, you should never come across as aggressive or argumentative. Instead, you should be persuasive while being respectful of individuals’ boundaries and/or concerns.

Connection Center, and can leave a lasting impression at outreach sites. It is important that the approaches you use work towards the goals of the Benefits Connection Center and demonstrate respect and professionalism.

This sheet includes tips to help you succeed as an outreach volunteer.

General Expectations

Appearance

Dress in a style that helps you integrate into outreach sites. Typically, this means dressing casually. Wear an Adelante shirt whenever possible. Avoid dressing in business wear or any style that will make you unnecessarily stand out.

Speech

Outreach volunteers are expected to use accessible and professional speech. To make your speech clear, avoid using acronyms and abbreviations, as well as speaking in a pace that is difficult to follow. Slang, foul language and inappropriate comments are unacceptable.

Tone of voice

Outreach volunteer should use an upbeat, friendly tone, and should not sound indifferent, inpatient, argumentative or frustrated. Shouting or using exaggerated tone/volume is unacceptable.

Respect for Everyone

Successful outreach volunteers are able to engage comfortably with people from a variety of backgrounds. Outreach volunteers should not exclude any individual from receiving information on the basis of their race, gender, ability, income, mental health, housing status, and immigration status.

Tips for Outreach

1. Greet Warmly

Begin your contact with a warm and friendly greeting. Introduce yourself by stating that you are with the Benefits Connection Center at Adelante. Ask how the person is doing when appropriate.

2. Ask for permission to give information

Outreach volunteer often pass out information at sites. When distributing information, outreach volunteers should ask for permission before handing an individual material. “Can I hand you information about the Benefits Connection Center”? Asking for permission helps to build trust, as it demonstrates respect.

Once you have made the initial contact, feel free to give a concise explanation of the services the BCC offer.

3. Answer questions

Listen without interrupting to any questions or comments. Answer general questions about the BCC. Avoid answering specific questions about eligibility for benefits. Instead, encourage the person to take advantage of the BCC’s Benefits Check-up service. You want to give each person your full attention, however, make sure to guide the conversation to meet the goals of your outreach. This includes not spending a long time on one conversation. You want to have time to reach many people at the site

4. Close with an invitation

Upon handing out information, let people know that you are at the site to help, and to approach you if they have questions. Encourage people to inform any friends or family they think might qualify for the core benefits to contact the BCC.

Benefits Connection CenterContact Information

Adelante Staff Contacts:

Kenny SanchezBCC Program Manager(505) 341-7143kesanchez@goadelante.org

Kenneth WilliamsBCC Program Manager(505) 341-7131kswilliams@goadelante.org

Glenna DonnellAdelante Volunteer Coordinator(505) 449-4021gjdonnell@goadelate.org

BCC Contact Information:

Local Phone Number (Albuquerque Metro Area) (505) 273- 5222

Statewide Phone Number (Toll Free) (844) 266-2236

The mailing and physical address of the Benefits Connection Center:

Benefits Connection CenterAdelante Development Center

3900 Osuna Road NEAlbuquerque, NM 87109