Purpose of Information and Referral Services?

1. Purpose of Information and Referral Services?

2. Purpose of Information and Referral Services • The primary purpose of Information and Referral services is to link people with needed services by • Identifying their needs, • Finding the most appropriate services to meet their needs, and • Linking them to the most appropriate service providers

3. Purpose of CAPS? CAPS

4. Purpose of CAPS CAPS Link people to needed services • Within places they naturally gather • In their own language • By people who share their culture

5. Circles of Care Long Term Care System for Older Adults Fremont, Newark and Union City Support Agencies/ Business in Community Home & Community Support Programs Physical & Mental Health Services Family & The Older Adult Spiritual Services Transportation Services Friends Legal & Financial Services Local Businesses Social, Leisure, Volunteer & Cultural Services For more information on Pathways to Positive Aging go to www.tceconline.org

6. Goals of an Information and Referral System • Understand people’s situation • Give them the resources • Prioritize and Plan • Identify and Understand community resources • When necessary, advocate • Follow-up

7. Upon completion of this training, you will know… • The functions of an information and referral service • The many services available to seniors, including federal, state and local programs • Importance of Confidentiality • Limitations of a Community Ambassador • Issues related to the Aging Process

8. Upon completion of this training, you will be able to… • Effectively communicate with people • Accurately identify people’s problems and needs • Locate needed services and resources • Help people make good choices when accessing services • Follow-up with people • Maintain records

9. Upon completion of this training, you should… • Be aware of your own biases that may impact your client • Understand that people have different perceptions from yours and be supportive of those differences • Be nonjudgmental • Show respect for differences • Be flexible and open • Be willing to seek out supervision and learn

10. As a Community Ambassador, Do Not . . .

11. As a Community Ambassador, Do Not . . . • Give medical advice • Give medication advice, including the use of herbal remedies • Give psychological counseling • State you are social worker, counselor, case manager or other licensed professional • Give legal advice

12. As a Community Ambassador, Do Not . . . • Insult or demean • Refuse service on basis of race, class, religion, etc. • Accept payments or favors • Violate confidentiality • Violate other professional ethnics

13. Community Ambassadors Are Not Case Managers: Differ in • Goals • Knowledge and Ability • Level of Supervision • Primary Tasks • Skills to Complete Tasks

14. What to Do When You Don’t Know What to Do… • Talk to your Site Coordinator • Talk to the CAPS Coordinator • Call the Senior Helpline at 510-574-2041

15. ETHICS • Professional ethics are designed to protect the dignity and rights of people who are being served. They define a set of practices that Community Ambassadors are expected to follow

16. Ethics • Community Ambassadors will ensure that the confidentiality of people they serve is preserved. This includes: • The identity of the person, • The person’s request for services, • The information provided to them, and • The avoidance of any non-essential discussion or gossip concerning the older adult and his/her family.

17. Exceptions to Confidentiality • When release of information is required by law • Presence or risk of serious harm to the person or another person • The person has given explicit and written permission

18. Client Rights • To be empowered • Anonymous/confidential access to information • Assistance • To be treated with respect and sensitivity • Self-determination • Accurate & comprehensive information • Support in obtaining services

19. What’s wrong with this case? • Recently one of our case managers referred a client to a mental health agency that provides therapy. The client refused the referral, stating that she did not want to participate. Seeing that the case manager was puzzled by her refusal the client stated her refusal was because she had a friend who received psychotherapy from that mental health agency in the past. Her friend’s husband was not aware that her wife had sought psychotherapy. At a social gathering, a staff member of the mental health agency saw the client, approached her and asked her about her progress. Her husband overheard the conversation. Her friend was very embarrassed and upset about the conversation as it created a lot of friction and was possibly the reason that the couple decided to divorce.