Provision of Referral Information 650-50-25

(Revised 03/01/2024 ML #3813)

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The ADRL staff will provide telephone, e-mail, and/or online information and referral services to individuals seeking information and referral services.

 

Once the needs of the individual have been identified, the intake staff will:

1. Assure the individual all requests for assistance are handled confidentially, and no information will be released without the individual’s verbal and/or written permission, as allowed by federal and state consent regulations.
2. Inform the individual information is kept on file for the Aging and Disability Resource-LINK records.
3. The intake staff will obtain as much information on the call summary as the caller is willing to provide. If the individual refuses to provide information, staff will affirm the individual has that option.
4. Explore what other resources and services the individual is currently receiving and/or if they have received information from any other source.
5. Provide referrals to give the individual a choice. Individuals will be responsible for choosing which, if any, resources they wish to access.
6. Refrain from recommending any one service over another.
7. Explore with the individual if they will be able to follow up on referral information provided without further assistance.
8. If the situation requires, complete the referral(s) on behalf of the individual:

• Intake staff will explain what information will need to be released and to whom the information will be released to complete the referral.
• Intake staff will ask for the individual’s verbal permission to release the information to make the referral to each specified agency or program.
• Intake staff will document the individual’s verbal agreement in the call summary. Access to the call log is restricted to licensed Aging Services staff.

9. Respect the individual's confidentiality at all times. Information shared must be kept within the limits agreed upon with the consumer:

• An exception to this would be a situation where the individual may be in danger of self-harm, staff will release information as needed to obtain emergency services for the individual.

10. Before terminating communication with individuals, intake staff will inquire if the individual has any further questions about the information provided; and thank the individual for using the Aging and Disability Resource-LINK.
11. Staff will inform the individual they may receive a follow-up call from intake staff to determine if the individual was linked to the services.
12. A “warm transfer” of the call will be completed when staff determines that a direct transfer would be appropriate; i.e. individual deemed unable to make the call themselves or is having difficulty understanding the referral and service process. “Warm transfer” is when intake staff connects the individual to another party or agency and stays on the line until connection is made. When a warm transfer is deemed appropriate, the intake staff will obtain the individual’s verbal permission to transfer the call. When appropriate the intake staff will announce the individual to the agency and remain on the line until assured parties have been connected.
13. When completing referrals, intake staff will approach agencies in a courteous manner, speak with the appropriate personnel, and have all known relevant information for the referral at hand. Relevant information may include the individual’s name, phone number, address, age, as well as their identified needs.
14. When completed, the ADRL Intake staff will document the call in a call summary, along with noting the date, the name of the individual calling, the individual's telephone number, and the individual providing the LTSS.