Follow-up Calls 650-50-80
(Revised 03/01/2024 ML #3813)
Follow-up calls provide a second opportunity to assist individuals with obtaining needed services. Additional assistance in locating or using service may be necessary. Intake staff will conduct a follow-up within five (5) business days after the first initial contact.
For quality assurance purposes, Adults & Aging Services Staff will conduct follow-up calls on 10% of other inquiries monthly to the extent possible.
Follow-up shall consist of contacting the individual and/or organization to which a referral has been made to find out if service is being provided and the need is being met, and if the service is not being provided, why not.
Follow-up may also be used to determine if the individual is satisfied with the ADRL service as a means of determining the effectiveness of the ADRL services provided.
If applicable, changes in agencies or services gathered during follow-up calls will be verified by Adults & Aging staff and the resource database information will be updated.
If the inquirer has not received services, or the need has not been met, Adults & Aging Services staff shall determine whether there is still a need and make additional appropriate referrals and consider a referral for options counseling services. Adults & Aging Services staff will document follow-up results in the designated web-based data collection system for future reference.
Information gathered during the follow up process may be used as a further means of evaluating the effectiveness of existing community service providers and for identifying gaps and overlaps in community services.
