FAMILY CAREGIVE SUPPORT PROGRAM:

FAMILY CAREGIVE SUPPORT PROGRAM: INFORMATION AND ASSISTANCE A. Definition and Purpose Information is defined as group services, including public education and provision of information at health fairs, expos and other similar events. Assistance is a service defined as one-on-one contact to provide information and assistance. Assistance is a service that provides current information on opportunities and services available; assesses the problems and capacities of the individuals; links the individuals to opportunities and services available; and to the maximum extent practicable, ensures that the individuals receive the services needed, and are aware of the opportunities available to the individuals by establishing adequate follow-up procedures. The purpose of information and assistance is to: 1. provide current information on opportunities and services available; 2. assess the problems and capacities of the individual; 3. link the individuals to opportunities and services available; 4. ensure that the individuals receive the services needed; and 5. establish adequate follow-up procedures to see that services were received. B. Eligibility Family caregivers or grandparents or older individuals who are relative caregivers. Priority will be given to older individuals with greatest social and economic need. Particular attention will be given to low-income older individuals and to older individuals providing care and support to persons with mental retardation and related developmental disabilities. C. Unit of Service: One unit of service equals one caregiver contact or contact with a person on behalf of the caregiver. D. Minimum Program Requirements: Each service provider of the Family Caregiver Support Program must comply with the Minimum Program Requirements developed by the Division of Aging and Adult Services. 1. Service Activities The provider for the FCSP Information and Assistance System shall: a. receive incoming contacts from the caregiver or person calling on behalf of the caregiver and the general public; b. assess and evaluate inquiries received from a caregiver or person on behalf of a caregiver; c. provide accurate information about community services and resources; e. provide appropriate referrals; f. complete appropriate sections of the screening/intake assessment forms; g. maintain current reference and resource files for the elderly and caregivers; h. follow-up on all referrals with the caregiver, person on behalf of the caregiver or the resource agency, to determine if the needed services were received; i. be knowledgeable of current resources, services, programs and opportunities available for the caregiver in the community; j. maintain the confidentiality of personal information obtained from a caregiver; and j. provide appropriate resources for the caregiver and/or care recipient, which may include scheduling appointments, arranging transportation for caregiver/care recipient, and assisting with completing forms or paperwork, if needed or requested. 2. Location of Service Information and Assistance Service Agencies shall be located in a centralized area accessible to the caregiver in the Agency’s service delivery area. 3. Access to Service The client may enter the service system at any point, through an appropriate referral. 4. Delivery Characteristics a. Each caregiver shall have documentation of services requested/provided. b. Information and Assistance services must be available to caregivers seeking assistance or persons on behalf of the caregiver, by phone or on a walk-in basis, during normal working hours, Monday through Friday. c. The Information and Assistance Agency must have satisfactory arrangements to ensure that caregivers’ files are kept in a locked file cabinet and inaccessible to the general public. d. Information and Assistance Agency must have satisfactory procedures established to provide or obtain services for the non-English speaking caregivers where appropriate. 5. Staffing a. There shall be a person at the Area Agency on Aging responsible for the day- to-day operation of the program. b. There must be adequate staff to meet the goals of the program. c. All staff must be knowledgeable of the available services and resources in the community. d. All staff must be able to communicate with the caregivers who have a speech, visual or hearing impairment. e. In-service training is required of all staff and is the responsibility of the contracting agency. Training must consist of: (1) information on available community service providers and resources; (2) the agency’s operational policies and procedures; (3) completing screening/intake, referral and assessment form; (4) telephone techniques and procedures; (5) the interviewing process; (6) counseling skills; (7) the Aging process; (8) active listening skills; and (9) how to use the resource directory (to collect, organize, update and retrieve resource information on a continuous basis). 6. Monitoring The Bureau of Audit and Evaluation, Department of Human Services, shall monitor at least annually.