5034 Outreach and Marketing

Georgia State Seal

Georgia Division of Aging Services
Access to Services Manual

Chapter:

5000 Aging and Disability Resource Connection (ADRC)

Effective Date:

Section Title:

Outreach and Marketing

Reviewed or Updated in:

MT 2019-01

Section Number:

5034

Previous Update:

Overview

The Area Agency will establish and maintain efforts to promote public awareness of the availability of access services, aging and disability services and other community resources through its single entry point.

Requirements

  1. The Area Agency will develop a written outreach and marketing plan that uses a systematic methodology for publicizing its services, including options counseling, to targeted populations[1], including private pay individuals, and to other community resources.

  2. The agency will use various methods[2] tailored to the needs of diverse populations to publicize the access service system.

  3. Periodically the agency will evaluate the effectiveness of the outreach plan, using consumer demographic data and other referral source data, among others.

  4. The Area Agency may incorporate the plan into the Area Plan document, in addressing goals and objectives.

  5. The Area Agency will incorporate the ADRC logo on all written materials distributed by the Contractor. Along with logo include the statewide ADRC website www.georgiaadrc.com on all written materials used for marketing and outreach.

  6. The Agency will identify resources and strategies for handling increases in contact volume when external activities indicate the potential for increases in call volume. Disaster / emergency planning also should address this issue.

  7. The Agency will assure that outreach efforts and methods are culturally appropriate and are used to reach people with limited knowledge or use of English; people residing in rural and other isolated or underserved areas; minorities; LGBT populations; people with disabilities and people with resources to pay privately for services.

  8. Designated Area Agency staff, both paid and volunteer, will communicate regularly with other community services providers and participate in various community activities that will enhance the public’s knowledge and awareness of the agency’s access service system.

  9. The Area Agency will promote the statewide ADRC website (www.georgiaadrc.com) as the official website representing the ADRC. This includes listing the link in a prominent location on the AAA website and including the link along with the ADRC logo on all printed materials used for marketing and outreach.

  10. The voice message on the ADRC telephone line will include the message “you may also learn about resources by visiting the ADRC website at: https://www.georgiaadrc.com.” This message should be heard by after-hours callers, and callers who do not reach a live person during business hours. The intent of this message is not to discourage callers from requesting a return call, but to divert callers who may prefer self-service prior to or instead of speaking to a live person.

1. Targeted populations include: aging and disability populations, minorities and LGBT groups.
2. Methods of outreach may include personal contacts; speaking engagements; community meetings; public service announcements/listings; radio; television; paid advertisements; feature articles; news stories; interviews; newsletters; displays; telephone directory listings; print materials (brochures, posters, business cards, billboards, bus posters); mailing inserts; Internet web pages.