5060-B Training Content and Learning Outcomes for Access Services Staff and General Description of ADRC Staff Duties | ACCESS-TO-SERVICES-5200-MANUAL

Interviewing skills, techniques and attitudes

Person-centered planning

Listening skills

Communication skills and theories

Proper telephone usage

Screening and assessment tools and techniques, specifically the DON-R, NSI and Food Security Survey

Information and referral procedures

Follow-up procedures

Data recording in the DAS Data System

Records maintenance

Use of the resource database

Job related tools and equipment, including telephone and computer systems

Working with the elderly; individuals with disabilities; multicultural populations/ethnic minorities; other special populations, including learning Person First Language for individuals with disabilities and use of language access services

Techniques for handling calls from persons in crisis, including people who are despondent, suicidal or angry and people whose primary reason for calling is for social contact to alleviate loneliness or isolation, including the ability to complete warm transfers to crisis lines as appropriate

Overview of the region’s service delivery system for aging and disability services, agency operations, policies and procedures

DAS policies and procedures, including eligibility criteria for home and community-based services

Understanding of APS criteria, which types of cases are referred to APS Central Intake and which ones are referred to the Department of Community Health Healthcare Facility Regulation and/or the Long-Term Care Ombudsman - when abuse, neglect or exploitation is alleged.

Handling calls by inquirers who are non-English speaking or for whom English is not their primary language

Use of language access services and Georgia Relay or Teletypewriter (TTY) equipment

Establish rapport with inquirer and use active listening skills to determine the presenting problem;

Respond to each inquirer in a professional, non-judgmental and culturally appropriate manner;

Recognize and encourage the inquirer’s right to make his or her own choice;

Make an accurate assessment of the inquirer’s problems and needs asking relevant questions to elicit information necessary to make an accurate referral;

Present the inquirer with various approaches to address the problem;

Explore the inquirer’s own resources (examples: family, friends, faith community)

Effectively use the resource database to identify resources appropriate to meet the inquirer’s needs;

Where possible and desirable, provide more than one referral to give the inquirer a choice and to avoid the perception that staff are making recommendations;

Provide accurate and necessary information so that the inquirer can choose the most appropriate resources;

Pursue the problem until both the inquirer and the staff member are assured that all appropriate options have been exhausted;

Suggest ways the inquirer can advocate on his/her own behalf, when appropriate;

When warranted and with the inquirer’s permission, make direct contact and communicate effectively with other agency staff through three-way calling; notification of the inquirer’s forthcoming contact or scheduling of appointments;

Refer to an advocacy organization or negotiate on behalf of inquirers to assist them in obtaining a needed service when they cannot effectively represent themselves or when they have a complaint about a service;

Encourage inquirers to call back if the information provided proves incorrect, inappropriate or insufficient to link them with needed services;

Follow up when appropriate; and

Accurately record transaction information in DAS Data System.

an online training course through Boston University’s Center for Aging and Disability Education Research (CADER) program,

a one day in-person training,

a written exam, and

an oral review administered by the DASADRC Options Counseling Specialist.