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Lake Cumberland Area Agency on Aging & Independent Living Policies and Procedure Manual

Section III Lake Cumberland Aging & Disability Resource Center Page 1

SECTION III

AGING AND DISABILITY RESOURCE CENTER

INTRODUCTION

The Aging and Disability Resource Center Program provides a "one-stop shop" for information about, assistance with and referral to resource for older persons and persons with disabilities and/or their caregivers. The goal of the ADRC is to provide individuals with all the information they need to make informed choices and to streamline access to the individual’s choice for long-term supports. ADRC improves the ability of state and local governments to manage resources and to monitor program quality through centralized data collection and evaluation. ADRC programs provide information and assistance to individuals needing either public or private resources, professionals seeking assistance on behalf of their clients, and individuals planning for their future long term care needs. The ADRC shall:

1. Provide Individuals and families, regardless of income, unbiased and reliable information and counseling.

2. Function as "a one-stop shop for aging and disability information, programs and services."

3. Have the ability to serve all individuals regardless of income by providing information about, and referrals to, agencies and providers.

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Purpose

The Lake Cumberland ADRC will serve as an entry point to publicly administered long term supports including those funded under Medicaid, the Older Americans Act and state revenue programs.

Procedure

1. LCAAAIL shall ensure that ADRC staff are highly trained professionals, who have completed ADRC training and are competent, to provide expertise to serve diverse private pay consumers;

2. ADRC staff shall: a. Provide unbiased customer support;

b. Enter client information into DAIL approved data system regardless of income level;

c. Provide advanced counseling and decision support skills through formal assessment/screening, interviewing, probing and exploration of alternatives;

d. At a minimum, be able to provide information on the following:

3. Cost of Services – options, service fees and rate scales, opportunity for financial assistance, existing income guidelines and criteria, criteria for spend down.

4. General Services and Supports – menu of services, how to locate services, range of options availability, alternatives for waiting lists;

5. In-home Supportive Services – quality assurances, hiring procedures, competency and trustworthiness of home care workers, lists of providers in the community, affordability, and how to locate;

6. Quality – service selections available to older adults, the extent to which referrals in the database are based on bonding, and policies and procedures for monitoring and accountability;

7. Long Term Services and Supports Planning for the Future – long term care insurance information, guidance with estate planning and estate recovery, and reverse mortgages; and,

8. Housing – cost, options, assisted living opportunities, moving and relocation services, and financing nursing home placement

Lake Cumberland Area Agency on Aging & Independent Living Policies and Procedure Manual

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DEFINITIONS

ADRC means the entity funded by the Division of Aging and Independent Living to administer and provide Aging and Disability Resource Center services.

APS means the agency designated to insure the safety and well-being of elders and adults with disabilities who are in danger of being mistreated or neglected, are unable to take care of themselves or protect themselves from harm and have no one to assist them. APS caseworkers are usually the first responders to reports of abuse, neglect and exploitation of vulnerable adults.

Advocacy means a key part of Information and Referral Services used to ensure that callers receive the benefits and services to which they are entitled and that organizations within the established service delivery system meet the collective needs of the community.

Benefits Counselor means a person whose primary job duties may include offering information about available benefits; providing technical assistance to consumers about how to access benefits; advocating for/assisting with the appeal process for benefits denial; consulting with legal counsel when appropriate.

Consumer/Caller means an individual the ADRC has served and collected identifying information about.

Contact means a communication made in person or by telephone by any person (consumers, caregivers, professionals, etc.).

Crisis Intervention means assessing and meeting the immediate, short-term needs of consumers who are experiencing a crisis and contacting the ADRC for assistance. Although the ADRC does not promote itself as a formal crisis intervention center, occasional requests for assistance from consumers in crisis may occur.

DAIL means the Department of Aging and Independent Living of the Kentucky Cabinet for Health and Family Services.

Follow-Up means the requirement that I&R/A Specialists and Benefits Counselors contact consumers needing additional assistance in locating or using services including those consumers in endangerment situations or to assess the overall quality of the service performance.

Futures Planning means the process of planning for one’s future long term care needs. This may involve the provision of information, counseling and resources about retirement planning, financial planning, LTC insurance and reverse mortgages.

I&R/A Specialists or Operators mean a person whose primary job duties may include answering telephones and meeting with in-person visitors; offering information, referral and assistance on a variety of topics; determining if a home visit or office visit with a case manager is necessary;

Lake Cumberland Area Agency on Aging & Independent Living Policies and Procedure Manual

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documenting calls in the client tracking database; assisting with populating and maintaining the resource database.

Information Provision means information given to a consumer in response to a direct request. Information can range from a limited response (such as an organization’s name, telephone and address) to detailed data about community service systems (such as explaining how a group intake system works for a particular agency), agency policies, and procedures for application.

Inquirer means someone who approaches the ADRC either by phone, e-mail, or in-person to receive information, assistance and/or referral to resources for older persons and persons with disabilities and/or their caregivers.

New Contacts means the total number of telephone and in-person contacts made to the ADRM by individuals who have contacted the ADRC during the current fiscal year.

Options Counseling means some combination over time of the following activities: provision of information, making referrals, counseling, assisting with applications, advocating, home visits, short-term case management, and conducting needs assessments and reassessments.

Program Coordinator means an individual responsible for the overall management of the program in a given Area Development District (ADD). This person may also serve as a Resource Counselor.

Referral Provision means information and referral services in which the consumer has one-to-one, human contact with an I&R/A Specialist or Benefits Counselor. The referral process consists of assessing the consumer’s needs, identifying the appropriate resources, assessing appropriate response modes, indicating organizations capable of meeting those needs, providing enough information about each organization to help consumers make an informed choice, helping consumers locate alternative resources, and when necessary actively participating in linking the consumer to needed services.

Referral Specialist means the person designated as the frontline ADRC staff to receive calls and requests for information and assistance.

Repeat Contacts means the total number of telephone and in-person contacts made to the ADRC by individuals known to have contacted the ADRC this fiscal year.

Resource Counselor means ADRC staff that provides assistance and referral to callers with complex needs.

Short-Term Case Management means case management used to stabilize consumers and their families in times of immediate need before they have been connected to ongoing supports and services. It often involves more than one follow up contact.

Total Contacts means the total number of telephone and in-person contacts made to the ADRC. This number includes repeat contacts.

Unit means one (1) contact for ADRC information, assistance or referral; or one (1) event for ADRC group presentation/ media event

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Responsibilities of the Lake Cumberland Aging Disability Resource Center

The ADRC shall be responsible for planning, organizing, and administering a district-wide service delivery system. Specific terms and conditions are included in the master agreement and are approved by The Department for Aging and Independent Living.

General Requirements

The Lake Cumberland AAAIL ADRC shall:

1. Provide a plan for meeting the requirements in their contract for the ADRC.

2. Permit staff of DAIL to monitor and evaluate all ADRC services.

3. Ensure that consumers and families are able to identify and readily locate Aging and Disability Resource Center.

4. Ensure that each paid staff person has received initial and ongoing training to meet training standards and meets staff qualification standards established for each specific service by DAIL. DAIL will develop training standards and provide technical assistance.

5. Develop and maintain a staffing plan that describes how the ADRC is staffed, including functions of various staff positions, staff qualifications, the number of full-time equivalent positions (FTEs) devoted to each function and the percent of each position’s time devoted to its different responsibilities, i.e. current staff may be assigned to the ADRC on a rotating schedule. LCAAAIL will ensure one (1) FTE lead staff with (1) backup staffer, and have staffed physical space in the Lake Cumberland District.

Lake Cumberland Area Agency on Aging & Independent Living Policies and Procedure Manual

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POLICY AND PROCEDURE APPROVAL

Policy:

The Department for Aging and Independent Living will approve all policies and procedures including the client and resource directory database.

Procedure:

1. Policies and procedures will be submitted to the Department for Aging and Independent Living prior to implementation.

2. All changes to the database template are at the discretion of the DAIL.

3. Updates to the resource database will be referred to the DAIL administrator prior to the inclusion on the website.

Lake Cumberland Area Agency on Aging & Independent Living Policies and Procedure Manual

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SERVICE DELIVERY

Policy

The Lake Cumberland Aging and Disability Resource Center (LCADRC) shall provide accurate information, suitable referrals, and supportive assistance for consumers in order to link the person to the appropriate service(s) either by telephone or in person.

Procedure:

The LCAAAIL staff will understand the standard elements and general flow of interaction to assure that all inquiries are consistent.

Lake Cumberland Area Agency on Aging & Independent Living Policies and Procedure Manual

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INTAKE PROCEDURE

Policy:

An intake utilizing the DAIL ADRC Level I Screening will be completed at the time of inquiry in order to gather information and document the need for referral and assistance.

Procedure:

1. Initial contact occurs by walk-in, office visit, telephone, email, or TTD/TTY interactions;

2. The information and assistance service shall be available continuously for at least 7 ½ hours a day, Monday through Friday (except for official state holidays), including the hours from 11:00 a.m. through 2:00 pm. The phone shall be answered as the Lake Cumberland Aging and Disability Resource Center.  The LCADRC shall provide information and assistance in a manner that is convenient for the public. The Aging and Disability Resource Center shall provide a phone number, which is toll free to all callers within the LCADD service area. During information and assistance hours, a LCAAAIL staff member will answer the phone as quickly as time allows. If the call comes through LCADD switchboard first and ADRC staff is already on another line, provider choice in putting current caller on hold before picking up an outside line.

3. Response to voicemail, E-mail and Web based inquiries will occur within (24) twenty-four business hours of initial contact. Contact to voicemail, E-mail and Web based inquiries will be attempted (3) three times prior to closing contact with consumer in event of unsuccessful contact attempts. The last contact with the consumer is preferred to be a mailing composed of program/resource information with a referral to the LCADRC. Staff will make drop-in individuals a priority.

4. Complex issues/concerns and referral(s) will be the responsibility of the ADRC Program Coordinator or the Director of Aging & Independent Living Services.

5. Inquirers will be encouraged to re-contact the Resource Center if they need further information and/or assistance.

6. ADRC Staff will utilize the approved DAIL Standardized screening tool.

• Should the caller be requesting Medicaid waiver services and has Medicaid then the application will be entered into Medicaid Waiver Management Application System. ADRC will mail the applicant a MAP 10. Should the applicant request Participant Directed Services as a provider then the ADRC will mail a PDS Packet.

• Should the caller desire Medicaid then an initial assessment is entered online into Benefind. The MWMA application is done congruently and a MAP 10 is mailed. The caller is directed to follow-up at the local Dept. for Community Based Services to complete an application for Medicaid.

7. Screening data will be entered into the SAMS system.

Lake Cumberland Area Agency on Aging & Independent Living Policies and Procedure Manual

Section III Lake Cumberland Aging & Disability Resource Center Page 9

INITIAL CUSTOMER INTERACTION PROTOCOL

Initial Customer Interaction Protocol

1. The ADRC phone will be answered as ADRC and the Provider name.

2. Upon call completion: a. Thank the inquirer for using the ADRC services.

b. Encourage the inquirer to contact again at any time in the future for assistance.

c. Offer a follow up satisfaction survey by mail or email.

Customer Intake Protocol

1. Verbal and / or written permission will be obtained prior to making a referral, assisting with obtaining services or advocating for an individual.

2. The ADRC will document that a referral has been made on behalf of the caller.

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REFERRAL PROTOCOL

Referral Protocol

1. Referrals will be made to appropriate agencies and/or organizations on behalf of a customer upon request.

2. Information necessary to process a referral shall include but is not limited to name of person requesting services, age, address, phone number and services requested.

3. It is the responsibility of the Referral Specialist and/or the Resource Counselor working with the customer to notify the agencies and/or organizations of the referral.

The ADRC will make the referral process simple, consistent and complete to ensure the consumers’ needs are met by the referral(s).

1. Follow-up contact will be made for all clients having presented with complex issues / concerns, to include, but not limited to, those inquirers in endangerment situations. A Resource Counselor is responsible for the follow-up contact.

2. Staff will assist in identifying and removing whatever practical obstacles exist between the customer and identified service(s) and/or advocate for the individual when requested.

Lake Cumberland Area Agency on Aging & Independent Living Policies and Procedure Manual

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NON-OPERATING HOURS PROTOCOL

Policy:

The Aging and Disability Resource Center shall provide information to callers during non-operating hours regarding business hours and how to leave a message for ADRC Staff.

Procedure:

1. The LCADD/LCADRC voice mailbox and Microsoft Outlook "Out of Office Assistant" will be activated during non-operating hours, such as but not limited to, evenings, weekends, and holidays. The Out of Office Assistant message will advise that the center is currently closed, normal operating business hours, and that a message can be left which will be responded to by close of next business day.

2. A voice message on the mailbox will advise the caller the center is currently closed and if the call is an emergency to hang up and call 911, normal operating business hours, and that a message can be left which will be responded to on the next business day. The message will advise that the center is currently closed, normal operating business hours, and that a message can be left which will be responded to by close of next business day.

3. It is the responsibility of LCAAAIL staff or assigned designee to activate both systems at close of business.

4. It is the responsibility of LCAAAIL staff or assigned designee to retrieve and respond to messages within both systems in the morning of the next business day.

Responses to non-business hour inquiries will be documented in the computer program call log under the record name "Non-business hours inquiry".

Lake Cumberland Area Agency on Aging & Independent Living Policies and Procedure Manual

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CALL TERMINATION PROTOCOL

Policy:

Aging and Disability Resource Center staff will, at all times, portray professionalism and strive to provide excellent customer service by utilizing professional behavior, skills and attitudes.

Procedure:

Upon termination

Thank the inquirer for using the ADRC services.

Encourage the inquirer to contact again at any time in the future for assistance.

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QUALITY IMPROVEMENT, COMPLAINTS

Policy:

The LCAAAIL/LCADRC staff members will perform their assigned duties to all consumers in a timely fashion according to best practices and in a professional manner.

Procedure:

1. All complaints and/or concerns about any aspect of the service, including but not limited to personnel, are considered significant. These are to be routed to the Director of Aging Services or his/her designee for effective resolution.

2. For quality improvement purposes, referrals, including but not limited to complex referrals, will be audited annually using a simple auditing tool for quality of the referral. This process is the responsibility of the Program Coordinator or his/her designee.

3. For quality improvement purposes, consumers will be audited annually using a consumer satisfaction survey. This process is the responsibility of the Program Coordinator or his/her designee.

Satisfaction Surveys

1. For quality-improvement purposes, consumers will be randomly audited within two weeks from date of ADRC contact using a consumer satisfaction survey developed by DAIL. This process is the responsibility of the Program Manager or his/her designee and a requirement of all programs.

2. This survey may be given by phone, email or by postal service. Consumers have the option to waive survey(s).

Monitoring

1. Even if state or federal funding is not specifically designated for the ADRC, but is used to support the ADRC, the program will be monitored for quality and service delivery.

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LIMITED ENGLISH PROFICIENCY (LEP)

Policy:

The LCADRC strives to provide effective and efficient language services to individuals who are Limited English Proficient (LEP). The ADRC Program Coordinator will hold primary responsibility of coordinating all language service activities.

Procedure:

The Program Coordinator or his/her designee will hold primary responsibility of coordinating all language service activities.

a. LCAAAIL staff will consult with the Director of Aging Services or his/her designee when a person is identified as being LEP.

b. If the persons primary language is any other than English, it will be identified by the LCAAIL staff and related to the Director of Aging Services or his/her designee in order to start the planning process.

c. Interpreter Services will be arranged for all clients who have Limited English Proficiency. The interpreter must be a neutral party and cannot have a vested interest in the client’s personal welfare.

d. If a client requests that a family member interpret for them, a neutral interpreter will be present to insure that the client’s best interests are being considered.

e. Contract providers and other community resources will be used for interpreter services, if there are no in-house interpreters available.

f. Determination of appropriate language services will depend on individual circumstances and plans can be modified in order to accommodate client need.

g. The use of telephone interpreter services is available through "Language Line Services". ADRC staff must receive advance approval from the AAAIL Director or his/her designee prior to the use of this service.

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STAFFING

Policy:

The LCADRC will seek to maintain a skilled and knowledgeable staff to ensure the integrity of provided services.

Procedure:

1) It is the responsibility of the LCADRC to assure that the staff is adequately trained in order to perform their basic assigned duties. Such trainings(s) / education may include, but are not limited to seminars; conferences; training sessions and / or literature.

2) It is the responsibility of each staff person in conjunction with the Director of Aging Services or his/her designee to identify any specific area(s) of training which may include, but not limited to special populations and skill sets that may be deemed necessary to successfully perform assigned duties. Such training(s) / education may include, but are not limited to seminars; conferences; training sessions and / or literature.

3) It is the responsibility of each staff person to identify and respond appropriately to difficult inquirers / situations.

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CRISIS, EMERGENCY INQUIRIES

Policy:

Emergencies will be addressed by following the protocol. Staff will accept the statements as valid and will not attempt to interpret or question the inquirer’s perception or intent. Emergency personnel will be contacted when possessing any doubt as to the necessity of assistance.

Procedure: Crisis/Emergency Inquirer

1) At any point in an interaction when emergency intervention is required, staff will remain calm, assert control over the conversation, and be as directive as is necessary in order obtain / verify the following information, in order of priority: a) The specific location of the person(s) requiring assistance (street address, location on property – e.g., front bedroom, back yard, parking lot).

b) The phone number of the person needing assistance or the caller. Remember – The inquirer may not be the person(s) requiring assistance.

c) The chief complaint of the person requiring assistance.

2) If interaction is via a phone call staff will then transfer the caller to 911 and stay on the line until the natural conclusion of the call. Note – Staff will not tell the caller to hang up and dial 911.

3) Staff will not attempt to substantially diagnose or question the inquirer about the nature of a medical emergency prior to taking decisive action. The first priority will be to ensure that assistance is en route at the earliest possible opportunity. Staff may ask the inquirer about sudden or drastic changes in medical conditions in order to ascertain whether or not an emergency exists.

4) If caller indicates that they do not want or need emergency assistance but staff is concerned about the caller’s welfare and believes the caller may be in imminent danger then contact the appropriate police or sheriff’s department identifying self as LCAAAIL/LCADRC staff, explain the situation and ask for a "welfare check".

5) If interaction is during a home visit, staff will first make certain that immediate environment is safe. If the environment is unsafe move to the closest safe place, then phone 911 with specifics.

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Suicidal Person

1) In the event that an inquirer threatens harm to self-obtain as much information as possible in order to dispatch emergency services. Be careful not to alienate the caller. Enlist the aid of a co-worker for collateral phone calls or other assistance.

2) Staff must be in firm control of the conversation. Ask questions related to the present suicidal crisis. Be prepared to direct each successive action to minimize imminent potential for harm.

Points to keep in mind:

Find out what kind of self-harm the person has done / is doing: Drugs: When?, What kind?, What strength?, Usual dose?, Mixed with other drugs/alcohol? Cuts:

Weapon?, Where are cuts?, How deep?, Bleeding? How much? Gun:

Loaded?, What kind?, Where is it?, Anyone else nearby?

•Talking about suicide to a troubled person will not give him/her the idea. The ideas are already there.

•A "garden variety" depression triggers most suicide attempts, not psychosis. Staff should endeavor to look for and emphasize the individualized reason(s) a person may have to live.

•Typical suicides are not impulsive actions; they are preceded by long deliberation. Suicide is often a choice that is contemplated for months, if not years.

•The person who only talks vaguely or threateningly about suicide or makes feeble "gestures" is not interested only in manipulation, and should be taken seriously. This person requires attention, without which the next suicide attempt may be lethal.

3) Keep the person on the phone and talking if possible until help arrives.

Angry Person

In the event of an inquirer who expresses anger toward the staff member, the LCADRC, or a referral source, the staff member will:

•Remain calm, patient, and not engage in argument

•Work to defuse the inquirer’s anger by active listening and by responding empathetically

•Help the inquirer to identify the source of his/her anger and define it

•Endeavor to understand the cause of the anger as the inquirer defines it

Lake Cumberland Area Agency on Aging & Independent Living Policies and Procedure Manual

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•Remain positive and offer assistance in resolving (if possible) the cause of the inquirer’s anger

•Explain how the LCADRC is able (and unable) to assist its customers

•Offer help wherever possible

•Assist the inquirer in problem-solving

•Follow through with commitments made to the inquirer

•Offer future assistance

•Follow up

Profane/Offensive Person

In the event of an inquirer who uses language that the staff member perceives as profane or offensive, the staff member will:

•Be explicit about what the inquirer is saying that the staff member finds offensive or profane

•Inform the inquirer that the staff member will be unable to continue the conversation until the specific profane or offensive language ceases

•Offer the inquirer other word choice / language options to express him/herself that the staff member would not find offensive or profane

•Emphasize willingness to be of assistance

•Set limits and stick to them

•Terminate the interaction once the above conditions are met and the offensive/profane language continues

Threatening Person

In the event an inquirer uses threatening language or issues specific threats to the LCAAAIL/LCADRC staff member, the staff member will:

•Be explicit about the staff member’s perception of an issued threat

•Inquire about the nature and motivation of the perceived threat

•Emphasize that the staff member will not accept threats and will take appropriate action to nullify the threat, up to and including police intervention, if required

•Offer positive options

•Offer future assistance

•Offer positive avenues for conflict resolution

•Attempt to preserve the relationship with the inquirer

•Set limits and stick to them

•Terminate the interaction if the above conditions are met and the treats continue

•Take appropriate protective action, depending on the nature of the treat including a report to and / or calling law enforcement, if indicated.

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PRIVACY POLICY

Policy:

The LCADRC staff will maintain each inquirer’s right to privacy and confidentiality of protected health information.

Procedures:

a) It is the responsibility of each staff member to adhere to the Workplace Privacy and Security Procedures of the Lake Cumberland Area Development District as written.

b) When the inquirer is not the person for whom services are requested, generalized referral information about community services may be given to a third party without a release of information.

c) An inquirer who has not knowingly given his/her phone number may not be contacted or identified by using the caller identification function of the phone system. The only exception to this is in the event of an emergency, when the caller ID is the only available method of identifying the caller or the caller’s location.

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RESOURCEDATABASE

Policy

The LCADRC database shall be a collection of local community information as comprehensive as possible that identifies resources, services and providers in areas relevant to the long term care needs and issues of older adults, adults with disabilities, and their caregivers. The following disclaimer applies:

Disclaimer: No recommendation or endorsement is intended or made of any product, service, or information either by its inclusion or exclusion. While all attempts are made to insure the correctness and suitability of information under our control and to correct any errors brought to our attention, no representation or guarantee can be made as to the correctness or suitability of that information or service presented, referenced, or implied. The Lake Cumberland Area Agency on Aging and Disability Resource Market is not responsible for any decisions made or actions taken by inquirers as a result of the information obtained.

Procedure

a) The LCADRC will maintain a database of local community information as comprehensive as possible about resources, services and providers relevant to long term care needs and issues of older adults, adults with disabilities, and their caregivers. The database will be used by the LCAAAIL/LCADRC staff to provide information and / or referrals to inquirers on available options within the community. Although inclusion in the database is deemed a privilege, not a right, and remains at the sole discretion of LCADRC, inclusion does not imply endorsement nor does omission indicate disapproval.

b) General guidelines for inclusion may include, but are not limited to such things as adequately addresses the needs of the target population, provides critical services for the target population, provides services within the region of the local Area Development District, and provides timely updates on information.

c) General guidelines for exclusion may include, but are not limited to such things as illegal activities, deceptive business practices, misrepresentation of services, discrimination, patterns of complaints, and violation of federal, state, or local laws or regulations.

d) The general guidelines will be reviewed by the Program Coordinator or his/her designee at a minimum of every three years.

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RESOURCE DATABASEMAINTENANCE

Policy:

The LCADRC will maintain a current standardized profile of agencies and organizations listed in the resource database.

Procedure:

To ensure the integrity and accuracy of the database it is the responsibility of the ADRC staff to enter all descriptive information into the database.

The ADRC staff will formally update the resource database annually.

The ADRC staff will make revisions and additions to the database throughout the year whenever feasible.

The agencies and organizations profile shall contain at a minimum when appropriate the name, both legal commonly used name, as well as acronym; main address and branch sites; contact information; hours of operation; and type of services.

The agencies and organizations profile will include at a minimum the organization’s name and geographic location by county and zip code as well as type of service provided and specific target population when possible.

The ADRC staff and/or his designee are responsible for entering the agency / organization profile into the electronic database.

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ADRCREPORTS

Policy:

The Lake Cumberland Aging and Disability and Resource Center will collect aggregate data to build a profile of community needs to assist in community wide planning to fill identified gaps in order to serve individuals with appropriate service(s).

Procedure:

a. The Aging and Disability Resource Center will use, conduct, and analyze aggregate data in order to develop and create reports to identify gaps in services, document insufficient resources, and monitor trends within the community.

b. It is the responsibility of the ADRC staff to develop all aggregate reports requested by the DAIL.

c. ADRC Staff are required to obtain as much information as possible regarding the callers, with particular attention to the type of caller (consumer, caregiver, professional, other or unknown), callers age, disability type associated with the call (physical, MR/DD, mental illness, multiple, other or unknown), and callers income level. Each individual contact is to be recorded in the SAMS Database.

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LCADD Contact Info

Lake Cumberland Area Development District
P.O. Box 1570
(mailing address)
2384 Lakeway Dr.
(street address)
Russell Springs, KY 42642
Phone: 270-866-4200
Toll Free: 800-264-7093
TDD: 800-648-6056
Fax: 270-866-2044
info@lcadd.org

LCADD Calendar

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