In our information era it shouldn’t be so hard, but it is — many callers to Community Care’s Senior Information & Assistance (I&A) Program have called or web-searched several other agencies before reaching us to discuss their needs and questions. So when they make the connection, it is important for them to understand that after we talk their specifics and appropriate resources, we would like to check back with them within the month. It’s OK if they prefer to take the info we discuss and not receive a follow-up call or e-mail, but most are pleasantly surprised to know that we’re even interested in checking back with them.
Follow-up helps keep us all on track during hectic or challenging times. It can serve as a reminder of referrals discussed; it can help trigger further discussion about other needs not talked about in an initial conversation; it can identify barriers individuals might have in connecting with resources/agencies that they’ve reached out to; and it can help the Senior I&A team to stay fine-tuned in the referrals it makes in the shifting landscape of services designed to meet the needs of our aging population. On a subtler level, it makes more human a phone or e-mail interaction.
So, here is the way that those who contact Senior I&A know that the goal is to help them know and link to solutions: “Hi, we’re checking back to see if you were able to connect with the Health Insurance Counseling and Advocacy Program to discuss your Medicare supplemental plan options;” or “Did you talk with the Veterans Service Office about applying for Aid and Attendance improved pension benefits?” or “If Agency X didn’t return your call, would you like us to try and call them with you via conference call to make sure you make a connection?” Accurate referrals and helpful follow-up are the heart of Senior I&A.
Kathy Johnson is the Community Resources Specialist for Community Care’s Senior Information & Assistance Program, serving Lake and Mendocino County Seniors Monday through Friday at 468-5132 or 1-800-510-2020.
