Transcript Purpose of Information and Referral Services

Purpose of Information and
Referral Services?
Purpose of Information and
Referral Services
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The primary purpose of Information and
Referral services is to link people with
needed services by
Identifying their needs,
 Finding the most appropriate services to meet their
needs, and
 Linking them to the most appropriate service
providers
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Purpose of CAPS?
Purpose of CAPS
Link people to needed services
Within places they naturally gather
 In their own language
 By people who share their culture
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Circles of Care
Long Term Care System
for Older Adults
Fremont, Newark
and Union City
Support Agencies/
Business in
Community
The
Older
Adult
Friends
Social, Leisure,
Volunteer &
Cultural Services
Spiritual
Services
Transportation
Services
Family &
Goals of an Information
and Referral System
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Understand people’s situation
Give them the resources
Prioritize and Plan
Identify and Understand community resources
When necessary, advocate
Follow-up
Upon completion of this
training, you will know…
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The functions of an information and referral
service
The many services available to seniors,
including federal, state and local programs
Importance of Confidentiality
Limitations of a Community Ambassador
Issues related to the Aging Process
Upon completion of this
training, you will be able to…
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Effectively communicate with people
Accurately identify people’s problems and needs
Locate needed services and resources
Help people make good choices when
accessing services
Follow-up with people
Maintain records
Upon completion of this training,
you should…
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Be aware of your own biases that may impact your
client
Understand that people have different perceptions
from yours and be supportive of those differences
Be nonjudgmental
Show respect for differences
Be flexible and open
Be willing to seek out supervision and learn
As a Community
Ambassador, Do Not . . .
As a Community
Ambassador, Do Not . . .
Give medical advice
 Give medication advice, including the use of
herbal remedies
 Give psychological counseling
 State you are social worker, counselor, case
manager or other licensed professional
 Give legal advice
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As a Community
Ambassador, Do Not . . .
Insult or demean
 Refuse service on basis of race, class,
religion, etc.
 Accept payments or favors
 Violate confidentiality
 Violate other professional ethnics
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Community Ambassadors Are Not
Case Managers: Differ in
Goals
 Knowledge and Ability
 Level of Supervision
 Primary Tasks
 Skills to Complete Tasks
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What to Do When You
Don’t Know What to Do…
Talk to your Site Coordinator
 Talk to the CAPS Coordinator
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 Call
the Senior Helpline at
510-574-2041
ETHICS
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Professional ethics are designed to protect
the dignity and rights of people who are
being served. They define a set of
practices that Community Ambassadors
are expected to follow
Ethics
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Community Ambassadors will ensure
that the confidentiality of people they
serve is preserved. This includes:
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The identity of the person,
The person’s request for services,
The information provided to them, and
The avoidance of any non-essential discussion
or gossip concerning the older adult and his/her
family.
Exceptions to Confidentiality
When release of information is required by
law
 Presence or risk of serious harm to the
person or another person
 The person has given explicit and written
permission
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Client Rights
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To be empowered
Anonymous/confidential access to information
Assistance
To be treated with respect and sensitivity
Self-determination
Accurate & comprehensive information
Support in obtaining services
What’s wrong with this case?
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Recently one of our case managers referred a client to a
mental health agency that provides therapy. The client
refused the referral, stating that she did not want to
participate. Seeing that the case manager was puzzled
by her refusal the client stated her refusal was because
she had a friend who received psychotherapy from that
mental health agency in the past. Her friend’s husband
was not aware that her wife had sought psychotherapy.
At a social gathering, a staff member of the mental
health agency saw the client, approached her and asked
her about her progress. Her husband overheard the
conversation. Her friend was very embarrassed and
upset about the conversation as it created a lot of friction
and was possibly the reason that the couple decided to
divorce.