Purpose of Information and Referral Services?

Purpose of Information and Referral Services

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

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

Tra

nsp

ort

atio

nS

ervi

ces

Physic

al &

Men

tal

Health

Servi

ces

Support Agencies/Business inCommunity Hom

e &

Comm

unity

Support

Programs

Sp

iritual

Services

Legal &

Financial

Services

Social, Leisure, Volunteer &

Cultural Services

Local

Businesses

Family &

The OlderAdult

Friends

Circles of Care Long Term Care System for Older Adults Fremont, Newark and Union City

Goals of an Information and Referral System 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… 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… 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… 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

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

Community Ambassadors Are Not Case Managers: Differ in Goals Knowledge and Ability Level of Supervision Primary Tasks Skills to Complete Tasks

What to Do When You Don’t Know What to Do…

Talk to your Site Coordinator Talk to the CAPS Coordinator

Call the Senior Helpline at

510-574-2041

ETHICS

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 Community Ambassadors will ensure

that the confidentiality of people they serve is preserved. This includes:

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

Client Rights

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? 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.