Provision of Information & Referral Services 650-50-20

(Revised 5/15/2012 ML #3328)

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When calls are received on the Aging and Disability Resource-LINK, I & R staff will:

1. Answer the phone with “Aging and Disability Resource-LINK, how may I help you?”
2. Establish rapport with the caller and use active listening skills to discern the presenting problem.
3. Ask the caller how they learned about the Aging & Disability Resource-LINK and document the response in the SAMS Call Log as outlined in the manual.
4. Respond to each caller in a professional, non-judgmental manner.
5. Listen sensitively to what the caller is saying, while also being attuned to what the caller does not say.
6. Assess the caller’s problems and needs by asking relevant questions to obtain information necessary for an accurate referral.
7. Not assume the responsibility of diagnosing the caller’s problem, but will listen intuitively.
8. Reflect back to the caller their understanding of the concerns the caller has verbalized.
9. Remain patient during calls, speak slowly and clearly, and be prepared to repeat the information as often as needed to insure the caller obtains the correct information.