Advocacy Services 650-50-70

(Revised 5/15/2012 ML #3328)

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At times staff may need to provide advocacy services for callers. Providing advocacy services means a Resource-LINK staff will take an active role in assisting the caller with obtaining services. Staff may need to make phone calls, write letters, or speak to other agencies or programs on behalf of callers. Situations where advocacy may be required include but are not limited to:

1. Callers who may lack assertiveness in pressing for needed services.
2. Callers who may lack awareness or knowledge of their rights.
3. Callers who may lack knowledge of, or who are confused about, existing services and application processes.
4. Callers who may have a difficult time communicating their needs or concerns.
5. Callers who may find it difficult to ask for help, who perceive asking for help as a weakness or dependency.
6. Callers who may experience language difficulties in dealing with agencies or programs.
7. Agencies that may have rigid or confusing screening processes or policies.
8. Agencies that may have financial limitations.
9. Agencies that callers identify as not being respectful or helpful.
10. When advocating for callers, I & R staff must obtain verbal permission from the caller to release information. If the caller does not approve the release of information, staff may still complete advocacy attempts, but will proceed in a “generic” manner without providing identifying information about the caller.
11. If I & R staff have questions or concerns regarding the provision of advocacy services, they will consult the Aging and Disability Resource-LINK Program Administrator to develop a plan for appropriate advocacy services.