Provision of Information & Referral Services 650-50-20

(Revised 10/17/2018 ML #3540)

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

1. Answer the phone by identifying self and division.
2. Establish rapport with the consumer and use active listening skills to discern the presenting problem.
3. Ask the consumer how they learned about the Aging & Disability Resource-LINK and document the response in the call log as outlined in the manual.
4. Respond to each consumer in a professional, non-judgmental manner.
5. Listen sensitively to what the consumer is saying, while also being attuned to what the consumer does not say.
6. Assess the consumer’s problems and needs by asking relevant questions to obtain information necessary for an accurate referral.
7. Not assume the responsibility of diagnosing the consumer’s problem but will listen intuitively.
8. Reflect back to the consumer their understanding of the concerns the consumer 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 consumer obtains the correct information.
10. Transfer consumer to appropriate entity if attempting to make a report of abuse.