1. APPRISE Telecenter Program Training Fall 2007

2. Goals of this Session Gain a better understanding of the: Telecenter Program Procedures Equipment and Operating Duties Counseling Model Print Materials, Problem Detection, Reporting and other issues Training Requirments and Needs

3. Program Overview Mission and Focus Sponsoring Organizations Role of the PDA Role of CMS Role of Area Agencies on Aging Role of Contractors

4. Program Overview Staff State Director Regional Coordinator Responsible for Telecenter Regional Coordinators Local Telecenter Coordinators Counselors Staff Volunteer

5. Equipment and Technical Support Office Layout Computers Importance of Essential Programs Phone Systems Set up and function Features 3-way calling Language line

6. Operating Duties Standard Duties for Local Telecenter Coordinators Updates and Alerts Schedules Equipment Publications Closing Standard Duties for Counselors Updates and Alerts Schedules Equipment Counseling

7. Counseling Model… Getting to the Heart of the Problem Develop Relationship and Trust Define and Clarify the Problem Provide Information and Guidance Explore and Discuss Referrals End the Call

8. Counseling Model Develop Relationship and Trust Customer Service Call Greetings Tone of Voice and Empathy Positive Message Jargon Objectivity Golden Rule: Treat each caller as you would want to be Treated!

9. Counseling Model Define and Clarify the Problem Address Callers problem Follow up with a question to the caller asking why this is a problem to them Help caller to identify and clarify other problems or the real problem they may have Identify all potential problems Tip Use Reflective Listening Skills

10. Counseling Model Provide Information and Guidance Counsel Empower Provide Information Judge Callers ability to utilize assistance

11. Counseling Model Explore and Discuss Referrals Explain need and use of referrals Explain referral process Explain what to say Clarify expectations Confirm names, numbers and other information Judge caller ability to follow through Follow up with caller or directly assist

12. Counseling Model End the Call Closing

13. Referrals and Call Backs Referring to local programs Referring to other Agencies or Assistance Programs Contacting or Collaborating with other Agencies Call Backs Dissatisfied Consumer

14. Print Materials, Publications and Mailings Print Materials Approved List Developing and Distributing Materials Ordering more materials Approved Sources

15. Problem Detection Technical and Equipment Staffing Urgent Issues, Current Events and Situational Matters Reporting New issues to PDA Key information Outside agency collaboration Reporting

16. Data Collection and Reporting Required Information Collecting Information Submitting Reports

17. Training Orientation Basic Three-day New Counselor Long-Term Care Equipment Operation Skill Areas Customer Service Counseling Ongoing Training

18. Conclusion The Telecenters are critical in providing health insurance counseling services to Pennsylvanias Medicare and senior population. It is the Telecenter Coordinators and Volunteer Counselors who extend the scope and reach of these vital services beyond the walls of a local Area Agency on Aging to a statewide system.