Orientation Serving Mecklenburg County

Welcome Orientation to CRC …an innovative network that will help you better connect with and serve consumers July 2011

CRC Mission & Vision Mission: To be a consumer-centered network providing easy access to aging and disability information and services in Mecklenburg County. Vision: Service access without confusion for all consumers.

CRC “Core” Partners & Contacts Denise Bordeman, CRC Coordinator, DR&R, (704) Gayla Woody, Centralina Area Agency on Aging, (704) Debora Sparks, Council on Aging, (704) Julia Sain, Disability Rights & Resources, (704) Laura Wasson, Mecklenburg Department of Social Services, Services for Adults, (704)

What Is the CRC? Older Americans Act Integrated points of entry to long-term supports and services for people with disabilities of all ages and income levels. Community-wide systems of services that reduce consumer confusion, build trust, enhance individual choice and promote informed decision-making. Comprehensive information about long-term-care options, as well as home and community-based services to delay or prevent institutionalization.

What Is the CRC? Consumer focus empowers the individual to make informed choices Beyond Information & Referral Promotes Provider Partnerships Medicaid: Unprecedented collaboration between aging and disability networks leverages strengths, enhances outreach, extends knowledge & access to resources, recognizes differences and identifies gaps Technology will streamline information gathering, transfer and documentation leading to better service delivery and quality Emphasizes appropriate service and support setting

Why Change Is Needed 10% of the population has one disability; 8.7% have two or more disabilities 20% has a mental health issue In Mecklenburg, 250,000 (18% of the population) will be 60+ by 2030; those 85+ will triple 9.7% of seniors are at or below poverty level Costs of health care continue to rise Long-term care monthly costs average $6,000

What Is the CRC? – Process Components Information and Referral Public Education, Awareness & Outreach AssistanceScreeningAccess

How Does the CRC Help the Consumer? Easy access Multiple access points (“no wrong door”)** Seamless process – one contact by consumer Decision-making support for consumer Increased awareness of service options Opportunity for case management Improved quality of service More effective crisis intervention Long-term care planning assistance

How Does the CRC Help the Service Provider? Promotes and improves relationships among providers Extends reach of services to more clients and a more diverse clientele Creates in-person and virtual opportunities to share “best practices” Increases visibility in the community Better outreach for services Increases credibility in the community

The CRC Is NOT… a separate physical location, a change to existing service eligibility criteria, or a change or replacement of services.

Getting Involved with the CRC… Who can participate and how? Providers of many kinds Levels of involvement – Affiliate – Business Associate Memoranda of Understanding (MOUs)

How does the CRC work? Referral Process Person-Centered Follow-up Evaluation/Customer Satisfaction

Referral Process Am I an agency that provides all CRC services? Do I provide information and assistance? Do I provide options counseling? Do I conduct assessments? Do I provide follow-up?

If Your Answer Is “Yes” Determine customer needs and desires Develop a person-centered plan of action Explain the CRC and discuss confidentiality Complete the Referral Tool Checklist: mail, fax, Contact the customer to determine if needs were met Determine next steps

If Some Answers Were “No” Handle the immediate request Explain the CRC, discuss confidentiality, and get permission to refer Complete page 1 of the Referral Tool Refer to a CRC Partner Follow up to ensure needs are met

Referral Tool & Just 1 Call The CRC Referral Tool is located at Under “partner login” A complete listing on Mecklenburg County Services can be found at

Person-Centered Follow-up Keep the consumer (or his/her caregiver) updated on progress of requests As deliverables occur, ensure it/they meet(s) expectations When “complete,” contact consumer to confirm that initial request satisfied and determine any additional needs Enlist consumer’s willingness to provide satisfaction feedback to A&D CRC and/or State

Evaluation/Customer Satisfaction Contact consumer (or consumer’s representative) Inquire as to adequacy of product or service delivered Ask if s/he has any recommendations to improve the process, service, product or experience Ask if there is any further information or assistance needed at this time

Memorandum of Understanding Details Requirements of Commitment Level Attend Monthly Meetings Follow Policies and Procedures Obtain and Refresh required Trainings Ensure Agency Profile and Contacts are Current Maintain Professional Standards and Confidentiality Submit Appropriate Reports

A&D CRC Structure Governance Committee (Consumers, Providers, Core Partners) Grant Administration Group (“Core Partners”) Members/Partners Ad-hoc groups

We’re Still Evolving This is a Process “in progress” The Network is Expanding Increased Understanding of Partner Capabilities = A Stronger Network = Enhanced Consumer Service Quality = Cost-Effective Resource Allocation

Please Join Us Thanks for your interest Attend today’s meeting to learn more Take MOUs back for review Consider whether your agency belongs in the network and is willing to commit Contact Denise Bordeman or “Core Team” members with questions See you next month!