2. Krista Boston, Director Consumer Assistance Programs Minnesota’s Governing by Network Strategy Minnesota Board on Aging ADRC Annual Meeting – 10/2/2008

3. Our Real challenges…

4. Context: Our mission and values in developing the Minnesota ADRC… Simplify the message. Ensure a high quality set of services that is efficient and effective and: –Responsive –High level of customer service –Secure Increase access and awareness of our services. Be the neutral place for information. Don’t duplicate what is already out there…Build on what exists, enhance it and fill gaps but connect.

5. The Strategy… Build a comprehensive system Measure system quality for relevancy Sustain through low or NO cost

6. But…there are so many different kinds of people…

7. And they have lots of different preferences… …by age group GenerationsUnique Characteristics GI Generation (1901-1924)Successful, confident, great sacrifice Silent Generation (1922- 1945) Respect for Authority, Conformers – Discipline Baby Boom (1946 – 1964)Optimism, Involvement Generation X (1965 – 1980)Skepticism, Fun, Informality Generation Y or MillennialsRealism, Extreme fun, confidence and social

8. Source: Strategic Directions Group, Inc.

10. Our biggest problem…

11. It’s a problem we can overcome… Be creative. Build on our strengths Opportunities. Ask the people we serve…

12. The New Shape of the Public Sector by Stephen Goldsmith and William D. Eggers www.governingbynetwork.com www.governingbynetwork.com The New Face of Management in Government We heard about…

13. Eureka! Build A Network!

14. But…why a network? Builds on our strengths Recognizes our weakness Allows for local ownership Less costly to implement – we hope

15. First Thing: Give them right information. The “right” information depends on the Consumer… GenerationsGeneralized Information preferences GI Generation (1901-1924)Need in person assistance. Tend to need to be social Silent Generation (1922-1945)I want to see the book on this. I want to read about it first then I want to pick up the phone and talk to someone. Baby Boom (1946 – 1964)I want to know the topic and know the questions to ask. I’ll talk to someone if needed – the internet is ok as long as someone is there to talk to on the phone. Generation X (1965 – 1980)I want the internet. I’ll do my own research thank you. Generation Y or MillennialsI want my computer and my mobile phone and I want them connected. I want to chat or text with you if needed.

16. Second Thing: At the Right Time… GenerationsTiming Related to Planning for the future GI Generation (1901-1924)Help them and their children build a plan of care to stay in their homes as long as possible. Help them understand their options. Help them with financing options such as reverse mortgages. Silent Generation (1922-1945)Help them understand their Medicare benefits and use them as effectively as possible including accessing preventative benefits/screenings and health promotion. Train them to get on the computer - Senior Surf Days. Baby Boom (1946 – 1964)Prepare them for going on Medicare at age 65 or earlier due to a disability. Help them with care giving for their aging parents and raise their awareness about the need for better financing of their long term care needs and saving for the future. Interactive web tools through www.MinnesotaHelp.info. Help them stay employed, find volunteer options.www.MinnesotaHelp.info Generation X (1965 – 1980)Interactive tools that focus on “Planning for My Future”. Raise awareness of the need to plan now. Employment options, health insurance. Generation Y or Millennials (1981- 2000) Implementing SMS (Short Message Service) with Artificial Intelligence. They want to text! They want to surf. Help them find employment and contribute.

17. Third Thing: Find out Where the right place is… Places people routinely go to get info Critical decision making points Intervention points

18. Lastly…Build it.

19. Components of the Network …Our channels of distribution of “expertise”

20. Network Component 1: Telephone assistance

21. Network Component 1: Telephone assistance Senior LinkAge Line ® 1-800-333-2433 State Health Insurance and Assistance Program (SHIP) Medicare counseling Prescription drug expense assistance Long-term care insurance Forms assistance Caregiver planning, support, and training Long-term support and referrals to county Long-term Care Consultants- We encourage networking between the SLL and county staff

22. Network Component1: Telephone Assistance Disability Linkage Line® 1-866-333-2466 Disability Benefits Accessibility/Modifications Assistive Technology PCA Services Transition Services Accessible Housing Employment Awareness/Rights

23. Network Component1: Telephone Assistance Veterans Linkage Line™ 1-866-333-2466 Veterans Benefits Assistance Reintegration challenges and referrals Reintegration with family life Household finance management Assistance with mental health and stress disorders Understanding, maintaining and transferring among benefits Substance abuse referrals Housing and homelessness Job seeking and employment counseling Understanding education or retraining benefits and options

24. Network Component 2: In-person, Face to Face Assistance Provided in highly visible critical pathways to long-term care Staff have the tools – specifically the Long-term Care Choices Tool and referral protocols and pilots are going where all have the Revation and Resource House products May provide co-located space for long-term care consultation and/or linkage line staff or volunteers to provide in person benefits counseling or face to face assessment through the county; Are able to track outcomes for clients and provide follow up; Have materials and signage available to designate their participation as a MinnesotaHelp Network™ site ;

25. Network Component 2: In person, Face to Face Assistance Examples of where this is provided Jordan New Life Church Waseca Clinic – Mayo Health System HC Brooklyn Service Center Whitney Senior Center

26. Network Component 3: Community Outreach and Access Thru Print Have a community connection to the elderly and persons with disabilities in their communities; Agree to maintain a kiosk of materials at their location; Agree to remain current regarding the availability of network resources; Agree to identify people that could benefit from assistance and refer people to the Linkage Lines or web tools Are not required to have on site staffing or volunteers available to help people; Access Points are always considered outreach sites, but there are many Outreach Sites that are not Access Points.

27. Network Component 3: Print, At Outreach Sites-Examples of sites & materials

28. Network Component 4: The Web

29. Our Network Technology Architecture that Connects the 4 Components

30. Our Resource Database – the Foundation

31. Interactive Tools - Long-term Care Choices Navigator http://longtermcarechoices.minnesotahelp.info/ Figure out what you need Find local resources Create a customized plan Award Winning

32. Interactive “power user” tools

33. Revation Linklive™ – Take a Phone call through desktop, call transfer, chat with FTP or look at the Desktop – all secure

34. Web Chat, Click to Call, Real-Time FTP & Web Visitor Desktop Sharing Minnesota Citizen View

35. Viewing Hunt Group Chat/Mail -- Integration with MS Outlook Or Thunderbird --Allows for Call Monitoring And Review --Seamless For Specialist

36. Advanced Forms

37. Document Collaboration - eFolder Shared Sensitive Data Complex Research Events Vendor Contracts Partner Document Portal Audit Trail Revision History Shared Sensitive Data Complex Research Events Vendor Contracts Partner Document Portal Audit Trail Revision History

38. Quality Assurance Reporting & Customer Service Level

39. Northlight Inc.’s Resource House Referral - Statewide Client Tracking System used by all Lines

41. What does this mean for the consumer???

42. Next….Video Conference. SMS Infrastructure. Expansion to other partners and desktop sharing.

43. To close…networking is a definite consideration for sustainability… Pros –Low Cost, No Cost –Orgs will have to have ownership –Marketing of Linkage Lines –New Relationships with Providers Cons –This is very hard to sell because its outside the paradigm –Organizations think ADRC means $$$ –Branding could be affected by negative service delivery –Control over quality