Accessing an online senior health and resource eligibility system
Abstract
With the myriad program services that exist for seniors, it can be difficult to fully understand what is available and to access these services when they are needed. Offering seniors resources in a convenient format benefits providers and recipients. Senior Health and Resource Eligibility System (SHARES) gives seniors a quick and easy way to contact services online. Through partnerships with community stakeholders, caregivers and seniors can have point-and-click access to programs and services that might otherwise be provided with more costly agency interventions. Mike Seaburn of the Northeast Florida Area Agency on Aging submitted this effective practice in June 2003.Issue
Both local and state governments face huge challenges in providing senior populations access to public, agency, professional and family caregivers, and community services that allow seniors to remain independent. The complex maze of constantly changing program and service eligibility rules challenge even the most knowledgeable senior service providers. Fragmentation within senior service agencies further results in duplication of services, unnecessary waiting lists, and caregiver and volunteer burnout.Action
The Northeast Florida Area Agency on Aging, suggests offering seniors a convenient format to access provider services. Following are some ways they do this successfully:
- The online Senior Health and Resource Eligibility System (SHARES) at www.elderhelpline.org enables seniors to search for available services, screen for eligibility, and find information.
- Resources are in the areas of housing, healthcare facilities, home-based services, transportation, food, adult day care, recreation and leisure, insurance, abuse and neglect, and employment.
- The website highlights a family caregiver support program that offers information, assistance, counseling, respite, and supplemental services to family caregivers.
- Also available is a consumer resource reference book and problem-solver for addressing everyday questions about programs for elders.
- Another portion of the website is devoted to recent news that affects seniors or senior resources in some way.
- A simple online form allows agencies to add services to the help line directory. Incentives include increased exposure, real- time messaging, case management tools, and business profile.
- In addition to the site, Elder Help line offers a statewide toll-free telephone information and referral assistance service that links callers to local resources, and is a starting point for anyone seeking information about aging issues, looking for an aging services provider, or wanting to volunteer. Information and referral specialists not only answer general inquiries but direct callers to the appropriate source to address their needs.
Context
Due mostly to volunteer efforts, www.elderhelpline.org was launched early in 2003 and allows users to search for services — not just buildings or programs — expanding on the idea of the telephone assistance line. The site is constantly updated with new information and resources.
Business and community leaders interested in affecting improvements in client choice, independence, and community-well being provide financial support.
The Area Agency on Aging for Northeast Florida is one of 11 Area Agencies on Aging in Florida. They are a private nonprofit corporation that contracts with the State of Florida Department of Elder Affairs to administer federal and state programs for seniors and their caregivers in a 7-county planning and service area (PSA).
The SHARES sister site at www.floridasenior.com further addresses senior and caregiver needs and supplies over one million resources specifically targeting the needs of seniors and caregivers.
Outcome
Most visitors to the site are able to find the information they need within minutes. Those who do require additional assistance make a request or by calling in, and the customized agency features further aid intake and referral staff in assisting the client. Included in this process are some unique reporting and maintenance capabilities that allow agency users to document, measure, and monitor client outcomes. Weekly, monthly, and daily reports track types of service matches, caller and web user requests as well as the times, dates, and service outcomes. This further helps agencies in future planning by identifying service and user trends as well as unmet needs.
SHARES is currently (2004) used by caseworkers, discharge planners, councils, and aging and Area Agencies on Aging to better assist seniors in locating and procuring services. One long-range goal is to partner with other state units on aging across the nation to replicate and expand these services to reach seniors and caregivers at local, regional, and national levels.
Evidence
As of 2004, this service reaches approximately 3.3 million seniors and caregivers statewide. The site receives 2 million hits per year, and an additional tenfold increase is expected during 2005.Posted On
August 25, 2003For More Information