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1k. Approval of Senior Linkage Line Contract with Carver County1 CITY CF \-3 CHANHASSEN 690 COULTER DRIVE * P.O. BOX 147 * CHANHASSEN, MINNESOTA 55317 (612) 937 -1900 * FAX (612) 937 -5739 MEMORANDUM TO: Don Ashworth, City Manager FROM: Sharmin Al -Jaff, Planner II DATE: December 11, 1995 SUBJ: 1996 Agreement Renewal of Senior Linkage Line `,Ctsnn G: €f w^ inistrator Endo. -, �_l -d to ColrlmissiOn to �Wuncji Z- lI_c�s In 1989, the City of Chanhassen conducted a Senior Needs Assessment Study. One of the needs identified in the study was information and referral ' :services for the community. On June 1, 1993, Carver County Senior Linkage, Line formally started operation out of Chanhassen. The Senior Linkage Line is an information and referral, operation, organized by Senior Resources and authorized by the Minnesota Area Agency on Aging. The Senior Linkage Line Network is a network of sites offering information and referral services for seniors in the west metro area. The Senior Linkage Line provides services county wide only rather than individual cities. The following agreement, which is the same as the original agreement reached on May 25, 1994, will appear before the Carver County Board of Commissioners in January 1996, for consideration. i Senior Linkage Line provides the following: * Installation * Trainin months at no cost to the city. ' The City will provide the following: * Local Promotion of the program through city newsletter, local paper, flyers, etc. ** A computer to install the information on, which is part of the Senior Center. ** Telephone equipment, which is part of &i'genior Center. * StaffNolunteer Time. The city committed to staffing the phone from 9:00 a.m. to 12:00 noon on Monday through Friday by using volunteers through the Senior Center. ** Office space, which is available in the Senior Center. 1 1 Don Ashworth r December 11, 1995 Page 2 ** Note: All these facilities and equipment are dual purpose and are otherwise available to support Senior Center functions. The County will provide the following: * Salary for Carver County Senior Linkage Line Site Coordinator. * Pay installation and monthly phone bill for a Toll Free 1 -800 number. * Reimbursement for mileage, 30 miles round trip per week at $0.25 per mile. * Pay postage for mailing to each senior in Carver County. * Provide volunteers and staff coverage of Senior Linkage Line phones from 12:00 - 4:00 p.m. five days per week. * Participate in county wide publicity for the Senior Linkage Line. The program has been operating since June 1, 1993. It is a successful example of a joint project that required cooperation between the city, county, and the state. As shown in the enclosed attachments, Chanhassen is the foremost user of the program. There is one minor issue with the program that can be labeled as a technicality rather than a problem. The county agreed to reimburse the city for items outlined under County Commitments. This means that bills would have to be paid out of a city -fund before it gets reimbursed for the amount. The problem occurs in that funds are being disbursed from the Park and Recreation account to pay these costs. While they will be reimbursed by Carver County, public accounting practices do not allow these funds to be re- deposited back into this account. Rather, the reimbursement must be put into the City's general fund. Thus, without some correction, the Park and Recreation account will be runnin a technical deficit. Attached you will find a copy of the agreement between the city, county, and Senior Linkage Line/Senior Resources that will be used to continue the program. The Senior Commission finds this program extremely valuable and beneficial to the senior population and supports the continuation of this program. Staff is seeking City Council approval to enter into the agreement on behalf of the city. RECOMMENDATION Staff recommends that the City Council direct staff to enter into an agreement with Carver County and Senior Linkage Line /Senior Services to operate the Senior Linkage Line. This agreement will be contingent upon Carver County Board of Commissioners' approval of the agreement. The agreement shall commence on January 1, 1996 through December 31, 1996. y 0� U c• .r W a � o O U co U co ca a t � o o d 1 O < .- I co M S O O O r- O M r- C 1 ,2 4 M N O) z tn 00 00 < a GX 9N M 00 < a, V7 a\ N N N N N N rY ti<z�� Qwu9N M to Z 0 > 91 N '-• 00 O U E-' 9` ° N Wn N 00 Q � C7 �t O� to N N It O M Q � O U GO o to o � o E Q c 3 O � O o '� U U .`c U o U i w x z o z > 3 3 o c 0 1 H U a � w � O U H c. U U a o w O a a e a M N O O O O N 00 try O �—, z 9\ N et N Q� CL W 9N N N r-+ M G4 W Gq rn tiQZ9 00 N QW u9N 0 UH 9N M v�wa9N M ° N N < �D C7 ON M �t M � c� U O O cz O N O pq C7 G O O �- cu c� U U U O U W x Z z > SENIOR LINKAGE LINE NETWORK/SENIOR RESOURCES ' MEMORANDUM OF UNDERSTANDING This memorandum contains understandings between County of Carver and City of Chanhassen (Provider) and Senior Resources, an organization authorized by the Metropolitan Council Program on Aging to develop and coordinate the Senior Linkage Line Network, a network of sites offering ' information and referral Services concerning services for seniors in the West Metro area. This agreement begins on : dnd terminates on i Now, therefore, Senior Resources and the Provider agree as follows: 1. SERVICES TO BE PROVIDED A. The Provider will operate the Senior Linkage Line (SLL) site as a telephone ' information and referral service for older adults, their family members, service providers and others needing service information. B. The Provider will utilize the computerized resource file provided by United Way of Minneapolis Area's First Call For Help under the terms of the agreement between Senior Resources and United Way. ' C. The Provider will utilize additional resource information concerning services specific to the Provider's SLL area. I D. The Provider will answer calls and give referrals to all appropriate services in the area and the county, providing follow -up calls as needed by the caller. ' 2. OPERATIONS OF THE SLL SITE A. The Provider will operate the SLL site at Chanhassen Sr. Citizen Center serving Carver County. B. The Provider will staff and operate the SLL site from 9:00 a.m. to 4:00 p.m. Monday through Friday. The Provider may, but is not obligated to, operate on holidays observed by the Provider's agency or organization. C. The Provider will provide resources for ongoing operation of its SLL site. These resources include but are not limited to the provision of appropriate space, a computer, phone and phone line, office supplies, staff and /or volunteers to answer the ' SLL line, and supervision of the site. D. The Provider will follow the National Standards for providing information and referral services. A copy of the standards is attached. Attachment I 1 1 3. 4. 5. C1 RESOURCE INFORMATION A. The Provider will use the resource file from the United Way of Minneapolis Area's First Call for Help (FCFH). This file will be updated periodically by FCFH. Training will be provided in its use by Senior Resources and FCFH staff at the time of start-up of the SLL site and as needed thereafter. B. The Provider will not, under any circumstances, transfer the resource file from the SLL site to any other part of its organization or to any other organization. Doing so would be grounds for immediate termination of this agreement and revocation of the resource file from the agency. The resource file is the property of the United Way of the Minneapolis Area's First Call for Help and is to be used only for the Senior Linkage Line program, unless another usage is authorized directly by the United Way. This file is trade secret information under Minnesota Statutes 13.37. C. The Provider will gain a comprehensive understanding of area programs and services which may not be included in the FCFH resource file and will be responsible for informing FCFH of these services as well as additions or changes in those services. REPORTING AND MONITORING A. The Provider will use tracking tools, data collection, and reporting formats as designated by Senior Resources and will provide a report to Senior Resources by the fifth of each month for the preceding month. B. Senior Resources will monitor the program periodically with informal and formal site visits, providing technical assistance, consultation, and advocacy as needed or requested by the Provider. C. Senior Resources will hold periodic meetings of staff from SLL sites to exchange ' ideas and address concerns related to the program. PROMOTION A. The Provider will assist in implementing the SLL promotion plan designated by Senior Resources. Additional promotion for individual sites will be welcome if it promotes the overall Senior Linkage Line network and is approved by Senior Resources prior to implementation. B. In its local promotion efforts, the Provider will acknowledge the collaborative effort of area service providers in the development and support of the SLL site in its local promotion efforts. NETWORK DEVELOPMENT A. The Provider will facilitate community planning and network development among the i service providers and other interested organizations in its service area for the purpose of enhancing the provision of information and referral services in the entire area. 7. APPLICABLE LAWS A. The Provider shall comply with all applicable laws and regulations including, but not limited to the following: 1. Section 504 of the Rehabilitation Act of 1973. This act states in part that, "... all recipients of federal funds, whether in" the form of a grant or a contract, review, and if necessary modify, their programs and activities so that discrimination based on handicap is eliminated." 2. Civil Rights Act of 1964. This act states in part that ". . . programs receiving federal funds must provide services, facilities and benefits on a non- discriminatory basis for use by older people regardless of race, color, sex, religion, disability or national origin." 3. Affirmative Action. The provider shall comply with federal, state and local affirmative action and equal employment opportunity principles. B. In addition, the Provider shall not discriminate against any employee, client or organization on the basis of creed, marital status, status with regard to public assistance, age, ancestry, political affiliation or affectional or sexual preference. TERMS OF THE AGREEMENT A. If the Provider fails to fulfill in a timely and proper manner obligations under this agreement, Senior Resources has the right to terminate the agreement by giving written notice to the provider of such termination and specifying the effective date thereof. ' B. Either party may terminate this agreement by providing written notice to the other party thirty days before the date of termination. ' C. If the agreement is terminated, it is the responsibility of the Provider to return the resource file to the United Way of Minneapolis,/First Call for Help immediately. D. Memorandum of Understanding between County of Carver and City of Chanhassen is attached. Attachment II Senior Resource Provider ' 2021 East Hennepin Ave., Suite 130 Minr*eenolis, MN 55413 BY By: ' Its` �- Its: Date: ' Date: Attachment I National Standards for Information & Referral STA -NDARD 1: CLASSIFICATION' SYSTEM The I &R sen•ice shall use a classification system based on standard service terminology to facilitate retrieval of service information, to increase the reliability of planning data, to make comparison and -valuation processes consistent and reliable, and to facilitate national comparisons of data. Criteria: 1. The I &R service shall move toward the use of nationally accepted standard service definitions. 2. New 1 &R services shall adopt an existing national classification system, such as United Way of America Services Identification System (UWASIS 11), or a modification thereof, or the Loss Angeles Info -Line Taxonomy, rather than devise a new classification system. 3. I &R services may develop variations in the classification system to adapt it to the community's size, nature, and organizational needs to make the system more specific. These adaptations shall not change the basic structure of the classification system or the related service definitions. I.FUNCTIONS OF THE I &R SERVICE Functions that shall be performed by the I &Rervice. STANDARD 2: RESOURCE FILE The I &R services shall develop, maintain, and use an accurate, up -to -date resource file that contains information on available community resources and that produces detailed data on service providers in the area. Procedures for checking accuracy of referral sources shall be developed to avoid liability. Criteria: 1. A profile shall be developed on each organization and agency that shall include (but not be limited to): • Legal name, common name, or acronym • Address • Telephone number ' H�'t =: 1'' '?= L' � � c = 5tf ai �_�F• F'E�_•r rl_�F,'CE`_: • Hours and days of operation • Services provided ' EligibiLty requirements and intake proce- dures • Area served • Branch offices ' Known barriers to accessibility (e.g.. not located on a bus route) and restrictions on facility use • Auspices • Fee structure • Name and title of intake worker(s) 2- The profile also may include: • Documents required by the organization for ' application (such as birth certificates) • Cost of service (the phrase `sliding scale - may be sufficient) ' • Length of time on the organization's waiting list • Name of the person (intake worker) who will assist the client • Name of the organization's administrator • identification of local or national organizes- ' tions with which an agency may be affili- ated but whose title or acronym does not indicate this affiliation S. The I&R service shall publish criteria for the inclusion or exclusion of agencies and programs in the resource file. These criteria shall be ' uniformly applied. 4. The resource file shall contain an alphabetical list of all public. private. and voluntary organiza- Lons included in the system (including all related acronyms or abbreviations) and shall include a reference to the more detailed information con- ' tained in each organization's profile. S. The resource files shall contain a service- ' category or problem - category file with exxtmstve cross- references. 6. Agencies shall be indexed in the resource file ' by geographic or political subdivisions. 7. The resource file shall include a continuing 1 procedure for responding to interim information changes. ' S. The resource file shall be totaby updated, at least annually. either by surveys or on-site visits to organizations listed in the file. P. �-' 9. A procedure shall be in place to determine accuracy of referral source listings to avoid Lability. STANDARD 3: IN9UIRER DATA COLLECTION The I&R service shall establish and use a system of collecting and organizing inquirer data for appropriate referral and to identify gaps in service. Criteria: i. The inquirer data collection and reporting methods shall facilitate the analyses needed to support: • The human - service needs of inquirers • Management information needs • Community needs assessment • Community planning 2. The data collected shall provide enough information on inquirers' needs to identify: • Gaps in services • Insufficient resources • Level of sen:ces requested • Trends of unmet needs • Socioeconomic and demographic data • Profiles of the inquirers served 3. The data collection method shall provide enough information about the inquirers to resolve their problems. 4. Appropriate security precautions shall protect and keep confidential the data collection forms and all inquirer information. (Precautions shall conform to statutes in place within the commu- nity.) The public shall see only aggregate data. 5. Inquirers have the right to withhold informa- tion not directly relevant to resolution of their problems. 6. Data collection forms shall gather at least the following information: • Family name. address. telephone number • Name of indtvidual for whom services are sought if other than caller • Problems presented by inquirer and problems as assessed by trained stiff or volunteer • Service needed — organizations to which inquimr was referrr.-d h­ ; ;y ':�.J LN ,f. t-LIA1 Kt�l,�UKl,t� • Nature of request (i.e.. information or referral; • Method of contact with MR. service (letter. telephone, walk -in) • Referrai source to I&R service (newspaper. TV, friend. etc.) • follow -up results, including whether client received services • Source of income STANDARD 4: DATA ANALYSIS AND REPORTING The I&R service shall establish and use a system- atic method of collecting and organizing data that provides support for community planning activi- ties and advocacy. This support shall consist of statistics, data analysis. and relevant documenta- tion on service use, client characteristics. unmet needs. gaps. and duplications in services. Criteria- 1. The I&R service shall be responsive to specific requests for data to support community planning functions and advocacy. 2.. The I&R service shall be responsible for compiling timely data for community planning needs and advocacy as outlined under the data collection section. 3. The I&R service shall offer its analyses and assistance to relevant decision makers in the assessment and planning of human - service delivery and advocacy. STANDARD ti: TRAINING The I&R service shall provide training available to paid and volunteer staff. Criteria: 1. The i&R ser Ice shall provide training for staff and volunteers. 2. During orientation it shall inform the staff and volunteers of the role, purposes. and function of the 1&R service: the role of the governing body: and the administrative structure and policies of the service. 3. Training for the I&R specialists shall include: • Prescrvice training in interviewing tech- niques and attitudes: listening skills: communications: proper telephone usage: assessment techniques: inform.'rtion- giving and referral procedures: follow -up: data P. recording: maintenance of records: orga,ru- zation of the c(assification system: use of resource fi'ss: and techniques for handling calls from lonely, suicidal, despondent. or angry inquirers. • On-the-job training which requires a sequential program of increasing levels of responsibilities in handling inquiries (beginning with observation and ending with full responsibility for handling inquir- ers). • In- service training focusing on refining and updating stair's information and referral skills. Topics shall include in -house operating procedures. areas of interest in the human - service field. community services. personal skill development, assistance in maintaining objective atti- tudes toward the inquirer's needs, and use of services. 4. An I&R service shall arrange for regular professional consultation for the entire staff when the service's supervisory staff does not have the necessary expertise. STANDARD 8: PROMOTION The I&R service shall help establish and maintain a planned program of activities to increase community awareness of I&R services and their objectives. Criteria: 1. I&R services shall implement publicity plans only after evaluating available resources for handling the resulting volume. 2. The i&R service shall use various methods to publicize information and referral. including: • Personal contact • Speaking engagement • Public - service announcements or listings • Radio • Paid advertisements • Television • Feature articles • Ntws stories • interviews • Newsletters • Telephone directories (multiple listings in blue pages or in white pages under 'Infor- mation and Referral and appropriate yellow -page listings) 7 r.U. • Displays • printed materials such as brochures. posters, telephone stickers. and business ' cards. 3. The I&R service operating as part of a larger organization shall coordinate its publicity and ' public- relations activities with those of its sponsor. ' 4. I&R services shall publicize their services to special -need groups in the community, such as foreign language groups or the visually impaired. ' S. The I&R service shall encourage other com- munity sm -vices to promote and use I&R resources. ' e. MR services shall use all publicity techniques as frequently and regularly as resources permit. ' 7. 'The administrator of each I&R service shall evaluate the effectfveneas of its promotions. S. Staff (paid and volunteer) shall improve public relations by communicating regularly with community - service providers. government offi- ' vials. and planning bodies in various community activities. STANDARD 7: ACCESS TO SERVICE Each MR service shall continually try to help all persons reach the information and referral ' services they need as easily as possible. Criteria: 1. The I&R service shall coordinate its service delivery with other I&R services, community agencies, and similar organizations to avoid duplication and to encourage service integration. 2. It shall cooperate with other I&R services to publicize information and referral availability through a variety of media. 3. It shall provide to the client, at little or no cost. immediate, direct client access to the I&R specialist. 4. Groups and individuals that have special needs shall have barrier -free access to an appro- priate I&R service. 5. An I&R service that focuses on special groups shall refer inquirers to a generic I&R service or another specialized I&R service when appropriate. 6. The I&R service shall. upon request, act as a resource and offer consultation to organizations on available community resources. 7. The I&R service may make information on community - resource systems available to public and private organizations through contracts or other working arrangements. This information may be supplied through consultation. training. workshops, seminars. telecommunications. directories, data banks. or bulletins. f'. 1 8 1111a 1 r'J �1 •�.". JLI I1'�1♦ 1 \L��1�'vL�. STANDARD 8: MFORMATION GrVING The I&R service shall provide information about human services to inquirers. This information can range from a limited response (such as an organization's name, telephone number. and address) to detailed data about community service systems (such as explaining how a group intake system works for a particular agency). agency policies, and procedures for application. Criteria: 1. Inquirers shall be gtven accurate and perti- nent information. 2. The I&R service shall encourage the inquirers to call back if the information proves incorrect. Inappropriate. or tnsufcient to link them with the needed services. r.1 II. CLIENT SERVICE DELIVERY FUNCTIONS Functions essential for providing information and referral, including brief individual assessment of need and a blend , of information, referral, and advocate support, in order to link the person to the appropriate service. STANDARD 9: REFERRAL GnMVG The I&R service shall provide referral services for inquirers. These consist of assessing the needs of the inquirer. evaluating appropriate resources. , Indicating organizations capable of meeting those needs, helping callers for whom services are unavailable by locating alternative resources. and , actively participating In linking the inquires to needed services. Criteria: , 1. Trained staff' (paid or volunteer) shall make an assessment of the inquirer's needs. 2. The staff shall assist the inquirer in identify- ing the appropriate organizations that provide the necessary services. iJ Hr'tt 1'� ' :+_: �:f i • ::� �•tl'11 Vh' fit�����K��t_ S. Where appropriate. it shall make direct contact for the inquirer with other agency stag through three -way calling, notification of the inquirer's forthcoming contact, or scheduling of appointments. 4. It shall refer to an advocacy organization or negotiate on behalf of the inquirers to assist them in obtaining a needed service when they cannot effectively represent then selves or when they have a complaint about a service. STANDARD M. FOLLOW-UP 1&R services shall follow up referral rases to dctermine the outcomes. Additional assistance in locating or using services may be necessary. Criteria: 1. Follow -up shall be carried out in referral cases. 2. Follow -up shall consist of contacting the organizations to which a referral has been made, and /or contacting the inquirer to find out if the service is being provided and if the inquirer is satisfied with the I&R service. 3. This follow -up information shall help correct resource file information that may be incorrect. 4. If service has not been provided, the I&R service shall document the follow -up results so that it can intervene and use the information in making future referrals. STANDARD 11: ADVOCACY ON Mic I&R service shall offer advocacy on behalf of an individual or a group of individuals when F. a needed services are not being adequately provided by an organization within the community's service delivery system. Criteria- 1. Advocacy shall consist of actions taken within organizational limits to obtain needed services for an individual or group of individuals when needed services are not being adequately provided by an organization of the community's established service - delivery system. 2. Advocacy/intervention be taken on behalf of: INDJMUAUS)— Intervention on behalf of an individual to assist in establishing eligibility for and in obtaining a needed service when individuals cannot represent themselves effectively. individual advocacy efforts seek to meet individual needs without attempting to change social institutions. GROUP(S)— Intervention on behalf of a group of individuals (including organiza- tions and service providers) to obtain a change in the availability of delivery of essential human services. Such advocacy may include the collection, analysis, and dissemination of data on human- service needs. 3. All individual and program advocacy efforts shall include the involvement of the individuals and organizations concerned and shall be consis- tent with the policies established by the governing body. 10 111. ORGANIZATIONAL STRUCTURE Structure under which an I &R service must operate. STANDARD 12: AUSPICES The auspices under which the I&R service oper- ates shall ensure the achievement of I&R goals. Criteria: The I&R services that are functions of incorpo- rated non -profit organizations shall have the following characteristics and responsibilities. 1. The constitution and bylaws of non -profit corporations shall include but not be limited to: • A statement of the governing body's re- sponsibility for the formulation and imple- mentation of general policy • A definition of goals. purposes. and objec- tfvcs • A definition of the scope and area of service • Qualifications for membership in the governing body • Procedures for selecting members of the governing body • Terms of oMce for members of the govern- ft - ig body • Voting procedures for members • Guidelines for determining the frequency of meetings • Designation of lines of authority and communications • Methods for amending the corporation's constitution and bylaws • A statement of the responsibilities and duties of the corporation's administrator and service staff • A statement of compliance with the Civil Ruts Act of 1964 and with all other federal, state. and local laws that safeguard civil rights • Appropriate standing committees • A statement of asset disbursement in case of corporate liquidation 2. 'Ihe governing body of a non -profit corpora- tion shall have certain characteristics and respon- sibilities. 11 12 r 1k 3. The advisory co. Attee of the incorporated non -profit service shall have certain characteris- tics and responsibilities. CHARACI'ERIS'IZCS —The membership of such an advisory committee shall: • Be broadly representative of the geographic area and shall include representatives of constituent groups within the service area. as well as professionals. business, labor. government, education, volunteer, civic groups, and health- and social -service consumers: and • Serve without pay and accrue no financial benefit as a result of membership on the advisory committee. However. members may be reimbursed for out -of- pocket costs incurred. RFSPONSIBIIITMS —The advisory committee shall: • Advise and assist the governing body in formulating policies and practices: • Advise and assist the governing body in coordinating services and cooperating with other I&R providers: • Advise and assist I&R staff in formulating and impl6menting goals and standards: • Promote the I&R system among community organizations: • Assist in procuring financial and technical assistance for the service: • Develop the necessary committee structure to accomplish its goals: and • Assume other duties as delegated by the gig body- !&R .services that are functions of federnL stale, or local government shall have the JbUoluing characteristics and responsibilities. 4. The advisory committee of a service that is a function of a federal. state. local government, or intergovernmental organization shall have certain characteristics and responsibilities. CHARACTERISTICS —The membership of such an advisory committee shall: • Be broadly representative of the geographic area and shat include representatives of constituent groups within the service area. as well as professionals, business. labor. government, education. volunteer. civic groups, and human - service consumers: and Cfi.A.RAC1EMS1'ICS —'Ihe membt ip of the ' governing body shall: • Be broadly representative of the geographic area and shall include representatives of ' constituent groups within the service area - as ccell as professionals. business. labor. goverlunent. educaticn, finance:, volunteer. civic groups. and health- and social- service ' consumers: and • Serve without pay and accrue no financial benefit as a result of membership in the ' governing body. However, members may be reirribured for out -of- pocket costs Incurred. ' RESPONSMnIrMS —The govenling body shall: • Formulate policies to ensure coordination among 1&.R providers: • Provide for an annual evaluation of 1&R ,activities:. • Promote the I&R system throughout the community, • Assist in procuring financial and technical assistance for the service: ' • Be responsible for contracts. for adopting and operating an annual budget. for maintaining financial records, and for ' providing an annual audit by an indepen- dent certified public accountant. • Adhere to "Standards of Accounting and ' Reporting for Voluntary Health :und Welfare Organizations': • Employ an administrator and give that person the authority to manage the daily affairs of the service. according to estab- lished personnel and corporate policies and practices: • Encourage oche: service agencies, groups. and systems to help provide adequate I&R services: • Meet at least nuarterly as a general body: • Maintain minutes of all official proceedings that any interested party can inspect: • Be responsible for establishing and imple- menting appropriate publicity, public reLztio. 9. and marketing: • Determine, with staff. the range of indi- vidual and program intervention appmpri- ate for persons seeking help from the service; and ' • Prepare, vnth the staff, an ongoing program to use I&R e;+cperierim to support commu- nity planning, ,unding. coordinating. and ' delivering health and social services. 12 r 1k 3. The advisory co. Attee of the incorporated non -profit service shall have certain characteris- tics and responsibilities. CHARACI'ERIS'IZCS —The membership of such an advisory committee shall: • Be broadly representative of the geographic area and shall include representatives of constituent groups within the service area. as well as professionals. business, labor. government, education, volunteer, civic groups, and health- and social -service consumers: and • Serve without pay and accrue no financial benefit as a result of membership on the advisory committee. However. members may be reimbursed for out -of- pocket costs incurred. RFSPONSIBIIITMS —The advisory committee shall: • Advise and assist the governing body in formulating policies and practices: • Advise and assist the governing body in coordinating services and cooperating with other I&R providers: • Advise and assist I&R staff in formulating and impl6menting goals and standards: • Promote the I&R system among community organizations: • Assist in procuring financial and technical assistance for the service: • Develop the necessary committee structure to accomplish its goals: and • Assume other duties as delegated by the gig body- !&R .services that are functions of federnL stale, or local government shall have the JbUoluing characteristics and responsibilities. 4. The advisory committee of a service that is a function of a federal. state. local government, or intergovernmental organization shall have certain characteristics and responsibilities. CHARACTERISTICS —The membership of such an advisory committee shall: • Be broadly representative of the geographic area and shat include representatives of constituent groups within the service area. as well as professionals, business. labor. government, education. volunteer. civic groups, and human - service consumers: and • Serve without pay and acc, ue no financial benefit as a result of membership on the advisory committee. However. members may be reimbursed for out -of- pocket costs Incurred. RESPONSIBUZITES• —'The advisory committee shall: • Advise and assist the governing bodies in formulating policies and practices: and • Assume other duties as delegated by the governing may. STANDARD 19: STAFF' I&R service staff shall be compc=L ethical. qualified, and sufficient in number to implement service policies. Criter;s: Tne I&R administrator and service staff shall have certain responsibilities. dunes, and qualifications. 1. Adminlstrattve responsibilities include the following: SERVICE ADMINISTRATION • Formulating annual service goals. objec- tives. and workplans: • Determining the numb of full-time, part- time. and volunteer staff necessary to meet the standards and criteria: to implement the policies of the governing body. and to carry out the duties of the I&R staff: • Ensuring that all corporate policies are implemented and maintained: • Preparing the annual budget based on an assessment of the current and projected needs of the service and the information and referral needs of the community. • Providing the governing body with the information necessary for service evalua- tion: • Ensuring that f &R service delivery complies with :accepted standards: • Overseeing office space and facilities. including the phone systems and answer- ing service: • Encouraging participation in local. state. and national professional organizations: • Developing and maintaining a rrcord- keeping and reporting system which adequately tracks client contact while complying with standards of confldcntial- ity; and • Assisting in __ curing adequate financing for the service. STAFF SUPERVISION • Selecting the staff, describing staff duties. and implementing personnel policies as established by the governing body. • Providing for continuing staff orientation and training: • Supervising I&R staff in formulating workplans, organizing and assigning tasks implementing programs. and monitoring output: • Providing for quality staff supervision and annual personnel evaluations: • Providing insurance protection for the service staff; and • Contracting for necessary technical assis- tance and temporary staff. VOLUNTEER RELATIONS • Designing and administering a program for volunteer management. including recruit- ment. screening, supervision, training, recognition, evaluation. and development: and • Staffing volunteer I&R committees. COMMUNTIY RELATIONS • Establishing and administering ongoing public education programs on I&R avail- ability and value to the community. • Providing service - generated statistical data for Clitseminari upon request: and • Participating in professional org and conferences directly related to informa- tion and reterr.'. I&R PROGRAM DEVELOPMENT • Establishing and maintaining a cooperative relationship with organizations providing essential human services: • Overseeing the implementation of these standards: • Establishing contracts with other programs to purchase WR services and data. • Providing leadership and resources for cooperative worst with other I&R providers: • Overseeing the publication of directories or other materials: • Formulating, administering. and participat- ing in resource data collectiom storage and 13 retrieval systems. service identification systems, and client data systems: and • Participating in regional planning and ' service coordination for information and referral. ' 2. Service staff responsibilities shall consist of • Maintaining an up -to -date resource file: • Providing adequate information and referral to all inquirers while respecting their confidentiality; • Following up on all referral inquiries and on other inquiries as needed: ' • Intervening when necessary to make needed services accessible to all persons: • Collecting data on inquirers and maintain- ' ing confidential, accurate, and up -to -date records: and • Contributing ideas and communicating ' new information to colleagues, 3. -Administrative qualifications shall reflect optimum standards of.performance in carrying ' out policies. supervisory responsibilities, and delegated duties. These duties and their perfor- mance standards shall consist of: ' • Working with the governing body or advi- sory committee to operate within pre- scribed guidelines, to communicate effec- t tively (orally and in writing). and to relate professionally to the governing body or advisory committee; • Employing the staff, which requires the ability to understand I&R service needs. the ability to hire capable service person- nel, and the ability to clarify job roles and ' lines of communication: • Training and supervising the staff by providing competent staff supervision. ' necessary consultation services. and an appropriate training program: and • operating the service on a sound basis, ' which requires: — Establishing rapport and working rela- tionships with other I&R services within ' the system and with the staff of other community organizations: — Developing and working within a budget: — Developing a clear and concise annual ' summary statement of the activities and scope of the service: — Developing and using necessary record- ' keeping and reporting systems that shall be evaluated annually; r.lc — Maintaining an accurate resource file of organizations and services: and — Having enough technical expertise to handle automation of service. 4. Service staff qualifications shall ensure that the staff is competent to support the policies and procedures of the service and meet relevant performance standards. Their duties and perfor- mance standards consist of the following: • Providing adequate information and referral to all inquirers, which requires: - 41esponding to each inquirer in a non- judgmental mariner, -- Communicating effectively within the service and with other organizations serving the community: -- Interviewing inquirers and accurately assessing their problems to provide appropriate referral: —Using the resource file effectively; — Keeping inquirer information confiden- tial: --- Ova existing communication barriers (i.e., hearing impaired, foreign- language speakers): and — Accurately recording and tabulating statistical data for the reporting system used by the I&R service: • Following up inquiries by persisting in getting needed services for an inquirer. STANDARD 14: VOLUNTEERS The I&R service shall involve volunteers to en- hance the program's service delivery. Criteria: 1. The I&R service shall consider volunteers as unpaid staff members. 2. The I&R service shall screen volunteers and select those capable of performing essential duties. 3. It shall provide volunteers with written job descriptions outlining needed skills, duties to be performed, and lines of supervision and commu- nication. 4. The 1&R service shall designate a coordinator of volunteers. a. ,A Hr r, 17 JI • a0 LL1114T; RLJVIJRwL.3 5. The I&R service shall provide orientation and refresher training when necessary to stimulate and increase volunteer skills. 6. The 1&R service shall supervise volunteers to ensure proper performance of their assignments. r , . 1Z proper f nancial records. draw up an annual budget. project fixture needs. explore and encour- age financial development and support for con- tinuance of the program, and participate in saving resources to avoid duplication and to cut costs. ' ?. The I&R service shall evaluate volunteers STANDARD 16: FACIUTMS Igo services shall provide facilities which allow regularly and maintain appropriate records of them to operate adequately. their services. 8. The I&R service shall try to reimburse volun- teers for out -of- pocket expenses when resources are available_ Criteria: 1. The 1&R service shall provide enough space to ensure confidential interviewing. 8. The 1&R service shall provide appropriate Insurance protection. 10. The 1&R service shall recognize volunteers for their support. time, and effort- STANDARD 13: FINANCING Financing shall be sufficient to pmvtde adequate service and maintain these standards and criteria. criteria: 1. The I&R service shall operate on a sound financial basis according to acceptable accounting practices. 2. The serLvice shall adhere to Standards of Accounting and Reporting for Volunmry Health and Welfare Organizations. 3. The administrator. with the support of the board and advisory committee, shall maintain 2. The I&R service shall equip Its offices with a telephone system that incorporates the most recent cost - efficient and effective technological developments. 3. The I&R service shall equip its offices with sufficient desks, tables, chairs, supplies, and locking filing cabinets. 4. The IR.R service shall use offices free of architectural barriers to the physically handi- capped and the elderly. _ S. If the I&R service is designed to serve walk - ins, the office shall be accessible by public trans- portation, have available parking, and be near the population the program is designed to serve. 6. The I&R service. if not available on a 24 -hour basis, shall provide for an answering system when staff is not present to provide callers with the number and office hours of an organization that will provide service in an emergency. iK r. 1=4 IV. COOPERATIVE RELATIONSHIPS Responsibility of the I &R service to the I &R system. n n STAND.AJW 17: COOPERATIVE PROGRAM DEVELOPMENT Where an I&R service is a part of an lBrR system. It shall continually develop I&R service programs related to community needs. e.dsting resources. and acthtties of other WR services. GSriterix 1. Each I&R service shall identify community I&R needs. 2. It shall maintain currant information on other I&R services and their activities. 3. It shall develop priorities for i&R program development 4. The I&R service shall participate in e:dsting cooperative 1&R efforts. 5. It shall serve as a catalyst for new cooperative service arrangements. S. It shall participate and assist in the decision - making process on 1&R issues. S'T'ANDARD 18: COOPERATIVE DECISION MAHING Where an I&R service is a part of an I&R system. it shall encourage and participate in cooperative planning. implementation of policies, and sus- tained development of funding sources. Criteria: Methods to promote cooperation shall include, but not be limited to, the following: 1. The I&R service shall identify policy dectsionmakers (formal and informal) and all possible sources of funding (actual and potential). 2. It shall formulate collective policy recommen- dations and implementation strategies. 3. It shall develop strategies to ensure and encourage current. continued, and future sources of funds. 1 17 4. The I&R service shall establish and maintain relationships with polkymakers and finders. 3. It shall communicate policy recommendations to appropriate audiences. 6. it shall participate in community planning efforts. using relevant referral data. STANDARD 18: COOPERATIVE FUNCTIONIAL Where an I&R service is a part of an I&R system. It shall establish and maintain formal and infor- mal cooperative arrangements with other I&R services to minimize duplication and improve service delivery. Criteria: Arras of cooperation shall include, but not be limited to, the following: 1. Classific..rion System • Each I&R service shall use a classification system based on standardized service terminology and each I&R system shall adopt and use a single classification sLStem. 2. Resource File • Each I&R service shall cooperate in main- taining comprehensive, accurate, and up- to- date information on available commu- nity health- and social- service resources. • Each 1&R service shall appropriately divide information - gathering tasks and oversee the regular and systematic exchange of resource file information. 3. inquirer Data Collection • Each I&R service shall cooperate to identify changing community needs and to respond to them in a timely and appropriate fashion. • This cooperation shall be regular and frequent to ensure immediate response to suddenly changing community needs (e.g.. special outreach efforts to the recently unemployed, victims of natural disasters. etc.). 4. Data Analysis and Reporting for Planting • Eacli MR service shall cooperate to deter- mine service gaps, duplications. and other inadequacies in available health and social - resource services. h' . _) • All I&R services shall share the systematic collection and comprehensive analysis of data, and'shall provide the results to community planning bodies and polirymakem. 5. Training • Each I&R service shall cooperate to provide training and consultation for both I&R pen sonnel (paid and volunteer) and the personnel of other related public and voluntary agencies. • All I&R services shall cooperate in semi- nars and training activities. and exchange current information on I&R services. 6. Public Relations and Marketing • All I&R services shall coordinate their publicity. public Ti ations. and marketing to intensify general awareness of informa- tion and referral. • This coordination shall emphasize the availability, quality, and need for commu- nity I&R services. 7. Access to Service • The I&R service shall cooperate to make information and referral available to everyone in the community. • It shall encourage cooperative service arrangements such as after -hours coverage and linked telephone systems. • It shall explore innovative methods of delivering comprehensive I&R services. STANDARD 20: COOPERATIVE ADMIINIIST ATIVE PROCEDURES Where an I&R service is a part of an I&R system. It shall use appropriate administrative procedures to implement cooperative arrangements. Criteria: Procedures may include, but are not limited to. the following: 1. I&R services may use cooperative funding such as subcontracting, subscriptions, or fees for service arrangements. 2. They may share facilities and equipment. 3. They may share staff (paid and volunteer). 4. I&R services may share accounting, legal. purchasing, and management assistance. 18 r.;r_. GLOSSARY 1 Access to Service: All methods used to make information and referral available to potential Inquirers and accessible to specialized popula- tions such as the elderly and the physically handicapped. Accesdble: Without physical, cultural. financial. or psychological barriers to service. Adequate Provision of Services: The perfor- mance by the service in meeting the needs of all inquirers consistent with the National Standards for Information and Referral. Advocacy/intervention Qndividual): Interven- tion in behalf of individuals to assist in establish- ing eligibility for (and in obtaining) a needed service when individuals cannot represent them- selves effectively. Individual advocacy efforts seek to meet individual needs without attempting to change social inSLtutions- Advoea,cy/Interve ration (Group): Intervention in behalf of a group of individuals (including organ! - zatiorLS and service providers) to obtain a change in the availability or delivery of essential human services. Area of Service: The primary geographic area within the I&R system. Assessment: The process of identifying, analyz- ing, and priorit ng an inquirer's needs. Bona Fide Agency: A legally constituted public or private organization rendering health and social services. C lassifica tion System: A system to categorize available human services in a standard manner to simplify retrieval of service information, to in- crease reliability of planning data. to make evaluation pros &ses consistent. and to facilitate national comparisons of data. Data Collection: A systematic process of record- ing and maintaining essential information. E.eaential Human Services: Those services that help inquirers meet basic needs of food, shelter. and physical and mental health. Evaluation (Protram): A systematic prods of reviewing servict= provided by an agency in 19 S . 1 , relation to its objccttves and stan..�rds in order to improve overall operation of the I&R system. Evaluation (Star: A systematic process of reviewing the worst of individual staff members of the Information and Referral Service In accor- dance with their job descriptions to provide feedback on the individuals' performances and to maintain a high level of quality in service delivery. Applicable to paid and volunteer staff. Follow -Up: A process of contacting the inquirers and the organizations to which they were referred to determine the outcome of the referral. Addi- tional assistance to the inquirer in locating or using needed services may be a part of the follow - up. Information and Referral: An organization or part of an organization whose primary function is to link people in need with the appropriate service designed to eliminate or alleviate that need. Information Giving: The process (carried out by a paid or volunteer staff pemon) of providing basic and detailed information to the inquirer. Information and Referral Specialist: A paid or volunteer staff person adequately trained and proficient in the direct provision of information. referral. and follow -up in service inquiries. Information and Referral spstcat: The struc- ture and process linking people in need with the appropriate resources within an area. The I&R system involves relationships among national. statewide. regional. local. specialized. and generic I&R services. These relationships are chamcter- ized by a high degree of integration. collaboration. and cooperation among I&R services. Inquirer: Any person or organization seeking assistance from the system. Intervention: A special service provided for clients when the agencies that indicate they provide the services fail to provide them. Also known as advocacy. Referral Giving: The process of assessing Inquirer needs and suggesting appropriate resources. Active participation in lirildrrg the inquires with needed services may include the paid or volunteer stafrs scheduling of appoint- ments, three -way calling. or negotiating for the Inquirer. Resource File: An organized. cross- indexed file of information on services and programs in the area covered by the system. Service: The 1&R program. Staff: All personnel. paid and volunteer. needed to support and carry out the intent of listed standards and criteria. Volunteer. An unpaid individual providing service or advice. 20 Attachment II COUNTY OF CARVER AND CITY OF CHANHASSEN MEMORANDUM OF UNDERSTANDING This memorandum contains understandings between County of Carver and City of Chanhassen in the operation of the Senior Linkage Line, an information and referral services for seniors in Carver County. This agreement begins January 1, 199 and terminates December 31, 199, Now, therefore, the County of Carver and the City of Chanhassen agree as follows: L COUNTY RESPONSIBILITIES City of Chanhassen will provide space, equipment, volunteers and staff oversight for successful operation of the program. See Attachment II for detail. 1. The County will reimburse the city an amount not to exceed $10,462.00. 2. The County will provide the City of Chanhassen with Title V participant(s) to be utilized for 25 -30 hours per week to staff the Senior Linkage Line. 3. The County will recruit and refer potential volunteers to the City of Chanhassen to be utilized to staff the remaining 5 -10 hours per week plus cover for any time the Title V participants are on vacation, sick or not available to work. II. CITY RESPONSIBILITIES 1. To operate the Senior Linkage Line. (See Attachment II for detail). 2. To provide space and equipment for the Senior Linkage Line. 3. To hire and supervise a Senior Linkage Line Coordinator. 4. To select, train and supervise the volunteers. 5. To train and supervise the Title V recipients. III. REPORTING AND MONITORING n 1 The City will provide to County copies of reports to Senior Resources. TERMS OF AGREEMENT Either party may terminate this agreement by providing written notice to the other party 30 days before,date of termination. 0 Date In d o o °c by iOn" b� a b r oz 2A 0 a o z ^' M o S S O O N C O r y o- � b o' °a o r y 0 =°� X CD -� did � 0 a o A y` T pr 0 C)a a� w f'1 • as � � � � O� V N cn '� N �t ►+ � ►7 Q7 i1 y K 46 S S �p • "C7 O O D r.+ W � O C � (9 ~ ► 0 v Attachment II -B In regards to the proposed Senior Answer Line for Carver County, the City of Chanhassen agrees to provide the following equipment and help in order to be a part of the Senior Linkage Line Program. Computer Equipment We already have a computer in the Senior Center. Supplies: For the Chanhassen site, we can provide paper, pens, desk, copies, wastebasket and file space. Telephone Equipment We have a phone already installed, and the city will pay the cost of the Chanhassen service. Promotion We can provide local advertising through the Chanhassen Villager, flyers, City newsletter, etc. However, Carver County will need to provide additional county-wide promotion. Staff/Volunteer Time We would be able to commit to someone manning the Chanhassen site phone from 9:00 a.m. until 12:00 noon on Monday through Friday; however, from 12:00 noon until 4:00 p.m., we would expect the county to provide volunteers. City of Chanhassen will contract with County of Carver to employ Coordinator of program and provide staff oversight.