1a. Approve Senior Linkage Line Contract Renewal1
� I
I MEMORANDUM
TO:
' FROM:
CITY OF IA.,
CHANHASSEN
690 COULTER DRIVE • P.O. BOX 147 • CHANHASSEN, MINNESOTA 55317
(612) 937 -1900 • FAX (612) 937 -5739
Don Ashworth, City Manager
Sharmin Al -Jaff, Planner II
Action b±- City R smlr►ffoZ
' DATE: December 7, 1994
SUBJ: 1995 Agreement Renewal of Senior Linkage Line
In 1989, the City f Chanhassen conducted a Se* Needs Assessment Study. One of the needs
tY Y
identified in the study was information and referral, services for the community.
s On June 1, 1993, Carver County Senior Linkage, Line formally started operation out of
Chanhassen. The Senior Linkage Line is an I n f orA tion and referral operation, organized by
Senior Resources and authorized by the Mmriesota Arm 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 Linkag" ne provides ; ervices county wide only rather than
' individual cities.
The following agreement, which is • same as the original agreement reached on May 25, 1994,
' will appear before the Carver {:bunty Board of Commistioners on December 20, 1994, for
approval., ,
' Senior Linkage Line proved � � �
R .
' Installation W- he program which will be updated every two montl s at zro'.cost to the city.
X12`
Training of volunteers on 4,be syg, ,,
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 the Senior Center.
' * Staff/Volunteer 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.
LJ
Don Ashworth
December 7, 1994
Page 2
** Office space, which is available in the Senior Center.
** 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. Due to the positive experience and
the success of the program, the Minnesota Chore Corps requested a partnership with Senior
Linkage Line. Chore Corps is a State of Minnesota demonstration project, designed to maximize
the independence of older people by providing community services to elderly persons in their
home. An example of these include but are not limited to, maintenance and cleaning.
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 senior
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
senior account will be running 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
1
Don Ashworth
December 7, 1994
Page 3
agreement will be contingent upon Carver County Board of Commissioners' approval of the
agreement. The agreement shall commence on January 1, 1995 through December 31, 1995. ,
u
n
7
WHO IS OUR CUSTOMER?
Profile by Location - Carver County Cities
A
U
G
19
3
S
E
P
'9
3
O
C
T
'9
3
N
O
V
1 9
3
D
E
C
1 9
3
J
A
N
1 9
4
F
E
B
1 9
4
M
A
R
1 9
4
A
P
R
1 9
4
M
A
Y
1 9
4
J
U
N
1 9
4
J
U
L
1 9
4
A
U
G
19
4
S
E
P
'9
4
O
C
T
'9
4
N
O
V
'9
4
T
O
T
A
L
S
Carver
0
Chanhassen
4
10
10
7
7
8
9
11
27
10
14
11
9
14
20
11
182
Chaska
3
2
1
1
4
3
1
2
4
9
4
5
6
5
2
52
Cologne
1
1
2
East Union
0
Hamburg
0
Mayer
2
2
New Germany
0
Norwood
1
1
2
Victoria
1
1
1
1
1
1
2
1
1
1
11
Waconia
1
2
2
3
4
4
2
1
1
20
Watertown
1
1
1
2
1
2
1
9
Young America
0
CALL AND REQUESTS FOR SENIOR LINKAGE LINE
FROM JUNE 1993 TILL OCTOBER 1994
80
SENIOR LINKAGE LINE PROGRESS
40
93 CALLS
93 REQUEST;
94 CALLS
94 REQUESTS
20
0
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
i
1993
1993
1994
1994
CALLS
REQUESTS
CALLS
REQUESTS
JAN
22
28
FEB
22
24
MAR
20
27
APR
39
.40
MAY
33
34
JUN
17
19
44
51
JUL
17
23
28
29
AUG
16
19
56
64
SEP
26
28
36
38
OCT
21
28
40
42
NOV
17
17
DEC
10
10
80
SENIOR LINKAGE LINE PROGRESS
40
93 CALLS
93 REQUEST;
94 CALLS
94 REQUESTS
20
0
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
i
I
I 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 Jan. 1, 1995. and terminates on Dec. 31, 1995
' Now, therefore, Senior Resources and the Provider agree as follows:
I. SERVICES TO BE PROVIDED
i 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
U
L
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.
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
3.
4.
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.
5
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
d
C. Senior Resources will hold periodic meetings of staff from SLL sites to exchange
ideas and address concerns related to the program. 1
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.
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6. NETWORK DEVELOPMENT I
A. The Provider will facilitate community planning and network development among the
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
MinrWanolis, MN 55413
Its: -
Its:
0
Date:
Datc*,,"
Date: -
Attachment I
National Standards for Information & Referral
STANDARD 1: CLASSIFICATION SYSTEM
The I &R service 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 evaluation 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 I &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
F
S. A procedure shall be in place to determine
accuracy of referral source listings to avoid
liability.
STANDARD 3: I Nt UUMR 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:
1. 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 inquimrs' needs to identify:
• Gaps in services
• Insufficient resources
• Level of services 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 individual for whom services are
sought if other than caller
• Problems presented by inquirer and
problems as assessed by trained staff or
volunteer
• Service needed— organizations to which
inquirer was referred
HF't -' 1'? �+_ � �- c•Etli!:!F,' FE_r �t �F'CE'=
• Hours and days of operation
'
• Services provided
• Eligibility requirements and intake proce-
dures
'
Arta 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 tune 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 organiza-
tions with which an agency may be af l.i-
'
aced Uut whose title or acronym does not
indicate this a>$ilation
3. 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-
Loris 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 c cristve
'
cross - references.
S. Agencies shall be indexed in the resource file
by geographic or political subdivisions.
'
7. The resource file shall include a continuing
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.
F
S. A procedure shall be in place to determine
accuracy of referral source listings to avoid
liability.
STANDARD 3: I Nt UUMR 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:
1. 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 inquimrs' needs to identify:
• Gaps in services
• Insufficient resources
• Level of services 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 individual for whom services are
sought if other than caller
• Problems presented by inquirer and
problems as assessed by trained staff or
volunteer
• Service needed— organizations to which
inquirer was referred
F. 1'a •�ij Ili'��: '�tl''11VF' Kt= �VI_IF'l,t�•
• Nature of request (i.e•• information or
referrals
• Method of contact with I&R service (letter.
telephone, walk -in)
• Referral 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
RgpORTING
The I&R service shall establish and use a system-
atic method of collecting and organizirng 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 3: TRADUNG
The I&R service shall provide training available to
paid and volunteer staff.
Criteria:
1. The I&R service 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 I&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:
• preservice training in interviewing tech-
niques and attitudes: listening skills:
comruunications: proper telephone usage:
assessment techniques: information- giving
and referral procedures: follow -up: data
P. T.
recording: maintenance of records: organi-
Zation of the classification system: use of
resource firs: 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 inquirees
(beginning with observation and ending
with full responsibility for handling inquir-
ers).
• in- service training focusing on refining and
updating staff'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 S: 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
• News stories
• Interviews
• Newsletters
• Telephone directories (multiple listings in
blue pages or in white pages under - Infor-
mation and Referral and appropriate
yellow -page llsttngs)
7
0
I�
1
r.r
6. I&R services shall use all publicity techniques
'
as frequently and regularly as resources permit.
. 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.
to
4. I&R services shall publicize their services
special -need groups in the community, such as
'
foreign language groups or the visually impaired.
5. The I&R service shall encourage other com-
munity services to promote and use I&R
'
resources.
6. I&R services shall use all publicity techniques
'
as frequently and regularly as resources permit.
7. The administrator of each MR service shall
'
evaluate the effecttvenrs of its promotions.
S. Staff (paid and volunteer) shall improve public
relations by communicating regularly with
community- service providers, government oih-
'
eials, and planning bodies in various community
activities.
'
STANDARD 7: ACCESS TO SERVICE
Each I&R 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 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 1&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 MR service when appropriate.
8. 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.
1,
��7
u
STANDARD 8: INFORMATION GrMG
The 1&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 given accurate and perti-
nent information.
2. The I&R service shall encourage the inquirers
to call back if the information proves incorrect.
inappropriate, or Insufficient to link them with the
needed services.
9
11. 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: Rg71MAL GIVMG
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 alterative resources. and
actively participating in linking the inquirer 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.
I �
Hr h 1 ~ 7_ ;Dtru VP� r.'te.VL1r."_tt.
'
3. Where appropriate. it shall make direct
contact for the inquirer with other agency staff
'
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 ootaining a needed service when they cannot
'
effectively represent thc.nselves or when they
have a complaint about a service.
3TANDA= 10: FOLLOW-UP
'
I&R services shall follow up referral cases to
determine the outcomes. Additional assistance in
1
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.
anti /or contacting the inquirer to find out if the
service is being provided and if the inquirer is
'
satisfied with the 1&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
The I&R service shall offer advocacy on behalf of
an individual or a group of individuals when
P.
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:
1NDMDuAI,4s — Intervention on behalf of
an individual to assist in establishing
e4bility 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
III. ORGANIZATIONAL
STRUCTURE
Structure under which an ! &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-
sporLsibility for the formulation and imple-
mentation of general policy
• A definition of goals. purposes. and objec-
ttves
• A deAnition of the scope and area of service
• Qualifications for membership in the
governing body
• Procedures for selecting members of the
governing body
• Terms of office for members of the govem-
ing 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
Rights Act of 1964 and with all other
federal. state. and local laws that safeguard
evil rights
• Appropriate standing committees
• A statement of asset disbursement in case
of corporate liquidation
2. The governing body of a non -profit corpora-
tion shall have certain characteristics and respon-
sibilities.
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CjLAy CMRjSncS --The 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 wt11 as professionals. business. labor.
government. 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 reimbursed for out -of- pocket costs
incurred.
RESPONSIBUrIES --The governing body shall:
• Formulate policies to ensure coordination
among I&R providers:
• Provide for an annual evaluation of I&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 and 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 other service agencies. groups.
and systems to help provide adequate I&R
services:
• Meet at least quarterly as a general body:
• Maintain minutes of all official proceedings
that any interested parry can inspect:
• Be responsible for establishing and imple-
menting appropriate publicity. public
reLatioas. and marketing:
• Determine, with staff. the range of indi-
vidual and program intervention appropri-
ate for persons seeking help from the
service: and
• Prepare, with the stab: an ongoing program
to use I&R experience to support commu-
nity planning. ,unding. coordinating. and
delivering health and social services.
3. The advisory co, ittee of the incorporated
non -profit service shall have certain characteris-
tics and responsibilities.
CHARACTERISTICS —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.
RFSPONSIBIIIIM.S —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 implgmenting 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-
I&R ' thus are,functions offeder L
state, or local gonernment shall h®e the
folloruing chw=terisdcs and responsibUitics.
4. The advisory committee of a savice that is a
function of a federal. state. local government, or
intergovernmental organization shall have certain
characteristics and responsibilities.
CHARACTERISTICS —'hse 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.
governmenL education. volunteer. civic
groups. and human - service consumers:
and
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. Serve without pay and aces ue no financial
benefit as a result of membership on the
advisory committee. However. members
may be reimbursed for out -of- pocket costs
incurred.
RESPONSI3311SIlES -111c advisory committee
shall:
. Advise and assist the governing bodies in
formulating policies and practices: and
• Assume other duties as delegated by the
governing body.
STANDARD 19: STAFF
I&R service staff shall be competent. ethical,
qualified. and sufficient in number to implement
SWAM policies.
Crites:
The I&R administrator and service staff shall have
certain responsibilities. duties. and qualifications.
1. Administrative responsibilities include the
following:
SERVICE ADM MSI'RA nON
• Assisting in .,..,:wring 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 orientati
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 inswrance 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, sc merting. supervisiom training.
recognition, evaluation. and development:
and
• Staffing volunteer f&R committees.
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• Formulating annual service goals. objec-
tives, and workplans:
• Determining the numbs..' of full 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 dutes of the I&R staff
• Ensuring that all corporate polldes are
implemented and maintained:
• Prepartng 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:
• p: oviding the governing body with the
information necmwiary for service evalua-
tion:
• Ensuring that I &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 record -
keeping and reporting system which
adequately tracks client sonnet while
complying with standards of confidential-
ity. and
COMMUNITY RELATIONS
• Establishing and a dministenn-g ongoing
public education programs on I&R avail-
ability and value to the community:
• Providing service- generated statistical data
for &- semimdon upon request: and
• Participating in professional organizations
and conferences directly related to informa-
tion and referr '.
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 I&R services and data:
• Providing leadership and resources for
cooperative work with other I&R providers:
• Overseetng the publication of directories or
other materials:
• Formulating. administerinV, and participat-
ing in resource data collection. storage and
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retrieval systems, service identification
systems, and client data systems: and
• Participating in regional pla=nting and
service coordination for information and
referral.
2. Service staf responsibilities shall consist o£
• 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, superxisory responsibilities, and
delegated duties. 7bese duties and their perfor-
mance s=ndards shall consist of.
• Working with the governing body or advi-
sory committee to operate within pre-
scribed guidelines, to communicate effec-
ttvely (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 -
ncl, and the ability to clarity 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 n*':essary record -
keeping and reporting systems that shall
be evaluated annually;
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— Maintaining an accurate resource file of
organizations and services: and
— Having enough technical c9atise 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 manner.
—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:
— Overcoming adsting 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 fob
descriptions outlining needed skills, duties to be
performed, and lines of supervision and commu-
nication.
4. The I&R service shall designate a coordinator
of volunteers.
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5. The I&R service shall provide orientation and
refresher training when necessary to stimulate
and increase volunteer skills.
6. The 1&l". service shall supervise volunteers to
ensure proper performance of their assignments.
7, The I&R service shall evaluate volunteers
regularly and maintain appropriate records of
their services.
S. The I&R service shall try to reimburse volun-
teers for out -of- pocket expenses when resources
are available.
8. The I&R service shall provide appropriate
Insurance protection.
10. The I&R service shall recognize volunteers for
their support. time, and effort-
proper financial records, draw up an annual
budget. project fixture needs. explore and encour-
age financial development and support for con -
unuance of the program, and participate in saving
resources to avoid duplication and to cut costs.
STANDARD 16: FACIIMES
I&R services shall provide facilities which allow
them to operate adequately.
1. The I&R service shall provide enough space to
ensure confidential interviewing.
2. The WR 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.
ST. 13: FINANCING
Financing shall be sufficient to provide 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 service shall adhere to Staridarris of
Acrounarig and Reporting for Voltuunry Heolth and
Welfare Organizarlons.
3. The administrator. with the support of the
board and advisory committee. shall maintain
4. The I&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 tr - is-
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.
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IV. COOPERATIVE
RELATIONSHIPS
Responsibility of the I &R service to the
1 &R system.
STANnARD 17: COOPERAX= PROGRAM
DEVELOPI MNT
Where an I&R service is a part of an I&R system.
it shall continually develop I&R service programs
related to community needs. eadsting resources.
and acthities of other I&R services.
Criteria:
1. Each I&R service shall identify community
I&R needs.
2. It shall maintain current information on other
I&R services and their activities.
3. It shall develop priorities for I&R program
development
6. It shall participate and assist in the decision -
making process on I&R issues.
STANDARD 18: COOPERATM DECISION
MAENG
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 1&R service shall identify policy
decisionmakers (formal and informal) and all
possible sources of funding (actual and potential).
4. The I&R service shall participate in e:dsting
cooperative I&R efforts.
6. It shall serve as a catalyst for new cooperative
service arrangements.
2. It shall formulate collective policy z rnmcn-
dations and implementation strategies.
3. It shall develop strategies to ensure and
encourage current. continued. and future sources
of funds.
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4. The I&R service shall establish and maintain
All I&.R services shall share the systematic
relationships V.1th polkymakers and fenders.
collection and comprehensive analysis of
'
data, and'shall provide the results to
S. it shall communicate policy recommendations
community planning bodies and
to appropriate audiences.
pofiey
,
e. It shall participate in community planning
5. Training
efforts, using relevant referral data.
. Each I&R service shall cooperate to provide
'
training and consultation for both I&R
STAN DMW 18: COOPERATIVE FUNCTIONAL
per oruiel (paid and volunteer) and the
ARRANIGEMEN'I'S
personnel of other related public and
Where an I&R service is a part of an I&R system.
voluntary agencies.
'
it shall establish and maintain formal and infor.
All I&R services shall cooperate in semi -
mal cooperative arrangements with other I&R
nary and training activities. and exchange
services to minimize duplication and improve
current infor.ation on I&R services.
'
service delivery.
8. Public Relations and Marketing
Criteria:
Areas of cooperation shall include, but not be
All I&R services shall coordinate their
publicity, public r, ations. and marketing
'
limited to, the following:
to intensify general awareness of informa-
tion and referral.
1. Ciassific..non System
This coordination shall emphasize the
,
• Each I&R service shall use a classification
availability, quality, and need for commu-
system based on standardized service
nity I&R services.
terminology and each I&R system shall
,
adopt and use a s':ngle class ification
7. Access to Service
system.
• The I&R service shall cooperate to make
2. Resource File
information and referral available to
,
• Each I&R service shall cooperate in main-
everyone in the community.
It shall encourage cooperative service
taming comprehensive. accurate. and up-
arrangements such as after -hours coverage
'
to -date information on available commu-
and linked telephone systems.
Wiry health- and social - service resources.
It shall explore innovative methods of
• Each 1&R service shall appropriately divide
delivering comprehensive I&R services.
'
inf ormadon- gathering tasks and oversee
the regular and systematic exchange of
STANDARD 20• COOPERATIVE
resource file information.
ADilMIiS'IRATIVE PROCEDU
'
3, inquirer Data Collection
Where an I&R service is a part of an I&R system,
it shall use appropriate administrative procedures
• Each i&R service shall cooperate to identify
to implement cooperative arrangements.
changing community needs and to respond
'
to them in a timely and appropriate
Criteria:
fashion.
procedures may include, but are not limited to.
• This cooperation shall be regular and
the following:
'
frequent to ensure immediate response to
suddenly changing community needs (e.g..
1. I&R services may use cooperative funding
special outreach efforts to the recently
such as subcontracting, subscriptions, or fees for
unemployed, victims of natural disasters.
service arrangements.
'
etc.).
2. They may share facilities and equipment.
4. Data r%natysis and Reporting for Planning
3 . l ma y share staff (paid and volunteer).
'
• Each I&R service shall cooperate to deter-
mine service gaps. duplica'dons. and other
4. I&R services may share accounting, legal.
inadequacies in available health and social-
pur and management assistance.
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resource services.
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r'. ir.
GLOSSARY
I
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.
Accessible: 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 Qndtvidual): 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 auiempting to
change social instituti
Advocacy/intervention (Group): Intervention in
behalf of a group of individuals (including organi-
zatloms and service providers) to obtain a change
in the availabthty or delivery of essential human
services.
19
Area of Service: The primary geographic area
within the I&R system.
Ameasment• The process of identifying, analyz-
ing, and prioritizing an inquirer's needs.
Bona Fide Agency: A legally constituted public
or private organization rendering health and
social services.
Claasii3cation 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 processes consistent and to facilitate
national comparisons of data.
Data Collection: A systematic process of record-
ing and maintaining essential infonnation.
Essential Haman Services: Those services that
help inquirers meet basic needs of food, shelter.
and physical and mental health.
Evaluation Mropaar): A systematic process of
reviewing services provided by an agency in
relation to its objectives and stan.. rds in order to
improve overall operation of the I&R system.
L"laation (5tam: A systematic process of
reviewing the work of individual stab' 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 organ i za tions 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 WerraL 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 per`' -ion) 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.
1 . 1 .
system involves reiauonships among national.
statewide, regional. local. specialized. and generic
I&R services. These relationships are character-
ized by a high degree of integration. collaboration.
and cooperation among I&R services.
Inquirer. Any person or organization seeking
assistance from the system.
interventlen: 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 linking the
inquirer with needed services niay include the
paid or volunteer stalk's scheduling of appoint-
ments, three way calling, or negotiating for the
Inquirer.
RmnErce Fite: 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.
1
Information and Raf=ral spsteen: The struc- Volunteer. An unpaid individual providing '
ture and process linking people in need with the service or advice.
appropriate resources within an area. TnC I&R
20
I 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:
I. 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
The City will provide to County copies of reports to Senior Resources.
IV. TERMS OF AGREEMENT
Either party may terminate this agreement by providing written notice to the other party 30
days before,date of termination.
A
By=
Date
Attachment IIA - County of Carver will be responsible for the following:
SENIOR ANSWER LINE
Proposed Budget
Total
10462
Volunteer /staff coverage of Sr. Linkage Line phones from 12:00 - 4:00 five days per week.
Participate in county wide publicity for the Senior Linkage Line.
1995
LINE ITEM
BUDGET
EXPLANATION
Personnel
6630
Use City of Chanhassen Staff (Rate $12.75 per hour @ 10 hours per week)
Telephone
1182
Toll Free 1 -800 Number ($174 installation, $45.00 per month, 3 hours per month @$1
Mileage
500
One 30 mile round trip per week (@ $.28 per mile)
Office Supplies
300
Printing
1000
Postage
850
Mailing to each senior the first year
Office Rentals
0
No Cost - City of Chanhassen
Equipment
0
Computer, Desk, etc. - City of Chanhassen
Total
10462
Volunteer /staff coverage of Sr. Linkage Line phones from 12:00 - 4:00 five days per week.
Participate in county wide publicity for the Senior Linkage Line.
I 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.
' - Su lies: 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.