6. Contract Approval of Senior Linkage Line 1 ,
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CITYOF
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0 CHANHASSEN
6 90 COULTER DRIVE • P.O. BOX 147 • CHANHASSEN, MINNESOTA 55317
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(612) 937 -1900 •FAX (612) 937 -5739
1 Action by City Administrator
MEMORANDUM > orsee J/ Du+R
I Modified.
TO: Don Ashworth, City Manager injected
Beta r 1 —AA— l:3
1 FROM: Sharmin Al -Jaff, Planner I Dale Submitted to Commission
DATE: September 21, 1993
Dat Submitted to Council
�_� � .y 3
I SUBJ: Contract Approval of Senior Linkage Line 10'
I In 1989, the City of Chanhassen conducted a Senior Needs Assessment Study. One of the needs
identified in the study was Information and Referral serving the community. Staff worked with
the Senior Commission and prepared a Senior Services Directory. Unfortunately, some of the
I phone numbers were outdated as soon as the directory was published. This prompted the
commission to think of other means to provide the service and staff was directed to research
alternatives.
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On March 17, 1992, staff contacted Ms. Julie Bentz, Senior Linkage Line Coordinator. The
I Senior Linkage Line is an information and referral operation, organized by Senior Resources and
authorized by the Metropolitan Council Program on Aging. The Senior Linkage Line Network
is a network of sites offering information and referral services for seniors in the west metro area.
1 The purpose of the call was to obtain facts on how to provide an information and referral service
in Chanhassen. Ms. Bentz, with her Advisory Council, were supportive of the idea, however,
I staff was informed that the Senior Linkage Line provides services county wide only rather than
individual cities. Staff began working on gaining support of the community, county wide, on this
proposal. Numerous meetings took place with seniors, city planners, administrators, senior
I citizen center presidents, church pastors, and community leaders of cities in Carver County to
demonstrate the need for this service to the county.
I The following agreement was reached which was approved by the Carver County Commission
on May 25, 1993. ¢.
1 Senior Linkage Line provide the following:
* Installation of the program which will be updated every two months at no cost to the city.
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1 Don Ashworth
September 21, 1993
Page 2
* Training of volunteers on how to use the system.
1 The City will provide the following:
1 * 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.
1 * 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.
** 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 committed to 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 $0.28 per mile.
r * Pay postage for mailing to each senior in Carver County through the first year.
* 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. Due to the positive experience
which staff and the Senior Commission encountered with the county, staff was directed by the
Senior Commission to investigate the possibility of working with the county on a program that
would provide maintenance and cleaning services for seniors at home.
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
1 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
practice 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. We are having our Finance Department look
into the math and hope to be able to address the issue.
' Attached PY
ou will find a copy of the contract between the city, county, and Senior Linkage
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Line /Senior Resources that will be used to implement the program. It has already been endorsed
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Don Ashworth
September 21, 1993
Page 3 1
by the county. Staff is seeking City Council approval to enter into the contract on behalf of the
city. 1
RECOMMENDATION
Staff recommends that th e City i Council direct staff to enter into a contact with Carver County 1
and Senior Linkage Line /Senior Services to operate the Senior Linkage Line.
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1 SENIOR LINKAGE LINE NETWORK/SENIOR RESOURCES
MEMORANDUM OF UNDERSTANDING
1 This memorandum contains understandings between County of Carver and City of Chanhassen
(Provider) and Senior Resources, an organization authorized by the Metropolitan Council Program
I 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.
1 This agreement begins on May 1, 1993 and terminates on December 31, 1994.
Now, therefore, Senior Resources and the Provider agree as follows:
1 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
providers and others needing service information. .
1 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.
I 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.
1 2. OPERATIONS OF THE SLL SITE •
I A. The Provider will operate the SLL site at Chanhassen Sr. Citizen Center serving
Carver County.
I 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.
1 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
I 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
1 services. A copy of the standards is attached. Attachment I
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3. 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. 1
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 1
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.
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4. REPORTING AND MONITORING
A. The Provider will use tracking tools, data collection, and reporting formats as 1
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. 1
C. Senior Resources will hold periodic meetings of staff from SLL sites to exchange
ideas and address concerns related to the program. 1
5. PROMOTION
A. The Provider will assist in implementing the SLL promotion plan designated by Senior 1
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.
6. NETWORK DEVELOPMENT 1
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.
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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
1 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 /
Minneapolis, MN 55413
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By: By. / -,
Carver County Board of
Commissioners
' Its: Its: Chairman
Date: Date: 5 -25 -93
1 By:
Date:
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Attachment I
National Standards for Information & Referral
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I.FUNCTIONS OF THE
I &R SERVICE
Functions that shall be performed by the
I &Rervice.
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STANDARD 1: CLASSIFICATION SYSTEM 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
The I &R service shall use a classification system based on community resources and that produces detailed data on service
standard service terminology to facilitate retrieval of service providers in the area.
information, to increase the reliability of planning data, to make
comparison and evaluation processes consistent and reliable, and Procedures for checking accuracy of referral sources shall be
to facilitate national comparisons of data. developed to avoid liability.
Criteria: Criteria:
1. The I &R service shall move toward the use of 1. Aprofile shall be developed on each organization and •
nationally accepted standard service definitions. agency that shall include (but not be limited to):
2. New I &R services shall adopt an existing national • Legal name, common name, or acronym
classification system, such as United Way of America Services • Address
Identification System (UWASIS II), or a modification thereof, • Telephone number
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 speck.
These adaptations shall not change the basic structure of the
classification system or the related service definitions.
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i APP 19 '93 0: 23 SENIOR RESOURCES P.4
1 • Hours and days of operation 9. A procedure shall be in place to determine
• Services provided accuracy of referral source listings to avoid
I • Eligibility requirements and intake proce- liability.
dares STANDARD 3: INQUIRER DATA COLLECTION
• Area served The I&R service shall establish and use a system
• loch offices
I of collecting and organizing inquirer data for
•Known barriers to accessibility (e.g., not appropriate referral and to identify gaps in
located on a bus route) and restrictions on service
facility use
I • Auspices
•
• Name and title of intake worker(s) Fee structure 1. The inquirer data collection and reporting
1 methods shall facilitate the analyses needed to
2. The profile also may include: support.
• Documents required by the organization for • The human - service needs of inquirers
I application (such as birth certificates)
• Management information needs
• Cost of service (the phrase "sliding scale • Community needs assessment
maybe sufficient) • Community planning
I • Length of tithe on the organizations waiting
list 2. •
The data collected shall provide enough
• Name of the person (intake worked who information on inquirers' needs to identify:
I will assist the client
• Name of the organization's administrator • Gaps in services
• identification of local or national organizer- • insufficient resources •
I tons with which an agency may be affili • Level of services requested
aced but whose title or acronym does not • Trends of unmet needs
indicate this affiliation • Socioeconomic and demographic data
I 3. The I&R service shall publish criteria for the • Profiles of the inquirers served
inclusion or exclusion of agencies and programs
in the resource file. These criteria shall be 3. The data collection method shall provide
,' uniformly applied. enough information about the inquirers to resolve
their problems.
4. The resource file shall contain an alphabetical -
list of all public. private. and voluntary organiza- 4• Appropriate security precautions shall protect
I dons included in the system (including all related and keep confidential the data collection forms
acronyms or abbreviations) and shall include a and all inquirer information. (Precautions shall
reference to the more detailed information con- conform to statutes in place within the commu-
1 tained in each organization's profile. pity.) The public shall see only aggregate data.
5. The resource files shall contain a service- 5. Inquirers have the right to withhold informa-
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category or problem- category file with extensive tion not directly relevant to resolution of their
cross-references. problems.
6. Agencies shall be indexed in the resource file 8. Data collection forms shall gather at least the
1 by geographic or political subdivisions. following information:
• Family name. address. telephone number
7. The resource file shall include a continuing • Name of individual for whom services are
I procedure for responding to interim information
changes' sought if other than caller
• Problems presented by inquirer and
problems as assessed by trained staff or
I 8. The resource file shall be totally updated. at volunteer
least annually. either by surveys or on -site visits • Service needed— organizations to which
to organizations listed in the file. inquirer was referred
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APR 19 '93 07 :23 SENIOR RESOURCES P.5 1
• Nature of request (Le.. information Or recording: maintenance of records: orgaru-
referral) zation of the classification system: use of
• Method of contact with I&R service (letter. resource f.e' s: and techniques for handling
telephone. walk-in) calls from lonely. suicidal. despondent. or
inquirers. 1
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• '[V Referral source to l&R service (newspaper. • On-the-job training which requires a
TV, friend. etc.) sequential program of increasing levels of
• Follow-up results. including whether client responsibilities in handling inquiries
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received services (begtrinIng with observation and ending
• Source of income with full responsibility for handling inquir-
ers).
STANDARD 4: DATA ANALYSIS AND • In- service training focusing on refining and
1 EpORTING updating staffs information and referral
The I&R service shall establish and use a system- skids. Topics shall Include in -house
atic method of collecting and organizing data that operating procedures. areas of interest in
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provides support for community planning activi- the human - service field. community
ties and advocacy. 'Ibis support shall consist of services. personal skill development.
statistics. data analysis, and relevant documenta- assistance in maintaining objective atti-
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lion on service use. client characteristics. unmet tudes toward the inquirers needs, and use
needs, gaps. and duplications in services. of services.
Criteria: 4. An I&R service shall arrange for regular
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1. The I&R service shall be responsive to specific professional consultation for the entire staff when
requests for data to support community planning the service's supervisory staff does not have the
functions and advocacy. necessary use. i
2. The l&R service shall be responsible for STANDARD 8: PROMOTION
compiling timely data for community planning
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needs and advocacy as outlined under the data The I&R service shall help establish and maintain
collection section. a planned program of activities to increase
community awareness of I&R services and their
3. The 1&R service shall offer its analyses and objectives. 1
assistance to relevant decision makers in the
assessment and planning of human - service
delivery and advocacy. 1. I&R services shall implement publicity plans
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only after evaluating available resources for
STANDARD 5: TRAINING handling the resulting volume.
The l&R service shall Provide training available to 2. The I&R service shall use various methods to
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paid and volunteer staf. publicize information and referral. including:
Criteria: • Personal contact
1. The I&R service shall provide training for staff • Speaking engagement 1
and volunteers. • Public - service announcements or listings
• Radio
1 2. During orientation it shall inform the staff • Paid advertisements
and volunteers of the role, purposes. and function .Television
of the I&R service: the role of the governing body: • Feature articles
and the administrative structure and policies of
the service. • News stories
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• interviews
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3. Training for the I&R specialists shall include: • Newsletters
• Preservice training in interviewing tech- • Telephone directories (multiple listings in
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niques and attitudes: listening slims; blue pages or in white pages under 'Infor-
communications: proper telephone usage: mation and Referral" and appropriate
assessment techniques: information - giving yellow -page listings) 1
and referral procedures: follow -up: data
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APR 19 '93 t7 :24 SENIOR RESOURCES P.E
.1.
Displays Criteria:
• printed materials such as brochures, 1. The I&R service shall coordinate its service
posters, telephone stickers. and business delivery with other MR services. community
cards• agencies, and similar organizations to avoid
I duplication and to encourage service integration.
3. The I&R service operating as part of a larger to with other I&R services to
organization shall coordinate its publicity and 2. It shall coopers
I public - relations activities with those of its publicize information and referral availability
sponsor. through a variety of media.
I 4. 1&R services shall publicize their services to 3. It shall provide to the client, at little or no
special-need to the community. such as cost, immediate, direct client access to the l&R
foreign language groups or the visually impaired. speciallqt.
1 5. The I&R service sha11 encourage other com- 4. Groups and individuals that have special
munity services to promote and use I&R needs shall have barrier -free access to an appro-
resources. priate I&R service.
1 6. I&R services shall use all publicity techniques S. An I&R service that focuses on special groups
as frequently and regularly as resources permit. shall refer inquirers to a generic l&R service or
another specialized I&R service when appropriate.
1 7. The administrator of each 1&R service shall 6. The I&R service shall. upon request, act as a
evaluate the effectiveness of its promotions.
resource and offer consultation to moons
I 8. Staff (paid and volunteer) shall improve public on available community resources•
relations by communicating regularly with 7. The I&R service may make information on
community- service providers. government offi- community- resource systems available to public
vials, and planning bodies in various community , and private organizations through contracts or
I activities. other working arrangements. This information
may be supplied through consultation. training.
STANDARD 7: ACCESS TO SERVICE workshops, seminars. telecommunications.
Each I&R service shall continually try to help all directories. data banks.' or bulletins.
persons reach the information and referral
services they need as easily as possible.
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II. CLIENT SERVICE - 1
DELIVERY FUNCTIONS
Functions essential for providing 1
information and referral, including brief
individual assessment of need and a blend 111 of information, referral, and advocate
support, in order to link the person to the
appropriate service.
STANDARD 8: INFORMATION GIVING STANDARD 9: REFERRAL GIVING
The i&R service shall provide information about The I&R service shall provide referral services for
human services to inquirers. This information inquirers. These consist of assessing the needs of
can range from a limited response (such as an the inquirer, evaluating appropriate resources.
organization's name. telephone number. and indicating organizations capable of meeting those
address) to detailed data about community needs, helping callers for whom services are .
service systems (such as explaining how a group unavailable by locating alternative resources. and
intake system works for a particular agency). actively participating in linking the inquirer to
agency policies. and procedures for application. needed services.
Criteria: 1
1. Inquirers shall be given accurate and perti- 1. Trained staff (paid or volunteer) shall make an
nent information. assessment of the inquirer's needs.
2. The I&R service shall encourage the inquirers 2. The staff shall assist the inquirer in identify -
to call back if the information proves incorrect, ing the appropriate organizations that provide the
inappropriate, or insufficient to link them with the necessary services.
needed services.
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I 3. Where appropriate. it shall make direct needed services are not being adequately provided
contact for the inquirer with other agency stair by an organization within the community's service
through three-way calling. notification of the delivery system.
inquirer's forthcoming contact. or scheduling of
1 appointments. Criteria:
1. Advocacy shall consist of actions taken within
4. It shall refer to an advocacy organization or organizational limits to obtain needed services for
I negotiate on behalf of the inquirers to assist them an individual or group of individuals when needed
in obtaining a needed service when they cannot services are not being adequately provided by an
effectively represent themselves or when they organization of the community's established
have a complaint about a service. service-delivery STANDARD 10: FOLLOW-UP 2. Advocacy /inter'vention.shall be taken on
I&R services shall follow up referral rases to behalf of
I determine the outcomes. Additional assistance in INDIVIDUAL(S)—Intervention on behalf of
locating or using services may be necessary• •
an individual to assist in establishing
1 Criteria:
eligibility for and in obtaining a needed
service when individuals cannot represent
1. Follow -up shall be carried out in referral themselves effectively. Individual advocacy
cases_ efforts seek to meet individual needs
1 without attempting to change social
2. Follow -up shall consist of contacting the institutions.
organizations to which a referral has been made.
and /or contacting the inquirer to find out if the GROUP(S)—Intervention on behalf of a • I service is being provided and if the inquirer is group of individuals (including organiza-
• satisfied with the 1&R service. lions and service providers) to obtain a
change in the availability of delivery of
I 3. This follow -up information shall help correct essential human services. Such advocacy •
resource file information that may be incorrect may include the collection. analysis, and
dissemination of data on human- service
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service If service has not been provided, the I&R needs.
service shall document the follow-up results so
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that it can intervene and use the information in 3. All individual and program advocacy efforts
I making future referrals. 3.
include the involvement of the individrinls
STANDARD 11: ADVOCACY/INTERVENTION and organizations concerned and shall be consis-
tent with the policies established by the governing
The l&R service shall offer advocacy on behalf of body.
1 an individual or a group of individuals when
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APR 19 '93 @7 :25 SENIOR RESOURCES F.9
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III. ORGANIZATIONAL ,
STRUCTURE
Structure under which an I &R service ,
must operate.
STANDARD 12: AUSPICES • Voting procedures for members
Guidelines for determining the frequency of
The auspices under which the I&R service open- • meetings shall ensure the achievement of I&R goals. • Designation of lines of authority and
Criteria: communications
The MLR services that are functions of incorpo- • Methods for amending the corporations .
rated non -profit organizations shall have the constitution and bylaws
following characteristics and responsibilities. • Astatement of the responsibilities r
1. The constitution and bylaws of non -profit dututi staff
corporations shall include but not be limited to: • A and service statement of compliance with the Civil
• A statement of the governing body's re- Rights Act of 1964 and with all other
sponsibility for the formulation and ample- federal, state. and local laws that safeguard
mentation of general policy • civil rights
• A definition of goals. purposes, and objec- • Appropriate standing committees
tives • A statement of asset disbursement in rase
• A definition of the scope and area of service of corporate liquidation
• Qualifications for membership in the
governing body 2. The governing body of a non -profit corpora-
• Procedures for selecting members of the lion shall have certain characteristics and respon-
governing body sibilities.
• Terms of office for members of the govern-
ing body
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APR 19 '93 07:26 SENIOR RESOURCES P.1O
CHARACTERISTICS—The membership of the 3. The advisory committee of the incorporated
I governing body shall: non -profit service shall have certain characteris-
• Be broadly representative of the geographic tics and responsibilities•
area and shall include representatives of
I constituent groups within the service area. CHA ACT CS—The membership of such an
as well as professionals, business, labor, advisory committee shall:
government, education. finance, volunteer. • Be broadly representative of the geographic
civic groups. and health- and social- service area and shall include representatives of
I consumers: and constituent groups within the service area.
• Serve without pay and accrue no financial as well as professionals. business, labor.
benefit as a result of membership in the government, education, volunteer. civic
I governing body. However, members may groups, and health - and social -service
be reimbursed for out -of- pocket costs consumers; and
incurred. • Serve without pay and accrue no financial
1 RESPONSIB benefit as a result of membership on the
advisory committee. However, members
IIIIIFS —The governing body shall: may be reimbursed for out -of- pocket costs
• Formulate policies to ensure coordination incurred.
1 among 1&R providers:
• Provide for an annual evaluation of I&R RESPONSIBILITIES—The advisory committee
activities ;. shall:
I • Promote the I&R system throughout the • Advise and assist the governing body In
community. formulating polities and practices:
• Assist in procuring financial and technical • Advise and assist the governing body in
assistance for the service: coordinating services and cooperating with
• Be responsible for contracts. for adopting other 1&R providers:
and operating an annual budget. for • Advise and assist I&R staff in formulating
maintaining financial records, and for and implementing goals and standards:
I providing an annual audit by an indepen-
• p t the I&R system among community
dent certified public accountant: organizations:
• Adhere to "Standards of Accounting and
I Reporting for Voluntary Health and Welfare • Assist procuring and teclrrzical
assistance for the service:
Organizations ": • Develop the necessary committee structure
• Employ an administrator and give that to accomplish its goals: and
I person the authority to manage the daily •Assume other duties as delegated by the
affairs of the service. according to estab- governing body. lished personnel and corporate policies and
practices;
II IBt.R services that are functions of federal.
• Encourage other service agencies. groups. state, or Local government shall he the
and systems to help provide adequate IBtR following characteristics and responsibilities.
services;
I • Meet at least quarterly as a general body:
• Maintain minutes of all official proceedings 4. The advisory committee of a service that is a
that any interested party can inspect: function of a federal. state. local government, or
I • Be responsible
tin a ible for establishing and imple- intergovernmental organization shall have certain
mtenting appropriate publicity, public characteristics and responsibilities.
relations, and marketing: CHARACTERISTICS—The membership of such an
' • Determine. with staff. the range of indi- advisory committee shall: vidual and program intervention appropri-
ate for persons seeking help from the • Be broadly representative of the geographic
service: and area and shall include representatives of
1 • Prepare, with the staf an ongoing program constituent groups within the service area.
to use I&it experience to support commu- as well as professionals. business, labor.
nity planning, funding. coordinating. and government education. volunteer. civic
I delivering health and social services. groups• and human- service consumers:
and
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APR 19 '93 07:26 SENIOR RESOURCES P.11
• Serve without pay and accrue no financial • Assisting in securing adequate financing
benefit as a result of membership on the for the service.
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advisory committee. However. members
may be reimbursed for out-of - pocket costs STAFF SUPERVISION
incurred. • Selecting the staff, describing staff duties. 1
and implementing personnel polities as
RESPONSIB1UTIES—The advisory committee established by the governing body
shall: • Providing for continuing staff orientation
• Advise and assist the governing bodies in and training:
formulating policies and practices: and • Supervising !&R staff in formulating
• Assume other duties as delegated by the workplans. organizing and assigning tasks.
governing body. implementing programs. and monitoring
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• output
STANDARD 13: STAFF • Providing for quality staff supervision and
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annual personnel evaluations:
I&R service staff shall be competent ethical. protection for the
qualified. and sufficient in number to implement • Providing vidi staff; and p
service policies. • Contracting for necessary technical assts-1
Criteria: • tance and temporary staff.
The I&R administrator and service staff shall have
certain responsibilities. duties, and qualifications. VOLUNTEER RELATIONS 1
• Designing and administering a program for
1 Administrative responsibilities include the volunteer management, including recruit-
following: went screening. supervision. training,
recognition. evaluatton. and development:
SERVICE ADMINISTRATION and
• Formulating annual service goals. objet- • Staffing volunteer 1&R committees.
Oyes. and workplans:
• Determining the number of full-time. part- COMMUNITY RELATIONS •
time. and volunteer staff necessary to meet • Establishing and administering ongoing 1
the standards and criteria: to implement public education programs on I&R avail -
the polities of the governing body: and to ability and value to the community.
carry out the duties of the I&R star • Providing service- generated statistical data
• Ensuring that all corporate polities are for dissemination upon request~ and 1
implemented and maintained: • Participating in professional organizations
• Preparing the annual budget based on an and conferences directly related to informa-
assessment of the current and projected Lion and referral. 1
needs of the service and the information
and referral needs of the community: I&R PROGRAM DEVELOPMENT
• Providing the governing body with the 1
information necessary for service evalua- • Establishing and maintaining a cooperative
tion: relationship with organizations providing
• Ensuring that 1&R service delivery complies essential human services:
with accepted standards: • Overseeing the implementation of these
• Overseeing office space and hotlines. standards: • Establishing contracts with other programs
ing including the phone systems and answer- to purchase 1&R services and data
service: to
i leadership and resources for 1
• Encouraging participation in local. state. • Providing e work with other I&R providers:
and national professional organizations:
• Developing and maintaining a record- . • Overseeing the publication of directories or 1
keeping and reporting which other materials:
adequately tracks client contact while • Formulating, administering. and partidpat-
complying with standards of confidential- ing in resource data collection. storage and
ity. and 1
13
APR 19 '93 07 27 SENIOR RESOURCES P.12
1 retrieval systems, service identification —Maintaining an accurate resource file of
systems. and client data systems: and organizations and services; and
• Participating in regional planning and — Having enough technical expertise to
1 service coordination for information and handle automation of service. ,
referral. 1
4. Service staff qualifications shall ensure that i
2. Service staff responsibilities shall consist of staff is competent to support the policies and
1 •Maintaining an up-to -date resource file: procedures of the service and meet relevant
• Providing adequate information and performance standards. 'Their duties and perfor-
referral to all inquirers while respecting mance standards consist of the following:
' their confidentiality: • Providing adequate information and
• Following up on all referral inquiries and referral to all inquirers. which requires:
on other inquiries as needed; -- Responding to each inquirer in a non-
' . • Intervening when necessary to make judgmental manner:
needed services accessible to all persons: — Communicating effectively within the
• Collecting data on inquirers and maintain- service and with other organizations
I ing confidential, accurate, and up-to -date serving the community;
records; and -- Interviewing inquirers and accurately
• Contributing ideas and communicating assessing their problems to provide
I new information to colleagues. appropriate referral;
—Using the resource file effectively:
3. A,dministrattve qualifications shall reflect — Keeping inquirer information conflden-
optimum standards of performance in carrying; tial
I out policies, supervisory responsibilities. and —Overcoming eadsting communication
delegated duties. These duties and their perfor- barriers (Le., hearing impaired. foreign-
mance standards shall consist of peakers): and
1 • Working with the governing body or advi- language e ss recording and tabulating
sory committee to operate within pre - statistical data for the reporting system
scribed guidelines, to communicate effec- used by the I&R service:
I lively (orally and in writing). and to relate Following up inquiries by persisting in •
professionally to the governing body or getting needed services for an inquirer. '
advisory committee:
I • Employing the staff, which requires the STANDARD 14: VOLUNTEERS
ability to understand I&R service needs,
the ability to hire capable service person- The I&R service shall involve volunteers to en-
ncl, and the ability to clarify job roles and Nance the program's service delivery.
lines of communication:
• Training and supervising the staff by Criteria:
providing competent staff supervision.
I necessary consultation services. and an 1. The I&R service shall consider volunteers as
appropriate training program; and unpaid staff members.
• Operating the service on a sound basis, 2. The I&R service shall screen volunteers and
which select those capable of performing essential
-- Establishing rapport and workring rela- duties.
tionships with other I&R services within
the system and with the staff of other
I community organizations: 3. It shall provide volunteers with written job
descriptions outlining needed skills. duties to be
—Developing and working within a budget: performed, and lines of supervision and commu-
- Developing a clear and concise annual nication.
I summary statement of the activities and
scope of the service: 4. The I&R service shall designate a coordinator
— Developing and using necessary record- of volunteers.
I keeping and reporting systems that shall
be evaluated annually:
1
APR 19 '93 07 :28 SENIOR RESOURCES P. 13
•
•
1,.
5. The I&R service shall provide orientation and proper financial records, draw up an annual -
refresher training when necessary to stimulate budget. project future needs. explore and encour-
and inc drill
increase volunteer s. age financial development and support for con
tinuance of the program. and participate in saving
6. The I&R service shall supervise volunteers to resources to avoid duplication and to cut costs.
ensure proper performance of their assignments.
STANDARD 16: FACILITIES
7. The 18411 service shall evaluate volunteers I&R services shall provide facilities which allow
regularly and maintain appropriate records of them to operate adequately.
their services.
Criteria:
8. The I&R service shall try to reimburse volun- 1. The MR service shall provide enough space to
veers for out -of- pocket expenses When resources ensure confidential interviewing.
are available.
9. The I&R service shall provide appropriate 2. The I&R service shall equip its offices with a
protection. telephone system that incorporates the most
insurance recent cost - efficient and effective technological
10. The I&R service shall recognize volunteers for developments. 1
their support, time. and effort 3. The I&R service 'hall equip its offices with
sufficient desks, tables, chairs, supplies, and
STANDARD 15: FINANCING locking gig cabinets. 1
Financing shall be sufficient to provide adequate
service and maintain these standards and 4. The I&R service shall use offices free of
criteria. architectural barriers to the physi hands -
capped and the elderly.
Criteria:
1. The l&R service shall operate on a sound 5. If the I&R service is designed to serve walk-
financial basis according to acceptable accounting ins, the office shall be accessible by public trans -
practices portation. have available parldng, and be near the
population the program is designed to serve.
2. The service shall adhere to Standards of
1
Accounting and Reporting for Voluntary Health and 6. The I&R service. if not available on a 24 -hour
Welfare Organizations. basis. shall provide for an answering system
when staff is not present to provide callers with
3. The administrator, with the support of the the number and office hours of an organization
board and advisory committee, shall maintain that will provide service in an emergency.
1
1
1
1
1
1
1 K
APR 19 '93 87 :28 SENIOR RESOURCES P. 14
1 .
1
1
1
1 .
•
1
•
1
1 IV. COOPERATIVE
RELATIONSHIPS
1 Responsibility of the 1 &R service to the
1 &R system.
1
STANDARD 1 7: COOPERATIVE PROGRAM 6. It shall participate and assist in the decision-
I DEVELOPMENT mailing process on e&R issues.
Where an I&R service is a part of an I&R system. STANDARD 18: COOPERATIVE DECISION
it shall continr tally develop I&R service programs MAKING
I related to community needs, existing resources,
and activities of other I&R services. Where an i&R service is a part of an I&R system,
it shall encourage and participate in cooperative
1 planning, implementation of policies, and sus -
1. Each I&R service shall identify community twined development of funding sources.
I&R needs.
1 Z. ft shall maintain current information on other Methods to promote cooperation shall include.
I&R services and their activities. but not be limited to, the following:
I S. It shale develop priorities for I&R program 1. The I&R service shalt identify policy
development. decision/miters (formal and informal) and all
possible sources of funding (actual and potential).
I 4. The I&R service shall participate in existing 2. It shall formulate collective policy recommen-
cooperative I&R efforts. dations and implementation strategies.
1 5. It shall serve as a catalyst for new cooperative
service arrangements. 3. It shall develop strategies to ensure and
encourage current. continued. and future sources
of funds.
1 17
APR 19 '93 07 :29 SENIOR RESOURCES P.15 . 1
4. 'The I&R service shall establish and maintain • All I&R services shall share the systematic
relationships with policymakers and funders. collection and comprehensive analysis of
I.
data. and shall provide the results to
5. it shall communicate policy recommendations community planning bodies and
to appropriate audiences. policymakers.
1
6. It shall participate in community planning 5. 'Training
efforts. using relevant referral data. • Each I&R service shall cooperate to provide 1
training and consultation for both 1&R
STANDARD 19: COOPERATIVE FUNCTIONAL personnel (paid and volunteer) and the
ARRANGEMENTS personnel of other related public and 1
Where an 1&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-
nal cooperative arrangements with other I&R rams and training activities. and exchange
services to minimize duplication and improve current information on I&R services.
service delivery.
6. Public Relations and Marketing
Criteria: • All 18111 services shall coordinate their 1
Areas of cooperation shall include, but not be publicity, public relations. and marketing
limited to, the following: to inten. general awareness of informa-
• 1. Classification System tion and referral. 1
• Each MLR service shall use a classification • T coordination shall emphasize the
availability, quality, and need for commu-
system based on standardized service
nity I&R services.
terminology and each R system shall
MLR
adopt and use a single claagification ,
7. Access to Service
• The I&R service shall cooperate to make
2. Resource File information and referral available to 1
everyone in the community.
• Each 1&R service shall cooperate in main- • It shall encourage cooperative service
taming comprehensive, accurate, and up- arrangements such as after -hours coverage 1
to -date information on available comma- ands telephone systems.
pity health- and social- service resources.
• Each 18:R service shall appropriately divide • It shall explore innovative methods of
information - gathering tasks and oversee delivering comprehensive I&R services.
1
the regular and systematic exchange of STANDARD 20: COOPERATIVE
resource file information. 1
AD)lI1liSTRATIVE PROCEDURES
3. Inquirer Data Collection Where an 1&R service is a part of an 1&R system,
id it shall use appropriate administrative procedures
• Each I&R service shall cooperate to enemy to implement cooperative arrangements. 1
changing community needs and to respond
to them in a timely and appropriate Gxiterisr:
fashion. procedures may include. but are not limited to. 1
• This cooperation shall be regular and the following:
frequent to ensure immediate response to 1. !SLR services may use cooperative funding
suddenly changing community needs (e.g., ubcon as s
special outreach efforts to the recently such . subscriptions, or fees for
1
unemployed. victims of natural disasters, service arrangements.
etc.). 2. 'they may share facilities and equipment.
4. Data Analysis and Reporting for Planning g They may she stag (paid and volunteer). 1
• Each I&R service shall cooperate to deter-
mine service gaps. duplications. and other 4. 1&R services may share accounting, legal,
inadequacies in available health and social- purchasing, and management assistance.
1
resource services.
18
1 Attachment II
1
COUNTY OF CARVER AND CITY OF CHANHASSEN
1 MEMORANDUM OF UNDERSTANDING
I 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.
1 This agreement begins May 1, 1993 and terminates December 31, 1993.
Now, therefore, the County of Carver and the City of Chanhassen agree as follows:
1 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.
I 1. The County will reimburse the city an amount not to exceed $9932.00.
2. The County will provide the City of Chanhassen with Title V participant(s) to be
1 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
I 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 1. To operate the Senior Linkage Line. (See Attachment II for detail).
2. To provide space and equipment for the Senior Linkage Line.
1 3. To hire and supervise a Senior Linkage Line Coordinator. ' •
4. To select, train and supervise the volunteers.
1 5. To train and supervise the Title V recipients.
III. REPORTING AND MONITORING
1 The City will provide to County copies of reports to Senior Resources.
IV. TERMS OF AGREEMENT
I Eithe party may terminate this agreement by providing written notice to the other party 30
days fore date of termination.
By 1 -1� - By
I Chairman,
Carver County Board of Commissioners
1 Date 5 Date
1
1
Attachment IIA - County of Carver will be responsible for the following:
SENIOR ANSWER LINE
Proposed Budget
1993 1994
LINE ITEM BUDGET EXPLANATION
Personnel 5100 6630 Use City of Chanhassen Staff (Rate $12.75 per hour @ 10 hours per week)
Telephone 1182 1182 Toll Free 1-800 Number ($174 installation, $45.00 per month, 3 hours per month @$1
Mileage 500 500 One 30 mile round trip per week (@ $.28 per mile)
Office Supplies 800 300
Printing 1000 1000
Postage 850 850 Mailing to each senior the first year
Office Rentals 0 0 No Cost - City of Chanhassen
Equipment 0 0 Computer, Desk, etc. - City of Chanhassen
Total 9932 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.
MB MS 11.1 I N MI • MN I MI MO MO an pm is
1 .
I Attachment II -B
1 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
I Program.
- Computer Equipment: We already have a computer in the Senior Center.
1 - Supplies: For the Chanhassen site, we can provide paper, pens, desk, copies, wastebasket and
file space.
1 - Telephone Equipment: We have a phone already installed, and the city will pay the cost of
the Chanhassen service.
1 - 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.
I - 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
1 noon until 4:00 p.m., we would expect the county to provide volunteers.
I City of Chanhassen will contract with County of Carver to employ Coordinator of program and
provide staff oversight.
1
1
1
1
1
1
1
1
1
SENIOR LINKAGE LINE STAFFING 1
-
Beyond the duties of the Senior Linkage Line Coordinator, a need exists to
Y 9
staff the Senior Linkage Line 7 hours per day 9:00 am - 4:00 pm, Monday
through Friday. This is a total of 35 hours per week. 1
Initially it was discussed that the city of Chanhassen would be responsible
for the hours of 9 -12:30 while Carver County would be responsible for the
hours of 12:30 -4:00. Both volunteers & possible Title V participants would
be recruited for these hours. Diane Gerhardt and Dawn Lemme will be •
interviewing potential Title V participants on April 30th.
PROPOSAL: 1
* Carver County Title V participant(s) be utilized for 25 -30 hours 1
per week to staff the answer line.
* Volunteers selected by the city of Chanhassen be utilized to staff 1
the remaining 5 -10 hours per week plus any time the Title V
participants are on vacation /using sick time. 1
* Carver County would also recruit & refer potential volunteers to
the city of Chanhassen.
* The Senior Linkage Line Coordinator would have responsibility 111
for scheduling hours of both Title V participant(s) and volunteers
as needed to cover the hours of operation. 1
BENEFITS 1
* Fewer volunteers needed to recruit, train, and retain
* Greater flexibility in scheduling of hours of volunteers
* Scheduling of volunteers/Title V with one person rather than 2
agencies 1
1
April 28, 1993
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