3a. Approval of 1994 Contract for Senior Linkage Line1 MEMORANDUM.
1
1
1
3 oL,.*
CITY OF
CnANHASSEN
690 COULTER DRIVE • P.O. BOX 147 N 937 5739 MINNESOTA 55317
(612) 937-1900 FAX (6
TO: Don Ashworth, City Manager
FROM: Sharmin Al -Jaff, Plan
DATE: February 8, 1994
Action by Cib Administretor
6ndo v" 1 UFi
Modifie -
— 1 -ted_
Dat a - _
Dote Submitted to Commissia
DVA Submitted b Cound
-iy -9th
SUBJ: Contract Renewal Approval of Senior Linkage Line
Council approved a contract between Carver County, the City of
On October 11, 1993, the City PP
Chanhassen, and Senior Linkage Line..
eration, Or ganized by Senior Resources
The Senior Linkage Line is an information and deferral op g Program on Aging. The Senior Linkage Line
—iized by the Metropolitan Councils
<. . , *' information and referral services for seniors in the west
a network of sites offering
The program provides services county wide and the senior population in Chanhassen
ra.
yc, .pied a need for this service. Staff worked with the 1 county and the Senior Linkage Line to
establish the service and it has been operating since June ,
The Linkage e Line has been receiving calls for chore and housing services amSeniorher requests
for
Consequently staff has begun wonting with Mid Minnesota SAIL Project
Inde endent Living), a program providing services to allow S a encies citizens
ill attract v odors their
P
homes. The cooperative efforts and publicity between a� be able to refer clients to a
currently provide these services. The Senior Linkatg ns rece><ved by SAII. c. SAIL will be Line
variety of new vendors obtained throug app _ .::.
responsible for all liabilities associated with the vendors.
for the month of January
Please note the variety of requests on the `attached phone call summary increasing. Seniors, as 11
to the Senior Linkage Line. The number ofh wig the services that SLL offers them in
well as agencies in the county, are becoming. -
terms of research and help, and they are using the service.
Therefore, approval of the Senior Linkage Line contract i s se the for SA need Corps to
be effective in this county and for seniors to efficiently
J
1
L�
Don Ashworth
February 8, 1994
Page 2
As per the contents of the attached contract, the county is responsible for 25 -30 hours of staffing
time through the Title V program, recruiting volunteers, and reimbursing the city a budgeted
annual amount not to exceed $10,462.00. The city is responsible for providing space, telephone
and office equipment, and hiring and supervision oc c ooperative venture as all taff, and these facilities T he city is not incurring any additional costs in this p ort Senior Center functions.
equipment are dual purpose an d are otherwise available to supp
Attached you will find a copy of the 1994 contract betweenecity, t hates � a l re ady endorsed
Line /Senior Resources that will be used i continue the p approval to enter into
by the county. The Senior Commi ssion directed staff to seek City Council app
the contract on behalf of the city.
RECOMMENDATION
Staff recommends that the City Council direct staff to en er into a contact Linkage with Carver County
and Senior Linkage Line /Senior Services to operate the Senior
F]
Senior Li kale Gila r... == Monthly Total of Calls:
Monthly Total of Requests: oZ
th /Year
e- C �u
Follo : M1
:lationshi of caller to Client:
Case
Not needed
Caller Caller refused
Protective Services
—�— Appropriate referrAvered
:lf
: lative
Chore /Housekeeping
Counseling /Mental Health/
Found service thro Spouse
Chemical Dependency
Disabilities (blind, deaf,
SLL
Follow -up pending
Child
medical equipment)
Referred to other
available
Grandchild
Employment
Financial Assistance/
No known resource
Specify:
Income Maintenance
Sibling
Friendly visiting /
�_
Other -- 1---
Companionship/Re
Housing (assis living, sub-
nursing)
sidized, foster,
Friend
Insurance /Medicar
Complaints
Legal /Consumer
Agency
Medical /Prescripti
Ombudsman /Advocacy
Other
Nutrition
Recreation /Educati /
6
Unknown ---
Senior Ctr /Defense Drivin Number of ag enciea receiving
Adult Day Care
referrals
Support Groups
R eferred to SLL BV:
Tax Assistance
Friend /Family ---
Telephone Reassurance/
Lifeline - Monitoring
'
3 Coordinating OFFICE USE:
Agency sponsoring
Transportation
calls this year
local SLL
Volunteerism
Total Number of
Agency /Church /Cli
Knew name of the ayl
to date:
P.R. Q
I Print _.12_ Resource Fair
wanted address/p
other Requests
requests this
Presentation
Total Number of
year to date:
Other
Linkage Line
L r.
re Locator
COMMUNITY SOCIAL SERVICES
GARY BORK
Director
February 3, 1994
Sharmin Al -Jaff
City of Chanhassen
' 690 Coulter Dr.
Chanhassen, MN
Dear Ms. Al - Jaffa and the
' u will find the memorandum of understanding between Carver County
Enclosed you a Vi This is a renewal for 1994.
City of Chanhassen, and Senior Link ag
original for you to sign where indicated and return to me, and also a copy
I have sent the
for your records. Please return the signed original to me at the following
of the agreement .
address; C Community Social Services
. . CARVER COUNTY COURTHOUSE
600 EAST 4th STREET, BOX 7
CHASKA, MINNESOTA 55318 -2191
PHONE: 361 -1600
• TDD: 361 -1673
FAX: 361 -1581
COUNTY OF " EQ
55317
Carver ounty
Sue A. Johnson
Courthouse, Box 7
600 E. Fourth St.
Chaska, MN 55318
I would
also like to ask you to fill out the enclosed Fact have Sheet. led. This you are
i a
vendor, but I would like the information � thlefdu urehTha� you. is
s impl y for my file to expedite c o
Sincerely,
n
Sue A. Johnson
Office Services Supervisor
' SAJ
Encl.
RECEIVED
,t E o __ 1994
C CY OF C iHAN r 6- -y
Affirmative Action/Equal Opportunity Employer
Printed on Recycled Paper
Contains Minimum 10% Post Consumer Waste
oo r tZ CO I'
SENIOR LINKAGE LINE NETWORK/SENIOR RESOURCES
MEMORANDUM OF UNDERSTANDING
This memorandum contains understandings betWe by o f a Metropolitan Council Program
(Provider) and Senior Resources, an organization a uthorized
on Aging to develop and coordinate the Senior Linkage Line seniors in Network, a network
Metro areaes offering
information and referral Services concerning services f
This agreement begins on January 1. 1994 and terminates on December 31. 1994
Now, therefore, Senior Resources and the Provider agree as follows:
I.
2.
SERVICES TO BE PROVIDED
A. The Provider will operate the Senior Linkagel n e ( S L) sit members telephone servic
information and referral service for older adults,
providers and others needing service information.
B. The Provider will utilize the computerized
resource he terms provided
the agreementt between
Minneapolis Area's First Call For Help
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.
OPERATIONS OF THE SLL SITE
I
A. The Provider will operate the SLL site at Chanhassen Sr. Citizen Center serving ,
Carver County.
B. The Provider will staff and operates h but site
not obligated o, operate n holidays '
through Friday. The Provider ma
observed by the Provider's agency or organization.
C.
The Provider will provide resources for ongoing operation of its SLL site These
a
to t ,
resources include but limited
supplies, provision
aff and/or volunteers to answer the
computer, phone an p hone line, '
SLL line, and supervision of the site.
D. The Provider will follow the National rta providing information and referral
attached. A
services. A copy of the standards is '
u
3 RESOURCE INFORMATION
i
A. The Provider will use the resource ill be updated Tw d i perioda c ally by ng
' First Call for Help (FCFH). This file
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.
the
' B. The Provider will not, under any circumstances, on or to any other organuzation Doing so
SLL site to any other part of its organize
would be grounds for immediate termination of this agreement and revocation of the
nited Way
' resource file from the agency. Ile
Call for Help file is the
property of the
used only for Senior
of the Minneapolis Area's First
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 rvices for
' which may not be included in the FCFH resource file and will be reppo s
informing FCFH of these services as well as additions or changes in those services.
' 4. 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 form ell to
visits, providing technical assistance, consultation, and advocacy as
requested by the Provider.
C. Senior Resources will hold periodic meetings of staff from SLL sites to exchange
ideas and address concerns related to the program.
' 5. PROMOTION
A. The Provider will assist in implementing the SLL sites will be welcome if designated
Promotes
' Resources. Additional promotion for individ ual ites
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
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.
r
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 17
Senior Resource
2021 East Hennepin Ave., Suite 130
Provider
B
l
_Tracy- . Swanson, Chair
Carver Crnintjz
Its: Board of Commissioners
Date:
By:
Date:
F
F I
r
n
I
�J
1
Attachment I
National Standards for Information & Referral
STANDARD I: 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:
I. 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 Angeles Info-Line Taxonomy, rathe modif ica tion han devise
or the Loss A a
ng
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.
LFUNCTIONS OF THE
I &R SERVICE
Functions that shall be performed bT the
S'T'ANDARD 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:
I. 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
1
• Hours and days of operation
• Services provided
• Eligibility requirements and intake proce-
dures
• Arra served
• Branch offices
• Known barriers to accessibility (e.g.. not
located on a bus route) and restrictions on
facility use
• Auspices
• Fee structure
• Name and title of intake worker(s)
2. The profile also may include:
• Documents required by the organization for
application (such as birth certificates)
• Cost of service (the phrase `sliding scale
may be sufficient)
• Length of 'time on the organizations 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 affili-
ated but whose title or acronym does not
indicate this affiliation
3. The I&R service shall publish criteria for the
inclusion or exiusion 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-
tions included in the system (including all related
acronyms or abbreviations) and shall Include a
rrfermce to the more detailed information con-
tained in each organization's profile.
5. The resource flies shall contain a service -
category or problem - category file with vacnstve
cross- references.
6. 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 totafry updated, at
least annually. either by surveys or on -site visits
to organ=tions listed in the file.
*s
9. A procedure shall be in place to determine
accuracy of referral source listings to avoid
liability.
STANDARD 3: INgUIRER 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 inquirers' 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 indtvidual for whorn services are
sought if other than caller
• Problems presented by inquirer and
problems as assessed by bzIned staff or
volunteer
• Service needmi— organizations to which
inquirer was refers•. -d
i
L
n
1
M • Nature of request ti•e•• information or
referral(
• M e ts:od of contact with I&R service Getter.
telephone. walk er.
Deferral source to I&R service (newspap
TV. friend, etc.) whether client
' Follow -up results. including
received services
• Source of income
i STADARD 4: DATA AXALY51S AND
RgpORTING
The I&R service shall establish and use datat_ that
atic method of collecting and organizing P lannin g activi
provides support for communi rt hall consist of
' ties and advocacy. This support
statistics. data analysis. and relevant docunlenta-
tion on service use. charac teristics- unmet
d ��.
needs, gaps• and p b��
Criteria:
1. The I&R service shall be responsive to specific
requests for data to support community Planning
' functions and advocacy.
Z,. The I&R service shall be responsible for
compiling rely data for community planning
needs and advocacy as outlined under the data
collection section.
3. The 1&R service shall offer its lyses ana and
assistance to zelcvan�decision l makers e�Cee
assessment and p
' delivery and advocacy.
STANDARDS-. TRA>KG
The I&R service shall provide training available to
paid and volunteer staff-
L
Criteria:
1. The I&R service shall provide training for staff
and volunteers.
Z. During orientation it shall � a function
and volunteers of the role. p
of the I&R serv the
struc and policies Oj .
a nd the adminis
the service.
g. Training for the I&R specialists shall include:
• pre5ervice training in interviewing tech-
niques and attitudes: listening skilLg:
communications: proper telephone usage:
a.,,-ssment techniques: infomtarion- giving
and referral procedures: follow -up: data
recording: maintenance of records: org=-
zation of the classification system: use of
resource fL'es. and techniques for handling
calls from lonely. suicidal. despondent. or
any inquirers.
•
O training which requires a
sequential program of increasing levels of
responsibilities in handling inquiries
(beginning with observation and ending
with full responsibility for handling inquir-
ers(.
• training focusing on refining and
up s g staffs 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 inquirers needs. and use
of services-
4. An I&R service shall arrange for reg
professional consultation staff does not have the
the services sup
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 avai'...ble 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
y ellow -page lisangs)
• Displays
• printed materials such as brochures.
posters, telephone stickers. and business
cards.
3. The 1&R service operating as part of a larger
organization shall coordinate its publicity and
public- relations activities with those of its
sponsor.
4. I&R services shall publicize their services to
special -need groups in the community. such as
foreign language groups or the vLsually impaired.
5. The I&R service shall encourage other com-
munity services to promote and use I&R
resources.
6. MR services shall use all publicity techniques
as frequently and regularly as resources permit.
7. The administrator of each I&R service shall
evaluate the effectiveness of its promotions.
8. Staff (paid and volunteer) shall improve public
relations by communicating regularly with
community- service providers. government oiO-
cials, 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 I&R services. community
agencies. and similar organizations to avoid
'
duplication and to encourage service integration.
2. it shall cooperate with other I&R services to
publicize information and referral availability
,
through a variety of media.
3. It shall provide to the client. at little or no
cost, irnmediatc. direct client access to the I&R
,
specialist.
4. Groups and individuals that have special
,
needs shall have barrier -free access to an appro-
priate I&R service.
5. An I&R service that focuses on special groups
,
shall refer inquirers to a generic I&R service or
another specialized I&R service when appropriate.
6. The I&R service shall, upon request, act as a
resource and offer consultation to organizations
on available community resources.
'
7. The I&R service may make information on
community - resource systems available to public
and private organizations through contracts or
'
other working arrangements. This information
may be supplied through consultation. training.
workshops. seminars. telecommunications.
'
directories, data banks. or bulletins.
L
i
1
S' ANDARD 8: INFORMATION G111MG
, ,be I&R service shall provide i about
human services to inquirers. This information
can rye from a limited response (such as an
organizations name. telephone number. and
address) to detailed
data
e'cpula���° a group
serv ice systems ( for a p^�cur agency).
intake system Works f lication.
a g en cy policies. and procedures PP
' critr_r3a:
1. I shall be given accurate and per'
vent information.
Z. The 1&R servi
ce shall encourage the in
to call back if the inforznacion proves ineorrrn:ct.
=ppropnate. or insuffident to link them with the
needed services.
CLIENT SERVICE
DELIVERY FU NCT1O S
Functions essential for p
information an ment of need and a b
individual assess end
of information, referral, and advocate
support, in order to link the person to the
appropriate service.
STANDARD S: RFFFRRAL GIVING
T 1&
he R service shall provide referral services for
inquirers. These consist of assessing the needs of
the inquirer. evaluating appropriate resources.
indicating organizations caPablc of meeting those
needs, helping callers for whom services are
unavailable by locating alternative resources. and
actively participating in linldng the inquirer to
needed services.
criteria:
1. 'Rained 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 organi741tions that provide the
necessary services.
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 obtaining a needed service when they cannot
effectively represent thunselves or when they
have a complaint about a service.
STANDARD 10. FOLLOW-UP
I&R services shall follow up referral cases to
determine the outcomes. Additional assistance in
locating or using services may be necessary.
Criteria:
1. Follow -up shall be carried out in referral
cases. -
2. Follow -up shall consist of contacting the
organizations to which a referral has been made.
and /or contacting the inquirer to find out if the
service is being provided and if the inquires is
satisfied with the I&R service
3. This follow -up information shall help correct
resource file information that may be incorrect.
4. If service has not been provided, the I&R
service shall document the follow -up results so
that it can intervene and use the information in
making future referrals.
STANDARD 11: ADVOCAMINTI RMMON
The I&R service shall offer advocacy on behalf of
an individual or a group of individuals when
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:
on behalf of
'
• INDIVMUAUS}— Intervention
an individual to assist in establishing
eligibility for and in obtaining a needed
service when individuals cannot represent
,
themselves effectively. Individual advocacy
efforts seek to meet Individual needs
without attempting to change social
institutions.
GROUP(S)— Intervention on behalf of a'
group of individuals (including organiza-
tions and service providers) to obtain a
change in the availability of deltvery 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. ,
FJ
I
10 ,
1
1
11
111. ORGANIZATIONAL
STRUCTURE
Structure under which an 1 &R service
must operate.
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 corporatlon'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
civil 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 rmpon-
sibilities.
STANDARD 12: AUSPICES
The auspices under which the I&R service oper-
of I&R goals.
ates shall ensure the achievement
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
shall include but not be limited to:
corporations
• A statement of the governing body s re-
for formulation and ample-
sponsibility the
mentation of general policy
'
• A definition of goals. purposes. and objec-
t tvcs
• A definition of the scope and area of service
. gualifleations for membership to the
governing body
• procedures for selecting members of the
'
governing body
• Terms of oMce for members of the govern -
ire body
11
111. ORGANIZATIONAL
STRUCTURE
Structure under which an 1 &R service
must operate.
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 corporatlon'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
civil 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 rmpon-
sibilities.
CI- U, AClERlsT1C5 —The membership of the
governing body shall:
• Be broadly rcpmsentative of the geographic
area and shall include representatives of
constituent groups within the service arm
a . 9 well as professionals. business. labor.
government. education, 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 reirnbur°,ed for out -of- pocket costs
incurred.
RESP0NSIBnn7,S—The goven:ing body shall:
• Formulate policies to ensure coordination
among I&R providers:
• Provide for an annual evaluation of WR
activities: .
• Promote the I&R system throughout the
community.
• Assist in procmfng financial and technical
assistance for the service:
• Be responsible for contracts. for adopting
aid 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 party can inspect;
• Be responsible for establishing and imple-
menting appropriate publicity, public
relntiomq. and marketing:
• Determine. with staff. the range of indi-
vidual and program intervention appropri-
ate for persons seeicing help from the
service: and
• Prepare, with the staff. an ongoing program
to use I&R e:cperienee to support commu-
nity pi< nning. :ending. coordinating. and
delivering health and social services.
3. The advisory committee of the incorporated
non - profit semicc shall have certain characteris-
tics and responsibilities.
CHARACI'ERIsIICS —'Ihe 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.
RESPONSIBUMES —The advisory committee
shall:
• Advise and assist the governing body in
formulating policies and practices:
• Advise and assist the governing body to
coordinating services and cooperating with
other I&R providers:
• Advise and assist I&R staff in formulating
and implementing 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
governing body.
Id:R services that are functions of federal.
state, or local government shall h®e the
foIlou ing rharneteristk3 and responsibiiities.
4. The advisory committee of a service that is a
function of a federal. state. local government. or
intergovernmental organization shall have certain
characteristics and responsibilities.
CHARACTERISTICS —The membership of such an
advisory committee shall:
• Be broadly reprzscntattve of the geographic
area and shall include representatives of
constituent groups within the service area.
as well as professionals. busines& labor.
government. education. volunteer. civic
groups. and human - service consumers:
and
12
J
n
1
- I
1
. e without pay and accrue no financial
on the
benefit as a result of However, me mbership tubers
a dviso ry committee. However,
may be reimbursed for out -of- pocket costs
incurred.
' RFSP0NSI5ILrrff the advisorY committee
shall:
Advise and assist the governing bodies in
formulating policies and practices: and
• Assume other duties as delegated by the
governing bodY-
ST11I'IDARD IS: SfAIrF
I&R service staff shall be compctcat. ethical.
t qualified. and sufficient in number to implement
yeivicc policies.
Critert= .
'rile I&R administrator and service staff s all have
certain responsibilities, duties. and qualifl
1. Administrative responsibilities include the
following:
SERVICE ADMIIdStRA'nON
. Formulating annual service goals. ob�ec-
tives. and woric -PLIM. of full -time. part-
. Determining the number: to meet
fi and volunteer staff nec-'essarY ent
the standards a nd criteria' to imp
the policies of the governing body
and to
carry out the duties of the I&R staff:
wing that all corporate policies are
• implemented and maintained:
p the annual budget based on an
assessment of the current and projected
needs of the service and the information
' and referral needs of th mm with n the
providing the governing body
information necessary for service evalua-
tion: complies
. Ensuring that I &R service delivery
with accepted standards:
overseeing office space and facilities.
including the phone"tems and answer
ing service: state.
1 . Encouraging participation in local•
and national professional organizations:
• Developing and maintaining a rrcord-
keeping and reporting system which
adequately with ci sconfidential- whil client cont
complying
s tandards of
ity. and
Ae3aisting in securing adequate financing
for the service.
STAFF SUPERVISION
Selecting the staff. describing staff duties.
and implementing personnel policies as
established by the governing body
• providing for continuing staff orientation
and training:
Supervising 1&R staff in formulating
workplans. orgwlwng and assigning tasks•
Implementing programs. and monitoring
output:
p�ding for quality staff supervision and
mutual personnel evaluations:
Provides insurance protection for the
service staff: and
• Contracting for necessary techrileal -
tanee and temporary staffi
VOLUNTEER RELAMONS
Designing and admintswfng a Progr - = for
volunteer management. including recruit-
ment. screening. supervision fig.
recognition. evaluation and development:
and
Staffing volunteer MR committees-
COMM[JN1TY P AMONS
• Establishing and administering Ongoing
public education programs on I&R avail-
ability and value to the community:
• providing service - generated statistical data
for di upon request and
. participating in professional organizations
and conferences directly related to informa-
tion and refer,..'.
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:
overseeing the publication of directories or
other materials:
• Formulating, administering. and participat-
ing in Mource data collection. storage and
13
retrieval systems. service identification
system. and client data systems and
• participating in regional planning and
scrvic a coordination for information and
rcfmdl.
2. Service staff responsibilities shall consist of
• Maintaining an up -to -date resource file:
• providing adequate information and
refeTTal to all inquirers while respecting
their confidentiality,
• Following up on all referral inquiries and
on other inquiries as needed:
• Intervening what necessary to crake
needed services accessible to all persons:
• Collecting data on inquirers and maintain-
ing confidential. accurate. and up-to -date
records: and
• Contributing ideas and communicating
new information to colleagues.
3. Administrative qualifications shall reflect
optimum standards of.performance in carrying
out policies. supervisory responsibilities• and
delegated dunes. 'These duties and their perfor-
mance standards shall consist of:
• Working with the governing body or advi-
sory committee to operate within pre-
scribed guidelines, to communicate effec-
ttvely (orally and in writing). and to rtlate
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 clarify job roles and
lines of communication:
• Training and supervising the staff by
providing competent staff supervision.
necessary consultation services. and an
appropriate braining 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
s statement of the activities and
scope of the service:
— Developing and using necessary record-
keeping and reporting systems that shall
be evaluated annually:
VOLUNTEERS
'
— Maintaining an accurate resource file of
organizations and services. and
— Having enough technical cq>crtise to
!• ,
handle automation of service.
1. The I&R service shall consider volunteers as
i
4. Service staff qualifications shall ensure that
the staff is competent to support the policies and
.'
procedures of the serviec melt relevant
performance standards. Their duties and perfor-
mance standards consist of the following:
'
• providing adequate information and
referral to all inquirers, which requires:
-- Responding 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 thdr problems to provide
appropriate referral:
'
—Using the resource file effectively,
Keeping inquirer information confiden-
tial:
-- overcoming existing communication
barriers (i.e., hearing impaired. foreign -
language speakers): and
,
Acmrately 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 inquires.
VOLUNTEERS
'
STANDARD 14:
The I&R service shall involve volunteers to en-
hance the programs service delivery.
!• ,
criterbL
1. The I&R service shall consider volunteers as
unpaid staff members.
2. The I&R service shall screen volunteers and
select those capable of performing essential
duties.
3. It shall provide volunteers with written job
'
descriptions outlining needed skills, duties to be
performed, and lines of supervision and commu-
nication.
4. The I&R service shall designate a coordinator
of volunteers.
re
L
n
I .
s. The I&R service shall prorntidc orientation and
refresher training when necessary to stimulate
and increase volunteer skills.
6. The i&R 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
irmoance protection.
10.7be 1&R service shall recognize volunteers for
their support. time. and effort-
STANDARD 15: FMANCING
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 Standards of
Aacounang and Reporting for Vohmm y Health and
Welfare Organizations.
3. The administrator, with the support of the
board and advisory committee. shall maintain
t�
proper financial records, draw up an annual
budget. project future needs. explore and encour-
age financial development and support for con-
tinuance of the program, and participate in saving
resources to avoid duplication and to cut costs.
STANDARD 16: FA EL TMS
I&R services shall provide facilities which allow
them to operate adequately.
Criteria:
1. The MR service shall provide enough space to
ensure confidential interviewing.
2. The I&R service shall equip its offices with a
telephone system that Incorporates the most
recent cost - efficient and effective technological
developments.
3. The I&R service shall equip its offices with
sufficient desks. tables. chairs. supplies, and
locking Sling cabinets.
4. The kkR service shall use offices free of
architectural barriers to the physically handi-
capped and the elderly.
S. If the I&R service is designed to serve walk -
ins, the office shall be accessible by public trans-
portation. have available parking, and be near the
population the program is designed to serve. .
6. The I&.R service, if not available on a 24 -hour
basis, shall provide for an answering system
when staff is not present to provide callers with
the number and office hours of an organization
that will provide service in an emergency.
STANIIARD 17: COOPEREi"I= PROGRAM
DEVELOPMENT
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. existing Tesources'
and activities of other I&R services.
Criteria:
1. Fach 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.
4. The I&R service shall participate in wdssting
cooperative 1&R efforts.
8. It shall serve as a catalyst for new cooperative
scrvice arrangements.
IV. COOPERATIVE
RELATIONSHIPS
Responsibility of the I&R service to the
1 &R system.
8. It shall participate and assist in the decision -
making process on I&R issues.
:STANDARD 18: COOPERATIVE DECISION
MAKMG
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 -
twined development of funding sources.
Critariw
Methods to promote cooperation shall include.
but not be' limited to, the following:
1. The I&R service shall identify policy
decisionmakers (formal and informal) and all
possible sources of funding (actual and potential).
2. it shall formulate collective policy recommcn-
'
dations and implementation strategics.
3. It shall develop strategies to ensure and
,
encourage current continued. and future sources
of funds.
17
'
t
u
Ll
1
1
L --I
4 - . _ ... .. .. _ i -- . _ -.--
4. The I&R service shall establish and maintain
relationships with pollCymakers and fenders.
5. It shall communicate Policy commendations
to appropriate audiences.
6. It shall participate in community P
efforts. u_ g r - i t referral data.
STANDARD 18: COOPERATIVE FUNMONIAL
ARRAN
Where an MR service is a part of an I&R system.
it shall establish and maintain formal . a nd infor-
mal cooperatrie arrangements with other I&R
services to minimize duplication and improve
service delivery.
Czitosiw
Areas of c ooperation shall include, but not be
limiLed to, the following:
1. Classiflc Lion System
• Each I&R service shall use a classification
system based on standardized service
terminology and each I&R system shall
adopt and use a single classification
system.
2. Resource File
• Each I&R service shall cooperate in main-
taining comprehensive. accu mte. and up-
to- date information on available commu-
nity health- and social- service re
• Each I&R service shall appropriatly divide
information - gathering tasks and oversee
the regular and systematic exchange of
resource file information.
3. Inquirer Data Collection
Each I&R service shall cooperate to identify
c h a nging community needs and to respond
to them in a timely and appropriate
fashion.
• This cooperation shall be regular and
frequent to ensure immediate respon-Se t . o
suddenly changing community n eed s
special outreach efforts to the recently
unemployed. victims of natural disasters.
etc.).
4. Data Analysis and Reporting for Planning
• Each I&R service shall cooperate to deter-
mine service gaps, duplications, and other
uiadequacies in available health and social -
resource Bern "ccs -
• All I&R services shall share the systematic
collection and comprehensive
es� analysis of
data. and'shall provide
community planning bodies and
policyrnakers.
5. Training
Each I&R service shall cooperate to provide
training and consultation for both I&R
per
�nnel (paid and volunteer) and the
personnel of other related public and
voluntary agencies.
• All I&R services shall cooperate in semi-
nars and training activities. and oxhange
current information on IBtR services.
6. Public Relations and Marketing
• All I8ER services shall coordinate their
publicity. public rc rations. and marketing
to intensify general awareness of informa-
tion and referral.
• This coordination shall emphasize the
availability, quality, and need for commu-
nity IBrR services.
7. Access to Service
• The I&R service shall cooperate to make
information and referral available to
everyone in the community.
• It shall encourage cooperative service
arrangemen such as after -hours coverage
and linked telephone systems.
• It shall e.�cplore innovative methods of
delivering comprehensive I&R services.
STANDARD 20: COOPERATIVE
ADMMSTKATM PROCEDURES
Where an I&R service is a part of an I&R system
it shall use appropriate administrative procedures
to implement cooperative arrangements.
Criteria:
procedures may include, but are not limited to.
the following:
1. MR services may use cooperative funding fes for
such as subcontracting, subscrip
service arrangements.
2. They may share facilities and equipment.
3. They may share sGaff (paid and volunteer).
4. I&R services may share accounting. legal.
purchasing, and management assistance.
18
it
GLOSSARY
0
F ',
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. 9nancial.
or psychological barriers to service.
Adequate provision of Services: The perfor-
mance by the service in meeting the needs of all
inquirers consistent with the National Standards
for Information and Referral.
Advocacy /Intervention Qndividual): Intmven-
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 efib s seek
to meet individual needs without attempting to
change social institutions.
Advocacy/Intcrvzntion (Group): intervention in
behalf of a group of individuals (including organi-
zations and service providers) to obtain a change
in the a%Tdiahtlity or delivery of essential human
services.
19
Area of Service: The primary geographic area
within the MR system.
Asaeaament 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.
C lnsiflr * tjon Sy 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 information.
Essential Human Services: Thosc services that
help inquires meet basic needs of food, shelter.
and physical and mental health.
Evaluation (program): A systematic promos of
reviewing service provided by an agency in
P
L
1
relation to its objectives and standards in order to
improve overall operation of the I&R system.
Evaluation (SIAM: A systematic process of
reviewing the work of individual staff members of
the Information and Wen Service in accor-
dance with their job descriptions to provide
feedback on the individuals' performances and to
maintain a high level of q uality in service delivery.
Applicable to paid and volunteer staff.
Follow -Up: A process of contacting the inquirers
and the organizations to which they were referred
to determine the outcome of the referral. Addi-
tional assistance to the inquirer in locating or
using needed services may be a part of the follow -
up.
Information and Referral: An organization Or is
part of an organization whose primy f
to li people in need with the appropriate service
designed to eliminate or alleviate that need
Intonnat ion Giving: the process (carried out by
a paid or volunteer staff person) of providing basic
and detailed information to the inquirer.
1nf n=t3on 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-
Informatdon and gefrrral $Yrte=: The struc-
ture and process Urildng people in need with the
appropriate resources within an area. Tee I&R
system invohes relationships among national.
statmvide, regional. local. speciali7ed. and generic
1&R services. - Ihcse relationships are character-
ized by a high degree of integration. collaboration.
and cooperation among MR services.
I nqu i rer . Any person or organization seeking
assistance from the system.
Intervention: A special service provided for
clients when the agencies that indicate they
provide the services fail to provide them. Also
known as advocacy.
Referral Giving: The process of assessing
inquirer needs and suggesting appropriate
resources. Active participation in linldrrg the
inquirer with needed services may include the
paid or volunteer stab's scheduling of appoint-
ments. three -way calling. or negotiating for the
inquirer-
Resource FUe: An organized. doss - indexed ffie
of information on services and programs in the
area covered by the system.
Service: The WR program.
Stuff: All personnel, paid and volunteer. needed
to support and carry out the intent of listed
standards and criteria.
volunteer. An unpaid individual providing
service or advice.
20
Attachment I1
COUNTY OF CARVER AND CITY OF CHANHASSEN
MEMORANDUM OF UNDERSTANDING
in the
This memorandum contains understandings between u and o refenal services seniors�in
operation of the Senior Linkage Line, an information
County.
This agreement begins January 1, 1994 and terminates December 31, 1994.
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 of termination.
By ' By
- Tracy . Swanson,-Chair
ary r o�nt .
oar c _ o sioners
Date _
j
1
Date
M r M M r M M= M M = === r m r' lam'
Attachment IIA - County of Carver will be responsible for the following:
SENIOR ANSWER LINE
Proposed Budget
LINE ITEM
Personnel
Telephone
Mileage
Office Supplies
Printing
Postage
r. Office Rentals
te r,
m Equipment
1993
1994
BUDGET
5100
6630
1182
1182
500
500
800
300
1000
1000
850
850
0
0
0
0
EXPLANATION
Use City of Chanhassen Staff (Rate $12.75 per hour @ 10 hours per week)
Toll Free 1 -800 Number ($174 installation, $45.00 per month, 3 hours per month @$1
One 30 mile round trip per week (@ $.28 per mile)
Total
9932 10462
Mailing to each senior the first year
No Cost - City of Chanhassen
Computer, Desk, etc. - City of Chanhassen
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.
Attachment II -B
In regards to the proposed Senior Answer d p for
order v to be a part tt he Senior of Line
to provide the following equipment a help i
Program.
Computer Equipment We already have a computer in the Senior Center.
Supplies For the Chanhassen site, we can provide paper, pens, desk, copies, wastebasket and
file space.
Telephone Equipment We have a phone already installed, and the city will pay the cost of
the Chanhassen service.
Promotion We can provide local advertising through the Chad s additional county
newsletter, etc. However, Carver County will need to p
promotion.
Staff/ Volunteer Time We would noon on Monday through Friday; however, from 2:00
site phone from 9.00 a.m. until 12:00 n
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.
SENIOR LINKAGE LINE STAFFING
Beyond h i Senior Linkage Line Coordinator, a need exists to
eyo d t e duties of the Sen o ge ,
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.
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:
* Carver County Title V participant(s) be utilized for 25 -30 hours
per week to staff the answer line.
*
Volunteers selected by the city of Chanhassen be utilized to sta ff
the remaining 5 -10 hours per week plus any time the Title V
participants are on vacation /using sick time.
* Carver County would also recruit & refer potential volunteers to
the city of Chanhassen.
* The Senior Linkage Line Coordinator would have responsibility
for scheduling hours of both Title V participant(s) and volunteers
as needed to cover the hours of operation.
BENEFITS
* 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 -
April 28, 1993