In order to ensure the provision of services in sufficient numbers and with reasonably convenient access by older persons, the area agency on aging must:

1. (1) Establish and maintain a centrally located I & A telephone service which has:

   1. (A) A widely advertised toll-free and telephone devices for the deaf (TDD) telephone number or numbers;
   2. (B) A staff of employees and/or volunteers trained to give accurate information about services, benefits, and available resources through response to telephone, mail, and walk-in inquiries;
   3. (C) A continually updated resource file of services, benefits, and other resources available to older persons in the area agency on aging planning and service area, including the eligibility requirements for such benefits and services;
   4. (D) A list of translators and interpreters available to assist non-English speaking and deaf clients in obtaining information about and referral to services, benefits, and other resources for which they are eligible;
   5. (E) Procedures to protect the confidentiality of information about I & A clients, which include the provision of locked files for client information; or

   6. (F)

      1. (i) The option to contract with a local service provider to provide I & A services.

      2. (ii) However, the area agency on aging must provide:

         1. (a) (a) Widely advertised telephone and TDD access numbers for complaints and case management;
         2. (b) (b) A list of translators and interpreters to assist the non-English speaking client; and
      3. (c) (c) A regularly updated resource directory.
      4. (iii) Please refer to 20 CAR § 430-2006 for contract requirements;

2. (2)

   1. (A) Publish during the first year of the area plan cycle an updated resource directory that is available upon request to any interested party.
   2. (B) A copy of the current resource directory will be placed in each senior center.

   3. (C) The resource directory must contain:

      1. (i)

         1. (a) (a) The names, addresses, and telephone numbers of the agencies and satellite offices providing services and/or benefits for the elderly in the planning and service area.
         2. (b) (b) The directory should indicate where potential charges may be involved in the provision of a service; and
      2. (ii) Category sections for the most frequently requested types of services: housing, Social Security, employment, home health, Medicaid, etc.;

3. (3) Ensure access to information and assistance services by older persons in the planning and service area through the requirement that senior centers and provider agencies will:

   1. (A) Have available a copy of the most recent area agency on aging resource directory and Public Benefits for Arkansas Seniors for use by program participants;
   2. (B) Display current information regarding available programs and benefits, preferably on a bulletin board;
   3. (C) Prominently display the area agency on aging toll-free and TDD telephone numbers, identifying these numbers as the place to call for information about services and benefits not available at the center or agency; and
   4. (D) Maintain a tally of information calls and a telephone log of referrals provided to center participants and other persons by center and area agency on aging staff;
4. (4) Document the provision of required annual training for I & A staff and area agency on aging providers;
5. (5) Participate in regional inter-agency councils, Unified Community Resource councils, and other information sharing organizations and coordinate with other agencies providing services, benefits, and opportunities for seniors in the planning and service area;
6. (6) Disseminate current information on the availability of services, benefits, and opportunities for older persons to area agency on aging staff and service providers;

7. (7) Advertise services through:

   1. (A) Local news articles;
   2. (B) Radio and TV shows;
   3. (C) Public service announcements;
   4. (D) Flyers;
   5. (E) Speeches to local civic and church groups; and
   6. (F) County information fairs;

8. (8)

   1. (A) Maintain records of requests for information by telephone, letter, or in-person and a telephone log of referrals and follow-ups to referrals.
   2. (B) A tally sheet of calls and telephone log of referrals and of follow-ups done is the minimum requirement.
   3. (C) It is recommended, but not required, that the service maintain a record of the type of calls received and of gaps in services.
   4. (D) Sample records are provided in Attachment B;
9. (9) Develop written policies and procedures for the service;
10. (10) Develop and maintain coordinative agreements for inter-agency referrals with organizations and agencies providing services, opportunities, and benefits for older persons in the planning and service area;
11. (11) Meet Division of Aging, Adult, and Behavioral Health Services of the Department of Human Services service reporting requirements;

12. (12) Staff the information and assistance service with trained personnel, preferably a full­time specialist who will be responsible for:

    1. (A) Provision of accurate information in verbal or written form;
    2. (B) The maintenance of the updated resource file;
    3. (C) The revision of the area resource directory;
    4. (D) Assistance in liaison with other agencies providing services and benefits to older persons;
    5. (E) Assistance with the orientation and training of front line telephone workers and area agency on aging service providers in the provision of I & A;
    6. (F) Assistance with the development of area agency on aging policy and procedures for I & A; and
    7. (G) If possible, participation in local and statewide professional associations for professional development and training;
13. (13) Each area agency on aging is encouraged to meet the National Standards for Older Americans Act Information and Referral Services developed from Inform USA and United Way of America standards (see Attachment C);
14. (14) Each area agency on aging is requested to integrate the I & A service into its other services to provide a continuum of access to services for all older persons as they move from self-sufficiency to assisted life in the community; and

15. (15)

    1. (A) Each area agency on aging is requested to develop and utilize a uniform procedure to meet out-of­state requests for information and assistance from long-distance caregivers.
    2. (B) If at all possible, the out-of-state caller should not be asked to call another agency.
    3. (C) Follow-up on these referrals is especially critical for clients whose families live out-of-state.