Building Alliances For Safer Communities
“What’s Working” Webinar
Multnomah County Aging & Disability Services Gatekeeper Program
Presented by - Lynn Schemmer-Valleau
October 2, 2012
• OCTOBER 10: Volunteers Win – Area Agency on Aging for Northeastern Vermont, St. Johnsbury, VT (Rural)The Equal Exchange TimeBank, modeled after TimeBank USA, allows members to post a need they seek to fill or search member posts to find qualified volunteers. Volunteers bank their hours served, earning “time dollars” towards a need they may have or to pass on to someone in need; everyone wins! Register today at www.agingnetworkvolunteercollaborative.org!
• OCTOBER 11: Louisiana Senior Medicare Patrol – eQHealth Solutions, Baton Rouge, LA (State)This program used newspaper “Letters to the Editor” opportunities to inform high functioning, civically engaged seniors about the Senior Medicare Patrol program and to recruit them for our volunteer corps. The effort doubled the number of volunteers. Register today at www.agingnetworkvolunteercollaborative.org!
Upcoming Webinars
Webinar Instructions
• Audio options• Use your computer speakers, OR• Dial in to the conference call • All participants are muted
• “Questions” box• Q&A session will be at the end of
the presentation, but feel free to submit your questions at any time during the presentation. Click on the “+” to pop out the questions box where you can type and submit your questions.
What we will be covering today:
Overview of the Gatekeeper How to develop a programs in your
community Key partners Identifying a “hub” and a lead agency Developing protocols Sharing of information with partners Engaging the business community Sustainability
Q & A
What is the Gatekeeper Program?
It is an outreach effort to identify, refer, and respond to at-risk older adults and people with disabilities living in our community.
Gatekeepers are trained: to identify warning signs to call a Gatekeeper Referral
number and report their concerns
Why does the Gatekeeper program exist?
Linking services with those most isolated in the community is often not successful
There are a number of reasons why high-risk older adults are unable, unwilling or resistant to seeking assistance. Negative stigma associated with using “social services” Pride and stoicism Fear of losing control over their life. Shame, suspicion or fear Financial reasons Mental health issues such as paranoia, memory loss,
depression Lack of information about what services are available
or assistance they may qualify for
Who are Gatekeepers?
Gatekeepers are nontraditional referral sources who come into contact with older adults or adults with disabilities through their everyday work or activities and who are trained: to recognize warning signs and red flags that
indicate an older adult/adult with disabilities may need some help/support
to report their concerns their local Gatekeeper Program
The Gatekeeper Model is a great fit with an Aging & Disability Resource Connection (ADRC)
Gatekeeper Structure Can Vary
Multnomah County Profile Housed in Type B Area Agency
on Aging (AAA) Part of 24/7 ADRC/Helpline Referrals assigned internally
to APS and case managers Referrals also assigned to
senior center case managers All referrals logged into new
ADRC call module and emailed to worker & supervisor
Program been operational for 25 years in Multnomah County
The Multnomah County Experience Ray Raschko develops the first Gatekeeper
Program in Spokane (1978) Human Solutions in Portland started a
Gatekeeper Program with three year grant, covering a geographic area of the County (1987)
Due to success of the program, absorbed by local AAA and expanded county-wide (1990)
Celebrated 25 Year Anniversary (2012) Received Award funding from The Aging
Network’s Volunteer Collaborative under the “What’s Working– Effective Practices” program (2012)
Gatekeeper Referrals in Multnomah County FY11/12395 daytime
Gatekeeper referrals received from the community: 66% of the Gatekeeper
calls were referred to Adult Protective Services
49% of the calls were for people who were NOT already receiving services
Gatekeeper Referrals By IndustryUtility Companies 30%Police/Fire/Rescue 15%Social Service Agencies 11%Anonymous 10%Banks/Credit Unions 7% The balance of referrals (27%) come
from letter carriers, faith communities, housing managers, transportation providers, concerned neighbors, etc.
Gatekeepers are trained to recognize warning signs, red flags and other
reasons to make a referral
Any change in normal routine is
critical.
Typical areas of potential warning signs are discussed during a training: Communication Financial Caregiver Stress Social Isolation Emotional Health Appearance of
the Person Physical
Limitations
Warning signs for people in the field are also covered Home needs repair and/or
is inaccessible Mail stacked up, old
newspapers laying around Strong odors on person
and/or in home Yard overgrown and
neglected Pets neglected and/or
too many pets
What information should Gatekeepers report?
Customer’s name Date of birth or age, if known
or approximate Address Telephone number A brief description of concerns,
observations, what the customer has self-reported or disclosed
Gatekeeper’s contact information
Anonymity and Confidentiality
This topic is covered during a training. It is an important protocol to address as you are developing your Gatekeeper Program. Anonymous: Gatekeeper’s name will not be
tied to the report or shared– total anonymity Confidentiality: Gatekeeper’s name will be
kept private to the client, alleged victim, alleged perpetrator, etc but will be on the report for follow up as needed
After the referral is made…what are some things we can do to help?It will be very important to
develop a simple and varied list of potential “next steps” and ways that your Gatekeeper Program will follow up once a Gatekeeper has called to make a referral.
Gatekeepers always want to know “now what?”
Client Choice
Gatekeepers become concerned when they think that the person did not get help…we are not charged with “solving the problem”. It is important to cover the topic of Client Choice with Gatekeepers.
As an agency we value client choice We follow up on EVERY gatekeeper referral that
is made Does everyone gets help or gets their “issue”
resolved? --NO, they don’t
Not everyone WANTS help.
What else Gatekeepers do to help?
•Donate money – we receive donations through United Way’s Employee Giving Campaign
•Donate time – some Gatekeepers enjoy volunteering for a community agency
•Donate resources – Gatekeeper organizations provide in-kind resources like printing or sponsor holiday gift drives
Key Elements of a Gatekeeper Program
Identification of partners Establishing a lead agency and a hub Having memorandum of
understanding or a working agreement with partners
Development of protocols & triage techniques
Mechanisms for sharing information
Identification of partnersDiscuss with key leaders from community. Interested parties generally include:
•Utility Companies•Police/Fire/Rescue•Support Programs•Banks/Credit Unions •Letter Carriers•Housing •Transportation
Can you think of a group in your community?
Establishing a Lead Lead AgencyAgency & a HubHub Area Agency on Aging ADRC is a great a hub Law Enforcement Community Non Profit Older Adult Mental Health Agency A combined response
Lead Agency can partner with another agency for support like training
Memorandum of understanding or working agreement with partnersAdult Protective ServicesMedicaidSenior CentersAdvocacy GroupsSenior Corps RSVP ProgramMental HealthDevelopmental Disabilities
Protocols and triage techniques and sharing information It is important to know how calls will
be handled. Some considerations are: Will there be a home visit? What is response time? What do you do with after hours calls? How are calls documented and shared? What information is shared with
Gatekeepers? How do your protocols fit with your
agency’s confidentiality protocols? How do you ensure consumers don’t “slip
through the cracks”?
Protocols and triage techniques Identify the client– are they already
being served? If so connect with their case manager
Where can new referrals (people who are not in the system and don’t have a case manager) be sent? Is this an APS issue? Is this a mental health crisis issue? Is this an urgent issue/imminent
danger? 911?
Consideration for sharing informationHow will the various groups share
information? Is email secure/confidential? Is there a call module with consistent
format? Are there back up procedures to
ensure that the recipient is not out of the office and the referral sits for several days until their return?
Mechanisms for sharing information Sharing with PARTNERS
Internal methodology for sharing Sharing with external partners Secure emails/HIPAA considerations Share with mental health call center Determine who you will need to
share info with and how it will occur with follow up loop
Mechanisms for sharing informationSharing with the Gatekeeper
What can you share back with the Gatekeeper?
When is it ok to share follow up information with the Gatekeeper?
Must consider client confidentiality
Why this program is important to the business community Helps customers achieve a better outcome Good public/partnership to support
consumer Business wants to help but goes beyond
their scope of work Peace of mind that consumer will get
some follow up Gatekeeper referrals are welcomed – not
seen as a “complaintant” Able to provide good customer support
while also managing business
Gatekeeper Program Sustainability Identify start up and on-going
funding; grants, reallocate existing resources,
business community support, etc. Important to have a designated coordinator for the program Regularly communicate your
successes Engage your local elected officials
• OCTOBER 10: Volunteers Win – Area Agency on Aging for Northeastern Vermont, St. Johnsbury, VT (Rural)The Equal Exchange TimeBank, modeled after TimeBank USA, allows members to post a need they seek to fill or search member posts to find qualified volunteers. Volunteers bank their hours served, earning “time dollars” towards a need they may have or to pass on to someone in need; everyone wins! Register today at www.agingnetworkvolunteercollaborative.org!
• OCTOBER 11: Louisiana Senior Medicare Patrol – eQHealth Solutions, Baton Rouge, LA (State)This program used newspaper “Letters to the Editor” opportunities to inform high functioning, civically engaged seniors about the Senior Medicare Patrol program and to recruit them for our volunteer corps. The effort doubled the number of volunteers. Register today at www.agingnetworkvolunteercollaborative.org!
Upcoming Webinars