Are your community partners looking for good, evidence-based programs, tools, and materials they can use to help their clients with disabilities? The grantees of the National Institute on Disability, Independent Living, and Rehabilitation Research (NIDILRR) generate a wealth of ready-to-use guides, tools, webinars, and more for everything from creating welcoming congregations to testing the accessibility of the local health club. We’ll sample the diverse library of NIDILRR-funded resources your center can use RIGHT NOW to help people with disabilities live independently! And we’ll show you where to find more! Jessica Chaiken, National Rehabilitation Information Center

This session will highlight innovative programs and initiatives that address transportation needs. AAAs, ADRCs, and local, state and national service providers are addressing transportation needs with innovative programs, education and technology. Examples include the newly formed National Aging and Disability Transportation Center (NADTC) which promotes the availability and accessibility of transportation options for older adults, people with disabilities, caregivers and communities. The NADTC offers a wealth of educational materials and resources for I&R Specialists. Patrice Earnest, National Association of Area Agencies on Aging; Virginia Dize, National Association of Area Agencies on Aging

Since 2008, the Medicare Improvements for Patients and Providers Act (MIPPA) allows grant money to states and territories (AAAs, ADRCs, and SHIPs) to promote Medicare Preventive Services and enroll low-income beneficiaries in subsidy programs. I&R specialists play a key role in screening callers for program eligibility and referring them for help. This session will review eligibility rules and benefits, promising practices for screening and referral, and offer resources about tracking savings for beneficiaries and targeting individuals with disabilities and individuals living in rural areas. Melissa Simpson, National Council on Aging; Linda Nakagawa, ADvancing States

With over 5 million Americans living with Alzheimer’s disease and more than 15.5 million providing their care, the need for educational, financial, and emotional support has never been greater. Learn how the Alzheimer’s Association provides 24/7 support and education, how the local chapters and national office work together, and discover resources and tools that can help your staff and the clients you serve. Mariam Schrage, Alzheimer’s Association; Cheryl Kinney, Alzheimer’s Association, St. Louis Chapter

The session is relevant for frontline I&R staff across all skill levels that may assist individuals who have a paralysis specific disability and have military service. It is beneficial to both civilian and military I&R services of all sizes. Participants will learn how to create an intake process that readily identifies military and veteran status while highlighting the importance of disability (paralysis) criteria in obtaining services. The presentation will also identify current resources available to this specific population. Bernadette F. Mauro, Christopher & Dana Reeve Foundation Paralysis Resource Center

For two-thirds of adults with intellectual and developmental disabilities (I/DD) living with aging caregivers, there is no plan in place for what will happen when the caregivers are no longer able to provide support. Through this interactive session, intermediate and advanced practitioners will learn the essential principles of future planning, the barriers to planning, how The Arc’s Center for Future Planning supports adults with I/DD and their families, and what additional resources are available in the community to support planning. Jenny Sladen, The Arc of the United States; Max Daniel, The Arc of the United States

Social Security Disability Insurance (SSDI) is part of the largest government benefit program in the United States. It is essential for agencies serving individuals facing chronic illness and disability to fully understand SSDI and its impact on health, insurance, future employment, finances, and retirement income. This session covers eligibility criteria (including special populations, such as veterans, adult disabled children, widow(er)s and divorced spouses), explanation of SSDI benefits, the application process, the difference between Supplemental Security Income (SSI) and SSDI, and assistance resources. The presentation will also describe the benefit protections and employment assistance available to individuals who currently receive Social Security disability benefits and want to return to work. Tai Venuti, Allsup

Learn how San Diego County’s Aging & Independence Services Contact Center developed a Customer Service Excellence Program that focused on customer experience as the driver for program success, relying on both quantitative measures (how much/how fast) and qualitative measures (how well) to drive key performance indicators such as First Contact Resolution. The program tracked measureable success and showed tremendous improvements in as little as five months. One of the common oversights in creating and operating a government contact center is focusing primarily on technology to solve problems and address ever increasing call volumes. Technology alone will not lead to contact center success. This session will address the barriers to effective change and how to create an inclusive culture. Lourdes Ramirez, Health & Human Services, Aging & Independence Services; Beth Riedler, Customer Service Advantage

Wisconsin has conducted numerous customer satisfaction surveys and developed a nuanced understanding of how customer satisfaction develops through the process of providing I&A and options counseling. This workshop will discuss the “hows” of customer satisfaction, including the challenges, triumphs and achievements of helping customers understand and explore the options available to them. This material will be especially relevant to those who work directly with customers or manage staff who work with customers. Amy Flowers, Analytic Insight; Maurine Strickland, Department of Health Services, Bureau of Aging & Disability Resources

People with disabilities who lack health insurance face many options under the ACA. I&R Specialists assisting uninsured individuals need to make certain to ask the right questions when providing assistance. This session will focus on resources available through the National Disability Navigator Resource Collaborative (NDNRC) to assist I&R staff and give ideas for working with local disability organizations during ACA open enrollment. It will also review some of the challenges that people with disabilities have faced when enrolling in health care coverage in the ACA marketplaces. Karl D. Cooper, American Association on Health and Disability; Jennifer Akers, Family Voices; Rick Cagan, NAMI Kansas