Hear how national call centers and local I&R programs can enhance the provision of their services by developing partnerships. Discuss strategies to expand helpful resources for local databases. Learn about the similarities and unique differences of national support lines and call centers. Participants will gain insight on the internal operations of several national call center programs. This will be an interactive session with the opportunity to explore ideas and discuss best partnership practices. Patrice Earnest, National Association of Area Agencies on Aging (n4a), Washington, District of Columbia; Sheila Fitzgibbon, Christopher & Dana Reeve Foundation, Short Hills, New Jersey; Jennifer Sladen, The Arc of the United States, Washington, District of Columbia

I&R/A Specialists often hear from long-distance caregivers, usually adult children, who do not know where to begin to find the assistance they need for their older parents. According to the Family Caregiver Alliance, there are approximately 5-7 million long-distance caregivers in the U.S. – and this number grows significantly each year. Using real-life examples, this session will focus on providing active listening skills to guide caregivers to appropriate resources. Attendees will leave with an enhanced understanding of the challenges faced by long-distance caregivers. Attendees will also develop strategies to design methods of assessment and assistance that will fit the work environment of their agencies. Shannon Halvorsen, Mid-America Regional Council Area Agency on Aging, Kansas City, Missouri

Supported Decision-Making (SDM) is a way older adults and people with disabilities can make their own decisions by receiving the help they want. Come learn about this alternative to guardianship, as well as other options along the continuum of decision-making support. You will leave this interactive session knowing how to distinguish between these different tools, SDM, powers of attorney, representative payees, guardianship/conservatorship, so you can guide callers to the right resources while promoting a person’s “Right to Make Choices.” Tina M. Campanella, Quality Trust for Individuals with Disabilities, Washington, District of Columbia; Morgan K. Whitlatch, National Resource Center for Supported Decision-Making, Washington, District of Columbia

Protection and Advocacy (P&A) systems provide legal representation and other advocacy services to all people with disabilities. Any I&R program that serves people with disabilities can benefit from gaining a greater understanding of the P&A network. Join this session to learn about the role and purpose of a statewide P&A system through a presentation by Disability Rights Florida. Information will be provided regarding the type of assistance that can or cannot be provided to individuals with disabilities. The specialized nature of the I&R resources that can be provided through Disability Rights will be highlighted. Laura Balkcom, Disability Rights Florida, Tallahassee, Florida; Wendy Vance, Disability Rights Florida, Tallahassee, Florida

Dental care is a critical need among underserved communities and individuals, and yet is also a significant unmet need among those contacting I&R/A programs. Join this session to learn about initiatives that seek to improve access to oral health services at the national, state, and community levels. Presenters will highlight national programs that can help connect individuals to oral health services and build community capacity to meet oral health needs, including the Administration for Community Living’s Oral Health Project, Oral Health 2020, Donated Dental Services, and Give Kids a Smile programs. The session will also share new developments to improve access to care. All attendees to this session will receive toothbrushes that can be donated to a non-profit organization of your choice! Patrick Finnerty, DentaQuest Foundation, Boston, Massachusetts; Suzanne Heckenlaible, Delta Dental of Iowa Foundation, Johnston, Iowa; Karen E. Lewis, Washington Dental Service Foundation, Seattle, Washington

An estimated 4.6 million Americans have an intellectual or developmental disability (Larson, 2000). These Americans and their families need I&R services to help them naviage the service system, resolve crises, and find assistance to live full, independent lives. Through this interactive session, beginning and intermediate practitioners will learn effective strategies to interact with callers with I/DD and their families in a disability-competent manner, become more familiar with resources available in the community to support people with I/DD, and learn how to respond to regular intake and crisis calls from people with I/ DD and their families. Jennifer Sladen, The Arc of the United States, Washington, District of Columbia

Learn the benefits of this private-public collaboration between a AAA/ADRC, the local University and the local Federally Qualified Health Center (FQHC). Senior Connection Center (the AAA in Tampa, FL) has worked in partnership with the University of South Florida and the local FQHC to facilitate disabled adults, elders, and caregivers to further access home and community-based support through the use of a Health Resource and Services Administration (HRSA) grant. The grant-funded program, known as the Geriatrics Workforce Enhancement Program (GWEP) has also helped the AAA to educate new professionals in the medical field, exchange referrals with local community clinics, and gain further exposure among primary care physicians. Katie Parkinson, Senior Connection Center, Tampa, Florida; Zeke Barbosa, Senior Connection Center, Tampa, Florida; Anna Wenders, University of South Florida, Tampa Florida

Increase your knowledge about national resources and local community transportation options that support older adults and people with disabilities with their mobility needs. Participants will gain an understanding of the range and family of ride resources that may be offered and successful partnerships between transportation and I&R programs. This interactive session will include a facilitated activity for working through challenging transportation ride request scenarios to locate best options to meet a caller’s need, so plan to share some of your best strategies and resources with your colleagues. Kenneth Thompson, National Aging and Disability Transportation Center, Easter Seals, Washington, D.C; Jeff Graney, National Aging and Disability Transportation Center, National Association of Area Agencies on Aging (n4a), Washington, D.C; Eileen Miller, National Aging and Disability Transportation Center, National Association of Area Agencies on Aging (n4a), Washington, D.C.; Melisa Lopes, Eldercare Locator, National Association of Area Agencies on Aging (n4a), Washington, D.C.; Patrice Earnest, Eldercare Locator, National Association of Area Agencies on Aging (n4a), Washington, D.C.

Despite the availability of public benefits programs that can help meet basic needs and improve economic security, many low-income older adults and younger adults with disabilities are under-enrolled. In this session, the National Council on Aging (NCOA) will present findings from a recent study on how stigma affects perceptions of these programs, and what messages can effectively counter stigma. Participants will also see how NCOA’s newly redesigned online screening tool, BenefitsCheckUp®, can assist with identifying benefits. The National Association of States United for Aging and Disabilities will present information about outreach to individuals with disabilities who may be eligible for the Medicare Savings Programs and Low Income Subsidy. Participants will participate in an interactive exercise to identify stigma when providing benefits outreach and share promising practices. Brandy Bauer, National Council on Aging, Washington, District of Columbia; Rachel Feldman, ADvancing States, Washington, District of Columbia

Whether in-home or over-the-phone, I&R/A is the centerpiece of a successful outcome. Our agency’s managed care contracts cover a population of traditional clients, as well as younger workers coping with catastrophic events, nursing mothers, and those living independently with mental health issues. Today, our information database supports aging and in-home services staff in those managed care contracts in achieving outcomes and meeting the needs of those populations. Three contracting scenarios will be reviewed highlighting the role of a robust I&R/A database. Maureen Widner, Aging & In-Home Services of Northeast Indiana, Fort Wayne, Indiana; Katie Hougham, Aging & In-Home Services of Northeast Indiana, Fort Wayne, Indiana