A. Definition: A service for older individuals that (A) provides the individuals with current information on opportunities and services available to the individuals within their communities, including information relating to assistive technology; (B) assesses the problems and capacities of the individuals; (C) links the individuals to the opportunities and services that are available; (D) to the maximum extent practicable, ensures that the individuals receive the services needed by the individuals, and are aware of the opportunities available to the individuals, by establishing adequate follow-up procedures.

The service may be initiated by an older person, caregiver or service provider.

B. Service Activities May Include:

* Provision of specific information about appropriate community resources which meet the immediate expressed need, including information relating to assistive technology;

* Provision of assistance to older persons (or their care giver) to identify their needs and to place them in contact with appropriate community resources or service providers;

* Assessment of the problems and capacities of the individual;

* Follow-up activities conducted with older persons and/or agency(ies) to determine whether services have been received and the identified need has been met following the formal referral; and

* Expansion of information and assistance services on a 24 hour (if needed) emergency basis during times of disaster (e.g., flooding, hot weather, tornadoes, severe weather, man made emergencies, etc.) to assure older persons are safe and have access to services to meet their needs.

C. Unit of Service:

Each individual client contact made for information, referral, or assistance constitutes one unit of service. This unit includes all referral and follow-up on behalf of that client. If the same client contacts the I&A service provider again about the same information previously requested, no additional units of service may be counted. However, if this same client contacts the I&A service provider again during the fiscal year about different kinds of information needed, then the I&A service provider may count one unit for each of these contacts including any ancillary work required.

The service units for information and assistance refer to individual, one- on-one contacts between an information and assistance provider and an elderly client or a care giver. An activity that involves a contact with several current or potential clients/caregivers (what is considered group services) should not be counted as a unit of information and assistance. Group services might be defined as 'public education' or a similar designation.

D. Area Agency on Aging Award Standards:

The Area Agency must provide for information and assistance services sufficient to ensure that all older persons within the planning and service area have reasonably convenient access to the service with particular emphasis on linking services available to isolated older individuals and older individuals with Alzheimer's Disease or related disorders (and caretakers of individuals with such disease or disorders).

E. Service Standards:

1. In areas in which a significant number of older persons do not speak English as their principal language, the service provider must arrange for or have the capacity to provide information and assistance services in the language spoken by the older persons.

2. A provider of information and assistance service must:

a. Maintain current information with respect to the services and opportunities available to older persons;

b. Develop current lists of older persons in need of services and opportunities; and

c. Employ a specially trained staff to inform older persons of the services and opportunities which are available and to assist older persons to take advantage of the services and opportunities.

3. An information and assistance service provider may disclose information by name about an older person only with the informed consent of the older person or his or her authorized representative.

4. The information and assistance service provider shall provide a setting for the I&A worker to attend to each caller's questions/needs without interruption and in a confidential manner.

5. The staff of the information and assistance service provider shall be competent, ethical, qualified, and sufficient in number to implement the policies of stated programs and service objectives.

6. The information and assistance service provider must maintain accurate, up-to-date information on resources available.

7. A data collection system shall be developed to meet client and service needs and as a resource for meeting community needs.

8. The information and assistance service provider shall seek to maximize the accessibility of other needed services.

9. Facilities shall be provided in sufficient quality and quantity to insure operation of the information and assistance service.

10. The information and assistance service provider shall have a plan in place that addresses its operations in the event of disaster conditions.

11. The information and assistance service provider shall provide client advocacy to secure needed benefits.

12. The information and assistance service provider shall provide community and/or group presentations about available resources and services.