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Evaluation of the Maine Aging - page 13 / 51





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A new 2-1-1 service was in development at the time of DASH development. The decision was made for the DASH to use this resource to locate services and to encourage agencies to list and update their listings in 2-1-1 on a regular basis.

DASH data collection options were reviewed and the decision was made to collect DASH activity using the SAMS information system that was in development at EAA, and implemented during the project period.

To address DASH Network participant communication needs, a DASH listserv was initiated in 2006: http://groups.yahoo.com/group/dashnetwork/.

Policies & Procedures

The DASH developed a formal policy for Information and Assistance to ensure consistency and completeness of the referral and assistance process. Of note is the Referral Quality policy established to ensure that consumer needs were met by the referral made by the DASH. Steps of the Referral Quality policies and procedures are:

Follow-up calls are made or surveys distributed to consumers receiving a referral.

If consumer expresses concern or had problems accessing services the problem is referred to the Director of Outreach.

Director of Outreach completes and sends a Quality Process review form to the provider agency for completion.

Returned Quality Process forms are analyzed.

If problem is a system issue, it is brought to the Bangor Coalition for review, or

If problem is with the referral process, it is discussed at an internal DASH team meeting.

DASH leadership provides quarterly reports on quality to Bangor Coalition for identifying trends or gaps in service that need attention.

Consumer Involvement

In keeping with recommendations of Maine's Work Group for Community-based Living, the DASH has sought to increase the role that consumers play in improving informed decision making through increased awareness and access to long term supports. The DASH Consumer Advisory Board was created to provide continuing feedback to support improvements in DASH service development. Contributions of the board included clarifying the need for continuing "customer service" training by and for the DASH network. Members of the Consumer Advisory Board include elders, caregivers, individuals with a physical disability, and individuals with a cognitive disability. Evidence of consumer involvement includes:

Muskie School of Public Service

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