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Evaluation of the Maine Aging - page 16 / 51

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to the younger disabled community. Review of DASH caller profile data from the EAA SAMS data management system (Table 1: Unduplicated Clients by Age) suggests there has been some success from these efforts as nearly 21% of 'unduplicated" clients who disclosed their age, were under 60, the lower threshold of the EAA's traditional elder clientele.

Table 1: Unduplicated Clients by Age                                                               

Number of ADRC Clients Aged 60 and Over Served

810

Number of ADRC Clients Under Age 60 Served

211

Number of ADRC Clients Age Unknown

243

Total Clients by Age

1264

Source Data: SAMS 2006

Closer inspection of the 1,500 plus queries or "contacts," however, suggest that it will take more time and ongoing outreach to the younger adult community to fully establish the DASH as the place to go for information or services (see Table 2: DASH "Contacts" by Age). Of over 1,500 contacts with the DASH, only 16% were made by or on behalf of persons under age 60.

Table 2: DASH "Contacts" by Age                                                                ^^M

Number of Contacts made by or on behalf of a Consumer Aged 60 and Over

1038

Number of Contacts made by or on behalf of a Consumer Under Age 60

239

Number of Other or Unknown Contacts

261

Total Contacts by Age

1538

Source Data: SAMS 2006

These data, coupled with findings from the Consumer Satisfaction Survey, suggest that more time is needed for trust and consumer 'word-of-mouth marketing' to reach the previously underserved younger adult populations targeted by the DASH.

Consumer Satisfaction Survey respondents (n=182) indicate that word-of-mouth continues to be an important source of information for DASH clients. When asked how they heard about the DASH, the most frequent response from callers was that they learned about it from friends, neighbors or family members (see Chart 1: How did you first hear about DASH?). These responses underscore the importance of "informal" sources of information and outreach to the general public. The impact of media on the knowledge base of informal sources is not addressed by these data. The second most

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Muskie School of Public Service

frequently cited source of information about the DASH were agencies and providers,

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