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Evaluation of the Maine Aging - page 5 / 51





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Executive Summary

Maine's Aging and Disability Resource Center1 (ADRC) project began with three sites designed to demonstrate the "no wrong door" concept of improved access to information and long term support services. At the start of the ADRC project, community coalitions were developed in Bath-Brunswick, Bangor, and Franklin County. Halfway through the 3-year project, Maine's ADRC shifted focus and began developing a pilot site with a physical presence for ADRC activities. The Eastern Agency on Aging (EAA), a key member in the Bangor Coalition, served as lead agency for this ADRC pilot site, known as the Disability and Aging Services Helpline (DASH).

Part I of this report describes the experience of, and recommendations from, the DASH Network in Bangor. Included are review of key operating decisions, policies and procedures, consumer involvement, promotional product development and media strategies. Part I summarizes DASH experience with 2,191 referrals generated for 1,264 DASH clients. Consumers' perceptions of their experience with DASH indicate high levels of overall satisfaction. Based on survey responses from 182 DASH callers, 92 % say they will tell others to call DASH. Other measures of impact from consumer responses indicate only 26% of callers made a second call to obtain needed information, and 80% of those needing assistance with "paperwork" received the help they needed from the DASH. Part I concludes with recommendations for future ADRC development.

Part II of the report focuses on the experience of the 3 local coalitions and their member organizations. Organizations serving all ADRC target populations—-elders, and adults with mental health disorders, addiction disorders, brain injury, developmental disability, cognitive impairment and physical disability—-participated in coalition activities. Part II highlights coalitions' community development activities, increased awareness of available services, progress in streamlining client access, and changes in the way they respond to clients, as well as coalition recommendations for future ADRC development.

Established through a federal grant to the Maine Office of Elder Services, ADRC funding comes from the US DHHS Centers for Medicare and Medicaid Services and the Administration on Aging.

Muskie School of Public Service1

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