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Evaluation of the Maine Aging - page 9 / 51





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site, now known as the Disability and Aging Services Helpline (DASH). ADRC project management and the OES convened a Technical Advisory Group (TAG) in May 2005 to assist the staff at EAA and the Bangor Coalition with the development of the DASH (See Appendix B for a list of TAG members).

Descriptive evaluation of the Bangor area DASH development and its impact is included in Part I of this report.

Evaluation Approach and Limitations

This evaluation was designed to assess whether or not Maine's ADRC project met the primary goal of improving awareness of, and access to, long term supports for elders and adults with disabilities of all incomes and their families. Key dimensions of awareness and access defined by the grant4 and addressed here are: visibility, trust, efficiency, responsiveness and effectiveness.

Data Sources and Collection

In response to the project goals of improving awareness and access to information for both consumers and providers, this evaluation collected data from both of these stakeholder groups.

Consumer Data

Consumer perceptions were collected through consumer satisfaction surveys mailed to consumers within one month of their contact with the DASH (See Appendix C for complete survey results). Responses were received from 47% (n=182) of the 384 DASH users surveyed. It is important to note that Consumer Satisfaction Survey distribution was suspended for a 3-month period during the height of the Medicare Part D educational campaign. At that time DASH call line activity was swamped by Part D questions that

4 Research questions put forth by the CMS/AoA Technical Assistance Exchange (TAE) at the Lewin Group around the ADRC's visibility, trust, efficiency, responsiveness and effectiveness include: Visibility/Trust: Is there a high level of consumer satisfaction with the assistance provided? Is there a diverse user demographic? Does the ADRC have a high profile in the community? Is the ADRC information and counseling perceived as objective? Efficiency: Has the process to access services - including Medicaid Waiver - been streamlined? Responsiveness: Does the ADRC meet community and consumer needs? Effectiveness: Is there an indication of a decrease in unnecessary institutionalization and an increase in the appropriate use of HCBS? Is there a high level of satisfaction among stakeholders?

Muskie School of Public Service

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