The Lewin Group

Offered at the 29th Annual n4a Conference in Atlanta. Presentation includes national overview and vision, role of TA, and questions posed to three AAAs developing ADRCs during a July 11, 2004 n4a intensive about ADRCs.

This comparsion matrix contains the information from 12 ADRC programs and the questions that appear on their customer satisfaction instruments. The surveys are used by ADRC-like entities used in developing recommended customer satisfaction questions.

Overview of selected transitional tools used by aging and other human service agencies. Contains descriptions of informational elements, format, targeted populations and staff training.

This document provides a job description for a disability benefit specialist. The Disability Benefit Specialist is a highly specialized position. Benefit specialists are continually trained and monitored by attorneys knowledgeable in elderly or disability law.

“Engaging Advisory Committees to Provide Effective Meaningful Input and Direction”<br>This ADRC-TAE issue brief provides: an overview of developing an effective advisory committee and approaches to engage members, key considerations when forming and facilitating a committee, tips to promote ongoing involvement of a committee, and resources for more information.

Some state agencies use online applications for assessing and determining eligibility for health and social service programs. This issue brief highlights some of the key considerations for states moving toward online applications. The discussion includes advantages, disadvantages, and some state examples.

The Medicare Prescription Drug, Improvement and Modernization Act of 2003 has far reaching implications for consumers, state Medicaid agencies, health care providers, and the public and private entities that provide benefits counseling and supports to Medicare and Medicaid beneficiaries. This issue brief provides an overview of the measure, resources for more information, and suggested action steps for ADRC projects.

One of the most significant barriers to the development of comprehensive home and community-based support systems the availability of affordable, accessible housing. To help persons with disabilities of all ages locate housing, a handful of states have developed information and assistance programs that provider information on rental housing. This brief provides an overview of a sample of existing web-based housing registries in Connecticut, Massachusetts, Minnesota, and Tennessee.

Social marketing is a relevant approach that can enhance communications with ADRC’s external audiences. The purpose of this brief is twofold: (1) to familiarize grantees with the principles of social marketing; and (2) to provide a brief overview of the key steps involved in developing and implementing a social marketing campaign.

The purpose of this issue brief is to describe why excellent customer service is important within the context of an Aging and Disability Resource Center (ADRC), to illustrate lessons learned about providing excellent customer service from the private and public sectors, to highlight implications for designing and operating an ADRC that provides excellent customer service, and to recommend steps an ADRC might take to achieve excellence in customer service.