Presenters: Melinda FeolaMahar, ServiceLink

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• Presenters Melinda
  Feola-Mahar, ServiceLink
• Grace Ryan, State of NH
• Julie Stone, ServiceLink
• Wendi Aultman, State of NH
• 
  

AIRS Conference June 2, 2003
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Goals

• The goal of this session is to
• introduce participants to
• ServiceLink, as statewide
• aging IR/A program that
• represents a creative public-
• private partnership

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OBJECTIVES

• By the end of this session participants will be
  able to
• Describe the NH ServiceLink Network and how it
  was created
• Describe how to create community coalitions of
  providers and consumers to address IR/A services
  aimed at issues of aging and long term care
• Describe the challenges of creating a new program
  model

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What is ServiceLink?

• A state-wide network of visible and accessible
  community-based resources for older people,
  adults with disabilities and chronic illness, and
  their families and caregivers.
• Promotes independence and healthy aging by
  providing
• Information referral
• Assistance accessing services
• Educational programs
• Volunteer opportunities
• Family Caregiver supports
• Medicare Learning Centers

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Division of Elderly and Adult ServicesMission
Statement

• The Division of Elderly and Adult Services
  envisions a long term system of supports that
• Promotes and supports individual and family
  direction
• Provides supports that meet the needs of
  individuals and families
• Provides high quality care and supports and
• Promotes efficiency
•  

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Division of Elderly and Adult ServicesVision
Statement
The New Hampshire long term support system is
person-centered, promoting the right and ability
of individuals, families, and caregivers in need
of supports to exercise choice and direction,
thus maximizing the independence, dignity, and
quality of life of the individual receiving
care.
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ServiceLink History

• In the late 1990s the State of NH began to look
  at Long Term Care System with an eye on how to
  improve delivery, scope, effectiveness and
  efficiency
• Shaping Tomorrows Choices Senate Bill 409
• Visions 2010 from NASUA
• Regional Focus Groups

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Development of the ServiceLink Network

• Request for Proposal
• Required at least 5 organizations to partner
  on the proposal
• Required 25 community match of funds or
  in-kind
• Required the development of an Advisory Board
• 50 consumers (elders, disabled adults,
  caregivers)
• Required the formation of a 501(c)3 within the
  first year

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Development of the ServiceLink Network

• Community Concerns
• Considerable concern about the development of
  501(c)3
• Suspicion about DEASs agenda
• Concern that resources could be better used to
  improve existing services
• Concern that ServiceLink was duplicative

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Development of the ServiceLink Network

• Early Successes
• Successful bids received from all 13
  ServiceLink regions
• Established a statewide toll-free number that
  rings
• locally
• Development and implementation of statewide
  training
• for new ServiceLink staff
• Successful coalition building among skeptical
  community
• providers

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Development of the ServiceLink Network

• Ongoing Network Successes
• Developed healthy working relationships
• Between State and regional ServiceLinks
• Among regional ServiceLinks
• Developed Network wide councils
• Quality Council
• Data Collection
• Marketing
• Leadership

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Regional Program Development Early Challenges

• Building community collaborations and community
  ownership of program
• Starting with only basic systems in place
• Differing understandings of the role and
  mission of ServiceLink
• Development of programs, network, Quality
  Council and Standards
• Getting the word out

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Regional Program Development Early Accomplishments

• Fast response to NHs request for ServiceLink
  network
• Corporation for National Service
• National Family Caregiver Support Program
• Development of a strong statewide network
• Establishment of Quality Council Leadership
  Council

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Regional Program Development Creating Regionally
Responsive ServiceLinks

• Examples of regional differences
• Tension between regional autonomy/diversity
  while
• while adhering to network standards and state
  
• contract
• Identifying best practices from different
  regions

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Future Whats Next

• Create a network Vision Statement and Goals
• Create an entity that represents the Network
• Look for additional funding opportunities as a
• statewide network
• Enhance programming
• Additional opportunities that fit the mission
• Improve data collection
• Pros and cons of being 501(c)3s
• Make ServiceLink known as a single point of
  entry
• Sufficient funds for the next contract period

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Network Integration Communication
Quality Council

Standards

Goals

Evaluation
Leadership
Council

Advocacy

Network Model
Data Collection Team

Report

Review

Research

Recommend
Program
Advisory Boards,
Directors
Fiscal Agents

Operations Management

Program Strategy

Program Definition Implementation

Program Guidance

Feedback
-
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NH ServiceLink Network Primary Sites and
Satellites
1-866-634-9412
www.servicelink.org
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How It Works I R

• Toll-free number connects with local office
• 13 offices and over 50 satellite locations
• Easy access phone, walk-in, satellites, home
  visits, evenings and weekends appointments
  available
• Unbiased and up-to-date information including
  local informal supports
• Assessment and planning
• Help making contacts, filling out applications,
  etc.
• Research to find resources not readily available.
• Follow-up

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How It Works - Education

• In collaboration with local programs, educate
  public on
• Healthy aging
• Caregiver Support
• Home-care, housing options, prescription drugs,
  healthcare benefits, and other issues related to
  healthy aging
• Long Term Care Options