Cathy Sewell

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Nationwide Contact Center
Cathy Sewell Director, Client Services Alzheimer
s Association
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Recognizing Caregivers Specialized Needs
3x more likely to become clinically depressed.
Enormous physical, emotional financial stress
on entire family.
Elderly spouses strained by caregiving are more
likely to die during a four year period than
others in their age group.
1 in 8 caregivers become ill or injured as a
direct result of caregiving.
Caregivers remaining in the workforce must miss
work, cut back to PT, take less demanding jobs or
give up work altogether.
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Great toll not just on families, but also our
health care system, Medicare, Medicaid, American
businesses and the entire economy.
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Access to Information is Key
Access to information, support and counseling,
results in significant positive impact on stress
and can reduce hospitalization and delay nursing
home placement of the person with the disease.
Families are confronted with an explosion of
information about the disease.
Over 2500 scientific articles on the disease and
potential preventative treatment effects of
various compounds are published each year.
Multiple websites and ads for products services
confuse and overwhelm as often as they inform.
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Years of Helpline Service
The nationwide network of chapters had provided
telephone Helpline services for many years.
These services were only available during limited
hours.
A market research study made evident a
significant gap in services.
Caregiving challenges do not occur only during
business hours, and often require immediate
intervention.
Due to complicated enduring aspects of the
disease, callers often need professional help
from masters level clinicians.
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Our Goal is Simple
Improve the quality of life for people with
Alzheimers disease and their caregivers.
The Formula is Simple
Provide personalized information, support, care
consultation and crisis intervention by telephone
and electronically, 24 hours a day, 7 days a
week, 365 days a year.
The Result is Significant
Since May 2001, the Nationwide Contact Center has
responded to over 575,076 inquiries.
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Just the Facts

• 92 of the US population
• Over 300 local points of service
• 42 complete states
• 95 of the total US square mileage

serviced by the chapter/CC partnership.
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Partnership with Chapter Network
Unique partnership between a National Office and
chapter offices.
Belief that best service is provided at local
level.
Combined benefits of a centralized and
de-centralized phone system.
National office takes calls when local office is
closed.
Local office follows-up with referrals based on
knowledge of local resources.
Providing callers what they need, when they need
it.
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Information Repository
Web Based Resource Database
Provides talking points, web links, clinical
protocols and print materials on over 300
dementia related topics
Includes information on all aspects of the
disease, medications and clinical trials.
As news breaks, topics are added or updated by
experts in the filed of dementia.
Used by chapters and National Office
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Contact Center Staff

• The Contact Center staff consist of
• Care Consultants
• Technical Assistants Specialists
• Quality Training Specialist
• Associate Directors
• Director

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Reaching Underserved Populations
For consumers in rural areas, the Contact Center
may be the only vehicle to obtain services.
35 of the Contact Centers staff are bi-lingual.
Language Line service provides translation
service for over 140 languages.
Brochures translated into Spanish, Vietnamese,
Korean, Mandarin, Polish and Russian.
Since the 4th Quarter of FY 2004 interactions
with Hispanics and African Americans have
increased by 88 and 54 with callers from
self-identified rural areas
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Getting the Word Out Hispanic Outreach
Working with Hispanic Radio network for PSAs and
ads
Posters in Spanish
Advertisements on mass transit
Working with La Raza
Promoting partnerships between chapters and
Latino social service organizations
New Spanish-language portal on website, with
advertising on Spanish language websites
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Getting the Word Out African American Outreach
Advisory committee of representatives from the
National Caucus and Center on Black Aged, Delta
Sigma Theta Sorority, Inc. and the Alzheimers
Association.
Develop and Disseminate African Americans and
Alzheimers Disease Presentation Kit
Schedule and conduct local educational programs
with National Caucus and Center on Black Aged,
Delta Sigma Theta Sorority, Inc and Alzheimers
Association chapters.
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New Online Community

• Enhanced message board forums, live chat rooms
  capability for facilitated chat
• Message boards monitored daily by Contact Center
  staff
• Message boards in English and Spanish

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Online Community Statistics

• Average of 425 people daily
• Ask a Care Consultant forum generated over
  14,000 viewings
• First facilitated chat held on April 28, 2005

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Partnering with the Aging Community
Awarded grant from the Administration on Aging,
expanding the 24/7 services to the Aging
Community, emphasizing minority populations.
Cross-referrals with other Older American Act
Services, including

• Eldercare Locator
• Long Term Care Ombudsman Program
• Senior Medicare Patrols
• AoA Pension Counseling Projects
• Adult Protective Services

All 300 points of service can access resources
and contact information via the Information
Repository
National Connection with AIRS, local chapters
collaborate with N4A and local 211
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Lessons Learned in Assisting the Underserved
Communities

• Outreach efforts by Contact Center Network
• Accessibility through various modes
• Bicultural and Bilingual services
• Need for collaborations

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Closing Thoughts and Discussion
Coming together is a beginning, staying together
is progress, and working together is success.
Henry Ford
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Nationwide Contact Center
800-272-3900
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Questions?