Aging and Adult Services Call Center

About the Program

Category: Human Services (Best in Category)

Year: 2013

The Aging and Adult Services Information & Referral Call Center was established as a one-stop shop to provide a multitude of services to older and dependent adults in the Los Angeles County community. Call Center staff have the responsibilities of providing information to the general public on services and resources for seniors and adults with disabilities, as well as screening and processing Adult Protective Services (APS) intakes for reports of all abuse against older and dependent adults. Cases involving clients who are determined to be eligible for APS services are then assigned to an APS field office, depending on location. Seniors, adults with disabilities, caregivers, service providers, and other professionals may access Call Center services by telephone, in person, or on-line. The Call Center specialists assess the inquiring party's situation in a confidential manner and help him/her make informed decisions regarding the types of services and programs available. The Call Center is also responsible for following up to ensure individuals have received the services they need. In addition, Call Center staff participate in community outreach events and work with local agencies on disaster planning and preparedness activities to address older adults' needs during local or statewide disasters.