1. Your Role & Responsibilities

The goal of Senior Connections is to enhance the quality of life for senior citizens in their home communities by providing access to information and resources. Your role as a volunteer is to make this linkage.

Responsibilities of the Senior Connections volunteer:

Committing to designated days and hours at the Senior Connections desk in your library.

Signing in daily attendance sheets (Sample attendance sheet)

Making entries in a log book to share your activities and feelings.

Completing Interaction Forms for any contacts you make.

Following up with the contacts, agencies, and library employees to find appropriate information, resources and see that connections made.

Maintaining and updating senior information and resource files.

Attending educational seminars and training programs.

Telling others what you do and being involved in public relations programs to publicize Senior Connections.

2. Interaction Interview
The volunteer and the inquirer.

In the role of the helper, the Senior Connections volunteer should establish an atmosphere of concern and respect. Some steps in doing this are:

Introduce yourself - your name and your role.

Put the inquirer at ease by creating an accepting environment by your words and tone of voice. Understand that it is difficult to seek help.

Greet the inquirer in a friendly manner and offer to assist.

Invite the inquirers to express their concerns, assuring them that confidentiality will be respected.

Listen carefully, ask open ended questions to clarify the problem.
For example: Can you tell me what you've done until now about this situation? Is there anything else you'd like to share about your concerns? Are other members of your family or friends aware of how you feel?

Your role is NOT to diagnose nor to give advice. It is rather to assist the person by directing them to appropriate resources or giving concrete information. If information is not available or in question, the volunteer should consult with Senior Connections staff.

3. The Referral

The referral is the process of linking inquirers to the service or services that will best meet their needs.

1. Use the resource file.

Never guess where to send a client. If the source is not immediately available, obtain inquirer’s name and telephone number for further contact.

2. It is not necessary to have an immediate solution.

You may need to verify or explore alternatives. Some referrals are more complex than others.

3. Only give necessary information.

Encourage the inquirer to follow through on referral whenever possible. In some cases, the inquirer may need additional assistance to secure needed help (e.g. making an appointment, placing an initial call, etc.)

4. In making a referral to an agency, provide the name of the contact person when known.

5. Recognize the inquirers right to accept or refuse the services offered, if appropriate.

At the time of referral, the inquirer should be advised that he/she will receive a follow-up contact from Senior Connections.

4. The Followup

Follow-up is important. It is not intrusive. It is an integral part of the information and referral service. Follow-up seeks to renew contact with a person who has been referred to a service to determine if he/she has been linked successfully to an agency for assistance. Follow-up can also determine if further help or other services are indicated. Follow-up should be made with no extensive delays, preferably within a month’s period.

5. Interaction Reporting - The Form

The Interaction Form (see Forms) used by Senior Connections keeps track of vital information about clients. It gives a picture of the inquirers, the problems and services, as well as follow-up necessary. In addition, it can be used for statistical purposes in determining the effectiveness of the program, and for indicating new directions. The Interaction Forms contain sensitive confidential information and therefore must be carefully filed.

Each Interaction Form should be filled out completely. State as clearly and concisely as possible: the information that was needed or requested, the action taken, the referral categories, and the follow-up. The Interaction Forms will be reviewed on a monthly basis with the Coordinator at each library. At the end of each month the Interaction Forms, together with Attendance Forms will be submitted to the Senior Connections office at Nassau Library System. There, a Social Worker will review the activity with a committee of volunteers. The Interactions and the Referral Categories help determine future information, training and guidance opportunities for volunteers, librarians and services to the public.

6.Promoting Our Service
1. Maintain the Resource file

Resource information must remain current, comprehensive and retrievable. Periodic calls can be made to verify accuracy of information on services.

New agencies must be contacted and added to the resource file where appropriate.

Brochures, articles, and other materials designed to describe agencies' services can be collected, displayed and filed for reference.

Newspapers, magazines and materials can be scanned for items of interest relevant to Senior Connections inquirers. Some of these materials can be highlighted and displayed at the Senior Connections desk.

2. Submit items of interest for inclusion in the Senior Connections News, Library newsletters, and community newspapers.

3. Distribute Flyers pertaining to programs in the community to be posted in stores or mailed directly to professionals and other interested community residents.

4. Participate in radio and TV shows to inform public about Senior Connections.

5. Promote intergenerational programs with schools, scout groups, libraries and other local agencies.

6. Inform the business community regarding I&R services and volunteer opportunities.

7. Conduct outreach to isolated and homebound persons, including vulnerable elderly people in their own communities.

8. Develop working relationships with aging network, the local area agency on aging (AAAs) and other health and social service agencies.