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Spotlight on Innovations and Achievements: Central Plains Area Agency on Aging

We're highlighting the cutting-edge programs and successful strategies used by the 2018 recipients of n4a's Aging Innovations and Achievement Awards in this weekly spotlight feature. This week we're focusing on Promoting Collaboration, Partnerships and Quality Service, a program from the Central Plains Area Agency on Aging's Kansas Statewide ADRC Call Center. The agency was a 2018 AIA winner in the Information Referral/Access to Services category.

The ­­­Kansas Aging and Disability Resource Center (KADRC) Call Center is a statewide call center that offers a single point of contact for all residents seeking long-term care and support services. It provides information, referrals and assistance and refers calls to the local AAA or ADRC. A comprehensive training plan ensures the call center provides quality customer service and accurate information to all callers.

The statewide call center officially began November 1, 2012 with the concept for the statewide call center being developed as part of the grant application submitted in 2012 to Kansas Department for Aging and Disability Services for the newly developed Aging and Disability Resource Center concept in Kansas. The ADRC launched through a partnership among the state's 11 AAAs. Central Plains Area Agency on Aging became the call center hub with development of the statewide call center beginning in October 2012. It grew over the years to include expanded resources, improved data collection and advanced reporting.

The call center team has continually expanded staff education to address the high volume of calls and expanded requests it receives from consumers. Staff members are uniquely trained through past work experience and continuing education in the areas of ID/DD and children's services, mental health, higher education, law enforcement administration, financial assistance/collections services as well as practical call center experience. Community contacts like hospitals may use the call center as a professional resource for themselves or as a reliable, quality resource for their clients. With a variety of community, statewide and national resources at their fingertips the call center staff ensure callers receive high quality resources and experienced advice.
 
To learn more about the program, contact Annette Graham, Executive Director, Central Plains Area Agency on Aging at annette.graham@cpaaa.org.

To learn more about last year's winners, read our press release and check out our book of winners to learn how your agency can implement this or similar programs in your community!

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