aasc insight

Conference Information Inside (page 4)

Keeping you at the forefront of service coordination

Board of Directors Weigh in...

On the AFFORDABLE HEALTH CARE ACT

InsightMay 2013Volume 7, Issue 2

How to Protect Your Residents from Financial Exploitation, page 3

Catch up with 2013 Award Winners, pages 9 & 15

Community Based Service Coordination, page 10

www.servicecoordinator.org

2013 has gotten off to a great start at AASC! This year we are focusing heavily on educational and professional development opportunities for you, our service coordinators. The AASC staff and edu-cation committee has chosen outstanding topics and found highly qualified faculty for a variety of professional development offerings. We hope you like what you see!

This year, we officially launched our newest train-ing tool – SC101: Service Coordinator Basics. This six-webinar series is designed especially for brand new service coordinators who need to hit the ground running. We just wrapped up our first complete session, and I’m proud to call these newest 120 service coordinators AASC members. If you know someone who would benefit from this training package, refer them to page 8 of this newsletter.

We are also preparing for two regional symposia and a very exciting national conference. Registration is open now for the symposia (will you be joining us in Charleston or Las Vegas?). If you are planning to join us in Indianapolis for the 2013 National Service Coordinator Conference, you can now secure your hotel reservation and survey the planned agenda. Check out the programs on pages 13 & 14. We are hoping that you’ll help us make this conference the biggest in our association’s history! If you can’t join us in Indy or would rather train from the comfort of your own office, you can view our second quarter online training schedule on page 12.

I’d also like to extend a warm welcome to our two newest members of the AASC Board of Directors. Joining us in Jan., 2013, AASC welcomes Paul Spencer, Presi-dent and CEO of KMG Prestige, and Isabel Toth, President of Community Proper-ties of Ohio, who will be directors of the class of 2015.

Paul joined Keystone Management Group as Vice President of Operations in Jan.,2005 and was promoted to President in Oct., 2006. Isabel Toth joined Ohio Capital Corporation for Housing (OCCH) in 2000 as Chief of Asset Management and was promoted to Chief of Staff in 2004. She is the president of Community Properties of Ohio Management Services, an affiliate of OCCH.

Please join us in welcoming Paul and Isabel to AASC! They look forward to work-ing diligently alongside our 10 other distinguished directors, as well as meeting all of you in Indianappolis at our conference August 18-21.

Let’s make 2013 a year of personal and professional development, for our mem-bers and for AASC. I look forward to seeing you at one of our many educational events this year!

AASC Board of Directors

Ron Budynas(Chair) Director of HousingWesley Housing Corporation Memphis, TN

John Diehl(Vice Chair) Director of HousingChristian Life Retirement Centers Rockford, IL

Linda Couch(Secretary) Vice President for PolicyNational Low Income Housing Coalition Washington, DC

Donna Thurmond(Treasurer) Director of Senior ServicesVolunteers of America Alexandria, VA

Tonya Balducci, LBSWQuality Assurance DirectorSPM Inc. Birmingham, AL

Sandra Edmonds-Crewe, MSW, Ph.D.Associate DeanHoward University School of Social Work Washington, DC

Donna DixonDirector of Senior Supportive ServicesChicago Housing Authority Chicago, IL

William MasseyChief Executive OfficerPeninsula Agency on Aging, Inc. Newport News, VA

Anna Maria MaldonadoDirector of Sales and MarketingCare1st Health Plan of AZ Phoenix, AZ

Paul SpencerPresidentKMG Prestige Mount Pleasant, MI

Isabel TothPresidentCommunity Properties of Ohio Management Services, Columbus, OH

Janice MonksPresident & CEOAmerican Association of Service Coordinators Powell, OH

President and CEO, AASC Janice Monks

Welcome


Fraud targeting the elderly has been on the rise in recent years. As our friends, parents and grandparents age with the wishes to remain independent; the opportunities for elder fraud and abuse continue to grow. According to a resource recently published by the Center for Problem-Oriented Policing, “Many elderly victims do not report fraud because they feel ashamed, or they fear others will think they cannot care for themselves, which may trigger placement in a nursing home or long-term care facility.”

One growing aspect of elder abuse is financial exploitation, which occurs when a person misuses or takes the assets of a vulnerable adult for his/her own personal benefit. Often times, this financial fraud occurs without the knowledge or consent of an elderly or disabled adult. The result deprives them of the vital financial resources for their personal needs, and often their independence.

The most common forms of elderly financial abuse occur via deception, false pretenses, coercion, harassment, duress and threats. As you can see, most abusers capitalize on fear.

The National Adult Protective Services Association notes these as the most commonly reported forms of financial exploitation reported to Adult Protective Services agencies:

• Theft: involves assets taken without knowledge, consent or authorization; may include taking of cash, valuables, medi-cations and other personal property.

• Fraud: involves acts of dishonesty by persons entrusted to manage assets but appropriate assets for unintended uses; may include falsification of records, forgeries, unauthorized check-writing, and Ponzi-type financial schemes.

• Real Estate: involves unauthorized sales, transfers or chang-es to property title(s); may include unauthorized or invalid changes to estate documents.

• Contractor: includes building contractors or handymen who receive payment(s) for building repairs, but fail to initiate or complete project; may include invalid liens by contractors.

• Lottery scams: involves payments (or transfer of funds) to collect unclaimed property or “prizes” from lotteries or sweepstakes.

• Electronic: includes “phishing” e-mail messages to trick persons into unwittingly surrendering bank passwords; may include faxes, wire transfers, telephonic communications.

• Mortgage: includes financial products which are unafford-able or out-of-compliance with regulatory requirements; may include loans issued against property by unauthorized parties.

• Investment: includes investments made without knowl-edge or consent; may include high-fee funds (front or back-loaded) or excessive trading activity to generate commis-sions for financial advisors.

• Insurance: involves sales of inappropriate products, such as a thirty-year annuity for a very elderly person; may include unauthorized trading of life insurance policies.

When should you report a fraudulent occurrence? How do you know when financial exploitation is occurring?

If you witness a life-threatening situation involving a senior or adult with disabilities, NAPSA advises you to contact 911. Contact your local Adult Protective Services agency any time you observe or suspect the following, which often indicate a type of exploitation:

• Termination of vital utilities such as telephone, water, electricity/gas, or garbage

• Unpaid bills and liabilities despite adequate income• Oversight of finances surrendered to others without

explanation or consent• Transferring assets to new “friends” assisting with finances• Checks written to “Cash”• Does not understand his/her current finances, offers

improbable explanations• Unexplained disappearance of cash, valuable objects,

financial statements• Unexplained or unauthorized changes to wills or other

estate documents• Giving-away money or spending promiscuously• Appearance of property liens or foreclosure notices

Financial Exploitation: How to Protect Your Elderly ResidentsInformation provided by the National Adult Protective Services Association (NAPSA)

Dealing with these situations is never easy. To find elder abuse support from the Adult Protective Services organi-zation in your area, visit this web site: http://www.napsa-now.org/get-help/help-in-your-area/


Save the date! We’ll be descending upon Indianapolis, Ind. for the 2013 National Service Coordinator Conference. Join us Aug. 18 – 21 at the JW Marriott for four days of growing, learning and network-ing. Some things you can look forward to include:

SC101 Series – Hits the Track LIVE in Indy!

The SC101: Service Coordinator Basics series will be offered as live training across six sessions in Indianapolis. If you’re a newly hired coordinator, this is a great opportunity to get full spectrum education, designed and delivered by industry experts who are committed to your success. The six course series delivers comprehensive education on: service coordinator (1) roles and respon-sibilities; (2) SC/PM/Team relationships; and provides industry best practices for (3) ethical conduct, (4) documentation, (5) outcomes/measures and (6)resource network development.

Pre-Conference Intensives – Sunday, August 18

SC101 Welcome to Service Coor-dination: Industry History, Trends and Future Opportunities

Are you a new service coordinator? This workshop will provide a comprehensive overview of the service coordination profession, roles and responsibilities and ethical practices. We’ll review the how’s and why’s the service coordina-tion profession was created, discuss its evolution and review industry trends and future opportunities on the horizon. This workshop provides a foundational

understanding of the profession and serves as the kick-off to our SC101 track of programs at conference.

The Importance of Cross Cultural Care for Service Coordi-nators and Housing Professionals

This workshop will combine lecture with case studies, video clips and interactive discussions from the award winning film series on cross cultural care, “Worlds Apart”. Discussion will reveal how we are influenced by our pasts and the many facets of culture in our own lives; as well as in the lives of the older adults with whom we work. We’ll review definitions of cultural competence, and provide knowledge transfer with skills develop-ment activities to support professionals in their provision of culturally competent services to older clients. The workshop will also cover how to conduct a cul-tural assessment and best practices for service coordination to cross-cultural populations.

The Deadly Triangle: The Relation-ship between Alcohol, Depression, Suicide and Older Adults

This workshop focuses on the direct relationship between alcohol and depression and suicide. Older adults have the highest rate of suicide of any age population. You will gain critical resources/skills to recognize and dif-ferentiate alcohol problems, depression and suicidal ideation. We’ll review how the components of The Deadly Triangle manifest in older adults and provide tools to: assess, intervene and provide appropriate supportive services. Partici-pants will practice identifying common obstacles that interfere with the recogni-

tion of depression and alcohol problems and learn ways to effectively communi-cate with an older person who may be thinking about suicide.

Walking their Journey: Changes in Memory beyond Normal Aging

This workshop looks at the changes in memory, cognition and brain fitness that are common in older adults and the subsequent frustrations they and their care provider’s experience. We’ll discuss how decreased activity participation, safety concerns and increased family/caregiver stress can impact the quality of a person’s life. Participants will learn the stages of memory loss, and their impact on the communication process and we’ll use interactive activities to demonstrate how aging adults participate in activities of daily living as safely and effectively as possible.

Undue Influence: How Older Adults are Exploited with Power and Manipulation

Undue influence (UI) occurs when peo-ple use their role and power to exploit the trust, and emotional and physical de-pendency of an older person. This work-shop is designed to help professionals learn what undue influence is and help to recognize the process and pattern of tactics often used in financial exploita-tion cases involving UI . It underlines the benefits of a multidisciplinary response to cases of UI. This interactive workshop combines lecture, large group and small group exercises/discussions and utilizes movie and video clips to demonstrate how to identify and respond effectively to cases of UI.

2013 National Service Coordinator Conference information

Page 4 www.servicecoordinator.org

Coming Soon! A New Shopping Experience with AASCLater this spring, you will see some changes in the way you interact with AASC when registering for events, monitoring your continuing educa-tion credits, accessing your member profile information and connecting with your fellow members. The American Association of Service Coor-dinators is changing its association management system (AMS) for the first time in seven years.

According to Christine Schnitzer, Senior Director, AASC, “We have grown from 1,700 members to more than 3,100 since we last upgraded our AMS. We now have 4-6 webinars per month. Our members are becoming much more familiar with online shopping, social media and using technol-ogy to access information. We needed to upgrade to keep pace with the industry and to provide our members with a new, more fulfilling experience when doing business with us.”

The main face of the website will not change. The home page and content pages will look very similar. You will still see the Upcoming Events, Featured Jobs, Question

of the Week and the rotating banner ads on the home page. The con-tent will be organized just like it is now with a menu bar at the top and subsequent links within. But, when you register for an event, you will go to a shopping cart and place an order. This process will work much like it would on Amazon. Managing your orders will be handled in My Trans-actions, where you can see outstanding order balances and invoices.

“The member search function will be an expanded benefit as well. We have recognized for some time that the ability of our members to find others has been limited by the current AMS,” said Schnitzer. “And the new AMS also provides a social community function that eventually will be offered as well. The activity on our Facebook page and LinkedIn group has shown us that our members are engaged in social media. This new feature will enhance their ability to stay connected via the Internet.”

Watch for emails to come in April that will introduce the new features in more detail.

You Said What?: How to Achieve Positive Outcomes Even with Difficult People

This workshop provides an in-depth, com-mon sense approach to achieving desired outcomes through the art and psychol-ogy of communication. The training will utilize the property manager /service coordinator relationship as a template for communication techniques and principles that can be used to enhance any relation-ship. We’ll use group interaction, skill developing exercises and role playing to gain insight into communication styles and feel empowered to practice the new skills learn in daily interactions with col-leagues and the whole community.

Information on our Conference Workshop formats:

Pre-Conference Intensives: 3-hour work-shops that provide in-depth education, skill development activities and a review of the models, tools and resources profession-als can use to apply their new knowledge to their daily work.

Multidisciplinary Workshops: 90-minute topical presentations that blend lecture with case studies, interactive activities and resource reviews to provide attendees subject and application knowledge.

Best Practice & Networking Workshops: 90-minute sessions that combine presen-tation with facilitated group discussion. Participants will learn replicable best practice models and build networking connections with peers in the industry.

For more, frequent, up-to-date informa-tion, visit our web site!


www.servicecoordiantor.org

AASC

AASC

“I really enjoyed myself. It’s always great attending these conferences; the networking is awesome.”


The goal of the Affordable Care Act is to make sure every American has access to health insurance by the year 2014 – less than a year from now. New coverage options and tools will boost consumer protection when the act goes into effect. The new law seeks to improve the quality and efficiency of care by adapting health care payment arrangements for individual health care providers, institutions, and state governments, particularly by enabling greater experimentation with Medicare and Medicaid payment systems.

We talked to three members of the American Association of Service Co-ordinators Board of Directors, from three different, unique backgrounds, to get their take on how the Afford-able Care Act might impact the role of the service coordinator.

Ron Budynas Director of Housing Wesley Housing Corporation

Anna Maria Maldonado Director of Sales and Marketing Care1st Health Plan of AZ

William Massey Chief Executive Officer Peninsula Agency on Aging, Inc.

As an affordable housing/managed care professional, how do you see the implementation of the ACA affecting your industry?

RB: I think it is still too early to tell. We know that a lot of the costs and benefits to employees will depend on what the exchanges come up with, which we haven’t seen yet. We’ll have a much bet-ter outlook on the impacts once they start providing more information.

AMM: What I see the Affordable Care Act doing for me is expanding mem-bership potential. With this expansion comes infrastructure preparation for the increase in folks that are now eligible [for health care.] Do we have the capac-ity to serve all those that are eligible? This is what we are thinking about.

WM: While there are many challenges and unknowns as the ACA is imple-mented there are also many opportuni-ties for area agencies on aging (AAAs) and service coordinators. The CMS initiative to reduce 30-day hospital readmissions has afforded opportuni-ties for AAAs to serve as community based organizations (CBOs) providing a link between hospitals and home and community based support services to assure successful care transitions from the hospital to the home setting.

How do you see the implementation of the ACA affecting the role of the service coordinator? Do you see their role evolving?

RB: I think there is great opportunity here. The involvement of service coor-dinators ensuring follow-up care and coordination could be an incredible im-pact to the effectiveness of the health care system. One hospital administrator recently told me they started to exam-ine why many people were returning to the hospital - they found that patients were being discharged without follow-up appointments of any kind. Coordina-tion between discharge planners and service coordinators could really impact the quality of care for the residents.

I think the service coordinator will be instrumental in feeding information to the residents and assisting them in get-ting to people who know the programs. Additionally, we are getting to know the hospitals so that we can participate with the Accountable Care Organiza-tions. We see a great role for the service coordinator to play with post discharge management and keeping people from readmission. With the dual eligibles be-ing our largest client and they are also the most problem for the health care system, it only seems logical that this resource could be tapped to assist in ACA’s success.

Board of Directors Weigh in...On the Affordable Care Act


AMM: I think their role will stay pretty consistent. It will add an element of knowledge, another piece for them to know where to get more information to bring in appropriate programming and services for their residents. As those that serve, I don’t think we’re ever done knowing all the organizations and service providers in our community that relate. There’s always research to be done in order to effectively serve their residents; this will add another place to direct them for health care information and resources.

WM: In our industry, care transition coaches utilize evidence based models, such as the Coleman Care Transition Intervention Model, to assure the patient understands discharge instructions, un-derstands how to take medications and has access to the prescribed medica-tions, and has transportation to follow-up visits with their physician. The coach then hands off to service coordinators or care coordinators when supportive services are indicated and need to be put in place, an important step.

What are some steps service coordina-tors could take to prepare/educate themselves for this change? How do you plan to communicate these chang-es with your employees, in your field?

RB: Unfortunately, there just isn’t much going on right now. We’ll know more when the exchanges begin. [At Wesley Housing] we have regular quarterly trainings and semi-annual benefit meet-ings. Also, since our benefit year changes late, we will actually have more time to ensure we are both compliant and get information out to our folks.

AMM: Service coordinators need to seek out the information. Where should you go? Where can you find the tools? Know where to go to get the most up to date and accurate information, for both you and your residents. A huge amount of people will be getting health services that haven’t in a long time – or ever. The economic impact is huge – confusion in the marketplace could lead to predators/abuse of the systems. Service coordina-tors need to guard against this. Business-es that are putting together marketing efforts will be looking for certain income levels, so let your residents know they might be approached. It’s important to

be aware and cautious to protect the populations you serve.

WM: I anticipate there will be substantial employment opportunities for coaches over the next several years as CMS con-tinues to roll this program out across the country. I encourage service coordina-tors to take advantage of opportunities for in-service training and webinars to become better educated on the ACA so they can be players in this new arena.

How do you see the ACA positively affecting service coordination and the affordable housing industry?

RB: If the ACOs work like they say they are supposed to work, it will be a great step forward for everyone. The downside is for the folks that live a poor life style already. If they smoke, are inactive, and eat poorly then the best medicine in the world won’t help. One doctor told me that you have to take care of yourself. If you are counting on medicine to fix you no matter what you do to your body, you are in trouble. Technology isn’t that good and doctors aren’t that smart. It takes both the care system and the residents to ensure this system works. It will be up to the service coordinators to get the residents to live better through education and programming. This will be a great responsibility as they work with the dual eligibles who are the most chal-lenging patients in the system. I think that if we can get folks to do their part, the ACOs will be a great benefit.

AMM: These changes will definitely provide more information to add to your database to understand your residents/locations more. If I was a resident service coordinator, I’d look at health care competitors in my community – the folks meeting the most basic needs of my residents. I’d be tapping into them for information and sponsorship of my programs. Service coordinators don’t have as much time as they need, so you can put the responsibility on the folks who want to come in and brand. Put the mandates and parameters in place on what you want and need for them to do for programming at the location. These changes will expand the interest of the companies who want to come in to do programming.

Ron Budynas

Anna Maria Maldonado

William Massey


SC101: Service Coordinator Basics educates brand new service coordinators who need to understand their position and receive quality training to become proficient in the basics - quickly.

This education program has six courses delivered across three months via two web-based trainings per month to provide new coordinators education on:

• Roles, responsibilities, relationships• Industry best practices for ethical conduct, documentation,

outcomes/measures and resource network development.

This unique series is offered both individually and as a six-course package at a discounted price.

• Individual SC101 courses are $49 each for AASC members and $79 each for non-members.

• The six-course SC101 package is $240 for AASC members and $474 for non-members.

Our next SC101 session begins Tues., April 23 at 2 p.m. EDT and will continue through June.

• April 23 Service Coordinator Roles and Responsibilities This course sets the stage for AASC’s SC101 Education Series - Service Coordinator Basics by providing participants a clear understanding of the purpose, role and functions of a service coordinator in a housing setting.

• April 30 Service Coordinator Relationships - An Integrated Team Approach Adding a service coordinator to an existing team of profes-sionals requires forethought, education and collaboration to ensure success. This course provides a foundational understanding of the roles, responsibilities, and limitations of each member of the property’s support team.

• May 14 Service Coordinator Documentation Standards and Best Practices This course covers the components of a resident file, HUD requirements and organizational guidelines for documen-tation, best practices and tools for tracking, compliance, storage and confidentiality. Participants will learn practical strategies for effective recording, tracking, reporting and measurement of data and program outcomes.

• May 21 Service Coordinator Ethics, Boundaries and Best Practices for Resolution This course provides service coordinators with a founda-tional knowledge of ethics and ethical conduct via AASC’s Code of Ethics and a review of the standards of conduct that apply to all work relationships. We’ll also review methods coordinators and the team can use to delineate boundaries,

monitor potential violations and best practices for decision making and conduct when ethical dilemmas arise.

• June 18 Measuring Program Outcomes and Success This course provides practical strategies and tracking tools service coordinators, managers and teams can use to establish and measure inputs, activities, outputs and out-comes and reviews how a comprehensive logic model can be used to measure performance indicators, collect and analyze data, and report findings.

• June 25 Resource Network Development Best Practices Creating and nurturing a robust resource network is an essential component of the service coordinator role. This course addresses how service coordinators can build their skills with interpersonal communication, relationship-building to successfully reaching out to new network contacts and provides practical strategies to engage and energize existing partners.

Successfully completing the entire SC101 series will result in the accumulation of nine continuing education credits in just three months. This series provides a great start to the training requirements for new HUD service coordinators, as well as a comprehensive overview of service coordination.

Register at www.servicecoordinator.org

SC101: Service Coordinator Basics

Don’t just take our word – members have great things to say about this six-course program:On ethics… “I liked the case examples/scenarios he provided because it helped me to relate to a situation or to be on the lookout for any situation I may encounter in the future that may be similar.”

Rachel Loggins, Service Coordinator, East Lansing, Mich.

On documentation… ”The knowledge demonstrated by the presenters was comforting and made me feel confident in my ability to be an effective service coordinator. In addition, I was also made aware of the areas I needed to improve and focus.”

Michelle Miller, Service Coordinator, Shorewood, Wis.

On roles and responsibilities… “As a new service coordinator, I found this webinar full of information pertinent to the stage of the process I am currently at, as well as confirming for me that I am doing the right things thus far, and will be able to learn things I still need to know.”

Linda Jerome, Service Coordinator, Greenville, N.C.


Meet Daniel Lin - one of two Service Coordinators at Parkway Meadows, a unique property in Michigan with 275 residents, and the 2012 AASC President’s Award recipient. 87 percent of the population qualifies as frail or at-risk; more than 200 of his residents speak only Chinese and Daniel is the only Chinese-speaking staff person at the site. His supervisor calls him a “tireless and dedicated advocate to his residents.”

My name is Daniel Lin. I was born and grew up on the beautiful island of Taiwan. Prior to coming to the United States, I was married and had my first child, Abraham. In 1990, both my wife and I studied at the University of North-ern Colorado. While we were working on our degrees, we had another blessing as Naomi, our second child, was born.

In 1993, after I received my Master’s degree in gerontology, we moved to Southern California. I worked as a social services director at a 151-bed skilled-nursing facility. From 1999 to 2004, I served as the program director for an adult day health care center in Los Angeles County. Through the encourage-ment of one of my sisters who lived in

Michigan and knew of my desire to grow professionally, I applied for my current service coordinator position. In 2004, my family moved from sunny California to Michigan.

It has been a great blessing and wonder-ful journey for me for the past nine years in my position as service coordinator. I am overwhelmed at how rewarding this job is for me, and how much love and support I have received from all service coordinators of KMG Prestige and AASC family. Every morning, I wake up with much curiosity and excitement to the coming new day, as well as what sur-prises and challenges my residents will bring to me. In addition, it is remarkable how much I have developed profession-ally with the support and encourage-ment of my supervisor, Kelly Green. Ms. Green empowers us and enlightens us from within. For example, she made sure we had everything we needed so we could attend all the AASC annual confer-ences and trainings. On a personal level, the most important is that I am able to appreciate, treasure, and to respect the meaning of life.

I have an 86 year old mother who is very ill and lives in Taiwan with my brother. Often I was sad that I was not able to be there with her. My mother knew of my feelings and spoke to me saying, “If you honor your residents, you are honoring

me, and I am very happy for that.” Being a service coordinator is a blessing; serv-ing seniors is a privilege.

Since we live near campus, my lovely wife, Edith, and I regularly feed a group of University of Michigan students in our home as part of our personal ministry. Last year, my two children both gradu-ated from college, and I am entering into another stage of my life. My next challenge and gift to myself as I prepare to celebrate my fiftieth birthday next year, is to learn the Hebrew language and read the Hebrew Bible.

I am humble, thankful, excited and ready to welcome the next chapter of my life.

Member Spotlight

My Name Is... Daniel Lin

Page 9www.servicecoordinator.org


The City of Upper Arlington is a small residential suburb of Columbus, Ohio. Founded 90 years ago and just under 10 square miles in size, 33,000 residents call it home. It’s also the birthplace of an innova-tive community-based service coordina-tion program that is changing the scope and definition of the industry.

“One of the main reasons we started the StayUA program in Upper Arlington was the need to find ways to keep older adults out of the system,” said Linda Mauger, Program Director, Ohio State University Office of Geriatrics and Gerontology. “Just taking an adult to the ER time and again doesn’t fix them.”

The StayUA program defines itself as a local, replicable response to a national di-lemma. The program is changing the para-digm of care and responding to individual needs by connecting health care, social services, and long-term care through first responders at the “point of entry into the system.”

“So many people in need, including both seniors and their caregivers, just don’t know where to start. The service coordi-nator helps put the pieces of the puzzle together,” Mauger said. “Involvement at the community level keeps the adult out of the health care system and also out of the long-term care system. The program

helps the adult live a higher quality life and saves the expenditure of the repeated transports. It’s all connected, and it’s an innovative local replicable program.”

Mauger and Janice Monks, AASC Presi-dent and CEO, began working together on the Professional Service Coordinator certificate program nearly a dozen years ago. Monks’ familiarity with service coor-dination, along with Mauger’s tenure as an Upper Arlington City councilwoman, led to the development of the StayUA program.

“The main factor increasing health care costs is people using health care resources when it’s not necessary, one of which

Community-Based Service Coordination: A Look Forward


happens to be when an EMT is called and the needs are not for emergency services,” Monks said. “This is seen a lot from older adults, who are calling out of loneliness, fear, chronic condi-tions or other non-crisis related situations. Often they just want to be seen by someone.”

Monks explained that incorporating the service coordinator into the firehouse locations brings an understanding of these misreported social and behavioral problems. This community-based service coordination model is a unique way of blending social work and immediate crisis response. The program truly bridges the gap between services offered by the Fire Division’s emergency medical service and connecting residents with the appropriate support services that could help prevent future emergency situations.

“It’s a new way of thinking creatively in understanding these complex relationships,” Monks said. “What we need in the future to continue these innovative programs is attention from local and state congressional representative, as well as tangi-ble outcomes monitoring. This is where AASC comes in; we can lend a hand in the promotion and advocacy of this program. The benefits of community-based service coordination are at-tractive to small and large communities, either urban or rural.”

The service coordinator working on the StayUA program, thanks to a collaborative agreement with National Church Residences, stays busy. This position is placed within the Upper Arlington Fire Division. Thanks to word-of-mouth promotion, extensive community involvement and local media coverage, the elderly and disabled citizens of Upper Arlington now have an invaluable resource that links them to dozens of local orga-nizations. Program information can be found on the city and Fire Division web sites.

In its first year of existence, the program helped link numerous community members with resources and services they did not know were available to them. This resulted in immediate, cost-effective improvements to their quality of life and the ability to remain in their homes and age in place.

Recently, this community-based service coordination model has further expanded in Ohio to Delaware County, thanks to a grant from the Central Ohio Area Agency on Aging. The pro-gram, managed by the Delaware Council for Older Adults, was just beginning as of press time. Further updates on the success of the program will be available in future publications.

Are you looking for resources applicable for a replicable pro-gram in your area? A replication manual is in the final stages of development. Watch www.servicecoordinator.org for more information as to when the resources will become available.

GERIATRIC POCKET DOC

Older adults, family members and service providers, order your copy of Geriatric Pocket Doc, 2nd Edition.Geriatric Pocket Doc is a portable guide to common geriatric disorders and medications, as well as elder abuse information.

$12.50/each (tax included) + shipping

� e revised Geriatric Pocket Doc is printed with built-in color “tabs” and includes tables and images.

Place an order online at:www.centeronelderabuse.org/order_pocket_doc.asp

Learn more about elder abuse and neglect at:www.centeronelderabuse.org

“It’s a new way of thinking creatively in understanding these complex relationships,” Monks said.



Information on the Affordable Care ActWednesday, April 3Janice C. Monks, President and CEO, AASC; and Pamela Mokler, Vice President of Long Term Care, Care1st Health Plan

This webinar will be provided free of charge thanks to a sponsorship by Care1st Health Plan.

Mental Health VitalityWednesday, April 10Dr. Elaine Jurkowski, University of S. Illinois - Carbondale

Culturally Competent PracticeWednesday, April 17Dr. Tracy Schroepfer, Associate Professor, University of Wisconsin-Madison

Drug and Alcohol Abuse in the ElderlyWednesday, May 1Dr. Randi Love, Associate Professor, OSU College of Public Health

Fair HousingWednesday, May 8Judy Wolk, Attorney, Judith B. Wolk, LLC.

HoardingWednesday, May 15th Karen Kruzan, K2 Organizing

Indicators of Elder AbuseWednesday, June 5Paul Needham, Field Rep and Trainer, Oklahoma Adult Protective Services

The Many Types of DementiaWednesday, June 12Lynn Ritter, Northwest Ohio Alzheimer’s Association

Self-Neglect & Elders – Addressing the Issue of HoardingWednesday, June 19Andrew Capehart, Assistant Director, National Adult Protective Services Association

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WebinarsJoin us on Wednesdays at 2 p.m. EST. Each webinar will be 90 minutes in length; each session is worth 1.5 training hour credits.

What are the benefits of AASC webinars?

• Increased accessibility to training• No travel costs• Instruction by industry experts

Our members have great things to say about our webinars!“The presenter really expanded my knowledge about elders going through grief and depression. My approach to someone experiencing grief and depression will be much clearer and filled with more understanding and compassion.”

Carol Kirkland Resident Service Coordinator, Savannah, Ga.

“This was an excellent presentation in that it opened my eyes to the problem and the ways in which to address it and also to find ways to better communicate with indi-viduals that may have these kinds of problems.”

Johnnie Segura Service Coordinator, San Antonio, Texas

“Prior to attending this webinar, I knew nothing about Senior Medical Patrol. I am anxious to check further into this and see if someone could come and speak with my residents in the near future.”

Julia Doty Service Coordinator, Marion, Ohio

Webinars are $49 each for AASC members and $79 each for non-members. Occasionally, we are able to offer sponsored webinar training opportunities to our members free of charge. Visit our web site for more information regarding these opportunities.

2013 Second Quarter Schedule



Regional Service Coordinator SymposiaThese are smaller and more intimate educational gatherings. AASC’s regional symposia are held around the country and offer two days of educational work-shops, keynote speakers and network-ing opportunities. We are planning two symposia in 2013; there are also plenty of opportunities at our symposia to meet new colleagues who can become a part of your professional network of support.

Southeast Service Coordinator SymposiumApril 25-26, Crowne Plaza Charleston North Charleston, S.C.

Keynote SpeakersKathy Cleveland-Bull, President, N-Compass Consulting

Susan Theriot, Senior Center Liason; and Rene Beard, SC Access Coordina-tor, South Carolina Lt. Governor’s Office

Dee Hansen, Artist & Caregiver, Hansen Painting

J. Sam Wiley Jr., Vice President of Programs, Alzheimer’s’ Association – South Carolina Chapter

Workshop PresentationsSue Levkoff, Ph.D., Endowed Chair, Community and Social Support, Univ. of S. Carolina

Cross-Cultural Care: Designing appropriate assessments, interven-tions and supportive services for diverse populations

Healthcare Reform and Technology: Supports for Aging in Place & Care Coordination

Jan Merling, MA, Arnold School of Public Health, Univ. of S. Carolina

The Basics: An Introduction to Dementia

Brenda Tsavatewa, Service Coordi-nator Supervisor/QA Specialist, N&H Enterprises

SC101: The Role and Responsibilities of a Service Coordinator

Franeida Jackson, Rick Jones and Adrienne Jenkins, Resident Service Coordinators, Community Life Concepts, Atlanta, GA., Ph.D., Executive Director, Canterbury House

Intergenerational Programs: The Future of Vibrant Living

Jan Elizabeth Todd Heckel, MSW, CDE, Program Director, Diabetes Initiative of SC/USC Site; and Ramsey Makhuli, MPH, SC Public Employee Benefit Authority Merling MA, Arnold School of Public Health, Univ. of S. Carolina

Diabetes and Disease Management in Elderly/Disabled Adults on Fixed Incomes

Mary Dianne Beauchamp, MSN, RN, Clinical Nurse Educator, V.A. Medical Center; and Deborah Blalock, Executive Director, Charleston Dorchester Mental Health Center

Mental Health Conditions, First Responder Protocols and Crisis Intervention Resources

Judy Wolk, Attorney, Judith B. Wolk, LLCPractical Application of the Federal Fair Housing Act

Nancy Brown, Ph.D., LISW-CP, Associate Professor, Univ. of S. Carolina

Motivational Interviewing: Generating Behavior Change in Adults

“Thanks to everyone that planned and pulled off a fantastic confer-ence in Madison [Midwest, 2012]. I made some great connections, learned some really good info to bring to my residents, and enjoyed the experience.”

Topics on Quality AssuranceWednesday, June 26Madelyne Pfieffer, CEO, MJ Housing and Services, Inc.

Be sure to check the member’s only sec-tion of the web site for exclusive webi-nar recordings, including information from Judy Chavis, AASC Executive Vice President, on how to complete your HUD Semi-Annual Performance Report. We’ll keep this section fresh with members-only trainings and toolkits to make your job easier.

Visit www.servicecoordinator.org to register.



Southwest Service Coordinator SymposiumMay 23-24 Bally’s Las Vegas Las Vegas, Nev.

Program Information12 CEUs are available and approved by National Association of Social Workers (approval pending).

Keynote SpeakersJanice Monks, President & CEO, AASC

Vision and Trends in Service Coordination

Judy Chavis, Executive Vice President, AASC, Powell, OH,

Regional Public Policy Overview

Jodie Gerson, Southern Nevada Adult Mental Health Services; Judy Bousquet, Consumer Advocate, NAMI and Lesley Dickson MD, Medical Director at Center for Behavioral Health and Chair of Governor’s Committee on COD

Mental Health Crisis Intervention, Recovery Resources and Policy

Pre-Symposium Workshop Patrick Arbore, Ed.D., Institute on Aging, San Francisco, Calif.,

The Deadly Triangle —The Relationship between Alcohol, Depression and Suicide in Elders

Workshop PresentationsJudy Chavis, Executive Vice President, AASC, Powell, OH,

Ethics

Patrick Arbore, Ed.D., Institute on Aging, San Francisco, Calif.,

Storytelling as a Therapeutic Tool

Pam Mokler, MS, Vice President of Long Term Care, Care1st Health Plan, Monterrey Beach, Calif; and Janice Monks, President & CEO, AASC, Powell, OH,

The Affordable Care Act: Impact on Seniors

Albert Chavez, Regional Director, Alzheimer’s Association- Desert Southwest Chapter, Las Vegas, Nev.,

Dementia Overview and Creating a Care Team

Katrina Kujan, MSW, Service Coordination/Quality Assurance Administrator, California Commercial Investment Group, Inc., Santa Barabara, Calif.,

Service Coordinator and Property Manager Relationship

Madelyne Pfeiffer, MSW, CEO, MH Housing and Services, San Diego, Calif.,

Preparing for a HUD Desk Audit

Robin Bonifas, Ph.D., Assistant Profession, Arizona State University, Phoenix, Ariz.,

Bullying and Socially Challenging Behaviors in Elders

Jenn Fleming, Assistant Manager of Housing Services, Las Palmas Housing, Encinidas, Calif.,

Building a Resource Network

Register at www.servicecoordinator.org

Why do over 1,700 service coordination professionals use AASConline?

• AASConline is easy-to-learn and easy-to-use• Web-based software provides low cost implementation• No hardware to buy, configure or troubleshoot• No software to install, maintain or upgrade• Avoid having to back up your data… every single day

“ The Semi-Annual was very time consuming until I started this program. I feel very confident that my report will be accurate… everything you need at your fingertips.”

Visit aasconline.com or call 866-615-0982 to sign up for your free trial today! Special pricing is available for members of AASC.



‘Climbing the Heights’ was the first-place winner in the 2012 Innovations in Service Coordination awardsTaking first place in the 2012 Innovation in Service Coordina-tion awards was Francis Heights, with their unique ‘Climbing the Heights’ wellness program. The elderly residents in the commu-nity lacked a motivating exercise program that was accommo-dating, yet interesting. The program allows residents to measure their own physical activity and to be in charge of how often or far they walk.

The competition heats up when residents move their walkers across the seven foot mural which contains replicas of Colorado’s lake and mountains. The mural has various milestones marking progress on a 650 mile journey. Residents use distances equiva-lent to miles traveled to several locations on the property; other activities, such as an exercise class or stair climbing, have also translated into miles so they could be tracked. Francis Heights residents can even count their mileage in the pool!

“It’s still working really well for us as an independent exercise program,” said Katie Barbier, CHSP Coordinator, Francis Heights. “We’ve increased awareness of the program since last year, as well as the importance of walking as a health aid. Residents can track their “mileage” from so many different types of exercise now that it will work for anyone.”

Francis Heights has allocated some of their award money to beef up the exercise program offerings. Residents now have the use of several types of hand weights, exercise bands, wrist/ankle

weights and medicine balls. As always, the staff has worked to equate this to a mile in the tallying program.

“We have many dedicated individuals!” said Barbier. “Our 102-year-old resident is still walking her miles. The program gets to be more competitive when we distribute fliers seasonally. We’ve had two residents who have already walked a cumulative 650 miles due to the program.”

Staff is planning an extended pro-gram for Senior Fitness Month in May. Residents can look forward to a healthy lunch on the patio, as well as an ex-panded ‘Climbing the Heights’ program and bi-weekly seminars from a local dietitian.

“Residents are saying ‘I need to lose weight,’ and ‘This exercise program is a

good idea,’ so we are working to provide them the resources they want and need,” Barbier said.

Barbier notes that the program is truly impacting the well-being of residents. She has seen residents who have come out of reha-bilitation and bounced back from injuries or falls more quickly due to their participation in the program. Those who are dedi-cated set good examples for the rest.

“When the weather is good, I often see people that I wouldn’t expect out walking. If the program influences them to be active in any way, that’s great!”

Catching Up With… Francis Heights


PO Box 1178 Powell OH 43065 www.aascconference.org

Setting THE PACE for Service Coordinators

INDIANAPOLIS

August 18-21, 2013

National Service Coordinator Conference

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