We set standards to meet your needs and expectations when receiving a service from us. We want you to know what to expect. We are committed to creating an environment where everyone is treated with dignity and respect at all times.

Senior and Veterans Services Hours of Operation

Monday – Friday, 8:00am to 5:00pm (last appointment - 3:30pm)

Senior and Veterans Services General Communication and Office Coverage Expectations

Telephone Inquiries:

1. Calls will be answered as promptly as possible.
2. When voicemail is necessary or should a customer prefer to leave a message, county personnel will return the call no later than two business days. Every effort will be made to return calls the same business day.
3. If the individual you are contacting is out of the office, their voicemail will include a detailed message notifying the customer of the individual’s return to work date and an alternate contact.
4. When callers reach a department that is unable to assist them with their inquiry, every effort will be made by the person that answered the call to get the caller to the correct location for their inquiry to be addressed.
5. Customers requesting an appointment with a Senior or Veteran Services Counselor have the option of meeting via telephone, virtually, or in the office at a mutually agreed upon date and time and  a checklist of documents and information necessary for the appointment and be sent electronically or mailed based on their preference.

Email/Website Inquiries:

1. All e-mail and/or website inquiries, will be acknowledged within two business days. If an e-mail request is expected to take longer than two business days, the acknowledgement will provide a date when the requested information will be available or provide a status update.
2. If the individual you are contacting is out of the office, an automated email notification will be sent to the customer. This notification will include the individual’s return to work date and an alternate contact.

Social Media:

1. Requests/questions received through social media (Facebook, Instagram, etc.) will be responded to within one business day.

Front Desk (in person) Inquiries:

1. Staff will be available at a front desk to respond to each inquiry.
2. Staff will listen effectively to each request and take the necessary action to provide assistance.
3. Customers will be assisted in making an appointment with the appropriate individual to assist them with their request either via telephone, virtually, or in our offices based on their preference.  A checklist of documents and other information necessary to complete their request during the appointment will be sent electronically or via mail, as requested.  
4. Customer will be provided the contact information of the person who they will be seeing during their appointment and any other information as appropriate (i.e. Zoom links, etc.).

Office Coverage:

1. Front Desk Coverage
   1. During Office Hours
      1. Administrative Support Specialist
         1. When this position is away from the front desk, a Senior and Veteran staff member or a trained back up will be available to cover the front desk.
2. Issue Resolution and Escalation Path
   1. Director> Executive Director of Services> County Administrator

Senior Services Delivery Standards

1. Referral for Services:
   1. Referrals placed on line:
      1. Anyone can place an on-line referral for services on the website. 
      2. The referral software guides the referring party through a series of questions and (based on answers) provides potential eligibility results. 
      3. If senior appears to meets eligibility requirements, a printable information page appears that provides the following information:
         1. Notification of eligibility.
         2. Notification to expect a phone call  to set up an intake meeting with the provider for the services.
         3. Phone number(s) to look for on their caller ID.
         4. Information on how to contact Senior Services in the event they have further questions.
      4. If a senior does NOT appear to meet eligibility requirements, a printable information page appears that provides the following information:
         1. Notification that it appears a senior does NOT meet eligibility requirements and lists the requirement not met.
         2. Information on how to contact Senior Services to discuss extenuating circumstances they feel would warrant reconsideration.
      5. If email information was provided during the referral, an email is sent to the referring party listing all information used to determine eligibility and the results of the referral, along with all the other information listed above for use in discussing options with family, care teams, etc.
   2. Referrals received via telephone:
      1. If a senior or their advocate (family, friend, discharge planner, care manager, etc) calls the office, staff will take the information over the phone and enter it in the on-line referral system. 
      2. See “Referrals placed on line” above.
      3. During the conversation, if results indicate the senior does not appear to be eligible, other resource options will be provided.
      4. If email information was provided during the referral, an email is sent to the referring party listing all information used to determine eligibility and the results of the referral, along with all the other information listed above for use in discussing options with family, care teams, etc.

Veteran Services Delivery Standards

NOTE:  Any person requesting services must present a copy of their Discharge paperwork (DD214) prior to the start of any type of assistance or claim. Staff can assist with requesting this document; however it must be in the veteran’s possession prior to scheduling an appointment.

1. Veteran Relief Fund (Formerly Soldiers and Sailors):
   1. Veterans wishing to apply for emergency assistance (whether in person, virtually, or over the phone) are screened by the attending staff member to determine if they meet the following eligibility:
      1. Active duty service.
      2. Character of Service that is honorable or under honorable conditions (must be listed as such on DD214).
      3. Served at least one (1) day during a period of war (does not need to have actually been in combat).
      4. Low income (200% of poverty guidelines)2. If a veteran is eligible, staff schedules veteran with an appointment with a Veteran Services Counselor via telephone, virtually, or in the office based on the Veteran’s preference.  A checklist of documents and information required to process the application can be provided either electronically or via mail upon request.
      5. If a veteran is eligible, staff schedules veteran with an appointment with a Veteran Services Counselor via telephone, virtually, or in the office based on the Veteran’s preference.  A checklist of documents and information required to process the application can be provided either electronically or via mail upon request.
      6. Staff will assist veteran with completing the application form and will make all necessary copies of supporting documentation.  Veteran may be asked to provide three (3) quotes for products or services that are part of the emergency request (i.e. car repair, hot water heater, etc.)
2. Claims to Veteran Administration (VA):
   1. Veterans or their surviving spouse requesting assistance with filing a claim for either Pension or Compensation, or survivor benefits through the VA are scheduled with an appointment to see an accredited Veteran Services Officer to review options.
   2. A list of information and documents that must accompany them to their appointment.  A checklist can be mailed upon request.
   3. During the first appointment, a Notice of Intent to File (VA21-0966), and a POA form (VA-21-22) will be completed and filed with the VA.  Medical records (if appropriate) and any other appropriate records willordered, as well as any additional information as needed.  The claim is developed over the next 12 months and filed as soon as complete. 

There are numerous service related issues that arise on a regular basis. Some examples are:

• Assistance with community resources that are not services we provide in this office (i.e. senior and/or veteran housing, assistance in completing forms for other services such as utility crisis, etc.)
• Resources for how to support a loved one who is experience dementia or PTSD
• Advocates (or in some instances the senior or veteran) who are calling to report instances of abuse or neglect of a vulnerable adult will be assisted in reporting to the necessary authorities. If we are receiving the information FIRST HAND (i.e. the victim themselves is reporting to us) we can place the referral to Central Intake; however, if someone other than the person in question (i.e. a neighbor, family, etc.) we provide the information to report to Central Intake directly.

In all instances where assistance is being sought we provide customer service through information and referral that:

• Suspends judgement and seeks to understand the root cause of the problem
• Treats each individual with the dignity and respect we all deserve
• Connect them with the appropriate agency(s) to assist or at least further understand what the individual needs

To provide additional feedback or speak with a representative, please fill out our Customer Service Survey. For priority matters that require immediate assistance, please contact Sherry Owens, Director at 269673-3333 or SOwens@ALLEGANCOUNTY.ORG.