DME
We Rarely Take These!
Walkers, canes & crutches
-Whether we take donations or exclude certain types can and will change, sometimes daily or weekly, depending on inventory and the availability of DME cleaning volunteers.
The Standard Greeting
What is 'Thank you for calling Senior Care Volunteer Network. This is Betty. How may I help you?'
Why?
- Let's CR/caller know they reached the correct place. Just saying "Senior Services" or "Senior Care" is too ambiguous to the caller.
- Avoids confusion with Senior Services Associates.
- This is an SCVN Best Practice.
Send These To Erica
What are the flower, food box, or incontinence delivery questions?
-This also applies to requests for yard work, home repairs, friendly calls/visits, or other unusual requests from CRs.
-If drivers come in to pick up a food box, flowers, or incontinence supplies, you can direct them to the correct place or ask a staff member to show them.
Not Done After Your Shift
What is shutting down my computer?
Gene cannot remote in to update the computers if they're shut down. Just log out of AR and Teams and leave the computer as is.
Staying past your shift - Please don't feel you need to stay. If there is anything left, we will take care of it.
Who Do I
go to when I am uncomfortable with a situation or person - Any staff member. We will handle everything. You're not alone.
go to when I have a showtime topic - Send to any staff member
go to if I notice a pattern of a driver not calling, showing up late, etc. - Lori
24 hours
What is how long we hold DME for pickup
- Make sure there is a DME bag attached.
-Morning shift should check any DME pending pickup and any > 24 hrs, call the person or return it to inventory.
It's in AR, It's Yellow & Important
What are scheduling notes?
- They're always at the top of the profile.
- They're client-specific and are put in because the CR has a need or there was a past issue we do/don't want to repeat, so be sure to follow them exactly.
- Make sure you read them and enter the ride based on that. If unsure, see Lori. SEE EXAMPLE - Houghton (both are CRs)
A CR's First Contact
Who is Silvia?
- If someone calls and says they are or were a CR in the past, but you can't locate them in AR, send them to Silvia. You will not see CRs who are inactive, on hold, or archived.
The @ Symbol
What symbol do I use to direct a Teams message to a specific staff member, or to @Staff to reach everyone?
- Also, if you need help when it's very busy, or you have an immediate issue and can't leave the desk.
What Do I
do if a CR calls to change their date, destination, or time and the ride has already been assigned to a driver. - send it to Lori. If it hasn't been assigned, you can change it. Please let Lori know.
do if someone walks in with DME to donate.
do if a CR or walk-in gets upset or yells at us. Excuse yourself or put them on hold, and get a staff member; we will handle everything.
do if a CR calls for a ride and they are marked "No Transport," or there is no drop-down to schedule a new trip - send to Silvia.
Donation Motto
What is No Rust, No Crust, No Dust?
If someone calls on the phone asking if we take donations:
-Yes, but we are not currently accepting XYZ. We prefer items to be in new or like-new condition. Donations are subject to approval by a staff member, and we may not accept all donations.
-If they come in and the donations are still in their car:
-Ask them to leave them in the car. Have a staff member go out and evaluate the items.
If they bring items into the building:
-Ask a staff member to come to the front to approve their items.
Before You End The Call
What is verbally review the details with the CR.
-Restate the date & day, pick-up time, appointment time, return time, destination, including the name of the business/practice/physician, address, and city.
-Ask the CR to confirm that what you've just read to them is correct.
Holidays & Weekends
What affects the date of the next available ride?
- It could also be affected if we've capped rides, so don't always assume the 3-day rule.
- We will be closed the week of Christmas!!!!!
Must Be Answered
What is voicemails left during your shift?
-This is a courtesy. However, if it's past your shift, know it will be handled.
When Do I
list someone as an escort or as a second rider?
-An escort is an APPROVED paid caregiver or family member who rides with the CR. A second rider is a caregiver or spouse who is also a CR and is APPROVED to ride with the CR.
-they must be approved. You will see them listed in the scheduling note.
-SEE EXAMPLES
Jerry/Madayn Roberts (Jerry is required escort, but Madalyn isn't)
-Leticia Tumang - has a caregiver escort, but not required
Annual Household Income
What is the estimated total of the borrower's income, as well as everyone living in the household?
-This is their best guestimate.
-If they're hesitant to provide the information, assure them we use this information in the aggregate for grant reporting, and it is not tracked or linked to them personally.
Drivers Should Not
What is calling to arrange, change, or cancel a CR's ride?
- If a driver calls to do any of these, you do not have to do anything. Put them on hold and transfer the call to Lori. If Lori is not here, transfer it to Mia.
-Our mission is to promote the CR's independence, so they must communicate any changes to us directly.
Destination Not Found
What is send a Teams message to Lori if the CR's destination is not found in their 'Favorites' or 'First Destination'?
-Give Lori the business/practice/physician name, address, suite # (if applicable), and phone #.
- If Lori isn't here, go to Mia.
- Pay close attention to not only the address, but also the practice/physician name, suite #, and phone #. Ask Lori to add any of the above details if you're not seeing them listed.
Done After Your Shift
What is I log my volunteer hours?
- Use the service type of 'Office Reception'
-Wiping down your workstation is also a nice courtesy.
Where Do I
go for supplies?
-extra spiral notebooks, clips, whiteout, etc. - White cabinet
-more scheduling sheets, DME forms, DME 1/4 sheets - Janet
-DME bags/contents - Janet
-Buckets, splashguards, liners (if we have them)
-coconut coffee - Sarah :)
The Orange Folder
What is where the DME form is filed when DME is picked up or returned?
-DME forms in the drawer have been processed and entered into AR.
-DME forms in the red or orange folders have not been processed.
If you take a form from the file drawer and make any changes to it, it should go into the orange folder to be reprocessed. Do not put it back into the file drawer.
It's A Paper Trail
What is using the white binder AND notebook to document and log every ride request?
-It might seem arduous, but on several occasions, these breadcrumbs have helped us to solve "little mysteries." Using both is an SCVN best practice.
-Use the notepad to jot down details while you have the CR on the phone, then transfer the information into the white binder.
-The notebook can also be used to document non-transport calls. It doesn't need to be super detailed, but doing that could also be helpful to the next shift.
Oh, the Places We Will Also Go
What is Good Shepard Hospital and offices, or Sherman Hospital and the surrounding offices, Kane County Del Webb?
- If you're unsure, go to Lori (in person or via Teams), and she will make a determination.
It's Split
What is any trip over 2 hours
OR if the scheduling note directs you to split a CR's request
How Do I
know the difference between a CR grocery shopping errand and a CR trip to the grocery store? ERICA
get help when it's very busy - send an @staff Teams message. But it is OK to let calls go to VM, especially if you have walk-ins
retrieve voicemail? - ask Janet to show you how
schedule a one-way pickup from a destination? SEE EXAMPLES of one-way from a destination to home and one-way from a destination to another destination.