DME
We Rarely Take These!
Walkers, canes & crutches
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
- Avoids confusion with Senior Services Associates
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.
- Erica give an example like we had today
Not Done After Your Shift
What is shut down my computer
Staying past your shift - we will take care of anything
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
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 attched.
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 because there is a need or past issue, so be sure to follow them exactly.
- Make sure you read them and enter the ride based on that. If unsure, see Lori. SHOW EXAMPLE - Houghton (both clients)
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 to Silvia. You will not see CRs who are inactive or archived.
The @ Symbol
What is the symbol I use to direct a Teams message to a specific staff member or to @AllStaff.
- 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.
do if someone walks in with DME to donate.
do if a CR or walk-in gets upset or yells at us
do if a CR is marked "no Transport?"
Donation Motto
What is No Rust, No Crust, No Dust?
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 CR to confirm
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 are any voicemails left during your shift?
However, this is a courtesy. If it's past your shift, know it will be handled
When Do I
list someone as an escort (required caregiver) or second rider?
-Define escort and second rider.
-they must be approved.
-SHOW 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
Drivers Should Not
What is calling to arrange for, change, or cancel a CR's ride?
- If they do, you do not have to do anything. Put them on hold and transfer to Lori.
Destination Not Found
What is send a Teams message to Lori if the CR's destination is not found in their favorites so she can enter it? Give her the practice/physician name, suite #, 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 for it to be added if it's not there.
Done After Your Shift
What is I log my volunteer hours!
- Use the service type of "Reception'
Where Do I
go for supplies?
-extra spiral notebooks, clips, whiteout, etc. - White cabinet
-more scheduling sheets, DME forms, 1/4 sheets of anything - 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?
It's A Paper Trail
What is using the binder AND notebook to document and log every ride request?
Sarah!
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
SHOW EXAMPLE - Loree Merrill
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 @allstaff Teams message. But it is OK to let it go to VM, especially if you have walk-ins
Retrieve voicemail? - ask Janet to show you
schedule a one-way pickup from a destination? Lori - SHOW EXAMPLES