The service handles nearly 50,000 inquiries a year. Many times the calls come from neighbors, friends or relatives of older adults whose life situation appears to be deteriorating. Callers can be unsure what to do, and the information and referrals provided by SeniorLine care managers show them the way. The service also works with other information and assistance programs, including the Allegheny Link, also operated by the county Department of Human Services, and PA Southwest 2-1-1, to ensure answers are found. Importantly, SeniorLine is the required point of intake for anyone who knows about and desires long-term care programs, such as Family Caregiver Support, that may help keep older adults safe and independent in their home. However, people who contact the SeniorLIne seeking general information may also consent to an intake interview that could lead to a helpful program that they might not have known about or considered. The intake interview, conducted by a SeniorLine care manager, would be forwarded to an appropriate program staff, who can then arrange an in-home assessment of needs for a program match.
the denial. It turned out that the woman’s financial information had crossed in the mail with the agency. The agency issued a denial letter the same day that the necessary financial information reached it. The woman ultimately received the assistance she needed because Angel was able to help her see and pursue the proper path to it. “People get overwhelmed,” Angel adds. “They don’t know where to start. They are grateful that we give them some direction.”
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That extra step Angel has been a SeniorLine care manager for 15 years. As other care managers are, she is trained to be proactive when helping someone, probing during her discussions with county residents to make sure that while the person’s first inquiry is answered, there aren’t other issues for which the region’s many resources might offer help. While sometimes social work services are found to be needed, no actions are taken without the consent of the person in question and confidentiality is always maintained. Angel recalls taking an inquiry from a woman who had applied for a financial assistance program she needed but had been denied. She had given up. “I told her what the next step should be and explained to her why it was important that she take that step,” Angel says. The woman took Angel’s advice and pursed the reasons behind
Gary, also a 15-year veteran on SeniorLine, agrees. “We help them solve their own problems. Sometimes, it’s just that they didn’t think about the solution.” Gary says that one of the most satisfying aspects of his job is knowing that somehow, he might play a part in improving the circumstances of an older adult. “We’re in it for the older adults. You do get a good feeling from that,” he comments. Although SeniorLine is the primary point of contact for information and assistance accessed through the Allegheny County Area Agency on Aging, specialists can also be found at 21 specific Senior Community Centers. Contact information for those centers is listed on page 15 of the Allegheny County Senior Resource Guide and in every issue of the Pittsburgh Senior News. PSN Contact the SeniorLine by phone at (412) 350-5460, (800) 344-4319 or TTY: (412) 350-2727; or email SeniorLine@Alleghenycounty.us. The SeniorLine operates 8:30 to 4:30 p.m., Monday through Friday. Volume 6, Issue 11
October 2015 • Pittsburgh Senior News
SeniorLine has been around for about 30 years, beginning with a half dozen staff members who answered phones. As demand and technology have expanded, the service has been modified and upgraded. It now features care managers with specific expertise in transportation and housing issues, as well as those with longtime experience who consult on more involved questions—which can be posed via email and TTY, not just by phone.
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