In this Issue
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The Front Line of Home Care...Care Managers
Care Managers: Terri Evans, Lucy Bouchard, Ann Souza
Trying to coordinate resources and services that help elders live self-sufficiently and as independently as possible, Elder Services' Care Managers rely on their ability to connect with and engage their clients with compassion and genuine concern.
For Care Managers Lucy Bouchard, Terri Evans and Ann Souza, their work involves unpredictable and often chaotic days because they are most often the first person their clients call when something isn't quite right. These calls may be related to a missed appointment, an unexpected medical issue or a clogged drain. Sometimes, they just need to hear a friendly and reassuring voice on the phone.
"The ability to multi-task and to manage your time is so essential to do this job well," said Terri, a Care Manager at Elder Services for 15 years. "I can leave my desk for less than an hour and return to find 18 messages to be returned. More often than not, as I return a call, I am also entering notes about my last conversation into the computer. No sooner do I replace the receiver, it rings again which can be very stressful."
However, she adds, "I wouldn't want any other job in the world." Lucy, also a Care Manager for 29 years and Ann Souza (32 years), heartily agreed.
"You do this job because you have the passion and desire to help people, not because of the money or status," Ann said. "Most days, I go home knowing I made a real difference in someone's life, maybe more than one."
Care Managers at Elder Services carry a case load of about 90 to 100 clients, whom they visit at least once every three months. In between the in-person visits, they check in with clients regularly and with agencies providing services that enable their clients to remain at home. Services may entail regular visits from a home health aide, transportation to medical appointments or help with home maintenance. Care Managers often are the liaison between an elder and their family members locally or in some instances, long-distance.
"If Elder Services was an orchestra, we would be the conductors," Lucy said. "We make sure our clients are getting the services they qualify for and try to connect them to other resources as needed. We also step in when there is a crisis." In these situations, after the dust settles, they must document every visit and every conversation.
"The notes we take must be detailed enough to let coverage staff jump in on days when we aren't here," Ann noted. "And, by regulation, we have 24 hours to complete all documentation."
Care Managers have to be flexible because their schedules can change moment to moment.
"Some days you come into work thinking you are going out on a visit you've set up the day before," Ann explained. "But when you listen to new voice mails and check email, you have to take a deep breath and quickly re-prioritize because a crisis situation needs your attention."
While they have all learned the art of setting boundaries with clients and not taking work home, they readily admit to letting their defenses down once in a while.
"I had an elder who was so distraught when her parrot died, that I promised to take the bird home and to give it a proper burial," Terri recalled. "When I returned several months later I said I had buried the bird in a meadow with beautiful wildflowers. My reward you might ask? Her delight! She named her new bird Terri, after me. She's gone now but I still chuckle when I think of her and her new bird."
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Consumer Profiles: Helping with Finances Can Turn Lives Around
Money Management Program brings peace of mind to consumers
Nancy is a recent widow and new Money Management client. She lives alone and is gradually losing her eyesight due to macular degeneration. Her only child lives in Colorado and, despite frequent phone calls, her daughter cannot help Nancy with daily tasks. As her vision worsened, it became increasingly difficult for Nancy to write out checks to pay her bills. Nancy decided she needed some help and called our Age Info Department. She told our Intake Specialist "I feel so bad. I've always done my own bills. I was a math teacher for 40 years, so I always balanced my checkbook to the penny. Now I can't even see to keep my register." Nancy has been receiving Money Management assistance for 10 months. She called a few weeks after joining the program to say "My volunteer is great. She keeps my bills up-to-date and even balances my checkbook right down to the penny. I love to see her, and she's become like a friend to me. She reads my mail to me and we write out the checks together. I always sign my checks, but she even got me a large print register from the bank." This makes it easier for Nancy to see what checks she has written each month. She also is getting help with housework and grocery shopping. Nancy told her care manager "It was one of the best days of my life when I called Elder Services and asked for help."
Representative Payee + Consumer Empowerment = Success!
Three years ago, Jim owed six months back rent and was in danger of being evicted. He spent much of his Social Security income on scratch tickets, lost his car, and his gambling addiction estranged Jim from his family. Elder Services was appointed his Representative Payee and worked with Jim's landlord to rectify his back rent and payment issues. Jim also agreed to attend Gamblers Anonymous to help him overcome his addiction. Our dedicated care manager visited him weekly, bringing Jim a gift card for a local market purchased with his funds. Elder Services arranged for a homemaker who used the card to shop for him each week. He also was given a small sum of cash for incidentals, but Jim asked that we not do this, saying "If I have cash I'll just buy scratch tickets with it." It took just over a year to pay back Jim's landlord. Around that same time, Jim felt confident enough to have a little cash each week. He promised to use it for things he needed, not things he wanted, like scratch tickets. We gradually increased his cash allotment and he saved enough money to buy a new TV and get cable, too. Jim was very excited when our care manager brought the TV to him recently. He said, "You know what the best part is? My family is now visiting me. They trust me now and know I am not calling them just to ask for money."
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Staff Contribution:
Elder Brown Bag Program At-A-Glance
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Elder Services Staff Mathew Broderick and Justin Jordan with their crew
What is it?
Since 2005, Elder Services of the Merrimack Valley has operated the Elder Brown Bag Program in partnership with the Greater Boston Food Bank (GBFB). The program provides emergency food assistance to over 3,000 elders each month. It's designed for those who may be running low on grocery/food money after their monthly income is depleted. GBFB provides the food and Elder Services staff coordinate the packing, delivery, volunteer recruitment/management and program administration. Distribution sites in
Haverhill, Lawrence and Tewksbury are centralized locations in the Valley; making them desirable spots in a large geographical area.
When, Where & How are Brown Bags distributed?
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When
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Location
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Distribution
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1st Tuesday of the month
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Pentucket Lake Elementary School in Haverhill
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Bags are packed on-site, volunteers pick up & deliver bags to various locations
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3rd Tuesday of the month
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Lawrence Council on Aging
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Bags are packed on-site, participants pick up bags at COA
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4th Tuesday of the month
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Tewksbury Council on Aging
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Bags are packed on-site, volunteers pick up & deliver bags to other locations
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2nd Thursday of the month
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Lawrence Council on Aging
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Bags are packed on-site, participants pick up bags at COA
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4th Thursday of the month
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Horace Mann Silver Hill Charter School in Haverhill
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Bags are packed on-site, volunteers pick up & deliver bags to other locations
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Who is Eligible for the Brown Bag Program?
Any older adult receiving one or more of the following types of assistance qualifies: Medicaid, Veteran's Aid, Supplemental Security Income (SSI), Supplemental Nutrition Assistance Program (SNAP/Food Stamps), Fuel Assistance.
Federal guidelines for income also can be used to qualify.
How do I sign up for the Brown Bag Program?
Contact Laura Marsan at Elder Services for an application: (978) 946-1303 or Justin Jordan at (978) 946-1279.
Can I volunteer to help the Brown Bag Program?
Yes! Local help is appreciated and helps us reach more elders in need. Contact Sheila Hewitt in our Volunteer Department: (978) 946-1272.
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November is Diabetes Month!
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The Diabetes Self-Management Program
The Diabetes Self-Management Program is a free workshop for people with diabetes. Participants are introduced to tools that improve their ability to manage their diabetes, maintain their independence, increase self-confidence and improve overall health. During the 6-week workshop series, participants will learn how to:
- Better manage the disease
- Take control and set goals
- Manage stress and difficult emotions associated with diabetes
- Cope with depression and think positive
- Relax and increase energy levels
- Eat Healthy and promote physical activity
- Communicate with family, friends and healthcare team
- AND.....Take care of YOU!
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Diabetes Self-Management Success Story
Despite dealing with diabetes, COPD and high blood pressure, joining with others to address and better manage these conditions helped George lose 70+ pounds, which improved his high blood pressure, breathing and diabetes!
George learned about the 6 week Diabetes Self-Management program through a flyer at his rehab facility. His health problems caused him fear and frustration, but he was reluctant to talk about these issues with strangers. George decided to give the program a try, the instructors quickly put participants at ease, and soon everyone was able to open up.
The small group sessions were especially helpful as George learned that others had similar feelings about their illnesses.
- The Reference Book was a helpful tool to refer back to at home and in class.
- The sessions focused on managing medications, importance of exercise, symptoms and possible treatments.
- The Weekly Action Plans helped participants stay focused on their goals.
George was so impressed with this group that, after 6 weeks, he didn't want to stop.
Using the tools received at these sessions, George started a support group at Lowell General Hospital with five other participants, with the full support of the hospital's Education Department.
This group has met twice a month for about 6 years and has grown to 30 people!
George says "The friendships made are really life-lasting. We share our health issues and stories and bring in speakers. We try to encourage them to attend additional My Life, My Health sessions. High blood pressure is one of the top priorities of the group followed by COPD and diabetes. This group is successful because of the tools learned through My Life, My Health. I can't stress enough that this program really does work."
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REquipment is a durable medical equipment reuse program that gives a second life to un-needed medical equipment. They accept donations in good condition, repair and clean it and reassign it to people in need at no cost. REquipment provides free refurbished equipment to adults, children and seniors without the paperwork and delay. Pick-up and delivery is available. Call 800-261-9841 or visit the website at
www.dmeREquipment.org.
November is National Family Caregivers Month
Caregivers are the backbone of our society. According to a recent report by National Academies of Science and Medicine, released in October, family caregivers devote an average of 253 hours a month to caregiving for people over the age of 60 with an average of three or more tasks a day. This is almost the equivalent of two full-time jobs and it is in addition to their own work and family responsibilities. Many caregivers may feel overwhelmed, isolated and depressed.
For detailed information about a caregiving concern, call 800-892-0890. Ask for the Family Caregiver Support Program.
Family Caregiver Support Program
Caregiving Counseling
Respite Care Scholarship Program
Powerful Tools for Caregivers
Workshop
Habilitation Therapy Program
Information and Referral
Merrimack Valley Alzheimer's Partnership Event Series
Caregiver Support Group Referrals
Grandparent Campership Scholarship
Lunch and Learn Workplace Presentations
Services offered through the Veterans Administration
The Department of Veterans Affairs has an array of services and programs that can assist a Veteran or their spouse to remain safely in their home. Two examples are provided here for reference.
- Chapter 115 offers financial and medical assistance to Veterans and their dependents for items such as food, clothing, shelter, heat and home repairs as well as medical bills and prescription copayments.
- The Veterans Independence Plus Program (VIP), a jointly administered program with local oversight provided by Elder Services of the Merrimack Valley, provides certain services for veterans of any age who are at risk of nursing home admission.
Certain eligibility criteria exist for these and as well as other Veteran's programs. In order to see if you qualify contact your town's Veterans' Services Officer (VSO). For assistance in identifying your local VSO online go to
http://www.va.gov/vso
or contact the Age Information Department at Elder Services for assistance.
Transportation Resource for Veterans:
For assistance with transportation visit the Disabled American Veteran's website at
www.dav.org
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Coming Soon!
A Merrimack Valley Resource Guide for Older Veterans
Beginning with our Veterans & Aging Assembly in July, Elder Services has been connecting with veterans-related community organizations, programs and agents across the Merrimack Valley to increase our collective understanding of: the needs of older veterans; the complexities of the Veterans Administration's system, benefits and services; and help "connect the dots" regarding what's available in the Valley.
After the Assembly, the Amesbury Council on Aging graciously offered us the services of some of their interns to help create a Resource Guide for Older Veterans that would highlight local programs and resources. Along with a supportive Acting Director Doreen Brothers, we want to recognize the efforts of Operations Manager Vanessa Kahrman and her industrious group of interns: Joe LeBlanc, Jessica Mack, and Courtney Hutchinson. Several of those involved in this project are veterans themselves, giving them first-hand knowledge of what their older peers might need and how best to present useful information. This is evident in the Self-Assessment Flow Chart they've designed that will open up the Resource Guide and empower the user to identify what they need to know and then show them where they can find it in the Guide.
The final draft of the Resource Guide should be submitted to us by mid-December. We hope to have it ready for printing and distribution in January, 2017. We will be looking for sponsors who can contribute to covering the cost of printing copies of the Resource Guide and support its broad distribution.
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Recent Events
3rd Annual Latino Caregiver Event -
On Saturday, October 29th 2016, the Merrimack Valley Alzheimer's Partnership, with generous support from Pfizer, hosted it's 3rd Annual Latino Caregiver Event in the great hall of the Lawrence Senior Center. On-site respite was provided at no cost by staff of Mary Immaculate Health Care Services allowing caregivers to take full advantage of an opportunity to relax without the worry of leaving their loved one without the care they require.
With just over 75 caregivers in attendance, the morning began with a healthy breakfast and jumped into the featured presentation by Leonor Buitrago, Latino Outreach and Programs Coordinator for the Alzheimer's Association who gave a wonderful presentation in Spanish with a focus on communication.
After the presentation caregivers had a chance to participate in the planned activities and meet the providers who were able to help them find the right information and resources.
Lisa Descharnais joined us once again to bring relaxation through art to caregivers,using watercolor paints and creative imagination. Relaxing chair massages helped caregivers release tension and feel rejuvinated. And, closing out the event, a delicious cultural meal was catered by El Pez Dorado, before a the drawing for raffle prizes.
Project Pocketbook -
The 2016 Pocketbook Project, spear-headed by the
Personal Care Attendant Program at Elder Services,
brought together generous people from across the Merrimack Valley and beyond to help give a fresh start to homeless women and men living in shelters or recently released from incarceration. Altogether, 225 Pocketbooks (for women) and 30 backpacks (for men)were filled with personal care items - and a few extra special surprises, like gift cards, gloves and a new lipstick or warm hat. These individuals truly appreciate this support and it sends a clear message that they are cared about! Everyone deserves to look and feel his/her best, no matter the circumstance. Last year, one woman received a bag containing a note of inspiration for success, along with a gift card. She was overcome with emotion. The staff told her to use it for a cup of coffee or a donut. She said, 'this is not about coffee and donuts, it's the ability to use the restroom during the day with dignity'.
This year, pocketbooks were delivered to 11 shelters and food pantries:
Pegasus House, Women's View, Daybreak Shelter, Lazarus House, Lawrence Food Pantry and Tent City and House of New Life (Lawrence); Bread and Roses and the Liz Murphy Food Pantry Unitarian Church (Haverhill); Lowell Transitional Living Center and Lynn Veterans Affairs. Backpacks were delivered to the Daybreak Shelter and Tent City in Lawrence.
A HUGE thank you to everyone who helped make this year's effort an incredible success.
Upcoming Events
Elder Network Meetings
The Elder Network Meetings are open to professionals who work with, care for or provide programs or services for older adults. Meetings are held weekly and begin at 11:45 am. Notices are e-mailed. To be placed on the e-list or to host a meeting, please call Linda Dempski at 978-946-1429 or e-mail
[email protected].
Holiday Craft Fair - Friday, November 18, 2016
9:00 am - 1:00 pm
Elder Services of the Merrimack Valley
Amazing ~ Original ~ Handmade Holiday Gift Ideas
Knitted Goods, Glass & Fabric Items, Ornaments, Jewelry, Absolutely Delicious Baked Goods. To participate as a vendor, please contact Meredith Carver at [email protected].
Proceeds will benefit our Elder Care Fund, a financial resource for elders in challenging or emergency situation.
Annual Meeting - Friday, December 2, 2016
11:00 am - 2:30 pm
Diburro's Function Facility
Playing Nice....Making a Community Work
As the 2016 Annual Meeting will be the last with our Executive Director, Rosanne DiStefano at the agency's helm, we hope you will join us in recognizing her inspiring leadership in the Merrimack Valley. We also will frame success from a larger perspective of community - recognizing that personal and professional relationships make the most lasting improvements in our systems of care. We will explore our efforts to grow and partner with health care systems, as well as other programs and national policy discussions about successful models of care. By understanding the evolution of community-based organizations, we hope to strengthen our collective efforts to reach a broader consumer base across all settings.
Keynote Speaker: Nora OBrien-Suric, Ph.D. Senior Program Officer, The John A. Hartford Foundation
Ticket Price: $50 per person, $450 for a table of 10, $25 for seniors
Tribute Book: We want to recognize Rosanne's leadership in the Merrimack Valley. This is her last annual meeting as Executive Director of the agency. The Board will be recognizing her achievements, and we want to create a tribute book for the event, and ask you to join us. Ads must be mailed to
[email protected] by
Tuesday, November 15, 2016.
Price - $350 Full Color
Size - 4.5w x 7.5h
Format - pdf, eps, png
For questions or more information contact the Development Department at
[email protected].
Winter Gala - Thursday, March 9, 2017
Lanam Club
Snow Date: 3/16/17
Details to follow.
Golf Classic - June 6, 2017
Haverhill Country Club
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