Specifications include, but are not limited to: the adequacy of information available to Vermonters via IR&A systems to meet their needs, including response to protective services calls and help with transitions of care. the adequacy of the systems to respond to the needs of special populations to ensure equity. Special populations include LGBTQ+ people, BIPOC Vermonters, non-English speakers and New Americans, Deaf/Hard of Hearing/DeafBlind Vermonters, people with visual impairments, people with intellectual or developmental disabilities and people with dementia. the adequacy of accessible communication (use of translation, interpretation, accommodations, cultural competency of staff, etc.). the adequacy of IR&A about criminal, civil, and social interventions specific to abuse, neglect and exploitation of vulnerable adults that can help ensure safety. call center staffing ratios, which may vary depending on the specific system. the use of credentialling and certification as a means for standardized practices. the readiness to respond to a natural disaster or public health emergency quickly and efficiently with accessible, available, and usable information. ways to expand or simplify access to internet-, phone-, and print-based information. best practices to begin a ‘No Wrong Door” approach, such as universal protocols, use of warm handoffs, core competencies and training, etc. The assessment may be conducted using a variety of methodologies and should include: Data and information gathering from existing Information Referral and Assistance (IR&A) systems and providers. Data and information gathering from a diversity of stakeholders, including but not limited to, provider networks, program participants and their families and caregivers, and the public. Individual consumer PHI shall not be shared or used in this assessment. A comprehensive review of successful models from other states or locations and identification of best practices (evidence-based or promising practices) that could be adopted by Vermont’s IR&A systems. An analysis of potential policy changes and resources needed to implement recommendations.
