“We welcome calls from anyone seeking information about aging or caregiving,” shares Jeanne Shapiro, Information & Referral Supervisor. The Information & Referral (I&R) team assists thousands of individuals and families, as well as other community professionals each year. They provide expert information, navigational support, and referrals to helpful and necessary services. The I&R team is Springwell’s front door, the place to start whether you have a need or a question, or you are just overwhelmed by the challenges of aging.

The team’s seven I&R Specialists complete forty hours of ongoing education annually to keep up to date on relevant resources and information. They compile and maintain up-to-date information on services and resources, and they manage all Springwell referrals for home care services, home-delivered meals, caregiver support, money management, nursing home placement screenings, and more.

The “information” part of I&R means providing information in multiple categories based on the situation. Many callers are looking for solutions to common problems that arise with aging, like the need for in-home services or meals. Others seek help with a specific need such as understanding their Medicare plan options, learning about MassHealth programs, connecting with an ombudsman, or accessing a list of transportation options for their town. About 75% of calls come from individuals and family members; the rest come from professionals including health care providers, social workers, and senior center or housing authority staff. Services and resources may be private or state or federally funded. Lynn Nigro, I&R Specialist, states that their goal is to “increase awareness and decrease misconceptions” about available help for challenges related to aging.

Our I&R Specialists listen attentively and ask clarifying questions to understand each caller’s unique situation. “I recently took a call that was very typical. A woman was concerned about her uncle with advancing dementia who lives alone. She didn’t know where to get help for her uncle as his needs evolve,” notes Patricia Foglia, I&R Specialist. “First, I asked about the overall situation. Is there an adequate informal support system now or is more needed? I talked about setting up a health care proxy, how to apply for public benefits and manage her uncle’s assets. I told her about home care for current needs and about choices if her uncle needs a different living situation later. She was relieved to learn about these care services and resources. I sent her more information about all the topics and told her to call back if she has additional questions.”

Springwell welcomes everyone at their front door. I&R specialists are ready to respond to phone calls, answer email sent through the web portal, or schedule an in-person meeting at offices in Waltham or Marlborough. What questions do you have? Learn more and find contact information on our webpage here: https://springwell.com/service/information-consultation/