News & Stories

Aging & Disability Resource Center: What Happens When I Call?

The Aging & Disability Resource Center often is referred to as the “front door” of CICOA Aging & In-Home Solutions. The ADRC is a one-stop resource center for programs and information on services for older adults and people with disabilities in Central Indiana. While the majority of client and caregiver interaction happens by phone the ADRC is much more than just a call center.

The ADRC provides a means for individuals to receive specialized information and referral services, including access to public health benefits and community resources, from CICOA’s state-certified phone options counselors. Last fiscal year, these options counselors handled more than 113,000 incoming and outgoing calls providing information and assistance. The most common types of calls regard in-home care, but the ADRC also provides referrals for food pantries, housing, transportation and more.

A phone options counselor handles an average of 10 calls per day. Calls can last anywhere from five to 45 minutes, depending on the type of request or how many referrals for services are needed.  The ADRC staff also answers nearly 300 web inquiries per month.

Before contacting the ADRC, callers are encouraged to have their name, age and ZIP code ready. Additional information may be needed depending on what is being requested. For example, calls about in-home services require more detailed information, including one’s Social Security number, insurance coverage and ability to perform daily activities.

The ADRC is open Monday through Friday from 8 a.m. to 5 p.m. To talk with a counselor, please call (317) 803-6131.