What is HelpLine?
HelpLine Information and Assistance is Nevada County's "one place to call" for information and referrals to social services and community resources. Families or individuals of all ages call HelpLine for anything from simple information, such as the phone number of a service provider, to, in a moment of crisis, support and guidance, as well as referrals. HelpLine provides its callers with advice on how to best navigate the social services system.
Background
HelpLine Information and Assistance (formerly named Telecare Information and Assistance) has been providing information and referral services to Nevada County since 1974. The agency has been using a computerized database for over six years. This database currently contains approximately 1,000 community resources, and searchable by keywords. The current staff, including volunteers, is trained and experienced in the use of this database. Outreach to the community has always been an activity of the program.
What we do
In addition to information and referrals, the program sets appointments for volunteer groups that provide services including the AARP Tax Aide, Health Insurance Counseling and Advocacy Program (HICAP), Nevada County Legal Assistance legal counseling, and the Homeowners and Renters Assistance program. HelpLine serves 4500+ callers a year. Nearly three-quarters of those are seniors or the families or care givers of seniors.
Volunteers answer the phones at HelpLine and provide the information and referrals. The volunteers receive one-on-one training and also participate in group training sessions. Fifteen to sixteen individuals are volunteers with the program at any given time. The volunteers each work a three and one half hour shift each week. HelpLine operates on weekdays from 9:00 am to 4:00pm.
HelpLine provided 4682 callers with referrals to services and agencies in Nevada County or with an appointment with the following organizations: Health Insurance Counseling and Advocacy (HICAP), Legal Counseling, Tax Aide Income Tax Filing Assistance, Homeowners & Renters Assistance, the Long Term Care Event, and the Blood Draw at the Wellness Fair.
Volunteers follow up on all assistance calls. In an assistance call, the caller is usually given referrals to multiple agencies and information about the services that the agencies provide. More than 90% of the callers find that the information given them was useful in helping them access services or in helping them decide on a course of action to meet their needs. Staff and volunteers used the HelpLine database of resources to provide accurate information.