Behind the Scenes with an Aging Information Specialist

In our continuing series that explores what various individuals do at Mystic Valley Elder Services, we spoke with Aging Information Specialist Kathy Harlor. As an Aging Information Specialist, Kathy is one of the first people to talk with elders, caregivers, and referral parties about potential ways MVES can help with a situation.

Editor: In a nutshell, what does an Aging Information Specialist do?

K. Harlor: Apart from the receptionist, we're the first people to speak with caregivers, prospective clients, family members—anyone concerned about an elder's welfare. We provide resources to elders and direct elders and caregivers to appropriate MVES programs. We attend health fairs to ensure the community knows what MVES can offer. And, we talk with elders who walk in to the agency looking for information and help.

Editor: What is a typical phone conversation like?

K. Harlor: We first ask what community the individual lives in. If they live outside our eight communities, we refer them to their local agency. Assuming they live within our service agency, we ask about their situations, assess their immediate needs, and describe our services. We take down the caller's information and send them detailed information or we refer them directly to an MVES program such as home care or Meals on Wheels.

Editor: Are all callers clients and caregivers? When do you receive the most calls?

K. Harlor: Many callers are clients or caregivers, but many are medical professionals making referrals. For instance, an elder is being discharged from a hospital and the discharge planner knows the individual will need home care services. The discharge planner will contact us on the elder's behalf.

We receive continuous calls all day long, during all times of the year. However, after holidays we receive the highest volume. The holidays bring families together and sons and daughters often recognize their parent(s) need help. They call to see what help is available.

Editor: You mentioned health fairs. What other events bring you into the community?

K. Harlor: We attend many health fairs in the fall and spring. We also are at flu clinics and we can provide presentations to specific groups on request. Finally, we help show student nurses what an agency like MVES can provide so they can make good referrals once they become licensed.

Editor: What is the most satisfying part of your job?

K. Harlor: The most satisfying part of my job is my ability to help families and elders—who are often confused about their next steps—find appropriate resources for their needs. It's helping people live better.

Editor: And the most challenging part?

K. Harlor: I guess it's encouraging people to accept services that they really need. There's often a resistance to accepting help, even when it's necessary.