LifePath’s Information and Caregiver Resource Center (ICRC), known as the front door and hub of the agency, provides assistance to help individuals find the resources they need to live independently and thrive in their communities. ICRC processes more than 10,000 inquires each year.
When someone calls the main number, they are connected to a Resource Consultant, a trained staff member who is knowledgeable about LifePath’s programs and community resources. The call topics vary from a caregiver looking for available resources, a neighbor concerned about a friend who may need help, or someone wanting information about Medicare. Often, materials are sent to callers to review at home. If answers aren’t immediately available, Resource Consultants research options for the caller, or turn to our resource guides. Several of the guides are available on LifePath’s website, including the Silverline, How to Cut Costs, and our Home Repair Guide. Whenever possible, callers are provided with at least three options for services. Based on the calls received, new resources are sought to help future callers. Today when you call LifePath you will most likely talk to someone live on your first try, but that wasn’t always the case.
Today, the Resource Consultants help nearly every caller the first time they call.
In late 2024, we participated in one of the first reviews of Information and Referral Services by the Executive Office of Aging and Independence (AGE), the agency that oversees our contract. Results showed that Resource Consultants empathetically asked callers pertinent questions to gather information and then provided them with helpful resources. Callers were highly satisfied. However, most callers had to leave voicemails; only 26% of calls were answered live by a Resource Consultant. Sometimes callers left multiple messages in a game of “phone tag” or they simply hung up. While we prided ourselves in returning calls in 1-2 days, this was not an acceptable level of customer service.
To address this, we formed a cross-functional improvement team including quality improvement, IT, leadership, and ICRC staff. We began by analyzing call data and learned that most of the calls came at 9 AM and 1 PM. We changed staffing assignments to ensure we had coverage during these times. ICRC staff made additional suggestions to improve the process. These early changes led to small gains, but they didn’t achieve the improvements we needed. After careful consideration, we made the bold move to combine the functions of reception with the role of the Resource Consultants who would answer all incoming calls and greet walk-in visitors. This ensured that every person reaching out could immediately speak with someone trained to help. We introduced clearer staff roles, ongoing data tracking, and regular check-ins to refine the process over time. Over a span of four months, the live call data drastically improved. By July 2025, Resource Consultants were answering nearly 90% of calls, but still not everyone was receiving the information they needed when they called. Our next improvement strategy consisted of providing the team with data at the end of the day about how many calls went to voicemail. It became a daily challenge for the team to answer every call. Today, the Resource Consultants help nearly every caller the first time they call.
Why This Change?
Answering live calls means more than improving efficiency. Behind each call is an individual seeking help or wanting to connect with someone who will listen. Answering calls live signals that people and their concerns matter. The change reflects our commitment to accessibility and responsiveness. Many of our callers are individuals who rely on phone communication (rather than emails or web forms) to seek assistance. They get discouraged when they are put on long holds or need to leave messages. This often results in hang-ups. Individuals may not receive the care they need. In some cases, the calls we receive are time sensitive, such as when someone is discharging from the hospital or when there is an immediate need for in-home service. People cannot wait a day or two for a return call. They want to know someone is there for them. Live call answering also strengthens effectiveness. When callers and their families know they can reach a live person quickly, they are more likely to recommend LifePath and call back. Reliability can lead to increased engagement, better outcomes, and stronger relationships.
Key Components that We Integrate in Our Work
ICRC is part of Massachusetts’ Aging & Disability Resource Consortium and follows the standards set by Inform USA. These guidelines help ensure that callers receive clear, accurate information so they can weigh their options and make informed decisions. Our approach emphasizes respect, advocacy, and supporting each person’s ability to make choices for themselves.
In every interaction, Resource Consultants focus on building trust, listening carefully, and responding with empathy. We aim to match each caller’s pace, avoid interruptions, and ensure their questions and needs are fully addressed. LifePath also prioritizes language access. We have bilingual Resource Consultants who speak Spanish and offer interpretation services to support callers who speak other languages.
The Results
LifePath’s commitment to providing high-quality service from the first point of contact has been recognized by AGE with an “excellent” designation score, which is the result of an evaluation that measured performance across several areas, including responsiveness, interviewing skills, consumer experience, accessibility, and staff expertise.
Over the past three years, LifePath leaders have completed comprehensive training in quality improvement. Becky Kopera, Director of Quality Improvement and Contracts, has provided technical assistance and coaching on initiatives like the ICRC improvement project. She earned her Lean Six Sigma Green Belt while guiding the team through a structured set of tools that led to these dramatic results. A shout-out goes to members of LifePath’s ICRC team for their flexibility and willingness to make hard changes to provide better services to our community by answering calls the first time, and by offering a compassionate response and helpful, reliable information.
If you or a loved one could use some support, call 413-773-5555 to speak to a Resource Consultant, live.
