The information and referral/assistance (I&R/A) function of State and Area Agencies on Aging is usually the first contact point for clients and caregivers seeking services. For this reason, it is very important to ensure that these programs effectively facilitate access to services and other benefits, such as housing assistance, medical care, and direct financial support. I&R/A programs are an essential part of the community-based service delivery system, and during FY 2003, according to AoA figures, total I&R/A expenditures were $105 million.
 
Survey Content and Results
 
The Information and Referral/Assistance questionaire covered the following topical areas:

• Purpose of the call
• Frequency of use
• Responsiveness of the I&A/I&R program
• Satisfaction with the I&A/I&R program
• Utility of the information
• Demographic characteristics