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senior woman in a park using her cell phone to take a call

Telephone Reassurance Programs

senior woman in a park using her cell phone to take a call

Telephone Reassurance Programs

What is a Telephone Reassurance Program?

Telephone Reassurance Programs—also known as Friendly Caller, Phone-a-Friend, Outreach Calls, or Check-in Calls—connect individuals in need with regular, caring phone conversations. These programs primarily support:

  • Older Adults/Seniors
  • Homebound individuals
  • People with disabilities or persistent mental illnesses

Volunteers or staff make scheduled outgoing calls to enrolled clients, offering friendly chats and wellness checks. Calls may occur daily, weekly, or several times per week, providing comfort, social connection, and safety monitoring. Some programs include safety tasks, such as confirming medication adherence or checking for illness or falls, and may request wellness checks if clients do not answer.

Why Are Telephone Reassurance Programs Needed?

Social isolation is a significant public health issue, especially for older adults. It is linked to higher risks of high blood pressure, heart disease, obesity, anxiety, depression, dementia, and increased suicide risk. Research shows that loneliness and isolation can worsen health outcomes and that many healthcare providers do not adequately screen for depression among seniors.

A 2012 poll by the John A. Hartford Foundation found that nearly 1 in 3 of survey participants over age 65 assumed that depression was a normal and expected part of the aging process (it is not). The poll also found that physicians and other professionals in regular contact with seniors did not effectively screen for depression or provide adequate communication and follow-up regarding mental health care. Social isolation and the associated depression can place an individual at higher risk of death by suicide. Studies show that people aged 45-64 and 65 and older have the highest rates of suicide among all age groups.

Telephone Reassurance Programs help reduce isolation and its associated health risks. Trained volunteers and staff can recognize signs of depression and connect participants with resources, potentially preventing suicide. These programs also support older adults in aging in place and maintaining independence.

What Agencies Operate Telephone Reassurance Programs?

A variety of organizations run Telephone Reassurance Programs, including:

  • Aging and Disability Resource Centers
  • Departments of Aging
  • Area Agencies on Aging
  • Mental health organizations
  • Crisis centers and warmlines

While some programs operate nationwide, local programs are often preferred for their ability to address community-specific needs and coordinate care among local agencies.

Key Needs of Telephone Reassurance Programs?

Organizations operating these programs require tools to:

  • Recruit, Train, and Manage Volunteers and Staff
  • Maintain volunteer/staff shift schedules
  • Enable remote work
  • Enroll and manage client information
  • Create and manage call schedules
  • Document call notes and data
  • Assess for depression, suicide, and health risks
  • Connect clients with resources and referrals
  • Conduct satisfaction surveys and collect outcome data
  • Generate reports for funders and stakeholders

How iCarol Can Help

iCarol software supports Telephone Reassurance Programs by enabling organizations to:

  • Accept volunteer/staff applications online
  • Manage volunteer/staff records and training
  • Enroll clients via online intake forms
  • Schedule shifts and calls
  • Enable remote work and calling
  • Maintain client records
  • Create and follow call schedules
  • Document calls and connect clients with resources via email or SMS
  • Communicate through 2-way texting
  • Share data securely with partner organizations
  • And more