Posts tagged ‘heatline’

September 2011 marks the 10-year Anniversary of PCA’s Helpline

Since its creation, the Helpline has taken more than one million calls!

The PCA Helpline is an extensive telephone information and referral service that connects callers with programs, services and resources available to Philadelphia residents who are age 60 and over, or who are age 18 and over living with disabilities. 

The PCA Helpline is the point of intake for four of PCA’s service areas; Care at Home, Housing, Attendant Transportation and Protective Services.  An Intake Specialist receives information over the telephone or through the mail concerning a person in need of services.  This information is passed on to the appropriate department at PCA.  In the case of Care at Home services, an appointment for an in-home assessment is scheduled.  Languages spoken by staff include English, Spanish, and Russian.  PCA utilizes the Language Line to accommodate any linguistic needs not addressed by bilingual staff or the following dedicated foreign-language lines.  No fee for services provided through the Helpline.

Helpline Fun Facts

  • Helpline is open 8:30am-5:00pm Mon-Friday
  • Helpline completes intakes for all Long Term Care programs plus, Older Protective Services, Housing, Attendant Transportation and BRAVO Health applications.
  • 23 Helpline Intake Workers scheduled assessments for more than 80 AW’s and process program change paperwork for 192 CM’s
  • Emergency Fund requests from PCA staff and city wide agencies are processed by Helpline.
  • The Helpline can accommodate ANY language that calls.
  • Helpline assists the Philadelphia community with special programs such as Food Vouchers and Flu Shoot Programs.
  • Helpline seconds as the Heatline when the National Weather Service calls an Heat Emergency, at that time the Helpline/Heatline can operate up to 7 days per week and can stay open until midnight.


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