Public Accountability Report Public Accountability Report

2025 Senior HelpLine
Mission Statement The Senior HelpLine serves as the statewide access point for older adults and caregivers seeking information and assistance about programs and services available to help older adults live safely and independently in their homes and communities. The Senior HelpLine also serves as the dedicated Adult Protective Services (APS) call center for the State of Illinois. The Benefits Access Program determines eligibility for free rides on fixed route transit systems in Illinois and Secretary of State license plate discounts for older adults and persons with disabilities. The Benefits Access Program was established pursuant to the Senior Citizens and Persons with Disabilities Property Tax Relief Act (320 ILCS 25).
Program Goals and Objectives
  1. To respond to inquiries and other stakeholders with accurate and timely information; to advocate for older adults and persons with disabilities; to educate older adults and caregivers regarding available long-term care supportive service options; to counsel on Medicare-related issues/options; to protect the health and safety of older adults; and to prevent premature and unnecessary institutionalization.
    1. Protect and advocate for the safety of older adults and persons living with disabilities in the community by providing intake in accordance with APS policies and procedures.
    2. Serve as the Senior Health Insurance Program (SHIP) call center as outlined in the grant agreement with the Administration of Community Living by assisting Medicare beneficiaries and referring them to SHIP-certified sites for counseling as needed.
    3. Implement quality assurance standards as defined by the Alliance for Information and Referral Systems (AIRS), which include establishing rapport, conducting an assessment, providing an informed choice of referrals, and engaging in follow-up and being capable of providing advocacy or crisis intervention if required.
Source of Funds General Revenue Fund, Services for Older Americans Fund Statutory Authority 320 ILCS 50/20
Fiscal Year 2026 Target/Projected Fiscal Year 2025 Actual Fiscal Year 2025 Target/Projected Fiscal Year 2024 Actual Fiscal Year 2023 Actual
Input Indicators
Total expenditures - all sources (in thousands) $ 8,847.5 $ 4,629.3 $ 8,144.3 $ 4,248.6 $ 4,180.8
Total expenditures - state appropriated funds (in thousands) $ 8,847.5 $ 4,629.3 $ 8,144.3 $ 4,248.6 $ 4,180.8
Average monthly full-time equivalents 37.0 31.0 42.0 37.0 34.0
Output Indicators
Number of Benefits Access applications received 107,000 107,245 120,000 118,079 134,848
Number of calls received by the toll-free Senior HelpLine 214,000 214,339 220,000 218,243 224,565
Outcome Indicators
Percentage of Benefits Access applications approved 61.30% 64.00% 62.00% 61.50% 62.40%
Percentage of calls answered by the toll-free Senior HelpLine 70.00% 74.00% 71.00% 70.00% 69.00%

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