Friendly Calls program engages volunteers in effort to reduce social isolation for older adults

Providers of aging services are seeking to expand programs that address social isolation in the pandemic, including volunteer models like Friendly Calls.

While the concept of Friendly Calls is straight-forward – neighbors phoning neighbors for short, structured conversations – there are many intricacies involved in organizing and guiding these volunteer models effectively.

To help, the New York State Office for the Aging (NYSOFA), the New York State Department of Health (NYSDOH), Association on Aging in New York (AgingNY), and DOROT have partnered on a Friendly Calls Volunteer Manual and training videos to expand the development and growth of these outreach programs locally.

NYSOFA Director Greg Olsen said: “Social isolation remains a serious public health concern in the pandemic, contributing to depression, poor health care outcomes, and increased mortality rates in some cases. NYSOFA’s 20-plus core programs include nutrition, transportation, personal care, social day care, and other services that all address social isolation at the local level while simultaneously providing vital supports and assistance. NYSOFA has also deployed several new pioneering solutions aimed at social isolation, from high-tech virtual platforms to grassroots outreach efforts that channel the carefully guided goodwill and kindness of neighbors helping neighbors, which is why this Friendly Calls project is so powerful.”

How it Works

The Friendly Calls program is overseen by a county-based Office for Aging/AAA or other social service organization. It is intended to reach people who live alone, are isolated, or express interest in some type of social connection. Participants who meet these criteria are assigned to a volunteer who calls them weekly for conversations of about 20 to 30 minutes in length.

Volunteers use a tracking form to log calls. They report to a program manager at the AAA or sponsoring agency who can help address any concerns that might arise, especially if any of the conversations reveal a need for additional supportive services, such as lack of food or unsafe housing conditions. Volunteers are provided sample scripts and are also trained on how to hold engaging conversations, discuss meaningful and appropriate topics, and establish boundaries.

For information on volunteering with the Friendly Calls program, visit https://aging.ny.gov/friendly-calls-volunteer-training.

If you or an older adult in your life needs support or feels isolated, contact the NY Connects hotline at 1-800-342-9871 for one-stop access to free, objective, and comprehensive information and assistance at the local level. You can also reach your county office for the aging by using NYSOFA’s online directory, https://aging.ny.gov/local-offices.

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