Information Services

The Information Services department serves as a gateway to all other North Shore Elder Services’ (NSES) programs and services. Think of it as the hub of where all things begin at NSES.

When you need guidance with issues pertaining to elder care, who are you going to call?

Frequently Asked Questions


What is the role of Information Services?

Our goal is to provide comprehensive information and referral services to our consumers, their families, and our referral sources in a timely and professional manner. Our role in Information Services is to assist callers with figuring out what it is they need.  Someone calling the agency may not know what that is at first.  Most people are not calling to plan for the future, they are calling because they’re in crisis and something has happened and they need help now.  



Who is calling Information Services?

Physician offices, hospitals, nursing facilities, police, fire departments, neighbors, friends, families, consumers, senior centers, and VNA.

Who is on the other end of the phone when I call the department?

The IS department has two full time I&R Specialists along with a Manager. They are all Certified Information and Referral Specialists for Aging/ Disability (CIRS-A/D) by the Alliance of Information and Referral Systems (AIRS). The Executive Office of Elder Affairs (EOEA) requires Information Specialists to complete 40 hours of additional training annually.

How many inquiries does the department handle in a month?

We average 400 incoming calls a month which highlights the level of expertise we need to offer at NSES.

What can a caller expect after contacting the Information Services department?

The Information Services Specialist will listen carefully to what it is the caller is experiencing, and will provide them with the appropriate resources. If the caller is interested in a referral to one of our programs, the Information Services Specialist will screen for eligibility.  If the referral is for home care services, the Specialist will schedule an initial assessment with one of our Intake Care Managers.  We will send that Care Manager to the home to learn more about what may be needed. Together, we will form a plan that will best serve the consumer.  The referral may be for something other than for home care, for example, options counseling for someone interested in long term care supports.  There is no cost to the consumer for any referral or in-home assessment.


Are you able to refer callers to resources outside North Shore Elder Services?

The information services department is responsible for keeping up to date resources and information for our callers and our staff. We maintain several databases including the statewide computer system 800AgeInfo.  People can view our fact sheets on our website https://nselder.org/resources/ .  Even for the caregiver who may be living in one of our communities but is caring for someone in another state, we can provide resources.

In what ways can a referral be made?

People can call NSES’ office at 978-750-4540 Monday – Friday from 9:00 am – 5:00 pm. Our website has a link to our Referral form at https://nselder.org/contact-us/referral-form/ that can be used.  The other option is to fax a referral to us at 978-750-8053.